BUILDING ELECTRICAL INSTALLATION

Transcription

1 Federal Democratic Republic of Ethiopia OCCUPATIONAL STANDARD BUILDING ELECTRICAL INSTALLATION NTQF Level II and III

2 Introduction Ethiopia has embarked on a process of reforming its TVET-System. Within the policies and strategies of the Ethiopian Government, technology transformation by using international standards and international best practices as the basis, and, adopting, adapting and verifying them in the Ethiopian context is a pivotal element. TVET is given an important role with regard to technology transfer. The new paradigm in the outcome-based TVET system is the orientation at the current and anticipated future demand of the economy and the labor market. The Ethiopia Occupational Standards (EOS) is the core element of the Ethiopian National TVET-Strategy and an important factor within the context of the National TVET-Qualification Framework (NTQF).They are national Ethiopia standards, which define the occupational requirements and expected outcome related to a specific occupation without taking TVET delivery into account. This document details the mandatory format, sequencing, wording and layout for the Ethiopia Occupational Standard which comprised of Units of Competence. A Unit of Competence describes a distinct work activity. standard format that comprises: Occupational title and NTQF level Unit code Unit title Unit descriptor Elements and Performance criteria Variables and Range statement Evidence guide It is documented in a Together all the parts of a Unit of Competence guide the assessor in determining whether the candidate is competent. The ensuing sections of this EOS document comprise a description of the respective occupation with all the key components of a Unit of Competence: chart with an overview of all Units of Competence for the respective level including the Unit Codes and the Unit Titles contents of each Unit of Competence (competence standard) occupational map providing the technical and vocational education and training (TVET) providers with information and important requirements to consider when designing training programs for this standards and for the individual, a career path Page 1 of 76

3 UNIT OF COMPETENCE CHART Occupational Standard: Occupational Code: CON BEI NTQF Level III CON BEI Prepare Technical Drawing CON BEI Perform Maintenance of Electrical Equipment CON BEI Repair Electrical System CON BEI Install Electrical System Protection CON BEI Inspect and Commission Electrical Installation CON BEI Apply Quality Control CON BEI Monitor Implementation of Work plan/activities CON BEI Lead Workplace Communication CON BEI Lead Small Teams CON BEI Improve Business Practice CON BEI Maintain Quality System and Continuous Improvement Processes (Kaizen) NTQF Level II CON BEI Install Electrical Apparatus CON BEI Install and Terminate Wiring System CON BEI Install Electrical Circuit Protection CON BEI Connect Wiring Systems and Equipment CON BEI Participate in Workplace Communication CON BEI Install Wiring Systems Using Rigid Steel and Metallic Conduit CON BEI Develop Business Practice CON BEI Work in Team Environment CON BEI Apply Continuous Improvement Processes (Kaizen) Page 2 of 76

4 NTQF Level III Page 3 of 76

5 TOP Occupational Standard: Building electrical installation Level III Unit Title Prepare Technical Drawing Unit Code CON BEI Unit Descriptor This unit covers producing drawings components complete with surface texture and dimensions. Elements 1. Determine drawing requirements 2. Produce drawings in third angle projection, including auxiliary views, sections and assemblies 3. Issue and/or file drawing Performance Criteria 1.1 Drawing requirements are checked and interpreted from work order or similar. 1.2 Required information is sourced from workshop manuals, customer specifications, product suppliers, and designers or similar. 1.3 Scope of drawing including layout, additional required information and resources is planned 2.1 Drawing details including assembly and components are completed as per AS 100 or similar. 2.2 Dimensions of various components are determined and inserted where required. 2.3 Appropriate symbols for limits and fits, surface texture and geometric tolerances are included. 2.4 Simple components or layouts are drawn in third angle projection 2.5 An auxiliary view is drawn of a component, given two views 2.6 Correct convention for parts is shown 3.1 Drawing is issued and according to workplace procedures. 3.2 Drawing is filed according to workplace procedures Variables Drawing Appropriate symbols Range May include but not limited to: Assembly drawing Working drawing May include but not limited to: Perpendicular Mirror finish Parallel Diameter Page 4 of 76

6 Evidence Guide Critical Aspects of Competence Underpinning Knowledge and Attitudes Underpinning Skills Resources Implication Methods of Assessment Context of Assessment Assessment requires evidence that the candidate: Determined drawing requirements Produced drawings in third angle projection, including auxiliary views, sections and assemblies Issued and/or filed drawing Demonstrates knowledge of: Projection Auxiliary views, special attention Detail drawing methods Standard engineering drawing symbols, references and terminology Projection lines arrangements General tolerance Limits and fits Shaft and hole basis Extremes of fit Surface texture Selection of standard roughness values for given processes Application of surface finish symbols to drawings Selection and application of equivalent surface roughness numbers Geometric tolerance Simple geometry tolerance (no datum references, flatness, roundness etc) Geometry tolerance with datum reference (e.g. parallelism, squareness) Demonstrates skills to: Selection and application of drawing instruments Making drawings Checking and editing techniques The following resources must be provided: Workplace or fully equipped assessment location with necessary tools and equipment as well as consumable materials Approved assessment tools Certified assessor /Assessor s panel Competency may be assessed through: Interview/written test Observation/demonstration Competency may be assessed in the work place or in a simulated work place setting Page 5 of 76

7 TOP Occupational Standard: Level III Unit Title Repair Electrical System Unit Code CON BEI Unit Descriptor This unit covers the skills required to fault-find, repair, and recommission electrical system. Fault-finding demonstrates a logical technique of analyzing symptoms and making measurements where necessary, to locate the fault and identify faulty components Elements 1. Determine faults in electrical system 2. Repair electrical lighting and system 3. Re-commission electrical lighting Performance Criteria 1.1 Fault-finding demonstrates electrical safe working practices. 1.2 Fault-finding demonstrates a logical technique of analyzing symptoms and making measurements where necessary, to locate the fault and identify faulty components. 1.3 Assessment of viability of repair takes into account component availability, cost and time of repair, cost of replacement, and supervisor or customer instructions. 2.1 Replacement of materials is carried out complying with current regulations and standards 2.2 Light fittings have been repaired including safety testing as required by current regulations and standards. 2.3 Troubleshoot and repair of electrical faults are carried out in accordance with standard procedures and safety measures 3.1 Recommission of electric lighting is carried out complying with current regulations and standards 3.2 Working conditions of the installation has been checked against safety testing as required by current regulations and standards. 4. Clean up 4.1 Work area is cleared and materials disposed of, reused or recycled in accordance with legislation/regulations/codes of practice and job specification 4.2 Plant, tools and equipment are cleaned, checked, maintained and stored in accordance with manufacturers recommendations and standard work practices Page 6 of 76

8 Variables Occupational Health and Safety (OH&S) Tools and Equipment Range Demonstration of safe working practices and installation in accordance with safe and sound practice are essential components of assessment of this unit standard. Additional care should be taken when working with lights that operate at high voltage or contain capacitors. Types of lighting incandescent, halogen, fluorescent, sodium vapor, mercury vapor, metal halide, neon; evidence is required for three different types with genuine faults. Basic tools, testing and measuring instruments Evidence Guide Critical Aspects of Competence Underpinning Knowledge and Attitudes Assessment requires evidence that the candidate: located faults, repaired, and re-commissioned electric lighting Purpose and requirements of the system to be commissioned Procedures for an assessment of safe systems of work including permits to work Correct procedures for a safe isolation with regard to an assessment of safe working practice Requirements of an inspection with regard to: - selection, identification and connection of conductors - protection against contact and fire - labeling, access to switchgear and equipment Availability of danger, warning notices, diagrams and instructions Importance of choosing the right instruments for the test Importance of accurate labeling and recording of the test Characteristics of different types of cabling and components and how they impact on the test IEE wiring regulations as specified in the latest national standard for electrical installations relevant to types and uses of wiring systems, wiring enclosures and equipment. The principles of electrical theory for the inspection, testing and commissioning of electrical wiring systems and equipment Underpinning Skills Methods for checking test instruments are functional and in calibration Best practice with regard to methods of testing, their Page 7 of 76

9 Resources Implication Methods of Assessment Context of Assessment inter-relationship and sequence Approved procedures and requirements for commissioning the installation Approved reporting procedures Carrying out the tests and the effect on equipment not part of the fixed installation Testing that takes place under live conditions principles and theory The following resources must be provided Tools, equipment and facilities appropriate to processes or activities Materials relevant to the proposed activity Drawings, sketches or blueprint Competency may be assessed through: Interview/Written Test Demonstration/Observation with Oral Questioning Competency may be assessed in the work place or in a simulated work place setting Page 8 of 76

10 TOP Occupational Standard: Level III Unit of Competence Unit Code CON BEI Unit Descriptor Inspect and Commission Electrical Installation This unit covers the outcomes required in performing commissioning procedures for electrical systems such as insulation resistance, earth resistance test and phase sequence test. Elements 1. Plan and prepare to commission electrical system 2. Commission electrical system Performance Criteria 1.1 Work instructions are confirmed to ensure clear understanding of job requirements 1.2 Commissioning procedures are planned accordingly 1.3 Materials and PPE needed to complete job requirements are obtained in line with established procedures 1.4 Tools, equipment and testing devices needed for commissioning procedures are obtained 2.1 Safety policies and procedures are followed 2.2 Commissioning activities are performed in line with established procedures and job requirements 2.3 Unplanned events are attended to in line with established procedures 2.4 Ongoing checks of quality of work are undertaken in line with established procedures 3. Inspect and notify completion of work 3.1 Final inspection is undertaken to ensure that commissioning of electrical system meets job requirements 3.2 Work completed is notified to a supervisor in line with established procedure 3.3 Work area is cleaned up and made safe 3.4 Tools, equipment and surplus materials are cleaned, checked and stored in line with established procedure Page 9 of 76

11 Variables Commissioning activities Range Insulation resistance Earth resistance test Phase sequence test Tools and Equipment Electrical hand tools (pliers, screwdrivers, wrenched, wire splicers, knives) Occupational Health & Safety (OH&S) Testing instruments (multi-tester, megger, high potential tester, earth resistance tester) Labeling machine Demonstration of safe working practices and installation in accordance with safe and sound practice are essential components of assessment of this unit standard. Additional care should be taken when working with lights that operate at high voltage or contain capacitors. Types of lighting incandescent, halogen, fluorescent, sodium vapor, mercury vapor, metal halide, neon; evidence is required for three different types with genuine faults. Evidence Guide Critical Aspects of Competence Underpinning Knowledge and Attitudes Assessment requires evidence that the candidate: Planed and prepared to commission electrical system Know about the principles of electrical theory for the inspection, testing and commissioning of electrical wiring systems and equipment Commissioned electrical system Essential knowledge includes: The purpose and requirements of the system to be commissioned Procedures for an assessment of safe systems of work including permits to work. the correct procedures for a safe isolation with regard to: an assessment of safe working practice, correct identification of circuits to be isolated, correct test and proving instruments selected, use of correct testing methods, and correct selection of devises for securing isolation The requirements of an inspection with regard to: - selection, identification and connection of conductors - protection against contact and fire - labeling, access to switchgear and equipment - availability of danger, Page 10 of 76

12 warning notices, diagrams and instructions. The importance of choosing the right instruments for the test The main methods for checking test instruments are functional and in calibration. Best practice with regard to methods of testing, their inter-relationship and sequence. The importance of accurate labeling and recording of the test. The characteristics of different types of cabling and components and how they impact on the test. The approved procedures and requirements for commissioning the installation. approved reporting procedures Health and Safety. Carrying out the tests and the effect on equipment not part of the fixed installation. Testing that takes place under live conditions Principles and theory. IEE wiring regulations as specified in the latest national standard for electrical installations relevant to types and uses of wiring systems, wiring enclosures and equipment all POs. where to find out about the principles of electrical theory for the inspection, testing and commissioning of electrical wiring systems and equipment Underpinning Skills Plan and prepare to commission electrical system Resources Implication Methods of Assessment Context of Assessment Commission electrical system Inspect and notify completion of work The following resources must be provided Tools, equipment and facilities appropriate to processes or activities Materials relevant to the proposed activity Drawings, sketches or blueprint Competency may be assessed through: Interview/written test Observation/demonstration Competency may be assessed in the work place or in a simulated work place setting Page 11 of 76

13 TOP Occupational Standard: Level III Unit Title Unit Code CON BEI Unit Descriptor Perform Maintenance of Electrical Equipment This unit covers the competencies needed for regular maintenance on electrical machinery. Electric equipment is maintained in accordance with maintenance records and instructions and current regulations and standards, without damage or distortion to the surrounding environment or services. Elements 1. Plan and prepare for maintenance of electrical equipment 2. Maintain electrical equipment and associated circuits Performance Criteria 1.1 Planning ensures the work is sequenced in accordance with maintenance schedules and/or supervisor or customer instructions. 1.2 Planning includes consultation with appropriate personnel to ensure the work is coordinated effectively with others involved on the work site. 1.3 Preparation includes assembly of all materials necessary to complete the work in accordance with maintenance instructions and company requirements. 1.4 Preparation includes gathering and checking of tools, equipment, and testing devices needed to carry out the work in accordance with maintenance instructions and company requirements. 2.1 Normal operating principles of the equipment and associated circuits are ascertained to the extent necessary to perform the maintenance work. 2.2 Equipment is maintained in accordance with maintenance records and instructions and current regulations and standards, without damage or distortion to the surrounding environment or services. 2.3 Where necessary, circuit isolation is achieved in accordance with safe working practice and with specified shut-down procedures where available. 2.4 Testing confirms that all requirements of current regulations and standards have been met, and that isolated equipment is safe for reconnection. 2.5 Unplanned events or conditions are responded to, and approvals to implement contingencies are obtained in accordance with company requirements. Page 12 of 76

14 3. Notify completion and document results of maintenance of electrical equipment. 3.1 Appropriate personnel are notified of the completion of the maintenance work and of any suggestions for improvements or modifications, according to company requirements. 3.2 Maintenance records are updated according to company requirements. Variables Tools and equipment Range Basic tools, Spare parts, testing instruments, Evidence Guide Critical Aspects of Competence Underpinning Knowledge and Attitudes Underpinning Skills Assessment requires evidence that the candidate: maintained electrical equipment and associated circuits had sufficient knowledge about maintenance on electrical machinery Essential knowledge includes: Availability of danger, warning notices, diagrams and instructions Importance of choosing the right instruments for the test Main methods for checking test instruments are functional and in calibration Importance of accurate labeling and recording of the test IEE wiring regulations as specified in the latest national standard for electrical installations relevant to types and uses of wiring systems, wiring enclosures and equipment. Electrical safe working practices Ethiopian building regulations, national standard for electrical installations Compliance with OHS policy and procedures and infection control guidelines and procedures related to the electricity role Potential hazards in the workplace Essential skills includes: Service and maintaining electrical Equipment Correct test and proving instruments selected Use of correct testing methods Best practice with regard to methods of testing, their inter-relationship and sequence Page 13 of 76

15 Resources Implication Methods of Assessment Context of Assessment Carrying out the tests and the effect on equipment not part of the fixed installation Testing that takes place under live conditions Reading and understand wiring diagrams and be familiar with measuring instruments The following resources must be provided Tools, equipment and facilities appropriate to processes or activities Materials relevant to the proposed activity Drawings, sketches or blueprint Competency may be assessed through: Interview/written test Observation/demonstration Competency may be assessed in the work place or in a simulated work place setting Page 14 of 76

16 TOP Occupational Standard: Level III Unit Title Install Electrical System Protection Unit Code CON BEI Unit Descriptor This unit covers the outcomes required in installing electrical protection systems such as safety switch fuse cut-out, high/low voltage switch gear, earth leakage circuit breaker, conventional atmospheric lightning protection and grounding system. With the proper fixing of the light protector and grounding the lightning energy will be transferred to earth, people and building is saved. Elements 1. Plan and prepare for fault findings 2. Install electrical protection system 3. Notify completion of work Performance Criteria 1.1 Instructions for the preparation of the work activity are communicated and confirmed to ensure clear understanding 1.2 Tools, equipment and PPE needed to install electrical wiring are identified, checked to ensure they work correctly as intended and are safe to use in accordance with established procedures 1.3 Materials needed for work are obtained in accordance with established procedures 2.1 Correct procedures for installation of electrical protection system are performed in line with job requirements and PEC 2.2 Schedule of work is followed to ensure work is completed in an agreed time, to a quality standard and with a minimum waste 2.3 Further instructions are sought from a supervisor if unplanned events or conditions occur 2.4 On-going checks of quality of work are done in accordance with instructions and requirements 3.1 Final checks are made to ensure the work conforms with instructions and requirements 3.2 Supervisor is notified upon completion of work 3.3 Tools, equipment and any surplus resources and materials are, where appropriate, cleaned, checked and returned to storage in accordance with established procedures 3.4 Work area is cleaned and made safe Page 15 of 76

17 4. Clean up 4.1 Work area is cleared and materials disposed of, reused or recycled in accordance with legislation/regulations/codes of practice and job specification 4.2 Plant, tools and equipment are cleaned, checked, maintained and stored in accordance with manufacturers recommendations and standard work practices Variables Tools and Equipment Personal protective equipment (PPE) Installation Electrical protect system component Range Tools and equipment may include but not limited to: Pliers Screwdrivers Wrenches Wire splicers Knives Working gloves Safety shoes Hard hat Horizontally and vertically aligned Rigidly anchored to wall Installed with clearance to wall/other boxes for cover to open freely Enough clearance for cover opening for flush mounted Safety switch fuse cut-out High/Low Voltage Switch Gear (HLVSG) Earth Leakage Circuit Breaker (ELCB) Conventional atmospheric lightning protection Grounding system Evidence Guide Critical Aspects of Competence Assessment requires evidence that the candidate: Correctly interpreted work instructions Selected appropriate tools, equipment and materials for installation of electrical protection system Selected and used correct PPE Demonstrated correct procedures on installation of electrical protection systems including safety switch fuse cut-out, high/low voltage switch gear, earth leakage circuit breaker, conventional atmospheric lightning Page 16 of 76

18 Underpinning knowledge Underpinning skills Resources Implication Methods of Assessment Context of Assessment protection and grounding system Followed safety procedures Cleaned worksite, tools and equipment Stored surplus materials Essential knowledge includes: Ethiopian Building regulations, National Standard for Electrical Installations Compliance with OHS policy and procedures and infection control guidelines and procedures related to the electricity role Personal hygiene and personal protection Hazards associated with using electrical equipment and plant including their lifting, handling and fixing Essential skills includes: Correct test and proving instruments selected Use of correct testing methods Choosing the right instruments for the test Methods for checking test instruments are functional and in calibration Reading and understand wiring diagrams and be familiar with measuring instruments Electrical safe working practices Electricity waste disposal methods Installing electrical wiring systems, wiring enclosures and equipment. Using personal protective equipment and safe appropriate tools for specific jobs The following resources must be provided Tools, equipment and facilities appropriate to processes or activities Materials relevant to the proposed activity Drawings, sketches or blueprint Competency may be assessed through: Interview/written test Observation/demonstration Competency may be assessed in the work place or in a simulated work place setting Page 17 of 76

19 TOP Occupational Standard: Level III Unit Title Apply Quality Control Unit Code CON BEI Unit Descriptor This unit covers the knowledge, attitudes and skills required in applying quality control in civil or industrial works. Elements Performance Criteria 1. Establish quality standards 2. Assess quality of service delivered 1.1 Quality standard procedures for civil or industrial works are developed and agreed upon 1.2 Quality standard procedures are documented in accordance with the organization policy 1.3 Standard procedures are introduced to organizational staff / personnel 1.4 Standard procedures are revised / updated when necessary 2.1 Services delivered are checked against organization quality standards and specifications 2.2 Service delivered are evaluated using the appropriate evaluation parameters and in accordance with organization standards 2.3 Causes of any identified faults are identified and corrective actions are taken in accordance with organization policies and procedures 3. Record information 3.1 Basic information on the quality performance is recorded in accordance with organization procedures 3.2 Records of work quality are maintained according to the requirements of the organization 4. Study causes of quality deviations 5. Complete documentation 4.1 Causes of deviations from final outputs or services are investigated and reported in accordance with organization procedures 4.2 Suitable preventive action is recommended based on organization quality standards and identified causes of deviation from specified quality standards of final service or output 5.1 Information on quality and other indicators of service performance is recorded 5.2 All service processes and outcomes are recorded Page 18 of 76

20 Variables Range Quality check Check against design Visual inspection Physical inspection Quality standards Materials Components Construction or manufacturing process Maintenance process Quality parameters Standard design Material specification Evidence Guide Critical Aspects of Competence Underpinning Knowledge and Attitudes Underpinning Skills Assessment requires evidence that the candidate: Checked completed work continuously against organization standard Identified and isolated faulty or poor service Checked service delivered against organization standards Identified and applied corrective actions on the causes of identified faults or error Recorded basic information regarding quality performance Investigated causes of deviations of services against standard Recommended suitable preventive actions Demonstrates knowledge of: Relevant quality standards, policies and procedures Characteristics of services Safety environment aspects of service processes Relevant evaluation techniques and quality checking procedures Workplace procedures and reporting procedures Demonstrates skills to: Interpret work instructions, specifications and standards appropriate to the required work or service Carry out relevant performance evaluation Maintain accurate work records in accordance with procedures Meet work specifications and requirements Page 19 of 76

21 Resource Implications Methods of Assessment Context for Assessment Communicate effectively within defined workplace procedures The following resources should be provided: Access to relevant workplace or appropriately simulated environment and materials relevant to the activity/ task Competence may be accessed through: Interview/Written Test Demonstration/Observation with Oral Questioning Competence may be assessed in the work place or in a simulated work place setting Page 20 of 76

22 TOP Occupational Standard: Level III Unit Title Monitor Implementation of Workplan/Activities Unit Code CON BEI Unit Descriptor This unit covers the knowledge, attitudes and skills required to oversee and monitor the quality of work operations within an enterprise. This unit may be carried out by team leaders, supervisors or managers Elements 1. Monitor and improve workplace operations 2. Plan and organise workflow 3. Maintain workplace records 4. Solve problems and make decisions Performance Criteria 1.1 Efficiency and service levels are monitored on an ongoing basis. 1.2 Operations in the workplace support overall enterprise goals and quality assurance initiatives. 1.3 Quality problems and issues are promptly identified and adjustments are made accordingly. 1.4 Procedures and systems are changed in consultation with colleagues to improve efficiency and effectiveness. 1.5 Colleagues are consulted about ways to improve efficiency and service levels. 2.1 Current workload of colleagues is accurately assessed. 2.2 Work is scheduled in a manner which enhances efficiency and customer service quality. 2.3 Work is delegated to appropriate people in accordance with principles of delegation. 2.4 Workflow is assessed against agreed objectives and timelines. 2.5 Colleagues are assisted in prioritisation of workload. 2.6 Input is provided to appropriate management regarding staffing needs. 3.1 Workplace records are accurately completed and submitted within required timeframes. 3.2 Where appropriate completion of records is delegated and monitored prior to submission. 4.1 Workplace problems are promptly identified and considered from an operational and customer service perspective. 4.2 Short term action in initiated to resolve the immediate problem where appropriate. 4.3 Problems are analysed for any long term impact and Page 21 of 76

23 potential solutions are assessed and actioned in consultation with relevant colleagues. 4.4 Where problem is raised by a team member, they are encouraged to participate in solving the problem. 4.5 Follow up action is taken to monitor the effectiveness of solutions in the workplace. Variables Problems Workplace records Range May include but not limited to: Difficult customer service situations Equipment breakdown/technical failure Delays and time difficulties May include but is not limited to: Staff records Regular performance reports Evidence Guide Critical Aspects of Competence Underpinning Knowledge and Attitudes Assessment must confirm appropriate knowledge and skills to: Ability to effectively monitor and respond to a range of common operational and service issues in the workplace Understanding of the role of staff involved in workplace monitoring Knowledge of quality assurance, principles of workflow planning, delegation and problem solving Demonstrate knowledge of: The Roles and responsibilities of those involved in monitoring work operations Overview of leadership and management responsibilities Principles of work planning Typical work organization methods appropriate to the industry sector Quality assurance principles Time management Principles of delegation Problem solving and decision making processes Industrial and/or legislative issues which affect short term work organization as appropriate to industry sector Page 22 of 76

24 Underpinning Skills Resource Implications Methods of Assessment Context for Assessment Demonstrate skills to: Monitoring and improving workplace operations Planning and organizing workflow Maintaining workplace records The following resources should be provided: Access is required to real or appropriately simulated situations, including work areas, materials and equipment, and to information on workplace practices and OHS practices. Competence may be assessed through: Interview /Written Test Demonstration/ Observation with Oral Questioning Competence may be assessed in the work place or in a simulated work place setting Page 23 of 76

25 TOP Occupational Standard: Level III Unit Title Lead Workplace Communication Unit Code CON BEI Unit Descriptor This unit covers the skills required to exercise effective communication skills among staff and stake holders to support the delivery of staff and stakeholders services within the construction industry Elements 1. Identify relationship with in the organization internally and externally 2. Exercise effective communication techniques within work environment and follow routine instructions Performance Criteria 1.1 Develop, review and revise personal skills in communication as an ongoing priority to address organization standards 1.2 Exercise caution in communicating personal information by oral and written means to ensure confidentiality of staff and stakeholders and staff matters 1.3 Routinely apply workplace protocols and procedures in all workplace communication to support accuracy and understanding of information provided and received 1.4 Recognize individual and cultural differences and make any adjustments needed to facilitate the achievement of identified outcomes 1.5 Conduct interpersonal communication with team and client in a manner that enhances a staff and stakeholders centre within organization standards 1.6 Take appropriate measures to resolve conflict and interpersonal differences in the workplace 2.1 Special needs of staff and stakeholders are identified and responded 2.2 All communication with staff and stakeholders are ensured to reflect an understanding and respect for individual differences and needs 2.3 Ensure communication is clear and relevant to situation, context and activities undertaken 2.4 Seek advice about communication difficulties with staff and stakeholders or client from supervisor or other appropriate person and implement as required 2.5 Adjust own style to incorporate advice that addresses performance issues to maintain the agreed standard Page 24 of 76

26 3. Identify and provide effective response to staff and stakeholders enquiries of effective communication 2.6 Ensure work place instructions are interpreted correctly and carried out within agreed timeframes 2.7 Seek clarification of work instructions, tools and equipment when required to ensure understanding 2.8 Refer any difficulties in carrying out instructions to supervisor or appropriate person to ensure required work outcomes 3.1 Evaluate practice to maintain a high standard of staff and stakeholders service 3.2 Identify and acknowledge enquirer s expectations 3.3 Discuss any unresolved concerns or issues with enquirers 3.4 Give feedback for staff and stakeholders according to workplace guidelines and ethics Variables Communication: Special needs Individual differences Tools and equipment Range May include but not limited to Appropriate language Communication aids Modes of communication Questioning Clarifying Advising, providing appropriate and accurate information Honesty and integrity May include but not limited to Disability, Communication difficulties, Language difficulties May include but not limited to: Developmental Cultural Physical Emotional Behavioral Intellectual May include but not limited to: Telephone Fax Computer Page 25 of 76

27 Evidence Guide Critical Aspects of Competence Underpinning Knowledge and Attitudes Underpinning Skills Resources Implication Methods of Assessment Context of Assessment Demonstrates skills and knowledge in: Demonstrating consistent style of presentation Demonstrating ability in systematic filing and cataloguing Demonstrating efficient use of space Easy accessing to technical documents in soft copy or hard copy Specifying essential knowledge as well as skills as specified in elements and performance criteria of the unit of compete Demonstrates knowledge of: Techniques of technical report writing Procedures of submittal requirements Basic management Effective communication strategies Principles and practices of services provided Organization policies, procedures and guidelines Legal and ethical issues relating to practitioner staff and stakeholders relations Demonstrates skills to: Verify technical data and documents Managing Check technical documents Access is required to real or appropriately simulated situations, including work areas, materials and equipment, and to information on workplace practices and OHS practices. Competency may be assessed through: Interview/Written Test Demonstration/Observation with Oral Questioning Competency may be assessed in the work place or in a simulated work place setting Page 26 of 76

28 TOP Occupational Standard: Level III Unit Title Lead Small Teams Unit Code CON BEI Unit Descriptor This unit covers the skills, knowledge and attitudes required to determine individual and team development needs and facilitate the development of the work group. Elements 1. Provide team leadership 2. Foster individual and organizational growth 3. Monitor and evaluate workplace learning Performance Criteria 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 2.1 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 Resources and timelines required for learning activities are identified and approved in accordance with organizational requirements 1.1 Feedback from individuals or teams is used to identify and implement improvements in future learning arrangements 1.2 Outcomes and performance of individuals/teams are assessed and recorded to determine the effectiveness of development programs and the extent of additional support 1.3 Modifications to learning plans are negotiated to Page 27 of 76

29 improve the efficiency and effectiveness of learning 1.4 Records and reports of competency are maintained within organizational requirement 4. Develop team commitment and cooperation 5. Facilitate accomplishment of organizational goals 1.1 Open communication processes to obtain and share information is used by team 1.2 Decisions are reached by the team in accordance with its agreed roles and responsibilities 1.3 Mutual concern and camaraderie are developed in the team 5.1 Team members actively participated in team activities and communication processes 5.2 Teams members developed individual and joint responsibility for their actions 5.3 Collaborative efforts are sustained to attain organizational goals Variables Learning and development needs Organizational requirements Feedback on performance Range Coaching, mentoring and/or supervision Formal/informal learning program Internal/external training provision Work experience/exchange/opportunities Personal study Career planning/development Performance appraisals Workplace skills assessment Recognition of prior learning Quality assurance and/or procedures manuals Goals, objectives, plans, systems and processes Legal and organizational policy/guidelines and requirements Safety policies, procedures and programs Confidentiality and security requirements Business and performance plans Ethical standards Quality and continuous improvement processes and standards Formal/informal performance appraisals Obtaining feedback from supervisors and colleagues Obtaining feedback from clients Page 28 of 76

30 Learning delivery methods Personal and reflective behavior strategies Routine and organizational methods for monitoring service delivery On the job coaching or mentoring Problem solving Presentation/demonstration Formal course participation Work experience Involvement in professional networks Conference and seminar attendance Induction Evidence Guide Critical Aspects of Competence Underpinning Knowledge and Attitudes Underpinning Skills Assessment requires evidence that the candidate: Identified and implemented learning opportunities for others Gave and received feedback constructively Facilitated participation of individuals in the work of the team Negotiated learning plans to improve the effectiveness of learning Prepared learning plans to match skill needs Accessed and designated learning opportunities Demonstrates knowledge of: Coaching and mentoring principles Understanding how to work effectively with team members who have diverse work styles, aspirations, cultures and perspective Understanding how to facilitate team development and improvement Understanding methods and techniques for eliciting and interpreting feedback Understanding methods for identifying and prioritizing personal development opportunities and options Knowledge of career paths and competency standards in the industry Demonstrates skills to: Ability to read and understand a variety of texts, prepare general information and documents according to target audience; spell with accuracy; use grammar and punctuation effective relationships and conflict Page 29 of 76

31 Resource Implications Methods of Assessment Context of Assessment management Communication skills including receiving feedback and reporting, maintaining effective relationships and conflict management Planning skills to organize required resources and equipment to meet learning needs Coaching and mentoring skills to provide support to colleagues Reporting skills to organize information; assess information for relevance and accuracy; identify and elaborate on learning outcomes Facilitation skills to conduct small group training sessions Ability to relate to people from a range of social, cultural, physical and mental backgrounds Access to relevant workplace or appropriately simulated environment where assessment can take place Competence may be assessed through: Interview / Written Test Demonstration/ Observation with Oral Questioning Competence may be assessed in the work place or in a simulated work place setting Page 30 of 76

32 TOP Occupational Standard: Level III Unit Title Improve Business Practice Unit Code CON BEI Unit Descriptor This unit covers the skills, knowledge and attitudes required in promoting, improving and growing business operations. Elements 1. Diagnose the business 2. Benchmark the business 3. Develop plans to improve business performance 4. Develop marketing and promotional plans Performance Criteria 1.1 Data required for diagnosis is determined and acquired 1.2 Competitive advantage of the business is determined from the data 1.3 SWOT analysis of the data is undertaken 2.1 Sources of relevant benchmarking data are identified 2.2 Key indicators for benchmarking are selected in consultation with key stakeholders 2.3 Like indicators of own practice are compared with benchmark indicators 2.4 Areas for improvement are identified 3.1 A consolidated list of required improvements is developed 3.2 Cost-benefit ratios for required improvements are determined 3.3 Work flow changes resulting from proposed improvements are determined 3.4 Proposed improvements are ranked according to agreed criteria 3.5 An action plan to implement the top ranked improvements is developed and agreed 3.6 Organizational structures are checked to ensure they are suitable 4.1 The practice vision statement is reviewed 4.2 Practice objectives are developed/reviewed 4.3 Target markets are identified/refined 4.4 Market research data is obtained 4.5 Competitor analysis is obtained 4.6 Market position is developed/reviewed 4.7 Practice brand is developed 4.8 Benefits of practice/practice products/services are Page 31 of 76

33 5. Develop business growth plans 6. Implement and monitor plans identified 4.9 Promotion tools are selected/developed 5.1 Plans to increase yield per existing client are developed 5.2 Plans to add new clients are developed 5.3 Proposed plans are ranked according to agreed criteria 5.4 An action plan to implement the top ranked plans is developed and agreed 5.5 Practice work practices are reviewed to ensure they support growth plans 6.1 Implementation plan is developed in consultation with all relevant stakeholders 6.2 Indicators of success of the plan are agreed 6.3 Implementation is monitored against agreed indicators 6.4 Implementation is adjusted as required Variables Data required includes: Page 32 of 76 Range Organization capability Appropriate business structure Level of client service which can be provided Internal policies, procedures and practices Staff Levels, capabilities and structure Market, market definition Market changes/market segmentation Market consolidation/fragmentation Revenue and Revenue growth rate Level Of Commercial activity Expected revenue levels, short and long term Break even data Pricing policy Revenue assumptions Business environment Economic conditions Social factors Demographic factors Technological impacts Political/legislative/regulative impacts Competitors, competitor pricing and response to pricing Competitor marketing/branding Competitor products

34 Competitive advantage includes: Objectives should be 'SMART', that Market research data includes: Competitor analysis SWOT analysis includes: Key indicators may include: Services/products Fees Location Timeframe Specific Measurable Achievable Realistic Time Defined Data about existing clients Data about possible new clients Data from internal sources Data from external sources such as: Trade associations/journals Yellow Pages small business surveys Libraries Internet Chamber of Commerce Client surveys Industry reports Secondary market research Primary market research such as: Telephone surveys Personal interviews Mail surveys Competitor offerings Competitor promotion strategies and activities Competitor profile in the market place Internal strengths such as staff capability, recognized Quality Internal weaknesses such as poor morale, Under-capitalization, poor technology External opportunities such as changing market and Economic conditions External threats such as industry fee structures, strategic Alliances, competitor marketing Salary cost and staffing Personnel productivity (particularly of principals) Page 33 of 76

35 Organizational structures include: Market position should include data on: Practice brand may include: Benefits may include: Profitability Fee structure Client based Size staff/principal Overhead/overhead control Legal structure (partnership, Limited Liability Company) Organizational structure/hierarchy Reward schemes Product The Good or service provided Product mix The core product - what is bought The tangible product - what is perceived The augmented product - total package of consumer Features/benefits Product differentiation from competitive products New/changed products Price and pricing strategies (cost plus, supply/demand, ability to pay, etc.) Pricing objectives (profit, market penetration, etc.) Cost components Market position Distribution strategies Marketing channels Promotion Promotional strategies Target audience Communication Promotion budget Practice image Practice logo/letter head/signage Phone answering protocol Facility decor Slogans Templates for communication/invoicing Style guide Writing style AIDA (attention, interest, desire, action) Features as perceived by the client Benefits as perceived by the client Page 34 of 76

36 Promotion tools include: Yield per existing client may be increased by: Networking and referrals Seminars Advertising Press Releases Publicity and sponsorship Brochures Newsletters (print and/or electronic) Websites Direct mail Telemarketing/cold calling Raising charge out rates/fees Packaging fees Reduce discounts Sell more services to existing clients Evidence Guide Critical Aspects of Competence Underpinning Knowledge and Attitudes The candidate must be able to demonstrate: ability to identify the key indicators of business performance ability to identify the key market data for the business knowledge of a wide range of available information sources ability to acquire information not readily available within a business ability to analyze data and determine areas of improvement ability to negotiate required improvements to ensure implementation ability to evaluate systems against practice requirements and form recommendations and/or make recommendations ability to assess the accuracy and relevance of information Demonstrates knowledge of: Data analysis Communication skills Computer skills to manipulate data and present information Negotiation skills Problem solving Planning skills Marketing principles Ability to acquire and interpret relevant data Current product and marketing mix Use of market intelligence Development and implementation strategies of promotion and growth plans Page 35 of 76

37 Underpinning Skills Resources Implication Methods of Assessment Context of Assessment Data analysis and manipulation Ability to acquire and interpret required data Current practice systems and structures Sources of relevant benchmarking data Methods of selecting relevant key benchmarking indicators Communication skills Working and consulting with others when developing plans for the business Negotiation skills and problem solving Using computers to manipulate, present and distribute information Planning skills Access is required to real or appropriately simulated situations, including work areas, materials and equipment, and to information on workplace practices and OHS practices. Competence may be assessed through: Interview / Written Test Observation / Demonstration Competence may be assessed in the work place or in a simulated work place setting Page 36 of 76