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.
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Plan negotiation | 1.1 Clarify purpose of negotiation, including content and desired outcomes 1.2 Select approach to take based on analysis of strength and weakness of position, and most appropriate negotiating style 1.3 Identify consequences of not reaching agreement and determine other alternatives 1.4 Collect, analyse and organise all information relevant to negotiation |
2. Conduct negotiation | 2.1 Use effective presentation skills, speaking, listening and questioning techniques to put forward a strong argument to other parties 2.2 Conduct negotiation in a professional manner, including showing respect for those with whom negotiations are conducted 2.3 Use effective techniques for dealing with conflict and breaking deadlocks, where required 2.4 Confirm final position, ensuring agreement and understanding by all parties |
3. Finalise negotiation | 3.1 Accurately document agreement including timelines for agreements to be implemented, if appropriate 3.2 Evaluate outcome of negotiation and decide if further action is required |
Evidence of the ability to:
plan, conduct and finalise negotiations that result in mutually acceptable agreements for negotiating parties
work cooperatively and treat all parties professionally and with respect during all stages of the negotiation
document outcomes of negotiations following organisational procedures.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
identify and describe different negotiating styles
describe the role of presentation skills and questioning techniques in conducting negotiations
outline conflict resolution strategies and techniques that can be used to break deadlocks
describe key features of organisational policy and procedures relating to negotiating outcomes
identify and outline key requirements of relevant legislation and industry codes of conduct that apply to customer service negotiations in financial services work.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
common office equipment, technology, software and consumables
relevant industry codes of conduct and legislation.
Assessors must satisfy NVR/AQTF assessor requirements.