Unit: WRRCS.1A - COMMUNICATE IN THE WORKPLACE page 1 of 3 Retail Curriculum Framework. Content/HSC Requirements Assessment Evidence Requirements Skills/Activities Resources CS1.1 Establish Contact with customers. • provide a welcoming customer environment by treating customers in a courteous and helpful manner in accordance with store procedures and policies. • provide an effective service environment through effective communication:- ∗ verbal communication ∗ non-verbal communication. ∗ open-ended questions.’ ∗ closed questions., ∗ reflective questions. ∗ active listening ♦ Role play ♦ Peer assessment. Critical aspects of evidence. Evidence of the following knowledge and skills is considered essential to demonstrate competency in this unit. • providing a consistently welcoming environment by treating customers. • using effective questioning and active listening techniques to communicate with customers, while maintaining an awareness of the need for discretion, tact and confidentiality. • interpreting and communicating information accurately to customers, ♦ Simulation of self- presentation. ♦ Role plays ♦ verbal/non- verbal communication. ♦ View snippets of “Pretty Woman”: video ♦ NRTM No. 2 and 3 Sections A & B ♦ Video - Body Language: An introduction to non-verbal communicati on. ♦ Video Hire “Pretty ∗ body language. • comprehend and process information gained from customers to determine and satisfy customer needs. • consistently follow routine instructions and seek advice/assistance from a supervisor if required. CS1.2 Process Information. • answer telephone promptly and courteously in accordance with store policies. • use appropriate questioning and active listening techniques to identify caller and accurately establish and confirm caller requirements. • message and/or information ♦ Demonstratio n during work placement. ♦ Simulation ♦ - processing information. ♦ - telephone techniques. ♦ Workplacem ent. supervisors and peers both face to face and via other communication electronic equipment. • accessing, comprehending and processing information accurately according to store policies and procedures. • consistently following routine instructions and seeking advice/assistance if required. • participating actively and positively within a workplace team. • consistently applying store policies and procedures, in regard to personal hygiene and code of conduct. • consistently meeting store and ”Faulty Towers” “Fruit Salad: Episode *Analyse customer service techniques of both situations.: ♦ Simulation of - answering telephone - recording messages. - passing on Woman”. ♦ Store signage. ♦ NRTM NO. 2 Section C. recorded and passed on promptly. • follow - up action taken as necessary. scheduling routines and using time effectively. • interpreting, calculating and recording numerical information accurately. messages. Unit: WRRCS.1A: COMMUNICATE IN THE WORKPLACE. - page 2 of 3 Retail Curriculum Framework. Content/HSC Requirements Assessment Evidence Requirements Skills/Activities Resources CS1.3 Work in a Team. • participate actively and positively within a workplace team. ∗ assertiveness. ∗ listening ∗ speaking. ∗ conflict resolution. ∗ negotiation. ∗ allocation of tasks. ∗ seek assistance when required. ∗ consistently apply store policies. ∗ provide constructive ♦ Role play. ♦ Observation. ♦ Oral questions. ♦ Decision making techniques. ♦ Problem solving. ♦ Role play group activity. ♦ Observation and feedback. ♦ Organise rosters - ♦ NRTM No. 2 Section D feedback to team members. ∗ participate in team problem solving. CS1.4 Maintain Personal Presentation. • personal dress and presentation maintained in a neat and tidy manner. • maintain personal hygiene according to store policy and government legislation. CS1.5 Follow routine instructions. • receive and act upon instructions. • use effective question to elicit ♦ Dress and presentation. ♦ Oral questioning. ♦ Demonstratio n. ♦ Simulation. ♦ Workplacem ent assessment negotiation and conflict resolution. ♦ Modelling of appropriate dress and presentation in work environments. ♦ (students are to dress assuming they are working in retail). ♦ NRTM pp56-60. Learning activities. - questioning techniques. - following instructions. ♦ “Pictionary” ♦ NRTM No 2 p.61 information. • plan and organise daily work routines by prioritising tasks and completing them without delay. record. Unit: WRRCS.1A: COMMUNICATION IN THE WORKPLACE. - page 3 of 3 Retail Curriculum Framework. Content/HSC Requirements Assessment Evidence Requirements Skills/Activities Resources CS1.6 Read and Interpret Retail Documents. • read and interpret information from a range of retail documents. ∗ invoices ∗ receipts. ∗ lay-by slips ∗ return slips ∗ credit notes. ∗ stocks sheets. CS1.7 Use numbers in the Workplace. ♦ Workplacem ent ♦ Gathering evidence (return policy etc.) ♦ Invoice activity (e.g. canteen, Q. Stores) ♦ Invoice Activity with students pencil cases. ♦ Lay by slips. ♦ Store manuals. ♦ Visit stores. ♦ Calculations. ♦ Retail stores. ♦ Q.-Stores invoices. ♦ NRTM (bk 3) Section A. • use basic mathematical operations within a retail environment. ∗ addition ∗ subtraction. ∗ multiplication. ∗ division ∗ percentages. ♦ Test. ♦ Progressive calculation (calculating balance) ♦ Role Play (adding multiple items without calculator) ♦ Purchase of goods. ♦ Reconciling takings. ♦ Counting of stock. ♦ Calculator ♦ 2001 specimen paper (BOS). ♦ NRTM (bk 3) Section B. . scheduling routines and using time effectively. • interpreting, calculating and recording numerical information accurately. messages. Unit: WRRCS.1A: COMMUNICATE. participate in team problem solving. CS1.4 Maintain Personal Presentation. • personal dress and presentation maintained in a neat and tidy manner. • maintain personal