Maintain effective workplace relationships

PRSSO306A

Maintain effective workplace relationships

Unit Descriptor

This competency standard covers the skills and knowledge required to develop and maintain effective workplace relationships and networks. It requires the ability to carry out a range of complex communication functions to enable the effective transfer of information, promote positive and supportive workplace relationships, and participate as a work group member to achieve work group goals. This work would be carried out under limited supervision within organisational guidelines.

ELEMENT	PERFORMANCE CRITERIA
1 . Communicate effectively in the workplace	Effective interpersonal techniques and established communication procedures are used to facilitate an accurate and relevant exchange of information Information and ideas are expressed in a clear and concise manner using language appropriate to audience needs Meetings and briefings are organised to increase the level of participation in work group and organisational processes Communication techniques are appropriate to work task requirements and are sensitive to individual social and cultural differences Contradictions, ambiguity, uncertainty or misunderstandings are promptly identified, mediated and clarified within the work group
2 . Maintain effective relationships	Organisational social, ethical and operational standards are observed and complied with to facilitate positive and effective relationships in the workplace Professional networks are used to build and develop relationships, maintain own skills base and knowledge and provide identifiable benefits for the organisation Trust and confidence of colleagues is gained and maintained through demonstration of competent work practices Appropriate support is provided to colleagues or sought as required to achieve identified work tasks, goals and objectives in accordance with organisational requirements Difficult situations are negotiated and resolved to achieve results acceptable to the participants in accordance with organisational policy and procedures
3 . Contribute to workplace activities	Constructive contributions to team goals and workplace activities are routinely made in accordance with own role and responsibilities Effective interaction with colleagues promotes a productive and harmonious work environment Own work practices are regularly reviewed to meet new developments and trends in the security industry in accordance with organisational policy and procedures Feedback is actively sought from appropriate person(s) to confirm quality of personal performance and identify areas for improvement Appropriate support is sought as required to assist and improve own performance to achieve personal and organisational goals and objectives

Key Competency	Examples of Application	Performance Level
How can information be collected, analysed and organised?	Established communication channels and procedures are used to facilitate an accurate and relevant exchange of information with colleagues.	1
How are ideas and information communicated within this competency?	Emerging trends and new developments in the security industry may be monitored, reviewed and adopted as appropriate to maintain effective work practices.	1
How are activities planned and organised?	Workplace meetings and briefings are organised on a regular basis to inform and encourage participative levels in work group and organisational processes.	1
How are problem solving skills applied?	Appropriate support may be provided to colleagues or sought as required to achieve identified work tasks, goals and objectives within designated timeframes.	2
How are mathematical ideas and techniques used?	Mathematical techniques may be used to measure, prioritise and schedule work tasks.	1
How is use of technology applied?	Workplace communication contradictions, ambiguity or misunderstandings are promptly identified, mediated and clarified within the work group.	1
How is team work used within this competency?	Technology may be used to communicate and manage scheduling and completion of tasks.	1

Range Statement

Interpersonal techniques may include:

verbal or non-verbal language
two-way interaction
constructive feedback
active listening
questioning to clarify and confirm understanding
interpreting non-verbal and verbal messages
observation techniques
use of positive, confident and co-operative language
control of tone of voice and body language
use of language and concepts appropriate to cultural differences
use of clear presentations of options and consequences
demonstrating flexibility and willingness to negotiate

Communication procedures may relate to:

organisational networks
organisational communication protocols
verbal communication (pro-words, phonetic alphabet, call signs, coded messages, use of abbreviations)

Meetings and briefings may be:

informal
formal
within standard work settings
a result of contingencies

Work groups may involve:

permanent and temporary staff and trainees
formal and informal arrangements of work teams
varying functions, size, structure, lines of responsibilities, and levels of supervision

Social and cultural differences may be expressed in:

language (verbal, non-verbal, English)
traditional practices and observations
beliefs, values, practices
food, diet
dress
religious and spiritual observances
social conventions
cultural stereotypes
conventions of gender / sexuality

Professional networks may relate to:

internal and external groups
peers
industry associations and organisations
internal teams and committees

Organisational requirements may relate to:

legal and organisational policy and procedures including personnel practices and guidelines
organisational goals, objectives, plans, systems and processes
employer and employee rights and responsibilities
business and performance plans
policies and procedures relating to own role, responsibility and delegation
quality and continuous improvement processes and standards
client service standards
defined resource parameters
Occupational Health and Safety policies, procedures and programs
emergency and evacuation procedures
duty of care, code of conduct, code of ethics
access and equity policy, principles and practice
records and information systems and processes
communication channels and reporting procedures

Interaction with colleagues may involve:

providing back-up support
explaining, clarifying
providing assistance to comply with OHS requirements
problem solving
providing encouragement
providing constructive feedback
undertaking extra tasks as required

Feedback may be sought from:

formal / informal performance appraisals
comments from supervisors and / or colleagues
personal, reflective behaviour strategies
workplace assessment

Appropriate person(s) may include:

supervisors
management
colleagues
human resource personnel

Goals and objectives may include:

reporting deadlines
budgetary targets
team participation
team and individual learning goals

Evidence Guide

What critical aspects are required for evidence of competency?

Communicate effectively on a one-to-one and group basis with colleagues, clients and supervisors and develop trust and confidence in workplace relationships
Identify own and colleagues roles and responsibilities and develop work plans to achieve personal and organisational deadlines and targets
Actively seek feedback from clients and colleagues to identify quality of work performance and integrate constructive advice into work routines
Effectively and efficiently identify and resolve problems and conflicts and seek or provide advice or assistance as required to meet work goals and objectives
Participate in internal and external networks to build and maintain effective workplace relationships

What specific knowledge is needed to achieve the performance criteria?

Knowledge and understanding are essential to apply this standard in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this competency standard are listed below:

Organisational goals, objectives and direction
Organisational procedures and guidelines appropriate to own and colleagues' roles, responsibilities and delegation
Conflict resolution and negotiation techniques
Different social and cultural practices and required observances
Relationship building techniques
Principles of effective communication
Effective interpersonal techniques
Routine problem solving strategies
Teamwork principles and strategies
Sources of information and information gathering techniques

What specific skills are needed to achieve the performance criteria?

To achieve the performance criteria, some specific skills are required. These include the ability to:

Interact and work constructively with colleagues to achieve required outcomes
Access and use workplace information appropriate to work responsibilities
Respond effectively to contingencies
Apply principles of good practice to own work
Develop trust and confidence with colleagues
Identify and relate appropriately to people from different cultural and social environments
Participate in and maintain professional networks
Identify and resolve problems
Use coaching and mentoring skills to provide support to colleagues
Present a professional image to colleagues
Apply active listening and questioning techniques
Estimate and calculate resource and equipment requirements

What resources may be required for assessment?

Access to a suitable venue and equipment
Access to plain English version of relevant statutes and procedures
Assignment instructions, work plans and schedules, policy documents and duty statements
Assessment instruments, including personal planner and assessment record book
Access to a registered provider of assessment services

What is required to achieve consistency of performance?

For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and observed by the assessor. The competency is to be demonstrated in a range of situations, which may include involvement in related activities normally experienced in the workplace.

Evidence of underpinning knowledge understanding of processes and principles can be gained through thorough questioning and by observation of previous work.

Assessment against this unit may involve the following:

Continuous assessment in a setting that simulates the conditions of performance described in the elements, performance criteria and Range Statement that make up the unit
Continuous assessment in the workplace, taking into account the Range Statement affecting performance
Self-assessment on the same terms as those described above
Simulated assessment or critical incident assessment, provided that the critical incident involves assessment against performance criteria and an evaluation of underpinning knowledge and skill required to achieve the required performance outcomes