Implement effective workplace relationships

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver BSBFLM403B, 'Implement effective workplace relationships'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Implement effective workplace relationships' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria

Elements and Performance Criteria


Performance Criteria


Collect, analyse and communicate information and ideas


Relevant information is collected from appropriate sources, analysed and shared with the work team to improve work performance


Ideas and information are communicated in a manner which is appropriate and sensitive to the cultural and social diversity of the audience and any special needs


Consultation processes are implemented to encourage employees to contribute to issues related to their work, and feedback in regard to outcomes is promptly relayed to the work team


Contributions from internal and external sources are sought and valued in developing and refining new ideas and approaches


Processes are implemented to ensure that issues raised are resolved promptly or referred to relevant personnel as required


Develop trust and confidence


All internal and external contacts are treated with integrity, respect and empathy


The organisation's social, ethical and business standards are used to develop and maintain effective relationships


Trust and confidence of colleagues, customers and suppliers is gained and maintained through competent performance


Interpersonal styles and methods are adjusted to meet the organisation's social and cultural environment


Other members of the work team are encouraged to follow examples set, according to organisation's policies and procedures


Develop and maintain networks and relationships


Networks are used to identify and build relationships


Networks and other work relationships are used to provide identifiable benefits for the team and organisation


Manage difficulties into positive outcomes


Difficulties are identified and analysed, and action is taken to rectify the situation within the requirements of the organisation and relevant legislation


Colleagues are guided and supported to resolve work difficulties


Workplace outcomes are regularly reviewed and improved in consultation with relevant personnel


Poor work performance is managed within the organisation's processes


Conflict is managed constructively within the organisation's processes

Qualifications and Skillsets

BSBFLM403B appears in the following qualifications:

  • AUR31205 - Certificate III in Automotive Retail, Service and Repair
  • AUR50105 - Diploma of Automotive Management
  • AUR40105 - Certificate IV in Automotive Management