Application
This unit describes the skills and knowledge required to gather information and maintain effective relationships and networks, with particular regard to communication and representation.
This unit applies to individuals who use leadership skills including motivation, mentoring and coaching to develop efficient, effective and unified teams and facilitate communication between team members and management of the organisation.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Seek, receive and communicate information and ideas | 1.1 Collect information associated with the achievement of work responsibilities from appropriate sources 1.2 Communicate ideas and information to diverse audiences in an appropriate and sensitive manner 1.3 Seek contributions from internal and external sources to develop and refine new ideas and approaches in accordance with organisational processes 1.4 Facilitate consultation processes to allow employees to contribute to issues related to their work, and promptly communicate outcomes of consultation to the work team 1.5 Promptly deal with and resolve issues raised, or refer them to relevant personnel |
2 Encourage trust and confidence | 2.1 Treat people with integrity, respect and empathy 2.2 Encourage effective relationships within the framework of the organisation’s social, ethical and business standards 2.3 Gain and maintain the trust and confidence of colleagues, customers and suppliers through competent performance 2.4 Adjust interpersonal styles and methods in relation to the organisation’s social and cultural environment |
3 Identify and use networks and relationships | 3.1 Identify and utilise workplace networks to help build relationships 3.2 Identify and describe the value and benefits of networks and other work relationships for the team and the organisation |
4 Contribute to positive outcomes | 4.1 Identify difficulties and take action to rectify the situation within own level of responsibility according to organisational and legal requirements 4.2 Support colleagues in resolving work difficulties 4.3 Regularly review workplace outcomes and implement improvements in consultation with relevant personnel 4.4 Identify and resolve poor work performance within own level of responsibility and according to organisational policies 4.5 Deal constructively with conflict, within the organisation’s established processes |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.3, 1.4, 1.5, 4.3 | Comprehends textual information to determine regulatory requirements and adhere to job processes and internal policies |
Writing | 1.1-1.5, 4.3, 4.4, 4.5 | Uses appropriate language to record key information related to the outcomes of the job Varies writing style to meet requirements of audience and purpose |
Oral Communication | 1.2-1.5, 2.1, 2.2, 2.4, 3.1, 4.2-4.5 | Speaks clearly using tone and pace appropriate for the audience and purpose Uses appropriate techniques, including active listening and questioning, to clarify information and to confirm understanding |
Navigate the world of work | 1.3, 2.1, 2.2, 2.4, 4.1, 4.4, 4.5 | Takes personal responsibility for adherence to explicit and implicit organisational policies, procedures, standards and legislative requirements within own job role and in all interactions with others |
Interact with others | 1.2, 1.3, 1.4, 1.5 2.1, 2.2, 2.3, 2.4 4.2, 4.3, 4.4, 4.5 | Selects and uses appropriate conventions and protocols when communicating with internal and external stakeholders to build rapport, establish networks, seek or share information, Adjusts personal communication style in response to a diverse range of individuals in the work context Uses collaborative techniques to engage team members in consultations and negotiations Implements strategies to respond appropriately to conflict and poor work performance |
Get the work done | 1.1, 1.3, 1.4,1.5, 2.3, 3.1, 3.2, 4.1, 4.2, 4.3, 4.4 | Takes responsibility for planning, sequencing and prioritising tasks and own workload for effective outcomes Uses formal analytical thinking techniques and broad ranging consultative processes to identify issues and implement a constructive approach to solutions and improvement opportunities Uses familiar digital technologies and systems to access, present and communicate information |
Sectors
Management and Leadership – Frontline Management