Unit of competency details

Unit descriptor 

This unit describes the performance outcomes, skills and knowledge required to work in a group environment promoting team commitment and cooperation, supporting team members and dealing effectively with issues, problems and conflict.

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

Application of the unit 

This unit applies to individuals who perform a range of routine tasks using a limited range of practical skills and fundamental knowledge of teamwork in a defined context under direct supervision or with limited individual responsibility.

Prerequisite units 

Employability skills 

This unit contains employability skills.

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 effective workplace relationships

1.1. Identify own responsibilities and duties  in relation to workgroup members  and undertake activities in a manner that promotes cooperation and good relationships

1.2. Take time and resource constraints into account in fulfilling work requirements of self and others

1.3. Encourage, acknowledge and act upon constructive feedback  provided by others in the workgroup

2. Contribute to workgroup activities

2.1. Provide support to team members  to ensure workgroup goals are met

2.2. Contribute constructively to workgroup goals and tasks according to organisational requirements

2.3. Share information  relevant to work with workgroup to ensure designated goals are met

2.4. Identify and plan strategies /opportunities for improvement  of workgroup in liaison with workgroup

3. Deal effectively with issues, problems and conflict

3.1. Respect differences in personal values and beliefs and their importance in the development of relationships

3.2. Identify any linguistic and cultural differences in communication styles and respond appropriately

3.3. Identify issues, problems and conflict encountered in the workplace

3.4. Seek assistance from workgroup members when issues, problems and conflict arise and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person

REQUIRED SKILLS AND KNOWLEDGE 

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

Required skills 

• literacy skills to read and understand the organisation's policies and work procedures, to write simple instructions for particular routine tasks and to interpret information gained from correspondence
• communication skills to request advice, to receive feedback and to work with a team
• technology skills to select and use technology appropriate to a task
• culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities.

Required knowledge 

• key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:

• anti-discrimination legislation
• ethical principles
• codes of practice
• privacy laws
• occupational health and safety (OHS)

• organisational policies, plans and procedures
• workgroup member responsibilities and duties, and relationship to individual responsibilities and duties.

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:

• providing support to team members to ensure goals are met
• seeking feedback from clients and/or colleagues and taking appropriate action
• knowledge of appropriate conflict resolution techniques.

Context of and specific resources for assessment 

Assessment must ensure:

• access to an actual workplace or simulated environment
• access to office equipment and resources
• examples of customer complaints or staff conflict.

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
• analysis of responses to case studies and scenarios
• demonstration of techniques
• observation of demonstrated techniques in resolving conflict
• observation of presentations
• review of documentation identifying and planning strategies/opportunities for workgroup improvement.

Guidance information for assessment 

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

• interpersonal communication units
• other industry capability units.

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.

Responsibilities and duties  may include:

• Code of Conduct
• job description and employment arrangements
• organisation's policy relevant to work role
• skills, training and competencies
• supervision and accountability requirements including OHS
• team structures

Workgroup members  may include:

• coach/mentor
• other members of the organisation
• peers/work colleagues/team/enterprise
• supervisor or manager

Feedback  on performance may include:

• formal/informal performance appraisals
• obtaining feedback from clients
• obtaining feedback from supervisors and colleagues
• personal, reflective behaviour strategies
• routine organisational methods for monitoring service delivery

Support to team members  may include:

• explaining/clarifying
• helping colleagues
• problem-solving
• providing encouragement
• providing feedback to a team member
• undertaking extra tasks if necessary

Information  to be shared may include:

• acknowledging satisfactory performance
• acknowledging unsatisfactory performance
• assisting a colleague
• clarifying the organisation's preferred task completion methods
• encouraging colleagues
• open communication channels
• workplace hazards, risks and controls

Strategies /opportunities for improvement  may include:

• career planning/development
• coaching, mentoring and/or supervision
• formal/informal learning programs
• internal/external training provision
• performance appraisals
• personal study
• recognition of current competence (RCC)/skills recognition/initial assessment
• work experience/exchange/opportunities
• workplace skills assessment

Unit sector 

Competency field 

Industry Capability - Workplace Effectiveness

Co-requisite units