This unit describes the skills and knowledge required to present and negotiate persuasively, lead and participate in meetings and make presentations to customers, clients and others.
It applies to managers and leaders who identify, analyse, synthesise and act on information from a range of sources, and who deal with unpredictable problems. They use initiative and judgement to organise the work of self and others and plan, evaluate and co-ordinate the work of teams.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
1.1 Confirm the authority or mandate to present business views or position
1.2 Respect protocols and confidentiality of information
1.3 Clarify the audience information needs and prepare a position
1.4 Use language that is appropriate for the audience
1.5 Use active listening to seek stakeholder and other organisation input and achieve a balanced exchange of views
1.6 Seek immediate feedback to ensure that the views expressed by all stakeholders have been understood
2.1 Identify key individuals and target groups for their value to advance the business interests
2.2 Prepare realistic positions and supporting arguments in advance in anticipation of the likely expectations and tactics of others
2.3 Respect values, concerns and views of others and keep lines of communication open
2.4 Acknowledge differences of opinion to encourage the rigorous examination of all options
2.5 Use a variety of communication styles to present business positions to best effect
2.6 Seek mutually beneficial solutions by establishing areas of common ground and potential compromise
2.7 Keep negotiations focused on key issues and moving forward towards a final resolution
2.8 Adhere to agreements in order to maintain the credibility and trust of others
3.1 Identify the need for meetings and program meetings in response to the need
3.2 Use an agenda and efficient, inclusive meeting procedures to maximise participation and maintain order
3.3 Prepare summaries of key issues and possible options disseminated in advance
3.4 Achieve agreed outcomes in the available time by co-operating with and seeking consensus and compromise
3.5 Outcomes of meetings are promptly summarised for action and distributed to stakeholders, as required
4.1 Select appropriate forums to present business positions to best effect
4.2 Obtain reliable information and advice to prepare appropriate presentations.
4.3 Adapt language, explanations, media and information/entertainment balance to meet the needs of the audience
4.4 Respond to questions openly and honestly