Unit of competency Outline

Date retreived
22/07/2026 6:46 PM AWST

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Manage personal stress in the workplace

Manage personal stress in the workplace

Unit of competency
National Code
BSBWOR201
State Code
AUI68
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
25/03/2015
View on TGA
State Implementation and Classification
Approved Date
15/09/2015
Field of Education
080305 - Personal Management Training
Original Release Date
15/09/2015
Nominal Hours
40
Description
This unit describes the skills and knowledge required to understand signs and sources of stress within the broader framework of the job role and work environment. It applies to individuals who usually work with some guidance and supervision in an environment where they are likely to encounter difficult customers and situations from time to time. It typically applies in a contact centre environment owing to the very measured, structured, high volume and potentially repetitive nature of the work, but can apply in any work environment.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Develop personal awareness of stress
  • 1.1 Recognise signs and sources of stress
  • 1.2 Acknowledge stress and difficult situations
  • 1.3 Analyse and understand potential areas of stress in the work environment
2. Develop stress management techniques
  • 2.1 Develop an effective understanding of a range of stress management techniques
  • 2.2 Use appropriate techniques to manage stressful situations effectively
  • 2.3 Focus on areas of stress within personal control
  • 2.4 Adopt strategies to effectively reduce, manage and deal with stress
3. Manage time
  • 3.1 Develop and understand job role priorities
  • 3.2 Develop techniques to support achievement of key performance indicators (KPIs) and priorities
  • 3.3 Use appropriate time management tools and techniques
  • 3.4 Regularly evaluate tools and techniques
  • 3.5 Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews
4. Recover from a stressful contact
  • 4.1 Review the contact or situation
  • 4.2 Analyse root cause/s of stressful contact or situation
  • 4.3 Depersonalise context of contact or situation
  • 4.4 Discuss outcomes with appropriate staff members
  • 4.5 Prepare for next contact or situation positively
  • 4.6 Follow up or take action where needed
5. Maintain personal stamina and resilience
  • 5.1 Identify sources of fatigue in contact centre role
  • 5.2 Adopt work routine and procedural strategies to minimise stress and fatigue
  • 5.3 Monitor personal performance against performance requirements
  • 5.4 Adapt stamina management strategies to maximise performance
  • 5.5 Seek assistance from team members and management in managing stamina
6. Maintain work/life balance
  • 6.1 Identify work/life priorities
  • 6.2 Adopt strategies to support work/life priorities
  • 6.3 Give high priority to health and wellbeing
  • 6.4 Monitor work/life balance
  • 6.5 Develop ability to effectively leave work behind at the end of the day
No information
No information
Replaces
State Code National Code Title Type
D1024 BSBWOR201A Manage personal stress in the workplace Unit of competency
Replaced By
State Code National Code Title Type
OCE34 BSBPEF201 Support personal wellbeing in the workplace Unit of competency