Required skills

highly developed communication skills to

deal effectively with a range of clients and other professionals

establish their relationship needs using questioning and active listening as required

network and build strong personal relationships

liaise with others share information listen and understand

use language and concepts appropriate to cultural differences

research and analysis to access interpret and manage complex information

welldeveloped marketing skills to promote products and services

problem solving skills to address client and peer issues

judgement skills for forming recommendations in operational situations

IT skills for accessing and using specialised contact databases and using internet information

welldeveloped literacy skills for

reading and interpreting documentation from a variety of sources and recording gathering and consolidating information

drafting comprehensive reports and letters for clients and other professionals

learning skills to maintain knowledge of industry products and operating environment

organisational skills including the ability to plan and sequence work and set achievable goals

Required knowledge

local and international economic environment and trends

marketing and public relations tools and media

negotiation and communication principles

relevant associations conferences and other relationship building opportunities

relevant business contexts

relevant legislation and regulations and industry codes of practice

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

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

Evidence of the ability to

liaise develop and secure longstanding and effective relationships

apply high level communication negotiation interpersonal and relationship management skills

interpret and apply the goals policies and procedures of the organisation

monitor and introduce new ways to improve work relationships

adapt to any special needs of clients including cultural language race religion ethnic origin socioeconomic status and demographic needs

Context of and specific resources for assessment

Assessment must ensure

competency is demonstrated in the context of the financial services work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment technology software and consumables

access to financial services product information

access to contact software system and data

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples in combination are appropriate for this unit

evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency

observing processes and procedures in workplaces or role plays

verbal or written questioning on underpinning knowledge and skills

accessing and validating third party reports

Guidance information for assessment

The organisation's policies and procedures may include:

Legislative, regulatory and professional codes of practice may include:

Organisation's social, business and ethical standards may include:

Confidentiality may include:

Interpersonal styles and methods may include:

Business and professional networks may include:

Other relationships may include:

Referral business may include:

Appropriate communication channels may include: