Required skills

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

interpersonal skills to establish rapport build relationships with others and demonstrate empathy in a crosscultural context

technology skills to use a range of software to record details about international client relationships formed

Required knowledge

characteristics of specific cultural groups

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

principles of communication theory especially crosscultural communication

range of products or services marketed by business in international settings

range of software programs to be used in financial reporting activities

sources of information about relevant cultural groups

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

building maintenance and improvement of relationships with international clients over time

processes used to analyse identify and apply culturally appropriate communication strategies with international clients

knowledge of characteristics of specific cultural groups

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 workplace documents and records

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

analysis of responses to case studies and scenarios

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

observation of presentations

observation of techniques used to gather market intelligence

oral or written questioning to assess knowledge of principles of communication theory especially crosscultural communication

review of communications diary with international clients

assessment of analysis and noting of culturally appropriate styles of communication for specific cultural groups among international clients

evaluation of strategies developed to establish processes for obtaining ongoing feedback from international clients

Guidance information for assessment

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

BSBRELA Build international business networks

BSBREL502A Build international business networks.

Fields may include:

Mode of communication may include:

Geographic separation may include:

Diary formats may include:

Sources of information may include:

Culturally appropriate styles of communication may include:

Barriers may include:

Appropriate techniques may include: