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Evidence Guide: SRXGCSO01A - Create client relationship

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

 

SRXGCSO01A - Create client relationship

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

Establish contact with clients

  1. Create and maintain a welcoming client environment
  2. Acknowledge and greet clients courteously and politely according to enterprise policies and procedures
  3. Communicate with clients in a clear, concise and courteous manner
  4. Demonstrate effective communication techniques
  5. Establish a rapport/relationship with the client and express a genuine interest in client needs/requirements
  6. Create an effective service environment through verbal and non-verbal presentation according to enterprise policies and procedures
Create and maintain a welcoming client environment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Acknowledge and greet clients courteously and politely according to enterprise policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with clients in a clear, concise and courteous manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Demonstrate effective communication techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish a rapport/relationship with the client and express a genuine interest in client needs/requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Create an effective service environment through verbal and non-verbal presentation according to enterprise policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present a positive organisational image

  1. Provide information to the public to maintain organisation's image and accountability
  2. Establish and maintain professional ethics to enhance client commitment and build return client base
  3. Demonstrate actions that are in keeping with the required organisational image
Provide information to the public to maintain organisation's image and accountability

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish and maintain professional ethics to enhance client commitment and build return client base

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Demonstrate actions that are in keeping with the required organisational image

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The Evidence Guide identifies the critical aspects, knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statements

Critical aspects of evidence to be considered

Assessment must confirm sufficient knowledge of communication techniques and organisation's products and services

Assessment of performance should be over a minimum of five (5) client encounters including a variety of clients and enquiries, covering the prescribed number of categories from the Range Statements

Assessment must confirm the ability to apply this knowledge and appropriate techniques to

create a welcoming client environment

create an effective service environment

build a return client base

Interdependent assessment of units

This unit must be assessed after attainment of competency in the following unit(s)

Nil

This unit must be assessed in conjunction with the following unit(s)

Nil

For the purpose of integrated assessment, this unit may be assessed in conjunction with the following unit(s)

Nil

Required knowledge and skills

Required knowledge

State/Territory/Commonwealth legislation, regulations, industry codes of practice, standards and guidelines, procedures and protocols, in regard to meeting and greeting customers

Consumer law, environmental law, Occupational Health and Safety (OH&S), discrimination/equal employment opportunity, harassment and other laws specific to local government, state and federal legislation

Privacy legislation

Codes of Conduct

Relevant product knowledge and organisation standards

Required skills

Language skills which allow for adequate communication with the client

Literacy skills to the level required to acquire the required product knowledge

Numeracy skills to the level required to interpret the client requirements and meet their needs

Resource implications

Physical resources - assessment of this unit of competency requires access to

a real work environment with exposure to a minimum of five (5) real clients, representative of a normal client base

a variety of work related products and services

Human resources - assessment of this unit of competency will require human resources consistent with those outlined in the Assessment Guidelines. That is, assessors (or persons within the assessment team) must

be competent in this unit but preferably be competent in the unit at the level above

be current in their knowledge and understanding of the industry through provision of evidence of professional activity in the relevant area

have attained the mandatory competency requirements for assessors under the Australian Quality Training Framework (AQTF) as specified in Standard 7.3 of the Standards for Registered Training Organisations

Consistency in performance

Due to issues such as the diversity of clients and enquiries, this unit of competency must be assessed over a minimum of five (5) client encounters with a variety of clients and enquiries, in order to ensure consistency of performance over the Range Statements and contexts applicable to creating client relationships

Context for assessment

This unit of competency must be assessed in the context of creating a client relationship with a range of real clients. For validity and reliability the assessment should occur in the workplace. The interactions should be representative of a realistic workday

This unit of competency should be assessed through the observation of processes and procedures, oral and/or written questioning on required knowledge and skills and consideration of required attitudes

Where performance is not directly observed and/or is required to be demonstrated over a "period of time" and/or in a "number of locations", any evidence should be authenticated by colleagues, supervisors, clients or other appropriate persons

KEY COMPETENCIES

Collect, Analyse&Organise Information

Communicate Ideas&Information

Plan&Organise Activities

Work with Others&in Teams

Use Mathematical Ideas&Techniques

Solve Problems

Use Technology

2

2

-

2

1

2

2

These levels do not relate to the Australian Qualifications Framework. They relate to the seven areas of generic competency that underpin effective workplace practices.

The three levels of performance (1, 2 and 3) denote the level of competency required to perform the task:

Use routine approaches

Select from routine approaches

Establish new approaches

Collecting, analysing and organising information - Developing a client database

Communicating ideas and information - Responding to client enquiries

Planning and organising activities - Not applicable

Working with teams and others - Working with client to meet their needs

Using mathematical ideas and techniques - Tallying quantities for an order

Solving problems - Meeting a clients needs when what they want is not available

Using technology - Operating computer database

Please refer to the Assessment Guidelines for advice on how to use the Key Competencies.

Required Skills and Knowledge

Not applicable.

Range Statement

Range Statements

The Range Statements provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. The Range Statements relate to the unit as a whole and helps facilitate holistic assessment. In addition, the following variables may be present for this particular unit of competency

CATEGORIES

Clients

[all categories]

internal or external

superficial contact

clients with routine special requests

regular and new clients

people from a range of social, cultural or ethnic backgrounds

people with varying physical and mental abilities

people who may be unwell, drug affected and emotionally distressed

Communication techniques

[all categories]

active listening techniques

using open and/or closed questions

speaking clearly and concisely

using appropriate language and tone of voice

giving clients full attention

maintaining eye contact for face-to-face interactions

non-verbal communication - for face-to-face interactions, eg, body language, personal presentation

clear, legible writing

Enterprise policies and procedures

[all categories]

dress/uniform codes

organisational image

code of ethics

staff appearance and presentation

quality systems, standards and guidelines

Environment

[all categories]

face-to-face interactions

telephone enquiries

interactions with team members