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Elements and Performance Criteria

  1. Develop understanding of sustainable solutions.
  2. Plan customer communications.
  3. Communicate with customers.
  4. Model sustainable approaches within the business.

Required Skills

Required skills

analytical skills to

review sustainability characteristics of products and services

evaluate cost of service provision

evaluate customer needs and wants

evaluate communication strategies

marketing skills to

identify markets

evaluate and select communication channels

select effective communication messages

communication skills to

build rapport and understanding

clarify and provide feedback

listen to customers needs

respond to complaints effectively and politely

decisionmaking skills to

determine communication vehicles

select communication channels and messages

problemsolving skills to respond to customer needs and resolve product or service concerns

research skills to identify

green characteristics of products and services

customer needs and wants

Required knowledge

method to calculate pay back period to recoup cost of installation of sustainable solutions

environmental and resource hazards

incentives provided for the installation of sustainable solutions

industry quality requirements

marketing ethics

organisational policies and procedures for marketing including brand management and the positioning of the organisation within the market

organisational policies and procedures related to sustainable practices

overview of concepts and models of communication and models of services marketing including Ps and Ps

principles and practices leading to low carbon intensity living

strategies tools and products to support sustainable practices

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

This unit of competency could be assessed by observing at least two instances of the implementation and monitoring of integrated economic social and environmental sustainability policies and procedures in an organisation

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit

In particular the person should demonstrate the ability to

research and identify products and services that support improved sustainability

communicate with customer effectively and develop customer understanding of the purpose and benefits of sustainable living

implement communication and marketing plans effectively

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an offsite context It is to comply with relevant regulatory or Australian standards requirements

Resource implications for assessment include access to

relevant legislation standards and guidelines

workplace documentation and personnel

reports from other parties involved in the process of identifying and implementing improvements

Method of assessment

Assessment methods must

satisfy the endorsed Assessment Guidelines of the Property Services Training Package

include direct observation of tasks in real or simulated work conditions with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments

This unit could be assessed on its own or in combination with other units relevant to the job function

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required This could include access to modified equipment and other physical resources and the provision of appropriate assessment support

Assessment processes and techniques should as far as is practical take into account the language literacy and numeracy capacity of the candidate in relation to the competency being assessed

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.

Sustainable living and sustainability can be broadly defined as having three separate but inter-related components with characteristics including:

economic sustainability, demonstrated by:

cost-effective use of resources

ensuring costs of 'green' solutions are properly accounted for and recovered

growing market share by appealing to socially aware customers

purchasing locally to reduce transport costs

seeking to participate in government schemes that reward or fund sustainable operations

social sustainability, demonstrated by:

building community involvement

communicating benefits of sustainable products and services to customers

purchasing locally and using local and community-based products and services

using 'fair trade' products

environmental sustainability, demonstrated by:

efficient use of resources

eliminating hazardous and toxic materials

identifying strategies to offset or mitigate environmental impacts, such as purchasing carbon credits

making more efficient use of energy

maximising opportunities to re-use and recycle materials

preventing and minimising risks and maximising opportunities, such as use of solar or other alternative forms of energy where appropriate

purchasing renewable energy

reducing emissions of greenhouse gases

reducing use of non-renewable resources

waste reduction.

Key communication messages:

provide clarity and consistency in the communications irrespective of the person delivering the message or the communication channel employed

should:

be concise

be memorable

be persuasive

be simple and jargon free

use language that will appeal to the target audience.

Communication channels may include:

contact protocols and promotional material to support face-to-face meetings with customers

corporate or program identity material, including logos and letterheads

incoming communications approaches, including reception procedures and protocols, and voice mail content

meeting and conference materials

online services, including websites

periodic print publications, including newsletters

presentations and speeches

report formats

signage

special purpose communications collateral.

Communication techniques may include:

face-to-face or telephone contact with customers

non-verbal communication

presenting technical information accurately but in a form that can be understood by the customer

speaking clearly and concisely

using active listening techniques to clarify understanding

using appropriate and clear language.

Customers may include:

those with routine or special requests

internal and external

new or repeat

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.