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.
Organisation’s requirementsmay include:
access and equity principles and practice
antidiscrimination and related policy
business and performance plans
ethical standards
goals, objectives, plans, systems and processes
legal and organisation policies, guidelines and requirements
modes of communication
interaction with other team members
interaction with management
WHS policies, procedures and programs
quality and continuous improvement processes and standards.
Appropriate people may include:
colleagues
supervisors
managers
senior operators.
Employee rights and responsibilitiesmay include:
attendance
confidentiality and privacy of the business, client and colleague information
knowing the terms and conditions of own employment
obeying lawful orders
protection from discrimination and sexual harassment
punctuality
right to union representation
safety and care with respect to WHS.
Employer rights and responsibilitiesmay include:
responsibility of providing a safe environment free from discrimination and sexual harassment according to relevant state or territory and commonwealth antidiscrimination legislation
right to counsel or dismiss employees if they:
are negligent, careless or cause an accident
commit a criminal offence
commit acts of disloyalty, such as revealing confidential information.
Organisational culturemay include:
chain of command
mission statement
organisational structure, including own position and role within the structure
organisational goals, values and behaviours
workplace policies, procedures and quality assurance manuals relating to:
contact with customers
interaction with other team members
interaction with supervision and management
job descriptions and responsibilities.
Behaviour that contributes to a safe and sustainable work environment may include:
discussing and negotiating problems and tasks with other team members
identifying and reporting risks or hazards
listening to the ideas and opinions of others in the team
sharing knowledge and skills
solving problems as a team
using equipment according to guidelines
implementing environmental protection procedures, such as:
waste minimisation
recycling
reuse
energy efficiency, e.g. electricity saving devices and practices
waste disposal
resource management
water efficiency.
Daily work routine may include:
interacting with customers
interacting with supervisors and other staff members
handling the telephone
organising and maintaining work areas
maintaining merchandise and displays
observing scheduled breaks
assisting other team members
working within required timelines.
Tasks may be:
routine
rostered
non-routine.
Work and personal prioritiesmay include:
work and life balance and other commitments, including:
school
homework
home and family
cultural practices
parties and friends
other jobs.

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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
identifies, locates and articulates the organisation’s requirements, including goals and values
demonstrates work practices that reflect the relationship between own role and organisational requirements
demonstrates knowledge of workplace procedures for upholding employee and employer rights and responsibilities
applies workplace dress, hygiene and personal presentation requirements.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated retail work environment
relevant documentation, such as:
workplace goals and values
workplace policies and procedures relating to:
WHS
customer service
personal dress, hygiene and presentation
rights and responsibilities of employees
awards and agreements.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate
analysis of responses to case studies and scenarios
observation of demonstrated techniques
evaluation of time-management strategies applied to work duties
written or oral questions appropriate to the language and literacy level of the learner to test knowledge that may include workplace policies and procedures.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, salon and job role, for example:
SIRXCOM101 Communicate in the workplace to support team and customer outcomes.