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Develop and maintain effective working relationships

Unit 1.1 Develop and maintain effective working relationships

Performance Criteria

You must be able to:

  1. develop and maintain productive working relationships with others which promote goodwill and trust
  2. request information from others in a polite, clear and professional manner
  3. respond promptly to enquiries from others and ask questions to clarify their information needs
  4. take action in cases where you are unable to respond to enquiries from others
  5. handle disputes and differences of opinion in ways which minimise offence and maintain respect comply with the formal complaints procedure

Knowledge and Understanding

You must know and understand:

  • (a) why it is important to promote goodwill and trust when working with others, and ways in which this can be achieved
  • (b) how to identify the information you require and the potential sources of such information
  • (c) how to respond to enquiries from others and how to clarify their information needs
  • (d) how to respond to enquiries which are outside your authority, beyond your area of knowledge/expertise or where the information requested is confidential
  • (e) ways in which disputes or differences of opinion should be handled to minimise offence and maintain respect
  • (f) how to identify and handle formal complaints
  • (g) the details of the formal complaints procedure that covers your work, and any specific organisational requirements with regard to complaints

Scope

A. others:

(i) the party selling or letting the property or their representatives (e.g. estate agent, letting agent or lawyer)

(ii) those present at the property at the time of inspection (e.g. the party selling or letting the property, their friends/family or tenants)

(iii) other colleagues and professionals such as solicitors, conveyancers, local authority maintenance teams, work colleagues and other Domestic Energy Assessors, and Home Inspectors

B. goodwill and trust:

(i) demonstrating a duty of care

(ii) honouring promises or undertakings

(iii) developing honest relationships

(iv) developing constructive relationships

C. request:

(i) face to face

(ii) in writing

(iii) by telephone

(iv) by email

D. respond:

(i) face to face

(ii) in writing

(iii) by telephone

(iv) by email

E. action:

(i) inform the enquirer

(ii) pass the enquiry onto the relevant person or organisation