Required skills

communication skills to elicit clear information from clients and provide feedback

negotiation skills to deal with client complaints

literacy skills to record client enquiries feedback and complaints

problemsolving skills to clarify complaints and develop solutions

Required knowledge

workplace processes products and services

workplace policies and procedures for dealing with client enquiries feedback and complaints

broad working knowledge of relevant federal state or territory and local government legislation and regulations relating to consumer protection and funeral services burials and cremations

professional funeral services industry parameters when dealing with the bereaved

funeral services industry communication protocols

negotiation and dispute resolution techniques

understanding of social religious or cultural implications in the context of complaint resolution

environmental impacts applying to the funeral services industry and minimal impact practices to reduce these especially those that relate to resource water and energy use

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

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

Evidence of the following is essential

the ability to deal with client enquiries feedback and complaints positively sensitively and politely and in accordance with workplace policies and procedures

the use of effective communication and negotiation skills to clarify and resolve complaints and address feedback

providing service to clients on multiple occasions to ensure consistency of performance and ability to respond to different situations

Context of and specific resources for assessment

Assessment must ensure

interaction with diverse clients to allow candidate to respond to a range of client requirements and requests

access to relevant documentation such as

workplace policies and procedures for OHS client complaints privacy and antidiscrimination

relevant legislation and industry codes of practice for OHS privacy antidiscrimination and trade practices

Methods of assessment

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

observation of candidate receiving and addressing client enquiries complaints and feedback in the workplace

written or verbal questioning to assess knowledge and understanding of workplace policies and procedures and relevant legislation

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Client enquiries may include:

Other staff may include:

Information to clients may include:

Implications of options and solutions may include:

Relevant legislation may include:

Workplace policies and procedures may include: