Application
This unit describes the skills and knowledge required to investigate a technical situation involving the collection and analysis of information from a variety of sources, including interviews and database systems. The technical situation under investigation may be the result of a fault or failure of a product, service or process.
It applies to individuals who undertake investigations. It may involve a degree of autonomy and some accountability for the quality of outcomes.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Elements and Performance Criteria
Elements | Performance Criteria |
Elements describe the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Obtain recorded information | 1.1 Apply all relevant legislation, codes, regulations and standards in analysis process 1.2 Verify situation to be investigated and identify appropriate sources of information for this situation 1.3 Obtain relevant information from computer systems and analyse and record information |
2. Conduct simple interview | 2.1 Select interviewees with correct information about matter being investigated and select interview process to suit circumstances of interviewee 2.2 Prepare for interview by performing preliminary research 2.3 Develop interview questions to identify key points for effective interview 2.4 Inform interviewee how the information will be used and observe their right to privacy 2.5 Conduct interview using effective listening and questioning techniques, and focus interviewee on information relevant to matter being investigated 2.6 Record information obtained in interview |
3. Analyse information | 3.1 Analyse critical information by reviewing situation being investigated 3.2 Distinguish between factual information and assumptions, and make deductions based on factual critical information 3.3 Incorporate assumptions into reasoning process where it assists in forming valid inferences 3.4 Analyse inferences from those deductions and assumptions, and produce resolution of situation being investigated |
4. Implement outcomes of analysis | 4.1 Identify practical actions based on inferences arising from analysis process 4.2 Implement practical actions to resolve situation 4.3 Review outcomes of practical action by assessing their impact on situation |
Evidence of Performance
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.
Evidence of Knowledge
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.
Assessment Conditions
Gather evidence to demonstrate consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the telecommunications – workplace effectiveness field of work and include access to:
a client contact centre
current client contact technologies
interview and evidence recording equipment
relevant regulatory and equipment documentation that impacts on work activities.
Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.2, 3.1, 3.2, 4.1 | Recognises and evaluates text to determine key information and specific requirements and responsibilities |
Writing | 1.2, 1.3, 2.1, 2.3, 2.5, 2.6, 3.1, 3.3, 3.4, 4.3 | Develops material for a specific audience using clear and detailed language Records information in a sequential manner using clear and appropriate terminology for reference purposes |
Oral Communication | 1.2, 2.1, 2.4, 2.5 | Participates in a verbal exchange of ideas and elicits the view and opinions of others by listening and questioning, modifying the approach according to individual responses Presents expectations of workplace procedures, choosing language appropriate to the audience |
Numeracy | 3.1, 3.2 | Performs mathematical calculations to check, interpret and confirm results of analysis |
Navigate the world of work | 1.1 | Takes personal responsibility for adherence to legal and regulatory requirements relevant to the analysis process |
Get the work done | All | Takes responsibility for planning and organising the resolution process, identifying ways of sequencing and combining elements for greater efficiency, and considering how to link with the work of others Applies formal processes when planning analysis, producing plans with logically sequenced steps and reflecting some awareness of time and resource constraints and the needs of others Implements practical actions as per plan, making slight adjustments if necessary, and addressing some unexpected issues Uses a formal decision making process in analysing information, setting or clarifying goals, gathering information, and identifying and evaluating against a limited set of criteria Applies formal problem solving processes when tackling an unfamiliar problem, breaking complex issues into manageable parts and identifying and evaluating several options for action |
Sectors
Telecommunication – workplace effectiveness