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

ability to use creative thinking techniques to generate a range of innovative ideas

observation skills

basic skills in analysing work practices services products and positive and negative feedback

basic research skills including

identifying sources of required information

questioning and active listening skills to elicit information

note taking

sorting and processing information

creative thinking techniques

written and oral communication skills for conveying ideas clearly and concisely

basic presentation skills

literacy skills to interpret written information relating to work practices services and products

ability to experiment with ideas and modify them according to feedback

ability to relate to colleagues from a range of social cultural and ethnic backgrounds and of varying physical and mental abilities and to listen to ideas and opinions of others with an open mind

The following knowledge must be assessed as part of this unit

work practices services or products of the organisation

organisational structure own role and role of various personnel

typical communication methods used within organisations

typical evaluation and review procedures used within organisations

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

project or work activities that show candidates ability to observe work practices and analyse problems or areas where improvements could be implemented

knowledge of own role role of others and services and products offered by the organisation

ability to develop a range of ideas for workplace improvements or solutions to problems

ability to consult with others seek feedback modify ideas and present suggested improvements

Context of and specific resources for assessment

Assessment must ensure

project or work activities that show candidates ability to contribute to work improvements within operationally realistic service industry environments and within the context of the particular industry sector and business type in which they are working or seeking work

access to and use of current information and data on work practices services or products

access to organisational policies and procedures that relate to work practices and the review and evaluation of organisational activities

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

evaluation of written reports prepared by the candidate on problems with work practices services or products including suggestions for improvements and methods for implementing the suggestions

direct observation of the candidate discussing ideas with others and seeking feedback

direct observation of the candidate presenting ideas and implementation suggestions to a group meeting

project activities and problemsolving exercises to allow the candidate to identify work practice inefficiencies and problems and to generate a range of ideas or solutions

written and oral questioning to assess knowledge of the work practices services or products of the organisation organisational structure role of various personnel and typical communication methods used within organisations

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

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 with other relevant units that make up the skill set or qualification and in the context of the job role

Checking and clarifying areas for improvement may involve:

Generating a range of ideas may involve:

Developing suitable ideas may involve:

People who can contribute may include:

Communication methods may include:

Seeking and considering feedback may involve:

Exploring processes for implementation of ideas may involve:

Reviewing process may involve identifying: