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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. |
Interpersonal techniquesmay include: | active listening being respectful and non-discriminatory to others control of tone of voice and body language demonstrating flexibility and willingness to negotiate and compromise interpreting non-verbal and verbal messages maintaining professionalism providing and receiving constructive feedback questioning to clarify and confirm understanding two-way communication use of communication appropriate to cultural differences use of positive, confident and cooperative language. |
Legislative requirementsmay relate to: | applicable commonwealth, state and territory legislation which affects work such as: workplace safety environmental issues equal employment opportunity industrial relations anti-discrimination and diversity Australian building codes and regulations Australian Communications Authority cabling standards Australian standards and quality assurance award and enterprise agreements evidence collection freedom of information goods and services tax licensing arrangements and certification requirements privacy requirements relevant industry codes of practice telecommunications trade practices transport, storage and handling of goods. |
Organisational requirementsmay relate to: | access and equity policies, principles and practices business and performance plans client service standards code of conduct, code of ethics communication and reporting procedures complaint and dispute resolution procedures emergency and evacuation procedures employer and employee rights and responsibilities Occupational Health and Safety (OHS) policies, procedures and programs own role, responsibility and authority personal and professional development privacy and confidentiality of information quality assurance and continuous improvement processes and standards resource parameters and procedures roles, functions and responsibilities of security personnel storage and disposal of information. |
Products and servicesmay include: | alarm systems audible and visual warning devices bank pop up screens biometrics systems boom gates cameras control panels detection devices electric and mechanical fire safety and fire locking systems electronic readers electronic recognition controls grills intercoms lighting locks and locking systems monitors and control equipment power supplies security doors and door controls turnstiles wireless equipment. |
Communication skillsmay include: | active listening comprehension note-taking positive body language questioning reading accurately speaking clearly summarising writing. |
Personal limitationsmay relate to: | being unsure of best method to complete task compliance with OHS requirements current competence level difficulties in meeting timelines inability to fulfil own role and responsibilities licensing requirements product knowledge or specifications understanding of assignment instructions understanding of legal requirements. |
Relevant personsmay include: | client security consultant senior sales colleagues supervisor suppliers or manufacturers technical security specialists. |
Routine client questionsmay relate to: | installation merchandise price quality supply and delivery processes and timeframes usage warranty. |
Sales techniquesmay include: | closing a sale gaining a client negotiation skills over-the-phone empathy creation securing payment techniques including, trade-up, trade-in, tie-ins, cut-ins, range-ins. |
Manufacturer's specificationsmay be found in: | attachments to the equipment equipment specifications operator manuals plans and diagrams printed instruction leaflets warranty documents. |
Sale closing methodsmay include: | allow client time to make a decision ask for the sale in a positive and professional manner creating a sense of urgency for purchase monitoring buying signals provide alternatives (eg style, size etc) provide solutions to outstanding problems or condition of sale (eg guarantee delivery date etc). |
Feedbackmay be obtained from the following sources: | client satisfaction forms follow up contact suggestion box telephone survey verbal questioning. |