Unit of competency
Modification History
Release |
Comments |
Release 1 |
This version first released with ICT Information and Communications Technology Training Package Version 1.0. |
Application
This unit describes the skills and knowledge required to interact with clients at a management level.
It applies to individuals working as management personnel in a range of information and communications technology (ICT) areas who are responsible for maintaining client relationships.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Unit Sector
General ICT
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. Review client’s business domain |
1.1 Research organisational service standards, values and culture to understand the organisational environment 1.2 Investigate and document the goods and services provided by the organisation 1.3 Review current service level agreements (SLAs) if appropriate |
2. Develop new business with client |
2.1 Research client service needs and preferred level of service 2.2 Research opportunities for new business with client 2.3 Develop draft proposals to cover these new initiatives |
3. Negotiate new business initiatives |
3.1 Conduct a session with the client to present the new opportunities 3.2 Present proposals to the client in a clear, concise and comprehensive manner 3.3 Present proposed cost and timeframes to the client 3.4 Negotiate terms with the client and record alterations if required 3.5 Clarify areas of uncertainty or disagreement 3.6 Document agreement negotiated with the client |
4. Monitor, adjust and implement procedures to maintain client focus |
4.1 Assess progress in achieving new client initiatives 4.2 Gather client feedback to improve the proposals 4.3 Adjust service provided to the client based on client feedback and in line with organisational guidelines 4.4 Document changes to new provisions |
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 |
1.1-1.3, 2.1, 2.2, 4.1, 4.2 |
|
Writing |
2.3, 3.6, 4.4 |
|
Oral Communication |
1.1-1.3, 2.1, 2.2, 3.1-3.5, 4.1, 4.2 |
|
Numeracy |
1.2, 1.3, 2.3, 3.3-3.5, 4.3, 4.4 |
|
Navigate the world of work |
1.3, 4.3 |
|
Interact with others |
3.1, 3.2, 3.4 |
|
Get the work done |
1.1, 1.2, 2.1-2.3, 4.1 |
|
New Topic (129)
Code and title current version |
Code and title previous version |
Comments |
Equivalence status |
ICTICT608 Interact with clients on a business level |
ICAICT608A Interact with clients on a business level |
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=a53af4e4-b400-484e-b778-71c9e9d6aff2