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Evidence Guide: BSBFLM303C - Contribute to effective workplace relationships

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBFLM303C - Contribute to effective workplace relationships

What evidence can you provide to prove your understanding of each of the following citeria?

Seek, receive and communicate information and ideas

  1. Collect information associated with the achievement of work responsibilities from appropriate sources
  2. Communicate ideas and information to diverse audiences in an appropriate and sensitive manner
  3. Seek contributions from internal and external sources to develop and refine new ideas and approaches in accordance with organisational processes
  4. Facilitate consultation processes to allow employees to contribute to issues related to their work, and promptly communicate outcomes of consultation to the work team
  5. Promptly deal with and resolve issues raised, or refer them to relevant personnel
Collect information associated with the achievement of work responsibilities from appropriate sources

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate ideas and information to diverse audiences in an appropriate and sensitive manner

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Seek contributions from internal and external sources to develop and refine new ideas and approaches in accordance with organisational processes

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Facilitate consultation processes to allow employees to contribute to issues related to their work, and promptly communicate outcomes of consultation to the work team

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Promptly deal with and resolve issues raised, or refer them to relevant personnel

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Encourage trust and confidence

  1. Treat people with integrity, respect and empathy
  2. Encourage effective relationships within the framework of the organisation's social, ethical and business standards
  3. Gain and maintain the trust and confidence of colleagues, customers and suppliers through competent performance
  4. Adjust interpersonal styles and methods in relation the to organisation's social and cultural environment
Treat people with integrity, respect and empathy

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Encourage effective relationships within the framework of the organisation's social, ethical and business standards

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Gain and maintain the trust and confidence of colleagues, customers and suppliers through competent performance

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Adjust interpersonal styles and methods in relation the to organisation's social and cultural environment

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify and use networks and relationships

  1. Identify and utilise workplace networks to help build relationships
  2. Identify and describe the value and benefits of networks and other work relationships for the team and the organisation
Identify and utilise workplace networks to help build relationships

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify and describe the value and benefits of networks and other work relationships for the team and the organisation

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Contribute to positive outcomes

  1. Identify difficulties and take action to rectify the situation within own level of responsibility according to organisational and legal requirements
  2. Support colleagues in resolving work difficulties
  3. Regularly review workplace outcomes and implement improvements in consultation with relevant personnel
  4. Identify and resolve poor work performance within own level of responsibility and according to organisational policies
  5. Deal constructively with conflict, within the organisation's established processes
Identify difficulties and take action to rectify the situation within own level of responsibility according to organisational and legal requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Support colleagues in resolving work difficulties

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Regularly review workplace outcomes and implement improvements in consultation with relevant personnel

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify and resolve poor work performance within own level of responsibility and according to organisational policies

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Deal constructively with conflict, within the organisation's established processes

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Overview of assessment

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

Evidence of the following is essential:

using culturally appropriate communication techniques to share work-based information with teams and individuals in accordance with organisation policies

developing networks and building team relationships

regularly reviewing workplace outcomes to identify and resolve issues and implement improvements within own level of responsibility and according to organisational policies.

Context of and specific resources for assessment

Assessment must ensure:

access to appropriate documentation and resources normally used in the workplace.

Method of assessment

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

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

oral or written questioning to assess knowledge and understanding of principles of relationship management and organisation's social, ethical and business standards

presentation of examples of actions taken by the candidate to build networks and contribute to positive workplace relationships and outcomes.

Guidance information for assessment

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

other management or frontline managementunits.

Required Skills and Knowledge

Required skills

ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities

coaching and mentoring skills to provide support to colleagues

functional literacy skills to access and use workplace information

relationship management and communication skills to:

interpret information from a variety of people

respond to unexpected demands from a range of people

gain the trust and confidence of colleagues

deal with people openly and fairly

forge effective relationships with internal and/or external people.

Required knowledge

principles and techniques associated with relationship management, including:

developing trust and confidence

behaving consistently in work relationships

identifying the cultural and social environment

identifying and assessing interpersonal styles

establishing networks

identifying and resolving problems

handling conflict

managing poor work performance

monitoring and improving work relationships

using anti-discrimination/bias strategies and making contributions

relevant legislation from all levels of government that may affect business operation, especially in regard to:

occupational health and safety and environmental issues

equal opportunity

industrial relations

anti-discrimination.

Range Statement

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Information may include:

archived, filed and historical background data

electronic or manual transmission

individual and team performance data

marketing and customer-related data

organisation policies and procedures

planning and organisational documents including the outcomes of continuous improvement and quality assurance

written or verbal communications

Sources of information may be:

external, such as:

external customers

web based resources

reports

internal, such as:

supervisors, managers and peers

organisation policies and procedures

workplace documents

Diverse audiences may include:

persons with specific social, cultural and other needs that require a range of strategies and approaches including adjusting communication

Consultation processes may include:

feedback to the work team and relevant personnel in relation to outcomes of the consultation process

opportunity for employees to contribute ideas and information

Relevant personnel may include:

OHS committees and OHS representatives

people with specialist responsibilities

supervisors, managers and other employees

union representatives/groups

The organisation's social, ethical and business standards may refer to:

implied standards such as honesty and respect relative to the organisation culture and generally accepted within the wider community

rewards and recognition for high performing staff

standards expressed in legislation and regulations such as anti-discrimination legislation

written standards such as those expressed in:

vision and mission statements

policies

code of workplace conduct/behaviour

dress code

statement of workplace values

Colleagues, customers and suppliers may include:

employees at the same level and more senior managers

internal and external contacts

people from a wide variety of social, cultural and ethnic backgrounds

team members

Workplace networks may be:

formal or informal

individuals or groups

internal or external

structured or unstructured

Workplace outcomes may include:

OHS processes and procedures

performance of the work team

Poor work performance may relate to:

self or work team; or it may extend to the organisation as a whole