^

 
 

Unit of competency details

BSBWOR201 - Manage personal stress in the workplace (Release 1)

Summary

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSBWOR201A - Manage personal stress in the workplaceUpdated to meet Standards for Training Packages 24/Mar/2015

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 25/Mar/2015


Accredited courses that have this unit in the completion mapping

Training packages that include this unit

CodeTitleSort Table listing Training packages that include this unit by the Title columnRelease
TLI - Transport and Logistics Training PackageTransport and Logistics Training Package 1.0-5.1 
SIS - Sport, Fitness and Recreation Training PackageSport, Fitness and Recreation Training Package 2.0-4.0 
PUA - Public SafetyPublic Safety 1.0-1.1 
CUA - Creative Arts and Culture Training PackageCreative Arts and Culture Training Package 2.0-4.1 
CPP07 - Property Services Training PackageProperty Services Training Package 14.4-14.5 
CHC - Community ServicesCommunity Services 2.0-3.0 
BSB - Business Services Training PackageBusiness Services Training Package 1.0-5.0 

Qualifications that include this unit

CodeTitleSort Table listing Qualifications that include this unit by the Title columnRelease
TLI42715 - Certificate IV in Tram/Light Rail ControlCertificate IV in Tram/Light Rail Control 1-2 
TLI42215 - Certificate IV in Rail Network ControlCertificate IV in Rail Network Control 1-2 
TLI32615 - Certificate III in Rail SignallingCertificate III in Rail Signalling 1-2 
SIS20115 - Certificate II in Sport and RecreationCertificate II in Sport and Recreation 
PUA30819 - Certificate III in Public Safety (Emergency Communications Centre Operations)Certificate III in Public Safety (Emergency Communications Centre Operations) 
CUA30113 - Certificate III in DanceCertificate III in Dance 2-4 
CUA20615 - Certificate II in Music IndustryCertificate II in Music Industry 
CUA20113 - Certificate II in DanceCertificate II in Dance 
CPP30711 - Certificate III in Waste ManagementCertificate III in Waste Management 
CHC22015 - Certificate II in Community ServicesCertificate II in Community Services 
Items per page 10 | 20 | 50 | 100
Displaying items 1 - 10 of 12

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 080305 Personal Management Training  

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 080305 Personal Management Training  30/Jul/2015 
The content being displayed has been produced by a third party, while all attempts have been made to make this content as accessible as possible it cannot be guaranteed. If you are encountering issues following the content on this page please consider downloading the content in its original form

Unit Of competency

Modification History

Release 

Comments 

Release 1

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

Application

This unit describes the skills and knowledge required to understand signs and sources of stress within the broader framework of the job role and work environment.

It applies to individuals who usually work with some guidance and supervision in an environment where they are likely to encounter difficult customers and situations from time to time. It typically applies in a contact centre environment owing to the very measured, structured, high volume and potentially repetitive nature of the work, but can apply in any work environment.

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

Unit Sector

Industry Capability – Workplace Effectiveness

Elements and Performance Criteria

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop personal awareness of stress

1.1 Recognise signs and sources of stress

1.2 Acknowledge stress and difficult situations

1.3 Analyse and understand potential areas of stress in the work environment

2. Develop stress management techniques

2.1 Develop an effective understanding of a range of stress management techniques

2.2 Use appropriate techniques to manage stressful situations effectively

2.3 Focus on areas of stress within personal control

2.4 Adopt strategies to effectively reduce, manage and deal with stress

3. Manage time

3.1 Develop and understand job role priorities

3.2 Develop techniques to support achievement of key performance indicators (KPIs) and priorities

3.3 Use appropriate time management tools and techniques

3.4 Regularly evaluate tools and techniques

3.5 Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews

4. Recover from a stressful contact

4.1 Review the contact or situation

4.2 Analyse root cause/s of stressful contact or situation

4.3 Depersonalise context of contact or situation

4.4 Discuss outcomes with appropriate staff members

4.5 Prepare for next contact or situation positively

4.6 Follow up or take action where needed

5. Maintain personal stamina and resilience

5.1 Identify sources of fatigue in contact centre role

5.2 Adopt work routine and procedural strategies to minimise stress and fatigue

5.3 Monitor personal performance against performance requirements

5.4 Adapt stamina management strategies to maximise performance

5.5 Seek assistance from team members and management in managing stamina

6. Maintain work/life balance

6.1 Identify work/life priorities

6.2 Adopt strategies to support work/life priorities

6.3 Give high priority to health and wellbeing

6.4 Monitor work/life balance

6.5 Develop ability to effectively leave work behind at the end of the day

Foundation Skills

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

Skill 

Performance 

Criteria 

Description 

Reading

3.1-3.5

  • Recognises and interprets textual information to determine job role and requirements

Writing

3.3, 3.4, 3.5

  • Completes time management documentation using organisational formats

Oral Communication

3.5, 4.4, 5.5

  • Participates in discussions using clear language and features appropriate to audience
  • Uses listening and questioning techniques to request assistance and confirm understanding

Navigate the world of work

3.1, 3.2, 5.3

  • Understands role requirements and identifies own responsibilities

Interact with others

3.5, 4.4, 5.5

  • Establishes rapport and builds relationships with team members and others
  • Maintains awareness of own strengths and weaknesses to support an overall sense of wellbeing

Get the work done

1.3, 2.1, 2.4, 3.1-3.4, 4.1-4.3, 4.5, 4.6, 5.1-5.4, 6.1, 6.2, 6.4, 6.5

  • Plans and organises tasks to achieve outcome within timeframes
  • Uses analytical skills to decide on effective techniques to manage stress and personal well-being
  • Uses problem-solving skills to address a range of issues, seeking advice of others, where necessary
  • Monitors implementation of solutions and reflects on outcomes

Unit Mapping Information

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBWOR201 Manage personal stress in the workplace

BSBWOR201A Manage personal stress in the workplace

Updated to meet Standards for Training Packages

Equivalent unit

Links

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

 

Assessment requirements

Modification History

Release 

Comments 

Release 1

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

Performance Evidence

Evidence of the ability to:

  • recognise and understand potential stress in the work environment
  • develop and use techniques and strategies to manage stress and stressful situations
  • adopt and monitor potential sources of stress and fatigue, seeking assistance as required
  • monitor own performance against performance requirements and key performance indicators (KPIs)
  • use techniques to achieve work/life balance.

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:

  • describe job role priorities and KPIs
  • list internal and external sources of assistance, including escalation pathways
  • outline signs and sources of existing and potential stress or difficult situations
  • discuss stress management and reduction techniques
  • describe time management tools and techniques.

Assessment Conditions

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the industry capability – workplace effectiveness field of work and include access to:

  • office equipment and resources
  • time management tools
  • workplace documentation
  • case studies and, where possible, real situations
  • interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

Links

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