BSBFLM303 – Contribute to Effective Workplace Relationships

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.

Unit Sector:

Management and Leadership – Frontline Management

Elements and Performance Criteria:

ELEMENTS	PERFORMANCE CRITERIA
Elements describe the essential outcomes	Performance criteria describe the performance needed to demonstrate achievement of the element.
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

Assessment Requirements

Modification History:

RELEASE	COMMENTS
Release 1	This version first released with BSB Business Services Training Package Version 1.0.

Performance Evidence:

Evidence of the ability to:

access and analyse information to achieve planned outcomes
apply techniques for resolving problems and conflicts and dealing with poor performance within organisational and legislative requirements
review and improve workplace outcomes in consultation with relevant personnel
adjust interpersonal style and communications to respond to cultural and social diversity
apply relationship management and communication skills with a range of people that:
- demonstrate integrity, respect, empathy and cultural sensitivity and promote trust
- forge effective relationships with internal and/or external people and help to maintain these networks
- encourage participation and foster contribution of and respect for ideas and feedback
- provide support to colleagues to resolve difficulties.
communicate ideas and information to diverse audiences
develop networks and build team relationships.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

Knowledge Evidence:

To complete the unit requirements safely and effectively, the individual must:

give examples of how work relationships and the cultural and social environment can support or hinder achieving planned outcomes
explain techniques for developing positive work relationships and building trust and confidence in a team
identify relevant legislation from all levels of government that affects business operation
describe a range of methods and techniques for communicating information and ideas to a range of stakeholders
outline problems solving methods
explain methods to resolve workplace conflict
explain methods to manage poor work performance
explain how to monitor, analyse and introduce ways to improve work relationships.

Assessment Conditions:

Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the management field of work and include access to:

relevant legislation and regulations
relevant workplace documentation and resources
case studies and, where possible, real situations
interaction with others.

Assessors must satisfy NVR/AQTF assessor requirements.

To see more details on this study unit BSBFLM303 – Contribute to Effective Workplace Relationships click here to view the full details here on training.gov

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