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Unit of competency details

BSBWOR201A - Manage personal stress in the workplace (Release 2)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by and equivalent to BSBWOR201 - Manage personal stress in the workplaceUpdated to meet Standards for Training Packages 24/Mar/2015

Releases:
ReleaseRelease date
2 (this release) 28/Nov/2011
(View details for release 1) 10/Mar/2009

Training packages that include this unit

Qualifications that include this unit

CodeSort Table listing Qualifications that include this unit by the Code columnTitleSort Table listing Qualifications that include this unit by the Title columnUsage RecommendationSort Table listing Qualifications that include this unit by the Usage Recommendation columnRelease
CUA30111 - Certificate III in DanceCertificate III in DanceSuperseded
BSB30211 - Certificate III in Customer ContactCertificate III in Customer ContactSuperseded
CUA20111 - Certificate II in DanceCertificate II in DanceSuperseded
BSB20207 - Certificate II in Customer ContactCertificate II in Customer ContactSuperseded
CPP30711 - Certificate III in Waste ManagementCertificate III in Waste ManagementSuperseded
TLI42713 - Certificate IV in Tram/Light Rail ControlCertificate IV in Tram/Light Rail ControlSuperseded
CUA30113 - Certificate III in DanceCertificate III in DanceSuperseded
TLI32611 - Certificate III in Rail SignallingCertificate III in Rail SignallingSuperseded1-3 
BSB20211 - Certificate II in Customer ContactCertificate II in Customer ContactSuperseded1-2 
TLI42211 - Certificate IV in Rail Network ControlCertificate IV in Rail Network ControlSuperseded1-2 
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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  25/Jul/2008 
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Modification History

Release 

Comments 

Release 2 

New release of this Qualification released with version 6 of BSB07 Business Services Training Package.

Outdated advice removed

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to manage personal stress in a customer contact environment.

Application of the Unit

This unit requires an awareness of sources of personal stress, the development of strategies to effectively manage stress, time management and recovery from stressful contacts or situations. This particularly applies in a contact centre environment due to the very measured, structured, high volume and potentially repetitive nature of the work but could apply in any work environment.

Competence in this unit requires resilience and self management of the stress that can be encountered in a customer contact environment.

This work is undertaken with some guidance and supervision.

Licensing/Regulatory Information

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

Pre-Requisites

Not applicable

Employability Skills Information

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. 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 effectively to manage stressful situations

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 the 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 the root cause/s of stressful contact or situation

4.3. Depersonalise the context of contact or situation

4.4. Discuss outcomes with appropriate staff members

4.5. Prepare for next contact or situation in a positive manner

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

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills 

  • analytical skills to understand the needs of internal and external customers
  • communication skills to relate to people from diverse backgrounds and people with diverse abilities
  • customer service skills to handle customer contacts confidently and effectively
  • interpersonal skills to establish rapport and to build relationships with customers, team members and stakeholders
  • literacy skills to communicate and articulate clearly and effectively
  • negotiation skills to effectively deal with customers and work colleagues
  • organisational skills to manage own tasks within timeframes
  • problem-solving skills to solve problems creatively, independently and confidently
  • self-confidence skills to confidently introduce own ideas and abilities
  • self management skills to evaluate and monitor own performance and wellbeing
  • teamwork skills to participate positively within the team and to be supported by the team.

Required knowledge 

  • escalation pathways
  • job role priorities and KPIs
  • internal and external sources of assistance
  • occupational health and safety guidelines and policies
  • signs and sources of existing and potential stress or difficult situations
  • stress management and reduction techniques
  • time management tools and techniques
  • workplace policies and procedures.

Evidence Guide

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.

Overview of assessment 

Critical aspects for assessment and evidence required to demonstrate competency in this unit 

Evidence of the following is essential:

  • understanding of signs and sources of stress
  • understanding of job role priorities and KPIs
  • knowledge of occupational health and safety guidelines and policies.

Context of and specific resources for assessment 

Assessment must ensure:

  • access to workplace information and data
  • access to KPI and performance management documentation
  • access to relevant legislation, standards and guidelines.

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:

  • direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
  • oral and/or written questioning to assess knowledge of signs and sources of stress
  • direct observation of the candidate effectively managing time and work priorities
  • oral and/or written questioning to assess knowledge of time management tools and techniques
  • oral and /or written questioning to assess knowledge of process to work through and recover from a stressful situation
  • oral and/or written questioning to assess knowledge of signs of work/life balance.

Guidance information for assessment 

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

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.

Signs of stress  may include:

  • absence from work
  • conflict
  • fatigue
  • lack of self-esteem and confidence
  • poor work performance
  • sickness

Sources of stress  may include:

  • challenging KPIs and/or priorities
  • complex tasks
  • difficult customer contact
  • external factors
  • inadequate physical environment
  • interpersonal relationships

Difficult situations  may include:

  • changing regulations and legislation
  • customer abuse
  • customer complaint
  • high number of customer contacts
  • sensitive customer situations
  • unreliable technology

Stress management techniques  may include:

  • debriefing with peers and/or line manager
  • relaxation methods
  • specific training
  • stretching and exercises
  • taking breaks

KPIs  may include:

  • call rates
  • compliance with schedules (adherence)
  • customer satisfaction results
  • performance measures
  • quality assurance ratings
  • sales targets
  • targets

Time management tools and techniques  may include:

  • diary and/or schedule
  • organising information
  • prioritisation of tasks
  • self-management of training requirements

Sources of fatigue  may include:

  • ergonomic factors
  • excessive overtime
  • external issues
  • overload of information
  • repetitive tasks and/or contacts
  • shift rostering and hours of work

Stamina management strategies  may include:

  • management of personal wellbeing, for example:
  • breaks
  • hydration
  • life balance
  • meals
  • recognising fatigue
  • management of the environment, for example:
  • ergonomics
  • climate
  • noise
  • management of work, for example:
  • minimising re-working
  • sequencing tasks

Unit Sector(s)

Industry Capability - Workplace Effectiveness