Developing and maintaining good occupational working relationships in the workplace — Highfield Qualifications Apprenticeship Assessment Qualification Construction & Building Services Revision

    This element focuses on the interpersonal skills required for lift planners to foster a collaborative and safe working environment. Effective communication

    Topic Synopsis

    This element focuses on the interpersonal skills required for lift planners to foster a collaborative and safe working environment. Effective communication, trust-building, and conflict resolution are essential to ensure that lifting operations are planned and executed efficiently while adhering to safety protocols and maintaining positive relationships with all stakeholders.

    Key Concepts & Core Principles

    Exam Tips & Revision Strategies

    Common Misconceptions & Mistakes to Avoid

    Examiner Marking Points

    Developing and maintaining good occupational working relationships in the workplace

    HIGHFIELD QUALIFICATIONS
    vocational

    This element focuses on the interpersonal skills required for lift planners to foster a collaborative and safe working environment. Effective communication, trust-building, and conflict resolution are essential to ensure that lifting operations are planned and executed efficiently while adhering to safety protocols and maintaining positive relationships with all stakeholders.

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    Learning Outcomes
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    Assessment Guidance
    79
    Key Skills
    51
    Key Terms
    88
    Assessment Criteria

    Assessment criteria

    Highfield Level 5 NVQ Diploma in Controlling Lifting Operations (Construction) - Planning Lifts (RQF)
    Highfield Level 4 NVQ Diploma in Construction Site Supervision (Building and Civil Engineering) (RQF)
    Highfield Level 4 NVQ Diploma in Construction Site Supervision (Highways Maintenance and Repair) (RQF)
    Highfield Level 4 NVQ Diploma in Construction Site Supervision (Tunnelling) (RQF)
    Highfield Level 4 NVQ Diploma in Construction Site Supervision (Traditional & Heritage Building) (RQF)
    Highfield Level 4 NVQ Diploma in Construction Site Supervision (Demolition) (RQF)
    Highfield Level 4 NVQ Diploma in Construction Site Supervision (Retrofit) (RQF)
    Highfield Level 3 NVQ Diploma in Roofing Occupations – Roof Tiler (Construction) (RQF)
    Highfield Level 4 NVQ Diploma in Controlling Lifting Operations (Construction) – Supervising Lifts (RQF)
    Highfield Level 3 NVQ Diploma in Roofing Occupations – Roof Slater and Tiler (Construction) (RQF)
    Highfield Level 3 NVQ Diploma in Roofing Occupations – Roof Slater (Construction) (RQF) 
    Highfield Level 6 NVQ Diploma in Construction Site Management (Demolition) (RQF)
    Highfield Level 6 NVQ Diploma in Construction Site Management (Tunnelling) (RQF)
    Highfield Level 6 NVQ Diploma in Construction Site Management (Traditional and Heritage Buildings) (RQF)
    Highfield Level 6 NVQ Diploma in Construction Site Management (Retrofit) (RQF)
    Highfield Level 6 NVQ Diploma in Construction Site Management (Highways Maintenance and Repair) (RQF)
    Highfield Level 6 NVQ Diploma in Construction Site Management (Residential Development) (RQF)
    Highfield Level 6 NVQ Diploma in Construction Site Management (Building and Civil Engineering)
    Highfield Level 3 NVQ Diploma in Occupational Work Supervision (Construction)
    Highfield Level 4 NVQ Diploma in Construction Site Supervision (Residential Development) (RQF)

    Topic Overview

    The Highfield Level 5 NVQ Diploma in Controlling Lifting Operations (Construction) – Planning Lifts (RQF) is a vocational qualification designed for experienced construction professionals who are responsible for planning and managing lifting operations on construction sites. This qualification covers the critical role of the Appointed Person (AP), who must ensure that all lifting activities are carried out safely, efficiently, and in compliance with legal requirements such as the Lifting Operations and Lifting Equipment Regulations 1998 (LOLER) and the Provision and Use of Work Equipment Regulations 1998 (PUWER). Learners will develop the skills to produce lift plans, select appropriate lifting equipment, assess risks, and coordinate with crane operators, slingers, and site management.

    This qualification is essential for anyone seeking to advance their career in construction lifting operations, as it demonstrates a high level of competence in planning complex lifts. It fits within the broader Construction & Building Services sector by providing a specialist pathway for those who wish to take on supervisory or managerial roles in lifting operations. The course is assessed through a combination of written assignments, professional discussions, and workplace observations, ensuring that learners can apply theoretical knowledge to real-world scenarios. By completing this diploma, students not only enhance their employability but also contribute to improving safety standards on construction sites across the UK.

    The curriculum covers key areas such as the legal framework for lifting operations, the duties of the Appointed Person, the selection and inspection of lifting accessories, and the calculation of load weights and centre of gravity. Students will also learn how to produce detailed lift plans that account for ground conditions, weather, and proximity hazards. This qualification is recognised by industry bodies such as the Construction Plant Competence Scheme (CPCS) and the National Construction College, making it a valuable asset for career progression.

    Key Concepts

    Core ideas you must understand for this topic

    • →Appointed Person (AP) Responsibilities: The AP is legally responsible for planning lifting operations, ensuring that lift plans are produced, and that all personnel involved are competent. This includes selecting the correct crane and lifting accessories, assessing risks, and supervising the lift.
    • →Lift Plan Development: A comprehensive lift plan must include the load weight, dimensions, centre of gravity, crane position, lifting points, and safety measures. It should also consider ground conditions, weather, and exclusion zones.
    • →Legal Compliance: Lifting operations must comply with LOLER, PUWER, and the Health and Safety at Work Act 1974. Key requirements include thorough examination of equipment, safe systems of work, and proper documentation.
    • →Risk Assessment and Method Statement (RAMS): Before any lift, a risk assessment must identify hazards (e.g., overhead power lines, unstable ground) and control measures. The method statement outlines the step-by-step procedure for the lift.
    • →Crane Selection and Configuration: Factors such as crane type (mobile, tower, crawler), lifting capacity, boom length, and configuration (e.g., fly jib, luffing) must be matched to the load and site constraints.

    Learning Objectives

    What you need to know and understand

    • 1. Develop, maintain and encourage working relationships to promote good will and trust2. Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency3. Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments4. Clarify proposals with relevant people and discuss alternative suggestions5. Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • 1. Develop, maintain and encourage working relationships to promote good will and trust2. Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency3. Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments4. Clarify proposals with relevant people and discuss alternative suggestions5. Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop strategies to promote goodwill and trust among construction site personnel, clients, and other stakeholders.
    • Evaluate the appropriate level of detail and urgency when communicating work activities to different audiences.
    • Apply active listening and questioning techniques to offer advice and encourage clarification on work-related matters.
    • Analyze proposals with relevant parties and critically discuss alternative suggestions to reach consensus.
    • Implement conflict resolution approaches that minimize offence while preserving trust, respect, and professional relationships.
    • Develop, maintain and encourage working relationships to promote good will and trust
    • Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency
    • Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments
    • Clarify proposals with relevant people and discuss alternative suggestions
    • Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Demonstrate methods for developing and maintaining trusting working relationships with site colleagues and clients.
    • Communicate work activity details with appropriate urgency and clarity to relevant stakeholders.
    • Provide constructive advice and encourage feedback on work activities to promote collaborative improvement.
    • Negotiate work proposals by considering alternative suggestions and agreeing on optimal solutions.
    • Resolve differences of opinion using techniques that uphold mutual respect and maintain goodwill.
    • Develop and sustain positive working relationships with colleagues and clients to foster a culture of mutual trust.
    • Inform relevant personnel about work progress, delays, or changes using the appropriate level of detail and urgency.
    • Offer constructive advice and assistance to team members regarding roofing tasks, encouraging an open exchange of feedback.
    • Clarify project proposals and specifications through active discussion, considering alternative approaches where necessary.
    • Resolve interpersonal differences and disputes diplomatically, preserving goodwill and professional respect.
    • Develop, maintain and encourage working relationships to promote goodwill and trust.
    • Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency.
    • Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments.
    • Clarify proposals with relevant people and discuss alternative suggestions.
    • Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect.
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships that promote goodwill, trust and respect among all site parties.
    • Inform relevant people about work activities using an appropriate level of detail and urgency, adapting to the audience.
    • Offer advice and help to relevant people, actively encouraging questions, clarification requests and constructive comments.
    • Clarify proposals with relevant people, discuss alternative suggestions and negotiate agreed outcomes.
    • Resolve differences of opinion in ways that minimise offence, preserve goodwill and sustain professional trust.
    • Demonstrate the ability to cultivate and sustain professional relationships that foster mutual trust and goodwill.
    • Select and apply appropriate communication methods to disseminate work-related information to stakeholders with correct detail and urgency.
    • Proactively provide guidance and support to team members, promoting an open environment for questions and feedback.
    • Facilitate collaborative discussions to refine proposals through consideration of alternative suggestions.
    • Employ diplomatic conflict resolution strategies to settle disagreements while preserving respect and trust.
    • Evaluate the impact of interpersonal skills on project outcomes and team morale.
    • Establish and sustain professional relationships that promote mutual trust and collaborative working.
    • Communicate work activities to relevant stakeholders with appropriate detail and urgency.
    • Provide constructive advice and support to colleagues, fostering an environment open to feedback and clarification.
    • Negotiate proposals by clarifying suggestions and exploring alternatives to achieve consensus.
    • Manage disagreements professionally, using conflict resolution techniques to preserve positive working relationships.
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • 1. Develop, maintain and encourage working relationships to promote good will and trust2. Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency3. Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments4. Clarify proposals with relevant people and discuss alternative suggestions5. Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect

    Assessment Criteria

    Key criteria assessors look for in your portfolio

    • Award credit for demonstrating consistent use of clear, timely communication with colleagues regarding lift plans and any changes, including evidence of appropriate detail and urgency.
    • Credit where candidate shows active listening and encourages team input on lifting proposals, offering advice and inviting questions or clarification.
    • Evidence of handling disagreements professionally, maintaining respect and finding mutually agreeable solutions that minimise offence and uphold goodwill.
    • Recognition for clarifying proposals with relevant people and constructively discussing alternative suggestions to achieve best practice outcomes.
    • Proof of informing all relevant parties about work activities, adapting communication style to the audience and situation.
    • Award credit for demonstrating proactive communication, such as regular team briefings or toolbox talks that keep all parties informed of progress, changes, and safety requirements.
    • Look for evidence of adapting communication style and detail level to suit diverse audiences (e.g., simplifying technical terms for clients, providing detailed instructions to operatives).
    • Assess whether the candidate actively encourages two-way communication by inviting questions, feedback, and suggestions, and responds appropriately to maintain goodwill.
    • Credit demonstrations of clarifying misunderstandings by restating others' points, asking open-ended questions, and summarising agreed actions to confirm mutual understanding.
    • Expect to see documented examples of resolving conflicts, such as mediating a dispute between subcontractors, where the candidate focuses on the issue, remains impartial, and seeks a solution that preserves professional respect.
    • Award credit for demonstrating consistent use of open and respectful communication methods, such as regular briefings, toolbox talks, or one-to-one discussions, to foster trust and goodwill.
    • Expect evidence of adapting the level of detail and urgency when informing colleagues, managers, and external parties about work activities, depending on their role and the situation's criticality.
    • Look for instances where the learner proactively offers practical advice or assistance, actively invites questions, and responds constructively to requests for clarification or comments.
    • Credit should be given for clearly recording and sharing proposed plans or changes, and for engaging relevant people in discussions about alternative suggestions, showing flexibility and openness.
    • Assess the learner's ability to handle disagreements by using tact, active listening, and compromise, ensuring resolutions preserve mutual respect and maintain long-term working relationships.
    • Award credit for evidence of proactive, clear communication tailored to the urgency and detail required by different stakeholders (e.g. briefings, toolbox talks, emails).
    • Demonstrate active listening and encourage questions or feedback, recording how advice was given and any resulting clarifications or improvements.
    • Provide concrete examples of resolving disagreements while preserving professional relationships, using techniques such as mediation or compromise without compromising safety or standards.
    • Award credit for demonstrating the ability to actively develop trust with colleagues and stakeholders through consistent, respectful communication.
    • Award credit for providing timely, detailed updates tailored to the audience, showing urgency where required.
    • Award credit for offering constructive advice and inviting feedback to clarify work activities.
    • Award credit for effectively clarifying proposals with relevant people, discussing alternatives without dismissing others' views.
    • Award credit for resolving disagreements tactfully, ensuring outcomes preserve working relationships.
    • Award credit for demonstrating the ability to initiate and sustain formal and informal interactions that visibly build mutual respect, such as regular toolbox talks and one-to-one briefings tailored to individual roles and responsibilities.
    • Award credit for evidence of providing timely, accurate, and appropriately detailed updates on demolition sequences, safety risks, or schedule changes to all relevant parties, including subcontractors and client representatives.
    • Award credit for recorded instances of offering constructive advice and actively soliciting feedback, questions, or clarification requests from team members regarding work methods or safety protocols.
    • Award credit for documented discussions that clarify proposed demolition methods, consider alternative suggestions from crew members, and reach consensus while maintaining professional decorum.
    • Award credit for resolving disagreements or conflicts (e.g., about task allocation or safety approaches) by using empathetic listening, focusing on facts, and proposing compromises that preserve trust and respect among parties.
    • Evidence of using varied communication methods (e.g., toolbox talks, emails, face-to-face) tailored to the audience.
    • Demonstrating awareness of urgency, such as prioritizing safety-critical information over routine updates.
    • Documented instances of responding to requests for clarification with clear, constructive feedback.
    • Records of meetings or conversations where proposals were clarified and alternatives explored collaboratively.
    • A reflective account detailing how a specific difference of opinion was resolved with outcomes that maintained working relationships.
    • Award credit for demonstrating active listening and confirming understanding when receiving instructions from supervisors or colleagues.
    • Look for evidence of adapting communication style (e.g., using sketches, simplifying jargon) when informing non-specialists about roofing tasks.
    • Expect witness testimony or reflective accounts showing the candidate voluntarily offering practical help or advice to maintain workflow.
    • Check that the candidate invites feedback and responds constructively, using phrases like 'What do you think about this approach?'
    • Assess how disagreements are handled: candidate should be seen to focus on shared project outcomes, not personal criticism, and summarise agreed actions.
    • Award credit for evidence of adapting communication style and level of detail when conveying lift-related information to different parties, such as delivering a concise, urgent safety notice to a rigging team versus a detailed, formal update to the client, as verified by witness statements.
    • Credit should be given for documented instances where the candidate actively offered help or clarification, and explicitly encouraged questions and suggestions during planning meetings or toolbox talks, demonstrating a commitment to collaborative problem-solving.
    • Look for proof of resolving disagreements over lift sequencing or methods by acknowledging differing views, proposing mutually acceptable alternatives, and ensuring all parties feel respected, with a focus on maintaining trust and safety, evidenced by meeting notes or reflective accounts.
    • Award credit for evidence of proactively updating supervisors and team members on progress, delays, or changes using clear verbal or written communication.
    • Look for documented instances where the learner offered assistance to peers, such as helping with material handling or sharing expertise, and sought clarification when needed.
    • Credit should be given for demonstrating a structured approach to conflict resolution, e.g., active listening, proposing compromises, and following up to ensure issues are resolved.
    • Confirm that the learner can discuss how they adapted their communication style to suit different audiences, such as clients, architects, or other trades.
    • Award credit for providing evidence of regular communication with supervisors or clients (e.g., annotated site diary, emails, or meeting notes).
    • Look for witness testimonies that confirm the learner actively shares information and offers help to colleagues on site.
    • Assess the quality of documentation showing how the learner resolved a specific disagreement, highlighting the steps taken to maintain relationships.
    • Check for records of clarifications made with clients or designers regarding roofing details, demonstrating proactive engagement.
    • Evidence of regular and effective communication with team members, subcontractors, and clients, demonstrated through meeting minutes, emails, or logs.
    • Demonstration of offering timely advice and assistance, with records of positive feedback from colleagues.
    • Documentation showing that proposals were clarified and alternatives considered, e.g., design change discussions.
    • Evidence of successfully resolving a difference of opinion, with a reflective account on how relationships were maintained.
    • Observation or witness testimony confirming that the learner adapts communication style to audience and urgency.
    • Award credit for demonstrating systematic communication of tunnelling work phases (e.g., excavation, lining, MEP fit-out) to all relevant parties (including subcontractors, engineers, and client representatives) with clearly appropriate urgency scales.
    • Evidence should show the candidate actively seeking and responding to requests for clarification on technical matters such as ground movement mitigation or compressed air working, and providing tailored advice that addresses skill levels of the audience.
    • Observation/witness testimony confirms the candidate can defuse conflicts between subcontractor crews (e.g., over access bottlenecks) using respectful negotiation techniques without compromising safety or programme requirements.
    • Award credit for demonstrating the ability to tailor communication methods and content to the recipient’s role and the urgency of the situation (e.g., using formal reports for clients, instant updates for site teams).
    • Award credit for evidence of proactively offering advice and support to relevant people, and creating an environment where questions and clarifications are encouraged.
    • Award credit for showing how proposals were clarified with stakeholders, alternative suggestions were discussed, and mutual agreement was reached.
    • Award credit for demonstrating conflict resolution skills that minimise offence and preserve trust, such as using neutral language, acknowledging differing viewpoints, and focusing on shared goals.
    • Award credit for maintaining records of communications and actions taken to develop and sustain working relationships, showing consistency and professionalism.
    • Award credit for evidence of initiating and leading regular structured site meetings (e.g. toolbox talks, progress reviews) that enhance transparency and gather feedback.
    • Assess the candidate’s ability to produce documented examples of tailoring communication methods and detail levels for different stakeholders (clients, subcontractors, operatives).
    • Look for records demonstrating proactive advice, such as written guidance or verbal briefings that pre-empted potential issues, and evidence of encouraging dialogue.
    • Credit should be given for a clear description of a negotiation or clarification meeting where alternative proposals were discussed and a mutually acceptable solution was reached.
    • Expect a reflective account or witness testimony of a conflict resolution scenario, detailing the approach taken to minimise offence and the resulting maintenance of trust.
    • Award credit for providing specific examples of how information was tailored to different audiences, e.g., using toolbox talks for operatives and formal reports for clients.
    • Evidence should show negotiation of alternative proposals documented in meeting minutes.
    • Assessment must include demonstration of resolving a dispute, with reflection on the outcome and maintenance of professional relationships.
    • Look for proactive encouragement of questions and feedback, evidenced by actions like anonymous surveys or open-door policies.
    • Check that advice offered is recorded and aligns with best practice, showing technical competence and empathy.
    • Award credit for evidence of regular, clear communication to all relevant parties about work progress.
    • Look for demonstration of active listening and responsive feedback in workplace interactions.
    • Expect the candidate to provide instances where they resolved a dispute, showing empathy and professionalism.
    • Assess for use of varied communication methods (face-to-face, written, digital) as appropriate to the context.
    • Check for proactive offering of help and guidance to colleagues, documented through witness testimonies or reflective accounts.
    • Award credit for documented examples of regular team briefings, toolbox talks, or site inductions that demonstrate appropriate detail and urgency in conveying work activities to relevant personnel.
    • Award credit for evidence of offering structured advice or mentoring to colleagues, with records showing encouragement of questions and active solicitation of feedback or clarification requests.
    • Award credit for meeting minutes, emails, or formal correspondence that illustrate how proposals were clarified with stakeholders and alternative suggestions were discussed constructively.
    • Award credit for conflict resolution case studies, reflective accounts, or witness testimonials that demonstrate how differences of opinion were resolved promptly while maintaining goodwill, trust, and respect.
    • Award credit for demonstrating that the learner actively identifies key stakeholders (e.g., subcontractors, clients, architects) and tailors communication methods and frequency to their needs and project phase.
    • Award credit for providing specific, documented examples where the learner offered timely advice or clarification that directly influenced a positive work outcome (e.g., averting a safety issue, improving productivity).
    • Award credit for evidencing a structured approach to conflict resolution, such as using active listening, remaining impartial, and proposing solutions that maintain professional relationships while meeting contractual requirements.
    • Award credit for demonstrating consistent use of appropriate communication channels (e.g., site meetings, written reports, toolbox talks) and adapting language and detail level for different audiences.
    • Award credit for demonstrating evidence of consistently informing team members and superiors about work progress with appropriate detail and urgency, tailored to the recipient's needs.
    • Credit should be given for showing how the candidate encourages open dialogue, actively seeks questions, and handles suggestions positively to improve work practices.
    • Look for documented instances where the candidate successfully resolved a disagreement by acknowledging others' viewpoints and finding a mutually acceptable solution without damaging the relationship.

    Assessment Guidance

    Guidance for achieving higher grades

    • 💡Provide a reflective account documenting a specific instance where you successfully resolved a disagreement on site, detailing the steps taken to maintain respect and achieve a positive outcome.
    • 💡Ensure your witness testimonies highlight your proactive communication and clarification of lift plans with all involved, emphasizing the appropriate level of detail and urgency.
    • 💡Use meeting minutes, emails, or daily briefings as evidence of informing relevant people about work activities, showcasing both routine and urgent communications.
    • 💡Include examples where you offered advice and encouraged questions/requests for clarification, demonstrating how this contributed to safer or more efficient operations.
    • 💡In professional discussions, explain how you developed and maintained trust, giving concrete examples of relationship-building strategies with different stakeholders.
    • 💡Build a portfolio with a variety of evidence: include a reflective account detailing a situation where you resolved a difference of opinion, along with a witness testimony from the person involved to corroborate your approach.
    • 💡To demonstrate the sharing of information, keep copies of site memos, clear meeting minutes, or screenshots of project management app updates that show timely and tailored communication.
    • 💡When offering advice, evidence the outcome: an assessor will look for proof that your guidance helped someone complete a task more safely or efficiently—include follow-up emails or feedback forms.
    • 💡For conflict resolution, ensure your account highlights the steps you took to minimise offence (private discussion, active listening, focusing on facts) and the positive impact on the team’s ongoing collaboration.
    • 💡For your portfolio, collect witness testimonies and meeting notes that show how you adapted your communication style to different audiences and encouraged two-way dialogue.
    • 💡When describing a conflict resolution, use the STAR method (Situation, Task, Action, Result) to clearly explain how you minimised offence and maintained goodwill.
    • 💡Highlight specific tools or techniques you used to clarify proposals, such as annotated drawings, mock-ups, or site walk-throughs, and document the feedback received.
    • 💡Demonstrate that you understand the urgency of information by referencing how you prioritised tasks like immediate safety alerts versus routine progress updates.
    • 💡Include a reflective account or diary entry showing how you adapted your communication style to suit different audiences and urgency levels.
    • 💡Gather signed witness testimonies from colleagues or managers that confirm you effectively clarified proposals and encouraged open discussion.
    • 💡Use a specific conflict-resolution scenario in your evidence, detailing the methods used to minimise offence and the positive outcome for site relationships.
    • 💡Include witness testimonies from colleagues or supervisors confirming your effective communication and conflict resolution in your portfolio.
    • 💡Use a reflective account to demonstrate how you handled a specific disagreement, showing how you maintained goodwill.
    • 💡Focus on showing how you adapt communication style for different audiences during observations.
    • 💡Ensure your evidence covers both proactive relationship building and reactive conflict resolution.
    • 💡When compiling portfolio evidence, include a reflective log or witness testimony that specifically describes how you adapted your communication style to different audiences (e.g., operatives vs. engineers) and the positive impact on team cohesion.
    • 💡For the unit assessment, ensure you provide examples of both successful resolution of a workplace conflict and a proactive initiative to seek feedback, demonstrating continuous improvement in relationships.
    • 💡In professional discussions with your assessor, use the STAR method (Situation, Task, Action, Result) to structure your answers about maintaining goodwill, emphasizing the specific words and actions you used to respect others' viewpoints.
    • 💡Link your relationship-building activities to site safety and productivity metrics, showing assessors that good working relationships directly contribute to operational KPIs.
    • 💡Collect diverse evidence such as meeting minutes, emails with annotations, and witness statements to demonstrate each objective.
    • 💡In your reflective accounts, be specific about how you adapted your communication style to suit different individuals or situations.
    • 💡For conflict resolution, focus on the process: show active listening, joint problem-solving, and follow-up actions that restored trust.
    • 💡Include specific, real-life examples from your roofing work that clearly map to each learning objective, such as a time you helped a scaffolder adjust a platform to improve access.
    • 💡Use witness testimonies from supervisors or clients that explicitly mention your positive working relationships and how you resolved a disagreement professionally.
    • 💡In reflective accounts, explain not just what you did but why you chose a particular communication approach and the impact it had on team morale or project efficiency.
    • 💡Remember that non-verbal cues matter—note in your evidence when you used body language, tone, or visual aids to support your message on a noisy site.
    • 💡Gather witness testimonies from a range of roles (e.g., crane operator, slinger, site manger) that specifically highlight how you adjusted your communication for that individual or situation, referencing concrete examples.
    • 💡Maintain a contemporaneous reflective diary or log where you record your approach to informing, advising, and resolving differences, noting what worked, what you would change, and the positive impact on relationships and safety.
    • 💡When presenting evidence for conflict resolution, include a step-by-step narrative: how you listened, identified the root cause, facilitated a discussion of alternatives, and reached a consensus, supported by follow-up communications or meeting minutes.
    • 💡For portfolio evidence, include witness testimonies from supervisors or colleagues that corroborate your examples of effective communication and teamwork.
    • 💡Use reflective accounts to analyse a specific incident where you resolved a disagreement, referencing communication models to demonstrate underpinning knowledge.
    • 💡When video recording or providing observation evidence, clearly capture the interaction, showing how you briefed someone, offered help, or negotiated a solution.
    • 💡Collect dated witness statements from a range of people (supervisors, peers, subcontractors) to corroborate your interpersonal skills.
    • 💡Maintain a reflective journal with specific examples, such as how you informed a site manager about a lead time issue that impacted the roofing schedule.
    • 💡Use real-life scenarios from your portfolio to demonstrate resolution of differences, emphasising the outcome and the maintained relationship.
    • 💡In observations, explicitly demonstrate behaviours like confirming understanding after giving information, or asking for feedback from others.
    • 💡Use a variety of evidence types: minutes, emails, reflective logs, witness statements, and audio/video recordings where appropriate.
    • 💡For each piece of evidence, clearly map it to the specific learning outcome and explain how it demonstrates competence.
    • 💡Include examples of both routine and challenging situations to show depth.
    • 💡In reflective accounts, critically evaluate your own performance and identify areas for improvement.
    • 💡Ensure confidentiality is respected when submitting real workplace evidence.
    • 💡In your written account or reflective diary, explicitly name the specific role, likely technical competency, and information needs of each stakeholder you communicate with regarding a tunnelling activity—this demonstrates contextual awareness.
    • 💡When providing evidence of offering advice, include concrete examples of how you adapted your language and medium (e.g., toolbox talk vs. engineering meeting) to the recipient's expertise, and show how you encouraged two-way dialogue.
    • 💡For conflict resolution, reference the industry's Joint Code of Practice principles where applicable and detail the outcome—e.g., restoration of cooperative working that led to a measurable improvement in cycle times.
    • 💡When compiling your portfolio, include specific examples of how you informed different parties (e.g., subcontractors, heritage officers) about work activities, highlighting the level of detail and urgency you assessed.
    • 💡Demonstrate active listening and response to feedback by showing how you adjusted your approach based on questions or suggestions from others.
    • 💡Use witness testimonies or meeting minutes to evidence your ability to resolve differences of opinion respectfully and maintain goodwill.
    • 💡Ensure your evidence showcases a range of communication methods (face-to-face, written, digital) and explains why each was chosen for the context.
    • 💡Build a comprehensive portfolio with real-life evidence such as meeting minutes, signed communication records, and emails that clearly show your interpersonal skills in action.
    • 💡For each learning objective, provide a STAR (Situation, Task, Action, Result) narrative that explicitly links your actions to positive project or relationship outcomes.
    • 💡Collect witness testimonies from a range of contacts (e.g. a client, a supplier, a subcontractor) to corroborate your consistent ability to maintain good working relationships.
    • 💡When describing conflict resolution, emphasise your emotional intelligence and the specific steps you took to keep the conversation constructive and respect-focused.
    • 💡Gather witness testimonies from colleagues or stakeholders that attest to your positive working relationships.
    • 💡Include minutes of meetings where you clarified proposals and considered alternatives.
    • 💡Reflect on a conflict situation in your reflective account, outlining the steps taken to resolve it while maintaining trust.
    • 💡Demonstrate proactive communication by providing evidence of both routine and urgent information dissemination.
    • 💡Use a range of evidence: emails, meeting notes, feedback forms to show consistent application of skills.
    • 💡Collect witness testimonies and reflective accounts that explicitly describe your interpersonal skills in action.
    • 💡Include records of meetings, emails, and conflict resolution instances to provide concrete, varied evidence.
    • 💡Ensure your evidence demonstrates consistency in applying these skills across different relationships (subcontractors, clients, team members).
    • 💡Collect witness testimonies from a diverse range of colleagues (operatives, clients, subcontractors, designers) to validate your interpersonal skills across different professional relationships.
    • 💡Maintain a reflective diary or professional log that captures daily interactions, especially conflict resolution scenarios, noting your approach, the language used, and the outcome achieved.
    • 💡Ensure your evidence demonstrates proactive relationship-building, not just reactive management—show how you initiated goodwill gestures, encouraged collaboration, or pre-empted potential disputes.
    • 💡When participating in professional discussions, structure your responses using the STAR technique (Situation, Task, Action, Result) to give concrete, assessable examples of your competence.
    • 💡For NVQ portfolio evidence, ensure you capture both formal and informal interactions: for example, follow up a verbal agreement with a brief email summary to create a time-stamped record.
    • 💡When describing conflict resolution, use the STAR method (Situation, Task, Action, Result) to clearly show your proactive role and the positive outcome, rather than simply stating that an argument was resolved.
    • 💡Link your communication practices explicitly to site objectives such as safety compliance, programme adherence, and waste reduction—assessors value evidence that shows you understand the broader impact.
    • 💡Gather witness testimonies from line managers or colleagues that specifically reference your ability to build trust, handle sensitive information, and promote a collaborative environment.
    • 💡When compiling evidence, use a reflective diary or witness testimonies to capture real-life examples of how you adapted your communication to suit the situation and audience.
    • 💡For conflict resolution scenarios, structure your evidence showing the steps: identify the issue, listen actively, propose solutions, and confirm agreement, highlighting how goodwill was maintained.
    • 💡Ensure your portfolio includes instances where you offered unsolicited advice or help, demonstrating proactive support and how it encouraged questions or clarification.
    • 💡When answering questions about lift plans, always include specific details such as load weight, centre of gravity, crane capacity at the required radius, and safety factors. Examiners look for evidence of thorough planning and understanding of LOLER regulations.
    • 💡Use real-world examples to demonstrate your knowledge. For instance, describe a scenario where you had to adjust a lift plan due to ground conditions or weather. This shows practical application of theory.
    • 💡Pay close attention to terminology. For example, distinguish between 'thorough examination' (periodic inspection by a competent person) and 'pre-use check' (daily inspection by the operator). Using correct terms can earn you marks.

    Common Mistakes

    Common errors to avoid in your coursework

    • Assuming that informal relationships do not need maintenance; neglecting to update all relevant parties when plans change.
    • Failing to adapt communication style to different audiences (e.g., operatives vs. managers) when providing information about work activities.
    • Avoiding necessary conflict or differences of opinion, leading to unresolved issues that can impact safety and team morale.
    • Offering advice without encouraging questions, resulting in misunderstandings and lack of engagement from the team.
    • Using inappropriate communication channels or insufficient detail when conveying urgent information, causing delays or safety risks.
    • Assuming that simply issuing instructions is sufficient; many learners neglect to verify that the message has been understood, leading to errors and rework.
    • Treating all communication channels equally: learners often fail to recognise that urgent or complex information may require face-to-face or written confirmation rather than a quick phone call.
    • Avoiding difficult conversations: some candidates believe that maintaining relationships means never challenging others, but this can allow issues to escalate and erode trust.
    • Failing to document agreements and discussions: in an NVQ portfolio, a lack of witness testimonies, meeting notes, or emails means cannot prove competence in clarifying proposals or resolving differences.
    • Assuming that simply passing on information is sufficient, rather than using interactive techniques to confirm understanding and build rapport.
    • Overloading all stakeholders with the same level of technical detail, failing to tailor communication to the audience's expertise and needs.
    • Providing advice only when asked, missing opportunities to preempt issues and demonstrate proactive leadership.
    • Presenting proposals as final decisions without leaving room for feedback, which can alienate team members and stifle collaborative problem-solving.
    • Avoiding or escalating disagreements unnecessarily, instead of addressing them directly with diplomacy to find mutually acceptable solutions.
    • Using overly technical jargon when informing non-specialist colleagues about work activities, leading to misunderstandings.
    • Assuming consensus without explicitly clarifying proposals with all relevant parties, then encountering avoidable disputes later.
    • Avoiding difficult conversations or differences of opinion, which can escalate into larger conflicts or safety risks.
    • Assuming that all stakeholders require the same level of detail, leading to either oversimplifying or over-complicating communication.
    • Avoiding necessary conflict, which can escalate issues and damage relationships.
    • Not actively seeking clarification on proposals, leading to misunderstandings.
    • Focusing on being right rather than on maintaining relationships during disagreements.
    • Assuming that all stakeholders require the same level of detail regardless of their role, leading to either information overload or insufficient briefing.
    • Failing to document informal verbal advice or agreements, which later causes disputes over what was communicated and erodes trust.
    • Avoiding necessary difficult conversations about poor performance or safety breaches to maintain short-term harmony, thereby eroding long-term trust and standards.
    • Misinterpreting urgent safety-related communication as a personal criticism, resulting in defensive reactions rather than collaborative problem-solving.
    • Treating all communications uniformly, resulting in key stakeholders being under-informed or overwhelmed.
    • Omitting to document verbal advice or decisions, leading to disputes or lack of accountability.
    • Mishandling disagreements by either avoiding them entirely or confronting them aggressively, eroding team morale.
    • Assuming that others understand the technical aspects of roofing without checking or simplifying the message.
    • Failing to document or verbally confirm critical information, leading to misunderstandings about work progress.
    • Avoiding necessary confrontations about errors or delays, causing larger issues later.
    • Taking a defensive stance when proposals are challenged instead of exploring alternatives collaboratively.
    • Assuming all team members share the same level of technical understanding, resulting in either overly simplistic or excessively complex briefings that lead to confusion or missed safety critical information.
    • Relying solely on verbal instructions for time-sensitive lift changes without providing written follow-up or confirmation, which can cause misinterpretation and operational errors.
    • Responding defensively or dismissively when colleagues raise concerns or alternative ideas, rather than using it as an opportunity to strengthen relationships and improve lift plans.
    • Assuming that others automatically understand task urgency or implications without providing explicit detail, leading to delays or safety risks.
    • Avoiding difficult conversations or disagreements, which allows minor issues to escalate into larger conflicts that damage trust.
    • Failing to document verbal agreements or advice, resulting in misunderstandings and lack of accountability.
    • Failing to document verbal agreements or instructions, leading to misunderstandings later.
    • Assuming that colleagues are automatically aware of changed work plans without explicit updates.
    • Avoiding difficult conversations about performance or safety concerns to preserve short-term harmony, risking long-term trust.
    • Offering advice in a way that is perceived as criticism rather than supportive guidance.
    • Over-reliance on informal communication without adequate documentation, leading to misunderstandings.
    • Providing too much or too little detail when informing others, misjudging the recipient's needs.
    • Avoiding conflict rather than addressing it constructively, which can escalate issues.
    • Failing to actively seek feedback or clarify own understanding.
    • Assuming that maintaining relationships means agreeing with everyone, rather than resolving disagreements professionally.
    • Learners often assume that 'informing relevant people' only covers direct reports and overlook the need to update the client's tunnelling engineer or the principal contractor's change control board on emerging geological conditions.
    • A common error is failing to tailor the level of technical detail when advising operatives versus management, leading to either confusion or a perception of talking down.
    • Candidates sometimes attempt to resolve differences of opinion by imposing contractual hierarchy rather than employing active listening and collaborative problem-solving, which damages long-term trust on the project.
    • Assuming that all stakeholders require the same level of detail, leading to either information overload or insufficient briefing.
    • Failing to document verbal agreements and discussions, which can cause disputes later.
    • Avoiding difficult conversations or differences of opinion, resulting in unresolved tensions that undermine trust.
    • Overlooking the importance of non-verbal communication and cultural differences, especially when working with diverse teams or heritage specialists.
    • Neglecting to follow up on feedback or comments, which can make others feel unheard and damage professional relationships.
    • Equivocating informing with over-communicating; providing excessive detail that obscures key instructions or deadlines.
    • Avoiding addressing disagreements, hoping they will resolve without intervention, which ultimately damages team cohesion.
    • Applying a one-size-fits-all communication style, failing to recognise the varying needs of operatives, professionals and external stakeholders.
    • Presuming goodwill exists without proactive behaviours; expecting trust rather than actively demonstrating reliability and integrity.
    • Confusing informing with consulting; failing to actively listen or ask for feedback.
    • Not adapting communication style to the audience, leading to misunderstandings.
    • Avoiding conflict rather than addressing it diplomatically, causing resentment.
    • Assuming goodwill is automatic without continuous effort to maintain it.
    • Overlooking the need to document resolved differences for accountability and learning.
    • Assuming others understand instructions without checking for comprehension or feedback.
    • Letting personal feelings override professional conduct during disagreements, damaging relationships.
    • Over-relying on informal communication and neglecting formal reporting, leading to information gaps.
    • Avoiding difficult conversations to prevent conflict, resulting in unresolved issues that escalate.
    • Failing to tailor communication to the audience, such as providing overly technical details to non-specialist stakeholders or insufficient detail to trades, leading to misunderstandings.
    • Assuming others understand instructions without actively checking comprehension, resulting in errors, rework, and eroded trust.
    • Avoiding or inappropriately escalating minor conflicts instead of addressing issues diplomatically at the source, damaging working relationships.
    • Neglecting to document informal interactions and relationship-building activities, making it difficult to provide sufficient portfolio evidence for assessment.
    • Confusing informal ‘chat’ with purposeful communication: learners often fail to document agreed actions or decisions, leaving no audit trail for assessors.
    • Assuming that once information is shared, it has been understood and accepted—neglecting to check for feedback or clarify ambiguities, which can lead to costly errors.
    • Avoiding difficult conversations altogether to preserve apparent harmony, which often escalates conflicts and erodes trust over time.
    • Focusing solely on technical instructions while overlooking the importance of acknowledging contributions and showing appreciation, undermining team morale.
    • Assuming that simply sending an email constitutes adequate communication, without considering whether the recipient has understood or the urgency was conveyed.
    • Failing to adapt communication style when dealing with different stakeholders (e.g., subcontractors vs. clients), leading to misunderstandings.
    • Avoiding necessary conflict, which allows minor issues to escalate, rather than addressing differences promptly with respectful dialogue.
    • Misconception: The Appointed Person only needs to be present during the lift. Correction: The AP is responsible for planning the lift, but does not need to be present during the actual lifting operation if a competent person supervises. However, the AP must ensure the plan is followed.
    • Misconception: A lift plan is just a drawing or sketch. Correction: A lift plan is a detailed document that includes calculations, risk assessments, equipment specifications, and emergency procedures. It must be reviewed and updated as conditions change.
    • Misconception: Any crane can lift any load as long as it's within its capacity. Correction: The crane's capacity varies with configuration (e.g., boom length, radius, outrigger extension). The lift plan must account for the actual working radius and load moment.

    Frequently Asked Questions

    Common questions students ask about this topic

    Before You Start

    Prior knowledge that will help with this topic

    • •A good understanding of health and safety legislation in construction, particularly LOLER and PUWER.
    • •Experience in lifting operations, such as working as a crane operator, slinger, or supervisor, to provide practical context.
    • •Basic mathematical skills for calculating load weights, angles, and crane capacities.

    Key Terminology

    Essential terms to know

    • 1. Develop, maintain and encourage working relationships to promote good will and trust2. Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency3. Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments4. Clarify proposals with relevant people and discuss alternative suggestions5. Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • 1. Develop, maintain and encourage working relationships to promote good will and trust2. Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency3. Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments4. Clarify proposals with relevant people and discuss alternative suggestions5. Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Building trust and rapport
    • Effective information sharing
    • Providing advice and feedback
    • Negotiating proposals
    • Constructive conflict resolution
    • Effective communication and information sharing
    • Building trust and professional respect
    • Conflict resolution and maintaining goodwill
    • Proactive advice and collaboration
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Effective workplace communication
    • Trust and goodwill building
    • Collaborative support and advice
    • Conflict resolution and diplomacy
    • Professional negotiation skills
    • Collaborative communication
    • Trust and goodwill
    • Conflict resolution
    • Information dissemination
    • Peer support and mentoring
    • Professional respect
    • Proactive Communication
    • Trust and Rapport Building
    • Conflict Resolution
    • Stakeholder Engagement
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Trust and goodwill cultivation
    • Tailored communication
    • Proactive advice and support
    • Proposal clarification and negotiation
    • Tactful conflict resolution
    • Trust and goodwill promotion
    • Effective communication protocols
    • Conflict resolution techniques
    • Stakeholder engagement and feedback
    • Negotiation and compromise
    • Professional Relationship Building
    • Effective Communication
    • Stakeholder Engagement
    • Conflict Management
    • Trust and Goodwill
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • 1. Develop, maintain and encourage working relationships to promote good will and trust2. Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency3. Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments4. Clarify proposals with relevant people and discuss alternative suggestions5. Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect
    • Develop, maintain and encourage working relationships to promote good will and trust Inform relevant people about work activities in an appropriate level of detail, with the appropriate level of urgency Offer advice and help to relevant people about work activities and encourage questions/requests for clarification and comments Clarify proposals with relevant people and discuss alternative suggestions Resolve differences of opinion in ways that minimise offence and maintain goodwill, trust and respect

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