Elements and Performance Criteria

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.
Effective communication strategies may include:
active listening
being non-judgemental
empathy
exploring problems
expressing an individual perspective
providing sufficient time for questions and responses
providing summarising and reflective responses in conflict situations
using appropriate words, behaviour, posture and tone
using clarifying and summarising questions
using clear and concise language
using culturally appropriate communication
using plain English
using verbal and non-verbal communication.
Client may include:
building professionals
end users of residence
tradespeople.
Thermal efficiency features may include:
construction materials
draught proofing
floor coverings
glazing
insulation levels
landscaping and planting
orientation
passive heating and cooling
shade
skylights
thermal mass
ventilation
window coverings
window size, location and type
zoning and layout.
Influences that impact on client attitudes may include:
advertising
age and gender
cost
education level
employment status
government funding
lifestyle
media
past experience
perceptions of:
benefits and limitations
impact on lifestyle
political and social leanings
socio-economic status
training
use of dwelling
views of others:
colleagues
family
friends
peers
significant others.
Barriers may include:
apathy
cost
expectations of high-consumption lifestyle
inaccurate and inadequate information
lack of engagement
lack of support from others
lack of time
medical needs
negative perceptions
past experience
poor communication
powerlessness
suitability of measures and property features to client needs.
Information needs may include:
benefits of thermal efficiency features:
contribution to improved environment
lifestyle
lower energy bills
reduced carbon footprint
reduced energy consumption
thermal efficiency features of residence
work practices.
Practices and behaviours may include:
accurate specification of thermal efficient materials and provision of advice to tradespeople and end users on thermal efficiency features of building by building professionals
use of residence by end users that maximises benefits of the thermal efficiency installations
work practices of tradespeople.
Follow-up services may include:
positive feedback and reinforcement
provision of information
review of strategies for reducing energy use
support and mentoring
tactics to deal with relapse.

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
This unit of competency could be assessed by candidates educating a client about the ways of maximising the effectiveness of the thermal efficiency features of a residential building. This would involve assessing client awareness of the thermal efficiency features of buildings, educating clients about these features, and providing follow-up services.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person should demonstrate the ability to:
apply effective communication and interpersonal skills to build rapport with clients
assess clients’ awareness of thermal efficiency features of their residenceand ways of maximising the effectiveness of those features
explain to clients how their practices and behaviours impact on the effectiveness of thethermal efficiency features of their residence
educate clients about thermal efficiency features of their residence, including promoting client practices and behaviours that encourage effective use of the energy-efficient features of their residence
provide clients with follow-up services.
Context of and specific resources for assessment
Assessment of this unit:
must be in the context of the work environment
may be conducted in an off-site context, provided it is realistic and sufficiently rigorous to cover all aspects of workplace performance, including task skills, task management skills, contingency management skills and job role environment skills
must meet relevant compliance requirements.
Resource implications for assessment include:
relevant codes, standards and government regulations
access to clients
computer equipment suitable for generating reports
technical reference library with current publications on behaviour change, thermal efficiency, communication strategies, and consulting models and strategies.
Method of assessment
Assessment for this unit must verify the practical application of the required skills and knowledge, using one or more of the following methods:
written and/or oral assessment
observed, documented and/or first-hand testimonial evidence of the candidate educating a client about the ways of maximising the effectiveness of the thermal efficiency features of a residential building.
Guidance information for assessment
This unit could be assessed on its own or in combination with other units relevant to the job function.
Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.
Assessment processes and techniques should, as far as is practical, take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.