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 will affect performance.
The following variables 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. Bold italicised text from the performance criteria is detailed here.

Colleagues may include:
salon assistants
apprentices
senior hairdressers
receptionists
supervisors and managers.


Non-verbal communication may include:
body language, including gestures and mannerisms
dress and accessories
voice tonality and volume
use of space
culturally specific communication, customs and practices.


Workplace communication standards and procedures may include:
modes of greeting and farewelling
addressing colleagues by name
responding in an appropriate manner and timeframe.


Cultural and social differences may include:
modes of greeting, farewelling and talking
body language and use of body gestures
formality of language.

EVIDENCE GUIDE
The evidence guide describes the underpinning knowledge and skills that must be demonstrated to prove competence. It is essential for assessment and must be read in conjunction with the performance criteria, the range statement and the assessment guidelines of the relevant Training Package.

Overview of assessment
A person who demonstrates competency in this unit of competency must be able to anticipate service requirements, undertake a range of tasks to prepare and maintain work areas and equipment, and assist colleagues in the provision of optimum hairdressing services.
Knowledge and skill in the application of workplace policies and procedures relating to internal customer service and teamwork must also be demonstrated.

Specific evidence requirements
Critical aspects for assessment and evidence required to demonstrate competency in this unit
ability to consistently use effective questioning and active listening techniques to confirm service requirements with other operators
ability to accurately interpret and follow verbal instructions from other operators
ability to read, accurately interpret and consistently apply manufacturer's instructions when applying products
knowledge and consistent application of workplace policies and procedures with regard to internal customer service
knowledge and consistent application of federal, state and local health and hygiene regulations applicable to the workplace.

Context of assessment
For valid and reliable assessment of this unit, competency should be consistently demonstrated over a period of time and observed by the assessor and/or the technical expert working in partnership with the assessor. The technical expert may include the hairdresser and/or an experienced person at the workplace.
Competency should be demonstrated in the workplace or a simulated workplace environment in a range of situations that may include client interruptions and involvement in other related activities normally expected in the workplace.
In deciding whether a simulation or an assessment environment has been adequately set up, the following criteria must be applied:
provide access to the full range of up-to-date equipment and software that would generally be available in a modern working hairdressing salon
stock a comprehensive salon product range that will support the development and demonstration of the full range of skills and knowledge described in WRH06 Hairdressing Training Package units of competency
operate a fully functional reception area with a client booking and records system where candidates are able to make new and repeat appointments with clients through telephone or face-to-face contact, establish and update client records, maintain a retail display area and promote and sell retail home hair-care products that are available for purchase
provide sufficient client traffic that accurately reflects the complexity of the role and allows learners/candidates to deal with multiple salon tasks simultaneously
require that learners/candidates provide services within timeframes that reflect accepted industry service times
involve learners/candidates in prioritising competing tasks
allow learners/candidates to deal with customers, including difficult ones
require learners/candidates to work with others in a team, which would typically include salon assistants, apprentices, senior hairdressers, receptionists, supervisors and managers
provide all the skills of hairdressing to the public as defined in WRH06 Hairdressing Training Package.
For further guidance on the use of an appropriate simulated environment, refer to the Assessment Guidelines in this Training Package.


Specific resources for assessment
Competency for this unit should be assessed through access to:
relevant documentation, such as workplace policy and procedures manuals and occupational health and safety legislation and health regulations
a range of other workplace operators with a range of requirements
a range of products and equipment appropriate to the hairdressing workplace.
Relationship to other units
In the context of an assessment-only and/or a training delivery and assessment pathway, this unit requires an assessment outcome that includes evidence of the application of communication skills, and knowledge as specifically identified in the required skills and knowledge for this unit.
Prerequisite units:
none.
Co-requisite units:
WRHCS201A Prepare clients for salon services
WRHCS204A Maintain and organise work areas
WRHCS205A Follow personal health and safety routines at work
WRHHD201A Dry hair to shape.


Method of assessment
The following assessment methods are suggested.
Observation of the learner performing a range of work tasks involving dealing with other colleagues in an actual or simulated work environment over sufficient time to demonstrate his/her handling of multiple simultaneous tasks and a range of contingencies. Tasks may include:
communication with other operators to confirm required service and support
providing simultaneous service and support to multiple operators.
Written questions regarding teamwork principles and workplace procedures.


Evidence required for demonstration of consistent performance
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.


Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.