Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to build effective international client relationships. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
Application of the Unit
Application of the unit |
This unit applies to individuals with managerial responsibility for building, maintaining and improving effective relationships with international clients including building interpersonal communication strategies. This managerial responsibility also includes analysing, identifying and applying culturally appropriate communication strategies with these clients. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
||
Employability Skills Information
Employability skills |
This unit contains employability skills. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
1. Build interpersonal communication strategies |
1.1. Establish database of international clients with relevant fields 1.2. Establish and note preferred mode of communication for communicating with 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 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 in communications 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 including those that are influenced by culture 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 |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the skills and knowledge required for this unit. |
Required skills |
|
Required knowledge |
|
Evidence Guide
EVIDENCE GUIDE |
|
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. |
|
Overview of assessment |
|
Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
|
Context of and specific resources for assessment |
Assessment must ensure:
|
Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
|
Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
|
Range Statement
RANGE STATEMENT |
|
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
|
Fields may include: |
|
Mode of communication may include: |
|
Geographic separation may include: |
|
Diary formats may include: |
|
Sources of information may include: |
|
Culturally appropriate styles of communication may include: |
|
Barriers may include: |
|
Appropriate techniques may include: |
|
Unit Sector(s)
Unit sector |
Competency field
Competency field |
Business Development - International Business |
Co-requisite units
Co-requisite units |
||