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/ complaints
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Relationship with the client is established by displaying empathy towards client needs, and the nature of complaint/enquiry is established by listening, questioning and confirming. Completed |
Evidence:
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Complaint/enquiry is recorded accurately in simple language, and verified with the client to ensure it has been recorded correctly. Completed |
Evidence:
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Documentation to support complaint/enquiry is obtained if required. Completed |
Evidence:
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Action available under organisational policies is identified, and procedures to respond to and resolve complaint/enquiry are followed/authorised. Completed |
Evidence:
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Complaints/enquiries that require referral to other personnel or external organisations are identified and referred in accordance with organisational policy and procedures. Completed |
Evidence:
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Client is informed of action taken to resolve/refer the complaint/enquiry and a record logged in accordance with organisational procedures. Completed |
Evidence:
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Give directions
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Ethical, lawful and reasonable directions are given to others, and staff are protected from reprisals for refusing directions to act unethically. Completed |
Evidence:
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Directions are relayed in a clear, concise manner appropriate to the receiver. Completed |
Evidence:
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Questioning and listening skills are used to confirm understanding of directions. Completed |
Evidence:
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Problems in directions being implemented are resolved promptly or referred in accordance with organisational policy and procedures. Completed |
Evidence:
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Feedback is provided on implementation in accordance with organisational requirements. Completed |
Evidence:
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Manage meetings
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Purpose of each meeting is clarified and the agenda developed in consultation with participants, in line with the purpose. Completed |
Evidence:
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The procedure for each meeting and the style of chairing/facilitating are selected in accordance with the meeting's purpose and the participants. Completed |
Evidence:
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Meetings are chaired in accordance with organisational requirements, agreed conventions for the type of meeting and legal and ethical requirements. Completed |
Evidence:
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Meetings are conducted to ensure they are focused on the objectives of the meeting and are time efficient. Completed |
Evidence:
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Meetings are facilitated to enable participation, discussion, problem solving and resolution of issues by all those present. Completed |
Evidence:
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Decisions and recommendations are summarised succinctly, checked for accuracy and recorded as required. Completed |
Evidence:
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Make presentations
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Presentations are made to a range of audiences in accordance with organisational requirements. Completed |
Evidence:
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Presentations are structured logically and contain relevant information/content to meet the purpose of the presentation. Completed |
Evidence:
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Supporting materials and presentation aids are selected, created and organised to enhance audience understanding of key concepts and ideas. Completed |
Evidence:
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Presentation strategies are chosen and used to match the characteristics of the target audience, the location, the resources and the personnel needed. Completed |
Evidence:
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Effectiveness of the presentation is evaluated formally and informally for the purpose of continuously improving future presentations. Completed |
Evidence:
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