Required skills

Customer service skills

Handling difficult clients

Handling clients from diverse cultural and other backgrounds

Conflict resolution skills

Verbal and nonverbal communication appropriate to the work environment

Decision making skills applied to a limited range of options

Questioning and active listening skills

Required knowledge

Principles of equal employment opportunity and antidiscrimination

General understanding of systems organisational environment

Current industryaccepted hardware and software products with broad knowledge of general features and capabilities and detailed knowledge in some areas

General knowledge of the client business domain and businesscritical functions

Principles of ethical work practice

Organisational policies for external and internal client contact

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

Assessment must confirm ability to provide routine client support in a professional manner with exceptions being referred to appropriate area as they occur according to escalation procedures

To demonstrate competency in this unit the learner will require access to

Personal computer

Context of and specific resources for assessment

The breadth depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear There would generally be limited complexity in the range of operations to be applied

Assessment must ensure

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic

Applications may include some complex or nonroutine activities involving individual responsibility or autonomy andor collaboration with others as part of a group or team

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace In undertaking training and assessment activities related to this unit consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs Additional guidance on these and related matters is provided in ICA Section

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts This unit can be assessed either in the workplace or in a simulated environment However simulated activities must closely reflect the workplace to enable full demonstration of competency

Assessment will usually include observation of real or simulated work processes and procedures andor performance in a project context as well as questioning on underpinning knowledge and skills The questioning of team members supervisors subordinates peers and clients where appropriate may provide valuable input to the assessment process The interdependence of units for assessment purposes may vary with the particular project or scenario

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

ICADB Receive and process oral and written communication

ICAD2003B Receive and process oral and written communication

ICASB Record client support requirements

ICAS2016B Record client support requirements

ICAWB Communicate in the workplace

ICAW2002B Communicate in the workplace

ICAWB Work individually or in a team to achieve organisational goals

ICAW2011B Work individually or in a team to achieve organisational goals

An individual demonstrating this competency would be able to

Demonstrate basic operational knowledge in a moderate range of areas

Apply a defined range of skills

Apply known solutions to a limited range of predictable problems

Perform a range of tasks where choice between a limited range of options is required

Assess and record information from varied sources

Take limited responsibility for own outputs in work and learning

Maintain knowledge of industry products and services

Cultural differences may include but is not limited to:

Supportperson may include:

Client may include but is not limited to:

Organisational guidelines may include but are not limited to: