Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Establish contact with clients
   • Create and maintain a welcoming client environment
   • Acknowledge and greet clients courteously and politely according to enterprise policies and procedures
   • Communicate with clients in a clear, concise and courteous manner
   • Demonstrate effective communication techniques
   • Establish a rapport/relationship with the client and express a genuine interest in client needs/requirements
   • Create an effective service environment through verbal and non-verbal presentation according to enterprise policies and procedures
2. Present a positive organisational image
   • Provide information to the public to maintain organisation's image and accountability
   • Establish and maintain professional ethics to enhance client commitment and build return client base
   • Demonstrate actions that are in keeping with the required organisational image

Required Skills

Not applicable

Evidence Required

The Evidence Guide identifies the critical aspects knowledge and skills to be demonstrated to confirm competence for this unit This is an integral part of the assessment of competence and should be read in conjunction with the Range Statements

Critical aspects of evidence to be considered	Assessment must confirm sufficient knowledge of communication techniques and organisations products and services Assessment of performance should be over a minimum of five client encounters including a variety of clients and enquiries covering the prescribed number of categories from the Range Statements Assessment must confirm the ability to apply this knowledge and appropriate techniques to create a welcoming client environment create an effective service environment build a return client base
Interdependent assessment of units	This unit must be assessed after attainment of competency in the following units Nil This unit must be assessed in conjunction with the following units Nil For the purpose of integrated assessment this unit may be assessed in conjunction with the following units Nil
Required knowledge and skills	Required knowledge StateTerritoryCommonwealth legislation regulations industry codes of practice standards and guidelines procedures and protocols in regard to meeting and greeting customers Consumer law environmental law Occupational Health and Safety OHampS discriminationequal employment opportunity harassment and other laws specific to local government state and federal legislation Privacy legislation Codes of Conduct Relevant product knowledge and organisation standards Required skills Language skills which allow for adequate communication with the client Literacy skills to the level required to acquire the required product knowledge Numeracy skills to the level required to interpret the client requirements and meet their needs
Resource implications	Physical resources assessment of this unit of competency requires access to a real work environment with exposure to a minimum of five real clients representative of a normal client base a variety of work related products and services Human resources assessment of this unit of competency will require human resources consistent with those outlined in the Assessment Guidelines That is assessors or persons within the assessment team must be competent in this unit but preferably be competent in the unit at the level above be current in their knowledge and understanding of the industry through provision of evidence of professional activity in the relevant area have attained the mandatory competency requirements for assessors under the Australian Quality Training Framework AQTF as specified in Standard of the Standards for Registered Training Organisations
Consistency in performance	Due to issues such as the diversity of clients and enquiries this unit of competency must be assessed over a minimum of five client encounters with a variety of clients and enquiries in order to ensure consistency of performance over the Range Statements and contexts applicable to creating client relationships
Context for assessment	This unit of competency must be assessed in the context of creating a client relationship with a range of real clients For validity and reliability the assessment should occur in the workplace The interactions should be representative of a realistic workday This unit of competency should be assessed through the observation of processes and procedures oral andor written questioning on required knowledge and skills and consideration of required attitudes Where performance is not directly observed andor is required to be demonstrated over a period of time andor in a number of locations any evidence should be authenticated by colleagues supervisors clients or other appropriate persons

KEY COMPETENCIES
Collect AnalyseampOrganise Information	Communicate IdeasampInformation	PlanampOrganise Activities	Work with Othersampin Teams	Use Mathematical IdeasampTechniques	Solve Problems	Use Technology
These levels do not relate to the Australian Qualifications Framework They relate to the seven areas of generic competency that underpin effective workplace practices The three levels of performance and denote the level of competency required to perform the task Use routine approaches Select from routine approaches Establish new approaches Collecting analysing and organising information Developing a client database Communicating ideas and information Responding to client enquiries Planning and organising activities Not applicable Working with teams and others Working with client to meet their needs Using mathematical ideas and techniques Tallying quantities for an order Solving problems Meeting a clients needs when what they want is not available Using technology Operating computer database Please refer to the Assessment Guidelines for advice on how to use the Key Competencies

---

Range Statement

Range Statements The Range Statements provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. The Range Statements relate to the unit as a whole and helps facilitate holistic assessment. In addition, the following variables may be present for this particular unit of competency

	CATEGORIES
Clients	[all categories] internal or external superficial contact clients with routine special requests regular and new clients people from a range of social, cultural or ethnic backgrounds people with varying physical and mental abilities people who may be unwell, drug affected and emotionally distressed
Communication techniques	[all categories] active listening techniques using open and/or closed questions speaking clearly and concisely using appropriate language and tone of voice giving clients full attention maintaining eye contact for face-to-face interactions non-verbal communication - for face-to-face interactions, eg, body language, personal presentation clear, legible writing
Enterprise policies and procedures	[all categories] dress/uniform codes organisational image code of ethics staff appearance and presentation quality systems, standards and guidelines
Environment	[all categories] face-to-face interactions telephone enquiries interactions with team members

---