Formats and tools
- Unit Description
- Reconstruct the unit from the xml and display it as an HTML page.
- Assessment Tool
- an assessor resource that builds a framework for writing an assessment tool
- Assessment Template
- generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
- Assessment Matrix
- a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
- Wiki Markup
- mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
- Evidence Guide
- create an evidence guide for workplace assessment and RPL applicants
- Competency Mapping Template
- Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
- Observation Checklist
- create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)
- Self Assessment Survey
- A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
- Moodle Outcomes
- Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
- Registered Training Organisations
- Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver CPPDSM5020A, 'Manage and monitor effective client service in the real estate industry'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Manage and monitor effective client service in the real estate industry' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA | |||
1Develop client loyalty strategies. | 1.1 Client loyalty strategies are developed that foster repeat business and are consistent with ethical and legislative requirements. 1.2 Agency services are structured to emphasise client satisfaction and maintain the agency's reputation for service in the marketplace. 1.3 Client service strategies are integrated into individual and team delivery of agency services. 1.4 Performance indicators are developed that enable policy review and activity adjustment to occur. | |||
2Maintain clear lines of communication with clients. | 2.1 Information is provided to clients that is timely, relevant, up-to-date and consistent with ethical and legislative requirements. 2.2 Information on client needs is provided in a manner that improves client relations and the quality of agency services. 2.3 Client service records are maintained to provide an accurate and objective record of communication with clients and other service providers. 2.4 Complaints are handled in a manner that improves the agency's reputation for quality service and is line with ethical and legislative requirements. | |||
3Review client policy. | 3.1 Client satisfaction is surveyed at regular intervals to enable modification or adjustment to client contact and agency marketing activities. 3.2 Client feedback on the quality of agency services is gathered and used to improve performance in client contact areas. 3.3 Reviewed and updated information on agency services is maintained that reflects current client expectations and enables improvement of the agency's image. 3.4 Information provided by clients is used to update the agency marketing strategy in line with agency, ethical and legislative requirements. | |||