This unit covers the fundamental communication skills needed to work in any sector of the finance industry. It includes the skills needed for interacting with customers, internal and external, and for giving, receiving and recording information

This unit contains employability skills.

This unit is applied to gaining information, interpreting the information and communicating information to others in the workplace using effective and appropriate methods. In this unit 'customer' is used in the widest sense, that is, to cover both internal and external customers seen as persons inside or outside the organisation for whom you are providing a service or product.

Industry Capability- Generic

1.1 Instructions are followed and, where necessary, questions are asked to clarify what is required

ASIC 3.2 Clients are consulted throughout the analysis for further clarification where necessary

1.2 Information is accessed from record systems and used according to instructions

ASIC 9.3 Ongoing service is provided as required.

1.3 Organisational procedures and policies related to workplace information are understood and implemented appropriately

ASIC 7.3 Timeframes for execution and processing are clearly explained and confirmation of understanding gained from the client

ASIC 8.2 Copies of appropriate documentation and the signed agreement are exchanged

ASIC 8.1 Proposal and all other statutory and transactional documents are completed and signed off by the client

1.4 Information is acquired and used appropriately for its purpose

ASIC 1.1 A range of communication and interpersonal skills are used to establish the knowledge level of client

ASIC 2.1 A range of communication and interpersonal skills are used to gather clients' personal, financial and business details

ASIC 2.2 Clients needs are identified by encouraging expression of their objectives and goals (short, medium and long term goals as relevant to the product)

1.5 Information is received orally using effective telephone techniques where necessary

ASIC 2.1 A range of communication and interpersonal skills are used to gather clients' personal, financial and business details

2.2 Clients needs are identified by encouraging expression of their objectives and goals (short, medium and long term goals as relevant to the product)

1.6 Clarification is sought from appropriate personnel, as required

ASIC 6.2 Confirmation is sought from client that they understand the proposed plan/policy/transaction

2.1 Clear speech and language appropriate to the audience are used when communicating information

ASIC 5.1 Product knowledge appropriate for the service or product offered is demonstrated when presenting the product

ASIC 5.2 The proposed transaction is explained and discussed with the client in a clear and unambiguous way

ASIC 6.1 Concerns and/or issues the client has regarding the proposed plan/policy/transaction are discussed and clarified

ASIC 7.2 Associated fee and cost structures are clearly explained and confirmation of understanding gained from the client

2.2 Information is accurately conveyed

ASIC 1.3 Client is informed of the role of the adviser and the licensee/principal responsible for the adviser's conduct

ASIC 5.1 Product knowledge appropriate for the service or product offered is demonstrated when presenting the product

ASIC 6.1 Concerns and/or issues the client has regarding the proposed plan/policy/transaction are discussed and clarified

ASIC 7.2 Associated fee and cost structures are clearly explained and confirmation of understanding gained from the client

2.3 Understanding of information is confirmed

ASIC 3.2 Clients are consulted throughout the analysis for further clarification where necessary

ASIC 3.4 Product risk profile of the client is assessed and agreed

ASIC 6.2 Confirmation is sought from client that they understand the proposed plan/policy/transaction

ASIC 7.2 Associated fee and cost structures are clearly explained and confirmation of understanding gained from the client

2.4 Contributions are made to team discussions and informal meetings

ASIC 3.2 Clients are consulted throughout the analysis for further clarification where necessary

ASIC 3.4 Product risk profile of the client is assessed and agreed

2.5 Routine correspondence is prepared following industry and organisation standards

ASIC 4.3 Appropriate solution (plan, policy or transaction) is drafted for presentation to client

2.6 Numbers are used to carry out calculations as required

ASIC 4.2 Relevant research, analysis and product modelling is conducted

3.1 Effective verbal and non-verbal communication techniques are used to convey messages and information

ASIC 1.2 Enquiries in relation to products and services are responded to by explaining the range of products and services available and their relevant fee and charging methodology

ASIC 1.3 Client is informed of the role of the adviser and the licensee/principal responsible for the adviser's conduct

ASIC 7.2 Associated fee and cost structures are clearly explained and confirmation of understanding gained from the client

3.2 Communication with people from diverse backgrounds is based on respect and sensitivity

ASIC 1.3 Client is informed of the role of the adviser and the licensee/principal responsible for the adviser's conduct

ASIC 7.1 The clients' formal agreement to the proposed plan/policy/transaction is gained

ASIC 9.1 Type and form of ongoing service including reporting on performance and review of plan/policy/transaction is agreed with the client

ASIC 7.2 Associated fee and cost structures are clearly explained and confirmation of understanding gained from the client

3.3 Own role in achieving workplace outcome is defined

ASIC 1.3 Client is informed of the role of the adviser and the licensee/principal responsible for the adviser's conduct

ASIC 1.3 Client is informed of the role of the adviser and the licensee/principal responsible for the adviser's conduct

Cooperation and negotiation skills are used to fulfil workplace requirements and solve problems

ASIC 7.1 The clients' formal agreement to the proposed plan/policy/transaction is gained

ASIC 9.1 Type and form of ongoing service including reporting on performance and review of plan/policy/transaction is agreed with the client

3.5 Constructive contributions are made to group decision making processes

ASIC 3.3 The need for specialist advice is analysed and/or client is referred to appropriate adviser for higher level/specialist advice if required

4.1 Workplace forms and documents are completed, either manually or electronically, in a clear, concise and easy to read format

ASIC 8.2 Copies of appropriate documentation and the signed agreement are exchanged

ASIC 8.1 Proposal and all other statutory and transactional documents are completed and signed off by the client

4.2 Workplace records are kept up-to-date

ASIC 8.2 Copies of appropriate documentation and the signed agreement are exchanged

ASIC 8.1 Proposal and all other statutory and transactional documents are completed and signed off by the client

basic listening and questioning techniques

ASIC 3.2 Clients are consulted throughout the analysis for further clarification where necessary

telephone techniques

ASIC 2.1 A range of communication and interpersonal skills are used to gather clients' personal, financial and business details

2.2 Clients needs are identified by encouraging expression of their objectives and goals (short, medium and long term goals as relevant to the product)

speaking clearly and directly

ASIC 5.1 Product knowledge appropriate for the service or product offered is demonstrated when presenting the product

ASIC 5.2 The proposed transaction is explained and discussed with the client in a clear and unambiguous way

ASIC 6.1 Concerns and/or issues the client has regarding the proposed plan/policy/transaction are discussed and clarified

ASIC 7.2 Associated fee and cost structures are clearly explained and confirmation of understanding gained from the client

use of basic software

In studying on-line with Gryphon Learning, students demonstrate this competency

interpersonal skills

ASIC 7.1 The clients' formal agreement to the proposed plan/policy/transaction is gained

ASIC 9.1 Type and form of ongoing service including reporting on performance and review of plan/policy/transaction is agreed with the client

negotiation skills

ASIC 7.1 The clients' formal agreement to the proposed plan/policy/transaction is gained

ASIC 9.1 Type and form of ongoing service including reporting on performance and review of plan/policy/transaction is agreed with the client

ASIC 9.1 Type and form of ongoing service including reporting on performance and review of plan/policy/transaction is agreed with the client

calculation skills

ASIC 4.2 Relevant research, analysis and product modeling is conducted

knowledge of company policies and procedures in regard to customer service, communications, correspondence, recording of information and messages, administration

ASIC 1.3 Client is informed of the role of the adviser and the licensee/principal responsible for the adviser's conduct

ASIC 1.3 Client is informed of the role of the adviser and the licensee/principal responsible for the adviser's conduct

ASIC 7.2 Associated fee and cost structures are clearly explained and confirmation of understanding gained from the client

ASIC 7.3 Timeframes for execution and processing are clearly explained and confirmation of understanding gained from the client

ASIC 8.2 Copies of appropriate documentation and the signed agreement are exchanged

ASIC 8.1 Proposal and all other statutory and transactional documents are completed and signed off by the client

knowledge of effective communication techniques

ASIC 1.2 Enquiries in relation to products and services are responded to by explaining the range of products and services available and their relevant fee and charging methodology

ASIC 1.3 Client is informed of the role of the adviser and the licensee/principal responsible for the adviser's conduct

ASIC 7.2 Associated fee and cost structures are clearly explained and confirmation of understanding gained from the client

knowledge of types of correspondence used in the workplace

ASIC 8.2 Copies of appropriate documentation and the signed agreement are exchanged

ASIC 8.1 Proposal and all other statutory and transactional documents are completed and signed off by the client

Instructions may be:

         given orally or in writing

         tasks to be completed

         policies and procedures to be followed

Record systems may be:

         work unit or centralised

         active or archived

         paper based or electronic

Organisational policies and procedures may be:

         mission statements

         induction manuals

         procedures manuals

         policy statements

         customer service statements

         memorandums

         occupational health and safety manuals

         general workplace documents

         complaint and grievance procedures

         franchise agreements

         operating manuals

         company codes of practice

Information may be:

         oral communication

         formal or information messages

         customer details

         queries

         written communication

         tables and charts, such as budgets, accounts

         diagrams, pie charts, graphs

         performance charts

         sales charts

Appropriate personnel may be:

         managers or supervisors

         peer support officers

         senior colleagues

         other personnel with special expertise as appropriate

Routine correspondence may be:

memos, letters, notes, records

Communication techniques may include:

         face to face

         written communications such as emails, memos, written messages, letters, notices

         technology based including telephone, fax and computer

         verbal

         non-verbal

Diverse backgrounds may include:

culture

language

race

religion

ethnic origin

socio-economic status

age, sex

Forms and documents

memoranda

letters

incident forms

brief reports

applications forms

complaints forms

Area

Training Package Specification

Gryphon Learning Implementation

To achieve competency in this unit, a person must be able to demonstrate:

completion of a range of communications tasks demonstrating effective techniques and accurate retrieval and transmission of workplace information

In working through the courseware for the ASIC units, students are given hundreds of opportunities to complete communication tasks by responding to interactive assessment items. In completing the assignments they perform more complex tasks demonstrating effective techniques and accurate retrieval and transmission of workplace information

Competence in this unit must be assessed over a period of time in order to ensure consistency of performance over the Range Statement and contexts applicable to the work environment.

Assessment takes place throughout the student's study

This unit may be assessed on its own or it may be

assessed with other units that cover related skills and knowledge.

Evidence is most relevant when provided through an integrated activity which combines the elements of competency for the unit, or a cluster of units of competency.

Students who have satisfactorily completed one of the ASIC units will have satisfied the performance criteria for this unit.

For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.

Assessment of this unit of competence will usually include observation of processes and procedures, oral and/or written questioning on underpinning knowledge and skills and other methods as required.

Assessment of the ASIC units involves emailed essays, a range of interactive assessment items comprising both formative and summative assessment. Some of these summative assessments are supervised.

As part of the assessment, information is provided using Audio, Video, text and graphics. Student responses can involve

         Completion of simulated workplace documentation

         Completion of simulated processes

         Responses to multiple choice questions (e.g. clicking on documents to be given to clients)

         Manipulating and organising items on screen

         Responses to True/False questions

         Pointing to significant areas on charts or graphs

This unit may be assessed at work, in a simulated work environment or a combination of these.

This assessment takes place in a simulated work environment

Assessment of this unit of competence requires access to workplace documents, policies and procedures, computers and other office equipment.

To complete this unit, students need a computer with adequate internet access. For minimum specifications see the Gryphon Learning Training Strategies Manual.

Most students are currently working in the finance industry (including those employed by Gryphon Learning), and therefore have access to a range of relevant resources (including product documentation.)

Others have accessed such resources from a range of sources, including their financial advisors, by subscription, using the internet and, (under some circumstances, from Gryphon Learning.)