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Assessment for following 2 Competencies Areas for Improvement
FSKLRG09 Use strategies to respond to routine workplace problems FSKOCM07 Interact effectively with others at work
FSKNUM014 & FSKNUM15 cannot be
awarded unless Cluster 2 is competent.
Assessor Name:
……………………………………………………………………
Trainer/Assessor Signature & Date
……………………… ……………………….
WILSONTON STATE HIGH SCHOOL FSK20113 Certificate II Skills for Work and Vocational Pathways
Name: ___________________________
Teacher: _________________________
Date Completed: __________________
CLUSTER 3 Work Effectively ‐ Green
FSKLRG09 Use strategies to respond to routine workplace problems FSKOCM07 Interact effectively with others at work FSKNUM014 Calculate with whole numbers, familiar fractions, decimals and percentages for work
You will be given time to complete this booklet in class. You may also be required to use your own time. Assistance may be given with literacy and numeracy support. Reasonable adjustments can be made to support students with disabilities.
Trainee/Assessor Guide
Reasonable Adjustment This section needs to be completed only if assessment piece has been modified/adjusted to suit the learning needs of the student. NOTE: This assessment piece has been modified to give assistance to the language, literacy, numeracy or other needs of the students. The following changes have been made:
Reading of text Scribing assistance Physical assistance
Assistance with data gathering Assistance with comprehension
Other ……………………………………………………………………………………………………………..
Title FSK20113 Certificate II in Skills for Work and Vocational Pathways Cluster 2 – Induction
Unit of competency: BSBIWHS201A – Contribute to health and safety to self and others FSKRDG10 – Read and respond to routine workplace information FSKNUM014 ‐ Calculate with whole numbers and familiar fractions, decimals and percentages for work FSKNUM15 – Estimate, measure and calculate routine metric measurements for work
Student Name
Assessor Name
Start Date
Resources Resources required will be provided by your teacher.
Student Declaration I declare:
The work submitted is my own work and has not been written for me by any other person
Student Signature: Date:
Assessment Conditions/ Instructions and summary
There are three tasks to be
Assessment task
Date received
Satisfactory
Not Satisfactory
1
Portfolio booklet
2
Poster/Chart (Observation)
3
Certificate
4
Practice interview and Review (Observation)
Assessor Signature:
Date:
PORTFOLIO AND OBSERVATION CHECKLIST
Students will complete the following assessment tasks:
Mapping Satisfactory Unsatisfactory
1 Virtual Hotel – Internet exercise (attach CERTIFICATE as evidence)
FSKLRG09FSKOCM07
2 a) Standard operating procedures Wast Segregation – read information
and complete table.
FSKLRG09
b) Standard operating procedures Waste segregation – complete
POSTER/CHART (attach as evidence).
FSKLRG09
3 Filling in Time sheets – Use codes and information provided to complete timesheet.
FSKLRG09
4 Standard operating procedures –Food Safety – Answer True or False form cake sales information provided.
FSKNUM014
5 Stock management – calculate stock levels displayed as fractions and decimals from cake sales information provided.
FSKLRG09
6 Calculating volume of clay bricks using formulas provided (and routine metric measurements).
FSKNUM014
7 When is, measurement used in the workplace? Complete table using metric examples from the workplace.
FSKNUM15
8 Calculate weekly wages using 24‐hour time. Complete tables provided. FSKNUM15
9 Hotel occupancy rates – use information provided to calculate percentages and answer questions.
FSKNUM014
10 Effective communication in the workplace – Case Study and answer questions.
FSKNUM014
11 Communication etiquette in the workplace – Dos and Don’ts. Fill in missing statements.
FSKOCM07
12 a) Resolving workplace problems –read case study and complete the table to consider options and decide.
FSKOCM07
13 b) Resolving workplace problems –watch video clip and complete the table.
FSKLRG09
14 Dialogue Interaction using Organisational Chart. Questions and written dialogue. SPOKEN TASK.
FSKLRG09
15 Workplace behaviours – Case Study and written script.
FSKOCM07
16 Body language at Work – video clip and answer questions. FSKLRG09
17 Workplace Conflict Problems – read scenario, strategies dialogue and written script. SPOKEN TASK.
FSKOCM07
18 Communication Skills – Two Video clips and answer questions, written dialogue and answer questions.
FSKOCM07
Students must attain a SATISFACYORY result for all items on this checklist to achieve competency for
FSKLRG09 and FSKOCM07. Partial completion of FSKNUM014 and FSKNUM15.
Activity 1 – Virtual Hotel
1. Google ‘ Virtual Hotel’ (Mozilla Firefox is better for this exercise) and follow the instructions below: 2. Click on the link shown. Once on the website click ‘Let’s Go’. The module
loads, be patient. 3. Click ‘Enter Hotel’
4. Work through each of the areas of the hotel in turn by clicking on them and following the instructions (Reception, Dining room, Front bar, Hotel suite, Bottle shop, Gaming room and Kitchen). You need to complete them all. When you are finished, you will print your certificate with your name and date which must be attached to this booklet. If for some reason the certificate doesn’t print you will need to show your trainer your computer screen as evidence of completion.
Activity 2 – Standard Operating Procedures – Waste Segregation PART A Read the following instructions. Use this information to complete the table on the following page. INSTRUCTIONS Jeff works on a construction site as a labourer. Jeff’s employer would like everyone on the construction site to be more efficient at recycling. At present, the workers on the construction site do not always use the correct bins for the correct waste type. Jeff’s employer has asked him to spend the last two hours of his working day sorting through the waste on the construction site and disposing of the waste in the correct bins. Use the list of waste materials from a typical day on the construction site and the table provided on the next page to demonstrate how to sort the waste into the correct bins.
WASTE MATERIALS 3 plastic coke bottles Tree branches 5 empty cardboard bags that contained cement Leftover pieces of plastic piping Leftover steel segments Off‐cuts of timber Broken tiles Plastic cable ties Broken glass Old carpet Paper hamburger wrappers Bent nails Broken electric drill Plastic plumbers tape ½ cubic metre of soil ½ cubic metre of sand Apple core Polystyrene used for packaging Cardboard boxes Recyclable plastic cases used for light switches.
Sorting Waste Materials Place each of the listed waste materials from the previous page into the correct category below. An example of each has been completed for you:
General Rubbish
Metal Waste
Plastic Waste Recyclables
Green Waste
Cardboard Paper Waste
Soil and Rubble (Dirty Fill)
Broken glass
Bent nails 3 plastic coke bottles
Tree branches
5 empty cardboard bags that contained cement
½ cubic metre of
soil
Activity 2 – Part B Instructions: Jeff’s employer has asked him to create a chart or step instructions to educate his colleagues about waste segmentation and recycling. The chart/poster is to be used in staff inductions so that all new staff are aware of where to dispose of each waste type.
You will require the use of the internet and a computer to research different waste signs and colour coding that you can include in your chart or poster.
Have a draft of your poster/chart reviewed by your trainer and respond to feedback for your final copy. Final copies can be produced electronically or created on poster paper.
Attach your final copy of the poster to this booklet before submitting it. NOTE: The checklist below is completed by your trainer.
Did the student: Y N
Ask questions to clarify and confirm instructions
Locate relevant information
Propose appropriate problem solving strategies
Check that all facts are correct
Ask advice on effectiveness of proposed solutions
Trainer name:
Trainer signature: Date: List possible changes or suggestions required to improve the chart or poster in the space below.
Activity 3 – Filling in Time sheets INSTRUCTIONS: Jeff works on a building site and must fill in a time sheet each day to record the tasks he has completed and to record the time he takes for breaks. Use the information below to fill in the timesheet for Jeff’s day. You will need to use the codes below for the timesheet. Numbers or Codes are often used as they are quicker and easier to write. The first one is done for you.
He packed orders for machinery form 8:00am to 10:30am.
He had a break from 10:30am to 10:45am.
He tagged some equipment from 10:45am to 11:45am.
He helped Terry move some heavy pellets from 11:45am until 12:15pm.
He had lunch from 12:15pm until 1:15pm.
He did some running around (errands) for the supervisor after lunch, until 2:00pm.
He sorted waste on the site until the end of the shift at 4:00pm.
Task code Start Finish Total hours
3 8:00am 10:30am 2 hours 30 minutes
Codes
1. Driving machinery 4. Errands 7. Equipment tagging
2. Sort waste 5. Lunch and other breaks
8. Manually moving equipment
3. Packaging orders 6. Meetings 9. Paperwork
Activity 4 – Standard operating procedures – Food Safety Instructions: Refer to the following food rules and then answer the questions on the next page.
Rule 1. Thawing Food There are only 2 ways to thaw food: In a refrigerator (preferred method) or in a microwave. When thawing
food in a refrigerator, the food must reach 5c or below before it can be used for cooking. Plan to allow for thawing under refrigeration. This minimises the risk of bacterial multiplications reaching dangerous levels.
Because of the time it takes to thaw food in the fridge, it may be thawed in the microwave. But it must be cooked immediately after thawing.
For both thawing methods food, should be thawed completely. Never thaw food on a preparation surface or in water.
Rule 2. Food Refreezing Food that has been thawed must not be frozen. Each time the food is thawed the bacteria in the food will multiply to dangerous levels.
3. Food Cooling Food that been cooked, but not used or served immediately must be cooled using the 2/4‐hour rule as follows:
Cool the food to 21c within the first 2 hours; then to below 5c within the next 4 hours.
This will require the food to be; Placed in shallow trays, to maximise heat loss. For the first 2 hours, (do not put the cooling food in the refrigerator as this will raise the temperature of the food in refrigerator to
above 5c and promote the multiplication of bacteria.)
After the food as reached 21c or below within the first 2 hours please the cooling food in the refrigerator. A blast freezer could be used to cool the food
4. Reheating Food Food poisoning bacteria will multiply if foods are not
rapidly reheated to a core temperature of 75c within 2 hours. Foods are turned and/or stirred during heating to ensure even heat distribution.
Clean and sanitised cooking equipment and utensils are used to reheat food.
Foods are never reheated more than once; leftovers are thrown away.
Bain‐maries and pie warmers are used to hold hot
(>60c) food, but never for reheating. All menu items are reheated using validated procedures to ensure they deliver the required temperature at the required time.
6. Serving To prevent cross‐contamination during the serving of food follow good hygiene practices and minimise direct handling of food. Displaying food and self‐serve
All food on display should be protected from contamination by customers using covers, display cases and sneeze guards.
While self‐service of food by the public is not encouraged, if it is in place the following must be observed:
Supervise customers closely and dispose of contaminated food and make sure to heat food
warmers to above 70c. Keep hot food above 60c and cold food below 5c.
Make sure to use appropriate serving utensils.
5. Hot holding of prepared food Do NOT use bain maries or food warmers to reheat food.
Regularly check the internal temperature of the food and sanitise the temperature probe after using.
Preheat food warmer prior to adding food.
Heat food to at least 75c internal temperature.
Maintain food above at least 60c. Discard food held for more than 2 hours in a food warmer.
Discard food if temperature drops below 60c (Clostridium perfringens spores germinate very quickly
if food temperature drops below 60c).
Instructions: Jenni is a kitchen hand in the Siesta Hotel’s family restaurant. The topic of this week’s staff meeting is the standard operating procedures for the restaurant’s food safety program. Jenni is presented with some rules to follow when preparing, cooking, reheating or displaying food. The food safety supervisor must verify with all staff every two (2) months that they are following these rules. Use the information on the previous page to answer the questions below. Answer the questions by circling the correct answer.
1. When cooking thawed food, internal core temperature of the food must reach 60c. a) True b) False
2. When cooling food, it must reach 5c in the first 2 hours. a) True b) False 3. Bain maries can be used to reheat foods. a) True b) False 4. When using a food warmer you must discard food that has been held in it for more
than 2 hours. a) True b) False
5. Before using a food warmer it must be pre‐heated to above 70c. a) True b) False
6. In a self‐service situation hot food must be maintained above 60c and cold food below 5c.
a) True b) False 7. Can you re‐freeze food that has been thawed? a) Yes b) No 8. Can covers, display cases and sneeze guards be used to protect food on display from
contamination? a) Yes
b) No 9. What should be done to food when reheating to ensure even distribution of heat?
a) Food should be turned and/or stirred b) Food should be reheated several times
10. Is thawing food in the refrigerator the preferred method of de‐frosting food? a) Yes b) No
Activity 5 – Stock Management
The Siesta Hotel has a bakery located outside the café area. At the start of business the bakery has five of each cake in stock. During the day slices of cake (1/8), quarter (1/4), half (1/2) and whole cakes (1) are purchased by customers. At closing time, Jenni must calculate:
1. How much each cake has been purchased (displayed as a fraction). 2. The entire takings for the day (displayed as a decimal). 3. How much cake is remaining (displayed as a fraction).
Instructions: Complete the table using the information in the box that represents customers’ orders. Each cake can be cut into 8 slices. The cost of the cake is dependent on the size ordered.
$24.00 for a full cake (1) $12.00 for a half cake (1/2) $6.00 for a quarter cake (1/4) $3.00 for one slice (1/8) Cakes in stock Cake purchased
New York Baked Cheesecake 1 1 1/8 1/4 1/8 1/2 1/4
Chocolate Truffle Torte 1 1/2 1/4 1/4 1/4 1/8 1/8
Ricotta Cherry Cheesecake 1/2 1 1/4 1/2 1/4 1/2 1
Baked Alaska 1 1 1 1/2 1/4 1/4 1/2
Dessert Total fraction of
cakes sold
Money taken Cakes remaining
(subtract from 5)
New York Baked Cheesecake 3 1/4 $78.00 1 3/4
Chocolate Truffle Torte
Ricotta Cherry Cheesecake
Baked Alaska
Total takings:
Activity 6 – Calculating Volume of a Clay Brick Instructions: Find the volume of clay needed to make this brick using the formulas below. There are 3 cylindrical holes taken out of the brick.
Formulas: Volume of Rectangle prism = L x W x H
Where L = Length, W = Width, H = Height Step 1: Calculations: _________(L) x _________(W) x _________(H) = ___________
Volume of a cylinder = Where π = 3.14 | r is radius = diameter ÷ 2 | h = height (of cylinder). This is 5cm
Step 2: Calculations:
3.14 x _________ x _________ = ____________
Step 3: Multiply this answer by 3 (as there are cylinders)
________________ x 3 = __________________
Step 4: Subtract this answer from the volume of the rectangular prism (answer from Step 1).
____________ ‐ ____________ = ____________
Activity 7 – When is measurement used in
the workplace?
Instructions: Think about all the different measurements you may be required to use in the workplace. Complete the table below. You may use information from Activities 1 & 4 and/or a computer to research the OHS rules required to answer, “Why is this task completed in the workplace?”
What is the task requiring you to use
Numeracy/calculation skills?
What tools are used for this task?
What is the unit of
measurement used?
Why is this task completed in your
workplace?
e.g Measure window glass Steel tape measure
Millimetres Glass needs replacing as it is broken. Broken glass is a danger, window provides security and protection from weather.
Measure the length of time that sandwiches are in a display cabinet. Sandwiches put on display at 11am, if not sold, must be discarded by 2pm.
Measure the space between machines, installations, or piles of materials or goods in a workshop.
Measure the temperature of a fridge in your school.
Weigh a bag of self‐service confectionary.
Measure how far you can throw a ball.
Activity 8 – Calculate weekly wages and 24 hour clock As a part of calculating wages you need to understand 24 hour time. The 24‐hour check is a way of time keeping in which the day runs midnight to midnight and divided in 24 hours, numbered 0 to 23. When using 24‐hour time, the day begins at midnight, 0000, and the last minute of the day begins at 2359. 24‐hour time is expressed using 4 digits. Remember:
am means between midnight and midday. Morning time!
pm means between midday and midnight. Afternoon time!
Example: on the hour Example: 10 minutes past
24 Hour Clock
AM / PM 24 Hour Clock
AM / PM
0000 12 Midnight 0010 12:10am
0100 1:00am 0110 1:10am
0200 2:00am 0210 2:10am
0300 3:00am 0310 3:10am
0400 4:00am 0410 4:10am
0500 5:00am 0510 5:10am
0600 6:00am 0610 6:10am
0700 7:00am 0710 7:10am
0800 8:00am 0810 8:10am
0900 9:00am 0910 9:10am
1000 10:00am 1010 10:10am
1100 11:00am 1110 11:10am
1200 12 Noon 1210 12:10pm
1300 1:00pm 1310 1:10pm
1400 2:00pm 1410 2:10pm
1500 3:00pm 1510 3:10pm
1600 4:00pm 1610 4:10pm
1700 5:00pm 1710 5:10pm
1800 6:00pm 1810 6:10pm
1900 7:00pm 1910 7:10pm
2000 8:00pm 2010 8:10pm
2100 9:00pm 2110 9:10pm
2200 10:00pm 2210 10:10pm
2300 11:00pm 2310 11:10pm
1. Write the following in 24‐hour
time.
**Use the table as a guide if
required**
7 o’clock in the evening:
7:45 in the evening:
7:45 in the morning:
___________________________
2. Instructions: Below are the time sheets for two employees at the Siesta Hotel. You have just started work in the office and part of your role is to calculate the number of hours each employee works and the weekly earnings of each employee. Use the rate of pay for each employee to calculate their weekly earnings, before deductions.
Calculate wages. Express time as decimal fractions. You may use a calculator and working paper.
Remember to deduct 1 hour from the total hours worked each day, as employees do not get paid for their lunch break. Employees must work over 4 hours to be entitles to a lunch break.
Overtime is paid at time and a half. (Working out: $15.95 x 1.5 = ___________)
Change minutes to a decimal part of an hour.
Overtime is accrued after 7 total basic hours.
Employee: Max McIntyre Rate of pay: $15.95 per hour
Job Title: Receptionist Deduction for lunch: 1 hour
DAY BASIC HOURS TOTAL BASIC HOURS OVERTIME
Monday 09.15 – 17.15
Tuesday 08.30 – 16.30
Wednesday 08.30 – 18.30 2 hours
Thursday Day off
Friday 12.30 – 22.00 1.5 hours
Saturday 08.30 – 14.30
Sunday 09.00 – 17.00
Total (hours):
Subtotals (pay):
Total weekly earnings ( basic plus overtime):
Estimate: If your pay was rounded UP to the nearest dollar, estimate how much you would earn in a week for your BASIC HOURS. Use the table below to record your answers and show your mathematical working out.
Estimate Actual calculation Reasonableness Total hours x estimated pay _____ X _____ = _____
Total hours x Actual pay _____ X _____ = _____
Was your estimate reasonable? YES or NO
4. Instructions: Follow the same instructions as the previous timesheet exercise.
Employee: Jenni Smith Rate of pay: $15.75 per hour
Job Title: Bar person Deduction for lunch: 1 hour
DAY BASIC HOURS TOTAL BASIC HOURS OVERTIME
Monday 09.15 – 17.15
Tuesday 08.30 – 16.30
Wednesday 08.30 – 18.30
Thursday Day off
Friday 12.30 – 22.00
Saturday 08.30 – 14.30
Sunday 09.00 – 17.00
Total (hours):
Subtotals (pay):
Total weekly earnings ( basic plus overtime):
Estimate: If your pay was rounded DOWN to the nearest dollar, estimate how much you would earn in a week for your BASIC HOURS. Use the table below to record your answers and show your mathematical working out.
Estimate Actual calculation Reasonableness Total hours x estimated pay _____ X _____ = _____
Total hours x Actual pay _____ X _____ = _____
Was your estimate reasonable? YES or NO
Activity 9 – Hotel Occupancy Rates Instructions: The siesta Hotel has 40 rooms. The table on the following page shoes the room occupancy for April. Calculate the percentage of rooms occupied on each day. The first one is done for you. Complete the table and use the information in the table to answer the questions that follow. You may use a calculator.
Questions
1. On what date(s) were the most rooms occupied?
____________________
2. On what date(s) were the fewest rooms occupied?
_______________________
3. What was the average percentage occupancy rate for the Easter weekend?
(4 nights: Good Friday – Easter Monday inclusive)
_______________________
Holidays Date Occupied Rooms % Occupancy
1st April 14 35%
2nd 12
3rd 16
4th 29
5th 27
6th 22
7th 17
8th 16
9th 31
10th 24
11th 31
12th 32
13th 23
14th 14
15th 11
16th 15
17th 16
Good Friday 18th 36
Easter Weekend 19th 40
Easter Sunday 20th 40
Easter Monday 21st 35
22nd 32
23rd 24
24th 21
25th 18
26th 29
27th 21
28th 14
29th 13
30th 12
Activity 10 – Effective Communication in the Workplace Case Study Instructions: Read the case study below and answer the questions that follow. Students may read and discuss the case study as a group and answer the questions independently.
Julie works at the Siesta Hotel in the housekeeping department. Her role is
to train all new staff in general housekeeping skills.
Today she is training a new staff member Anne, on how to clean and
maintain the mini bar in guestrooms. Anne, who has just recently arrived
from Spain, finds Julie’s Australian accent quite difficult to understand.
Anna has asked Julie to repeat her instructions for cleaning and restocking
the mini bar, and she is still unable to understand her. So she decides to
complete the task her way before moving on to another room where she
repeats the same task.
After Anne has completed cleaning and restocking the mini bars that she
was assigned, Julie checks to see the tasks were completed to job
specification. Julie quickly discovers that Anna has not completed the task
as she was instructed. She wonders how this could happen when she has
instructed Anne over and over again.
As Anna is about to go home Julie catches up with her and asks Anna to
redo the mini bars. Anna can’t understand why Julie wants her to do this
again, when the afternoon housekeeping staff is now on duty.
Anna tells Julie that she has to go home now, and is unable to stay back
tonight. Julie can’t believe what she’s hearing and tells Anna that she must
finish her job before she goes home, and if she doesn’t do this, then she will
report her to the House Keeping Manager and Human Resource Manager.
Questions Remember you may discuss this with other students. 1. Why has communication failed here?
2. How can communication be improved between Anna and Julie?
3. What non‐verbal strategies could Anna use to explain when she doesn’t
understand?
4. What could Julie have said or done to check for understanding?
5. What may be some consequences of this miscommunication?
Activity 11 – Communication Etiquette in the
Workplace
It is very important to tailor your communication style to the communication expectations within the work environment.
Instructions: These communication examples show poor communication etiquette. State how
the communication should be handled. Fill in the spaces below with a suggested corrected
strategy.
Don’t wait five days to respond to a customer’s phone call or email. Do
Don’t say “huh”, when you don’t hear what was said. Do
Don’t answer your mobile phone during a job interview. Do
Don’t Use email emoticons when communicating with your superiors or business contacts. Do
Don’t tell your boss you think the employee dress policy “sucks”. Do
Don’t comment on your co‐workers’ shyness, acne or personal difficulties. Do
Don’t appear distracted and look around whilst talking to a customer. Do
Don’t answer your phone and talk loudly about your weekend whilst others are working around you Do
Don’t reply to an email or text when angry, as this may be regrettable later. Do
Don’t interrupt others when they are speaking. Do
Activity 12 – Resolving Workplace Problems Part A
Just before you go home from your job as a cook on Friday night, the restaurant supervisor informs you that she will be taking holidays in two weeks, and that she is appointing you to take her place. She will be away for three weeks. Although you have more seniority than the other employees and are an excellent cook, you don’t feel confident in being able to handle the supervisor’s job. You don’t feel comfortable dealing with customers, using the cash register, or handling conflicts that may arise between employees. You feel that you may not be able to effectively do her job and this will impact on how your employer perceives you.
What should you do? Instructions: Fill in the table below to help make your decision. Identify the issues. List what the problem(s) are/what your concerns are in taking on the new position.
Consider each person’s position, listing both yourself and your manager as to why you should/should not take the job.
My viewpoint: My manager’s viewpoint:
List the possible solutions (options that you have from here going forward).
Evaluate the options. What are the pros and cons of each possible solution? Honestly!
Select an option or options that you believe is best. What’s the best option in the balance? Is there a way to bundle a number of options together for a more satisfactory solution?
Document (write down) the agreement(s). Don’t rely on memory. Writing it down will help0 you think through all the details and implications.
Activity 12 – Resolving Workplace Problems Part B
Instructions: Watch the following video clip and complete the table below, listing productive
non‐productive behaviours when dealing with workplace conflict.
Conflict in the Workplace https://www.youtube.com/watch?v=UpW5I9Ifgbs
List recommendations below of how to deal with conflict in the workplace. You will need to include at least six productive behaviours and two non‐productive behaviours. An example of each has been completed for you:
Productive Behaviours Non Productive Behaviours1) Maintain a positive temperament e.g.
don’t take offence; don’t engage. 1. Do not use insulting words towards
colleagues.
2. 2.
3.
Any others:
4.
5.
6.
Activity 13 – Dialogue Below is an Organisation Chart showing job roles within a Gold Coast real estate company, ‘Gold City Realty’. Note the various roles within the company, including how some staff are in charge of selling real estate while others manage rental properties. Instructions: Use the Organisational Chart below for Gold City Realty to answer the following questions:
a) You are unsure if the chart is and old one or new one. Who would be a good person to ask about this problem and why? __________________________________________________________________
b) Indicate the employee(s) at Gold City Reality who would be best qualified to deal with the following situations:
A tenant is 10 days late making his fortnightly rent payment.
A salesperson is seeking guidance in regard to a contract on a house.
A tenant reports a faulty hot water system.
A salesperson has taken some digital photographs of a new listing and wants them placed on the agency’s Website.
PrincipalJessica Gold
Office Manager Michelle Farrow
Salesperson Helen Nevas
Salesperson David Rose
Salesperson Julie Crew
Property Manager Frank Sessarago
Assistant Manager
Rebecca Tinghe
Assistant Manager
Michael Robert
Property Management Receptionist Twiggy Zane
Administrative Assistant (Sales)
You
Instructions: Choose ONE of the problems from the previous page and write a dialogue below on how you may approach the relevant employee of Gold City Realty to explain your problem. DO NOT choose the first one as it has been done for you.
EXAMPLE Problem: A tenant is 10 days late in making his fortnightly rent payment.
Employee: I’m calling to let you know that out records show that you are 10 days late in making your fortnightly rent payment. Tenant: I’m sorry but I haven’t been getting much work and I will try to pay some more on my next pay day. Employee: When will that be? Tenant: Next Thursday. YOUR EXAMPLE: Problem: _____________________________________________________________________
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Verbalise this to your trainer once it is completed. **Speak and discuss this dialogue with your trainer** Dialogue spoken: Dialogue Discussed: Trainer: ___________________
Activity 14 – Workplace Behaviours Instructions: Read the following case study and answer the questions as if you are Nina. Monique enjoys working at the plastics factory. The managers and other staff are friendly and have worked hard to make her feel comfortable in her new positon. Monique gets on very well with Nina, who also works in the administration area of the company. They have lunch together most days and sometimes see each other on weekends. Whenever Monique has a spare moment, she pops over to Nina’s desk for a quick chat. They laugh and joke, and generally talk about what happened on the weekend and what is going on in the office. Monique is spending more and more time talking with Nina. It appears that Monique does not have enough work and is distracting Nina from her busy job. Monique also has nicknames for all the staff in the office and some of them are not pleasant. Monique has also been overheard describing a customer as a ‘stupid old man’. a) Identify 3 behaviours shown by Monique that are negative for the organisation.
________________________________________________________________________________________________________________________________________________________________________________________________ b) As this is affecting you in your job, you realise it needs to be addressed. Write what you would say to Monique, considering that you work with her so don’t want to ruin your personal relationship. You:_____________________________________________________________________________________________________________________________________________________________________________________________________________________________ Monique:_________________________________________________________________________________________________________________________________________________________________________________________________________________________ You:__________________________________________________________________________________________________________________________________________________ Monique:_____________________________________________________________________________________________________________________________________________
Activity 15 – Body Language at Work
Instructions: Answer the following questions: 1. What is body language? ______________________________________________________________________________________________________________________________________________________ 2. List five positive body language cues to use in the workplace. _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 3. How can you improve your own body language? ______________________________________________________________________________________________________________________________________________________ 4. Why is it important to be aware of your body language and tone of voice when dealing with others in the workplace? ______________________________________________________________________________________________________________________________________________________
Instructions: Watch the video clip
“Body Language at Work” by Peter Clayton
Activity 16 – Workplace Conflict Problems
Instructions: Read the following workplace scenario and write a dialogue as instructed to
handle the situation.
Scenario: Sam was working on the computer at her desk writing up a report. John, the office
manager, approached and said that he would try not to disturb her while he rearranged
some items in the office.
Current office floor plan:
Office floor plan changes proposed by John:
Office floor plan changes proposed by John:
John wants to move the office telephone away from the noise of the staff kitchen area and
into a place where staff can have quicker access to it when needed.
Sam realises that by placing it next to her desk she is going to be constantly distracted by co‐
workers speaking on the telephone as she’s trying to get her work completed. She is also
going to be expected to answer each call as she is the nearest to the telephone and this is a
job that should be shared equally amongst her co‐workers.
Sam’s desk Connie’s desk Jason’s desk Kitchen area
Office telephone
Sam’s desk Connie’s desk Jason’s desk Kitchen area
Office telephone
Write a possible dialogue from John to Sam below explaining why he is moving the phone next to her desk: John:
________________________________________________________________________________________________________________________________________________________________________ How is Sam going to explain to John that this is not the most appropriate place in the office for the telephone to be located? REMEMBER: As John is the office manager she will have to speak to him respectfully but also make sure her point of view is heard by him. Sam:
________________________________________________________________________________________________________________________________________________________________________ Explain your solution below (hint: could desks be moved?) Solution:
________________________________________________________________________________________________________________________________________________________________________ Draw your solution below on the office floor plan:
***Speak and discuss this dialogue and solution with your trainer*** Dialogue spoken: Dialogue Discussed: Trainer: ___________________
Kitchen area
Activity 17 – Communication Skills
Instructions: Answer the following questions:
1. List the effective telephone tips that should be used: a) Before you answer the telephone: _________________________________________________________________________________________________________________________________________________________________________________________________________________________________ b) When on the telephone: _________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 2. How can you be a good listener when on the telephone? _________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Instructions: List the four active listening techniques stated in the clip:
1. _________________________________________________________________________
2. _________________________________________________________________________
3. _________________________________________________________________________
4. _________________________________________________________________________
Instructions: Watch the video clip
“Effective Telephone Tips” from Successfully Speaking
Instructions: Watch the video clip
“Improve your Listening Skills Through Active
Listening” by Mind Tools
Instructions: Read the following case study. Answer the questions that follow it.
1. Did Bob use effective listening skills? Yes/No (Please circle) 2. Did Bob use effective speaking/telephone skills? Yes/No (Please circle) 3. What did bob do well? Listening Skills: ______________________________________________________________________________________________________________________________________________________ Skiing/Communication Skills: ______________________________________________________________________________________________________________________________________________________ 4. What could Bob improve on? Listening Skills: ______________________________________________________________________________________________________________________________________________________ Skiing/Communication Skills: ______________________________________________________________________________________________________________________________________________________ 5. What other questions could he have asked in order to give more help to the customer?
___________________________________________________________________________
___________________________________________________________________________
6. What organisational requirements did he meet in responding to the inquiry?
___________________________________________________________________________
___________________________________________________________________________
Bob: (answering phone in two rings) Hello, BJ Auto. This is Bob. Customer: Hello, Bob. I want to find out about a car part. Do you have a list of what you have in stock? Bob: No, we don’t. What were you interested in. Customer: Well there are a few different things for a 1969 Porsche. Bob: I know we have some parts for old Porsches. Can I get someone to call you back to you give you
more information? Customer: I suppose so. My number is 999 0909. Bob: And what was your name please? Customer: It’s Michael. Michael George. Bob: Okay Mr George. I’ll get the spare parts manager to call you this afternoon about parts for a ’69
Porsche. Bye. Bob then emailed the sales manager with the details and put the scrap of paper from his desk with the customer details in the bin.
Activity 18 – Practice Interview and review own performance Your trainer will organise a practice interview for you. This form will be used to assess how you performed in that interview. INTERVIEW FEEDBACK SHEET
INTERVIEWEE (YOU):
INTERVIEWER (YOUR TRAINER):
POSITION INTERVIEWING FOR:
Position VERY
GOOD
GOOD FAIR POOR NEED
IMP.
COMMENT
BEFORE THE INTERVIEW, did the applicant:
Arrive before time
Dress appropriately
Introduce him/herself
Bring necessary materials
DURING THE INTERVIEW, did the applicant:
Answer questions fully and confidently
Supply relevant information
Offer additional supportive information
Ask purposeful questions
Did the applicant: USE his/her VOICE effectively by:
Speaking clearly
Varying volume and pace
Did the applicant use effective BODY LANGUAGE including:
Appropriate gestures
Facial expressions
Appearing enthusiastic
Making eye contact
At the CONCLUSION OF INTERVIEW, did the applicant:
Complete the interview strongly
Offer a positive closing statement
Thank the interviewer
Leave a good impression
INTERVIEWERS COMMENTS
Strengths Areas Needing Attention
Instructions: Answer the following questions based on your interview performance. 1) What were you most happy about with your interview performance? What were your strengths in the interview?
______________________________________________________________________________________________________________________________________________________
2) What did not go so well?
______________________________________________________________________________________________________________________________________________________ 3) How could you improve for the next interview?
______________________________________________________________________________________________________________________________________________________
4) What strategies will you use to ensure these improvements occur?
______________________________________________________________________________________________________________________________________________________
Applicant Signature:_________________ Date: _____________
Trainer Signature: ___________________ Date: _____________
EVALUATE PERSONAL PERFORMANCE
Tick Yes or No for the following questions about your performance during your interview.
Punctual YES NO
Presentation YES NO
Neat and tidy YES NO
Clean YES NO
Hair and cosmetics acceptable YES NO
Shoes polished YES NO
When you answered questions did you:
Speak clearly and audibly? YES NO
Use language that showed you were interested in the positon? YES NO
Give enough positive information about yourself? YES NO
Praise your strengths and discuss you experience extensively? YES NO
Make eye contact with the interviewer as much as possible? YES NO
Smile? YES NO
Did you:
Sit upright and hold correct posture? YES NO
Wear appropriate clothing suitable for the position? YES NO
Ask suitable questions about the role and working conditions of the position?
YES NO
Ask many questions that showed your interest? YES NO
Research the company and the position adequately beforehand? YES NO
Make statements that showed your knowledge of the company? YES NO
Ask when you would know if you were successful in the interview? YES NO
Thank the interviewer for their time? YES NO
