1. Identify and examine the needs and/or expectations of customers, colleagues, key stakeholders and relevant others in the workplace

2. Explain the importance of knowing what customers, colleagues, key stakeholders and relevant others in the workplace require

3. Determine ways of meeting the needs and/or expectations of customers, colleagues, key stakeholders and relevant others in the workplace within organisational constraints

4. Explain ways of checking that the needs and/or expectations of others have been met

5. Describe ways of dealing with difficult situations where it is not possible to meet the needs and/or expectations of others within organisational guidelines and constraints.