EVIDENCE GUIDE

Assessment of performance requirements in the unit should be undertaken in an industry context. The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competency for the unit. Competency is demonstrated by performance of all stated criteria including the Range Statement applicable to the workplace.

Overview of assessment requirements

To achieve competency in this unit, a person must be able to demonstrate:

the ability to plan, conduct and finalise negotiations that result in mutually acceptable agreements for negotiating parties

Critical aspects of evidence

Evidence required for demonstration of consistent performance:

Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Delivery/relationship to other units:

This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge.

Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

Assessment requirements

Method of assessment:

For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.

Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Context of assessment:

This unit may be assessed at work, in a simulated work environment or a combination of these.

Resources required for assessment:

Assessment of this unit of competence requires access to relevant workplace documentation, policies and procedures, computers and other branch or office equipment.

REQUIRED KNOWLEDGE&SKILLS

Knowledge requirements include:

negotiating techniques

questioning techniques

relevant product knowledge

relevant policy and procedures knowledge

conflict resolution strategies and techniques

relevant legislation and codes of conduct

Skills requirements include:

presenting, speaking and listening skills

questioning skills

interpersonal skills

research skills

organising and planning skills

the ability to analyse information

decision making skills

problem solving

using the organisation's software and office technology

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that will affect performance.

The following variables 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. If bold italicised text is shown in Performance Criteria, details of the text are provided in the Range Statement.

Purpose of the negotiation may include:

settling claims or disputes

terms and conditions of a contract

terms and conditions of employment

payments of fees

roles and responsibilities

Strength may include:

detailed knowledge of products and services

need to comply with legislation, regulations or codes of conduct

morality

industrial relations power

contacts and influence

control of resources

Negotiating style may include:

collaborative

competitive

subordinate

Effective questioning techniques may include:

asking open questions (allow range of answers)

asking closed questions (answer yes or no)

asking reflective questions (allowing the speaker to clarify their answer)

Effective presentation skills may include:

preparing for presentation

presenting facts in a logical sequence

speaking clearly and simply and using appropriate vocabulary

using active listening skills and providing opportunities for feedback

Techniques for breaking deadlocks may include:

restating the position

clarifying the position of both parties

summarising progress to date

deferring the decision

preparing a compromise

calling in a third party