SKILL  KNOWLEDGE  SAFETY

BSBWOR203A - Work effectively with others

Description

This unit describes the performance outcomes, skills and knowledge required to work in a group environment promoting team commitment and cooperation, supporting team members and dealing effectively with issues, problems and conflict.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement

Pre Requisites

 Nil

Applicaton

 This unit applies to individuals who perform a range of routine tasks using a limited range of practical skills and fundamental knowledge of teamwork in a defined context under direct supervision or with limited individual responsibility.

Performance Criteria

 1. Develop effective workplace relationships    
1.1. Identify own responsibilities and duties in relation to workgroup members and undertake activities in a manner that promotes cooperation and good relationships
1.2. Take time and resource constraints into account in fulfilling work requirements of self and others
1.3. Encourage, acknowledge and act upon constructive feedback provided by others in the workgroup

2. Contribute to workgroup activities    
2.1. Provide support to team members to ensure workgroup goals are met
2.2. Contribute constructively to workgroup goals and tasks according to organisational requirements
2.3. Share information relevant to work with workgroup to ensure designated goals are met
2.4. Identify and plan strategies/opportunities for improvement of workgroup in liaison with workgroup

3. Deal effectively with issues, problems and conflict    
3.1. Respect differences in personal values and beliefs and their importance in the development of relationships
3.2. Identify any linguistic and cultural differences in communication styles and respond appropriately
3.3. Identify issues, problems and conflict encountered in the workplace
3.4. Seek assistance from workgroup members when issues, problems and conflict arise and suggest possible ways of dealing with them as appropriate or refer them to the appropriate person

Required Skills & Knowledge

 Required skills
  •     literacy skills to read and understand the organisation's policies and work procedures, to write simple instructions for particular routine tasks and to interpret information gained from correspondence
  •     communication skills to request advice, to receive feedback and to work with a team
  •     technology skills to select and use technology appropriate to a task
  •     culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities.

Required knowledge
  •     key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
  •     anti-discrimination legislation
  •     ethical principles
  •     codes of practice
  •     privacy laws
  •     occupational health and safety (OHS)
  •     organisational policies, plans and procedures
  •     workgroup member responsibilities and duties, and relationship to individual responsibilities and duties.

Range Statement

 Responsibilities and duties may include:    
  •     Code of Conduct
  •     job description and employment arrangements
  •     organisation's policy relevant to work role
  •     skills, training and competencies
  •     supervision and accountability requirements including OHS
  •     team structures

Workgroup members may include:    
  •     coach/mentor
  •     other members of the organisation
  •     peers/work colleagues/team/enterprise
  •     supervisor or manager

Feedback on performance may include:    
  •     formal/informal performance appraisals
  •     obtaining feedback from clients
  •     obtaining feedback from supervisors and colleagues
  •     personal, reflective behaviour strategies
  •     routine organisational methods for monitoring service delivery

Support to team members may include:    
  •     explaining/clarifying
  •     helping colleagues
  •     problem-solving
  •     providing encouragement
  •     providing feedback to a team member
  •     undertaking extra tasks if necessary

Information to be shared may include:    
  •     acknowledging satisfactory performance
  •     acknowledging unsatisfactory performance
  •     assisting a colleague
  •     clarifying the organisation's preferred task completion methods
  •     encouraging colleagues
  •     open communication channels
  •     workplace hazards, risks and controls

Strategies/opportunities for improvement may include:    
  •     career planning/development
  •     coaching, mentoring and/or supervision
  •     formal/informal learning programs
  •     internal/external training provision
  •     performance appraisals
  •     personal study
  •     recognition of current competence (RCC)/skills recognition/initial assessment
  •     work experience/exchange/opportunities
  •     workplace skills assessment

Evidence guide

 Critical aspects for assessment and evidence required to demonstrate competency in this unit    
Evidence of the following is essential:
  •     providing support to team members to ensure goals are met
  •     seeking feedback from clients and/or colleagues and taking appropriate action
  •     knowledge of appropriate conflict resolution techniques.

Context of and specific resources for assessment    
Assessment must ensure:
  •     access to an actual workplace or simulated environment
  •     access to office equipment and resources
  •     examples of customer complaints or staff conflict.

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
  •     analysis of responses to case studies and scenarios
  •     demonstration of techniques
  •     observation of demonstrated techniques in resolving conflict
  •     observation of presentations
  •     review of documentation identifying and planning strategies/opportunities for workgroup improvement.

Guidance information for assessment    
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
  •     interpersonal communication units
  •     other industry capability units.

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