This unit applies to those requiring communication and networking skills to develop and consolidate relationships with people in a range of sectors in order to build continuing relationships and ongoing business opportunities.

ELEMENT

PERFORMANCE CRITERIA

1. Develop professional relationships

1.1. Conduct dealings with clients, professionals, and other third parties professionally and in accordance with the organisation's policies and procedures and legislative, regulatory and professional codes of practice

1.2. Comply with organisation's social, business and ethical standards to develop and maintain positive relationships

1.3. Deal with colleagues, clients and other parties in a competent manner and with regard to confidentiality

1.4. Adjust interpersonal styles and methods to the needs and situations of other parties

2. Build and maintain business networks and relationships

2.1. Develop and maintain business and professional networks and other relationships to benefit the organisation

2.2. Use business and professional networks to identify and cultivate relationships in order to promote and market the organisation

2.3. Collaborate with other professionals and third parties to expand and enhance the reputation of the organisation and to identify new and improved business practices

3. Nurture relationships and build on referral business for the long term

3.1. Follow up referral business through appropriate communication channels to find and secure new business relationships

3.2. Identify referral needs quickly and provide information about relevant products and services

3.3. Refer information and ideas about referral business to designated individuals with a view to nurturing ongoing business relationships

Required skills

communication skills to communicate effectively verbally and in writing with a variety of people of diverse backgrounds

interpersonal skills to demonstrate networking and relationship-building techniques

self-management skills to set goals in terms of:

number of clients or customers to contact

developing new relationships

maintaining existing relationships

technology skills to:

access and maintain database systems

use custom-made software to track contact with clients and professionals, and third-party referrals

literacy skills to:

write reports and letters

use promotional and marketing tools and techniques

Required knowledge

local and international economic environment and trends

marketing and public relations tools and media

relevant legislation and regulations

negotiation and communication principles

information sources to identify relevant associations, conferences and other relationship building opportunities

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.

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.

Unit sector

Communication - interpersonal communication

This unit contains employability skills.