Unit of competency details

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.

1

Communicate workplace expectations.

1.1

Information  to achieve work responsibilities is collected from information sources  and recorded.

1.2

Communication mediums are used to suit context and staff at all levels, according to company requirements. 

1.3

Communication medium takes into account social and cultural diversity according to company and legislative requirements .

1.4

Work group  members’ understanding of communication  is verified and confirmed according to company requirements.

2

Implement relevant company and legislative workplace requirements.

2.1

Information on legislative and company requirements is provided to work group members using a suitable communication medium.

2.2

Measures are complied with to ensure workplace procedures  and company requirements are understood and implemented.

3

Assist in positively resolving workplace conflict.

3.1

Sources of conflict in the work group or associated with its activities are identified according to company requirements.

3.2

Appropriate and timely action is taken to resolve conflict when identified, according to company requirements.

3.3

Conflict is managed constructively according to legislative and company requirements.

3.4

Difficult situations are negotiated to achieve results that are acceptable to parties involved and meet legislative and company requirements.

4

Facilitate development of staff.

4.1

Staff development is encouraged in the workplace according to company requirements.

4.2

Workplace learning opportunities  and coaching and mentoring assistance are provided to facilitate individual and work group achievement.

4.3

Opportunities for staff development and training are regularly communicated to staff according to company requirements.

4.4

Development opportunities  that incorporate a range of activities and support materials that suit identified needs are planned according to company requirements.

4.5

Resources and timelines required for learning and development activities are identified and approved according to company requirements.

5

Monitor and evaluate workplace relationships.

5.1

Feedback from individuals or work groups is used to identify and implement improvements in workplace consultative arrangements.

5.2

Performance and outcomes of individuals or work groups are assessed and recorded according to company requirements to determine effectiveness of development programs.

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

Required skills 

• interpersonal skills to:

• demonstrate empathy and tact
• establish rapport
• gain trust
• maintain relationships
• manage conflict
• negotiate work arrangements
• relate to people from diverse backgrounds

• language, literacy and numeracy skills for:

• analysing data
• communicating clearly and concisely verbally and in writing
• listening actively
• providing feedback
• questioning to identify and resolve conflict, and consult with team members to identify opportunities for learning and process improvement
• sourcing, organising and recording information
• writing reports

• planning and organising skills to manage time
• problem-solving skills to:

• evaluate relationships
• select methods to manage conflict

Required knowledge 

• causes of stress or conflict in teams
• communication methods and mediums
• company requirements, including:

• codes of conduct
• communication structure and work procedures
• role and function of workplace teams
• staff development and available learning opportunities

• legislation, regulations, codes of practice and industry advisory standards that apply to the workplace
• strategies for identifying, managing and reducing conflict
• team development, including stages and techniques
• team dynamics

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

This unit of competency could be assessed by observing at least two different practical demonstrations of facilitating effective workplace relationships.

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

A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.

In particular the person should demonstrate the ability to:

• communicate techniques that establish and maintain relationships within a work group
• employ methods of communication that cater for social, cultural and language differences within a work group
• resolve problems and conflicts according to company requirements
• provide learning and development opportunities within the work group
• monitor and evaluate workplace relationships to improve and refine existing arrangements.

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards’ requirements.

Resource implications for assessment include access to:

• assessment documentation forms and record books
• relevant company and legislative documentation
• relevant venue
• work group.

Method of assessment

Assessment methods must:

• satisfy the endorsed Assessment Guidelines of the Property Services Training Package
• include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application
• reinforce the integration of employability skills with workplace tasks and job roles
• confirm that competency is verified and able to be transferred to other circumstances and environments.

This unit could be assessed on its own or in combination with other units relevant to the job function.

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.

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 be provided either in writing or verbally, and may be contained in:

• contractual arrangements
• industry codes of practice and standards
• legislative requirements
• manufacturer specifications and equipment manuals
• site specifications.

Information sources  may include:

• clients
• employer or employee associations
• government agencies
• members of work group
• supervisors
• work or shift communication logbooks.

Communication mediums  may include:

• company policy and procedures documents
• company training
• face-to-face discussions
• instructional materials
• regular and one-off meetings
• signs and symbols
• using interpreter where required
• work method statements
• written instructions.

Company requirements  may include:

• company codes:

• conduct
• dress and presentation
• ethics

• company image
• company policies and procedures
• company goals, objectives, plans, systems and processes, such as quality and continuous improvement systems, standards and guidelines
• legislation relevant to the work or service function, such as anti-discrimination and equal employment opportunity
• occupational health and safety (OHS) policies, procedures and programs
• policies and procedures relating to own role, responsibility and delegation.

Legislative requirements  may include:

• anti-discrimination, equal employment opportunity and racial vilification
• consumer law
• environmental law
• harassment and other laws specific to local government
• industry codes of conduct, practice and standards
• OHS Acts and regulations
• privacy legislation.

Work group  members may include:

• colleagues and team members
• people from a range of social, cultural or ethnic backgrounds
• supervisors and line managers.

Communication  may include:

• exchanging reports and information
• face-to-face interactions
• personal visits
• responding to email
• site news sheet
• telephone discussions
• written information via communication logbook.

Workplace procedures  may include:

• assignment instructions
• instructions from colleagues, supervisor and manager
• personal protective equipment (PPE) requirements
• reporting and documentation requirements
• specific customer requirements.

Workplace learning opportunities  may include providing:

• coaching and mentoring assistance
• induction and refresher training
• specialist process training
• specific equipment training
• other formal or structured training.

Development opportunities  may include:

• career planning
• performance appraisals
• providing feedback to work group members
• rotation to another work groups
• skills assessments and recognition of prior learning.