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. |
Client may be either internal or external and include: | people with routine or special requestspeople from diverse social and cultural backgroundsregular and new clients, including:business enterprisesgovernment agenciesmembers of the publicsuppliers and manufacturersteam members. |
Company requirements may include: | code of ethicscompany imagelegal and organisational policies and guidelineslegislative and regulatory requirements relevant to work or service function, including:anti-discrimination and equal employment opportunitiescodes of conductconsumer lawenvironmental lawharassment and other laws specific to local governmentoccupational health and safety (OHS)privacy legislationOHS policies, procedures and programspersonnel practices and guidelines outlining work roles, responsibilities and delegationsquality systems, standards and guidelinesstaff appearance and presentation. |
Workplace procedures may include: | assignment instructionsinstructions from colleagues, supervisor and managerpersonal protective equipment (PPE) requirementsreporting and documentation requirementsspecific client requirements. |
Client contacts may include: | answering telephonesface-to-face interactionsinteractions with team members. |
Client needs may relate to: | accuracy of informationadvice or general informationcomplaints and suggestionspurchase of products and servicesspecific requests. |
Work groups may include: | colleaguesline managerssupervisors. |
Suggestions and complaints may include: | administrative or financial errorsdamaged goodsservice or delivery errors. |
Opportunities to enhance quality of products and services may include procedures for: | allocating appointmentscommunicating with clientsdelivering products and servicesresponding to complaints or suggestions. |
Commitments may be: | individually negotiatednegotiated by team approach. |
Uniform may include: | clothes with a company logo or overallsuniform dependent on climate and seasonal changes. |
Information may be: | contained in:company databasesmanufacturer specifications and informationproducts or services available, including features and benefitsprovided verballyprovided in written material, such as product brochures. |
Product and service information may include: | features and benefits of products and servicesrange of products and services availablesupplier information. |
Communication techniques may include: | active listeningclear and legible writinggiving clients full attentionmaintaining eye contact in face-to-face interactionsnon-verbal communication, such as:body languagepersonal presentation in face-to-face interactionsopen and closed questionsverbal communication using:clear and concise speechappropriate language and tone of voice. |
Communication equipment may include: | emailfacsimileinternet and intranet applicationspaging equipmentphotocopierstelephones. |