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| The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
Communication may be: | verbalby written format, such as handwritten, electronic (e.g. email) or hard copy (e.g. letter)by telephoneface-to-facevaried according to the needs of the client including:use of appropriate voice tonality and volumeuse of languages other than Englishuse of a family interpreteruse of basic gesturesuse of visual aids such as photographs, sketches or product information sheetsformalinformal using abbreviations. |
Clients may be: | team members and colleagues in a large internal structureexternal customers and clientsbusiness to business client newregularretailcorporate. |
Non-verbal communication may involve: | body languagedress and accessories gestures and mannerismsuse of spaceculturally specific communication, customs and practices.eye contact |
| Cultural and social differences may include: | modes of greeting, farewelling and conversationbody language, including use of body gesturesformality of languageclothing. |
Medium of communication may be via: | letterpromotional materials such as newslettersfaxemail or other electronic communicationsimple written messages, such as writing down the price of display items or telephone messagesface-to-facetelephonetwo-way communication systemsstandard forms and proformasassistive technology, e.g. telephone typewriter (TTY). |
Factors affecting the selection of appropriate medium may include: | technical and operational features access of the sender and receiver to necessary equipmenttechnical skills required to use the mediumrequired formatdegree of formality requiredurgency and timeframes. |
Protocols and organisation procedures may include: | modes of greeting and farewellingaddressing the person by namerequired timeframe for addressing and serving clientsrequired timeframe for response to an enquirystyle manual requirementsuse of standard letters use of proformas e.g. tickets, labels, signs and quotationsrelationship with referral organisation. |
Personal presentation may include: | attire, shoes and accessorieswearing of uniform items within the organisation's policy requirementscomplying with organisation's policy for personal presentationhair and groominghands and nailsjewellerypersonal hygiene. |
Clients with special needs may include: | those with a disabilitythose with special cultural or language needsoverweight or obesethose with challenging behaviourunaccompanied children or adolescentsparents with young childrenpregnant womenolder clients. |
Promotional services may include: | client loyalty programsnewslettersemail notification of sales or promotional packagessale of gift vouchersmarketing events and activitiesdiscount vouchers. |
Client complaints may relate to: | problems with the servicecommunication barriers or misunderstandingscommunication via email or other electronic means, telephone, mail or face-to face contact. |
Boundaries may refer to: | confidentiality privacy respect acknowledgement of individual needs appropriate sexual boundaries appropriate physical boundariesuse of enquiry only as appropriate and necessary exercise instructor awareness of possibilities of client transferenceexercise instructor staying within area of expertise. |
Relevant information may include: | confirmation of appointment date and timenumber, length and costs of membership serviceslocation directionscosts and payment optionsreferralshealth Practitioner referralprocedure and practicesinformation about general health and self carebackground information about the scope of serviceinformation about the limitation of the service provider. |
The needs for basic counselling may include: | to support clientto facilitate negotiation with clientto facilitate education of clientto facilitate information givingto assess the need for referral to an appropriate medical or allied health professional. |
Basic counselling skills may include: | attending skills, use of body languageparaphrasingreflecting feelingsopen and closed questioning or probingsummarisingreframingexploring optionsnormalising statements. |
Organisation specific guidelines may include: | clients requiring professional counselling are referredbasic counselling is used as a communication tool and for emotional support when necessary client boundaries are respected at all timescounselling is provided in accordance with level of training. |