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

BSBREL402 Mapping and Delivery Guide
Build client relationships and business networks

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency BSBREL402 - Build client relationships and business networks
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to establish, maintain and improve client relationships and to actively participate in networks to support attainment of key business outcomes.It applies to individuals such as marketing and sales professionals who depend on excellent interpersonal relationships and communication skills to achieve outcomes but may also apply to other individuals working in any industry.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: Initiate interpersonal communication with clients
  • Identify and use preferred client communication styles and methods
  • Establish rapport with clients using verbal and nonverbal communication processes
  • Investigate and act upon opportunities to offer positive feedback to clients
  • Use open questions to promote twoway communication
  • Identify and act upon potential barriers to effective communication with clients
  • Initiate communication processes which relate to client needs, preferences and expectations
       
Element: Establish client relationship management strategies
  • Develop client loyalty objectives focusing on the development of long term business partnerships
  • Assess client profile information to determine approach
  • Develop client loyalty strategies to attract and retain clients in accordance with the business strategy
  • Identify and apply client care and client service standards
       
Element: Maintain and improve ongoing relationships with clients
  • Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels
  • Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients
  • Obtain feedback to develop and implement strategies which maintain and improve relationships with clients
       
Element: Build and maintain networks
  • Allocate time to establish and maintain business contacts
  • Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market
  • Establish communication channels to exchange information and ideas
  • Provide, seek and verify information to the network
       


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. Initiate interpersonal communication with clients

1.1 Identify and use preferred client communication styles and methods

1.2 Establish rapport with clients using verbal and nonverbal communication processes

1.3 Investigate and act upon opportunities to offer positive feedback to clients

1.4 Use open questions to promote twoway communication

1.5 Identify and act upon potential barriers to effective communication with clients

1.6 Initiate communication processes which relate to client needs, preferences and expectations

2. Establish client relationship management strategies

2.1 Develop client loyalty objectives focusing on the development of long term business partnerships

2.2 Assess client profile information to determine approach

2.3 Develop client loyalty strategies to attract and retain clients in accordance with the business strategy

2.4 Identify and apply client care and client service standards

3. Maintain and improve ongoing relationships with clients

3.1 Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels

3.2 Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients

3.3 Obtain feedback to develop and implement strategies which maintain and improve relationships with clients

4. Build and maintain networks

4.1 Allocate time to establish and maintain business contacts

4.2 Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market

4.3 Establish communication channels to exchange information and ideas

4.4 Provide, seek and verify information to the network

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. Initiate interpersonal communication with clients

1.1 Identify and use preferred client communication styles and methods

1.2 Establish rapport with clients using verbal and nonverbal communication processes

1.3 Investigate and act upon opportunities to offer positive feedback to clients

1.4 Use open questions to promote twoway communication

1.5 Identify and act upon potential barriers to effective communication with clients

1.6 Initiate communication processes which relate to client needs, preferences and expectations

2. Establish client relationship management strategies

2.1 Develop client loyalty objectives focusing on the development of long term business partnerships

2.2 Assess client profile information to determine approach

2.3 Develop client loyalty strategies to attract and retain clients in accordance with the business strategy

2.4 Identify and apply client care and client service standards

3. Maintain and improve ongoing relationships with clients

3.1 Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels

3.2 Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients

3.3 Obtain feedback to develop and implement strategies which maintain and improve relationships with clients

4. Build and maintain networks

4.1 Allocate time to establish and maintain business contacts

4.2 Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market

4.3 Establish communication channels to exchange information and ideas

4.4 Provide, seek and verify information to the network

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 and use preferred client communication styles and methods 
Establish rapport with clients using verbal and nonverbal communication processes 
Investigate and act upon opportunities to offer positive feedback to clients 
Use open questions to promote twoway communication 
Identify and act upon potential barriers to effective communication with clients 
Initiate communication processes which relate to client needs, preferences and expectations 
Develop client loyalty objectives focusing on the development of long term business partnerships 
Assess client profile information to determine approach 
Develop client loyalty strategies to attract and retain clients in accordance with the business strategy 
Identify and apply client care and client service standards 
Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels 
Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients 
Obtain feedback to develop and implement strategies which maintain and improve relationships with clients 
Allocate time to establish and maintain business contacts 
Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market 
Establish communication channels to exchange information and ideas 
Provide, seek and verify information to the network 

Forms

Assessment Cover Sheet

BSBREL402 - Build client relationships and business networks
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

BSBREL402 - Build client relationships and business networks

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: