Plain English literacy and communication skills in relation to analysis, evaluation and presentation of information such as reporting on service history issues are necessary. These could be in response to particular problems or in response to an approach to quality assurance processes aimed at a general improvement. Teamwork skills involve the contribution to solutions and goals of a non-routine or contingency nature (e.g. when a major system upgrade is needed and a workgroup approach is employed to implement it). Group facilitation and presentation skills in relation to transferring and collecting information and gaining consensus on concepts, such as when there are alternatives to decide upon, in installing new technology or in altering the service process for the current system. Project planning skills in relation to how to deliver on scope, time, cost and quality, and how to promote communications and manage risk. Negotiation skills in relation to other team members and applied to a defined range of predictable problems, such as organising equitable workloads for each team member when extra (weekend or night) work is necessary for a major network upgrade. Report writing skills for business, requiring depth in some areas, analysis and evaluation of information in a defined range of areas (e.g. outlining possible alternatives in technology or equipment changes). Customer service skills, including a semi-educational role when dealing with end-user problems, so that, by explaining relevant concepts, the learner can empower the end-user to attempt remedial action, the next time a similar problem occurs |