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Evidence Guide: CSCORG303A - Conduct interviews

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

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

 

CSCORG303A - Conduct interviews

What evidence can you provide to prove your understanding of each of the following citeria?

Plan an interview.

  1. Confirm purpose and objectives of interview and negotiate these with those involved.
  2. Check and confirm all relevant information from different information sources.
  3. Select a comfortable interview location that provides privacy and the confidence to speak freely.
  4. Notify the necessary participants of the venue, time and objectives of the interview.
Confirm purpose and objectives of interview and negotiate these with those involved.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check and confirm all relevant information from different information sources.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select a comfortable interview location that provides privacy and the confidence to speak freely.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Notify the necessary participants of the venue, time and objectives of the interview.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Conduct an interview.

  1. Use interview techniques according to organisation policies and procedures.
  2. Use effective communication methods that encourage cooperation and the honest exchange of information relevant to the purpose of the interview.
  3. Deal constructively with negative responses and manage conflict.
  4. Recognise the special needs that some people have which may impact on the interview.
  5. Observe behaviour and responses and use questioning to determine moods, emotions and areas of concern.
  6. Be prepared for possible crises and direct or discharge them in ways that suit the situation.
  7. Give support to people being interviewed to encourage them to manage their own issues and take personal responsibility.
Use interview techniques according to organisation policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use effective communication methods that encourage cooperation and the honest exchange of information relevant to the purpose of the interview.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal constructively with negative responses and manage conflict.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise the special needs that some people have which may impact on the interview.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe behaviour and responses and use questioning to determine moods, emotions and areas of concern.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Be prepared for possible crises and direct or discharge them in ways that suit the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give support to people being interviewed to encourage them to manage their own issues and take personal responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement decisions.

  1. Determine what the key issues and concerns are, what action needs to be taken and refer those involved to relevant support people and agencies.
  2. Deliver responses which are consistent with the nature of the issues and concerns and the degree of urgency and possible risk of harm.
  3. Give responses and feedback to key people that help achieve the purpose of the interview.
  4. Check reactions and responses and give suitable encouragement or direction to reinforce options for support and positive progress.
Determine what the key issues and concerns are, what action needs to be taken and refer those involved to relevant support people and agencies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver responses which are consistent with the nature of the issues and concerns and the degree of urgency and possible risk of harm.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give responses and feedback to key people that help achieve the purpose of the interview.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check reactions and responses and give suitable encouragement or direction to reinforce options for support and positive progress.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Overview of assessment

Assessment will require evidence of candidate's responses in at least four different interview outcomes, including examples of referrals made.

The knowledge requirements of this unit may be assessed off the job, for example in a structured learning process. The performance outcomes of this unit should be assessed ideally in the workplace in routine activities and in conjunction with other units with specific functional focus.

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

In addition to integrated demonstration of the elements and their related performance criteria, look for evidence that confirms:

the knowledge requirements of this unit

the skill requirements of this unit

application of employability skills as they relate to this unit.

Assessment will be based on evidence from a number of different interviews in a range of (two or more) contexts (or occasions, over time), including:

interviews with an individual

interviews with a group

interviews where you are alone or part of a team

interviews with people from different cultural backgrounds and with different personal values.

Assessment will require:

evidence of conducting a range of routine and non-routine interviews

explanations of how the candidate would have dealt with conflict, lack of cooperation and resistance.

Context of and specific resources for assessment

Valid assessment of this unit requires:

a workplace environment or one that closely resembles normal work practice and replicates the range of conditions likely to be encountered by an individual when conducting interviews

copies of relevant legislation, policies, procedures and guidelines

access to appropriate learning and assessment support when required.

Method of assessment

The following assessment methods are suggested:

observation of performance in routine workplace activities within a range of agreed responsibilities and in various work locations

written and/or oral questioning to assess knowledge and understanding

completion of workplace documents and reports produced as part of interview process

third-party reports from experienced practitioners

completion of performance feedback from supervisors and colleagues.

Guidance information for assessment

Assessment methods should reflect workplace demands, and any identified special needs of the candidate, including language and literacy implications and cultural factors that may affect responses to the questions.

In all cases where practical assessment is used it will be combined with targeted questioning to assess the underpinning knowledge.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills:

oral communication (listening, probing, reflecting, establishing rapport, negotiation and conflict resolution)

adapting communication methods to suit multilingual persons or persons with limited ability to speak or understand English

communicating with people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities

modifying communication so that the differences between you and people you are communicating with are minimised

using communication strategies to resolve problems and conflict

maintaining flexibility

monitoring communication and behaviour

maintaining a positive approach

remaining calm and confident in difficult and uncertain situations

dealing with issues in a fair and impartial manner

responding to key issues and priorities according to degree of concern and risks

giving constructive feedback and support

making relevant referrals and responses

challenging unacceptable and discriminatory behaviour in others

building trust and positive relationships with others.

Required knowledge:

organisational policies and procedures and relevant statutory requirements that relate to the purpose and outcomes of interviews

principles and methods of effective interviewing

principles of effective listening, questioning and interactive communication

protocols and procedures for communicating with others

principles of managing conflict

procedures for the use of interpreters

relevant cultural practices within the organisation and community

identification of discriminative language

organisation's policy and procedures related to communication, reporting protocol and procedures, and security of information

personal values, own and others, that have an impact on effective communication.

Range Statement

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 in the performance criteria is detailed below. Add any 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.

Purpose and objectives of interview can be to determine:

health and welfare

behaviour

case planning and management

reviews

referrals

breaches in bail or sentencing conditions

intervention required.

Organisation policies and procedures should include:

information systems and security

confidentiality and freedom of information

using sources of information, such as offender database and files

information reporting and formats

duty of care and code of conduct

protection of evidence

offender assessment and referral

managing high risk offenders

emergency response

awareness of environmental and sustainable practices.

Effective communication methods include:

questioning techniques, including the use of open questions and careful active listening

use of language and words to create trust

checking understanding and agreement

avoiding discrimination

using techniques such as reflection and summarising

recognising cultural differences and how they affect communication and understanding

maintaining the focus and direction of the interaction.

Principles of managing conflict so that it doesn't create risks include:

effect of negative and uncooperative behaviour

effect of provocative language

defusing aggression

dealing with active and passive uncooperative behaviour

cultural differences in creating and responding to conflict and stress

effects of personal beliefs and values on communication and relationships.

Special needs that may impact on the interview include:

use of interpreters

recognition of participants' personalities, culture and sensitivities that affect their communication

use of liaison staff and community representatives

helping people with reading and writing problems

effect that some personal conditions have on behaviour and communication

range of additional services available to people if they need them and the conditions of those services, including specialist staff from inside and outside the organisation.

Key issues and concerns requiring referral can include:

urgent response to high risk factors

referral for further formal assessment

reporting to formal inquiries (courts, parole board, governor's inquiry, and special leave or movements)

support from specialist agencies

intervention programs

case reviews

changes to conditions and requirements of sentencing.