Elements and Performance Criteria

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.
Information may be provided either in writing or verbally, and may be contained in:
contractual arrangements
industry codes of practice and standards
legislative requirements
manufacturer specifications and equipment manuals
site specifications.
Information sources may include:
clients
employer or employee associations
government agencies
members of work group
supervisors
work or shift communication logbooks.
Communication mediums may include:
company policy and procedures documents
company training
face-to-face discussions
instructional materials
regular and one-off meetings
signs and symbols
using interpreter where required
work method statements
written instructions.
Company requirements may include:
company codes:
conduct
dress and presentation
ethics
company image
company policies and procedures
company goals, objectives, plans, systems and processes, such as quality and continuous improvement systems, standards and guidelines
legislation relevant to the work or service function, such as anti-discrimination and equal employment opportunity
occupational health and safety (OHS) policies, procedures and programs
policies and procedures relating to own role, responsibility and delegation.
Legislative requirements may include:
anti-discrimination, equal employment opportunity and racial vilification
consumer law
environmental law
harassment and other laws specific to local government
industry codes of conduct, practice and standards
OHS Acts and regulations
privacy legislation.
Work group members may include:
colleagues and team members
people from a range of social, cultural or ethnic backgrounds
supervisors and line managers.
Communication may include:
exchanging reports and information
face-to-face interactions
personal visits
responding to email
site news sheet
telephone discussions
written information via communication logbook.
Workplace procedures may include:
assignment instructions
instructions from colleagues, supervisor and manager
personal protective equipment (PPE) requirements
reporting and documentation requirements
specific customer requirements.
Workplace learning opportunities may include providing:
coaching and mentoring assistance
induction and refresher training
specialist process training
specific equipment training
other formal or structured training.
Development opportunities may include:
career planning
performance appraisals
providing feedback to work group members
rotation to another work groups
skills assessments and recognition of prior learning.

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
This unit of competency could be assessed by observing at least two different practical demonstrations of facilitating effective workplace relationships.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.
In particular the person should demonstrate the ability to:
communicate techniques that establish and maintain relationships within a work group
employ methods of communication that cater for social, cultural and language differences within a work group
resolve problems and conflicts according to company requirements
provide learning and development opportunities within the work group
monitor and evaluate workplace relationships to improve and refine existing arrangements.
Context of and specific resources for assessment
Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards’ requirements.
Resource implications for assessment include access to:
assessment documentation forms and record books
relevant company and legislative documentation
relevant venue
work group.
Method of assessment
Assessment methods must:
satisfy the endorsed Assessment Guidelines of the Property Services Training Package
include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application
reinforce the integration of employability skills with workplace tasks and job roles
confirm that competency is verified and able to be transferred to other circumstances and environments.
This unit could be assessed on its own or in combination with other units relevant to the job function.
Guidance information for assessment
Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.
Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.