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Elements and Performance Criteria

1. Identify relationship and network requirements.
   • Relationships and networks required to achieve business goals and objectives are systematically identified.
   • Consultative processes are used to identify and verify relationship and network requirements.
   • Business equipment and technology are used to organise and maintain information for easy access and retrieval.
   • Strategies are developed to obtain ongoing feedback to maintain and improve client relationships.
2. Establish and maintain client relationships.
   • Communication methods are adapted to meet client-preferred communication style.
   • Client preferences, needs and expectations are confirmed and clarified using appropriate communication techniques.
   • Clear and constructive client advice is provided, detailing service provision outcomes, current needs and future options.
   • Feedback from clients and colleagues is used to assess quality of own performance and identify areas for improvement.
3. Participate and influence business networks.
   • Professional networks and relevant business relationships are maintained to provide identifiable benefits for clients and the organisation.
   • Interactions with network members reflect sensitivity to social and cultural differences and individual needs.
   • Appropriate negotiation skills are used to promote and encourage participation in a supportive environment for network members.
   • Future support and service requirements for network members are identified and addressed in consultation with relevant people.

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Relationships and networks must include at least two of the following:

advocacy groups committees, including advisory committees community service groups corporate social responsibility organisations government agencies internal and external clients lobby groups local inter-agency groups professional, industry and occupational associations project-specific ad hoc consultative or reference groups specific interest or support groups sponsors strata communities suppliers supporting professionals and advisers work teams.

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Performance Evidence

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also:

identify and maintain one business relationship or professional network in the property industry

establish and maintain one client relationship

demonstrate having influenced one issue in one professional network.

In doing the above, the person must:

develop and implement feedback strategies to obtain information from relevant people on ways to improve relationships and delivery of client services

identify networking requirements through consultation with clients and colleagues

apply knowledge of organisation’s practices and ethical standards associated with maintaining positive business relationships and active professional networks

maintain up-to-date computer databases of relevant contacts and associated information

promote and participate in networks and provide support to network members

select appropriate methods and adapt communication styles when communicating with clients.

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Knowledge Evidence

A person demonstrating competency in this unit must demonstrate knowledge of:

benefits of establishing relationships and business networks

key features of principal communication styles

features of ethical business relationships

networking strategies

principles and operations of networks

techniques for building relationships of trust, including with people from different cultures.

techniques for obtaining ongoing feedback to maintain and improve client relationships.

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