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. |
Client may be either internal or external and include: | people with routine or special requests people from diverse social and cultural backgrounds regular and new clients, including: business enterprises government agencies members of the public suppliers and manufacturers team members. |
Company requirements may include: | code of ethics company image legal and organisational policies and guidelines legislative and regulatory requirements relevant to work or service function, including: anti-discrimination and equal employment opportunities codes of conduct consumer law environmental law harassment and other laws specific to local government occupational health and safety (OHS) privacy legislation OHS policies, procedures and programs personnel practices and guidelines outlining work roles, responsibilities and delegations quality systems, standards and guidelines staff appearance and presentation. |
Workplace procedures may include: | assignment instructions instructions from colleagues, supervisor and manager personal protective equipment (PPE) requirements reporting and documentation requirements specific client requirements. |
Client contacts may include: | answering telephones face-to-face interactions interactions with team members. |
Client needs may relate to: | accuracy of information advice or general information complaints and suggestions purchase of products and services specific requests. |
Work groups may include: | colleagues line managers supervisors. |
Suggestions and complaints may include: | administrative or financial errors damaged goods service or delivery errors. |
Opportunities to enhance quality of products and services may include procedures for: | allocating appointments communicating with clients delivering products and services responding to complaints or suggestions. |
Commitments may be: | individually negotiated negotiated by team approach. |
Uniform may include: | clothes with a company logo or overalls uniform dependent on climate and seasonal changes. |
Information may be: | contained in: company databases manufacturer specifications and information products or services available, including features and benefits provided verbally provided in written material, such as product brochures. |
Product and service information may include: | features and benefits of products and services range of products and services available supplier information. |
Communication techniques may include: | active listening clear and legible writing giving clients full attention maintaining eye contact in face-to-face interactions non-verbal communication, such as: body language personal presentation in face-to-face interactions open and closed questions verbal communication using: clear and concise speech appropriate language and tone of voice. |
Communication equipment may include: | email facsimile internet and intranet applications paging equipment photocopiers telephones. |