SISXCCS003 Address Client Needs: Assessment, Training Mapping, and Plan Development

This paper discusses the assessment of observation checklist and training mapping matrix, creation of an assessment plan and development of assessment instruments to address client needs. It also covers the effectiveness of addressing client needs. Subject: SISXCCS003, College/University: N/A

SISXCCS003 ADDRESS CLIENT NEEDS
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Table of Contents
Introduction.................................................................................................................................................2
Observation Checklist Assessment..............................................................................................................2
Assessment and Training mapping matrix...................................................................................................4
Create the Assessment plan and develop assessment instruments............................................................5
Conclusion...................................................................................................................................................9
References.................................................................................................................................................10

Introduction
Understanding the need of the clients is highly essential for improving the quality of the service
as well as the process to develop the working function within the market. The primary purpose
of this paper is to understand the effectiveness of addressing the client needs as well as it also
helps to understand the essential factor within the development of the process. In the working
function, it can be understood from the facts that the entire process that is required for
understanding the clients and their needs is quite helpful for the trained employees in the
organization. The paper will further discuss the assessment of the observation checklist along
with the assessment training and the mapping matrix. From this two assessment, the discussion
on the way by which the candidates can address the client needs will be understood. The paper
will also discuss on the creation of the assessment plan along with the development of the
assessment instrument which is used to understand the effectiveness and the working function
of the training assessment for the entire function of the client needs.
Observation Checklist Assessment
The observation checklist helps the trainers to understand the process and the entire function
that needs to be provided to the participants. This provides the checklist on the process that
will be completed in the training program.
Record of assessment by observation/demonstration SITHCCC003
Name of candidate
Date of assessment 06/08/2018
Location of assessment In the training centres
Name of assessor/observer
Observation of:
 The way of dealing with the clients
 The way of understanding the need of the clients
During the process of dealing with clients, did the
candidate:
Yes No N/A Comments

 Communicate effectively with the client
 Share information with the client
 Have transparency in the way of
communication
 Solve all the queries of the client regarding
the various facts
During the process of understanding the needs, did the
candidate
Yes No N/A
 Understand the feeling of the clients
 Figure out the viewpoint of the clients
 Try to provide essential help to the clients
 Deliver effective helping hand to the clients
Maintain the working process of the firm for the
clients.
The candidates have the most essential and the
effective working function in the process of client
needs.
The candidate’s overall performance met the standard:
Yes No

Signed by the assessor/observer: Date:
Signed by the candidate: Date:
Assessment and Training mapping matrix
The assessment and the training mapping matrix is essential for understanding the
development of skill as well as the working function within the market. This allows the trainers
to map the effective training program for the participants.
Element PC
Number
Performance Criteria
VERBAL
QUESTIONING
OBSERVATION
PRACTICAL
Identification
of the need of
clients
1 need to develop
strong
communication skill
with the clients.
What do you do
to gain the trust
of clients?
Observe the
working
process of the
candidates.
Perform
survey on
the clients
to
understand
their
wants.
Provide
superior
quality of
service to the
clients.
2 Need to develop the
communication skill.
What is the
process of
communication?
Observation is
done on the
clients'
feedback and
communication
process.
Practical
examples
regarding
the quality
of service
are utilized
to assess.
Access the
feedback
from the
client.
3 Should have the
knowledge skill
regarding the
process of getting
effective
communication deal.
What is the
need for
feedback
assessment?
The
observation is
done on the
feedback and
the process
that the client
follows to
develop their
needs.
Practically
reading the
feedback
from the
client on
the daily
basis.
Focus on the 4 Discover various How to provide The Practically

program. need assessment
program for the
trainers.
effective
training to the
candidates?
observation is
carried out on
the
development
process of the
candidates
regarding the
client working
function.
getting
training for
the various
program
within the
field.
Critical
Aspect
Assessment Skills Assessment Foundation
Skills
Assessment
Providing
quality
service
practical and
observation
Communication verbal
assessment
and practical
Training
program
practical and
observation
Information
sharing
verbal
assessment
and practical
Create the Assessment plan and develop assessment instruments
The assessment plan to address the client needs is the most essential factor that helps the
candidates to get acknowledge regarding the working function and the development of client
needs. The process needs to be developed in the effective way where the candidate needs to
make sure that they feel comfortable regarding the location of the assessment (Dakhli, Lafhaj,
and Bos, 2016). In most of the cases, it can be seen that the some of the clients prefer the
assessment needs to take place within the place which is silent and also very much effective for
performing the task. It is also essential that the candidates need to ask the effective question
for maintaining their activity in the field. There are various methods regarding the assessment
and this need to be done with the valuable working process. In the process of addressing the
client needs the most effective assessment method is the case studies, then the observation
and in the indirect method interview is the best way to assess the need of the clients (Ries,
Douglas, Simon, and Fassbender, 2016). All the process in the working function is highly
effective to provide the quality service to the clients.

Interview
The interview process helps the candidates to access the most effective process regarding the
facts and the figure that have to be developed within the process (Knight et al., 2014). It is
highly essential and this is carried on by the help of written as well as verbal communication
where the individual people or the group of people perform this on the customers. In this
process, the interview is carried on the telephone or directly in person but it depends on the
client and their accessing power within the field. It can be seen that the length of the interview
varies regarding the need of the client and the process of accessing the entire documents. It can
be seen that the interview can be for 20 minutes to an extension of an hour or two. The entire
assessment regarding the interview process helps to understand the need of the clients and
also help to access the various way that has to be developed within the functional area
(Lappan, Shamoon, and Blow, 2017). This is highly essential for the candidates that they need to
evaluate the process with the help of numerous actions in the field to develop their value in the
process. It is one of the most effective and the valuable working function that the business
training program will provide to the candidates to access the various function and the
development skill for attracting the clients regarding their development skills.
Case studies
Case studies are another assessment method that is being performed by the candidate where
the practical examples are provided to give an effective business process (Spence, and Haas,
2015). In this process, the entire working function and the assessment are highly involved with
the systematic inquiry, especially in the specific phenomenon. In this process, the candidate can
understand the value of the clients in the entire process. It can be understood that the entire
process of accessing the case study and the development is done on the benefits of the clients
and also by understanding their needs. The case study also helps the trainer in the training
program where they can effectively understand regarding the benefits and the quality of staff
for the process (Turner, and Ledwith, 2018). It is also effective for the training need of the
process that they are going to develop the needs and the business process within the field. It is
analyzed in the process that the firm needs to develop their assessment with the help of case

studies. In this, the data is being collected with the help of numerous methods and in this, it can
be seen that most of the case study is being performed under the quantitative as well as the
qualitative approaches.
Observation
Observation is the social phenomenon that is being performed within the field to provide the
valuable and the effective knowledge and the development of skill regarding the skill of
addressing client needs. In this process, the candidates have to observe the behavior as well as
the way of communicating for providing the relative method in the term of client feedback
(Isherwood, Moskos, King, Walker, and Brown, 2017). It could be understood from the process
that the development of the field and the accessing need of the development process can be
effectively developed with the help of observation. In most of the cases, it can be seen that the
observations are mainly recorded as the highly narrative or in most of the highly structured
form to maintain the working function (Grable, 2018). It can be seen that in this case, the
checklist for accessing the need of the client is one of the best ways to understand their
requirements. Observation in most of the cases allows the candidates and the trainers to highly
understand the process and the effective way for the development the need of the client
beneficial activity.
The peer trail of the assessment
The peer trail of the assessment is being performed to understand the requirement of the unit
competency and also the effective working function within the market (Curry, Arbuthnot, and
Witherspoon-Arnold, 2015). The process is highly essential for the development of competency
as the peer or the colleague are providing their valuable comment on the activity to perform
the most essential and the vital working function within the market. The peer review
assessment is highly essential for improving the working function and the activity that is being
performed by the candidate regarding their client (Beriwal et al., 2016). The most essential and
the valuable business process is to develop the highest and the most effective working function
within the market. For providing the valuable assessment regarding the peer review it is

essential to understand the working function within the market. The entire process can be
understood in the most valuable and the effective way for the development of client needs.
Unit of Competency:
Reviewer Name/s:
Version Control Number:
Date of Review:
Criteria Yes/No Comments
Does the tool address all assessment
requirements of the unit of
competency?
Yes
The tool that has been utilized for the
assessment is quite effective for the
development of the process and this
could be effectively done to develop
their business process and the working
function.
The level of difficulty is appropriate to
the unit of competency Yes
The level of difficulty is highly
appropriate to the unit of competency
because there is numerous type of
customers and their needs regarding
various activities.
The tools will enable effective
collection of evidence Yes
It can be seen that the tools are highly
essential for providing the effective
knowledge on the development of
process and also the value that could
be utilized for the analysis process
within the field.
Clear instructions have been provided
for the candidate, third party and
assessor
Yes
These tools are quite effective for
providing the clear instruction
regarding the client and their needs
and also the way that could be helpful
for them to attain the effectiveness

within the field. It is also essential for
the improvement of the process and
also the way it is being performed by
the firm.
Action Required:
The action that is required for performing the task within the training process is to
communicate effectively with the other people and the clients. Furthermore, it is also
required that in the training session the participants have to show their interest as well
as their understanding of the process of development within the process.
Conclusion
The paper concludes the facts that the assessment and the training program is the most
essential factor in the development of an effective program that helps the participants to
understand the need of the clients. The paper also evaluates the factor that the entire process
is essential for providing the highly effective and the most essential working function within the
market. Addressing the client need is the vital activity for the employees to provide them the
quality of service and also fulfill their requirement regarding the service or the products.

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