- BSBREL501A - Build international client relationships
Assessor Resource
BSBREL501A
Build international client relationships
Assessment tool
Version 1.0
Issue Date: April 2024
This unit applies to individuals with managerial responsibility for building, maintaining and improving effective relationships with international clients including building interpersonal communication strategies. This managerial responsibility also includes analysing, identifying and applying culturally appropriate communication strategies with these clients.
This unit describes the performance outcomes, skills and knowledge required to build effective international client relationships.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)
Employability Skills
This unit contains employability skills.
Evidence Required
List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
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 following is essential: building, maintenance and improvement of relationships with international clients over time processes used to analyse, identify and apply culturally appropriate communication strategies with international clients knowledge of characteristics of specific cultural groups. |
Context of and specific resources for assessment | Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to workplace documents and records. |
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 presentations observation of techniques used to gather market intelligence oral or written questioning to assess knowledge of principles of communication theory, especially cross-cultural communication review of communications diary with international clients assessment of analysis and noting of culturally appropriate styles of communication for specific cultural groups among international clients evaluation of strategies developed to establish processes for obtaining ongoing feedback from international clients. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: BSBREL502A Build international business networks. |
Submission Requirements
List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here
Assessment task 1: [title] Due date:
(add new lines for each of the assessment tasks)
Assessment Tasks
Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
|
Required skills |
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities interpersonal skills to establish rapport, build relationships with others and demonstrate empathy in a cross-cultural context technology skills to use a range of software to record details about international client relationships formed. |
Required knowledge |
characteristics of specific cultural groups identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Trade Practices Act principles of communication theory, especially cross-cultural communication range of products or services marketed by business in international settings range of software programs to be used in financial reporting activities sources of information about relevant cultural groups. |
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. | |
Fields may include: | contact details (addresses, phone, fax, email, mobile) cycle for contact names of individuals and their companies notes on preferred communication style preferred mode of communication records of communications title/job role |
Mode of communication may include: | fax letter phone visit |
Geographic separation may include: | differences in time zones lack of opportunities for face-to-face contact |
Diary formats may include: | electronic linked to database of international clients paper-based |
Sources of information may include: | academic publications and personnel advice provided by Austrade and state/territory government agencies, chambers of commerce staff within own organisation from same cultural group as international clients trade and business publications |
Culturally appropriate styles of communication may include: | differences in assertiveness across cultures and individuals distance between communicating parties eye contact forms of address used for names voice tone |
Barriers may include: | cultural differences educational differences non-verbal communication not listening actively organisational physical, personal, and age differences stereotypes voice modulation and articulation word choice |
Appropriate techniques may include: | letter survey instruments telephone |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist
| Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice | Yes | No | Comments/feedback |
|---|---|---|---|
| Establish database of international clients with relevant fields | |||
| Establish and note preferred mode of communication for communicating with international clients | |||
| Take into account the influence of geographic separation in establishing preferred mode of communication with international clients | |||
| Use a diary of communications with international clients to provide reminder to facilitate regular contact with international clients | |||
| Establish a record keeping strategy for communications with international clients | |||
| Identify sources of information relating to culturally appropriate styles of communication for specific cultural groups among international clients | |||
| Analyse and note, using available information sources, culturally appropriate styles of communication for specific cultural groups among international clients | |||
| Use preferred client communication styles and modes of communication in communications with international clients | |||
| Use culturally appropriate verbal and non-verbal communication processes to establish rapport with international clients | |||
| Use active listening to establish rapport with international clients | |||
| Investigate and act upon opportunities to offer positive feedback to clients | |||
| Use open questions to promote two-way communication | |||
| Identify and act upon potential barriers to effective communication with international clients including those that are influenced by culture | |||
| Ensure communication processes initiated identify client needs, preferences and expectations | |||
| Develop strategies to establish processes for obtaining ongoing feedback from international clients to monitor satisfaction levels using appropriate techniques | |||
| Use strategies developed to elicit feedback to provide information in a form that can be used to improve relationships with international clients | |||
| Use feedback obtained to develop and implement strategies to maintain and improve relationships with international clients | |||
| Review the effectiveness of communication with international clients on a regular basis |
Forms
Assessment Cover Sheet
BSBREL501A - Build international client relationships
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Assessment Record Sheet
BSBREL501A - Build international client relationships
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Assessment task 1: [title] Result: Competent Not yet competent
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Feedback to student:
Overall assessment result: Competent Not yet competent
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