Required skills

Questioning and active listening techniques eg when obtaining information and determining client support needs

Problem solving skills for a defined range of predictable problems eg when responding to client requests and inquiries

Basic negotiation skills in relation to other team members applied to a defined range of predictable problems eg when creating an effective service environment

Basic customer service skills in relation to obtaining information eg when responding to client requests and inquiries

Conveying meaning clearly concisely and coherently eg when responding to client requests and inquiries

Clear and precise nonverbal communication eg when creating an effective service environment

Literacy skills in regard to basic workplace documents

Required knowledge

Basic understanding of organisational systems eg when processing information and establishing contact with clients

Broad knowledge of organisational values eg when establishing contact with clients

Broad knowledge of organisational code of conduct eg when establishing contact with clients

General OHampS principles and responsibilities

Broad knowledge of vendor applications and their features eg when processing information

Access and equity principles when communicating with people from diverse backgrounds and people with special needs

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 the ability to adhere to organisational policies in regard to external and internal client contact and the processing of internal and external requests including from colleagues

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

Equipment to facilitate verbal and nonverbal communication with others

Clients and colleagues

Context of and specific resources for assessment

Interaction and communication with clients both internal and external clients is important to organisations Prompt response to client enquiries in a courteous fashion promotes goodwill repeat custom productivity and credibility

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

ICAWB Work effectively in an IT environment

ICAW2001B Work effectively in an IT environment

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

Culturaldifferences may include but is not limited to:

Appropriateperson may include:

Client may include but is not limited to:

Communication may include but is not limited to: