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 in the performance criteria is detailed below. Add any 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.
Enquiries from potential tenants may be received through:
email
inspections
office
open houses
referral
telephone
website.
Lease may include:
commercial and industrial
fixed and periodic
holiday
residential
retail.
Appropriate rapport relates to use of techniques that:
establish and build confidence and trust in the agency and its representatives
make the prospective tenant feel valued
promote and maintain an effective relationship with the prospective tenant.
Screening tenants may include:
capacity to pay
financial limits
matching suitable properties to tenant needs
motives
needs
preferences
residential tenancy databases.
Legislative requirements may include:
relevant federal, and state or territory legislation and local government regulations relating to:
anti-discrimination and equal employment opportunity
anti-money laundering
consumer protection, fair trading and trade practices
employment and industrial relations
financial services
leasing
OHS
privacy.
Promotional materials may include:
agency email and website details
agent business card
agent and agency profile
brochures
description of property
list properties for lease or rent
pamphlets
testimonials from past tenants.
Effective interpersonal communication techniques may include:
active listening
providing an opportunity for tenants to clarify their understanding of the lease process
soft questioning and seeking feedback from tenants or landlords to confirm own understanding of their needs and expectations
summarising and paraphrasing to check understanding of tenant message
using appropriate body language.
Effective questioning techniques may include:
active listening
clear questions
different question types
reflection
using silences.
Effective negotiation techniques may include:
analytical skills
listening techniques
non-verbal communication skills
personal attributes
presentation techniques
questioning techniques
speaking skills.
Tenancy agreement or lease documentation may include:
residential tenancy agreement
retail lease
special and other forms of leases.
Placing new tenant in rental property may refer to:
keys
rights and obligations
security deposits
statutory fees and duties
tenancy documentation.

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.
Overview of assessment
This unit of competency could be assessed through practical demonstration of administering the leasing of different types of property. Targeted written (including alternative formats where necessary) or verbal questioning to assess the candidate's underpinning knowledge would provide additional supporting evidence of competence. The demonstration and questioning would include collecting evidence of the candidate's knowledge and application of ethical standards and relevant federal, and state or territory legislation and regulations. This assessment may be carried out in a simulated or workplace environment.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
A person who demonstrates competency in this unit must be able to provide evidence of:
completing tenancy agreement or lease documentation in line with agency practice, ethical standards and legislative requirements
conducting inspections for prospective tenants in line with agency practice, ethical standards and legislative requirements
knowledge of agency practice, ethical standards and legislative requirements associated with leasing different forms of property
knowledge of consumer protection principles and the rights and obligations of licensed real estate agents and real estate representatives in regard to the leasing of property
obtaining and reviewing tenancy applications in line with agency practice, ethical standards and legislative requirements
placing tenants in property in line with agency practice, ethical standards and legislative requirements

recording tenancy arrangements in line with agency practice
screening tenant enquiries in line with agency practice, ethical standards and legislative requirements.
Context of and specific resources for assessment
Resource implications for assessment include:
access to suitable simulated or real opportunities and resources to demonstrate competence
assessment instruments that may include personal planner and assessment record book
access to a registered provider of assessment services.
Where applicable, physical resources should include equipment modified for people with disabilities.
Access must be provided to appropriate learning and/or assessment support when required.
Assessment processes and techniques must be culturally appropriate, and appropriate to the language and literacy capacity of the candidate and the work being performed.
Validity and sufficiency of evidence require that:
competency will need to be demonstrated over a period of time reflecting the scope of the role and the practical requirements of the workplace
where the assessment is part of a structured learning experience the evidence collected must relate to a number of performances assessed at different points in time and separated by further learning and practice with a decision of competence only taken at the point when the assessor has complete confidence in the person's competence
all assessment that is part of a structured learning experience must include a combination of direct, indirect and supplementary evidence
where assessment is for the purpose of recognition (RCC/RPL), the evidence provided will need to be current and show that it represents competency demonstrated over a period of time
assessment can be through simulated project-based activity and must include evidence relating to each of the elements in this unit.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge. Questioning will be undertaken in such a manner as is appropriate to the language and literacy levels of the candidate and any cultural issues that may affect responses to the questions, and will reflect the requirements of the competency and the work being performed.