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?
Communicate with customers.
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Conduct communication with customers and colleagues in a polite, professional and friendly manner. Completed |
Evidence:
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Use language and tone appropriate to a given situation in both written and spoken communication. Completed |
Evidence:
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Source relevant information about products and services and provide information clearly to customers. Completed |
Evidence:
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Use appropriate non-verbal communication in all situations. Completed |
Evidence:
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Observe and take into consideration non-verbal communication of colleagues and customers. Completed |
Evidence:
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Show sensitivity to cultural and social differences. Completed |
Evidence:
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Use active listening and questioning to facilitate effective two-way communication. Completed |
Evidence:
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Select an appropriate medium of communication for the particular audience, purpose and situation, taking into consideration the characteristics of each medium and the relevant factors involved. Completed |
Evidence:
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Use communication medium correctly and according to standard protocols and organisationprocedures. Completed |
Evidence:
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Maintain personal presentation standards.
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Practise high standards of personal presentation according to organisation requirements, work location, impacts on different types of customers and specific requirements for particular work functions. Completed |
Evidence:
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Provide service to colleagues and customers.
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Identify colleague and customer needs and expectations correctly, including customers with special needs, and provide appropriate products, services or information. Completed |
Evidence:
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Meet all reasonable colleague and customer needs and requests within acceptable organisation timeframes. Completed |
Evidence:
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Identify and take all opportunities to enhance service quality. Completed |
Evidence:
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Respond to conflicts and customer complaints.
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Identify potential and existing conflicts and seek solutions in conjunction with parties involved. Completed |
Evidence:
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Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures. Completed |
Evidence:
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Respond to customer complaints positively, sensitively and politely and in consultation with the customer. Completed |
Evidence:
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Refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures. Completed |
Evidence:
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Maintain a positive and cooperative manner at all times. Completed |
Evidence:
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Work in a team.
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Demonstrate trust, support and respect towards team members in day-to-day work activities. Completed |
Evidence:
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Recognise and accommodate cultural differences within the team. Completed |
Evidence:
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Completed |
Evidence:
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Identify work-team goals jointly with colleagues and relevant others.
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Identify, prioritise and complete individual tasks within designated timeframes. Completed |
Evidence:
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Seek assistance from other team members, supervisors and managers when required. Completed |
Evidence:
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Offer assistance to colleagues when required to ensure designated work goals are met. Completed |
Evidence:
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Acknowledge and respond to feedback and information from other team members. Completed |
Evidence:
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Negotiate changes to individual responsibilities to meet reviewed work goals. Completed |
Evidence:
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