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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Build interpersonal communication strategies
   • Establish database of international clients applying relevant fields
   • Establish and note preferred mode of communication for international clients
   • Take into account the influence of geographic separation in establishing preferred mode of communication with international clients
   • Use a diary of communications with international clients to provide a reminder to facilitate regular contact with international clients
   • Establish a record-keeping strategy for communications with international clients
2. Analyse and identify culturally appropriate communication strategies with clients
   • Identify sources of information relating to culturally appropriate styles of communication for specific cultural groups among international clients
   • Analyse and note, using available information sources, culturally appropriate styles of communication for specific cultural groups among international clients
3. Apply culturally appropriate communication strategies with clients
   • Use preferred client communication styles and modes of communication with international clients
   • Use culturally appropriate verbal and non-verbal communication processes to establish rapport with international clients
   • Use active listening to establish rapport with international clients
   • Investigate and act upon opportunities to offer positive feedback to clients
   • Use open questions to promote two-way communication
   • Identify and act upon potential barriers to effective communication with international clients taking into account cultural influences
   • Ensure communication processes initiated identify client needs, preferences and expectations
4. Maintain and improve relationships with international clients
   • Develop strategies to establish processes for obtaining ongoing feedback from international clients to monitor satisfaction levels using appropriate techniques
   • Use strategies developed to elicit feedback to provide information in a form that can be used to improve relationships with international clients
   • Use feedback obtained to develop and implement strategies to maintain and improve relationships with international clients
   • Review the effectiveness of communication with international clients on a regular basis