ICAS2009A Interact with Clients

Welcome to ICAS2009A Interact with clients. Interacting with clients is about providing routine client support in a professional manner. You will learn techniques to support clients, respond to their complaints, ask appropriate questions and listen actively.
You’ll do three tasks to allow you to demonstrate your skills and knowledge in interacting with clients. To do these tasks you’ll need to be able to:
Deliver support to clients.
Respond to client complaints.
Getting started
To help you check or learn the detailed skills and knowledge needed for each task there is a Learning pack to work through.
Find out how you can work through the unit resources listed in the left navigation bar.

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Unit resources
Contents
OverviewOptions for working through the unit resourcesSuggested task pathwaySuggested learning pathway

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Overview
Each Unit of competency consists of these resources:
Introduction — to the learning and assessment. This page outlines what the competency for the unit means, and the skills and knowledge you’ll be focussing on.
Assessment — general assessment advice. This page outlines what you’ll need to be able to do, to be judged competent or awarded a Pass grade for the unit.
Scenario — a workplace situation or project based in a fictitious company/organisation. In each scenario, you are an employee or contractor working for an organisation. This scenario sets the scene for each of the Tasks in the unit. On each scenario page you should click on the link to Meet your coach. Your coach gives you an overview of the Tasks for the unit.
Tasks — these are the tasks for you to do, as part of your job role in the organisation. Your coach gives you detailed background for each task and you are given tools and tips to help you meet the deliverables (what you need to produce or do).
Learning Packs — learning resources containing reading, activities and other resources to help you develop your knowledge and skills in order to complete a task and prepare for your assessment.

Options for working through the unit resources
There are options for you to think about, in terms of how you can work through the unit resources. Before you begin your study, think about how you could take either:
a task pathway, or
a learning pathway.
After reading about these options below, you may like to try a blended strategy, to suit your learning needs for each learning topic.
Suggested task pathway
In all cases you should first read the:
Introduction and Assessment pages
Scenario and go to meet your coach.
Then, before going to a Learning Pack, you have the opportunity to find out about a task in detail that you will be expected to be able to do. (You need to click on Task buttons first to access Learning Packs.)
1
Check the first task
Before opening a Learning Pack, you should already be familiar with the task deliverables you will need to complete.
2
Do the Check your understanding activity
At the beginning of the related Learning Pack/s, in Preview, there is a Check your understanding activity. You can try and do this activity to get an idea of the knowledge you are expected to have in order to successfully complete a task.
3
Do the Practice activities
If you feel confident with the topic skills and knowledge at this point, you can go straight to the Practice activities and attempt these.
4
Use Reading, Research and Terms as needed
The Reading, Research and Terms sections of the Learning Pack should be used to check any knowledge, skills, standards or terms required for completing activities if you are unsure.
5
Check the Feedback for activities
Feedback given for each activity should give you a good idea of whether or not you have completed the activity to the required standard.
6
Return to the task and complete the task
After you have completed the Practice activities successfully, you may feel confident to be able to complete the task.
You should continue working through all the Tasks and Learning packs in the way that you feel most comfortable with.
Suggested learning pathway
In all cases you should first read the:
Introduction and Assessment pages
Scenario and go to meet your coach.
Then, before going to a Learning Pack, you have the opportunity to find out about a task in detail that you will be expected to be able to do. (You need to click on Task buttons first to access Learning Packs.)
1
Check the first task
Before opening a Learning Pack, you should already be familiar with the task deliverables you will need to complete.
2
Go to the Learning Pack
Get familiar with the topic by reading the Preview section. In this section there is a Check your understanding activity. You should try and do this activity to get an idea the knowledge you’ll need to do the task.
3
Complete the Reading
The Reading notes provide information and discussion points related to the knowledge and skills that you need.
4
Research website resources and check the Terms
While working through the Reading section, you are encouraged to use website resources to get more information, examples, online interaction or tutorials related to the knowledge and skills you are reading about.
5
Complete the Practice activities
You should complete all the Practice activities successfully.
6
Check the Feedback for activities
Feedback given for each activity should give you a good idea of whether or not you have completed the activity to the required standard.
7
Return to the Reading and Research sections if needed
If you have not completed all the Practice activities confidently or to the required standard, you should return to the reading notes and investigate website resources for further explanations and help.
8
Do the Practice activities again if needed
If needed, you should do some or all of the Practice activities again.
9
Try the Check your understanding activity again
After you have confidently completed the Practice activities, you can attempt the Check your understanding activity again. This time, you should be able to complete this activity successfully.
10
Go to the task and complete the task
Now that you are confident you have the required knowledge and skills, you can attempt the Task.
You should continue working through all the Tasks and Learning packs in the way that you feel most comfortable with.