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

BSBREL501 Mapping and Delivery Guide
Build international client relationships

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency BSBREL501 - Build international client relationships
Description
Employability Skills
Learning Outcomes and Application This unit describes the skills and knowledge required to build effective international client relationships including analysing, identifying and applying culturally appropriate communication strategies.It applies to individuals with managerial responsibility including planning, implementing and evaluating their own work and/or the work of a team.No licensing, legislative, regulatory 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: Build interpersonal communication strategies
  • Establish database of international clients applying relevant fields
  • Establish and note preferred mode of communication for international clients
  • Take into account the influence of geographic separation in establishing preferred mode of communication with international clients
  • Use a diary of communications with international clients to provide a reminder to facilitate regular contact with international clients
  • Establish a record-keeping strategy for communications with international clients
       
Element: Analyse and identify culturally appropriate communication strategies with clients
  • Identify sources of information relating to culturally appropriate styles of communication for specific cultural groups among international clients
  • Analyse and note, using available information sources, culturally appropriate styles of communication for specific cultural groups among international clients
       
Element: Apply culturally appropriate communication strategies with clients
  • Use preferred client communication styles and modes of communication with international clients
  • Use culturally appropriate verbal and non-verbal communication processes to establish rapport with international clients
  • Use active listening to establish rapport with international clients
  • Investigate and act upon opportunities to offer positive feedback to clients
  • Use open questions to promote two-way communication
  • Identify and act upon potential barriers to effective communication with international clients taking into account cultural influences
  • Ensure communication processes initiated identify client needs, preferences and expectations
       
Element: Maintain and improve relationships with international clients
  • Develop strategies to establish processes for obtaining ongoing feedback from international clients to monitor satisfaction levels using appropriate techniques
  • Use strategies developed to elicit feedback to provide information in a form that can be used to improve relationships with international clients
  • Use feedback obtained to develop and implement strategies to maintain and improve relationships with international clients
  • Review the effectiveness of communication with international clients on a regular basis
       


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. Build interpersonal communication strategies

1.1 Establish database of international clients applying relevant fields

1.2 Establish and note preferred mode of communication for international clients

1.3 Take into account the influence of geographic separation in establishing preferred mode of communication with international clients

1.4 Use a diary of communications with international clients to provide a reminder to facilitate regular contact with international clients

1.5 Establish a record-keeping strategy for communications with international clients

2. Analyse and identify culturally appropriate communication strategies with clients

2.1 Identify sources of information relating to culturally appropriate styles of communication for specific cultural groups among international clients

2.2 Analyse and note, using available information sources, culturally appropriate styles of communication for specific cultural groups among international clients

3. Apply culturally appropriate communication strategies with clients

3.1 Use preferred client communication styles and modes of communication with international clients

3.2 Use culturally appropriate verbal and non-verbal communication processes to establish rapport with international clients

3.3 Use active listening to establish rapport with international clients

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

3.5 Use open questions to promote two-way communication

3.6 Identify and act upon potential barriers to effective communication with international clients taking into account cultural influences

3.7 Ensure communication processes initiated identify client needs, preferences and expectations

4. Maintain and improve relationships with international clients

4.1 Develop strategies to establish processes for obtaining ongoing feedback from international clients to monitor satisfaction levels using appropriate techniques

4.2 Use strategies developed to elicit feedback to provide information in a form that can be used to improve relationships with international clients

4.3 Use feedback obtained to develop and implement strategies to maintain and improve relationships with international clients

4.4 Review the effectiveness of communication with international clients on a regular basis

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. Build interpersonal communication strategies

1.1 Establish database of international clients applying relevant fields

1.2 Establish and note preferred mode of communication for international clients

1.3 Take into account the influence of geographic separation in establishing preferred mode of communication with international clients

1.4 Use a diary of communications with international clients to provide a reminder to facilitate regular contact with international clients

1.5 Establish a record-keeping strategy for communications with international clients

2. Analyse and identify culturally appropriate communication strategies with clients

2.1 Identify sources of information relating to culturally appropriate styles of communication for specific cultural groups among international clients

2.2 Analyse and note, using available information sources, culturally appropriate styles of communication for specific cultural groups among international clients

3. Apply culturally appropriate communication strategies with clients

3.1 Use preferred client communication styles and modes of communication with international clients

3.2 Use culturally appropriate verbal and non-verbal communication processes to establish rapport with international clients

3.3 Use active listening to establish rapport with international clients

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

3.5 Use open questions to promote two-way communication

3.6 Identify and act upon potential barriers to effective communication with international clients taking into account cultural influences

3.7 Ensure communication processes initiated identify client needs, preferences and expectations

4. Maintain and improve relationships with international clients

4.1 Develop strategies to establish processes for obtaining ongoing feedback from international clients to monitor satisfaction levels using appropriate techniques

4.2 Use strategies developed to elicit feedback to provide information in a form that can be used to improve relationships with international clients

4.3 Use feedback obtained to develop and implement strategies to maintain and improve relationships with international clients

4.4 Review the effectiveness of communication with international clients on a regular basis

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
Establish database of international clients applying relevant fields 
Establish and note preferred mode of communication for international clients 
Take into account the influence of geographic separation in establishing preferred mode of communication with international clients 
Use a diary of communications with international clients to provide a reminder to facilitate regular contact with international clients 
Establish a record-keeping strategy for communications with international clients 
Identify sources of information relating to culturally appropriate styles of communication for specific cultural groups among international clients 
Analyse and note, using available information sources, culturally appropriate styles of communication for specific cultural groups among international clients 
Use preferred client communication styles and modes of communication with international clients 
Use culturally appropriate verbal and non-verbal communication processes to establish rapport with international clients 
Use active listening to establish rapport with international clients 
Investigate and act upon opportunities to offer positive feedback to clients 
Use open questions to promote two-way communication 
Identify and act upon potential barriers to effective communication with international clients taking into account cultural influences 
Ensure communication processes initiated identify client needs, preferences and expectations 
Develop strategies to establish processes for obtaining ongoing feedback from international clients to monitor satisfaction levels using appropriate techniques 
Use strategies developed to elicit feedback to provide information in a form that can be used to improve relationships with international clients 
Use feedback obtained to develop and implement strategies to maintain and improve relationships with international clients 
Review the effectiveness of communication with international clients on a regular basis 

Forms

Assessment Cover Sheet

BSBREL501 - Build international client relationships
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

BSBREL501 - Build international client relationships

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: