Facilitate effective client relationships

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 PRMCMN402A, 'Facilitate effective client relationships'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Facilitate effective client relationships' 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

ELEMENT

PERFORMANCE CRITERIA

1 Identify and monitor client needs

1.1 Conduct regular discussions with client regarding clients needs and expectations in accordance with company requirements

1.2 Seek feedback on company performance and level of client satisfaction in accordance with company requirements

1.3 Take prompt action on feedback received from the client in accordance with company requirements

1.4 Review and implement contracts and/or variations to contracts in accordance with company requirements

2 Satisfy complex client needs

2.1 Explain possibilities for meeting client needs in accordance with company requirements

2.2 Assist clients to evaluate service/product options to satisfy their needs in accordance with company requirements

2.3 Determine and prioritise preferred action in accordance with company requirements

2.4 Identify potential areas of difficulty in client service delivery and take appropriate actions in accordance with company requirements

3 Establish business contacts and networks

3.1 Identify organisations and groups that have the potential to benefit from company products/services in accordance with company requirements

3.2 Identify appropriate individuals within the group or organisation in order to establish effective relationships in accordance with company requirements

3.3 Agree on and maintain methods of communication with business contacts and networks within own level of responsibility in accordance with company requirements

3.4 Gain and maintain trust and confidence of business contacts and networks through demonstration of high standards of business practices and effective communication methods in accordance with company requirements

4 Work effectively with business contacts

4.1 Define, clarify and agree on roles and responsibilities of business contacts in accordance with company requirements

4.2 Set and adhere to realistic service commitments in accordance with company requirements

4.3 Adopt and encourage flexibility in normal work practices when operating under unusual or difficult situations in accordance with company requirements

4.4 Identify situations outside own area or level of responsibility and where appropriate discuss with or refer to appropriate personnel in accordance with company requirements

5 Promote the company

5.1 Develop strategies to represent and promote the company's interests and requirements

5.2 Suggest for consideration additional products/services and information to meet client's needs in accordance with company requirements

5.3 Encourage work group members to develop effective and friendly relationships with client and users of client facilities

6 Communicate advice and pricing information

6.1 Present written and verbal responses in accordance with company requirements

6.2 Provide pricing information for routine and specified products and services where these match client needs, in accordance with company requirements

6.3 Attend to client requirements for follow-up information promptly in accordance with company requirements

6.4 Schedule and confirm bookings with client in accordance with company requirements


Qualifications and Skillsets

PRMCMN402A appears in the following qualifications:

  • PRM40109 - Certificate IV in Asset Maintenance (Cleaning Management)
  • PRM40509 - Certificate IV in Asset Maintenance (Waste Management)
  • PRM40209 - Certificate IV in Asset Maintenance (Pest Management)
  • PRM30406 - Certificate III in Asset Maintenance (Fire Protection Equipment)