This unit of competency supports the work of those involved in maintaining business relationships and professional networks.

Nil

ELEMENT

PERFORMANCE CRITERIA

1Identify relationship and network requirements.

1.1 Relationships and networks required to achieve business goals and objectives are systematically identified.

1.2 Consultative processes are used to identify and verify relationship and network requirements according to organisational requirements.

1.3 Business equipment and technology are used to organise and maintain information for easy access and retrieval according to organisational and legislative requirements.

1.4 Strategies are developed to obtain ongoing feedback to maintain and improve client relationships.

2Establish and maintain client relationships.

2.1 Communication methods are adapted to meet client-preferred communication style.

2.2 Client preferences, needs and expectations are confirmed and clarified using appropriate communication techniques.

2.3 Clear and constructive client advice is provided, detailing service provision outcomes, current needs and future options.

2.4 Feedback from clients and colleagues is used to assess quality of own performance and identify areas for improvement.

3Participate and influence business networks.

3.1 Professional networks and relevant business relationships are maintained to provide identifiable benefits for clients and the organisation.

3.2 Interactions with network members reflect sensitivity to social and cultural differences and individual needs.

3.3 Appropriate negotiation skills are used to promote and encourage participation in a supportive environment for network members.

3.4 Future support and service requirements for network members are identified and addressed in consultation with relevant people.

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills:

communication skills to give and receive feedback, maintain effective relationships and manage conflict

computing skills to access the internet and web pages, prepare and complete online forms, lodge electronic documents and search online databases

evaluation skills to assess benefits of networking and evaluate own work relationships systematically in order to identify new networking opportunities

interpersonal skills to participate in industry events and activities, build professional relationships and relate to people from a range of social, cultural and ethnic backgrounds and varying physical and mental abilities

leadership skills to gain trust and confidence of clients and colleagues

negotiation skills to achieve mutually acceptable outcomes and promote a supportive networking environment

organisational skills to create a database of relevant networks and prioritise networking opportunities.

Required knowledge and understanding:

knowledge of related organisations, agencies and networks

marketing and promotion techniques applicable to the service or organisation

organisational policies, plans and procedures

planning bodies and lines of contact

principles and operations of networks

principles of effective communication, including listening, questioning and non-verbal communication

relevant federal and state or territory legislation and local government regulations related to:

anti-discrimination

consumer protection

environmental issues

equal employment opportunity (EEO)

financial probity

franchise and business structures

industrial relations

OHS

privacy

property sales, leasing and management

techniques for building relationships of trust, including with people from different cultures.

Overview of assessment

This unit of competency could be assessed through practical demonstration of maintaining positive business relationships and active professional networks. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of:

developing and implementing feedback strategies to obtain information from relevant people on ways to improve relationships and delivery of client services

identifying networking requirements through consultation with clients and colleagues

knowledge of organisation's practices, ethical standards and legislative requirements associated with maintaining positive business relationships and active professional networks

maintaining up-to-date computer databases of relevant contacts and associated information

promoting and participating in networks and providing support to network members

selecting appropriate methods and adapting communication styles when communicating with clients.

Context of and specific resources for assessment

Resource implications for assessment include:

access to suitable simulated or real opportunities and resources to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services.

Where applicable, physical resources should include equipment modified for people with disabilities.

Access must be provided to appropriate learning and/or assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.

Validity and sufficiency of evidence require that:

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.

Relationships and networks may include:

committees, including advisory committees

government agencies

internal and external clients

lobby groups

local inter-agency groups

other organisations

professional and occupational associations

project-specific ad hoc consultative or reference groups

specific interest or support groups

suppliers

work teams.

Business goals and objectives may:

be stated or implied by the way the organisation conducts its business, including:

flexibility, responsiveness and financial performance

organisational values and behaviours

people management and interpersonal communication

work procedures

procedures manuals

relate to business planning, marketing and customer service.

Consultative processes may include:

face-to-face meetings

telephone, facsimile and written communication.

Organisational requirements may be outlined and reflected in:

access and equity principles and practice guidelines

business and performance plans

complaint and dispute resolution procedures

goals, objectives, plans, systems and processes

legal and ethical requirements and codes of practice

mission statements and strategic plans

OHS policies, procedures and programs

policies and procedures in relation to client service

quality and continuous improvement processes and standards

quality assurance and procedure manuals.

Business equipment and technology may include:

computers

data storage devices

email

facsimile machines

internet, extranet and intranet

photocopiers

printers

scanners

software applications, such as databases and word applications.

Legislative requirements may be outlined and reflected in:

Australian standards

general duty of care to clients

home building requirements

privacy requirements

relevant federal, and state or territory legislation that affects organisational operation, including:

anti-discrimination and diversity

environmental issues

EEO

industrial relations

OHS

relevant 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 law

strata, community and company titles

tenancy agreements

trade practices laws and guidelines.

Feedback may be sought from:

clients and colleagues

formal and informal performance appraisals

questionnaires

regular meetings

workplace assessment.

Communication techniques may include:

active listening

culturally inclusive and sensitive engagement techniques

questioning to clarify and confirm understanding

seeking feedback

two-way interaction

using language and concepts appropriate to cultural differences

verbal or non-verbal language.

Negotiation skills may include:

collaboration

confidence building

conflict reduction

empathising

solution designing

stress management.

Future support may relate to:

association memberships

conference participation

distribution of materials

individual marketing

maintaining regular contact

seminar attendance.

Unit sector

Property development, sales and management

Property operations and development

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.