Element

Performance criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Lead the team.

1.1.Ensure leadership style reflects the store image and culture.

1.2.Create an environment in which team members are motivated to achieve high standards of performance.

1.3.Analyse and evaluate personal leadership style in terms of effects on motivation and performance of team members.

2. Lead by example.

2.1.Demonstrate high standards of personal performance.

2.2.Demonstrate willingness to confront difficult situationsand problems.

2.3.Use honest, open consultation to facilitate communication with team members.

2.4.Deal with difficult situations fairly, openly and promptly according to store policy and procedures.

3. Develop and communicate team objectives.

3.1.Develop clear, accurate and relevant team objectives, including expected performance standards.

3.2.Ensure objectives are achievable within designated time limits and according to resources available.

3.3.Explain objectives clearly and at a level and pace appropriate to team members.

3.4.Regularly review objectives, according to team or store policy changes.

3.5.Encourage team members to provide feedback on objectives and to clarify areas of uncertainty.

4. Establish, develop and improve teams.

4.1.Access relevant information to develop plans based on accurate assessment of current competencies and career aspirations, according to current and future store requirements.

4.2.Assist and encourage individuals to take responsibility for their self-development.

4.3.Ensure team building and development plans contain clear, realistic objectives.

4.4.Minimise unproductive friction between team members.

4.5.Take collaborative approach with team members, colleagues and management to establish constructive relationships.

4.6.Encourage team members to offer ideas, views or suggestions.

4.7.Recognise suggestions offered by team members, and provide explanations if proposals rejected.

4.8.Recognise outstanding achievements.

4.9.Ensure promises and undertakings to team are realistic and honoured.

4.10.Give team members appropriate support in areas that may affect work performance and morale.

5. Develop self.

5.1.Identify own current competencies and development needs according to current position description and future career aspirations.

5.2.Develop realistic, achievable and challenging objectives and regularly review them.

5.3.Accept responsibility for achieving self-development objectives.

5.4.Regularly review own progress and performance with appropriate personnel.

5.5.Use feedback received to improve future performance.

6. Delegate responsibility and authority.

6.1.Clearly define team and individual responsibilities and limits of responsibility according to store policy.

6.2.Provide information in a manner and at a pace appropriate for the individual.

6.3.Ensure delegation is unambiguous, explicit and able to be carried out within a designated timeframe.

6.4.Negotiate resources and implementation methods effectively with team members.

6.5.Ensure support and resources available are accessible and sufficient for the needs of the operation.

6.6.Review delegation regularly and revise as required.

7. Consult with team.

7.1.Clearly and concisely communicate policies, plans, problems and solutions to team according to store policy.

7.2.Demonstrate active and clear communication to team on store policy and operational issues.

7.3.Clearly establish meeting purposes.

7.4.Present information clearly.

7.5.Encourage positive contributions from all members of group.

7.6.Allocate discussion time to items according to importance, urgency or complexity.

7.7.Ensure leadership style is appropriate for purpose and membership of group.

7.8.Record decisions accurately and act upon them as required.

7.9.Perform written and verbal communication in a clear and concise manner according to store policy.

8. Support the team.

8.1.Actively support staff, colleagues and management within store policy guidelines in situations involving store policies or operations.

8.2.Actively support team members in achievement of realistic goals.

8.3.Actively focus team members towards store plans and targets.

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills

interpersonal and leadership skills to:

consult with team members

deal with difficult situations

develop and communicate team objectives including encouraging feedback

encourage ideas, views or suggestions from team members

review own progress and performance with appropriate personnel

provide information on responsibilities

negotiate resources and implementation methods through clear and direct communication

ask questions to identify and confirm requirements

give instructions and constructive feedback

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

resolve conflict

literacy skills to communicate ideas and information

Required knowledge

store policy and procedures in regard to:

job role and responsibilities

people management

staff development

leadership

team and company objectives

principles and techniques in interpersonal communication skills, including:

conflict resolution

negotiation

consultation

team building

training and mentoring

delegation

Training Packages and competency standards

relevant legislation

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

establishes effective and collaborative teams to achieve common objectives

manages teams to perform effectively and collaboratively by:

using a leadership style that supports store image, culture and business strategic direction

creating an environment to achieve high standards

maintaining effective communication with staff

leading by example

consulting honestly and openly

dealing with difficult situations fairly, openly and promptly

evaluates, analyses and enhances own leadership style

evaluates and improves the effective performance of teams

leads teams in an effective, open, consultative and supportive manner

delegates appropriate responsibility and authority to team members.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant documentation, such as:

store policy and procedures on people management and staff development

team and company objectives

a team.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

third-party reports from a supervisor

customer feedback

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Store image and culture may relate to:

range of products and services

personal and store presentation

organisational structure, including own position and role within the structure

chain of command

workplace policy and procedures

organisational values

mission statement

workplace goals.

Team members may:

come from a variety of social, cultural or ethnic backgrounds

vary in literacy and numeracy skills

vary in competencies.

Difficult situations and problems may include:

unsafe work practices

dealing with difficult customers

dealing with customer complaints

resolving staff conflict

managing emergency situations.

Communication may include:

verbal

individuals or groups

formal or informal meetings

written correspondence, memos

email, fax, telephone

use of languages other than English including local community languages, Indigenous languages and visual languages such as sign language.

Store policy and procedures in regard to:

staff development, people management and leadership style

conflict resolution and grievance procedures.

Resources may include:

training materials

equipment

relevant information.

Feedback may be sought and given:

verbally

in languages other than English including local community languages, Indigenous languages and visual languages such as sign language

in writing

in groups

individually.

Sources of relevant information may include:

personal observation and experience

colleagues, supervisors and managers

personnel documentation and files

unions

industry associations

industry publications

internet

information services

industry contacts, mentors and advisers.

Competencies may include:

customer service skills

communication skills

conflict resolution skills

team building skills

industry specific skills.

Appropriate personnel may include:

supervisor and manager

team members.

Methods used to record decisions may include:

manual

digital

allocated proformas.