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 SFLSOP008, 'Provide quality service to floristry customers'.
- Google Links
- links to google searches, with filtering in place to maximise the usefulness of the returned results
- Books
- Reference books for 'Provide quality service to floristry customers' 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
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Communicate with internal and external customers. | 1.1 Communicate with customers in a polite, professional and friendly manner. 1.2 Use appropriate language and tone in both written and spoken communication. 1.3 Use appropriate non-verbal communication. 1.4 Observe and respond to non-verbal communication of customers. 1.5 Show sensitivity to cultural and social diversity. 1.6 Use active listening and questioning to facilitate effective two way communication. 1.7 Select and use medium of communication appropriate for audience and situation. |
2. Maintain personal presentation standards. | 2.1 Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities. 2.2 Practise high standards of personal presentation and hygiene. |
3. Identify and meet customer needs | 3.1 Establish rapport with customers to promote goodwill and trust. 3.2 Identify customer needs and expectations including customers with special needs. 3.3 Meet all reasonable customer needs and requests promptly. 3.4 Provide relay services to customers and meet special requests. 3.5 Identify and act on opportunities to enhance service quality. |
4. Develop a customer relationship. | 4.1 Maintain contact with customers until orders are complete. 4.2 Develop rapport, provide empathy and special assistance to customers with special circumstances. 4.3 Promote repeat business through offer of promotional services |
5. Respond to customer complaints. | 5.1 Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint. 5.2 Respond to customer complaints and seek solutions in consultation with the customer. 5.3 Resolve complaints according to level of individual responsibility and organisational policy. 5.4 Refer complex service issues to relevant staff for action. 5.5 Maintain a positive and cooperative manner at all times. |