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Elements and Performance Criteria

  1. Identify awards and agreements.
  2. Identify and minimise potential industrial problems.
  3. Implement dispute settlement procedures.

Required Skills

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

The following skills must be assessed as part of this unit

interpersonal communication skills to

provide information to staff about changes to awardsagreements

provide information to staff about current dispute and grievance procedures

provide counselling through clear and direct communication

ask questions to identify and confirm requirements



use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

resolve conflict

literacy skills in

comprehending and interpreting relevant workplace documents

generating workplace documents

The following knowledge must be assessed as part of this unit

store policy procedures and legislative requirements in regard to

workplace ethics

unfair dismissal

shift availability or nonattendance

staff rosters

interpersonal conflict

grievance procedures

personal animosity

discriminatory behaviour


staff counselling and disciplinary procedures

equal opportunity issues

noncompliance with store policy and procedures

parttime casual fulltime work contract employment


store organisational structure

rights and responsibilities of employers and employees in retail workplace

responsibilities of employers and employees under an Australian apprenticeship contract of training

relevant legislation and statutory requirements

relevant industry codes of practice

principles and techniques for interpersonal communication

Evidence Required

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 TrainingPackage

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

Evidence of the following is essential

consistently and responsibly applies store policy and procedures in regard to industry codes of practice relating to employee relations

knows and consistently applies state and local statutory requirements and regulations including relevant industry awards and agreements

knows and consistently applies safe work practices in regard to the provision of services according to the relevant OHS legislation

consistently and responsibly applies store policy and procedures in regard to identifying and minimising potential industrial problems and implementing dispute and grievance procedures

consistently and responsibly applies store policy and procedures and legislative requirements in regard to external and internal client contact especially the use of nondiscriminatory language and attitudes

knows employees and employers rights and responsibilities in regards to awards and agreements

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated work environment

a range of employees or customers or case studies dealing with a variety of industrial relations issues

relevant documentation such as

awards and agreements

store policy and procedures relating to grievances counselling and discipline

store rosters

legislation and statutory requirements

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

a role play

thirdparty reports from a supervisor

answers to questions about specific skills and knowledge

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

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

SIRXMGTA Coordinate work teams

SIRXMGT001A Coordinate work teams.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification

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 in the performance criteria is detailed below.

Staff may include:

full-time, part-time or casual

under contract

people with varying degrees of language and literacy

people from a range of cultural, social and ethnic backgrounds

people with a range of responsibilities and job descriptions.

Appropriate personnel may include:

team leader



Interpersonal conflict:

may occur with or between:





may be minimised formally or informally

is minimised to:

promote effective working relationships

prevent disciplinary or grievance procedures becoming necessary.

Store policy and procedures in regard to:

employee relations.

Legislative requirements may include:

relevant industry awards and agreements

equal employment opportunity (EEO)


unfair dismissal

workplace relations

industry codes of practice.

Records systems may be:



Dispute and grievance procedures may be initiated by:



staff representative.