The Mandatory Competencies

The minimum standards for mandatory competencies are set out in the APC guidance and are structured in levels. You must achieve the minimum standards, as follows. Conduct rules, ethics and professional practice (M005) Client care (M003) Communication and negotiation(M004) Health and safety(M008) Accounting principles and procedures (M001) Business planning(M002) Conflict avoidance, management and dispute resolution procedures (M006) Data management (M007) Sustainability (M009) Teamworking (M010) To Level 3 To Level 2

To Level 1

These are the minimum standards but may be included at a higher level, if allowed. If so they will appear in the core/optional competency list to the higher level. You will be able to achieve some of the mandatory competencies in your day to day work but some you may have to undertake additional learning or attend courses, which may count towards your Professional Development.

1. Conduct rules, ethics and professional practice Level 3 (Refer to the separate guidance note on RICS rules)
This competency is the most important of all. In order to be successful at final assessment you must demonstrate your awareness of and intention to act within the RICS Rules of Conduct for both members and firms.

2. Client Care Level 2

At level 1 demonstrate a knowledge and understanding of the principles and practice of client care, including the following. The concept of identifying clients, colleagues and third parties who are your clients. Understanding the behaviours that are appropriate to establish good client relationships. The systems and procedures that are appropriate for managing the process of client care including complaints. The requirements to collect data and analyse and define the needs of clients.

At level 2 you should be able to apply the above in your area of practice. Approaches to client care will vary depending on the nature of the work, the degree of interaction and type of organisation. In some areas of practice there is a high degree of customer interaction and the management and influence of clients is vital to ensure fee income. Remember that the client is supreme but you must be able to differentiate between client care and duty of care. If a client wishes to do something that would be unrealistic, impractical or is certain to fail then you must tell them. To give the best customer care, you must therefore have a good understanding of your clients needs. This competency is very closely related to professional practice and ethics e.g. complaints handling, quoting fees, client accounts.

Example questions What are the principles of good client care? How do you communicate with your clients? What is the difference between a customer and a client? What complaints handling procedure do you have in your company? How do you know if your client is satisfied with your service?

3. Communication and negotiation Level 2

At level 1 demonstrate knowledge and understanding of effective oral, written, graphic and presentation skills. This should also include method and techniques appropriate to specific situations. Target audience Length and style of layout Message you wish to convey Structure of the communication Graphic covers drawings and plans etc. At level 2 you are required to provide evidence of practical application of effective oral, written, graphic and presentation skills. These should be appropriate in a variety of situations specifically where negotiation is involved. Think about your own written work has it achieved what you wanted it to? There are various methods of communication e.g. letters, emails, reports, telephone, meetings, telephone conferences, web conferences, video conferences. Oral communication is used in a wide variety of situations e.g. Negotiations Managing people Presentations Phone calls
2

Facilitating/chairing meetings

Check that you understand successful negotiations preparation of evidence various approaches to negotiations what each side wishes to achieve etc. Remember at final assessment you will be delivering a 10 minute presentation and the panel will use this as well as your written documents to assess your competence.

Example questions What is the difference between effective and efficient communication? What makes a good negotiator? How would you chair a meeting? Give an example from your own experience. What makes a good manager? Give an example when you have been asked to prepare a presentation. How did you go about it?

4. Health and safety Level 2

At level 1 demonstrate a knowledge and understanding of the principles and responsibilities with regard to health and safety imposed by law and other regulations appropriate to your area of practice. You must be able to demonstrate knowledge of health and safety legislation and codes of practice that apply to your area of work and the country in which you practice. At level 2 you are required to provide evidence of practical application of health and safety issues and the requirements for compliance. In terms of assessing health and safety a risk assessment is an important element and you should know how to undertake this.

Example questions What measures do you or your company take to ensure a good standard of H&S? What should you do if you see something dangerous? What are the minimum requirements of safety on site? During a site visit you see a safety rule violation. What action will you take? Who is responsible for H&S?

5. Accounting principles and procedures - Level 1

At level 1 demonstrate knowledge and understanding of essential accounting concepts as well as the format and preparation of management and company accounts including profit and loss statements, cash flow statements, balance sheets, taxation, revenue and capital expenditure, auditing and budgets.
3

Example questions What is the purpose of a balance sheet? What should it include? How do you put a cash flow together? What is turnover? What is the difference between cost and revenue?

6. Business planning - Level 1

At level 1 demonstrate knowledge and understanding of how business management activities contribute to the achievement of corporate objectives. You may not be directly involved in business management but you must be able to understand and explain the underlying factors of business management. You should also develop an understanding of issues such as motivation, mission statements, organisational structures, short/long term strategies, market analysis, support services e.g. HR, IT, staffing and recruitment, employment law/policy.

Example questions How would you put together a business plan? What are the tools used in business planning?

7. Conflict avoidance, management and dispute resolution procedures Level 1

At level 1 demonstrate knowledge and understanding of the techniques of conflict avoidance, conflict management and dispute resolution procedures e.g. adjudication and arbitration. It is important to understand how to avoid conflict in the first instance and how to conduct negotiations and also the options available should negotiations break down mediation, conciliation, adjudication, arbitration, independent expert and litigation. Negotiation simplest form where senior person from both sides try to find a solution. Mediation is the name given to a confidential process where parties invite a neutral individual to facilitate negotiations with a view to achieving a resolution. Conciliation is similar to mediation but may be more confrontational as parties may be required to meet. Either party is free to reject the recommendations and choose an alternative forum. Arbitration is a legal proceeding where the arbitrator reaches a decision on the basis of evidence. The arbitrators decision is enforceable. An Independent expert is appointed jointly by two parties and gives an expert opinion on the matter.
4

Example questions How would you avoid conflict in the first instance? If conflict occurs how do you deal with it initially? What is meant by negotiation? If negotiation fails what can you do next? Can you explain the different methods of ADR? What do you know about the New York Convention (UAE only)?

8. Data management - Level 1

At level 1 demonstrate knowledge and understanding of the sources of information and data including methodologies and techniques to collect, collate and store data. It is important to understand the use of data in your day to day work how it is gathered and used, what are the best methods of collection, collation and storage. Information systems Use and relevance of IT Database use In- house data storage and filing systems Data protection legislation applicable to the country in which you practice

Example questions What systems do you use in your organisation? How does your company store data? Does your company have a document control system? Describe. What historical data does your company hold? Are you aware of any current legislation regarding data protection in your country? If yes, describe.

9. Sustainability - Level 1
At level 1 demonstrate knowledge and understanding of why and how sustainability seeks to balance economic, environmental and social objectives at local, national and global levels. You will require a basic understanding of factors relating to environmental issues particularly within the country in which you practice. Waste management National and international regulations Building regulations Contaminated land Recyclable materials Water conservation Energy efficiency Design considerations Awards You should also be aware of your companys internal policies e.g. recycling paper as well as the companys overall environmental policies.
5

Example questions What is meant by sustainable development? What different types of award certification are available? What impact does life cycle costing have on sustainability? How do you practice sustainability in your company? What sustainability measures are you adopting on your current project? How can you achieve sustainability at design stage? Does creating a sustainable development involve additional cost?

10. Teamworking - Level 1

At level 1 demonstrate knowledge and understanding of the principles, behaviour and dynamics of teamworking. This involves understanding why people work in a team. An effective team will have the following. Common purpose Clear understanding of the team objectives Resources to achieve the objectives Mutual respect of each other Respect for members strengths and weaknesses Mutual trust Willingness to share knowledge and expertise Willingness to speak openly A range of skills A range of styles/personalities

Example questions What makes a good/effective team? What is meant by team dynamics? What would you do if a team member fails to perform? What makes a good team leader?