CPPDSM3019A
Communicate with property clients as part of agency operations
Assignment 2
STUDENT NAME Daniel Skrzypek OTEN NUMBER n855096
Please read the “Guide to completing and submitting assignments” before you begin this assignment.
What you need to do
To successfully complete this assignment you must answer the following questions to demonstrate your knowledge. The assignment will be granted a result of “Competent” if the learning outcomes are achieved or “not yet competent” if not. If a result of “Not Yet Competent” is achieved you will be given the opportunity to resubmit your assignment.
Your Task
This task is designed for you to demonstrate your understanding of the core legal and ethical requirements associated with property management. This includes awareness of the legislation dealing with the leasing and management of property, the role and responsibility of agency personnel in property management, the recording of property management transactions and the completion of property management documentation.
Knowledge assessment
|No. |Question and answer | |
|Q. 1 |Alice Jones rings to enquire about an auction property that you have advertised at Hope Street, Evansdale. | |
| |How do you establish rapport with Ms Jones? | |
The Essay on Assignment: Management And Employees
What are some of the things managers can learn by walking around and having daily contact with line employees that they might not be able to learn from looking at data and reports? Managers reserve time to walk through departments regularly, form networks of acquaintances in the organization, and get away from their desks to talk to individual employees. The management uses this style at to learn ...
| |1) “This seems like a nice area. How long have you lived in the house?” | |
| |”About 5 years” | |
| |2) “I noticed a lot of stores and things on the way in which must make it convenient to be in this area. When| |
| |you sell your home, do you plan to stay in the same area?” (This is a good question because it often will get| |
| |them to tell you their future plans, which are key. They may be leaving the state, or moving in with a | |
| |boyfriend/parent or whatnot).
| |
| |”No, I’m moving to Maine.” | |
| |”Wow, beautiful state from what I hear.” | |
| |”Yes, I grew up there.” | |
| |”Really, what brought you to Georgia, if you don’t mind me asking?” | |
| |”A bad marriage. I was divorced 4 years ago, and received the house as part of the divorce settlement. It has| |
| |bad memories for me, I want to sell it and move back as soon as possible.” | |
| |Hopefully, the above question gets you to the point of where they are going, and why they want to sell. Right| |
| |now, we can tell that the seller is not thinking rationally about the house (bad memories), and that they are| |
| |in a hurry, which means lower sales price. | |
The Term Paper on English Sample Question Paper
Question Paper Design SA 2 English Communicative Classes IX & X Code No. 101 The design of the question papers in English Communicative for classes IX & X has undergone a few changes. They are as under: Section A –Reading: 20 marks (Question 1-4) In the existing scheme of the question paper Students answer questions based on four unseen passages carrying five marks each –all the ...
| |3) When are you trying to get this closed by? | |
| |This is a good question, because if they have a super-specific date, this may tell us more about their | |
| |financial or personal situation. For example, “I need to close by January 14th so that I can pay my federal | |
| |tax liens against the property.” Or, “I’m wrapping up my husband’s estate, and want to be out as soon as the | |
| |probate is finalized, in around 6 weeks.” If they say, “No real date, I just wanted to find out what I could | |
| |get for the house, or what the market would bear,” they may not really be motivated enough to strike the type| |
| |of deal we need. | |
| |4) “I sell properties by putting my final and best price on the home. This seems more fair to my buyers, and | |
| |makes the transactions I engage in stress free. Do you have a bottom line price on this home?” | |
| |Questions like this bring it down to a point. You can find out quickly what the seller is thinking on price, | |
| |and whether you are close to making a deal. | |
| |5) After getting a price, if you can, ask how much they owe on the house. Then ask if they would be willing, | |
| |if you could give them their price, to let you assume payments on the house for a period of a year, or two. | |
| | | |
|Q. 2 |Consider which mode of verbal communication you prefer (i.e. over the phone or face to face).
Discuss the | |
| |advantages and disadvantage of these two modes of communication. | |
The Essay on Communication and Information Technology 2
Technological advancement have improved and eased the communication process. With the world revolving around technology, almost all tasks have been simplified consequently reducing the number of hours that one can perform a certain task. It has helped in the organizing information, thus enabling access and retrieval of information easy. The use of technology has helped many organizations cut on ...
| |Your preference: The advantages of oral channels of communication are that they: | |
| |• are fast – useful for obtaining very recent unpublished information | |
| |• are based on two-way communication and therefore promote an understanding of the real information need(s) | |
| |and the communication of relevant information | |
| |• are flexible | |
| |• simplify and facilitate the transmission of information between people working in different subject areas | |
| |(useful in interdisciplinary studies) | |
| |• are easy and pleasant to use | |
| |The disadvantages of oral channels of communication are that they: | |
| |• are not open to everyone – established researchers have access to good networks of contacts, but these | |
| |usually take time to cultivate | |
| |• can lead to misconceptions because the information is sometimes incomplete (lack of detail etc.) | |
| |• are difficult to maintain and therefore unstable | |
| |• it can also lead to mis belief,as oral promises do not lend any where | |
| |• as a human nature one can make mistake in spelling something different which can sometimes leads to major | |
| |mistake | |
| | | |
The Term Paper on Communications Technology Global Information Infrastructure
We are in the midst of a global information revolution driven by the convergence and proliferation of information and communication technologies. The telecommunications sector is changing at warp speed, driven by technological innovation that results in new equipment and services, and also by new entrants and alliances between companies with experience in a wide range of information industries ...
| | | |
| |Advantages: Written communication helps in laying down apparent principles, policies and rules for running of | |
| |an organization. | |
| |It is a permanent means of communication. Thus, it is useful where record maintenance is required. | |
| |It assists in proper delegation of responsibilities. While in case of oral communication, it is impossible to | |
| |fix and delegate responsibilities on the grounds of speech as it can be taken back by the speaker or he may | |
| |refuse to acknowledge. | |
| |Written communication is more precise and explicit. | |
| |Effective written communication develops and enhances an organization’s image. | |
| |It provides ready records and references. | |
| |Legal defenses can depend upon written communication as it provides valid recor | |
| | | |
| |Disadvantages: Written communication does not save upon the costs. It costs huge in terms of stationery and | |
| |the manpower employed in writing/typing and delivering letters. | |
| |Also, if the receivers of the written message are separated by distance and if they need to clear their | |
| |doubts, the response is not spontaneous. | |
The Essay on How To Write A Good Sales Letter
If you want to understand how to create a good sales letter, then you are in fortune these days by getting on this content. If you have products or services (or both!), then it will do you a lot of accomplishment if you create efficient sales letter that will get your focus on audience to take the action that you want them to take. To do well, it will do you a lot of results if you adhere to the ...
| |Written communication is time-consuming as the feedback is not immediate. The encoding and sending of message | |
| |takes time. | |
| |Effective written communication requires great skills and competencies in language and vocabulary use. Poor | |
| |writing skills and quality have a negative impact on organization’s reputation. | |
| |Too much paper work and e-mails burden is involved | |
| | | |
|Q. 3 |You have received an email from a person interested in buying a small rural property in the area, but | |
| |unfortunately he has not given you any details except his first name is Tom. | |
| |Write an email response to Tom in a business like fashion requesting further information to better enable you | |
| |to assist him. | |
| |If you are a cash buyer, you can simply look at property with a price tag that compares with the amount you | |
| |want to invest. If you need to finance a portion of the purchase price, it is vital that you meet with a | |
| |professional in the rural lending world. Your current banker may be a great source for loaning money on your | |
| |home in town, business, car or boat. But what does he or she know about rural property? A lender that | |
| |understands rural property, cash flows for this industry, the cycles and current real estate values can be a | |
| |great value to you now and for many years down the road. | |
| |They can also be a source of financing for items needed after the land investment. Before you sign a contract,| |
The Term Paper on Information System Security Principles
Availability Availability assures that a system’s authorized users have timely and uninterrupted access to the information in the system and to the network. Other important terms Also important to network security are the following four C-I-A–related terms: ? Identification—The act of a user professing an identity to the system, such as a logon ID ? Authentication—Verification that the user’s ...
| |a good rural lender will ask you some very tough questions that will help you decide what size farm you can | |
| |afford and what you can expect after the purchase. | |
| |Unless you hire a buyer’s agent, the realtor is getting paid by the seller and is working for them. However, | |
| |they bring a lot of information and will only get paid if the sale occurs. Realtors work in this industry 24/7| |
| |and can offer a vast amount of information to help you. They will set up the closing and help both the buyer | |
| |and seller meet the demands of the written contract. Real estate closings can be very complex. Realtors will | |
| |be able to explain a lot of the procedures and work out who will be responsible for certain expenses of the | |
| |transaction. This will include closing fees, document preparation, accruing real estate tax liabilities and | |
| |recording fees. | |
| | | |
|Q. 4 |You are a stock and station agent and are managing the agistment of a dozen or so cows on a property at the | |
| |edge of Evansdale. The fences on the property are not in good condition and on more than one occasion, the | |
| |owner of the stock has driven past the property and he has had to stop and return the cattle to the paddock. | |
| |The stock owner Harry Harris us understandably upset and has stated that if any of his cows are injured he | |
| |will sue both you the property owner. You have contracted Bill Anderson, the owner of the property, by phone a| |
| |repeatedly, but he has not attempted to fix the fences. | |
| |Write a business letter to Bill Anderson advising him of what Mr. Harris has threatened, the increased urgency| |
| |of the situation and give Bill some recommendations for solving the problem for both Bill and yourself. (Hint:| |
| |When you enter a contract to agist livestock the property owner has the responsibility to provide a safe | |
| |environment for the livestock including water, feed and veterinary assistance when required) | |
| |As residents of Apartment complex we seek to bring to your attention the condition of the drainage pond | |
| |located adjacent to the apartment buildings. | |
| |We understand this pond is used for drainage of the apartment grounds and is required for such purposes, | |
| |however we feel there has been some neglect on the maintenance of this pond in recent years. | |
| |We feel obligated to ask for your attention to this problem prior to any contact with the health department | |
| |that governs this area. | |
| |We would like to request a meeting with you regarding this matter as you are our only contact with the | |
| |apartment complex owners. | |
| |The specific problems we feel that need attention are the odor form the pond, insects that are breeding in and| |
| |around the pond. | |
| |Please respond in a timely manner and include a date and time for which you could attend a meeting with the | |
| |tenants listed below. Send this letter registered mail and also tell postmaster you want to receive a | |
| |signed receipt that shows the person actually received this letter. Keep a copy for your records. I would also| |
| |take several pictures of the pond and include copies in your letter. | |
| |Also check any copy you have of your lease agreement to see if your monthly maintenance fee (if you have one) | |
| |is used to supposedly maintain this drainage pond. | |
| |If the manager does not respond, visit your local health department and ask the person to schedule a visit | |
| |with one of the department heads – take your letter and photos with you to talk to this person. A personal | |
| |visit is much better than a phone call. Ask him/her for their help with this problem. | |
| | | |
|Q. 5 |List four (4) reasons for using a database in an agency explaining with examples, each of the four reasons you| |
| |have identified. | |
| |Example 1 | |
| |Let’s say your agency is managing several rental properties for the owner Mr Jones. He calls wanting to know | |
| |whether the arrears have been paid. You can’t recall the details, but you can find Mr Jones in the database, | |
| |select the property in question and call up the account details. You can advise Mr Jones immediately, and | |
| |perhaps send off a report via email or SMS. This quick response and high level of service makes the agency | |
| |look good to Mr Jones, and increases the chances that you will retain him as a client. | |
| |Example 2 | |
| |Agents are now able to produce marketing material such as open house lists, property brochures and direct | |
| |mailing material in-house that previously were sent away to printers or not produced at all. This has allowed | |
| |them to be more responsive to events—for example, being able to list a property today and have an acceptable | |
| |quality colour brochure available to give to purchasers tomorrow. | |
| |Example 3 | |
| |A major trend in computer equipment is that of increasing integration and connectivity. More and more, | |
| |computer manufacturers use the same international standards for their hardware and software, allowing | |
| |different devices to exchange information. | |
| |The ability to connect computers via the Internet allows agents to communicate more effectively with fellow | |
| |staff, clients and prospects. | |
| |Portable devices such as laptop computers, tablet computers, PDAs, and mobile phones allow staff in the field | |
| |to take their diary and files with them, make changes and additions while away from the office and then | |
| |synchronise changes when they return. With additional software, portable devices can also be used for specific| |
| |tasks like property inspections. | |
| |The current trend is to have all information stored in online databases rather than on an office computer. | |
| |This allows access to the data from anywhere and at any time, and is more secure than a stand-alone computer | |
| |which is vulnerable to equipment failure, fire, theft and inadequate backup procedures. | |
| |Example 4 | |
| |Database software can be used to perform summary and statistical analyses which may be used as an indicator of| |
| |agency performance. The data for sales may include new listings, time on market, clearance rates, the results | |
| |of customer satisfaction surveys and so on. This data might be compared with similar data from competitors to| |
| |give a performance appraisal of agency operations or individual salespeople. | |
| | | |
|Q. 6 |What factors do you need to take into account when developing a client database and how do you ensure the | |
| |client’s privacy and the security of the information? | |
| |What are reasonable steps to secure personal information will depend on context, including: | |
| |• the sensitivity to the individual of the personal information the organisation holds | |
| |• the harm that is likely to result to people if there is a breach of their personal information | |
| |• the potential for harm (reputational or other damage) to the agency or organisation if the personal | |
| |information in question were breached | |
| |• how the agency or organisation stores, processes and transmits the personal information (for example, | |
| |paper-based or electronic records, or using a third party service provider).
| |
| |Appropriate security safeguards for personal information need to be considered across a range of areas. | |
| |This could include maintaining physical security, computer and network security, communications security and | |
| |personnel security. To meet their information security obligations, agencies and organisations should consider| |
| |the following steps: | |
| |• risk assessment – identifying the security risks to personal information held by the organisation and the | |
| |consequences of a breach of security | |
| |• policy development – developing a policy or range of policies that implements measures, practices and | |
| |procedures to reduce the identified risks to information security | |
| |• staff training – training staff and managers in security and fraud awareness, practices and procedures and | |
| |codes of conduct | |
| |• the appointment of a responsible person or position – creating a designated position within the agency or | |
| |organisation to deal with personal information security breaches. This position could have responsibility for | |
| |establishing policy and procedures, training staff, co-ordinating reviews and audits and investigating and | |
| |responding breaches | |
| |• technology – implementing privacy enhancing technologies to secure personal information held by the agency | |
| |or organisation, including through such measures as access control, copy protection, intrusion detection, and | |
| |robust encryption. | |
| |• monitor and review – monitoring compliance with the security policy, periodic assessments of new security | |
| |risks and the adequacy of existing security measures, and ensuring that effective complaint handling | |
| |procedures are in place | |
| |• standards – measuring performance against relevant Australian and international standards as a guide | |
| |• privacy impact assessments – evaluating, in a systemic way, the degree to which proposed or existing | |
| |information systems align with good privacy practice and legal obligations | |
| |• audits – undertaking regular audits to detect system weaknesses and/or breaches and | |
| |• appropriate contract management – conducting appropriate due diligencewhere services are contracted, | |
| |particularly in terms of the IT security policies and practices that the service provider has in place and | |
| |then monitoring compliance to these policies through periodic audits. | |
| |Further, in seeking to prevent personal information security breaches, agencies and organisations should | |
| |consider their other privacy obligations under the IPPs and NPPs. Some breaches or risks of harm can be | |
| |avoided or minimised by not collecting particular types of personal information or only keeping it for as long| |
| |as necessary. | |
| |Consider: | |
| |• What personal information is necessary to be collected? Simply put, personal information that is never | |
| |collected, cannot be mishandled and therefore the risk of mishandling is avoided. Both IPP1 and NPP1 require | |
| |that agencies and organisations, respectively, only collect personal information that is necessary for one or | |
| |more of their functions or activities. IPP 3 also requires that a collector of personal information take steps| |
| |to ensure that the information collected is relevant to the purpose for which it was collected. | |
| |• How long does the personal information need to be kept? NPP 4.2 requires organisations to securely destroy | |
| |or permanently de-identify information that is no longer needed for the permitted purposes for which it may be| |
| |used or disclosed. Although the IPPs do not contain a similar obligation, agencies should nevertheless | |
| |consider retention practices, subject to other applicable record-keeping requirements such as those contained | |
| |in the Commonwealth Archives Act. | |
| | | |
|Q. 7 |An angry client comes into the agency complaining bitterly about the service they are receiving. Identify the | |
| |steps that you would follow to calm the client down and resolve the problem giving an explanation of each | |
| |step. | |
| |• Always be polite! | |
| |• Try not to take their complaint personally – even if it’s about your own job performance. If you feel | |
| |yourself become emotionally involved in the issue, it is best to step aside and let another employee handle | |
| |the situation. | |
| |• Think about how you would want a problem handled if you had a complaint. Then, treat your angry customer as | |
| |you would want to be treated. | |
| |• If you simply cannot give the customer what they want, give them something for free (you may need a | |
| |manager’s approval) to make up for it. | |
| |• Make the angry customer want to come back again. | |
| |• A customer complaint can be a vehicle for customer retention. If you handle the customer appropriately and | |
| |apologize effectively you can turn a negative into a positive. | |
| |• Learn to ‘deflect’ the nasty stuff that people verbalize at you, just as you might deflect physical blows if| |
| |someone was punching you etc. You can do this by visualizing them as a cartoon character with that voice e.g. | |
| |Mickey Mouse. There are many other ways to do it, develop one that really works for you. | |
| |• Never be mean to the angry customer. Remember, you want them to come back again. If you insult them, they | |
| |are sure to take their business somewhere else, and they’ll probably tell their friends. | |
| |• Some customers are known to complain about anything. If you come across one of those customers, try to | |
| |discuss with your manager whether this client is beneficial to the company or whether it might be worth to | |
| |lose him, because he doesn’t do a great deal of work and causes the company a lot of time in dealing with his | |
| |daily complaints. The time wasted on one client like this could be dedicated to patients that are “true” | |
| |customers. | |
| |• Please remember that the safety of you, your coworkers, and other customers comes first. If a customer | |
| |crosses the line by making abusive, threatening, or hostile actions or threatens to, immediately call 911 and | |
| |inform your supervisor when it is safe to do so. MOST Companies would rather lose an abusive customer than | |
| |have their employees, vendors, or other clients hurt or worse in the course of business. | |
| | | |
