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Initiate interpersonal communication with clients Identify and use preferred client communication styles and methods

01 / 10 / 2021 Essays & Coursework 1

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Unit Sector

Stakeholder Relations – Relationship Management

Elements and Performance Criteria



Elements describe the essential outcomes.

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

1. Initiate interpersonal communication with clients

1.1 Identify and use preferred client communication styles and methods

1.2 Establish rapport with clients using verbal and non-verbal communication processes

1.3 Investigate and act upon opportunities to offer positive feedback to clients

1.4 Use open questions to promote two-way communication

1.5 Identify and act upon potential barriers to effective communication with clients

1.6 Initiate communication processes which relate to client needs, preferences and expectations

2. Establish client relationship management strategies

2.1 Develop client loyalty objectives focusing on the development of long term business partnerships

2.2 Assess client profile information to determine approach

2.3 Develop client loyalty strategies to attract and retain clients in accordance with the business strategy

2.4 Identify and apply client care and client service standards

3. Maintain and improve ongoing relationships with clients

3.1 Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels

3.2 Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients

3.3 Obtain feedback to develop and implement strategies which maintain and improve relationships with clients

4. Build and maintain networks

4.1 Allocate time to establish and maintain business contacts

4.2 Participate in business associations and/or professional development activities to establish and maintain a network of support for the business and to enhance personal knowledge of the market

4.3 Establish communication channels to exchange information and ideas

4.4 Provide, seek and verify information to the network

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