B.

Modules of Instruction

Basic Competencies

Unit of Competency: PARTICIPATE IN WORKPLACE COMMUNICATION

Modules Title: PARTICIPATING IN WORKPLACE COMMUNICATION

Module Descriptor: This unit covers the knowledge, skills and attitudes required to gather,
interpret and convey information in response to workplace requirements.

Nominal Duration: 40 hours

Summary of Learning Outcomes:

LO1. _____________________________________________________
LO2. _____________________________________________________
LO3. _____________________________________________________

Details of Learning Outcomes:

LO1 . ________________________________________________________________

Contents Conditions Methodologies Assessment

Methods

LO2 . _________________________________________________________________

Contents Conditions Methodologies Assessment

Methods

LO3 . _________________________________________________________________
 Contents Conditions Methodologies Assessment
Methods

( Note: Copy format for modules of instructions for Common and Core Competencies)

Basic Competencies: __________________________________________________

Unit of Competency: PARTICIPATE IN WORKPLACE

COMMUNICATION
Module Title: PARTICIPATING IN WORKPLACE COMMUNICATION

Module Descriptor: This module covers the knowledge, skills and

attitudes required to gather, interpret and convey information in response
to workplace requirements
Nominal Duration: 4 hrs
Summary of Learning Outcomes:
LO1. Obtain and convey workplace information.
LO2. Participate in workplace meetings and discussions.
LO3. Complete relevant work related documents.

Details of Learning Outcomes:

LO1: Obtain and convey workplace information.

Contents Conditions Methodologie Assessment

s Methods
 Effective The  Self-  Demonstr
communicati students/trainees paced/ ation
on must be provided Modular  Oral
 Different with the following:  Lecture / Interview
modes of  Equipments Discussio or
communicati - Laptop n questioni
on - Desktop  E-Media ng
 Written - Projector  Group  Written
 communicati -Whiteboard discussion examinati
on -Telephone on
 Organization -Fax machine  Actual
al policies -Internet demonstr
 Sources of Connection ation
information  Materials
 Types of - Learning
question materials
 Medium of - Whiteboard
communicati marker
on Papers and pens
 Flow of
communicati
on
 Storage
system
 Telephone
courtesy

LO2: Participate in workplace meetings and discussions.

Contents Conditions Methodologies Assessment

Methods
 Communicati The  Self-paced/  Demonstra
on students/trainees Modular tion
procedures must be provided  Discussion  Oral
and systems with the following: Interaction Interview
 Meeting  Equipments or
protocols - Laptop questionin
 Nature of - Desktop g
workplace - Projector Written
meetings - Whiteboard examination
 Barriers of - Telephone
communicati - Fax
on machine
 Workplace - Internet
interactions Connection
Non verbal  Materials
communication - Learning
materials
- Whiteboard
marker
Papers and pens
 LO3: Complete relevant work related documents.

Contents Conditions Methodologies Assessment

Methods
 Technology The  Self-paced/
relevant to students/trainees Modular
the must be provided  Discussion
enterprise with the following: Interaction
and the  Equipments
individual’s - Laptop
work - Desktop
 Types of - Projector
workplace - Whiteboard
documents - Telephone
and forms - Fax machine
 Basic - Internet
mathematic Connection
al concepts  Materials
 Kinds of - Learning
workplace materials
report - Whiteboard
marker
Papers and pens
(Note: Copy Format for Modules of Instructions for Common and
Core Competencies)
 Common competency
Unit of Competency: WORK IN TEAM ENVIRONMENT
Module Title: WORKING IN TEAM ENVIRONMENT
Module Descriptor: This module covers the skills, knowledge and
attitudes to identify role and responsibility as a member of a team.
Nominal Duration: 4 hrs
Summary of Learning Outcomes:
LO1: Describe team role and scope
LO2: Identify own role and responsibility within team
LO3: Work as a team member

Details of Learning Outcomes:

LO1: Describe team role and scope

Contents Conditions Methodologies Assessment

Methods
 Team The  Self-  Demonstration
roles students/trainees paced/  Written
 Definit must be provided Modular Examination
ion of with the following:  Group  Interview/
Team  Equipments Discussion question
 Differe - Laptop  E-Media
nce - Desktop  Active
between - Projector Discussion
team - Whiteboa
and rd
 group  Materials
 Differe - Learning
nt materials
sources - Whiteboa
of rd
informati marker
on Papers and pens
 Objectiv
es and
goals of
team

LO2: Identify own role and responsibility within team

Contents Conditions Methodologie Assessment

s Methods
 Team The  Self-  Demonstration
structures students/trainee paced/  Oral Interview
 Team s must be Modular or questioning
structure provided with  Lecture /  Written
 Roles and the following: Discussio examination
responsibilit  Equipment n
y of team s  E-Media
members - Laptop  Group
 Teams in - Desktop discussio
work - Projector n
environmen - Whiteboa  Actual
t rd demonstr
 Fundament - Telephon ation
al rights at e
work - Fax
including machine
gender - Internet
sensitivity Connecti
on
 Materials
- Learning
materials
- Whiteboa
rd
marker
Papers and pens

LO3: Work as a team member

Contents Conditions Methodologie Assessment

 s Methods
 Communica The  Self-  Demonstration
tion process students/trainee paced/  Oral Interview
 Group s must be Modular or questioning
planning provided with  Lecture /  Written
and the following: Discussio examination
decision  Equipment n
making s  E-Media
 Team goals - Laptop  Group
and - Desktop discussio
objectives - Projector n
 Understandi - Whitebo  Actual
ng ard demonstr
individual - Telephon ation
competenci e
es relative - Fax
to machine
teamwork - Internet
 Types of Connecti
individuals on
Role of  Materials
leaders - Learning
materials
- Whitebo
ard
marker
Papers and pens
 Coommon Competency

Unit of Competency: PRACTICING CAREER PROFESSIONALISM

Module Title: PRACTICE CAREER PROFESSIONALISM
Module Descriptor: This module covers the knowledge; skills and
attitudes in promoting career growth and advancement, specifically to
integrate personal objectives with organizational goals set and meet work
priorities and maintain professional growth and development.
Nominal Duration: 5 hrs
Summary of Learning Outcomes:
LO1: Integrate personal objectives with organizational goals
LO2. Set and meet work priorities
LO3. Maintain professional growth and development

Details of Learning Outcomes:

LO1: Integrate personal objectives with organizational goals

Contents Conditions Methodologi Assessment

es Methods
 Work values The  Self-  Demonstratio
and ethics students/trainees paced/ n
(Code of must be provided Modular  Written
Conduct, with the  Lecture Examination
Code of following: /  Interview/
Ethics, etc.)  Equipments Discussi question
 Understandin - Laptop on
g personal - Desktop  E-Media
objectives - Projector  Group
 Understandin - Whiteboar discussi
g d on
organizational - Telephone  Actual
goals - Fax demons
 Difference machine tration
between intra - Internet
and Connectio
interpersonal n
 relationship  Materials
 Performance - Learning
evaluation materials
- Whiteboar
d marker
- Papers
and pens

LO2: Set and meet work priorities

Contents Conditions Methodologi Assessment

es Methods
 Company The  Self-  Demonstratio
policies students/trainees paced/ n
 must be provided Modular  Oral Interview
Company with the following:  Lecture / or questioning
operation  Equipments Discussi  Written
s, - Laptop on examination
procedur - Desktop  E-Media
es and - Projector  Group
standards - Whiteboard discussio
 Time - Telephone n
manage - Fax machine  Actual
ment - Internet demonst
 Basic Connection ration
strategic  Materials
planning - Learning
concepts materials
 Resource - Whiteboard
utilization marker
and Papers and pens
manage
ment

LO3: Work as a team member

Contents Conditions Methodologi Assessment

es Methods
 Career The  Self-  Demonstratio
developme students/trainees paced/ n
nt must be provided Modular  Oral Interview
opportuniti with the following:  Lecture or
es  Equipments / questioning
 Company - Laptop Discussi  Written
recognition - Desktop on examination
and - Projector  E-Media
incentives - Whiteboard  Group
 Information - Telephone discussi
on relevant - Fax machine on
licenses - Internet  Actual
and or Connection demonst
certification  Materials ration
s - Learning
 Determinin materials
g personal - Whiteboard
career marker
developme Papers and pens
nt needs
Identifying
career
opportuniti
es

Unit of Competency: PRACTICE OCCUPATIONAL HEALTH AND SAFETY

PROCEDURES
Module Title: PRACTICE OCCUPATIONAL HEALTH AND
SAFETY PROCEDURES
Module Descriptor: This module covers the knowledge, skills and
attitudes required to comply with the regulatory and organizational
requirements for occupational health and safety such as identifying,
evaluating and maintaining occupational health and safety (OHS)
awareness.
Nominal Duration: 5 hrs
Summary of Learning Outcomes:
LO1. Identity hazards and risks
LO2. Evaluate hazards and risks
LO3. Control hazards and risks
LO4. Maintain occupational health and safety awareness

Details of Learning Outcomes:

LO1: Identity hazards and risks

Contents Conditions Methodologies Assessment

Methods
 Hazards The students/trainees -Self-Paced/  Demonstr
and risks must be provided Modular ation
 identificati with the following: -Interactive  Written
on and Workplace lecture Examinati
control Equipments -Symposium on
 Organizati -Laptop -Group dynamics  Interview/
onal -Desktop -E-Media question
safety and -Projector
health -Whiteboard
protocol -Personal
 OHS protective
indicators equipment (PPE)
 Organizati Goggle
onal  Mask
contingen  Gloves
cy  Goggle
practices  Hair
Net/cap/bonnet
 Face mask/shield
 Ear muffs
 Apron/Gown/
coverall/jump
suit
 Anti-
static
suits
- Fire
Extingui
sher
 Materials
- Learning
materials
- Whiteboard
marker
- Papers and
pens

LO2: Evaluate hazards and risks

Contents Conditions Methodologies Assessment

Methods
 TLV table The students/trainees  Self-  Situation
 Effects of must be provided with the Paced/ analysis
hazards following: Modular  Intervie
in the  Workplace  Interactive w
workplac  Equipments -lecture  Practical
e - Laptop  Simulation examina
 ECC - Desktop  Symposiu tion
Regulati - Projector m  Written
ons - Whiteboard  Group examina
 Reportin  Materials dynamics tion
g safety - Learning  E-Media
hazards materials
- Whiteboard
marker
Papers and pens

LO3: Control hazards and risks

Contents Conditions Methodologies Assessment

Methods
 Safety The students/trainees  Self-  Situation
regulations must be provided Paced/ analysis
- Clea with the following: Modular  Interview
n air  Workplace  Interactive  Practical
act  Equipments -lecture examinat
- Elect - Laptop  Simulation ion
rical - Desktop  Symposiu  Written
and - Projector m examinat
fire - Whiteboard  Group ion
safet - Personal dynamics
y protective  E-Media
code equipment
- Wast (PPE)
e  Goggl
man e
age  Mask
ment  Gloves
- Disa  Goggl
ster es
prep  Hair
ared Net/ca
ness p/bon
and net
man  Face
age mask/
ment shield
 Personal  Ear
hygiene muffs
practices  Apron/
 Organizati Gown/
on safety covera
 and health ll/jump
protocol suit
 Company  Anti-
emergenc static
y suits
procedure  Materials
practices - Learning
materials
- Whiteboard
marker
- Papers and
pens

LO4. Maintain occupational health and safety awareness

Contents Conditions Methodologies Assessment

Methods
 Safety and The  Self-Paced/  Situation
health students/trai Modular analysis
consciousn nees must  Interactive -  Intervie
ess be provided lecture w
 Informatio with the  Simulation  Practical
n on following:  Symposium examina
emergency  Workplace  Group dynamic tion
-related  Equipments  E-Media  Written
drills - Laptop examina
 Emergency - Deskto tion
-related p
drills and - Project
training or
 Proper - Whiteb
maintenan oard
ce of PPE  Materials
 Methods of - Learnin
filing OHS g
personal materi
record als
- Whiteb
oard
marker
- Papers and
pens

Unit of Competency APPLY QUALITY STANDARDS

Module Title: APPLYING QUALITY STANDARDS
 Module Descriptor: This module covers the knowledge, skills,
attitudes and values needed to apply quality standards in the workplace.
The unit also includes the application of relevant safety procedures and
regulations, organization procedures and customer requirements.
Nominal Duration: 8 hrs
Summary of Learning Outcomes:
LO1. Assess quality of received materials
LO2. Assess own work
LO3. Engage in quality improvement

Details of Learning Outcomes:

LO1: Assess quality of received materials

Contents Conditions Methodologies Assessment

Methods
 Reading The - Self- - Writ
skills students/trainees paced/ ten
required to must be provided Modular exa
interpret with the - Lecture/ min
work following: Demonstr atio
instruction  Materials ation n
s - Work - Group - Pra
 Workplace instructio discussio ctic
standard ns n al
operating - Manuals De
procedures (Compan mo
and y nstr
specificatio Operatio atio
ns n n
 Procedures Manual, Oral
in Manufact Questioning
obtaining urer’s
and Instructio
carrying n/Service
out work Manual)
instruction - Compan
s y/
 Quality Workplac
checking e
procedures standard
 Fault s and
identificati specifica
on and tions
reporting - CBLM
 Safety and
environme
ntal
aspects of
production
process
 Carry out
work in
accordance
with
policies
and
procedures
 Procedures
in
replacing
faulty/defe
ctive
materials

LO2. Assess own work

Contents Conditions Methodologies Assessment

Methods
 Safety and The - Self-paced - Writ
environme students/trainees /Modular ten
ntal must be provided - Lecture / exa
aspects of with the Demonstr min
production following: ation atio
processes  Documents - Group n
 Fault - Organi Discussion - Pra
identificati zation ctic
on and work al
reporting proced De
 Workplace ures mo
procedure - Manuf nstr
in acture atio
documenti r’s n
ng instruc Oral
completed tion Questioning
work manua
 Workplace l
Quality - Custo
Indicators mer
require
 ments
- Other
Forms
- CBLM

LO3. Engage in quality improvement

Contents Conditions Methodologies Assessment

Methods
 Workplace The - Self-paced - Writ
procedures student/trainees /Modular ten
 Quality must be provided - Lecture / exa
improveme with the Demonstr min
nt following: ation atio
processes  Documents - Group n
 Company - Organiz Discussion - Pra
customers ation ctic
defined work al
 Solution procedu De
providing res mo
and - Manufac nstr
decision- turer’s atio
making instructi n
Practice on Oral
company process manual Questioning
improvement - Custom
procedure er
require
ments
- Other
Forms
- CBLM
 Unit of Competency PERFORM COMPUTER OPERATIONS
Module Title: PERFORM COMPUTER OPERATIONS
Module Descriptor: This module covers the knowledge, skills,
attitudes and values needed to perform computer operations which
include inputting, accessing, producing and transferring data using the
appropriate hardware and software.
Nominal Duration: 10 hours
Summary of Learning Outcomes:
LO1. Plan and prepare for task to be taken undertaken
LO2. Input data into computer
LO3. Access information using computer
LO4. Produce output/ data using computer system
LO5. Use basic functions of a www-browser to locate information
LO6. Maintain computer equipment and systems

Details of Learning Outcomes:

LO1: Plan and prepare for task to be taken undertaken

Contents Conditions Methodologies Assessment

Methods
 OH and S The - Self- - Writte
principles students/trainees paced/ n test
and must be provided Modular Oral Questioning
responsib with the following: - Lecture
ilities • Equipment: /
 Main - 1 unit of Discussi
types of computer on
computer - voltage
s and regulator/
basic UPS
features • Learning
of Materials:
different - CBLM
operating - Hand-outs
systems •
  Computer
system Supplies/Materia
 General ls:
security, -Operating
privacy system
legislatio -
n and Application
copyright program

LO2. Input data into computer

Contents Conditions Methodologies Assessment

Methods
 Methods The - Self- - Writte
in students/trainees paced/ n test
inputting must be provided modula Demonstration
data with the following: r with Oral
 Procedure • Equipment: - Lecture Questioning
in - 1 unit of /
checking computer Discussi
accuracy - voltage on
and regulator/ - Demon
storing of UPS stration
informati • Learning
on Materials:
Basic - CBLM
ergonomics of - Hand-outs
keyboard and •
computer user
Supplies/Materia
ls:
- Operating
system
- -

Application
program

LO3. ACCESS INFORMATION USING COMPUTER

Contents Conditions Methodologies Assessment

Methods
 Ways on The - Self- - Writte
how to students/trainees paced/ n test
 access must be provided Modula Demonstration
informatio with the following: r with Oral
n • Equipment: - Lecture Questioning
 Elements - 1 unit of /
of computer Discuss
computer - voltage ion
navigation regulator/ - Demon
 Keyboard UPS stration
technique • Learning
s Materials:
- CBLM
- Hand-
outs
•

Supplies/Materi
als:
- Operating
system
-

Applicatio
n
program
- CDs, flash
disks

LO4. PRODUCE OUTPUT/ DATA USING COMPUTER SYSTEM

Contents Conditions Methodologies Assessment

Methods
 Computer The - Self- - Writte
peripheral students/trainees paced/ n test
s must be provided Modular Demonstration
 File with the following: - Lecture with Oral
transfer • Equipment: / questioning
procedure - 1 unit of Discussi
s computer on
Data printing - voltage - Demon
procedures regulator/ stration
UPS
- printer
• Learning
Materials:
- CBLM
- Hand-
 outs
•

Supplies/Materi
als:
- Operating
system
-

Applicatio
n
program
- - CDs,
flash disks

LO5. USE BASIC FUNCTIONS OF A WWW-BROWSER TO LOCATE

INFORMATION

Contents Conditions Methodologies Assessment

Methods
 Ways of The - Self- - Writt
Web students/trainees paced/ en
surfing must be provided Modula test
 Different with the following: r Demonstration
Web • Equipment: - Lecture with Oral
browsers - 1 unit of / Questioning
 Different computer Discuss
search - voltage ion
engines regulator/ - Demon
 Parts of UPS stratio
URLs and • Learning n
keywords Materials:
 Webpage - CBLM
bookmark - Hand-outs
ing and •
printing
Supplies/Materia
ls:
- Operating
system
-

Applicatio
n program
- CDs, flash
disks
 - Paper
- Interne
t
connec
tion
- Browse
r

LO6. MAINTAIN COMPUTER EQUIPMENT AND SYSTEMS

Contents Conditions Methodologies Assessment

Methods
 Security The - Self- - Writt
measures students/trainees paced/ en
 Types of must be provided Modula test
viruses with the following: r Demonstration
 Anti-virus • Equipment: - Lecture with Oral
software/ - 1 unit of / questioning
programs computer Discuss
and - voltage ion
updates regulator/ - Demon
File UPS stration
Management • Learning
Materials:
- CBLM
- Hand-outs
•

Supplies/Materia
ls:
- Operating
system
-

Applicatio
n program
- - Anti-
virus
program
Unit of Competency COMMUNICATE EFFECTIVELY IN ENGLISH FOR
CUSTOMER SERVICE
Module Title: COMMUNICATE EFFECTIVELY IN ENGLISH
FOR CUSTOMER SERVICE
Module Descriptor: This module covers the knowledge and skills
needed to communicate effectively in English while conducting a
customer service delivery process.
Nominal Duration: 48 hours
Summary of Learning Outcomes:
LO1. Demonstrate an ability to express oneself in a clear and concise
manner
LO2. Demonstrate an ability to listen and comprehend effectively

Details of Learning Outcomes:

LO1. Demonstrate an ability to express oneself in a clear and concise

manner

Contents Conditions Methodologie Assessment

s Methods
 Call flow The - Modular/ - Observation
process / students/trainees Self-Paced with Oral
procedure must be provided - Interactive Questioning
 Product with the Lecture - Written
knowledge following: - Simulation - Practical
(optional) - Computer - Practical demonstratio
 Rules of with exercises n
basic peripherals - Role play
grammar - Internet Phone simulation
in verbal access for
communic online
ation research,
 Confidenc references
 e in and
speaking assignments
English - Appropriate
 3 C’s of software for
communicat phone
ion (clarity, simulations,
conciseness oral drills,
, and online
consistency) assessments
to etc;
effectively - CBLM
deliver

messages,
feedback
and
instruction

LO2. DEMONSTRATE AN ABILITY TO LISTEN AND COMPREHEND

EFFECTIVELY

Contents Conditions Methodologies Assessment

Methods
 Listening The  Group - Observ
effectively students/trainee Discussion ation
is s must be Modular/Sel with
demonstra provided with f-Paced Oral
ted by the following:  Interactive Questio
being able - Computer Lecture ning
to with  Simulation - Written
appropriat peripheral - Practi - Practic
ely s cal al
respond to - Internet exerc demon
questions access for ises stration
and online - Role
requests research, play
 Comprehe reference Phone simulation
nsion is s and
demonstra assignme
ted by nts
being able - Appropria
to respond te
effectively software
with for phone
awareness simulatio
 of ns, oral
audience drills,
and online
purpose assessme
 nts etc;
- CBLM

Unit of Competency PERFORM CUSTOMER SERVICE DELIVERY

PROCESSES Module Title: PERFORM CUSTOMER SERVICE
DELIVERY PROCESSES
Module Descriptor: This module unit covers the knowledge and skills
needed to effectively conduct a customer service delivery process.
Nominal Duration: 42 hours
Summary of Learning Outcomes:
LO1. Demonstrate an ability to answer or make a call
LO2. Demonstrate an ability to identify a customer need
LO3. Demonstrate an ability to capture and provide information and/or
directions
Details of Learning Outcomes:

LO1. Demonstrate an ability to answer or make a call

Contents Conditions Methodologies Assessment

Methods
 Call flow The - Modular/ - Observ
process/ students/trainee Self-Paced ation
procedure s must be - Interactive with
 Rules of provided with Lecture Oral
basic the following: - Simulation Questi
grammar - Computer - Practical oning
in verbal with exercises - Written
communi peripherals - Practic
cation - Internet al
 Rules of access for demon
basic online stratio
communi research, n
cation references - Role
 Practices and play
along assignment Phone simulation
economic s
use and - Appropriate
maintena software
nce of for phone
equipmen simulations
 t and , oral drills,
facilities online
are assessment
followed s etc;
as per - CBLM
establishe
d
procedure
s and
environm
ental
requirem
ents
Occupational
health and
safety
standards in
the workplace
and 5S
disciplines are
strictly allowed

LO2. DEMONSTRATE AN ABILITY TO IDENTIFY A CUSTOMER NEED

Contents Conditions Methodologies Assessment

Methods
 Industry, The - Modular/ - Modular/Self-
job students/trainee Self-Paced Paced
expectatio s must be - Interactive - Interactive
ns, and provided with Lecture Lecture
career the following: - Simulation - Simulation
opportunit - Computer - Practical - Practical
ies in with exercises exercises
contact peripheral s
centers s
 Fundamen - Internet
tals of access for
customer online
service research,
(principles references
for and
complete assignmen
customer ts
 service, - Appropriat
the rules e software
of good for phone
customer simulation
service, s, oral
and the drills,
types of online
contact assessme
center nts etc;
processes) - CBLM
 (optional)
Product
knowledge
 Rules of
effective
business
communic
ation in
customer
service
 Interpretin
g user
manuals
and help
functions
when
using
equipment
and
software
tools
 Finding
and using
informatio
n relevant
to the task
from a
variety of
informatio
n sources
 Practices
along
economic
use and
maintenan
ce of
 equipment
and
facilities
are
followed
as per
establishe
d
procedure
s and
environme
ntal
requireme
nts
Occupational
health and
safety
standards in
the workplace
and 5S
disciplines are
strictly allowed

LO3. DEMONSTRATE AN ABILITY TO CAPTURE AND PROVIDE

INFORMATION AND/OR DIRECTIONS

Contents Conditions Methodologie Assessment

s Methods
 Confiden The - Modular/ - Observation
ce in students/trainees Self- with Oral
speaking must be provided Paced Questioning
English with the - Interactiv - Written
 Carrying following: e Lecture - Practical
out - Computer - Simulatio demonstrati
written with n on
and peripherals - Practical - Role play
verbal - Internet exercises Phone
instructio access for simulation
ns online
 Inputting research,
, references
accessin and
g, assignment
producin s
g and - Appropriat
 transferri e software
ng data for phone
using the simulations
appropri , oral drills,
ate online
hardware assessmen
and ts etc;
software - CBLM
 Practices
along
economi
c use
and
maintena
nce of
equipme
nt and
facilities
are
followed
as per
establish
ed
procedur
es and
environm
ental
requirem
ents
Occupational
health and
safety
standards in
the workplace
and 5S
disciplines are
strictly allowed
 Unit of Competency DEMONSTRATE ABILITY TO EFFECTIVELY
ENGAGE CUSTOMERS
Module Title: DEMONSTRATE ABILITY TO EFFECTIVELY
ENGAGE CUSTOMERS
Module Descriptor: This module covers the knowledge and skills
needed to demonstrate an ability to engage customers.
Nominal Duration: 18 hours
Summary of Learning Outcomes:
LO1. Demonstrate an ability to empathize with a customer
LO2. Demonstrate an ability to manage difficult conversations
Details of Learning Outcomes:

LO1. Demonstrate an ability to empathize with a customer

Contents Conditions Methodologies Assessment

Methods
 Call flow The - Modular/Self- - Observatio
process / students/trainees Paced n with Oral
procedure must be provided - Interactive Questionin
 (optional) with the following: Lecture g
Product - Computer - Simulation - Written
knowledg with - Practical - Practical
e peripherals exercises demonstra
 Rules of - Internet tion
basic access for - Role play
grammar online - Phone
in verbal research, simulation
communi references
cation and
 Rules of assignment
basic s
communi - Appropriate
cation software
 Rules of for phone
effective simulations
business , oral drills,
 communi online
cation in assessmen
customer ts etc;
service - CBLM
 Rules for
building
effective
interperso
nal
relationsh
ips
 Confidenc
e in
speaking
English
 Practices
along
economic
use and
maintena
nce of
equipmen
t and
facilities
are
followed
as per
establishe
d
procedure
s and
environm
ental
requirem
ents
 Occupatio
nal health
and
safety
standards
in the
workplace
and 5S
discipline
s are
strictly
 allowed

LO2. DEMONSTRATE AN ABILITY TO MANAGE DIFFICULT

CONVERSATIONS

Contents Conditions Methodologies Assessment

Methods
 Methods The - Modular/Self- - Observati
and students/trainees Paced on with
technique must be provided - Interactive Oral
s for with the Lecture Questioni
answering following: - Simulation ng
customer - Computer - Practical - Written
complaint with exercises - Practical
s peripherals demonstr
 Methods - Internet ation
and access for - Role play
technique online - Phone
s for research, simulation
managing references
difficult and
customers assignment
 Methods s
and - Appropriate
technique software for
s for phone
managing simulations,
conflict oral drills,
and stress online
 Answering assessment
customer s etc;
complaint - CBLM
s
 Managing
difficult
customers
 Managing
conflict
and stress
 Practices
along
economic
use and
maintenan
ce of
equipment
 and
facilities
are
followed
as per
establishe
d
procedure
s and
environme
ntal
requireme
nts
Occupational
health and
safety standards
in the workplace
and 5S
disciplines are
strictly allowed