The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!
From the Wiki University
What evidence can you provide to prove your understanding of each of the following citeria?
Develop personal awareness of stress
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Recognise signs and sources of stress Completed |
Evidence:
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Acknowledge stress and difficult situations Completed |
Evidence:
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Analyse and understand potential areas of stress in the work environment Completed |
Evidence:
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Develop stress management techniques
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Develop an effective understanding of a range of stress management techniques Completed |
Evidence:
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Use appropriate techniques effectively to manage stressful situations Completed |
Evidence:
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Focus on areas of stress within personal control Completed |
Evidence:
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Adopt strategies to effectively reduce, manage and deal with stress Completed |
Evidence:
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Manage time
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Develop and understand job role priorities Completed |
Evidence:
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Develop techniques to support the achievement of key performance indicators (KPIs) and priorities Completed |
Evidence:
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Use appropriate time management tools and techniques Completed |
Evidence:
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Regularly evaluate tools and techniques Completed |
Evidence:
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Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews Completed |
Evidence:
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Recover from a stressful contact
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Review the contact or situation Completed |
Evidence:
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Analyse the root cause/s of stressful contact or situation Completed |
Evidence:
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Depersonalise the context of contact or situation Completed |
Evidence:
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Discuss outcomes with appropriate staff members Completed |
Evidence:
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Prepare for next contact or situation in a positive manner Completed |
Evidence:
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Follow-up or take action where needed Completed |
Evidence:
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Maintain personal stamina and resilience
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Identify sources of fatigue in contact centre role Completed |
Evidence:
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Adopt work routine and procedural strategies to minimise stress and fatigue Completed |
Evidence:
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Monitor personal performance against performance requirements Completed |
Evidence:
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Adapt stamina management strategies to maximise performance Completed |
Evidence:
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Seek assistance from team members and management in managing stamina Completed |
Evidence:
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Maintain work/life balance
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Identify work/life priorities Completed |
Evidence:
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Adopt strategies to support work/life priorities Completed |
Evidence:
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Give high priority to health and wellbeing Completed |
Evidence:
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Monitor work/life balance Completed |
Evidence:
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Develop the ability to effectively leave work behind at the end of the day Completed |
Evidence:
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