NZQA registered unit standard 7126 version 5 Page 1 of 3 Title Respond to oral one-to-one complaints Level 3 Credits 2 Purpose People credited with this unit standard are able to demonstrate knowledge of own responses to oral complaints, and respond to oral complaints in one-to-one situations. Classification Core Generic > Social and Cooperative Skills Available grade Achieved Explanatory notes 1 This unit standard is relevant to all situations where one-to-one complaints are received, including the workplace, but excludes workplace situations where handling of customer or client complaints is governed by formal policies and procedures. 2 This unit standard can be assessed against in a real or simulated workplace. 3 Definitions Organisational requirements refer to policies, procedures, and reporting requirements of the workplace or training/educational establishment. Workplace requirements are documented policies and procedures or established protocols for workplace performance. Outcomes and evidence requirements Outcome 1 Demonstrate knowledge of own responses to oral complaints. Evidence requirements 1.1 Own responses to oral complaints are described. Range 1.2 at least three instances, including mild and forceful approaches by another party; description may include but is not limited to – own emotions; own behaviours; outcomes of each event; impact on self-image; impact on the relationship; awareness at the time of influences acting on self and/or complainant. Influences underlying own response to oral complaints are identified. Range may include but is not limited to – beliefs, values, assumptions. NZQA National Qualifications Services SSB Code 130301 New Zealand Qualifications Authority 2016 NZQA registered unit standard 7126 version 5 Page 2 of 3 Outcome 2 Respond to oral complaints in one-to-one situations. Range one each of – face-to-face, on the telephone. Evidence requirements 2.1 The response to the oral complaints incorporates attitudes that contribute to a positive outcome in accordance with workplace or organisational requirements. Range assertiveness, governed by fairness, accounts for cultural considerations, safety considerations, tone; face to face – body language. 2.2 Feedback provided to the other party acknowledges their feelings and perceptions in accordance with workplace or organisational requirements. 2.3 Facts relating to the complaints are identified and corroborated with the other party to the extent practicable in the situation in accordance with workplace or organisational requirements. 2.4 Any actions to be carried out are identified and commitment to carrying these out is stated to the other party in accordance with workplace or organisational requirements. Planned review date 31 December 2018 Status information and last date for assessment for superseded versions Process Version Date Last Date for Assessment Registration 1 22 May 1996 N/A Revision 2 27 March 1998 N/A Review 3 26 September 2001 N/A Review 4 16 July 2010 N/A Rollover 5 18 June 2015 N/A Consent and Moderation Requirements (CMR) reference 0023 This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do. Please note Providers must be granted consent to assess against standards (accredited) by NZQA, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment. NZQA National Qualifications Services SSB Code 130301 New Zealand Qualifications Authority 2016 NZQA registered unit standard 7126 version 5 Page 3 of 3 Industry Training Organisations must be granted consent to assess against standards by NZQA before they can register credits from assessment against unit standards. Providers and Industry Training Organisations, which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards. Requirements for consent to assess and an outline of the moderation system that applies to this standard are outlined in the Consent and Moderation Requirements (CMR). The CMR also includes useful information about special requirements for organisations wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements. Comments on this unit standard Please contact NZQA National Qualifications Services nqs@nzqa.govt.nz if you wish to suggest changes to the content of this unit standard. NZQA National Qualifications Services SSB Code 130301 New Zealand Qualifications Authority 2016