Application
This unit describes the skills and knowledge required to implement a defined organisational strategy for developing international client relationships, marketing plans and marketing strategies for specified international target market.
It applies to individuals working with minimal supervision but with the support and assistance of a more senior person within the organisation.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Implement culturally appropriate interpersonal communication with clients | 1.1 Seek advice on culturally appropriate interpersonal communication styles to use with international clients 1.2 Use culturally appropriate interpersonal communication styles with international clients 1.3 Seek feedback on appropriateness of communication style 1.4 Make changes to communication style as a result of feedback |
2. Implement client relationship strategy | 2.1 Seek clarification of details of the existing organisational client relationship strategy as required 2.2 Determine processes and practices to implement the client relationship strategy with international clients 2.3 Implement the client relationship strategy with international clients 2.4 Identify issues and problems arising in implementing the client relationship strategy with international clients and take actions to address these issues |
3. Monitor and improve client relationship strategy | 3.1 Maintain records of client interactions according to organisational procedures 3.2 Seek feedback on quality and effectiveness of interactions with international clients 3.3 Identify and receive feedback on areas of improvement in international client interactions from monitoring processes 3.4 Make suggestions for changes in the organisation’s client interaction strategy to relevant personnel 3.5 Implement areas of improvement to processes and practices associated with the client relationship strategy 3.6 Monitor changes made to processes and practices associated with the client relationship strategy for quality and effectiveness of interactions with international clients |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 2.1, 2.2, 2.3, 3.1 | Integrates information and ideas from a range of sources and critically analyses data to determine and maintain effective engagement methods and strategies |
Writing | 1.1, 1.2, 1.3, 2.1-2.4, 3.1-3.5 | Requests information using clear and detailed language in a format appropriate to audience and purpose Records details accurately, using industry-specific language in format required by the organisation |
Oral Communication | 1.1-1.4, 2.1, 2.3, 2.4, 3.1-3.4 | Engages with others using culturally appropriate language and non-verbal features Uses active listening and questioning techniques to confirm understanding |
Navigate the world of work | 2.1, 2.4, 3.1, 3.4 | Understands own role in contributing to organisational strategic direction Complies with organisational policies and objectives |
Interact with others | 1.1, 1.3, 2.1, 2.4, 3.2, 3.3, 3.4 | Uses a range of strategies to establish a sense of connection and build rapport with others Identifies and explores differences in a diverse range of people in the work context and makes adjustments to communication in recognition of these differences |
Get the work done | 1.1, 1.3, 1.4, 2.1-2.4, 3.1-3.6 | Takes responsibility for planning, sequencing and prioritising tasks for efficient and effective outcomes Uses analytical processes to identify problems, gather relevant information, evaluate options and determine solutions |
Sectors
Business Development – International Business