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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Identify learning needs
  2. Identify e-learning opportunities
  3. Develop an e-learning plan
  4. Undertake e-learning
  5. Review e-learning

Required Skills

Required skills

communication skills for negotiation with management

computer literacy to access elearning

literacy skills to interpret information about elearning opportunities

numeracy skills of complying with budgetary requirements

self assessment skills to identify skill gaps

self management skills to maintain motivation and seek assistance

time management skills

Required knowledge

Internet World Wide Web

legal ethical and security issues relating to elearning

organisational learning and development policy

personal competency requirements

relevant legislation codes and national standards such as

award and enterprise agreements

national StateTerritory legislative requirements especially in regard to Occupational Health and Safety

industry codes of practice

OECD International Guidelines for Consumer Protection in ECommerce

copyright laws

antidiscrimination

defamation laws

privacy legislation

intellectual property confidentiality requirements

Evidence Required

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 following is essential

integrated demonstration of all elements of competency and their performance criteria

negotiating with stakeholders to develop an elearning plan that meets individual and organisational needs

successful contingency management

satisfactory elearning outcomes for self and organisation

Context of and specific resources for assessment

Assessment must ensure

the learner and trainer have access to appropriate documentation and resources normally used in the workplace

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

assessment of learning outcomes resulting from the application of elearning and the development of options to address contingencies

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

observation of presentations on elearning programs

review of learning plan and its development

oral or written questioning to assess knowledge of elearning applications selfassessment processes and evaluation techniques

Evidence should be collected over a period of time which is sufficient to include an appropriate range and variety of situations

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

other units from the Certificate III in Customer Contact


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.

Learning needs may include:

application of new information

business processes

competencies to access e-learning

corporate values and culture

development/update of existing skills and knowledge

new technology

new work practices

Learning factors may include:

comfort with online technologies

cultural, language and educational background

language, literacy and numeracy

level of confidence or anxiety

physical ability / disability

preferred learning style

previous experience with e-learning

Required support may include:

access to the internet from home

class-based / face-to-face

dedicated e-learning personal computer in a quiet location in the workplace

induction into e-learning

laptop computer

learning / assessment partners

online tutors

print-based materials

technical experts

workplace mentors

e-learning opportunities may include:

discussion boards

e-mail

intranet

iPod

mobile phones

multi-media

PC based

video-conferencing

internet

Online methodology may include:

adaptable to learner preferences and values

business simulations

choice of male or female 'mentor'

e-seminars, with experts talking on video about cutting edge developments

e-study: a blend of text, graphics and on-screen interactions

exploration of underlying issues

interaction with fellow e-students and instructors in threaded discussions

interactive technologies

mentor discussion re choices made

personalised to user's learning style

scenarios

short (10 - 15 minute) segments

use of multimedia

user control of the action

Blended training solutions may include:

e-learning and face-to-face training courses

e-learning and on-the-job training

e-learning and traditional distance education

Contingency management may include:

re-negotiating dedicated e-learning time

re-negotiating timeframes

re-negotiating work deadlines

re-scheduling e-learning

Unforeseen circumstances may include:

absent staff

changed work requirements

illness (self or others)

increased workload

urgent work