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.
Relationships and networks may include:
committees, including advisory committees
government agencies
internal and external clients
lobby groups
local inter-agency groups
other organisations
professional and occupational associations
project-specific ad hoc consultative or reference groups
specific interest or support groups
suppliers
work teams.
Business goals and objectives may:
be stated or implied by the way the organisation conducts its business, including:
flexibility, responsiveness and financial performance
organisational values and behaviours
people management and interpersonal communication
work procedures
procedures manuals
relate to business planning, marketing and customer service.
Consultative processes may include:
face-to-face meetings
telephone, facsimile and written communication.
Organisational requirements may be outlined and reflected in:
access and equity principles and practice guidelines
business and performance plans
complaint and dispute resolution procedures
goals, objectives, plans, systems and processes
legal and ethical requirements and codes of practice
mission statements and strategic plans
OHS policies, procedures and programs
policies and procedures in relation to client service
quality and continuous improvement processes and standards
quality assurance and procedure manuals.
Business equipment and technology may include:
computers
data storage devices
email
facsimile machines
internet, extranet and intranet
photocopiers
printers
scanners
software applications, such as databases and word applications.
Legislative requirements may be outlined and reflected in:
Australian standards
general duty of care to clients
home building requirements
privacy requirements
relevant federal, and state or territory legislation that affects organisational operation, including:
anti-discrimination and diversity
environmental issues
EEO
industrial relations
OHS
relevant industry codes of practice covering the market sector and industry, financial transactions, taxation, environment, construction, land use, native title, zoning, utilities use (water, gas and electricity), and contract or common law
strata, community and company titles
tenancy agreements
trade practices laws and guidelines.
Feedback may be sought from:
clients and colleagues
formal and informal performance appraisals
questionnaires
regular meetings
workplace assessment.
Communication techniques may include:
active listening
culturally inclusive and sensitive engagement techniques
questioning to clarify and confirm understanding
seeking feedback
two-way interaction
using language and concepts appropriate to cultural differences
verbal or non-verbal language.
Negotiation skills may include:
collaboration
confidence building
conflict reduction
empathising
solution designing
stress management.
Future support may relate to:
association memberships
conference participation
distribution of materials
individual marketing
maintaining regular contact
seminar attendance.

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 maintaining positive business relationships and active professional networks. 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:
developing and implementing feedback strategies to obtain information from relevant people on ways to improve relationships and delivery of client services
identifying networking requirements through consultation with clients and colleagues
knowledge of organisation's practices, ethical standards and legislative requirements associated with maintaining positive business relationships and active professional networks
maintaining up-to-date computer databases of relevant contacts and associated information
promoting and participating in networks and providing support to network members
selecting appropriate methods and adapting communication styles when communicating with clients.
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.