This unit involves the skills and knowledge required to apply effective stakeholder engagement in the transport sector.

It includes developing effective communication techniques with stakeholders, applying conflict resolution/negotiation skills to address issues/incidents, facilitating group discussions and reviewing outcomes of engagement with stakeholders.

Work is performed under minimal supervision.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Develop effective communication techniques with stakeholders

1.1

Strategies for engaging with stakeholders are developed, implemented and reviewed as required to ensure individual and workplace effectiveness is maximised

1.2

Special communication needs are considered and addressed to meet diversity and inclusion of stakeholders in accordance with workplace requirements

1.3

Issues are identified and clarified with stakeholders to promote effective operation of the workplace

1.4

Relevant communication techniques are selected and applied when communicating with stakeholders in accordance with workplace procedures

1.5

Written communication methods including electronic mediums are succinct and clear, and match the audience and the purpose

1.6

Feedback and advice is given and sought in a way which reflects current identified best practice in communication

1.7

Confidentiality of information conveyed is respected and maintained in accordance with workplace procedures

1.8

Relevant work-related networks and relationships are developed and maintained to meet stakeholder needs in accordance with workplace procedures

1.9

Contractual obligations of stakeholders are identified and clarified in accordance with workplace procedures

2

Apply conflict and negotiation techniques with stakeholders

2.1

Strategies to manage difficult conversations are applied with stakeholders to minimise conflict and improve delivery service

2.2

Conflict resolution strategies are used in a way which leads to a mutually acceptable outcome

2.3

Negotiation strategies are used in a way which leads to a mutually acceptable outcome

2.4

Control and objectivity is maintained in conflict and aggressive situations during stakeholder engagement

2.5

Incidents involving conflict and aggressive behaviour are reported to relevant person/s in accordance with workplace procedures and relevant authorities

3

Facilitate group discussions

3.1

Strategies to encourage all group members to participate are used including seeking and acknowledging contributions from all members

3.2

Objectives and agendas for meetings and discussions are set and followed and stakeholders are briefed about the meeting's purpose and proposed agenda to be put forward

3.3

Relevant information is provided to groups as appropriate to facilitate outcomes

3.4

Meeting structure, timeframes and protocols are agreed and adhered to in accordance with workplace procedures

3.5

Meeting content is planned, prepared and aligned to the purpose of the meeting and workplace goals and objectives

4

Review outcomes of engagement

4.1

Feedback is sought and analysed about how the information was conveyed and the effectiveness of the engagement strategy utilised

4.2

Enquires and relevant information are followed up post meeting ensuring action items are achieved in accordance with workplace procedures

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

Not applicable.

E - Communication and Calculation