Formats and tools

Unit Description

Reconstruct the unit from the xml and display it as an HTML page.

Moodle 1.9 template

A moodle 1.9 course with content placeholders for the unit's elements and performance criteria.

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

Assessment Template

generate a spreadsheet for marking this unit in a classroom environment

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 columns headings to check that all performance criteria have been covered.

Assessment Tool

an assessor resource that builds a framework for writing an assessment tool

Evidence Guide

create an evidence guide for workplace assessment and RPL applicants

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)

XML

this is the source material provided by training.gov.au, transformed into the useful formats found on this site :-)

WikiSpaces

mark up the unit in a wiki format, ready to copy and paste into a wikispaces wiki page.

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.

Registered Training Organisations

Trying to find someone to train or assess you for 'Address customer needs'? This link lists all the RTOs that are currently registered to deliver BSBCUS402B, 'Address customer needs'.

Google Links

links to google searches, with filtering in place to maximise the usefulness of the returned results

Books

Reference books for 'Address customer needs' 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 :)

Resource Links

I tried writing some AI to extract important words and phrases from the unit and link them to wikipedia articles and other relevant online resources. Sometimes this routine was more A than I, but on the whole I'm happy with the results.

Questions and Answers

Look for relevant questions and answers about the subject on Yahoo. Again, this was an automated process, and some of the results are a bit odd. I'm still undecided about how useful this function is, so I'll be tinkering with it for a while yet.

address customer needs assist customer articulate needs customer needs fully explored understood agreed explain match available services products customer needs identify communicate rights responsibilities customers customer appropriate satisfy complex customer needs explain possibilities meeting customer needs assist customers evaluate service product options satisfy their needs prioritise preferred actions identify areas difficulty customer service take appropriate actions positive manner manage networks customer needs addressed establish effective regular with customers establish maintain expand networks appropriate referral customers products services outside organisation procedures place decisions about targeting customer services based date about customer products services available procedures put place referrals based matching customer needs availability products services maintain records customer interaction with organisational procedures address customer needs relates competency it allows environments bold italicised wording criteria detailed operating conditions present with depending situation needs accessibility industry regional included customers customers with routine requests person computer based telephone customers internal external customers social cultural ethnic backgrounds unwell drug affected emotionally distressed with varying physical mental abilities regular new customers rights responsibilities customers fulfilment external obligations informed consent effective regular giving customers full attention handling sensitive confidential issues eye contact face face interactions except eye contact culturally inappropriate speaking clearly concisely using active listening techniques using appropriate language tone voice using clearly written information/communication using non verbal g body language face face interactions using open closed questions products services either products services goods ideas infrastructure private sets benefits organisational procedures procedural manuals quality systems standards guidelines Wordle

create a wordle tag cloud from the unit's elements, performance criteria and range statement, then capture the screen - ready to include as an image in your online course or handouts.

Elements and Performance Criteria