Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to gather information and maintain effective working relationships and networks, with particular regard to communication and representation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
Application of the Unit
Application of the unit |
Frontline managers have a key role in contributing to efficient and effective work teams within the context of the organisation. They play a prominent part in motivating, mentoring, coaching and developing team cohesion through providing leadership for the team and forming the bridge between the management of the organisation and the team members. At this level, work will normally be carried out within known routines, methods and procedures which require the exercise of some discretion and judgement. This unit is related to BSBWOR401A Establish effective workplace relationships. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
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Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
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. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Seek, receive and communicate information and ideas |
1.1. Collect information associated with the achievement of work responsibilities from appropriate sources 1.2. Communicate ideas and information to diverse audiences in an appropriate and sensitive manner 1.3. Seek contributions from internal and external sources to develop and refine new ideas and approaches in accordance with organisational processes 1.4. Facilitate consultation processes to allow employees to contribute to issues related to their work, and promptly communicate outcomes of consultation to the work team 1.5. Promptly deal with and resolve issues raised, or refer them to relevant personnel |
2. Encourage trust and confidence |
2.1. Treat people with integrity, respect and empathy 2.2. Encourage effective relationships within the framework of the organisation's social , ethical and business standards 2.3. Gain and maintain the trust and confidence of colleagues , customers and suppliers through competent performance 2.4. Adjust interpersonal styles and methods in relation the to organisation's social and cultural environment |
3. Identify and use networks and relationships |
3.1. Identify and utilise workplace networks to help build relationships 3.2. Identify and describe the value and benefits of networks and other work relationships for the team and the organisation |
4. Contribute to positive outcomes |
4.1. Identify difficulties and take action to rectify the situation within own level of responsibility according to organisational and legal requirements 4.2. Support colleagues in resolving work difficulties 4.3. Regularly review workplace outcomes and implement improvements in consultation with relevant personnel 4.4. Identify and resolve poor work performance within own level of responsibility and according to organisational policies 4.5. Deal constructively with conflict, within the organisation's established processes |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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Evidence Guide
EVIDENCE GUIDE |
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The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. |
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Overview of assessment |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure:
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Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
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Range Statement
RANGE STATEMENT |
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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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
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Information may include: |
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Sources of information may be: |
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Diverse audiences may include: |
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Consultation processes may include: |
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Relevant personnel may include: |
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The organisation's social , ethical and business standards may refer to: |
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Colleagues , customers and suppliers may include: |
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Workplace networks may be: |
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Workplace outcomes may include: |
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Poor work performance may relate to: |
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Unit Sector(s)
Unit sector |
Competency field
Competency field |
Management and Leadership - Frontline Management |
Co-requisite units
Co-requisite units |
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