Description

This unit describes the performance outcomes, skills and knowledge required to gather information and maintain effective working relationships and networks, with particular regard to communication and representation.

Pre Requisites

Application

Frontline managers have a key role in contributing to efficient and effective work teams within the context of the organisation. They play a prominent part in motivating, mentoring, coaching and developing team cohesion through providing leadership for the team and forming the bridge between the management of the organisation and the team members.

At this level, work will normally be carried out within known routines, methods and procedures which require the exercise of some discretion and judgement.

Performance Criteria

Required Skills & Knowledge

•     ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
•     coaching and mentoring skills to provide support to colleagues
•     functional literacy skills to access and use workplace information
•     relationship management and communication skills to:
•     interpret information from a variety of people
•     respond to unexpected demands from a range of people
•     gain the trust and confidence of colleagues
•     deal with people openly and fairly
•     forge effective relationships with internal and/or external people.

•     principles and techniques associated with relationship management, including:
•     developing trust and confidence
•     behaving consistently in work relationships
•     identifying the cultural and social environment
•     identifying and assessing interpersonal styles
•     establishing networks
•     identifying and resolving problems
•     handling conflict
•     managing poor work performance
•     monitoring and improving work relationships
•     using anti-discrimination/bias strategies and making contributions
•     relevant legislation from all levels of government that may affect business operation, especially in regard to:

•     occupational health and safety and environmental issues
•     equal opportunity
•     industrial relations
•     anti-discrimination.

Range Statement

•     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

•     external, such as:
•     external customers
•     web based resources
•     reports
•     internal, such as:
•     supervisors, managers and peers
•     organisation policies and procedures
•     workplace documents

•     persons with specific social, cultural and other needs that require a range of strategies and approaches including adjusting communication

•     feedback to the work team and relevant personnel in relation to outcomes of the consultation process
•     opportunity for employees to contribute ideas and information

•     OHS committees and OHS representatives
•     people with specialist responsibilities
•     supervisors, managers and other employees
•     union representatives/groups

•     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

•     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

•     formal or informal
•     individuals or groups
•     internal or external
•     structured or unstructured

•     OHS processes and procedures
•     performance of the work team

•     self or work team; or it may extend to the organisation as a whole

Evidence Guide

•     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.

•     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.

•     other management or frontline managementunits.