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IT-ITeS Sector Skills Council NASSCOM 0

Name of Company /Training Provider

OUTCOMES BASED CURRICULA FRAMEWORK

CRM DOMESTIC NON-VOICE

Curricula Framework for CRM Domestic Non-Voice

IT-ITeS Sector Skills Council NASSCOM

1

Job

Det

ails

Job Role CRM Domestic Non-Voice (Customer Service Associate,

Customer Service Representative, Customer Care Executive,

Process Associate- Transaction)

Role Description Individuals at this job are responsible for resolving queries and

customer cases over web-chat or email.

NVEQF/NVQF level

Minimum Educational Qualifications

Maximum Educational Qualifications

4

10th

Master's Degree in any discipline

Training

(Suggested but not mandatory)

Training programs in customer orientation, dealing with

difficult customers, written communication etc.

Experience

0-1 year of work experience/internship in customer service

roles

Applicable National Occupational

Standards (NOS)

Compulsory:

1. SSC/N3021 (Deal remotely with customer queries)

2. SSC/N9001 (Manage your work to meet requirements)

3. SSC/N9003 (Maintain a healthy, safe and secure working

environment)

Optional:

Not Applicable

Performance Criteria As described in the relevant OS units

Qualifications Pack Code SSC/Q2211

Job Role CRM Domestic Non-Voice

Credits(NVEQF/NVQF/NSQF) TBD Version number 0.1

Sector IT-ITeS Drafted on 30/04/13

Sub-sector Business Process

Management Last reviewed on 30/04/13

Occupation Customer Relationship

Management Next review date 30/06/14

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IT-ITeS Sector Skills Council NASSCOM 2

Unit Code SSC/N3021

Unit Title (Task) Deal remotely with customer queries

Description This unit is about dealing with queries received from customers by e-mail or chat.

Scope This unit/task covers the following:

Customers:

internal

external

Queries received by:

e-mail

chat

Appropriate people:

supervisor

other members of your team

subject matter experts

Objectives

Performance Criteria (PC) w.r.t. the NOS: SSC/N3021 (Deal remotely with customer queries)

To be competent, you must be able to:

PC1. greet customers and verify their details, following your organization’s procedures

PC2. read carefully, summarize, and obtain customer confirmation of, your understanding of queries

PC3. express your concern for any difficulties caused and your commitment to resolving queries

PC4. record and categorize queries accurately using your organization’s query management tool

PC5. refer queries outside your area of competence or authority promptly to appropriate people

PC6. access your organization’s knowledge base for solutions to queries, where available

PC7. resolve queries within your area of competence or authority in line with organizational guidelines and service level

agreements (SLAs)

PC8. obtain advice and guidance from appropriate people, where necessary

PC9. obtain confirmation from customers that queries have been resolved to their satisfaction

PC10. record the resolution of queries accurately using your organization’s query management tool

PC11. comply with relevant standards, policies, procedures and guidelines when dealing remotely with customer queries

Ap

plic

able

NO

S U

nit



3

Knowledge and Understanding (K)

Outcomes Performance Ensuring

Measures

Duration

(Hrs)

Work Environment / Lab

Requirement (Inclusive of Hardware

/ Software Specifications)

A. Organizational

Context (Knowledge

of the company/

organization and its

processes)

You need to know and understand:

KA1. your organization’s standards, policies,

procedures, guidelines and service level

agreements for dealing with customer

queries and your role and responsibilities

in relation to these

On a KG card board outline the

standards, policies, legislation

and procedures followed in the

company w.r.t CRM and explain

the same to the trainer & co-

trainee / Faculty Evaluation

2.00 Hrs Fully furnished class rooms with the

following equipment / tools /

accessories to support 25 trainees:

Chairs and Desks

White Board, Markers and

Erasers

Projector

PC with supporting software /

applications for projecting audio,

video, recording, presentation,

internet connection

Tools to support Domestic Non-

Voice such as:

o Intranet

o Email

o IMs

o Task and performance data

Application and Software

o Task Tracker and Calculator

o Centralized Workforce

Management Tool (Ex: FAST

company owned software

for processing title

insurance)

Speakers with Mic.

PPT presentations

Fan/AC



4

Handy Camera

Stationery Kit – Staples, Glue,

Chart Paper, Sketch Pens, Paint

Box, Scale, A4 Sheets

Computer Lab with 25 PCs with

net connection, MS Office,

Browser, Assessment and Test

Tools for day to day online Tests

and Assessments

Note: The above mentioned are

generic in nature and should be

available for every class room

session and/or lab sessions. Any

requirement apart from the one

mentioned above is specified in the

respective tabular against respective

section Eg. KA2 , KA4…

Questionnaire Manual AND/OR Test

and Assessment Tool - Online

KA2. your organization’s management tools and

systems for recording, categorizing and

resolving customer queries

Scenario based mock

assessment ( a situational

complaint is given and the same

be solved with the available

tools and systems)/Faculty

Overview

1.00 Hr Questionnaire

Spacious Room / Auditorium

KA3. your organization’s customer relationship

management (CRM) tools and systems and

how to use these

Written Test (multiple choice –

CRM tool’s screen shot

questions)/Peer-Review and

Score

1.50 Hrs Questionnaire Manual AND OR Test


KA4. the importance of documenting, classifying Presentation on documenting, 1.00 Hr Class Room Setup



5

and prioritizing customer queries prioritizing & approaching

styles/Faculty Evaluation

KA5. your organization’s knowledge base and

how to use this to identify solutions

Written Test - Knowledge

Verification Test descriptive

type questionnaire / Score

1.00 Hr Questionnaire Manual AND OR Test


KA6. where to refer queries outside your

authority

Group Discussion – Conclusion

Based/Peer and Faculty

Evaluation

1.00 Hr Round Table Setup for four teams

KA7. who to seek advice and guidance from Group Discussion – Conclusion

Based/ Peer and Faculty

Evaluation


KA8. the importance resolving customer queries Written Test (Descriptive Type) /

Score and Feedback



KA9. standard tools, templates and scripts

available for dealing with customer queries

Written Test (Objective and

Descriptive Type) / Score and

Feedback



KA10. limits of your role and responsibilities in

relation to customer querie

Written Exercise – List down all

the possible “to do tasks” and

set the priority while

mentioning the reason for

setting priority for a particular

task and present the same to co-

trainees / peer evaluation and

Score with Faculty Evaluation



KA11. the importance of keeping customers

informed about timescales for progress

and resolution of customer queries

Mock on handling customer

queries based on practical

incidents / Faculty Evaluation



KA12. typical response times for customer

queries and the importance of these

Mock on handling customer

queries based on practical

incidents / Faculty Evaluation





6


Measures

Duration

(Hrs)




B. Technical

Knowledge


KB1. relevant standards, policies, procedures

and guidelines that apply when dealing

with customer queries

Drafting – Draft a two pager

procedure manual that depicts

the standards, policies,

procedures and guidelines when

dealing with Customer Queries /

Score and feedback

2.00 Hrs Questionnaire / Template / Forms

KB2. relevant product reference guides or

support materials to resolve queries

Quiz (Individual Based) / Score

and Feedback


KB3. common types of customer queries and

how to resolve them

Team Activity – Enlist all the

possible customer queries and

the same be fired against the

other team for solution / Faculty

Evaluation


KB4. different styles and approaches when

working with customers

Group Discussion followed by

Role Play out of the discussion

made / Faculty Evaluation


KB5. techniques for conveying concern and

commitment

Presentation – Team Based

wherein every member in the

team has to present with the

point while summing up with

the team’s technique by team

lead / Score and Feedback

1.00 Hr Class Room Setup

KB6. different questioning techniques for

understanding customer queries

Verbal Test – Individual cum

Team Based / Score and

Feedback


KB7. issues that may affect customer

satisfaction and how to deal with these

Viva / Score and Feedback 2.00 Hrs Discussion Room

Grade Sheet

KB8. current practice in customer service Written Test (Objective Type) /

Score and Feedback


and Assessment Tool – Online



7

Skills (S)

A. Core Skills/

Generic Skills

Writing Skills

You need to know and understand how to:

SA1. communicate with others in writing

Draft a mail based on the given

subject pertaining to product

specific (CRM) / score and

feedback

2.00 Hrs Wi-fi for students to connect the

recommended online resources on

their personal devices

SA2. complete accurate well written work with

attention to detail

Self Practice Quiz / Score and

Feedback


Reading Skills


SA3. read instructions, guidelines, procedures,

rules and service level agreements

Exercises on Passage Reading

and answering to questionnaire

(Objective Type) / score and

feedback

Reading Skills Practical (Read

two-three sentences and explain

the same to the co-trainees) /

peer evaluation



Measures

Duration

(Hrs)




Oral Communication (Listening and Speaking skills)


SA4. listen effectively and orally communicate

information accurately

Listening Skills Assessment

based on audio play – Objective

Type Questions / scores and

feedback]

Team Activity – Instructor reads

a passage and the teams has to

frame 5 questions based on

listening to passage and fire the

question on the opposite team /


Sound System

Round Table Setup for four teams



8

Score

Oral Conversation Activity

between every two trainees A

and B where A is given a picture

and is asked to describe the

same, B takes note of the

description and explains back

the picture content and

placements of objects. This

helps in understanding the

verbal communication and

understanding skills in every

individual

SA5. ask for clarification and advice from others Practical Test – based on the

scenario every individual would

simulate the act composed with

clarification and advisory /

Faculty Overview

1.00 Hr

Questionnaire Manual AND OR Test


B. Professional Skills

Decision Making


SB1. make decisions on suitable courses of

action

Practical Test – Decision Making

for the questionnaire on a given

scenario / Score and feedback

Example: You have accidentally

received an email by your

manager that was to be sent to

your co-worker asking for a

report to be mailed. You are

aware of the report. What do

you decide to do now ?

1.50 Hrs





9

SB2. follow rule-based decision-making

processes


Descriptive Type questions) on

Decision Making Skills / scores

and feedback

1.50 Hrs



Plan and Organize


SB3. plan and organize your work to achieve

targets and deadlines

Written Test – Objective Type

(Self Assessment) on Time

Management / score

Achieve Target – Team Activity

based on planning, organizing

and achieving the target /

Faculty overview

Example: Create a “To Do List”

and list down from the high

priority job to low priority job

and execute in the same order.

Exercise – List out “to do” tasks

and set the priority / score and

feedback




Questionnaire / Template / Forms

Customer Centricity


SB4. build and maintain positive and effective

relationships with customers

Exercise – List out all the

positive and negative attitude

and behavior on customer

relationship followed by action

plan on overcoming negative

behavior / Faculty evaluation

1.00 Hr


SB5. work effectively in a customer facing

environment

Exercise – Create a SWOT

(Strength, Weakness,

Opportunity and Threat)

Analysis for yourself focusing on

1.00 Hr

Discussion Room

Grade Sheet



10

“Your customer facing work

environment”, with a help of a

discussion session with your

team overcome your mentioned

weaknesses and threats

/ Faculty Overview

Viva / score and feedback

SB6. deliver consistent and reliable service to

customers

Group Discussion (all trainees)

and manual creation (by leads

representing each team) in

parallel on various

measurement to deliver

consistent and reliable service

to customers / Faculty Overview

1.00 Hr


SB7. check your own work meets customer

requirements

Exercise – Fill up the “Work

Tracker” to analyze and evaluate

your proficiency, work meets

and or loopholes / Self, peer and

faculty evaluation / score

1.00 Hr


SB8. carry out rule-based transactions in line

with customer-specific guidelines,

procedures, rules and service level

agreements


Descriptive Type) / score and

feedback




Measures

Duration

(Hrs)




Problem Solving


SB9. apply problem-solving approaches in

different situations

Mock Session (Team Activity) on

Customer Relationship problem

solving approaches for a given

problem.

2.00 Hrs Round Table Setup for four teams





11

Example: You have billed high in

your monthly billing cycle for

which the customer has sent

you a mail stating he is not

interested in the service

anymore.

What is your problem solving

approach for this situation

SB10. seek clarification on problems from others Open Hall session with real time

questionnaire towards seeking

clarification on a specific

problem / peer and faculty

overview

1.00 Hr

Spacious Room / Auditorium for Role

Play

Analytical Thinking


SB11. pass on relevant information to others

Role Play – Form teams and call

one member from the team and

share an information drafting

for a particular type of query.

The same has to be addressed

by him/her to their respective

team / Faculty Evaluation

2.00 Hrs Spacious Room / Auditorium for Role

Play

SB12. analyze data and activities Written Test (Objective Type) on

Data Interpretation and

Understanding Graphs / Score

and Feedback



Critical Thinking


SB13. apply balanced judgments to different

situations

Written Test (Self opinion

based) followed by a discussion

about applying balanced

judgmental methodology / score

2 Hrs Questionnaire Manual AND OR Test




12

and feedback

Attention to Detail


SB14. check your work is complete and free from

errors

Proof Read a completed work to

further filter for accuracy / score

Example: Solution provided by

you to your customer. Re-check

if you have provided the right

solution.



Team Working


SB15. work effectively in a team environment

Practical Assessment based on

team activities (Enlist 10

different complaints from your

customers, assume your team

size is 3, wherein each team

member has different skill set, If

a team member is overloaded

with work, come up with a

solution how to distribute the

work within the team) / Faculty

Evaluation


SB16. work independently and collaboratively Written Test (Match the

following) / score and feedback



C. Technical Skills You need to know and understand how to:

SC1. use information technology effectively to

input and/or extract data accurately


Descriptive Type) on

Information system and data

Management / Score and

feedback

1.50 Hrs



SC2. store and retrieve information System based Practical Test /

score and instant feedback





13

SC3. identify and refer anomalies in data Team Activity – Outline the

various ways in identifying

differences in data (scenario

based) / Faculty Overview



SC4. keep up to date with changes, procedures

and practices in your role

Industry Visit

Assignment – (week on week

basis) by maintaining a book to

update amendments and or new

learning and or upgrades made /

Score and feedback

4.00 Hrs Appointment with a particular

Industry/company and arrangements

to reach the spot

Home Work



14

Ap

plic

able

NO

S U

nit

Unit Code SSC/N9001

Unit Title (Task) Manage your work to meet requirements

Description This unit is about planning and organizing your work in order to complete it to the required standards on time.


Work requirements:

activities (what you are required to do)

deliverables (the outputs of your work)

quantity (the volume of work you are expected to complete)

standards (what is acceptable performance, including compliance with Service Level Agreements)

timing (when your work needs to be completed)

Appropriate people:

line manager

the person requesting the work

members of the team/department

members from other teams/departments

Resources:

equipment

materials

information

Objectives

Performance Criteria (PC) w.r.t. the NOS: SSC/N9001 (Manage your work to meet requirements)

To be competent on the job, you must be able to:

PC1. establish and agree your work requirements with appropriate people



15

PC2. keep your immediate work area clean and tidy

PC3. utilize your time effectively

PC4. use resources correctly and efficiently

PC5. treat confidential information correctly

PC6. work in line with your organization’s policies and procedures

PC7. work within the limits of your job role

PC8. obtain guidance from appropriate people, where necessary

PC9. ensure your work meets the agreed requirements



Measures

Duration

(Hrs)




A. Organizational

Context

(Knowledge of the

company/

organization and

its processes)


KA1. the organization’s policies, procedures and

priorities for your area of work and your

role and responsibilities in carrying out your

work

Quiz-Verbal (Every individual

will be fired with a quiz

question) on organization’s

standards, policies, procedures

& guidelines / Score with

feedback

Written Test (Multiple Choice) –

on service level agreements for

dealing with customer queries,

role and responsibilities. /Score

with feedback




Chairs and Desks


Erasers

Projector




internet connection


Voice such as:

o Intranet

o Email

o IMs



o Standard Resource

Calculator



16





insurance)

Speakers with Mic.

PPT presentations

Fan/AC

Handy Camera








and Assessments











KA2. the limits of your responsibilities and when

to involve others

Group Discussion and note

taking in parallel / Faculty

Overview




17

KA3. your specific work requirements and who

these must be agreed with

Project – Prepare the chart to

show the organization structure

/ hierarchy and point of contacts

for your specific work

requirement / Score

1.00 Hr Spacious Room / Auditorium

KA4. the importance of having a tidy work area

and how to do this

Team Activity – Collage work to

show case action plans for a tidy

work area / Score


KA5. how to prioritize your workload according

to urgency and importance and the benefits

of this

Written Exercise – List down 12

“to do tasks” and set the priority

while mentioning the reason for

setting priority for a particular

task and present the same to co-

trainees / peer evaluation and

Score

1.00 Hr Questionnaire / Template / Forms

KA6. the organization’s policies and procedures

for dealing with confidential information

and the importance of complying with

these

Exercise on Security System

Measurement – Enlist Do’s and

Don’ts / Score


KA7. the purpose of keeping others updated

with the progress of your work

Debate on Keeping others

updated with the progress of

work is good / Score to every

individual who contributes their

voice and valid points in the

debate

1.00 Hr Spacious Room / Auditorium

KA8. who to obtain guidance from and the

typical circumstances when this may be

required

Written Test (Objective Type) /

Score with discussion session



KA9. the purpose and value of being flexible and

adapting work plans to reflect change

Role Plays to show case

flexibility and adaptability on a

change at work

1.00 Hr Spacious Room / Auditorium for Role

Play



18

B. Technical

Knowledge


KB1. the importance of completing work

accurately and how to do this

Written Test – Create a check

List for completing a task or

series of tasks for accurate job

outcome / Faculty Evaluation

1.50 Hrs



KB2. appropriate timescales for completing your

work and the implications of not meeting

these for you and the organization

Project Work (Instant) – Draft a

task tracker template and

present the effectiveness of the

template / Score


Play

KB3. resources needed for your work and how to

obtain and use these

Creative Thinking (Team

Activity) – Present a structured

process or methods that pops

up resources needed for a

particular work and its source /

Faculty Evaluation


Skills (S)

A. Core Skills/

Generic Skills


Measures

Duration

(Hrs)




Writing Skills


SA1. complete accurate work with attention to

detail

Self Practice Quiz / Score and

Feedback

1.50 Hrs PCs for every individual to take up

the test with net connectivity

Reading Skills


SA2. read instructions, guidelines/procedures

Written Test (Multiple Choice)

based on Reading

Comprehension / Score and

Feedback




You need to know and understand how to: Listening Skills Assessment 2.00 Hrs Round Table Setup for four teams



19

SA3. ask for clarification and advice from line

managers

based on audio play – Objective

Type Questions / scores and

feedback

Team Activity – One Team reads

a passage and the other team

has to frame 5 questions based

on listening to passage and fire

the question on the opposite

team / Score

Sound System

SA4. communicate orally with colleagues Conversation Test – Oral (Test

upon tone, pitch, flow, rhythm

etc.) – Faculty Evaluation

1.00 Hr Conversation Document


Decision Making


SB1. make a decision on a suitable course of

action

Team Activity – Outline 3

different methods and decide

the best method that will help

you to achieve your target on a

daily basis / Faculty Evaluation

Written Test (Objective Type)

Decision Making Skills test –

Know you self stand / Score and

Feedback

Draft - Decision Making Strategy

or steps / Score



Plan and Organize




Written Test – Objective Type

(Self Assessment) on Time

Management / score





20

Achieve Target – Team Activity

based on planning, organizing

and achieving the target (Teams

should draft an execution

methodology on how they

would achieve the targets)

/ Faculty Evaluation

Exercise – List out “to do” tasks

and set the priority / score and

feedback

SB3. agree objectives and work requirements Role Play - Prioritizing Tasks and

Incidents / Faculty Evaluation

1.00 Hr Spacious Room / Auditorium for Role

Play

Customer Centricity


SB4. deliver consistent and reliable service to

customers

Group Discussion Session on

maintaining consistency and

reliable service to customers

while creating a map to depict

the points discussed in parallel /

Faculty Overview


SB5. check your own work meets customer

requirements

Quiz on Understanding

Customer requirement

1.50 Hrs Questionnaire

Problem Solving


SB6. refer anomalies to the line manager

Role Play (Individual and Team

Based) – Every individual would

come up with a problem and

solution like:

o Not managing work

o Incorrect output

o Volumes not met

o Not organized

o Do not seek clarification





21

with co-workers

/ Faculty Overview


Score

Analytical Thinking


SB7. Provide relevant information to others

Online Questionnaire based on

escalation of information within

the team / Auto Result with

Score



PCs for every individual to take up




22


Measures

Duration

(Hrs)





SB8. apply judgements to different situations

Viva – One on One / Score and

Feedback

Role Play (Individual and Team

Based) – Every individual would

come up with a judgement to

various situations pertaining to

managing your work / Faculty

Evaluation

1.50 Hrs Discussion Room

Grade Sheet

Attention to Detail


SB9. apply good attention to detail

Written Test (Pictorial

Representation and Text Heavy

based Questions) / score and

feedback




errors

Exercise – Enlist all the points

and or sequence in order to

complete a specified work while

mentioning the steps taken to

ensure the accuracy of the work

in a tabular format / Score


SB11. get your work checked by peers Proof Read a completed work to

further filter for accuracy / score

1.50 Hrs Questionnaire

Team Working



Individual and Team based

activity - Complete the set of

activities and questionnaires as

an individual wherein the

individual’s performance would

contribute to the team, any




23

weak performers would pool in

negative scores or zero score

letting the team down. The

team thereby must come up

with the solutions or steps to

improve the average performers

/ Faculty Evaluation


SC1. use information technology effectively, to

input and/or extract data accurately

Online Practical Test on data

management and process

followed using information

technology / Score



SC2. identify and refer anomalies in data Team Activity – Outline the

various ways in identifying

differences in data (scenario

based) / Faculty Overview


SC3. store and retrieve information Practical Online Test – Database

and or Information

Management Activity / Score

and Feedback





Project Work – Draft a template

to make note of daily activities

with reference to changes in

procedures and practices

involved in your role while

maintaining the same (a

continuous process) / Faculty

Evaluation

1.50 Hrs Class Room Setup



24

Ap

plic

able

NO

S U

nit

Unit Code SSC/N9003

Unit Title (Task) Maintain a healthy, safe and secure working environment

Description This unit is about monitoring the working environment and making sure it meets requirements for health, safety and security.


Emergency procedures:

illness

accidents

fires

other reasons to evacuate the premises

breaches of security

Resources(needed to achieve the unit objectives):

information

government agencies in the areas of safety, health and security and their norms and services

Objectives

Performance Criteria (PC) w.r.t. the NOS: SSC/N9003 (Maintain a healthy, safe and secure working environment)

To be competent, you must be able to:

PC1. comply with your organization’s current health, safety and security policies and procedures

PC2. report any identified breaches in health, safety, and security policies and procedures to the designated person

PC3. identify and correct any hazards that you can deal with safely, competently and within the limits of your authority

PC4. report any hazards that you are not allowed to deal with to the relevant person in line with organizational procedures

and warn other people who may be affected

PC5. follow your organization’s emergency procedures promptly, calmly, and efficiently

PC6. identify and recommend opportunities for improving health, safety, and security to the designated person

PC7. complete any health and safety records legibly and accurately



25



Measures

Duration

(Hrs)




A. Organizational

Context

(Knowledge of the

company/

organization and

its processes)


KA1. legislative requirements and organization’s

procedures for health, safety and security

and your role and responsibilities in

relation to this


score and feedback

Activity – Collage Messages and

pictures with respect to health

and safety security system /

Faculty Overview




Chairs and Desks


Erasers

Projector




internet connection


Voice such as:

o Intranet

o Email

o IMs



o Standard Resource

Calculator





insurance)

Speakers with Mic.

PPT presentations

Fan/AC



26

Handy Camera








and Assessments











KA2. what is meant by a hazard, including the

different types of health and safety

hazards that can be found in the workplace

Mindscape – List out all the

possible and or expected

hazards at workplace followed

by remedies to eradicate the

same / Score

1.00 Hr Class Room Setup

KA3. how and when to report hazards Group Discussion / faculty

evaluation


KA4. the limits of your responsibility for dealing

with hazards

Quiz / Score 1.00 Hr Questionnaire / Template / Forms

KA5. the organisation’s emergency procedures

for different emergency situations and the

Exercise – Team Lead to mentor

the team, followed by series of




27

importance of following these questions to every individual /

score and faculty overview

KA6. the importance of maintaining high

standards of health, safety and security

Team Activity – Create a chart

that encompasses the

importance of high standards

health, safety & security

measurements, followed by

each trainee explaining on

different points / score and

feedback


KA7. implications that any non-compliance with

health, safety and security may have on

individuals and the organization

Role Play – Team Based with

every individual taking a role /

peer evaluation and faculty

overview


Play

B. Technical

Knowledge


KB1. different types of beaches in health, safety

and security and how and when to report

these


Description Type) / Score and

Feedback



KB2. evacuation procedures for workers and

visitors

Practical Test – Mock Drill (Team

Based) / Score and feedback


KB3. how to summon medical assistance and

the emergency services, where necessary

Presentation / score 1.00 Hr Class Room Setup

KB4. How to use the health, safety and accident

reporting procedures and the importance

of these

Project Work (Instant) –

Prepare the chart that shows up

the contact information with

image orientation to reach out

during hazard / calamities

1.50 Hrs Class Room Setup

Skills (S)

A. Core Skills/

Generic Skills


Measures

Duration

(Hrs)




Writing Skills



28


SA1. complete accurate, well written work with

attention to detail

Written Test (Objective Type) on

process followed to accurately

complete the work related to

safety and security system /

Score and feedback

Question and answer session –

Team based activity / Score and

feedback



Reading Skills


SA2. read instructions,

guidelines/procedures/rules

Written Test - Passage Reading

and answering the

questionnaire / Score





SA3. listen effectively and orally communicate

information accurately

Verbal Test – Answer to the

questions (communication skills

based questionnaire) / Score

Activity – Team based

assessment on listening and

speaking skills / scores and

feedback

Conversation Test (test upon

tone, pitch, flow, rhythm etc.) –

Oral / Faculty Overview




Conversation Document


Decision Making


SB1. make decisions on a suitable course of

action or response

Written Test on Decision Making

Skills (Objective Type – based on

a scenario related to health and

safety measurements)





29

Example: When your co-worker

struggles to breathe while

working you will -

a) call doctor

b) inform management

c) imply first aid

/ Score and Feedback

Group Discussion based on the

written test.

Draft - Decision Making Strategy

(on any given point in time,

depending upon the scenario,

the steps followed to make a

decision) / Score

Plan and Organize




Role Play - Assume the NEWS

spread to take precautionary

measurement to prevent swine

flu. Show the way you will plan

and organize from swine flu.

Written Test (Multiple Choice) -

Know your Time Management

Skills / Score and feedback

Exercise - Prioritizing Tasks and

Incidents / Score

Exercise – Grid an Activity

Planner for a week / peer






30

evaluation

Customer Centricity


SB3. build and maintain positive and effective

relationships with colleagues and

customers

Activity – Individual and Team

based activity (List all the points

that contributes towards

positive and effective

relationships with co-workers

and customers) / Score and

Feedback


Problem Solving


SB4. apply problem solving approaches in

different situations

Team Activity (Individual teams

will frames 3 questions related

to illness/sickness/health and

safety) with problem solving

approaches / Faculty Evaluation

Written Test (Objective Type) on

problem solving skills based on

the health, safety and security

measurements / Score

Presentation on problem solving

approaches at different

situations / Score




Measures

Duration

(Hrs)




Analytical Thinking


SB5. analyse data and activities

Group Activity – Track and

create a database that shows

the no. of accidents at

workplace, be it major or minor






31

with respect to negligence in

health and safety

measurements and outline a

graph to depict and or support

your gathered data.

Written Test on Data

Interpretation understanding

capability / score and feedback

Team Activity – Understand and

Explain the purpose of different

demo Graphs

Critical Thinking


SB6. apply balanced judgements to different

situations

Team Activity: Assume two co-

workers at workplace fought

and the verbal fight turned to

physical extent, both had a

minor injury, as a team member

or team lead how will you tackle

this situation and apply

balanced judgement.

Written Test (Self opinion

based) followed by a discussion

about applying balanced

judgmental methodology / score

and feedback



Attention to Detail


SB7. apply good attention to detail

Written Test (Pictorial

Representation and Text Heavy

based Questions) / score and





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feedback


errors

Individual Activity – List out all

the steps, measurements and

pointers to ensure that you

follow health and safety

measurements and verifying if

you have missed to adhere to

the system.

Written Test (Formative Type) –

Enlist all the measurements to

complete a work errorless /

score



SB9. get your work checked by peers Proof Reading Test on an

already proof read passage by

the trainee in the format of re-

proofing / Peer Evaluation


Team Working



Skit – Divide the team and play a

skit where an act to be

performed will depict

eradicating lineance to health

and safety policies / Faculty

Evaluation

Team Work Assessment –

Complete the work effectively

as a team with responsibilities

shared and thorough

understanding / Score and

Feedback




33


SC1. identify and refer anomalies

Team Exercise – Update and or

Escalate the ideas or changes in

the workflow while asking the

trainees to take down the

update, followed by explaining

the same to the mass / Score

and Feedback


SC2. help reach agreements with colleagues Team Based Practical Test – On

a given task(s) the team has to

workout together while

discussing and considering all

the points from every individual

for a effective job turnout while

having all agree with the final

call / Score and Feedback




Practical Activity – Almost many

do not have any idea about the

aid to health issues.

Manage/update a book on a

weekly basis mentioning the

methodology to execute first aid

on a basic level injuries at

workplace / safety measures to

prevent possible injuries


Descriptive) on data

management, updates and

escalation capabilities / Score

and Feedback



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