This unit applies to individuals with a broad knowledge of networking and negotiation who contribute well developed skills in creating solutions to unpredictable problems through analysis and evaluation of information from a variety of sources. They may have responsibility to provide guidance or to delegate aspects of tasks to others.

ELEMENT

PERFORMANCE CRITERIA

1. Develop and maintain business networks

1.1. Use appropriate network strategies to establish and maintain relationships that promote the development of business opportunities

1.2. Identify and pursue network opportunities to maximise a range of contacts

1.3. Communicate information regarding new networks to inform individuals, colleagues and clients of potential benefits

1.4. Participate in professional networks and associations to obtain and maintain personal knowledge and skills

2. Establish and maintain business relationships

2.1. Develop and maintain relationships to promote benefits consistent with organisational/client requirements

2.2. Gain and maintain trust and confidence of contacts through demonstration of high standards of business practices

2.3. Use a high level of negotiation skills to encourage positive outcomes

2.4. Identify difficult situations and negotiate solutions using collaborative problem-solving techniques

2.5. Seek specialist advice in the development of contacts where appropriate

3. Promote the relationship

3.1. Develop strategies to represent and promote the interests and requirements of the relationship

3.2. Use appropriate presentation skills to communicate the goals and objectives of the relationship

3.3. Effectively communicate issues, policies and practices of the relationship to a range of audiences, in writing and verbally

3.4. Obtain feedback to identify and develop ways to improve promotional activities within available opportunities

Required skills

communication skills to receive and report on feedback, to maintain effective relationships and to manage conflict

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

leadership skills to gain trust and confidence of clients and colleagues

negotiation skills to achieve mutually acceptable outcomes

technology skills to support effective communication and presentation.

Required knowledge

client or organisational policies, plans and procedures

related organisations, agencies and networks

trends and forecasts for relevant industries, services and products.

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:

establishing contacts and participating in networks

identifying opportunities for networking

knowledge of related organisations, agencies and networks

maintaining records of relevant contacts.

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 examples of networking strategies and documentation.

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 documentation communicating issues, policies and practices of the relationship to a range of audiences

evaluation of promotional strategies

observation of negotiation of solutions between groups and individuals

observation of promotional presentations.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

interpersonal communication units

other relationship management units.

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.

Network strategies may include:

association memberships

conference participation

distributing materials

individual marketing

maintaining regular contact

seminar attendance

Professional networks and associations may include:

advisory committees

colleagues

committees

government agencies

internal/external customers

lobby groups

local inter-agency groups

other organisations

professional/occupational associations

project specific ad hoc consultative/reference groups

specific interest or support groups

suppliers

work team

Organisational/client requirements may be included in:

access and equity principles and practices

defined resource parameters

ethical standards

goals, objectives, plans, systems and processes

legal and organisational policies, guidelines and requirements

marketing plan

occupational health and safety policies, procedures and programs

quality and continuous improvement processes and standards

quality assurance and/or procedures manuals

Negotiation skills may include:

assertiveness

bargaining

collaboration

confidence building

conflict reduction

empathising

offers and counter offers

solution designing

stress management

Feedback may include:

accuracy and sufficiency of information

appropriateness of audience

benefits to organisation

impact of message

liaison with networks

participation of competitors

use of media

Unit sector

Stakeholder Relations - Relationship Management

This unit contains employability skills.