Elements and Performance Criteria
- Prepare to respond to workplace relations enquiries.
- Scope of authority to give information and advice is identified and interpreted.
- Understanding of role and responsibilities is confirmed with relevant manager.
- Frequently asked questions are identified and standard responses noted.
- Procedures for enquiries falling outside scope of authority are identified and interpreted.
- Information sources are identified and different types of information are located and reviewed to facilitate timely retrieval.
- Clarify the details of enquiries.
- Nature of workplace relations enquiry is established by listening and paraphrasing according to workplace procedures.
- Details of enquiry are elicited using appropriate questioning techniques.
- Communication with clients is managed according to workplace procedures.
- Potential conflict of interest is identified and where conflict exists, the issue is referred according to workplace procedures.
- Provide relevant information.
- Workplace relations information is researched and confirmed as relevant to enquiry.
- Workplace relations information is relayed in a clear, concise manner appropriate to enquirer's needs.
- Client enquiries arising from relayed information are answered within scope of authority.
- Complex queries and difficult calls are referred to appropriate persons according to workplace procedures.
- Prepare to respond to workplace relations enquiries
- Scope of authority to give information and advice is identified and interpreted.
- Understanding of role and responsibilities is confirmed with relevant manager.
- Frequently asked questions are identified and standard responses noted.
- Procedures for enquiries falling outside scope of authority are identified and interpreted.
- Information sources are identified and different types of information are located and reviewed to facilitate timely retrieval.
- Clarify the details of enquiries
- Nature of workplace relations enquiry is established by listening and paraphrasing according to workplace procedures.
- Details of enquiry are elicited using appropriate questioning techniques.
- Communication with clients is managed according to workplace procedures.
- Potential conflict of interest is identified and where conflict exists, the issue is referred according to workplace procedures.
- Provide relevant information
- Workplace relations information is researched and confirmed as relevant to enquiry.
- Workplace relations information is relayed in a clear, concise manner appropriate to enquirer's needs.
- Client enquiries arising from relayed information are answered within scope of authority.
- Complex queries and difficult calls are referred to appropriate persons according to workplace procedures.