CPPSIS5042A - Maintain effective internal and external spatial communication networks

CPPSIS5042A
Maintain effective internal and external spatial communication networks

This unit of competency specifies the outcomes required to build and maintain effective relationships with clients and staff in order to support effective internal and external spatial communication networks. It requires highly developed communication and negotiation skills and the ability to apply skills and knowledge to a wide variety of spatial contexts with substantial depth to provide scope for spatial knowledge management. Functions would be carried out within organisational guidelines.

Application

This unit of competency supports the application of sound verbal and written communication, interpersonal, teamwork, self-management, human resource management and problem-solving skills. The skills and knowledge acquired upon completion of this unit would support the needs of employees in surveying, cartography, town planning, mapping or geographic information systems (GIS).

Prerequisites

Nil

Elements and Performance Criteria

1	Maintain client relationships.	1.1	Client relationships are maintained according to organisational guidelines.
		1.2	Changes in client needs are monitored and appropriate action is taken.
		1.3	Client satisfaction, goodwill and trust are achieved by completing all activities according to organisational guidelines, industry standards and client needs.
		1.4	Feedback on company performance and level of client satisfaction is sought to establish an understanding of spatial product and service requirements.
		1.5	Contracts or variations to contracts are implemented according to company requirements and client needs.
		1.6	Client expectations of reliability, punctuality, and product and service delivery are met.

2	Satisfy complex client needs.	2.1	Clients are encouraged and assisted to evaluate spatial product and service options to satisfy their needs according to company requirements.
		2.2	Areas of difficulty are identified and remedial action is prioritised according to organisational guidelines.
		2.3	Enquiries and complaints are used as opportunities to re-establish client relationship.

3	Build business contacts and networks.	3.1	Organisations and groups that have the potential to benefit from company products and services are identified.
		3.2	Appropriate contact officers at the companies identified are contacted according to organisational guidelines.
		3.3	Agreed methods of communication and high business standards are maintained with business contacts and networks according to organisational guidelines.
		3.4	Strategies to represent and promote the company’s interests and requirements are developed.
		3.5	Project activity is communicated to relevant personnel and supervisory processes are used to monitor activity according to client needs.
		3.6	Activity is monitored to ensure it meets project objectives and client expectations.
		3.7	Client contact is maintained upon project completion to ensure that possible future project activity opportunities are maximised.

4	Work effectively with business contacts.	4.1	Realistic service commitments are set and adhered to according to organisational guidelines.
		4.2	Flexibility in work practices is encouraged when operating under unusual or complex spatial requirements.
		4.3	Situations outside own area of responsibility are referred to appropriate personnel according to organisational guidelines.

5	Communicate advice and pricing information.	5.1	Written and verbal responses are presented according to organisational guidelines.
		5.2	Pricing information for routine specified products and services is provided according to organisational guidelines.
		5.3	Client requirements for follow-up information are attended to promptly.
		5.4	Co-workers and supervisors are promptly advised of work implications.
		5.5	Spatial business documentation is completed according to work procedures.
		5.6	Contact with client, including enquiries and complaints, is recorded and provides an objective record of matters addressed and remedial and other action taken.
		5.7	Client confidentiality is maintained according to company guidelines and client requirements.

Required Skills

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills

communication skills that assist in facilitating client relationships, including:

accessing, synthesising and using information

assertiveness

communicating effectively on the telephone

displaying empathy, tact and diplomacy

negotiation

written skills to document follow-up action

computer skills to complete business documentation

interpersonal skills, including cooperation and flexibility

initiative and enterprise skills to manage human resources

literacy skills to:

assess and use workplace information

read and write technical reports

research and evaluate

numeracy skills to:

analyse errors

conduct image analysis

interpret and analyse statistics

perform mental calculations

provide quotations and estimates

record with accuracy and precision

undertake computations

organisational skills to:

coordinate technical and human resource inputs to research activities

prioritise activities to meet contractual requirements

spatial skills to:

archive and retrieve spatial data

manage files

Required knowledge

complaint handling procedures

client groups (internal and external)

human resource management

industry ethics and practice

legislation as it applies to the spatial industry sector

marketing guidelines

methods of establishing and maintaining effective business contacts and networks

organisational customer service standards

pricing schedules

principles of time management

product and service knowledge

role of designated personnel in client referrals

range of potential and actual business contacts and networks

safe work practices

sales presentation processes

spatial data capture methodologies

spatial information principles and their application

spatial information services (SIS) project contingencies

spatial referencing systems

spatial products and services

spatial technologies

use of metadata

work allocation procedures

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Overview of assessment	This unit of competency could be assessed on its own or in combination with other units relevant to the job function, for example CPPSIS5045A Undertake spatial process improvement to reduce costs and improve service.
Critical aspects for assessment and evidence required to demonstrate competency in this unit	A person who demonstrates competency in this unit must be able to provide evidence of: assessing and acting on contingencies identifying and using opportunities for establishing and maintaining business contacts and networks knowledge of products and services available and the capacity to explain to clients the features and benefits of products and services leading teams presenting information in a variety of formats to a range of business contacts proactive client relationship-building skills sound communication, problem-solving and negotiation skills.
Specific resources for assessment	Resource implications for assessment include access to: assessment instruments, including personal planner and assessment record book assignment instructions, work plans and schedules, policy documents and duty statements registered training provider of assessment services relevant guidelines, regulations and codes of practice suitable venue and equipment. Access must be provided to appropriate learning and assessment support when required. Where applicable, physical resources should include equipment modified for people with disabilities.
Context of assessment	Holistic: based on the performance criteria, evidence guide, range statement, and required skills and knowledge.
Method of assessment	Demonstrated over a period of time and observed by the assessor (or assessment team working together to conduct the assessment). Demonstrated competency in a range of situations, that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace. Obtained by observing activities in the field and reviewing induction information. If this is not practicable, observation in realistic simulated environments may be substituted.
Guidance information for assessment	Assessment requires that the clients’ objectives and industry expectations are met. If the clients’ objectives are narrowly defined or not representative of industry needs, it may be necessary to refer to portfolio case studies of a variety of SIS requirements to assess competency. Oral questioning or written assessment and hypothetical situations (scenarios) may be used to assess underpinning knowledge (in assessment situations where the candidate is offered a preference between oral questioning or written assessment, questions are to be identical). Supplementary evidence may be obtained from relevant authenticated correspondence from existing supervisors, team leaders or specialist training staff. All practical demonstration must adhere to the safety and environmental regulations relevant to each State or Territory. Where assessment is for the purpose of recognition (recognition of current competencies [RCC] or recognition of prior learning [RPL]), the evidence provided will need to be authenticated and show that it represents competency demonstrated over a period of time. In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Assessment processes will be appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.

Range Statement

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 in the performance criteria is detailed below. Add any 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.
Client may include:	customers with routine or special requests external to organisation internal to organisation regular and new customers, including: business enterprises government agencies members of the public suppliers.
Organisational guidelines may include:	code of ethics company policy legislation relevant to the work or service function manuals OHS policies and procedures personnel practices and guidelines outlining work roles and responsibilities.
Client needs may include:	administration advice or general information cartography commercial, government or industrial interests complaints and suggestions environmental services GIS locational information mapping information payment spatial software surveying.
Spatial product and service requirements may include:	database management system (DBMS) dataset datum, including geocentric datum digital geographic information exchange standard (DIGEST) digital imagery digital nautical chart engineering surveying existing spatial datasets geocoding geodata products geodetic surveying GIS historical spatial data hydrographic surveying internet spatial data directories land information system map projections map referencing metadata mining surveying navigational tools such as global navigation satellite system (GNSS) units remote sensing reports software tender documents theodolite data topographic data topographic information.
Company requirements may include:	company’s promotional needs legal and organisational policies and guidelines legislative and regulatory requirements, including: codes of conduct consumer law environmental law laws specific to local government, state, territory and federal legislation OHS privacy legislation personnel practices and guidelines outlining work roles and responsibilities quality systems, standards and guidelines staff appearance and presentation.
Remedial action may include:	clarification of client needs and instructions implementation of required changes referral to appropriate personnel.
Communication may include:	presentation on company profile correspondence exchange of reports and information inspection of communication channels logbooks newsletters electronic, verbal or written.
Business contacts and networks may include:	community groups departments or branches of the organisation environmental groups local, state or territory, and federal government research companies software vendors suppliers technicians.
Relevant personnel may include:	colleagues company personnel staff or employee representatives supervisors or line managers suppliers team members users.
Supervisory processes may include:	delegating implementing monitoring overseeing practices reviewing setting objectives targeting.
Monitored may include:	formal or informal discussion with client maintaining awareness of client needs and operating environment performance review against project milestones review of client instruction.
Maintained may include:	business promotional contact follow-up contact at designated times follow-up on industry intelligence follow-up on past projects.
Complex spatial requirements may include any requirement that:	calls for diplomacy or discretion beyond operational activity involves accessing information that is not immediately obvious or accessible warrants the attention of particular personnel.
Appropriate personnel may include:	colleagues staff or employee representatives supervisors or line managers suppliers.
Written and verbal responses may include:	electronic or paper-based formal correspondence general advice informal conversations or correspondence information on products available, including features and benefits pricing estimates quotations standard industry disclaimers.
Spatial business documentation may include:	databases detailed technical description of the spatial data and its qualifiers emails faxes quotations and estimates standard letters tax invoices statements.
Work procedures may be written or verbal and may include:	assignment instructions instructions from colleagues, supervisors or managers personal protective equipment requirements reporting and documentation requirements specific client requirements.

Sectors

Surveying and spatial information services

Employability Skills

This unit contains employability skills.

Licensing Information

No licensing, legislative and regulatory requirements apply to this unit at the time of endorsement.