Federal Democratic Republic of Ethiopia

OCCUPATIONAL STANDARD
,

Electronics & Communication

Technology Management
Level V

Ministry of Education
May, 2011
 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 Ethiopian Occupational Standards (EOS) are - a core element of the Ethiopian
National TVET-Strategy and an important factor within the context of the Ethiopian
TVET-Qualification Framework (ETQF).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
Ethiopian Occupational Standard comprised of Units of Competence.

A Unit of Competence describes a distinct work activity. It is documented in a

standard format that comprises:
 Reference to Industry Sector, Occupational title, ETQF level
 Unit code
 Unit title
 Unit descriptor
 Unit of Competence
 Elements and performance criteria
 Variables and Range statement
 Evidence guide

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:
 a chart with an overview of all Units of Competence for the respective
occupation (Unit of Competence Chart) including the Unit Codes and the Unit
of Competence titles
 a template for a Unit of Competence (Unit of Competence Standard) –
this includes further directions on the contents and format of the unit of
competence

Electronics & Communications Technology

Ministry of Education
Page 2 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
Occupational Area: Electronics & Communications Technology Management
Occupational code: EEL ECT5
Level V

EEL ECT5 01 0511 EEL ECT5 02 0511 EEL ECT5 03 0511

Plan and Organize Work Provide Advanced Perform Technical
Activities Training for Technicians Consultation

EEL ECT5 04 0511 EEL ECT5 05 0511 EEL ECT5 06 0511

Manage Budgets and Manage People and Compile and produce an
Financial Plan within the Equipment Performance electro technology report
Project

EEL ECT5 07 0511 EEL ECT5 08 0511 EEL ECT5 09 0511

Manage risk in electro- Facilitate and Capitalize Practice Career
technology activities on Change and Professionalism
Innovation

EEL ECT5 10 0511

Establish and Conduct
Business Relationships

Electronics & Communications Technology

Ministry of Education
Page 3 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 TOP

Occupational Standard: Electronics & Communications Technology Management

Unit Title Plan and Organize Work
Unit Code EEL ECT5 01 0511
Unit Descriptor This unit covers the knowledge, skills and attitude required in
planning and organizing work. It may be applied to a small
independent operation or to a section of a large organization.

Element Performance Criteria

1. Set objectives 1.1 Objectives are consistent with and linked to work
activities in accordance with organizational aims
1.2 Objectives are stated as measurable targets with clear
time frames
1.3 Support and commitment of team members are reflected
in the objectives
1.4 Realistic and attainable objectives are identified
2. Plan and schedule 2.1 Tasks/work activities to be completed are identified and
work activities prioritized as directed
2.2 Tasks/work activities are broken down into steps in
accordance with set time frames achievable components
in accordance with set time frames
2.3 Resources are allocated as per requirements of the
activity
2.4 Schedule of work activities is coordinated with
personnel concerned
3. Implement work 3.1 Work methods and practices are identified in
plans consultation with personnel concerned
3.2 Work plans are implemented in accordance with set time
frames, resources and standards
4. Monitor work 4.1 Work activities are monitored and compared with set
activities objectives
4.2 Work performance is monitored
4.3 Deviations from work activities are reported and
recommendations are coordinated with appropriate
personnel and in accordance with set standards
4.4 Reporting requirements are complied with in accordance
with recommended format
4.5 Observe timeliness of report
4.6 Files are established and maintained in accordance with
standard operating procedures

Electronics & Communications Technology

Ministry of Education
Page 4 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
5. Review and 5.1 Work plans, strategies and implementation are reviewed
evaluate work plans based on accurate, relevant and current information
and activities 5.2 Review is based on comprehensive consultation with
appropriate personnel on outcomes of work plans and
reliable feedback
5.3 Results of review are provided to concerned parties and
formed as the basis for adjustments/simplifications to be
made to policies, processes and activities
5.4 Performance appraisal is conducted in accordance with
organization rules and regulations
5.5 Performance appraisal report is prepared and
documented regularly as per organization requirements.
5.6 Recommendations are prepared and presented to
appropriate personnel/authorities
5.7 Feedback mechanisms are implemented in line with
organization policies

Variable Range
Objectives  Specific
 General
Resources  Personnel  Supplies and materials
 Equipment and  Sources for accessing
technology specialist advice
 Services  Budget

Schedule of work  Daily  Confidential

 Work-based  Disclosure
activities  Contractual  Non-disclosure
 Regular
Work methods and  Work methods and practices may include but not
practices limited to:
 Legislated regulations and codes of practice
 Industry regulations and codes of practice
 Occupational health and safety practices
Work plans  Daily work plans
 Project plans
 Program plans
 Organization strategic and restructuring plans
 Resource plans
 Skills development plans
 Management strategies and objectives
Standards  Performance targets
 Performance management and appraisal systems
 National competency standards

Electronics & Communications Technology

Ministry of Education
Page 5 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
  Employment contracts
 Client contracts
 Discipline procedures
 Workplace assessment guidelines
 Internal quality assurance
 Internal and external accountability and auditing
requirements
 Training Regulation Standards
 Safety Standards
Appropriate personnel/  Appropriate personnel include:
authorities  Management
 Line Staff
Feedback mechanisms  Feedback  Questionnaire
mechanisms include:  Survey
 Verbal feedback  Group discussion
 Informal
feedback
 Formal feedback

Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence  set objectives
 planned and scheduled work activities
 implemented work plans
 monitored work activities
 reviewed and evaluated work plans and activities
Underpinning  Organization’s strategic plan, policies rules and
Knowledge regulations, laws and objectives for work unit activities and
priorities
 Organizations policies, strategic plans, guidelines
related to the role of the work unit
 Team work and consultation strategies
Underpinning Skills  Leading
 Planning, Organizing and Coordinating
 Communication Skills
 Inter-and intra-person/motivation skills
 Presentation skills
Resource Implications The following resources must be provided:

 Workplace or fully equipped location with necessary

tools and equipment as well as consumable materials
Assessment Methods Competence may be assessed through:

 Interview / Written exam

 Observation / Demonstration

Electronics & Communications Technology

Ministry of Education
Page 6 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
Context for Assessment Competence may be assessed in the workplace or in simulated work

Electronics & Communications Technology

Ministry of Education
Page 7 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
TOP

Occupational Standard: Electronics Technology Management Level V

Unit Title Provide Advanced Training for Technicians
Unit Code EEL ECT5 02 0511
Unit Descriptor This unit covers the knowledge, skills and attitudes required to
provide advanced training for technicians. It addresses training
need assessment, training program development and training
provision capability.

Elements Performance Criteria

1. Plan and prepare 1.1 Perform training need assessment

training program 1.2 Assess skill, knowledge and attitude gap
1.3 Prepare training materials and facilities
1.4 Prepare schedule
2. Provide training 2.1 Apply proper methodology of training
2.2 Ensure alignment of training with the required objective
2.3 Address knowledge, skill and attitude as per the need
assessment
1.5 Measures are taken to ensure that the technician
understands OHS requirements and safe working
procedures and practices for the particular training to be
undertaken
2.4 Provide continuous feedback to the trainee
3. Perform evaluation 3.1 Conduct assessment for every knowledge, skill and
attitude entity
3.2 Record performance of trainee against the knowledge,
skill and attitude based on assessment result
3.3 Report the assessment result to the concerned stake
holders

Variable Range
OH&S policies and May include but not limited to:
procedures  Arrangements of an organization or enterprise to meet
their legal and ethical obligations of ensuring that the
workplace is safe and without risk to health. this may include:
 hazard and risk
assessment mechanisms
 implementation of
safety regulations
 safety training
 safety systems

Electronics & Communications Technology

Ministry of Education
Page 8 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 incorporating,
 work clearance procedures
 isolation procedures
 gas and vapor
 monitoring/testing procedures
 use of protective equipment and clothing
 use of codes of
practice
Training materials May include but not limited to:
 handout
 lab manual

Evidence Guide
Critical Aspects of Assessment requires evidence that the candidate:
Competence  planned and prepared the training program
 apply proper methodology
 Ensured alignment of training with the required objective
 document the performance of the technician
 provided feedback to the technician and training
evaluation report is submitted to the stake holders
Underpinning  Fundamentals of coaching and mentoring
Knowledge and  Theories of adult learning
Attitudes  Methods of teaching
Underpinning Skills  Communicate effectively with trainees
 Applying effective techniques of coaching and mentoring
 Demonstrate positive work values and attitudes
 Effectively deliver training in accordance to training plan
 Develop training plan/lesson plan
 Perform trainee evaluation
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to
information on workplace practices and OHS practices.
Assessment Methods Competence may be accessed through:
 Interview / questioning / written test
 Simulation/demonstration
 Observation
Context of Competence may be assessed in the work place or in a
Assessment simulated work place setting

Electronics & Communications Technology

Ministry of Education
Page 9 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 TOP

Occupational Standard: Electronics & Communications Technology Management

Level V
Unit Title Perform Technical Consultation
Unit Code EEL ECT5 03 0511
Unit Descriptor This unit covers the knowledge, attitudes and skills required to
conduct technical consultation, provide recommendation and
solution for technical problems and operation procedures, improve
the performance of operation and maintenance services and
proposed guidelines and systematic approach on maintenance
practices within the organization and to enhance the productivity and
smooth operation of the industry.

Elements Performance Criteria

1. Conduct 1.1 Industry are inspected and technical problems are addressed,
inspection analyzed the problems and prepare document for evaluation
and consultation with Technical personnel, specialist and
technical manager
1.2 Consultation processes are developed and/or implemented
as an integral part of the operational planning process
1.3 Evaluation and work plans are develop to create a
systematic solution for the technical problems
2. Evaluate technical 2.1 Technical problems are identified, evaluated and create
problems systematic solution/remedy and prioritized as directed
2.2 Required resources are allocated as per requirements of the
activity

3. Prepare technical 3.1 Established OHS and risk control measures and procedures
recommendation in preparation for the work are followed.
3.2 Policies and procedures are developed to include OHS
practices, skills required and frequency and level of
maintenance work.
3.3 Project proposal are reviewed and ensure that all necessary
documents, manuals and checklist are obtained
3.4 Schedule of work activities are prepared according to
manufacturers recommendation
3.5 Appropriately competent persons are engaged to assess the

Electronics & Communications Technology

Ministry of Education
Page 10 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 risks associated with individual equipment failure.
3.6 Level and frequency of repair/replace to be done under
maintenance work is established from risk assessment reports
and manufacture’s recommendations and standards reflecting
acceptable exposure to risk of equipment failure.
3.7 Systems are established to manage and record technical work
activities in accordance with organization and regulatory
requirements

Variable Range

Technical personnel,  managers

specialist and  supervisors
technical manager  other employees
 OHS committee(s) and other people with specialist
 responsibilities
 union or employee representatives
 people at the same level or more senior managers
 people from a wide range of social, cultural and ethnic
Backgrounds
Consultation  meetings, interviews, brainstorming sessions, email/internet
processes communications, newsletters or other processes and devices
which ensure that all employees have the opportunity to
contribute to team and individual operational plans
 mechanisms used to provide feedback to the work team in
relation to outcomes of consultation
Evaluation and work  measures for monitoring or evaluating the efficiency or
plans effectiveness of a which may be used to demonstrate
accountability and to identify areas for improvements
Required resources  Work description are establish and prepared
 Tools and material
 Designated persons/group based on their own specialization
 Manuals and manufacturers guide
Established OHS  May include but not limited to:
 hazard and risk assessment mechanisms
 implementation of safety regulations
 safety training
 safety systems incorporating,
 work clearance procedures
 isolation procedures
 gas and vapor
 monitoring/testing procedures
 use of protective equipment and clothing
 use of codes of practice
Policies and  Pro-active maintenance procedures
procedures  Re-active maintenance procedure

Electronics & Communications Technology

Ministry of Education
Page 11 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
  Operation and servicing procedures
 Health and safety procedures
Schedule of work
 Tasks/work activities to be completed are identified and
activities
prioritized as directed
 Tasks/work activities are set into achievable components in
accordance with time frames
 Resources are allocated as per requirements of the activity
 Schedule of work activities is coordinated with personnel
concerned

Evidence Guide
Critical Aspects of Demonstrates skills and knowledge in:
Competence  Analyzing electrical and mechanical faults
 Operation and servicing procedures
 Testing and commissioning of equipment
Underpinning Demonstrates knowledge of:
Knowledge and  Electromechanical device and equipment installation
Attitudes  maintaining and servicing Industrial Electrical Machines and
Drives
 Fundamentals of troubleshooting and repair of electrical
machines and drives
 Code of practice in industrial electrical machines installation
 Basic consultancy training
 Codes of practice and guidelines for the organization
 Organizations policy and procedures for negotiations
 Decision making and conflict resolution strategies procedures
 Problem solving strategies on how to deal with unexpected
questions and attitudes during negotiation
 Flexibility
 Empathy
Underpinning Skills Demonstrates skills to:
 Trouble shoot and repair electro mechanical equipment
 Interpersonal skills to develop rapport with other parties
 Communication skills (verbal and listening)
 Observation skills
 Negotiation skills
Resources Access is required to real or appropriately simulated situations,
Implication including work areas, materials and equipment, and to information on
workplace practices and OHS practices.

Electronics & Communications Technology

Ministry of Education
Page 12 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
Methods of Competency may be assessed through:
Assessment  Interview/Written Test
 Observation/Demonstration (Simulation)
Context of Competency may be assessed in the work place or in a simulated
Assessment work place setting

Electronics & Communications Technology

Ministry of Education
Page 13 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
TOP
Occupational Standard: Electronics & Communications Technology
Management
Unit Title Manage Budgets and Financial Plan Within the Project
Unit Code EEL ECT5 04 0511
Unit Descriptor This unit deals with the skills, attitudes and knowledge required in
financial management of the project. This includes planning and
implementing financial management approaches, supporting
project team members whose role involves aspects of financial
operations, monitoring and controlling finances, and reviewing
and evaluating effectiveness of financial management processes
in line with the financial objectives of the organization.

Elements Performance Criteria

1. Plan financial 1.1 Budget/financial plans for the project are accessed
management 1.2 Budget/financial plans are clarified with relevant personnel
approaches within the organization to ensure that documented outcomes
are achievable, accurate and comprehensible
1.3 Any changes required to be made to budget/financial plans
are negotiated with relevant personnel within the
organization
1.4 Contingency plans are prepared in the event that initial
plans need to be varied
2. Implement 2.1 Relevant details of the agreed budget/financial plans are
financial disseminated to team members
management 2.2 Support is provided to ensure that team members can
approaches competently perform required roles associated with
management of finances
2.3 Resources and systems to manage financial management
processes within the work team are determined and
accessed
3. Monitor and 3.2 Processes for reporting of expenditure, income, assets,
control finances stock, consumables, equipment and wastage are
implemented across the work teams to monitor actual
expenditure and to control costs
3.3 Expenditure and costs are monitored on an agreed cyclical
basis to identify cost variations and expenditure overruns
3.4 Contingency plans are implemented, monitored and
modified as required to maintain financial objectives
4. Review and 4.1 Data and information on the effectiveness of financial
evaluate management processes within the work team are collected

Electronics & Communications Technology

Ministry of Education
Page 14 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 financial and collated for analysis
management 4.2 Data and information on the effectiveness of financial
processes management processes within the work team are analyzed
and any improvements to existing processes identified,
documented and recommended
4.3 Agreed improvements are implemented and monitored in
line with financial objectives of the work team and the
organization

Variables Range
Budget/financial  long-term budgets/plans
plans may  short-term budgets/plans
include:  operational plans
 spreadsheet-based financial projections
 cash flow projections
 targets or key performance indicators for production,
productivity, wastage, sales, income and expenditure
Relevant  supervisors, fellow frontline managers
personnel may  financial managers, accountants or financial controllers
include:
Contingency  rental, hire purchase or alternative means of procurement
plans may of required materials, equipment and stock
include:  contracting out or outsourcing human resource and other
functions or tasks
 restructuring of organization to reduce labour costs
 strategies for reducing costs, wastage, stock or
consumables
 diversification of outcomes
 recycling and re-use
 finding cheaper or lower quality raw materials and
consumables
 seeking further funding
 increasing sales or production
 risk identification, assessment and management
processes
 succession planning
Support may  documentation of procedures
include:  intranet-based information
 training including, mentoring, coaching and shadowing
 help desk or identified experts within the organization
 information briefings or sessions
 access to specialist advice
Required roles  maintaining petty cash system
may include:

Electronics & Communications Technology

Ministry of Education
Page 15 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
  purchasing and procurement
 invoicing clients, customers and consumers
 debt collection
 wages and salaries payments and record keeping
 banking
 maintaining journals, ledgers and other record keeping
systems
 arranging for use of corporate credit cards
 ensuring security, accuracy and currency of financial
operations
Resources and  hardware and software
systems may  human, physical or financial resources
include:  specialist advice or support
 record keeping systems (electronic and paper-based)
Processes for  petty cash records
reporting  logs
may include:  ledgers and journals
 spreadsheet-based records
 invoices and receipts
 bank statements
 credit card statements
 financial reports
Data and  income and expenditure
information on  cash flow data
the effectiveness  quotations
of financial  files of paid purchase and service invoices
management  job costing
processes may  employee timesheets
include  credit card receipts
records (paper-
 petty cash receipts
based and
 wages/salaries books
electronic) related
to:  invoices
 bank account records
 insurance reports
 taxation records
 contracts

Evidence Guide
Critical Aspects of Candidates must provide evidence that they are able to manage
Competence finances for the project effectively and efficiently and within
organizational and legislative requirements. This may include
evidence of managing the work of others whose roles are
associated with financial management and record keeping.

Electronics & Communications Technology

Ministry of Education
Page 16 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 Products that could be used as evidence include:
 documentation produced in managing finances,
such as:
 revised budgets
 cost estimates
 cost management plans
and strategies
 cost breakdown
structures
 expenditure forecasts
 records of cost
management lessons learned and
 recommendations for
improvements

Processes that could be used as evidence include:

 how any required changes to budgets/financial
plans
 were negotiated
 how cost management plans and contingency plans
were
 developed
 how budgets/financial plans were communicated to
team
 members
 how team members were supported in undertaking
roles
 associated with financial management
 how problems and issues with respect to finances
were
 identified and addressed
 how financial management was reviewed and
improvements acted upon
Underpinning Knowledge of –
Knowledge and  relevant legislation from all levels of government that
Attitudes affects business operation, especially in regard to occupational
health and safety and environmental issues, equal opportunity,
industrial relations and anti-discrimination
 organizational requirements related to financial
management
 organization roles in respect to financial delegations,
accountabilities and responsibilities
 requirements for organizational record keeping and audit
requirements
 organizational objectives and plans
 financial management requirements and performance
measurement

Electronics & Communications Technology

Ministry of Education
Page 17 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
  basic accounting principles
 consultative methods and processes
 the principles and techniques involved in:
 budgeting
 cash flows
 ledgers and financial
statements
 accrual accounting
concepts
 advanced numerical
calculations
 electronic spreadsheets
 attitudes (behavioral indicators):
 ethical
 communicative
 showing positive
leadership
Underpinning  ability to relate to people from a range of social, cultural
Skills and ethnic backgrounds and physical and mental abilities
 communication and training skills
 financial planning and management skills, including
budgeting
 contingency management skills
 problem solving skills
 leadership and personnel management
 monitoring and review skills
 skills in the use of specialist software for financial record
 keeping and management (if and as relevant)
Resource The following resources must be provided:
Implications  workplace or fully equipped assessment area with
necessary documentation and resources normally used in the
workplace as well as consumable materials
Methods of Competence may be assessed through:
Assessment  Interview / Oral questioning / Written Test
 Observation/Demonstration
Context of  competence may be assessed in the work place or in a
Assessment simulated work place setting
 that examples of actions taken by the candidate to
manage finances are provided

Electronics & Communications Technology

Ministry of Education
Page 18 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 Electronics & Communications Technology
Ministry of Education
Page 19 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
TOP

Occupational Standard: Electronics & Communications Technology

Management
Unit Title Manage People and Equipment Performance
Unit Code EEL ECT5 05 0511
Unit Descriptor This competency unit covers the knowledge, skills and attitude to
develop key result areas and key performance indicators and
standards, coupled with regular and timely coaching and
feedback, provide the basis for performance management of an
employees and equipment.

Elements Performance Criteria

1. Allocate work 1.1 Relevant groups and individuals are consulted on work to
be allocated and resources to be deployed
1.2 Ensure work is allocated in accordance with operational
plans
1.3 Ensure allocation of work is cost effective and appropriate
in terms of the use of internal/external labor
1.4 Performance standards, code of conduct and work
outputs and processes are confirmed prior to
commencement
1.5 Performance indicators are developed for key result
areas and agreed prior to commencement of work
1.6 Ensure supply chain of resources to work teams
established and operating effectively.
1.7 Risk analyses are undertaken in accordance with the
organizational risk management plan and legal
requirements
2. Assess 2.1 Performance management and review processes are
performance designed to be consistent with organizational objectives
and policies
2.2 Participants in the performance management and review
process are trained
2.3 Performance management processes are implemented in
accordance with planning and timelines
2.4 Coordination of people, resources and equipment are
assessed for provision of optimum results
2.5 Relevant performance reports are analyzed in details and
appropriate action undertaken to respond to performance
data

Electronics & Communications Technology

Ministry of Education
Page 20 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 2.6 Performance is monitored and evaluated on a continuous
basis
3. Provide 3.2 Informal feedback is given in a regular, timely manner
feedback 3.3 Poor performance is identified promptly and brought to the
attention of the appropriate person
3.4 On-the-job coaching is provided when necessary, both to
improve performance and confirm excellence in
performance
3.5 Documentation of performance is in accordance with
performance management system
3.6 Formal structured feedback sessions occur as necessary
and in accordance with organizational policy
4. Manage 4.1 Performance improvement and development plans are
follow-up developed in accordance with organizational policies and
with assistance from human resource specialists where
appropriate
4.2 Excellence in performance is reinforced through
recognition and continuous feedback
4.3 Individuals not meeting expectations are provided with the
necessary coaching and re-training and monitored closely
Support services are provided to meet individual needs and
circumstances
4.4 Individuals who continue to perform below expectations are
counseled and, where necessary, placed within the
disciplinary process
4.5 Terminations occur where serious misconduct or on-going
under-performance occurs
4.6 Terminations are in accordance with organizational and
legal requirements
4.7 Appropriate action to bring equipment performance to
desired level is ensured to be undertaken
4.8 Performance feedback systems are evaluated regularly and
revised as necessary
4.9 Selection, induction and training systems are evaluated
regularly and improved

Variable Range
Key result areas Those areas of project performance which are critical to the
means: overall success of the business (or section of a projects)
Key performance Those measures developed to gauge performance outcomes
indicators means: against targets

Electronics & Communications Technology

Ministry of Education
Page 21 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
Performance The level of performance sought of an individual or group which
standards means: may be expressed either quantitatively or qualitatively
Code of Conduct An agreed (or decreed) set or rules relating to employee
means: behavior/conduct with other employees or customers
Supply chain Network of people transforms into work services and then
means: finished products, and delivers them through a distribution
system. It spans work distribution; views them not as discrete
elements but interlinked.
Risk analysis a determination of the likelihood of a negative event preventing
means: the organization meeting its objectives and the likely
consequences of such an event on organizational performance
Performance  a process or set of processes for establishing a shared
management understanding of what an individual or group is to achieve,
means: and managing and developing individuals in a way which
increases the probability it will be achieved in both the short
and longer term in accordance with relevant industrial
agreements
Performance  individual or team performance
reports  equipment performance
 condition monitoring
results
 underperformance
 misuse / overuse
Excellence in  regularly and consistently exceeding the performance
performance targets established whilst meeting the organization’s
means: performance standards
Relevant groups  employees, employee representatives, employer
and individuals representatives, line managers and human resource
include: personnel

Evidence Guide
Critical Aspects of  Direct evidence of the performance management
Competence processes being undertaken is essential in the assessment of
this unit, including the linking of performance indictors to the
allocation of work and assessment of performance against
performance standards
 There must be evidence of a systematic value chain
analysis of all of the support activities of the business and the
outcomes of that analysis being translated into action
 Evidence of risk management and evaluation of
performance leading to effective remediation also needs to be
present
 Workplace coaching (informal feedback) coupled with
formal performance feedback, resulting in performance
improvement

Electronics & Communications Technology

Ministry of Education
Page 22 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
Underpinning  Relevant legislation from all levels of government that
Knowledge and affects business operation, especially in regard to
Attitudes Occupational Health and Safety and environmental issues,
equal opportunity, industrial relations and anti-discrimination
 Relevant awards and certified agreements
 Performance measurement systems utilized within the
organization
 Key result areas of the organization
 Human resource specialist assistance available
 Organizational plans and objectives (strategic, tactical and
operational)
 Human resource planning
 All legislation relevant to the organization which impacts
on people performance (including anti-discrimination laws)
 Organizational support services for employees (external
and internal)
 Electronic commerce systems
 Critical path/PERT methodology
 High reliability organizational concepts
 Energy management
 Capital investment evaluative methodology including NPV
and ROI
 Unfair dismissal rules and due process
 Staff development strategies
Underpinning  Analytical and evaluative skills to assess supply chain
Skills performance
 Performance measurement skills to develop and manage
key performance indicators
 Planning and coordination skills to ensure the people
resources and equipment work in a functional manner to
achieve optimum results
 Communication/consultation skills to ensure all relevant
groups and individuals are advised of what is occurring and
are provided with an opportunity for input
 Performance management skills to ensure objectives,
outcomes and outputs are delivered on time, within budget,
and incident free
 Systems analysis and design skills to ensure that system
measure performance in a timely way
 Coaching and training skills to remediate any under-
performance present in the work group or individuals
 Ability to relate to people from a range of social, cultural
and ethnic backgrounds and physical and mental abilities
Resource The following resources must be provided:
Implications  workplace or fully equipped assessment location with
necessary tools and equipment as well as consumable
materials

Electronics & Communications Technology

Ministry of Education
Page 23 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
Methods of Competence may be assessed through:
Assessment  Interview / Oral questioning / Written Test
 Observation/Demonstration with oral questioning
Context of Competence may be assessed in the work place or in a simulated
Assessment work place setting

Electronics & Communications Technology

Ministry of Education
Page 24 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 TOP

Unit of competence Compile and produce a biomedical equipment report.

Title
Unit Code EEL ECT5 06 0511
Unit Descriptor This unit covers complying and producing a biomedical
equipment technology report. It encompasses determining the
safety requirements are met and all regulatory responsibilities are
adhered to. The person competent in this unit must demonstrate
an ability to identify information sources and collect and analyze
and format information applicable to the biomedical equipment
industry and produce a report as required.

Elements Performance criteria

1 Prepare to develop a 1.1 OHS processes and procedures for a given work area are
report identified, obtained and understood.
1.2 Established techniques for report writing are reviewed are
adopted in accordance with organization policies.
1.3 The scope of the report is evaluated and report parameters
established using a formal evaluation/survey processes.
1.4 Criteria from other related works impacting on the report are
determined from other sources.
1.5 Identify source and availability of information
2. Develop report. 2 2.1 Report is developed to include scenarios/requirements
established in consultation with appropriate person(s), and
regulatory requirements.
2.2 Report is developed in collaboration with all relevant
personnel.
2.3 Competent persons are identified to assist in the compilation
of the report.
2.4 Report is reviewed against all inputs and adjusted to rectify
any anomalies.
2.5 Compile report in accordance with organization policies and
procedures.
2.6 Compile and analyze research report information
3 Obtain approval for 3.1 Report is presented and discussed with person(s) of higher
final report authority.
3.2 Alterations to the report resulting from the
presentation/discussion are negotiated with person(s) of
higher authority within the constraints of organization policy.
3.3 Final report is presented and approval obtained from
appropriate person(s).

Range Variables Description

Unit Scope This unit of competency is typically performed by high-level
technicians, working as part of a product/application/service
research and/or design, development and implementation team.
This generally involves working closely with a range of

Electronics & Communications Technology

Ministry of Education
Page 25 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 management and production/operations personnel and requires
balancing the business and technical sides of the research
process.
Occupational Health and Apply OH&S requirements in accordance with regulations/codes
safety(OHS) of practice and enterprise safety policies and procedures. This
may include:
- Using of relevant protective clothing and equipment,
- use of tooling and equipment, workplace environment and
safety handling of material,
- use of fire fighting equipment, enterprise first aid, hazard
control and hazardous materials and substances.
- Using Chemical prove gowns, rubber boots of appropriate
size, Goggles, respirators, helmet, and head phones ,
gloves etc,
- Following Occupational health and safety procedures
designated for the task
- Checking and fulfilling required safety devices before
starting operation
Apply safe operating procedures regarding:
- electrical safety,
- machinery movement and operation,
- manual and mechanical lifting and shifting,
- working in proximity to others and site visitors.
Apply emergency procedures :
- emergency shutdown and sping of equipment,
- using extinguishing fires, first aid application and site
evacuation
Tools and Equipment Computer, printer and auxiliary equipments
Types and sources of Manual, catalogues, internet, equipment-performance and
information manufacturer’s information background; procurement directives,
regulatory information & standards, and senior expertise,
reference books, enterprise quality management system
procedures
Required knowledge The extent of the essential knowledge and associated skills
(EKAS) required is given. It forms an integral part of this unit.
A. Enterprise communication methods
B. Enterprise work activities records
C. Computer use basics
D. Engineering analysis, decision making and reporting
E. Research concepts
F. Working in a team
G. Data collection techniques
H. Data analysis and presentation
I. Occupational Health and Safety, enterprise responsibilities

Electronics & Communications Technology

Ministry of Education
Page 26 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
Evidence Guide Description
Critical aspects of A representative body of performance criteria demonstrated
Assessment within the timeframes typically expected of the discipline, work
function and industrial environment. In particular this shall
incorporate evidence that shows a candidate is able to:
 Implement Occupational
Health and Safety workplace procedures and practices,
including the use of risk control measures as specified in
the performance criteria and range statement
 Apply sustainable
energy principles and practices as specified in the
performance criteria and range statement
 Demonstrate an
understanding of the essential knowledge and associated
skills as described in this unit . It may be required by some
jurisdictions that RTOs provide a percentile graded result
for the purpose of regulatory or licensing requirements.
 Demonstrate an
appropriate level of skills enabling employment
 Conduct work observing
the relevant Anti Discrimination legislation, regulations,
polices and workplace procedures
Demonstrated consistent performance across a representative
range of contexts from the prescribed items below:
Compile and produce an electro technology report as described
in unit scope and including:
 Typical organisation policies and procedures.
 Access to a report brief to established report
parameters.
 Access to appropriate person(s) to establish report
requirements.
 Establishing the scope and parameters of the
report.
 Determining the impact of other related works.
 Developing design brief incorporating scenarios and
all requirements.
 Appropriate computer application.
 Identifying competencies required for the report.
 Documenting report proposal.
 Negotiating alterations to the proposed report
successfully.
Resource Implications The following resources MUST be provided:
- Workplace or fully equipped assessment location with 1

Electronics & Communications Technology

Ministry of Education
Page 27 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 necessary tools and equipment as well as consumable
materials
- Approved assessment tools
- Certified assessor /Assessor’s panel
Methods of assessment Competency may be assessed through:
 Practical assessment
o Technical Interview/oral questioning
o Practical demonstration
o Simulation by off site practical test
o Structured Observation of work
 Theoretical exam
 Supervisor report
 Portfolio Assessment (Eg Certificate from training
providers)
Context of assessment  Competency may be assessed in the work place or
in a simulated work place setting
 The unit of competency should be assessed in
conjunction with other relevant units in this occupation.

Electronics & Communications Technology

Ministry of Education
Page 28 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 TOP

Unit of competence Manage risk in Biomedical Equipment technology activities

Title
Unit of competence EEL ECT5 07 0511
Code
Unit Descriptor This unit covers managing risk related to OHS, environment,
resources and financial viability. It encompasses identifying risk
events, the likelihood and consequences of such events,
evaluating risk, risk management planning and mitigation of risk.

Elements Performance criteria

1 .Identify risks and 1.1 OHS policies, processes and procedures for a given work
develop management area are identified, obtained and understood.
strategies 1.2 The extent of a program or project is established from design
brief, specification and/or other relevant documentation and
from discussions with appropriate person(s).
1.3 Potential, perceived and actual risk events are identified,
documented and analyzed, in consultation with risk
professionals and appropriate other person(s) in accordance
with organization policies and procedures.
1.4 Risk management methods, tools and techniques are used to
assist in the analysis and reporting of identified risk events.
1.5 Risk management techniques are used to analyze risk
events, assess options and recommend risk approaches to
appropriate person(s) for approval.
1.6 Risk management processes and procedures are developed
and agreed to by all stakeholders and communicated to
ensure clarity of understanding and ongoing management of
risk factors.
1.7 OHS risk control measure are incorporated in the in the in the
risk management strategies in compliance with organisation’s
OHS policy and regulations.
2 Implement and monitor 2.1 Risk management processes and procedures are
risk management incorporated into work and project plans to ensure common
strategies approach achieving outcomes.
2.2 Activities are monitored against programs and projects plans
to identify and respond to variations in accordance with risk
management processes and procedures.
2.3 Agreed risk responses are implemented and plans modified
to reflect changing project objectives in an environment of
uncertainty.

Electronics & Communications Technology

Ministry of Education
Page 29 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
3 Evaluate risk 3.1 Project outcomes are reviewed wit appropriate person(s) to
management strategies. determine effectiveness of risk management processes and
procedures.
3.2 Risk issues and recommended improvements are identified,
documented and passed to appropriate person(s) for approval
to incorporate them into ongoing programs and future program
and project and plans.

Range Variables Description

Unit Scope This unit shall be demonstrated in managing risk in relation to a
program or an individual project.
Generic terms used throughout this Vocational Standard shall be
regarded as part of the Range Statement in which competency is
demonstrated.
Occupational Health and Apply OH&S requirements in accordance with regulations/codes
safety(OHS) of practice and enterprise safety policies and procedures. This
may include:
- Using of relevant protective clothing and equipment,
- use of tooling and equipment, workplace environment and
safety handling of material,
- use of fire fighting equipment, enterprise first aid, hazard
control and hazardous materials and substances.
- Using Chemical prove gowns, rubber boots of appropriate
size, Goggles, respirators, helmet, and head phones ,
gloves etc,
- Following Occupational health and safety procedures
designated for the task
- Checking and fulfilling required safety devices before
starting operation
Apply safe operating procedures regarding:
- electrical safety,
- machinery movement and operation,
- manual and mechanical lifting and shifting,
- working in proximity to others and site visitors.
Apply emergency procedures :
- emergency shutdown and sping of equipment,
- using extinguishing fires, first aid application and site
evacuation
Tools and Equipment Computer, printer and auxiliary equipments
Types and sources of Manual, catalogues, internet, equipment-performance and
information manufacturer’s information background; procurement directives,
regulatory information & standards, and senior expertise,

Electronics & Communications Technology

Ministry of Education
Page 30 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 reference books, enterprise quality management system
procedures
Required knowledge The extent of the essential knowledge and associated skills
(EKAS) required is given. It forms an integral part of this unit.
A. Risk management, application and techniques
B. Occupational Health and Safety, organizational
responsibilities

Evidence Guide Description

Critical aspects of A representative body of performance criteria demonstrated
Assessment within the timeframes typically expected of the discipline, work
function and industrial environment. In particular this shall
incorporate evidence that shows a candidate is able to:
 Implement Occupational
Health and Safety workplace procedures and practices,
including the use of risk control measures as specified in
the performance criteria and range statement
 Apply sustainable
energy principles and practices as specified in the
performance criteria and range statement
 Demonstrate an
understanding of the essential knowledge and associated
skills as described in this unit . It may be required by some
jurisdictions that RTOs provide a percentile graded result
for the purpose of regulatory or licensing requirements.
 Demonstrate an
appropriate level of skills enabling employment
 Conduct work observing
the relevant Anti Discrimination legislation, regulations,
polices and workplace procedures
Demonstrated consistent performance across a representative
range of contexts from the prescribed items below:
Manage risk in electro technology activities as described in unit of
scope and including:
 Identifying potential, perceived and actual risk
events.
 Using risk management methods, tools and
techniques in analysis and reporting.
 Incorporating risk management processes and
procedures into program and project plans.
 Monitoring and responding risk events effectively.
 Identifying improvements and documenting

Electronics & Communications Technology

Ministry of Education
Page 31 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 recommendation for their inclusion in ongoing or future
programs and projects.
 Dealing with unplanned events by drawing on
essential knowledge and skills to provide appropriate
solutions incorporated in a holistic assessment with the
above listed items.
Resource Implications 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
Methods of assessment Competency may be assessed through:
 Practical assessment
o Technical Interview/oral questioning
o Practical demonstration
o Simulation by off site practical test
o Structured Observation of work
 Theoretical exam
 Supervisor report
 Portfolio Assessment (Eg Certificate from training
providers)
Context of assessment  Competency may be assessed in the work place or
in a simulated work place setting
 The unit of competency should be assessed in
conjunction with other relevant units in this occupation.

Electronics & Communications Technology

Ministry of Education
Page 32 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
TOP

Occupational Standard: Electronics & Communications Technology Management

Unit Title Facilitate and Capitalize on Change and Innovation
Unit Code EEL ECT5 08 0511
Unit Descriptor This unit specifies the outcomes required to plan and manage
the introduction and facilitation of change; particular emphasis
is on the development of creative and flexible approaches, and
on managing emerging opportunities and challenges.

Elements Performance Criteria

1. Participate in 1.1 Manager contributes effectively to the organization’s

planning the planning processes to introduce and facilitate change
introduction and 1.2 Plans to introduce change are made in consultation with
facilitation of appropriate stakeholders
change
1.3 Organization’s objectives and plans to introduce change
are communicated effectively to individuals and teams
2. Develop creative 2.1 Variety of approaches to managing workplace issues and
and flexible problems are identified and analyzed
approaches and 2.2 Risks are identified and assessed, and action initiated to
solutions manage these to achieve a recognized benefit or
advantage to the organization
2.3 Workplace is managed in a way which promotes the
development of innovative approaches and outcomes
2.4 Creative and responsive approaches to resource
management improve productivity and services, and/or
reduce costs
3. Manage emerging 3.1 Individuals and teams are supported to respond effectively
challenges and and efficiently to changes in the organization’s goals, plans
opportunities and priorities
3.2 Coaching and mentoring assist individuals and teams to
develop competencies to handle change efficiently and
effectively
3.3 Opportunities are identified and taken as appropriate, to
make adjustments and to respond to the changing needs
of customers and the organization
3.4 Information needs of individuals and teams are
anticipated and facilitated as part of change

Electronics & Communications Technology

Ministry of Education
Page 33 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 implementation and management
3.5 Recommendations for improving the methods and
techniques to manage change are identified, evaluated
and negotiated with appropriate individuals and groups

Variables Range
Manager a person with frontline management roles and
responsibilities, regardless of the title of their position
Appropriate those individuals and organizations who have a stake in the
stakeholders may refer change and innovation being planned, including:
to:  organization directors and other relevant managers
 teams and individual employees who are both directly
and indirectly involved in the proposed change
 union/employee representatives or groups
 OHS committees
 other people with specialist responsibilities
 external stakeholders where appropriate - such as
clients, suppliers, industry associations, regulatory and
licensing agencies
Risks may refer to:  any event, process or action that may result in goals
and objectives of the organization not being met
 any adverse impact on individuals or the organization
 various risks identified in a risk management process
Information needs may  new and emerging workplace issues
include:  implications for current work roles and practices
including training and development
 changes relative to workplace legislation, such as
OHS, workplace data such as productivity, inputs/outputs
and future projections
 planning documents
 reports
 market trend data
 scenario plans
 customer/competitor data

Evidence Guide
Critical Aspects of  Planning the introduction and facilitation of change
Competence  Developing creative and flexible approaches and
solutions

Electronics & Communications Technology

Ministry of Education
Page 34 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
  Managing emerging challenges and opportunities
Underpinning  Relevant legislation from all levels of government that
Knowledge and affects business operation, especially in regard to
Attitudes occupational health and safety and environmental issues,
equal opportunity, industrial relations and anti-
discrimination
 the principles and techniques involved in:
 change and
innovation management
 development of
strategies and procedures to implement and facilitate
change and innovation
 use of risk
management strategies: identifying hazards,
 assessing risks and implementing risk control
measures
 problem identification
and resolution
 leadership and
mentoring techniques
 management of
quality customer service delivery
 consultation and
communication techniques
 record keeping and
management methods
 the sources of
change and how they impact
 factors which lead/cause resistance to change
 approaches to managing workplace issues
Underpinning Skills  Communication skills
 Planning work
 Managing risk
Resources Implication The following resources must be provided:
 Workplace or fully equipped assessment location with
necessary tools, equipment and consumable materials
Assessment Methods Competence may be assessed through:
 Interview
 Observation/Demonstration
Context of Competence may be assessed in the work place or in a
Assessment simulated work place setting

Electronics & Communications Technology

Ministry of Education
Page 35 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 Electronics & Communications Technology
Ministry of Education
Page 36 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
TOP

Occupational Standard: Electronics & Communications Technology

Management
Unit Title Practice Career Professionalism
Unit Code EEL ECT5 09 0511
Unit Descriptor This unit covers the knowledge, skills and attitudes in promoting
career growth and advancement.

Elements Performance Criteria

1. Integrate 1.1 Personal growth and work plans are pursued towards
personal improving the qualifications set for the profession
objectives with 1.2 Intra- and interpersonal relationships are maintained in the
organizational course of managing oneself based on performance
goals evaluation
1.3 Commitment to the organization and its goal is
demonstrated in the performance of duties
2. Set and meet 2.1 Competing demands are prioritized to achieve personal,
work priorities team and organizational goals and objectives.
2.2 Resources are utilized efficiently and effectively to
manage work priorities and commitments
2.3 Practices along economic use and maintenance of
equipment and facilities are followed as per established
procedures
3. Maintain 3.1 Trainings and career opportunities are identified and
professional availed of based on job requirements
growth and 3.2 Recognitions are sought/received and demonstrated as
development proof of career advancement
3.3 Licenses and/or certifications relevant to job and career
are obtained and renewed

Variables Range
Evaluation  Performance Appraisal
 Psychological Profile
 Aptitude Tests
Resources  Human
 Financial
 Technology
 Hardware
 Software

Electronics & Communications Technology

Ministry of Education
Page 37 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 Trainings and  Participation in training programs
career  Technical
opportunities  Supervisory
 Managerial
 Continuing Education
 Serving as Resource Persons in conferences and
workshops
Recognitions  Recommendations
 Citations
 Certificate of Appreciations
 Commendations
 Awards
 Tangible and Intangible
Rewards
Licenses and/or  National Certificates
certifications  Certificate of Competence
Support Level Licenses
 Professional Licenses

Evidence Guide
Critical aspects of Assessment requires evidence that the candidate:
Competency  Attained job targets within key result areas (KRAs)
 Maintained intra - and interpersonal relationship in the
course of managing oneself based on performance evaluation
 Completed trainings and career opportunities which are
based on the requirements of the industries
 Acquired and maintained licenses and/or certifications
according to the requirement of the qualification
Underpinning  Work values and ethics (Code of Conduct, Code of Ethics,
Knowledge etc.)
 Company policies
 Company operations, procedures and standards
 Fundamental rights at work including gender sensitivity
 Personal hygiene practices
Underpinning  Appropriate practice of personal hygiene
Skills  Intra and Interpersonal skills
 Communication skills
4. Resource The following resources must be provided:
Implications Workplace or assessment location
 Case studies/scenarios
5. Methods of Competency may be assessed through:
Assessment Interview / Exams and Tests
Simulation/Role-plays
Observation / demonstration
6. Context for Competency may be assessed in the work place or in a simulated

Electronics & Communications Technology

Ministry of Education
Page 38 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
Assessment work place setting

Electronics & Communications Technology

Ministry of Education
Page 39 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 Electronics & Communications Technology
Ministry of Education
Page 40 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
TOP

Occupational Standard: Electronics & Communications Technology

Management
Unit Title Establish and Conduct Business Relationships
Unit Code EEL ECT5 10 0511
Unit Descriptor This unit covers the skills, attitudes and knowledge required to
manage business relationship with customers within the industry
context.

Elements Performance Criteria

1. Establish 1.1 Welcoming customer environment is maintained

contact with 1.2 Customer is greeted warmly according to enterprise policies
customer and procedures
1.3 Effective service environment is created through verbal and
non-verbal presentation according to enterprise policies and
procedures
1.4 Customer data is maintained to ensure database relevance
and currency
1.5 Information on customers and service history is gathered
for analysis
1.6 Opportunities to maintain regular contact with customers
are identified and taken up
2. Clarify needs 2.1 Customer needs are determined through questioning and
of customer active listening
2.2 Customer needs are accurately assessed against the
products/services of the enterprise
2.3 Customer details are documented clearly and accurately in
required format
2.4 Conduct negotiations in a business-like and professional
manner
2.5 Maximize benefits for all parties in the negotiation through
use of established techniques and in the context of
establishing long term relationships
2.6 Communicate the results of negotiations to appropriate
colleagues and stakeholders within appropriate timeframes
3. Provide 3.1 Features and benefits of products/services provided by the
information and enterprise are described/recommended to meet customer
advice needs
3.2 Information to satisfy customer needs is provided

Electronics & Communications Technology

Ministry of Education
Page 41 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 3.3 Alternative sources of information/advice are discussed with
the customer
4. Foster and 4.1 Pro-actively seek, review and act upon information needed
maintain to maintain sound business relationships.
business 4.2 Honor agreements within the scope of individual
relationships responsibility.
4.3 Make adjustments to agreements in consultation with the
customer and share information with appropriate
colleagues.
4.4 Nurture relationships through regular contact and use of
effective interpersonal and communication styles.

Variables Range
Opportunities to  informal social occasions
maintain  industry functions
regular contact  association membership
with customers  co-operative promotions
may include:  program of regular telephone contact
Negotiation  identification of goals, limits
techniques  clarification of needs of all parties
 identifying points of agreement and points of difference
 preparatory research of facts
 active listening and questioning
 non-verbal communication techniques
 appropriate language
 bargaining
 developing options
 confirming agreements
 appropriate cultural behavior

Evidence Guide
Critical Aspects of It is essential that competence is fully observed and there is
Competence ability to transfer competence to changing circumstances and to
respond to unusual situations in the critical aspects of:
 consistently applying enterprise policies and procedures
and industry codes of practice in regard to customer service
 providing a quality service environment by treating
customers in a courteous and professional manner through all
stages of the procedure
 using effective questioning/active listening and
observation skills to identify customer needs
 communicating effectively with others involved in or

Electronics & Communications Technology

Ministry of Education
Page 42 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard
 affected by the work
 maintaining relevant and current customer databases in
accordance with enterprise policies and procedures
 ability to build and maintain relationships to achieve
successful business outcomes
Required  Operational knowledge of enterprise policies and
knowledge procedures in regard to:
 customer service
 dealing with difficult
customers
 maintenance of
customer databases
 allocated
duties/responsibilities
 General knowledge of
the range of enterprise merchandise and services, location
of telephone extensions and departments/sections
 Basic operational knowledge of legislation and statutory
requirements, including consumer law, trade practices and
fair trading legislation
 Basic operational knowledge of industry/workplace codes
of practice in relation to customer service
 negotiation and communication techniques appropriate to
negotiations that may be of significant commercial value
Underpinning  Use workplace technology related to use of customer
Skills database
 Collect, organize and understand information related to
collating and analyzing customer information to identify needs
 Communicate ideas and information
 Plan and organize activities concerning information for
database entries
 Use mathematical ideas and techniques to plan database
cells and size
 Establish diagnostic processes which identify and
recommend improvements to customer service
Resources The following should be made available:
Implication  a workplace or simulated workplace
 documentation, such as enterprise policy and procedure
manuals relating to customer service
Assessment Competence may be assessed through:
Methods  Interview / Written Test
 Observation/Demonstration with Oral Questioning
Context of Elements of competence contain both knowledge and practical
Assessment components. Knowledge components may be assessed off the
job. Practical components should be assessed on the job or in a
simulated work environment.

Electronics & Communications Technology

Ministry of Education
Page 43 Management L-IV May 2011
Copyright
Ethiopia Occupational Standard