The Evidence Guide provides advice to inform and support appropriate assessment of this unit. It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence. The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency. Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package.
Overview of Assessment Requirements
A person who demonstrates competence in this unit must be able to provide evidence that they are able to manage the process of accessing and analysing information to achieve planned outcomes, communicate information and ideas to a range of stakeholders and they must be able to manage a process which facilities the development and maintenance of positive work relationships, they must be able to encourage the development of trust and confidence within the work team and resolve problems and conflicts effectively and efficiently.
Specific Evidence Requirements
Required knowledge and understanding include:
relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
the principles and techniques involved in the management and organisation of:
- the organisation's information
- policy development
- strategic and operational planning and working strategically
effective workplace relationship through:
- developing trust and confidence
- fostering of consistent behaviour in work relationships
- identifying the cultural and social environment
- identifying and assessing interpersonal styles
- developing, maintaining and managing networks
- problem identification and resolution
- handling conflict
- consultation and communication techniques
- managing poor work performance
- managing relationships to achieve strategic planning responsibilities
- monitoring, managing and introducing ways to improve work relationships
- contributing to the elimination of discrimination/bias
Required skills and attributes include:
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
functional literacy skills to access and use workplace information
research, analysis, interpretation and reporting skills
a range of communication and other skills that support effective workplace relationships:
- responding to unexpected demands from a range of people
- using consultative processes effectively
- forging effective relationships with internal and/or external people and developing, maintaining and managing these networks
- gaining the trust and confidence of colleagues
- dealing with people openly and fairly
- using coaching and mentoring skills to provide support to colleagues
Key competencies or generic skills relevant to this unit
The seven key competencies represent generic skills considered essential for effective work participation. Innovation skills represent a further area of generic competence. The bracketed numbering indicates the performance level required in this unit:
Level (1) represents the competence to undertake tasks effectively
Level (2) represents the competence to manage tasks
Level (3) represents the competence to use concepts for evaluating and reshaping tasks. The bulleted points provide examples of how the key competencies can be applied for this unit.
Communicating ideas and information (3)
consulting with a variety of stakeholders both within and outside the organisation, including individuals and members of the work team
providing guidance and counselling support to team members
Collecting, analysing and organising information (3)
establishing processes to facilitate effective workplace relationships and to facilitate the development of networks
Planning and organising activities (3)
building strategic networks to enhance workplace opportunities both within and outside the organisation
Working in a team (3)
managing strategies to facilitate effective workplace relationships
Using mathematical ideas and techniques (2)
using appropriate calculations to assist strategic planning
Solving problems (3)
facilitating effective workplace relationships and communication processes, especially in the area of conflict resolution and as an aid to decision making
Using technology (2)
using technology to assist in the management of information
Innovation skills (3)
developing strategic networks to plan for effective workplace relationships and to achieve effective communication at all levels of the organisation and with external contacts
Products that could be used as evidence include:
documentation produced in managing effective workplace relationships, such as:
- contribution to organisational policies and procedures
- procedures and policies for dealing with diversity, and related codes of conduct
- actions taken including advice and input into management decisions to address social and ethical standards in the workplace
- actions taken including advice and input into management decisions to address issues and problems within the work team
- actions taken to address methods of accessing networks and developing strategic contacts within and outside the organisation
- learning and development plans for team members
- materials developed for coaching, mentoring and training
- induction programs developed and/or delivered
- actions taken to address internal and external communication processes
- reviews of people management
- advice and input into management decisions related to the work team
- records of people management lessons learned
- records of OHS consultation
Processes that could be used as evidence include:
how strategies have been developed to ensure that information was collected and accessed
how strategic and operational planning was conducted
how policies were established, and contributions sought and used to develop new ideas and approaches
how the organisation's social and ethical standards have been used within workplace relationships
how trust and confidence have been developed and maintained
how interpersonal styles and methods were adjusted to the organisation's social and cultural environment
how strategic networks were used to build relationships
how ongoing planning and implementation has been conducted
how strategies were developed to ensure that difficulties are addressed and solutions planned
how colleagues were counselled, guided and supported to resolve work difficulties
examples of how poor work performance and conflict was managed
Resource implications for assessment include:
access by the learner and trainer to appropriate documentation and resources normally used in the workplace
Validity and sufficiency of evidence requires:
that this unit can be assessed in the workplace or in a closely simulated work environment
that where assessment is part of a learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment
that examples of actions taken by the candidate to manage effective workplace relationships are provided
Integrated competency assessment means:
that this unit should be assessed with other frontline management units taken as part of this qualification, as applicable to the candidate's leadership role in a work team and as part of an integrated assessment activity
The Evidence Guide provides advice to inform and support appropriate assessment of this unit. It contains an overview of the assessment requirements followed by identification of specific aspects of evidence that will need to be addressed in determining competence. The Evidence Guide is an integral part of the unit and should be read and interpreted in conjunction with the other components of competency. Assessment must reflect the endorsed Assessment Guidelines of the parent Training Package.
Overview of Assessment Requirements
A person who demonstrates competence in this unit must be able to provide evidence that they are able to manage the process of accessing and analysing information to achieve planned outcomes, communicate information and ideas to a range of stakeholders and they must be able to manage a process which facilities the development and maintenance of positive work relationships, they must be able to encourage the development of trust and confidence within the work team and resolve problems and conflicts effectively and efficiently.
Specific Evidence Requirements
Required knowledge and understanding include:
relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
the principles and techniques involved in the management and organisation of:
- the organisation's information
- policy development
- strategic and operational planning and working strategically
effective workplace relationship through:
- developing trust and confidence
- fostering of consistent behaviour in work relationships
- identifying the cultural and social environment
- identifying and assessing interpersonal styles
- developing, maintaining and managing networks
- problem identification and resolution
- handling conflict
- consultation and communication techniques
- managing poor work performance
- managing relationships to achieve strategic planning responsibilities
- monitoring, managing and introducing ways to improve work relationships
- contributing to the elimination of discrimination/bias
Required skills and attributes include:
ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
functional literacy skills to access and use workplace information
research, analysis, interpretation and reporting skills
a range of communication and other skills that support effective workplace relationships:
- responding to unexpected demands from a range of people
- using consultative processes effectively
- forging effective relationships with internal and/or external people and developing, maintaining and managing these networks
- gaining the trust and confidence of colleagues
- dealing with people openly and fairly
- using coaching and mentoring skills to provide support to colleagues
Key competencies or generic skills relevant to this unit
The seven key competencies represent generic skills considered essential for effective work participation. Innovation skills represent a further area of generic competence. The bracketed numbering indicates the performance level required in this unit:
Level (1) represents the competence to undertake tasks effectively
Level (2) represents the competence to manage tasks
Level (3) represents the competence to use concepts for evaluating and reshaping tasks. The bulleted points provide examples of how the key competencies can be applied for this unit.
Communicating ideas and information (3)
consulting with a variety of stakeholders both within and outside the organisation, including individuals and members of the work team
providing guidance and counselling support to team members
Collecting, analysing and organising information (3)
establishing processes to facilitate effective workplace relationships and to facilitate the development of networks
Planning and organising activities (3)
building strategic networks to enhance workplace opportunities both within and outside the organisation
Working in a team (3)
managing strategies to facilitate effective workplace relationships
Using mathematical ideas and techniques (2)
using appropriate calculations to assist strategic planning
Solving problems (3)
facilitating effective workplace relationships and communication processes, especially in the area of conflict resolution and as an aid to decision making
Using technology (2)
using technology to assist in the management of information
Innovation skills (3)
developing strategic networks to plan for effective workplace relationships and to achieve effective communication at all levels of the organisation and with external contacts
Products that could be used as evidence include:
documentation produced in managing effective workplace relationships, such as:
- contribution to organisational policies and procedures
- procedures and policies for dealing with diversity, and related codes of conduct
- actions taken including advice and input into management decisions to address social and ethical standards in the workplace
- actions taken including advice and input into management decisions to address issues and problems within the work team
- actions taken to address methods of accessing networks and developing strategic contacts within and outside the organisation
- learning and development plans for team members
- materials developed for coaching, mentoring and training
- induction programs developed and/or delivered
- actions taken to address internal and external communication processes
- reviews of people management
- advice and input into management decisions related to the work team
- records of people management lessons learned
- records of OHS consultation
Processes that could be used as evidence include:
how strategies have been developed to ensure that information was collected and accessed
how strategic and operational planning was conducted
how policies were established, and contributions sought and used to develop new ideas and approaches
how the organisation's social and ethical standards have been used within workplace relationships
how trust and confidence have been developed and maintained
how interpersonal styles and methods were adjusted to the organisation's social and cultural environment
how strategic networks were used to build relationships
how ongoing planning and implementation has been conducted
how strategies were developed to ensure that difficulties are addressed and solutions planned
how colleagues were counselled, guided and supported to resolve work difficulties
examples of how poor work performance and conflict was managed
Resource implications for assessment include:
access by the learner and trainer to appropriate documentation and resources normally used in the workplace
Validity and sufficiency of evidence requires:
that this unit can be assessed in the workplace or in a closely simulated work environment
that where assessment is part of a learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment
that examples of actions taken by the candidate to manage effective workplace relationships are provided
Integrated competency assessment means:
that this unit should be assessed with other frontline management units taken as part of this qualification, as applicable to the candidate's leadership role in a work team and as part of an integrated assessment activity