Required skills

high level communication skills to

determine and confirm organisational goals using questioning and active listening as required

negotiate goals and resolve disputes

liaise with peers staff and external service providers share information listen and understand

use language and concepts appropriate to cultural differences

research skills for

accessing and managing complex information from a wide variety of sources

interpreting complex data

highly developed literacy skills to read and interpret documentation from a variety of sources and produce high quality reports and other documentation

IT skills for accessing and using appropriate software such as spreadsheets and databases and using internet information

management skills for working effectively in a constantly changing environment

interpersonal skills to establish rapport with peers staff and clients

highly developed judgement skills for forming recommendations in senior organisational situations

organisational and time management skills to sequence tasks meet timelines and arrange meetings

welldeveloped problem solving skills to identify business issues that have the potential to impact on the organisation and to develop options to resolve these issues when they arise

selfmanagement skills for complying with ethical legal and procedural requirements

learning skills to maintain knowledge of changes to compliance legislation and best practice management techniques

teamwork skills

high level project management skills

Required knowledge

contract law

current legislative regulatory and industry practices procedures and services

dispute resolution and conflict theory

negotiating processes and strategies

organisation policies and procedures

relevant business principles practices and law

relevant consumer protection requirements

risk assessment and evaluation strategies

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

apply high level communication interpersonal and negotiation skills to achieve rapport and emphasise with others

manage relationships to achieve goals and results

use sound conflict resolution skills and strategies

interpret and comply with relevant legislation regulations and professional codes of practice

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 organisational polices and procedures documentation

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

setting and reviewing business simulations or scenarios

accessing and validating third party reports

Guidance information for assessment

Risks apply to both the client and the organisation and may include:

personal.

Contingency strategies may include:

Negotiations may:

Organisation policy and procedures may include:

Documentation may include: