DIMENSIONS OF A COMPETENCY GUIDE

UNIT:

Write unit code and unit title

ELEMENT: Write the element

WORK ACTIVITY:

Describe the scenario/context within which the work activity will be done
TASK SKILLS

TASK MANAGEMENT SKILLS

Candidate has to
Carry out safety procedures
Follow procedures/instruction as directed
Interpret activity/task
Select tools/equipment
Use tools/equipment
Carry out activity
Complete activity

Candidate prepares by
Applying relevant safety practices
Organize required resources
(documents/tools/equipment/materials)
Carrying out required housekeeping
Managing time for activity

CONTINGENCY MANAGEMENT SKILLS

JOB/ROLE ENVIRONMENT SKILLS

What if ?
Accounts for situations that are likely to
occur under real work conditions but are not
identified in the performance criteria

These are the responsibilities and attitudinal skills of the

candidate within a job. The candidate can:
Collect and organize information
Communicate ideas and information
Plan and organize activity
Work with others in a team
Use mathematical ideas and techniques
Solve problems
Use technology

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PDM_1_06/09

DIMENSIONS OF A COMPETENCY
EXAMPLE #1
UNIT:

BSBCOR0161 Handle Telephone Calls

ELEMENT: Receive telephone calls

WORK ACTIVITY:

You are a receptionist at NTA Recruitment Company, dealing with phone enquiries. You are expected to
display phone practices and procedures when receiving and transferring calls
TASK SKILLS

TASK MANAGEMENT SKILLS

Candidate has to
Carry out safety procedures relevant to handling
telephone calls
Answer telephone calls
Use various telephone features
Communicate with callers
Refer calls to required persons
Handle/deal with calls according to established
company procedures (timely/courteous)

Candidate prepares by
Applying relevant safety practices
Selecting/organizing relevant documents
(extension list/message pad/query forms etc)
Selecting required tools/equipment
(pens/pencils/functioning phone)
Carrying out required housekeeping
Managing time for responding calls

CONTINGENCY MANAGEMENT SKILLS

JOB/ ROLE ENVIRONMENT SKILLS

What if?
Arrogant customer call
Equipment is defective
There are multiple incoming calls
Questions cannot be answered

The candidate can

Collect and organize information when handling
phone calls (recording messages/transfer info to
persons/extensions)
Communicate effectively (using required
telephone etiquette/company telephone practices)
Plan and organize activity (task management
activities)
Work with others (interacting with supervisor and
clients)
Use mathematical ideas (managing time
of/between calls)
Solve problems (working effectively under
stressful situations and using feedback from
clients and colleagues)
Use technology (using features of the phone)
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PDM_1_06/09

EXERCISE 2A
Dimensions of a Competency
Using the Competency or Occupational standard, plan a work activity and identify the aspects of the activity
relating to the dimensions of competency (the work activity must be specifically stated).
WORK ACTIVITY

TASK SKILLS

TASK MANAGEMENT SKILLS

CONTINGENCY MANAGEMENT SKILLS

JOB/ ROLE ENVIRONMENT SKILLS

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PDM_1_06/09