Communicate with clients as part of agency operations

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 CPPDSM3019B, 'Communicate with clients as part of agency operations'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Communicate with clients as part of agency operations' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria



1Establish rapport with clients.

1.1 Rapport with client is established and an interest in client needs, preferences and requirements is expressed to enhance client commitment and trust and credibility of agency, and build return client base.

1.2 Professional ethics are maintained with the client to promote agency image and credibility.

1.3 Effective communication strategies are employed to assist in establishing rapport with client.

2Handle initial client enquiries.

2.1 Client needs, preferences and requirements are accurately clarified to maximise opportunities to promote agency services.

2.2 Client is given space and time to evaluate agency services, while time is used to maximum advantage for client and agency.

2.3 Client is provided with accurate, initial information on agency services in line with client needs, agency practice and legal requirements.

2.4 Features and benefits of agency services are explained to client.

2.5 Interview appointment time is arranged where necessary and interview preparations are completed.

2.6 Formal and informal information is gathered and appropriate notes are taken for file.

3Maintain and use client database.

3.1 Client confidentiality is maintained as required by agency practice and legal requirements.

3.2 Client database is accurately developed, regularly maintained and securely stored according to agency policies and procedures.

3.3 Regular clients are accurately identified and followed up according to agency practice.

3.4 Client records are accurately used to advise clients on agency services of possible interest.

4Deal with client complaints and problems.

4.1 Client complaints and problems are acknowledged and client is supported reassuringly to produce positive outcome.

4.2 Client is encouraged to verbalise issues and active listening is used to minimise client frustration.

4.3 Client's confidence in agency is developed to promote long-term commitment and trust.

4.4 Mutually acceptable resolution of complaint or problem is achieved through implementing agency policy and procedures.

Qualifications and Skillsets

CPPDSM3019B appears in the following qualifications:

  • CPP30311 - Certificate III in Property Services (Operations)