Technical staff who deal with customers and field technicians apply the skills and knowledge in this unit. This unit assumes a background in telecommunications with experience in customer access networks and customer infrastructure, including equipment and cabling.

ELEMENT

PERFORMANCE CRITERIA

1. Obtain recorded information

1.1. Apply all relevant legislation, codes, regulations and standards in the analysis process

1.2. Verify the 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 a simple interview

2.1. Select interviewees with correct information about the matter being investigated and select an interview process to suit the circumstances of the interviewee

2.2. Prepare for an interview by performing preliminary research

2.3. Develop interview questions to identify key points for an effective interview

2.4. Conduct an interview using effective listening and questioning techniques and focus the interviewee on information relevant to the matter being investigated

2.5. Record information obtained in the interview

3. Analyse information

3.1. Analyse critical information by reviewing the situation being investigated

3.2. Assess between factual information and assumptions and make deductions based on factual critical information

3.3. Incorporate assumptions into the reasoning process where it assists in forming valid inferences

3.4. Analyse inferences from those deductions and assumptions and produce a resolution of the situation being investigated

4. Implement the outcomes of analysis

4.1. Identify practical actions based on inferences arising from the analysis process

4.2. Implement practical actions to resolve the situation

4.3. Review outcomes of practical action by assessing their impact on the situation

Required skills

literacy skills to:

read and interpret manuals, specifications, relevant enterprise policy and documentation

accurately record interviews

write notes and text files

negotiation skills to enable interaction with customer

numeracy skills to interpret and evaluate different types of technical data

planning and organisational skills to organise and prepare the resolution process

problem solving skills to respond to complex customer challenges

task management skills to work systematically with required attention to detail and adherence to all safety requirements

technical skills to advise on a range of customer equipment and environments and to perform diagnostic procedures

Required knowledge

analytical techniques appropriate for information analysis, especially deductive reasoning

computer keyboard usage

computer literacy

conflict resolution skills

database and spreadsheet concepts

enterprise information systems

information types and their sources

interpersonal skills

legislation, codes of practice and other formal agreements that directly impact on resolution processes

listening, questioning and interviewing

privacy issues

the influence of human factors on information analysis, e.g. prejudice, biases and fallacies in reasoning

typical issues and challenges that occur when dealing with customers

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

Overview of assessment

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

Evidence of the ability to:

use a database

demonstrate listening, questioning and interviewing techniques

develop an accurate record of interview

integrate information from varied sources

draw logical inferences from information gathered

make sound recommendations for action based on inferences.

Context of and specific resources for assessment

Assessment must ensure:

operational customer contact centre

customer contact technologies currently used in industry

interview and evidence recording equipment

relevant regulatory and equipment documentation that impact on work activities.

Method of assessment

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

direct observation of the candidate using a database to record information

direct observation of the candidate's questioning and interviewing techniques

review of records of interview completed by the candidate

oral or written questioning of the candidate to assess knowledge of information gathering practices.

Guidance information for assessment

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

ICTWOR3231A Resolve technical enquiries using multiple information systems.

Aboriginal people and other people from a non-English speaking background may have second language issues.

Access must be provided to appropriate learning and assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the oral communication skill level, and language and literacy capacity of the candidate and the work being performed.

In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency.

Where applicable, physical resources should include equipment modified for people with special needs.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Legislation, codes, regulations and standards may include:

Australian Communications Industry Forum (ACIF) standards and codes

Australian Communications and Media Authority (ACMA) technical standards

Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) electromagnetic radiation (EMR) standard

Australian building codes and regulations

Australian Standards

equal employment opportunity (EEO) and anti-discrimination legislation

enterprise standards

Privacy Act

Telecommunications Act

Telecommunications Industry Ombudsman

Trade Practices Act.

Sources of information may include:

customers or clients

fellow employees

field staff

information databases

other effected individuals.

Record information may include:

electronically based proformas

electronically based reports

hand written notes.

Interview process may include:

face to face interview

informal discussion

telephone interview

text based information gathering.

Analyse may include:

biographical analysis

comparative analysis

developing a hypothesis

geographical analysis

historical analysis

scenario generation.

Reasoning process may include:

decision-making

deduction

problem solving techniques.

Inferences may include:

estimates

explanations

probable interpretations

probable predictions.

Unit sector

Telecommunication

Workplace effectiveness

This unit contains employability skills.