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Elements and Performance Criteria

  1. Develop strategies to identify potential clients
  2. Initiate relationship with potential clients
  3. Manage client relationship
  4. Utilise networks to expand client base

Required Skills

Required skills

communication skills to establish and maintain effective business relationships with potential and current clients

consultative and negotiation skills to persuade clients to use the services provided by the organisation

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

presentation skills to promote organisations services to potential and current clients

sales and marketing skills to promote organisations services and to generate leads

Required knowledge

economic social and industry trends affecting employment levels

key provisions of relevant legislation from all forms of government that affects business operations codes of practice and national standards such as

occupational health and safety OHS

equal employment opportunity EEO

racial discrimination

industrial relations

privacy laws

freedom of information legislation

disability discrimination legislation

methods to attract new clients

principles of equal opportunity equity diversity and antidiscrimination

range of organisational products and services

relevant stateterritory and federal industrial relations systems

Evidence Required

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

strategies developed for gaining new clients

establishment and maintenance of relationships with clients

expansion of client base using client networks

knowledge of relevant legislation

Context of and specific resources for assessment

Assessment must ensure

access to an actual workplace or simulated environment

access to office equipment and resources

examples of workplace documents used in employment services agencies

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

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

observation of presentations to potential or existing clients

oral or written questioning

review of marketing and promotional plans developed to target potential clients

review of communication strategies developed to effectively liaise with potential clients

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

other workforce development units


Range Statement

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.

Clients may include:

organisations or enterprises seeking to employ individuals through an employment services agency

Marketing plans may include:

business-to-business marketing

direct marketing

ideas marketing

marketing of goods

services marketing

telemarketing

Promotion plans may include:

impersonal promotion such as advertising and sales promotion

personal promotion such as face-to-face selling

Prospecting methods may include:

brokers

cold canvassing

direct mail

internet and databases

intra-organisation leads and referrals

media advertising and telemarketing

networks

newspapers, journals and magazines

spotters and brokers

Communication strategies may include:

electronic

face-to-face

telephone

written

Networks may include:

business

formal

groups

informal

organisations

personal

professional