Elements and Performance Criteria

The Range Statement provide the range of applications of this unit of competency to allow for differences within enterprises and workplaces. It provides details of practices, knowledge and requirements referred to in the elements and performance criteria. The variables chosen in training and assessment will depend on the work contexts.

The following variables may include but are not limited to
Store policies and procedures in regard to:
store administration and clerical systems
format and technical vocabulary
Ordering procedures may include:
fax
phone
email
Internet
Filing systems may include:
paper based
electronic
Special requests/requirements may include:
mail
ordering of stock
bill payment
taxation paperwork
courier service
transport, taxi, cab charge
special mail procedures
Relevant external information sources may include:
distributors
suppliers
manufacturers
technical support personnel
maintenance personnel
Access to identified sources may include:
contact person
contact details
Relevant information may include:
orders
files
letters
correspondence
warranties
Options and alternatives may include:
regulatory requirements
cost effectiveness
story policy
Backup files may include:
floppy disc
zip disc
CD ROM
digital tape
Appropriate personnel may include:
store/area manager
supervisor
team leader

The following components of the evidence guide relate directly to the performance criteria and the Range Statement for the unit of competency and provide guidance for assessment of the unit in the workplace and/or training program.
Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Consistently implements workplace office procedures.
Responds accurately and appropriately to requests for information according to store policy.
Consistently applies procedures for maintaining records and filing system, including computerised records.

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and deal with unplanned events. The requirements for this unit of competency are listed below:


Knowledge of:


Store policies and procedures, in regard to:

store administration and financial systems
systems and methods for organisation of work routine
appropriate clerical/office systems
mail procedures
transport procedures including cab charge and courier systems
systems/procedures for processing information
Records management systems

Office technology including:

computer/printer
software packages
installation of hardware and software packages
Software licensing requirements
Relevant occupational health and safety requirements

Principles and techniques in:

interpersonal communication skills

Skills in:


Interpersonal communication skills, including:

giving feedback
coaching
performance analysis
questioning/listening/observation
group presentation
team motivation
negotiation
verbal and non verbal communication
team leadership
Report writing
Using various computer software packages

Literacy and numeracy skills in regard to:

processing, recording and documenting information

Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment
Evidence is most relevant when provided through an integrated activity which combines the elements of competency for each unit, or a cluster of units of competency.

The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence, including appropriate key competencies.
Integrate knowledge and skills critical to demonstrating competence in this unit.
Unit WRRCA4B can be assessed with other units which make up a particular job function.

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context. Evidence might include:

Observation of the person in the workplace
Third party reports from a supervisor
Customer feedback
Answers to questions about specific skills and knowledge

Resources Required
A retail work environment

Sample policies and procedures in regard to:

store administration and clerical/office systems
processing of information
format and technical vocabulary
occupational health and safety legislation/regulation/codes of practice

A range of office equipment including:

computer/printer
software packages
Access to a work team

There are a number of processes that are learnt throughout work and life which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this unit of competency. Following each question a number indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Communicating ideas and information
Store policies and procedures will need to be communicated to others. (2)

Collecting analysing and organising information
Requests for information need to be collected, analysed and organised. (2)

Planning and organising activities
Composing reports and correspondence requires activities to be planned and organised. (2)

Working with others and in teams
Team work will be applied in maintaining office procedures. (2)

Using mathematical ideas and techniques
Mathematical ideas and techniques will be applied when processing data and compiling reports. (2)

Solving problems
Problem solving skills will be applied when editing and formatting information. (2)

Using technology
The use of technology is applied throughout this unit. (2)