BSBWOR203Work effectively with othersLearner GuideP a g e | 1VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Table of ContentsUnit of Competency ………………………………………………………………………………………………………….. 5Application …………………………………………………………………………………………………………………………. 5Unit Sector …………………………………………………………………………………………………………………………. 5Performance Criteria……………………………………………………………………………………………………………. 6Foundation Skills …………………………………………………………………………………………………………………. 7Assessment requirements ……………………………………………………………………………………………………. 81. Develop effective workplace relationships ……………………………………………………………………….. 101.1 – Identify own responsibilities and duties in relation to workgroup members and undertakeactivities in a manner that promotes cooperation and good relationships …………………………………… 11Responsibilities and duties …………………………………………………………………………………………………. 11Code of Conduct………………………………………………………………………………………………………………… 11Job description and employment arrangements……………………………………………………………………. 12Organisation’s policy relevant to work role…………………………………………………………………………… 13Skills, training, and competencies………………………………………………………………………………………… 13Supervision and accountability requirements ……………………………………………………………………….. 14Environmentally sustainable working practices …………………………………………………………………….. 15Team structures ………………………………………………………………………………………………………………… 15Activity 1A ………………………………………………………………………………………………………………………… 171.2 – Take time and resource constraints into account in fulfilling work requirements of self andothers………………………………………………………………………………………………………………………………….. 18Project management………………………………………………………………………………………………………….. 18Time constraints………………………………………………………………………………………………………………… 18Resource constraints………………………………………………………………………………………………………….. 19Activity 1B ………………………………………………………………………………………………………………………… 201.3 – Encourage, acknowledge and act on constructive feedback provided by others in the workgroup…………………………………………………………………………………………………………………………………………… 21Constructive feedback ……………………………………………………………………………………………………….. 21Formal/informal performance appraisals……………………………………………………………………………… 22Obtaining feedback from clients………………………………………………………………………………………….. 22Obtaining feedback from supervisors and colleagues…………………………………………………………….. 22Personal, reflective behaviour strategies ……………………………………………………………………………… 23Routine organisational methods for monitoring service delivery …………………………………………….. 23P a g e | 2VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 1C ………………………………………………………………………………………………………………………… 242. Contribute to workgroup activities …………………………………………………………………………………. 252.1 – Provide support to team members to ensure workgroup goals are met ………………………………. 26Providing support………………………………………………………………………………………………………………. 26Explaining/clarifying…………………………………………………………………………………………………………… 27Helping colleagues …………………………………………………………………………………………………………….. 27Problem-solving ………………………………………………………………………………………………………………… 27Providing encouragement…………………………………………………………………………………………………… 28Providing feedback to a team member ………………………………………………………………………………… 28Undertaking extra tasks if necessary ……………………………………………………………………………………. 28Activity 2A ………………………………………………………………………………………………………………………… 292.2 – Contribute constructively to workgroup goals and tasks according to organisationalrequirements ……………………………………………………………………………………………………………………….. 30Contribute to workgroup ……………………………………………………………………………………………………. 30Organisational requirements ………………………………………………………………………………………………. 31Teamwork ………………………………………………………………………………………………………………………… 31Activity 2B ………………………………………………………………………………………………………………………… 322.3 – Share information relevant to work with workgroup to ensure designated goals are met……… 33Sharing relevant information………………………………………………………………………………………………. 33Documentation requirements …………………………………………………………………………………………….. 34Collaboration in the workplace……………………………………………………………………………………………. 34Activity 2C ………………………………………………………………………………………………………………………… 352.4 – Identify and plan strategies/opportunities for improvement of workgroup in liaison withworkgroup……………………………………………………………………………………………………………………………. 36Strategies and opportunities for improvement……………………………………………………………………… 36Career planning/development…………………………………………………………………………………………….. 36Coaching, mentoring and/or supervision ……………………………………………………………………………… 37Formal/informal learning programs …………………………………………………………………………………….. 37Internal/external training provision……………………………………………………………………………………… 38Performance appraisals ……………………………………………………………………………………………………… 38Personal study…………………………………………………………………………………………………………………… 38Recognition of current competence (RCC)/skills ……………………………………………………………………. 38Activity 2D ………………………………………………………………………………………………………………………… 393. Deal effectively with issues, problems and conflict…………………………………………………………….. 40P a g e | 3VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20193.1 – Respect differences in personal values and beliefs and their importance in the development ofrelationships…………………………………………………………………………………………………………………………. 41Personal values and beliefs…………………………………………………………………………………………………. 41The development of relationships ……………………………………………………………………………………….. 42Anti-discrimination legislation …………………………………………………………………………………………….. 43Activity 3A ………………………………………………………………………………………………………………………… 443.2 – Identify any linguistic and cultural differences in communication styles and respondappropriately………………………………………………………………………………………………………………………… 45Cultural differences in communication styles………………………………………………………………………… 45Non-verbal communication ………………………………………………………………………………………………… 45Activity 3B ………………………………………………………………………………………………………………………… 473.3 – Identify issues, problems and conflict encountered in the workplace ………………………………….. 48Issues and problems in the workplace………………………………………………………………………………….. 48Workplace stress……………………………………………………………………………………………………………….. 48Workplace bullying ……………………………………………………………………………………………………………. 49Workplace violence……………………………………………………………………………………………………………. 49Safety issues in the workplace…………………………………………………………………………………………….. 50Discrimination in the workplace ………………………………………………………………………………………….. 50Conflict within the workplace ……………………………………………………………………………………………… 51Responsibility ……………………………………………………………………………………………………………………. 51Leadership………………………………………………………………………………………………………………………… 51Background ………………………………………………………………………………………………………………………. 51Style…………………………………………………………………………………………………………………………………. 51Personality ……………………………………………………………………………………………………………………….. 51The effects of conflict in the workplace………………………………………………………………………………… 52Activity 3C ………………………………………………………………………………………………………………………… 533.4 – Seek assistance from workgroup members when issues, problems and conflict arise and suggestpossible ways of dealing with them as appropriate or refer them to the appropriate person…………. 54Dealing with issues and problems within the workplace ………………………………………………………… 54Conflict resolution techniques …………………………………………………………………………………………….. 54Setting the scene……………………………………………………………………………………………………………….. 55Gathering information ……………………………………………………………………………………………………….. 55Agreeing the problem ………………………………………………………………………………………………………… 55Discussing possible solutions ………………………………………………………………………………………………. 55Negotiating a solution………………………………………………………………………………………………………… 56P a g e | 4VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 3D ………………………………………………………………………………………………………………………… 57Summative Assessments………………………………………………………………………………………………………… 58P a g e | 5VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Unit of CompetencyApplicationThis unit describes the skills and knowledge required to work cooperatively with others and dealeffectively with issues, problems and conflict.It applies to individuals who perform a range of routine tasks using a limited range of practical skills, anda fundamental knowledge of teamwork in a defined context under direct supervision or with limitedindividual responsibility.No licensing, legislative, regulatory or certification requirements apply to this unit at the time ofpublication.Unit SectorIndustry Capability – Workplace EffectivenessP a g e | 6VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Performance Criteria ElementElements describe theessential outcomes.Performance CriteriaPerformance criteria describe the performance needed todemonstrate achievement of the element.1. Develop effectiveworkplacerelationships1.1 Identify own responsibilities and duties in relation toworkgroup members and undertake activities in a mannerthat promotes cooperation and good relationships1.2 Take time and resource constraints into account in fulfillingwork requirements of self and others1.3 Encourage, acknowledge and act on constructive feedbackprovided by others in the workgroup2. Contribute toworkgroup activities2.1 Provide support to team members to ensure workgroupgoals are met2.2 Contribute constructively to workgroup goals and tasksaccording to organisational requirements2.3 Share information relevant to work with workgroup toensure designated goals are met2.4 Identify and plan strategies/opportunities for improvementof workgroup in liaison with workgroup3. Deal effectively withissues, problems andconflict3.1 Respect differences in personal values and beliefs and theirimportance in the development of relationships3.2 Identify any linguistic and cultural differences incommunication styles and respond appropriately3.3 Identify issues, problems and conflict encountered in theworkplace3.4 Seek assistance from workgroup members when issues,problems and conflict arise and suggest possible ways ofdealing with them as appropriate or refer them to theappropriate person P a g e | 7VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Foundation SkillsThis section describes language, literacy, numeracy and employment skills incorporated in theperformance criteria that are required for competent performance.Reading➢ Identifies and interprets information to determine task requirements.Writing➢ Completes required documentation using organisational formats➢ Composes simple documents for others to read.Oral Communication➢ Presents information and seeks advice using language and features appropriate to audience➢ Participates in discussions using listening and questioning to elicit views of others and to clarifyor confirm understanding.Numeracy➢ Interprets information related to timeframes and resource quantities.Navigate the world of work➢ Understands responsibilities of own role and follows explicit and implicit organisationalprotocols and procedures.Interact with others➢ Selects and uses appropriate communication practices when seeking or sharing information➢ Establishes and builds rapport and relationships with others to foster a culture of respect andcooperation in communications.Get the work done➢ Plans and organises work commitments to ensure deadlines and objectives are met➢ Uses formal analytical thinking techniques to recognise and respond to routine problems.P a g e | 8VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Assessment requirementsPerformance evidenceEvidence of the ability to:➢ Identify own responsibilities in relation to the team and the organisation’s requirements➢ Work effectively in a workgroup including:o supporting team memberso using culturally appropriate communication skillso acting on constructive feedbacko cooperating and contributing to team goalso identifying improvement opportunities➢ Identify problems and conflicts and address them appropriately.Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.Knowledge EvidenceTo complete the unit requirements safely and effectively, the individual must:➢ Outline the organisational standards, policies and procedures that relate to own work role➢ Outline team responsibilities and duties and their relationship to individual responsibilities andduties.➢ Summarise conflict resolution techniques.P a g e | 9VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Assessment conditionsAssessment must be conducted in a safe environment where evidence gathered demonstratesconsistent performance of typical activities experienced in the industry capability – workplaceeffectiveness field of work and include access to:➢ Office equipment and resources➢ Workplace documentation➢ Case studies and, where possible, real situations➢ Interaction with others.Assessors must satisfy NVR/AQTF assessor requirements.LinksCompanion Volume implementation guides are found in VETNet –https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10P a g e | 10VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20191. Develop effective workplace relationships 1.1.Identify own responsibilities and duties in relation to workgroup members and undertakeactivities in a manner that promotes cooperation and good relationships 1.2.Take time and resource constraints into account in fulfilling work requirements of self andothers 1.3. Encourage, acknowledge and act on constructive feedback provided by others in the workgroupP a g e | 11VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20191.1 – Identify own responsibilities and duties in relation to workgroup membersand undertake activities in a manner that promotes cooperation and goodrelationshipsBy the end of this chapter, the learner should be able to:➢ Identify two responsibilities or duties that a person should have to make the proposedsystem work effectively➢ Explain why good cooperation and teamwork with staff is essential to making a givensystem work.Responsibilities and dutiesEmployees must identify, understand and live up to their responsibilities and duties in order for aworkplace to function effectively.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 WHS➢ Environmentally sustainable working practices➢ Team structures.Code of ConductA code of conduct is a communication tool, outlining the responsibilities of an individual employee andthe organisation as a whole. It is often found in the employee handbook, and it defines what theorganisation considers to be acceptable behaviour. It also provides a framework for ethical decisionmaking. A code of conduct does not need to be complicated; it should simply inform the employee oforganisational expectations. The code of conduct will act as a protection for the organisation in theevent that an employee’s contract has to be terminated.A workplace code of conduct should:➢ Be clear➢ Promote business values➢ Be specific➢ Be flexible➢ Take individual circumstances into account.P a g e | 12VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Codes of conduct will differ between organisations. However, they will all contain behaviour guidelinesthat are consistent with organisational policies and values.Job description and employment arrangementsA job description is a written statement of a particular job that helps employees to understand theirrole. It is usually based on the findings of a job analysis and can be used when measuring the worker’sperformance.A job description may include:➢ Job title➢ Responsibilities/duties➢ Reporting requirements➢ Working conditions➢ Required qualifications➢ Desired skills➢ Information regarding wages.Employment arrangements are a formal agreement regarding working hours that suit the organisation’sneeds. There are many different types of employment arrangements.Employment arrangements may include:➢ Full time➢ Part-time➢ Casual➢ Fixed term➢ Commission.Flexible employment arrangements are essential in achievingeconomic growth.P a g e | 13VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Organisation’s policy relevant to work rolePolicies within an organisation are written statements that outline plans based on the values of theorganisation.Examples of policies include:➢ Confidentiality➢ Health and safety➢ Access and equity➢ Code of conduct➢ Risk management➢ Human resources.Relevant organisational policies should be always considered and reflected in your workplace activities.Skills, training, and competenciesWorker skills are essential for the achievement of qualifications and experience. They can also increasethe chances of successful development in the workplace.Skills should allow an employee to:➢ Get along with their colleagues➢ Develop respect➢ Solve problems➢ Make critical decisions➢ Become a strong part of an organisation.Examples of skills include:➢ Interpersonal skills➢ Technology skills➢ Communication skills➢ Presentation skills➢ Numeracy skills➢ Leadership skills➢ Critical thinking skills.Employee training is essential for the success of an organisation. It provides an opportunity forexpansion of the employee’s knowledge.P a g e | 14VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Training is important because:➢ It provides an opportunity for education about the effective use of technology➢ A consistency of employee knowledge can be developed➢ Skills can be improved➢ Qualifications can be obtained➢ Productivity and profitability can be improved➢ Health and safety can be promoted➢ Opportunities for career development can be created➢ It is part of laws and regulations.Workplace competencies should be used in order to define and measure the effectiveness of particularemployees. A workplace competency describes the required characteristics, behaviours, attributes, orskills for success in a specific job role. They provide employees with clear guidance regardingperformance expectations. They also highlight behaviours that are valued by organisations. There arelots of different competencies within the workplace. It is essential to know which ones are relevant toyour specific job role and your organisation.Workplace competencies may include:➢ Mindfulness➢ Proactivity➢ Self-responsibility➢ Communication➢ Productivity.Supervision and accountability requirementsSupervision is essential for an organisation to reach its full potential. It includes the coaching, trainingand development of employees.Supervisors’ responsibilities include managing:➢ The work➢ The system➢ Self➢ Others.A good supervisor should display leadership qualities and provide employees with professionaldirection. It is the employee’s responsibility to ensure their actions fulfil the supervisor’s expectations.P a g e | 15VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Accountability in the workplace is concerned with employee responsibilities.For example:➢ Being present for their shifts and completingassigned tasks➢ Ensuring health and safety of self and others➢ Fulfilling the organisation’s goals➢ Performing the required duties.The employee should accept responsibility for the completionof tasks and functions. They should be prepared to face theconsequences of poor performance.Environmentally sustainable working practicesAll organisations should recognise the importance of working in environmentally responsible ways. It isan employee’s responsibility to follow environmentally friendly practices and minimise their impact onthe environment. Environmentally sustainable work practices reduce harm to the environment andensure that resources aren’t unnecessarily wasted.Environmentally sustainable work practices may include:➢ Reducing waste➢ Re-using materials when possible➢ Recycling relevant materials➢ Disposing of waste responsibly➢ Minimising energy waste➢ Avoiding air or water pollution.Team structuresTeam structures relate to the composition of organisational work groups. A good team structure shouldpromote teamwork and have a clear leader. Each team member should commit to their specific role inorder to maintain effective teamwork. It is an employee’s responsibility to identify, understand, anddemonstrate their roles.The employee responsibilities and duties outlined above should be considered in relation to theperformance of workgroup members.P a g e | 16VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Workgroup members may include:➢ Coach/mentor➢ Other members of the organisation➢ Peers/work colleagues/team/enterprise➢ Supervisor or manager.Work activities should be undertaken in ways which promotecooperation and good relationships.Ways to do this include:➢ Showing respect and encouraging others➢ Working together with others and listening carefully➢ Adapting what you say to a specific situation.P a g e | 17VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 1AP a g e | 18VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20191.2 – Take time and resource constraints into account in fulfilling workrequirements of self and othersBy the end of this chapter, the learner should be able to:➢ Describe three potential problems with a given strategy, taking into account time andresource constraints.Project managementA project is a network of tasks for the creation or modification of a product or service within a limitedduration. Resources should be allocated for suitable project time and budgeting, accounting for anyconstraints. It is likely that the organisation’s options will be limited by such constraints. However,project management should allow for the planning, organisation, and control of resources, proceduresand protocols. This will increase the chance of realising organisational goals. The greatest challenge ofproject management is honouring the constraints and achieving project goals and objectives.There are two main types of constraints:➢ Time constraints➢ Resource constraints.Time constraintsTime constraints relate to the timeframes and deadlines set for the completion of organisational tasks.Sequences of tasks often have to be completed on schedule in order to avoid delaying the entireproject. A budget increase may be necessary for the allocation of resources and achievement of setdeadlines.Delays could be prevented by:➢ Allocating additional human resources➢ Offering workers overtime➢ Hiring temporary staff from an agency.Time management is an effective way of avoiding issues associated with the scheduled completion ofprojects.Effective ways to manage time include:➢ Prioritisation of tasks➢ Discipline➢ Organisation➢ Schedule development➢ Effective planning and commitmentP a g e | 19VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019➢ Allocation of time for meetings.Resource constraintsResource constraints are the physical limits that apply to organisations. They include elements that canbe easily controlled.These include:➢ Human resources➢ Raw materials➢ Equipment➢ Stock and supplies➢ Software.A change of resources may be necessary in order to ensure completion of a project in accordance withthe budget and deadline. However, budget restrictions may prevent successful completion and result inpostponement. Resource management requires the planning, allocation and scheduling of resources forspecific tasks. Such resources include manpower, money, machines, and materials. Management shouldensure that they have the precise amount of resources and that workers are allocated suitable tasks.The forecasting of resource demands should ensure that projects can be successfully completed.Resource levelling is likely to have a positive effect and minimise the chance of excess or resourceshortages. Organisations should prepare for the worst.Examples of resource management include:➢ Timesheet software➢ Employee time tracking software➢ Time and expenses tracking➢ Resource Management Planning (RMP)➢ Critical Chain Project Management (CCPM).The benefits of managing, understanding, and balancing time and resource constraints may include:➢ Improvement in cost-effectiveness➢ Assistance in the effective management of projects➢ Assistance with regards to operational efficiency➢ Development of innovative, resourceful and, creative management➢ Effective scheduling of resources.Time and resource constraints should be taken into account when attempting to fulfil workrequirements.P a g e | 20VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 1BP a g e | 21VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20191.3 – Encourage, acknowledge and act on constructive feedback provided byothers in the workgroupBy the end of this chapter, the learner should be able to:➢ Identify how to acknowledge feedback➢ Explain an action which could be taken in response to feedback given.Constructive feedbackYou should encourage, acknowledge, and act on constructive feedback provided by others in theworkgroup. Such feedback should be based on observations and be specific to the issues that you haveto deal with in the workplace. It should be constructive and information-specific. You will be expectedto show appreciation when positive feedback is given. However, negative feedback should be given withconcern and care. Feedback is essential for the management of performance within your organisation. Itis a useful means of indicating when work is progressing well. However, it can also help in theidentification and resolution of problems.Feedback should be:➢ Straightforward➢ Sincere➢ Encouraging➢ Supportive➢ Useful➢ Meaningful➢ Respectful➢ Informal➢ Verbal.Feedback may include:➢ Formal/informal performance appraisals➢ Comments made by clients➢ Appraisals given by supervisors and colleagues➢ Personal and reflective behaviour strategies➢ Routine organisational methods for monitoring service delivery.P a g e | 22VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Formal/informal performance appraisalsThe performance appraisal is a process involving the examination and evaluation of professionalbehaviour. It should be based upon established standards and carried out by a manager or supervisor.The results of the comparison will be documented and used in the provision of feedback. It shouldspecify areas of improvement. This is an important part of career development. Performance appraisalshelp to justify termination decisions and decisions to increase pay and bonuses. They can be eitherformal or informal.Performance appraisals can help to determine:➢ Which employees need training➢ What training is needed➢ Who will be fired➢ Who will be promoted➢ Who will be demoted.Obtaining feedback from clientsIt is important for organisations to obtain client feedback. Clients have different perspectives andexperienced which can be referred to as a means of identifying necessary areas of organisationaldevelopment. Feedback can also be used as a measurement of clientsatisfaction.Ways to obtain feedback from clients include:➢ Feedback forms➢ Surveys➢ Emails➢ Usability tests➢ Interviews➢ Social media.Obtaining feedback from supervisors and colleaguesYou should seek the feedback of a trusted and respected colleague or supervisor. They should also haverespect for you. A structured approach should be used in order to obtain helpful, useful and valuablefeedback. It is important to pose specific and open-ended questions.Don’t ask:➢ Can you give me your feedback on this, please?➢ What do you think?P a g e | 23VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Personal, reflective behaviour strategiesPersonal reflective behaviour strategies can be used as a means of reflecting on your performance. Youshould aim to learn from experience.In this process:➢ Think about what you did.➢ What happened?➢ What you would do differently next time?Routine organisational methods for monitoring service deliveryService delivery is concerned with how organisations interact with their clients. Good service deliveryprovides client with increased value. The method of monitoring service delivery will depend on thenature of the organisation.Guidelines for constructive feedback include:➢ Timing➢ Frequency➢ Manner➢ Content.When receiving constructive feedback, an employee should:➢ Listen carefully➢ Reflect on what is said➢ Ask for clarification➢ Not be defensive or argue.Constructive feedback can help you to:➢ Work efficiently➢ Improve weaknesses➢ Develop good relationships➢ Accomplish goals.P a g e | 24VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 1CP a g e | 25VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20192. Contribute to workgroup activities2.1. Provide support to team members to ensure workgroup goals are met 2.2.Contribute constructively to workgroup goals and tasks according to organisationalrequirements 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 withworkgroup P a g e | 26VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20192.1 – Provide support to team members to ensure workgroup goals are metBy the end of this chapter, the learner should be able to:➢ Describe three ways to support the delivery of a given strategy.Providing supportA good team member:➢ Listens➢ Communicates➢ Is reliable and flexible➢ Shares knowledge and experience➢ Cooperates➢ Commits to the team➢ Solves problems➢ Helps others➢ Is respectful➢ Offers support.It is essential to provide support to team members to ensure all workgroup goals are met.Support for team members may include:➢ Explaining/clarifying➢ Helping colleagues➢ Problem-solving➢ Providing encouragement➢ Providing feedback to a team member➢ Undertaking extra tasks if necessary.P a g e | 27VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Explaining/clarifyingIt might be necessary to explain or clarify important organisational requirements.Examples include:➢ Policies➢ Procedures➢ Instructions➢ Preferred method to complete tasks➢ Workplace hazards risks➢ Workplace controls.Clarification and explanations regarding these organisational aspects will be necessary for teammembers to establish an understanding of organisational expectations. It should be possible to avoidconfusion and misunderstanding.Helping colleaguesIt might be necessary to assist team members in the completion of tasks for the achievement of teamgoals and deadlines. This will be the case whenever your own work tasks have already been completed.Problem-solvingYou should help your colleagues to solve problems. Strong teamwork will be necessary for the effectiveresolution of problems. An efficient team will be able toattend to more issues than an inefficient one.Effective problem solving involves:➢ Identifying the issues➢ Understanding each team members’interests➢ Creating a list of possible solutions➢ Evaluating the possible solutions➢ Deciding on the most appropriate solutions.P a g e | 28VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Providing encouragementYou should display a positive attitude when working as part of a team and offer encouragement whennecessary.Ways to encourage others include:➢ Saying ‘well done’➢ Showing genuine interest➢ Saying ‘thank you’➢ Acknowledging what is important to others➢ Offering to help➢ Asking for advice➢ Responding unexpectedly.Providing feedback to a team memberAs discussed in the previous chapter, feedback is an essential part of teamwork. Feedback will allow forthe acknowledgement of satisfactory and unsatisfactory performance.Feedback can help a team to:➢ Work efficiently➢ Improve weaknesses➢ Develop good relationships➢ Accomplish goals.Undertaking extra tasks if necessaryIt will be necessary to complete extra tasks if your colleagues aren’t working at the same rate as you.This should ensure that the entire team completes tasks in accordance with established aims and goals.The provision of feedback should ensure that:➢ The workgroup goals are met➢ Products or services are promoted➢ Positive workplace relationships are developed➢ Customer service is improved➢ Professionalism is maintained.P a g e | 29VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 2019Activity 2AP a g e | 30VCID. ACOT Training and Assessment/BSBWOR203/Learner Guide/V1.2/July 20192.2 – Contribute constructively to workgroup goals and tasks according toorganisational requirementsBy the end of this chapter, the learner should be able to:➢ Identify three skills needed to learn how to contribute
