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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. Obtain recorded information
   • Apply all relevant legislation, codes, regulations and standards in analysis process
   • Verify situation to be investigated and identify appropriate sources of information for this situation
   • Obtain relevant information from computer systems and analyse and record information
2. Conduct simple interview
   • Select interviewees with correct information about matter being investigated and select interview process to suit circumstances of interviewee
   • Prepare for interview by performing preliminary research
   • Develop interview questions to identify key points for effective interview
   • Inform interviewee how the information will be used and observe their right to privacy
3. Conduct interview using effective listening and questioning techniques, and focus interviewee on information relevant to matter being investigated
   • Record information obtained in interview
4. Analyse information
   • Analyse critical information by reviewing situation being investigated
   • Distinguish between factual information and assumptions, and make deductions based on factual critical information
   • Incorporate assumptions into reasoning process where it assists in forming valid inferences
   • Analyse inferences from those deductions and assumptions, and produce resolution of situation being investigated
5. Implement outcomes of analysis
   • Identify practical actions based on inferences arising from analysis process
   • Implement practical actions to resolve situation
   • Review outcomes of practical action by assessing their impact on situation

Performance Evidence

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.

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Knowledge Evidence

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.

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