Unit of competency details

Unit descriptor 

This unit describes the skills and knowledge needed to work harmoniously and effectively with team members, colleagues and others in a work environment.

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

Application of the unit 

People working in any role in any industry apply the skills and knowledge outlined in this unit. At this level individuals would typically be supervised and this core skill of teamwork underpins effective work performance in any job role.

Combined assessment and/or training with any other service or operational unit would be appropriate, e.g.:

• BSBDIV301A Work effectively with diversity.

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. Participate in the work/group process

1.1. Correctly identify work requirements  relevant to the group/process

1.2. Correctly identify own role and roles of others in meeting work requirements, and carry out own role

1.3. Provide assistance to others involved in the work group/process, as required, and make other constructive contributions to meeting work requirements

1.4. Take time and resource constraints into account in fulfilling work requirements

1.5. Apply the organisation's work policies, procedures and conventions covering acceptable workplace conduct to work place activities

1.6. Take individual  differences into account in achieving work requirements

1.7. Use strengths of individuals to develop others in the group , sharing learning as part of the group process

2. Contribute to the flow of information and ideas

2.1. Share information and ideas relevant to the work with others  to enhance work outcomes

2.2. Provide relevant, timely and accurate information to others, as required

2.3. Seek information and ideas  from others as required to assist achievement of work requirements

2.4. Record information in the required detail and item frame in the specified format

2.5. Compile and maintain work information systematically and accurately and file for ease of retrieval as required

2.6. Identify any linguistic and cultural differences in communication styles and their relevance to the context

3. Deal effectively with issues, problems and conflicts

3.1. Identify issues , problems  and conflicts  encountered in the work place

3.2. Discuss issues, problems and conflicts with team members 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 

• acceptable workplace conduct, including:

• regular attendance
• punctuality
• maintaining an orderly workspace
• appropriate standards of personal presentation and hygiene
• self-confidence and self-respect
• acceptance of constructive criticism and a willingness for self-improvement
• a good-humoured approach to others
• adaptability and flexibility.

Required knowledge 

• individual roles and responsibilities and relationships to others, including duty of care
• techniques for managing own work load, e.g. meeting deadlines, acknowledging if tasks are beyond current capacity, handling tasks or problems as far as possible then referring on to others as required
• understanding of team work principles
• broad understanding of conflict resolution techniques
• knowledge of effective communication techniques, including active listening, questioning and non-verbal communication
• occupational health and safety principles as they apply to working within a team environment

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 

The following evidence is critical to the judgement of competence in this unit:

• ability to communicate effectively with others within the range of situations required for the job role
• ability to work effectively as part of a team
• knowledge of effective communication techniques, including active listening, questioning and non-verbal communication.

Context of and specific resources for assessment 

The assessment context must provide for:

• practical demonstration of skills through interaction with others
• project or work activities that allow the candidate to respond to multiple and varying communication situations relevant to the job role.

Method of assessment 

Assessment may incorporate a range of methods to assess performance and the application of essential underpinning knowledge, and might include:

• direct observation of the candidate carrying out work tasks involving dealing with others
• role plays about communication situations and dealing with conflicts and misunderstandings
• oral or written questioning to assess knowledge of communication techniques
• portfolios of evidence and third party workplace reports of on-the-job performance by the candidate.

Assessment methods should closely reflect workplace demands and the needs of particular groups (e.g. people with disabilities, and people who may have literacy or numeracy difficulties such as speakers of languages other than English, remote communities and those with interrupted schooling).

Guidance information for assessment 

There are no particular resource requirements for assessment of this unit.

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.

Work requirements  may include:

• application of particular procedures
• clear role definitions
• coordination with other work processes
• goals
• objectives
• organisation of work materials
• priorities
• roster arrangements or particular approaches to work processes specified by the organisation or work group
• specified targets or results
• time frames

Working with others requires individual  diversity to be taken into account especially in relation to:

• cultural, racial and ethnic background
• customs
• gender
• languages
• physical requirements
• religious and traditional beliefs

Groups  may be:

• committees
• established or ad hoc work units
• self directed teams
• task forces
• working parties

Working with others  may involve:

• consulting with the community
• dealing with conflict
• following instructions
• one-to-one communication in a group or team
• taking part in informal discussions
• taking part in meetings

Information and ideas  relevant to work may include:

• assisting new staff
• sharing knowledge of particular tasks or work requirements

Techniques to resolve issues , problems  or conflicts  may include:

• conflict resolution
• negotiation
• problem solving
• use of a mediator or conciliator

Unit sector 

Competency field 

Industry capability - workplace effectiveness

Co-requisite units