Provide and promote services to pharmacy customers

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 SIRCCCS002, 'Provide and promote services to pharmacy customers'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Provide and promote services to pharmacy 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 within designated response times.

1.2.Use appropriate language and tone in both written and spoken communication.

1.3.Observe, respond to and use appropriate non verbal communication.

1.4.Use active listening and questioning to facilitate effective two way communication.

1.5.Select and use communication medium and format appropriate to the situation.

2. Provide service to customers.

2.1.Respect and respond to diverse customers and their varying needs.

2.2.Establish rapport with customers to promote goodwill and trust during service delivery.

2.3.Identify customer needs and expectations using tact and discretion.

2.4.Recognise and respond to customers with special needs, and adapt communication style accordingly.

2.5.Anticipate customer questions and provide appropriate scope and depth of information to meet their needs.

2.6.Provide appropriate service time and special assistance to customers with special needs.

2.7.Monitor time and proactively communicate with customers to manage competing customer service priorities.

2.8.Identify high-risk customers and refer to relevant colleagues when services needs go beyond scope of own job role.

3. Enhance and promote services.

3.1.Identify and take opportunities to enhance service quality beyond immediate requests of customers.

3.2.Use communication skills to engage with customers and anticipate broader customer needs.

3.3.Consider full range of products and services offered when providing services.

3.4.Recognise potential health care support needs and provide current and accurate information on options.

3.5.Regularly obtain information to update knowledge of current and new pharmacy health care support services.

4. Respond to behaviours of concern.

4.1.Identify potential for conflict and take swift and tactful action to prevent escalation.

4.2.Deal with behaviours of concern firmly and diplomatically using resolution techniques to manage challenging circumstances.

4.3.Take action discreetly to minimise impact on other customers.

4.4.Prioritise safety of self and others, identify threats and request assistance.

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 positively, sensitively and politely.

5.3.Seek solutions by consulting the customer.

5.4.Resolve complaints according to individual empowerment and organisational policy.

5.5.Refer complex service issues to relevant colleagues according to organisational procedures.

5.6.Maintain a positive and cooperative manner at all times.