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?
Communicate with clients.
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Conduct communication with clients in a polite, professional and friendly manner. Completed |
Evidence:
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Use language and tone appropriate to a given situation in both written and spoken communication. Completed |
Evidence:
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Source relevant information about products and services and provide information clearly to clients. Completed |
Evidence:
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Use appropriate non-verbal communication in all situations. Completed |
Evidence:
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Observe and take into consideration non-verbal communication of clients. Completed |
Evidence:
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Show sensitivity to cultural and social differences. Completed |
Evidence:
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Use active listening and questioning to facilitate effective two-way communication. Completed |
Evidence:
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Select an appropriate medium of communication for the particular audience, purpose and situation, taking into consideration the characteristics of each medium and the relevant factors involved. Completed |
Evidence:
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Use selected communication medium correctly and according to standard protocols and organisation procedures. Completed |
Evidence:
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Maintain personal presentation standards.
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Practise high standards of personal presentation according to organisation requirements, work location, impacts on different types of clients and specific requirements for particular work functions. Completed |
Evidence:
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Provide service to clients.
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Identify client needs and expectations correctly, including clients with special needs, and provide appropriate products, services or information. Completed |
Evidence:
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Meet all reasonable client needs and requests within acceptable organisation timeframes. Completed |
Evidence:
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Identify and take all opportunities to enhance service quality. Completed |
Evidence:
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Develop a client relationship.
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Create and update client records according to organisation protocols. Completed |
Evidence:
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Develop a rapport with and provide empathy and special assistance to the client who is faced with special needs or circumstances. Completed |
Evidence:
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Promote repeat business by the offer of promotional services. Completed |
Evidence:
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Encourage clients to voice queries and or fears and address these appropriately. Completed |
Evidence:
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Take into consideration cultural and personal factors when consulting or interacting with clients. Completed |
Evidence:
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Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required. Completed |
Evidence:
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Define and apply boundaries of the exercise instructor and client relationship. Completed |
Evidence:
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Respond to conflicts and client complaints.
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Identify potential and existing conflicts and seek solutions in conjunction with parties involved. Completed |
Evidence:
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Recognise client dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures. Completed |
Evidence:
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Respond to client complaints positively, sensitively and politely and in consultation with the client. Completed |
Evidence:
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Resolve or refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures. Completed |
Evidence:
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Maintain a positive and cooperative manner at all times. Completed |
Evidence:
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Present relevant information clearly. Completed |
Evidence:
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Discuss unresolved concerns. Completed |
Evidence:
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Make appointments for clients according to workplace guidelines when required Completed |
Evidence:
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Use basic counselling skills.
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Determine needs for basic counselling. Completed |
Evidence:
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Provide basic counselling. Completed |
Evidence:
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