List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
Elements | Performance Criteria |
Elements describe the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Obtain recorded information | 1.1 Apply all relevant legislation, codes, regulations and standards in analysis process 1.2 Verify situation to be investigated and identify appropriate sources of information for this situation 1.3 Obtain relevant information from computer systems and analyse and record information |
2. Conduct simple interview | 2.1 Select interviewees with correct information about matter being investigated and select interview process to suit circumstances of interviewee 2.2 Prepare for interview by performing preliminary research 2.3 Develop interview questions to identify key points for effective interview 2.4 Inform interviewee how the information will be used and observe their right to privacy 2.5 Conduct interview using effective listening and questioning techniques, and focus interviewee on information relevant to matter being investigated 2.6 Record information obtained in interview |
3. Analyse information | 3.1 Analyse critical information by reviewing situation being investigated 3.2 Distinguish between factual information and assumptions, and make deductions based on factual critical information 3.3 Incorporate assumptions into reasoning process where it assists in forming valid inferences 3.4 Analyse inferences from those deductions and assumptions, and produce resolution of situation being investigated |
4. Implement outcomes of analysis | 4.1 Identify practical actions based on inferences arising from analysis process 4.2 Implement practical actions to resolve situation 4.3 Review outcomes of practical action by assessing their impact on situation |
Evidence of the ability to:
apply keyboard skills and computer literacy to accurately use a database
demonstrate appropriate listening, questioning and interviewing techniques
develop an accurate record of interview
integrate information from varied sources
draw logical inferences from information gathered and make sound recommendations for action based on inferences.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
describe analytical techniques appropriate for information analysis, especially deductive reasoning
explain conflict resolution approaches
explain database and spreadsheet concepts and enterprise information systems
explain information types and their sources
identify sources of legislation, codes of practice and other formal agreements that directly impact on resolution processes
describe listening, questioning and interviewing techniques
identify privacy issues
outline the influence of human factors on information analysis, including prejudice, biases and fallacies in reasoning
describe typical issues and challenges that occur when dealing with clients.
Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the telecommunications – workplace effectiveness field of work and include access to:
a client contact centre
current client contact technologies
interview and evidence recording equipment
relevant regulatory and equipment documentation that impacts on work activities.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.