The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
Communication methods used are appropriate to the audience
Messages and written communication are clear, concise and correct
Requests for information are responded to promptly
Information is given to clients in a clear and concise format
Correspondence produced is relevant to request
Underpinning Knowledge*
* At this level the learner must demonstrate basic operational knowledge in a moderate range of areas.
The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
Knowledge of the organisation's policies, plans and procedures, especially style guide
Knowledge of and attention to standard turnaround times
Knowledge of spelling, grammar and punctuation
Principles of effective communication in relation to listening, questioning and non-verbal communication
Underpinning Skills
Literacy skills to identify work requirements and understand and process basic, relevant workplace documentation
Communication skills to request advice, receive feedback and work with a team
Planning skills to organise work priorities and arrangements
Problem solving skills to solve routine problems
Technology skills including the ability to select and use technology appropriate to a task
Reading skills sufficient to understand basic workplace documentation
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource Implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of Performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of Assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit
Key Competency Levels
Collecting, analysing and organising information (Level 1) - in gathering information; in drafting correspondence
Communicating ideas and information (Level 1) - with members of the work team
Planning and organising activities (Level 1) - for self
Working with teams and others (Level 1) - to communicate information
Using mathematical ideas and techniques (Level 1) - as an aid to communicate ideas
Solving problems (Level 1) - to gather and convey information
Using technology (Level 1) - to prepare written correspondence
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies
The Evidence Guide identifies the critical aspects, underpinning knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement.
Critical Aspects of Evidence
Communication methods used are appropriate to the audience
Messages and written communication are clear, concise and correct
Requests for information are responded to promptly
Information is given to clients in a clear and concise format
Correspondence produced is relevant to request
Underpinning Knowledge*
* At this level the learner must demonstrate basic operational knowledge in a moderate range of areas.
The relevant legislation from all levels of government that affects business operation, especially in regard to Occupational Health and Safety and environmental issues, equal opportunity, industrial relations and anti-discrimination
Knowledge of the organisation's policies, plans and procedures, especially style guide
Knowledge of and attention to standard turnaround times
Knowledge of spelling, grammar and punctuation
Principles of effective communication in relation to listening, questioning and non-verbal communication
Underpinning Skills
Literacy skills to identify work requirements and understand and process basic, relevant workplace documentation
Communication skills to request advice, receive feedback and work with a team
Planning skills to organise work priorities and arrangements
Problem solving skills to solve routine problems
Technology skills including the ability to select and use technology appropriate to a task
Reading skills sufficient to understand basic workplace documentation
Ability to relate to people from a range of social, cultural and ethnic backgrounds and physical and mental abilities
Resource Implications
The learner and trainer should have access to appropriate documentation and resources normally used in the workplace
Consistency of Performance
In order to achieve consistency of performance, evidence should be collected over a set period of time which is sufficient to include dealings with an appropriate range and variety of situations
Context/s of Assessment
Competency is demonstrated by performance of all stated criteria, including paying particular attention to the critical aspects and the knowledge and skills elaborated in the Evidence Guide, and within the scope as defined by the Range Statement
Assessment must take account of the endorsed assessment guidelines in the Business Services Training Package
Assessment of performance requirements in this unit should be undertaken in an actual workplace or simulated environment
Assessment should reinforce the integration of the key competencies and the Business Services Common Competencies for the particular AQF Level. Refer to the Key Competency Levels at the end of this unit
Key Competency Levels
Collecting, analysing and organising information (Level 1) - in gathering information; in drafting correspondence
Communicating ideas and information (Level 1) - with members of the work team
Planning and organising activities (Level 1) - for self
Working with teams and others (Level 1) - to communicate information
Using mathematical ideas and techniques (Level 1) - as an aid to communicate ideas
Solving problems (Level 1) - to gather and convey information
Using technology (Level 1) - to prepare written correspondence
Please refer to the Assessment Guidelines for advice on how to use the Key Competencies