REQUIRED KNOWLEDGEampSKILLS

Knowledge requirements include

negotiating techniques

questioning techniques

relevant product knowledge

relevant policy and procedures knowledge

conflict resolution strategies and techniques

relevant legislation and codes of conduct

Skills requirements include

presenting speaking and listening skills

questioning skills

interpersonal skills

research skills

organising and planning skills

the ability to analyse information

decision making skills

problem solving

using the organisations software and office technology

EVIDENCE GUIDE

Assessment of performance requirements in the unit should be undertaken in an industry context The Evidence Guide identifies the critical aspects knowledge and skills to be demonstrated to confirm competency for the unit Competency is demonstrated by performance of all stated criteria including the Range Statement applicable to the workplace

Overview of assessment requirements

To achieve competency in this unit a person must be able to demonstrate

the ability to plan conduct and finalise negotiations that result in mutually acceptable agreements for negotiating parties

Critical aspects of evidence

Evidence required for demonstration of consistent performance

Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment

Deliveryrelationship to other units

This unit may be assessed on its own or it may be assessed with other units that cover related skills and knowledge

Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit or a cluster of units of competency

Assessment requirements

Method of assessment

For valid and reliable assessment of this unit evidence should be gathered through a range of methods to indicate consistent performance

Assessment of this unit of competence will usually include observation of processes and procedures oral andor written questioning on underpinning knowledge and skills and other methods as required

Context of assessment

This unit may be assessed at work in a simulated work environment or a combination of these

Resources required for assessment

Assessment of this unit of competence requires access to relevant workplace documentation policies and procedures computers and other branch or office equipment

Purpose of the negotiation may include:

Strength may include:

Negotiating style may include:

Effective questioning techniques may include:

Effective presentation skills may include:

Techniques for breaking deadlocks may include: