Unit of competency details

Modification History

Not Applicable

Unit Descriptor

Unit descriptor 

This unit of competency involves the knowledge and skills required for individuals responsible for monitoring and maintaining effective work group activities. It covers developing trust and confidence in the work group and requires the demonstration of appropriate communication methods in determining team roles and activities.

The unit also covers the requirement for significant planning skills to ensure members of the work group are clear on carrying out their roles and responsibilities. A participative approach is required to monitor and review team effectiveness in order to satisfy wider client needs.

This unit may be expected to apply to a worker who has significant team leading responsibilities. This unit would usually be carried out under managerial supervision, within organisational guidelines.

Application of the Unit

Not Applicable

Licensing/Regulatory Information

Not Applicable

Pre-Requisites

Not Applicable

Employability Skills Information

Not Applicable

Elements and Performance Criteria Pre-Content

Not Applicable

Elements and Performance Criteria

Required Skills and Knowledge

Refer to Evidence Guide

Evidence Guide

EVIDENCE GUIDE 

Critical aspects of competency 

• Use appropriate communication techniques to develop trust and confidence within a work group.
• Utilise work group in participative arrangements to plan and improve workplace effectiveness.
• Resolve poor work performance efficiently within organisational requirements.
• Monitor and evaluate work group performance with the view to improving and refining arrangements that exist.

Knowledge needed to achieve the performance criteria 

Knowledge and understanding are essential to apply this unit of competency in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this unit are listed below.

• Role and function of workplace teams.
• Enterprise communication structure and work procedures.
• Staff development/learning opportunities available.
• Organisational codes of conduct.
• Legislative and regulatory requirements relevant to workplace procedures.
• Counselling and disciplinary procedures.
• Recruitment practices.
• Team dynamics.
• Stages of team development.
• Causes of stress or conflict in teams.
• Strategies for managing or reducing conflict.
• Communication methods and communication mediums.

Specific skills needed to achieve the performance criteria 

To achieve the performance criteria, some complementary skills are required. These relate to the ability to:

• use interpersonal communication skills that assist in establishing and maintaining work group relationships:

• conflict management
• negotiation
• problem-solving
• active listening/providing feedback
• report writing

• use work planning and data analysis
• relate to people from a range of social, cultural and ethnic backgrounds.

Other units of competency that could be assessed with this unit 

Where practical, this unit should be assessed in an integrated fashion with other appropriate units.

This unit could be assessed on its own or in combination with other competencies relevant to the job function.

Resources required to assess this unit 

Practical assessment will frequently be in the workplace or a suitable similar environment. Access to such an environment will be required. The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace. This includes access to the following:

• a relevant venue
• a work group
• relevant organisational documentation
• assessment documentation forms and record books.

Gaining evidence to assess this unit 

For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor (or assessment team working together to conduct the assessment). The competency is to be demonstrated in a range of situations that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.

This unit is essentially skills-based and it is expected that assessment will be largely practical (i.e. workplace-based or by simulation) in nature, supported by questioning to assess underpinning knowledge and effective communication techniques.

Opportunities for practice and self-assessment under the guidance of a person deemed to be competent in the work area should be provided in advance of a formal assessment. Information derived from actual workplace experience should be treated as confidential.

Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in organisational OHS policies and procedures. Assessment requires that the facilitation of workplace teams meets the objectives of the company and industry expectations in the particular organisational requirement.

Key competency levels 

There are a number of processes learnt throughout work and daily life that are required in all jobs. They are fundamental processes and generally transferable to other work environments. Some of these work processes are covered by the key competencies listed below. Information provided to each question highlights how these processes are applied in this unit of competency.

The number in brackets indicates the level to which the key competency should be demonstrated.

Range Statement

RANGE STATEMENT 

The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables may be present for this particular unit.

Communication mediums  may include:

• company training
• face-to-face discussions
• instructional materials
• regular and one-off meetings
• signs and symbols
• use of an interpreter where required
• written instructions.

Company requirements  may include:

• code of ethics
• dress/uniform codes
• legal and organisational policy/guidelines
• legislation relevant to the work or service function
• OHS policies, procedures and programs
• organisational image
• personnel practices and guidelines outlining work roles, responsibilities and delegations
• quality systems, standards and guidelines
• staff appearance and presentation.

Data  may be verbal, visual and anecdotal information collected during operations.

Effective communication techniques  may include but are not limited to:

• active listening techniques
• clear, legible writing
• maintaining eye contact (for face-to-face interactions)
• non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)
• speaking clearly and concisely
• using appropriate language and tone of voice
• using open and/or closed questions
• verbal or written responses.

Forms of communication  may include:

• exchange of reports and information
• face-to-face interactions
• responding to email
• site news sheet
• telephone discussions
• two-way radio interactions
• written information via a communication logbook.

Legislative and regulatory requirements  may take into account:

• consumer law
• discrimination/equal employment opportunity/racial vilification
• environmental law
• harassment and other laws specific to local government, state and federal legislation
• industry codes of conduct
• OHS
• privacy legislation.

Relevant parties  may include external clients and supervisors/line managers.

Work group  members may include:

• colleagues/team members
• people from a range of social, cultural or ethnic backgrounds
• supervisors/line managers.

Workplace procedures  may include:

• assignment instructions
• instructions from colleagues/supervisor/manager
• personal protective equipment requirements
• reporting and documentation requirements
• specific customer requirements.

Unit Sector(s)

Not Applicable