Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
FNSCUS402 Mapping and Delivery Guide
Resolve disputes
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | FNSCUS402 - Resolve disputes |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the skills and knowledge required to investigate, negotiate and resolve disputes between financial services customers and organisations.It applies to individuals in any sector of the financial services industry who work with others as part of a formal internal dispute resolution process.No licensing, legislative or certification requirements apply to this unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to: common office equipment, technology, software and consumables financial services product information information about workplace disputes. Assessors must satisfy NVR/AQTF assessor requirements. |
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Prerequisites/co-requisites | |||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Establish that dispute exists |
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Element: Investigate dispute and determine action to be taken |
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Element: Negotiate and resolve dispute |
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Element: Finalise dispute |
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