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Evidence Guide: PSPWPR402A - Respond to general workplace relations enquiries

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

PSPWPR402A - Respond to general workplace relations enquiries

What evidence can you provide to prove your understanding of each of the following citeria?

Prepare to respond to workplace relations enquiries.

  1. Scope of authority to give information and advice is identified and interpreted.
  2. Understanding of role and responsibilities is confirmed with relevant manager.
  3. Frequently asked questions are identified and standard responses noted.
  4. Procedures for enquiries falling outside scope of authority are identified and interpreted.
  5. Information sources are identified and different types of information are located and reviewed to facilitate timely retrieval.
Scope of authority to give information and advice is identified and interpreted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Understanding of role and responsibilities is confirmed with relevant manager.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Frequently asked questions are identified and standard responses noted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Procedures for enquiries falling outside scope of authority are identified and interpreted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information sources are identified and different types of information are located and reviewed to facilitate timely retrieval.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify the details of enquiries.

  1. Nature of workplace relations enquiry is established by listening and paraphrasing according to workplace procedures.
  2. Details of enquiry are elicited using appropriate questioning techniques.
  3. Communication with clients is managed according to workplace procedures.
  4. Potential conflict of interest is identified and where conflict exists, the issue is referred according to workplace procedures.
Nature of workplace relations enquiry is established by listening and paraphrasing according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Details of enquiry are elicited using appropriate questioning techniques.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication with clients is managed according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Potential conflict of interest is identified and where conflict exists, the issue is referred according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide relevant information.

  1. Workplace relations information is researched and confirmed as relevant to enquiry.
  2. Workplace relations information is relayed in a clear, concise manner appropriate to enquirer's needs.
  3. Client enquiries arising from relayed information are answered within scope of authority.
  4. Complex queries and difficult calls are referred to appropriate persons according to workplace procedures.
Workplace relations information is researched and confirmed as relevant to enquiry.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Workplace relations information is relayed in a clear, concise manner appropriate to enquirer's needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client enquiries arising from relayed information are answered within scope of authority.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complex queries and difficult calls are referred to appropriate persons according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare to respond to workplace relations enquiries

  1. Scope of authority to give information and advice is identified and interpreted.
  2. Understanding of role and responsibilities is confirmed with relevant manager.
  3. Frequently asked questions are identified and standard responses noted.
  4. Procedures for enquiries falling outside scope of authority are identified and interpreted.
  5. Information sources are identified and different types of information are located and reviewed to facilitate timely retrieval.
Scope of authority to give information and advice is identified and interpreted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Understanding of role and responsibilities is confirmed with relevant manager.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Frequently asked questions are identified and standard responses noted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Procedures for enquiries falling outside scope of authority are identified and interpreted.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information sources are identified and different types of information are located and reviewed to facilitate timely retrieval.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify the details of enquiries

  1. Nature of workplace relations enquiry is established by listening and paraphrasing according to workplace procedures.
  2. Details of enquiry are elicited using appropriate questioning techniques.
  3. Communication with clients is managed according to workplace procedures.
  4. Potential conflict of interest is identified and where conflict exists, the issue is referred according to workplace procedures.
Nature of workplace relations enquiry is established by listening and paraphrasing according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Details of enquiry are elicited using appropriate questioning techniques.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communication with clients is managed according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Potential conflict of interest is identified and where conflict exists, the issue is referred according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide relevant information

  1. Workplace relations information is researched and confirmed as relevant to enquiry.
  2. Workplace relations information is relayed in a clear, concise manner appropriate to enquirer's needs.
  3. Client enquiries arising from relayed information are answered within scope of authority.
  4. Complex queries and difficult calls are referred to appropriate persons according to workplace procedures.
Workplace relations information is researched and confirmed as relevant to enquiry.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Workplace relations information is relayed in a clear, concise manner appropriate to enquirer's needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client enquiries arising from relayed information are answered within scope of authority.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complex queries and difficult calls are referred to appropriate persons according to workplace procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Competency must be demonstrated by responding to a range of general workplace enquiries

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

Assessment must confirm the ability to:

apply scope of authority and refer or escalate enquiries that fall beyond scope

locate and use information sources to provide relevant response to enquiries

apply communication strategies to ensure responses to enquiries meet quality and productivity standards

provide responses to a range of enquiries from diverse enquirers

Consistency in performance

Competency should be demonstrated by responding to a range of enquiries, including both written and verbal enquiries.

Context of and specific resources for assessment

Assessment must comply with:

organisational client-management and health and safety procedures

applicable regulations and codes.

Access may be required to:

a simulated work environment

organisational policies and procedures

workplace relations information

Guidance information for assessment

The following assessment methods are suggested:

questioning about relevant legislation, the workplace relations framework, and workplace relations information and issues

observation of the candidate responding to a range of incoming enquiries from diverse enquirers about a variety of common workplace relations issues

feedback from peers and/or supervisor that the candidate consistently applies relevant workplace procedures

review of records completed by candidate or reports of performance

In all cases, practical assessment should be supported by questions to assess underpinning knowledge and those aspects of competency that are difficult to assess directly. Questioning techniques should suit the language and literacy levels of the candidate.

Required Skills and Knowledge

Required skills

interpersonal skills to:

provide effective customer service

relate to people from diverse backgrounds and with diverse needs

teamwork skills to:

ensure consistent responses and timely escalation of issues

develop skills and knowledge in responding to enquiries

time-management skills to:

efficiently address enquiries

facilitate management of enquiry queue

communication skills, including:

telephone techniques

active listening

paraphrasing

questioning skills

ability to adapt communication style to suit audience

substituting technical jargon with plain English

assertive communication

conflict resolution

language and literacy skills to:

identify frequently asked questions and apply standard responses

access standard information from enquirer and clarify enquiry

locate, research and interpret workplace relations information

write and report

technology skills to operate information and communications technology and software systems

learning skills to stay abreast of workplace relations legislative changes and outcomes from court related matters

self-management skills to recognise problems or issues

problem-solving skills to deal with enquirers with sometimes complex queries

planning and organising skills to:

keep records

manage files

plan and prioritise work

Required knowledge

workplace policies and procedures, including scope of authority of own role

workplace relations framework

relevant federal, state or territory, and local legislation relating to:

workplace relations

OHS

human rights and equal employment opportunity

privacy

workplace relations information and issues, including:

types of employment

rights, roles and responsibilities of parties in an employment relationship

conditions and entitlements

transitional arrangements

union issues

factors indicating compliance, non-compliance and breach of workplace relations legislation

features and operation of information and communications technology and systems

electronic and manual recording and reporting systems and procedures

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Scope of authority may include that relating to:

definitions of types of enquiry to be accepted and types to be referred, including details of appropriate persons for referral

details of type, level and format of advice to be given, including:

sources of information to be used for advice

restrictions on variations to prescribed advice

Workplace relations enquiries may relate to:

legislation, codes and national standards relevant to the workplace

relevant employment contracts and industrial instruments

Workplace procedures may include those relating to:

OHS

code of conduct

recording and reporting

privacy and privacy disclaimers

scope of authority

referral

conflict of interest

Communication may be oral or written and may include:

using correct scripts and acceptable variation from scripts

using plain English

using interpreters

establishing rapport while remaining impartial

adapting communication to suit audience

using assertive communication

Workplace relations information may include:

workplace conditions and entitlements, including:

maximum weekly hours of work

leave, including:

annual leave

parental leave and related entitlements

personal/carer's leave and compassionate leave

community service leave

long service leave

requests for flexible working arrangements

public holidays

notice of termination and redundancy pay

minimum wages

rights, roles and responsibilities of individuals or groups, including:

employers

employees

Fair Work Australia

state industrial relations commissions

unions

independent contractors

legislation, codes and standards relevant to the workplace, such as:

Fair Work Act 2009

Independent Contractors Act 2006

Australian Workplace Relations Act 1996

Public Service Act 2008

Public Service Regulation 2008

state public sector management legislation

award and enterprise agreements and relevant industrial instruments

transitional arrangements

other relevant federal, state or territory, and local legislation relating to:

OHS

human rights and equal employment opportunity

industrial relations

immigration

superannuation

workers compensation

long service leave

relevant industry codes of practice

note: legislation, codes and standards are subject to change and current relevant versions should be researched

relevant employment contracts or industrial instruments, such as:

employee collective agreement (ECA)

union collective agreement (UCA)

employee greenfield agreement (EGA)

union greenfield agreement (UGA)

Australian workplace agreement (AWA)

individual transitional employment agreement (ITEA)

enterprise bargaining agreement (EBA)

notional agreement preserving state award (NAPSA)

preserved state agreement (PSA)

enterprise agreement

multi enterprise agreement

single enterprise agreement

multiple business agreement (MBA)

common law contract (CLC)

federal award

state award

contract for award-free employees