Required skills

collect organise and understand information related to collating information to define problems

communicate ideas and information to include plain English literacy skills in relation to reading and understanding workplace documents

plan and organise activities for a plan of action developed to solve problems

work with others and in a team by using basic communication and teamwork skills to assist others to solve problems

use mathematical ideas and techniques to include costs calculatedestimated for solution options

establish diagnostic processes that use basic analytical and problemsolving skills in relation to identifying evaluating and resolving workrelated problems

use workplace technology to report on effectiveness

Required knowledge

General knowledge of

enterprise policies and work procedures in relation to problem identification and problem solving

problem identification evaluation and reporting procedures

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

It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of

identifying indicators of problems or potential problems

gathering and evaluating information relating to the problem

devising and implementing solutions

assisting others to identify problems or potential problems

assisting others to devise and implement solutions

communicating effectively with others involved in or affected by the work

Context of and specific resources for assessment

This unit may be assessed in conjunction with other units that form part of the job role or function

Elements of competence contain both knowledge and practical components. The knowledge components may be assessed off the job. The practical components should be assessed on the job or in a simulated work environment

Evidence is best gathered using the products processes and procedures of the individual workplace context as the means by which the candidate achieves industry competencies

The following should be made available

a workplace or simulated workplace

documentation such as enterprise or sample policies and procedure manuals related to work procedures and problem solving

problems for resolution

access to a work team

a qualified workplace assessor

Method of assessment

It is preferable that assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances Evidence of performance may be provided by customers team leadersmembers or other persons subject to agreed authentication arrangements

Guidance information for assessment

Business types

Problems

Staff

Information/documents