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Elements and Performance Criteria

  1. Implement culturally appropriate interpersonal communication with clients
  2. Implement client relationship strategy
  3. Monitor and improve client relationship strategy

Required Skills

Required skills

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

communication skills to seek and use feedback to improve current practice

literacy skills to maintain records of client interactions

problemsolving skills to address issues arising in communicating with international clients

Required knowledge

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

World Trade Organization determinations

cultural awareness relevant to international clients

application of an organisational client relationship strategy

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

identifying and using culturally appropriate communication styles across a range of clients

ensuring client interactions are in line with relationship strategy and contribute to business performance

monitoring performance to make improvements to processes and practices

knowledge of cultural awareness relevant to international clients

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 relevant workplace documents

access to feedback from clients

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

review of records maintained about client interactions

analysis of responses to case studies and scenarios

observation of interpersonal interaction with clients and business network members

oral or written questioning to assess knowledge of relevant Australian international and local legislation

assessment of actions taken to address issues and problems identified in implementing the client relationship strategy with international clients

Guidance information for assessment

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

communication units or other international business 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.

Advice may be sought from:

academic publications and personnel

advice provided by Austrade and state/territory government agencies, chambers of commerce

manager, supervisor or relevant specialist staff

trade and business publications

workplace documents

Culturally appropriate interpersonal communication styles may include:

choice of medium for communication

culturally determined notions of polite behaviour

distance between communicating parties in face-to-face meetings

eye contact

forms of address

voice tone

Feedback may be obtained from:

advisors within Austrade and state/territory government agencies, chambers of commerce

demographic data

external advisors or experts

government sponsored trade missions

international clients

international trade directories

manager or supervisor

Processes and practices may include:

cycle of telephone contacts

invitations to events and demonstrations

newsletters

samples provided to clients

visits to clients by organisation's representatives or self

written correspondence via letter, email, fax

Actions may include:

interventions by self and colleagues

referral to manager

seeking external advice

Records may include:

client management software

diary entries or logbooks

notes of conversations, discussions

written correspondence

Quality and effectiveness may include:

contributions to business activity through interactions

cultural appropriateness of interactions

frequency of interaction

meeting expectations of clients

other indicators set within the organisation and documented processes and practices to evaluate the effectiveness of interactions

Relevant personnel may include:

chief executive officer of organisation, board of directors

manager or supervisor

marketing manager