Elements and Performance Criteria
- Deal with complex enquiries/ complaints
- Relationship with the client is established by displaying empathy towards client needs, and the nature of complaint/enquiry is established by listening, questioning and confirming.
- Complaint/enquiry is recorded accurately in simple language, and verified with the client to ensure it has been recorded correctly.
- Documentation to support complaint/enquiry is obtained if required.
- Action available under organisational policies is identified, and procedures to respond to and resolve complaint/enquiry are followed/authorised.
- Complaints/enquiries that require referral to other personnel or external organisations are identified and referred in accordance with organisational policy and procedures.
- Client is informed of action taken to resolve/refer the complaint/enquiry and a record logged in accordance with organisational procedures.
- Give directions
- Ethical, lawful and reasonable directions are given to others, and staff are protected from reprisals for refusing directions to act unethically.
- Directions are relayed in a clear, concise manner appropriate to the receiver.
- Questioning and listening skills are used to confirm understanding of directions.
- Problems in directions being implemented are resolved promptly or referred in accordance with organisational policy and procedures.
- Feedback is provided on implementation in accordance with organisational requirements.
- Manage meetings
- Purpose of each meeting is clarified and the agenda developed in consultation with participants, in line with the purpose.
- The procedure for each meeting and the style of chairing/facilitating are selected in accordance with the meeting's purpose and the participants.
- Meetings are chaired in accordance with organisational requirements, agreed conventions for the type of meeting and legal and ethical requirements.
- Meetings are conducted to ensure they are focused on the objectives of the meeting and are time efficient.
- Meetings are facilitated to enable participation, discussion, problem solving and resolution of issues by all those present.
- Decisions and recommendations are summarised succinctly, checked for accuracy and recorded as required.
- Make presentations
- Presentations are made to a range of audiences in accordance with organisational requirements.
- Presentations are structured logically and contain relevant information/content to meet the purpose of the presentation.
- Supporting materials and presentation aids are selected, created and organised to enhance audience understanding of key concepts and ideas.
- Presentation strategies are chosen and used to match the characteristics of the target audience, the location, the resources and the personnel needed.
- Effectiveness of the presentation is evaluated formally and informally for the purpose of continuously improving future presentations.