Elements and Performance Criteria

RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Advice may be sought from:
academic publications and personnel
advice provided by Austrade and state/territory government agencies, chambers of commerce
manager, supervisor or relevant specialist staff
trade and business publications
workplace documents
Culturally appropriate interpersonal communication styles may include:
choice of medium for communication
culturally determined notions of polite behaviour
distance between communicating parties in face-to-face meetings
eye contact
forms of address
voice tone
Feedback may be obtained from:
advisors within Austrade and state/territory government agencies, chambers of commerce
demographic data
external advisors or experts
government sponsored trade missions
international clients
international trade directories
manager or supervisor
Processes and practices may include:
cycle of telephone contacts
invitations to events and demonstrations
newsletters
samples provided to clients
visits to clients by organisation's representatives or self
written correspondence via letter, email, fax
Actions may include:
interventions by self and colleagues
referral to manager
seeking external advice
Records may include:
client management software
diary entries or logbooks
notes of conversations, discussions
written correspondence
Quality and effectiveness may include:
contributions to business activity through interactions
cultural appropriateness of interactions
frequency of interaction
meeting expectations of clients
other indicators set within the organisation and documented processes and practices to evaluate the effectiveness of interactions
Relevant personnel may include:
chief executive officer of organisation, board of directors
manager or supervisor
marketing manager

EVIDENCE GUIDE
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
identifying and using culturally appropriate communication styles across a range of clients
ensuring client interactions are in line with relationship strategy and contribute to business performance
monitoring performance to make improvements to processes and practices
knowledge of cultural awareness relevant to international clients.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
access to relevant workplace documents
access to feedback from clients.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
review of records maintained about client interactions
analysis of responses to case studies and scenarios
observation of interpersonal interaction with clients and business network members
oral or written questioning to assess knowledge of relevant Australian, international and local legislation
assessment of actions taken to address issues and problems identified in implementing the client relationship strategy with international clients.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
communication units or other international business units.