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?
Establish that dispute exists
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Identify all information relating to original problem and clarify grounds for dispute Completed |
Evidence:
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Contact all parties to identify and clarify disputed issues and confirm that customer has a legitimate dispute, or that initial complaint has not already been settled to customer’s satisfaction Completed |
Evidence:
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Ensure that organisational operating procedures have been followed and all information relevant to dispute resolution process is provided to customer Completed |
Evidence:
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Obtain additional information from relevant parties as required and manage information exchange appropriately Completed |
Evidence:
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Inform customer of organisation’s obligations, procedures and timeframes where existence of genuine dispute is established Completed |
Evidence:
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Investigate dispute and determine action to be taken
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Collect all information from prior dealings with customer and undertake further investigations if necessary Completed |
Evidence:
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Inform customer of progress and advise of any delays Completed |
Evidence:
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Determine resolution action with consideration of facts, legislation, organisational policy and procedures and industry codes of practice, and inform appropriate personnel of action to be taken Completed |
Evidence:
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Negotiate and resolve dispute
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Inform customer of decision, including reasons if appropriate, and negotiate with claimant or representative if required Completed |
Evidence:
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Resolve dispute effectively and in a timely manner, aiming to reduce need for litigation or formal conciliation services Completed |
Evidence:
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Respect rights of customer in all dispute settlement procedures and refer any unresolved disputes to formal conciliation services Completed |
Evidence:
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Finalise dispute
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Record dispute resolution process outcomes and advise all parties affected by the decision clearly and promptly on the outcome and their rights to review of the decision Completed |
Evidence:
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Prepare relevant documentation for unresolved disputes which have been referred to formal conciliation services according to legislation, regulations and codes of practice Completed |
Evidence:
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Act on decisions of external dispute resolution as required Completed |
Evidence:
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Complete all documentation in accordance with legislation and organisational procedures Completed |
Evidence:
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