Required skills

analytical skills to evaluate information

communication skills to

work effectively in a group

conduct oral presentations to a group

conflict management skills to deal with grievances disputes or disagreements

information technology skills for word processing and desktop research

initiative and enterprise skills to identify improvements to quality

literacy skills to prepare reports

planning and organisational skills to plan prioritise and organise own work

problem solving skills to resolve issues in the workplace

research skills to gather data and information

Required knowledge

equity and diversity principles

management procedures and policies

OHS requirements

organisational policy and procedures

overview knowledge of behaviour theories

Herzbergs two factor

McClellands acquired needs

Vrooms expectancy

personal safety issues

public sector legislation codes of practice and other formal agreements that directly impact on business operations

technical knowledge of telecommunications networks

workplace and industry environment

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 ability to

determine the human factors which need to be analysed when managing people and groups

conduct business meetings applying effective communication techniques

determine essential requirements of a product applying quality management principles

monitor and implement training for staff

resolve problems and conflicts in a business environment

support human resource management program

Context of and specific resources for assessment

Assessment must ensure

a telecommunications workplace

relevant enterprise documentation including human resources HR and quality management policies

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct observation of the candidate running a productive business meeting and effective interview techniques

oral or written questioning to assess the required knowledge and skills

review of quality reports prepared by the candidate

evidence of consultations with staff and management

Guidance information for assessment

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

ICTPMGA Manage a telecommunications project

ICTPMG8143A Manage a telecommunications project.

Aboriginal people and other people from a nonEnglish speaking background may have second language issues

Access must be provided to appropriate learning and assessment support when required

Assessment processes and techniques must be culturally appropriate and appropriate to the oral communication skill level and language and literacy capacity of the candidate and the work being performed

In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge Questioning techniques should not require language literacy and numeracy skills beyond those required in this unit of competency

Where applicable physical resources should include equipment modified for people with special needs

Relevant personnel may include:

Decision-making procedures may include:

Customer and owner may include:

Management characteristics may include:

Communications channels may include:

Information processing may include:

Channels may refer to: