Develop and manage client relations

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CPPCMN4004, 'Develop and manage client relations'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Develop and manage client relations' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Establish new business contacts.

1.1.

New organisations with potential to benefit from company products and services are identified according to company requirements.

1.2.

Individuals in target organisations with potential to benefit are identified and contacted, and effective relationships built according to company requirements.

1.3.

Communication protocols are agreed with business contacts and maintained according to own level of responsibility and company requirements.

2.

Work effectively with business contacts.

2.1.

Roles of business contacts are clarified and responsibilities of parties in business relationship are agreed according to company requirements.

2.2.

Realistic service commitments are set and adhered to according to company requirements.

2.3.

Flexibility in work practices required in unusual or difficult situations is adopted according to company requirements.

2.4.

Situations outside own area or level of responsibility are identified and, where appropriate, referred to designated personnel according to company requirements.

3.

Identify and monitor client needs.

3.1.

Needs and expectations for service delivery are regularly discussed with client according to company requirements.

3.2.

Feedback on company performance and level of satisfaction is sought from client according to company requirements.

3.3.

Prompt action is taken on feedback received according to company requirements.

3.4.

Contracts or variations to contracts or levels of agreed service provision are reviewed and implemented according to company requirements.

4.

Respond to complex client needs.

4.1.

Complex client needs are analysed and options for resolution are explained to client according to company requirements.

4.2.

Clients are assisted to evaluate product and service options to satisfy their needs according to company requirements.

4.3.

Preferred action is determined and prioritised according to company requirements.

4.4.

Potential difficulties in service delivery are identified and actions taken according to company requirements.

5.

Communicate advice and pricing information.

5.1.

Pricing information for routine and specified products and services is provided where these match client needs, according to company requirements.

5.2.

Follow-up information required by client is provided promptly according to company requirements.

5.3.

Bookings with client are scheduled and confirmed according to company requirements.

6.

Promote company.

6.1.

Strategies to represent, promote and grow company’s interests are developed.

6.2.

Additional products, services and information are suggested to clients according to company requirements.

6.3.

Information is provided to company members to support the development of effective relationships with client.