Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Required skills
communication skills to relate to people from diverse backgrounds and people with diverse abilities.
information management skills to summarise information verbally and nonverbally
literacy and numeracy skills to:
interpret product and service features or sales data
read a variety of texts to prepare general information and papers
summarise information obtained from a variety of verbal and non-verbal sources
write formal and informal text
numeracy skills to analyse data, and to compare time lines and promotional costs against budgets
problemsolving skills to develop solutions unique to a customer
selfmanagement skills to:
comply with policies and procedures
seek learning and development opportunities.
Required knowledge
key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
antidiscrimination legislation
ethical principles
codes of practice
privacy laws
environmental issues
occupational health and safety
organisational procedures and standards for customer service relationships
detailed product and service knowledge which may:
be of significant breadth so as to propose alternative products and services, or
of significant depth so as to propose variations within a limited product and service range.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customersmay include: | customers with routine or specific requests in person, computerbased and telephone customers internal and external customers people from a range of social, cultural or ethnic backgrounds people who may be unwell, drug affected or emotionally distressed people with varying physical and mental abilities regular and new customers. |
Rights and responsibilities of customersmay include: | fulfilment of external obligations informed consent. |
Effective regular communicationmay include: | giving customers full attention handling sensitive and confidential issues maintaining eyecontact (for facetoface interactions), except where eyecontact may be culturally inappropriate speaking clearly and concisely using active listening techniques using appropriate language and tone of voice using clearly written information/communication using nonverbal communication e.g. body language, personal presentation (for facetoface interactions) using open and/or closed questions. |
Products and servicesmay include: | either products or services goods ideas infrastructure private or public sets of benefits. |
Organisational proceduresmay include: | procedural manuals quality systems, standards and guidelines. |
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist