This section describes the essential skills and knowledge and their level required for this unit

The following skills must be assessed as part of this unit

interpersonal communication skills to

communicate with the customer including obtaining and providing information and confirming understanding through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret nonverbal communication

apply literacy skills to read and interpret medication and selfcare information

respect and maintain privacy and confidentiality of customer information

demonstrate procedures for identifying symptoms and identifying and selling eye ear and oral care medicines and products

demonstrate procedures for using relevant aids and equipment that may assist customers requiring eye ear and oral care medicines

access and use information systems as required by the role

plan and organise work to meet customer service requirements

The following knowledge must be assessed as part of this unit

pharmacy policies protocols and procedures relating to the sale of eye ear and oral care medicines

common symptoms and conditions for which eye ear and oral care medicines may be of assistance

range of eye ear and oral care medicines and basic understanding of modes of action for medicines that can be sold without the involvement of a pharmacist

common side effects of taking eye ear and oral care medicines

common risk factors that can contribute to eye ear and oral conditions and related lifestyle and selfcare information

aids and equipment that may be of assistance to customers requiring eye ear and oral care medicines

role boundaries and responsibilities and circumstances under which referral to a pharmacist or other pharmacy staff is required

communication skills to collect and provide information to customers including use of structured and openended questions and interpretation of nonverbal cues

procedures to follow for collecting and supplying information to an agent acting on behalf of a customer

communication methods and systems to operate as part of a team and provide relevant information to a pharmacist and other pharmacy staff as required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge the range statement and the Assessment Guidelines for this TrainingPackage

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

applies pharmacy protocols and procedures when selling eye ear and oral care medicines aids and equipment including

collecting the required information from customers

identifying situations or requests requiring referral to a pharmacist and refer appropriately

identifying and supplying the relevant medicines information aids and equipment to meet customer needs

using appropriate product terminology

applies knowledge of the common causes of eye ear and oral ailments and conditions

applies knowledge of lifestyle selfcare practices and support services

applies knowledge of products appropriate to treat common eye ear and oral conditions

respects and protects customer privacy when communicating with customers

provides information to customers in ways appropriate to customer needs and demonstrates appropriate techniques to confirm understanding

recognises the situations requiring referral to a pharmacist or other pharmacy staff according to pharmacy policy

plans and carries out work to meet customer service workflow requirements

Context of and specific resources for assessment

Assessment must ensure

demonstration of the sale of eye ear and oral care medicines and products over sufficient time to demonstrate handling of a range of contingencies

performance is observed by the assessor or a technical expert working in partnership with the assessor

access to a real or simulated pharmacy environment

access to relevant pharmacy protocols and procedures

access to relevant documentation such as product information and selfcare advice

access to a range of customers with different requirements real or simulated

access to a range of eye ear and oral care products

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

observation of the candidate in the workplace selling eye ear and oral care medicines to a range of customers

written or verbal questioning to assess knowledge and understanding

role plays to confirm communication skills to meet diverse customer requirements

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

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors How these skills are applied varies between occupations and qualifications due to the different work functions and contexts

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification

Sale of eye, ear and oral care products must comply with:

Eye, ear and oral care products may include:

Medicines and products may include:

Eye, ear and oral care products may come in various forms, including:

Sources of information may include:

Other medications may include:

Recommendations refer to: