Elements and Performance Criteria

Range Statements
The Range Statements provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. The Range Statements relate to the unit as a whole and helps facilitate holistic assessment. In addition, the following variables may be present for this particular unit of competency

RANGE STATEMENT
CATEGORIES
Clients
[all categories]
internal or external
superficial contact
clients with routine special requests
regular and new clients
people from a range of social, cultural or ethnic backgrounds
people with varying physical and mental abilities
people who may be unwell, drug affected and emotionally distressed
Communication techniques
[all categories]
active listening techniques
using open and/or closed questions
speaking clearly and concisely
using appropriate language and tone of voice
giving clients full attention
maintaining eye contact for face-to-face interactions
non-verbal communication - for face-to-face interactions, eg, body language, personal presentation
clear, legible writing
Enterprise policies and procedures
[all categories]
dress/uniform codes
organisational image
code of ethics
staff appearance and presentation
quality systems, standards and guidelines
Environment
[all categories]
face-to-face interactions
telephone enquiries
interactions with team members

Evidence Guide
The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statements

Critical aspects of evidence to be considered
Assessment must confirm sufficient knowledge of communication techniques and organisation's products and services
Assessment of performance should be over a minimum of five (5) client encounters including a variety of clients and enquiries, covering the prescribed number of categories from the Range Statements
Assessment must confirm the ability to apply this knowledge and appropriate techniques to
create a welcoming client environment
create an effective service environment
build a return client base
Interdependent assessment of units
This unit must be assessed after attainment of competency in the following unit(s)
Nil

This unit must be assessed in conjunction with the following unit(s)
Nil

For the purpose of integrated assessment, this unit may be assessed in conjunction with the following unit(s)
Nil
Required knowledge and skills
Required knowledge
State/Territory/Commonwealth legislation, regulations, industry codes of practice, standards and guidelines, procedures and protocols, in regard to meeting and greeting customers
Consumer law, environmental law, Occupational Health and Safety (OH&S), discrimination/equal employment opportunity, harassment and other laws specific to local government, state and federal legislation
Privacy legislation
Codes of Conduct
Relevant product knowledge and organisation standards

Required skills
Language skills which allow for adequate communication with the client
Literacy skills to the level required to acquire the required product knowledge
Numeracy skills to the level required to interpret the client requirements and meet their needs
Resource implications
Physical resources - assessment of this unit of competency requires access to
a real work environment with exposure to a minimum of five (5) real clients, representative of a normal client base
a variety of work related products and services

Human resources - assessment of this unit of competency will require human resources consistent with those outlined in the Assessment Guidelines. That is, assessors (or persons within the assessment team) must
be competent in this unit but preferably be competent in the unit at the level above
be current in their knowledge and understanding of the industry through provision of evidence of professional activity in the relevant area
have attained the mandatory competency requirements for assessors under the Australian Quality Training Framework (AQTF) as specified in Standard 7.3 of the Standards for Registered Training Organisations
Consistency in performance
Due to issues such as the diversity of clients and enquiries, this unit of competency must be assessed over a minimum of five (5) client encounters with a variety of clients and enquiries, in order to ensure consistency of performance over the Range Statements and contexts applicable to creating client relationships
Context for assessment
This unit of competency must be assessed in the context of creating a client relationship with a range of real clients. For validity and reliability the assessment should occur in the workplace. The interactions should be representative of a realistic workday
This unit of competency should be assessed through the observation of processes and procedures, oral and/or written questioning on required knowledge and skills and consideration of required attitudes
Where performance is not directly observed and/or is required to be demonstrated over a "period of time" and/or in a "number of locations", any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons

KEY COMPETENCIES
Collect, Analyse&Organise Information
Communicate Ideas&Information
Plan&Organise Activities
Work with Others&in Teams
Use Mathematical Ideas&Techniques
Solve Problems
Use Technology
2
2
-
2
1
2
2
These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices.
The three levels of performance (1, 2 and 3) denote the level of competency required to perform the task:
Use routine approaches
Select from routine approaches
Establish new approaches
Collecting, analysing and organising information - Developing a client database
Communicating ideas and information - Responding to client enquiries
Planning and organising activities - Not applicable
Working with teams and others - Working with client to meet their needs
Using mathematical ideas and techniques - Tallying quantities for an order
Solving problems - Meeting a clients needs when what they want is not available
Using technology - Operating computer database
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies.