The evidence guide describes the underpinning knowledge and skills that must be demonstrated to prove competence It is essential for assessment and must be read in conjunction with the performance criteria the range statement and the assessment guidelines of the relevant Training Package

Overview of assessment requirements

A person who demonstrates competency in this standard must be able to communicate with clients to provide information on products and services and to deal with client complaints The ability to make appointments and schedule clients must also be demonstrated The evidence provided must also demonstrate knowledge of relevant legislation and workplace policies and procedures particularly in regard to delivering quality customer service

Specific evidence requirements

Critical aspects of evidence required to demonstrate competency in this unit

Knowledge and consistent application of workplace policies and procedures and safe work practices in regard to the provision of service to clients

Knowledge and consistent application of relevant Federal State and local health and hygiene regulations and other relevant legislation including consumer law privacy law and GST regulations

Effectively scheduling clients and making appointments

Providing a consistently welcoming client environment by treating clients in a courteous professional manner using culturally appropriate greetings and farewells

Accurately interpreting the nature of client complaints and taking appropriate action to resolve complaints

Knowledge and consistent application of workplace policies and procedures in regard to personal dress and presentation

Consistently using effective questioning and active listening techniques to consult reassure and negotiate with clients while maintaining discretion tact and confidentiality

Consistently using time effectively

Context of assessment

For valid and reliable assessment of this unit competency should be consistently demonstrated over a period of time and observed by the assessor andor the technical expert working in partnership with the assessor The technical expert may include the beauty therapist andor an experienced person at the workplace

Competency should be demonstrated in the workplace or a simulated workplace environment in a range of situations which may include client interruptions and involvement in other related activities normally expected in the workplace For further guidance on the use of an appropriate simulated environment refer to page of the Assessment Guidelines in this Training Package

Relationship to other units

In the context of an assessmentonly andor a training delivery and assessment pathway all units which relate to a job function can be integrated for assessment purposes

Method of assessment

The following assessment methods are suggested

observation of the learner performing a range of tasks in an actual or simulated work environment over sufficient time to demonstrate hisher handling of a range of contingencies Tasks may include

making appointments for clients

providing advice on services for clients

identifying client special needs

responding to client complaints

written andor oral questioning to assess knowledge and understanding of providing service to clients including communication and organisational skills Questions will be asked in a manner appropriate to the language and literacy level of the learner

completing workplace documentation relevant to the provision of service to clients

third party reports from experienced beauty professionals in the workplace

completion of selfpaced learning materials including personal reflection and feedback from trainercoachsupervisor

Evidence required for demonstration of consistent performance

For valid and reliable assessment of this unit evidence should be gathered through a range of methods to indicate consistent performance

It can be gathered from assessment of the unit of competency alone through an integrated assessment activity or through a combination of both

Evidence should be gathered as part of the learning process

Required skills and knowledge to achieve the performance criteria

Skills

Customer service required for selling products and beauty services receiving and scheduling clients and making appointments and resolving complaints including

listening and questioning techniques

verbal and nonverbal communication skills

negotiation techniques

conflict resolution skills

techniques for dealing with difficult or abusive clients

greeting and farewelling techniques

knowledge of clients special needs

dealing with clients in a culturally appropriate manner

telephone techniques

Language literacy and numeracy relevant to the role and workplace requirements

Knowledge

The provisions of relevant legislation including consumer law privacy law GST regulations Occupational Health and Safety requirements and industry Codes of Practice

Workplace policies and procedures in regard to personal presentation record keeping sales returns and refunds receiving and scheduling clients and making appointments

Workplace features including

workplace product and beauty service range

location of workplace areassections

function and use of workplace telephone system

message taken in person or by telephone

client record system

written record of complaints

Specific resources required for assessment

Relevant documentation such as

workplace policies and procedures manuals

Access to a range of clients with different requirements

A range of equipment and products appropriate to the beauty workplace

Product labels and sources of product and equipment information

A qualified workplace assessor or assessment team

Key competencies

The seven key competencies represent generic skills considered for effective work participation The numbering against each of the key competencies indicates the performance level required in this unit

Level represents the competence to undertake tasks effectively

Level represents the competence to manage tasks

Level represents the competence to use concepts for evaluating and reshaping tasks

Key Competency

Example of Application

Performance Level

How can communication of ideas and information be applied

Delivering customer service will require the communication of ideas and information

How can information be collected analysed and organised

Identifying client special needs will require information to be collected analysed and organised

How are activities planned and organised

Scheduling clients will require activities to be planned and organised

How can team work be applied

Maintaining knowledge of workplace procedures and relevant legislation will require reporting to other staff members

How can the use of mathematical ideas and techniques be applied

Making sales and handling refunds will require the use of mathematical ideas and techniques

How can problem solving skills be applied

Responding to client complaints will require problem solving skills

How can the use of technology be applied

Scheduling clients and making appointments may require the use of technology

Communication may include but is not limited to:

Clients may include but are not limited to:

Workplace policies and procedures may include but are not limited to:

Client card may include but is not limited to:

Client information may include but is not limited to:

Record system may include but is not limited to:

Relevant legislation may include but is not limited to:

Problems may include but are not limited to:

Additional levels of beauty service may include but are not limited to:

Promotion of appropriate beauty services and products may include but is not limited to:

Nature of complaint may include but is not limited to:

Complaint resolution procedures may include but are not limited to:

Documentation may include but is not limited to:

Special needs may include but are not limited to: