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.
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

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.