In this section find out more about the standards – their aim, structure, benefits as well as what they consist of.


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