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 Outdated advice removed |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 |
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Required knowledge |
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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 |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure:
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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:
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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: |
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Sources of stress may include: |
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Difficult situations may include: |
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Stress management techniques may include: |
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KPIs may include: |
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Time management tools and techniques may include: |
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Sources of fatigue may include: |
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Stamina management strategies may include: |
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Unit Sector(s)
Industry Capability - Workplace Effectiveness