Unit of competency
Modification History
Release |
Comments |
Release 1 |
This version first released with BSB Business Services Training Package Version 1.0. |
Application
This unit describes the skills and knowledge required to build effective international client relationships including analysing, identifying and applying culturally appropriate communication strategies.
It applies to individuals with managerial responsibility including planning, implementing and evaluating their own work and/or the work of a team.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Unit Sector
Business Development – International Business
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
Elements describe the essential outcomes. |
Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Build interpersonal communication strategies |
1.1 Establish database of international clients applying relevant fields 1.2 Establish and note preferred mode of communication for international clients 1.3 Take into account the influence of geographic separation in establishing preferred mode of communication with international clients 1.4 Use a diary of communications with international clients to provide a reminder to facilitate regular contact with international clients 1.5 Establish a record-keeping strategy for communications with international clients |
2. Analyse and identify culturally appropriate communication strategies with clients |
2.1 Identify sources of information relating to culturally appropriate styles of communication for specific cultural groups among international clients 2.2 Analyse and note, using available information sources, culturally appropriate styles of communication for specific cultural groups among international clients |
3. Apply culturally appropriate communication strategies with clients |
3.1 Use preferred client communication styles and modes of communication with international clients 3.2 Use culturally appropriate verbal and non-verbal communication processes to establish rapport with international clients 3.3 Use active listening to establish rapport with international clients 3.4 Investigate and act upon opportunities to offer positive feedback to clients 3.5 Use open questions to promote two-way communication 3.6 Identify and act upon potential barriers to effective communication with international clients taking into account cultural influences 3.7 Ensure communication processes initiated identify client needs, preferences and expectations |
4. Maintain and improve relationships with international clients |
4.1 Develop strategies to establish processes for obtaining ongoing feedback from international clients to monitor satisfaction levels using appropriate techniques 4.2 Use strategies developed to elicit feedback to provide information in a form that can be used to improve relationships with international clients 4.3 Use feedback obtained to develop and implement strategies to maintain and improve relationships with international clients 4.4 Review the effectiveness of communication with international clients on a regular basis |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill |
Performance Criteria |
Description |
Reading |
1.1, 2.1, 2.2, 3.6 |
|
Writing |
1.1-1.5, 2.2, 3.1, 3.2, 4.1 |
|
Oral Communication |
3.2-3.6, 4.2 |
|
Interact with others |
1.2, 3.1-3.7, 4.2 |
|
Get the work done |
1.1-1.5, 2.1, 2.2, 3.6, 4.1-4.4 |
|
Unit Mapping Information
Code and title current version |
Code and title previous version |
Comments |
Equivalence status |
BSBREL501 Build international client relationships |
BSBREL501A Build international client relationships |
Updated to meet Standards for Training Packages |
Equivalent unit |
Links
Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10