ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Establish relationship with franchisor

1.1 Identify the franchisor’s representative/s or liaison person/s

1.2 Identify communication channels with the franchisor’s representative/s or liaison person/s

1.3 Establish schedule of contact with the franchisor’s representative/s or liaison person/s

1.4 Hold initial meeting with the franchisor’s representative/s or liaison person/s to initiate ongoing relationship

1.5 Ensure participation in the franchisee advisory council meetings and relevant activities

2 Determine services available from franchisor

2.1 Consult with the franchisor’s representative/s or liaison person/s to determine range of services available through the franchisor

2.2 Establish schedule for accessing services of the franchisor

2.3 Access services available through the franchisor according to schedule and as needs arise in the course of business operations

2.4 Maintain currency of information relating to services available through the franchisor

3 Implement strategies for meeting franchisee’s financial obligations

3.1 Identify franchisee’s financial obligations to the franchisor

3.2 Develop and implement strategies and procedures to meet franchisee’ financial obligations

3.3 Undertake planning to facilitate ongoing management of franchise

4 Resolve disputes with franchisor

4.1 Identify disputes with the franchisor and enter into negotiations with the franchisor’s representative/s or liaison person/s in line with complaints handling procedure as described in the Franchising Code of Conduct

4.2 Seek assistance from third parties or mediators to facilitate resolution of disputes arising with the franchisor and in line with the complaints handling procedure

4.3 Resolve disputes and document courses of agreed action

4.4 Implement agreed courses of action to resolve disputes

4.5 Use lessons learned from disputes to guide future business operations and to facilitate positive relationships with the franchisor

Skill

Performance

Criteria

Description

Reading

1.1, 1.2, 2.2-2.4, 3.1, 3.2, 4.2

Interprets textual information obtained from a range of sources and determines how content may be applied to individuals and organisational requirements

Writing

1.3, 2.2, 2.4, 3.2, 4.2, 4.3

Uses clear, specific and industry-related terminology to complete and update workplace documentation to convey explicit information, requirements and recommendations

Oral Communication

1.3-1.5, 2.1, 2.4, 4.1-4.3, 4.5

Articulates requirements clearly using language appropriate to audience and environment

Uses active listening and questioning techniques to clarify and confirm understanding

Numeracy

3.1

Identifies and comprehends relevant mathematical information to manage financial obligations and account for expenditures

Navigate the world of work

2.3, 3.2, 4.1

Recognises, develops and follows explicit and implicit protocols and meets expectations associated with own role

Interact with others

1.2-1.5, 2.1, 4.1, 4.2

Selects the appropriate form, channel and mode of communication for a specific purpose relevant to own role

Uses a range of strategies to establish a sense of connection with others

Collaborates with others to achieve joint outcomes, playing an active role in facilitating effective group interaction

Get the work done

1.1-1.3, 2.2-2.4, 3.1- 3.3, 4.1, 4.3-4.5

Plans, organises and implements tasks required to achieve required outcomes in accordance with franchise arrangement

Applies formal problem solving skills to address issues, seeking expert assistance if required

Identifies some key principles that may be relevant in future situations