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Title / Create, maintain and enhance productive working relationships with stakeholders in an aviation environment
Level / 5 / Credits / 15
Purpose / People who are credited with this unit standard are able to: convey and receive information and ideas about the aviation industry; develop trust and confidence with stakeholders in an aviation environment; interact with professional integrity with stakeholders in an aviation environment; and build and maintain effective networks with stakeholders in an aviation environment.
Classification / Aviation > Aviation - Core
Available grade / Achieved
Guidance Information
1All references to the CAA refer specifically to the Civil Aviation Authority of New Zealand.
2Industry standards are those set in place by the CAA.
3Industry texts may include but are not limited to – ICAO Safety Management Manual, CAA Rules, CAA Advisory Circulars, operator exposition.
4Definitions
Stakeholders refer to persons or organisations that can affect, be affected by, or perceive themselves to be affected by a decision, activity or change.
Organisational policies refer to the statement of agreed intent that sets out an organisation’s views or principles with respect to a particular matter.
Organisational procedures refer to the step-by-step instructions for implementing or carrying out an organisation’s policy or desired objective.
Outcomes and performance criteria
Outcome 1
Convey and receive information and ideas about the aviation industry.
Performance criteria
1.1Communication techniques are used to present and express ideas, and are tailored, to stakeholders.
1.2Sensitivity of social and cultural diversity when communicating and interacting with stakeholders is shown in accordance with industry standards and texts.
1.3Client requirements are identified within the work plans and negotiated to achieve mutually agreeable outcomes for clients and work teams or groups.
1.4Input from stakeholders is sought and obtained in developing new ideas in accordance with industry standards and texts.
Outcome 2
Develop trust and confidence with stakeholders in an aviation environment.
Performance criteria
2.1Regular consultation is undertaken with a range of internal and external clients in accordance with the code of ethics.
2.2Issues raised through consultations are dealt with and resolved as soon as reasonably practicable, or referred to the appropriate personnel for resolution, in accordance with industry standards and texts.
2.3The outcomes of consultation are made known to stakeholders, as soon as reasonably practicable, in accordance with the code of ethics.
Outcome 3
Interact with professional integrity with stakeholders in an aviation environment.
Performance criteria
3.1Interactions with stakeholders are conducted with professional integrity and in accordance with the code of ethics.
3.2Difficult situations are addressed in accordance with organisational policies and procedures.
3.3Respect and compassion is reflected and social and cultural diversity is recognised when interacting with stakeholders in accordance with the code of ethics.
Outcome 4
Build and maintain effective networks with others in an aviation environment.
Performance criteria
4.1Contact with a comprehensive range of service agencies is established in accordance with organisational protocol and practice.
4.2Effective working relationships with key people in relevant agencies are established in accordance with organisational policies and procedures.
Rangekey people may include but is not limited to – people in same field, subject matter experts, influential members of the agencies.
4.3Other agency principles, objectives, and guidelines are identified and analysed for common and complementary purpose.
4.4Support and referral requirements of other agencies are identified and recorded in accordance with organisational policies and procedures.
4.5Potential concerns from other agencies are identified, confirmed, and addressed in accordance with organisational policies and procedures.
Rangemay include, but is not limited to – concerns previously raised, topics or activities which may cause concern.
Planned review date / 31 December 2020Status information and last date for assessment for superseded versions
Process / Version / Date / Last Date for AssessmentRegistration / 1 / 15 April 2011 / N/A
Rollover / 2 / 26 April 2018 / N/A
Consent and Moderation Requirements (CMR) reference / 0170
This CMR can be accessed at
Comments on this unit standard
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ServiceIQSSB Code 9068 / New Zealand Qualifications Authority 2018