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. 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

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

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

Release 

Comments 

Release 1

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