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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Negotiate client requirements
  2. Plan activities
  3. Maintain the work environment
  4. Monitor products and services
  5. Negotiate client requirements
  6. Plan activities
  7. Maintain the work environment
  8. Monitor products and services

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least two occasions.

using effective communication techniques especially related to negotiation, contracts, formal agreements and team collaboration and cooperation

using a range of reliable sources of information

promoting and responding to feedback

maintaining accurate and comprehensive records and reporting to key people

applying procedures relating to occupational health and safety, equal employment opportunity, equity and diversity in the context of client service

designing activity plans that are realistic, manageable, mutually agreed to and contain all the components necessary for implementation and measurement

managing resources efficiently, safely and cost-effectively

applying quality assurance mechanisms and processes

applying continuous improvement methods

developing resources based on activity plans

developing systems for product and service review and redesign


Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

legislation, regulations, policies and procedures relating to the protocols and guidelines that determine activities that meet client requirements

principles of quality assurance and continuous improvement

requirements for dealing with internal and external customers and maintaining a customer focus

strategies for planning and monitoring activities

product and services related to the focus of the work environment

consultation methods and principles of team participation

principles of time and resource management