Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client may include:
employees
external organisations
individuals
internal departments.
Learning needs may include:
electronic
group participation
presentation via different means
reading
self-directed learning
self-paced.
Instruction may include:
advice and support on a one-to-one basis
guidance on hardware supported by the organisation:
formatting of disks
printers
reconfiguration of printers
setting of screen resolution
use of scanners
guidance on software applications supported by the organisation:
creating graphs
formatting spreadsheet
setting up word-processing document for printing
using a browser
using an email system
provision of client documentation and manuals.
Actions may include:
number of sessions expected
session duration
time and location of instruction
type of instruction requested.
Organisational guidelines may include:
communication methods
content of emails
dispute resolution
document procedures and templates
downloading information and accessing particular websites
financial control mechanisms
opening mail with attachments
use of email and internet access
virus risk.
Further instruction requirements may include:
active listening to client and other employees
handover to information and communications technology (ICT) technical expert area
on-site instruction
policy and procedures relating to IT training
questions and answers.
Appropriate person may include:
authorised business representative
client
help-desk person
subject-matter expert
supervisor.
Requirements may include:
application
business
network
people in the organisation
system.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
determine the instruction required by client
acquire and prepare associated resources
demonstrate empathy and understanding of the learner and accommodate different cultures
convey technical information to individual clients for their specific use in a clear, concise and coherent manner
explain the meaning of technical jargon.
Context of and specific resources for assessment
Assessment must ensure access to:
client requirements either directly or through a peer or supervisor
appropriate learning and assessment support when required
modified equipment for people with special needs.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation of candidate undertaking one-to-one instruction
review of instruction plan prepared by candidate
verbal or written questioning to assess candidate’s knowledge of techniques for conveying technical information to an individual client.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.
Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.
Indigenous people and other people from a non-English speaking background may need additional support.
In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.