Develop productive working relationships with colleagues and ...

Develop
productive working
relationships with
colleagues and
stakeholders
UF30745
A/502/9287
Learner name:
Learner number:

Statement of unit achievement
VTCT is the specialist awarding body for the Hairdressing, Beauty Therapy,
Complementary Therapy and Sport and Active Leisure sectors, with over 45
years of experience.
VTCT is an awarding body regulated by national organisations including
Ofqual, SQA, DCELLS and CCEA.
VTCT is a registered charity investing in education and skills but also giving to
good causes in the area of facial disfigurement.
By signing this statement of unit achievement you are confirming that all learning outcomes, assessment
criteria and range statements have been achieved under specified conditions and that the evidence
gathered is authentic.
This statement of unit achievement table must be completed prior to claiming certification.
Unit code Date achieved Learner signature
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initials
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(if sampled)
All assessors using this Record of Assessment book must complete this table. This is required for
verification purposes.
Assessor number
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UF30745
Develop productive working
relationships with colleagues and
stakeholders
The aim of this unit is to develop the knowledge,
understanding and practical skills required to establish
good working relationships, resolve conflicts, and monitor
and review the relationship you have with colleagues and
stakeholders.
UF30745_v6

NOS
A324
Level
Credit value
GLH
3
4
22
Observation(s)
2
External paper(s)
0

Develop productive working
relationships with colleagues and
stakeholders
Learning outcomes Evidence requirements
On completion of this unit you will:
1. Be able to establish working relationships
with colleagues and stakeholders
2. Be able to work with colleagues and
stakeholders
3. Be able to review relationships with
colleagues and stakeholders
4. Understand the benefits of productive
working relationships with colleagues and
stakeholders
5. Understand the organisational context for
working relationships
6. Understand how to identify key stakeholders
7. Understand conflict resolution in relation to
colleagues and stakeholders
8. Understand how to work with colleagues
and stakeholders
9. Understand how to monitor and review
relationships with colleagues and
stakeholders
1. Evidence of real work activity
You must produce evidence to meet all
‘Observation’ outcomes and assessment
criteria through your own work.
2. Simulation
Simulation is not allowed in this unit.
3. Observation outcomes
Competent performance of ‘Observation’
outcomes must be demonstrated on at least
two occasions. Assessor observations,
witness testimony and products of work are
likely to be the most appropriate sources of
performance evidence. These observations
should not be carried out on the same day.
There should be sufficient time between
assessments. Separating the assessment
occasions by a period of at least one month
is recommended.
4. Knowledge outcomes
There must be evidence that you possess
all the knowledge and understanding listed
in the ‘Knowledge’ section of this unit.
In most cases this can be done by your
assessor questioning you orally. However,
other techniques such as projects,
assignments and/or reflective accounts may
also be appropriate.
5. Tutor/Assessor guidance
You will be guided by your tutor/assessor
on how to achieve learning outcomes in this
unit. All outcomes must be achieved.
6. External paper
There is no external paper requirement for
this unit.
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3

4
Achieving observations
and range
Achieving observation outcomes
Your assessor will observe your performance
of practical tasks. The minimum number
of observations required is indicated in the
evidence requirements section of this unit.
Criteria may not always naturally occur during
a practical observation. In such instances you
may be required to produce supplementary
evidence, for example, questioning, projects or
assignments may be used to demonstrate your
competence in this area. Your assessor will
document the criteria that have been achieved
by supplementary evidence. Questioning to
gather supplementary evidence can normally
be carried out orally. However, oral questioning
must be recorded by the assessor, in written
form or by other appropriate means.
Your assessor will sign off an outcome when all
criteria have been competently achieved.
Achieving range
There are no range statements that apply to this
unit.
UF30745
Guidance for tutors and assessors
Tutors and assessors must refer to the
following documents for guidance on
assessment prior to delivering this unit. *These
SkillsActive documents can be downloaded at
www.SkillsActive.com:
• QCF Evidence Requirements and
Assessment Guidance
• Assessment Strategy for NVQs and
SVQs
• Additional Requirements for
Qualifications that use the title NVQ
within the QCF
*Learning outcomes and assessment criteria in
these documents may be numbered differently
to VTCT ROA books.

Outcome 1
Observations
Be able to establish working relationships with colleagues and
stakeholders
You can:
a. Evaluate the background to, and nature of,
key stakeholders’ interest in the activities
and performance of the organisation
b. Establish working relationships with
relevant colleagues and stakeholders
c. Identify key stakeholders for own area of
responsibility
*May be assessed by supplementary evidence.
Observation 1 2 Optional
Criteria questioned orally
Date achieved
Portfolio reference
Learner signature
Assessor initials
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6
Outcome 2
Be able to work with colleagues and stakeholders
You can:
a. Respect the roles, responsibilities,
interests and concerns of colleagues and
stakeholders when undertaking own work
b. Provide colleagues and stakeholders with
appropriate information to enable them to
perform effectively
c. Consult colleagues and stakeholders in
relation to key decisions and activities
d. Take account of colleagues’ and
stakeholders’ views, including their
priorities, expectations and attitudes to
potential risks
e. Fulfil agreements made with colleagues and
stakeholders, while keeping them informed
of progress
f. Advise colleagues and stakeholders
promptly of any difficulties or where it will be
impossible to fulfil agreements
g. Resolve conflicts of interest and
disagreements with colleagues and
stakeholders in ways that minimise damage
to work and activities and to the individuals
and organisations involved
*May be assessed by supplementary evidence.
Observation 1 2 Optional
Criteria questioned orally
Date achieved
Portfolio reference
Learner signature
Assessor initials
UF30745

Outcome 3
Be able to review relationships with colleagues and
stakeholders
You can:
a. Monitor the effectiveness of working
relationships with colleagues and
stakeholders
b. Review working relationships with
colleagues and stakeholders, seeking and
providing feedback, in order to identify
areas for improvement
c. Monitor wider developments in order to
identify issues of potential interest or
concern to stakeholders in the future, and to
identify new stakeholders
*May be assessed by supplementary evidence.
Observation 1 2 Optional
Criteria questioned orally
Date achieved
Portfolio reference
Learner signature
Assessor initials
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8
Developing knowledge
Achieving knowledge outcomes
You will be guided by your tutor and assessor
on the evidence that needs to be produced.
Your knowledge and understanding will be
assessed using the assessment methods listed
below:
• Observed work
• Witness statements
• Audio-visual media
• Evidence of prior learning or attainment
• Written questions
• Oral questions
• Assignments
• Case studies
UF30745
Where possible your assessor will integrate
knowledge outcomes into practical observations
through oral questioning. Oral questioning must
be recorded by your assessor, in written form or
by other appropriate means.
Some knowledge and understanding outcomes
may require you to show that you know and
understand how to do something. If you have
practical evidence from your own work, then
there is no requirement for you to be questioned
again on the same topic.

Knowledge
Outcome 4
Understand the benefits of productive working relationships
with colleagues and stakeholders
You can: Portfolio reference
a. Summarise the benefits of developing productive working
relationships with colleagues and stakeholders
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Outcome 5
Understand the organisational context for working
relationships
You can: Portfolio reference
a. Summarise the following in relation to own organisation:
• vision
• values
• objectives
• plans
• structure
• culture
b. Identify colleagues, and their work roles and responsibilities,
relevant to own work
c. Identify relevant stakeholders, their background and interest in the
activities and performance of the organisation
d. Summarise relevant agreements with colleagues and stakeholders
e. Explain the mechanisms for consulting with colleagues and
stakeholders on key decisions and activities
f. Summarise the organisation’s planning and decision-making
processes
g. Explain the organisational mechanisms for communicating with
colleagues and stakeholders
h. Evaluate the role of power, influence and politics within the
organisation
i. Summarise the standards of behaviour and performance that are
expected in the organisation
UF30745

Outcome 6
Understand how to identify key stakeholders
You can: Portfolio reference
a. Explain the key principles which underpin the ‘stakeholder’ concept
b. Evaluate different types of stakeholder
c. Explain how to identify an organisation’s stakeholders, including
background information and the nature of their interest in the
organisation
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12
Outcome 7
Understand conflict resolution in relation to colleagues and
stakeholders
You can: Portfolio reference
a. Explain how to manage the expectations of colleagues and
stakeholders
b. Describe the types of conflict that may occur with colleagues and
stakeholders
c. Explain the damage which conflicts of interest and disagreements
with colleagues and stakeholders can cause to individuals and
organisations
d. Evaluate different techniques for conflict resolution with colleagues
and stakeholders
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Outcome 8
Understand how to work with colleagues and stakeholders
You can: Portfolio reference
a. Summarise the principles of effective communication with
colleagues and stakeholders
b. Explain why it is important to recognise and respect the roles,
responsibilities, interests and concerns of colleagues and
stakeholders
c. Describe the types of information it is appropriate to provide to
colleagues and stakeholders, and the factors that need to be taken
into consideration when doing so
d. Explain the importance of taking account, and being seen to take
account, of the views of colleagues and stakeholders, particularly
in relation to their priorities, expectations and attitudes to potential
risks
e. Explain why communication with colleagues and stakeholders on
fulfilment of agreements, or any problems affecting or preventing
fulfilment is important
f. Explain how to take account of diversity issues when developing
working relationships with colleagues and stakeholders
g. Explain how to recognise and take account of political issues when
dealing with colleagues and stakeholders
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Outcome 9
Understand how to monitor and review relationships with
colleagues and stakeholders
You can: Portfolio reference
a. Explain how to monitor and evaluate the effectiveness of working
relationships with colleagues and stakeholders
b. Describe how to obtain, and make effective use of, feedback on
the effectiveness of working relationships from colleagues and
stakeholders
c. Explain how to provide colleagues and stakeholders with useful
feedback on the effectiveness of working relationships
d. Summarise the importance of monitoring wider developments in
relation to stakeholders
e. Explain how to effectively monitor wider developments in relation
to stakeholders
UF30745