Elements and Performance Criteria

RANGE STATEMENT
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 include:
archived, filed and historical background data
electronic or manual transmission
individual and team performance data
marketing and customer-related data
organisation policies and procedures
planning and organisational documents including the outcomes of continuous improvement and quality assurance
written or verbal communications
Sources of information may be:
external, such as:
external customers
web based resources
reports
internal, such as:
supervisors, managers and peers
organisation policies and procedures
workplace documents
Diverse audiences may include:
persons with specific social, cultural and other needs that require a range of strategies and approaches including adjusting communication
Consultation processes may include:
feedback to the work team and relevant personnel in relation to outcomes of the consultation process
opportunity for employees to contribute ideas and information
Relevant personnel may include:
OHS committees and OHS representatives
people with specialist responsibilities
supervisors, managers and other employees
union representatives/groups
The organisation's social, ethical and business standards may refer to:
implied standards such as honesty and respect relative to the organisation culture and generally accepted within the wider community
rewards and recognition for high performing staff
standards expressed in legislation and regulations such as anti-discrimination legislation
written standards such as those expressed in:
vision and mission statements
policies
code of workplace conduct/behaviour
dress code
statement of workplace values
Colleagues, customers and suppliers may include:
employees at the same level and more senior managers
internal and external contacts
people from a wide variety of social, cultural and ethnic backgrounds
team members
Workplace networks may be:
formal or informal
individuals or groups
internal or external
structured or unstructured
Workplace outcomes may include:
OHS processes and procedures
performance of the work team
Poor work performance may relate to:
self or work team; or it may extend to the organisation as a whole

EVIDENCE GUIDE
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

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
using culturally appropriate communication techniques to share work-based information with teams and individuals in accordance with organisation policies
developing networks and building team relationships
regularly reviewing workplace outcomes to identify and resolve issues and implement improvements within own level of responsibility and according to organisational policies.
Context of and specific resources for assessment
Assessment must ensure:
access to appropriate documentation and resources normally used in the workplace.
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 on-the-job performance by the candidate
oral or written questioning to assess knowledge and understanding of principles of relationship management and organisation's social, ethical and business standards
presentation of examples of actions taken by the candidate to build networks and contribute to positive workplace relationships and outcomes.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
other management or frontline managementunits.