Relate to clients on a business level

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 ICAW4027B, 'Relate to clients on a business level'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Relate to clients on a business level' 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



1. Understand organisational environment

1.1. Investigate organisational service standards, values and culture in order to understand the organisational environment

1.2. Become familiar with and document the goods and services provided by the organisation

1.3. Review current service-level agreements if appropriate

2. Identify internal and external client requirements

2.1. Research client service needs and preferred level of service

2.2. Determine the level of service to be provided to the client

2.3. Develop a draft service-level agreement for the client that incorporates quality, time, target performance and cost specifications

3. Negotiate client support service

3.1. Conduct a session with the client to present the draft service-level agreement

3.2. Present proposed service-level agreement to the client in a clear, concise and comprehensive manner

3.3. Present proposed cost and timeframes to the client

3.4. Negotiate the terms with the client and record alterations if required

3.5. Seek clarification where areas of uncertainty or disagreement occur

3.6. Document the terms of service negotiated with the client, and refer the document to appropriate person for approval and feedback

4. Monitor, adjust and implement procedures to maintain client focus

4.1. Assess progress in achieving the client support service targets using organisational systems and procedures

4.2. Gather client feedback to improve the provision of client support services where appropriate

4.3. Make adjustments to client support service based on client feedback and in line with organisational guidelines

4.4. Document changes to service-level agreement and report changes to appropriate person

Qualifications and Skillsets

ICAW4027B appears in the following qualifications:

  • ICA40105 - Certificate IV in Information Technology (General)
  • ICA40605 - Certificate IV in Information Technology (Testing)
  • ICA40205 - Certificate IV in Information Technology (Support)