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 in the performance criteria is detailed below. Add any 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.
Customers may include: | those with routine or special requests internal or external customerspeople from a range of social, cultural or ethnic backgroundspeople with varying physical and mental abilitiesregular and new customers. |
Customer preferences, needs and expectations may relate to: | company information on servicescontract administrationcurrent and planned property developmentsinformation about leases and leasingproperty characteristics, including:availability of alternative energy sourcesaccessibility for people with disabilitiesenergy efficiencyenergy ratingswater saving devicesproperty operations and policy or management proceduressales and marketing services. |
Organisational requirements may be outlined and reflected in: | access and equity principles and practice guidelinesbusiness and performance planscomplaint and dispute resolution proceduresemergency and evacuation proceduresemployer and employee rights and responsibilities goals, objectives, plans, systems and processeslegal and ethical requirements and codes of practicemission statements and strategic plansOHS policies, procedures and programspolicies and procedures in relation to client servicepolicies and procedures relating to own role and responsibility quality and continuous improvement processes and standardsquality assurance and procedure manualsrecords and information systems and processes. |
Legislative requirements may be outlined and reflected in: | Australian standardscodes of practice, which may cover areas including market sector, industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common lawconsumer protectionenvironmental and zoning laws affecting:access securityaccess and property useenergy efficiencyfreedom of informationhome building requirementslocal regulations and by-lawsprivacy laws applying to owners, contractors and tenantspublic healthquality assurance and certification requirementsrelevant federal, and state or territory legislation that affects organisational operation, including:anti-discrimination and diversityenvironmental issuesEEOindustrial relationsOHSstrata, community and company titlestenancy agreementstrade practices laws and guidelines. |
Communication techniques may include: | active listeningclear, legible writinggiving customers full attentionmaintaining eye contactnon-verbal communication, such as body language and personal presentationspeaking clearly and concisely using appropriate language and tone of voiceusing open and closed questions. |
Limitations may relate to: | job role and responsibilitiesknowledge of serviceslegal responsibilitiesorganisational, industry and national training requirementsown competency level. |
Relevant people may include: | customerscolleagueslegal representativesmembers of industry associationssupervisors. |
Knowledge may include: | features and benefits of products and servicespromotional pamphletsrange of products and servicessupplier informationwritten communications on products and services. |
Organisational policies and procedures may be outlined and reflected in: | business and performance planscomplaint and dispute resolution procedureslegal and ethical requirements and codes of practicemarketing guidelinesOHS policies, procedures and programspolicies and procedures in relation to client servicequality and continuous improvement processes and standards. |
Feedback may be sought from: | customers and legal representativessupervisors and colleagues formal and informal performance appraisalsworkplace assessment. |
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