Unit of competency Outline

Date retreived
23/07/2026 12:22 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Manage stress in the workplace

Manage stress in the workplace

Unit of competency
National Code
BSBWOR403A
State Code
D1032
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
10/03/2009
View on TGA
State Implementation and Classification
Approved Date
06/11/2014
Field of Education
120505 - Work Practices Programmes
Original Release Date
06/11/2014
Nominal Hours
60
Description
This unit describes the performance outcomes, skills and knowledge required to manage own stress and the stress of others stress in a team environment.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1. Develop and implement personal stress management strategy
  • 1.1. Recognise signs and sources of stress
  • 1.2. Use appropriate techniques to manage own stress
  • 1.3. Maintain personal stamina and resilience
  • 1.4. Maintain personal work/life balance
  • 1.5. Become a role model in managing stress and time
2. Develop stress management strategies and techniques within a team
  • 2.1. Analyse and understand potential sources of fatigue and stress in the work environment
  • 2.2. Develop an understanding of a range of stress management techniques within a team
  • 2.3. Develop techniques to support the achievement of key performance indicators (KPIs) and priorities
  • 2.4. Encourage team members to support each other in managing stress
  • 2.5. Adopt strategies to effectively reduce, manage and deal with stress within a team
  • 2.6. Adopt stamina management strategies to maximise performance
  • 2.7. Develop techniques to assist team members to recover effectively from a stressful or difficult situation
3. Implement stress management techniques within a team
  • 3.1. Adopt work routine and procedural strategies to minimise stress and fatigue within a team
  • 3.2. Use appropriate time management tools and techniques
  • 3.3. Develop individual/group training and development program as required
  • 3.4. Use team meetings and other opportunities to discuss stress management techniques and to coach staff in using these techniques
  • 3.5. Regularly evaluate tools, techniques and strategies
  • 3.6. Develop team awareness of sources of internal and external support
4. Develop team and morale building strategies
  • 4.1. Develop a strategy to engage and develop team members
  • 4.2. Develop a communication strategy within a team
  • 4.3. Manage and use team meetings effectively
  • 4.4. Develop a supportive and responsive team environment
  • 4.5. Delegate effectively to further empower and motivate team members
5. Monitor and address stress levels within a team
  • 5.1. Monitor individual staff performance against performance requirements
  • 5.2. Conduct regular staff reviews to identify variations and difficulties impacting on work requirements
  • 5.3. Monitor and support team members when in stressful situations
  • 5.4. Respond appropriately to behavioural signs of stress among team members
  • 5.5. Monitor work/life balance of team members
  • 5.6. Discuss outcomes and develop action plans with team members as appropriate
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.
Signs of stress may include:
absence from work
conflict
fatigue
lack of self-esteem and confidence
poor work performance
sickness
Sources of stress may include:
challenging KPIs and/or priorities
complex tasks
difficult customer contact
external factors
inadequate physical environment
interpersonal relationships
Sources of fatigue may include:
ergonomic factors
excessive overtime
external issues
overload of information
repetitive tasks and/or contacts
shift rostering and hours of work
Stress management techniques may include:
debriefing with peers and/or line manager
relaxation methods
specific training
stretching and exercises
taking breaks
Key performance indicators (KPIs) and priorities may include:
adherence to schedule
average handling time
call rates
customer satisfaction feedback
quality assurance requirements
sales targets
targets
Stamina management strategies may include:
management of personal wellbeing, for example:
breaks
hydration
life balance
meals
recognising fatigue
management of the environment, for example:
climate
ergonomics
noise
management of work, for example:
minimising re-working
sequencing tasks
Stressful or difficult situations may include:
angry customer
changing regulations and legislation
customer abuse
customer complaint
high number of customer contacts
sensitive customer situations
unreliable technology
Time management tools and techniques may include:
diarising and/or scheduling tasks and time
organising information
prioritising tasks
self-managing training requirements
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:
explanation of signs and sources of stress
explanation of job role priorities and KPIs
ability or strategy to recover from stressful contact
work stamina and implementation of work/life management strategies
knowledge of OHS principles and requirements.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data
access to performance management, development plan and training records
access to relevant legislation, standards and guidelines
access to staff feedback and satisfaction survey records.
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 and/or written questioning to assess knowledge of signs and sources of stress, and time management tools and techniques
direct observation of the candidate effectively managing time and work priorities
oral and /or written questioning of the process for the candidate to work through and recover from a stressful situation with a team member during and after the situation
review and analysis of attendance records
review of development plans and feedback for team members
review of minutes of team meetings.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
relevant management units.
Replaced By
State Code National Code Title Type
AUJ56 BSBWOR403 Manage stress in the workplace Unit of competency