Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to

Store policies and procedures in regard to:
employee relations and staff development
systems for recording employee relations information

Statutory requirements/legislation may include:
Equal Employment Opportunity (EEO)
New Apprenticeships
disciplinary procedures
awards/agreements
wages and conditions
anti-discrimination
sexual harassment
occupational health and safety

Training may be delivered by:
supervisor/manager
training coordinator

Training may relate to:
existing staff competencies
level of competencies required by staff
budget allocation for staff training

Objectives may apply to:
individuals
teams
managers

Communication methods may include:
verbal
in writing
email

Team members may include:
people from a range of social, cultural or ethnic backgrounds
people with a range of literacy and numeracy skills

Contingency plans may include:
unpredicted staff shortages
unpredicted customer demand
accidents or emergencies

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Maintains and monitors optimum staff levels according to store policy and procedures by:
maintaining staffing plans
communicating with staff and management
developing contingency plans
analysing and rectifying staff turnover problems.
Maintains and monitors staff performance according to store policy and procedures and according to legislation and statutory requirements by:
monitoring and analysing performance
identifying performance/skill gaps
applying on the job training and coaching processes to develop employees
developing performance improvement plans
conducting performance appraisal interviews
demonstrating discipline and counselling processes
demonstrating dismissal processes.
Accurately records and maintains details of staff performance procedures, taking into account privacy requirements.
Communicates with team members to minimise potential industrial relations problems.
Develops, implements and evaluates relevant and effective training plans aligned to business goals and company policies.

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:


Knowledge of:

Store policies and procedures, in regard to:
staffing
performance appraisal
employee relations
staff development
Relevant statutory, legal and industrial relations requirements, in regard to:
monitoring staff performance
counselling
disciplinary procedures
dismissal procedures
agreements/awards/wages and conditions
anti discrimination
equal opportunity
sexual harassment
occupational health and safety
A range of responsibilities/job descriptions
New Apprenticeship legislation
Training Packages and competency standards
Store staffing plan
Staff levels and turnover
Existing competencies
Resources available for training
Training and development

Skills in:

Analysing training needs
Monitoring staff performance
Conducting performance appraisal
Counselling and conflict resolution
Negotiating
Literacy skills in regard to:
researching, analysing and interpreting a broad range of written material
preparing reports
documenting results
Numeracy skills in regard to:
interpreting and maintaining data

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRPM1B can be assessed with other units which make up a particular job function.

Evidence gathering methods

Evidence should include products, processes and procedures from the workplace context. Evidence might include:

Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources required
A retail work environment
Relevant documentation such as:
store policies and procedure on employee relations and staff development
legislative requirements
store staffing plan
job descriptions
Statutes, awards and agreements relating to:
monitoring staff performance
performance appraisal
counselling
disciplinary procedures

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
Informing team members of current dispute resolution/grievance procedures requires communication of ideas and information. (3)

Collecting analysing and organising information
Monitoring staff performance and identifying training needs requires information to be collected, analysed and organised. (3)

Planning and organising activities
Developing a training plan requires activities to be planned and organised. (3)

Working with others and in teams
Resolving interpersonal conflict and providing constructive feedback to team members requires the application of team work. (3)

Using mathematical ideas and techniques
The use of mathematical ideas and techniques will be applied when monitoring and maintaining training budget. (2)

Solving problems
Problem solving skills will be applied when developing and implementing strategies for interpersonal conflict and dispute resolution. (3)

Using technology
The use of technology will be applied when developing training plans and delivering training to team members. (2)