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?
Deal with complex enquiries and/or complaints
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Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming. Completed |
Evidence:
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Record complaint and/or enquiry, and verify with the client. Completed |
Evidence:
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Obtain documentation to support complaint and/or enquiry if required. Completed |
Evidence:
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Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry. Completed |
Evidence:
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Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve. Completed |
Evidence:
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Advise client of action taken to resolve the complaint and/or enquiry and record. Completed |
Evidence:
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Give directions
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Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically. Completed |
Evidence:
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Give directions and confirm understanding of directions. Completed |
Evidence:
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Resolve problems or refer if required. Completed |
Evidence:
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Provide feedback on implementation. Completed |
Evidence:
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Manage meetings
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Clarify purpose of each meeting and develop the agenda in consultation with participants. Completed |
Evidence:
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Select procedure for each meeting and style of facilitating. Completed |
Evidence:
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Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements. Completed |
Evidence:
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Ensure meetings are focused on the objectives of the meeting and are time efficient. Completed |
Evidence:
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Enable participation, discussion, problem solving and resolution of issues by all those present. Completed |
Evidence:
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Summarise decisions and recommendations, check for accuracy and record as required. Completed |
Evidence:
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Make presentations
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Make presentations to a range of audiences. Completed |
Evidence:
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Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation. Completed |
Evidence:
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Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas. Completed |
Evidence:
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Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed. Completed |
Evidence:
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Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations. Completed |
Evidence:
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Deal with complex enquiries and/or complaints
|
|
Establish relationship with the client by displaying understanding towards client needs, and the nature of complaint and/or enquiry by listening, questioning and confirming. Completed |
Evidence:
|
Record complaint and/or enquiry, and verify with the client. Completed |
Evidence:
|
Obtain documentation to support complaint and/or enquiry if required. Completed |
Evidence:
|
Identify action available under organisational policies, and follow procedures to respond to and resolve complaint and/or enquiry. Completed |
Evidence:
|
Identify and refer complaints and/or enquiries that require other personnel or external organisations’ input to resolve. Completed |
Evidence:
|
Advise client of action taken to resolve the complaint and/or enquiry and record. Completed |
Evidence:
|
Give directions
|
|
Give ethical, lawful and reasonable directions to others, and protect staff from reprisals for refusing directions to act unethically. Completed |
Evidence:
|
Give directions and confirm understanding of directions. Completed |
Evidence:
|
Resolve problems or refer if required. Completed |
Evidence:
|
Provide feedback on implementation. Completed |
Evidence:
|
Manage meetings
|
|
Clarify purpose of each meeting and develop the agenda in consultation with participants. Completed |
Evidence:
|
Select procedure for each meeting and style of facilitating. Completed |
Evidence:
|
Chair meetings in accordance with agreed conventions for the type of meeting and legal and ethical requirements. Completed |
Evidence:
|
Ensure meetings are focused on the objectives of the meeting and are time efficient. Completed |
Evidence:
|
Enable participation, discussion, problem solving and resolution of issues by all those present. Completed |
Evidence:
|
Summarise decisions and recommendations, check for accuracy and record as required. Completed |
Evidence:
|
Make presentations
|
|
Make presentations to a range of audiences. Completed |
Evidence:
|
Structure presentations logically and ensure they contain relevant information to meet the purpose of the presentation. Completed |
Evidence:
|
Create, organise and select supporting materials and presentation aids to enhance audience understanding of key concepts and ideas. Completed |
Evidence:
|
Choose presentation strategies to match the characteristics of the target audience, the location, the resources and the personnel needed. Completed |
Evidence:
|
Evaluate effectiveness of the presentation formally and informally for the purpose of continuously improving future presentations. Completed |
Evidence:
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