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Elements and Performance Criteria

1. Develop trust and confidence and provide necessary information to team
   • Treat work group members with integrity, respect and empathy in accordance with company requirements
   • Promote the company's social ethical and business standards in accordance with company requirements
   • Develop and maintain positive relationships in accordance with legislative and company requirements
   • Determine roles of work group members in a cooperative manner in accordance with company requirements
   • Provide information to work group members on work requirements, specifications and company requirements using effective communication techniques and suitable communication mediums
   • Gain and maintain trust and confidence of work group members through the consistent outlining and competent demonstration of workplace procedures
2. Plan team activities
   • Allow work group members the opportunity to participate in planning work activities, where appropriate, in accordance with company requirements
   • Consider the existing competencies and capacities of work group members in determining level and type of input to work planning and in accordance with company requirements
   • Inform work group members of the interrelated nature of work activities, where necessary, in accordance with company requirements
   • Verify and confirm that work objectives are understood by work group members in accordance with company requirements
3. Contribute to effective teamwork
   • Adopt forms ofcommunication appropriate to work activities and the work group in accordance with company requirements
   • Assign individual responsibilities for activities, taking into account individual levels of competency as part of a full job plan
   • Provide assistance, guidance and support where appropriate to individuals in order to achieve required work group outcomes and complete activities
   • Manage poor work performance in accordance with company requirements
   • Discuss problems and resolve them through agreed and accepted processes wherever possible in accordance with company requirements
4. Monitor and review team performance
   • Develop processes for work group performance review in accordance with company requirements
   • Collect feedback from individuals or the work group on a regular basis and use information to identify and implement improvements in future workplace arrangements in accordance with company requirements
   • Assess and record outcomes and performance of individuals or the work group to determine the effectiveness of work arrangements in accordance with company requirements
   • Analyse and review data on performance and provide information to relevant parties in accordance with company requirements

Required Skills

Refer to Evidence Guide

Evidence Required

Critical aspects of competency

Use appropriate communication techniques to develop trust and confidence within a work group

Utilise work group in participative arrangements to plan and improve workplace effectiveness

Resolve poor work performance efficiently within organisational requirements

Monitor and evaluate work group performance with the view to improving and refining arrangements that exist

Knowledge needed to achieve the performance criteria

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

Role and function of workplace teams

Enterprise communication structure and work procedures

Staff developmentlearning opportunities available

Organisational codes of conduct

Legislative and regulatory requirements relevant to workplace procedures

Counselling and disciplinary procedures

Recruitment practices

Team dynamics

Stages of team development

Causes of stress or conflict in teams

Strategies for managing or reducing conflict

Communication methods and communication mediums

Specific skills needed to achieve the performance criteria

To achieve the performance criteria some complementary skills are required These relate to the ability to

use interpersonal communication skills that assist in establishing and maintaining work group relationships

conflict management

negotiation

problemsolving

active listeningproviding feedback

report writing

use work planning and data analysis

relate to people from a range of social cultural and ethnic backgrounds

Other units of competency that could be assessed with this unit

Where practical this unit should be assessed in an integrated fashion with other appropriate units

This unit could be assessed on its own or in combination with other competencies relevant to the job function

Resources required to assess this unit

Practical assessment will frequently be in the workplace or a suitable similar environment Access to such an environment will be required The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace This includes access to the following

a relevant venue

a work group

relevant organisational documentation

assessment documentation forms and record books

Gaining evidence to assess this unit

For valid and reliable assessment of this unit the competency should be demonstrated over a period of time and be observed by the assessor or assessment team working together to conduct the assessment The competency is to be demonstrated in a range of situations that may include customerworkplace interruptions and involvement in related activities normally experienced in the workplace

This unit is essentially skillsbased and it is expected that assessment will be largely practical ie workplacebased or by simulation in nature supported by questioning to assess underpinning knowledge and effective communication techniques

Opportunities for practice and selfassessment under the guidance of a person deemed to be competent in the work area should be provided in advance of a formal assessment Information derived from actual workplace experience should be treated as confidential

Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in organisational OHS policies and procedures Assessment requires that the facilitation of workplace teams meets the objectives of the company and industry expectations in the particular organisational requirement

Key competency levels

There are a number of processes learnt throughout work and daily life that are required in all jobs They are fundamental processes and generally transferable to other work environments Some of these work processes are covered by the key competencies listed below Information provided to each question highlights how these processes are applied in this unit of competency

The number in brackets indicates the level to which the key competency should be demonstrated

	Perform the process			Perform and administer the process		Perform administer and design the process
How can information be collected analysed and organised				Collect verbal visual and anecdotal information to measure team performance
How can communication of ideas and information be applied				Utilise appropriate communication techniques to create and maintain harmonious work group relationships
How are activities planned and organised				Organise work tasks according to customer requirements
How can teamwork be applied				Monitor participative arrangements to encourage the delivery of quality customer service
How can the use of mathematical ideas and techniques be applied				Monitor service delivery against budgets and contractual financial arrangements
How can problemsolving skills be applied				Identify and analyse problems and take action to rectify the situation with minimal disruption to performance
How can the use of technology be applied				Use communication tools such as email to support communication to the work group

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Range Statement

The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables may be present for this particular unit.

Communication mediums may include:

company training

face-to-face discussions

instructional materials

regular and one-off meetings

signs and symbols

use of an interpreter where required

written instructions.

Company requirements may include:

code of ethics

dress/uniform codes

legal and organisational policy/guidelines

legislation relevant to the work or service function

OHS policies, procedures and programs

organisational image

personnel practices and guidelines outlining work roles, responsibilities and delegations

quality systems, standards and guidelines

staff appearance and presentation.

Data may be verbal, visual and anecdotal information collected during operations.

Effective communication techniques may include but are not limited to:

active listening techniques

clear, legible writing

maintaining eye contact (for face-to-face interactions)

non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)

speaking clearly and concisely

using appropriate language and tone of voice

using open and/or closed questions

verbal or written responses.

Forms of communication may include:

exchange of reports and information

face-to-face interactions

responding to email

site news sheet

telephone discussions

two-way radio interactions

written information via a communication logbook.

Legislative and regulatory requirements may take into account:

consumer law

discrimination/equal employment opportunity/racial vilification

environmental law

harassment and other laws specific to local government, state and federal legislation

industry codes of conduct

OHS

privacy legislation.

Relevant parties may include external clients and supervisors/line managers.

Work group members may include:

colleagues/team members

people from a range of social, cultural or ethnic backgrounds

supervisors/line managers.

Workplace procedures may include:

assignment instructions

instructions from colleagues/supervisor/manager

personal protective equipment requirements

reporting and documentation requirements

specific customer requirements.

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