Unit Code: AGLAS-ENG-010
Unit Title: Communicating with Clients and Stakeholders
Nominal Hours: 4
Unit Descriptor: This unit introduces the basic skills required to communicate effectively with clients and stakeholders in the workplace. Learners will practice using simple English to greet clients, provide information, respond to requests, and handle basic complaints or questions politely.

Elements and Performance Criteria

Elements Performance Criteria
1. Greet and welcome clients 1.1 Use polite greetings
1.2 Introduce self and organization clearly
2. Provide information 2.1 Answer simple questions about products or services
2.2 Give clear, basic instructions or directions
3. Respond to requests 3.1 Listen carefully to client needs
3.2 Respond using polite and simple language
4. Handle complaints or concerns 4.1 Acknowledge the issue politely
4.2 Offer a simple solution or refer to the appropriate person

Range of Variables

Variables Range
Greetings Good morning, Welcome, How can I help you?
Information Product details, service hours, directions, prices
Requests Information requests, service requests, help with forms
Complaints Late delivery, wrong item, unsatisfactory service
Solutions Apologies, offering help, referring to supervisor

Evidence Guide

Area Details
Critical aspects of competency Greets clients, provides information, responds to requests, and handles complaints using simple English
Underpinning knowledge Common workplace vocabulary, polite phrases, basic customer service principles
Underpinning skills Speaking, listening, providing information, responding to concerns
Underpinning attitudes Helpfulness, patience, politeness, willingness to assist
Resource implications Sample dialogues, role-play scenarios, workplace examples
Methods of assessment Observation, role-play, practical demonstration, oral questioning
Context of assessment Simulated or real client interactions, small group or one-to-one setting

Foundation Skills

Skills Description
Speaking Use clear, polite English to communicate with clients and stakeholders
Listening Understand and respond to client needs and concerns
Problem-solving Offer simple solutions or refer issues appropriately
Customer focus Show helpful and positive attitude in all interactions

Target Audience

Target Audience Description
Entry-level professionals Non-English speakers with alphabet knowledge interacting with clients or stakeholders
Vocational trainees Individuals preparing for jobs involving customer or client communication
Workplace learners Employees needing to improve English skills for client and stakeholder communication

Recognition of Prior Learning (RPL)

RPL Available Yes/No
Yes

Pre-Requisite

Pre-Requisite
Alphabet knowledge (A-Z)