Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

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

1. Implement culturally appropriate interpersonal communication with clients

1.1 Seek advice on culturally appropriate interpersonal communication styles to use with international clients

1.2 Use culturally appropriate interpersonal communication styles with international clients

1.3 Seek feedback on appropriateness of communication style

1.4 Make changes to communication style as a result of feedback

2. Implement client relationship strategy

2.1 Seek clarification of details of the existing organisational client relationship strategy as required

2.2 Determine processes and practices to implement the client relationship strategy with international clients

2.3 Implement the client relationship strategy with international clients

2.4 Identify issues and problems arising in implementing the client relationship strategy with international clients and take actions to address these issues

3. Monitor and improve client relationship strategy

3.1 Maintain records of client interactions according to organisational procedures

3.2 Seek feedback on quality and effectiveness of interactions with international clients

3.3 Identify and receive feedback on areas of improvement in international client interactions from monitoring processes

3.4 Make suggestions for changes in the organisation’s client interaction strategy to relevant personnel

3.5 Implement areas of improvement to processes and practices associated with the client relationship strategy

3.6 Monitor changes made to processes and practices associated with the client relationship strategy for quality and effectiveness of interactions with international clients

Skill 

Performance 

Criteria 

Description 

Reading

2.1, 2.2, 2.3, 3.1

• Integrates information and ideas from a range of sources and critically analyses data to determine and maintain effective engagement methods and strategies

Writing

1.1, 1.2, 1.3, 2.1-2.4, 3.1-3.5

• Requests information using clear and detailed language in a format appropriate to audience and purpose
• Records details accurately, using industry-specific language in format required by the organisation

Oral Communication

1.1-1.4, 2.1, 2.3, 2.4, 3.1-3.4

• Engages with others using culturally appropriate language and non-verbal features
• Uses active listening and questioning techniques to confirm understanding

Navigate the world of work

2.1, 2.4, 3.1, 3.4

• Understands own role in contributing to organisational strategic direction
• Complies with organisational policies and objectives

Interact with others

1.1, 1.3, 2.1, 2.4, 3.2, 3.3, 3.4

• Uses a range of strategies to establish a sense of connection and build rapport with others
• Identifies and explores differences in a diverse range of people in the work context and makes adjustments to communication in recognition of these differences

Get the work done

1.1, 1.3, 1.4, 2.1-2.4, 3.1-3.6

• Takes responsibility for planning, sequencing and prioritising tasks for efficient and effective outcomes
• Uses analytical processes to identify problems, gather relevant information, evaluate options and determine solutions

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSBREL403 Implement international client relationship strategies

BSBREL403A Implement international client relationship strategies

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

This version first released with BSB Business Services Training Package Version 1.0.