NOS >> Unit 1 >>
Element 1.1
Element 1.1 - Develop and maintain effective working relationships
Performance Criteria
You must be able to:
1. develop and maintain productive working relationships with others
which promote goodwill and trust
2. request information from others in a polite, clear and professional
manner
3. respond promptly to enquiries from others and ask questions to
clarify their information needs
4. take action in cases where you are unable to respond to enquiries
from others
5. handle disputes and differences of opinion in ways which minimise
offence and maintain respect
6. comply with the formal complaints procedure
Knowledge and Understanding
You must know and understand:
(a) why it is important to promote goodwill and trust when working with
others, and ways in which this can be achieved
(b) how to identify the information you require and the potential
sources of such information
(c) how to respond to enquiries from others and how to clarify their
information needs
(d) how to respond to enquiries which are outside your authority, beyond
your area of knowledge/expertise or where the information requested is
confidential
(e) ways in which disputes or differences of opinion should be handled
to minimise offence and maintain respect
(f) how to identify and handle formal complaints
(g) the details of the formal complaints procedure that covers your
work, and any specific organisational requirements with regard to
complaints
Scope
This Element requires that you:
A. maintain and develop productive working relationships with others:
(i) the sellers or their representatives e.g. estate agent or lawyer
(ii) those present at the property at the time of inspection e.g. the
sellers, their friends/family or tenants
(iii) other colleagues and professionals such as solicitors,
conveyancers, work colleagues and other Home Inspectors
B. promote goodwill and trust by:
(i) demonstrating a duty of care
(ii) honouring promises or undertakings
(iii) developing honest relationships
(iv) developing constructive relationships
C. request information and respond to enquiries in the following ways:
(i) face to face
(ii) in writing
(iii) by telephone
(iv) by email
D. take the following action when unable to respond to enquiries:
(i) inform the enquirer
(ii) pass the enquiry onto the relevant person or organisation
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