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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

Required Skills

Required skills

communication skills to

convey and clarify complex information

effectively question and listen when conveying and clarifying information

investigate and assess client needs

provide onetoone instruction to client

review feedback with client and appropriate person

literacy skills to

develop reports

additional requirements

amount of technical support the client may require

support issues affecting the client

interpret technical manuals

planning and organisational skills to

develop an instruction plan

incorporate time management for self and others

organise resources for the instruction session

problemsolving skills to

anticipate and respond to a range of issues when delivering onetoone instruction

develop and refine delivery strategies

Required knowledge

broad knowledge of

escalation procedures

general features and capabilities of current industryaccepted hardware and software products

operating system OS functions and basic features

hardware and software supported by the organisation

inhouse or vendor support available

security and network guidelines and procedures

sources and availability of technical and organisational systems

telephone fax and online functions and procedures

work group procedures

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 ability to

determine the instruction required by client

acquire and prepare associated resources

demonstrate empathy and understanding of the learner and accommodate different cultures

convey technical information to individual clients for their specific use in a clear concise and coherent manner

explain the meaning of technical jargon

Context of and specific resources for assessment

Assessment must ensure access to

client requirements either directly or through a peer or supervisor

appropriate learning and assessment support when required

modified equipment for people with special needs

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

direct observation of candidate undertaking onetoone instruction

review of instruction plan prepared by candidate

verbal or written questioning to assess candidates knowledge of techniques for conveying technical information to an individual client

Guidance information for assessment

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

Assessment processes and techniques must be culturally appropriate and suitable to the communication skill level language literacy and numeracy capacity of the candidate and the work being performed

Indigenous people and other people from a nonEnglish speaking background may need additional support

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge

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.

Client may include:	employees external organisations individuals internal departments.
Learning needs may include:	electronic group participation presentation via different means reading self-directed learning self-paced.
Instruction may include:	advice and support on a one-to-one basis guidance on hardware supported by the organisation: formatting of disks printers reconfiguration of printers setting of screen resolution use of scanners guidance on software applications supported by the organisation: creating graphs formatting spreadsheet setting up word-processing document for printing using a browser using an email system provision of client documentation and manuals.
Actions may include:	number of sessions expected session duration time and location of instruction type of instruction requested.
Organisational guidelines may include:	communication methods content of emails dispute resolution document procedures and templates downloading information and accessing particular websites financial control mechanisms opening mail with attachments use of email and internet access virus risk.
Further instruction requirements may include:	active listening to client and other employees handover to information and communications technology (ICT) technical expert area on-site instruction policy and procedures relating to IT training questions and answers.
Appropriate person may include:	authorised business representative client help-desk person subject-matter expert supervisor.
Requirements may include:	business network people in the organisation system.