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, 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.
Fields may include:
contact details (addresses, phone, fax, email, mobile)
cycle for contact
names of individuals and their companies
notes on preferred communication style
preferred mode of communication
records of communications
title/job role
Mode of communication may include:
email
fax
letter
phone
visit
Geographic separation may include:
differences in time zones
lack of opportunities for face-to-face contact
Diary formats may include:
electronic
linked to database of international clients
paper-based
Sources of information may include:
academic publications and personnel
advice provided by Austrade and state/territory government agencies, chambers of commerce
staff within own organisation from same cultural group as international clients
trade and business publications
Culturally appropriate styles of communication may include:
differences in assertiveness across cultures and individuals
distance between communicating parties
eye contact
forms of address used for names
voice tone
Barriers may include:
cultural differences
educational differences
non-verbal communication
not listening actively
organisational
physical, personal, and age differences
stereotypes
voice modulation and articulation
word choice
Appropriate techniques may include:
email
letter
survey instruments
telephone

EVIDENCE GUIDE
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:
building, maintenance and improvement of relationships with international clients over time
processes used to analyse, identify and apply culturally appropriate communication strategies with international clients
knowledge of characteristics of specific cultural groups.
Context of and specific resources for assessment
Assessment must ensure:
access to an actual workplace or simulated environment
access to office equipment and resources
access to workplace documents and records.
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:
analysis of responses to case studies and scenarios
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
observation of presentations
observation of techniques used to gather market intelligence
oral or written questioning to assess knowledge of principles of communication theory, especially cross-cultural communication
review of communications diary with international clients
assessment of analysis and noting of culturally appropriate styles of communication for specific cultural groups among international clients
evaluation of strategies developed to establish processes for obtaining ongoing feedback from international clients.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBREL502A Build international business networks.