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.
Personal services may include:
interacting with individual clients according to workplace service procedures
providing beauty treatments or services to the satisfaction of individual clients
providing hairdressing treatments or services to the satisfaction of individual clients.
Workplace teams may include:
staff providing treatments and services
reception staff
retail sales staff
managers
full-time and part-time members
males and females
people from a range of social, cultural and ethnic backgrounds.
Role, responsibilities and accountabilities may include:
obligation to follow relevant workplace personal service procedures applying to:
performing client welcome and departure procedures
performing face-to-face service interactions
handling complaints from clients
technical or practical skills, such as providing treatments and services to clients
providing hospitality to clients
performing telephone interactions
making appointments for treatments or services
performing e-commerce or email interactions
selling or promoting products or services
introducing products or services
providing information on the organisation's products or services
processing payments or transactions
accessing and maintaining a customer database
obligation to assist other team members in the delivery of personal service to clients.
Techniques to engage team members may include:
team meetings
email, intranet and other communication devices.
Utilising strengths and attributes may include:
delegating specific duties
rostering team members to ensure a spread of competencies.
Information may include:
product and service information
customer details
organisational personal service systems and procedures
techniques for interacting with clients
personnel contact details
changes or innovations in products, services or procedures.
Resources may include:
staff
product range and levels
workstations
equipment
technology
time.
Strategies may include:
feedback forms and other devices to enable feedback from clients
electronic feedback mechanisms using the intranet, internet and email
long-term or short-term plans for monitoring achievement and evaluating effectiveness
training and development activities.
Clients may include:
new or regular clients with routine or special needs
male or female clients
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

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.
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
implementing plans, policies and procedures for delivering quality personal services
implementing strategies to communicate with team members and facilitate improved personal services team delivery
maintaining, monitoring and evaluating service delivery
using strategies for solving team and system problems that lead to poor personal services delivery.
Context of and specific resources for assessment
Assessment must ensure:
that competency is consistently demonstrated over a period of time, over a range and variety of complex tasks/projects and situations and observed by the assessor or the technical expert working in partnership with the assessor as described in the Assessment Guidelines
that competency is demonstrated in the workplace or a simulated workplace environment in a range of real work situations which may include client interruptions and involvement in other related activities normally expected in the workplace.
Assessment must ensure access to:
appropriate documentation and resources normally used in the workplace, such as organisational policies and procedures, and relevant legislation
appropriate text and online resources
information regarding relevant business networks and experts
a personal services workplace team.
For further guidance on the use of an appropriate simulated environment, refer to the Assessment Guidelines in this Training Package.
Methods 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 learners performing a range of tasks in an actual or simulated personal services environment, over sufficient time to demonstrate handling of a range of contingencies, including observing the person integrating and applying the skills and knowledge described in this unit in the workplace
portfolio of evidence demonstrating the planning, implementation and evaluation of strategies designed to improve personal services levels, including the collection and analysis of customer feedback
case studies related to specific personal services scenarios
third-party reports from technical experts
written and oral questioning appropriate to the language and literacy level of the learner, to assess the required skills and knowledge of this unit.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SIBXPSM502A Manage treatment services and sales delivery.