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Elements and Performance Criteria

  1. Develop and maintain business networks
  2. Establish and maintain business relationships
  3. Promote the organisation

Evidence Required

The Evidence Guide identifies the critical aspects underpinning 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 Statement

Critical Aspects of Evidence

Negotiating solutions between groups and individuals

Identifying opportunities for networking

Presenting information in a variety of formats to a range of audiences

Establishing creating and participating in networks

Maintaining records of relevant contacts

Evaluating promotional strategies

Underpinning Knowledge

At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

The relevant legislation from all levels of government that affects business operation especially in regard to Occupational Health and Safety and environmental issues equal opportunity industrial relations and antidiscrimination

Knowledge of the organisations policies plans and procedures

Principles of effective communication in relation to listening questioning and nonverbal communication

Techniques for building relationships of trust including with people from different cultures

Understanding the techniques for facilitating mutually acceptable outcomes

Methods and techniques to prepare and present information to promote the organisation

Knowledge of related organisations and agencies and networks

Understanding the principles and operations of networks

Underpinning Skills

Literacy skills to read and understand a variety of texts prepare general information and papers according to target audience spell with accuracy use grammar and punctuation effectively as an aid to understanding

Proofreading and editing skills to ensure clarity of meaning and conformity to organisational requirements check for accuracy and consistency of information

Communication skills including receiving feedback and reporting maintaining effective relationships and conflict management

Evaluation skills for assessing outcomes

Problem solving skills to manage contingencies

Negotiation skills to achieve mutually acceptable outcomes

Leadership skills to gain trust and confidence of clients and colleagues

Networking skills to participate with other groups and agencies

Ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Contexts of Assessment

Competency is demonstrated by performance of all stated criteria including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting analysing and organising information Level about contacts directories and databases

Communicating ideas and information Level to relevant networks

Planning and organising activities Level to promote the organisation

Working with teams and others Level in completing scheduled tasks

Using mathematical ideas and techniques Level as an aid to measure and schedule tasks

Solving problems Level to gather and convey information

Using technology Level to prepare written correspondence

The Evidence Guide identifies the critical aspects underpinning 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 Statement

Critical Aspects of Evidence

Negotiating solutions between groups and individuals

Identifying opportunities for networking

Presenting information in a variety of formats to a range of audiences

Establishing creating and participating in networks

Maintaining records of relevant contacts

Evaluating promotional strategies

Underpinning Knowledge

At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts

The relevant legislation from all levels of government that affects business operation especially in regard to Occupational Health and Safety and environmental issues equal opportunity industrial relations and antidiscrimination

Knowledge of the organisations policies plans and procedures

Principles of effective communication in relation to listening questioning and nonverbal communication

Techniques for building relationships of trust including with people from different cultures

Understanding the techniques for facilitating mutually acceptable outcomes

Methods and techniques to prepare and present information to promote the organisation

Knowledge of related organisations and agencies and networks

Understanding the principles and operations of networks

Underpinning Skills

Literacy skills to read and understand a variety of texts prepare general information and papers according to target audience spell with accuracy use grammar and punctuation effectively as an aid to understanding

Proofreading and editing skills to ensure clarity of meaning and conformity to organisational requirements check for accuracy and consistency of information

Communication skills including receiving feedback and reporting maintaining effective relationships and conflict management

Evaluation skills for assessing outcomes

Problem solving skills to manage contingencies

Negotiation skills to achieve mutually acceptable outcomes

Leadership skills to gain trust and confidence of clients and colleagues

Networking skills to participate with other groups and agencies

Ability to relate to people from a range of social cultural and ethnic backgrounds and physical and mental abilities

Resource Implications

The learner and trainer should have access to appropriate documentation and resources normally used in the workplace

Consistency of Performance

In order to achieve consistency of performance evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations

Contexts of Assessment

Competency is demonstrated by performance of all stated criteria including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide and within the scope as defined by the Range Statement

Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package

Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment

Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level Refer to the Key Competency Levels at the end of this unit

Key Competency Levels

Collecting analysing and organising information Level about contacts directories and databases

Communicating ideas and information Level to relevant networks

Planning and organising activities Level to promote the organisation

Working with teams and others Level in completing scheduled tasks

Using mathematical ideas and techniques Level as an aid to measure and schedule tasks

Solving problems Level to gather and convey information

Using technology Level to prepare written correspondence


Range Statement

The Range Statement provides advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

They may use legislation, codes and national standards relevant to the workplace including:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Organisational requirements may be included in:

quality assurances and/or procedures manuals

goals, objectives, plans, systems and processes

legal and organisational policy/guidelines and requirements

access and equity principles and practice

ethical standards

Occupational Health and Safety policies, procedures and programs

quality and continuous improvement processes and standards

defined resource parameters

marketing plan

Negotiation skills may include:

assertiveness

collaboration

solution designing

confidence building

conflict reduction

stress management

empathising

Network strategies may include:

conference participation

seminar attendance

association memberships

maintain regular contact

individual marketing

distribution of materials

Professional networks and associations may include:

work team

suppliers

other organisations

committees

internal/external customers

government agencies

professional/occupational associations

project specific ad hoc consultative/reference groups

advisory committees

lobby groups

local inter-agency groups

specific interest or support groups

Feedback on ways to improve promotional activities may include:

accuracy and sufficiency of information

benefits to organisation

impact of message

use of media

liaison with networks

appropriateness of audience

participation of competitors

The Range Statement provides advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

They may use legislation, codes and national standards relevant to the workplace including:

award and enterprise agreements and relevant industrial instruments

relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination

relevant industry codes of practice

Organisational requirements may be included in:

quality assurances and/or procedures manuals

goals, objectives, plans, systems and processes

legal and organisational policy/guidelines and requirements

access and equity principles and practice

ethical standards

Occupational Health and Safety policies, procedures and programs

quality and continuous improvement processes and standards

defined resource parameters

marketing plan

Negotiation skills may include:

assertiveness

collaboration

solution designing

confidence building

conflict reduction

stress management

empathising

Network strategies may include:

conference participation

seminar attendance

association memberships

maintain regular contact

individual marketing

distribution of materials

Professional networks and associations may include:

work team

suppliers

other organisations

committees

internal/external customers

government agencies

professional/occupational associations

project specific ad hoc consultative/reference groups

advisory committees

lobby groups

local inter-agency groups

specific interest or support groups

Feedback on ways to improve promotional activities may include:

accuracy and sufficiency of information

benefits to organisation

impact of message

use of media

liaison with networks

appropriateness of audience

participation of competitors