Unit of competency details

Release 

Comments 

Release 2 

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

Outdated advice removed

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.

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 

• 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.

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.

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