Maintain employee relations

This unit describes the performance outcomes, skills and knowledge required to maintain employee relations. It involves identifying awards and agreements, minimising potential industrial problems, and implementing dispute and grievance procedures.


This unit requires the team member to understand and apply store policy and procedures and local statutory requirements to maintain positive employee relations by acting to identify and minimise potential industrial problems, and implement dispute and grievance procedures where necessary. Those with managerial responsibility undertake this role.



Elements and Performance Criteria




Identify awards and agreements.


Identify and interpret relevant awards and agreements accurately.


Apply relevant awards and agreements accurately and equally to all staff.


Regularly and accurately inform staff of changes in awards and agreements.


Make copy of relevant awards and agreements available to employee if requested.


Identify and minimise potential industrial problems.


Regularly provide opportunities for staff to discuss problems that directly or indirectly affect their work.


Counsel staff, if required, in a positive and constructive manner or refer to appropriate personnel when necessary.


Promptly identify potential and actual conflicts between staff and take effective remedial action as soon as practicable.


Apply remedial action according to store policy and procedures and legislative requirements.


Accurately maintain records of conflict and outcomes according to store policy.


Implement dispute settlement procedures.


Promptly identify disputes or grievances.


Apply store dispute and grievance procedures and legislative requirements accurately and promptly.


Accurately inform staff of current procedures and policies.


Apply all procedures and policies in an impartial manner.


Accurately and completely record details of all procedures and make available to authorised personnel.


Promptly refer unsettled disputes or grievances to management.


Promptly refer recommendation for improvements to dispute and grievance procedures to management.

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 awards/agreements

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 non-verbal 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 non-attendance

staff rosters

interpersonal conflict

grievance procedures

personal animosity

discriminatory behaviour


staff counselling and disciplinary procedures

equal opportunity issues

non-compliance with store policy and procedures

part-time, casual, full-time 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 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 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 non-discriminatory 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

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.

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

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.




Competency Field

Management and Leadership

Employability Skills

The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.

Licensing Information

Not applicable.