Elements and Performance Criteria

The Range Statement provides advice to interpret the scope and context of this unit of competence, 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:
They may use legislation, codes and national standards relevant to the workplace including:
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
Organisational requirements may be included in:
quality assurances and/or procedures manuals
goals, objectives, plans, systems and processes
legal and organisational policy/guidelines and requirements
access and equity principles and practice
ethical standards
Occupational Health and Safety policies, procedures and programs
quality and continuous improvement processes and standards
defined resource parameters
marketing plan
Negotiation skills may include:
assertiveness
collaboration
solution designing
confidence building
conflict reduction
stress management
empathising
Network strategies may include:
conference participation
seminar attendance
association memberships
maintain regular contact
individual marketing
distribution of materials
Professional networks and associations may include:
work team
suppliers
other organisations
committees
internal/external customers
government agencies
professional/occupational associations
project specific ad hoc consultative/reference groups
advisory committees
lobby groups
local inter-agency groups
specific interest or support groups
Feedback on ways to improve promotional activities may include:
accuracy and sufficiency of information
benefits to organisation
impact of message
use of media
liaison with networks
appropriateness of audience
participation of competitors
The Range Statement provides advice to interpret the scope and context of this unit of competence, 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:
They may use legislation, codes and national standards relevant to the workplace including:
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
Organisational requirements may be included in:
quality assurances and/or procedures manuals
goals, objectives, plans, systems and processes
legal and organisational policy/guidelines and requirements
access and equity principles and practice
ethical standards
Occupational Health and Safety policies, procedures and programs
quality and continuous improvement processes and standards
defined resource parameters
marketing plan
Negotiation skills may include:
assertiveness
collaboration
solution designing
confidence building
conflict reduction
stress management
empathising
Network strategies may include:
conference participation
seminar attendance
association memberships
maintain regular contact
individual marketing
distribution of materials
Professional networks and associations may include:
work team
suppliers
other organisations
committees
internal/external customers
government agencies
professional/occupational associations
project specific ad hoc consultative/reference groups
advisory committees
lobby groups
local inter-agency groups
specific interest or support groups
Feedback on ways to improve promotional activities may include:
accuracy and sufficiency of information
benefits to organisation
impact of message
use of media
liaison with networks
appropriateness of audience
participation of competitors

The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
Negotiating solutions between groups and individuals
Identifying opportunities for networking
Presenting information in a variety of formats to a range of audiences
Establishing, creating and participating in networks
Maintaining records of relevant contacts
Evaluating promotional strategies
Underpinning Knowledge*
* At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts.
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
Knowledge of the organisation's policies, plans and procedures
Principles of effective communication in relation to listening, questioning and non-verbal communication
Techniques for building relationships of trust including with people from different cultures
Understanding the techniques for facilitating mutually acceptable outcomes
Methods and techniques to prepare and present information to promote the organisation
Knowledge of related organisations and agencies and networks
Understanding the principles and operations of networks
Underpinning Skills
Literacy skills to read and understand a variety of texts; prepare general information and papers according to target audience; spell with accuracy; use grammar and punctuation effectively as an aid to understanding
Proofreading and editing skills to ensure clarity of meaning and conformity to organisational requirements, check for accuracy and consistency of information
Communication skills including receiving feedback and reporting, maintaining effective relationships and conflict management
Evaluation skills for assessing outcomes
Problem solving skills to manage contingencies
Negotiation skills to achieve mutually acceptable outcomes
Leadership skills to gain trust and confidence of clients and colleagues
Networking skills to participate with other groups and agencies
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 2) about contacts, directories and databases
Communicating ideas and information - (Level 2) to relevant networks
Planning and organising activities - (Level 2) to promote the organisation
Working with teams and others - (Level 2) in completing scheduled tasks
Using mathematical ideas and techniques -(Level 1) as an aid to measure and schedule tasks
Solving problems - (Level 2) to gather and convey information
Using technology - (Level 2) to prepare written correspondence
The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
Negotiating solutions between groups and individuals
Identifying opportunities for networking
Presenting information in a variety of formats to a range of audiences
Establishing, creating and participating in networks
Maintaining records of relevant contacts
Evaluating promotional strategies
Underpinning Knowledge*
* At this level the learner must demonstrate understanding of a broad knowledge base incorporating some theoretical concepts.
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
Knowledge of the organisation's policies, plans and procedures
Principles of effective communication in relation to listening, questioning and non-verbal communication
Techniques for building relationships of trust including with people from different cultures
Understanding the techniques for facilitating mutually acceptable outcomes
Methods and techniques to prepare and present information to promote the organisation
Knowledge of related organisations and agencies and networks
Understanding the principles and operations of networks
Underpinning Skills
Literacy skills to read and understand a variety of texts; prepare general information and papers according to target audience; spell with accuracy; use grammar and punctuation effectively as an aid to understanding
Proofreading and editing skills to ensure clarity of meaning and conformity to organisational requirements, check for accuracy and consistency of information
Communication skills including receiving feedback and reporting, maintaining effective relationships and conflict management
Evaluation skills for assessing outcomes
Problem solving skills to manage contingencies
Negotiation skills to achieve mutually acceptable outcomes
Leadership skills to gain trust and confidence of clients and colleagues
Networking skills to participate with other groups and agencies
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 2) about contacts, directories and databases
Communicating ideas and information - (Level 2) to relevant networks
Planning and organising activities - (Level 2) to promote the organisation
Working with teams and others - (Level 2) in completing scheduled tasks
Using mathematical ideas and techniques -(Level 1) as an aid to measure and schedule tasks
Solving problems - (Level 2) to gather and convey information
Using technology - (Level 2) to prepare written correspondence