ESTABLISH NETWORKS CANDIDATE RESOURCE & ASSESSMENT BSBREL401A

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1 ESTABLISH NETWORKS CANDIDATE RESOURCE & ASSESSMENT BSBREL401A

2 Precision Group (Australia) Pty Ltd 9 Koppen Tce, Cairns, QLD, info@precisiongroup.com.au Website: BSBREL401A Establish Networks ISBN: Copyright Notice No part of this book may be reproduced in any form or by any means, electronic or mechanical, including photocopying or recording, or by an information retrieval system without written permission from Precision Group (Australia) Pty Ltd. Legal action may be taken against any person who infringes their copyright through unauthorised copying. These terms are subject to the conditions prescribed under the Australian Copyright Act Copying for Educational Purposes The Australian Copyright Act 1968 allows 10% of this book to be copied by any educational institute for educational purposes, provided that the institute (or the body that administers it) has given a remuneration notice to the Copyright Agency Limited (CAL) under the Act. For more information, info@copyright. com.au or visit for other contact details. Disclaimer Precision Group has made a great effort to ensure that this material is free from error or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. Precision Group (Australia) Pty Ltd is not responsible for any injury, loss or damage as a result of material included or omitted from this material. Information in this course material is current at the time of publication.

3 Table of Contents 2 Legend 3 Qualification Pathways 4 Qualification Rules 5 Introduction 7 BSBREL401A/01 Develop and Maintain Business Networks Key Points Use appropriate network strategies to establish and maintain relationships that promote the development of business opportunities Identify and pursue network opportunities to maximise a range of contacts Communicate information regarding new networks to inform individuals, colleagues and clients of potential benefits Participate in professional networks and associations to obtain and maintain personal knowledge and skills 13 True or False Quiz 15 BSBREL401A/02 Establish and Maintain Business Relationships Key Points Develop and maintain relationships to promote benefits consistent with organisational / client requirements Gain and maintain trust and confidence of contacts through demonstration of high standards of business practices Use a high level of negotiation skills to encourage positive outcomes Identify difficult situations and negotiate solutions using collaborative problemsolving techniques Seek specialist advice in the development of contacts where appropriate 25 True or False Quiz 27 BSBREL401A/03 Promote the Relationship Key Points Develop strategies to represent and promote the interests and requirements of the relationship Use appropriate presentation skills to communicate the goals and objectives of the relationship Effectively communicate issues, policies and practices of the relationship to a range of audiences, in writing and verbally Obtain feedback to identify and develop ways to improve promotional activities within available opportunities 37 True or False Quiz 38 Summary 39 Bibliography 41 Assessment Pack 1

4 Use considered risk taking in your grey area...and others will follow you! Legend This symbol indicates the beginning of new content. The bold title matches the content of the competency and they will help you to find the section to reference for your assessment activities. Activity: Whenever you see this symbol, there is an activity to carry out which has been designed to help reinforce the learning about the topic and take some action. This symbol is used at the end of a section to indicate the summary key points of the previous section. This symbol is used to indicate an answer to the Candidate s questions or notes to assist the Facilitator. 2

5 Qualification Pathways There are always two choices. Two paths to take. One is easy. And its only reward is that it s easy. Source Unknown This unit of competency is provided to meet the requirements of BSB07 Business Services Training Package although it can be used in a range of different qualifications. The BSB07 Business Services Training Package does not state how a qualification is to be achieved. Rather, Registered Training Organisations are required to use the qualification rules to ensure the needs of the learner and business customer are met. This is to be achieved through the development of effective learning programs delivered in an order that meets the stated needs of nominated Candidates and business customers. 3

6 Qualification Rules You re either part of the solution or part of the problem. Eldridge Cleaver Qualification requirements include core and elective units. The unit mix is determined by specific unit of competency requirements which are stated in the qualification description. Registered Training Organisations then work with learners and business customers to select elective units relevant to the work outcome, local industry requirements and the qualification level. All vocational education qualifications must lead to a work outcome. BSB07 Business Services Training Package qualifications allow for Registered Training Organisations (RTOs) to vary programs to meet: Specific needs of a business or group of businesses. Skill needs of a locality or a particular industry application of business skills. Maximum employability of a group of students or an individual. When packaging a qualification elective units are to be selected from an equivalent level qualification unless otherwise stated. 4

7 Introduction Whether as an individual, or as part of a group, real progress depends on entering whole-heartedly into the process and being motivated to make you a more deeply satisfied human being. Source Unknown This unit of competency is all about being able to develop and maintain effective work relationships and networks. It covers the activities of communication and representation. This is one of the units that make up the Certificates in Business. This manual is broken up into three distinct sections. They are: 1. Develop and maintain business networks: First we will examine who we, as a representative of our organisation, should network with and how to initiate the relationship. 2. Establish and maintain business relationships: Next we will look at some of the ways of securing the relationship and keeping it performing in a helpful way. 3. Promote the relationship: Then we will consider how to use this to assist our organisation by promoting business relationships. At the conclusion of this training you will be asked to complete an Assessment Pack for this unit of competency. The information contained in this resource will assist you to complete this task. Then you will have demonstrated your ability to develop and maintain effective workplace relationships and networks. 5

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9 PART 1: Develop and Maintain Business Networks Key Points Section 1 Networking is the process of intentionally meeting people, making contacts, and forming relationships in hopes of gaining access to such business-related benefits as career advice, job leads, business referrals, useful information and ideas, and support. The intention is to develop knowledge about each other and enough of a trust so that neither side feels taken advantage of. There are four main benefits for those who practice effective networking: Referrals; Relationships; Leads; and Knowledge. 7

10 Part 1: Develop and Maintain Business Networks Key Points Section 1 continued A variety of organisations exist that are dedicated to providing business networking opportunities, like industry trade associations or chambers of commerce. The basic concept in all formal networking organisations is that members in a group of business people, each in a different line of work, make referrals to each other from among their own friends, clients, and associates. Within your own organisation, information regarding new contacts may be shared for mutual benefit. 8

11 Part 1: Develop and Maintain Business Networks What is Networking? Networking is the process of intentionally meeting people, making contacts, and forming relationships in hopes of gaining access to such business-related benefits as career advice, job leads, business referrals, useful information and ideas, and support. For example, a manager s network might include clients, vendors, fellow members of trade or professional associations, bankers, accountants, professors at a local business school, friends who are employed in similar industries, and other managers. Each person that a manager adds to his or her network is at the centre of their own network, so in actuality the network is expanded considerably with every new member. Ideally, networks serve both social and business functions and are mutually beneficial for their members. The relationships formed in networking help people create a larger world for themselves, with a variety of new relationships, opportunities, and resources. We can think of networking as investing in the future. The intention is to develop knowledge about each other and enough of a trust so that neither side feels taken advantage of. This is what networking is all about - we have something to give each other. Benefits of Networking There are four main benefits for those who practice effective networking: Referrals; Relationships; Leads; and Knowledge. Referrals, which are particularly important in growing a business, take many forms. For example, a satisfied client might suggest others who may need the company s products or services. Similarly, a network member who is familiar with the company s offerings might provide an endorsement or allow the network partner to mention his or her name in marketing efforts. It is good networking practice and a matter of professional courtesy to thank the person who provided the referral and to keep them informed of the results of the new contact. In addition, it is important never to use someone as a referral without first securing their permission. If a referral does result in a new client relationship, care should be taken to provide the new client with the same level of product or service quality that was enjoyed by the one that gave the referral. Otherwise, the business risks ruining both client relationships. Networking also allows for new relationships to be established. Relationships are keys to business success a positive relationship allows for building insights into the needs of a particular client and allow you to build trust between you and your associates. Insight into customer needs and having a positive and trusting relationship also allows you to have an opportunity to promote the products and services that you offer and resolve issues that your customer may be having more easily. Fixing a problem while it is still minor is better than letting it blow up into a bigger one. You may also find that close relationships allow you to access information on the competition which may not always have been easy to gain. 9

12 Part 1: Develop and Maintain Business Networks Networking can also turn into an opportunity to gain new sales leads. It may also be personally productive in that you might be able to find new opportunities to move within your chosen career or build new business opportunities. Building a network often happens as a chain reaction where one specific event leads to another and another and another ultimately leading to you being able to improve your future opportunities. Finding Networking Opportunities Opportunities for networking abound. One well-known example of a possible contact is the person occupying the next seat on an airplane. But it is possible to take a more organised approach: Make a list of specific groups of people that would be helpful to know for business purposes, from potential customers to other businesses that offer complementary products or services. Identify where best to find them. Perhaps they are likely to participate in certain activities, belong to certain organisations, or frequent certain places or events. Become involved in those organisations or activities. Identifying networking organisations in your location is also a very profitable pursuit to undertake. If you are able to identify organisations that can assist you, you put yourself in a better professional position. Some of the most common networking organisations include: Local industry organisations Local chambers of commerce Local business associations National business associations Local groups for women in business. The basic concept in all formal networking organisations is that members in a group of businesspeople, each in a different line of work, make referrals to each other from among their own friends, clients, and associates. They not only share customers, but develop a circle of businesses with which they do business and exchange expertise. We mentioned in the list above that there are often some specific networking organisations that cater for a specific demographic group. We gave the example of women in business groups. However there are often networking groups that cater for minority groups or even those that cater for specific business sectors, such as small businesses or those who run homebased businesses. Within your own organisation, information regarding new contacts may be shared for mutual benefit. Whether through organised functions or just sharing a beneficial contact with colleagues in the organisation is good if there is a commonality. Of course, there is networking etiquette to be observed which we will discuss later and must always be observed. 10

13 Part 1: Develop and Maintain Business Networks The most obvious starting point to establish a network is to become a member of professional networks catering to your field of expertise. Sources cover a wide range of contacts including: Work teams Suppliers Other organisations Committees Internal / external customers Government agencies Professional / occupational associations Project specific ad hoc consultative / reference groups Advisory committees Lobby groups Local inter-agency groups Membership will lead to invitations to conferences, seminars and meetings all fertile fields for meeting others with common interests. The benefits of these sorts of connections are to obtain and maintain your personal knowledge and skills and to be able to utilise these for the benefit of the team and organisation. Many organisations recognise the importance of such affiliations through payment of membership dues for their managers and allowing them time to attend and participate. Networking is a valuable tool to increase your personal knowledge for the benefit of your organisation. 11

14 Part 1: Develop and Maintain Business Networks Activity One Have you actively participated in networking activities? Have the outcomes been beneficial? As you leave your seat and walk around the room, discuss your experiences with the group. Concentrate on individuals less well known by you. 12

15 Part 1: Develop and Maintain Business Networks Section 1 - True or False Quiz A variety of organisations exist that are dedicated to providing business networking opportunities, like industry trade associations or chambers of commerce. Sharing a beneficial contact for colleagues with another individual or colleague in the organisation is not a good idea. They might take the contact away from you! Each person that a manager adds to his or her network is at the centre of their own network, so in actuality the network is expanded considerably with every new member. Please tick True False Forming a close relationship with a client might jeopardise the job. Networking groups, from nationwide organisations to singlechapter local outfits, bring together business owners on a regular, formal basis to promote one another s businesses. We can think of networking as investing in the future. Within your own organisation, information regarding new contacts should be shared for mutual benefit. Referrals, which are particularly important in growing a business, take many forms. Networking can be an excellent source of leads, but not for new business opportunities, new career options, or further networking possibilities. There is no networking etiquette so anything goes. 13