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.
Clients may include:
buyer's agent
buyers
landlords
people from a range of social, cultural or ethnic backgrounds and with varying physical and mental abilities
property developers
regular and new customers
sellers
tenant's agent
tenants.
Client needs, preferences and requirements may include:
contract administration
current and planned real estate developments
information about agency services in relation to specific property
lease enquiries
physical needs
property characteristics, including:
availability of alternative energy sources
accessibility for people with disabilities
energy efficiency
energy ratings
water saving devices
property management
property sales.
Professional ethics maintained with the client may include:
confidentiality
honesty
positive statements
privacy.
Effective communication strategies may include:
active listening
being non-judgemental
exploring problems
expressing an individual perspective
providing sufficient time for questions and responses

providing summarising and reflective responses in conflict situations
using appropriate words, behaviour and posture
using clarifying and summarising questions
using clear and concise language
using culturally appropriate communication
using plain English
using verbal and non-verbal communication.
Client needs, preferences and requirements are accurately clarified through using:
active listening
appropriate questioning
empathy
observation
reassurance and confirmation.
Agency services may include:
property management
property sales.
Client database may be:
computer-based
manual.
Client records may include:
contact details
name
nature of enquiry or requirement
request for follow-up and promotional information.
Client complaints and problems may relate to:
agency service
client behaviour, including:
aggressive behaviour
arrogant behaviour
assertive behaviour
demanding behaviour
exasperated behaviour
fussy behaviour
passive behaviour
rude behaviour
property sales
property management.

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 establishing rapport with a client, handling an initial client enquiry, establishing and maintaining a client database and dealing with client complaints and problems in the context of agency operations. 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:
applying agency policies and procedures, and relevant legislative requirements in regard to dealing with clients
applying knowledge of agency services to enhance client support
developing client commitment to agency and building return custom by establishing rapport and a relationship with client, maintaining professional ethics, and accurately discerning client needs, requirements and preferences
establishing and maintaining client records and details, maintaining client confidentiality, ensuring secure storage of client records and using client records to maximise client interest in agency services
resolving client complaints by acknowledging problems and supporting client in arriving at positive outcomes and obtaining mutually acceptable complaint resolution
using effective questioning, listening and observation skills to determine client requirements accurately.
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.