Occupational Standard - SSC/N9002 | SSC

Occupational Standard - SSC/N9002

Occupational Standard - SSC/N9002
Code SSC/N9002
Version 0.1
Industry Sub-Sector IT-ITeS/Business Process Management
Title Work effectively with colleagues
Description This unit is about working effectively with colleagues, either in your own work group or in other work groups within your organization.
Scope

Scope

This unit/task covers the following:

Colleagues:

·     line manager

·     members of your own work group

·     people in other work groups in your organization

Communicate:

·     face-to-face

·     by telephone

·     in writing

Performance Criteria

Performance Criteria (PC) w.r.t. the Scope

 

To be competent, you  must be able to:

PC1.      communicate with colleagues clearly, concisely and accurately

PC2.      work with colleagues to integrate your work effectively with theirs

PC3.      pass on essential information to colleagues in line with organizational requirements

PC4.      work in ways that show respect for colleagues

PC5.      carry out commitments you have made to colleagues

PC6.      letcolleagues know in good time if you cannot carry out your commitments,explaining the reasons

PC7.      identify any problems you have working with colleagues and take the initiative to solve these problems

PC8.      follow the organization’s policies and procedures for working with colleagues

Knowledge

Knowledge and Understanding (K)

A.      Organizational

Context (Knowledge of the company/  organization and  its processes)

You need to know and understand:

KA1.       your organization’s policies and procedures for working with colleagues and your role and responsibilities in relation to this

KA2.       the importance of effective communication and establishing good working relationships with colleagues

KA3.       different methods of communication and the circumstances in which it is appropriate to use these

KA4.       benefits of developing productive working relationships with colleagues

KA5.       the importance of creating an environment of trust and mutual respect in an environment where you have no authority over those you are working with

KA6.       where you do not meet your commitments, the implications this will have on individuals and the organization

B. Technical  

     Knowledge

You need to know and understand:

KB1.        different types of information that colleagues might need and the importance of providing this information when it is required

KB2.        the importance of understanding problems from your colleague’s perspective and how to provide support, where necessary, to resolve these

Skills

Skills (S)

A.      Core Skills/ Generic Skills

 Writing Skills

You need to know and understand how to:

SA1.       complete accurate, well written work with attention to detail

SA2.       communicate effectively with colleagues in writing

Reading Skills

You need to know and understand how to:

SA3.       read instructions, guidelines, procedures, rules and service level agreements

Oral Communication (Listening and Speaking skills)

You need to know and understand how to:

SA4.       listen effectively and orally communicate information accurately

SA5.       ask for clarification and advice from line managers

B.      Professional Skills

 

 

Decision Making 

You need to know and understand how to:

SB1.       make decisions on suitable courses of action

Plan and Organize

You need to know and understand how to:

SB2.       plan and organize your work to achieve targets and deadlines

CustomerCentricity

You need to know and understand how to:

SB3.       check your own work meets customer requirements

SB4.       deliver consistent and reliable service to customers

Problem Solving

You need to know and understand how to:

SB5.        apply problem solving approaches in different situations

Critical Thinking

You need to know and understand how to:

SB6.       apply balanced judgments to different situations

Attention to Detail

You need to know and understand how to:

SB7.       check your work is complete and free from errors

SB8.       get your work checked by peers

Team Working

You need to know and understand how to:

SB9.       work effectively in a team environment

SB10.    work effectively with colleagues and other teams

SB11.    treat other cultures with respect

C.      Technical Skills

You need to know and understand how to:

SC1.  identify and refer anomalies

SC2.  help reach agreements with colleagues

SC3.  keep up to date with changes, procedures and practices in your role

Attachment os_attachments/SSC_N9002_V0.1.pdf
Last Review On May 18, 2015, 11:42 a.m.
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