The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!
From the Wiki University
What evidence can you provide to prove your understanding of each of the following citeria?
Establish that a dispute exists
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All information relating to the original problem is identified and the grounds for the dispute clarified Completed |
Evidence:
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Contact is made with all parties to identify and clarify the disputed issues and ensure that the customer has a legitimate dispute or that the initial complaint has not already been settled to the customer's satisfaction Completed |
Evidence:
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Information is assessed to ensure that the organisation operating procedures have been followed and all information relevant to the dispute resolution process is provided to the customer Completed |
Evidence:
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Where necessary additional information is obtained from relevant parties as required and exchanged appropriately Completed |
Evidence:
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Where the existence of a genuine dispute is established, the customer is informed of the organisation's obligations, procedures to be followed and timeframes Completed |
Evidence:
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Investigate the dispute and determine the action to be taken
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All information from prior dealings with the customer is collected with further investigations undertaken if necessary Completed |
Evidence:
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The customer is kept informed of progress and advised of any delays Completed |
Evidence:
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Resolution action is determined with consideration to the facts, legislation, organisation procedures and policies and industry codes of practice and appropriate personnel informed of action to be taken Completed |
Evidence:
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Resolve dispute
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The customer is informed of the decision, including reasons for the decision if appropriate, and negotiations are carried out with claimant or representative if required Completed |
Evidence:
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Disputes are resolved in a timely and, as far as practicable, non litigious manner and, as far as possible, without resorting to formal conciliation services Completed |
Evidence:
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The rights of the customer are respected in all dispute settlement procedures and any unresolved disputes are referred to formal conciliation services Completed |
Evidence:
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Finalise dispute
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Outcomes of the dispute resolution process are recorded and all parties affected by the decision clearly and promptly advised on the outcome and their rights in relation to review of the decision Completed |
Evidence:
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Relevant documentation is prepared according to legislation, regulations and codes of practice for unresolved disputes which have been referred to formal conciliation services Completed |
Evidence:
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Decision of external dispute resolution body is attended to, as appropriate Completed |
Evidence:
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All documentation is completed in accordance with legislation and organisation procedures Completed |
Evidence:
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