Customer premises equipment (CPE) installation staff or dedicated trainers involved in very large installations apply the skills and knowledge in this unit.

The unit applies to convergent technology applications, such as internet protocol TV (IPTV), digital TV and internet protocol (IP) based customer equipment.

ELEMENT

PERFORMANCE CRITERIA

1. Identify training required

1.1. Confirm trainingto be provided with the installation quote

1.2. Assess customer's expertise and actual training details

1.3. Identify and prepare for specialised training needs

1.4. Provide quotes for enhanced training and confirm with the customer

2. Conduct training

2.1. Demonstrate and explain relevant equipment, functions and network facilities

2.2. Provide customers with hands-on experience operating the equipment

2.3. Provide feedback to customers on their operational ability

2.4. Provide customers with relevant product literature

2.5. Provide enhanced training as agreed

3. Check training

3.1. Measure customer's skill in the use of the equipment

3.2. Review training delivery and note improvements

3.3. Update and store records according to organisational requirements

Required skills

analytical sills to use information to ascertain training needs

communication skills to:

communicate with customers, employer, supervisors, work associates, team members and other contractors

give constructive feedback

organise and give demonstrations

provide clear information

literacy skills to complete and maintain documentation

numeracy skills to cost training

planning and organisational skills to manage training program

Required knowledge

content of learning to be provided

learner characteristics and needs

sources and availability of technical training information

training techniques:

demonstration

individual and group activities

instruction

questioning

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:

identify training needs required for CPE installation

conduct customer training on a CPE installation including:

demonstration

hands-on experience

feedback on performance

complete training documentation.

Context of, and specific resources for assessment

Assessment must ensure:

training resources

CPE product information

training rooms.

Methods of assessment

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

review of training plans prepared by the candidate

direct observation of the candidate conducting a training program session

oral or written questioning of the candidate on the training process and review.

Guidance information for assessment

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

ICTEDU5025A Develop and deliver training associated with new and modified products.

Aboriginal people and other people from a non-English 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.

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.

Training to be provided may be:

general

specific to particular products.

Trainingdetails may include:

enhanced with specific price structure

language, literacy and numeracy levels

learning styles

product specifications

past learning and work experiences

specific needs.

Equipment, functions and network facilities may include:

NGN:

broadband access

data transfer

home networks

IP based systems

IP PBX

IP security networks

IPTV

mobile data

mobile telephony

multimedia

remote telemetry

video

voice over internet protocol (VoIP).

Product literature may include:

configuration

equipment plans

explanatory booklets

manuals

training aids

user guides.

Measure may include:

informal review or discussion

learner evaluations

learner feedback

observation.

Unit sector

Telecommunications

Education

This unit contains employability skills.