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Elements and Performance Criteria

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

interpersonal communication skills to

follow routine instructions through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

ability to follow store policy and procedures

maintaining personal presentation

interpersonal communication skills including

nondiscriminatory verbal and nonverbal communication

listening questioning and observation

literacy skills in reading and interpreting workplace documents

The following knowledge must be assessed as part of this unit

store policy and procedures in regard to

workplace ethics

shift availability or nonattendance

interpersonal conflict

dealing with grievances

personal animosity

discriminatory behaviour

staff counselling and disciplinary procedures

equal opportunity issues

parttime casual fulltime work contract employment

hygiene and selfpresentation

store organisational structure

structure of the retail industry

rights and responsibilities of employers and employees in retail workplace

responsibilities under an Australian apprenticeship contract of training if applicable

major changes affecting retail workplaces

following set routines and procedures

relevant legislation and statutory requirements such as

equal opportunity legislation

equal employment opportunity EEO legislation

antidiscrimination legislation

workplace relations

industry awards and agreements

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 TrainingPackage

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

Evidence of the following is essential

responsibly applies store policy and procedures in regard to workplace ethics including interpretation of staff rosters notification of the availability for work allocated duties and job description

recognises and describes the organisational culture of the workplace including organisational structure mission and goals

applies store policy and procedures and legislative requirements in regard to internal and external client contact especially the use of nondiscriminatory language and attitudes

knows employees own rights and responsibilities in regard to awards and agreements

identifies and describes the role of various parties including employer and employee associations

applies store policy and procedures in regard to personal dress presentation hygiene and code of conduct

consistently meets store scheduling routines and uses time effectively

Context of and specific resources for assessment

Assessment must ensure access to

a real or simulated work environment

relevant documentation such as

store or sample policy and procedures in regard to workplace ethics

store or sample job descriptions and organisational charts

store or sample documentation regarding mission and goals for the company

store or sample policy and procedures in regard to the rights and responsibilities of employers and employees in the workplace

awards and agreements

government legislation on equal opportunity equal employment opportunity EEO and antidiscrimination

store or sample policies on OHS

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of performance in the workplace

thirdparty reports from a supervisor

customer feedback

research projects or case studies

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and thirdparty workplace reports of onthejob performance

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example this unit can be assessed with the following units

SIRXCOMA Communicate in the workplace

SIRXCOM001A Communicate in the workplace

SIRXOHSA Apply safe working practices

SIRXOHS001A Apply safe working practices

SIRXCLMA Organise and maintain work areas

SIRXCLM001A Organise and maintain work areas

SIRXICTA Operate retail technology

SIRXICT001A Operate retail technology

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification

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.

Store policy and procedures may relate to:	workplace ethics modes of communication store hours of operation completing work out of hours contact with customers job descriptions and responsibilities interaction with other team members interaction with supervision and management OHS.

Organisational culture may include:	organisational structure, including own position and role within the structure chain of command workplace policy and procedures organisational values mission statement workplace goals.

Non-discriminatory attitudes may include:	age race colour national or ethnic origin sex pregnancy or marital status disability religion sexual preference.

Customers may include:	new or repeat contacts internal and external contacts customers with routine or special requests people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Staff or management may:	come from a range of social, cultural and ethnic backgrounds have varying degrees of language and literacy levels.

Sources of information may include:	media reference books libraries unions industry associations industry publications internet information services personal observation and experience colleagues, supervisors and managers industry contacts, mentors and advisers.

Information may include:	industry working conditions employee and employer rights and responsibilities environmental issues and requirements industrial relations issues and major organisation career opportunities within the industry the work ethic required to work in the industry industry expectations of staff quality assurance new products and services.

Legislation may include:	federal, state or territory and local legislation food safety OHS.

Store information may:	be written or verbal relate to store policy and procedures, including: contact with customers job descriptions and responsibilities interaction with other team members interaction with supervision and management.

Daily work routine may include:	interacting with customers interacting with supervisors and other staff members handling telephone enquiries organising and maintaining work areas maintaining merchandise and displays preparing goods for delivery observing scheduled breaks assisting other team members working within required timelines.

Tasks may be:	routine rostered non-routine.