Elements and Performance Criteria

The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:
Legislation, codes and national standards relevant to the workplace which may include:
award and enterprise agreements and relevant industrial instruments
relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
relevant industry codes of practice
Clients may be:
internal or external
other agencies
individual members of the organisation
individual members of the public
Organisational requirements may be included in:
goals, objectives, plans, systems and processes
business plans
Occupational Health and Safety policies, procedures and programs
legal and organisation policy/guidelines and requirements
access and equity principles and practice
quality and continuous improvement processes and standards
job description
defined resource parameters
Interpersonal skills may include:
using appropriate body language
summarising and paraphrasing to check understanding of client's message
providing an opportunity for the client to confirm their request
questioning to clarify and confirm the client's needs
listening actively to what the client is communicating
Sensitivity may include
respect for diversity
understanding how other people feel
Responding to enquiries may include:
arranging appointments
information about products or services
general information
referrals to other colleagues/departments
clarifying or resolving problems
Enquiries may be made through:
face-to-face, email, fax, telephone
Nominated persons may include:
those who have the relevant knowledge and authority to exercise the responsibility
The Range Statement provides advice to interpret the scope and context of this unit of competency, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:
Legislation, codes and national standards relevant to the workplace which may include:
award and enterprise agreements and relevant industrial instruments
relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
relevant industry codes of practice
Clients may be:
internal or external
other agencies
individual members of the organisation
individual members of the public
Organisational requirements may be included in:
goals, objectives, plans, systems and processes
business plans
Occupational Health and Safety policies, procedures and programs
legal and organisation policy/guidelines and requirements
access and equity principles and practice
quality and continuous improvement processes and standards
job description
defined resource parameters
Interpersonal skills may include:
using appropriate body language
summarising and paraphrasing to check understanding of client's message
providing an opportunity for the client to confirm their request
questioning to clarify and confirm the client's needs
listening actively to what the client is communicating
Sensitivity may include
respect for diversity
understanding how other people feel
Responding to enquiries may include:
arranging appointments
information about products or services
general information
referrals to other colleagues/departments
clarifying or resolving problems
Enquiries may be made through:
face-to-face, email, fax, telephone
Nominated persons may include:
those who have the relevant knowledge and authority to exercise the responsibility

The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
Application of organisational requirements for responding to client enquiries and promoting products and services
Visitors or telephone enquiries are greeted promptly and politely
Correct and current information about the organisation's products and services is provided
Underpinning Knowledge*
* At this level the learner must demonstrate basic operational knowledge in a moderate range of areas.
The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
Understanding of organisation's business values, structure, products and services
Types of resources available within the organisation and how to access them
Organisational policies and procedures relating to client service
Organisational structure and role of the members of the organisation
Techniques of oral and written communication
Telephone techniques
Underpinning Skills
Questioning and active listening skills to identify client requests
Communication skills for conveying meaning clearly, concisely and coherently
Client service skills in relation to giving and receiving information
Problem solving skills to deal with client enquiries or complaints
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource Implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of Performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of Assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit
Key Competency Levels
Collecting, analysing and organising information (Level 1) - to monitor and report on client services
Communicating ideas and information (Level 1) - with clients on products and services
Planning and organising activities (Level 1) - to meet client needs
Working with teams and others (Level 1) - in completing scheduled tasks
Using mathematical ideas and techniques (Level 1) - to respond to client enquiry
Solving problems (Level 1) - to respond to client enquiries or complaints
Using technology (Level 1) - to complete allocated tasks
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies
The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competency for this unit. This is an integral part of the assessment of competency and should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
Application of organisational requirements for responding to client enquiries and promoting products and services
Visitors or telephone enquiries are greeted promptly and politely
Correct and current information about the organisation's products and services is provided
Underpinning Knowledge*
* At this level the learner must demonstrate basic operational knowledge in a moderate range of areas.
The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
Understanding of organisation's business values, structure, products and services
Types of resources available within the organisation and how to access them
Organisational policies and procedures relating to client service
Organisational structure and role of the members of the organisation
Techniques of oral and written communication
Telephone techniques
Underpinning Skills
Questioning and active listening skills to identify client requests
Communication skills for conveying meaning clearly, concisely and coherently
Client service skills in relation to giving and receiving information
Problem solving skills to deal with client enquiries or complaints
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource Implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of Performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of Assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit
Key Competency Levels
Collecting, analysing and organising information (Level 1) - to monitor and report on client services
Communicating ideas and information (Level 1) - with clients on products and services
Planning and organising activities (Level 1) - to meet client needs
Working with teams and others (Level 1) - in completing scheduled tasks
Using mathematical ideas and techniques (Level 1) - to respond to client enquiry
Solving problems (Level 1) - to respond to client enquiries or complaints
Using technology (Level 1) - to complete allocated tasks
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies