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 in the performance criteria is detailed below. Add any 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.
Conflict or dispute situations may include: | accidents resulting in injuryarguments and disagreementsconflict or disputes between staff and members of the publicdestruction of propertyejection of personspersons suffering from emotional distress or mental illnesspersons under the influence of intoxicating substancespersons with criminal intentrefusal to follow directions and guidanceriots and demonstrationssituations affecting the security of self, others or property. |
Organisational requirements may be outlined and reflected in: | access and equity principles and practice guidelinesbusiness and performance planscomplaint and dispute resolution proceduresgoals, objectives, plans, systems and processeslegal and ethical requirements and codes of practicemission statements and strategic plansOHS policies, procedures and programspolicies and procedures in relation to client service |
| quality and continuous improvement processes and standardsquality assurance and procedure manuals. |
Legislative requirements may be outlined and reflected in: | Australian Securities and Investments Commission, Australian Competition and Consumer Commission, and Foreign Investment Review Board requirementsAustralian standardsfederal and state taxation requirementsconsumer protection laws and guidelinescourt and tribunal precedentsenvironmental and zoning laws affecting access security, access and property usefreedom of informationhome building requirementslicensing requirementsprivacy and confidentiality requirements and laws applying to owners, contractors and tenantspublic healthquality assurance and certification requirementsrelevant common lawrelevant federal, and state or territory legislation and regulations affecting organisational operation, including:anti-discrimination and diversityenvironmental issuesEEOindustrial relationsOHSrelevant industry codes of practice covering the market sector and industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common lawrelevant local government policies and regulations strata, community and company titlestenancy agreementstrade practices laws and guidelines. |
Communication techniques may include: | active listening clear, legible writinggiving customers full attention maintaining eye contactnon-verbal communication, including body language and personal presentationspeaking clearly and conciselyusing appropriate language and tone of voiceusing open and closed questions. |
Specialist advice may be sought from: | clientscolleaguescounsellorsemergency personnelhealth and safety personnellegal representativesmembers of industry associationssupervisors. |
Negotiation techniques should include: | control of tone of voice and body languagedemonstrating flexibility and willingness to negotiateusing positive, confident and cooperative languageusing clear presentation of options and consequencesusing language and concepts appropriate to the people involvedusing strategic questioning and listening to gather information and direct the focus of people involvedusing summarising of positions and agreements to move understanding. |
Social and cultural differences may be expressed in: | beliefs, values and practicesconventions of gender and sexualitycultural stereotypesdressfood and dietreligious and spiritual observancessocial conventionstraditional practices and observationsverbal and non-verbal language. |
Clients may include: | building supervisorscompany managementfund managersfund providersgovernment and legal instruments or agenciesinstitutionsinsurersinternal and external property groupsowner-occupiersprivate investorsproperty agentsproperty ownersstrata companiestenants. |
Contingency measures may include: | counsellingcultural supportdefusing strategiesfirst aidinterventionmediationselecting alternative actions that may require use of force within legal requirementsseparation or isolation of source of conflictspecial watchspecialists and experts. |
Business equipment and technology may include: | computersdata storage devicesemailfacsimile machinesinternet, extranet and intranetphotocopiersprintersscannerssoftware applications, such as databases and word applications. |
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