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 in the performance criteria is detailed below. Add any 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.
Strategies and processes may include:
long-term or short-term plans factoring in opportunities for team input
individual and team performance plans
clarification of roles and expectations
questionnaires, surveys and interviews
policies and procedures
training and development activities
communication devices, such as intranet and email communication systems, newsletters, reports
Information may be:
data appropriate to work roles and organisational policies that is shared and retrieved in writing or verbally, electronically or manually such as:
policies and procedures
planning and organisational documents including the outcomes of continuous improvement and quality assurance
individual and team performance data
Consultation processes may include:
the development or implementation of a process which ensures that all employees have the opportunity to contribute to workplace issues
feedback to the work team in relation to outcomes of the consultation process
Processes may include:
sets of accepted actions approved by the organisation
organisational tasks and activities undertaken to meet performance outcomes
standard operating procedures
Relevant personnel may include:
managers
supervisors
other employees
union representatives/employee groups
board members
OHS committees and other people with specialist responsibilities
Policies may refer to:
organisational guidelines and systems that govern operational functions
statement of commitment to action
frameworks
The organisation’s cultural diversity and ethical environment may refer to:
written standards such as those expressed in:
vision and mission statements
policies
code of workplace conduct/behaviour
statement of workplace values
implied standards such as honesty and respect relative to the organisational culture and generally accepted within the wider community
standards expressed in legislation and regulations, such as anti-discrimination legislation
Networks may be:
internal and/or external
with individuals or groups
through established structures or unstructured arrangements
Guidance, counselling and support may be:
informal support provided by managers including discussion of issues and exploration of mechanisms to resolve problems within organisational guidelines
formal and professional support and guidance arranged from alternative internal or external sources within organisational guidelines

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Overview of assessment
A person who demonstrates competence in this unit must be able to provide evidence that they are able to manage the process of accessing and analysing information to achieve planned outcomes, communicate information and ideas to a range of stakeholders and they must be able to manage a process which facilitates the development and maintenance of positive workplace relationships.
They must be able to encourage the development of trust and confidence within the work team and resolve problems and conflicts effectively and efficiently.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Access by the learner and trainer to appropriate documentation and resources normally used in the workplace.
Assessment and evidence must confirm the ability to:
ensure strategies and process are in place for the management of ideas and information
establish and/or implement policies to promote cultural diversity and ethics
act professionally as an example to staff
adjust communication style to meet needs to different situations
make use of networks in building workplace relationships
identify problems and difficulties in workplace relationships
resolve identified difficulties in workplace relationships
Products that could be used as evidence include:
Documentation produced in manage effective workplace relationship, such as:
contribution to organisational policies and procedures
procedures and policies for dealing with diversity, and related codes of conduct
actions taken including advice and input into management decisions to address social and ethical standards in the workplace
actions taken to address methods of accessing networks and developing strategic contacts and within and outside the organisation
learning and development plans for team members
materials developed for coaching, mentoring and training
induction programs developed and/or delivered
actions taken to address internal and external communications processes
reviews of people management
advice and input into management decisions related to the work team
records of OHS&W consultation
Processes that could be used as evidence include:
how strategies have been develop to ensure that information was collected and accessed
how operational planning was conducted
how policies were established, and contributions sought and used to develop new ideas and approaches
how the organisation’s social and ethical standards have been used within workplace relationships
how trust and confidence have been developed and maintained
how interpersonal styles and methods were adjusted to the organisation’s cultural diversity and ethical environment
how strategic networks were used to build relationships
how ongoing planning and implementation has been conducted
how strategies were developed to ensure that difficulties are addressed and solutions planned
how colleagues were counselled, guided and supported to resolve work difficulties
examples of how poor work performance and conflict was managed
Context of and specific resources for assessment
Validity and sufficiency of evidence requires:
that this unit can be assessed in the workplace or in a closely simulated work environment
that where assessment is part of learning experience, evidence will need to be collected over a period of time, involving both formative and summative assessment
that examples of actions taken by the candidate to manage effective workplace relationships are provided
Method of assessment
Evidence should be gathered in at least two different contexts, drawing on a range of evidence.
Evidence may be gathered through use of the following methods:
report on tasks
direct questioning combined with report review
self evaluation
manager’s/supervisor’s report
observation in the workplace, or simulated workplace
role play
written case studies