For assignment 2, I plan on making recommendations to design a course based on the unit of competency “Deliver and monitor a service to customers”

The unit of competency is BSBCMN310A (NTIS has been down for 3 days now)

There are 3 elements which make up the competency:

1.      Identify customer needs,

2.      Deliver a service to Customers,

3.      Monitor and report on service delivery.

This is a fairly commonly used competency is a broadly used to describe customer service competencies.

Context

I work in Learning and Development for a Law Firm. With almost all staff tertiary qualified we use competency based training for legal support staff and some shared services.

For the purposes of this assignment the learners will be client floor staff. This includes reception staff and waiters. They work in a busy law firm, with up to 200 guest per day. Their main job is to welcome guests when the arrive and take their enquiry or show them into the appropriate meeting room.

Many of the staff are new to the firm, they have prior experience in the hospitality industry and no formal qualifications outside of secondary school. For the purposes of this assignment we will look at 5 staff, 3 of which are culturally and linguistically diverse.

I plan to construct the course to reflect cognitive learning theory and using a ranges of technologies.