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Elements and Performance Criteria

  1. Manage ideas and information
  2. Establish systems to develop trust and confidence
  3. Manage the development and maintenance of networks and relationships
  4. Manage difficulties to achieve positive outcomes

Required Skills

Required skills

interacting with people from a range of social cultural and ethnic backgrounds and physical and mental abilities

researching analysing interpreting and reporting skills to develop strategies and plans

communicating fluently to support effective workplace relationships

responding to unexpected demands from a range of people

understanding consultative processes and using them effectively

forging effective relationships with internal andor external people

developing maintaining and managing networks

gaining the trust and confidence of colleagues

dealing with people openly and fairly

using coaching and mentoring skills to provide support to colleagues

Required knowledge

legislation policy and procedures relevant to the correctional services facilityorganisation

occupational health and safety guidelines related to working safety in organisation environment

the principles and techniques involved in the management and organisation of

the organisations strategic and business plans

policy development

effective workplace relationship building techniques such as

developing trust and confidence

fostering of consistent behaviour in workplace relationships

monitoring managing and introducing ways to improve workplace relationships

identifying the cultural diversity and ethical environment

identifying and assessing interpersonal styles

developing maintaining and managing networks

problem identification and resolution

resolving conflict

consultation and communication techniques

contributing to the elimination of discriminationbias

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this Training Package

Overview of assessment

A person who demonstrates competence in this unit must be able to provide evidence that they are able to manage the process of accessing and analysing information to achieve planned outcomes communicate information and ideas to a range of stakeholders and they must be able to manage a process which facilitates the development and maintenance of positive workplace relationships

They must be able to encourage the development of trust and confidence within the work team and resolve problems and conflicts effectively and efficiently

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

Access by the learner and trainer to appropriate documentation and resources normally used in the workplace

Assessment and evidence must confirm the ability to

ensure strategies and process are in place for the management of ideas and information

establish andor implement policies to promote cultural diversity and ethics

act professionally as an example to staff

adjust communication style to meet needs to different situations

make use of networks in building workplace relationships

identify problems and difficulties in workplace relationships

resolve identified difficulties in workplace relationships

Products that could be used as evidence include

Documentation produced in manage effective workplace relationship such as

contribution to organisational policies and procedures

procedures and policies for dealing with diversity and related codes of conduct

actions taken including advice and input into management decisions to address social and ethical standards in the workplace

actions taken to address methods of accessing networks and developing strategic contacts and within and outside the organisation

learning and development plans for team members

materials developed for coaching mentoring and training

induction programs developed andor delivered

actions taken to address internal and external communications processes

reviews of people management

advice and input into management decisions related to the work team

records of OHSampW consultation

Processes that could be used as evidence include

how strategies have been develop to ensure that information was collected and accessed

how operational planning was conducted

how policies were established and contributions sought and used to develop new ideas and approaches

how the organisations social and ethical standards have been used within workplace relationships

how trust and confidence have been developed and maintained

how interpersonal styles and methods were adjusted to the organisations cultural diversity and ethical environment

how strategic networks were used to build relationships

how ongoing planning and implementation has been conducted

how strategies were developed to ensure that difficulties are addressed and solutions planned

how colleagues were counselled guided and supported to resolve work difficulties

examples of how poor work performance and conflict was managed

Context of and specific resources for assessment

Validity and sufficiency of evidence requires

that this unit can be assessed in the workplace or in a closely simulated work environment

that where assessment is part of learning experience evidence will need to be collected over a period of time involving both formative and summative assessment

that examples of actions taken by the candidate to manage effective workplace relationships are provided

Method of assessment

Evidence should be gathered in at least two different contexts drawing on a range of evidence

Evidence may be gathered through use of the following methods

report on tasks

direct questioning combined with report review

self evaluation

managerssupervisors report

observation in the workplace or simulated workplace

role play

written case studies

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 in the performance criteria is detailed below. Add any 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.

Strategies and processes may include:

long-term or short-term plans factoring in opportunities for team input

individual and team performance plans

clarification of roles and expectations

questionnaires, surveys and interviews

policies and procedures

training and development activities

communication devices, such as intranet and email communication systems, newsletters, reports

Information may be:

data appropriate to work roles and organisational policies that is shared and retrieved in writing or verbally, electronically or manually such as:

policies and procedures

planning and organisational documents including the outcomes of continuous improvement and quality assurance

individual and team performance data

Consultation processes may include:

the development or implementation of a process which ensures that all employees have the opportunity to contribute to workplace issues

feedback to the work team in relation to outcomes of the consultation process

Processes may include:

sets of accepted actions approved by the organisation

organisational tasks and activities undertaken to meet performance outcomes

standard operating procedures

Relevant personnel may include:

managers

supervisors

other employees

union representatives/employee groups

board members

OHS committees and other people with specialist responsibilities

Policies may refer to:

organisational guidelines and systems that govern operational functions

statement of commitment to action

frameworks

The organisation’s cultural diversity and ethical environment may refer to:

written standards such as those expressed in:

vision and mission statements

policies

code of workplace conduct/behaviour

statement of workplace values

implied standards such as honesty and respect relative to the organisational culture and generally accepted within the wider community

standards expressed in legislation and regulations, such as anti-discrimination legislation

Networks may be:

internal and/or external

with individuals or groups

through established structures or unstructured arrangements

Guidance, counselling and support may be:

informal support provided by managers including discussion of issues and exploration of mechanisms to resolve problems within organisational guidelines

formal and professional support and guidance arranged from alternative internal or external sources within organisational guidelines