Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

ELEMENT 

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

Skill 

Performance 

Criteria 

Description 

Reading

1.1

• 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

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBLDR402 Lead effective workplace relationships

BSBWOR401A Establish effective workplace relationships

Updated to meet Standards for Training Packages

Title change

Minor edits to clarify intent of performance criteria

Equivalent unit

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.