Communicate with customers using technologies

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SIRXCOM202, 'Communicate with customers using technologies'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Communicate with customers using technologies' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Clarify procedures for customer contact using technologies.

1.1.Identify and review organisational information relating to the use of technologies for communicating with customers.

1.2.Identify personal responsibility and limitations in relation to communication with customers using technologies.

1.3.Identify protocols for collecting customer data to facilitate communication using technologies.

1.4.Identify protocols for nature and frequency of customer contact using different types of technologies.

2. Operate technologies.

2.1.Identify procedures for operation of technologies and associated applications.

2.2.Test operation of technologies and associated applications and apply protocols in line with nature of customer contact.

2.3.Obtain and apply feedback from relevant staff on operation of technologies.

3. Promote customer communication using technologies.

3.1.Develop relationships with customers to identify scope for communication using technologies.

3.2.Explain benefits of communication using technologies relevant to customers.

3.3.Collect required customer data for communication using technologies.

3.4.Process customer data according to workplace procedures.

4. Contact customers.

4.1.Contact customers using technologies according to workplace procedures.

4.2.Obtain feedback from customers on communication using technologies according to workplace requirements.

4.3.Consider and discuss potential for improvement of customer communications with relevant staff.

4.4.Apply suggested improvements to improve customer communications.