Elements and Performance Criteria

workplace ethics
modes of communication
store hours of operation
completing work out of hours
contact with customers
job descriptions and responsibilities
interaction with other team members
interaction with supervision and management
OHS.

organisational structure, including own position and role within the structure
chain of command
workplace policy and procedures
organisational values
mission statement
workplace goals.

age
race
colour
national or ethnic origin
sex
pregnancy or marital status
disability
religion
sexual preference.

new or repeat contacts
internal and external contacts
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

come from a range of social, cultural and ethnic backgrounds
have varying degrees of language and literacy levels.

media
reference books
libraries
unions
industry associations
industry publications
internet
information services
personal observation and experience
colleagues, supervisors and managers
industry contacts, mentors and advisers.

industry working conditions
employee and employer rights and responsibilities
environmental issues and requirements
industrial relations issues and major organisation
career opportunities within the industry
the work ethic required to work in the industry
industry expectations of staff
quality assurance
new products and services.

federal, state or territory and local legislation
food safety
OHS.

be written or verbal
relate to store policy and procedures, including:
contact with customers
job descriptions and responsibilities
interaction with other team members
interaction with supervision and management.

interacting with customers
interacting with supervisors and other staff members
handling telephone enquiries
organising and maintaining work areas
maintaining merchandise and displays
preparing goods for delivery
observing scheduled breaks
assisting other team members
working within required timelines.

routine
rostered
non-routine.

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

Evidence of the following is essential:

and responsibly applies store policy and procedures in regard to workplace ethics, including interpretation of staff rosters, notification of the availability for work, allocated duties and job description
recognises and describes the organisational culture of the workplace, including organisational structure, mission and goals
applies store policy and procedures and legislative requirements in regard to internal and external client contact, especially the use of non-discriminatory language and attitudes
knows employee's own rights and responsibilities in regard to awards and agreements
identifies and describes the role of various parties, including employer and employee associations
applies store policy and procedures in regard to personal dress, presentation, hygiene and code of conduct
consistently meets store scheduling routines and uses time effectively.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as:

store or sample policy and procedures in regard to workplace ethics
store or sample job descriptions and organisational charts
store or sample documentation regarding mission and goals for the company
store or sample policy and procedures in regard to the rights and responsibilities of employers and employees in the workplace
awards and agreements
government legislation on equal opportunity, equal employment opportunity (EEO) and anti-discrimination
store or sample policies on OHS.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace
a role play
third-party reports from a supervisor
customer feedback
research projects or case studies
written or verbal questioning to assess knowledge and understanding
review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example this unit can be assessed with the following units:

SIRXCOM001A Communicate in the workplace
SIRXOHS001A Apply safe working practices
SIRXCLM001A Organise and maintain work areas
SIRXICT001A Operate retail technology

Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.