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 image and culture may relate to: | range of products and servicespersonal and store presentationorganisational structure, including own position and role within the structurechain of commandworkplace policy and proceduresorganisational valuesmission statementworkplace goals. |
Team members may: | come from a variety of social, cultural or ethnic backgroundsvary in literacy and numeracy skillsvary in competencies. |
Difficult situations and problems may include: | unsafe work practicesdealing with difficult customersdealing with customer complaintsresolving staff conflictmanaging emergency situations. |
Communication may include: | verbalindividuals or groupsformal or informal meetingswritten correspondence, memosemail, fax, telephoneuse of languages other than English including local community languages, Indigenous languages and visual languages such as sign language. |
Store policy and procedures in regard to: | staff development, people management and leadership styleconflict resolution and grievance procedures. |
Resources may include: | training materialsequipmentrelevant information. |
Feedback may be sought and given: | verballyin languages other than English including local community languages, Indigenous languages and visual languages such as sign languagein writingin groupsindividually. |
Sources of relevant information may include: | personal observation and experiencecolleagues, supervisors and managers personnel documentation and filesunionsindustry associationsindustry publicationsinternetinformation servicesindustry contacts, mentors and advisers. |
Competencies may include: | customer service skillscommunication skillsconflict resolution skillsteam building skillsindustry specific skills. |
Appropriate personnel may include: | supervisor and managerteam members. |
Methods used to record decisions may include: | manualdigitalallocated proformas. |