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Evidence Guide: ICTICT202 - Work and communicate effectively in an ICT environment

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

 

ICTICT202 - Work and communicate effectively in an ICT environment

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

Prepare to communicate and work effectively within an ICT organisation

  1. Gather input from sources of information to develop, refine and document ICT roles and services in an organisation
  2. Develop clear knowledge of enterprise policies, procedures and organisational requirements, including principles of equal employment opportunity (EEO) and anti-discrimination
  3. Identify ICT policy and procedures, and determine whether they are applied in practice
  4. Determine key players within the organisation and their role and importance
Gather input from sources of information to develop, refine and document ICT roles and services in an organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop clear knowledge of enterprise policies, procedures and organisational requirements, including principles of equal employment opportunity (EEO) and anti-discrimination

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify ICT policy and procedures, and determine whether they are applied in practice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine key players within the organisation and their role and importance

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use positive and varied communication strategies with ICT clients

  1. Receive requests and enquiries regarding use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner
  2. Respond appropriately to client and colleague requirements, and identify options
  3. Present written information and ideas in clear and concise language to ensure the intended meaning is understood
  4. Record information or messages and refer client requests to the appropriate person according to organisational procedures
  5. Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry
  6. Escalate inquiries that cannot be satisfied immediately
  7. Supply follow-up information to client as required in a timely manner
  8. Accommodate cultural differences in the workplace
Receive requests and enquiries regarding use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond appropriately to client and colleague requirements, and identify options

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present written information and ideas in clear and concise language to ensure the intended meaning is understood

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record information or messages and refer client requests to the appropriate person according to organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Escalate inquiries that cannot be satisfied immediately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Supply follow-up information to client as required in a timely manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Accommodate cultural differences in the workplace

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare to communicate and work effectively within an ICT organisation

1.1 Gather input from sources of information to develop, refine and document ICT roles and services in an organisation

1.2 Develop clear knowledge of enterprise policies, procedures and organisational requirements, including principles of equal employment opportunity (EEO) and anti-discrimination

1.3 Identify ICT policy and procedures, and determine whether they are applied in practice

1.4 Determine key players within the organisation and their role and importance

2. Use positive and varied communication strategies with ICT clients

2.1 Receive requests and enquiries regarding use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner

2.2 Respond appropriately to client and colleague requirements, and identify options

2.3 Present written information and ideas in clear and concise language to ensure the intended meaning is understood

2.4 Record information or messages and refer client requests to the appropriate person according to organisational procedures

2.5 Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry

2.6 Escalate inquiries that cannot be satisfied immediately

2.7 Supply follow-up information to client as required in a timely manner

2.8 Accommodate cultural differences in the workplace

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare to communicate and work effectively within an ICT organisation

1.1 Gather input from sources of information to develop, refine and document ICT roles and services in an organisation

1.2 Develop clear knowledge of enterprise policies, procedures and organisational requirements, including principles of equal employment opportunity (EEO) and anti-discrimination

1.3 Identify ICT policy and procedures, and determine whether they are applied in practice

1.4 Determine key players within the organisation and their role and importance

2. Use positive and varied communication strategies with ICT clients

2.1 Receive requests and enquiries regarding use of ICT equipment, operating systems and software from clients and colleagues in a polite and appropriate manner

2.2 Respond appropriately to client and colleague requirements, and identify options

2.3 Present written information and ideas in clear and concise language to ensure the intended meaning is understood

2.4 Record information or messages and refer client requests to the appropriate person according to organisational procedures

2.5 Inform client of the progress of their request or enquiry and advise them of the organisational process for answering their request or enquiry

2.6 Escalate inquiries that cannot be satisfied immediately

2.7 Supply follow-up information to client as required in a timely manner

2.8 Accommodate cultural differences in the workplace

Evidence of the ability to:

gather information about the organisation and incorporate in communications

process internal and external requests according to organisational policies and requirements

respond promptly to client enquiries and requests from colleagues.

Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.

To complete the unit requirements safely and effectively, the individual must:

describe current industry accepted hardware and software including:

features and capabilities

product directions

outline the operational environment, including the:

customer base

company products

services

outline the organisational policies and procedures that cover:

code of conduct

mission statement

routine work processes

systems, management structure and governance arrangements

outline the principles of equal employment opportunity (EEO) and anti-discrimination

explain the role and positioning of information and communications technology (ICT) within the overall business objectives of the organisation.