Application
This unit describes the skills and knowledge required to work cooperatively with others and deal effectively with issues, problems and conflict.
The unit applies to individuals who perform a range of routine tasks in a team environment and use a basic knowledge of teamwork in a defined context, under direct supervision or with limited individual responsibility.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
1. Develop effective workplace relationships | 1.1 Identify individual responsibilities in relation to workgroup members 1.2 Clarify individual and workgroup responsibilities with work team 1.3 Participate in informal meetings and information sharing with workgroup 1.4 Request and apply feedback from supervisor on individual practices |
2. Improve workgroup processes | 2.1 Support team members to meet workgroup goals 2.2 Contribute to workgroup goals and tasks according to organisational requirements 2.3 Share work-related information with workgroup according to organisational policies and procedures 2.4 Plan strategies for team performance improvement with workgroup |
3. Resolve issues, problems and conflict | 3.1 Identify advantages of differences in values and beliefs between workgroup members 3.2 Respond to any linguistic and cultural differences in communication styles according to legislation, organisational policies and procedures and ethical standards 3.3 Identify potential workgroup issues, problems and conflicts encountered in the workplace 3.4 Seek assistance from supervisor to address problems and conflicts that arise 3.5 Suggest possible ways of dealing with identified workplace issues |
Evidence of Performance
The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:
work with a group to achieve an objective on at least two occasions and address at least one identified problem or conflict on each occasion.
In the course of the above, the candidate must:
distinguish individual responsibilities from workgroup responsibilities
demonstrate the ability to:
support team members
communicate according to the cultural and linguistic requirements of the individual
act on constructive feedback
use communication channels to share information
cooperate and contribute to team goals
identify improvement opportunities
identify problems and conflicts and address them according to organisational and ethical policies and procedures.
Evidence of Knowledge
The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:
organisational and ethical standards, policies and procedures that relate to own work role
team responsibilities and duties and their relationship to individual responsibilities and duties
organisational policies and procedures relating to workplace discrimination and bullying
personal values and beliefs including their importance in the development of relationships
communication channels used to communicate in work teams including:
team meetings
one-on-one interactions with individual team members
emails
instant messaging
calls
key problems and conflicts arising in workgroup contexts
methods of resolving team problems including referral to relevant organisational personnel
conflict resolution techniques.
Assessment Conditions
Skills in this unit must be demonstrated in a workplace or simulated environment where the conditions are typical of those in a working environment in this industry.
This includes access to:
workplace discrimination and bullying legislation
organisational and ethical standards, policies and procedures for working with others.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Foundation Skills
Reading | Identifies and interprets information to determine task requirements |
Writing | Completes required documentation using organisational formats Composes simple documents for others to read |
Oral Communication | Presents information and seeks advice using language and features appropriate to audience Participates in discussions using listening and questioning to elicit views of others and to clarify or confirm understanding |
Initiative and enterprise | Identifies responsibilities of own role and follows explicit and implicit organisational protocols and procedures |
Teamwork | Selects and uses appropriate communication practices when seeking or sharing information Establishes and builds rapport and relationships with others to foster a culture of respect and cooperation in communications Listens to the ideas of others and considers their needs |
Planning and organising | Plans and organises work commitments to ensure deadlines and objectives are met |
Sectors
Social Competence – Teamwork and Relationships