An occupational standard consists of an element title, performance criteria and a range indicator. Here’s an example:
| DEFINITION | EXAMPLE | |
|---|---|---|
| Element Title | Statement of an outcome which an individual is expected to achieve | Greet customers and/or visitors face-to-face and meet initial needs |
| Performance Criteria | Statements which describe critical outcomes that have to be achieved and the standard of performance which is required | Customer and/or visitor is greeted in accordance with organisational requirements Purpose of visit is ascertained using communication skills to elicit information in accordance with organisational requirements |
| Range Indicator | Description of the range of applications and contents over which the standard is intended to apply | Greeting: May include but is not limited to – a smile, polite language, appropriate welcoming phrase, appropriate non-verbal communication. Requirements: May include but are not limited to – timeliness, accuracy of directions, courtesy |
| Underpinning Knowledge | Specifies the knowledge and understanding an individual needs for competent performance | The policies and procedures relating to customer service |