Lead effective workplace relationships


This unit defines skills, knowledge and outcomes required to use leadership to promote team cohesion. It includes motivating, mentoring, coaching and developing the team and forming the bridge between the management of the organisation and team members.

This unit applies to team leaders, supervisors and new or emerging managers where leadership plays a role in developing and maintaining effective workplace relationships. It applies in any industry or community context.

At this level work will normally be carried out within routine and non-routine methods and procedures, which require planning and evaluation and leadership and guidance of others.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

Elements and Performance Criteria



Elements describe the essential outcomes.

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

1. Collect, analyse and communicate information and ideas

1.1 Collect relevant information from appropriate sources and analyse and share with the work team to improve work performance

1.2 Communicate ideas and information in a manner which is appropriate and sensitive to the cultural and social diversity of the audience and any specific needs

1.3 Lead consultation processes to encourage employees to contribute to issues related to their work, and promptly relay feedback to the work team in regard to outcomes

1.4 Seek and value contributions from internal and external sources in developing and refining new ideas and approaches

1.5 Implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel as required

2. Develop trust and confidence as leader

2.1 Treat all internal and external contacts with integrity, respect and empathy

2.2 Use the organisation's social, ethical and business standards to develop and maintain effective relationships

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

2.4 Adjust interpersonal styles and methods to meet organisation's social and cultural environment

2.5 Lead and encourage other members of the work team to follow examples set according to organisation's policies and procedures

3. Develop and maintain networks and relationships

3.1 Use networks to identify and build relationships

3.2 Use networks and other work relationships to provide identifiable benefits for the team and organisation

4. Manage difficulties into positive outcomes

4.1 Identify and analyse difficulties and take action to rectify the situation within the requirements of the organisation and relevant legislation

4.2 Guide and support colleagues to resolve work difficulties

4.3 Regularly review and improve workplace outcomes in consultation with relevant personnel

4.4 Manage poor work performance within the organisation's processes

4.5 Manage conflict constructively within the organisation's processes

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.







Collects, analyses and evaluates textual information from a range of resources to inform improvement strategies

Oral Communication

1.2, 1.3, 2.4, 2.5, 4.2

Selects or adjusts communication style to maintain effectiveness of interaction and build and maintain engagement consistent with organisational requirements

Navigate the world of work

2.2, 2.5, 4.1, 4.4, 4.5

Recognises and follows legislative and organisational requirements relevant to own role

Interact with others

1.1-1.4, 2.1, 2.3, 2.5, 3.1, 3.2, 4.2, 4.5

Selects and uses appropriate conventions and protocols when communicating with diverse stakeholders

Adapts personal communication style to build trust and positive working relationships and to show respect for the opinions, values and particular needs of others

Plays a lead role in situations requiring effective collaboration, demonstrating conflict resolution skills and ability to engage and motivate others

Get the work done

1.1, 1.5, 4.1, 4.3

Plans and implements activities and processes to manage and review work performance

Systematically gathers and analyses all relevant information to formulate and evaluate possible solutions to difficulties


Management and Leadership - Leadership