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Evidence Guide: ICTWOR3232A - Collect and analyse technical information

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

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

 

ICTWOR3232A - Collect and analyse technical information

What evidence can you provide to prove your understanding of each of the following citeria?

Obtain recorded information

  1. Apply all relevant legislation, codes, regulations and standards in the analysis process
  2. Verify the situation to be investigated and identify appropriate sources of information for this situation
  3. Obtain relevant information from computer systems and analyse and record information
Apply all relevant legislation, codes, regulations and standards in the analysis process

Completed
Date:

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Verify the situation to be investigated and identify appropriate sources of information for this situation

Completed
Date:

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Obtain relevant information from computer systems and analyse and record information

Completed
Date:

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Conduct a simple interview

  1. Select interviewees with correct information about the matter being investigated and select an interview process to suit the circumstances of the interviewee
  2. Prepare for an interview by performing preliminary research
  3. Develop interview questions to identify key points for an effective interview
  4. Conduct an interview using effective listening and questioning techniques and focus the interviewee on information relevant to the matter being investigated
  5. Record information obtained in the interview
Select interviewees with correct information about the matter being investigated and select an interview process to suit the circumstances of the interviewee

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prepare for an interview by performing preliminary research

Completed
Date:

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Develop interview questions to identify key points for an effective interview

Completed
Date:

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Conduct an interview using effective listening and questioning techniques and focus the interviewee on information relevant to the matter being investigated

Completed
Date:

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Record information obtained in the interview

Completed
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Analyse information

  1. Analyse critical information by reviewing the situation being investigated
  2. Assess between factual information and assumptions and make deductions based on factual critical information
  3. Incorporate assumptions into the reasoning process where it assists in forming valid inferences
  4. Analyse inferences from those deductions and assumptions and produce a resolution of the situation being investigated
Analyse critical information by reviewing the situation being investigated

Completed
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Assess between factual information and assumptions and make deductions based on factual critical information

Completed
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Incorporate assumptions into the reasoning process where it assists in forming valid inferences

Completed
Date:

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Analyse inferences from those deductions and assumptions and produce a resolution of the situation being investigated

Completed
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Implement the outcomes of analysis

  1. Identify practical actions based on inferences arising from the analysis process
  2. Implement practical actions to resolve the situation
  3. Review outcomes of practical action by assessing their impact on the situation
Identify practical actions based on inferences arising from the analysis process

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement practical actions to resolve the situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review outcomes of practical action by assessing their impact on the situation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 candidate's 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:

ICTWOR3231A Resolve technical enquiries using multiple information systems.

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.

Required Skills and Knowledge

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, e.g. prejudice, biases and fallacies in reasoning

typical issues and challenges that occur when dealing with customers

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.

Legislation, codes, regulations and standards may include:

Australian Communications Industry Forum (ACIF) standards and codes

Australian Communications and Media Authority (ACMA) technical standards

Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) electromagnetic radiation (EMR) standard

Australian building codes and regulations

Australian Standards

equal employment opportunity (EEO) and anti-discrimination legislation

enterprise standards

Privacy Act

Telecommunications Act

Telecommunications Industry Ombudsman

Trade Practices Act.

Sources of information may include:

customers or clients

fellow employees

field staff

information databases

other effected individuals.

Record information may include:

electronically based proformas

electronically based reports

hand written notes.

Interview process may include:

face to face interview

informal discussion

telephone interview

text based information gathering.

Analyse may include:

biographical analysis

comparative analysis

developing a hypothesis

geographical analysis

historical analysis

scenario generation.

Reasoning process may include:

decision-making

deduction

problem solving techniques.

Inferences may include:

estimates

explanations

probable interpretations

probable predictions.