Martin Kane of SITO looks at the requirements for Level 3 Unit 9 on communicating effectively with others
Welcome to the eightH article on National Vocational Qualifications (NVQs). In this session we will look at unit 9 of the current 1866 level 3 systems, titled Communicate effectively with others.

The objective of this unit is to ensure that a technician can communicate effectively with both customers and colleagues.

There are two elements to this unit

  • Element 2.1: Communicate effectively with colleagues

    Here we assess a technician's competence to provide oral advice, guidance, instruction and reports both in written and oral forms.

    and

  • Element 2.2: Communicate effectively with customers
  • Here we assess a technician's competence to communicate with customers at a professional level.
  • Unit 2: Communicate effectively with others
  • Element 2.1: Communicate effectively with colleagues
  • The performance criteria states what a candidate is required to demonstrate. The candidate for this element must demonstrate competence in the following.

    Performance Criteria

  • 2.1.1: Advice, guidance and instructions to colleagues are given clearly and at an appropriate level.

  • 2.1.2: Management are regularly and accurately informed as to progress and problems encountered.

  • 2.1.3: Written reports and other company documentation is completed accurately and legibly and returned promptly to the appropriate recipient.

  • 2.1.4: Trainees and less experienced colleagues are dealt with in a positive and encouraging manner.

  • 2.1.5: Appropriate and positive action is taken to overcome communication difficulties.

    While a candidate is covering the performance criteria they are also required to cover a range of items to test their skills over varying sites where work is being carried out and have a good knowledge. These are:

    Range

  • Colleagues: Managers, supervisors, peers and sub-ordinates
  • Advice, Guidance and Instructions: Technical, procedural
  • Communication: Oral, written
  • Documentation: Time sheets, job sheets, commissioning check-lists
  • Knowledge Specification
  • Oral and written communications techniques advice and guidance
  • Reasons for maintaining confidentiality of information
  • Types of, and procedures for dealing with, currently used documentation
  • Relevant legislation and industry codes of practice
  • Evidence Requirements
  • Performance
  • Evidence must be gathered on a minimum of TWO different dates over a period of time and involve at least TWO different items from each of the range statements.

    Supplementary
    1)In cases where the candidate does not have the opportunity, through performance alone, to provide sufficient knowledge evidence in support of competence, supplementary oral or written questioning can be used.

    2) Oral or written questions will be required for:
    Company health and safety policy Relevant health and safety regulations Safety reporting procedures
    Permit to work systems

    Method of assessment
    Ongoing observation in the workplace and oral questioning; simulation and oral questioning; historic evidence and oral questioning.

  • Assessment Strategy
  • Work Place

    All performance criteria must be met in the workplace. The exception to this is detailed in simulation below. The principal means of assessment is by observation in the work place. Candidates who have suitably authenticated documentation relating to activity during the previous 12 months will be acceptable for one assessment. Oral questioning will be needed to establish candidate knowledge and under-standing of the areas listed in the Knowledge Specifications and of those aspects of the range not dealt with through observation.

    Simulation
    Simulations must be realistic, be undertaken over a period of time and not exceed 50 per cent of the required number of work place assessments.

    Where simulation is not practicable, evidence in the form of credible witness statement will be acceptable.

    For certain parts of this award it is acceptable for candidates to undertake assessment of Perform-ance Criteria under appropriate simulated condi-tions. Any simulations used must accurately reflect a genuine industrial environment and have been agreed with the Awarding Body Partners as suitable.

    The principal means of assessment is by observation in the workplace. Oral questioning will be needed to establish candidate knowledge

    Assessment must provide sufficient evidence of a candidate's ability to competently execute tasks in the normal place of work.

    A realistic simulation, may be 'set up' or enacted away from the workplace when:

  • A performance criterion rarely occurs, e.g. emergency services are summoned as soon as possible in the event of situations which are threatening to personnel and property;
  • When a function is not carried out in a particular location, e.g the agreement and recording of deviations or omissions from the specification;
  • It may be too dangerous to assess under normal working conditions, e.g. the erection and securing of access equipment in accordance with regulations and codes of practice;
  • It may be impracticable to assess under normal working conditions, e.g the erection and securing of access equipment in accordance with regulations and codes of practice.

    Second element
    This is the second element in unit 2 and follows the same format and rules as the previous element 2.1.

  • Unit 2: Communicate effectively with others
  • Element 2.2: Communicate effectively with customers

    Performance Criteria

  • 2.2.1: Customers are greeted professionally and courteously
  • 2.2.2: Communications with customers are conducted effectively and technical language used is appropriate to the customer
  • 2.2.3: Customer requirements are accurately identified by constructive questioning
  • 2.2.4: Agreements reached with customer are recorded and reported accurately and clearly in accordance with laid down procedures
  • 2.2.5: Behaviour and standards of dress are consistent with the working environment and company policy.

    Range
    1) Communications: Person to person, written, telephone, informal, formal

    2) Customers: System purchaser, agents, purchaser's colleagues

    3) Customer needs: Information, explanation, instruction

    2) Documentation: Organisational procedures, products, services, customer feedback.

    Knowledge Specification

  • Oral and written communications techniques
  • Telephone techniques
  • Instructional techniques
  • Reasons for maintaining confidentiality of information
  • Types of, and procedures for dealing with, currently used documentation
  • Relevant legislation and industry codes of practice

    Evidence Requirements
    Performance evidence: Evidence must be gathered on a minimum of TWO different dates over a period of time and involve at least TWO different items from each of the range statements.

    Supplementary
    1)In cases where the candidate does not have the opportunity, through performance alone, to provide sufficient knowledge evidence in support of competence, supplementary oral or written questioning can be used.

    2)Oral or written questions will be required for:

  • Company health and safety policy
  • Relevant health and safety regulations
  • Safety reporting procedures
  • Permit to work systems

    Method of assessment

  • Ongoing observation in the workplace and oral questioning; simulation and questioning;
  • Historic Evidence and oral questioning.
  • Assessment Strategy
  • Work Place

    All performance criteria must be met in the workplace. The exception to this is detailed in simulation below. The principal means of assessment is by observation in the workplace. Candidates who have suitably authenticated documentation relating to activity during the previous 12 months will be acceptable for one assessment. Oral questioning will be needed to establish candidate knowledge and understanding of the areas listed in the Knowledge Specifications and of those aspects of the range not dealt with through observation.

    Simulation
    Simulations must be realistic, undertaken over a period of time and not exceed 50 per cent of the required number of work place assessments.

    Where simulation is not practicable evidence in the form of credible witness statement will be acceptable.

    For certain parts of this award it is acceptable for candidates to undertake assessment of Perform-ance Criteria under appropriate simulated conditions. Any simulations used must accurately reflect a genuine industrial environment and have been agreed with the Awarding Body Partners as suitable.

    Assessment must provide sufficient evidence of a candidate's ability to competently execute tasks in the normal place of work.

    A realistic simulation, may be 'set up' or enacted away from the work place when:

  • A performance criterion rarely occurs, e.g. emergency services are summoned as soon as possible in the event of situations which are threatening to personnel and property
  • When a function is not carried out in a particular location, e.g. the agreement and recording of deviations or omissions from the specification
  • It may be too dangerous to assess under normal working conditions, e.g. the erection and securing of access equipment in accordance with regulations and codes of practice
  • it may be impracticable to assess under normal working conditions, e.g. the erection and securing of access equipment in accordance with regulations and codes of practice.

    The assessment specification applies to both elements and clearly defines the requirement for assessments.

    • Source

    Security Installer