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Unit of competency details

BSBWOR401A - Establish effective workplace relationships (Release 1)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by and equivalent to BSBLDR402 - Lead effective workplace relationshipsUpdated to meet Standards for Training Packages 24/Mar/2015

Release Status:
Current
Releases:
ReleaseRelease date
1 1 (this release) 18/Apr/2008

Training packages that include this unit

CodeSort Table listing Training packages that include this unit by the Code columnTitleSort Table listing Training packages that include this unit by the Title columnRelease
FPI11 - Forest and Forest Products Training PackageForest and Forest Products Training Package 1.0-2.3 
PUA00 - Public Safety Training PackagePublic Safety Training Package 8.1 
FNS10 - Financial Services Training PackageFinancial Services Training Package 1.0-5.1 
AUR12 - Automotive Industry Retail, Service and Repair Training PackageAutomotive Industry Retail, Service and Repair Training Package 1.0-2.1 
CPC08 - Construction, Plumbing and Services Training PackageConstruction, Plumbing and Services Training Package 6.0-9.7 
PSP12 - Public Sector Training PackagePublic Sector Training Package 1.0 
UEP12 - Electricity Supply Industry - Generation Sector Training PackageElectricity Supply Industry - Generation Sector Training Package 1.0-2.1 
ICT10 - Integrated Telecommunications Training PackageIntegrated Telecommunications Training Package 2.0-3.0 
UEG11 - Gas Industry Training PackageGas Industry Training Package 1.0-1.2,2.0 
CPP07 - Property Services Training PackageProperty Services Training Package 7.0-14.6 
AUR05 - Automotive Industry Retail, Service and Repair Training PackageAutomotive Industry Retail, Service and Repair Training Package 3.0-4.0 
BSB07 - Business Services Training PackageBusiness Services Training Package 5.0-9.0 
FPP10 - Pulp & Paper Manufacturing Industry Training PackagePulp & Paper Manufacturing Industry Training Package 1.0-1.3 
CHC08 - Community Services Training PackageCommunity Services Training Package 3.0-4.2 
CUV11 - Visual Arts, Crafts and Design Training PackageVisual Arts, Crafts and Design Training Package 1.0 
CSC07 - Correctional Services Training PackageCorrectional Services Training Package 1.2 
PSP04 - Public Sector Training PackagePublic Sector Training Package 4.1-4.2 
RII09 - Resources and Infrastructure Industry Training PackageResources and Infrastructure Industry Training Package 2.0-3.2 
FPI05 - Forest and Forest Products Training PackageForest and Forest Products Training Package 3.0 
PUA12 - Public Safety Training PackagePublic Safety Training Package 1.0-2.1 
RII - Resources and Infrastructure Industry Training PackageResources and Infrastructure Industry Training Package 1.0-1.4 
CUS09 - MusicMusic 1.1-1.2 
UEE11 - Electrotechnology Training PackageElectrotechnology Training Package 1.0-1.5 
TAE10 - Training and EducationTraining and Education 1.0-3.4 
CSC12 - Correctional Services Training PackageCorrectional Services Training Package 1.0-1.1 
CUV03 - Visual Arts, Craft and Design Training PackageVisual Arts, Craft and Design Training Package 3.0 
UET12 - Transmission, Distribution and Rail Sector Training PackageTransmission, Distribution and Rail Sector Training Package 1.0-2.1 
SFI11 - Seafood Industry Training PackageSeafood Industry Training Package 1.0-2.2 
AUR - Automotive Retail, Service and Repair Training PackageAutomotive Retail, Service and Repair Training Package 2.0-2.1 
LMT07 - Textiles, Clothing and Footwear Training PackageTextiles, Clothing and Footwear Training Package 3.1-4.1 
FDF10 - Food ProcessingFood Processing 2.0-4.1 
HLT07 - Health Training PackageHealth Training Package 4.0-5.1 
RGR08 - Racing Training PackageRacing Training Package 1.0-1.1,2.0 
CUF07 - Screen and Media Training PackageScreen and Media Training Package 1.2 

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 columnRelease
ICT40510 - Certificate IV in Telecommunications Network PlanningCertificate IV in Telecommunications Network Planning1-2 
AUR50105 - Diploma of Automotive ManagementDiploma of Automotive Management1-2 
CPC40808 - Certificate IV in Swimming Pool and Spa BuildingCertificate IV in Swimming Pool and Spa Building1-4 
FDF40210 - Certificate IV in Pharmaceutical ManufacturingCertificate IV in Pharmaceutical Manufacturing1-3 
HLT41512 - Certificate IV in Hyperbaric TechnologyCertificate IV in Hyperbaric Technology
BSB30211 - Certificate III in Customer ContactCertificate III in Customer Contact
HLT52107 - Diploma of Aboriginal and/or Torres Strait Islander Primary Health Care (Practice)Diploma of Aboriginal and/or Torres Strait Islander Primary Health Care (Practice)1-2 
AUR40105 - Certificate IV in Automotive ManagementCertificate IV in Automotive Management1-2 
HLT41812 - Certificate IV in PathologyCertificate IV in Pathology1-2 
FNS41710 - Certificate IV in Insurance BrokingCertificate IV in Insurance Broking1-3 
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Accredited courses that have this unit in the completion mapping

CodeSort Table listing Accredited courses that have this unit in the completion mapping by the Code columnTitleSort Table listing Accredited courses that have this unit in the completion mapping by the Title column
10329NAT - Diploma of Workplace Inspection (Mining, Explosives, Petroleum and Gas)Diploma of Workplace Inspection (Mining, Explosives, Petroleum and Gas) 
10342NAT - Certificate IV in Justice (Aboriginal and Torres Strait Islander)Certificate IV in Justice (Aboriginal and Torres Strait Islander) 
22274VIC - Certificate IV in Clinical ClassificationCertificate IV in Clinical Classification 
10500NAT - Certificate IV in Parent, Family and Community EngagementCertificate IV in Parent, Family and Community Engagement 
21821VIC - Certificate IV in Quality Management and AssuranceCertificate IV in Quality Management and Assurance 
22257VIC - Certificate IV in EAL (Employment / Professional)Certificate IV in EAL (Employment / Professional) 
10466NAT - Certificate IV in Work Skills for Career Enhancement and ManagementCertificate IV in Work Skills for Career Enhancement and Management 
22183VIC - Certificate IV in Theatre ArtsCertificate IV in Theatre Arts 
22105VIC - Diploma of SustainabilityDiploma of Sustainability 
10047NAT - Certificate IV in Payroll AdministrationCertificate IV in Payroll Administration 
10018NAT - Diploma of Wine TechnologyDiploma of Wine Technology 
52686WA - Certificate IV in Sound and Vibration TherapyCertificate IV in Sound and Vibration Therapy 
10535NAT - Certificate IV in Workplace and Business CoachingCertificate IV in Workplace and Business Coaching 
22146VIC - Certificate IV in Safety Leadership (OHS) - ConstructionCertificate IV in Safety Leadership (OHS) - Construction 
22159VIC - Certificate IV in Community Languages TeachingCertificate IV in Community Languages Teaching 
22174VIC - Certificate IV in Workplace and Business CoachingCertificate IV in Workplace and Business Coaching 

Classifications

SchemeCodeClassification value
ASCED Module/Unit of Competency Field of Education Identifier 120505 Work Practices Programmes 

Classification history

SchemeCodeClassification valueStart dateEnd date
ASCED Module/Unit of Competency Field of Education Identifier 120505 Work Practices Programmes 25/Jul/2008 
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Modification History

Not applicable.

Unit Descriptor

Unit descriptor 

This unit describes the performance outcomes, skills and knowledge required to collect, analyse and communicate information and to use that information to develop and maintain effective working relationships and networks, with particular regard to communication and representation.

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

Application of the Unit

Application of the unit 

Frontline managers play an important role in developing and maintaining positive relationships in internal and external environments so that customers, suppliers and the organisation achieve planned outputs and outcomes. They play a prominent part in motivating, mentoring, coaching and developing team cohesion through providing leadership for the team and forming the bridge between the management of the organisation and team members.

At this level, work will normally be carried out within routine and non routine methods and procedures, which require planning and evaluation, and leadership and guidance of others.

Licensing/Regulatory Information

Not applicable.

Pre-Requisites

Prerequisite units 

Employability Skills Information

Employability skills 

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. Collect, analyse and communicate information and ideas

1.1. Collect relevant information  from appropriate sources and analyse and share with the work team to improve work performance

1.2. Communicate ideas and information in a manner which is appropriate and sensitive to the cultural and social diversity of the audience and any specific needs

1.3. Implement consultation processes  to encourage employees to contribute to issues related to their work, and promptly relay feedback to the work team in regard to outcomes

1.4. Seek and value contributions from internal and external sources in developing and refining new ideas and approaches

1.5. Implement processes  to ensure that issues raised are resolved promptly or referred to relevant personnel  as required

2. Develop trust and confidence

2.1. Treat all internal and external contacts with integrity, respect and empathy

2.2. Use the organisation's social , ethical and business standards  to develop and maintain effective relationships

2.3. Gain and maintain the trust and confidence of colleagues , customers and suppliers  through competent performance

2.4. Adjust interpersonal styles and methods to meet organisation's social and cultural environment

2.5. Encourage other members of the work team to follow examples set, according to organisation's policies and procedures 

3. Develop and maintain networks and relationships

3.1. Use networks  to identify and build relationships

3.2. Use networks and other work relationships to provide identifiable benefits for the team and organisation

4. Manage difficulties into positive outcomes

4.1. Identify and analyse difficulties, and take action to rectify the situation within the requirements of the organisation and relevant legislation

4.2. Guide and support colleagues to resolve work difficulties

4.3. Regularly review and improve workplace outcomes  in consultation with relevant personnel

4.4. Manage poor work performance  within the organisation's processes

4.5. Manage conflict constructively within the organisation's processes

Required Skills and Knowledge

REQUIRED SKILLS AND KNOWLEDGE 

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

Required skills 

  • coaching and mentoring skills to provide support to colleagues
  • literacy skills to research, analyse, interpret and report information
  • relationship management and communication skills to:
  • deal with people openly and fairly
  • forge effective relationships with internal and/or external people, and to develop and maintain these networks
  • gain the trust and confidence of colleagues
  • respond to unexpected demands from a range of people
  • use supportive and consultative processes effectively.

Required knowledge 

  • relevant legislation from all levels of government that affects business operation, especially in regard to occupational health and safety (OHS), and environmental issues, equal opportunity, industrial relations and anti-discrimination
  • theory associated with managing work relationships to achieve planned outcomes:
  • developing trust and confidence
  • maintaining consistent behaviour in work relationships
  • understanding the cultural and social environment
  • identifying and assessing interpersonal styles
  • establishing, building and maintaining networks
  • identifying and resolving problems
  • resolving conflict
  • managing poor work performance
  • monitoring, analysing and introducing ways to improve work relationships.

Evidence Guide

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:

  • range of methods and techniques for communicating information and ideas to a range of stakeholders
  • range of methods and techniques for developing positive work relationships that build trust and confidence in the team
  • accessing and analysing information to achieve planned outcomes
  • techniques for resolving problems and conflicts and dealing with poor performance
  • knowledge of the theory associated with managing work relationships to achieve planned outcomes.

Context of and specific resources for assessment 

Assessment must ensure:

  • access to appropriate documentation and resources normally used in the workplace.

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:

  • demonstration of techniques in managing poor performance and communicating effectively
  • direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
  • observation of performance in role plays
  • observation of presentations
  • oral or written questioning to assess knowledge of relevant legislation
  • review of consultation processesimplemented to encourage employees to contribute to issues related to their work
  • review of documentation outlining reviewing ofworkplace outcomes.

Guidance information for assessment 

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

  • other units from the Certificate IV in Frontline Management.

Range Statement

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.

Information  may include:

  • data appropriate to work roles and organisational policies that is shared and retrieved in writing or verbally, electronically or manually such as:
  • archived, filed and historical background data
  • individual and team performance data
  • marketing and customer related data
  • planning and organisational documents including the outcomes of continuous improvement and quality assurance
  • policies and procedures

Consultation processes  may include:

  • feedback to the work team and relevant personnel in relation to outcomes of the consultation process
  • opportunities for all employees to contribute to ideas and information about organisational issues

Processes  to ensure that issues raised are resolved promptly or referred may include:

  • conducting informal meetings
  • coordinating surveys or questionnaires
  • distributing newsletters or reports
  • exchanging informal dialogue with relevant personnel
  • participating in planned organisational activities

Relevant personnel  may include:

  • managers
  • OHS committee and other people with specialist responsibilities
  • other employees
  • supervisors
  • union representatives/groups

Organisation's social , ethical and business standards  may refer to:

  • implied standards such as honesty and respect relative to the organisational culture and generally accepted within the wider community
  • rewards and recognition for high performing staff
  • standards expressed in legislation and regulations such as anti-discrimination legislation
  • written standards such as those expressed in:
  • code of workplace conduct/behaviour
  • dress code
  • policies
  • statement of workplace values
  • vision and mission statements

Colleagues , customers and suppliers  may include:

  • both internal and external contacts
  • employees at the same level and more senior managers
  • people from a wide variety of social, cultural and ethnic backgrounds
  • team members

Organisation's policies and procedures  may refer to:

  • Materials Safety Data Sheets
  • organisational tasks and activities undertaken to meet performance outcomes
  • sets of accepted actions approved by the organisation
  • Standard Operating Procedures

Networks  may be:

  • established structures or unstructured arrangements and may include business or professional associations
  • informal or formal and with individuals or groups
  • internal and/or external

Workplace outcomes  may include:

  • OHS processes and procedures
  • performance of the work team

Poor work performance  may refer to:

  • individual team members
  • organisation as a whole
  • self
  • whole work team

Unit Sector(s)

Unit sector 

Competency field

Competency field 

Industry Capability - Workplace Effectiveness

Co-requisite units

Co-requisite units