, the Wholesale and Retail IRC is developing a new Unit of Competency to equip supervisors of customer-facing front-line workers, particularly in the retail sector, with the skills and knowledge to manage workplace responses to disrespectful, aggressive or abusive customers. This proposal was approved by the AISC Sub-Committee to be developed as a cross-sectoral Unit and Skill Set and is now being progressed by the IRC.
This project is being conducted following approval from the Australian Industry and Skills Committee (AISC) Emergency Response Sub-Committee (the AISC Sub-Committee) in order to fast track national training products to meet longer term critical skills needs beyond the COVID-19 health crisis period to support economic recovery.
Building on the recently endorsed Unit of Competency SIRXCEG008 Manage disrespectful, aggressive or abusive customers
, the Wholesale and Retail IRC has received approval from the AISC Sub-Committee to develop a Unit of Competency for supervisors of front-line workers who are required to deal with aggressive and potentially violent customers.
The proposed Unit of Competency contains material on strategies to deal with the customer when issues are escalated by the front-line worker, strategies for supporting the wellbeing of the worker following an incident, including appropriate de-briefing strategies, and the implementation of environmental strategies to reduce risk. While having cross-sectoral applicability, the new Unit will be of particular relevance for workers in the retail sector.
Further information may be found on the detailed project page
or in the Consultation Guide, which can be downloaded at the bottom of this page.
National consultation for the proposed new Unit of Competency and Skill Set is open from Monday 25 January to Friday 29 January 2021
. During this period input will be sought on the draft Unit and Skill Set and their appropriateness in enabling the target group to achieve the stated aims, as outlined above.
SkillsIQ will be distributing the draft Training Package Products to key industry stakeholders and VET professionals, in order to ensure the opportunity for broad national feedback. State and Territory Training Authorities will also be provided with the opportunity to make comment during this period.
You can provide your feedback via this Online Feedback Forum. When accessing the Feedback Forum, please first refer to the “How To” guide located at the top of the page. It will provide directions for leaving and submitting comments.
Feedback on the Unit and Skill Set can also be emailed directly
Following the close of the consultation period, all feedback received will be collated and evaluated by the IRC to develop the final draft for submission and consideration by the AISC at its February 2021 meeting.
For more information please contact:
Tel: 0417 766 372