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Evidence Guide: ICAD2003B - Receive and process oral and written communication

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!

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ICAD2003B - Receive and process oral and written communication

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

Receive and process oral communication from clients

  1. Demonstrate the accommodation of culturaldifferences in communication
  2. Receive and clarify oral messages in a courteous manner
  3. Log a written message according to organisationalguidelines
  4. Send the message to the required person using an appropriate method
Demonstrate the accommodation of culturaldifferences in communication

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Receive and clarify oral messages in a courteous manner

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Log a written message according to organisationalguidelines

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Send the message to the required person using an appropriate method

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Receive and process written communication

  1. Receive and process written communication, from clients
  2. Demonstrate the use of equipment to manage messages
Receive and process written communication, from clients

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Demonstrate the use of equipment to manage messages

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Respond to incoming telephone calls

  1. Answer telephone calls promptly according to the organisational requirements
  2. Determine and confirm the callers' requests and next actions
  3. Record messages according to the organisationalguidelines
  4. Maintain records of documentation and reports associated with incoming calls
Answer telephone calls promptly according to the organisational requirements

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Determine and confirm the callers' requests and next actions

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Record messages according to the organisationalguidelines

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Maintain records of documentation and reports associated with incoming calls

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Make telephone calls

  1. Look up client details for the correct telephone number
  2. Call the client using the appropriate greeting
  3. Deliver the message to the client and finalise the telephone call appropriately
Look up client details for the correct telephone number

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Call the client using the appropriate greeting

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Deliver the message to the client and finalise the telephone call appropriately

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, 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 following is essential:

Assessment must confirm the ability to use clear and concise communication to record and process messages according to organisational requirements; clarify and document client information and refer to correct area of responsibility for action.

To demonstrate competency in this unit the person will require access to:

Personal computer

Incoming and outgoing telephone facilities

Email and word processing facilities

Context of and specific resources for assessment

The breadth, depth and complexity of knowledge and skills in this competency would prepare a person to perform in a range of varied activities or knowledge applications where there is a clearly defined range of contexts in which the choice of actions required is usually clear. There would generally be limited complexity in the range of operations to be applied.

Assessment must ensure:

Performance of a prescribed range of functions involving known routines and procedures and some accountability for the quality of outcomes would be characteristic.

Applications may include some complex or non-routine activities involving individual responsibility or autonomy and/or collaboration with others as part of a group or team.

Method of assessment

The purpose of this unit is to define the standard of performance to be achieved in the workplace. In undertaking training and assessment activities related to this unit, consideration should be given to the implementation of appropriate diversity and accessibility practices in order to accommodate people who may have special needs. Additional guidance on these and related matters is provided in ICA05 Section 1.

Competency in this unit should be assessed using summative assessment to ensure consistency of performance in a range of contexts. This unit can be assessed either in the workplace or in a simulated environment. However, simulated activities must closely reflect the workplace to enable full demonstration of competency.

Assessment will usually include observation of real or simulated work processes and procedures and/or performance in a project context as well as questioning on underpinning knowledge and skills. The questioning of team members, supervisors, subordinates, peers and clients where appropriate may provide valuable input to the assessment process. The interdependence of units for assessment purposes may vary with the particular project or scenario.

Guidance information for assessment

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

ICAW2001B Work effectively in an IT environment

ICAW2002B Communicate in the workplace

ICAW2011B Work individually or in a team to achieve organisational goals

An individual demonstrating this competency would be able to:

Demonstrate basic operational knowledge in a moderate range of areas

Apply a defined range of skills

Apply known solutions to a limited range of predictable problems

Perform a range of tasks where choice between a limited range of options is required

Assess and record information from varied sources

Take limited responsibility for own outputs in work and learning

Maintain knowledge of industry products and services

Required Skills and Knowledge

Required skills

Basic customer service in relation to obtaining information

Negotiation skills in relation to other team members and applied to a defined range of predictable problems

Low-level decision making skills

Ability to convey meaning clearly, concisely and coherently

Literacy skills in regard to basic workplace documentation

Use of various recording and reporting media

Plain English literacy and communication skills in relation to dealing with clients and colleagues

Telephone answering skills

Computer use and email receipt and response skills

Required knowledge

Basic knowledge of acceptable work practices and working environment

Basic office procedures

Basic understanding of organisational systems

Organisational guidelines on communications, response times and protocols

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, 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.

Organisational guidelines may include but are not limited to:

guidelines that include telephone documentation procedures

written documentation procedures

organisation manuals

policy on client liaison

Culturaldifferences may include but are not limited to:

the way people interact with each other

content, style and design of emails

business documents

Organisational requirements may include but are not limited to:

personal use of emails and internet access

content of emails

downloading information and accessing particular websites

opening mail with attachments

virus risk

dispute resolution

document procedures and templates

communication methods

response times

financial control mechanisms

Written communication

Written communication may include but is not limited to letters, email, memos

Equipment may include but is not limited to:

workstations

personal computers

modems and other connectivity devices

printers

DSL modems

hard drives

monitors

switches

hubs

personal digital assistant (PDA)

other peripheral devices

Client may include but is not limited to:

internal departments

external organisations

individual people and including colleagues

internal employees

Documentationand reports

May include audit trails, naming standards, version control, project management templates and report writing styles will vary according to organisational approach. Information gathering processes may have associated templates