Required skills

literacy skills to

read and interpret manuals specifications relevant enterprise policy and documentation

accurately record interviews

write notes and text files

negotiation skills to enable interaction with customer

numeracy skills to interpret and evaluate different types of technical data

planning and organisational skills to organise and prepare the resolution process

problem solving skills to respond to complex customer challenges

task management skills to work systematically with required attention to detail and adherence to all safety requirements

technical skills to advise on a range of customer equipment and environments and to perform diagnostic procedures

Required knowledge

analytical techniques appropriate for information analysis especially deductive reasoning

computer keyboard usage

computer literacy

conflict resolution skills

database and spreadsheet concepts

enterprise information systems

information types and their sources

interpersonal skills

legislation codes of practice and other formal agreements that directly impact on resolution processes

listening questioning and interviewing

privacy issues

the influence of human factors on information analysis eg prejudice biases and fallacies in reasoning

typical issues and challenges that occur when dealing with customers

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

use a database

demonstrate listening questioning and interviewing techniques

develop an accurate record of interview

integrate information from varied sources

draw logical inferences from information gathered

make sound recommendations for action based on inferences

Context of and specific resources for assessment

Assessment must ensure

operational customer contact centre

customer contact technologies currently used in industry

interview and evidence recording equipment

relevant regulatory and equipment documentation that impact on work activities

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 using a database to record information

direct observation of the candidates questioning and interviewing techniques

review of records of interview completed by the candidate

oral or written questioning of the candidate to assess knowledge of information gathering practices

Guidance information for assessment

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

ICTWORA Resolve technical enquiries using multiple information systems

ICTWOR3231A Resolve technical enquiries using multiple information systems.

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

Legislation, codes, regulations and standards may include:

Sources of information may include:

Record information may include:

Interview process may include:

Analyse may include:

Reasoning process may include:

Inferences may include: