Application
This unit describes the skills required to manage ideas and information, establish systems to develop trust and confidence, manage the development of maintenance and systems and manage difficulties to achieve positive outcomes.
This unit applies to those working in a management role in a range of occupational areas.
The skills and knowledge described in this unit must be applied within the legislative, regulatory and policy environment in which they are carried out. Organisational policies and procedures must be consulted and adhered to.
Those undertaking this unit work autonomously, occasionally accessing and evaluating support from a broad range of sources. The role requires organisation, conceptualisation and high level communication skills.
No licensing, legislative or certification requirements apply to unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions section. |
1. Manage ideas and information | 1.1 Ensure strategies and processes are in place to communicate information associated with the achievement of work responsibilities to all co-workers. 1.2 Develop and/or implement consultation processes to ensure that employees have the opportunity to contribute to issues related to their work role. 1.3 Facilitate feedback to employees on outcomes of the consultation processes. 1.4 Develop and/or implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel. |
2. Establish systems to develop trust and confidence | 2.1 Establish and/or implement policies to ensure that that the organisation’s cultural diversity and ethical values are adhered to. 2.2 Gain and maintain the trust and confidence of colleagues and external contacts through professional conduct. 2.3 Adjust own interpersonal communication styles to meet the organisation’s cultural diversity and ethical environment and guide and support the work team in their personal adjustment process. |
3. Manage the development and maintenance of networks and relationships | 3.1 Use networks to build workplace relationships providing identifiable outcomes for the team and the organisation. 3.2 Conduct ongoing planning to ensure that effective internal and external workplace relationships are developed and maintained. |
4 Manage difficulties to achieve positive outcomes | 4.1 Develop and/or implement strategies to ensure that difficulties in workplace relationships are identified and resolved. 4.2 Establish processes and systems to ensure that conflict is identified and managed constructively in accordance with the organisation’s policies and procedures. 4.3 Provide guidance, counselling and support to assist co-workers in resolving their work difficulties. 4.4 Develop and implement an action plan to address any identified difficulties. |
Evidence of Performance
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.
interacting with people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
researching, analysing, interpreting and reporting skills to develop strategies and plans
communicating fluently to support effective workplace relationships
responding to unexpected demands from a range of people
understanding consultative processes and using them effectively
forging effective relationships with internal and/or external people
developing, maintaining and managing networks
gaining the trust and confidence of colleagues
dealing with people openly and fairly
using coaching and mentoring skills to provide support to colleagues
Evidence of Knowledge
Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.
organisation's policies and procedures related to workplace relationships
work health and safety guidelines related to working safely in organisation environment
the principles and techniques involved in the management and organisation of:
the organisation’s strategic and business plans
policy development
workplace relationship building techniques
Assessment Conditions
Validity assessment requires that this unit can be assessed in the workplace or in a closely simulated work environment. Where assessment is part of learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment.
Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Foundation Skills
The foundation skills demands of this unit have been mapped for alignment with the Australian Core Skills Framework (ACSF). The following tables outline the performance levels indicated for successful attainment of the unit.
ACSF levels indicative of performance:
Further information on ACSF and the foundation skills underpinning this unit can be found in the
Competency Field
Organisational administration and management