- BSBREL403A - Implement international client relationship strategies
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBREL403A Mapping and Delivery Guide
Implement international client relationship strategies
Version 1.0
Issue Date: April 2024
| Qualification | - |
Unit of Competency | BSBREL403A - Implement international client relationship strategies |
|---|---|---|---|
| Description | This unit describes the performance outcomes, skills and knowledge required to implement international client relationships in line with a defined organisational strategy for international client relationships.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
| Employability Skills | This unit contains employability skills. | ||
| Learning Outcomes and Application | This unit applies to individuals working with minimal supervision but with the support and assistance of a more senior person within the organisation. This unit addresses marketing goods and services internationally, in line with the organisation's marketing plan and marketing strategy for a specified international target market. The activities will be focused on the target market and will involve communication and executing tasks across cultural and geographic barriers.The unit does not include developing a client relationship strategy. This higher level activity is dealt with in BSBREL501A Build international client relationships. | ||
| Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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| Prerequisites/co-requisites | |||
| Competency Field | Business Development - International Business | ||
| 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 | |
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| Elements of Competency | Performance Criteria | |||||||
| Element: Implement culturally appropriate interpersonal communication with clients |
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| Element: Implement client relationship strategy |
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| Element: Monitor and improve client relationship strategy |
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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.
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. | |
Overview of assessment | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | Evidence of the following is essential: identifying and using culturally appropriate communication styles across a range of clients ensuring client interactions are in line with relationship strategy and contribute to business performance monitoring performance to make improvements to processes and practices knowledge of cultural awareness relevant to international clients. |
Context of and specific resources for assessment | Assessment must ensure: access to an actual workplace or simulated environment access to office equipment and resources access to relevant workplace documents access to feedback from clients. |
Method of assessment | A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit: direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate review of records maintained about client interactions analysis of responses to case studies and scenarios observation of interpersonal interaction with clients and business network members oral or written questioning to assess knowledge of relevant Australian, international and local legislation assessment of actions taken to address issues and problems identified in implementing the client relationship strategy with international clients. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: communication units or other international business units. |
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.
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Required skills |
culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities communication skills to seek and use feedback to improve current practice literacy skills to maintain records of client interactions problem-solving skills to address issues arising in communicating with international clients. |
Required knowledge |
identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as: Trade Practices Act World Trade Organization determinations cultural awareness relevant to international clients application of an organisational client relationship strategy. |
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. | |
Advice may be sought from: | academic publications and personnel advice provided by Austrade and state/territory government agencies, chambers of commerce manager, supervisor or relevant specialist staff trade and business publications workplace documents |
Culturally appropriate interpersonal communication styles may include: | choice of medium for communication culturally determined notions of polite behaviour distance between communicating parties in face-to-face meetings eye contact forms of address voice tone |
Feedback may be obtained from: | advisors within Austrade and state/territory government agencies, chambers of commerce demographic data external advisors or experts government sponsored trade missions international clients international trade directories manager or supervisor |
Processes and practices may include: | cycle of telephone contacts invitations to events and demonstrations newsletters samples provided to clients visits to clients by organisation's representatives or self written correspondence via letter, email, fax |
Actions may include: | interventions by self and colleagues referral to manager seeking external advice |
Records may include: | client management software diary entries or logbooks notes of conversations, discussions written correspondence |
Quality and effectiveness may include: | contributions to business activity through interactions cultural appropriateness of interactions frequency of interaction meeting expectations of clients other indicators set within the organisation and documented processes and practices to evaluate the effectiveness of interactions |
Relevant personnel may include: | chief executive officer of organisation, board of directors manager or supervisor marketing manager |
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 |
|---|---|---|---|
| Seek advice on culturally appropriate interpersonal communication styles to use with international clients | |||
| Use culturally appropriate interpersonal communication styles with international clients | |||
| Seek feedback on appropriateness of communication style | |||
| Make changes to communication style as a result of feedback | |||
| Seek clarification of details of the existing organisational client relationship strategy as required | |||
| Determine processes and practices to implement the client relationship strategy with international clients | |||
| Implement the client relationship strategy with international clients | |||
| Identify issues and problems arising in implementing the client relationship strategy with international clients and take actions to address these issues | |||
| Maintain records of client interactions according to organisational procedures | |||
| Seek feedback on quality and effectiveness of interactions with international clients | |||
| Identify and receive feedback on areas of improvement in international client interactions from monitoring processes | |||
| Make suggestions for changes in the organisation's client interaction strategy to relevant personnel | |||
| Implement areas of improvement to processes and practices associated with the client relationship strategy | |||
| Monitor changes made to processes and practices associated with the client relationship strategy for quality and effectiveness of interactions with international clients |
Forms
Assessment Cover Sheet
BSBREL403A - Implement international client relationship strategies
Assessment task 1: [title]
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I declare that the assessment tasks submitted for this unit are my own work.
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Assessment Record Sheet
BSBREL403A - Implement international client relationship strategies
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Assessment task 1: [title] Result: Competent Not yet competent
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Feedback to student:
Overall assessment result: Competent Not yet competent
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