Elements and Performance Criteria

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

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.