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

CPPDSM3019B Mapping and Delivery Guide
Communicate with clients as part of agency operations

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency CPPDSM3019B - Communicate with clients as part of agency operations
Description This unit of competency specifies the outcomes required to interact and build relationships with clients as part of agency operations. It includes developing rapport with clients, handling initial client enquiries, establishing and maintaining a client database and dealing with client complaints and problems.The unit may form part of the licensing requirements for persons engaged in real estate activities in those States and Territories where these are regulated activities.
Employability Skills The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged, will assist in identifying employability skills requirements.
Learning Outcomes and Application This unit of competency supports the work of licensed real estate agents, real estate representatives and support staff in interacting and building effective relationships with clients as part of agency operations.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Nil
Competency Field Real estate
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: Establish rapport with clients.
  • Rapport with client is established and an interest in client needs, preferences and requirements is expressed to enhance client commitment and trust and credibility of agency, and build return client base.
  • Professional ethics are maintained with the client to promote agency image and credibility.
  • Effective communication strategies are employed to assist in establishing rapport with client.
       
Element: Handle initial client enquiries.
  • Client needs, preferences and requirements are accurately clarified to maximise opportunities to promote agency services.
  • Client is given space and time to evaluate agency services, while time is used to maximum advantage for client and agency.
  • Client is provided with accurate, initial information on agency services in line with client needs, agency practice and legal requirements.
  • Features and benefits of agency services are explained to client.
  • Interview appointment time is arranged where necessary and interview preparations are completed.
  • Formal and informal information is gathered and appropriate notes are taken for file.
       
Element: Maintain and use client database.
  • Client confidentiality is maintained as required by agency practice and legal requirements.
  • Client database is accurately developed, regularly maintained and securely stored according to agency policies and procedures.
  • Regular clients are accurately identified and followed up according to agency practice.
  • Client records are accurately used to advise clients on agency services of possible interest.
       
Element: Deal with client complaints and problems.
  • Client complaints and problems are acknowledged and client is supported reassuringly to produce positive outcome.
  • Client is encouraged to verbalise issues and active listening is used to minimise client frustration.
  • Client's confidence in agency is developed to promote long-term commitment and trust.
  • Mutually acceptable resolution of complaint or problem is achieved through implementing agency policy and procedures.
       


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, the range statement and the Assessment Guidelines for this Training Package.

Overview of assessment

This unit of competency could be assessed through practical demonstration of establishing rapport with a client, handling an initial client enquiry, establishing and maintaining a client database and dealing with client complaints and problems in the context of agency operations. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of:

applying agency policies and procedures, and relevant legislative requirements in regard to dealing with clients

applying knowledge of agency services to enhance client support

developing client commitment to agency and building return custom by establishing rapport and a relationship with client, maintaining professional ethics, and accurately discerning client needs, requirements and preferences

establishing and maintaining client records and details, maintaining client confidentiality, ensuring secure storage of client records and using client records to maximise client interest in agency services

resolving client complaints by acknowledging problems and supporting client in arriving at positive outcomes and obtaining mutually acceptable complaint resolution

using effective questioning, listening and observation skills to determine client requirements accurately.

Context of and specific resources for assessment

Resource implications for assessment include:

access to suitable simulated or real opportunities and resources to demonstrate competence

assessment instruments that may include personal planner and assessment record book

access to a registered provider of assessment services.

Where applicable, physical resources should include equipment modified for people with disabilities.

Access must be provided to appropriate learning and/or assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.

Validity and sufficiency of evidence require that:

competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace

where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence

all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence

where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time

assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.

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.

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills:

ability to communicate and relate to a range of people from diverse social, economic and cultural backgrounds and with varying physical and mental abilities

analytical skills to identify and clarify client needs, preferences and requirements

application of risk management strategies associated with handling initial enquiries from clients

computing skills to access agency databases, send and receive emails and complete standard forms online

decision making and problem solving skills to apply ethical standards and deal with client complaints and problems

literacy skills to access and interpret a variety of texts, including agency policy and procedures; record appointment details; take notes for files; and complete standard forms

numeracy skills to perform basic calculations associated with the scheduling of appointments and meetings

planning, organising and scheduling skills to make appointments for clients

research skills to identify and locate information on agency database and printed information held by industry and community groups

use of telephone systems.

Required knowledge and understanding:

agency record keeping requirements

agency client service goals and objectives

agency services, including:

features and benefits

types

client complaints and problems, including:

strategies for resolving conflicts

types

client database

client needs, preferences and requirements

diary systems

effective communication, including principles of and barriers to effective communication

ethical standards, including:

confidentiality

honesty

privacy

file notes

relevant federal, and state or territory legislation and local government regulations relating to:

anti-discrimination and equal employment opportunity

consumer protection

environmental issues

financial probity

franchises and business structure

industrial relations

OHS

property sales, leasing and management

risks and risk management strategies

software applications, including:

database

email

internet

word processing

types of clients

work organisation techniques, including:

prioritising workload to deal effectively with clients and enquiries

preparing information

timing and scheduling of appointments.

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 in the performance criteria is detailed below. Add any 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.

Clients may include:

buyer's agent

buyers

landlords

people from a range of social, cultural or ethnic backgrounds and with varying physical and mental abilities

property developers

regular and new customers

sellers

tenant's agent

tenants.

Client needs, preferences and requirements may include:

contract administration

current and planned real estate developments

information about agency services in relation to specific property

lease enquiries

physical needs

property characteristics, including:

availability of alternative energy sources

accessibility for people with disabilities

energy efficiency

energy ratings

water saving devices

property management

property sales.

Professional ethics maintained with the client may include:

confidentiality

honesty

positive statements

privacy.

Effective communication strategies may include:

active listening

being non-judgemental

exploring problems

expressing an individual perspective

providing sufficient time for questions and responses

providing summarising and reflective responses in conflict situations

using appropriate words, behaviour and posture

using clarifying and summarising questions

using clear and concise language

using culturally appropriate communication

using plain English

using verbal and non-verbal communication.

Client needs, preferences and requirements are accurately clarified through using:

active listening

appropriate questioning

empathy

observation

reassurance and confirmation.

Agency services may include:

property management

property sales.

Client database may be:

computer-based

manual.

Client records may include:

contact details

name

nature of enquiry or requirement

request for follow-up and promotional information.

Client complaints and problems may relate to:

agency service

client behaviour, including:

aggressive behaviour

arrogant behaviour

assertive behaviour

demanding behaviour

exasperated behaviour

fussy behaviour

passive behaviour

rude behaviour

property sales

property management.

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
Rapport with client is established and an interest in client needs, preferences and requirements is expressed to enhance client commitment and trust and credibility of agency, and build return client base. 
Professional ethics are maintained with the client to promote agency image and credibility. 
Effective communication strategies are employed to assist in establishing rapport with client. 
Client needs, preferences and requirements are accurately clarified to maximise opportunities to promote agency services. 
Client is given space and time to evaluate agency services, while time is used to maximum advantage for client and agency. 
Client is provided with accurate, initial information on agency services in line with client needs, agency practice and legal requirements. 
Features and benefits of agency services are explained to client. 
Interview appointment time is arranged where necessary and interview preparations are completed. 
Formal and informal information is gathered and appropriate notes are taken for file. 
Client confidentiality is maintained as required by agency practice and legal requirements. 
Client database is accurately developed, regularly maintained and securely stored according to agency policies and procedures. 
Regular clients are accurately identified and followed up according to agency practice. 
Client records are accurately used to advise clients on agency services of possible interest. 
Client complaints and problems are acknowledged and client is supported reassuringly to produce positive outcome. 
Client is encouraged to verbalise issues and active listening is used to minimise client frustration. 
Client's confidence in agency is developed to promote long-term commitment and trust. 
Mutually acceptable resolution of complaint or problem is achieved through implementing agency policy and procedures. 

Forms

Assessment Cover Sheet

CPPDSM3019B - Communicate with clients as part of agency operations
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

CPPDSM3019B - Communicate with clients as part of agency operations

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: