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 will affect performance.
The following variables may be present with training and assessment depending on the work situation, needs of the trainee, accessibility of the item, and local industry and regional contexts. Bold italicised text from the performance criteria is detailed here.
Communication may include but is not limited to:
personal
telephone
verbal and non verbal.


Clients may include but are not limited to:
new or regular clients with routine or special needs.


Workplace policies and procedures may include but are not limited to:
customer service techniques
personal presentation
record keeping
communication
scheduling clients
sales, returns and refunds
complaint resolution.


Client card may include but is not limited to:
paper based
electronic.


Client information may include but is not limited to:
type of treatment/s
special needs or requirements of client
products
duration of treatment
date and time of treatment
charges and method of payment
name of staff providing treatment.


Record system may include but is not limited to:
electronic
manual.








Relevant legislation may include but is not limited to:
consumer law
privacy law
GST regulations
Occupational Health and Safety regulations
anti-discrimination legislation
industry Codes of Practice.


Problems may include but are not limited to:
delays
unavailability of products.


Additional levels of beauty service may include but are not limited to:
extending the treatment period
offering complementary beauty treatments
offering homecare products.


Promotion of appropriate beauty services and products may include but is not limited to:
complimentary beauty treatments/products
discounted beauty treatments/products
special packages of beauty treatments/products
seasonal offers of beauty treatments/products
trial/sample beauty products.


Nature of complaint may include but is not limited to:
price
quality of service
timeliness of service
range of services.


Complaint resolution procedures may include but are not limited to:
referral to manager
provide a fuller explanation of product/treatment
refund of charges
repetition of beauty service
replacement of product.


Documentation may include but is not limited to:
paper based
electronic.


Special needs may include but are not limited to:
contra-indications to products or services
mobility or other disability assistance
language needs and cultural understandings
payment arrangements.

The evidence guide describes the underpinning knowledge and skills that must be demonstrated to prove competence. It is essential for assessment and must be read in conjunction with the performance criteria, the range statement and the assessment guidelines of the relevant Training Package.
Overview of assessment requirements
A person who demonstrates competency in this standard must be able to communicate with clients to provide information on products and services and to deal with client complaints. The ability to make appointments and schedule clients must also be demonstrated. The evidence provided must also demonstrate knowledge of relevant legislation and workplace policies and procedures, particularly in regard to delivering quality customer service.

Specific evidence requirements
Critical aspects of evidence required to demonstrate competency in this unit
Knowledge and consistent application of workplace policies and procedures and safe work practices in regard to the provision of service to clients.

Knowledge and consistent application of relevant Federal, State and local health and hygiene regulations and other relevant legislation, including consumer law, privacy law and GST regulations.

Effectively scheduling clients and making appointments.

Providing a consistently welcoming client environment by treating clients in a courteous, professional manner using culturally appropriate greetings and farewells.

Accurately interpreting the nature of client complaints and taking appropriate action to resolve complaints.

Knowledge and consistent application of workplace policies and procedures in regard to personal dress and presentation.

Consistently using effective questioning and active listening techniques to consult, reassure and negotiate with clients while maintaining discretion, tact and confidentiality.

Consistently using time effectively.


Context of assessment
For valid and reliable assessment of this unit, competency should be consistently demonstrated over a period of time and observed by the assessor and/or the technical expert working in partnership with the assessor. The technical expert may include the beauty therapist and/or an experienced person at the workplace.
Competency should be demonstrated in the workplace or a simulated workplace environment in a range of situations which may include client interruptions and involvement in other related activities normally expected in the workplace. For further guidance on the use of an appropriate simulated environment, refer to page 32 of the Assessment Guidelines in this Training Package.


Relationship to other units
In the context of an assessment-only and/or a training delivery and assessment pathway, all units which relate to a job function can be integrated for assessment purposes.


Method of assessment
The following assessment methods are suggested:
observation of the learner performing a range of tasks in an actual or simulated work environment, over sufficient time to demonstrate his/her handling of a range of contingencies. Tasks may include:
making appointments for clients
providing advice on services for clients
identifying client special needs
responding to client complaints.

written and/or oral questioning to assess knowledge and understanding of providing service to clients, including communication and organisational skills. Questions will be asked in a manner appropriate to the language and literacy level of the learner.
completing workplace documentation relevant to the provision of service to clients.
third party reports from experienced beauty professionals in the workplace.
completion of self-paced learning materials, including personal reflection and feedback from trainer/coach/supervisor.


Evidence required for demonstration of consistent performance
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.


Required skills and knowledge to achieve the performance criteria

Skills
Customer service required for selling products and beauty services, receiving and scheduling clients and making appointments and resolving complaints including:
listening and questioning techniques
verbal and non-verbal communication skills
negotiation techniques
conflict resolution skills
techniques for dealing with difficult or abusive clients
greeting and farewelling techniques
knowledge of clients' special needs
dealing with clients in a culturally appropriate manner
telephone techniques.

Language, literacy and numeracy relevant to the role and workplace requirements.


Knowledge
The provisions of relevant legislation, including consumer law, privacy law, GST regulations, Occupational Health and Safety requirements and industry Codes of Practice.

Workplace policies and procedures in regard to personal presentation, record keeping, sales, returns and refunds, receiving and scheduling clients and making appointments.

Workplace features, including:
workplace product and beauty service range
location of workplace areas/sections
function and use of workplace telephone system
message taken in person or by telephone
client record system
written record of complaints.


Specific resources required for assessment
Relevant documentation, such as:
workplace policies and procedures manuals.

Access to a range of clients with different requirements.
A range of equipment and products appropriate to the beauty workplace.
Product labels and sources of product and equipment information.
A qualified workplace assessor or assessment team.


Key competencies
The seven key competencies represent generic skills considered for effective work participation. The numbering against each of the key competencies indicates the performance level required in this unit.
Level 1 represents the competence to undertake tasks effectively.
Level 2 represents the competence to manage tasks.
Level 3 represents the competence to use concepts for evaluating and reshaping tasks.

















Key Competency
Example of Application
Performance Level
How can communication of ideas and information be applied?
Delivering customer service will require the communication of ideas and information.
2
How can information be collected, analysed and organised?
Identifying client special needs will require information to be collected, analysed and organised.
2
How are activities planned and organised?
Scheduling clients will require activities to be planned and organised.
1
How can team work be applied?
Maintaining knowledge of workplace procedures and relevant legislation will require reporting to other staff members.
1
How can the use of mathematical ideas and techniques be applied?
Making sales and handling refunds will require the use of mathematical ideas and techniques.
1
How can problem solving skills be applied?
Responding to client complaints will require problem solving skills.
2
How can the use of technology be applied?
Scheduling clients and making appointments may require the use of technology.
1