Elements and Performance Criteria
- Deal with complex enquiries and/or complaints
- Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.
- Record complaint and/or enquiry, and verify with the client.
- Obtain documentation to support complaint and/or enquiry if required.
- Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.
- Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.
- Advise client of action taken to resolve the complaint and/or enquiry and record.
- Give directions
- Manage meetings
- Clarify purpose of each meeting and develop the agenda in consultation with participants.
- Select procedure for each meeting and style of facilitating.
- Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.
- Ensure meetings are focused on the objectives of the meeting and are time efficient.
- Enable participation, discussion, problem solving and resolution of issues by all those present.
- Summarise decisions and recommendations, check for accuracy and record as required.
- Make presentations
- Make presentations to a range of audiences.
- Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.
- Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
- Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.
- Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.
- Deal with complex enquiries and/or complaints
- Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming.
- Record complaint and/or enquiry, and verify with the client.
- Obtain documentation to support complaint and/or enquiry if required.
- Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry.
- Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve.
- Advise client of action taken to resolve the complaint and/or enquiry and record.
- Give directions
- Manage meetings
- Clarify purpose of each meeting and develop the agenda in consultation with participants.
- Select procedure for each meeting and style of facilitating.
- Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements.
- Ensure meetings are focused on the objectives of the meeting and are time efficient.
- Enable participation, discussion, problem solving and resolution of issues by all those present.
- Summarise decisions and recommendations, check for accuracy and record as required.
- Make presentations
- Make presentations to a range of audiences.
- Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation.
- Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas.
- Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed.
- Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations.