SECTION 2. COMPETENCY STANDARDS This section gives the details of the contents of the basic, common and core units of competency required in CONTACT CENTER SERVICES NC II. BASIC COMPETENCIES UNIT OF COMPETENCY: PARTICIPATE IN WORKPLACE COMMUNICATION UNIT CODE : 500311105 UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements. PERFORMANCE REQUIRED REQUIRED CRITERIA ELEMENT KNOWLEDGE SKILLS Italicized terms are elaborated in the Range of Variables 1. Obtain and 1.1 Specific and Effective Follow simple convey relevant information communication spoken workplace is accessed from Different modes of language information appropriate sources communication Performing 1.2 Effective questioning, Written routine active listening and communication workplace speaking skills are Organizational duties used to gather and policies following convey information Sources of simple written 1.3 Appropriate medium information notices is used to transfer of question Ability to information and ideas Medium of relate to 1.4 Appropriate non- communication people of verbal Flow of social range communication is communication in the used Storage system workplace 1.5 Appropriate lines of Telephone Gather and communication with courtesy provide supervisors and information in colleagues are response to identified and workplace followed requirements 1.6 Defined workplace Listening procedures for the skills location and storage Questioning of information are skills used Workplace 1.7 Personal interaction language is carried out clearly skills and concisely
SECTION 2. COMPETENCY STANDARDS This section gives the details of the contents of the basic, common and core units of competency required in CONTACT CENTER SERVICES NC II. BASIC COMPETENCIES UNIT OF COMPETENCY: PARTICIPATE IN WORKPLACE COMMUNICATION UNIT CODE : 500311105 UNIT DESCRIPTOR : This unit covers the knowledge, skills and attitudes required to gather, interpret and convey information in response to workplace requirements. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS 1. Obtain and convey workplace information 1.1 Specific and relevant information is accessed from appropriate sources 1.2 Effective questioning, active listening and speaking skills are used to gather and convey information 1.3 Appropriate medium is used to transfer information and ideas 1.4 Appropriate non- verbal communication is used 1.5 Appropriate lines of communication with supervisors and colleagues are identified and followed 1.6 Defined workplace procedures for the location and storage of information are used 1.7 Personal interaction is carried out clearly and concisely Effective communication Different modes of communication Written communication Organizational policies Sources of information of question Medium of communication Flow of communication Storage system Telephone courtesy Follow simple spoken language Performing routine workplace duties following simple written notices Ability to relate to people of social range in the workplace Gather and provide information in response to workplace requirements Listening skills Questioning skills Workplace language skills
TR%20-%20Contact%20Center%20Services%20NC%20II.docx