Application
This unit applies to personnel in a range of IT areas who are responsible for instructing others on an individual basis.
Prerequisites
Not applicable.
Elements and Performance Criteria
1. Determine client needs | 1.1 Meet with client to determine learning needs and type of one-to-one instruction required 1.2 Decide upon actions for delivery of one-to-one instruction |
2. Organise instruction resources | 2.1 Determine the resources required to perform the instruction 2.2 Prepare the instruction plan 2.3 Acquire the resources according to organisational guidelines and prepare the resources for the instruction session 2.4 Provide client with details of instruction plan |
3. Provide appropriate instruction | 3.1 Provide instruction session to client, using identified instructions 3.2 Document the instruction session according to organisational guidelines 3.3 Refer further instruction requirements or training needs to appropriate person as required |
4. Obtain client feedback | 4.1 Create or obtain an evaluation and feedback form or other feedback mechanism according to organisational guidelines 4.2 Obtain client evaluation and feedback to ensure the requirements of the client are met 4.3 Review client feedback and discuss suggestions with appropriate person |
Required Skills
Required skills
communication skills to:
convey and clarify complex information
effectively question and listen when conveying and clarifying information
investigate and assess client needs
provide one-to-one instruction to client
review feedback with client and appropriate person
literacy skills to:
develop reports
document:
additional requirements
amount of technical support the client may require
solutions
support issues affecting the client
interpret technical manuals
planning and organisational skills to:
develop an instruction plan
incorporate time management for self and others
organise resources for the instruction session
problem-solving skills to:
anticipate and respond to a range of issues when delivering one-to-one instruction
develop and refine delivery strategies.
Required knowledge
broad knowledge of:
escalation procedures
general features and capabilities of current industry-accepted hardware and software products
operating system (OS) functions and basic features
hardware and software supported by the organisation
in-house or vendor support available
IT terminology
security and network guidelines and procedures
sources and availability of technical and organisational systems
telephone, fax and online functions and procedures
work group procedures.
Evidence Required
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 instruction required by client acquire and prepare associated resources demonstrate empathy and understanding of the learner and accommodate different cultures convey technical information to individual clients for their specific use in a clear, concise and coherent manner explain the meaning of technical jargon. |
Context of and specific resources for assessment | Assessment must ensure access to: client requirements either directly or through a peer or supervisor appropriate learning and assessment support when required modified equipment for people with special needs. |
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 candidate undertaking one-to-one instruction review of instruction plan prepared by candidate verbal or written questioning to assess candidate’s knowledge of techniques for conveying technical information to an individual client. |
Guidance information for assessment | Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate. Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed. Indigenous people and other people from a non-English speaking background may need additional support. In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge. |
Range Statement
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.
Client may include: | employees external organisations individuals internal departments. |
Learning needs may include: | electronic group participation presentation via different means reading self-directed learning self-paced. |
Instruction may include: | advice and support on a one-to-one basis guidance on hardware supported by the organisation: formatting of disks printers reconfiguration of printers setting of screen resolution use of scanners guidance on software applications supported by the organisation: creating graphs formatting spreadsheet setting up word-processing document for printing using a browser using an email system provision of client documentation and manuals. |
Actions may include: | number of sessions expected session duration time and location of instruction type of instruction requested. |
Organisational guidelines may include: | communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments use of email and internet access virus risk. |
Further instruction requirements may include: | active listening to client and other employees handover to information and communications technology (ICT) technical expert area on-site instruction policy and procedures relating to IT training questions and answers. |
Appropriate person may include: | authorised business representative client help-desk person subject-matter expert supervisor. |
Requirements may include: | business network people in the organisation system. |
Sectors
General ICT
Employability Skills
This unit contains employability skills.
Licensing Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement but users should confirm requirements with the relevant federal, state or territory authority.