ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Initiate interpersonal communication with clients

1.1 Identify and use preferred client communication styles and methods

1.2 Establish rapport with clients using verbal and nonverbal communication processes

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

1.4 Use open questions to promote twoway communication

1.5 Identify and act upon potential barriers to effective communication with clients

1.6 Initiate communication processes which relate to client needs, preferences and expectations

2. Establish client relationship management strategies

2.1 Develop client loyalty objectives focusing on the development of long term business partnerships

2.2 Assess client profile information to determine approach

2.3 Develop client loyalty strategies to attract and retain clients in accordance with the business strategy

2.4 Identify and apply client care and client service standards

3. Maintain and improve ongoing relationships with clients

3.1 Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels

3.2 Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients

3.3 Obtain feedback to develop and implement strategies which maintain and improve relationships with clients

4. Build and maintain networks

4.1 Allocate time to establish and maintain business contacts

4.2 Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market

4.3 Establish communication channels to exchange information and ideas

4.4 Provide, seek and verify information to the network

Skill

Performance

Criteria

Description

Reading

1.1, 1.3, 1.5, 2.2, 2.3, 2.4, 3.1, 4.2- 4.4

Interprets information from a range of sources to determine and adhere to communication and networking requirements

Writing

1.1,1.5, 2.1, 2.3, 2.4, 3.1, 3.2, 4.2, 4.3

Records notes from research and discussions for future reference

Develops materials for a specific audience according to organisational standards

Oral Communication

1.1-1.6, 2.3, 2.4, 3.3, 4.2-4.4

Participates in spoken exchanges with a range of audiences using structure and language to suit the audience

Involves others in discussions using active listening and questioning techniques appropriately

Numeracy

2.4, 4.1

Performs calculations to determine timeframes and measure actual performance against required standards

Navigate the world of work

2.3, 2.4

Considers wider organisational goals when developing customer relationship strategies

Interact with others

1.1, 1.2, 1.5, 1.6, 3.3, 4.2-4.4

Selects and uses appropriate conventions and protocols when communicating with clients or business contacts to build rapport, seek or present information

Recognises the need to alter personal communication style in response to the needs, values, beliefs and cultural expectations of others

Adapts personal communication style to build positive working relationships and show respect for the opinions, values and particular needs of others

Get the work done

1.1, 2.1-2.4, 3.1-3.3, 4.1-4.4

Takes responsibility for planning, sequencing and implementing tasks and own workload to achieve business outcomes

Uses analytical processes to gather relevant information, identify and evaluate options and decide on appropriate systems and strategies

Actively monitors and evaluates effectiveness of decisions to identify and implement improvements