Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

BSBCUE307 Mapping and Delivery Guide
Work effectively in customer engagement

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency BSBCUE307 - Work effectively in customer engagement
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to conduct customer engagement operations. It requires an understanding of organisational requirements, expectations, policies and procedures.It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team. This work is undertaken with some supervision and guidance.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Identify requirements of customer engagement role
  • Identify specific customer engagement operations and relate these in industry-wide context
  • Identify role of customer engagement in relation to the organisation
  • Identify personal customer engagement role and operations
  • Relate personal operations to organisation’s customer engagement objectives
  • Identify major components of customer engagement infrastructure
  • Relate personal operations to customer engagement infrastructure
       
Element: Manage personal performance
  • Use available resources, systems and support effectively
  • Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures
  • Comply with organisational, regulatory and legislative requirements
  • Identify personal performance requirements and expectations and adopt strategies to achieve them
  • Identify and participate in performance management and development processes
       
Element: Maintain a professional approach to employment
  • Display a positive and ethical approach to employment and role
  • Identify realistic short and long-term career objectives
  • Relate personal capabilities to current role and career objectives
  • Identify strategies for projecting a professional image in current role
  • Contribute to promotion of the organisation and its staff, to customers
       
Element: Participate in a workplace team
  • Identify team member roles and team structure and interact cooperatively with team members
  • Recognise, acknowledge and contribute to formation and achievement of team objectives
  • Recognise and respond positively to conflict within team
  • Provide feedback to enhance team performance
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Identify requirements of customer engagement role

1.1 Identify specific customer engagement operations and relate these in industry-wide context

1.2 Identify role of customer engagement in relation to the organisation

1.3 Identify personal customer engagement role and operations

1.4 Relate personal operations to organisation’s customer engagement objectives

1.5 Identify major components of customer engagement infrastructure

1.6 Relate personal operations to customer engagement infrastructure

2 Manage personal performance

2.1 Use available resources, systems and support effectively

2.2 Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures

2.3 Comply with organisational, regulatory and legislative requirements

2.4 Identify personal performance requirements and expectations and adopt strategies to achieve them

2.5 Identify and participate in performance management and development processes

3 Maintain a professional approach to employment

3.1 Display a positive and ethical approach to employment and role

3.2 Identify realistic short and long-term career objectives

3.3 Relate personal capabilities to current role and career objectives

3.4 Identify strategies for projecting a professional image in current role

3.5 Contribute to promotion of the organisation and its staff, to customers

4 Participate in a workplace team

4.1 Identify team member roles and team structure and interact cooperatively with team members

4.2 Recognise, acknowledge and contribute to formation and achievement of team objectives

4.3 Recognise and respond positively to conflict within team

4.4 Provide feedback to enhance team performance

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Identify requirements of customer engagement role

1.1 Identify specific customer engagement operations and relate these in industry-wide context

1.2 Identify role of customer engagement in relation to the organisation

1.3 Identify personal customer engagement role and operations

1.4 Relate personal operations to organisation’s customer engagement objectives

1.5 Identify major components of customer engagement infrastructure

1.6 Relate personal operations to customer engagement infrastructure

2 Manage personal performance

2.1 Use available resources, systems and support effectively

2.2 Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures

2.3 Comply with organisational, regulatory and legislative requirements

2.4 Identify personal performance requirements and expectations and adopt strategies to achieve them

2.5 Identify and participate in performance management and development processes

3 Maintain a professional approach to employment

3.1 Display a positive and ethical approach to employment and role

3.2 Identify realistic short and long-term career objectives

3.3 Relate personal capabilities to current role and career objectives

3.4 Identify strategies for projecting a professional image in current role

3.5 Contribute to promotion of the organisation and its staff, to customers

4 Participate in a workplace team

4.1 Identify team member roles and team structure and interact cooperatively with team members

4.2 Recognise, acknowledge and contribute to formation and achievement of team objectives

4.3 Recognise and respond positively to conflict within team

4.4 Provide feedback to enhance team performance

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify specific customer engagement operations and relate these in industry-wide context 
Identify role of customer engagement in relation to the organisation 
Identify personal customer engagement role and operations 
Relate personal operations to organisation’s customer engagement objectives 
Identify major components of customer engagement infrastructure 
Relate personal operations to customer engagement infrastructure 
Use available resources, systems and support effectively 
Identify key performance indicators (KPIs) and comply with organisational processes and reporting protocols, policies and procedures 
Comply with organisational, regulatory and legislative requirements 
Identify personal performance requirements and expectations and adopt strategies to achieve them 
Identify and participate in performance management and development processes 
Display a positive and ethical approach to employment and role 
Identify realistic short and long-term career objectives 
Relate personal capabilities to current role and career objectives 
Identify strategies for projecting a professional image in current role 
Contribute to promotion of the organisation and its staff, to customers 
Identify team member roles and team structure and interact cooperatively with team members 
Recognise, acknowledge and contribute to formation and achievement of team objectives 
Recognise and respond positively to conflict within team 
Provide feedback to enhance team performance 

Forms

Assessment Cover Sheet

BSBCUE307 - Work effectively in customer engagement
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

BSBCUE307 - Work effectively in customer engagement

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: