facilitate

Facilitate Learning Session

Date Developed: November 2012

Date Revised:

FCCA

November 2012

Developed by: Remegel Bristol

Document No. Issued by: NTUi-TI

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Date Developed: November 2012

Date Revised:

FCCA

November 2012

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Date Developed: November 2012

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FCCA

November 2012

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INSTITUTIONAL ASSESSMENT TOOLS

Date Developed: November 2012

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FCCA

November 2012

Developed by: Remegel Bristol

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Date Developed: November 2012

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FCCA

November 2012

Developed by: Remegel Bristol

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Date Developed: November 2012

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FCCA

November 2012

Developed by: Remegel Bristol

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Date Developed: November 2012

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FCCA

November 2012

Developed by: Remegel Bristol

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Date Developed: November 2012

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FCCA

November 2012

Developed by: Remegel Bristol

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INSTITUTIONAL COMPETENCY ASSESSMENT SCHEDULE Dear Trainee: If you believe you are ready for assessment to verify your accomplishment of a unit competency or learning outcome, please print your name, the unit of competency or learning outcome where you wished to be assessed, and when would you like to be assessed including the time. This will guide your trainer in setting your assessment. Thank you.

Date Developed: November 2012

Date Revised:

FCCA

November 2012

Developed by: Remegel Bristol

Doc Issue

Date Developed: November 2012

Date Revised:

FCCA

November 2012

Developed by: Remegel Bristol

Doc Issue

Institutional Rating Sheets for Observation

Candidate name: Assessor name: Assessment Center: Qualification: Unit of Competency: Instructions for the assessor: 1. Observe the candidate deliver Quality Customer Service. 2. Describe the assessment activity and the date on which it was Date Developed: November 2012

Date Revised:

FCCA

November 2012

Developed by: Remegel Bristol

Doc Issue

undertaken. 3. Place a tick in the box to show that the candidate completed each aspect of the activity to the standard expected in the enterprise. 4. Ask the candidate all the questions on the attached list to confirm his/her underpinning knowledge. 5. Place a tick in the box to show that the candidate answered the questions correctly. 6. Complete the feedback sections of the form. Date of observation Description of assessment activity Location of assessment activity

Did the candidate...



To show if evidence is observed

Communicate effectively using a variety of contexts & formats, which include writing, speaking, and reading. Demonstrate basic customer service skills that include determining customer needs and expectations related to product and/or service. Demonstrate interpersonal skills – actively listens appropriately.

communications and responds

Apply critical thinking and creative problem solving skills in exploring potential solutions/methods. Demonstrate Up selling and Cross Selling Skills

Date Developed: November 2012

Date Revised:

FCCA

November 2012

Developed by: Remegel Bristol

Doc Issue

Demonstrate basic computer and typing skills Demonstrate knowledge on privacy laws for using and protecting information obtained from the customer. Showed empathy by acknowledging the customer’s feelings, acknowledging the situation and providing appropriate response. Gave a good first and last impression Did the candidate's overall performance meet the standard?

YES

NO

Pre-Test & Post Test

FCCA

Date Developed: November 2012

Date Revised:

November 2012

Developed by: Remegel Bristol

Doc Issue

Date Developed: November 2012

Date Revised:

FCCA

November 2012

Developed by: Remegel Bristol

Doc Issue