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4
TVET CERTIFICATE IV in
NETWORKING
CODE ICTNEW4001
Kigali November, 2014
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ICTNEW4001-TVET CERTIFICATE IV
Networking
REQF Level 4 CURRICULUM
i | P a g e
© Workforce Development Authority, 2014
Copies available from:
Workforce Development Authority (WDA)
P. O. BOX 2707 Kigali
Tel: (+250) 255113365
Fax: (+250) 255113365
Email: [email protected]
Web: www.wda.gov.rw
Original published version updated:
November, 2014
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Copyright
The Competent Development Body of this Curriculum is © Workforce Development Authority
(WDA). Reproduced with permission.
The following copyright warning applies to the material from the Training Package:
All rights reserved. This work has been produced initially with WDA. This work is copyright, but
permission is given to trainers and teachers to make copies by photocopying or other
duplicating processes for use with their own training organizations or in a workplace where the
training is being conducted. This permission does not extend to the making of copies for use
outside the immediate training environment for which they are made, nor the making of copies
for hire or resale to third parties. The views expressed in this version of the work do not
necessarily represent the views of WDA. The competent Body does not give warranty nor
accept any liability.
The WDA owns the copyright on all Curricula. Schools may reproduce this program in part or in
full for bona fide study or classroom purposes only. Acknowledgement of the WDA copyright
must be included on any reproductions. Learners may copy reasonable portions of the
curriculum for the purpose of study. Any other use of this curriculum must be referred to the
WDA. Ph: (+250) 255113365; fax: (+250) 255113365.
© Workforce Development Authority (WDA) 2014
Published by
Workforce Development Authority (WDA)
P. O. BOX 2707 Kigali
Tel: (+250) 255113365
Internet: http:// www.wda.gov.rw
http://www.wda.gov.rw/
iii | P a g e
Table of Contents
C o p y r i g h t i i
T a b l e o f C o n t e n t s i i i
L i s t o f a b b r e v i a t i o n s v i i
A c k n o w l e d g m e n t s x
1 . G E N E R A L I N T R O D U C T I O N 1
2 . Q U A L I F I C A T I O N D E T A I L S 2
2.1 Description 2
2.2 Minimum entry requirements 2
2.3 Information about pathways 2
2.4 Job related information 2
2.5 Employability skills and life skills 2
2.6 Information about competencies 4
3 . T R A I N I N G P A C K A G E 5
3.1 Course structure 5
3.2 Competencies chart 5
3.3 Flowchart 7
4 . A S S E S S M E N T G U I D E L I N E S 8
4.1 Assessment Methodology 8
4.2 Portfolio 8
C C M O L 0 0 1 - O C C U P A T I O N A N D L E A R N I N G P R O C E S S 1 1
LU 1: Participate as part of a team and respect the rules of the training environment. 13
LU 2: Explain the occupation and learning process 17
LU 3: Respect the facilitation and apply learning methods. 20
LU 4: Develop personal plans based on self-assessment practices 23
C C M C S 4 0 1 - C O M P U T E R S K I L L S 2 9
LU 1: Protect computer system 31
LU 2: Use Spreadsheet. 37
LU 3: Use Presentation 46
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C C M Q S 4 0 1 - P R O V I D I N G Q U A L I T Y C U S T O M E R S E R V I C E 5 2
LU 1: Develop and maintain product, service and market knowledge. 55
LU 2: Provide a quality service experience to customers. 62
LU 3: Deal with complaints and difficult customer service situations. 69
LU 4: Manage and use information about clients and customers. 77
C C M H E 4 0 1 - I M P L E M E N T I N G S . H . E . P O L I C I E S A N D P R O C E D U R E S 8 1
LU 1: Identify hazardous areas to be improved. 83
LU 2: Apply SHE practices. 89
LU 3: Assess and control risks. 97
LU 4: Awareness of SHE in working place. 102
C C M E N 4 0 1 - I N T E R M E D I A T E W O R K P L A C E E N G L I S H 1 0 8
LU 1: Write factual, descriptive, and explanatory texts. 111
LU 2: Apply a range of listening strategies to understand predictable messages. 119
LU 3: Discuss general and trade-related topics. 124
LU 4: Read medium texts on general and trade-related topics. 129
C C M K N 4 0 1 - I K I N Y A R W A N D A C Y ’ U M U N Y A M W U G A 1 3 4
LU 1: Gukoresha ubuvanganzo gakondo bufatiye ku mwuga ashyikirana n’abandi. 137
LU 2: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ibyiza by’ikoranabuhanga mu iterambere
ry’umwuga no kugaragaza intêgo y’izina mbonera. 143
LU 3: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ububi bw’ibiyobyabwenge mu rubyiruko no
kugaragaza amategeko y’igenamajwi mu izina mbonera. 150
LU 4: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza uburyo bunyuranye bwo gufata neza
ibidukikije. 157
LU 5: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza akamaro k’ubutabazi bw’ibanze no
kwandika yubahiriza imyandikire y’Ikinyarwanda. 163
C C M B P 4 0 1 - B U S I N E S S P L A N D E V E L O P M E N T 1 7 0
LU 1: Identify elements of business plan. 172
LU 2: Write a business plan in line with the identified elements 178
LU 3: Establish strategies to monitor evaluate and update the business plan (Contingency plan). 189
LU 4: Present a business plan 195
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C C M I A 4 0 1 - I N D U S T R I A L A T T A C H M E N T P R O G R A M ( I A P ) 2 0 0
LU 1: Investigate and secure industrial attachment place. 202
LU 2: Deal with workplace challenges. 209
LU 3: Get briefed on industrial attachment program. 213
LU 4: Develop one’s competencies on the workplace. 217
N E W N F 4 0 1 - N E T W O R K F U N D A M E N T A L S 2 2 1
LU 1: Introduce Network Concepts 223
LU 2: Apply network protocols and communications 228
LU 3: Apply IP addressing (IP v4&IPv6) 232
N E W N M 4 0 1 - N E T W O R K M A I N T E N A N C E 2 3 7
LU 1: Conduct site survey 239
LU 2: Determine and implement solutions 244
LU 3: Document the work done 248
Summative Assessment 253
N E W S L 4 0 1 - L A N 2 5 7
LU 1: Apply basics of Computer networking and set up a LAN 259
LU 2: Conduct site survey 266
LU 3: Configure and troubleshoot a LAN 272
LU 4: Document the work done 277
LU 5: Troubleshoot router 281
N E W P R 4 0 1 - R O U T I N G 2 8 6
LU 1: Introduce routing and packet forwarding 288
LU 2: Conduct site survey 294
LU 3: Configure and verify Routing Protocols 300
LU 4: Troubleshoot router 305
LU 5: Troubleshoot router 310
Summative Assessment 314
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N E W P S 4 0 1 - S W I T C H I N G 3 1 9
LU 1: Introduction to switched networks 322
LU 2: Conduct site survey 327
LU 3: Describe Basic switching concepts and configuration 333
LU 4: Introduce VLANs configurations 340
LU 5: Perform VTP configurations 345
LU 6: Perform STP configurations 349
LU 7: ImplementInter-VLAN routing 353
LU 8: Perform VTP configurations 357
LU 9: Document the work done 363
Summative Assessment 367
N E W W I 4 0 1 - W I R E L E S S N E T W O R K I N D O O R 3 7 0
LU 1: Apply wireless network Concepts 372
LU 2: Plan and Conduct Site survey 377
LU 3: Configure and maintain wireless network 383
LU 4: Document the work done 389
Summative Assessment 393
G L O S S A R Y a
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List of abbreviations
AIDS Acquired Immunodeficiency Syndrome
ANSI American National Standard Institute
ARP Attacks Address Resolution Protocol attacks
BGP Border Gateway Protocol
BPDU Timers Bridge Protocol Data Units
CCITT Consultative Committee for International Telephony and Telegraphy
CCM Complementary Competencies
CD Compact Disk
CDU Curriculum Development Unit
CIDR Classless Inter-Domain Router
CLI Command Line Interface
CPU Control Processing Unit
DHCP Dynamic Host Control Protocol
DNS Domain Name service
DoS Denial of service
DVD Digital Video Disc
EIGRP Enhanced Interior Gateway Routing Protocol
GUI Graphical User Interface
HIV Human Immunodeficiency Virus
HSRP Hot standby router protocol
I/O Input/output
ICT Information Communication Technology
ICTNW ICT sector Networking sub sector
IEEE Institute of Electrical Electronics Engineers
IGRP Interior Gateway Routing Protocol
ILO International Labor Organization
IOS Internetwork Operating System
IP Internet Protocol
IP v4 Internet Protocol version4
IPv6 Internet Protocol version 6
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IS-IS Interconnection System to Interconnection System
ISL Inter-switch Link
ISO International Organization of standards
ISP Internet service provider
IT Information Technology
LAN Local Area Network
LEDs Light Emitting Diode
LLC Logical link control
MAC Address Media access control Address
MAN Metropolitan Area Network
MAU Media Access Unit
NAT Network Address Translation
NICs Network Interface Cards
NTQF National Technical Qualification Framework
OSI model Open Systems Interconnection
OSPF Open Shortest Path First
OSPFv2 Open Shortest Path First Version2
PC Personal Computer
PCI Payment Card Industry
PDA Personal Digital Assistance
PDAs Personal Digital Assistant
PoE Path of Exile
PPE Personal Protective Equipment
PVST Per-VLAN Spanning Tree
RAM Random Access Memory
REQF Rwandan Education Qualification Framework
RF Radio Frequency
RFID Radio-frequency identification
RIPv1 Introduction to Routing Information Protocol version1
RIPv2 Introduction to Routing Information Protocol
ROM Read Only Memory
SOHO Small Office Home Office
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SSH Secure Shell
STI Sexual Transmission Infection
STP Shielded Twisted Pair
TCP/IP Transmission Control Protocol/Internet Protocol
TSS Technical Secondary School
TVET Technical and Vocational Education and Training
USB Universal Serial Bus
VGA Video Graphical Adapter
VLAN Virtual Local Area Network
VPN Virtual Private Network
VSO Voluntary Service Overseas
WAN Wide Area Network
WLAN Wireless Local Area Network
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Acknowledgments
Workforce Development Authority wishes to thank the following persons who participated in
the development of this curriculum:
Coordination
HABIMANA Theodore
MUHIRE JMV
Facilitators
RWAMASIRABO Aimable
NIKUZE Bernadette
Curriculum Development Team
MUDAHERANWA Herve
NDAGIJIMANA Straton
HABUMUGISHA Patrick
BUJERERI Didier
HABYARIMANA Jean
SHARAMANZI Simon Pierre
HABUMUGISHA Fulgence
NIYONGABO Ezekiel
NTWALI Yves
NSENGIMANA Lindiro Giscar
MUGISHA Martin
MUKUNDWA Alice
MUGUME Arthur
HATANGIMBABAZI Hilaire
NKUBANA Alphonse
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1. GENERAL INTRODUCTION
The curriculum presents a coherent and significant set of competencies to
acquire to perform the occupation of Networking. It is designed with an
approach that takes into account the training needs, the work situation, as well
as the goals and the means to implement training.
The modules of the curriculum include a description of the expected results at the end of
training. They have a direct influence on the choice of the theoretical and practical learning
activities. The competencies are the targets of training: the acquisition of each is required for
certification.
The curriculum is the reference to carry out the assessment of learning. Assessment tools of
learning are developed on the basis of this document.
The curriculum consists of three parts. The first part is of general interest and shows the nature
and goals of a program and the key concepts and definitions used in the document. The second
part presents the qualification, its level in the qualification framework, its purpose, its rationale
and the list of modules it comprises. The third part deals with the training package. It includes
the competencies chart, the sequencing of module learning, the description of each module
and the course structure.
The pages describing the modules are the heart of a curriculum. They present the title of the
module, the length of training, the amount of credits, the context in which the competency is
performed, the prerequisite competencies, the learning units and the performance criteria.
In each module, a course structure is provided. The course structure describes the learning
outcomes (knowledge, skills and attitude) and the learning contents related to each learning
unit. Also, the learning activities and resources for learning are suggested.
Finally, the assessment specifications and guidelines are included in each module.
Section
1
2 | P a g e
Section
2 2. QUALIFICATION DETAILS
2.1 Description
This qualification provides the skills and
knowledge for an individual to install and
manage small and medium scale networks
and other various jobs in networking field,
either as an independent Network
technician or as part of a team. The
individuals with this qualification can enter
the TVET Certificate V in order to be
equipped with the necessary competences
to function as Network Administrator,
Senior IT technician.
At the end of this qualification, qualified
learners will be able to:
Describe the occupation and learning process
Implement health safety and environment precaution
Develop business plan
Provide quality customer service
Apply Computer Skills
Use Intermediate English at workplace
Gukoresha i Kinyarwanda cy’ umunyamwuga
Apply Network fundamentals Set up LAN Perform Routing Perform Switching Setup Wireless Network indoor
Perform Network Maintenance Integrate the workplace
2.2 Minimum entry requirements
The minimum entry requirement to this
qualification is to be physically and mentally
fit with broad knowledge, skills and attitude
of ICT background.
Title: TVET Certificate IV in Networking
Level: REQF Level 4
Credits: 114
Sector: Information Technology
Sub-sector: Networking
Issue date: November, 2014
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2.3 Information about pathways
2.4 Job related information
This qualification prepares individuals to integrate the interior design industry with the
professionalization of floor, wall and ceiling design; this qualification again offers the opportunity to
execute the works as wall finishing designer, floor designer and ceiling designer while ensuring that
safety, security and environmental regulations are respected.
2.5 Employability skills and life skills
Through the generic modules, individuals with this qualification have acquired the life and
employability skills to meet the following industry or enterprise requirements:
Communication
Documenting technical work in plain English
Writing and presenting reports
Possible jobs related to this qualification
IT support
Network Technician
IT Technician
Cabling Technician
Preferred pathways for candidates entering
this qualification include:
Candidates enter this qualification
after achieving TVET Certificate III in
Computer System technology or other
relevant qualifications or through
Recognition of Prior Learning in
Computer and Networking field.
Progression route of candidates achieving
this qualification include:
Candidate’s exit this qualification is
able to enter TVET Certificate V in
Networking or a range of other
related TVET Certificate V
qualifications.
Pathways into the qualification
Pathways from the qualification
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Safety and security precautions
Working collaboratively with project team members
Health and environment
Health reproduction
Rwanda environmental protection, practices rules and regulations
Business Plan
Producing a small IT business plan
Planning and organizing
Preparing feasibility reports that take into account project scope, time, cost, quality,
communications and risk management
Self-management
Taking responsibility for own outputs in relation to specified quality standards
Working according to the Rwandan Computer Society Code of Ethics regarding
security, legal, moral and ethical issues
Technology
Manipulate computer
Using internet
Languages other than Kinyarwanda
Using English as the medium of communication in the working environment
4 | P a g e
Number of competencies: 14 Core competencies : 6 Complementary competencies : 8 The total number of Credits: 114
2.6 Information about competencies
No Code Complementary competencies Credit
1 CCMOL001 Describe the occupation and learning process 3
2 CCMCS401 Apply Computer skills 3
3 CCMQS401 Provide quality customer service 3
4 CCMHE401 Implement SHE policies and procedures 3
5 CCMEN401 Use intermediate English at workplace 3
6 CCMKN401 Gukoresha I Kinyarwanda cy’umunyamwuga 3
7 CCMDB401 Develop business plan 3
8 CCMIA401 Integrate the workplace 30
Total 51
No Code Core competencies Credit
GEN
ERA
L
1 NEWNF401 Apply Network fundamentals 8
SPEC
IFIC
2 NEWSL401 Set up LAN 12
3 NEWPR401 Perform Routing 12
4 NEWPS401 Perform Switching 12
5 NEWWI401 Setup Wireless Network indoor 12
6 NEWNM401 Perform Network Maintenance 7
Total 63
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3. TRAINING PACKAGE
The training package includes the competencies chart, the flowchart, the
modules, the course structure, and the assessment guidelines.
3.1 Course structure
The course structure describes the learning outcomes for each learning unit. These learning
outcomes are the essential skills and knowledge to be acquired. The contents to be covered for
each learning outcome are prescriptive. The Learning Activities contain a series of suggestions,
usually with several options, that will guide the learner and the trainer.
3.2 Competencies chart
The competencies chart is a table that presents an overview of the specific competencies, the
general competencies, the work process and the time allocated to each competency. This table
provides an overall view of the competencies of the training program and allows identification
of the logical sequence of the learning of these competencies.
The competencies chart shows the relationship between general competencies and specific
competencies that are particular to the occupation, as well as the key stages of the work
process. It shows the links between the elements in the horizontal axis and those in the vertical
axis. The symbol (ο) marks a relationship between a general competency and specific
competency. The symbol (∆) indicates a relationship between a specific competency and a step
in the process of work. When the symbols are darkened, it indicates that the link is taken into
account in the description of the specific competency.
The competencies chart allows the trainer to consider the complexity of the competencies in
the organization of the progress of learning. Therefore, the vertical axis shows the specific
competencies in the order they should be acquired.
This is the starting point of the presentation of the competencies in the flowchart presented in
the following pages.
Section
3
6 | P a g e
Figure 1: Competencies chart
Between the process and particular competencies | Between general and particular
competencies
▲: Functional link application ●: Functional link application
∆: Functional link existence ο: Functional link existence
Dur
atio
n (
550
Hrs
)
An
alyz
e th
e si
te
Mak
e a
sche
mat
ic d
iagr
am
Impl
emen
t th
e w
ork
Test
the
wor
k do
ne
Doc
umen
t th
e w
ork
done
Des
crib
e th
e oc
cupa
tion
and
lear
ning
pro
cess
Guk
ores
ha i
Kiny
arw
anda
cy’
um
unya
mw
uga
Impl
emen
t he
alth
saf
ety
and
envi
ronm
ent
prec
auti
on
Ap
ply
Com
pute
r Sk
ills
Use
Int
erm
edia
te E
nglis
h at
wor
kpla
ce
Prov
ide
qual
ity
cust
omer
ser
vice
Dev
elop
bus
ines
s pl
an
Inte
grat
e w
ork
plac
e
Ap
ply
Net
wor
k fu
ndam
enta
ls
1 2 3 4 5 6 7 8 80
Duration (590 Hrs) 30 30 30 30 30 30 30 300
80
1 Set up LAN 120 ▲ ▲ ▲ ▲ ▲ ○ ○ ● ● ○ ○ ○ ● ●
2 Perform Routing 120 ▲ ▲ ▲ ▲ ▲ ○ ○ ● ● ○ ○ ○ ● ●
3 Perform Switching 120 ▲ ▲ ▲ ▲ ▲ ○ ○ ● ● ○ ○ ○ ● ●
4 Setup Wireless Network
indoor120 ▲ ▲ ▲ ▲ ▲ ○ ○ ● ● ○ ○ ○ ● ●
5 Perform Network Maintenance 70 ▲ ▲ ▲ ▲ ▲ ○ ○ ● ● ○ ○ ○ ● ●
NETWORK TECHNICIAN
Mapping technician
SPECIFIC COMPETENCIES
#
GENERAL AND COMPLEMENTARY COMPETENCIESPROCESS
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3.3 Flowchart
The flowchart of sequencing of learning is a schematic representation of the order of
acquisition of the competencies. It provides an overall planning of the entire training
programme and shows the relationship between the modules. This type of planning is to ensure
consistency and progression of learning. For each module, the flowchart shows the learning
that is already in place, the learning that is to take in parallel or later. The positions defined will
have a decisive impact on all subsequent pedagogical choices. The flowchart of the sequence of
learning of the modules of the training programme is presented on the following page.
Figure 2: Flowchart
Occupation and learning process 3
Computer skills 3 Providing quality customer service 3
Implementing S.H.E. Policies and procedures 3 Intermediate workplace english 3
Ikinyarwanda cy’umunyamwuga 3
Network fundamentals 8
LAN 12 Routing 12
Switching 12
Wireless Network indoor 12
Network Maintenance 7
Business plan development 3
Industrial attachment program (IAP) 30
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4. ASSESSMENT GUIDELINES
4.1 Assessment Methodology
To assess knowledge, practical, and application skills through a jury system of continuous
evaluation that encourages learners to display understanding of the principles in application to
set practical tasks and their attendant theory to assess self-learning.
4.2 Portfolio
A portfolio is a collection of learner work representing learner performance. It is a folder (or
binder or even a digital collection) containing the learner’s work as well as the learner’s
evaluation of the strengths and weaknesses of the work. Portfolios reflect not only work
produced (such as papers and assignments, direct demonstration, indirect demonstration,
products, documents), but also it is a record of the activities undertaken over time as part of
learner learning. The portfolio is meant to show learner growth, development, and
achievements in the education system. It also shows that you have met specific learning goals
and requirements. A portfolio is not a project; it is an ongoing process for the formative
assessment. The portfolio output (formative assessment) will be considered only as enough for
complementary and general modules. Besides, it will serve as a verification tool for each
candidate that he/she attended the whole training before he/she undergoes the summative
assessment for specific modules.
There are two types of assessment (Formative Assessment and Summative/Integrated
Assessment). Each assessment has its own rule for passing to be declared competent.
Formative Assessment
This is applied on all types of modules (e.g. Complementary, General and Specific modules)
A trainee to be competent for a formative module must have at least 70% on checked
items or “yes” in indicators (e.g. questions, indicators in the checklist)
Each trainee should be competent on all formative assessments to be declared competent
on that module
All formative assessment should be declared competent before taking the
summative/integrated assessment
Section
4
9 | P a g e
Summative/Integrated Assessment
All Summative/Integrated assessment should match with the content of the module in the
curriculum.
Summative/Integrated Assessment is always in practical, giving it as a theoretical type of
assessment is not acceptable.
The integrated situation provided in the curriculum is a sample of the assessment to be
carried out, the Trainer/Teacher has the role of developing another one referring to the
task to be carried out in the integrated situation in accordance to the circumstances inside
school, but the integrated situation should stick on the components of a task.
During Summative/Integrated assessment, assessor panel members should be three (3).
This Summative/Integrated assessment can be seen in specific modules and the Trainee
can be declared competent by the following rules:
For YES or NO scoring of indicators in Summative/Integrated Checklist
The trainee can be declared competent based on the assessment CRITERIA and its respective
assessment indicators
Assessment Criteria Passing Line in the
assessment indicators
Quality of Process 90%
Quality of Product 100%
Relevance 90%
Rest of Criteria/ any other criteria
(example: Safety)
100%
10 | P a g e
Note: the Assessor should check if the 10% indicator (Quality of Process and Relevance) in
which the Trainee was not able to meet during Summative/Integrated Assessment should not
be among those indicators that can cause any hazard, or the one indicator that is performed
poorly where there is room for improvement.
1. During assessment, trainees with special needs (e.g. people with disability) should be
assisted accordingly.
2. Deputy School Manager in-charge of Studies, Class Teacher, and Trainer should consider
the status (competent/not yet competent) of trainees before delivering the next module
with pre-requisites.
3. Respect of flowchart particularly in considering the delivery of modules which has
prerequisite of a following/subsequent module is considered in issuing TVET certificate,
otherwise other modules can be given anytime.
4. All evidences during assessment (e.g. quiz, checklist, forms) should have a written form
that is compiled in the Trainer (source) and Trainee (result) portfolio. Portfolio is the
responsibility of School, Class Teacher, and Trainees. It should be given to trainees after
certification.
5. Industrial Attachment Program (IAP)
- All Trainees should finish and declared competent on all modules before taking IAP
module.
- Trainees should finish and declared competent on the 30 hours content of IAP
module written in the curriculum before they go to workplace or industry.
- The school should organize visit for all trainees in the workplace or industry to
confirm and assist IAP especially in filling up the logbook.
- An interview to the trainee should be conducted in the school after the IAP has
been completed and should be documented in the trainee portfolio.
- All completed logbooks should be part of the trainee portfolio.
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C C M O L 0 0 1 - OCCUPATION AND LEARNING PROCESS
CCMOL001 Describe the occupation and learning process
REQF Level: All Learning hours
Credits: 3 30
Sector: All
Sub-sector: All
Issue date: November, 2017
Purpose statement
This module is covered first in all qualifications. It allows the learner to get to know the other
participants to the training programme and to understand himself/herself as part of a team.
Also, the trainee will develop a comprehensive and clear vision of the occupation and the
training programme. The module will allow the participant to avoid mistakes of career
guidance and confirm or deny his/her choice from the start. The training and learning
methods are presented to the learner. This approach encourages greater motivation and,
subsequently, a better integration of various learning.
12 | P a g e
Learning assumed to be in place
Not applicable
Elements of competency and performance criteria
Learning units describe the essential outcomes of a competency.
Performance criteria describe the required performance needed to demonstrate achievement
of the learning unit.
By the end of the module, the trainee will be able to:
Elements of competency Performance criteria
1. Participate as part of a team
and respect the rules of the
training environment
1.1 Proper introduction of oneself
1.2 Appropriate integration in team
1.3 Appropriate participation in setting rules and adhere
to them
2. Explain the occupation and
learning process
2.1 Proper description of the main/major elements of
occupation
2.2 Adequate explanation about the one’s qualification
3. Respect the facilitation and
apply learning methods
3.1 Proper engagement in active and participatory
learning methods
3.2 Adequate description of the assessment procedures
4. Develop personal plans
based on self-assessment
practices
4.1 Proper identification of values, skills and interests
4.2 Proper assessment of values, skills and interests
4.3 Correct Setting of goals
4.4 Proper development of plans in order to reach the
set goals
4.5 Proper assessment of one’s learning style
4.6 Adequate identification of learning strategies
13 | P a g e
LU 1: Participate as part of a team and respect the rules of the training environment.
1 Learning Outcomes:
1. Introduce oneself and get to know one another 2. Intergrate in team 3. Participate in setting rules and adhere to them
6 Hours
Learning Outcome 1.1: Introduce oneself and get to know one another
Introductions
Expectations about the
training
o Introduction
o Game
Presentation of trainees’ expectations
- Trainer manual
Formative Assessment 1.1
Performance criterion
Proper introduction of one self.
Resources Learning activities Content
14 | P a g e
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written or performance
Written assessment (Recommendation: ranking exercise)
Group work (e.g. role play or scenario)
Checklist Score
Yes No
Learner opens introduction with a greeting
Learner says their name
Learner includes his/her background (academic, technical & work qualifications)
Learner closes introduction (e.g. “I am happy to be with you”)
Learner demonstrates consistent eye contact
Learner displays appropriate body language
Speaks in at an audible level
Learner is able to express his/her expectations
Learner is able to share his/her hobbies/interests
Learner is able to link his/her background to his/her future interests
Learner is able to advocate for his/her abilities, skills, interests
Learner uses advanced body language techniques
Observation
Learning Outcome 1.2: Intergrate in team
Working as a team
Building trust
o Game
o Group discussions
- Trainer manual
Resources Learning activities Content
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Formative Assessment 1.2
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Performance
Practical task of a team
Checklist Score
Yes No
Closeness/cohesion
Active participation
Responsibilities taker
Mutual collaboration with others
Openness/free expression
Open to criticism/flexibility
Contribution of someone
Complying with rules set
Observation
Learning Outcome 1.3: Participate in setting rules and adhere to them
Rules of the classroom
Group responsibilities
o Brainstorming
o Discussions
o Assign class tasks
- Trainer manual
Formative Assessment 1.3
Resources Learning activities Content
Performance criterion
Appropriate integration in team.
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Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Practical task of a team
Checklist Score
Yes No
Signed commitment contract
Occupation title
Duties and responsibilities
Observation
Performance criterion
Appropriate participation in setting rules and adhere to them.
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LU 2: Explain the occupation and learning process
2 Learning Outcomes:
1. Describe the main/major elements of occupation 2. Explain about the one’s qualification
12 Hours
Learning Outcome 2.1: Describe the main/major elements of occupation
Characteristics of the occupation
Place of the occupation in the sector
The impact/importance of the occupation in economic development
Working conditions
o Group discussion o Personal research o Visit of a business in the
neighborhood
- Pictures of people in working situation
- Documents describing the occupation
- Documents describing the sector
Formative Assessment 2.1
Performance criterion
Proper description of the main/major elements of occupation
Resources Learning activities Content
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Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Essay
Verbal explanation (interview)
Checklist Score
Yes No
Working conditions
Equipment tools and materials
Equipment tools and materials
REQF level
Equipment tools and materials
Award certificate
Observation
Learning Outcome 2.2: Explain about the one’s qualification
Rationale of the qualification
Content of the training programme (modules)
Duration Flowchart
Pathways (exit level & further learning)
Presentation of the timetable
Presentation of the classrooms and workshops
o Presentation by the teacher o Research o Visits of the premises of the
school.
- Overview of the training programme
- Testimonies of people performing the occupation
- School year calendar - Timetable
Resources Learning activities Content
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Formative Assessment 2.2
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Written exercise
Verbal explanation (interview)
Checklist Score
Yes No
Entry requirement
Pathways into the qualification
Duration
Qualification details
Pathways after the qualification
Following instructions
Responsibilities taker
Social interdependence
Commitment of learners
Observation
Performance criterion
Adequate explanation about the qualification
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LU 3: Respect the facilitation and apply learning methods.
3 Learning Outcomes:
1. Engage in active and participatory learning methods 2. Describe the assessment procedures
2 Hours
Learning Outcome 3.1: Engage in active and participatory learning methods
Overview of the active and participatory teaching and learning methods
Experiential learning cycle
o Experience sharing. o Presentation by the trainer
- Trainer manual
Formative Assessment 3.1
Performance criterion
Proper engagement in active and participatory learning methods
Resources Learning activities Content
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Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Scenarios of learning style analysis Role play on engagement and participatory learning methods
Checklist Score
Yes No
Results of assignment
Active participation
Responsibilities taker
Openness/free expression
Formative assessment
Summative assessment
Observation
Learning Outcome 3.2: Describe the assessment procedures
Assessment procedures Timing Assessors/verifiers Assessment tools
(portfolio & integrated situation)
o Presentation by the trainer - Assessment manual
Formative Assessment 3.2
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Performance criterion
Adequate description of the assessment procedures
Resources Learning activities Content
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Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
written assessment
Verbal explanation (interview)
Checklist Score
Yes No
Time of assessment
Roles of Assessors
Roles of verifiers
List values
List of skills
Observation
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LU 4: Develop personal plans based on self-assessment practices
4 Learning Outcomes:
1. Identify values, skills and interests 2. Assess values, skills and interests 3. Set goals 4. Develop plans 5. Assess one’s learning style
10 Hours
Learning Outcome 4.1: Identify values, skills and interests
Values, skills and interests
Relating values, skills and interests to the workplace
Formative Assessment 4.1
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
values, skills and interest identification exercise scenario/case study analysis
Performance criterion
Proper identification of values, skills and interests
Resources Learning activities Content
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Checklist Score
Yes No
List of interest
List of qualities
Own strengths
areas of improvement
Observation
Learning Outcome 4.2: Assess values, skills and interests
Skills & qualities assessment
Acceptance of diversity, self-esteem & confidence
o Individual work o Exercise on we are all unique
- individual assessment checklist
Formative Assessment 4.2
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence values, skills and interest self-assessment exercise
JOHARI window assessment
Performance criterion
Proper assessment of values, skills and interests
Resources Learning activities Content
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Checklist Score
Yes No
List of interest
List of qualities
Own strengths
areas of improvement
Observation
Learning Outcome 4.3: Set goals
SMART goals
Identification of goals Short term Long term
Process for setting and achieving goals:
Identifying steps Time frame Resources
o Group work o Tree drawing & interpretation o Discussion about displayed
pictures on setting & achieving goals
o Exercises on developing SMART goals
o Practical exercises on developing personal plans
- Trainer manual
Formative Assessment 4.3
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Written exercise
Project work
Performance criterion
Correct Setting of goals
Resources Learning activities Content
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Checklist (Correct Setting of goals) Score
Yes No
Medium term SMART goals set
Long term SMART goals set
Strategies to reach set goal
Roadmap/timeframe
Medium term SMART goals set
Observation
Learning Outcome 4.4: Develop plans
SMART goals
Identification of goals Short term Long term
Process for setting and achieving goals:
Identifying steps Time frame Resources
o Group work o Tree drawing & interpretation o Discussion about displayed
pictures on setting & achieving goals
o Exercises on developing SMART goals
o Practical exercises on developing personal plans
- Trainer manual
Formative Assessment 4.4
Checklist (Proper development of plans in order to reach the set goal) Score
Yes No
Resources required
Activities to be performed
Possible obstacles
follow up on goal/progress report against set goal Action to be taken
One's learning style type (s)
features of one's learning styles (s)
Observation
Resources Learning activities Content
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Learning Outcome 4.5: Assess one’s learning style
Types of learning styles
Determining one’s preferred way of learning
Strategies for using one’s learning style in workplace/school
o Paper folding activities o Completing self-assessment
learning style o Scenario based activities
- Trainer manual
Formative Assessment 4.5
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
VARK questionnaire
Scenario analysis
Checklist Score
Yes No
Learning style
Kinaesthetic
Observation
Performance criterion
Proper assessment of one’s learning style
Resources Learning activities Content
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Learning Outcome 4.6: Identification of learning strategies
Formative Assessment 4.6
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Performance evidence
Scenario analysis
Checklist Score
Yes No
Auditory
Visual
Learning strategies for each style
Observation
Reference books: 1. Work Readiness Training Programme – Trainer’s Manual, Akazi Kanoze – Youth Livelihoods
Project. 2. Work Readiness Training Programme – Participant’s Manual, Akazi Kanoze – Youth Livelihoods
Project.
Performance criterion
Adequate identification of learning strategies
Resources Learning activities Content
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C C M C S 4 0 1 - COMPUTER SKILLS
CCMCS401 Apply Computer Skills
REQF Level: 4 Learning hours
Credits: 3 30
Sector: All
Sub-sector: All
Issue date: November, 2017
Purpose statement
The use of ICT in several areas has grown appreciably in recent years. ICT products are now
used by most people, ranging from mobile phones and digital TVs through to personal
computers and the World Wide Web. This qualification focuses on providing skills, experience
and confidence for those learners who struggle to make the most of technology to demonstrate
creative thinking, problem solving and knowledge construction. It focuses on completing
workplace tasks, such as creating documents with text, graphics and numerical information
using commonly used tools such as: Microsoft Office – Excel, PowerPoint. Also the leaner will
have the skills on how to protect the data in the computer systems.
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Learning assumed to be in place
Not applicable
Elements of competency and perfomance criteria
Learning units describe the essential outcomes of a competency.
Performance criteria describe the required performance needed to demonstrate achievement
of the learning unit.
By the end of the module, the trainee will be able to:
Elements of competency Performance criteria
1. Participate as part of a team
and respect the rules of the
training environment
1.1 Proper introduction of oneself
1.2 Appropriate integration in team
1.3 Appropriate participation in setting rules and adhere
to them
2. Explain the occupation and
learning process
2.1 Proper description of the main/major elements of
occupation
2.2 Adequate explanation about the one’s qualification
3. Respect the facilitation and
apply learning methods
3.1 Proper engagement in active and participatory
learning methods
3.2 Adequate description of the assessment procedures
4. Develop personal plans
based on self-assessment
practices
4.1 Proper identification of values, skills and interests
4.2 Proper assessment of values, skills and interests
4.3 Correct Setting of goals
4.4 Proper development of plans in order to reach the
set goals
4.5 Proper assessment of one’s learning style
4.6 Adequate identification of learning strategies
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LU 1: Protect computer system
1 Learning Outcomes:
1. Install software utilities 2. Scan and Eliminate virus 3. Backup of computer data based on OS 4. Restore computer data based on OS installed
5 Hours
Learning Outcome 1.1: Install software utilities
Description of software tools utilities Anti-virus Anti-malware Anti-spyware Adware Backup software Backup media
Installation of software tools\utilities Anti-virus Anti-malware Anti-spyware Adware Backup software Backup media
o Brainstorming on security software
o Group discussion on computer security
o Practical exercise on antivirus
installation
- Computer Lab - Projector - Computer with OS installed - White Board - Markers - Computer Lab with
internet access - Projector - Computer with OS installed - Antivirus
Resources Learning activities Content
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Formative Assessment 1.1
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written or Oral
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Expose (presentation)
Checklist Score
Yes No
Description of software tools utilities
Installation of software tools\utilities: Anti-virus Anti-malware Anti-spyware Adware Backup software Backup media
Observation
Performance criterion
Proper installation of software utilities according to the manufacturer
specifications
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Learning Outcome 1.2: Scan and Eliminate virus
Description of scan types Full system scan On demand scan On access scan
Description of san mode Manual Automatic Scheduled
Description of virus elimination Elimination by neutralization Elimination by deleting Elimination by quarantine
o Presentation on computer virus scan types
o Brainstorming on computer virus scan
o Practical exercises on
computer virus scan
o Computer Lab with internet access
o Projector o Computer with OS
installed o Antivirus o White Board o Markers
Formative Assessment 1.2
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Performance
Written
Oral
Multiple choice
Expose /presentation
Task on scanning viruses
Checklist Score
Yes No
Description of scan types and san mode
Description of virus elimination
Virus elimination Elimination by neutralization Elimination by deleting Elimination by quarantine
Observation
Performance criterion
Regular computer scan and elimination of virus as per safety standards
Resources Learning activities Content
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Learning Outcome 1.3: Backup of computer data based on OS
Selection of backup types Normal/Full backup Copy backup Differential backup Incremental backup Daily backups
Selection of common backup devices Tape drive Digital audio tape(DAT)
drives Auto-loader tape
systems Magnetic optical drives Removable disks Disk drives
o Brainstorming on backup types o Practical exercises on backup
o Computer Lab with internet access
o Projector o Computer with OS installed o Antivirus o White Board o Markers
Formative Assessment 1.3
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral
Performance
Matching
Sentence completion
Ticking
Expose (presentation )
Task on backing up data
Performance criterion
Accurate backup of computer data based on OS installation
Resources Learning activities Content
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Checklist Score
Yes No
Selection of backup types
Selection of common backup devices
backup on various devices Tape drive Digital audio tape(DAT) drives Auto-loader tape systems Magnetic optical drives Removable disks Disk drives
Observation
Learning Outcome 1.4: Restore computer data based on OS installed
Selection restore devices HHD/SSD USB/ Flash Driver Tapes drives Magnetic optical drives CDs DVDs Disc drives
o Brainstorming on backup types
o Practical exercises on data
restore
o Computer Lab with internet access
o Hard disk drive o Flash drive o Tape drive o CDs, DVDs o Projector o Computer with OS installed o Antivirus
Formative Assessment 1.4
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Performance criterion
Appropriate restoring of computer data based on OS installed
Resources Learning activities Content
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Types of evidence Portfolio assessment tools
Written evidence
Oral
Performance
Matching
Expose (presentation )
Task on restoring data
Checklist Score
Yes No
Selection of restoring devices
Restoring of data on HHD/SSD USB/ Flash Driver Tapes drives Magnetic optical drives CDs DVDs Disc drives
Observation
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LU 2: Use Spreadsheet.
2 Learning Outcomes:
1. Describe elements of spreadsheet application 2. Use basic spreadsheet tasks 3. Format cell and their contents 4. Manage Sheets in workbook 5. Use essential functions 6. Optimize data (sorting, filtering, contiguous data) 15 Hours
Learning Outcome 2.1: Describe elements of spreadsheet application
Description of Workbooks and
Worksheets Cells Headings Formula bar Formatting tool Formula bar Colum headers Row headers Active Cell reference status bar application bar Spreadsheets tab Horizontal scroll bar Vertical scroll bar
o Brainstorming on elements of spreadsheet application
o Demonstration on elements of spreadsheet application
o Group discussions on elements
of spreadsheet application
o Computer o Projector o software o Whiteboard o Marker o Duster o Text books o Lecture notes o Papers o Internet
Resources Learning activities Content
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Formative Assessment 2.1
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Performance
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Expose (presentation )
Checklist Score
Yes No
Description of Workbooks and Worksheets
Description of Cells
Description of Headings
Description of Formula bar
Description of Formatting Tools
Description of Formula bar
Description of Colum headers
Description of Row headers
Description of Active Cell reference
Description of status bar
Description of application bar
Description of Spreadsheets tab
Description of Horizontal scroll bar
Observation
Performance criterion
Proper description of elements of spreadsheet application
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Learning Outcome 2.2: Use basic spreadsheet tasks
Open
Close
New document
Undo
Save
Save as….
Sheet
Selecting a cell
Deleting Cell contents
Modifying cell contents
Selecting group of cells
Increase and reduce the cell size
Delete row and Colum
Duplicate cell
o Brainstorming on basic spreadsheet tasks
o Group discussions on opening, closing, new document, save and save us a new document.
o Practical exercises on selecting, deleting, modifying a group of cells
o Practical exercises on deleting
row ad Colum
- Computer - Projector - software - Whiteboard - Marker - Duster - Text books - Lecture notes - Papers - Internet -
Formative Assessment 2.2
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Expose (presentation)
Performance criterion
Proper formatting of cells and their content
Resources Learning activities Content
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Checklist Score
Yes No
Formatting of text and cells Choice font, size, color Adjustment of Cow height Alignment of cell Formatting of Number Insertion of rows Merging cells Creating of border
Observation
Learning Outcome 2.3: Format cell and their contents
Formatting text and cells
Choosing font, size, color
Adjusting Cow height
Alignment of cell
Formatting Number
Inserting rows
Merging cells
Creating borders
Patterns
o Demonstration on formatting, text and cells
o Group discussions on choosing font, size and color.
o Practical exercises on Inserting
and formatting row ,number,
creation of border and partners
- Computer - Projector - software - Text books - Lecture notes - Papers - Internet
Formative Assessment 2.3
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Performance criterion
Proper management of sheets in workbook
Resources Learning activities Content
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Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Expose (presentation)
Checklist Score
Yes No
Selection of Sheet Renaming of a Sheet Insertion of new sheets Moving of a Sheet in a workbook Deleting a sheet
Observation
Learning Outcome 2.4: Manage Sheets in workbook
Selecting a Sheet
Renaming a Sheet
Insert new sheets
Moving a Sheet in a workbook
Deleting a sheet
o Demonstration on selection of sheets
o Group discussions on inserting new sheet
o Practical exercises on inserting and formatting sheets
o Practical exercises on moving
sheet in workbook.
- Computer - Projector - software - Text books - Internet
Formative Assessment 2.4
Performance criterion
Adequate using of essential functions
Resources Learning activities Content
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Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Expose (presentation)
Checklist Score
Yes No
Use of Numbers and Mathematical calculations Use of Addition operation Use of Multiplication operation Use of Division operation Use of Subtraction operation Use of AutoSum operation Use of Function operation Use of Average operation Use of Min operation use of Max operation
Observation
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Learning Outcome 2.5: Use essential functions
Use of Numbers and
Mathematical calculations
Addition Multiplication Division Subtraction AutoSum Function Average Minimum Maximum Count numbers
o Demonstration on number and mathematical calculations
o Group discussions on addition, multiplication and division operations.
o Practical exercises on number and mathematical calculations
o Practical exercises on
mathematical function(average,
minimum, maximum and count
numbers
- Computer - Projector - software - Whiteboard - Marker - Duster - Text books - Lecture notes - Papers - Internet
Formative Assessment 2.5
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Expose (presentation)
Performance criterion
Proper optimization of data
Resources Learning activities Content
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Checklist Score
Yes No
Sorting of data by multiple columns at the same time Creation of customized list and performing a custom sort Automatically filter of list in place Application of filter options to a list Use of automatic sub-totaling features Expanding, collapsing outline detail levels
Observation
Learning Outcome 2.6: Optimize data (sorting, filtering, contiguous data)
Sorting data by multiple columns at the same time
Creation of customized list and performing a custom sort
Automatically filter of list in place
Application of filter options to a list
Use of automatic sub-totalling features
Expanding, collapsing outline detail levels
o Brainstorming on data optimizations(sorting, filtering, contiguous data )
o Demonstration on sorting by multiple columns and creation of customized list
o Group discussions on application of filter options to a list
o Practical exercises data
optimization
- Computer - Projector - software - Whiteboard - Marker - Duster - Text books - Lecture notes - Papers - Internet
Formative Assessment 2.6
Performance criterion
Proper optimization of data
Resources Learning activities Content
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Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Expose (presentation)
Checklist Score
Yes No
Sorting of data by multiple columns at the same time Creation of customized list and performing a custom sort Automatically filter of list in place Application of filter options to a list Use of automatic sub-totaling features Expanding, collapsing outline detail levels Sorting of data by multiple columns at the same time Creation of customized list and performing a custom sort Automatically filter of list in place
Observation
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LU 3: Use Presentation
3 Learning Outcomes:
1. Describe elements of presentation application 2. Manage a slide 3. Use Templates 4. Apply Animation and sound in presentation
10 Hours
Learning Outcome 3.1: Describe elements of presentation application
Title Bar
Menu Bar
Toolbars
Formatting tool bar
Standard toolbar
Outline slides tabbed planes
View button
Status bar
Tri-panel view
Drawing toolbar
Office asset
Task pane
Help
o Brainstorming on elements of presentation application
o Group discussions on elements of presentation application
o Demonstration on elements of
presentation application
o Computer o Projector o software o Text books
Formative Assessment 3.1
Performance criterion
Proper description of elements of presentation application
Resources Learning activities Content
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Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Expose (presentation
Checklist Score
Yes No
Description of Title Bar
Description of Menu Bar
Description of Toolbars
Description of Formatting tool bar
Description of Standard toolbar
Description of Outline slides tabbed planes
Description of View button
Description of Status bar
Description of Tri-panel view
Description of Drawing toolbar
Description of Office asset
Description of Task pane
Observation
Learning Outcome 3.2: Manage a slide
Creating a new slide
Modifying a slide
Duplicate selected slides
Slide from outline
Reusing slides
Entering a text
Formatting a slide
o Demonstration on creation, formatting of a new slide
o Group discussions on modification, duplication of slides
o Practical exercises on slide management
o Computer o Projector o software o Text books o Internet
Resources Learning activities Content
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Formative Assessment 3.2
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Expose (presentation)
Checklist Score
Yes No
Creation of a new slide
Modification of slide
Duplication of selected slides
Slide from outline
Reuse of slides
Entering a text
Formatting of slide
Observation
Performance criterion
Proper slides formatting
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Learning Outcome 3.3: Use Templates
Design new template
Insert a template
Remove a template
Editing a template
o Brainstorming on use of templates
o Demonstration on design of new slide
o Practical exercises on design template, inserting templates, removing a new template and editing a template
o Computer o Projector o software o Text books o Internet
Formative Assessment 3.3
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Expose (presentation)
Checklist Score
Yes No
Design of new template
Insertion of a template
Removing a template
Editing of a template
Observation
Performance criterion
Proper using of templates
Resources Learning activities Content
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Learning Outcome 3.4: Apply Animation and sound in presentation
Slide translation
Translation sound
Translation speed
Custom animation
o Brainstorming on slide translation
o Demonstration on translation sound
o Group discussions on elements of spreadsheet application
o Practical exercises on animation and sound in slides
o Computer o Projector o software o Text books o Internet
Formative Assessment 3.4
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Expose (presentation)
Checklist Score
Yes No
Translation of Slide
Translation of sound
Translation of speed
Custom animation
Observation
Performance criterion
Proper application of Animation and sound in presentation
Resources Learning activities Content
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References:
1. https://www.ctdlc.org/remediation/indexComputer.html
2. https://www.ctdlc.org/remediation/mouse.html
3. https://www.ctdlc.org/remediation/software.html
4. https://www.ctdlc.org/remediation/copypaste.html
5. https://cce.sydney.edu.au/course/BCEI
6. http://www.ecdl.ch/
7. https://www.google.rw/search?q=spreadsheet+application+parts&dcr=0&source=lnms&tbm=is
ch&sa=X&ved=0ahUKEwjUnLiHu5_XAhXG1hQKHecWCmsQ_AUICigB&biw=1366&bih=662
8. https://www.thoughtco.com/excel-step-by-step-basic-tutorial-3123501
9. https://chandoo.org/wp/excel-basics/
10. https://www.google.rw/search?q=powerpoint+presentation+parts&dcr=0&source=lnms&tbm=i
sch&sa=X&ved=0ahUKEwin-
fHhu5_XAhWI8RQKHdqPAN4Q_AUICigB&biw=1366&bih=662#imgrc=boZUYisyVUdFkM:
11. http://emerald.tufts.edu/as/tampl/program99/workshops/ws5_components.html
http://emerald.tufts.edu/as/tampl/program99/workshops/ws5_components.html
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C C M Q S 4 0 1 - PROVIDING QUALITY CUSTOMER SERVICE
CCMQS401 Provide quality customer service
REQF Level: 4 Learning hours
Credits: 3 30
Sector: All
Sub-sector: All
Issue date: November, 2017
Purpose statement
This module describes the skills, knowledge and attitude required to provide quality customer
service and deal with any matter related to business during, before and after a service
delivery.
The module will allow the participant to identify opportunities for products and services
delivery and reflect on information received to devise changes and suggest coping strategies.
Moreover, the trainee will also develop and use communication techniques intended for the
management of the complaints and ways of recording customer information.
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Learning assumed to be in place
Not applicable
Elements of competency and perfomance criteria
Learning units describe the essential outcomes of a competency.
Performance criteria describe the required performance needed to demonstrate achievement
of the learning unit.
By the end of the module, the trainee will be able to:
Elements of competency Performance criteria
1. Develop and maintain product, service and market knowledge.
1.1 Proper identification of opportunities and use of formal and informal research to develop and maintain knowledge of products and services.
1.2 Appropriate use of customer feedback and workplace observation to evaluate products, services and promotional initiatives and identify changes in customer preferences, needs and expectations.
1.3 Effective sharing of market, product and service knowledge obtained with colleagues to enhance the effectiveness of the team.
1.4 Suggestion of ideas to appropriate person for product and service adjustments to meet customer needs for future planning according to organization policy.
2. Provide a quality service experience to customers.
2.1. Determination and clarification of customer preferences, needs and expectations.
2.2. Proper offering of accurate information about appropriate products and services to customers to meet their needs and expectations.
2.3. Anticipation of customer preferences needs and expectations throughout the service experience and provide products and services in a timely manner, appropriate to individual needs and preferences, and according to organization standards.
2.4. Offering possible extras and add-ons appropriately and provision of personalized and additional services and products where appropriate.
2.5. Proactive promotion of products and services at appropriate opportunities according to current organization goals and promotional focus and appropriate employment of selling
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Elements of competency Performance criteria
3. Deal with complaints and difficult
customer service situations.
3.1 Proper use of questioning techniques to establish and agree on the nature, possible cause and details of the complaint or difficult customer service situation with the customer and assessment of the impact on the customer of the situation.
3.2 Effective use of communication techniques to assist in the management of the complaint and handle the situation sensitively, courteously and discreetly.
3.3 Proper determination of possible options to resolve the complaint and prompt analysis and decision on the best solution, taking into account any organization constraints.
3.4 Appropriate use of techniques to turn complaints into opportunities to demonstrate high quality customer service.
3.5 Effective provision of feedback on complaints to appropriate personnel in order to avoid future occurrence.
3.6 Reflection and evaluation of complaint and solution to enhance response to future complaints or difficult service situations.
4. Manage and use information about
clients and customers 4.1 Proper determination and record of customer
information where appropriate to provide personalized service.
4.2 Perfect development and maintaining of knowledge of organization promotional initiatives and implementation where appropriate.
4.3 Proactive provision of enhanced products and services to clients and customers based on client information.
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LU 1: Develop and maintain product, service and market knowledge.
1 Learning Outcomes:
1. Identify opportunities and use formal and informal research to develop and maintain knowledge of products and services.
2. Use customer feedback and workplace observation to evaluate products, services and promotional initiatives and identify changes in customer preferences, needs and expectations.
3. Share market, product and service knowledge obtained with colleagues to enhance the effectiveness of the team
4. Suggest ideas to appropriate person for product and service adjustments to meet customer needs for future planning according to organization policy.
5 Hours
Learning Outcome 1.1: Identify opportunities and use formal and informal research to develop
and maintain knowledge of products and services.
Products and services knowledge and its importance
Opportunities to develop and maintain knowledge of products and services Membership of
industry associations and networks
Conventional and creative sources of information
o Large group discussion o Role plays o Small group activity o Brainstorming o Question and answer
- Role play scenario - Reference books - Online materials - Scholarly materials
Resources Learning activities Content
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Learning Outcome 1.1: Identify opportunities and use formal and informal research to develop
and maintain knowledge of products and services. (Cont.)
Formal and informal research techniques: o Discussions with
colleagues
Reading organization information
Research of product and service information brochures
General media Attendance at
conferences, trade shows and industry events
Distributing surveys and questionnaires
o Large group discussion o Role plays o Small group activity o Brainstorming o Question and answer
- Role play scenario - Reference books - Online materials - Scholarly materials
Formative Assessment 1.1
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Multiple choice
True or false question
Matching
Sentence completion
Ticking
Essay (short responses / extended responses)
Performance criterion
Proper identification of opportunities and use of formal and informal research to
develop and maintain knowledge of products and services.
Resources Learning activities Content
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Checklist Score
Yes No
Products and services are identified
Opportunities to develop and maintain knowledge of products and services are identified
Use of formal research techniques
Use of informal research techniques
Observation
Learning Outcome 1.2: Use customer feedback and workplace observation to evaluate
products, services and promotional initiatives and identify changes in customer preferences,
needs and expectations.
Products, services and promotional initiatives Tours and transport Conferences and
conventions Function facilities Entertainment Shopping services Restaurant facilities Food and beverage Add-on services Special offers or
packages.
o Large group discussion o Role plays o Small group activity o Brainstorming o Question and answer
- Role play scenario - Reference books - Online materials - Scholarly materials
Resources Learning activities Content
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Learning Outcome 1.2: Use customer feedback and workplace observation to evaluate
products, services and promotional initiatives and identify changes in customer preferences,
needs and expectations. (Cont.)
Ways to determine customer preferences, needs and expectations:
Active listening Questioning Observation Recognition of non-
verbal signs
Factors influencing customer preferences, needs and expectations:
Age Gender Social and cultural
characteristics Prior knowledge Special needs
Ways to satisfy customer preferences, needs and expectations:
Friendliness
Courtesy
Value for money
Prompt or timely
service
Assistance
Empathy and support
Comfort
New experience
Basic needs for food,
shelter, transport or
other services.
o Large group discussion o Role plays o Small group activity o Brainstorming o Question and answer
- Role play scenario - Reference books - Online materials - Scholarly materials
Resources Learning activities Content
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Formative Assessment 1.2
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written
Performance
Oral
Multiple choice
True or false question
Matching
Ticking
Essay (short responses / extended responses)
Checklist Score
Yes No
Identification of promotional initiatives
Application of ways to determine customer preferences, needs and expectations
Identification of Factors influencing customer preferences, needs and expectations
Application of ways to satisfy customer preferences, needs and expectations
Observation
Performance criterion
Appropriate use of customer feedback and workplace observation to evaluate products, services and promotional initiatives and identify changes in
customer preferences, needs and expectations.
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Learning Outcome 1.3: Share market, product and service knowledge obtained with
colleagues to enhance the effectiveness of the team
Reasons to share knowledge
Methods and techniques of sharing knowledge at workplace
o Group discussion
o Role play
o Presentation
- Role play scenario - Reference books - Online materials - Scholarly materials
Formative Assessment 1.3
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Practical task of a team
Checklist Score
Yes No
Identification of reasons to share knowledge of market, product and service
Application of methods and techniques of sharing knowledge at workplace
Observation
Performance criterion
Effective sharing of market, product and service knowledge obtained with
colleagues to enhance the effectiveness of the team.
Resources Learning activities Content
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Learning Outcome 1.4: Suggest ideas to appropriate person for product and service
adjustments to meet customer needs for future planning according to organization policy.
Product and Service adjustment procedure
Importance of Product and Service adjustment on customer satisfaction
o Individual reflection o Brainstorming o Large group discussion o Role play
- Role play scenario - Reference books - Online materials - Scholarly materials
Formative Assessment 1.4
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Types of evidence Portfolio assessment tools
Written evidence
Oral
Performance
Multiple choice True or false question Matching Ticking Essay (short responses / extended responses) Presentation Role play
Checklist Score
Yes No
Application of product and Service adjustment procedure
Identification of the importance of product and Service adjustment procedure on customer satisfaction
Observation
Performance criterion
Suggestion of ideas to appropriate person for product and service adjustments
to meet customer needs for future planning according to organization policy.
Resources Learning activities Content
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LU 2: Provide a quality service experience to customers.
2 Learning Outcomes:
1. Determine and clarify customer preferences, needs and expectations 2. Offer accurate information about appropriate products and services
to customers to meet their needs and expectations. 3. Anticipate customer preferences needs and expectations throughout
the service experience and provide products and services in a timely manner, appropriate to individual needs and preferences, and according to organization standards.
4. Offer possible extras and add-ons appropriately and provide personalized and additional services and products where appropriate
5. Promote products and services at appropriate opportunities according to current organization goals and promotional focus and employ selling techniques appropriately to encourage usage and purchase
10 Hours
Learning Outcome 2.1: Determine and clarify customer preferences, needs and expectations.
Customer needs and preferences
The importance of researching your customers needs and preferences
o Experience sharing o Brainstorming o Trainer guide o Individual reflection o Large group discussion o Role play
- Role play scenario - Reference books - Online materials - Scholarly materials
Formative Assessment 2.1
Assessor may collect among the following evidences and make judgements on whether the
performance criterion has been achieved.
Performance criterion
Proper determination and clarification of customer preferences, needs and
expectations.
Resources Learning activities Content
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Types of evidence Portfolio assessment tools
Written evidence
Oral evidence
Multiple choice
True or false question
Matching
Ticking
Essay (short responses / extended responses)
Presentation
Checklist Score
Yes No
Identification of customer needs and preferences
Clarification of customer ne