Elements and Performance Criteria

RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Organisation's policies and procedures may include:
management and supervisory practices
organisation's procedures relating to:
chain of command
code of conduct
conflict of interest
disputes and complaint resolution
professional practice.
Legislative, regulatory and professional codes of practice may include:
local regulations
privacy and other relevant commonwealth, state and territory legislation
professional or occupational codes of conduct relevant to job role.
Organisation's social, business and ethical standards may include:
client management practices and principles
customer charter
organisational guidelines
professional codes of practice, in particular ethics and confidentiality.
Confidentiality may include:
requirements under relevant legislation, such as privacy
standards described by the organisation's policies and procedures.
Interpersonal styles and methods may include:
educate and inform
negotiate and persuade
seek input from internal and external sources and use this input to develop and refine ideas and approaches
treat people with integrity, respect and empathy
use methods appropriate to the business or organisational audience to communicate ideas and information, taking into account social and cultural diversity
use soft sell and hard sell techniques.
Business and professional networks may include:
award ceremonies
charity functions
networking events
professional associations
seminars and conferences
sports outings and special events
supplier events.
Other professionals and third parties may include:
accounting and taxation professionals
company directors and managers
consumer protection authorities
government departments and agencies
legal professionals
licensing authorities
management and other relevant associations
professional associations
real estate professionals.
Referral business may include:
developed networks
friends and relatives
government representatives
own organisation's internal call-in or referral method
past clients or customers
professional associations
recommendations and referrals from other professionals or organisations
recommendations from clients or customers.
Appropriate communication channels may include:
advertisements
cold calls
community events
face-to-face
mail drops
mobile telephone based communication
newsletters
office events
phone, email and other electronic technology
seminars
web-based social networking.
Designated individual may include:
colleague in other division or work group
recognised expert
specialist personnel
supervisor.

EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
liaise, develop and secure long-standing and effective relationships
apply high level communication, negotiation, interpersonal and relationship management skills
apply knowledge of the goals, policies and procedures of the organisation
consider and adapt special needs of customers, including culture, language, race, religion, ethnic origin, socio-economic status and demographic needs.

Context of and specific resources for assessment
Assessment must ensure:
access to range of client enquiries, instructions and transactions
access to actual or simulated case studies
reference to networks, associations and other business opportunities.

Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge.The following examples are appropriate for this unit:
analysis of responses to case studies and scenarios
direct questioning combined with review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate
observation of role plays.

Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.