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Elements and Performance Criteria

Required Skills

This section describes the essential skills and knowledge and their level required for this unit

Required skills

ability to communicate and relate to a range of people from diverse social economic and cultural backgrounds and with varying physical and mental abilities

analytical skills to identify and clarify client needs preferences and requirements

application of risk management strategies associated with handling initial enquiries from clients

computing skills to access agency databases send and receive emails and complete standard forms online

decision making and problem solving skills to apply ethical standards and deal with client complaints and problems

literacy skills to access and interpret a variety of texts including agency policy and procedures record appointment details take notes for files and complete standard forms

numeracy skills to perform basic calculations associated with the scheduling of appointments and meetings

planning organising and scheduling skills to make appointments for clients

research skills to identify and locate information on agency database and printed information held by industry and community groups

use of telephone systems

Required knowledge and understanding

agency record keeping requirements

agency client service goals and objectives

agency services including

features and benefits

client complaints and problems including

strategies for resolving conflicts

client database

client needs preferences and requirements

effective communication including principles of and barriers to effective communication

ethical standards including

confidentiality

relevant federal and state or territory legislation and local government regulations relating to

antidiscrimination and equal employment opportunity

consumer protection

environmental issues

financial probity

franchises and business structure

industrial relations

property sales leasing and management

risks and risk management strategies

software applications including

word processing

types of clients

work organisation techniques including

prioritising workload to deal effectively with clients and enquiries

preparing information

timing and scheduling of appointments

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this Training Package

Overview of assessment

This unit of competency could be assessed through practical demonstration of establishing rapport with a client handling an initial client enquiry establishing and maintaining a client database and dealing with client complaints and problems in the context of agency operations Targeted written including alternative formats where necessary or verbal questioning to assess the candidates underpinning knowledge would provide additional supporting evidence of competence The demonstration and questioning would include collecting evidence of the candidates knowledge and application of ethical standards and relevant federal and state or territory legislation and regulations This assessment may be carried out in a simulated or workplace environment

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

applying agency policies and procedures and relevant legislative requirements in regard to dealing with clients

applying knowledge of agency services to enhance client support

developing client commitment to agency and building return custom by establishing rapport and a relationship with client maintaining professional ethics and accurately discerning client needs requirements and preferences

establishing and maintaining client records and details maintaining client confidentiality ensuring secure storage of client records and using client records to maximise client interest in agency services

resolving client complaints by acknowledging problems and supporting client in arriving at positive outcomes and obtaining mutually acceptable complaint resolution

using effective questioning listening and observation skills to determine client requirements accurately

Context of and specific resources for assessment

Resource implications for assessment include

access to suitable simulated or real opportunities and resources to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services

Where applicable physical resources should include equipment modified for people with disabilities

Access must be provided to appropriate learning andor assessment support when required

Assessment processes and techniques must be culturally appropriate and appropriate to the language and literacy capacity of the candidate and the work being performed

Validity and sufficiency of evidence require that

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the persons competence

all assessment that is part of a structured learning experience must include a combination of direct indirect and supplementary evidence

where assessment is for the purpose of recognition RCCRPL the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated projectbased activity and must include evidence relating to each of the elements in this unit

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions and will reflect the requirements of the competency and the work being performed

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 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.

Clients may include:	buyer's agent buyers landlords people from a range of social, cultural or ethnic backgrounds and with varying physical and mental abilities property developers regular and new customers sellers tenant's agent tenants.
Client needs, preferences and requirements may include:	contract administration current and planned real estate developments information about agency services in relation to specific property lease enquiries physical needs property characteristics, including: availability of alternative energy sources accessibility for people with disabilities energy efficiency energy ratings water saving devices property management property sales.
Professional ethics maintained with the client may include:	confidentiality honesty positive statements privacy.
Effective communication strategies may include:	active listening being non-judgemental exploring problems expressing an individual perspective providing sufficient time for questions and responses
	providing summarising and reflective responses in conflict situations using appropriate words, behaviour and posture using clarifying and summarising questions using clear and concise language using culturally appropriate communication using plain English using verbal and non-verbal communication.
Client needs, preferences and requirements are accurately clarified through using:	active listening appropriate questioning empathy observation reassurance and confirmation.
Agency services may include:	property management property sales.
Client database may be:	computer-based manual.
Client records may include:	contact details name nature of enquiry or requirement request for follow-up and promotional information.
Client complaints and problems may relate to:	agency service client behaviour, including: aggressive behaviour arrogant behaviour assertive behaviour demanding behaviour exasperated behaviour fussy behaviour passive behaviour rude behaviour property sales property management.