Max Lionel Realty (MLR), in order to build customer goodwill and satisfy its legal and ethical obligations, has decided to implement a program to:

• inform agents of legal and ethical obligations (particularly with respect to WHS and anti-discrimination legislation) and any standards or codes of conduct followed by the organisation
• promote high standards in professional conduct (see Real Estate Institute of Victoria (REIV) Code of Conduct and relevant legislation)
• inform clients, tenants and potential tenants of MLR’s commitments
• achieve employee and client buy-in for initiative.

You are an external consultant (from Ace Consultants) contracted to project manage activities to achieve the objectives above.
Quality standards for deliverables:

• clearly communicate legal obligations and REIV (https://reiv.com.au/) obligations
• contain as content or support company strategic directions
• no grammar or spelling errors
• professional but friendly language
• fair and flexible delivery for intended audience
• meet audience requirements and sensitive to information needs, cultural diversity.

Previous needs analysis for the project has uncovered characteristics and requirements of Residential and Commercial Agents and Clients:

Agents	Clients	Tenants
●     under stress; time poor ●     highly trained and competent in selling and managing real estate ●     unaware of legal, ethical requirement. just want to please clients ●     even if aware, have no idea how to apply to daily client practice	●     cynical: e.g. ‘why do I have to pay attention to MLR’s internal business? I just want them to manage my property.’ ●     time poor ●     not sure of MLR obligations and commitment to best-of-breed client service and ethical practice, REIV code of conduct	●     sometimes feel discriminated against on basis of: ○    lifestyle ○    family status ○    cultural background ○    income, etc.
●     unclear on overall strategic aims of MLR ●     culturally diverse.	●     feel it’s the agent’s obligation to fill rental/lease properties according to client wishes: e.g. ‘I choose who lives in/leases my property’ ●     culturally diverse.	●     residential agents have been rude or insensitive on occasion: e.g. ‘you wouldn’t treat your rich clients or investment partners this way’ ●     do not feel they are adequately consulted ●     residential/commercial agents/clients have let themselves in without consultation ●     inspections are sometimes unannounced.