| Establish relationships with customers, provide advice on solutions to complex problems. |
| SECTION 1 |
| Establish relationships with customers |
| REQUIREMENTS |
| 1. Liaison and communications with customers are conducted and concluded in a manner which promotes goodwill and trust. |
| 2. Honest and constructive relationships are established with workmates and clients. |
| 3. Clients are kept informed at the apprpriate level about progress of applications. |
| 4. Advice and help is offered to workmates and clients. |
| 5. When applications or work are rejected, the reasons are stated and alternative solutions are given. |
| 6. Differences of opinion are dealt with to aviod conflict and maintain respect. |
| THE TRAINEE SHOULD BE QUESTIONED AND OBSERVED IN METHODS TO ACHIEVE THE ABOVE, FACE TO FACE, BY TELEPHONE AND IN CORRESPONDENCE. |
| SECTION 2 |
| Exchange information and provide advice on technical matters. |
| 1. Obligations to clients are identified, stated clearly and confirmed in writing within the agreed timescales. |
| 2. Information at the appropriate detail is given. |
| 3. Information and advice is given is summarised accurately and focused on critical matters. |
| 4. The information is presented in a suitable format for clients. |
| 5. Clients having difficulty understanding are offered extra advice and guidance. |
| RECIPIENTS OF ADVICE: |
| Other officers, junior and senior, craft and manual workers, councillors and members of the public. |
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| THE TRAINEE SHOULD BE OBSERVED AND RECORDED PERFORMING THE ABOVE TASKS AND APPRPRIATE GUIDANCE GIVEN WHEN NECESSARY. |
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