Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 2.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Clarify customer information requirements

1.1 Use communication techniques appropriate to the form of customer contact to identify exact nature of information request

1.2 Confirm purpose of information request and any special requirements

1.3 Compile basic search terms, including list of keywords and phrases appropriate to topics

2 Follow search strategies

2.1 Construct and follow appropriate search strategies to locate information using industry-current information sources and equipment

2.2 Assist customers to develop own information-seeking skills and become independent learners

2.3 Demonstrate use of industry-current information sources and equipment using language, and at a level and pace, appropriate to customers

2.4 Advise customers on other access arrangements, including interlibrary loans and document delivery and supply services

2.5 Inform customers of constraints regarding access to information or use of reference tools and equipment

3 Source and provide information

3.1 Source information from readily accessed sources in response to customer requests

3.2 Provide information in appropriate format, and confirm with customers that their information need has been met

3.3 Take appropriate action to resolve remaining issues or refer customers to other personnel as required

Skill 

Performance 

Criteria 

Description 

Reading

1.3, 2.1-2.4, 3.1, 3.2

• Interprets information from sources to identify relevant and key information

Writing

1.1, 1.3, 2.1, 2.4, 2.5, 3.1, 3.2

• Documents information, selecting appropriate vocabulary and structure for audience, for informal and formal purposes

Oral Communication

1.1, 1.2, 2.2-2.5, 3.2, 3.3

• Interacts effectively in verbal exchanges, using active listening and questioning, to convey and clarify information
• Clearly explains detailed information using language, tone and pace appropriate to audience

Navigate the world of work

2.1, 2.4, 2.5, 3.2, 3.3

• Takes personal responsibility for following explicit and implicit policies and procedures
• Seeks clarification or assistance when required

Interact with others

1.1, 1.2, 2.2-2.5, 3.2, 3.3

• Selects and uses appropriate conventions and protocols when communicating with customers and co-workers in a range of work contexts
• Uses a range of strategies to establish a sense of connection and build rapport with customers

Get the work done

1.2, 1.3, 2.1, 2.3, 3.1, 3.3

• Organises, plans and sequences own workload
• Makes routine decisions based on implementation of standard procedures
• Responds to predictable routine problems and implements standard or logical solutions
• Uses familiar digital technologies and systems to access information, search and enter data, present information and communicate with others

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBLIB405 Assist customers to access information

CULINS401A Assist customers to access information

Updated to meet Standards for Training Packages

Unit moved from Library, Information and Cultural Services Training Package to Business Services Training Package.

Equivalent unit

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 2.0.