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Evidence Guide: BSBREL501 - Build international client relationships

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

BSBREL501 - Build international client relationships

What evidence can you provide to prove your understanding of each of the following citeria?

Build interpersonal communication strategies

  1. Establish database of international clients applying relevant fields
  2. Establish and note preferred mode of communication for international clients
  3. Take into account the influence of geographic separation in establishing preferred mode of communication with international clients
  4. Use a diary of communications with international clients to provide a reminder to facilitate regular contact with international clients
  5. Establish a record-keeping strategy for communications with international clients
Establish database of international clients applying relevant fields

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and note preferred mode of communication for international clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish a record-keeping strategy for communications with international clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse and identify culturally appropriate communication strategies with clients

  1. Identify sources of information relating to culturally appropriate styles of communication for specific cultural groups among international clients
  2. Analyse and note, using available information sources, culturally appropriate styles of communication for specific cultural groups among international clients
Identify sources of information relating to culturally appropriate styles of communication for specific cultural groups among international clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Apply culturally appropriate communication strategies with clients

  1. Use preferred client communication styles and modes of communication with international clients
  2. Use culturally appropriate verbal and non-verbal communication processes to establish rapport with international clients
  3. Use active listening to establish rapport with international clients
  4. Investigate and act upon opportunities to offer positive feedback to clients
  5. Use open questions to promote two-way communication
  6. Identify and act upon potential barriers to effective communication with international clients taking into account cultural influences
  7. Ensure communication processes initiated identify client needs, preferences and expectations
Use preferred client communication styles and modes of communication with international clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use active listening to establish rapport with international clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and act upon opportunities to offer positive feedback to clients

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use open questions to promote two-way communication

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure communication processes initiated identify client needs, preferences and expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain and improve relationships with international clients

  1. Develop strategies to establish processes for obtaining ongoing feedback from international clients to monitor satisfaction levels using appropriate techniques
  2. Use strategies developed to elicit feedback to provide information in a form that can be used to improve relationships with international clients
  3. Use feedback obtained to develop and implement strategies to maintain and improve relationships with international clients
  4. Review the effectiveness of communication with international clients on a regular basis
Develop strategies to establish processes for obtaining ongoing feedback from international clients to monitor satisfaction levels using appropriate techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

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