ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Build interpersonal communication strategies

1.1 Establish database of international clients applying relevant fields

1.2 Establish and note preferred mode of communication for international clients

1.3 Take into account the influence of geographic separation in establishing preferred mode of communication with international clients

1.4 Use a diary of communications with international clients to provide a reminder to facilitate regular contact with international clients

1.5 Establish a record-keeping strategy for communications with international clients

2. Analyse and identify culturally appropriate communication strategies with clients

2.1 Identify sources of information relating to culturally appropriate styles of communication for specific cultural groups among international clients

2.2 Analyse and note, using available information sources, culturally appropriate styles of communication for specific cultural groups among international clients

3. Apply culturally appropriate communication strategies with clients

3.1 Use preferred client communication styles and modes of communication with international clients

3.2 Use culturally appropriate verbal and non-verbal communication processes to establish rapport with international clients

3.3 Use active listening to establish rapport with international clients

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

3.5 Use open questions to promote two-way communication

3.6 Identify and act upon potential barriers to effective communication with international clients taking into account cultural influences

3.7 Ensure communication processes initiated identify client needs, preferences and expectations

4. Maintain and improve relationships with international clients

4.1 Develop strategies to establish processes for obtaining ongoing feedback from international clients to monitor satisfaction levels using appropriate techniques

4.2 Use strategies developed to elicit feedback to provide information in a form that can be used to improve relationships with international clients

4.3 Use feedback obtained to develop and implement strategies to maintain and improve relationships with international clients

4.4 Review the effectiveness of communication with international clients on a regular basis

Skill

Performance

Criteria

Description

Reading

1.1, 2.1, 2.2, 3.6

Researches and critically analyses information from a range of sources to interpret communication and support resource requirements

Writing

1.1-1.5, 2.2, 3.1, 3.2, 4.1

Develops workplace material ensuring vocabulary, grammatical structures and conventions are appropriate for the target audience

Oral Communication

3.2-3.6, 4.2

Engages with others using culturally appropriate language and non-verbal features

Uses active listening and open questioning techniques to confirm understanding

Interact with others

1.2, 3.1-3.7, 4.2

Implements strategies for a diverse range of clients to build rapport and foster strong relationships

Varies content, structure, style, tone and vocabulary to suit the needs of different audiences

Get the work done

1.1-1.5, 2.1, 2.2, 3.6, 4.1-4.4

Takes responsibility for planning, sequencing and prioritising tasks for efficient and effective outcomes

Uses analytical processes to identify problems, gather relevant information, evaluate options and determine solutions

Takes responsibility for the outcomes of routine decisions related directly to own role

Evaluates outcomes to reflect on the ways in which communications in an international context can be improved

Uses digital systems and tools to access, store and retrieve information