Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to

Store policies and procedures in regard to:
staff development, people management and leadership style
conflict resolution/grievance procedures

Team members may:
come from a variety of social, cultural or ethnic backgrounds
vary in literacy and numeracy skills
vary in competencies

Self competencies may include:
communication skills
ability to delegate
conflict resolution skills
team building skills

Communication may include:
verbal
individually or in groups
formal or informal meetings
written correspondence, memos
email, fax, telephone

Resources may include:
training materials
equipment
access to relevant information

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Establishes effective and collaborative teams to achieve common objectives.
Manages teams to perform effectively and collaboratively by:
using a leadership style that supports store image/culture/business strategic direction
creating an environment to achieve high standards
maintaining effective communication with staff
leading by example
consulting honestly and openly
dealing with difficult situations fairly, openly and promptly.
Evaluates, analyses and enhances own leadership style.
Evaluates and improves the effective performance of teams.
Leads teams in an effective, open, consultative and supportive manner.
Delegates appropriate responsibility and authority to team members.

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:


Knowledge of:

Store policies and procedures, in regard to:
people management
staff development
leadership
team/company objectives
Principles and techniques in interpersonal relation skills, including:
conflict resolution
negotiation
consultation
team building
training/mentoring
delegation
Training Packages and competency standards

Skills in:

Presenting information
Conflict resolution
Leadership skills
Negotiation
Interpersonal communication skills
Literacy skills in regard to:
communicating ideas and information

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRPM3B can be assessed with other units which make up a particular job function.

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context. Evidence might include:

Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources required
A retail work environment
Relevant documentation, such as:
store policy and procedures on people management and staff development
team/company objectives
Access to a team

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
Delegating responsibility to team members requires communication of ideas and information. (3)

Collecting analysing and organising information
Developing team objectives requires information to be collected, analysed and organised. (3)

Planning and organising activities
Developing plans to improve teams requires activities to be planned and organised. (3)

Working with others and in teams
Team work is essential throughout this unit. (3)

Using mathematical ideas and techniques
This skill may not be required in this unit. (0)

Solving problems
Problem solving skills will be required when dealing with friction between team members and establishing constructive relationships. (3)

Using technology
The use of technology may not be required in this unit. (0)