Application
Not applicable.
Prerequisites
Not applicable.
Elements and Performance Criteria
Elements and Performance Criteria | |||
Element | Performance Criteria | ||
1 | Establish contact with clients | 1.1 | Create and maintain a welcoming client environment |
1.2 | Acknowledge and greet clients courteously and politely according to enterprise policies and procedures | ||
1.3 | Communicate with clients in a clear, concise and courteous manner | ||
1.4 | Demonstrate effective communication techniques | ||
1.5 | Establish a rapport/relationship with the client and express a genuine interest in client needs/requirements | ||
1.6 | Create an effective service environment through verbal and non-verbal presentation according to enterprise policies and procedures | ||
2 | Present a positive organisational image | 2.1 | Provide information to the public to maintain organisation's image and accountability |
2.2 | Establish and maintain professional ethics to enhance client commitment and build return client base | ||
2.3 | Demonstrate actions that are in keeping with the required organisational image |
Required Skills
Not applicable.
Evidence Required
The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statements |
Critical aspects of evidence to be considered | Assessment must confirm sufficient knowledge of communication techniques and organisation's products and services Assessment of performance should be over a minimum of five (5) client encounters including a variety of clients and enquiries, covering the prescribed number of categories from the Range Statements Assessment must confirm the ability to apply this knowledge and appropriate techniques to create a welcoming client environment create an effective service environment build a return client base |
Interdependent assessment of units | This unit must be assessed after attainment of competency in the following unit(s) Nil This unit must be assessed in conjunction with the following unit(s) Nil For the purpose of integrated assessment, this unit may be assessed in conjunction with the following unit(s) Nil |
Required knowledge and skills | Required knowledge State/Territory/Commonwealth legislation, regulations, industry codes of practice, standards and guidelines, procedures and protocols, in regard to meeting and greeting customers Consumer law, environmental law, Occupational Health and Safety (OH&S), discrimination/equal employment opportunity, harassment and other laws specific to local government, state and federal legislation Privacy legislation Codes of Conduct Relevant product knowledge and organisation standards Required skills Language skills which allow for adequate communication with the client Literacy skills to the level required to acquire the required product knowledge Numeracy skills to the level required to interpret the client requirements and meet their needs |
Resource implications | Physical resources - assessment of this unit of competency requires access to a real work environment with exposure to a minimum of five (5) real clients, representative of a normal client base a variety of work related products and services Human resources - assessment of this unit of competency will require human resources consistent with those outlined in the Assessment Guidelines. That is, assessors (or persons within the assessment team) must be competent in this unit but preferably be competent in the unit at the level above be current in their knowledge and understanding of the industry through provision of evidence of professional activity in the relevant area have attained the mandatory competency requirements for assessors under the Australian Quality Training Framework (AQTF) as specified in Standard 7.3 of the Standards for Registered Training Organisations |
Consistency in performance | Due to issues such as the diversity of clients and enquiries, this unit of competency must be assessed over a minimum of five (5) client encounters with a variety of clients and enquiries, in order to ensure consistency of performance over the Range Statements and contexts applicable to creating client relationships |
Context for assessment | This unit of competency must be assessed in the context of creating a client relationship with a range of real clients. For validity and reliability the assessment should occur in the workplace. The interactions should be representative of a realistic workday This unit of competency should be assessed through the observation of processes and procedures, oral and/or written questioning on required knowledge and skills and consideration of required attitudes Where performance is not directly observed and/or is required to be demonstrated over a "period of time" and/or in a "number of locations", any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons |
KEY COMPETENCIES | ||||||
Collect, Analyse&Organise Information | Communicate Ideas&Information | Plan&Organise Activities | Work with Others&in Teams | Use Mathematical Ideas&Techniques | Solve Problems | Use Technology |
2 | 2 | - | 2 | 1 | 2 | 2 |
These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices. The three levels of performance (1, 2 and 3) denote the level of competency required to perform the task: Use routine approaches Select from routine approaches Establish new approaches Collecting, analysing and organising information - Developing a client database Communicating ideas and information - Responding to client enquiries Planning and organising activities - Not applicable Working with teams and others - Working with client to meet their needs Using mathematical ideas and techniques - Tallying quantities for an order Solving problems - Meeting a clients needs when what they want is not available Using technology - Operating computer database Please refer to the Assessment Guidelines for advice on how to use the Key Competencies. |
Range Statement
Range Statements The Range Statements provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. The Range Statements relate to the unit as a whole and helps facilitate holistic assessment. In addition, the following variables may be present for this particular unit of competency |
CATEGORIES | |
Clients | [all categories] internal or external superficial contact clients with routine special requests regular and new clients people from a range of social, cultural or ethnic backgrounds people with varying physical and mental abilities people who may be unwell, drug affected and emotionally distressed |
Communication techniques | [all categories] active listening techniques using open and/or closed questions speaking clearly and concisely using appropriate language and tone of voice giving clients full attention maintaining eye contact for face-to-face interactions non-verbal communication - for face-to-face interactions, eg, body language, personal presentation clear, legible writing |
Enterprise policies and procedures | [all categories] dress/uniform codes organisational image code of ethics staff appearance and presentation quality systems, standards and guidelines |
Environment | [all categories] face-to-face interactions telephone enquiries interactions with team members |
Sectors
Not applicable.
Employability Skills
Not applicable.
Licensing Information
Not applicable.