TR Auto Servicing NC IV.doc

Expressing an individual perspective 26 expressing

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Expressing an individual perspective 2.6 Expressing own philosophy, ideology and background and exploring impact with relevance to communication 3. Types of Interview 3.1 Related to staff issues 3.2 Routine 3.3 Confidential 3.4 Evidential 3.5 Non disclosure 3.6 Disclosure 4. Interview situations 4.1 Establish rapport 4.2 Elicit facts and information 4.3 Facilitate resolution of issues 4.4 Develop action plans 4.5 Diffuse potentially difficult situation TR AUTOMOTIVE SERVICING NC IV 4
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EVIDENCE GUIDE 1. Critical aspects of competency Assessment requires evidence that the candidate: 1.1 Demonstrated effective communication skills with clients accessing service and work colleagues 1.2 Adopted relevant communication techniques and strategies to meet client particular needs and difficulties 2. Underpinning knowledge 2.1 Communication process 2.2 Dynamics of groups and different styles of group leadership 2.3 Communication skills relevant to client groups 3. Underpinning skills 3.1 Full range of communication techniques including: 3.1.1 Full range of communication 3.1.2 Active listening 3.1.3 Feedback 3.1.4 Interpretation 3.1.5 Role boundaries setting 3.1.6 Negotiation 3.1.7 Establishing empathy 3.2 Communication skills required to fulfill job roles as specified by the organization 4. Resource implications 4.1 Access to appropriate workplace where assessment can take place 5. Method of assessment Competency MUST be assessed through 5.1 Direct observation 5.2 Oral Interview 6. Context of assessment 6.1 This unit should be assessed on the job through simulation TR AUTOMOTIVE SERVICING NC IV 5
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UNIT OF COMPETENCY : DEVELOP TEAMS AND INDIVIDUALS UNIT CODE : 500311116 UNIT DESCRIPTOR : This unit covers the skills, knowledge and attitudes required to determine individual and team development needs and facilitate the development of the workgroup. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables 1. Provide team leadership 1.1. Learning and development needs are systematically identified and implemented in line with organizational requirements 1.2. Learning plan to meet individual and group training and developmental needs is collaboratively developed and implemented 1.3. Individuals are encouraged to self evaluate performance and identify areas for improvement 1.4. Feedback on performance of team members is collected from relevant sources and compared with established team learning process 2. Foster individual and organizational growth 2.1. Learning and development program goals and objectives are identified to match the specific knowledge and skills requirements of competency standards 2.2. Learning delivery methods are appropriate to the learning goals, the learning style of participants and availability of equipment and resources 2.3. Workplace learning opportunities and coaching/ mentoring assistance are provided to facilitate individual and team achievement of competencies 2.4.
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