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 PRMCMN202A, 'Provide effective client service'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Provide effective client service' 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 | ||
1 Establish a working relationship with clients | 1.1 Acknowledge and greet clients courteously in accordance with company requirements and workplace procedures 1.2 Communicate with clients in a clear, accurate and courteous manner during contacts in accordance with company requirements 1.3 Establish rapport/relationship with client and express a genuine interest in client needs/requirements in accordance with company requirements | ||
2 Identify client needs | 2.1 Identify client needs in accordance with workplace procedures and company requirements 2.2 Analyse client requests and where necessary confirm, with the client or others, to identify exact requirements in accordance with company requirements 2.3 Provide clients with information about available options for meeting their needs in accordance with company requirements 2.4 Identify any personal limitations in addressing client needs and, where appropriate, seek assistance from others in the work group in accordance with company requirements | ||
3 Deliver service to clients | 3.1 Provide prompt client service to meet identified needs in accordance with company requirements 3.2 Treat suggestions and complaints positively and politely and, where appropriate, use to improve personal and company practice in accordance with company requirements 3.3 Identify opportunities to enhance the quality of products and services and client contacts and utilise such opportunities wherever possible | ||
4 Provide effective client service on client premises | 4.1 Carry out workplace procedures in a timely and professional manner in accordance with company requirements 4.2 Negotiate alternative arrangements with clients where previously arranged commitments cannot be met, in accordance with workplace procedures and company requirements 4.3 Ensure operations and services provided satisfy client delivery needs and company requirements | ||
5 Maintain personal presentation standards and present a professional image | 5.1 Maintain company uniform to present an image appropriate to work functions carried out in accordance with company requirements 5.2 Maintain specific presentation requirements in accordance with company requirements 5.3 Keep visible work area tidy and uncluttered in accordance with company requirements | ||
6 Promote the products and services of the organisation to potential and existing clients | 6.1 Explain products and services of benefit to the client clearly and accurately in accordance with company requirements 6.2 Provide sales brochures and product information to clients where available and appropriate in accordance with company requirements 6.3 Maintain confidentiality of product and service information in accordance with company requirements | ||
7 Present a positive company image using effective communication techniques | 7.1 Maintain professional ethics to enhance client commitment and to build a return client base 7.2 Maintain the image and good standing by taking timely actions with clients in accordance with company requirements 7.3 Create an effective service environment through appropriate effective communication techniques 7.4 Use communication equipment effectively and efficiently according to company requirements | ||