Elements and Performance Criteria

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.
Communication may be:
verbal
by written format, such as handwritten, electronic (e.g. email) or hard copy (e.g. letter)
by telephone
face-to-face
varied according to the needs of the client including:
use of appropriate voice tonality and volume
use of languages other than English
use of a family interpreter
use of basic gestures
use of visual aids such as photographs, sketches or product information sheets
formal
informal using abbreviations.
Clients may be:
team members and colleagues in a large internal structure
external customers and clients
business to business client
new
regular
retail
corporate.
Non-verbal communication may involve:
body language
dress and accessories
gestures and mannerisms
use of space
culturally specific communication, customs and practices.
eye contact
Cultural and social differences may
include:
modes of greeting, farewelling and conversation
body language, including use of body gestures
formality of language
clothing.
Medium of communication may be via:
letter
promotional materials such as newsletters
fax
email or other electronic communication
simple written messages, such as writing down the price of display items or telephone messages
face-to-face
telephone
two-way communication systems
standard forms and proformas
assistive technology, e.g. telephone typewriter (TTY).
Factors affecting the selection of appropriate medium may include:
technical and operational features
access of the sender and receiver to necessary equipment
technical skills required to use the medium
required format
degree of formality required
urgency and timeframes.
Protocols and organisation procedures may include:
modes of greeting and farewelling
addressing the person by name
required timeframe for addressing and serving clients
required timeframe for response to an enquiry
style manual requirements
use of standard letters
use of proformas e.g. tickets, labels, signs and quotations
relationship with referral organisation.
Personal presentation may include:
attire, shoes and accessories
wearing of uniform items within the organisation's policy requirements
complying with organisation's policy for personal presentation
hair and grooming
hands and nails
jewellery
personal hygiene.
Clients with special needs may include:
those with a disability
those with special cultural or language needs
overweight or obese
those with challenging behaviour
unaccompanied children or adolescents
parents with young children
pregnant women
older clients.
Promotional services may include:
client loyalty programs
newsletters
email notification of sales or promotional packages
sale of gift vouchers
marketing events and activities
discount vouchers.
Client complaints may relate to:
problems with the service
communication barriers or misunderstandings
communication via email or other electronic means, telephone, mail or face-to face contact.
Boundaries may refer to:
confidentiality
privacy
respect
acknowledgement of individual needs
appropriate sexual boundaries
appropriate physical boundaries
use of enquiry only as appropriate and necessary
exercise instructor awareness of possibilities of client transference
exercise instructor staying within area of expertise.
Relevant information may include:
confirmation of appointment date and time
number, length and costs of membership services
location directions
costs and payment options
referrals
health Practitioner referral
procedure and practices
information about general health and self care
background information about the scope of service
information about the limitation of the service provider.
The needs for basic counselling may include:
to support client
to facilitate negotiation with client
to facilitate education of client
to facilitate information giving
to assess the need for referral to an appropriate medical or allied health professional.
Basic counselling skills may include:
attending skills, use of body language
paraphrasing
reflecting feelings
open and closed questioning or probing
summarising
reframing
exploring options
normalising statements.
Organisation specific guidelines may include:
clients requiring professional counselling are referred
basic counselling is used as a communication tool and for emotional support when necessary
client boundaries are respected at all times
counselling is provided in accordance with level of training.

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:
understanding of communication and customer service and its importance in a fitness industry context
ability to communicate effectively with a variety of clients including those with special needs and difficult or complaining ones
ability to provide quality customer service on multiple occasions. This should occur over a period of time and cover a range of diverse customer service situations, including the resolution of complaints, to ensure consistency of performance and ability to respond to different circumstances.
completion of service within commercial time constraints so that all clients are served effectively.
Context of and specific resources for assessment
Assessment must ensure:
that the candidate has accessed a fully equipped fitness environment using appropriate telephones, computers, printers, information programs, product publications and software programs currently used in the fitness industry to assist with communication and service provision
interaction with clients to demonstrate the interpersonal communication requirements of the unit
the presence of sufficient client traffic that allows for prioritisation of tasks.
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 observation of the candidate providing service to clients
project or work activities that show the candidate's ability to provide quality customer service that meets the requirements of differing industry contexts
role-plays about communication situations and the resolution of complaints and misunderstandings
review of simple messages written by the candidate for various situations
review of client feedback
written and oral questioning or interview to test knowledge of effective communication techniques and personal presentation requirements
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.