Projects and Role plays Group projects Recognition of Prior Learning. Whilst there is no specific instruction or evidence collection documents for all the alternative assessment methods, assessors can record competency in the ‘Other’ section within the ‘Competency Recording Sheet’. Selection of assessment methods Each assessor will determine the combination of Assessment Methods to be used to determine Competency for each Competency Unit on a student by student basis. ‘Sufficient’ evidence to support the ‘Pass Competent’/’Not Yet Competent’ decision must be captured. In practice this means a minimum of 2 – 3 Assessment Methods for each candidate for each Competency Element is suggested. At least one method should provide evidence of practical demonstration of competence. The following assessment methods deemed to provide evidence of practical demonstration of competence include: Practical Work Projects Third Party Statement Observation Checklist. Assessing competency Competency based assessment does not award grades, but simply identifies if the participant has the knowledge, skills and attitudes to undertake the required task to the specified standard. Therefore, when assessing competency, an assessor has two possible results that can be awarded: ‘Pass Competent’ (PC) ‘Not Yet Competent’ (NYC). Pass Competent (PC) If the participant is able to successfully answer or demonstrate what is required, to the expected standards of the performance criteria, they will be deemed as ‘Pass Competent’ (PC). The assessor will a ‘Pass Competent’ (PC) if they feel the participant has the necessary knowledge, skills and attitudes in all assessment tasks for a unit. Not Yet Competent’ (NYC) If the participant is unable to answer or demonstrate competency to the desired standard, they will be deemed to be ‘Not Yet Competent’ (NYC).
2.2 Assist to resolve workplace conflict and manage difficulties to achieve positive outcomes 2.3 Use formal feedback and informal feedback to identify and implement improvements to products, services, processes or outcomes for both internal customers and external customers 2.4 Handle complaints positively, sensitively and politely in consultation with the person/s making the complaint 2.5 Maintain a positive and co-operative manner 2.6 Use non-discriminatory attitudes and language when interacting with customers, staff and management consistently Element 3: Work in a team 3.1 Request or provide assistance so that work activities can be completed 3.2 Provide support to colleagues to ensure achievement of team goals 3.3 Discuss and resolve problems through agreed and/or accepted processes 3.4 Recognise and accommodate cultural differences within the team 3.5 Identify, prioritise and complete individual tasks within designated time lines 3.6 Acknowledge and respond to feedback and information from other team members The use of active listening The use of both open and closed questions Speaking clearly and concisely Using appropriate language and tone of voice Being attentive Maintaining eye contact in face-to-face interactions The use of appropriate non-verbal communication in interactions, e.g. Body language, attention and personal presentation. Language and tone may be related to: Using simple, concise language that can be easily understood by the audience appropriate tone, e.g. not patronising, not too loud, not too soft, not yelling, not angry, etc. Conflicts may include: conflict Conflict with individuals Conflict with co-workers. Workplace documentation may include: Letters Memos Faxes Emails Invoices and purchase orders.
Meet both internal customers’ and external customers’ needs and expectations in accordance with organisation standards, policies and procedures and within acceptable time frames Assist to resolve workplace conflict and manage difficulties to achieve positive outcomes Use formal feedback and informal feedback to identify and implement improvements to products, services, processes or outcomes for both internal customers and external customers Handle complaints positively, sensitively and politely in consultation with the person/s making the complaint Maintain a positive and co-operative manner Use non-discriminatory attitudes and language when interacting with customers, staff and management consistently Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria. Element & Performance Criteria Observation of skills 3rd Party Statement Oral Questions Written Questions Work Projects Element 3: Work in a team Request or provide assistance so that work activities can be completed