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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Communicate with team members.
   • Communicate effectively with team members considering cultural and other differences.
   • Use questioning to check understanding and seek clarification to prevent misunderstandings.
   • Display respect to team members and adherence to workplace expectations.
   • Maintain open communication with team members to ensure transfer of information.
   • Share information and ideas with team to enhance work outcomes.
2. Actively participate in teams.
   • Identify individual responsibilities for contributing to the achievement of team goals.
   • Carry out tasks and responsibilities to achieve workplace goals and organisational expectations.
   • Work cooperatively with team members to maximise efficiency and quality of daily work outcomes.
   • Seek, acknowledge and act upon constructive feedback from others.
   • Participate in team problem-solving to improve outcomes.
   • Interact with team members to foster a positive team and work environment reflective of the organisational culture.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

effectively communicate with team members and contribute to team outcomes while participating in at least three day-to-day sales and services activities

participate in one team meeting to discuss a sales and service problem and actively contribute towards a resolution.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

conventions and use of a range of communication methods:

verbal communication

non-verbal communication

communication techniques and use in a team context:

open and closed questioning

paraphrasing

effective listening

voice tonality and volume

effective communication techniques with team members of diverse backgrounds:

cultural diversity

special needs

team work principles and the role of teamwork in the achievement of workplace goals

role of feedback in the achievement of team goals

problem-solving strategies for use in the achievement of team goals

techniques for supporting team members in the achievement of required workplace outcomes

standards expected of personal services industry employees in relation to team work:

attitudes

ethics.

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