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

CPPDSM5029 Mapping and Delivery Guide
Manage client relationships and networks in the property industry

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPDSM5029 - Manage client relationships and networks in the property industry
Description
Employability Skills
Learning Outcomes and Application This unit of competency specifies the outcomes required to maintain positive business relationships and active professional networks in the property industry. It requires the ability to share and promote professional experiences within a network, and use interpersonal skills to build trust and improve client relationships.The unit supports the work of those involved in maintaining business relationships and professional networks. It applies to real estate agents, strata community managers, stock and station agents, Nationwide House Energy Rating Scheme (NatHERS) assessors, and home sustainability assessors.Licensing, legislative, regulatory or certification requirements apply to this unit in some States and Territories. Relevant state and territory regulatory authorities should be consulted to confirm those requirements.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

The following must be present and available to learners during assessment activities:

equipment:

computer system with internet, email and printing facilities

physical conditions:

clients and business networks

specifications:

sources of information on property industry networks

ethical standards for business relationships and networks

workplace policies and procedures on business relationships and networks

supervisor:

member of a work team in a property industry context.

Assessor requirements

As a minimum, assessors must satisfy the assessor requirements in the Standards for Registered Training Organisations (RTOs) current at the time of assessment.
Prerequisites/co-requisites
Competency Field Strata community management
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 relationship and network requirements.
  • Relationships and networks required to achieve business goals and objectives are systematically identified.
  • Consultative processes are used to identify and verify relationship and network requirements.
  • Business equipment and technology are used to organise and maintain information for easy access and retrieval.
  • Strategies are developed to obtain ongoing feedback to maintain and improve client relationships.
       
Element: Establish and maintain client relationships.
  • Communication methods are adapted to meet client-preferred communication style.
  • Client preferences, needs and expectations are confirmed and clarified using appropriate communication techniques.
  • Clear and constructive client advice is provided, detailing service provision outcomes, current needs and future options.
  • Feedback from clients and colleagues is used to assess quality of own performance and identify areas for improvement.
       
Element: Participate and influence business networks.
  • Professional networks and relevant business relationships are maintained to provide identifiable benefits for clients and the organisation.
  • Interactions with network members reflect sensitivity to social and cultural differences and individual needs.
  • Appropriate negotiation skills are used to promote and encourage participation in a supportive environment for network members.
  • Future support and service requirements for network members are identified and addressed in consultation with relevant people.
       


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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify relationship and network requirements.

1.1.

Relationships and networks required to achieve business goals and objectives are systematically identified.

1.2.

Consultative processes are used to identify and verify relationship and network requirements.

1.3.

Business equipment and technology are used to organise and maintain information for easy access and retrieval.

1.4.

Strategies are developed to obtain ongoing feedback to maintain and improve client relationships.

2.

Establish and maintain client relationships.

2.1.

Communication methods are adapted to meet client-preferred communication style.

2.2.

Client preferences, needs and expectations are confirmed and clarified using appropriate communication techniques.

2.3.

Clear and constructive client advice is provided, detailing service provision outcomes, current needs and future options.

2.4.

Feedback from clients and colleagues is used to assess quality of own performance and identify areas for improvement.

3.

Participate and influence business networks.

3.1.

Professional networks and relevant business relationships are maintained to provide identifiable benefits for clients and the organisation.

3.2.

Interactions with network members reflect sensitivity to social and cultural differences and individual needs.

3.3.

Appropriate negotiation skills are used to promote and encourage participation in a supportive environment for network members.

3.4.

Future support and service requirements for network members are identified and addressed in consultation with relevant people.

A person demonstrating competency in this unit must satisfy all of the elements, performance criteria, foundation skills and range of conditions of this unit.

The person must also:

identify and maintain one business relationship or professional network in the property industry

establish and maintain one client relationship

demonstrate having influenced one issue in one professional network.

In doing the above, the person must:

develop and implement feedback strategies to obtain information from relevant people on ways to improve relationships and delivery of client services

identify networking requirements through consultation with clients and colleagues

apply knowledge of organisation’s practices and ethical standards associated with maintaining positive business relationships and active professional networks

maintain up-to-date computer databases of relevant contacts and associated information

promote and participate in networks and provide support to network members

select appropriate methods and adapt communication styles when communicating with clients.

A person demonstrating competency in this unit must demonstrate knowledge of:

benefits of establishing relationships and business networks

key features of principal communication styles

features of ethical business relationships

networking strategies

principles and operations of networks

techniques for building relationships of trust, including with people from different cultures.

techniques for obtaining ongoing feedback to maintain and improve client relationships.

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.

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify relationship and network requirements.

1.1.

Relationships and networks required to achieve business goals and objectives are systematically identified.

1.2.

Consultative processes are used to identify and verify relationship and network requirements.

1.3.

Business equipment and technology are used to organise and maintain information for easy access and retrieval.

1.4.

Strategies are developed to obtain ongoing feedback to maintain and improve client relationships.

2.

Establish and maintain client relationships.

2.1.

Communication methods are adapted to meet client-preferred communication style.

2.2.

Client preferences, needs and expectations are confirmed and clarified using appropriate communication techniques.

2.3.

Clear and constructive client advice is provided, detailing service provision outcomes, current needs and future options.

2.4.

Feedback from clients and colleagues is used to assess quality of own performance and identify areas for improvement.

3.

Participate and influence business networks.

3.1.

Professional networks and relevant business relationships are maintained to provide identifiable benefits for clients and the organisation.

3.2.

Interactions with network members reflect sensitivity to social and cultural differences and individual needs.

3.3.

Appropriate negotiation skills are used to promote and encourage participation in a supportive environment for network members.

3.4.

Future support and service requirements for network members are identified and addressed in consultation with relevant people.

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Relationships and networks must include at least two of the following:

advocacy groups

committees, including advisory committees

community service groups

corporate social responsibility organisations

government agencies

internal and external clients

lobby groups

local inter-agency groups

professional, industry and occupational associations

project-specific ad hoc consultative or reference groups

specific interest or support groups

sponsors

strata communities

suppliers

supporting professionals and advisers

work teams.

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
Relationships and networks required to achieve business goals and objectives are systematically identified. 
Consultative processes are used to identify and verify relationship and network requirements. 
Business equipment and technology are used to organise and maintain information for easy access and retrieval. 
Strategies are developed to obtain ongoing feedback to maintain and improve client relationships. 
Communication methods are adapted to meet client-preferred communication style. 
Client preferences, needs and expectations are confirmed and clarified using appropriate communication techniques. 
Clear and constructive client advice is provided, detailing service provision outcomes, current needs and future options. 
Feedback from clients and colleagues is used to assess quality of own performance and identify areas for improvement. 
Professional networks and relevant business relationships are maintained to provide identifiable benefits for clients and the organisation. 
Interactions with network members reflect sensitivity to social and cultural differences and individual needs. 
Appropriate negotiation skills are used to promote and encourage participation in a supportive environment for network members. 
Future support and service requirements for network members are identified and addressed in consultation with relevant people. 

Forms

Assessment Cover Sheet

CPPDSM5029 - Manage client relationships and networks in the property industry
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

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Assessor name:

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Assessment Record Sheet

CPPDSM5029 - Manage client relationships and networks in the property industry

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:

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