Communicate Effectively and Accurately with Clients Participant Notes Unit of Competency: CPPDSM3019B Communicate with clients as part of agency operations CPPDSM3019B – Communicate with clients as...

Participant Assessment Pack:

CPPDSM3019B Communicate with clients as part of agency operations

Unit Descriptor
This unit of competency specifies the outcomes required to interact and build relationships with clients as part of agency operations. It includes developing rapport with clients, handling initial client enquiries, establishing and maintaining a client database and dealing with client complaints and problems.
The unit may form part of the licensing requirements for persons engaged in real estate activities in those States and Territories where these are regulated activities.

    Participant Declaration & Signature
    
    Participant’s Name:
    
    Address:
    
    Tel:

    Mob:

    E-mail:

    
    1. I have read and understood the Assessment information for participants on page 3 of this assessment pack
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    2. The work in the attached assessments is my own. I acknowledge and understand that copying the work of others is plagiarism and will result in re-assessment
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    3. I believe that I am ready for assessment
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    4. I have received all the relevant tools and resources necessary to undertake assessment
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    5. I have kept a copy of the work I am submitting
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    Signed:
    Date:
    
    Participant’s comments:






    



    For trainer / tutorial support:
    Return your completed assessment:
    
    


Assessment:

CPPDSM3019B - Communicate with clients as part of agency operations

THIS PAGE: ASSESSOR USE ONLY

Assessment Methods Used:
    A
    
    Workbook Activity /
Multiple Choice Questions
    E
    
    Demonstration or Observation
    
    
    
    F
    ✓
    Role Play
    B
    ✓
    Written Questions
    G
    
    Documentary Evidence Portfolio
    C
    ✓
    Case Study
    H
    
    Verbal Interview
    D
    
    Project/ Assignment
    I
    
    Supervisor/ 3rd Party report


    Assessment Outcome:
    Part A – Written Questions
    ❒ Satisfactory
     ❒ Not yet satisfactory
    Part B – Case Study
    ❒ Satisfactory
    ❒ Not yet satisfactory
    Part C – Role Plays
    ❒ Satisfactory
    ❒ Not yet satisfactory
    Assessor Comments / Feedback / Recommendations:




    The evidence submitted for assessment is:
    Yes
    No
    Valid (relates to the performance required for this unit)
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    Sufficient (addresses all elements and performance criteria)
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    Authentic (is the participant’s own work)
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    Current (demonstrates competency now)
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    Outcome for this unit
    ❒ Competent
    ❒ Not yet competent
    Assessor Declaration
The required skills & knowledge for this unit of competency have been demonstrated in the evidence and assessed at AQF level 3.
    The participant is Competent in CPPDSM3019B – Communicate
with clients as part of agency operations
    Assessor Name:
    
    Signature:
    
    Date:
Assessment Information for Participants

Assessing your competence in this unit
In this unit you must be able to demonstrate your underpinning knowledge and ability to perform the tasks relating directly to the learning outcomes and performance criteria. This means that you have to be competent at communicating effectively with the clients, building rapport, using the agency database, and handling complaints.

This assessment pack includes three forms of assessment:
· Knowledge based questions and answers (Part A – split into 5 sections)
· A Case Study (Part B)
· Two role plays with document completion (Part C)


Knowledge based Questions and Answers:
Part A of this assessment comprises a series of questions relating to the communication skills required to deal with clients and customers in a real estate agency situation effectively. The questions have been mapped to the assessment criteria for this unit of competency, as well as to the required skills and knowledge and understanding.

Part A includes specific instructions which must be complied with.

This part of the assessment is to be completed and returned together with the front cover sheet of this assessment pack.

The timescale for return of your written questions and answers will be advised by your trainer / assessor during your workshop.


Case Study
In Part B of the assessment you will be required to answer the questions in the case study scenarios.

Your assessor will be looking to see how you respond to questions and for the communication skills that you would need to apply to resolve those situations to a satisfactory standard.


Role Play
In Part C you will role play an enquiry to a real estate agency with your assessor. The role play will take place at least 2 months after having submitted your assessment work for Parts A, and B.

Your assessor will arrange to telephone you with 2 different scenarios during which you will demonstrate your ability to communicate effectively and handle the situation.

This part of the assessment is designed to bring together your communication skills and assess how you communicate in a simulated workplace situation. You should be able to show that you can build rapport, ask appropriate questions to gain the information your agency will need, and record that information. You will not be assessed on your communication skills, not your knowledge of the listing, selling or property management process.

Your assessor has been provided with a series of questions to ask. The subject of these questions (but not the questions themselves) are outlined in Part C in this assessment pack.


Achieving Competence
An assessment of competence is based upon the answers you provide is all four parts of this assessment

Submit to your assessor:
· All assessments from this assessment kit. ▪     All relevant signatures and dates where specified ▪     Any other evidence required by your assessor.
· Ensure every page of your assessment is clearly marked with your full name.

Note: If you are posting your assessments, please ensure that you retain your own copy of this assessment prior to posting your original.


Review Process
If your assessor assesses you as Not yet competent or Not yet satisfactory you will be given oral and/or written feedback on areas needing improvement.

You will be provided with additional opportunities to achieve competency. This could include submitting the written questions and answers or completing additional projects. Timeframes for resubmissions or additional projects will be negotiated with your assessor. In certain circumstances, alternative assessment methods may be used and these will be discussed and agreed with you.

For further information on our assessment processes, grading, appeals and plagiarism, please refer to the Leverage Participant Handbook, available on our website at: http://www.leveragegroup.com.au/leverage-academy/participant-handbook/

You are encouraged to provide feedback of the assessment as part of our on-going continuous improvement practices.

Recognition of Prior Learning
If you have extensive and current experience in the requirements of this unit, you may be eligible to apply for Recognition of Prior Learning (RPL) as an alternative method of assessment. If you believe that this applies to you, please ask your trainer or assessor about applying for Recognition of Prior Learning.

    
Part A – Knowledge Based Assessment

Participant Instructions:
· Read the questions carefully to ensure you have understood them.
· You should respond to the questions in your own words. As a guide, responses should be 2 or 3 sentences and up to ½ page in length on an A4 page with 12 point font size.
· If a question relates to legislation you should correctly reference the act and section of the act that applies.
· Multiple Choice questions - please circle the correct answer(s). There may be more than one correct answer.
· If you are submitting on a separate document, please include the original question with your answer
 You MUST hand write your name, signature and date onto every page you submit with your assessment. Failure to do so will result in your assessment being returned to you unassessed.
 Contact your assessor if you require further clarification.

    
    Assessor to complete shaded areas:
    S
    NYS
    
    Section 1: Communication Principles
    
    
    1.
    In your own words, explain what is meant by the term “Effective Communication”.

Effective Communication refers to the communication that helps to meet the desired goals and objective of the organisation. Effective communication is the method of communication that helps to bring about a clarified message and increases the interpersonal skills. Effective communication makes sure that the sender and the receiver of the message uses prolific communication tools to establish the rapport quickly (www.testden.com 2020). The effective communication also makes sure that the message is understood and acted upon with clarity.

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    2.
    Explain why you believe it is important for an agent to develop effective listening skills.

It is very important for an agent to develop effective listening skills in order to maximise the business opportunities by spending the correct amount of time in listening. Effective listening is also important for deep thinking. Proper listening skills enable a deep thinking process. Effective listening also helps the agents in identifying the needs of the consumers and create a transparent relationship (2012books.lardbucket.org 2020). Listening to the customers would help the agents in acting upon the flauts and the loopholes of the organisation.



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    3.
    In your own words explain what is meant by “Active Listening”

Active Listening is the process where the listener listens to understand. This is the process where listening involves moral connotations towards the speaker. The listener does not only listen but also tries to understand. Active Listening is a process where the speaker finds out a moral understanding of the insights and thoughts . It is a process of mutual understanding. Active listening refrains the listener from judging the perspectives of the speaker.

Which of the following is NOT A FEATURE of Active Listening?
a. Shows empathy with the speaker
b. Demonstrates judgemental behaviour
c. Concentrates on the issue not the person
d. Helps build rapport

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    4.
    Which of the following comments about paraphrasing are correct? (note: there are multiple correct responses)
a. Paraphrasing is repeating back what you have heard using different terms
b. It helps you adjust your body language to suit the client's mood
c. Confirms to the speaker that you have understood their message
d. Paraphrasing is just one part of rapport-building process
e. Paraphrasing means that you should raise you voice in response to a complainant raising their voice

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    5.
    Briefly explain the difference between an “Open Question” and a “Closed Question”
Open Question is a question where the speaker gets a lot of opportunity to aner. The open questions do not provide the speaker with any kind of barriers and options. The speaker can answer the question through an in-depth analysis of the topic. The open question provides a more detailed response as the scope of the topic is vast.
On the other hand, the Closed Question refers to a question where the speaker is provided with a series of options. The speaker has to choose the aner from the given options. The scope of answering is very rigid and small (Hunjet, Susec & Kozina, 2017). Close questions do not help in extracting the insights of the speaker. Closed questions are designed for short and sharp answers within a limited time frame.
Which of the following questions is a closed question?
a. In which area would you prefer to find a property?
b. When do you need to move in by?
c. Would you consider a main road property?
d. Will you buy this property?
e. Why is a level block important to you?

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    6.
    Identify whether the following types of people are real estate agency clients or customers:
a. Buyers: Customers
b. Landlords: Real Estate Agency Clients
c. Tenants: Real Estate Agency Clients
d. Sellers (Vendors): Real Estate Agency Clients
e. Buyer’s Agents: Real Estate Agency Clients

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    7.
    Identify 3 Rules of Conduct that could have an influence on communications with clients and customers and explain their effect.

The 3 rules of conduct include:
· Complaint Management System: The complaint management system ensures that the complaints are managed and handled in an effective way. The complaints of the clients and the customers must be paid attention. The Complaints should be carried forward and mitigation strategies must be implemented. In order to carry out the complaint management system, effective communication and active listening is of paramount importance.
· Ethic: The customers and clients must be communicated with proper ethical systems. Ethics is a value system that helps in creating a good conduct and behaviour. Legal and cultural barriers should not be a hindrance to the communication system between the organisation and the clients . No discrimination and biasedness should be a part of the communication.
· Legal procedures: The organisation must act in accordance with the terms and condition of an agreement. Contractual duties are the common law duties that are placed on the agent as a result of the written agreement (agency agreement).





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    Section 2: Building Rapport
    
    
    8.
    If you had just met a client and begun to talk about his real estate requirements, what active listening techniques would you use?

The first technique that I would use is to pay attention. I would choose people-oriented active listening techniques. Through the people-oriented, I will be able to focus on the messages that the customer is trying to convey. This technique would help to build a strong rapport with the customer in the first instance This technique would help to build a strong connection with the customers as it is more personal and understanding.



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    9.
    Which aspect of communication do you think is most important in establishing rapport with new clients? Explain your choice:

Asking questions is the aspect of communication that I think is the most important in establishing a rapport with the new clients. permission must be taken to ask questions to the clients. Asking questions will help the listener in getting a detailed picture of the opinions of the clients. Asking questions would clarify the point of view of the clients and create a rapport with them (www.forbes.com 2012). Asking questions would create the same wavelength with the customers.



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    10.
    Which aspect of communication do you think is most important in maintaining rapport with clients? Explain your choice:

Active listening is the aspect of communication that is most important in maintaining the rapper with the clients. The clients want to get their complaints and the grievances to be heard. The active listening would help the organisation in maintaining a complaint...