This unit applies to individuals with managerial responsibility for building, maintaining and improving effective relationships with international clients including building interpersonal communication strategies. This managerial responsibility also includes analysing, identifying and applying culturally appropriate communication strategies with these clients.

ELEMENT

PERFORMANCE CRITERIA

1. Build interpersonal communication strategies

1.1. Establish database of international clients with relevant fields

1.2. Establish and note preferred mode of communication for communicating with 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 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 in communications 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 including those that are influenced by culture

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

Required skills

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

interpersonal skills to establish rapport, build relationships with others and demonstrate empathy in a cross-cultural context

technology skills to use a range of software to record details about international client relationships formed.

Required knowledge

characteristics of specific cultural groups

identification and overview knowledge of key provisions of relevant legislation from all levels of government that affects business operations, codes of practice and national standards, such as:

Trade Practices Act

principles of communication theory, especially cross-cultural communication

range of products or services marketed by business in international settings

range of software programs to be used in financial reporting activities

sources of information about relevant cultural groups.

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:

building, maintenance and improvement of relationships with international clients over time

processes used to analyse, identify and apply culturally appropriate communication strategies with international clients

knowledge of characteristics of specific cultural groups.

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 workplace documents and records.

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:

analysis of responses to case studies and scenarios

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

observation of presentations

observation of techniques used to gather market intelligence

oral or written questioning to assess knowledge of principles of communication theory, especially cross-cultural communication

review of communications diary with international clients

assessment of analysis and noting of culturally appropriate styles of communication for specific cultural groups among international clients

evaluation of strategies developed to establish processes for obtaining ongoing feedback from international clients.

Guidance information for assessment

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

BSBREL502A Build international business networks.

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.

Fields may include:

contact details (addresses, phone, fax, email, mobile)

cycle for contact

names of individuals and their companies

notes on preferred communication style

preferred mode of communication

records of communications

title/job role

Mode of communication may include:

email

fax

letter

phone

visit

Geographic separation may include:

differences in time zones

lack of opportunities for face-to-face contact

Diary formats may include:

electronic

linked to database of international clients

paper-based

Sources of information may include:

academic publications and personnel

advice provided by Austrade and state/territory government agencies, chambers of commerce

staff within own organisation from same cultural group as international clients

trade and business publications

Culturally appropriate styles of communication may include:

differences in assertiveness across cultures and individuals

distance between communicating parties

eye contact

forms of address used for names

voice tone

Barriers may include:

cultural differences

educational differences

non-verbal communication

not listening actively

organisational

physical, personal, and age differences

stereotypes

voice modulation and articulation

word choice

Appropriate techniques may include:

email

letter

survey instruments

telephone

Unit sector

Business Development - International Business

This unit contains employability skills.