OUTCOMES BASED CURRICULA FRAMEWORK CRM DOMESTIC NON-VOICE

Transcription

1 OUTCOMES BASED CURRICULA FRAMEWORK CRM DOMESTIC NON-VOICE Name of Company /Training Provider 0

2 Job Details Curricula Framework for CRM Domestic Non-Voice Qualifications Pack Code Job Role SSC/Q2211 CRM Domestic Non-Voice Credits(NVEQF/NVQF/NSQF) TBD Version number 0.1 Sector IT-ITeS Drafted on 30/04/13 Sub-sector Occupation Business Process Management Customer Relationship Management Last reviewed on 30/04/13 Next review date 30/06/14 Job Role Role Description NVEQF/NVQF level Minimum Educational Qualifications Maximum Educational Qualifications Training (Suggested but not mandatory) Experience Applicable National Occupational Standards (NOS) CRM Domestic Non-Voice (Customer Service Associate, Customer Service Representative, Customer Care Executive, Process Associate- Transaction) Individuals at this job are responsible for resolving queries and customer cases over web-chat or th Master's Degree in any discipline Training programs in customer orientation, dealing with difficult customers, written communication etc. 0-1 year of work experience/internship in customer service roles Compulsory: 1. SSC/N3021 (Deal remotely with customer queries) 2. SSC/N9001 (Manage your work to meet requirements) 3. SSC/N9003 (Maintain a healthy, safe and secure working environment) Optional: Not Applicable Performance Criteria As described in the relevant OS units 1

3 Applicable NOS Unit Curricula Framework for CRM Domestic Non-Voice Unit Code Unit Title (Task) Description Scope Objectives SSC/N3021 Deal remotely with customer queries This unit is about dealing with queries received from customers by or chat. This unit/task covers the following: Customers: internal external Queries received by: chat Appropriate people: supervisor other members of your team subject matter experts Performance Criteria (PC) w.r.t. the NOS: SSC/N3021 (Deal remotely with customer queries) To be competent, you must be able to: PC1. greet customers and verify their details, following your organization s procedures PC2. read carefully, summarize, and obtain customer confirmation of, your understanding of queries PC3. express your concern for any difficulties caused and your commitment to resolving queries PC4. record and categorize queries accurately using your organization s query management tool PC5. refer queries outside your area of competence or authority promptly to appropriate people PC6. access your organization s knowledge base for solutions to queries, where available PC7. resolve queries within your area of competence or authority in line with organizational guidelines and service level agreements (SLAs) PC8. obtain advice and guidance from appropriate people, where necessary PC9. obtain confirmation from customers that queries have been resolved to their satisfaction PC10. record the resolution of queries accurately using your organization s query management tool PC11. comply with relevant standards, policies, procedures and guidelines when dealing remotely with customer queries 2

4 Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company/ organization and its processes) Outcomes You need to know and understand: KA1. your organization s standards, policies, procedures, guidelines and service level agreements for dealing with customer queries and your role and responsibilities in relation to these Performance Ensuring Measures On a KG card board outline the standards, policies, legislation and procedures followed in the company w.r.t CRM and explain the same to the trainer & cotrainee / Faculty Evaluation Duration (Hrs) Work Environment / Lab Requirement (Inclusive of Hardware / Software Specifications) 2.00 Hrs Fully furnished class rooms with the following equipment / tools / accessories to support 25 trainees: Chairs and Desks White Board, Markers and Erasers Projector PC with supporting software / applications for projecting audio, video, recording, presentation, internet connection Tools to support Domestic Non- Voice such as: o Intranet o o IMs o Task and performance data Application and Software o Task Tracker and Calculator o Centralized Workforce Management Tool (Ex: FAST company owned software for processing title insurance) Speakers with Mic. PPT presentations Fan/AC 3

5 Handy Camera Stationery Kit Staples, Glue, Chart Paper, Sketch Pens, Paint Box, Scale, A4 Sheets Computer Lab with 25 PCs with net connection, MS Office, Browser, Assessment and Test Tools for day to day online Tests and Assessments Note: The above mentioned are generic in nature and should be available for every class room session and/or lab sessions. Any requirement apart from the one mentioned above is specified in the respective tabular against respective section Eg. KA2, KA4 KA2. KA3. your organization s management tools and systems for recording, categorizing and resolving customer queries your organization s customer relationship management (CRM) tools and systems and how to use these Scenario based mock assessment ( a situational complaint is given and the same be solved with the available tools and systems)/faculty Overview Written Test (multiple choice CRM tool s screen shot questions)/peer-review and Score Questionnaire Manual AND/OR Test 1.00 Hr Questionnaire Spacious Room / Auditorium KA4. the importance of documenting, classifying Presentation on documenting, 1.00 Hr Class Room Setup 4

6 KA5. KA6. and prioritizing customer queries your organization s knowledge base and how to use this to identify solutions where to refer queries outside your authority prioritizing & approaching styles/faculty Evaluation Written Test - Knowledge Verification Test descriptive type questionnaire / Score Group Discussion Conclusion Based/Peer and Faculty Evaluation KA7. who to seek advice and guidance from Group Discussion Conclusion Based/ Peer and Faculty Evaluation KA8. the importance resolving customer queries Written Test (Descriptive Type) / Score and Feedback 1.00 Hr Questionnaire Manual AND OR Test 1.00 Hr Round Table Setup for four teams 1.00 Hr Round Table Setup for four teams 1.00 Hr Questionnaire Manual AND OR Test KA9. standard tools, templates and scripts available for dealing with customer queries Written Test (Objective and Descriptive Type) / Score and Feedback 2.00 Hrs Questionnaire Manual AND OR Test KA10. limits of your role and responsibilities in relation to customer querie Written Exercise List down all the possible to do tasks and set the priority while mentioning the reason for setting priority for a particular task and present the same to cotrainees / peer evaluation and Score with Faculty Evaluation KA11. the importance of keeping customers informed about timescales for progress and resolution of customer queries Mock on handling customer queries based on practical incidents / Faculty Evaluation 1.00 Hr Questionnaire Spacious Room / Auditorium KA12. typical response times for customer queries and the importance of these Mock on handling customer queries based on practical incidents / Faculty Evaluation 1.00 Hr Questionnaire Spacious Room / Auditorium 5

7 B. Technical Knowledge Outcomes You need to know and understand: KB1. relevant standards, policies, procedures and guidelines that apply when dealing with customer queries KB2. KB3. KB4. KB5. KB6. KB7. relevant product reference guides or support materials to resolve queries common types of customer queries and how to resolve them different styles and approaches when working with customers techniques for conveying concern and commitment different questioning techniques for understanding customer queries issues that may affect customer satisfaction and how to deal with these Performance Ensuring Measures Drafting Draft a two pager procedure manual that depicts the standards, policies, procedures and guidelines when dealing with Customer Queries / Score and feedback Quiz (Individual Based) / Score and Feedback Team Activity Enlist all the possible customer queries and the same be fired against the other team for solution / Faculty Evaluation Group Discussion followed by Role Play out of the discussion made / Faculty Evaluation Presentation Team Based wherein every member in the team has to present with the point while summing up with the team s technique by team lead / Score and Feedback Verbal Test Individual cum Team Based / Score and Feedback KB8. current practice in customer service Written Test (Objective Type) / Score and Feedback Duration (Hrs) Work Environment / Lab Requirement (Inclusive of Hardware / Software Specifications) 2.00 Hrs Questionnaire / Template / Forms 1.00 Hr Questionnaire 1.00 Hr Round Table Setup for four teams 1.00 Hr Round Table Setup for four teams 1.00 Hr Class Room Setup 1.00 Hr Questionnaire Viva / Score and Feedback 2.00 Hrs Discussion Room Grade Sheet 2.00 Hrs Questionnaire Manual AND OR Test and Assessment Tool Online 6

8 Skills (S) A. Core Skills/ Generic Skills Writing Skills SA1. communicate with others in writing SA2. Reading Skills complete accurate well written work with attention to detail SA3. read instructions, guidelines, procedures, rules and service level agreements Draft a mail based on the given subject pertaining to product specific (CRM) / score and feedback Self Practice Quiz / Score and Feedback Exercises on Passage Reading and answering to questionnaire (Objective Type) / score and feedback 2.00 Hrs Wi-fi for students to connect the recommended online resources on their personal devices 1.00 Hr Questionnaire 1.50 Hrs Questionnaire / Template / Forms Outcomes Oral Communication (Listening and Speaking skills) SA4. listen effectively and orally communicate information accurately Reading Skills Practical (Read two-three sentences and explain the same to the co-trainees) / peer evaluation Performance Ensuring Measures Listening Skills Assessment based on audio play Objective Type Questions / scores and feedback] Team Activity Instructor reads a passage and the teams has to frame 5 questions based on listening to passage and fire the question on the opposite team / Duration (Hrs) Work Environment / Lab Requirement (Inclusive of Hardware / Software Specifications) 2.00 Hrs Questionnaire / Template / Forms Sound System Round Table Setup for four teams 7

9 Score B. Professional Skills Decision Making Oral Conversation Activity between every two trainees A and B where A is given a picture and is asked to describe the same, B takes note of the description and explains back the picture content and placements of objects. This helps in understanding the verbal communication and understanding skills in every individual SA5. ask for clarification and advice from others Practical Test based on the scenario every individual would simulate the act composed with clarification and advisory / Faculty Overview SB1. make decisions on suitable courses of action Practical Test Decision Making for the questionnaire on a given scenario / Score and feedback 1.00 Hr Questionnaire Manual AND OR Test Example: You have accidentally received an by your manager that was to be sent to your co-worker asking for a report to be mailed. You are aware of the report. What do you decide to do now? 8

10 SB2. follow rule-based decision-making processes Plan and Organize SB3. plan and organize your work to achieve targets and deadlines Written Test (Objective and Descriptive Type questions) on Decision Making Skills / scores and feedback Written Test Objective Type (Self Assessment) on Time Management / score Achieve Target Team Activity based on planning, organizing and achieving the target / Faculty overview Example: Create a To Do List and list down from the high priority job to low priority job and execute in the same order Hrs Questionnaire Manual AND OR Test Round Table Setup for four teams Questionnaire / Template / Forms Customer Centricity SB4. build and maintain positive and effective relationships with customers SB5. work effectively in a customer facing environment Exercise List out to do tasks and set the priority / score and feedback Exercise List out all the positive and negative attitude and behavior on customer relationship followed by action plan on overcoming negative behavior / Faculty evaluation Exercise Create a SWOT (Strength, Weakness, Opportunity and Threat) Analysis for yourself focusing on 1.00 Hr Questionnaire / Template / Forms 1.00 Hr Discussion Room Grade Sheet 9

11 Your customer facing work environment, with a help of a discussion session with your team overcome your mentioned weaknesses and threats / Faculty Overview SB6. SB7. SB8. Problem Solving deliver consistent and reliable service to customers check your own work meets customer requirements carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements Outcomes SB9. apply problem-solving approaches in different situations Viva / score and feedback Group Discussion (all trainees) and manual creation (by leads representing each team) in parallel on various measurement to deliver consistent and reliable service to customers / Faculty Overview Exercise Fill up the Work Tracker to analyze and evaluate your proficiency, work meets and or loopholes / Self, peer and faculty evaluation / score Written Test (Objective and Descriptive Type) / score and feedback Performance Ensuring Measures Mock Session (Team Activity) on Customer Relationship problem solving approaches for a given problem Hr Round Table Setup for four teams 1.00 Hr Questionnaire / Template / Forms 2.00 Hrs Questionnaire Manual AND OR Test Duration (Hrs) Work Environment / Lab Requirement (Inclusive of Hardware / Software Specifications) 2.00 Hrs Round Table Setup for four teams Questionnaire Manual AND OR Test 10

12 SB10. seek clarification on problems from others Analytical Thinking SB11. pass on relevant information to others SB12. analyze data and activities Critical Thinking SB13. apply balanced judgments to different situations Example: You have billed high in your monthly billing cycle for which the customer has sent you a mail stating he is not interested in the service anymore. What is your problem solving approach for this situation Open Hall session with real time questionnaire towards seeking clarification on a specific problem / peer and faculty overview Role Play Form teams and call one member from the team and share an information drafting for a particular type of query. The same has to be addressed by him/her to their respective team / Faculty Evaluation Written Test (Objective Type) on Data Interpretation and Understanding Graphs / Score and Feedback Written Test (Self opinion based) followed by a discussion about applying balanced judgmental methodology / score 1.00 Hr Spacious Room / Auditorium for Role Play 2.00 Hrs Spacious Room / Auditorium for Role Play 1.00 Hr Questionnaire Manual AND OR Test 2 Hrs Questionnaire Manual AND OR Test 11

13 and feedback Attention to Detail SB14. check your work is complete and free from errors Team Working SB15. work effectively in a team environment SB16. work independently and collaboratively Proof Read a completed work to further filter for accuracy / score Example: Solution provided by you to your customer. Re-check if you have provided the right solution. Practical Assessment based on team activities (Enlist 10 different complaints from your customers, assume your team size is 3, wherein each team member has different skill set, If a team member is overloaded with work, come up with a solution how to distribute the work within the team) / Faculty Evaluation Written Test (Match the following) / score and feedback 2.00 Hrs Questionnaire / Template / Forms 1.00 Hr Questionnaire Manual AND OR Test C. Technical Skills SC1. use information technology effectively to input and/or extract data accurately Written Test (Objective and Descriptive Type) on Information system and data Management / Score and feedback SC2. store and retrieve information System based Practical Test / score and instant feedback 12

14 SC3. identify and refer anomalies in data Team Activity Outline the various ways in identifying differences in data (scenario based) / Faculty Overview SC4. keep up to date with changes, procedures and practices in your role Industry Visit Assignment (week on week basis) by maintaining a book to update amendments and or new learning and or upgrades made / Score and feedback 1.50 Hrs Questionnaire / Template / Forms Round Table Setup for four teams 4.00 Hrs Appointment with a particular Industry/company and arrangements to reach the spot Home Work 13

15 Applicable NOS Unit Curricula Framework for CRM Domestic Non-Voice Unit Code Unit Title (Task) Description Scope Objectives SSC/N9001 Manage your work to meet requirements This unit is about planning and organizing your work in order to complete it to the required standards on time. This unit/task covers the following: Work requirements: activities (what you are required to do) deliverables (the outputs of your work) quantity (the volume of work you are expected to complete) standards (what is acceptable performance, including compliance with Service Level Agreements) timing (when your work needs to be completed) Appropriate people: line manager the person requesting the work members of the team/department members from other teams/departments Resources: equipment materials information Performance Criteria (PC) w.r.t. the NOS: SSC/N9001 (Manage your work to meet requirements) To be competent on the job, you must be able to: PC1. establish and agree your work requirements with appropriate people 14

16 Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company/ organization and its processes) PC2. PC3. PC4. PC5. PC6. PC7. PC8. PC9. keep your immediate work area clean and tidy utilize your time effectively use resources correctly and efficiently treat confidential information correctly work in line with your organization s policies and procedures work within the limits of your job role obtain guidance from appropriate people, where necessary ensure your work meets the agreed requirements Outcomes You need to know and understand: KA1. the organization s policies, procedures and priorities for your area of work and your role and responsibilities in carrying out your work Performance Ensuring Measures Quiz-Verbal (Every individual will be fired with a quiz question) on organization s standards, policies, procedures & guidelines / Score with feedback Written Test (Multiple Choice) on service level agreements for dealing with customer queries, role and responsibilities. /Score with feedback Duration (Hrs) Work Environment / Lab Requirement (Inclusive of Hardware / Software Specifications) 2.00 Hrs Fully furnished class rooms with the following equipment / tools / accessories to support 25 trainees: Chairs and Desks White Board, Markers and Erasers Projector PC with supporting software / applications for projecting audio, video, recording, presentation, internet connection Tools to support Domestic Non- Voice such as: o Intranet o o IMs o Task and performance data Application and Software o Standard Resource Calculator 15

17 o Centralized Workforce Management Tool (Ex: FAST company owned software for processing title insurance) Speakers with Mic. PPT presentations Fan/AC Handy Camera Stationery Kit Staples, Glue, Chart Paper, Sketch Pens, Paint Box, Scale, A4 Sheets Computer Lab with 25 PCs with net connection, MS Office, Browser, Assessment and Test Tools for day to day online Tests and Assessments Note: The above mentioned are generic in nature and should be available for every class room session and/or lab sessions. Any requirement apart from the one mentioned above is specified in the respective tabular against respective section Eg. KA2, KA4 Questionnaire Manual AND/OR Test KA2. the limits of your responsibilities and when to involve others Group Discussion and note taking in parallel / Faculty Overview 1.00 Hr Round Table Setup for four teams 16

18 KA3. your specific work requirements and who these must be agreed with Project Prepare the chart to show the organization structure / hierarchy and point of contacts for your specific work requirement / Score 1.00 Hr Spacious Room / Auditorium KA4. the importance of having a tidy work area and how to do this Team Activity Collage work to show case action plans for a tidy work area / Score 1.50 Hr Round Table Setup for four teams KA5. how to prioritize your workload according to urgency and importance and the benefits of this Written Exercise List down 12 to do tasks and set the priority while mentioning the reason for setting priority for a particular task and present the same to cotrainees / peer evaluation and Score 1.00 Hr Questionnaire / Template / Forms KA6. the organization s policies and procedures for dealing with confidential information and the importance of complying with these Exercise on Security System Measurement Enlist Do s and Don ts / Score 1.00 Hr Questionnaire / Template / Forms KA7. the purpose of keeping others updated with the progress of your work Debate on Keeping others updated with the progress of work is good / Score to every individual who contributes their voice and valid points in the debate 1.00 Hr Spacious Room / Auditorium KA8. who to obtain guidance from and the typical circumstances when this may be required Written Test (Objective Type) / Score with discussion session 1.00 Hr Questionnaire Manual AND OR Test KA9. the purpose and value of being flexible and adapting work plans to reflect change Role Plays to show case flexibility and adaptability on a change at work 1.00 Hr Spacious Room / Auditorium for Role Play 17

19 B. Technical Knowledge You need to know and understand: KB1. the importance of completing work accurately and how to do this Written Test Create a check List for completing a task or series of tasks for accurate job outcome / Faculty Evaluation Skills (S) A. Core Skills/ Generic Skills KB2. KB3. Writing Skills appropriate timescales for completing your work and the implications of not meeting these for you and the organization resources needed for your work and how to obtain and use these Outcomes SA1. complete accurate work with attention to detail Reading Skills SA2. read instructions, guidelines/procedures Oral Communication (Listening and Speaking skills) Project Work (Instant) Draft a task tracker template and present the effectiveness of the template / Score Creative Thinking (Team Activity) Present a structured process or methods that pops up resources needed for a particular work and its source / Faculty Evaluation Performance Ensuring Measures Self Practice Quiz / Score and Feedback Written Test (Multiple Choice) based on Reading Comprehension / Score and Feedback 1.50 Hrs Spacious Room / Auditorium for Role Play 1.00 Hr Round Table Setup for four teams Duration (Hrs) Work Environment / Lab Requirement (Inclusive of Hardware / Software Specifications) 1.50 Hrs PCs for every individual to take up the test with net connectivity Listening Skills Assessment 2.00 Hrs Round Table Setup for four teams 18

20 SA3. ask for clarification and advice from line managers based on audio play Objective Type Questions / scores and feedback Sound System B. Professional Skills Decision Making Team Activity One Team reads a passage and the other team has to frame 5 questions based on listening to passage and fire the question on the opposite team / Score SA4. communicate orally with colleagues Conversation Test Oral (Test upon tone, pitch, flow, rhythm etc.) Faculty Evaluation SB1. make a decision on a suitable course of action Team Activity Outline 3 different methods and decide the best method that will help you to achieve your target on a daily basis / Faculty Evaluation 1.00 Hr Conversation Document Written Test (Objective Type) Decision Making Skills test Know you self stand / Score and Feedback Plan and Organize SB2. plan and organize your work to achieve targets and deadlines Draft - Decision Making Strategy or steps / Score Written Test Objective Type (Self Assessment) on Time Management / score 2.00 Hrs Questionnaire Manual AND OR Test 19

21 Achieve Target Team Activity based on planning, organizing and achieving the target (Teams should draft an execution methodology on how they would achieve the targets) / Faculty Evaluation Exercise List out to do tasks and set the priority / score and feedback SB3. agree objectives and work requirements Role Play - Prioritizing Tasks and Incidents / Faculty Evaluation Customer Centricity SB4. deliver consistent and reliable service to customers SB5. check your own work meets customer requirements Problem Solving SB6. refer anomalies to the line manager Group Discussion Session on maintaining consistency and reliable service to customers while creating a map to depict the points discussed in parallel / Faculty Overview Quiz on Understanding Customer requirement Role Play (Individual and Team Based) Every individual would come up with a problem and solution like: o Not managing work o Incorrect output o Volumes not met o Not organized o Do not seek clarification 1.00 Hr Spacious Room / Auditorium for Role Play 1.50 Hrs Round Table Setup for four teams 1.50 Hrs Questionnaire 20

22 with co-workers / Faculty Overview Analytical Thinking SB7. Provide relevant information to others Written Test (Objective Type) / Score Online Questionnaire based on escalation of information within the team / Auto Result with Score and Assessment Tool Online PCs for every individual to take up the test with net connectivity 21

23 Outcomes SB8. apply judgements to different situations Performance Ensuring Measures Viva One on One / Score and Feedback Duration (Hrs) Work Environment / Lab Requirement (Inclusive of Hardware / Software Specifications) 1.50 Hrs Discussion Room Grade Sheet Attention to Detail SB9. apply good attention to detail SB10. check your work is complete and free from errors SB11. get your work checked by peers Team Working SB12. work effectively in a team environment Role Play (Individual and Team Based) Every individual would come up with a judgement to various situations pertaining to managing your work / Faculty Evaluation Written Test (Pictorial Representation and Text Heavy based Questions) / score and feedback Exercise Enlist all the points and or sequence in order to complete a specified work while mentioning the steps taken to ensure the accuracy of the work in a tabular format / Score Proof Read a completed work to further filter for accuracy / score Individual and Team based activity - Complete the set of activities and questionnaires as an individual wherein the individual s performance would contribute to the team, any 1.00 Hr Questionnaire Manual AND OR Test 1.50 Hrs Questionnaire / Template / Forms 1.50 Hrs Questionnaire 1.50 Hrs Round Table Setup for four teams 22

24 C. Technical Skills SC1. use information technology effectively, to input and/or extract data accurately weak performers would pool in negative scores or zero score letting the team down. The team thereby must come up with the solutions or steps to improve the average performers / Faculty Evaluation Online Practical Test on data management and process followed using information technology / Score SC2. identify and refer anomalies in data Team Activity Outline the various ways in identifying differences in data (scenario based) / Faculty Overview SC3. store and retrieve information Practical Online Test Database and or Information Management Activity / Score and Feedback SC4. keep up to date with changes, procedures and practices in your role Project Work Draft a template to make note of daily activities with reference to changes in procedures and practices involved in your role while maintaining the same (a continuous process) / Faculty Evaluation 2.00 Hrs PCs for every individual to take up the test with net connectivity 1.50 Hrs Round Table Setup for four teams 1.50 Hrs PCs for every individual to take up the test with net connectivity 1.50 Hrs Class Room Setup 23

25 Applicable NOS Unit Curricula Framework for CRM Domestic Non-Voice Unit Code Unit Title (Task) Description Scope SSC/N9003 Maintain a healthy, safe and secure working environment This unit is about monitoring the working environment and making sure it meets requirements for health, safety and security. This unit/task covers the following: Emergency procedures: illness accidents fires other reasons to evacuate the premises breaches of security Resources(needed to achieve the unit objectives): information government agencies in the areas of safety, health and security and their norms and services Objectives Performance Criteria (PC) w.r.t. the NOS: SSC/N9003 (Maintain a healthy, safe and secure working environment) To be competent, you must be able to: PC1. comply with your organization s current health, safety and security policies and procedures PC2. report any identified breaches in health, safety, and security policies and procedures to the designated person PC3. identify and correct any hazards that you can deal with safely, competently and within the limits of your authority PC4. report any hazards that you are not allowed to deal with to the relevant person in line with organizational procedures and warn other people who may be affected PC5. follow your organization s emergency procedures promptly, calmly, and efficiently PC6. identify and recommend opportunities for improving health, safety, and security to the designated person PC7. complete any health and safety records legibly and accurately 24

26 Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company/ organization and its processes) Outcomes You need to know and understand: KA1. legislative requirements and organization s procedures for health, safety and security and your role and responsibilities in relation to this Performance Ensuring Measures Written Test (Objective Type) / score and feedback Activity Collage Messages and pictures with respect to health and safety security system / Faculty Overview Duration (Hrs) Work Environment / Lab Requirement (Inclusive of Hardware / Software Specifications) 2.00 Hrs Fully furnished class rooms with the following equipment / tools / accessories to support 25 trainees: Chairs and Desks White Board, Markers and Erasers Projector PC with supporting software / applications for projecting audio, video, recording, presentation, internet connection Tools to support Domestic Non- Voice such as: o Intranet o o IMs o Task and performance data Application and Software o Standard Resource Calculator o Centralized Workforce Management Tool (Ex: FAST company owned software for processing title insurance) Speakers with Mic. PPT presentations Fan/AC 25

27 Handy Camera Stationery Kit Staples, Glue, Chart Paper, Sketch Pens, Paint Box, Scale, A4 Sheets Computer Lab with 25 PCs with net connection, MS Office, Browser, Assessment and Test Tools for day to day online Tests and Assessments Note: The above mentioned are generic in nature and should be available for every class room session and/or lab sessions. Any requirement apart from the one mentioned above is specified in the respective tabular against respective section Eg. KA2, KA4 KA2. what is meant by a hazard, including the different types of health and safety hazards that can be found in the workplace Mindscape List out all the possible and or expected hazards at workplace followed by remedies to eradicate the same / Score KA3. how and when to report hazards Group Discussion / faculty evaluation KA4. KA5. the limits of your responsibility for dealing with hazards the organisation s emergency procedures for different emergency situations and the Questionnaire Manual AND/OR Test 1.00 Hr Class Room Setup 1.00 Hr Round Table Setup for four teams Quiz / Score 1.00 Hr Questionnaire / Template / Forms Exercise Team Lead to mentor the team, followed by series of 1.00 Hr Questionnaire / Template / Forms 26

28 B. Technical Knowledge Skills (S) A. Core Skills/ Generic Skills KA6. KA7. importance of following these questions to every individual / score and faculty overview the importance of maintaining high standards of health, safety and security implications that any non-compliance with health, safety and security may have on individuals and the organization You need to know and understand: KB1. different types of beaches in health, safety and security and how and when to report these KB2. KB3. KB4. Writing Skills evacuation procedures for workers and visitors how to summon medical assistance and the emergency services, where necessary How to use the health, safety and accident reporting procedures and the importance of these Outcomes Team Activity Create a chart that encompasses the importance of high standards health, safety & security measurements, followed by each trainee explaining on different points / score and feedback Role Play Team Based with every individual taking a role / peer evaluation and faculty overview Written Test (Objective and Description Type) / Score and Feedback Practical Test Mock Drill (Team Based) / Score and feedback 1.50 Hrs Round Table Setup for four teams 1.50 Hrs Spacious Room / Auditorium for Role Play 1.50 Hrs Round Table Setup for four teams Presentation / score 1.00 Hr Class Room Setup Project Work (Instant) Prepare the chart that shows up the contact information with image orientation to reach out during hazard / calamities Performance Ensuring Measures 1.50 Hrs Class Room Setup Duration (Hrs) Work Environment / Lab Requirement (Inclusive of Hardware / Software Specifications) 27

29 SA1. complete accurate, well written work with attention to detail Reading Skills SA2. read instructions, guidelines/procedures/rules Written Test (Objective Type) on process followed to accurately complete the work related to safety and security system / Score and feedback Question and answer session Team based activity / Score and feedback Written Test - Passage Reading and answering the questionnaire / Score Oral Communication (Listening and Speaking skills) SA3. listen effectively and orally communicate information accurately Verbal Test Answer to the questions (communication skills based questionnaire) / Score Activity Team based assessment on listening and speaking skills / scores and feedback 1.50 Hrs Round Table Setup for four teams Questionnaire Manual AND OR Test and Assessment Tool Online Conversation Document B. Professional Skills Decision Making SB1. make decisions on a suitable course of action or response Conversation Test (test upon tone, pitch, flow, rhythm etc.) Oral / Faculty Overview Written Test on Decision Making Skills (Objective Type based on a scenario related to health and safety measurements) 28

30 Example: When your co-worker struggles to breathe while working you will - a) call doctor b) inform management c) imply first aid / Score and Feedback Group Discussion based on the written test. Plan and Organize SB2. plan and organize your work to achieve targets and deadlines Draft - Decision Making Strategy (on any given point in time, depending upon the scenario, the steps followed to make a decision) / Score Role Play - Assume the NEWS spread to take precautionary measurement to prevent swine flu. Show the way you will plan and organize from swine flu. Questionnaire / Template / Forms Written Test (Multiple Choice) - Know your Time Management Skills / Score and feedback Exercise - Prioritizing Tasks and Incidents / Score Exercise Grid an Activity Planner for a week / peer 29

31 Customer Centricity SB3. build and maintain positive and effective relationships with colleagues and customers Problem Solving SB4. apply problem solving approaches in different situations evaluation Activity Individual and Team based activity (List all the points that contributes towards positive and effective relationships with co-workers and customers) / Score and Feedback Team Activity (Individual teams will frames 3 questions related to illness/sickness/health and safety) with problem solving approaches / Faculty Evaluation 1.50 Hrs Questionnaire / Template / Forms and Assessment Tool Online Written Test (Objective Type) on problem solving skills based on the health, safety and security measurements / Score Analytical Thinking Outcomes SB5. analyse data and activities Presentation on problem solving approaches at different situations / Score Performance Ensuring Measures Group Activity Track and create a database that shows the no. of accidents at workplace, be it major or minor Duration (Hrs) Work Environment / Lab Requirement (Inclusive of Hardware / Software Specifications) Round Table Setup for four teams 30

32 with respect to negligence in health and safety measurements and outline a graph to depict and or support your gathered data. Written Test on Data Interpretation understanding capability / score and feedback Critical Thinking SB6. apply balanced judgements to different situations Team Activity Understand and Explain the purpose of different demo Graphs Team Activity: Assume two coworkers at workplace fought and the verbal fight turned to physical extent, both had a minor injury, as a team member or team lead how will you tackle this situation and apply balanced judgement. Attention to Detail SB7. apply good attention to detail Written Test (Self opinion based) followed by a discussion about applying balanced judgmental methodology / score and feedback Written Test (Pictorial Representation and Text Heavy based Questions) / score and 1.00 Hr Questionnaire Manual AND OR Test 31

33 feedback SB8. check your work is complete and free from errors Individual Activity List out all the steps, measurements and pointers to ensure that you follow health and safety measurements and verifying if you have missed to adhere to the system. Written Test (Formative Type) Enlist all the measurements to complete a work errorless / score SB9. get your work checked by peers Proof Reading Test on an already proof read passage by the trainee in the format of reproofing / Peer Evaluation Team Working SB10. work effectively in a team environment Skit Divide the team and play a skit where an act to be performed will depict eradicating lineance to health and safety policies / Faculty Evaluation 1.50 Hrs Questionnaire / Template / Forms 1.50 Hrs Round Table Setup for four teams Team Work Assessment Complete the work effectively as a team with responsibilities shared and thorough understanding / Score and Feedback 32

34 C. Technical Skills SC1. identify and refer anomalies Team Exercise Update and or Escalate the ideas or changes in the workflow while asking the trainees to take down the update, followed by explaining the same to the mass / Score and Feedback SC2. help reach agreements with colleagues Team Based Practical Test On a given task(s) the team has to workout together while discussing and considering all the points from every individual for a effective job turnout while having all agree with the final call / Score and Feedback SC3. keep up to date with changes, procedures and practices in your role Practical Activity Almost many do not have any idea about the aid to health issues. Manage/update a book on a weekly basis mentioning the methodology to execute first aid on a basic level injuries at workplace / safety measures to prevent possible injuries 1.50 Hrs Questionnaire / Template / Forms 1.00 Hr Round Table Setup for four teams 1.00 Hr Questionnaire Manual AND OR Test Written Test (Objective and Descriptive) on data management, updates and escalation capabilities / Score and Feedback 33