CONTACT CENTER BASIC N COMMON.docx - BASIC COMPETENCIES...

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BASIC COMPETENCIES
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SESSION PLAN Sector : INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) Qualification Title : CONTACT CENTER SERVICES NCII Unit of Competency : Participate in Workplace Communication Module Title : Participating in Workplace Communication Learning Outcomes: 1. Obtain and convey workplace information 2. Complete relevant work related documents 3. Participate in workplace meeting and discussion A. Introduction: This module covers the knowledge, skills and attitudes required to obtain, interpret and convey information in response to workplace requirements. B. Learning Activities: LO 1. . Obtain and convey workplace information Learning Content Methods Presentation Practice Feedback Resources Time Parts of Speech Modular/Self-paced Discussion Read information sheet on 1.1-1 Parts of Speech Answer self-check 1.1-1 Check answers with answer key 1.1-1 CBLM/ Info sheet 1.1-1 Handouts Internet Sentence Construction Modular/Self-paced Discussion Read information sheet on 1.1-2 Sentence Construction Answer self-check 1.1-2 Check answers with answer key 1.1-2 CBLM/ Info sheet 1.1-2 Handouts Effective Communication Modular/Self-paced Discussion Read information sheet on 1.1-3 Effective Communication Answer self-check 1.1-3 Check answers with answer key 1.1-3 CBLM/ Info sheet 1.1-3 Handouts LO 2. . Complete relevant work related documents Learning Content Methods Presentation Practice Feedback Resources Time
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Technical Writing Modular/Self-paced Discussion Read information sheet on 1.2-1 Technical Writing Answer self-check 1.2-2 Check answers with answer key 1.2-2 CBLM/ Info sheet 1.2-2 Handouts Recording Information Modular/Self-paced Discussion Read information sheet on 1.2-2 Recording Information Answer self-check 1.2-3 Check answers with answer key 1.2-3 CBLM/ Info sheet 1.2-3 Handouts LO 3. . Participate in workplace meeting and discussion Learning Content Methods Presentation Practice Feedback Resources Time Basic Mathematics Modular/Self-paced Discussion Read information sheet on 1.3-1 Basic Mathematics Answer self-check 1.3-1 Check answers with answer key 1.3-1 CBLM/ Info sheet 1.3-1 Handouts Internet Types of Forms Modular/Self-paced Discussion Read information sheet on 1.3-2 Types of Forms Answer self-check 1.3-2 Check answers with answer key 1.3-2 CBLM/ Info sheet 1.3-2 Handouts A. Assessment Plan: Written exam/test Performance test B. Contribute to work group activities
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SESSION PLAN Sector : INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) Qualification Title : CONTACT CENTER SERVICES NCII Unit of Competency : WORK IN A TEAM ENVIRONMENT Module Title : WORKING IN A TEAM ENVIRONMENT Learning Outcomes : Upon completion of this module the trainees should be able to: LO1. Describe and Identify Team Role and Responsibility in a Team LO2. Describe Work as a team Member A. Introduction:
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  • Summer '17
  • Jayson Vicencio
  • read information sheet

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