Develop and nurture relationships with clients other professionals and third party referrers

Assessment Task 1 Instructions

Written answer question guidance

The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected.

Note that the following guidance is the minimum level of response required.

Analyse – when a question asks you to analyse something, you should do so in in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long.

Compare – when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long.

Contrast – when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long.

Discuss – when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long.

Describe – when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long.

Evaluate – when a question asks you to evaluate something, you should do so putting forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long.

Examine – when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long.

Explain – when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long.

Identify – when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long.

List – when a question asks you to list something, this means that you are asked to briefly state information in a list format.

Outline – when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long.

Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.

Assessment Task 1: Provide answers to all of the questions below:

1. Explain why it is important to maintain confidentiality of information at work. Give at least three examples of information that must be kept confidential.

2. Outline key information that should be included in an organisation’s communication protocol for communicating internally, as well as externally.

3. Identify and briefly describe at least three ways that an employee could use to establish and maintain business relationships in order to develop business opportunities.

4. Outline two examples of effective interpersonal communication that can be implemented at work.

5. Outline effective strategies for cross-cultural communication.

6. Explain the key principles of negotiation that should be used in the workplace to ensure that agreements are reached.

7. List four characteristics of an effective business negotiator. For each characteristic, explain why this is important for effective business negotiation.

8. Briefly explain the concept of a win-win negotiation.

9. List three factors that would make a negotiation more likely to succeed.

10. Explain the purpose of a relationship management plan and how it can assist in developing and maintaining business relationships.

11. Discuss the key requirements of each of the following Acts and for each Act explain why the Act is important for relationship management with customers and staff.

Age Discrimination Act 2004

Disability Discrimination Act 1992

Fair Work Act 2009

Racial Discrimination Act 1975

Sex Discrimination Act 1984

Assessment Task 2: Client relationship project

Task summary

This assessment task requires you to respond to an internal referral enquiry and then to conduct research regarding suitable products to meet the customer’s needs. You will then participate in a roleplay with the customer to provide information on the suggested product.

This assessment is to be completed in the simulated work environment in the RTO.

Required

· Access to textbooks/other learning materials

· Computer with Microsoft Office and internet access

· Customer Service Policy and Procedures

· Customer Record Sheet

Submit

· Email containing an invitation to a meeting

· Email with completed Customer Record Sheet attached

· Email to client

· Email to accounts department

Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Assessment Task 2 Instructions

Carefully read the following:

Grow Wealth Management is a mortgage and investment brokers that was established in 2010. It offers a range of services including referrals for a range of personal and home loans, term deposits and share market investments.

Its Head Office is in Sydney, but it has several branches throughout NSW.

You are employed as a Customer Service Manager at the broker’s Nambucca branch.

Today you have been forwarded an enquiry (reference code BC250417) from a customer in Nambucca through the Head Office in Sydney.

The customer (Barbara Tan) wants to buy an investment property worth about $400,000 and has $80,000 for a deposit. They want to rent the property out and negatively gear it.

Complete the following activities:

1. Research appropriate products.

For the purposes of this activity, the home loan that you select can be offered by any bank or financial institution.

Research these on the internet until you find one that you consider to be the best loan for this customer.

(Write summary of the home loan that you consider to be the best loan for this customer.)

1. Prepare for a meeting with the client.

Make sure that you are familiar with any conditions attached to the mortgage that you have selected. Read through the series of questions that the lender asks to clarify that the mortgage is appropriate for the client. Make a list of the information and documents that the client will have to present to qualify for the loan.

Read the Customer Service Policy and Procedures to ensure you understand procedures to be followed, including recording customer details and privacy requirements.

Familiarise yourself with the Australian Code of Banking Practice at:

https://www.ausbanking.org.au/images/uploads/ArticleDocuments/172/ABA_CODE_MANDATE_FINAL_MID.pdf

All of your dealings for this assessment task are to comply with this document, as well as all Australian financial and privacy legislation.

Read the Customer Record Template to familiarise yourself with the information that you will need to collect for this document.

Your assessor will advise you of the date and time of the meeting and will roleplay the customer.

(Make a list of the information and documents that the client will have to present to qualify for the loan.)

1. Invite the customer to a meeting.

Send an email to the client (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style, as set out in the Customer Service Policy and Procedures.

It should ask them to come in for an appointment, so you can discuss your suggested mortgage with them.

1. Meet with the customer

Make sure that you follow the company’s Customer Service Policy and Procedures and demonstrate professional conduct accordingly.

During the meeting, you must:

· Follow the banking code of practice and financial services legislation by clearly explaining the product to the client.

· Inform the client that you will receive a commission from the lending institution, but that the client does not pay for this. They will be getting the mortgage at exactly the same rate and with the same conditions as if they contacted the institution themselves to arrange the loan.

· Adjust your interpersonal style to suit the type of person that the client is.

· Confirm the client’s intentions and personal details.

· Inform the client of the conditions and the costs of the loan and what the repayments will be.

During the meeting, you are required to demonstrate effective communication skills including:

· Speaking clearly and concisely

· Using non-verbal communication to assist with understanding

· Asking questions to identify required information

· Responding to questions as required

· Using active listening techniques to confirm understanding

When you have noted all of the relevant information from the customer, ask them if they have any questions for you.

Conclude the meeting as set out in the Customer Service Policy and Procedures.

Meeting date and time:

4. Complete a Customer Record Sheet

At the conclusion of the meeting, complete a customer record sheet.

Grow Bank Customer Record Enquiry reference code: Date of initial enquiry: Customer Name: Telephone number: Email: Mode of initial enquiry (highlight or circle): Email phone mail in person Purpose of enquiry: Relevant customer details: Date of business proposal email: Recommended insurance policy: Date of customer response: Customer response to proposal: Date of final customer email: Date of third-party contact: Details of third-party contact:

5. Contact the lending institution (your assessor).

Make a telephone call to the institution that offers the mortgage that you have recommended.

The objective of the telephone call is to inform the institution of the client’s interest.

Be aware that the person that you speak to at the lending institution will be a business person who will just want the necessary information

You will be asked for your reference number, so your commission can be forwarded to you when the loan has been finalised. This will be 357BFH

Role play date and Time: 15/06/2020 Reference code ADF245 spoke to Anwar Johnston, Lending Institution

6. Contact the client (your assessor).

Send an email to the client.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should inform the client of your contact with the lending institution and inform them of the next steps.

7. Send an email to accounts (your assessor).

As set out in the Customer Service Policy and Procedures, a completed copy of the Customer Record Sheet is to be filed at the company’s head office.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachment.

Attach your completed customer record sheet to the email.

Assessment Task 2 Checklist

Student’s name:
Did the student:	Completed successfully	Comments
	Yes	No
Conduct all of their dealings with clients, professionals and other third parties: · Professionally · In accordance with organisational policy and procedures · In accordance with legislative, regulatory and professional codes of practice?
Develop and maintain positive relationships by following Grow Wealth Management’s business and ethical standards?
Carry out all dealings with clients and other parties with respect for the client’s privacy?
Adjust interpersonal styles and methods to the needs of the other person?
Follow up using appropriate communication to secure the new client relationship?
Organise an interview with the client to ensure that their business needs are met?
Provide information to the client about the relevant mortgage product that they selected?
Identify and provide referral needs quickly?
During the meeting, demonstrate effective communication skills including: · Speaking clearly and concisely · Using non-verbal communication to assist with understanding · Asking questions to identify required information · Responding to questions as required · Using active listening techniques to confirm understanding
Task Outcome:	Satisfactory	Not Satisfactory
Assessor signature
Assessor name
Date

Assessment Task 3 Cover Sheet

Student Declaration

To be filled out and submitted with assessment responses

I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).

I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.

I have correctly referenced all resources and reference texts throughout these assessment tasks.

Student name
Student ID number
Student signature
Date

Assessor declaration

I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.

Assessor name
Assessor signature
Date
Assessment outcome	S	NS	DNS	Resubmission Y N

Feedback

Student result response

My performance in this assessment task has been discussed and explained to me.

I would like to appeal this assessment decision.

Student signature
Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

Assessment Task 3: Networking project

Task summary

This assessment task requires you to identify associations, networks and conferences relevant to a Bank Manager and report on the benefits of being involved in the networks. You will then be required to participate in one networking opportunity and provide a report on the event.

This assessment is to be completed in the simulated work environment in the RTO.

Required

· Access to textbooks/other learning materials

· Computer with Microsoft Office and internet access

· Networking Report Template

Submit

· Email with networking report attached

Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Assessment Task 3 Instructions

Complete the following activities:

1. Identify networks

Research and identify at least three networks that might be relevant to a Customer Service Manager working in Grow Wealth Management.

This must be at least

one association that could be relevant to a mortgage broker,

one conference for the current year

and one network that can be accessed through social media.

Review the events/activities offered by the network and select one that you will be able to participate in, for example, a webinar or watching a video or attending a free networking event.

one association that could be relevant to a mortgage broker, one conference for the current year and one network that can be accessed through social media.

9. Participate in network opportunity

This assessment task requires you to participate in, and report on the network activity that you identified previously.

When you have participated in the networking activity, complete the Networking Report Template.

You will need to complete all sections of the report, answering each question in around a paragraph.

Networking report Title of networking activity: Date: Time: Duration: 1. Provide a brief overview of the purpose of the networking activity. 2. What did you most like about the networking activity? 3. What did you least like? 4. What benefits did participating in this networking provide to you? 5. What benefits do you believe that participating in this network could provide to a workplace team?

10. Write an email to the Manager (your assessor).

Assume that you have joined the network that you have identified above and that you are providing a brief report to your manager (this will be your assessor) about the network you have joined and the benefits it offers.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

The email text should address:

· Details of the network you have identified: name and contact details including address, phone number, email and web site.

· Services offered by the network.

· Costs involved in joining the network (if any)

· Personal and professional benefits of joining the network:

list at least three personal benefits and three professional benefits

· How you will keep your work team informed of up to date information you gain through the network.

· Upcoming network activity identified.

Attach your networking report to the email.

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Assessment Task 3 Checklist

Student’s name:
Did the student:	Completed successfully	Comments
	Yes	No
Identify and report on a suitable network?
Identify network benefits and outline these to the manager?
Participate in a network activity?
Identify and report on the benefits of the networking activity?