Coordinate work teams

This unit describes the performance outcomes, skills and knowledge required to coordinate work teams in a retail environment. It involves monitoring and organising staffing levels, informing team members of expected standards of work, coaching and motivating the team and maintaining staffing records.


This unit applies to team leaders or managers who are responsible for the induction, rostering, coordination, coaching and motivation of work teams according to store policy and procedures and local statutory requirements. It requires strong interpersonal communication skills.



Elements and Performance Criteria


Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Monitor and organise staffing levels.

1.1.Maintain staffing levels and rosters in designated areas within budget and according to store policy and procedures and legislative requirements.

1.2.Roster team according to anticipated sales peaks and statutory requirements.

1.3.Inform team members of individual rosters according to store policy and procedures.

1.4.Take corrective action as needed, according to staff availability.

2. Inform team members.

2.1.Inform team of expected standards of work and behaviour required by store policy in a manner and at a level and pace appropriate to the individual.

2.2.Implement staff communication and motivation programs according to store policy.

2.3.Compare store targets to individual and team results.

2.4.Conduct staff meetings to address issues within area of authority according to store policy.

2.5.Perform staff induction into teams, according to store policy.

3. Coach on the job.

3.1.Identify opportunities to coach team members who are unfamiliar with specific procedures.

3.2.Make team members aware of the work application of the competency or job being taught.

3.3.Use a systematic approach, including explanation and demonstration where appropriate.

3.4.Encourage trainees by positive comments and feedback.

3.5.Design feedback during instruction to help trainees learn from their mistakes.

3.6.Encourage and guide trainees to evaluate their own performance and diagnose it for improvement.

3.7.Evaluate trainees’ performance, according to store policy and procedures.

4. Motivate the team.

4.1.Identify strengths and weaknesses of team against current and anticipated work requirements.

4.2.Encourage individuals within the team to contribute to discussion and planning of team objectives and goals.

4.3.Update and review team objectives and goals on a regular basis in consultation with relevant personnel.

4.4.Develop positive and constructive relationships with and between team members.

4.5.Treat all team members fairly, equally and with respect.

4.6.Accept responsibility for developing own competencies and identify realistic objectives.

5. Maintain staffing records.

5.1.Maintain staff records as required, according to store policy and relevant awards and agreements.

Required Skills

Required skills

interpersonal skills to:

inform team members of rosters

conduct staff meetings

coach team members, including explaining and demonstrating

provide feedback and encouragement through clear and direct communication

ask questions to identify and confirm requirements

give instructions and provide constructive feedback

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

literacy skills to:

interpret workplace documents

report procedures

Required knowledge

store policy and procedures in regard to:

workplace ethics

work teams

staffing rosters

personnel records

trainee assessment

supervising new apprentices

staff counselling and disciplinary procedures

work and overtime periods



store organisational structure

rights and responsibilities of employers and employees in retail workplace

award and agreement requirements, including employment classifications, such as fulltime, part-time and casual

forms of work in retail

major changes affecting retail workplaces

principles and techniques in interpersonal communication

relevant legislation and statutory requirements, such as:

equal employment opportunity (EEO) legislation

antidiscrimination legislation

industry awards and agreements

relevant Work Health and Safety (WHS) regulations

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 Training Package.

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 and ethical behaviour in regard to the coordination of staff

consistently applies store policies and procedures in regard to monitoring, organising, maintaining staffing levels, communicating with staff, mentoring, coaching and motivating staff

consistently and responsibly applies store policy and procedures in regard to the induction of new staff.

consistently and responsibly applies store policy and procedures in regard to maintaining staffing levels and coordinating work teams within budgetary constraints

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

consistently applies appropriate communication and interpersonal skills when motivating the team and informing staff of roles and responsibilities

reports suggestions for improvements in procedures to management.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant documentation, such as:

legislation and statutory requirements

awards and agreements

job descriptions and responsibilities

training programs

store policy and procedures manuals

rostering and recording systems

a work team.

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

third-party reports from a supervisor

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

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

SIRXMGT002A Maintain employee relations.

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.

Staffing levels may vary according to:

peak trading times

special events




Store policy and procedures may relate to:

staffing requirements

on the job training

maintaining staffing records


Legislative requirements may include:


equal opportunity


workplace relations

industry awards and agreements.

Team may include:

full-time, part-time or casual staff

staff 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.

Statutory requirements may include:

minimum and maximum hours of work

meal and other breaks

leave entitlements

remuneration scales

penalty rates

relevant industry awards and agreements.

Work may include:





maintaining equipment


Communication with team may be:



in languages other than English, Indigenous languages or visual languages, such as sign language

individually or in groups.

Staff induction may include:

formal training program

one-to-one coaching.

Coaching may be done:

frequently or infrequently

formally or informally.

Procedures may relate to:

modes of communication

contact with customers

job descriptions and responsibilities

interaction with other team members

interaction with supervision and management


Techniques for providing comments and feedback may include:

using appropriate, open and inclusive language

speaking clearly and concisely

using languages other than English, including Indigenous languages and visual languages, such as sign language

non-verbal communication.

Methods of evaluation may include:


third-party reports

customer feedback


Relevant personnel may include:

team members



Staff records:

systems may be:



may relate to:


leave entitlements





Competency Field

Management and Leadership

Employability Skills

This unit contains employability skills.

Licensing Information

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