NTISthis.com

Evidence Guide: BSBWOR201 - Manage personal stress in the workplace

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

 

BSBWOR201 - Manage personal stress in the workplace

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

Develop personal awareness of stress

  1. Recognise signs and sources of stress
  2. Acknowledge stress and difficult situations
  3. Analyse and understand potential areas of stress in the work environment
Recognise signs and sources of stress

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge stress and difficult situations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and understand potential areas of stress in the work environment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop stress management techniques

  1. Develop an effective understanding of a range of stress management techniques
  2. Use appropriate techniques to manage stressful situations effectively
  3. Focus on areas of stress within personal control
  4. Adopt strategies to effectively reduce, manage and deal with stress
Develop an effective understanding of a range of stress management techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate techniques to manage stressful situations effectively

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Focus on areas of stress within personal control

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adopt strategies to effectively reduce, manage and deal with stress

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage time

  1. Develop and understand job role priorities
  2. Develop techniques to support achievement of key performance indicators (KPIs) and priorities
  3. Use appropriate time management tools and techniques
  4. Regularly evaluate tools and techniques
  5. Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews
Develop and understand job role priorities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop techniques to support achievement of key performance indicators (KPIs) and priorities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate time management tools and techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regularly evaluate tools and techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recover from a stressful contact

  1. Review the contact or situation
  2. Analyse root cause/s of stressful contact or situation
  3. Depersonalise context of contact or situation
  4. Discuss outcomes with appropriate staff members
  5. Prepare for next contact or situation positively
  6. Follow up or take action where needed
Review the contact or situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse root cause/s of stressful contact or situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Depersonalise context of contact or situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Discuss outcomes with appropriate staff members

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare for next contact or situation positively

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow up or take action where needed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain personal stamina and resilience

  1. Identify sources of fatigue in contact centre role
  2. Adopt work routine and procedural strategies to minimise stress and fatigue
  3. Monitor personal performance against performance requirements
  4. Adapt stamina management strategies to maximise performance
  5. Seek assistance from team members and management in managing stamina
Identify sources of fatigue in contact centre role

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adopt work routine and procedural strategies to minimise stress and fatigue

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor personal performance against performance requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adapt stamina management strategies to maximise performance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek assistance from team members and management in managing stamina

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain work/life balance

  1. Identify work/life priorities
  2. Adopt strategies to support work/life priorities
  3. Give high priority to health and wellbeing
  4. Monitor work/life balance
  5. Develop ability to effectively leave work behind at the end of the day
Identify work/life priorities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adopt strategies to support work/life priorities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give high priority to health and wellbeing

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor work/life balance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop ability to effectively leave work behind at the end of the day

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop personal awareness of stress

1.1 Recognise signs and sources of stress

1.2 Acknowledge stress and difficult situations

1.3 Analyse and understand potential areas of stress in the work environment

2. Develop stress management techniques

2.1 Develop an effective understanding of a range of stress management techniques

2.2 Use appropriate techniques to manage stressful situations effectively

2.3 Focus on areas of stress within personal control

2.4 Adopt strategies to effectively reduce, manage and deal with stress

3. Manage time

3.1 Develop and understand job role priorities

3.2 Develop techniques to support achievement of key performance indicators (KPIs) and priorities

3.3 Use appropriate time management tools and techniques

3.4 Regularly evaluate tools and techniques

3.5 Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews

4. Recover from a stressful contact

4.1 Review the contact or situation

4.2 Analyse root cause/s of stressful contact or situation

4.3 Depersonalise context of contact or situation

4.4 Discuss outcomes with appropriate staff members

4.5 Prepare for next contact or situation positively

4.6 Follow up or take action where needed

5. Maintain personal stamina and resilience

5.1 Identify sources of fatigue in contact centre role

5.2 Adopt work routine and procedural strategies to minimise stress and fatigue

5.3 Monitor personal performance against performance requirements

5.4 Adapt stamina management strategies to maximise performance

5.5 Seek assistance from team members and management in managing stamina

6. Maintain work/life balance

6.1 Identify work/life priorities

6.2 Adopt strategies to support work/life priorities

6.3 Give high priority to health and wellbeing

6.4 Monitor work/life balance

6.5 Develop ability to effectively leave work behind at the end of the day

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop personal awareness of stress

1.1 Recognise signs and sources of stress

1.2 Acknowledge stress and difficult situations

1.3 Analyse and understand potential areas of stress in the work environment

2. Develop stress management techniques

2.1 Develop an effective understanding of a range of stress management techniques

2.2 Use appropriate techniques to manage stressful situations effectively

2.3 Focus on areas of stress within personal control

2.4 Adopt strategies to effectively reduce, manage and deal with stress

3. Manage time

3.1 Develop and understand job role priorities

3.2 Develop techniques to support achievement of key performance indicators (KPIs) and priorities

3.3 Use appropriate time management tools and techniques

3.4 Regularly evaluate tools and techniques

3.5 Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews

4. Recover from a stressful contact

4.1 Review the contact or situation

4.2 Analyse root cause/s of stressful contact or situation

4.3 Depersonalise context of contact or situation

4.4 Discuss outcomes with appropriate staff members

4.5 Prepare for next contact or situation positively

4.6 Follow up or take action where needed

5. Maintain personal stamina and resilience

5.1 Identify sources of fatigue in contact centre role

5.2 Adopt work routine and procedural strategies to minimise stress and fatigue

5.3 Monitor personal performance against performance requirements

5.4 Adapt stamina management strategies to maximise performance

5.5 Seek assistance from team members and management in managing stamina

6. Maintain work/life balance

6.1 Identify work/life priorities

6.2 Adopt strategies to support work/life priorities

6.3 Give high priority to health and wellbeing

6.4 Monitor work/life balance

6.5 Develop ability to effectively leave work behind at the end of the day