Unit of competency details

BSBLDR402 - Lead effective workplace relationships (Release 1)


ReleaseStatusRelease date
1 1 (this release)Current 25/Mar/2015

Usage recommendation:
Supersedes and is equivalent to BSBWOR401A - Establish effective workplace relationshipsUpdated to meet Standards for Training Packages 24/Mar/2015

Training packages that include this unit

CodeTitleSort Table listing Training packages that include this unit by the Title columnRelease
RII - Resources and Infrastructure Industry Training PackageResources and Infrastructure Industry Training Package 2.0 
PSP - Public Sector Training PackagePublic Sector Training Package 1.0 
PPM - Pulp & Paper Manufacturing Industry Training PackagePulp & Paper Manufacturing Industry Training Package 1.0 
MSM - Manufacturing Training PackageManufacturing Training Package 2.0-2.1 
ICT - Information and Communications TechnologyInformation and Communications Technology 2.0-3.1 
HLT - HealthHealth 2.0-4.0 
FWP - Forest and Wood Products Training PackageForest and Wood Products Training Package 2.0,3.0 
FNS - Financial Services Training PackageFinancial Services Training Package 1.0-3.0 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 2.0,3.0 
CSC - Correctional Services Training PackageCorrectional Services Training Package 1.0-1.1 
CPC08 - Construction, Plumbing and Services Training PackageConstruction, Plumbing and Services Training Package 9.3-9.4 
CHC - Community ServicesCommunity Services 2.0,3.0 
BSB - Business Services Training PackageBusiness Services Training Package 1.0-2.0 
AUR - Automotive Retail, Service and Repair Training PackageAutomotive Retail, Service and Repair Training Package 3.0-4.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
RII40815 - Certificate IV in Civil Construction DesignCertificate IV in Civil Construction Design 
PSP40116 - Certificate IV in GovernmentCertificate IV in Government 
PPM40216 - Certificate IV in Papermaking OperationsCertificate IV in Papermaking Operations 
PPM40116 - Certificate IV in Pulping OperationsCertificate IV in Pulping Operations 
MSM50316 - Diploma of Production ManagementDiploma of Production Management 1-2 
ICT41115 - Certificate IV in Telecommunications Network DesignCertificate IV in Telecommunications Network Design 
HLT57915 - Diploma of Anaesthetic TechnologyDiploma of Anaesthetic Technology 1-2 
HLT57415 - Diploma of AudiometryDiploma of Audiometry 
HLT47815 - Certificate IV in Optical DispensingCertificate IV in Optical Dispensing 
HLT47615 - Certificate IV in Cardiac TechnologyCertificate IV in Cardiac Technology 
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SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 120505 Work Practices Programmes 

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 120505 Work Practices Programmes 30/Jul/2015 
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Unit Of competency

Modification History



Release 1

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


This unit defines skills, knowledge and outcomes required to use leadership to promote team cohesion. It includes motivating, mentoring, coaching and developing the team and forming the bridge between the management of the organisation and team members.

This unit applies to team leaders, supervisors and new or emerging managers where leadership plays a role in developing and maintaining effective workplace relationships. It applies in any industry or community context.

At this level work will normally be carried out within routine and non-routine methods and procedures, which require planning and evaluation and leadership and guidance of others.

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

Unit Sector

Management and Leadership - Leadership

Elements and 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

Foundation Skills

This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.







  • 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

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 


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


Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10


Assessment requirements

Modification History



Release 1

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

Performance Evidence

Evidence of the ability to:

  • access and analyse information to achieve planned outcomes
  • apply techniques for resolving problems and conflicts and dealing with poor performance within organisational and legislative requirements
  • review and improve workplace outcomes in consultation with relevant personnel
  • adjust interpersonal style and communications to respond to cultural and social diversity
  • apply relationship management and communication skills with a range of people that:
  • demonstrate integrity, respect, empathy and cultural sensitivity and promote trust
  • forge effective relationships with internal and/or external people and help to maintain these networks
  • encourage participation and foster contribution of and respect for ideas and feedback
  • provide support to colleagues to resolve difficulties.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:

  • give examples of how work relationships, and the cultural and social environment, can support or hinder achieving planned outcomes
  • explain techniques for developing positive work relationships and building trust and confidence in a team including interpersonal styles, communications, consultation, cultural and social sensitivity, networking
  • explain the impact of legislation and organisational policies on workplace relationships
  • describe a range of methods and techniques for communicating information and ideas to a range of stakeholders
  • outline problems solving methods
  • explain methods to resolve workplace conflict
  • explain methods to manage poor work performance
  • explain how to monitor, analyse and introduce ways to improve work relationships.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management and leadership field of work and include access to:

  • relevant legislation, regulations, standards and codes
  • relevant workplace documentation and resources
  • case studies and, where possible, real situations
  • interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.


Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

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