OFFICE MANAGEMENT - RP MIS

4

TVET CERTIFICATE IV in

OFFICE MANAGEMENT

CODE

ADMOMG4001

Kigali September, 2017

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ADMOMG4001-TVET CERTIFICATE IV

Office Management

REQF Level 4 CURRICULUM

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© Workforce Development Authority, 2017

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:

September, 2017

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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

theWDA. Ph: (+250) 255113365; fax: (+250) 255113365.

© Workforce Development Authority (WDA) 2017

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/

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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 i

A c k n o w l e d g m e n t s i 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 3

2.4 Job related information 3

2.5 Employability skills and life skills 3

2.6 Information about competencies 6

3 . T R A I N I N G P A C K A G E 7

3.1 Course structure 7

3.2Competencies chart 7

3.3 Flowchart 9

4 . A S S E S S M E N T G U I D E L I N E S 1 0

4.1 Assessment Methodology 10

4.2 Portfolio 10

C C M C S 4 0 1 - C O M P U T E R S K I L L S 1 3

LU 1:Describe the operating system 15

LU 2:Customize computer features 23

LU 3: Protect computer system 28

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 3 4

LU 1: Identify hazardous areas to be improved. 36

LU 2 : Apply SHE practices. 42

LU 3: Assess and control risks. 51

LU 4: Awareness of SHE in working place. 56

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 6 2

LU 1:Write factual, descriptive, and explanatory texts. 65

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LU 2:Apply a range of listening strategies to understand predictable messages. 74

LU 3:Discuss general and trade-related topics. 80

LU 4:Read medium texts on general and trade-related topics. 86

C C M F T 4 0 1 - A P P L I C A T I O N D E S E L E M E N T S D E L A L A N G U E F R A N C A I S E 9 2

LU 1:Lire les différents textes techniques devant le public 94

LU 2:Rédiger des textes simples et autres écrits techniques. 98

LU 3:Appliquer certains éléments de la littérature en rapport avec son métier 102

LU 4:Utiliser les expressions usuelles de la langue française. 106

Unité d’apprentissage 110

LU 5:Exécuter les accords 110

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 1 8

LU 1: Gukoresha ubuvanganzo gakondo bufatiye ku mwuga ashyikirana n’abandi. 121

LU 2: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ibyiza by’ikoranabuhanga mu iterambere

ry’umwuga no kugaragaza intêgo y’izina mbonera. 128

LU 3: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ububi bw’ibiyobyabwenge mu rubyiruko no

kugaragaza amategeko y’igenamajwi mu izina mbonera. 137

LU 4: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza uburyo bunyuranye bwo gufata neza

ibidukikije. 143

Imbumbe 151

LU 5: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza akamaro k’ubutabazi bw’ibanze no

kwandika yubahiriza imyandikire y’Ikinyarwanda. 151

C C M K K 4 0 1 - K I S W A H I L I K A T I K A S E K T A T O F A U T I Z A K A Z I 1 5 9

LU 1: Kutumia kimazungmuzo istilahi/rejesta zinazohusiana na kazi. 161

LU 2:Kutumia kimaandishi istilahi/rejesta zinazohusiana na kazi 166

LU 3:Kutumia istilahi/rejesta za utatuzi wa migogoro katika kampuni. 171

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 6

LU 1: Identify elements of business plan. 178

LU 2: Write a business plan in line with the identified elements 185

LU 3: Establish strategies to monitor evaluate and update the business plan (Contingency plan). 198

LU 4: Present a business plan 205

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 2 1 1

LU 1: Develop and maintain product, service and market knowledge. 214

LU 2: Provide a quality service experience to customers. 223

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LU 3: Deal with complaints and difficult customer service situations. 231

LU 4: Manage and use information about clients and customers. 240

C C M I A 3 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 4 5

LU 1: Apply for internship/employment 247

LU 2:Demonstrate appropriate workplace behavior and attitudes 252

LU 3: Respect worker’s and employer’s rights and responsibilities 258

LU 4: Organize and evaluate one’s internship 265

G E N A M 4 0 1 - B A S I C A N A L Y S I S 2 7 3

LU 1: Determine and analyze numerical functions 276

nnLU 2: Apply fundamentals of differentiation 282

LU 3: Apply natural logarithmic functions 287

LU 4: Apply exponential functions 293

O M G A R 4 0 1 - A C C E S S R E C O R D S 3 0 0

LU 1: Identify materials, equipment and tools materials 302

LU 2:Communicate the availability of the records equipment and tools 308

LU 3: Avail records (Process for applications and avail the record 315

Summative Assessment 323

O M G P G 4 0 1 - P U R C H A S E O R D E R S P R E P A R A T I O N A N D G O O D S R E C E I V I N G 3 2 7

LU 1: Write and Fill the purchase order 329

LU 2 Make follow up of the purchases orders 337

LU 3: Receive goods delivered in collaboration with the storekeeper 342


O M G P P 4 0 1 - P U R C H A S E O R D E R S P L A C I N G 3 5 4

LU 1: Receive purchase requisition equipment 356

LU 2: Operate embroidery equipment and tools 362

LU 3 Liaise with the purchasing officer to evaluate the quotations 367


O M G P P 4 0 1 - P R O C E S S I N G P A Y M E N T 3 7 9

LU 1: Operate point of sale terminal 381

LU 2: Receive cash from customers 390

LU 3: Record cash and provide receipt 398


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O M G P S 4 0 1 - P R O D U C T S A N D S E R V I C E S S E L L I N G 4 1 3

LU 1: Gather information about the Product /service 416

LU 2: Gather information about the Customer 422

LU 3: Collect perceptions about the product/service from the Customer 427

LU 4: Select the market 433

LU 5: Conduct close sales 439

LU 6: Deliver the products/services to the selected market 446

LU 6: Maximize sales opportunities 452


O M G R K 4 0 1 - R E C O R D K E E P I N G 4 6 4

LU 1: Identify materials, equipment and tools tools 466

LU 2: Register records 475

LU 3: Sort and Classify records using filing systems 481

ummative Assessment 487

O M G R S 4 0 1 - R E C O R D S S E C U R I T Y 4 9 1

LU1: Identify materials, equipment and tools 493

LU 2: Perform road assessment techniques 499

LU 3: Apply indexing to the records 504

LU4: Protect records against destroyers 509


O M G R T 4 0 1 - R E C O R D S ’ T O O L S , E Q U I P M E N T , M A T E R I A L S A N D L O C A T I O N

I D E N T I F I C A T I O N 5 2 1

LU 1: Differentiate materials, equipment and tools to manage records 523

LU 2: Select records location 531

records and set up the criteria of records selection 536

LU 3: Collect records and set up the criteria of records selection 537

LU 4: Select filing system to be used 545


O M G S I 4 0 1 - S T O C K - R E L A T E D I S S U E S H A N D L I N G 5 5 5

LU 1: Identify stocks items 557

LU 2: Tag Price on items 563

LU 3: Use LIFO and FIFO methods to evaluate the stock 569

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O M G C S 4 0 1 - Q U A L I T Y C U S T O M E R S E R V I C E P R O V I S I O N 5 8 0

LU 1: Offer quality service to Customer 582

LU 2:Handle complaints and difficult Customer service situations 589

LU 2: Identify customers’ complaints 589

LU 3: Build links with customers 596


G L O S S A R Y 6 0 7

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List of abbreviations

ADMOMG Administration sector / Office management sub-sector

CCM Complementary Competencies

CDU Curriculum Development Unit

DACUM Develop a Curriculum

FIFO First In First Out

ICT Information Communication Technology

IPRC Integrated Polytechnics Regional Centers

LIFO Last in First Out

NGO Non-Gouvernemental Organization

PO Purchase Order

POS Point of Sale

PPE Personel Protection Equipment

PR Purchase Requisition

REQF RwandanEducation Qualification Framework

TVET Technical Vocational Education and Training

VTC Vocational Education Center

WDA Workforce Development Authority

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Acknowledgments

Workforce Development Authority wishes to thank the following persons who participated in

the development of this curriculum:

Coordination

RWAMASIRABO Aimable, WDA

Facilitators

NIKUZE Beranadette, CDU, WDA

Curriculum Development Team

# Names Company/Institution Function

1. MUSAFIRI Ernest Instructor IPRC NGOMA

2. MUSONI Jean Claude Trainer Nyabihu TVET School

3. UWERA Marceline Socio-linguistics Officer RALC

4. MUTAGANZWA Gilbert Teacher Ecole Secondaire de Rukara

5. MATATA Jean Bosco Teacher College Ami des Enfants

6. GASIMBA François Xavier Lecturer UR/College of Education

7. KAMBARI Vincent Trainer GS St Marcel/Kayonza

8. MUREGO Yves Quality Assurance

Officer

WDA

9. BUCYENSENGE Vincent Instructor IPRC KARONGI

10. GASANA Vedaste Lecturer INES

11. FURAHA INEZA Jean Raymond Trainer Lycee de Gisenyi

12. MUREGO Yves Quality assurance WDA

13. MUGANJI Luke Trainer ESA Nyarugunga

14. HARELIMANA Jean Eric Finance Assistant Next Growth-LTD

15. BAMURANGE claudine Archivist WDA

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1. GENERAL INTRODUCTION

The curriculum presents a coherent and significant set of competencies to

acquire to perform the occupation of a Sales Clerk, Purchases Clerk and Sales

Clerk. 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

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Section

2

2. QUALIFICATION DETAILS

2.1 Description

This qualification provides the skills,

knowledge and attitudes for a learner to be

competent in tasks and activities that

require the application of practical skills in a

defined context. Work would be

undertaken in various enterprises such as

Hospitals, Schools, Business Centres, Public

and Private Offices, Factories, Hotels, banks

where office administration and business

services are needed. In addition to that the

learner may perform various tasks including

operating a range of office equipment to

complete routine tasks,cleaning premises

and equipment, working with colleagues

and customers, and maintaining access and

security of records . Learners may work

under supervision.

At the end of this qualification, qualified

learners will be able to:

1. Implement health safety and environment precaution

2. Develop business plan

3. Provide quality customer service 4. Apply Computer Skills 5. Use Intermediate English at workplace 6. Gukoresha i Kinyarwanda cy’

umunyamwuga 7. Kutumia kiswahili katika sekta tofauti

za kazi 8. Communiquer en appliquant les

elements de la langue aux domaines techniques

9. Apply Basic Analysis 10. Identify ’ tools, equipment, materials

and location 11. Inspect Raw Materials physical quality 12. Keep the Records 13. Organize and Manage the records 14. Record security Provision 15. Purchase order placing 16. Purchase order preparation and goods

receiving 17. Handle Stock -related issues 18. Sell Products and services 19. Process payment 20. 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 Office management background.

Title: TVET Certificate IV in Office

Management

Level: REQF Level 4

Credits: 117

Sector: Administration

Sub-sector: Office management

Issue date: September, 2017

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2.3 Information about pathways

2.4 Job related information

This qualification prepares individuals to integrate the office management industry with the

professionalization of record keeping, offering sales services, offering purchasing services; this

qualification again offers the opportunity to execute the works as record clerk 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:

Possible jobs related to this qualification

Records clerk Sales clerk Purchases clerk

Preferred pathways for candidates entering

this qualification include:

TVET Certificate III in Office

Management

Recognition of prior learning related

to this qualification

Progression route of candidates achieving

this qualification include:

TVET Certificate V in Office

Management

A range of other related TVET

Certificate V qualifications.

Pathways into the qualification

Pathways from the qualification

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Communication

Documenting technical work in plain English

Writing and presenting reports

Safety and security precautions

Working collaboratively with project team members

Health and environment

Health and reproduction

Rwanda environmental protection, practices rules and regulations

Business Plan

Producing a small 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

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Manipulate computer

Using internet

Languages other than Kinyarwanda

Using English as the medium of communication in the working environment

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Number of competencies: 20 Core competencies : 12 Complementary competencies : 8 The total number of Credits: 120

2.6 Information about competencies

No Code Complementary competencies Credit

1 CCMCS401 Apply Computer skills 3

2 CCMQS401 Provide quality customer service 3

3 CCMHE401 Provide quality customer service 3

4 CCMEN401 Use intermediate English at workplace 3

5 CCMKN401 Gukoresha I Kinyarwanda cy’umunyamwuga 3

6 CCMKK401 Kutumia Kiswahili katika sekta tofauti za kazi 3

7 CCMFT401 Appliquer les elements de la langue francaise 3

8 CCMDB401 Develop business plan 3

Total 24

No Code Core competencies Credit

GN

ERA

L

1 GENAM401 Apply Basic Analysis 10

SPEC

IFIC

2 OMGRI401 Records’ tools, equipment, materials and location identification 6

3 OMGCS Apply Quality customer service provision 5

4 OMGRK401 Records Keeping 8

5 OMGRA401 Records Access 8

6 OMGRS401 Records security Provision 6

7 OMGPO405 Purchase order placing 5

8 OMM406 Purchase order preparation and goods receiving 5

9 ADOM408 Products and service selling 5

10 ADOM409 Stock -related issues Handling 5

11 ADOM 410 Process payment 3

12 OMGIA401 Integrate the workplace 30

Total 96

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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.

3.2Competencies 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

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SALES CLERK, PURCHASES CLERK AND SALES CLERK.

PROCESS GENERAL AND COMPLEMENTARY COMPETENCIES

SPECIFIC COMPETENCIES

Du

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(7

70

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2

3

4

5

6

7

8

11

Duration (430 Hrs)

30

30

30

30

30

30

30

30

10

0

1

Identify ’ tools, equipment, materials and location 60

▲ ▲ ▲ ▲ ○ ○ ○ ○ ○ ○ ○ ○ ○

2 Inspect Raw Materials physical quality 50

▲ ▲ ▲ ▲ ○ ○ ○ ○ ○ ○ ○ ○ ○

3 Keep the Records 80 ▲ ▲ ▲ ▲ ○ ○ ○ ○ ○ ○ ○ ○ ○

4 Organize and Manage the records

80 ▲ ▲ ▲ ▲ ○ ○ ○ ○ ○ ○ ○ ○ ○

5 Record security Provision

60 ▲ ▲ ▲ ▲ ○ ○ ○ ○ ○ ○ ○ ○ ○

6 Purchase order placing

50 ▲ ▲ ▲ ▲ ○ ○ ○ ○ ○ ○ ○ ○ ○

7 Purchase order preparation and goods receiving 50

▲ ▲ ▲ ▲ ○ ○ ○ ○ ○ ○ ○ ○ ○

8 Handle Stock -related issues

50 ▲ ▲ ▲ ▲ ○ ○ ○ ○ ○ ○ ○ ○ ○

9 Sell Products and services

50 ○ ○ ○ ○ ○ ○ ○ ○

10 Process payment

30 ▲ ▲ ▲ ▲ ○ ○ ○ ○ ○ ○ ○ ○ ○

11 Integrate the workplace 300 ▲ ▲ ▲ ▲ ● ● ● ●

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

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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.

Quality customer service provision 6

Records security Provision 6

Purchase order preparation and goods receiving

5

Stock -related issues Handling 5

Figure 2: Flowchart

Computer skills 3 Providing quality customer service 3

Implementing S.H.E. Policies and procedures 3 Intermediate workplace english 3

Ikinyarwanda cy’umunyamwuga 3

Basic Analysis 10

Records Keeping 5

Records Access 8 Records Access 8

Purchase order placing 5

Products and service selling 5

Process payment 3

Industrial Attachment Program (IAP) 30

Business plan development 3

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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

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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%

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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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Competence

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 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.Describe the operating system

1.1 Proper description of operating system components

1.2 Proper description of characteristics of an Operating System

1.3 Proper description of operating system types

1.4 Proper description of operating system functions

1.5 proper description of operating system file system

2.Customize the computer

features

2.1 Proper identification of customer requirements for an

operating system

2.2 Proper Identification of Minimum Hardware Requirements

for operating system to be used

2.3 Proper customization of operating system

3. Protect computer system

3.1 Proper installation of software utilities according to the

manufacturer specifications

3.2 Regular scanning of computer and elimination of virus as

per safety standards

3.3 Accurate backup of computer data based on OS installation

3.4 Appropriate restoration of computer data based on OS

installed

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Learning unit

LU 1:Describe the operating system

1

Learning Outcomes:

1. Describe components of operating system 2. Describe the characteristics of operating system 3. Describe the types of operating system 4. Describe the functions of operating system 5. Describe the operating system file system

15 Hours

Learning Outcome 1.1:Describe components of operating system

User interface Graphical user interface

(GUI). Shell(CLI)

Kernel micro kernel monolithic kernel

File management system Disk-based Network-based Virtual

o Brainstorming on components of operating system

o Demonstration on components of operating system

o Group discussions on

components of operating

system

- Computer - Projector - software - Whiteboard - Marker - Duster - Text books - Lecture notes - Papers - Internet

Formative Assessment 1.1

Performance criterion

Proper description of components of operating system

Resources Learning activities Content

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Assessor may collectamong 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

Indicator: User interface is described

Graphical user interface (GUI).

Shell(CLI)

Indicator: kernel is described

Micro kernel

Monolithic kernel

Indicator : File management system is described

Disk-based

Network-based

Virtual

Observation

Learning Outcome 1.2: Describe the characteristics of operating system

Multi-user

Multitasking

Multiprocessing

Multithreading

o Brainstorming on

characteristics of operating system


characteristics of operating system

- Computer - Projector - software - Whiteboard - Marker - Duster


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- Text books - Lecture notes - Papers - Internet -





Written evidence

Oral evidence

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation)

Checklist Score

Yes No

Indicator: Multi-user computer is described

Indicator: Multitasking computer is described

Indicator: Multiprocessing computer is described

Indicator: Multithreading computer is described

Observation


Proper description of characteristics of an operating system

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Learning Outcome 1.3: Describe the types of operating system

Single-user, single task Android Blackberry iOS(iPhone OS) Windows 8 phone

Multi-user, multi-task Unix Lunix

Real Time Operating Systems

Industrial machine Laboratories

machine

Single-user, Multi-tasking Windows xp Windows vista Windows 7 Windows 8 Windows 10 Mac OS

o Demonstration on types of operating system

o Group discussions on types of operating system

- Computer - Projector - software - Text books - Lecture notes - Papers - Internet





Written evidence

Oral evidence



Proper description of operating system types


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Checklist Score

Yes No

Indicator: Single-user, single task operating system are described

Android

Blackberry iOS(iPhone OS) Windows 8 phone

Indicator : Multi-user, multi-task operating system are described Unix

Lunix

Indictor: Real Time Operating Systems operating system are described Industrial machine

Laboratories machine

Indicator : Single-user, Multi-tasking operating system are described Windows xp

Windows vista

Windows 7

Windows 8

Windows 10

Observation

Learning Outcome 1.4: Describe the functions of operating system

Basic functions of operating system Intermediator Process Management File Management Memory Management

o Group discussions on functions of operating system

o Brainstorming on functions of operating system

- Computer - Projector - software - Text books - Internet


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Security Job Scheduling





Written evidence

Oral evidence

Multiple choice True or false question Matching Sentence completion

Ticking

Expose (presentation)

Checklist Score

Yes No

Indicator: Basic functions of operating system are described

Intermediator

Process Management

File Management

Memory Management

Security

Job Scheduling

Observation


Proper description of operating system functions

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Learning Outcome 1.5: Describe the operating system file system

File system role

File system types File Allocation

Table(FAT12,FAT16,FAT32,exFAT)

New Technology File System (NTFS).

Apple file system (APFS) Hierarchical file system(HFS

and HFS Plus) Veritas File System(VFS)

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





Written evidence

Oral evidence


Checklist Score

Yes No

Indicator : File system types are described

File Allocation Table(FAT12,FAT16,FAT32,exFAT)

New Technology File System (NTFS).


Proper description of operating system file system


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Apple file system (APFS)

Hierarchical file system(HFS and HFS Plus)

Veritas File System(VFS)

Observation

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Learning unit

LU 2:Customize computer features

2

Learning Outcomes:

1. Identify the customer requirement for an operating system 2. Identify the minimum hardware requirements for operating system

for operating system to be sued 3. Customize the operating system

10 Hours

Learning Outcome 2.1:Identify the customer requirement for an operating system

Requirements to be

considered

Budget constraints

Compatibility with

current hardware

Compatibility with

new hardware

How the computers

will be used

Compatibility with

existing applications

Types of new

applications to be

used

o Brainstorming on operating system customer requirements

o Group discussions on operating system customer requirements

o Demonstration on operating

system customer requirements

- Computer - Projector - software - Text books


24 | P a g e





Written evidence

Oral evidence

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation

Checklist Score

Yes No

Indicator: Customer requirement for an operating system are identified

Budget constraints

Compatibility with current hardware

Compatibility with new hardware

How the computers will be used

Compatibility with existing applications

Types of new applications to be used

Observation


Proper identification of customer requirements for an operating system

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Learning Outcome 2.2: Identify minimum hardware requirements for operating system

to be used

Possible hardware upgrades RAM capacity Hard drive size CPU Video card memory and

speed Motherboard


minimum hardware requirements






Written evidence

Oral evidence


Checklist Score

Yes No

Indicator: Possible hardware upgrades are identified

RAM capacity

Hard drive size

CPU

Video card memory and speed

Motherboard


Proper identification of minimum hardware requirements for operating system to be used


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Observation

Learning Outcome 2.3:Customize the operating system

User account creation

computer and windows explorer

Manage user account

Manager disk drives

Manage windows services

Schedule tasks with Task Scheduler

Check system events with Event Viewer

Verify your network shares with Shared Folders

Control panel utilities

o Brainstorming on operating system customization

o Demonstration on operating system customization

o Practical exercises on operating system customization






Written evidence

Oral evidence



Proper customization of the operating system


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Checklist Score

Yes No

Indicator: operating system is customized

User account creation

computer and windows explorer

Manage user account

Manager disk drives

Manage windows services

Schedule tasks with Task Scheduler

Check system events with Event Viewer

Observation

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Learning unit

LU 3: Protect computer system

3

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 3.1: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



Proper installation of software utilities according to the manufacturer

specifications


29 | P a g e




Written or Oral


Checklist Score

Yes No

Indicator: Software tools utilities are installed

Anti-virus

Anti-malware

Anti-spyware

Adware

Backup software

Backup media

Observation

Learning Outcome 3.2: Scan and Eliminate virus

Description of scan types Full system scan On demand scan On access scan

Description of san mode Manual Automatic Scheduled

o Presentation on computer virus scan types

o Brainstorming on computer virus scan


computer virus scan

- Computer Lab with internet access

- Projector - Computer with OS

installed - Antivirus - White Board - Markers


30 | P a g e

Virus elimination Elimination by neutralization Elimination by deleting Elimination by quarantine





Written


Checklist Score

Yes No

Indicator: Scan type are described

Full system scan

On demand scan

On access scan

Indicator: Scan mode is described

Manual

Automatic

Scheduled

Indicator: Virus are eliminated

Neutralization

Deleting

Quarantine

Observation


Regular computer scan and elimination of virus as per safety standards

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Learning Outcome 3.3: 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

- Computer Lab with internet access

- Projector - Computer with OS

installed - Antivirus - White Board - Markers





Written evidence

Oral

Performance

Matching Sentence completion Ticking Expose (presentation ) Task on backing up data


Accurate backup of computer data based on OS installation


32 | P a g e

Checklist Score

Yes No

Indicator: Backup types are described

Normal/Full backup

Copy backup

Differential backup

Incremental backup

Daily backups

Indicator: Common backup devices are selected

Tape drive

Digital audio tape(DAT) drives

Auto-loader tape systems

Magnetic optical drives

Removable disks

Disk drives

Observation

Learning Outcome 3.4: 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



Appropriate restoring of computer data based on OS installed


33 | P a g e




Written evidence

Oral

Performance

Matching Expose (presentation ) Task on restoring data

Checklist Score

Yes No

Indicator: Restoring devices are selections

HHD/SSD

USB/ Flash Driver

Tapes drives

Magnetic optical drives

CDs

DVDs

Disc drives

Observation

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.Sau/course/BCEI

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Competence

C C M H E 4 0 1 - IMPLEMENTING S.H.E. POLICIES AND PROCEDURES

CCMHE401 Implement S.H.E. policies and procedures


Credits: 3 30

Sector: All

Sub-sector: All


Purpose statement

This module describes the outcomes required to implement Safety, Health and Environmental

(SHE) policies and procedures on a site adhering to defined policies and procedures to ensure

own safety and that of others; together with protection of the environment. This includes

implementation of recognized environmental care principles.

35 | P a g e


Maintaining SHE at workplace







1. Identify hazardous areas to be

improved

1.1 Proper physical inspection of the working area

1.2 Proper selection of the tools and materials

1.3 Proper marking and reporting of hazardous area

1.4 Proper reporting on the area of weakness according to

company procedure

2. Apply SHE practices 2.1 Proper identification of applicable Occupational Health, Safety and Environmental (OHSE) requirements

2.2 Appropriate instruction to workers to follow safety best practices and enforce health and safety regulations

2.3 Proper establishment and maintenance of

communication with others in line with SHE

requirements

2.4 Proper performance of tasks in a safe manner and in

line with SHE best practices

3. Assess and control risks 3.1 Proper analysis of work practices and processes to

identify areas for improvement in relation to SHE issues

and hazards

3.2 Proper detection and assessment of risk, and detailed report and investigation of all incidents/ accidents

3.3 Proper control of hazard to make them less dangerous

by looking at the most effective options

4. Promote awareness of SHE in working place

4.1 Proper implementation of environmental procedures

4.2 Adequate training of workers to operate tools and

equipment

4.3 Proper inspection of the working area and appropriate remedial action to be taken to minimize or eliminate

36 | P a g e

hazards

Learning Outcome 1.1: Select tools and materials

Types of tools, materials and equipment used to identify hazards: Dust sampler Noise meter Hammer Brushes Crowbar Ladder Rock drill Tape measure Infrared thermometer

Types of tools, materials and equipment used to control hazards: Hammer Brushes

o Presentation on types of

equipment

o Group discussion

o Practical exercises on types of

equipment

o Setting visual aids

o Preparing video and audio

materials with types of

equipment

- Reference Books - internet - TV screen - Module manuals - Visual aid - Steel bar - Dust sampler - Mining anemometer - Noise meter - Hammer - Brushes - Crowbar - Ladder - Timber - Nails - Cement - Wire mesh - Marking paints

Learning

unit

LU 1: Identify hazardous areas to be improved.

1

Learning Outcomes:

1. Select tools and materials 2. Inspect and identify physical feature of dangerous area 3. Mark and report on the hazardous areas

5 Hours


37 | P a g e

Crowbar Ladder Timber Nails Cement Wire mesh Marking paints Tape measure Level meter Pick Shovel Saw PPEs: - nose masks, - hearing Protection, - goggles, - helmets , - overalls, - protective footwear, - gloves

- Tape measure - Infrared

thermometer - Strings and ropes - PPEs

Formative Assessment1.1

Assessor may collect among the following evidences and make judgements on whether the



Written evidence

Oral evidence

Performance evidence

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task: Selecting tools and materials for hazardous area

identification


Proper selection of the tools and materials

38 | P a g e

Checklist Score

Yes No

Indicator :Tools, materials and equipment used to identify hazards are selected accordingly

Dust sampler

Noise meter

Hammer

Brushes

Crowbar

Ladder

Rock drill

Tape measure

Infrared thermometer

etc

Indicator :Tools, materials and equipment used to control hazards are selected accordingly

Hammer

Brushes

Crowbar

Ladder

Timber

Nails

Cement

Wire mesh

Marking paints

Tape measure

Level meter

Pick

Shovel

Saw

PPEs

Etc

Observation

39 | P a g e

Learning Outcome 1.2: Inspect and identify physical feature of dangerous area

Tools and equipment for inspection:

Adequate supply of tools and equipment for inspection

Appropriate PPE for inspection according to each job specification.

Work place examination for unsafe area

Environment condition Water Cracks Air Dust

o Presentation on checklists and work place examinations

o Observation of the working place

o Group discussion about qualities of a good working place

o Practical exercises of inspecting o On checklists and work place

examinations o Preparation of visual Aid

materials o Preparation of Video and audio

aids

- Reference books - Visual aids - Computer - internet - Module manuals - Steel bar - Dust sampler - Hammer - TV Screen





Written

Performance

Oral

Multiple choice True or false question Matching Ticking Sentence completion Expose (presentation) Task: Inspecting of the working place


Proper physical inspection of the working area


40 | P a g e

Checklist Score

Yes No

Indicator : Tools and equipment for inspection are identified and supplied accordingly

Tools and equipment for inspection are identified according to each job specification

PPEs for inspection are supplied according to each job specification

Indicator : Environment conditions are examined accordingly

Water

Cracks

Air

Dust

Observation

Learning Outcome 1.3: Mark and report on the hazardous areas

Introduction to tools and

equipment for marking

hazardous area:

Hammer Brushes Crowbar Ladder Timber Nails Barricade tap

(Warning sign) Cones

Use of tools and

equipment for marking

hazardous area

Reporting:

o Presentation on tools and equipment and reporting

o Group discussion on tools and equipment and reporting

o Practical exercises on marking and temporary supporting

o Preparation of visual Aid materials

o Preparation of video and audio materials

- Reference books - Visual aids - Computer - internet - Module manuals - Hammer - Brushes - Crowbar - Ladder - Timber - Nails - Barricade tap


41 | P a g e

Through the administrative hierarchy

Emergency reporting





Written

Performance

Oral

Multiple choice

True or false question

Matching

Ticking Sentence completion Expose (presentation) Task: marking hazardous areas and reporting

Checklist Score

Yes No

Indicator : Tools and equipment for marking hazardous area are introduced and used accordingly

Hammer

Brushes

Crowbar

Ladder

Timber

Nails

Barricade tap (Warning sign)

Cones

Indicator : Hazardous areas are reported according to the situation

Through the administrative hierarchy

Through Emergency reporting

Observation


Proper marking of hazardous area and proper reporting on the area of

weakness according to company procedure

42 | P a g e

Learning unit

LU 2 : Apply SHE practices.

2

Learning Outcomes:

1. Identify and follow applicable Occupational, Health, Safety and environmental (OHSE) requirements

2. Instruct workers to follow safety best practices and enforce health and safety regulations.

3. Establish and maintain communication with others in line with SHE requirements

4. Perform tasks in a safe manner and in line with SHE best practices 10 Hours

Learning Outcome 2.1: Identify and follow applicable Occupational, Health, Safety and

environmental (OHSE) requirements

Occupational and

organizational requirements:

Organizational policies

and procedures about

Manual handling

- shifting,

- lifting and

- carrying

Machine guarding Organizational and site

guidelines Own role and

responsibility Quality assurance

and continuous improvement processes and standards

Emergency and evacuation procedures

Ethical values Recording and reporting Equipment use,

maintenance and

o Research on OHS,

environmental, legislative and

Organizational requirements.

o Brainstorming on OHS,

environmental, legislative

requirements and

Organizational requirements.

o Group discussion on OHS,

environmental, Legislative and

organizational requirements

- PPEs - Reference books - Work sheet - Markers - Flip charts


43 | P a g e

storage

Healthy and Safety

requirement:

Personal protective

equipment and clothing

First Aid and Firefighting

equipment

Hazard and risk control

equipment

Psychological conditions

control mechanisms

Environment requirement:

Safe forest practices

Waste management: Disposal, Recycling and Re-use guidelines





Written evidence

Oral evidence

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task: identification of applicable Occupational Health, Safety

and Environmental (OHSE) requirements


Proper identification and application of Occupational Health, Safety and

Environmental (OHSE) requirements

44 | P a g e

Checklist Score

Yes No

Indicator : Occupational requirements are properly identified and followed

Organizational policies and procedures about

Manual handling

Machine guarding

Organizational and site guidelines

Own role and responsibility

Quality assurance and continuous improvement processes and standards

Emergency and evacuation procedures

Ethical values

Indicator: Health and safety requirements are properly identified and followed

Personal protective equipment and clothing

First Aid and Firefighting equipment

Hazard and risk control equipment

Psychological conditions control mechanisms

Indicator : Environment requirement are properly identified and followed

Safe forest practices

Waste management guidelines

Disposal,

Recycling and

Re-use guidelines

Observation

45 | P a g e

Learning Outcome 2.2: Instruct workers to follow safety best practices and enforce

health and safety regulations.

Appropriate SHE

standards, regulations

to be followed, and

tools and materials to

be used:

Use of PPEs

Use of inspection

checklist

o Observation about the need

of appropriate SHE

standards, regulations to be

followed, and tools and

materials to be used

o Group discussion on role of

appropriate SHE standards,

regulations to be followed,

and tools and materials to be

used


following appropriate SHE

standards, regulations, and

using appropriate tools and

materials

- PPEs - Reference books - Work sheet - Markers - Flip charts





Written evidence

Oral evidence

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task: Instructing SHE standards and regulations


Appropriate instruction to workers to follow safety best practices and to

enforce health and safety regulations.


46 | P a g e

Checklist Score

Yes No

Indicator : Workers are instructed to follow safety best practices, to enforce health and safety regulations

Use of PPEs Use of inspection checklist

Observation

Learning Outcome 2.3: Establish and maintain communication with others in line with

SHE requirements

Applying basics of effective communinication:

Types of effective communication with others in line with SHE requirements:

Verbal and Non-Verbal Communication

Formal and Informal Communication

Downward and Upward Communication

Categories of effective communication with others in line with SHE requirements:

Effective oral communication

o Group discussion about

communication with others in

line with SHE requirements.

o Role play about effective communication

o Practical exercises of

communication with others in line with SHE requirements

- Public Board notices

- Communication

devices/phones

- Safety signage


47 | P a g e

Effective written communication

Techniques of Effective Oral communication in line with SHE requirements: Active listening Constructive feedback Positive, confident and

cooperative language Appropriate language

and concepts to individually social and cultural differences

Appropriate questioning to clarify and confirm understanding

Effective control of tone of voice and body language

etc

Types of questions to be asked during a communication process Close-ended

questions Open-ended

questions

etc





Proper establishment and maintenance of communication with others in line

with SHE requirements.

48 | P a g e


Written evidence

Oral evidence

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task: Communicate with others in line with SHE

requirements

Checklist Score

Yes No

Indicator : Communication with others in line with SHE requirements is established and maintained through applying basics of workplace communication

Types of workplace effective communication

Verbal and Non-Verbal Communication

Formal and Informal Communication

Downward and Upward Communication

Categories of effective communication

Effective oral communication

Effective written communication

Techniques of effective oral communication

Active listening

Constructive feedback

Positive, confident and cooperative language

Appropriate language and concepts to individually social and cultural differences

Appropriate questioning to clarify and confirm understanding

Effective control of tone of voice and body language

etc

Types of questioning in oral communication

Close-ended questions

Open-ended questions

etc

Observation

49 | P a g e

Learning Outcome 2.4: Perform tasks in a safe manner and in line with SHE best practices

Environmental policy

content :

Compliance, improvement (where

required to reflect) and

prevention Continuous cycle of

planning, implementing, monitoring, reviewing and improving practices

and systems

o Group discussion on content of the environment policy

o Practical exercises on applying environment policy

- Registration documents

- Regulations

- Safety standards





Written evidence

Oral evidence

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task: Perform tasks in a safe manner and in line with SHE best

practices ( according to their specific trade)


Proper performance of tasks in a safe manner and in line with SHE best

practices


50 | P a g e

Checklist Score

Yes No

Indicator : Tasks are performed in a safe manner and in line with SHE best practices

Environmental policy content:

Compliance Improvement (where required to reflect) Prevention

Continuous cycle of

planning, implementing, monitoring, reviewing and improving practices and systems

Observation

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Learning unit

LU 3: Assess and control risks.

3

Learning Outcomes:

1. Analyze work practices and identify areas for improvement in relation to SHE issues and hazards

2. Detect, assess and report SHE issues and Hazards in the work area to appropriate personnel

3. Control hazard to make them less dangerous by looking at the most effective options.

10 Hours

Learning Outcome 3.1: Analyse work practices and identify areas for improvement in

relation to SHE issues and hazards

Applying Continuous Process Improvement

(CPI) concepts and tools: CPI “Musts” and

Principles:

Stop fixing and start improving

The best practices are the ones you already have

Changing behavior is more important than changing processes

If you aren’t failing, you aren’t trying

CPI Methods: Lean Six Sigma Theory of Constraints

o Small group discussion about Continuous Process Improvement (CPI) concepts and tools

o Individual work about CPI Methods

o Role play about application of CPI musts and principles

o Simulation about roles and responsibilities of CPI

- Role play scenario - Reference books - Online materials - Scholarly materials - Video record


https://daniellock.com/4-principles-of-continuous-improvement/#one

https://daniellock.com/4-principles-of-continuous-improvement/#one

https://daniellock.com/4-principles-of-continuous-improvement/#two

https://daniellock.com/4-principles-of-continuous-improvement/#two

https://daniellock.com/4-principles-of-continuous-improvement/#three



https://daniellock.com/4-principles-of-continuous-improvement/#four

https://daniellock.com/4-principles-of-continuous-improvement/#four

52 | P a g e

Business Process Reengineering





Written evidence

Oral evidence

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task: Analyze of work practices and processes to identify areas

for improvement in relation to SHE issues and hazards

Checklist Score

Yes No

Indicator: Work practices and processes are properly analyzed to identify areas for improvement in

relation to SHE issues and hazards

Analysis of Work practices and processes according CPI musts and principles

Analysis of Work practices and processes according CPI Methods

Observation


Proper analysis of work practices and processes to identify areas for

improvement in relation to SHE issues and hazards

53 | P a g e

Learning Outcome 3.2: Detect, assess and report SHE issues and Hazards in the work area

to appropriate personnel

Steps of Risk assessment tool Identify and Describe Risk Identify Triggers Estimate risk impact Estimate risk Likelihood Risk Matrix – Risk

Exposure Threshold Develop Risk Mitigation

Option

Principles for Effective Verbal Intervention

Remain calm. Isolate the individual. Watch your body

language. Keep it simple. Use reflective

questioning. Use silence. Watch your preverbal.

Elements of good quality risk

statement Event or condition,

Consequences on program

objectives, and

Cause

o Group work on observing possible risks

o Presentation about risks assessment findings

o Brainstorming on risks awareness

o Role play about effective verbal intervention

- Role play scenario - Reference books - Online materials - Scholarly materials





Proper detection and assessment of risk, and detailed report and

investigation of all incidents/ accidents.


54 | P a g e


Written evidence

Oral evidence

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task: Detecting and assessing risks, and detailed report and

investigating all

Checklist Score

Yes No

Indicator: Risks are properly detected, assessed and reported through

Steps of Risk assessment tool

Principles for Effective Verbal Intervention Elements of good quality risk statement

Observation

Learning Outcome 3.3: Control hazard to make them less dangerous by looking at the

most effective options.

Methods of Hazard control: prevention, handle, isolation, remove or use of PPE

Practical Problem Solving Model (PPSM):

Clarify & Validate the Problem Break Down the Problem/Identify

o Group discussion about control of hazards

o Practical exercises on Practical Problem Solving Model (PPSM)

o Brainstorming on control of hazards

Procedural manuals

Environmental policy

Reference books

Checklist

Papers

Pens

Internet


55 | P a g e

Performance Gaps Set Improvement Targets Determine Root Causes Develop Countermeasures See Countermeasures Through Confirm Results & Process Standardize Successful Processes





Written evidence

Oral evidence

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task: Control of hazard options in working area

Checklist Score

Yes No

Indicator: Hazards are properly controlled to make them less dangerous by looking at

the most effective options through:

Application of methods of Hazard control

Practical Problem Solving Model (PPSM)

Observation


Proper control of hazard to make them less dangerous by looking at the most

effective options.

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Learning unit

LU 4: Awareness of SHE in working place.

4

Learning Outcomes:

1. Implement environmental procedures 2. Provide training to workers on SHE and operational control 3. Inspect the working area and remedial action to be taken to

minimize or eliminate hazards.

5 Hours

Learning Outcome 4.1: Implement environmental procedures

Definitions Environmentally sustainable work practices

Environmental Sustainability Strategies Recycling Strategy Waste Reduction

Paper Reduction Photocopiers,

Printers, Faxes & Office Equipment

Travel & Meetings Energy Efficiency &

Conservation Lights Computers and

monitors Air Conditioning

Workers & Business

o Brainstorming on

Environmental goals

o Research on Environmental

goals

o Group discussion

Environmental Sustainability

Strategies

- Procedural manuals - Organizational policies

and procedures - Environmental policy


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Partner Awareness





Written evidence

Oral evidence

Performance

Multiple choice


Matching

Sentence completion

Ticking

Expose (presentation)

Task: Implementing environmental procedures

Checklist Score

Yes No

Indicator: Environmental procedures are Properly implemented through:

Environmentally sustainable work practices definition

Environmental Sustainability Strategies

Observation


Proper implementation of environmental procedures

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Learning Outcome 4.2: Provide training to workers on SHE and operational control

Design of OH&S package for training:

Program awareness Specific roles in the safety and

health program Hazard identification and

controls skills

Use of best methods in crosscutting issues training On the job training

Off the job training

Apprenticeship Training

Vestibule or Training Center

Training

Training Via Internship

o Brainstorming on types

of trainings

o Group discussion of best

methods of training

o Preparation SHE package

to deliver

- Fire extinguisher - First aid kit - Fire triangle - Personal protective

equipment and clothing

- Safety equipment - First aid equipment - Procedural manuals - Organisational policies

and procedures - Environmental policy





Written evidence

Oral evidence

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task: Training on operating tools and equipment In line with SHE

requirements


Adequate training of workers to operate tools and equipments


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Checklist Score

Yes No

Indicator: Workers are adequately trained to operate tools and equipments through:

Design of OH&S package for training

Use of best methods in crosscutting issues training

Observation

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Learning Outcome 4.3: Inspect the working area and remedial action to be taken to

minimize or eliminate hazards.

Environmental Impacts awareness: Soil degradation Erosion Leaching Climate change Air, soil, water pollution Land sliding

Remedial actions: Workplace waste management

systems Emissions control of greenhouse

gases Use of non-renewable resources

control Chemical use control Supply chain management

o Research on environmental

impact

o Group discussion on work

sustainability

o Brainstorming on measures

for sustainability

- Environmental policy

- Procedural manuals

- Organisational policies and procedures





Written evidence

Oral evidence

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task: Training on operating tools and equipment In line with SHE

requirements


Proactive inspection of the working area and appropriate remedial action to

be taken to minimize or eliminate hazards.


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Checklist Score

Yes No

Indicator: Proactive inspection and appropriate remedial action are taken to minimize or eliminate hazards

Environmental Impacts awareness Remedial actions

Observation

References:

1. International Organization for Standardization (ISO), ISO 31000:2009, Risk management—

Principles and guidelines, Switzerland, 2009

2. The Green Workplace: Sustainable Strategies that Leigh Benefit Employees, the Environment

and the Bottom Line, Stringer 2009. New York

3. Occupational Risk Control : Predicting and Preventing the Unwanted by Viner, Derek , ISBN: 9781472419712, Publication Date: 2015

4. OSHA General Industry regulations Book, 29 CFR 1910 Paperback- July1,2014 y MANCOMM Inc. (Author, Editor)

5. OH&S : a management guide by Richard Archer, Kerry Borthwick, Susanne Tepe. Publication Date: 2009

6. Safety Management a Comprehensive Approach To developing A Sustainable System, Chitram Lutchman, 2012, Taylor & Francis Group,NY

7. Environmental Sustainability in the Work Place. (2018, Feb 04). Retrieved from

https://paperap.com/paper-on-environmental-sustainability-in-the-work-place/

http://www.ecu.eblib.com/patron/FullRecord.aspx?p=2004776

https://ecu.on.worldcat.org/oclc/271786642?databaseList=638

https://paperap.com/paper-on-environmental-sustainability-in-the-work-place/

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Competence

C C M E N 4 0 1 - INTERMEDIATE WORKPLACE ENGLISH

CCMEN401 Use intermediate English at the workplace


Credits: 3 30

Sector: All

Sub-sector: All

Issue date: January, 2017

Purpose statement

This module describes the skills, knowledge and attitudes to be acquired for the trainee’s. The trainee will be able to present personal ideas and opinions, discuss selected topics of interest, build a convincing argument to support or refute an opinion, support or refute an idea in a debate/discussion, use proper terminology to report facts, describe, explanation and stating facts , use tenses Accurately, write structured factual, descriptive, and explanatory texts on a range of topics, produce correspondence texts stating, describe facts in the workplace, produce small scale-reports on trade-related issues, read medium texts on general and trade-related topics, identify different reading techniques, select and apply reading techniques to different texts, draw inferences from medium-length texts ,Identify listening strategies, select appropriate listening strategy depending on the listening

63 | P a g e

purpose, Apply listening strategies while listening to audio messages, Use nonverbal clues to detect messages implied by the speaker.


Not applicable







1. Write factual, descriptive, and

explanatory texts

1.1 Effective use of proper terminology to report facts 1.2 Correct use of tenses to describe, explain and state

facts accurately 1.3 Clear distinction of factual, description and

explanatory paragraphs 1.4 Appropriate writing of well-structured factual,

descriptive, and explanatory texts on a range of topics

1.5 Production of correspondence texts (letters, emails) stating, explaining, or describing facts at the workplace

1.6 Production of small-scale reports on trade-related issues (field visits, industrial attachments)

2. Apply a range of listening strategies

to understand predictable

messages

2.1 Accurate identification of different listening strategies

2.2 Proper selection of a listening strategy depending on the listening purpose

2.3 Active application of listening strategies while listening to audio messages

2.4 Adequate use of non-verbal clues (intonation, tone, body movement) to detect messages implied by the speaker

3. Discuss general and trade-related

topics

3.1 Presentations of personal ideas and opinions during discussions selected topics of interest

3.2 Proper detection and avoidance of argumentation fallacies in debates and discussions

3.3 Proper use of functional language to support of refute ideas in a debate or discussion

3.4 Convincing building of arguments to support or

64 | P a g e

refute an opinion (elements and types of an argument


4. Read medium texts on general and

trade-related topics

4.1 Accurate identification of different reading techniques (skimming, scanning, extensive reading, critical reading)

4.2 Proper selection of a reading technique depending on the reading purpose and material

4.3 Active application of reading techniques while reading different texts messages

4.4 Demonstration of the ability to understand the inferences made in a range of medium length texts

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Learning unit

LU 1:Write factual, descriptive, and explanatory texts.

1

Learning Outcomes:

1. Use proper terminology to report facts 2. Describe, explain and state facts using tenses accurately 3. Distinguish factual, description and explanatory paragraphs 4. Write well-structured factual, descriptive, and explanatory texts on a

range of topics 5. Production of correspondence texts (letters, emails) stating,

explaining, or describing facts at the workplace 6. Produce small-scale reports on trade-related issues (field visits,

industrial attachments)

10 Hours

Learning Outcome 1.1:Use proper terminology to report facts

Expressing facts

Expressions used in

outlining facts

The fact is that…

The (main) point is

that …

This proves that …

What it comes down to

is that …

It is obvious that …

It is certain that …

One can say that …

It is clear that…

There is no doubt that …

Comparing and reporting facts

Using comparatives and

superlatives

Quantifiers and modifiers

o Group discussions

o Dialogues

o Role plays

o Short presentations

o Practical writing exercises

o Modelling

Projector

Computer

Flipcharts

Markers

Scenarios

Trainee

manuals

Stationeries

Lesson plans

Reference

books

Written

speeches

Newspaper

reports


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Written evidence


Presentations

Sentence completion

Matching

Writing practice

Task: Using comparatives and superlatives, report key information

facts at your workplace.

Checklist Score

Yes No

Indicator : Expressions are well used in outlining facts

The fact is that…

The (main) point is that …

This proves that …

What it comes down to is that …

It is obvious that …

It is certain that …

One can say that …

It is clear that…

There is no doubt

Indicator : Comparing and reporting facts are well used

Using comparatives and superlatives

Quantifiers and modifiers

Observation


Use proper terminology to report facts

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Learning Outcome 1.2: Describe, explain and state facts using tenses accurately

Using present tenses to

describe, explain and

state present facts

Using past tenses to

describe, explain and

state past facts

o Dialogues

o Storytelling


o Practical writing exercises

o Modelling

o Brainstorming

o Vocabulary Games

Audiovisual materials

Projector

Computer

Flipcharts

Markers

Lesson plans

Recordings

Reference books

Photos or pictures

Written speeches

Newspaper reports





Written

Performance

Writing practice

Discussions

Matching

Task: Describe present facts about your career using appropriate

tenses


Describe, explain and state facts using tenses accurately


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Checklist Score

Yes No

Indicator : Tenses are well used to describe , to explain and state facts

Present tenses

Past tenses

Observation

Learning Outcome 1.3: Distinguish factual, description and explanatory paragraphs

Factual paragraph Title Introduction Describe in detail Additional info conclusion

Descriptive paragraph Sensory details Precise language Dominant impression Careful organization

Explanatory paragraph Organization Transitions Evidences and examples conclusion

o Group discussions

o Brainstorming

o Group works

-





Distinguish factual, description and explanatory paragraphs


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Written

Performance

Writing practice

Discussions

Matching

True or false questions

Task: Classify the paragraphs given to you by the teacher according

to their types

Checklist Score

Yes No

Indicator: Paragraphs are well classified and distinguished

Factual paragraphs

Descriptive paragraphs

Explanatory paragraphs

Observation

Learning Outcome 1.4: Write well-structured factual, descriptive, and explanatory texts on

a range of topics

Sentence structure

Compound sentences

Coordinative

conjunction

Complex sentences

Main clauses

Subordinate clause

Subordinate

conjunctions

Compound complex

sentences

Structure of narrative,

o Group works

o Pair work

o Jumbled paragraphs

o Gap-fill

Audiovisual

materials

Projector

Computer

Flipcharts

Markers

Lesson plans

Recordings

Reference books

Photos or pictures


70 | P a g e

argumentative, descriptive,

and explanatory texts

Present and past tenses





Written

Performance

Matching

Writing practice Presentation Task: Write a short essay describing your career dreams

Checklist Score

Yes No

Indictor: An eassy is well written

Text is well structured

Types of texts is identified

Tense is well used

Observation

Learning Outcome 1.5: Production of correspondence texts (letters, emails) stating,

explaining, or describing facts at the workplace



Write well-structured factual, descriptive, and explanatory texts on a

range of topics

71 | P a g e

Introduction to business

letters

Parts of a business letter

Introduction to email

correspondence

Parts of an email

Strategies for writing a

good email

o Pair work

o Jumbled paragraphs

o Gap-fill

o Peer feedback

o Practical exercises on email

writing


business letters

Audiovisual

materials

Projector

Computer

Flipcharts

Markers

Lesson plans

Recordings

Reference books

Photos or pictures

Letter samples





Written

Performance

Writing practice Task: Compose an email outlining some of the challenges you

face at work.

Checklist Score

Yes No

Indicator: Parts of an email

Recipient's Address

Cc and Bcc

Subject Line

Body

Sender’s address

Send

Indicator :Parts of letters are well placed and recognized

The heading


Produce correspondence texts (letters, emails) stating, explaining, or

describing facts at the workplace

72 | P a g e

Addresses are well placed

The salutation

The body

The complimentary close

The signature

Observation

Learning Outcome 1.6: Produce small-scale reports on trade-related issues (field visits,


Writing small-scale reports

Structure of a formal

report

Layout

Introduction

Body

Conclusion

o Report Writing practice

o Peer feedback

o Group work

Audiovisual

materials

Projector

Computer

Flipcharts

Markers

Lesson plans

Reference books

Sample reports





Written

Performance

Writing practice

Presentation Task: Produce a short report on your recent field visit


Produce small-scale reports on trade-related issues (field visits,



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Checklist Score

Yes No

Indicator : Formal reports is well structured

Layout

Introduction

Body

Conclusion

Language is well used

Observation

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Learning unit

LU 2:Apply a range of listening strategies to understand predictable messages.

2

Learning Outcomes:

1. Identify different listening strategies 2. Select appropriate listening strategy depending on the listening

purpose 3. Apply listening strategies while listening to audio messages 4. Use non-verbal clues to detect messages implied by the speaker

7 Hours

Learning Outcome 2.1:Identify different listening strategies

Listening strategies

Listening for details

listening for the gist

note taking

Active listening and

response

Listening for specific

information

predicting

drawing inferences

summarizing

recognizing cognates

recognizing word-

order patterns

o Dialogues

o Role plays


o Modelling and drilling

o Listening to TV shows

o Listening to radio programs


Projector

Computer

Flipcharts

Markers

Lesson plans

Recordings

Reference books

Written speeches

Newspaper reports

Scenarios



Identify different listening strategies


75 | P a g e




Written evidence

Oral evidence

Performance

Discussions

Presentations

Multiple choice

Listening practice Task: List and explain at least three listening strategies.

Checklist Score

Yes No

Indicator :Listening strategies are explained

Listening for details


note taking

Active listening and response

Listening for specific information

Summarizing

predicting

drawing inferences


recognizing word-order patterns

Observation

Learning Outcome 2.2: Select appropriate listening strategy depending on the listening

purpose

Refer to Learning Outcome

2.1

Refer to Learning Outcome 2.1 Refer to Learning Outcome

2.1


76 | P a g e





Written evidence

Oral evidence

Performance

Discussions

Presentations

Multiple choice

Listening practice Task: Which listening strategy would you use to get the main

idea of a recording?

Checklist Score

Yes No

Indicator : Listening strategies are well selected Listening for details


note taking

Active listening and response

Listening for specific information

Summarizing

predicting

drawing inferences


recognizing word-order patterns

Observation


Select appropriate listening strategy depending on the listening purpose

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Learning Outcome 2.3: Apply listening strategies while listening to audio messages

Refer to Learning Outcome

2.1

Refer to Learning Outcome 2.1 Refer to Learning Outcome

2.1





Written evidence

Oral evidence

Performance

Discussions

Multiple choice

Listening practice Task: listen to the audio and find out the main idea and answer

question of comprehension on it

Checklist Score

Yes No

Indicator : The audio is well interpreted Main points are given

Questions of comprehension are answered

The message from the audio is clear and focus on the topic

Observation


Apply listening strategies while listening to audio messages


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Learning Outcome 2.4: Use non-verbal clues to detect messages implied by the speaker

Understanding non-verbal

clues

Voice clues Intonation Voice tone

Body movement facial expressions gestures

o role play o video watching o note taking o modelling o drilling

video materials

posters/banners

wallpapers

audiovisual materials

Projector

Flipcharts

Markers

Lesson plans

Recordings

Reference books

Scenarios

Trainee manuals





Written evidence

Oral evidence

Performance

Multiple choice Discussions

Audio-visual practice Task: Watch a video shown by the teacher and say what the

speaker’s gestures mean.


Use non-verbal clues to detect messages implied by the speaker


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Checklist Score

Yes No

Indicator : Non -verbal clues are used to detect the message implied by the speaker Voice clues

Body movement

Message is fully detected

Observation

.

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Learning unit

LU 3:Discuss general and trade-related topics.

3

Learning Outcomes:

1. Present personal ideas and opinions during discussions on selected topics of interest

2. Use functional language to support or refute ideas in a debate or discussion

3. Detect and avoid argumentation fallacies in debates and discussions 4. Build convincing arguments to support or refute an opinion 7 Hours

Learning Outcome 3.1:Present personal ideas and opinions during discussions on

selected topics of interest

Expressing opinion in English

Agreeing with an opinion

Full agreement with an

opinion

Partial agreement with

an opinion

Disagreeing with an opinion

Forms of disagreement

When to disagree

Disagreeing politely

Using functional language in

argument building

Persuasion

Asking questions

Cause and effect

Summarizing ideas to be

refuted

Sequencing ideas

Predicting ideas

o Dialogues o Role plays o Modelling o Group discussions o Debates o Mock speeches


Projector

Computer

Flipcharts

Markers

Lesson plans

Recordings

Reference books

Written speeches

Newspaper reports

Scenarios

Trainee manual


81 | P a g e





Oral evidence

Performance

Presentation practice

Writing practice

Discussions Task: Prepare a short presentation on a topic of interest and

share it with your class.

Checklist Score

Yes No

Indicator : Ideas and opinions are well presented during discussions

Agreeing with an opinion

Disagreeing with an opinion

Indicator : Functional language in argument building are well used

Persuasion

Asking questions

Cause and effect

Summarizing ideas to be refuted

Sequencing ideas

Predicting ideas

Observation


Present personal ideas and opinions during discussions on selected topics of

interest

82 | P a g e

Learning Outcome 3.2: Use functional language to support or refute ideas in a debate or

discussion

Refer to Learning Outcome 3.1 Refer to Learning Outcome 3.1 Refer to Learning Outcome

3.1





Oral evidence

Performance

Discussions Presentations Task: Following instructions given by your teacher, use

functional language in supporting or refuting ideas in a group discussion

Checklist Score

Yes No

Indicator : Functional language in supporting or refuting ideas in a group discussion are well used Persuasion Asking questions Cause and effect Summarizing ideas to be refuted Sequencing ideas Predicting ideas

Observation


Use functional language to support of refute ideas in a debate or

discussion


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Learning Outcome 3.3: Detect and avoid argumentation fallacies in debates and discussions

Dealing with argumentation fallacies Types of Fallacies

Formal Fallacies

Propositional fallacies

Quantification fallacies

Formal syllogistic fallacies

Informal Fallacies

Faulty generalizations

Red herring fallacies Conditional fallacies

Responding to fallacies

o Dialogues

o Role plays

o Modelling and drilling

video materials

posters/banners

wallpapers


Projector

Computer

Flipcharts

Markers

Lesson plans

Recordings

Reference books





Written evidence

Oral evidence

Performance

Multiple choice Discussions Listening practice Note taking Presentation Task: Listen to the recording played to you by the teacher and

tell which argumentation fallacies the speaker is using then respond to them.


Detect and avoid argumentation fallacies in debates and discussions


https://en.wikipedia.org/wiki/List_of_fallacies#Propositional_fallacies

https://en.wikipedia.org/wiki/List_of_fallacies#Quantification_fallacies

https://en.wikipedia.org/wiki/List_of_fallacies#Formal_syllogistic_fallacies

https://en.wikipedia.org/wiki/List_of_fallacies#Formal_syllogistic_fallacies

https://en.wikipedia.org/wiki/List_of_fallacies#Faulty_generalizations

https://en.wikipedia.org/wiki/List_of_fallacies#Red_herring_fallacies

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Checklist Score

Yes No

Indicator: Argumentation fallacies are well identified and respond to them during listening Formal Fallacies

Informal Fallacies

Observation

Learning Outcome 3.4: Build convincing arguments to support or refute an opinion

Building a convincing argument Definition of an argument Elements of an argument

Claims Counterclaims Reasons Evidence

Types of arguments Deductive Argument Inductive Argument Abductive

o Debates

o Group discussions

o Brainstorming

o Presentations

o Mock speeches

video materials

posters/banners

wallpapers


Projector

Flipcharts

Lesson plans

Recordings

Reference books

Speech samples





Build convincing arguments to support or refute an opinion


85 | P a g e


Written evidence

Oral evidence

Performance

Discussions Writing practice Presentation Task: After drafting your argument on the role of TVET on

Rwanda’s development, indicate all the elements of an argument in it.

Checklist Score

Yes No

Indicator : Elements of an arguments are indicated Claims

Counterclaims

Reasons

Evidence

Indicator : Types of arguments are considered

Deductive Argument

Inductive Argument

Abductive

Observation

.

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Learning unit

LU 4:Read medium texts on general and trade-related topics.

4

Learning Outcomes:

1. Identify different reading techniques

2. Select a reading technique depending on the reading purpose

and material

3. Apply reading techniques while reading different texts

4. Demonstrate ability to understand the inferences made in a

range of medium length texts

6 Hours

Learning Outcome 4.1:Identify different reading techniques

Reading techniques

Skimming

Scanning

Deep reading

Critical reading

o Practical exercises

o Debating texts read

o Presentations on texts

read

o Group discussions

Projector

Computer

Flipcharts

Markers

Lesson plans

Reference books

Written speeches

Newspaper reports

Reading materials





Identify different reading techniques


87 | P a g e


Written evidence

Performance

Reading practice

Multiple choice

True and false questions

Presentations Task: Differentiate reading techniques

Checklist Score

Yes No

Indicator: Reading techniques are differentiated

Skimming

Scanning

Deep reading

Critical reading

Observation

Learning Outcome 4.2: Select a reading technique depending on the reading purpose and

material

Refer to Learning Outcome 4.1 Refer to Learning Outcome 4.1 Refer to Learning

Outcome 4.1



Adequate training of workers to operate tools and equipment


88 | P a g e




Written evidence

Performance

Reading practice

Multiple choice

True and false questions

Presentations Task: Select an appropriate reading strategy based on the

reading task given to you by the teacher.

Checklist Score

Yes No

Indicator: Selection of reading strategy is understood due to its purpose Skimming

Scanning

Deep reading

Critical reading

Observation

Learning Outcome 4.3: Apply reading techniques while reading different texts

Applying reading techniques to

texts

General texts

Trade-related texts


o Debating texts read

o Presentations on texts

read

Projector

Computer

Flipcharts

Markers

Lesson plans

Reference books


89 | P a g e

o Group discussions Written speeches

Newspaper

reports

Reading materials

Reference books





Written evidence

Performance

Reading practice

Presentations Task: Read a text and apply reading strategy based on the task

given to you by the teacher.

Checklist Score

Yes No

Indicator : Reading strategies are applied according to the purpose Look only for a specific fact or piece of information without reading everything

(scanning)

Looking only for the general or main ideas (skimming)

Read a text thoroughly to understand and remember what you’ve read (deep

reading)

Involves analysis, interpretation, and evaluation. (Critical reading)

Observation


Apply reading techniques while reading different texts

90 | P a g e

Learning Outcome 4.4: Demonstrate ability to understand the inferences made in a range

of medium length texts

Refer to Learning Outcome 4.3 Refer to Learning Outcome 4.3 Refer to Learning Outcome 4.3





Written evidence

Performance

Reading practice

Presentations Task: Read the text given by the teacher and identify what the

writer implies. How did you come up with such inferences?

Checklist Score

Yes No

Inferences are developed

Inferences are justified

Observation


Demonstrate ability to understand the inferences made in a range of medium

length texts


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References:

1. http://www.howtolearn.com/2013/02/skimming-and-scanning-two-important-strategies-for-

speeding-up-your-reading/

2. Wheeler, Dr.L.Kip. “Critical Reading of an Essay’s Argument.” Dr. Wheeler’s Website. 12 Oct.

2004.

3. A. Garr Cranney and William E. McKellJournal of Reading Vol. 27, No. 1 (Oct., 1983),

4. Day, R.R., &Bamford, J. (1998). Extensive Reading in the Second Language Classroom.

Cambridge: Cambridge University Press.

5. Clay, M. (1993). Reading Recovery: a Guidebook for Teachers in Training. New Zealand:

Heinemann Education.

6. Charles Wilbanks. Values and Policies in Controversy: An Introduction to Argumentation and

Debate. Scottsdale, AZ: GorsuchScarisbrick, 1986.

7. Solt, Roger. “Negative Fiat: Resolving the Ambiguities of Should.” Argumentation and Advocacy

25 (Winter 1989): 121–139.

8. Miller, C. (1994). The empowered communicator: Keys to unlocking an audience. Nashville:

Broadman& Holman Publishers

9. Pease, A., & Pease, B. (2006). The definitive book of body language. New York: Bantam Books.

10. Brownell, J. (1996). Listening: Attitudes, principles, and skills. Boston: Allyn and Bacon.

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Competence

C C M F T 4 0 1 - APPLICATION DES ELEMENTS DE LA LANGUE FRANCAISE

CCMFT401 Communiquer en appliquant les elements de la langue francaise

Niveau: 4 Heures d’apprentissage

Credits: 3 30

Section: Toutes

Option: Toutes

Date d'élaboration: Décembre, 2016

But visé

Ce module décrit l’application des éléments de la langue aux domaines techniques. A la fin de

ce module, l’apprenant sera capable de lire les différents textes techniques devant le public,

rédiger des textes simples et autres écrits techniques, appliquer certains éléments de la

littérature en rapport avec le métier, utiliser les expressions usuelles de la langue française tels

que jeux de rôles, devinettes, humours, proverbes et dictons et rédiger des lettres en rapport

avec le métier.

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Prérequis pour le nouvel apprentissage

Non appliqué

Elements de compétence et les Critères de performance

Les unités d’apprentissage décrivent les résultats essentiels d’une compétence

A la fin de ce module, l’apprenant sera capable de:

Elements de competence Critères de performance

1. Lire les différents textes techniques

devant le public.

1.1. Lecture correcte du texte en prose respectant la

ponctuation, la liaison et les accents ;

1.2. Application correcte des règles d’intonation et

d’accentuation dans un texte donné

1.3. Déclamation rythmée d’un poème sur le métier

2. Rédiger des textes simples et autres

écrits techniques.

2.1. Composition propre d’un texte sur le thème du

règlement intérieur du centre de

formation

2.2. Description précise des traits caractéristiques de son

métier

2.3. Exposition méthodique de son expérience personnelle

dans le métier

3. Appliquer certains éléments de la

littérature en rapport avec le métier.

3.1. Interprétation adéquate de jeux de rôle sur le métier

3.2. Interprétation adéquate de chansons sur le métier

3.3. Exploitation correcte du vocabulaire technique d’un

texte sur les transports des

matériels et produits de son métier

4. Utiliser les expressions usuelles de la

langue française jeux de rôles,

devinettes, humours liés au métier

4.1. Utilisation correcte des proverbes et des dictons de la

langue française en rapport avec le métier

4.2. Interprétation correcte des devinettes en rapport avec

le métier

4.3. Utilisation correcte des locutions et des maximes de la

langue française en rapport avec le métier

5. Rédiger les lettres en rapport avec le

métier.

5.1. Adaptation correcte des formules aux destinataires

5.2. Application correcte des formules de politesse

5.3. Structuration appropriée d’un écrit épistolaire

5.4. Organisation correcte de la mise en page d’une lettre

et le curriculum vitae

94 | P a g e

Unité

d’apprentissage

LU 1:Lire les différents textes techniques devant le public

1

Résultats d’apprentissage:

1. Lire le texte en prose respectant la ponctuation, la liaison et les accents.

2. Appliquer des règles d’intonation et d’accentuation dans un texte donné.

3. Déclamer un poème sur le métier. 6 Heures

Résultats d’apprentissage 1.1:Lire le texte en prose respectant la ponctuation, la liaison et les accents.

Lecture du texte en

prose

Ponctuation

Liaison

Accents

o Lire un texte en respectant la

ponctuation, la liaison et les accents.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disk

Matériels tactiles

Evaluation Formative 1.1

Evaluateur peut collecter et analyser des preuves afin de déterminer si et à quel degré lecritere de

performance à observer atteint ou a atteint le résultat escompté

Critère de performance

Lecture correcte du texte en prose respectant la ponctuation, la liaison

et les accents.

Ressources Activités d’Apprentissage Contenus

95 | P a g e

Types de preuves Instruments d’evaluation du portfolio

Preuves écrites

Preuves orales

Dictée

Texte écrit

Lire le paragraphe donné

Liste de contrôle Résultat

Oui Non

Indicateur : Lecture d’un texte en respectant :

La ponctuation

La liaison

Les accents

Observations

Résultats d’apprentissage 1.2:Appliquer des règles d’intonation et d’accentuation dans

un texte donné..

Règles d’intonation.

Règles d’accentuation.

o Lire un texte en appliquant les règles

d’intonation et d’accentuation.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disk

Matériels tactiles


96 | P a g e



performance à observer atteint ou a atteint le résultat escompté.

Types de preuves Instruments d’evaluation du portfolio

Preuves écrites

Preuves orales

Dictée. Texte écrit. Lire le paragraphe donné


Oui Non

Indicateur : Lecture d’un texte en appliquant les règles:

D’intonation

D’accentuation

Observations

Résultats d’apprentissage 1.3:Déclamer un poème sur le métier.

Rythmée d’un poème

Liaison

Pause

Ponctuation

o Déclamer un poème en respectant le rythme en particulier la liaison, la pause et la ponctuation.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et tableaux

feutres



Application correcte des règles d’intonation et d’accentuation dans un

texte donné.

97 | P a g e

- Projecteurs

- Matériels tactiles




Types de preuves Outils d’evaluation Portfolio

Preuves écrites

Preuves orales

Poème écrit Déclamation d’un poème


Oui Non

Indicateur : Déclamation d’un poème en respectant le rythme, en particulier :

La liaison

La pause

La ponctuation

Observations


Déclamation rythmée d’un poème sur le métier

98 | P a g e

Unité

d’apprentissage

LU 2:Rédiger des textes simples et autres écrits techniques.

2


1. Composer un texte sur le thème du règlement intérieur du centre de formation.

2. Décrire les traits caractéristiques de son métier. 3. Exposer de son expérience personnelle dans le métier.

6 Heures

Résultats d’apprentissage 2.1:Composer un texte sur le thème du règlement intérieur

ducentre de formation.

Composition d’un texte

sur le règlement

intérieur du centre de

formation :

L’introduction

Le corps

La Conclusion

o Composer un texte en respectant les

parties d’un texte.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disk

Matériels tactiles





Précision nette de sa réponse relative au texte.


99 | P a g e


Preuves ecrites

Preuves orales

Rédiger un texte Présentation du texte.


Oui Non

Indicateur: Composition d’un texte en dégageant:

L’introduction

Le corps

La Conclusion

Composition d’un texte en décrivant au moins 3 caractéristiques de son métier.

Observations

Résultats d’apprentissage 2.2:Décrire les traits caractéristiques de son métier

Traits caractéristiques

de son métier :

L’introduction

Le corps

La Conclusion

o Composer un texte sur les caractéristiques de son métier.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disk

Matériels tactiles


100 | P a g e





Preuves écrites

Preuves orales

Rédiger un texte. Présentation du texte.


Oui Non

Indicateur : Composition d’un texte en dégageant :

L’introduction

Le corps

La conclusion

Composition d’un texte en décrivant au moins 3 caractéristiques de son métier.

Observations

Résultats d’apprentissage 2.3:Exposer de son expérience personnelle dans le métier

Son expérience

personnelle dans le

métier.

o Composer et exposer un texte sur son

expérience dans le métier.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et



Précision nette de sa réponse relative au texte.

101 | P a g e

tableaux feutres

- Projecteurs

- Flash Disk






Preuves ecrites

Preuves orales

Rédiger un texte et l’exposer Présentation du texte.


Oui Non

Indicateur : Composition et exposition d’un texte décrivant son expérience :

Professionnelle

Economique

Socio-culturelle dans le métier

Observations


Articulation convenable tenant compte de la ponctuation.

102 | P a g e

Résultats d’apprentissage 3.1: Interpréter les jeux de rôle sur le métier

Jeux de rôle sur le métier

Scènes

Humour

o Interpréter un jeu de rôle

humoristique sur le métier.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disk

Matériels

tactiles


Unité

d’apprentissage

LU 3:Appliquer certains éléments de la littérature en rapport avec son métier

3


1. Interpréter les jeux de rôle sur le métier. 2. Interpréter les chansons sur le métier. 3. Exploiter le vocabulaire technique d’un texte sur les transports

des matériels et produits de son métier.

6 Heures


Production effective d’avis personnels dans son argumentation devant

l’auditoire.


103 | P a g e




Preuves écrites

Preuves orales

Rédiger un texte du jeu de rôle. Préparer par écrit les arguments à exposer.


Oui Non

Indicateur : Interprétation d’ un jeu de rôles humoristique sur le métier en réalisant l’humour et le comique par :

Les mots

Les gestes

Les répétitions

Les situations

Observations

Résultats d’apprentissage 3.2:Interpréter les chansons sur le métier.

Chansons sur le métier

Scènes

Les mots

Les gestes

Les répétitions

o Interpréter des chansons sur le métier. - Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disk

Matériels tactiles


104 | P a g e





Preuves écrites

Preuves orales

Rédiger une chanson du jeu de rôle. Présentation du chanson.


Oui Non

Indicateur : Interprétation d’ un jeu de rôles humoristique sur le métier en réalisant l’humour et le comique par :

Les mots

Les gestes

Les répétitions

Les situations

Observations

Résultats d’apprentissage 3.3:Exploiter le vocabulaire technique d’un texte sur les

transports des matériels et produits de son métier.

Vocabulaire technique

d’un texte

Transports des

matériels de son

o Identifier et définir le vocabulaire technique à travers un texte sur le métier.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies



Appliquer certains éléments de la littérature en rapport avec son métier.

105 | P a g e

métier

Transports des

produits de son métier

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disk

Matériels tactiles





Preuves écrites

Preuves orales

Texte écrit. Présentation du texte.


Oui Non

Indicateur: Application correcte de vocabulaire technique à travers un texte sur le métier :

Vocabulaire technique d’un texte :

Transports des matériels de son métier

Transports des produits de son métier

Observations


Application correcte de vocabulaire technique à travers un texte sur le métier.

106 | P a g e

Unité

d’apprentissage

LU 4:Utiliser les expressions usuelles de la langue française.

4


1. Utiliser des proverbes et des dictons de la langue française en rapport avec le métier.

2. Interpréter des devinettes en rapport avec le métier. 3. Utiliser des locutions et des maximes de la langue française en

rapport avec le métier. 6 Heures

Résultats d’apprentissage 4.1 : Utiliser des proverbes et des dictons de la langue

française en rapport avec le métier.

Proverbes de la langue

française liés au

métier ;

Dictons de la langue

française liés au métier.

o Insérer les expressions usuelles liées au

métier dans son discours.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disk

Matériels tactiles



Utiliser les expressions usuelles de la langue en rapport avec le métier.


107 | P a g e




Preuves écrites

Preuves orales

Rédiger un texte et l’exposer. Présentation du texte avec des expressions usuelles


Oui Non

Indicateur:Insertion d’expressions usuelles liées au métier :

3 Proverbes

3 Dictons

Idiomes

Observations

Résultats d’apprentissage 4.2 Interpréter des devinettes en rapport avec le métier

Devinettes liées au

métier.

o Répondre aux devinettes liées au métier.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs



108 | P a g e





Preuves écrites

Preuves orales

Rédiger un texte de jeu de rôle. Présentation des devinettes.


Oui Non

Indicateur : Analyser des Devinettes liées au métier

Déchiffrement de 5 devinettes liées au métier

Observations

Résultats d’apprentissage 4.3 Utiliser des locutions et des maximes de la langue

française en rapport avec le métier

Locutions de la langue

française liées au

métier.

Maximes de la langue

française liées au

métier.

o Interpréter un jeu de rôle en utilisant

des locutions et maximes de la langue

française en rapport métier.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs




Répondre aux devinettes liées au métier

109 | P a g e





Preuves ecrites

Preuves orales

Rédiger un texte de jeu de rôle.

Présentation de jeu de rôle.


Oui Non

Indicateur : Production effective des messages personnels liés à son métier

Interprétation d’un jeu de rôles en utilisant :

2 locutions ὰ rapport avec le métier

Maximes de la langue française liées au métier

Observations


Production effective des messages personnels liés à son métier.

110 | P a g e

Unité d’apprentissage

LU 5:Exécuter les accords

5

Résultats d’apprentissage

1. Adaptation correcte des formules aux destinataires. 2. Application correcte des formules de politesse. 3. Structurer d’un écrit épistolaire. 4. Organiser la mise en page d’une lettre et le curriculum vitae.

6 Heures

Résultats d’apprentissage 5.1:Adaptation correcte des formules aux destinataires.

Formules aux

destinataires.

Au début

Au milieu

A la fin.

o Rédiger des lettres en faisant

correspondre les formules requises aux

destinataires.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disk

Matériels tactiles



Adaptation correcte des formules aux destinataires.


111 | P a g e




Preuves écrites

Preuves orales

Rédiger une lecture. Présentation.


Oui Non

Indicateur : Rédaction d’une lettre ordinaire en faisant correspondre les formules requises aux destinataires :

Au début

Au milieu

A la fin.

Observations

Résultats d’apprentissage 5.2 : Application correcte des formules de politesse.

Formules de politesse


formelles pour un

supérieur hiérarchique

ou un client.


formelles pour une

lettre de motivation.

Formules de

o Rédiger une lettre en y appliquant les formules de politesse.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs



112 | P a g e

politesse classiques

pour la fin d’un email.


pour les nobles.





Preuves écrites

Preuves orales

Rédiger une lettre Présentation


Oui Non

Indicateur: Rédiger une lettre en y appliquant les formules de politesse.

Formules de politesse formelles pour un supérieur hiérarchique ou un client.

Formules de politesseformelles pour une lettre de motivation.

Formules de politesse classiques pour la fin d’un email.

Observations


Application correcte des formules de politesse.

113 | P a g e

Résultats d’apprentissage 5.3 : Structurer d’un écrit épistolaire

Ecrit épistolaire.

Les caractéristiques

de la lettre.

L’objet distribué.

L’objectif prioritaire

de la lettre.

o Structurer un écrit épistolaire.

o Distinguer Les caractéristiques de la

lettre épistolaire.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs






Preuves écrites

Preuves orales

Rédiger d’un écrit épistolaire

Présentation d’un écrit épistolaire


Oui Non

Indicateur : Structuration appropriée d’un écrit épistolaire en respectant 5 éléments caractéristiques.

Les caractéristiques de la lettre.

L’objet distribué.

L’objectif prioritaire de la lettre.

Observations


Structuration appropriée d’un écrit épistolaire.


114 | P a g e

Résultats d’apprentissage 5.4 : Organiser la mise en page d’une lettre et le curriculum

vitae.

Mise en page

Lettre

Curriculum vitae.

o Organiser la mise en page d’une

lettre.

o Etablir un curriculum vitae.

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs






Preuves écrites

Preuves orales

Composition d’une lettre.

Etablissement d’un curriculum vitae.


Oui Non

Indicateur: Composition d’une lettre en indiquant:

Le lieu

La date

L’auteur

Le destinataire


Organisation correcte de la mise en page d’une lettre et le curriculum vitae


115 | P a g e

Les paragraphes dans le corps de la lettre

La signature

Le post-scriptum

Etablissement d’un curriculum vitae en en dégageant :

L’identification

Les études faites

Les diplômes obtenus

L’expérience professionnelle

Les préférences La certification

La signature

Observations

116 | P a g e

Références:

1. EDICEF – CNDP MINEDUC (2002). Apprenons le français au Rwanda. ISBN : 978-2-84129-826-.

2. ÉDOUARD BLED ET ODETTE BLED (1998). BLED Orthographe, HACHETTE LIVRE.

3. GREVISSE MAURICE (1990). Précis de grammaire Française.

4. LIBRAIRIE LAROUSSE (1972). Dictionnaire PETIT LAROUSSE en couleurs

5. MINISTERE DE L’ENSEIGNEMENT PRIMAIRE ET SECONDAIRE (1983). Ma Colline, Méthode de

Français pour les écoles primaires. 5ème, Livre du maître.

6. Bardin, Laurence. 1996. L'analyse de contenu. Paris: Presses Universitaires de France. 291 p.

7. NATIONAL CURRICULUM DEVELOPPEMENT CENTRE (2007). A l’unisson : Méthode de Français.

ISBN : 978-2-7531-0103-6.

8. Y.DELATOUR et al. , (1991). Grammaire du Français. HACHETTE, Paris.

9. Achille, Alice, Odile Deveme, Michel Gellereau et Evelyne Thoizet. 1992. La lettre et le récit. Paris:

Bertrand-Lacoste. 127 p.

117 | P a g e

Competence

118 | P a g e

C C M K N 4 0 1 - IKINYARWANDA CY’UMUNYAMWUGA

CCMKN401 Gukoresha Ikinyarwanda cy’umunyamwuga

Ikiciro: 4 Amasaha ateganijwe

Credits: 3 30

Ishami: Yose

Agashami: Twose

Igihe yateguriwe: Mutarama, 2017

Intego nyamukuru

Iyi mbumbanyigisho irasobanura ubumenyi n’ubushobozi bukenewe kugira ngo uwiga ashobore Gukoresha ikinyarwanda cy’umwuga mu kumva, kuvuga, gusoma no kwandika, mu bikorwa bijyanye n’umwuga we; Gukoresha ubuvanganzo gakondo mu gushyikirana n’abandi abagezaho ibitekerezo bye kandi agaragaza uko yakira ibyabo; Kugaragaza imyumvire n’imyifatire ikwiye agenda avoma mu myandiko n’ikinamico binyuranye; Gutandukanya ingeri zinyuranye z’ubuvanganzo nyarwanda; Guhanga no kumurika mu rurimi rw’ikinyarwanda afatiye ku ngeri zinyuranye z’imyandiko; Gusobanura intego n’ amategeko y’igenamajwi by’izina mbonera; Gukoresha neza indangahantu no Kwandika yubahiriza

ifatana n’itandukana ry’amagambo.

Ubushobozi fatizo

119 | P a g e

Ubushobozi mu Kinyarwanda kiboneye

Ingingo n’ibipimo by’ubushobozi

Ingingo z’ubushobozi zisobanura umusaruro w’ibanze ugomba kugerwaho.

Ibipimo by’ubushobozi bisobanura ubushobozi busabwa mu kugaragaza ko intego zikubiye mu mbumbe

zagezweho.

Ingingo z’Ubushobozi Ibipimo by’Ubushobozi

1. Gukoresha ubuvanganzo

gakondo bufatiye ku

mwuga ashyikirana

n’abandi

1.1. Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko

yumva ubuvanganzo gakondo bufatiye ku mwuga abinyujije

mu ngiro zitandukanye.

1.2. Gusubiza mu mvugo iboneye ibibazo ku buvanganzo

gakondo bufatiye ku mwuga.

1.3. Gusoma neza umwandiko w’ubuvanganzo gakondo bufatiye

ku mwuga

yubahiriza utwatuzo n’isesekaza.

1.4. Guhimba ahuza n’ubuvanganzo gakondo bufatiye ku mwuga

akurikiranya neza ingingo.

1.5. Gutarama akoresheje ubuvanganzo bwizwe.

2. Gukoresha Ikinyarwanda

kiboneye agaragaza ibyiza

by’ikoranabuhanga mu

iterambere ry’umwuga no

kugaragaza intego y’izina

mbonera.

2.1. Gukoresha Ikinyarwanda kiboneye, uwiga agaragaza ko

yumva umwandiko ku nsanganyamatsiko

y’ikoranabuhanga n’iterambere ry’umwuga abinyujije mu

ngiro zinyuranye.

2.2. Gusubiza neza ibibazo mu mvugo iboneye ku mwandiko.

2.3. Gusoma neza umwandiko yubahiriza utwatuzo n’isesekaza.

2.4. Guhina no guhimba umwandiko akurikiranya neza ingingo.

2.5. Kumurika ingero zifatika zihamya uruhare

rw’ikoranabuhanga mu iterambere ry’umwuga.

2.6. Kugaragaza intego y’izina mbonera ku buryo bukwiye.

120 | P a g e

Ingingo z’Ubushobozi Ibipimo by’Ubushobozi


kiboneye uwiga agaragaza

ububi bw’ibiyobyabwenge

mu rubyiruko no

kugaragaza amategeko

y’igenamajwi mu izina

mbonera.

3.1. Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko

yumva umwandiko ku nsanganyamatsiko y’ububi

bw’ibiyobyabwenge mu rubyiruko abinyujije mu ngiro

zitandukanye.

3.2. Gusubiza ibibazo mu mvugo iboneye ku mwandiko.

3.3. Gusoma umwandiko yubahiriza utwatuzo n’isesekaza.

3.4. Guhina no guhimba umwandiko akurikiranya neza ingingo.

3.5. Kumurika ingamba zifatika zo kurwanya ikoreshwa

ry’ibiyobyabwenge mu rubyiruko.

3.6. Kugaragaza amategeko y’igenamajwi mu izina mbonera.



uburyo bunyuranye bwo

gufata neza ibidukikije no

gukoresha indangahantu.


yumva umwandiko ku nsanganyamatsiko yerekeye

uburyo bunyuranye bwo gufata neza ibidukikije mu ngiro

zitandukanye.

4.2. Gusubiza neza ibibazo mu mvugo iboneye ku mwandiko.

4.3. Gusoma neza umwandiko yubahiriza utwatuzo

n’isesekaza.

4.4. Guhimba no kumurika umwandiko akurikiranya neza

ingingo.

4.5. Kumurika no gusobanura ibikorwa by’abanyamwuga

bishobora kwangiza ibidukikije.

4.6. Gukoresha neza indangahantu.



akamaro k’ubutabazi

bw’ibanze no kwandika

yubahiriza imyandikire

y’Ikinyarwanda.


yumva ikinamico ku nsanganyamatsiko yerekeye akamaro

k’ubutabazi bw’ibanze mu ngiro zitandukanye.

5.2. Gusubiza neza ibibazo mu mvugo iboneye ku ikinamico.

5.3. Gusoma neza ikinamico yubahiriza uturango twayo.

5.4. Guhimba no gukina ikinamico ahuza imvugo n’ingiro.

5.5. Gukoresha mu mvugo n’inyandiko amagambo akwiye

avuga ibice n’ingingo by’umubiri.

5.6. Kwandika yubahiriza ifatana n’itandukana ry’amagambo.

121 | P a g e

LU 1: Gukoresha ubuvanganzo gakondo bufatiye ku mwuga ashyikirana n’abandi.

1

Umusaruro w’inyigisho:

1. Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva ubuvanganzo gakondo bufatiye ku mwuga abinyujije mu ngiro zitandukanye.

2. Gusubiza mu mvugo iboneye ibibazo ku buvanganzo gakondo bufatiye ku mwuga.

3. Gusoma umwandiko w’ubuvanganzo gakondo bushingiye ku mwuga yubahiriza utwatuzo n’isesekaza.

4. Guhimba ahuza n’ubuvanganzo gakondo bufatiye ku mwuga akurikiranya neza ingingo.

5. Gutarama akoresheje ubuvanganzo bwizwe.

Amasaha 6

Umusaruro w’inyigisho 1.1: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva

ubuvanganzo gakondo bufatiye ku mwuga abinyujije mu ngiro zitandukanye.

Ibimenyetso byo gutega amatwi no kutarogoya ufite ijambo

Urwenya

inyunguramagambo ingingo z’umuco

n’amateka inshoza n’uturango

by’Urwenya Ihimbamwandiko

Urwenya

o Gutega amatwi urwenya o Gusoma urwenya bucece o Gusoma urwenya mu

matsinda bashaka ibisubizo byo kumva umwandiko, ibisobanuro by’amagambo akomeye no kumurika ibyavuyemo

o Gutera urwenya baranguruye o Guhuza ibivugwa mu

nshoberane n’indangagaciro o Gusobanura ingingo z’umuco

n’amateka o Gusobanura inshoza

n’uturango by’ urwenya

- Ibitabo by’ubuvanganzo gakondo (bagiramenyo)

- Sede (cd) - Disiketi - Ikibaho - Marikeri - Murandasi - Inkoranyamagambo

n’inkoranyamuga

Imfashanyigisho Ibikorwa by’uwiga

activities

Ibyigwa

122 | P a g e

Umusaruro w’inyigisho 1.2. : Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko

yumva ubuvanganzo gakondo bufatiye ku mwuga abinyujije mu ngiro zitandukanye.

(Ibikurikira)

Ubuvanganzo

gakondo bufatiye ku

mwuga

Amavumvu, Amasare, ibyidogo, amahamba,.. Isesekaza

n’utwatuzo

Igitaramo gishingiye

ku buvanganzo

gakondo

Umwitozo wo gusoma

ubuvanganzo gakondo bufatiye ku

mwuga

o Gusoma ubuvanganzo gakondo o bufatiye ku mwuga bucece o Gusoma ubuvanganzo

bunyuranye gakondo bufatiye ku mwuga mu matsinda, bashaka ibisubizo byo kumva umwandiko, basobanura amagambo akomeye, banamurikaibyavuyemo.

o Gusoma ubuvanganzo gakondo bunyuranye bufatiye ku mwuga baranguruye

o Guhuza ibivugwa mu ubuvanganzo gakondo bunyuranye bufatiye ku mwuga n’indangagaciro

o Gukoresha Ikinyarwanda kiboneye uwiga agaragaza insanganyamatsiko z’ingenzi

o Gusobanura ingingo z’umuco n’amateka

o Gusobanura inshoza n’uturango by’ ubuvanganzo gakondo bunyuranye bufatiye ku mwuga

o Guhina ubuvanganzo gakondo bunyuranye bufatiye ku mwuga

o Gutahura isomo ry’ingenzi o Gutarama

- Ibitabo by’ubuvanganzo gakondo (bagiramenyo)

- Sede (cd) - Disiketi - Ikibaho - Marikeri - Murandasi - Inkoranyamagambo

n’inkoranyamuga


activities

Ibyigwa

123 | P a g e

Isuzuma Mbonezanyigisho 1.1

Usuzuma akusanya bimwe mu bihamya bikurikira, akanzura niba ubushobozi busuzumwa bwagezweho.

Gihamya Isuzuma

Amajwi n’amashusho by’uwiga ateze amatwi atarogoya

Urutonde rw’ibisuzumwa Arabishoboye

Yego Oya

Ikitabwaho 1: Ibimenyetso byo gutega amatwi no kutarogoya ufite ijambo

Ikitabwaho 2:Urwenya:

uwiga yateye urwenya aranguruye

uwiga yateye urwenya ahuza ibivugwa n’indangagaciro

uwiga yateye urwenya asobanura ingingo z’umuco n’amateka

uwiga yateye urwenya anasobanura uturango tw’urwenya

Umwanzuro

Umusaruro w’inyigisho 1.2: Gusubiza mu mvugo iboneye ibibazo ku buvanganzo gakondo

bufatiye ku mwuga.

Reba

Umusaruro w’inyigisho 1.1

Reba Umusaruro w’inyigisho 1.1

Reba



activities

Ibyigwa

Ubushobozi busuzumwa

Uwiga yakoresheje Ikinyarwanda kiboneye agaragaza ko yumva ubuvanganzo

gakondo bufatiye ku mwuga abinyujije mu ngiro zitandukanye.

124 | P a g e



Gihamya Isuzuma

Amajwi n’amashusho y’ibisubizo ku kumva umwandiko


Yego Oya

Ikitabwaho: Gusoma ubuvanganzo gakondo bufatiye ku mwuga

Uwiga yasomye ubuvanganzo bwitwa “amavumvu” aranguruye ijwi

Uwiga yasomye kandi asubiza ibibazo k’ubuvanganzo

bwitwa”Amasare”

Uwiga yasobanuye uturango tw’ubuvanganzo gakondo afatiye ku

buvanganzo bwitwa “Ibyidogo”

Uwiga yabashije gutarama akoresheje ubuvanganzo bwitwa

“Amahamba”

Ikitabwaho 2:igitaramo gishingiye ku buvanganzo gakondo

Umwanzuro


Yashubije mu mvugo iboneye ibibazo ku buvanganzo gakondo bufatiye ku

mwuga.

125 | P a g e

Umusaruro w’inyigisho 1.3: Gusoma umwandiko w’ubuvanganzo gakondo bushingiye ku

mwuga yubahiriza utwatuzo n’isesekaza.

Reba



Reba




Gihamya Isuzuma

Amajwi n’amashusho y’isomwa ry’umwandiko


Yego Oya

Ikitabwaho :Gusoma yubahiriza Isesekaza n’utwatuzo

Uwiga yasomye umwandiko k’ubuvanganzo yubahiriza utwatuzo

n’isesekaza

Uwiga yahinye umwandiko k’ubuvanganzo yubahiriza amategeko

y’ihinamwandiko

Umwanzuro


Yasomye neza umwandiko w’ubuvanganzo gakondo bufatiye ku mwuga

yubahiriza utwatuzo n’isesekaza.


activities

Ibyigwa

126 | P a g e

Umusaruro w’inyigisho 1.4: Guhimba ahuza n’ubuvanganzo gakondo bufatiye ku mwuga

akurikiranya neza ingingo.

Reba



Reba




Gihamya Isuzuma

Ibihangano bishingiye ku buvanganzo gakondo mu mwuga


Yego Oya

Ikitabwaho :Ihimbamwandiko n’ihimbamwandiko

Uwiga yahimbye umwandiko afatiye k’ubuvanganzo gakondo kandi

akurikiza amategeko y’ihimbamwandiko

Uwiga yahinye umwandiko k’ubuvanganzo yubahiriza amategeko

y’ihinamwandiko

Umwanzuro


Yahinnye anahimba umwandiko akurikiranya neza ingingo.


activities

Ibyigwa

127 | P a g e

Umusaruro w’inyigisho 1.5: Gutarama akoresheje ubuvanganzo bwizwe.

Reba



Reba




Gihamya Isuzuma

Amajwi n’amashusho ku gitaramo


Yego Oya

Ikitabwaho:Igitaramo gishingiye ku buvanganzo gakondo

Uwiga yateguye igitaramo ashingiye ku buvanganzo gakondo yize

Umwanzuro


Yataramye akoresheje ubuvanganzo bwizwe.


activities

Ibyigwa

128 | P a g e

LU 2: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza

ibyiza by’ikoranabuhanga mu iterambere ry’umwuga no kugaragaza intêgo y’izina mbonera.

2


1. Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva umwandiko ku nsanganyamatsiko y’ikoranabuhanga n’iterambere ry’umwuga abinyujije mu ngiro zinyuranye.

2. Gusubiza ibibazo mu mvugo iboneye ku mwandiko. 3. Gusoma umwandiko yubahiriza utwatuzo n’isesekaza. 4. Guhina no guhimba umwandiko akurikiranya ingingo. 5. Kumurika ingero zihamya uruhare rw’ikoranabuhanga mu

iterambere ry’umwuga. 6. Kugaragaza intêgo y’izina mbonera.

Amasaha 6


umwandiko ku nsanganyamatsiko y’ikoranabuhanga n’iterambere ry’umwuga abinyujije mu

ngiro zinyuranye.

Ibimenyetso by’uteze amatwi atarogoye;

Umwandiko ku nsanganyamatsiko y’ikoranabuhanga n’iterambere ry’umwuga;

Inyunguramagambo; Insanganyamatsiko

y’umwandiko; Ingingo z’umuco; ingingo z’amateka; indangagaciro zo gukunda

umurimo (umurimo unoze, kubahiriza igihe…);

Ihinamwandiko ku nsanganyamatsiko y’ikoranabuhanga n’ iterambere ry’umwuga;

o Gutega amatwi umwandiko ku nsanganyamatsiko y’ikoranabuhanga n’iterambere ry’umwuga.

o Kutarogoya ufite ijambo nta mpamvu;

o Gusubiza ibibazo byo kumva umwandiko n’inyunguramagambo;

o Kuvumbura insanganyamatsiko ivugwa mu mwandiko;

o Gukoresha Ikinyarwanda kiboneye uwiga agaragaza indangagaciro zo gukunda umurimo;

o Gusoma bucece;

- Ibitabo bikubiyemo imyandiko yerekeye ikoranabuhanga n’iterambere ry’umurimo ; ibitabo by’ikibonezamvugo;

- SEDE (CD); - Disiketi ; - Ikibaho; - Marikeri; - Murandasi; - Inkoranyamagambo

n’inkoranyamuga; - Ibikoresho

by’ikoranabuhanga;


activities

Ibyigwa

129 | P a g e



Gihamya Isuzuma



Yego Oya

Ikitabwaho 1:Ibimenyetso by’uteze amatwi atarogoya

Uwiga ntiyaciye mu ijambo uvuga

Uwiga yabajije ibibazo ku byavuzwe

Ikitabwaho 2: kuvumbura i nsanganyamatsiko ku mwandiko uvuga ku ikoranabuhanga niterambere

ry’umwuga

Uwiga yasubije ibibazo ku mwandiko

Uwiga yavumbuye insanganyamatsiko iri mu mwandiko

Uwiga yagaragaje indangagaciro zo gukunda umurimo abikomoje ku

nsanganyamatsiko

Umwanzuro

Umusaruro w’inyigisho 2.2 : Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko

yumva umwandiko ku nsanganyamatsiko y’ikoranabuhanga n’iterambere ry’umwuga


Uwiga yakoresheje Ikinyarwanda kiboneye agaragaza ko yumva umwandiko

ku nsanganyamatsiko y’ikoranabuhanga n’iterambere ry’umwuga abinyujije

mu ngiro zinyuranye

130 | P a g e

abinyujije mu ngiro zinyuranye. (Ibikurikira).

Isesekaza n’utwatuzo; Ihangamwandiko ku

nsanganyamatsiko y’ikoranabuhanga n’ iterambere ry’umwuga;

ingero zihamya uruhare rw’ikoranabuhanga mu iterambere ry’umwuga;

Intego y’izina mbonera.

o Gusoma mu matsinda bashaka ibisubizo by’ibibazo byo kumva umwandiko, inyunguramagambo no kumurika ibyavuyemo;

o Gusoma aranguruye agaragaza isesekaza;

o Gukusanya, mu matsinda, ibitekerezo ku ruhare rw’ikoranabuhanga mu iterambere ry’umwuga;

o Gukora inshamake y’umwandiko;

o Kujya impaka ku ngaruka zo gukoresha nabi ikoranabuhanga mu mwuga n’ingamba zafatwa mu kubirwanya;

o Kugaragaza intego y’izina mbonera.

- Ibitabo bikubiyemo imyandiko yerekeye ikoranabuhanga n’iterambere ry’umurimo ; ibitabo by’ikibonezamvugo;


n’inkoranyamuga; - Ibikoresho

by’ikoranabuhanga;



Gihamya Isuzuma




ku nsanganyamatsiko y’ikoranabuhanga n’iterambere ry’umwuga abinyujije

mu ngiro zinyuranye


activities

Ibyigwa

131 | P a g e


Yego Oya

Ikitabwaho 1:Ibimenyetso by’uteze amatwi atarogoya

Uwiga ntiyaciye mu ijambo uvuga

Uwiga yabajije ibibazo ku byavuzwe

Umwandiko ku nsanganyamatsiko y”ikoranabuhanga niterambere

ry’umwuga

Umwanzuro

Umusaruro w’inyigisho 2.3 : Gusubiza ibibazo mu mvugo iboneye ku mwandiko.

Reba



Reba




Gihamya Isuzuma

Amajwi n’amashusho ku bibazo byo kumva umwandiko


Yashubije ibibazo mu mvugo iboneye ku mwandiko


activities

Ibyigwa

132 | P a g e


Yego Oya

Ikitabwaho: kumva umwandiko ku nsanganyamatsiko y’ikoranabuhabunga

Uwiga yagaragaje Insanganyamatsiko y’umwandiko

Uwiga yasobanuye amagambo akomeye ari mu

mwandiko(Inyunguramagambo)

Uwiha yasobanuye ingingo z’umuco ziri mu mwandiko

Uwiga yasobanuye ingingo z’amateka ziri mu mwandiko

Umwanzuro

Umusaruro w’inyigisho 2.4 : Gusoma umwandiko yubahiriza utwatuzo n’isesekaza.

Reba



Reba




Gihamya Isuzuma

Amajwi n’amashusho ry’isomwa ry’umwandiko


Yasomye umwandiko yubahiriza utwatuzo n’isesekaza


activities

Ibyigwa

133 | P a g e


Yego Oya



n’isesekaza

Umwanzuro

Umusaruro w’inyigisho 2.5 : Guhina no guhimba umwandiko akurikiranya ingingo.

Reba



Reba




Gihamya Isuzuma

Amashusho, amajwi n’inyandiko z’ihimba, imurika n’ihinamwandiko


Yahinnye anahimba umwandiko akurikiranya neza ingingo


activities

Ibyigwa

134 | P a g e


Yego Oya

Ikitabwaho 1:Ihinamwandiko ku nsanganyamatsiko y’ikoranabuhanga n’ iterambere ry’umwuga

Uwiga yahinnye umwandiko ku nsanganyamatsiko afatiye

k’ubuvanganzo gakondo kandi akurikiza amategeko y’ihimbamwandiko

Ikitabwaho 2:Ihangamwandiko ku nsanganyamatsiko y’ikoranabuhanga n’ iterambere ry’umwuga

Uwiga yahanze umwandiko ku nsanganyamatsiko yubahiriza

amategeko y’ihangamwandiko

Umwanzuro

Umusaruro w’inyigisho 2.6: Kumurika ingero zihamya uruhare rw’ikoranabuhanga mu

iterambere ry’umwuga.

Reba



Reba




Gihamya Isuzuma

Amashusho n’amajwi y’imurika ry’ingero zihamya uruhare rw’ikoranabuhanga mu iterambere ry’umwuga


Yamuritse ingero zihamya uruhare rw’ikoranabuhanga mu iterambere

ry’umwuga


activities

Ibyigwa

135 | P a g e


Yego Oya

Ingero zihamya uruhare rw’ikoranabuhanga mu iterambere ry’umwuga

Umwanzuro

Umusaruro w’inyigisho 2.6: Kugaragaza intêgo y’izina mbonera.

Reba



Reba




Gihamya Isuzuma

Inyandiko y’ibisubizo ku ntêgo y’izina mbonera


Yagaragaje intêgo y’izina mbonera


activities

Ibyigwa

136 | P a g e


Yego Oya

Ikitabwaho 1: Kujya impaka ku ngaruka zo gukoresha nabi ikoranabuhanga mu mwuga n’ingamba

zafatwa mu kubirwanya;

Uwiga Yashimangiye Ingingo Zigaragaza Ububi Bw’ibiyobyabwenge

Ikitabwaho 2:Intego y’izina mbonera

Uwiga yasobanuye icyo izina mbonera ari cyo

Uwiga yagaragaje indomo y’izina mbonera

Uwiga yagaragaje indanganteko y’izina mbonera

Uwiga yagaragaje igicumbi cy’izina mbonera

Umwanzuro

137 | P a g e

Imbumbe

LU 3: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ububi bw’ibiyobyabwenge mu rubyiruko no kugaragaza amategeko y’igenamajwi mu izina mbonera.

3


1. Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva umwandiko ku nsanganyamatsiko y’ububi bw’ibiyobyabwenge mu rubyiruko abinyujije mu ngiro zitandukanye.

2. Gusubiza neza ibibazo mu mvugo iboneye ku mwandiko. 3. Gusoma neza umwandiko yubahiriza utwatuzo n’isesekaza. 4. Guhina no guhimba umwandiko akurikiranya neza ingingo. 5. Kumurika ingamba zifatika zo kurwanya ikoreshwa

ry’ibiyobyabwenge mu rubyiruko. 6. Kugaragaza amategeko y’igenamajwi mu izina mbonera.

Amasaha 6

Umusaruro w’inyigisho 3.1: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko

yumva umwandiko ku nsanganyamatsiko y’ububi bw’ibiyobyabwenge mu rubyiruko

abinyujije mu ngiro zitandukanye.

Umwandiko ku nsanganyamatsiko y’ububi bw’ibiyobyabwenge mu rubyiruko;

Ibimenyetso by’uteze amatwi atarogoya; Inyunguramagambo; Insanganyamatsiko y’umwandiko; Ingingo z’umuco;

ingingo z’amateka; indangagaciro zo kubaha

ubuzima (kwiyitaho);

Ihinamwandiko ku nsanganyamatsiko y’ububi bw’ibiyobyabwenge mu rubyiruko;

o Gutega amatwi umwandiko ku nsanganyamatsiko y’ ububi bw’ibiyobyabwenge mu rubyiruko.

o Kutarogoya ufite ijambo nta mpamvu.

o Gusubiza ibibazo byo kumva umwandiko n’inyunguramagambo.

o Kuvumbura insanganyamatsiko ivugwa mu mwandiko.

o Gukoresha Ikinyarwanda kiboneye uwiga agaragaza indangagaciro zo kubaha ubuzima.

o Gusoma bucece.

- Ibitabo bikubiyemo imyandiko ku bubi bw’ibiyobyabwenge mu rubyiruko;

- Ibitabo by’ikibonezamvugo;


n’inkoranyamuga.


activities

Ibyigwa

138 | P a g e

Umusaruro w’inyigisho 3.2: Gusubiza neza ibibazo mu mvugo iboneye ku mwandiko.

Reba



Reba




Gihamya Isuzuma



Yego Oya

Ikitabwaho :kumva no gusubiza ibibazo ku mwandiko ku nsanganyamatsiko ivuga y’ububi

bw’ibiyobyabwenge

Uwiga yasobanuye amagambo akomeye mu

mwandikoInyunguramagambo

Uwiga yasobanuye Ingingo z’umuco ziri mu mwandiko

Uwiga yasobanuye ingingo z’amateka

Uwiga yatanze ingero z’ indangagaciro zo kubaha ubuzima (kwiyitaho)

Umwanzuro


Yashubije neza ibibazo mu mvugo iboneye ku mwandiko


activities

Ibyigwa

139 | P a g e

Umusaruro w’inyigisho 3.3: Gusoma neza umwandiko yubahiriza utwatuzo n’isesekaza.

Reba



Reba




Gihamya Isuzuma



Yego Oya


Uwiga yasomye umwandiko k’ubuvanganzo yubahiriza utwatuzo n’isesekaza

Umwanzuro


Yasomye neza umwandiko yubahiriza utwatuzo n’isesekaza


activities

Ibyigwa

140 | P a g e

Umusaruro w’inyigisho 3.4: Guhina no guhimba umwandiko akurikiranya neza ingingo.

Reba



Reba




Gihamya Isuzuma

Amajwi, amashusho n’inyandiko ku ihina n’ihimbamwandiko


Yego Oya

Ikitabwaho 1: Ihinamwandiko ku nsanganyamatsiko y’ububi bw’ibiyobyabwenge mu rubyiruko

Uwiga yahinnye umwandiko ku nsanganyamatsiko afatiye

k’ubuvanganzo gakondo kandi akurikiza amategeko

y’ihimbamwandiko

Ikitabwaho 2:Ihangamwandiko ku nsanganyamatsiko ku”ibibi by’ibiyobyabwenge mu rubyiruko”

Uwiga yahanze umwandiko ku nsanganyamatsiko yubahiriza amategeko

y’ihangamwandiko

Umwanzuro


Yahinnye anahimba umwandiko akurikiranya neza ingingo


activities

Ibyigwa

141 | P a g e

Umusaruro w’inyigisho 3.5: Kumurika ingamba zifatika zo kurwanya ikoreshwa

ry’ibiyobyabwenge mu rubyiruko.

Reba



Reba




Gihamya Isuzuma

Amajwi, amashusho n’inyandiko ku ngamba zifatika zo kurwanya ikoreshwa ry’ibiyobyabwenge mu rubyiruko


Yego Oya

Ikitabwaho 1: Kujya impaka ku ngaruka zo gukoresha z’ibiyobyabwenge mu rubyiruko

Uwiga Yashimangiye Ingingo Zigaragaza Ububi Bw’ibiyobyabwenge

Uwiga yatanze ingero zigaragaza ububi bw’ibiyobyabwenge mu

rubyiruko

Umwanzuro


Yamuritse ingamba zifatika zo kurwanya ikoreshwa ry’ibiyobyabwenge mu

rubyiruko


activities

Ibyigwa

142 | P a g e

Umusaruro w’inyigisho 3.6: Kugaragaza amategeko y’igenamajwi mu izina mbonera.

Reba



Reba




Gihamya Isuzuma

Ibisubizo by’imyitozo ku mategeko y’igenamajwi mu izina mbonera


Yego Oya

Ikitabwaho:Amategeko y’igenamajwi mu izina mbonera

Uwiga yasesenguye izina mbonera rivuye mu mwandiko yubahiriza

amategeko y’igenamajwi

Umwanzuro


Yagaragaje amategeko y’igenamajwi mu izina mbonera


activities

Ibyigwa

143 | P a g e

Imbumbe

LU 4: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza uburyo bunyuranye bwo gufata neza ibidukikije.

4


1. Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva umwandiko ku nsanganyamatsiko yerekeye uburyo bunyuranye bwo gufata neza ibidukikije mu ngiro zitandukanye.

2. Gusubiza neza ibibazo mu mvugo iboneye ku mwandiko. 3. Gusoma neza umwandiko yubahiriza utwatuzo n’isesekaza. 4. Guhimba no kumurika umwandiko akurikiranya neza ingingo. 5. Kumurika no gusobanura ibikorwa by’abanyamwuga bishobora

kwangiza ibidukikije. 6. Gukoresha neza indangahantu

Amasaha 6


umwandiko ku nsanganyamatsiko yerekeye uburyo bunyuranye bwo gufata neza ibidukikije mu

ngiro zitandukanye.

Umwandiko ku nsanganyamatsiko yerekeye gufata neza ibidukikije;

Ibimenyetso by’uteze amatwi atarogoye.

Inyunguramagambo ku mwandiko uvuga ku bidukikije

Insanganyamatsiko y’umwandiko ushingiye ku bidukikije

Ihimbamwandiko

Ibikorwa by’abanyamwuga bishobora kwangiza ibidukikije;

o Gutega amatwi umwandiko ku nsanganyamatsiko yerekeye gufata neza ibidukikije.


o Gusubiza ibibazo byo kumva umwandiko n’ inyunguramagambo.

o Kuvumbura insanganyamatsiko ivugwa mu mwandiko.

o Gusoma bucece. o Gusoma mu matsinda. o Gusoma aranguruye agaragaza

isesekaza. o Gukorera mu matsinda,

bungurana ibitekerezo ngamba

- Ibitabo bikubiyemo imyandiko ku kurengera ibidukikije;

- Ibitabo by’ikibonezamvugo;


n’inkoranyamuga; - Amafoto.


activities

Ibyigwa

144 | P a g e

Isesekaza n’utwatuzo;

Indangahantu.

zo kurengera ibidukikije. o Gukora inshamake

y’umwandiko. o Kujya impaka ku ngaruka zo

kwangiza ibidukikije. o Gukoresha neza indangahantu.



Gihamya Isuzuma



Yego Oya

Ikitabwaho 1.Umwandiko ku nsanganyamatsiko yerekeye gufata neza ibidukikije

Uwiga yagaraje Ibimenyetso by’uteze amatwi atarogoye

Uwiga yagaragaje insanganyamatsiko y’umwandiko

Uwiga yasobanuye amagambo akomeye ari mu mwandiko

Uwiga yagaragaje ibikorwa bibangamira ibidukikije biboneka ku mwuga

we

Umwanzuro



ku nsanganyamatsiko yerekeye uburyo bunyuranye bwo gufata neza

ibidukikije mu ngiro zitandukanye

145 | P a g e

Umusaruro w’inyigisho 4.2: Gusubiza neza ibibazo mu mvugo iboneye ku mwandiko.

Reba


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Reba




Gihamya Isuzuma



Yego Oya

Ikitabwaho:Gusubiza ibibazo ku mwandiko

Uwiga yasubije yasobanuye amagambo akomeye

Uwiga yavumbuye insanganyamatsiko ziri mu mwandiko

Umwanzuro


Yashubije neza ibibazo mu mvugo iboneye ku mwandiko


activities

Ibyigwa

146 | P a g e

Umusaruro w’inyigisho 4.3: Gusoma neza umwandiko yubahiriza utwatuzo n’isesekaza.

Reba


Reba


Reba




Gihamya Isuzuma



Yego Oya



n’isesekaza

Umwanzuro


Yasomye neza umwandiko yubahiriza utwatuzo n’isesekaza


activities

Ibyigwa

147 | P a g e

Umusaruro w’inyigisho 4.4: Guhimba no kumurika umwandiko akurikiranya neza ingingo

Reba


Reba


Reba




Gihamya Isuzuma

Amajwi, amashusho n’inyandiko ku ihimba n’imurikamwandiko


Yego Oya

Ikitabwaho: Ihimbamwandiko ku nsanganyamatsiko

Uwiga yahimbye umwandiko ku nsanganyamatsiko akurikiranya neza

ingingo

Umwanzuro


Yahimbye anamurika umwandiko akurikiranya neza ingingo


activities

Ibyigwa

148 | P a g e

Umusaruro w’inyigisho 4.5: Kumurika no gusobanura ibikorwa by’abanyamwuga

bishobora kwangiza ibidukikije.

Reba


Reba


Reba




Gihamya Isuzuma

Amajwi n’amashusho ku bisobanuro by’ ibikorwa by’abanyamwuga bishobora kwangiza ibidukikije


Yego Oya

Ikitabwaho: ihimbamwandiko

Uwiga yamuritse Ibikorwa by’abanyamwuga bishobora kwangiza

ibidukikije

Umwanzuro


Yataramye akoresheje ubuvanganzo bwizwe.


activities

Ibyigwa

149 | P a g e

Umusaruro w’inyigisho 4.6: Gukoresha neza indangahantu.

Reba


Reba


Reba



activities

Ibyigwa

150 | P a g e



Gihamya Isuzuma

Ibisubizo ku mikoreshereze y’indangahantu


Yego Oya

Ikitabwaho: kumenya no gukoresha indangahantu

Umwanzuro


Yakoresheje neza indangahantu

151 | P a g e

Imbumbe

LU 5: Gukoresha Ikinyarwanda kiboneye uwiga agaragaza akamaro k’ubutabazi bw’ibanze no kwandika yubahiriza imyandikire y’Ikinyarwanda.

5


1. Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva ikinamico ku nsanganyamatsiko yerekeye akamaro k’ubutabazi bw’ibanze mu ngiro zitandukanye.

2. Gusubiza ibibazo mu mvugo iboneye ku ikinamico. 3. Gusoma ikinamico yubahiriza uturango twayo. 4. Guhimba no gukina ikinamico ahuza imvugo n’ingiro. 5. Gukoresha mu mvugo n’inyandiko amagambo akwiye avuga ibice

n’ingingo by’umubiri. 6. Kwandika yubahiriza ifatana n’itandukana ry’amagambo.

Amasaha 6


ikinamico ku nsanganyamatsiko yerekeye akamaro k’ubutabazi bw’ibanze mu ngiro

zitandukanye.

Ikinamico ku nsanganyamatsiko yerekeye k’ubutabazi bw’ibanze;

Ibimenyetso by’uteze amatwi atarogoye;

Inyunguramagambo ku ngeri y’ikinamico;

Amagambo akwiye avuga ibice n’ingingo z’umubiri;

Ingingo z’umuco n’amateka;

Udukino ku nsanganyamatsiko k’ubutabazi bw’ibanze.

Ifatana n’itandukana ry’amagambo.

o Gutega amatwi ikinamico ku nsanganyamatsiko yerekeye ubutabazi bw’ibanze.


o Gusubiza ibibazo byo kumva ikinamico n’inyunguramagambo.

o Kuvumbura insanganyamatsiko ivugwa mu ikinamico.

o Gusoma bucece ikinamico. o Gusoma bakuramwa

baranguruye bigana abakinankuru.

o Gukorera mu matsinda, bungurana ibitekerezo ku nsanganyamatsiko ivugwa mu ikinamico.

o Kujya impaka ku ngaruka z’ingeso yo kudatabara abari mu

- Ibitabo bikubiyemo imyandiko;

- Ibitabo by’ikibonezamvugo ;

- SEDE (CD); - Disiketi ; - Ikibaho; - Marikeri; - Murandasi; - Inkoranyamagambo; - Amabwiriza ya Minisitiri

N0 001/2014 yo ku wa 08/10/2014 agenga imyandikire y’Ikinyarwanda nk’uko yasohotse mu Igazeti ya Leta N0 41 bis yo ku wa 13/10/2014.


activities

Ibyigwa

152 | P a g e

kaga. o Kubahiriza ifatana n’itandukana

ry’amagambo. o Gutahura no gukosora amakosa

yubahiriza itandukana n’ifatana ry’amagambo.



Gihamya Isuzuma



Yego Oya

Ikitabwaho:Ikinamico ku nsanganyamatsiko yerekeye k’ubutabazi bw’ibanze

Uwiga yasomye ikinamico neza

Uwiga yagaragaje uturango tw’ikinamico

Ibimenyetso by’uteze amatwi atarogoye

Umwanzuro


Uwiga yakoresheje Ikinyarwanda kiboneye agaragaza ko yumva

ikinamico ku nsanganyamatsiko yerekeye akamaro k’ubutabazi

bw’ibanze mu ngiro zitandukanye

153 | P a g e

Umusaruro w’inyigisho 5.2: Gusubiza ibibazo mu mvugo iboneye ku ikinamico.

Reba



Reba




Gihamya Isuzuma



Yego Oya

Ikitabwaho :Inyunguramagambo Inyunguramagambo ku ngeri y’ikinamico

Ingingo z’umuco n’amateka

Umwanzuro


Yashubije ibibazo mu mvugo iboneye ku ikinamico


activities

Ibyigwa

154 | P a g e

Umusaruro w’inyigisho 5.3: Gusoma ikinamico yubahiriza uturango twayo.

Reba



Reba




Gihamya Isuzuma

Amajwi n’amashusho uwiga asoma ikinamico


Yego Oya

Ikitabwaho :Iyubahirizwa ry’uturango tw’ikinamico

Uwiga yasomye ikinamico yubahiriza Isesekaza n’utwatuzo

Umwanzuro

Umusaruro w’inyigisho 5.4: Guhimba no gukina ikinamico ahuza imvugo n’ingiro.

Reba



Reba



activities

Ibyigwa


Yasomye ikinamico yubahiriza uturango twayo


activities

Ibyigwa

155 | P a g e



Gihamya Isuzuma

Amajwi n’amashusho n’inyandiko ku ikinamico


Yego Oya

Ikitabwaho :ihangakinamico

Udukino ku nsanganyamatsiko y’ubutabazi bw’ibanze

Umwanzuro

Umusaruro w’inyigisho 5.5: Gukoresha mu mvugo n’inyandiko amagambo akwiye avuga

ibice n’ingingo by’umubiri.

Reba



Reba



activities

Ibyigwa


Yahimbye anakina ikinamico ahuza imvugo n’ingiro

156 | P a g e



Gihamya Isuzuma

Ibisubizo ku myitozo y’ikoreshwa ry’ amagambo akwiye avuga ibice n’ingingo by’umubiri


Yego Oya

Ikitabwaho: Ikeshamvugo

Uwiga yakoresheje amagambo akwiye avuga ibice n’ingingo z’umubiri

Umwanzuro

Umusaruro w’inyigisho 5.6: Kwandika yubahiriza ifatana n’itandukana ry’amagambo.

Reba



Reba



activities

Ibyigwa


Yakoresheje mu mvugo n’inyandiko amagambo akwiye avuga ibice

n’ingingo by’umubiri

157 | P a g e



Gihamya Isuzuma

Ibisubizo ku myitozo y’ ifatana n’itandukana ry’amagambo


Yego Oya

Ikitabwaho: Imyandikire ikwiye y’ikinyarwanda

Uwiga yafatanije amagambo aho bikwiye

Uwiga yatandukanije amagambo aho bikwiye

Umwanzuro


Yanditse yubahiriza ifatana n’itandukana ry’amagambo

158 | P a g e

Ibitabo n’inyandiko byifashishijwe:

1. BIZIMANA S, KAYUMBA C., (2011), Inkoranya y’ikinyarwanda mu Kinyarwanda, IRST, 2ème,

Edition

2. BIZIMANA, S., RWABUKUMBA, G., (2011), Inkoranya y’ikinyarwanda mu Kinyarwanda, IRST,

1ère Edition

3. CHARMEAUX, E., (1975), La lecture à l’école, Cédix, Paris.

4. CONFÉRENCE DES MINISTRES DE L’EDUCATION DES ETATS D’EXPRESSION FRANÇAISE, (1986),

Promotion et intégration des langues nationales dans les systèmes éducatifs, Librairie Honoré

Champion, Paris.

5. COUPEZ A. (1961) Grammaire Rwanda Simplifiée, Usumbura

6. Dictionnaire Rwandais-Français, Edition abrégée et adaptée par Irénée JACOB.

7. EDITION BAKAME (2010) Ikinyarwanda Ikibonezamvugo cy’amashuri abanza n’ayisumbuye,

Kigali

8. FOUNTAIN PUBLISHERS, (2011), Ikinyarwanda, Igitabo cy’umunyeshuri, Umwaka wa 4,

Fountain Publishers, Kigali

9. FOUNTAIN PUBLISHERS, (2011), Ikinyarwanda, Igitabo cy’umwarimu, Umwaka wa 5, Fountain

Publishers, Kigali

10. FOUNTAIN PUBLISHERS, (2011), Ikinyarwanda, Igitabo cy’umwarimu, Umwaka wa 6, Fountain

Publishers, Kigali

11. GAGNÉ, G., PAGÉ, M. na ARRAB, E, (2002), Didactique des langues maternelles. Questions

actuelles dans différentes régions du monde, De Boeck Universitégions du monde, De Boeck

Université, Bruxelles.

12. GASIMBA F.X (2004), Inganzo y’Ubwanditsi, Prix Kadima . Paris, OIF

13. INTEKO NYARWANDA Y’URURIMI N’UMUCO (RALC),( 2013), Indangagaciro z’Umuco w’u

Rwanda, Imfashanyigisho ibanza, Kigali

14. KAGIRANEZA Z. (1989), Igitaramo ku mateka y’u Rwanda, MINESUPRESS

15. MINEDUC (2008), Ikinyarwanda : Imyandiko mfashanyigisho, Igitabo cy’Umunyeshuri, NCDC,

Kigali

16. MINISTERI Y’AMASHURI ABANZA N’AYISUMBUYE (1986), Ikinyarwanda: Ikibonezamvugo cyo

mu Cyiciro cya Gatatu, Kigali

17. UNIVERSITY OF RWANDA/COLLEGE OF EDUCATION (2014), Umusogongero ku Buvanganzo

Nyarwanda , Kigali.

18. VANHOVE J. (1941), Essai de Droit Coutumier du Ruanda, Bruxelles, Librairie Falk fils.

159 | P a g e

Competence

C C M K K 4 0 1 - KISWAHILI KATIKA SEKTA TOFAUTI ZA KAZI

CCMKK401 Kutumia Kiswahili katika sekta tofauti za kazi

Daraja: 4 Masaa yanayofaa

Idadi ya vipindi: 3 30

Idara: Zote

Mikondo: Yote

Wakati ilipoandaliwa:Januari, 2017

Lengo

Moduli hii inaeleza ujuzi na uwezo vinavyostahiliwa ili mwanafunzi aweze:

Kutumia Kiswahili kwa kusikiliza, kusoma, kuzungumza na kuandika katika sekta

tofauti za kazi;

Kutumia istilahi/rejesta kimazungumzo, kwa kuhudumia wateja na wageni wa

kampuni;

Kutumia istilahi/rejesta zitumikazo kimaandishi katika idara mbalimbali za kazi;

Kutumia istilahi/rejesta za utatuzi wa migogoro kazini.

160 | P a g e

Ujuzi wa awali

Ustadi wa kutumia kiswahili wastani

Kitengo na vigezo vya kitengo

Kitengo kinaeleza mategemeo muhimu yanayohitajiwa.

Vigezo vya kitengo vimepangwa kupima ikiwa mwanafunzi anazingatia kitengo ifaavyo.

Mwishoni mwa moduli hii mwanafunzi atakuwa na uwezo wa:

Kitengo Vigezo vya kitengo

1. Kutumia kimazungumzo

istilahi/rejesta zinazohusiana na

kazi.

1.1 Uwezo wa kujitambulisha na kueleza kampuni na

shughuli zake;

1.2 Uwezo wa kupokea wageni/wateja kimazungumzo

kwa kutumia rejesta mahususi;

1.3 Uwezo wa kuambatanisha ishara za mwili na istilahi

mahususi katika lugha ya Kiswhili.

2. Kutumia kimaandishi

istilahi/rejesta zinazohusiana na

kazi.

2.1 Uwezo wa kujaza fomu na kuandaa orodha kama

inavyotakiwa katika idara fulani za kampuni;

2.2 Uwezo wa kuandika na kufahamu maelekeo na

miongozo inayohitajika katika warsha au kampuni

2.3 Uwezo wa kueleza kazi na majina ya nafasi za kazi

katika kampuni.

3. Kutumia istilahi/rejesta za utatuzi wa

migogoro katika kampuni.

3.1 Uwezo wa kueleza migogoro inayoweza kujitokeza

ndani ya kampuni;

3.2 Zingatio la wadau;

3.3 Matumizi ya istilahi za lugha zinazohusiana na utatuzi

wa migogoro ya kampuni.

161 | P a g e

Kitengo

LU 1: Kutumia kimazungmuzo istilahi/rejesta zinazohusiana na kazi.

1

Yanayotegemewa:

4. Uwezo wa kujitambulisha na kueleza kampuni na shughuli zake. 5. Uwezo wa kupokea wageni/wateja kimazungumzo kwa kutumia

rejesta mahususi. 6. Uwezo wa kuambatanisha lugha ya ishara na istilahi mahususi.

Masaa 10

Yanayotegemewa 1.1:Uwezo wa kujitambulisha na kueleza kampuni na shughuli zake

Zoezi la kuigiza:

Msamiati wa

kujitambulisha;

Uchambuzi wa lugha

ya wahusika na tabia

zao;

Muundo wa zoezi la

kujitambulisha na

kuieleza kampuni.

o Kutazama zoezi la kuigiza;

o Kujadili katika makundi;

o Kuigiza mchezo mwenyewe;

o Kutoa mifano ya kujitambulisha na kueleza

kampuni.

- Kanda (CD);

- Mtandao;

- Kamusi ya

Kiswahili;

- Kipazasuti;

- Kinasa-sauti;

- Projekta.

Tathimini Endelezi/Arifu1.1

Vifaa Kazi ya mwanafunzi Yaliyomo

162 | P a g e

Mwongozo wa Tathimini. Tathimini Endelezi/Arifu

Aina za thibitisho Vifaa

Thibitisho simulizi

Kanda ya filamu

Majibizano

Uwasilishaji

Yatakayochunguzwa Matokeo

Ndiyo Bado

Maonyesho: Kujitambulisha na kueleza kampuni na shughuli zake

Tawasifu

Kampuni yake

Shughuli za kampuni

Maoni

Vigezo vya kitengo

Kujitabulisha na kueleza kampuni na shughuli zake

163 | P a g e

Yanayotegemewa 1.2:Uwezo wa kupokea wageni/wateja kimazungumzo kwa kutumia rejesta

mahususi.

Majibizano katika uwanja wa

kazi (Mazungumzo):

Msamiati wa kupokea

wateja;

Uchambuzi wa muundo

wa mazungumzo.

o Kufuata mazungumzo;

o Kubishana juu ya muundo katika

mazungumzo;

o Kuigiza mchezo mwenyewe;

o Kutoa mifano ya kupokea wageni/wateja;

- Kanda (CD);

- Mtandao;

- Kamusi ya Kiswahili;

- Ubao;

- Chaki.

Tathimini Endelezi/Arifu1.2



Thibitisho simulizi

Kanda ya filamu

Majibizano

Usaili


Ndiyo Bado

Maonyesho: Kupokea wageni/wateja kimazungumzo kwa kutumia rejesta mahususi

Msamiati wa mapokezi

Misemo ya nidhamu

Ishara za mwili

Maoni

Vigezo vya kitengo

Kupokea wageni/wateja kimazungumzo kwa kutumia rejesta mahususi


164 | P a g e

Yanayotegemewa 1.3:Uwezo wa kuambatanisha ishara za mwili na istilahi mahususi katika

lugha ya Kiswahili.

Hotuba zilizohifadhiwa:

Msamiati kuhusu istilahi

maalumu;

Uchunguzi wa ishara

zinazotumiwa na mhusika

na zinazoambatanishwa na

masimulizi;

Maoni kulingana na ishara

za mhusika.

o Kufuata hotuba;

o Kuvumbua ishara zinazoambatanishwa

na masimulizi;

o Kutoa maoni kuhusu ishara za mhusika

o Kuwakilisha hotuba kwa kutumia ishara

iwezekanavyo.

- Kanda (CD);

- Mtandao

- Kamusi

- Ubao;

- Chaki.

Tathimini Endelezi /Arifu1.3



Thibitisho simulizi

Kanda ya filamu

Ishara kulingana na wageni

Uchangamfu kulingana na mazingira

Rejesta maalum


Ndiyo Bado

Maonyesho : Kuambatanisha ishara za mwili na istilahi mahususi katika lugha ya Kiswahili.

Ishara kulingana na wageni

Uchangamfu kulingana na mazingira

Vigezo vya kitengo

Kuambatanisha ishara za mwili na istilahi mahususi katika lugha ya

Kiswahili.


165 | P a g e

Rejesta maalum

Maoni

166 | P a g e

Kintengo

LU 2:Kutumia kimaandishi istilahi/rejesta zinazohusiana na kazi

2 Masaa 10

Yanayotegemewa:

1. Uwezo wa kujaza fomu na kuandaa orodha kama inavyotakiwa kwenye idara fulani za kampuni.

2. Ufahamu wa maelekeo na miongozo inayohitajika katika warsha/kampuni.

3. Uwezo wa kueleza kazi na majina ya nafasi za kazi

Yanayotegemewa 2.1:Uwezo wa kujaza fomu na kuandaa orodha kama inavyotakiwa kwenye

idara fulani za kampuni

Makala kuhusu ushirikiano wa

idara tofauti katika kampuni:

Msamiati unaofaa;

Uchambuzi wa makala;

Istilahi mbalimbali katika

makala.

o Kusoma makala;

o Kutambua istilahi za kazi katika makundi;

o Kujaza fomu zinazoshirikisha idara tofauti

katika kampuni.

- Kanda (CD);

- Mtandao

- Kamusi ya

Kiswahili;

- Kipazasauti;

- Kinasa-sauti;

- Ubao na chaki;

- Projekta.


167 | P a g e

Tathimini Endelezi/Arifu 2.1



Thibitisho andishi

Kanda ya filamu

Maswali yakinifu


Ndiyo Bado

Maonyesho : Kujaza fomu na kuandaa orodha kama inavyotakiwa

Rejesta zinazofaa

Walengwa

Maoni

Yanayotegemewa 2.2:Ufahamu wa maelekeo na miongozo inayohitajika katika

warsha/kampuni

Uchunguzi kuhusu

vifaa katika kampuni:

Msamiati;

Utunzaji wa kifaa;

Uhusiano wa kifaa

o Kuchunguza vifaa vya kampuni;

o Kusoma utunzaji wa kifaa;

o Kupatanisha maelekeo, miongozo na

utunzaji;

o Kuhitimisha na kuwasilisha utunzaji wa

- Kanda (CD);

- Mtandao ;

- Kamusi ya

kiswahili;

- Ubao;


Vigezo vya kitengo

Kujaza fomu na kuandaa orodha kama inavyotakiwa

168 | P a g e

na maelekeo au

miongozo;

Maelezo ya kifaa

na jinsi

kinavyotumika.

kifaa fulani. - Chaki.

169 | P a g e




Thibitisho andishi

Kanda ya filamu

Maswali yakinifu


Ndiyo Bado

Maonyesho: Kuandika na kufahamu maelekeo na miongozo inayohitajika katika warsha

Rejesta zinazofaa

Lugha sanifu

Maoni

Yanayotegemewa 2.2:Kueleza kazi na majina ya nafasi za kazi katika kampuni

Makala ya kazi

mbalimbali :

Msamiati;

Kazi zipatikanapo;

Majina ya kazi;

o Kusoma makala kwa kimya;

o Kusoma katika makundi;

o Kusoma kwa sauti;

o Kueleza kazi zipatikapo;

o Kutoa majina ya wafanyakazi.

- Vitabu vya habari za

kiswahili;

- Kanda (CD);

- projekta;

- Mtandao ;

- Kamusi ya

kiswahili;


Vigezo vya kitengo

Kuandika na kufahamu maelekeo na miongozo inayohitajika katika

warsha/kampuni

170 | P a g e

Majina ya nafasi za

kazi.

- Ubao;

- Chaki;




Thibitisho simulizi

Thibitisho andishi

Kanda ya filamu

Maswali yakinifu

Uwasilishaji


Ndiyo Bado

Maonyesho :Kueleza kazi na majina ya nafasi za kazi katika kampuni.

Kazi muhimu katika kampuni fulani

Majina ya nafasi za kazi katika kampuni

Maoni

Vigezo vya kitengo

Kueleza kazi na majina ya nafasi za kazi katika kampuni.

171 | P a g e

Kitengo

LU 3:Kutumia istilahi/rejesta za utatuzi wa migogoro katika kampuni.

3

Yanayotegemewa:

1. Uwezo wa kueleza migogoro inayoweza kujitokeza katika kampuni

2. Zingatio la wadau. 3. Matumizi ya istilahi za lugha zinazohusiana na utatuzi wa

migogoro kampuni. Masaa 10

Yanayotegemewa 3.1:Uwezo wa kueleza migogoro inayoweza kujitokeza katika kampuni

Tabaka mbalimbali

katika kampuni:

Viongozi;

Wafanyakazi;

Wateja/wageni;

o Kutoa migogoro inayoweza kujitokeza

baina ya tabaka hizo;

o Kutoa wajibu wa kila wadau;

o Kutoa mbinu za utatuzi;

- Kanda (CD) ;

- Mtandao ;

- Kamusi ya Kiswahili ;

- Kipazasuti ;

- Kinasa-sauti ;

- Projekta.

Tathimini Endelezi /Arifu 3.1


Vigezo vya kitengo

Kueleza migogoro inayoweza kujitokeza katika kampuni


172 | P a g e


Thibitisho simulizi

Kanda ya filamu

Majibizano

Usaili

Uwasilishaji


Ndiyo Bado

Maonyesho : Kueleza migogoro inayoweza kujitokeza katika kampuni

Aina za migogoro

Majina ya migogoro

Maoni

Yanayotegemewa 3.2:Zingatio la wadau

Kifungu cha habari

kuhusu wadau:

Msamiati;

Wadau;

Mazingira ya wadau

(mahali na wakati).

o Kutoa tabia za wadau;

o Kutoa hisia za wadau;

o Uchambuzi wa mandhari.

- Vitabu vya vifungu

vya habari;

- Kanda (CD);

- Mtandao ;

- Kamusi ya Kiswahili;

- Ubao

- Chaki


173 | P a g e




Thibitisho simulizi

Thibitisho andishi

Kanda ya filamu

Majibizano

Uwasilishaji


Ndiyo Bado

Maonyesho : Zingatio la wadau

Istilahi ya hisia za wadau

Istilahi ya tabia za wadau

Maoni

Yanayotegemewa 3.3:Matumizi ya istilahi za lugha zinazohusiana na utatuzi wa migogoro

ya kampuni.

Kifungu cha habari (kuhusu

migogoro au ajali kazini):

Msamiati;

Istilahi kuhusu migogoro;

Istilahi kuhusu utatuzi wa

migogoro.

o Kusoma kifungu cha habari;

o Kutoa jedwali la migogoro na istilahi

zinazotumiwa;

o Kutoa istilahi kuhusu utatuzi wa

migogoro;

o Kuigiza utatuzi wa migogoro kwa

- Kifungu cha habari;

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki


Vigezo vya kitengo

Zingatio la wadau

174 | P a g e

kutumia istilahi zinazofaa.




Thibitisho simulizi

Kanda ya filamu

Majibizano

Uwasilishaji


Ndiyo Bado

Maonyesho : Matumizi ya istilahi za lugha zinazohusiana na utatuzi wa migogoro kampuni

Istilahi za kueleza migogoro

Istilahi za utatuzi wa migogoro

Maoni

Vigezo vya kitengo

Matumizi ya istilahi za lugha zinazohusiana na utatuzi wa migogoro ya

kampuni

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Marejeo:

1. BAKITA (2005) Istilahi za Kiswahili: Dar-es- Salaam

2. TUKI (2004), Kamusi ya Kiswahili Sanifu. Dar Es Salaam: Oxford University Press

3. Wamitila,K.W.(2003), Kamusi ya Fasihi, Istilahi na Nadharia. Nairobi: Focas Book

4. Hassan O. Ali& Ali Mazrui (2004). Teach yourself Swahili.Nairobi: Oxford University

Press.

5. Niyomugabo.C. (2013) Mafunzo ya Kiswahili, kitabu cha mwanafunzi, Kidato cha tano,

fountain Publisher Rwanda Kigali

6. Sager.J.C. (1990) Practical course in Terminology Processing: Amsterdam and

Philadelphia.

7. Niyomugabo.C. (2013) Mafunzo ya Kiswahili, Kitabu cha mwanafunzi, kidato cha sita,

Fountain Publisher Rwanda, Kigali

176 | P a g e

Competence

C C M B P 4 0 1 - BUSINESS PLAN DEVELOPMENT

CCMBP401 Develop a business plan


Credits: 3

Sector: All 30

Sub-sector: All


Purpose statement

This module covers the skills, knowledge and attitude to develop a business plan which is

linked to organizational strategic outcomes and facilitates the achievement of service

delivery. The module will allow the learner to identify elements of business plan, develop

business plan in line with the identified elements, establish strategies to monitor, evaluate

and update the business plan (Contingency plan) and present a business plan.

177 | P a g e


Not applicable







1. Identify elements of business plan 1.1 Proper analysis of business environment in accordance with identified business idea.

1.2 Appropriate conduct of business feasibility study in line with business environment analysis results

1.3 Correct definition of business plan elements

2. Write a business plan in line with the identified elements

2.1 Proper description of the business in accordance with business environment analysis results

2.2 Proper design of business production plan in line with results from business environment analysis

2.3 Clear design of marketing plan in line with market feasibility study and business products

2.4 Accurate develop of business staffing requirement plan in line with business activities

2.5 Proper design of business financial plan in line with business needs

2. Establish strategies to monitor, evaluate and update the business plan- contingency plan

3.1 Clear identification of risk in accordance with business environment

3.2 Accurate assessment of risk associated to the business in line with the business plan developed

3.3 Clear explanation of business contingency plan concepts

3.4 Accurate development of contingency plan in accordance of assessed risks

4. Present a business plan

1.1 Accurate preparation of business plan presentation in accordance with business plan Clearly explain Clear different ways to present the business plan

1.2 Appropriate presentation of a business plan 1.3 Present a business plan

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Learning Outcome 1.1: Analyse business environment in accordance with identified business

idea.

Meaning of business environment

Meaning of business situation

Types of business environment.

Internal environment

Financial resources

Assets

Human resources

Technological resources

External environment

Suppliers of Inputs

Customers

Marketing Intermediaries

Competitors

Publics

Economic environment

Social and Cultural environment

Political and Legal environment

o Brainstorming

o Questions and answers

o Story telling

o Problem solving

o Role play

o Practical exercise

- Flipchart

- Marker pen

- Internet

- Reference books

- Case studies

- scenarios

- SWOT analysis

template

- Industry trends

analysis

template

Learning unit

LU 1: Identify elements of business plan.

1

Learning Outcomes:

1. Analyze business environment in accordance with identified business idea.

2. Conduct business feasibility study in line with business environment analysis results

3. Define elements of business plan 4 Hours


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Technical environment

Demographical environment

Natural environment

Learning Outcome 1.1: Analyse business environment in accordance with identified business

idea. (Cont’d)

Current industrial trends analysis:

Industry rivalry (Degree of

competition among existing

firms)

Treat of substitutes (products

or services)

Bargaining power of buyers

Bargaining power of suppliers

Barriers to entry (threat of new

entrants)

SWOT analysis of the business

o Brainstorming


o Story telling

o Problem solving

o Role play


- Flipchart

- Marker pen

- Internet

- Reference books

- Case studies

- scenarios

- SWOT analysis template

- Industry trends analysis

template





Written evidence

Oral evidence

Product evidence

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist A produced industrial analysis


Proper analysis of business environment in accordance with identified

business idea.


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Checklist Score

Yes No

Indicator: Business environment in accordance with identified business idea is analyzed

Meaning of business environment explained

Meaning of business situation

Indicator: Types of business environment explained

Internal environment

Financial resources

Assets

Human resources

Technological resources

External environment

Suppliers of Inputs

Customers

Marketing Intermediaries

Competitors

Publics

Economic environment

Social and Cultural environment

Political and Legal environment

Technical environment

Demographical environment

Natural environment

Indicator: Current industrial trends analysis applied

Industry rivalry (Degree of competition among existing firms)

Treat of substitutes (products or services)

Bargaining power of buyers

Bargaining power of suppliers

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Barriers to entry (threat of new entrants)

Indicator: SWOT analysis of the business explained

Observation

Learning Outcome 1.2: Conduct business feasibility study in line with business environment

analysis results

Meaning of business feasibility study

Purpose of business feasibility study

Components of business feasibility

study

Product feasibility

Market feasibility

Organizational feasibility

Financial feasibility

Recommendations and conclusion

Steps involved in feasibility analysis

Step 1. Conduct a preliminary

analysis

Step 2. Prepare a projected income

statement

Step 3. Conduct a market survey

Step 4. Plan business organization

and operations

Step 5. Prepare an opening day

balance sheet

Step 6. Review and analyze all data

Step 7. Make "go/no go" decision

o Brainstorming


o Problem solving

o Story telling


- Flipchart

- Marker pen

- Pen

- Internet

- Reference books

- Case studies

- scenarios

- Feasibility study

template


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Written

Product evidence

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Problem solving A produced business feasibility study.

Checklist Score

Yes No

Indicator: business feasibility study in line with business environment analysis results are

conducted

Meaning of business feasibility study

Purpose of business feasibility study

Components of business feasibility study identified

Product feasibility

Market feasibility

Organizational feasibility

Financial feasibility

Recommendations and conclusion

Performing steps involved in feasibility analysis explained

Steps involved in feasibility analysis

Step 1. Conduct a preliminary analysis

Step 2. Prepare a projected income statement

Step 3. Conduct a market survey

Step 4. Plan business organization and operations

Step 5. Prepare an opening day balance sheet


Appropriately conduct business feasibility study in line with business

environment analysis results

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Step 6. Review and analyze all data

Step 7. Make "go/no go" decision

Observation

Learning Outcome 1.3: Define elements of business plan

Meaning of the term business plan

Difference between business plan and project plan

Importance of the business plan

The needs of the business plan Internal use External use

Elements of business plan Title/cover Page Executive Summary Description of the business Production plan Marketing plan Business staff plan Financial plan

Risk associated to the business Meaning of business risk Types of risks associated to

the business activities

o Brainstorming o Questions and answers o Story telling o Problem solving

- Flipchart - Marker pen - Pen - Internet - Reference books - Case studies - scenarios



Correctly define elements of business plan


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Written

Performance

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion

Checklist Score

Yes No

Indicator: elements of business plan are defined

Meaning of the term business plan

Importance of the business plan

The needs of the business plan

Internal use

External use

Indicator: Elements of business plan identified

Title/cover Page

Executive Summary

Description of the business

Production plan

Marketing plan

Business staff plan

Financial plan

Risk associated to the business identified

Meaning of business risk

Types of risks associated to the business activities

Observation

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Learning unit

LU 2: Write a business plan in line with the identified elements

2

Learning Outcomes:

1. Describe the business 2. Design business production plan in line with results from business

environment analysis 3. Design marketing plan in line with market feasibility study and

business products 4. Design business staff in line with business activities 5. Develop business financial plan in line with business needs 20 Hours

Learning Outcome 2.1: Describe the business

Title Page Business name Business logo Product mark Address Name of person who developed the

business In which month and year plan is

issued.

Executive summary the name and location of the

business Type of business to be done the industry/market of the business the uniqueness of the

products/services and what proprietary rights of the business

the current stage of development for the venture

the legal form of the organization and why

the key management personnel

o Oral presentation o Brainstorming o Questions and answers o Practical exercise

- Flipchart - Marker pen - Pen - Internet - Reference books - Case studies - Business plan template

Including questions that guiding trainee to write a business plan


186 | P a g e

and what skills do they have that will help the business

Learning Outcome 2.1: Describe the business (Cont’d)

Executive summary (Cont’d) Projection of sales the break-even Who is requesting the funds For what purpose are the funds

being requested the expected benefits of this

investment to your company funds repayment collateral to be used to secure a

loan the business financial milestones

Description of the business The rationale of the business idea Structure of the business What is the type of the business

(Manufacturing? Services? Construction?

Business mission Business vision Business objectives Competitive advantage of the

business


- Flipchart - Marker pen - Pen - Internet - Reference books - Case studies - Business plan template

Including questions that guiding trainee to write a business plan





Proper description of the business in accordance with business environment

analysis results


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Written evidence

Oral

Product

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist A produced business caver page and description of the business.

Checklist Score

Yes No

Indicator: business is described

Title Page

Business name

Business logo

Product mark

Address

Name of person who developed the business

In which month and year plan is issued.

Executive summary

the name and location of the business

Type of business to be done

the industry/market of the business

the uniqueness of the products/services and what proprietary rights of the business



the legal form of the organization and why

the key management personnel and what skills do they have that will help the business

Projection of sales

the break-even

Who is requesting the funds

For what purpose are the funds being requested

the expected benefits of this investment to your company

funds repayment

collateral to be used to secure a loan

the business financial milestones

Description of the business are identified

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The rationale of the business idea

Structure of the business

What is the type of the business (Manufacturing? Services? Construction?

Business mission

Business vision

Business objectives

Competitive advantage of the business

Observation

Learning Outcome 2.2: Design business production plan in line with results from business

environment analysis

Product design Branding and Packaging

Business premises and plant location Location and reason of the choice House or land for the production

Equipment and machinery required types, quality and quantity for the

production

Production planning process under which the

production will pass through

Raw materials The amount of raw materials

needed to produce a given quantity of product

Amount of each ingredient that will be needed to formulate a batch/set of product

Competing technologies the technology to be used during

the production process technologies that should be

developed by other and affect your business


- Flipchart - Marker pen - Pen - Internet - Reference books - Case studies - Business plan

template Including questions that guiding trainee to write a business plan


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Learning Outcome 2.2: Design business production plan in line with results from business

environment analysis (Cont’d)

Manufacturing and operations the cost of manufacturing Reduction of the manufacturing cost

Quality control and ongoing service plan to avoid defects or imperfections

of products Monitoring or inspection that you

intend to build into the production process

strategies will you use to satisfy the customer changing preferences

Labour requirements Types of workers needed during

production process the required skills of each workers

Operations The design of your production

operations

Utilities and office consumables Consumables needed in the

production

Packaging equipment required Types of materials that you will use to

package your product Source of supply and the quantity

needed The terms and conditions of suppliers

Importance of business product








Proper designing of business production plan in line with results from

business environment analysis


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Written evidence

Oral

Product

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist A produced production plan of the business.

Checklist Score

Yes No

Indicator : Design business production plan in line with results from business environment

analysis are designed Product design

Identification of business premises and plant location

Estimation of equipment and machinery required

Designing production planning

Estimation of raw materials

Setting competing technologies

Manufacturing and operations

Quality control and ongoing service

Labour requirements

Operations

Utilities and office consumables

Packaging equipment required

Importance of business product

Observation

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Learning Outcome 2.3: Design marketing plan in line with market feasibility study and business

products

Market research (Customer description)

Market Analysis Geographical location of the customers The size of the different market

segments? The current and past trends affecting the

market you plan to enter

Competition analysis Major competitors the SWOT of your competitors Use their weakness to compete them strategy to address the threats

Target market core customer group of customers that made you to start

your business

Marketing objectives market share The level of sales Market intermediaries

Product description Product positioning the proportions of sales revenue for each

type of product/service Economic value of your products/services

Price of products/services

Place Where will you locate your business and

why At which market will you sell your

product? What is channel of distribution of your

product

Promotion How will you communicate to customers

the availability of your product How will you offer discount to customer

o Oral presentation

o Brainstorming



- Flipchart

- Marker pen

- Pen

- Internet

- Reference books

- Case studies

- Business plan

template Including

questions that

guiding trainee to

write a business

plan


192 | P a g e

Learning Outcome 2.3: Design marketing plan in line with market feasibility study and

business products (Cont’d)

Market Strategies What will be the partners of your

business How will you manage your

customers How will you increase market

share

Ongoing marketing evaluation What methods will you use to

track customer satisfaction What methods will you use to

track the effectiveness of your marketing activities

What communication will you use to get feedback from customers

Marketing budget What will be the cost of

marketing activities

- Oral presentation

- Brainstorming

- Questions and answers

- Practical exercise

- Flipchart

- Marker pen

- Pen

- Internet

- Reference books

- Case studies

- Business plan

template Including

questions that guiding

trainee to write a

business plan





Written evidence

Oral

Product

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist A produced marketing plan of the business plan.


Clearly design marketing plan in line with market feasibility study and

business products


193 | P a g e

Checklist Score

Yes No

Indicator: Marketing plan in line with market feasibility study and business products are designed

Market research Target market Marketing objectives Product description Price Place Promotion Market Strategies Ongoing marketing evaluation Marketing budget

Observation

Learning Outcome 2.4: Design business staff in line with business activities

Job analysis What are the business

activities

Job description How each task will be

performed

Job specifications What are the

performance requirements to a specific task

Organizational structure What is the hierarchy of

the staff





194 | P a g e





Written evidence

Oral

Product

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist A produced developed business staff.

Checklist Score

Yes No

Indicator: business staff in line with business activities are designed Job analysis designed

Job description designed

Job specifications designed

Organizational structure designed

Observation


Accurately develop business requirements in terms of staffing in line with

business activities

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Learning Outcome 2.5: Develop business financial plan in line with business needs

Total cost

Start-up requirements plan Cost items (What are the cost

items your business will need in its first year of implementation

Cost : how much each item cost Source of funds: what are the

source of fund: What is the share owner

Projected cash flow statement for the first three years what is the estimated profit in three years?) Details Period of twelve months

Projected Income: Profit & Loss statement for the first three years How your business will vary in

term of income for 3 years

Projected balance sheet for the first three years What will be the financial

position of your business in the first three years

Liquidity ration What is the business ability to

pay its short term obligations

Debt Equity ratio

Return of investment ratio What is profitability percentages

on business performance How efficiently the company will

use their total assets base to generate sales

Breakeven point At which point your business,

product will become financially viable

Payback period At which period the business

will cover cash invested on its asset

Projected sales plan


- Flipchart - Marker pen - Pen - Internet - Reference

books - Case studies - Business plan



196 | P a g e

Loan payment plan





Written evidence

Oral

Product

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist A produced business financial plan.

Checklist Score

Yes No

Indicator: business financial plan in line with business needs are developed Total cost

Start-up requirements plan

Projected Income (Profit & Loss) statement for the first three years

Projected balance sheet for the first three years

Projected cash flow statement for the first three years

Liquidity ration

Debt Equity ratio

Return of investment ratio


Properly design business financial plan in line with business needs

197 | P a g e

Breakeven point

Payback period

Projected sales plan

Loan payment plan

Observation

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Learning Outcome 3.1: Analyse risk in accordance with business environment

Meaning of Monitoring, Evaluation and Updating business plan

Important tools used in updating business plan CANVAS model Marketing plan review

Importance of Monitoring and Evaluation

Steps involved in risk analysis. Identify threats Financial Technical Political Natural Structural Threats identification

tools: SWOT Analysis PESTEL Analysis

Estimate risks (Quantitative and

o Oral presentation

o Brainstorming



- Flipchart

- Marker pen

- Pen

- Internet

- Reference books

- Case studies

- Risk analysis

template

LU 3: Establish strategies to monitor evaluate and update the business plan (Contingency plan).

3

Learning Outcomes:

1. Analyze risk in accordance with business environment 2. Assess identified risks in accordance with business plan

developed 3. Explain business contingency plan concepts 4. Development contingency plan in accordance of assessed risks

3 Hours


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Qualitative risk estimation)

Risk estimation tools: Risk impact chart Probability chart





Written evidence

Oral

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist

Checklist Score

Yes No

Indicator: risk in accordance with business environment is analyzed

Meaning of monitoring, evaluation and updating business plan

Important tools used in updating business plan

Meaning of risk analysis

Importance of risk analysis

Steps involved in risk analysis

Steps involved in risk analysis

Observation


Clearly identified risk in accordance with business environment

200 | P a g e

Learning Outcome 3.2: Assess identified risks in accordance with business plan developed

Factors influencing risks assessment

SWOT analysis

What factors are critical for

the success of your plan?

What risk does your plan

should face?

Analyze the source of the

risk, the probability of it

happening and the effects

What measures can you

take to avoid these risks?

Define operational plan

PESTEL analysis

What factors are critical

for the success of your

plan in relation with

politics, economy, social,

technological,

environment and legal

What measures can you

take to avoid these risks


o Brainstorming

o Oral presentation

o Group discussion

o Documentary research

o Internet research



- Flipchart

- Markers

- Pen

- Internet

- Reference books

- Case studies

- Business plan

- Computer





Accurately assess risk associated to the business in line with the business

plan developed


201 | P a g e


Written evidence

Oral


Checklist Score

Yes No

Indicator: Assess identified risks in accordance with business plan are developed

Factors influencing risks assessment identified

SWOT analysis

What factors are critical for the success of your plan?

What risk does your plan should face?

Analyze the source of the risk, the probability of it happening and the effects

What measures can you take to avoid these risks?


PESTEL analysis

What factors are critical for the success of your plan in relation with politics,

economy, social, technological, environment and legal

What measures can you take to avoid these risks

operational plan defined

Observation

Learning Outcome 3.3: Explain business contingency plan concepts

Meaning of contingency plan

Purpose of contingency plan

Importance of contingency plan

o Brainstorming on identifying

meaning of key words

o Oral presentation

- Flipchart

- Markers

- Pen


202 | P a g e

Types of business contingency plan o Group discussion



o Internet research

- Internet

- Reference books

- Case studies

- Business plan

- Computer





Written evidence

Oral

Product

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist A produced schedule

Checklist Score

Yes No

Indicator : business contingency plan concepts are explained Meaning of contingency plan

Purpose of contingency plan

Importance of contingency plan

Types of business contingency plan

Observation


Briefly explain business contingency plan concepts

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Learning Outcome 3.4: Development contingency plan in accordance of assessed risks

Steps involved in contingency plan

Identifying requirements related to

specific contingency plan

Cost Calculation of requirements

identified

Appreciation of company capacity

to cover risks identified

Decide choice to undertake

Adaptation

Complementarity

Abandon

Specific strategies to make the

contingency plan operational

Describe the risk statement

Define the protocol

o Brainstorming

o Oral presentation

o Group discussion


o Internet research



- Flipchart

- Markers

- Pen

- Internet

- Reference books

- Case studies

- Role play scenarios

- Business plan

- Computer





Written evidence

Oral

Product

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist A produced contingency


Accurate development of contingency plan in accordance of assessed risks


204 | P a g e

Checklist Score

Yes No

Indicator: A Development contingency plan in accordance of assessed risks are explained

Steps involved in contingency plan

Identifying requirements related to specific contingency plan

Cost Calculation of requirements identified

Appreciation of company capacity to cover risks identified

Decide choice to undertake

Specific strategies to make the contingency plan operational

the risk statement described

the protocol defined

Observation

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Learning unit

LU 4: Present a business plan

4

Learning Outcomes:

1. Explain different ways to present the business plan 2. Explain different ways to present the business plan 3. Present a business plan

3 Hours

Learning Outcome 4.1: Explain different ways to present the business plan

Purpose of business plan presentation Financing support Strategic orientation Attracting investors

Types of preparation required Content preparation Material preparation Psychological preparation

Steps involved in preparation of business plan presentation

Analyze your audience Select a topic Define the objective of the presentation

of business plan. Prepare the body of the business plan to

be presented and anticipate the questions from audience

Prepare the suggestions and conclusion. Practice delivering the presentation of

business plan

Presentation content Business idea Market

o Brainstorming

o Group discussion



- Flipchart

- Markers

- Pen

- Internet

- Reference books

- Case studies

- play scenarios

- Computer


206 | P a g e

Marketing strategy





Written evidence

Oral

Product

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist A produced presentation of business plan

Checklist Score

Yes No

Indicator: different ways to present the business plan are explained

Purpose of business plan presentation

Financing support Strategic orientation

Attracting investors Types of preparation required

Content preparation

Material preparation

Psychological preparation

Steps involved in preparation of business plan presentation Analyze your audience

Select a topic Define the objective of the presentation of business plan

Prepare the body of the business plan to be presented and anticipate the questions from audience


Accurately prepare of business plan presentation in accordance with business

plan

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Prepare the suggestions and conclusion.

Practice delivering the presentation of business plan

Presentation content explained

Business idea

Market Marketing strategy

Observation


Learning Outcome 4.2: Explain different ways to present the business plan

The business plan shall be presented

shareholder

stakeholder

Procedures involved in business plan

presentation

Connect with your audience

Business like

Simple language

Presentation touch at a

personal level

Paint a picture in your audience’ minds

Pick out great images and

visual

Lasting impression

Put credibly content

Use statistics and data

Charts

Graph

o Brainstorming Questions

and answers

o Group discussion

o Role play

- Flipchart

- Markers

- Pen

- Internet

- Reference books

- Case studies

- scenarios

- Computer

- Internet


Clearly explain different ways to present the business plan


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Written evidence

Oral


Checklist Score

Yes No

Indicator: different ways to present the business plan are explained

The business plan shall be presented

Shareholder

stakeholder

Procedures involved in business plan presentation

Connect with your audience

Business like

Simple language

Presentation touch at a personal level

Paint a picture in your audience’ minds

Pick out great images and visual

Lasting impression

Put credibly content

Use statistics and data

Charts

Observation

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Learning Outcome 4.3: Present a business plan

Techniques to present your business plan Only write key points Don’t read them, speak about

them Use visualization, pictures,

symbols, colours, tables Short, concise, come to the point,

not more than 10 min. React positive to questions Use body language, voice,

appearance Try to convince

Integrating comments, suggestions and remarks in the business plan

Planning to maintain and enforce relationship with stakeholders (audience) for further collaboration

o Brainstorming o Group discussion o Questions and answers o Role play

o Internet o Reference books o Case studies o scenarios o Computer o Internet





Written evidence

Oral

Performance

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist Video Photos


Appropriately present a business plan


210 | P a g e

Checklist Score

Yes No

Indicator: Present a business plan explained Techniques to present your business plan explained

Integrating comments, suggestions and remarks in the business plan explained

Planning to maintain and enforce relationship with stakeholders (audience) for

further collaboration explained

Observation

References:

1. Omagor, P. a. (2010). Entrepreneurship education for advanced level students.

2. Ssempijja, M. (2011). Entrepreneurship education for advanced level and business

institutions, third edition. Uganda: Kyambogo University.

3. SANGSTER, F. W. (2005). Bussiness accounting, tenth edition. UK: Pearson Education

Limited.

4. Read more: http://www.businessdictionary.com/definition/breakeven-point.html

http://www.businessdictionary.com/definition/breakeven-point.html

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Competence

C C M Q S 4 0 1 - PROVIDING QUALITY CUSTOMER SERVICE

CCMQS401 Provide quality customer service


Credits: 3 30

Sector: All

Sub-sector: All


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.

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Moreover, the trainee will also develop and use communication techniques intended for the management of the complaints and ways of recording customer information.


Not applicable

Elements of competency and perfomance 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.

1.1. Determination and clarification of customer preferences, needs and expectations.

1.2. Proper offering of accurate information about appropriate products and services to customers to meet their needs and expectations.

1.3. 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.

1.4. Offering possible extras and add-ons appropriately and provision of personalized and additional services and products where appropriate.

1.5. 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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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

3.1 Proper determination and record of customer information where appropriate to provide personalized service.

3.2 Perfect development and maintaining of knowledge of organization promotional initiatives and implementation where appropriate.

3.3 Proactive provision of enhanced products and services to clients and customers based on client information.

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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.

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


Learning unit

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


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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





Proper identification of opportunities and use of formal and informal

research to develop and maintain knowledge of products and services.


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Written evidence

Multiple choice True or false question Matching Sentence completion Ticking Essay (short responses / extended responses)

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

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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.

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.




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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.)


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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.







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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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

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



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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

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.



Effective sharing of market, product and service knowledge obtained with

colleagues to enhance the effectiveness of the team.

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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






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


Suggestion of ideas to appropriate person for product and service

adjustments to meet customer needs for future planning according to

organization policy.

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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


Learning unit

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


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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 needs and preferences

Identification of the importance of researching customers needs and

preferences

Observation


Proper determination and clarification of customer preferences, needs

and expectations.

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Learning Outcome 2.2: Offer accurate information about appropriate products and

services to customers to meet their needs and expectations.

Needs and expectations of customers on products and services

General features Special features Benefits Disadvantages Price Special offers Availability How to purchase or

order

o Experience sharing o Brainstorming o Presentation by trainer o Individual reflection o Large group discussion o Role play






Written evidence

Oral evidence




Proper offering of accurate information about appropriate products and

services to customers to meet their needs and expectations.


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Checklist Score

Yes No

Information about products and services to customers

Observation

Learning Outcome 2.3: 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.

Steps to anticipate customer needs and preferences

Timely customer service

Importance of timely customer service

o Role play o Simulation o Brainstorming






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.


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Written evidence

Oral evidence



Checklist Score

Yes No

Application of steps to anticipate customer needs and preferences

Identification of the importance of timely customer service

Observation

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Learning Outcome 2.4: Offer possible extras and add-ons appropriately and provide

personalized and additional services and products where appropriate.

Importance of offering extras and add-ons

Ways to improve customer service

Promoting products and services

Displays Promotions special offers and

deals menus and specials word of mouth up-selling.

Selling techniques: Serving Helping Advising building rapport with

customers

arousing interest.

o Brainstorming o Presentation by trainer o Individual reflection o Large group discussion o Question and answer o Debate

- Reference books - Online materials - Scholarly materials





Written evidence

Oral evidence



Offering possible extras and add-ons appropriately and provision of

personalized and additional services and products where appropriate.


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Checklist Score

Yes No

Identification of the importance of offering extras and add-ons

Identification of ways to improve customer service

Provision of personalized and additional services

Observation

Learning Outcome 2.5: 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.

Importance of offering extras and add-ons

Ways to improve customer service

Promoting products and services

Displays Promotions special offers and

deals menus and specials word of mouth up-selling.

Selling techniques: Serving Helping Advising building rapport with

o Large group discussion o Question and answer o Debate o Observation o Role play

- Reference books - Online materials - Scholarly materials - Role play scenario


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customers arousing interest.





Written evidence

Oral evidence



Checklist Score

Yes No

Identification of methods to promote products and services

Application of selling techniques

Observation


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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Learning unit

LU 3: Deal with complaints and difficult customer service situations.

3

Learning Outcomes:

1. Use 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 assess the impact on the customer of the situation.

2. Use communication techniques to assist in the management of the complaint and handle the situation sensitively, courteously and discreetly.

3. Determine possible options to resolve the complaint and promptly analyse and decide on the best solution, taking into account any organisation constraints

4. Use techniques to turn complaints into opportunities to demonstrate high quality customer service.

5. Provide feedback on complaints to appropriate personnel in order to avoid future occurrence

6. Reflect on and evaluate complaint and solution to enhance response to future complaints or difficult service situations.

9 Hours

Learning Outcome 3.1: Use 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 assess the impact on the customer of the situation.

Questioning techniques

When and when not to use questioning techniques

Complaints or difficult customer service situations

o Small group discussion o Individual work o Role play o Simulation



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Written evidence

Oral evidence



Checklist Score

Yes No

Identification of questioning techniques

Application of questioning techniques while dealing with difficult customer

service situations

Observation


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.

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Learning Outcome 3.2: Use communication techniques to assist in the management of

the complaint and handle the situation sensitively, courteously and discreetly.

Communication techniques Listening and active

listening Asking questions to

gain information, clarify ambiguities and adequately understand requirements

Rephrasing and repeating questions, requests and statements to confirm that they have been correctly understood

Empathizing with the customer's situation while upholding organisation policy

Non-verbal communication and recognition of non-verbal signs

Using communication techniques appropriate to different social and cultural groups

Ability to speak clearly, be understood and use appropriate language, style and tone.

o Group work o Presentation o Brainstorming o Role play



234 | P a g e






Role play

Checklist Score

Yes No

Application of communication techniques while handling customer complaints

Observation


Effective use of communication techniques to assist in the management of

the complaint and handle the situation sensitively, courteously and discreetly

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Learning Outcome 3.3: Determine possible options to resolve the complaint and promptly

analyse and decide on the best solution, taking into account any organisation constraints..

Organisation

constraints

Emotional and logical aspects of complaints.

Methods to manage and reduce stress when resolving complaints

Proactive complaint handling

- Small group discussion - Individual work - Role play






Written evidence

Oral evidence



Checklist Score

Yes No

Identification of organization constraints

Determination of emotional and logical aspects of complaints

Application of methods to manage and reduce stress while handling complaints


Proper determination of possible options to resolve the complaint and

prompt analysis and decision on the best solution, taking into account any

organization constraints.


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Observation

Learning Outcome 3.4: Use techniques to turn complaints into opportunities to

demonstrate high quality customer service.

Methods of transforming complaints into additional service opportunities

High quality customer service

o Individual work o Debate o Discussion o Role play

- Reference books - Online materials - Scholarly materials - Role play scenario





Written evidence

Oral evidence




Where appropriate, proper use of techniques to turn complaints into

opportunities to demonstrate high quality customer service.


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Checklist Score

Yes No

Use of techniques of transforming complaints into opportunities

Observation

Learning Outcome 3.5: Provide feedback on complaints to appropriate personnel in order

to avoid future occurrence

The importance of feedback on customer complaints

Effective feedback giving

o Group work o Presentation o Brainstorming o Role play






Written evidence

Oral evidence




Effective provision of feedback on complaints to appropriate personnel in

order to avoid future occurrence.


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Role play

Checklist Score

Yes No

Identification of the importance of feedback on customer complaints

Effective feedback giving

Observation

Learning Outcome 3.6: Reflect on and evaluate complaint and solution to enhance

response to future complaints or difficult service situations.

Complaint analysis May include:

Tools of analyzing customer complaints

Customer complaint checklist

Customer satisfaction

o Individual work o Debate o Discussion o Pair work






Reflection and evaluation of complaint and solution to enhance response

to future complaints or difficult service situations.


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Written evidence

Oral evidence

Product evidence


Checklist Score

Yes No

Tools of analyzing customer complaints

Process to solve customer complaint to enhance response to future complaints

or difficult service situations

Observation

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Learning Outcome 4.1: Determine and record customer information where appropriate to

provide personalised service.

Customer information

Collecting customer information

Storing information

Maintaining customer information

o Brainstorming o Large group discussion o Individual reflection o Pair work


Learning unit

LU 4: Manage and use information about clients and customers.

4

Learning Outcomes:

1. Determine and record customer information where appropriate to provide personalised service

2. Develop and maintain knowledge of organisation promotional initiatives and implement where appropriate

3. Proactively provide enhanced products and services to clients and customers based on client information.

2 Hours


241 | P a g e





Written evidence

Oral evidence



Checklist Score

Yes No

Identification of types of customer information

Application of techniques of collecting customer information

Identification of means of storing and maintaining customer information

Observation


Proper determination and record of customer information where

appropriate to provide personalized service.

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Learning Outcome 4.2: Develop and maintain knowledge of organisation promotional

initiatives and implement where appropriate.

Importance of promotional activities

Types of promotional activities

Steps to successfully implement organisation promotional initiatives

o Brainstorming o Large group discussion o Individual reflection o Pair work o Small group activity






Written evidence

Oral evidence


Checklist Score

Yes No

Identification of the importance of promotional activities

Identification of steps to successfully implement organization promotional

initiatives

Observation


Perfect development and maintaining of knowledge of organization

promotional initiatives and implementation where appropriate.


243 | P a g e

Learning Outcome 4.3: Proactively provide enhanced products and services to clients and

customers based on client information.

Using stored customer information

The impact of enhanced products and services

Systems and methods of providing enhanced products and services

o Large group discussion o Individual reflection o Pair work o Small group activity o Presentation by trainer o Experience sharing

- - Reference books - Online materials - Scholarly materials





Written evidence

Oral evidence


Checklist Score

Yes No

Identification of the impact of enhanced products and services

Identification of Systems and methods of providing enhanced products and services

Observation


Proactive provision of enhanced products and services to clients and

customers based on client information.


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References:

2. Solomon, Micah (4 March 2010). "Seven Keys to Building Customer Loyalty--and Company

Profits"

3. Dall, Michael; Bailine, Adam (2004). Service this: Winning the war against customer disservice

(1st ed.). Last Chapter First. ISBN 0-9753719-0-8.

4. https://www.dalecarnegie.com/events/transforming_customer_complaints_into_opportunities/

5. https://www.customersure.com/blog/customer-complaints-online/

http://www.fastcompany.com/1570793/seven-keys-building-customer-loyalty-and-company-profits

http://www.fastcompany.com/1570793/seven-keys-building-customer-loyalty-and-company-profits

https://en.wikipedia.org/wiki/International_Standard_Book_Number

https://en.wikipedia.org/wiki/Special:BookSources/0-9753719-0-8

https://www.dalecarnegie.com/events/transforming_customer_complaints_into_opportunities/

https://www.customersure.com/blog/customer-complaints-online/

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Competence

C C M I A 3 0 1 - INDUSTRIAL ATTACHMENT PROGRAM (IAP)

CCMIA301 Integrate workplace


Credits: 30 300

Sector: ALL

Sub-sector: ALL

Issue date: July, 2019

Purpose statement

This module describes the skills, knowledge and attitudes required to integrate the workplace for an internship or employment. At the end of this module, participants know how to apply for and present themselves for employment. They demonstrate good time management and show up for work on time. They demonstrate behavior and attitudes that are appropriate for the workplace and understand that workplaces have policies and procedures that need to be followed. They take initiative and responsibility for their own work and know how to work under and respect supervision. Participants are familiar with the rights and responsibilities of workers and employers and have explored ways to exercise rights in the workplace.

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All the modules covered at REQF level 3.

Elements of competence and performance criteria

Learning units describe the essential outcomes of a competence


of the learning unit.By the end of the module, the trainee will be able to:

Elements of competence Performance criteria

1. Apply for internship/employment

1.1. Appropriate use of resources in the community or nationwide to find internship/employment information

1.2. Writing of a basic accurate and neat CV 1.3. Proper writing of application letters 1.4. Proper demonstration of effective interviewing skills

2. Demonstrate workplace behavior and attitudes

2.1. Appropriate application of workplace habits and attitudes 2.2. Adequate implementation of strategies to manage time

effectively 2.3. Efficient management of personal and work lives

3. Respect worker’s and employer’s rights and responsibilities

a. Respect of universal human rights b. Respect of worker’s and employer’s obligations according

to the Rwandan Labour code c. Respect of worker’s rights and responsibilities at the

workplace d. Respect of employer’s rights and responsibilities at the

workplace e. Appropriate reaction when the labor code is broken

4. Organize and evaluate one’s internship

a. Appropriate securing of the internship agreement with the enterprise

b. Adequate outlining of findings and experience c. Proper writing of the internship report that contains all

the required elements as well as one’s own findings and

experience

d. Active participation in the assessment of one’s internship

5. Develop one’s competences on the workplace

5.1. Adequate performance of tasks assigned according to the agreement with the enterprise

5.2. Positive response and active participation in meetings with the internship supervisor (“maître de stage”)

5.3. Adequate demonstration of work behaviour and attitudes

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Learning Outcome 1.1:Identify and use resources to find a job.

Resources to find employment in the community and at national level

- Job announcements

- Newspapers

advertisements

- From recruitment

agencies

- Internet websites

Identify contact persons

o Small group work o Panel discussion o Large group discussion o Speakers

- Job announcements and information: newspaper advertisements; information from recruitment agencies, youth organizations such as YES Rwanda and government agencies such as the RDB, RP; sample advertisements posted on business walls or bulletin boards, internet websites, through cooperatives…

Learning unit

LU 1: Apply for internship/employment

1

Learning Outcomes:

1. Identify and use resources to find a job 2. Write a Curriculum Vitae (CV) and an application letter 3. Take part in an interview

10 Hours


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Written evidences

Perfomance

Essay

Scenarios

Checklist Score

Yes No

Indicator: Resources to find a job are identified

Job announcements

From recruitment agencies

Newspaper advertisements

Internet websites

Observation


Appropriate use of resources in the community or nationwide to find internship/employment information

249 | P a g e

Learning Outcome 1.2: Write a Curriculum Vitae (CV) and an application letter.

Differences between a CV and an application letter

Types of application letters

Elements of a well written CV

Elements of an application letter

o Large group discussion o Individual work o Pair work

- Sample CVs and application letters

- Format of an application letter





Written evidence

Observation checklist

Questions and answers

Checklist Score

Yes No

Indicator: difference between CV and letter is explained

A letter is more concise

A letter express interest

CV gives detailed information


Proper writing of a basic accurate and neat CV


250 | P a g e

Observation

Learning Outcome 1.3: Take part in an interview.

Main parts of an interview

Interviewing tips: what to do before, during and after the interview

Typical questions asked during an interview

o Small group work o Interview role plays o Large group discussion

- Interview observation tool





written

oral

performance

questionnaires and answers

scenarios

True or false questioning


Proper demonstration of effective interviewing skills


251 | P a g e

Checklist Score

Yes No

Indicator : Main parts of the interview are identified

- The body of the interview

- The opening

- The closing

Indicator: Typical questions asked during an interview are identified

Tell me about yourself.

Describe a difficult work situation or project and how.

How do you handle stress and pressure?




Why do you want this job?

What are your salary expectations?

Why are you leaving or why have you left your job?

What is your greatest weakness?

What is your greatest strength?

Why should we hire you?

Observation

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Learning unit

LU 2:Demonstrate appropriate workplace behavior and attitudes

2

Learning Outcomes:

1. Identify appropriate workplace behaviors and attitudes

2. Manage time

2. Balance work and personal life

15 Hours

Learning Outcome 2.1:Identify appropriate workplace behaviours and attitudes.

Appropriate workplace behaviours and attitudes (dress code, time management, respect, honesty, integrity, work as a team member)

Work habits (cooperation, initiative, courtesy, constructive criticism, supervision, accuracy, pace of work, time usage, adaptability, personal appearance, attendance, punctuality)

o Small group work o Large group discussion o Brainstorming

- Workplace behaviour scenarios

- Work habits inventory


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Written evidence

Oral evidence

Performance

Essay& Cases study



A produced schedule

Checklist Score

Yes No

Indicator1: appropriate workplace behaviors and attitudes are identified

dress code

time management

respect

honesty

integrity

work as a team member

Indicator2: Appropriate working habits are identified

Cooperation

Initiative

Courtesy


Appropriate application of workplace habits and attitudes

254 | P a g e

Constructive criticism

Supervision, accuracy

Pace of work

Adaptability

Personal appearance

Punctuality

Attendance

Observation

Learning Outcome 2.2: Manage time.

Importance of task planning and managing time

Strategies to better manage time

Start your day with a clear focus.

Have a dynamic task list.

Focus on high-value activities.

Minimize interruptions.

Limit multi-tasking. Review your day.

o Large group discussion o Small group activity (tower

building) o Reflection o Pair sharing

- Workplace behaviour scenarios

- Work habits inventory


255 | P a g e





pPerformance

Product

Scenarios Different workplace documents

Checklist Score

Yes No

Indicator: Effective management of time

Plan activities on time

Attend regularly

Promote effective work

Indicator Strategies to better manage time are mentioned

Start your day with a clear focus.

Have a dynamic task list.


Adequate implementation of strategies to manage time effectively

256 | P a g e

Focus on high-value activities.

Minimize interruptions.

Limit multi-tasking.

Review your day.

Observation

Learning Outcome 2.3: Balance work and personal life.

Common situations that make it challenging to balance work & personal life

Tips to manage personal and work lives

o Large group discussion o Individual work o Self-assessment o Pair sharing

- Scenarios: “did she/he do the right thing?”





Written

Workplace documents


Efficient management of personal and work lives


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Checklist Score

Yes No

Indicator : Challenging to balance work and personal life are mentioned

Lack of control.

Unrealistic demands.

Unsupportive relationships

Lack of resources.

Unhelpful attitude

High-stress levels.

Indicator : Tips to manage personal and work lives are identified

Prioritize your time

Know your peaks and troughs

Have set work hours and stick to them

Find time for your finances

Manage your time, long term

Make your workspace work for you

Observation

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Learning unit

LU 3: Respect worker’s and employer’s rights and responsibilities

3

Learning Outcomes:

1. Get familiar with the universal human rights 2. Get familiar with some of the provisions of the Rwandan Labour

Law 3. Identify one’s rights and responsibilities at work 4. Explore one’s personal rights and responsibilities 5. React appropriately when the labour code is broken

5Hours

Learning Outcome 3.1:Get familiar with the universal human rights.

Definition of “right” and “human rights.

Universal Declaration of Human Rights

o Small group work o Large group discussion

-Universal Declaration of

Human Rights

- Plain language version





Appropriate of universal human rights


259 | P a g e


written

oral

performance

Essay& Cases study



A produced schedule

Checklist Score

Yes No

Indicator: Universal declaration is explained

know about your right

be informed touniversal declaration human rights

Observation

Learning Outcome 3.2: Get familiar with some of the provisions of the Rwandan Labour Law.

Legal obligations of employers Duty to pay worker

Plan for work

To have managerial skills

Legal obligations of workers Control of the workplace

Provide information

Take reasonable care

o Large group activity o Discussion o Small group work o Observation

- Statements and answers for Agree/Disagree game on Rwandan labour law

- Articles 47 and 48 of the labour code


260 | P a g e





writtten evidence

oral evidence

Multiple choice exercises True or false questioning Matching Sentence completion Expose (presentation

Checklist Score

Yes No

Indicator :Legal obligations of employers are identified

Duty to pay worker

Plan for work

To have managerial skills

Indicator : Legal obligations of workers are mentioned

Provide information

Control of the workplace

Take reasonable care

Observation


Appropriate respect of worker’s and employer’s obligations according to the Rwandan Labour code

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Learning Outcome 3.3: Identify one’s rights and responsibilities at work.

‘Rights’ (what you can expect your employer to provide)

‘Responsibilities’ (what your employer can expect that you will do)

o Large group discussion o Small group work o Skits

- Worksheet on rights and responsibilities at work.





writtten

oral

Perfornce


Expose

Discussion

Scenarios

Checklist Score

Yes No

Indicator: one’s rights and responsibilities at work are identified.

- Understanding the conditions of your employment.


Appropriate respect of worker’s rights and responsibilities at the workplace


262 | P a g e

- Working in a way that is not harmful to the health and safety of yourself or

others

Observation

Learning Outcome 3.4: Explore one’s personal rights and responsibilities.

Definition of “responsibility”

Relationship between rights and responsibilities

o Individual work o Pair share o Large group brainstorming and

discussion

- Worksheet on rights and responsibilities at work.





writtten evidence

oral evidence

Multiple choice exercises True or false questioning Matching Sentence completion Expose (presentation


Appropriate respect of employer’s rights and responsibilities at the workplace


263 | P a g e

Checklist Score

Yes No

Indicator: Definition of responsibility is well understood

- the state or fact of having a duty to deal with something or of having control

over someone.

Indicator: Relationship between rights and responsibilities is indicated.

- Right is a freedom that is protected, such as the right to free speech and religion.

- A responsibility is a duty or something you should do, such as recycling or doing

your homework.

- Voting is both a right and a responsibility

Observation

Learning Outcome 3.5: React appropriately when the labour code is broken.

Possible solutions or responses in case the labour code is broken

o Small group work o Scenario analysis o Large group discussion

- Labour code scenarios

- Labour code excerpts





Appropriate reaction when the labour code is broken


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Writtten

oral

Perfornce

Essay (short responses /extended responses) Role play Scenarios Scenarios – Completed checklist.

Checklist Score

Yes No

Indicator: possible solutions when the labour code is broken are identified

Dismiss the work

Reduction to a lower post

Stoppage of promotion

Suspension without wages

Withholding of increment

Observation

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Learning unit

LU 4: Organize and evaluate one’s internship

4

Learning Outcomes:

1. Conclude an internship agreement

2 Outline one’s findings and experience

3. Write and present the report of the internship

4. Participate actively to the assessment of one’s internship

270 Hours

Learning Outcome 4.1:Conclude an internship agreement.

Definition of the concept “internship”

Objectives of the internship

Presentation of internship agreement

o Brainstorming o Group discussion o Presentation by the trainer

- Sample internship agreement





Appropriate securing of the internship agreement with the enterprise


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Writtten

Oral

Perfornce

Essay (short responses /extended responses) Role play Questionnaire and answers. Scenarios – Completed checklist.

Checklist Score

Yes No

Indicator: Definition of internship is well understood

- A structured work experience related to a student's major and/or career goal. An

experience that should enhance a student's academic, career, and personal

development.

Indicator: Objectives of the internship are mentioned

- Gain valuable work experience

Explore a career path.

Develop and refine skills.

Receive financial compensation

Network with professionals in the field.

Gain confidence

Transition into a job

Indicator :Presentation of internship agreement is indicated

Number your slides and give them a title

Prepare an Agenda or Table of Contents slide.

Tell a story

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Prepare a company logo slide for your presentation

You can add a logo and other graphics to every slide using the slide master feature or by adding them to the footer

Observation

Learning Outcome 4.2: Outline one’s findings and experience.

Presentation of the logbook

Tips to fill in the logbook

o Presentation by the trainer - Logbook





Adequate outlining of findings and experience


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writtten

oral

Expose


Checklist Score

Yes No

Indicator: presentation of the logbook is identified

IAP list of competencies to be developed

sheet

IAP agreement

IAP report form

IAP interview form

IAP Evaluation form

Indicator: Tips to fill in the logbook are mentioned

Take Time to Write Your Log.

Use a Rough Book.

Have One Logbook Per Project

Keep a Summary List

Computer Filing

Be Consistent

Write a Conclusion.

Observation

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Learning Outcome 4.3: Write and present the report of the internship.

Presentation techniques Contents of the internship report

o Group discussion o Role play

- Sample internship report





writtten

oral


present

oral questions and their answers


Proper writing of the internship report that contains all the required elements as well as one’s own findings and experience


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Checklist Score

Yes No

Indicator: contents of the internship report

- Declaration

- Approval

- Acknowledgement

- Abbreviations and acronyms

- General introduction

- Presentation of the institution where internship took place

- achievements

- conclusion and recommendation

Indicator 2: Presentation techniques

Students-centered approach

make a structure

Observation

Learning Outcome 4.4: Participate actively to the assessment of one’s internship.

Internship assessment and self-assessment packages

o Group discussion o Presentation by the trainer


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writtten

oral

Perfornce

Multiple choice exercises Essay& Cases study True or false questioning Sentence completion Observation checklist A produced schedule

Checklist Score

Yes No

Indicator:Internship assessment and self-assessment packages are indicated

Internship data

Educational and professional aspects

Relational and management aspects

Future perspective

Observation


Active participation in the assessment of one’s internship

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Reference books:

1. Work Readiness Training Programme–Participant’s Manual, Akazi Kanoze–Youth Livelihoods Project

2. https://www.jobjumpstart.gov.au/article/know-your-workplace-rights-and-responsibilities

3. https://www.slideshare.net/ranobiswas/labour-law-case-solutions

4. https://fremont.edu/8-benefits-of-an-internship/

5. https://internsdc.com/internship-opportunities/its-all-in-the-presentation/

6. https://mef.unimi.it/wp-content/uploads/Non-COSP

7. https://canadiangis.com

8. https://www.lifecoach-directory.org.uk

9. https://www.roche.com/careers/country/

10. https://www.collinsdictionary.com

https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=2&cad=rja&uact=8&ved=2ahUKEwie14WTke3hAhWDxIUKHZXDC9YQFjABegQICxAF&url=https%3A%2F%2Fwww.jobjumpstart.gov.au%2Farticle%2Fknow-your-workplace-rights-and-responsibilities&usg=AOvVaw0awznx0iIart86lOnqp25U

https://fremont.edu/8-benefits-of-an-internship/

https://mef.unimi.it/wp-content/uploads/Non-COSP

https://canadiangis.com/

https://www.lifecoach-directory.org.uk/

https://www.roche.com/careers/country/

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Competence

G E N A M 4 0 1 - BASIC ANALYSIS

GENAM401 Apply Basic Analysis


Credits: 10 100

Sector: All

Sub-sector: All

Issue date: August, 2019

Purpose statement

This general module describes the knowledge, skills and attitude required to apply basic analysis.

Analysis is at a depth, complexity, and possibly beauty, since under the surface of everyday

mathematics, there is an assurance of correctness, that we call consistency. Thus, from Analysis, in other

fields of academic study, there are sights of a strange land increasingly brought to the head (forefront)

of standard critical thinking. At the end of this module, the trainee of Level Four will be able to apply

analysis numerical functions, fundamentals of differentiation, natural logarithmic and exponential

functions. This module will be useful to trainee as a means of both measuring and improving their

understanding of Mathematics and he/she will be equipped to perform well in any fields that require

some knowledge of mathematics as well as working in design, demography, solving real problems, good

performance in critical thinking and so on.

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Not applicable


Learning units describe the essential outcomes of a competence.

Performance criteria describe the required performance needed to demonstrate achievement of the learning unit.



1. Determine and analyze numerical functions

1.1. Accurate determination of the domain and range of numerical function based on existence condition.

1.2. Adequate identification of symmetry (parity) of numerical function based on definitions of key words (even and odd).

1.3. Perfect determination of limits of a function based on theory of calculating limits.

1.4. Accurate determination of the asymptotes to the rational and irrational functions based on limits calculation.

2. Apply fundamentals of differentiation

2.1. Proper determination of derivative from given definition.

2.2. Adequate interpretation of derivative of a function by illustrating a curve with its tangent and secant line.

2.3. Appropriate application of derivative based on definitions and calculation of derivatives.

2.4. Accurate curve sketching of a numerical function from the table of variation of the given function.

3. Apply natural logarithmic functions

3.1. Proper determination of the domain of natural logarithmic functions based on existence conditions.

3.2. Accurate calculation of limits of natural logarithmic functions based on logarithmic properties.

3.3. Appropriate solving of equations involving logarithms based on domain of validity.

3.4. Perfect differentiation of natural logarithmic functions according to differentiation definition.

3.5. Accurate curve sketching of logarithmic functions

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based on table of variation.

4. Apply exponential functions

4.1. Accurate determination of the domain of definition of function based on existence condition.

4.2. Adequate calculation of limit of exponential functions based on properties of exponentials.

4.3. Appropriate determination of solutions of exponential equations according to domain of validity.

4.4. Perfect differentiation of exponential functions based on definition of derivative.

4.5. Adequate curve sketching of exponential functions according to the table of variation.

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Learning unit LU 1: Determine and analyze numerical functions

1

Learning Outcomes:

1. Determine the domain and range of numerical function

2. Identify the symmetry of numerical function

3. Determine limits of a function

4. Determine the asymptotes to the rational and polynomial functions 20 Hours

Learning Outcome 1.1: Determine the domain and range of numerical function

Definitions Existence

condition Domain of

definition of a function

Range of a function

Calculations Domain of

definition of a function

Range of a function

o Group discussion on existence condition

o Practical exercises determination of domain and range of a function

o Documentary Research

- Reference Books - Didactic materials such as

manila paper, … - Hand-out notes - Internet



Accurate determination of the domain and range of numerical function based on

existence condition


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Written evidence Short questions Open questions Matching

Checklist Score

Yes No

Indicator: Definition is well given

Concept of existence condition is properly given

Concept of domain of definition (all allowed inputs) is properly given

Concept of range (all possible outcomes) is properly given

Indicator: Calculation is accurately done

Launch of existence condition is appropriately given

Determination of domain of definition is appropriately done

Determination of range is accurately found

Observation

Learning Outcome 1.2:Identify the symmetry of numerical function

Even function

Odd function

o Group discussion symmetry of

numerical function

o Pairing work

o Practical exercises o Documentary Research

- Reference Books - Didactic materials

such as manila paper, …

- Hand-out notes - Internet


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Written evidence Short questions based on symmetry of numerical function Open questions based on symmetry of numerical function

Checklist Score

Yes No

Indicator: Identification of Parameters that influence symmetry

Definition of even function is well given

Definition of odd function is well given

Identification of even function is correctly done

Identification of odd function is appropriately done

Observation

Learning Outcome 1.3:Determine limits of a function

Finite limits

Infinite limits

Limit at infinity

Indeterminate case

0

0

0

o Group discussion on

calculation of limits

o Pairing work

o Practical exercises on calculation of limits


- Reference Books - Hand-out notes - Didactic materials


- Internet



Adequate identification of symmetry (parity) of numerical function based on

definitions of key words (even and odd)

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Written evidence

Open questions Short questions

Checklist Score

Yes No

Indicator: Perfect determination of limit

Finite limits are accurately determined

Infinite limits are accurately determined

Limit at infinity are accurately determined

Indeterminate cases are accurately determined

Indicator: Good performance in Determination of limit for indeterminate case

0

0

0

Observation


Perfect determination of limits of a function based on theory of calculating limits

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Learning Outcome 1.4: Determine the asymptotes to the rational and polynomial functions

Definitions

Boundaries of

domain of definition

Horizontal

asymptote

Vertical asymptote

Oblique asymptote

Calculations

Horizontal

asymptote

Vertical asymptote

Oblique asymptote

o Pairing work on boundaries of

domain of definition

o Practical exercises on different

types of asymptotes


- Reference Books - Didactic materials


- Hand-out notes - internet





Written evidence

Open questions

Short questions


Accurate determination of the asymptotes to the rational and irrational

functions based on limits calculation


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Checklist Score

Yes No

Indicator: Definition is well given

Definition of Boundaries of domain of definition is properly given

Definition of Horizontal asymptote is perfectly given

Definition of Vertical asymptote is perfectly given

Definition of Oblique asymptote is perfectly given

Indicator: Calculation/ determination of related asymptote is accurately done

Determination of Horizontal asymptote is appropriately done

Determination of Vertical asymptote is perfectly done

Determination of Oblique asymptote is appropriately done

Observation

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Learning unit nnLU 2: Apply fundamentals of differentiation

2

Learning Outcomes:

1. Determine derivative of a function 2. Interpret derivative of a function 3. Apply derivative 4. Sketch an accurate curve of a function

20 Hours

Learning Outcome 2.1:Determine derivative of a function

Definition of derivative

Calculation of derivatives Derivative of function at a given point Derivative of a polynomial function Derivative of a rational function Derivative of an irrational function Successive derivatives

o Group discussion on derivative of function


- Reference Books - Didactic

materials such as manila paper, …

- Hand-out notes - internet


Assessor may collect among the following evidences and make judgements on whether the performance criterion has been achieved.


Proper determination of derivative from given definition


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Written evidence

Short questions Open questions all based on definition or determination of derivative

Checklist Score

Yes No

Indicator:Definition is given

Definition of derivative is correctly given

Indicator : Calculation is well performed

Calculation of derivative of a function at a given point is accurately done

Calculation of derivative of a polynomial function is accurately done

Calculation of derivative of a rational function is accurately done

Calculation of derivative of an irrational function is accurately done

Calculation of successive derivative is accurately done

Observation

Learning Outcome 2.2 :Interpret derivative of a function

Geometric interpretation of a derivative of a function at a point

Kinematical meaning of a derivative

o Group discussion on derivative function


- Reference Books - Geometric

instruments - Didactic materials





Adequate interpretation of derivative of a function by illustrating a curve with its

tangent and secant line


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Written evidence

Short questions based on interpretation of derivative Open questions based on interpretation of derivative

Checklist Score

Yes No

Indicator: Interpretation of derivative is correctly given

Geometric interpretation of a derivative is correctly given

Kinematical meaning of a derivative is correctly given

Observation

Learning Outcome 2.3:Apply derivative

Tangent and normal at a point of a function

Increasing and decreasing function

Maximum and minimum points of a function

Concavity, inflection point on a curve

o Group discussion on differentiation of function

o Practical exercises on different applications of derivative



instruments - Didactic materials


- Hand-out notes




Appropriate application of derivative based on definitions and calculation of

derivatives


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Written evidence

Short questions Open questions

Checklist Score

Yes No

Indicator : Application of derivative is accuratelydone

Determination of tangent at a point of a function is properly done

Determination of increasing interval is appropriately done

Determination of decreasing interval is appropriately done

Calculation of Minimum point of a function is accurately done

Calculation of Maximum point of a function is accurately done

Determination of concavity of a curve is appropriately done

Determination of inflexion point on a curve is accurately done

Observation

Learning Outcome 2.4: Sketch an accurate curve of a given function

Parameters required Variation table Additional points

Curve sketching Curve sketching of

polynomial function Curve sketching of rational

function Curve sketching of

irrational function

o Group discussion on different types of function

o Practical exercises on curves sketching


- Scientific calculator


instruments (Ruler, T-square,..)

- Didactic materials such as manila paper, …



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Written evidence

Short questions based on derivative Open questions based on derivative and table of variation Curve sketched

Checklist Score

Yes No

Indicator : Parameters that influence curve skecthing are well established

Construction of table of variation is appropriately done

Choice of additional points is appropriately done

Indicator : Curve sketching is accurately done

Curve sketching of polynomial function is properly done

Curve sketching of rational function is properly done

Curve sketching of irrational function is properly done

Observation


Accurate curve sketching of a numerical function from the table of variation of

the given function

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Learning unit LU 3: Apply natural logarithmic functions

3

Learning Outcomes:

1. Determine the domain of definition of natural logarithmic

functions

2. Calculate limits of natural logarithmic functions

3. Solve equations involving logarithms

4. Differentiate natural logarithmic functions

5. Sketch the curve of logarithmic functions 20 Hours

Learning Outcome 3.1: Determine the domain of definition of natural logarithmic functions

Existence conditions

Boundaries

Domain of definition

o Brainstorming on existence condition

o Pairing in determining the boundaries of domain of definition

o Group work on determination of domain of definition

- Hand-out notes - Reference books - Didactic materials such as

manila paper, … - Internet





Proper determination of the domain of natural logarithmic functions based on

existence conditions


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Written evidence

Short questions related to existence condition

Open questions related to determination of domain of definition of logarithmic functions.

Checklist Score

Yes No

Indicator: Existence condition is appropriate to the given function

Determination of existence conditions is well given

Indicator: Determination of domain is accurate

Determination of boundaries of domain of definition is perfectly done

Deduction of domain of definition is correctly done

Observation

Learning Outcome 3.2: Calculate limit of natural logarithmic functions

Properties of logarithms

Finite limits

Limits at infinity

Deduction of Asymptotes

o Brainstorming on calculation of limits

o Documentary Research o Group work in determining

asymptotes equations

- Reference books - Didactic materials such as






Written evidence

Short questions based on logarithmic properties Open questions related to limits calculation of natural

logarithmic function


Accurate calculation of limit of natural logarithmic functions based on

logarithmic properties


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Checklist Score

Yes No

Indicator: Calculation is perfectly done


Limits at infinity are well identified

Indicator: Deduction/ Calculation of asymptotes is appropriately done

Vertical asymptotes are appropriately determined

Horizontal asymptotes are appropriately determined

Oblique asymptotes are appropriately determined

Observation

Learning Outcome 3.3: Solve equations involving logarithms

Domain of validity

Solving logarithmic equations

Set of solutions

o Brainstorming on domain of validity and solution set of logarithmic equation

o Group discussion on solving logarithmic equations








Written evidence

Short questions Open questions Solving equations


Appropriate solving of equations involving logarithms based on domain of validity


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Checklist Score

Yes No

Indicator: Application of properties of logarithms is well performed

Application of properties of logarithms is properly done

Indicator: Domain of validity is accurately mentioned

Determination of domain of validity is accurately done

Indicator: Solving logarithmic equation is well done

Solutions of logarithmic equations are accurately given

Identification of domain of validity and set of solutions is accurately done

Observation

Learning Outcome 3.4: Differentiate natural logarithmic functions

Differentiation

Increasing and decreasing intervals

Concavity

o Brainstorming on differentiation o Group discussion on

differentiating natural logarithmic functions

o Pairing work on increasing or decreasing intervals and concavity for logarithmic functions.







Perfect differentiation of natural logarithmic functions according to

differentiation definition


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Written evidence

Short questions Open questio

Checklist Score

Yes No

Indicator: Determination/ calculation is well performed

Calculation of First derivative

Identification of increasing intervals

Identification of decreasing intervals

Determination of maximum points

Determination of minimum points

Calculation of second derivative

Identification of concavity

Determination of inflection points

Observation

Learning Outcome 3.5: Sketch the curve of logarithmic functions


Curve sketching

o Brainstorming variation table o Group discussion on how to

choose additional points o Pairing work on curve sketching o Documentary Research

- Hand-out notes - Reference books - Geometric instruments

(Ruler, T-square,..) - Didactic materials such as




Accurate curve sketching of logarithmic functions based on table of variation


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Written evidence

Short questions Open questions Curve sketched

Checklist Score

Yes No

Indicator: Parameters that influence curve sketching are well identified

Presentation of variation table is properly done

Selection of additional points is properly done

Indicator: Curve sketched is accurate

Presentation of asymptotes if any is properly done

Plotting the curve is properly done

Observation

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Learning unit LU 4: Apply exponential functions

4

Learning Outcomes:

1. Determine the domain of exponential functions

2. Calculate limit of exponential functions

3. Solve equations involving exponentials

4. Differentiate exponential functions

5. Sketch the curve of exponential functions 40 Hours

Learning Outcome 4.1: Determine the domain of exponential functions

Existence conditions

Boundaries

Domain of definition

o Brainstorming domain and range of exponential function

o Group work on determination of domain of definition of exponential function



manila paper, … - Internet - Hand-out notes





Written evidence

Short questions related to existence condition Open questions related to determination of domain of definition

of exponential functions.


Accurate determination of the domain of definition of function based on

existence condition


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Checklist Score

Yes No

Indicator: Existence condition is appropriate to the given function

Existence conditions are appropriately indicated

Indicator: Determined domain is appropriate

Determination of boundaries of domain of definition is properly done

Deduction of domain of definition is perfectly done

Observation

Learning Outcome 4.2: Calculate limit of exponential functions

Finite limits

Limits at infinity

Deduction/ calculation of Asymptotes

o Brainstorming on calculating limits

o Documentary Research o Group work on determination

of asymptotes

- Hand-out notes - Reference books - Didactic materials such as






Written evidence

Short questions Open questions


Adequate calculation of limit of exponential functions based on properties of

exponentials


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Checklist Score

Yes No

Indicator: Limits calculation is perfectly done


Limits at infinity are properly found

Indicator: Deduction/ Calculation of asymptotes is appropriate

Horizontal asymptotes are appropriately determined

Vertical asymptotes are appropriately determined

Oblique asymptotes are accurately determined

Observation

Learning Outcome 4.3: Solve equations involving exponentials

Properties of exponentials

Domain of validity

Solving equations involving exponentials

Set of solutions

o Discussion on domain of validity o Group work on solving

exponential equations o Documentary Research

Hand-out notes

Reference books

Didactic materials such as manila paper, …

Internet





Written evidence

Short questions Open questions Solving equations


Appropriate determination of solutions of exponential equations according to

domain of validity


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Checklist Score

Yes No

Indicator: Application of properties of exponentials is well performed

Application of properties of exponentials is properly done

Indicator: Domain of validity is accurately mentioned

Determination of domain of validity is appropriately done

Indicator: Solving exponential equation is well done

Solutions of exponential equations are appropriately found

Identification of domain of validity is properly done

Determination of solutions set is appropriately done

Observation

Learning Outcome 4.4: Differentiate exponentials functions

Differentiation


Concavity

o Brainstorming differentiation o Group discussion on increasing

and decreasing intervals o Pairing work on concavity o Documentary Research

Hand-out notes

Reference books


Internet





Written evidence

Short questions related to derivative Open questions related to derivative


Perfect differentiation of exponential functions based on definition of derivative


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Checklist Score

Yes No

Indicator: Calculation/determination is well performed

First derivative


Maximum or minimum points

Second derivative

Concavity

Inflection points

Observation

Learning Outcome 4.5: Sketch the curve of exponential functions


Curve sketching

o Brainstorming on variation table

o Group discussion on curve sketching


Hand-out notes

Reference books

Geometric instruments (Ruler, T-square,..)


Internet





Adequate curve sketching of exponential functions according to the table of

variation


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Written evidence

Open questions related to table of variation Sketching curve

Checklist Score

Yes No

Indicator: Parameters that influence curve sketching are well identified

Presentation of variation table

Selection of additional points

Indicator: Curve sketched is accurate

Presentation of asymptotes if any

Plotting the curve

Observation

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Reference books:

1. A. J. Sadler, D. W. S. Thorning (1987). Understanding Pure Mathematics, Oxford University Press.

2. Arthur Adam, Freddy Goossens and Francis Lousberg (1991). Mathematisons 65, DeBoeck, 3rd

edition. 3. David Rayner (2000). Higher GCSE Mathematics, Oxford University Press.

4. DPES- RWANDA (1990). Complexes 5th, Livre de l’élève. IMPRISCO-Kigali.

5. Frank Ebos, Dennis Hamaguchi, Barbana Morrison & John Klassen (1990), Mathematics Principles & Process, Nelson Canada A Division of International Thomson Limited.

6. George B. Thomas, Maurice D. Weir & Joel R. Hass (2010), Thomas’ Calculus Twelfth Edition, Pearson Education.

7. J CRAWSHAW, J CHAMBERS (1984). A concise course in A-Level statistics with worked examples, Stanley Thornes (Publishers) LTD.

8. Ngezahayo, E. P. (2017). Advanced Mathematics for Rwanda Secondary Schools. Learners’ Book Senior Six. Kigali: Fountain.

9. Ngezahayo, E. P. (2017). Advanced Mathematics for Rwanda Secondary Schools. Learners’ Book Senior Five. Kigali: Fountain.

10. Ngezahayo, E. P. (2016). Advanced Mathematics for Rwanda Secondary Schools. Learners’ Book Senior Four. Kigali: Fountain.

11. Peter Smythe (2005). Mathematics HL & SL with HL options, Revised Edition, Mathematics Publishing Pty. Limited.

12. Shampiona, A. (2005). Mathématiques 6. Kigali: Rwanda Education Board

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O M G A R 4 0 1 - ACCESS RECORDS

OMGAR401 Provide access to required records


Credits: 8 80




Purpose statement

This core module describes the skills, knowledge, ability and attitudes to be acquired for the

learners pretending to become professional Record clerk the trainees will be able to .identify

materials, tools, equipment and communicate the availability of the records and avail records.

It is fundamental for a trainee to first understand the kind of work to perform by use of tools

and equipments.

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Implementing Health safety, security and environmental policies and procedures

Working with others

Intermediate workplace English







1. Identify materials ,equipment

and tools

1.1. Appropriate identification of Tools and equipments in

accordance to the job requirements

1.2. Systematic selection of tools and equipment in

accordance to their types

1.3. Regular cleaning of tools and equipment as per the

cleaning techniques

2. Communicate the availability of

the records

2.1. Proper identification and selection of methods and

systems

2.2. to promote effective communication

2.3. Proper application selected methods of

communication

3. Avail records (Process for

applications and avail the

record)

3.1 Proper identification of tools and materials to availing

records

3.2 Right use of record search tools

3.3 Adequate creation and use of record requesting tools

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LU 1: Identify materials, equipment and tools materials

1

Learning Outcomes:

1. Identify tools, equipments and materials for assessing records. 2. Select and prepare tools, equipment and materials for accessing

records 3. Keep and Clean tools and equipment

20 Hours

Learning Outcome 1.1: Identify tools, equipments and materials for assessing records

Definition of concepts

Accessing records

Types of tools, equipments

and materials for assessing

Records

Tools used to access

records

Reference books

Index card

Cross reference card

File absent card

Computer terminals

o Group discussion on materials,

tools and equipments for

accessing records

o Research on internet

o Site visit

- Reference Books

- Catalogue

- Repertory

- Index

- internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera


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Equipment used access

records

Shelves

File cabinets

Computer

Flash disk

CDs

Materials used to access

records

Papers

Pens

Registers

- Flash Disk

- Markers





Written evidence

Oral evidence


Short questions


Task:Choose materials, equipment and tools used for accessing

records.

Checklist Score

Yes No

Definition concepts

Types of tools, equipments and materials for accessing

Records


Appropriate identification of Tools and equipments

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Tools used to

equipments used to access records

Materials used to access records

Observation

Learning Outcome 1.2: Select and prepare tools, equipment and materials for accessing

records

Types of reference books

Records guide

Records inventory

Repertories

Online catalogues use

Types of equipments

Shelves

Open shelves

Closed shelves

File cabinets

Metallic cabinets

Wooden cabinets

Plastic cabinets

Computer

o Group discussion on types of

office materials, tools and

equipment


o Demonstration on types of

materials and tools and

equipment

o Practical exercises on the use of

materials, tools and equipment

- Reference books

- Computer

- Internet

Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


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Flash disk

CDs

Microfilming machine





Written evidence

Oral evidence


Short questions

Mind map


Task:Display equipment materials and tools for accessing records.

Checklist Score

Yes No

Types of reference books for accessing records

Records guide

Records inventory

Repertories

Online catalogues use

Types of equipments for accessing the records

Shelves

Open shelves

Closed shelves

Closed shelves

File cabinets

Metallic cabinets

Wooden cabinets


Systematic selection of tools and equipment in accordance to their types

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Plastic cabinets

Computer

Flash disk

CDs


Observation

Learning Outcome 1.3: Keep and Clean tools and equipment

Cleaning materials

Blooms

Water

Liquid soap

(clothes)

Cleaning brushes

Blower

Cleaning techniques

Liquid removal

Dust removal

Moisture removal

Keeping records

equipments advantages

o Group discussion on record

filing order and Records

management mode

o Practical exercises on record

filing order and Records

management mode


o Site visit

o Debate

- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


307 | P a g e





Written evidence

Oral evidence


Essay the cleaning technique

Mind map on cleaning techniques


Task:clean records equipments.

Checklist Score

Yes No

Cleaning materials

Blooms

Water

Liquid soap

Clothe

Cleaning brushes

Blower

Cleaning techniques

Liquid removal

Dust removal

Moisture removal

Keeping records equipments advantages

Observation


Regular cleaning of tools and equipment as per the cleaning techniques

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LU 2:Communicate the availability of the records equipment and tools

2

Learning Outcomes:

1. Identify methods and systems to promote effective communication of records

2. Apply method of records dissemination 3. Evaluate records communication categories

30 Hours

Learning Outcome 2.1 :Identify methods and systems to promote effective communication of

records

Records life cycle

Definition of life cycle of records

Objectives of life cycle of

records

Steps of life cycle of records

Creation

Final disposition

Physical destruction

of the records

Transfer of records

Phases of the life cycle of

records

Active records

Semi-active records


importance of

communication


categories of records

communication


- Reference Books

- Internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


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Inactive records

Definition of records

communication

Importance of records

communication

Categories of records

communication

Scraps

Non confidential papers

Reference materials

Records

Personal working

records

Departmental records

Ad-hoc documents

Confidential

information

Print out information

Sensitive information

Records retention policy


location by types


o Demonstration onrecord

location by types


location by types

- Reference books

- Computer

- Internet

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers

310 | P a g e





Written evidence

Oral evidence


Essay on importance of records communication

Mind map on cleaning techniques


Task:clean records equipments.

Checklist Score

Yes No


Records life cycle

records communication

Steps of records’ life cycle

Creation

Final disposition

Physical destruction of the records


Proper identification and selection of methods and systems to promote effective

records communication

311 | P a g e

Transfer of records

Phases of the life cycle of records

Importance of records communication

Categories of records communication

Scraps

Records

Ad-hoc documents

Sensitive information

Records retention policy

Observation

LearningOutcome 2.2:Apply method of records dissemination

Records dissemination categories:

Records dissemination using

Archives

Records Publishing

Using physical

records(Hard copy)

Using non-physical

tools(Soft records)

Records Duplication

Stencil duplication

Offset duplication

Photocopying

Printing

o Group discussion on records

dissemination categories



dissemination categories

- Reference books

- Computer

- Internet

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers

Resources Learning activities

312 | P a g e

Scanning

Records Exhibition

Records Disseminations by Archivists

(Records Clerk)

Records dissemination tools

Blogs use

Social media use

Notice board use

Records References techniques





Written evidence

Audio visual evidence




Task:Disseminate records by their categories


Proper application of selected methods of records dissemination

313 | P a g e

Checklist Score

Yes No

Records dissemination categories:

Records dissemination using Archives

Records Publishing

Records Duplication

Records Exhibition

Records Disseminations by Archivists (Records Clerk)

Records dissemination tools

Records References techniques

Observation

Learning Outcome 2.3: Evaluate records communication categories

Records communication

Advantages

Records communication

disadvantages


communication advantages and

disadvantages

o Debate on records communication

advantages and disadvantages

- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


314 | P a g e





Written evidence

0ral evidence



Mind map on records communication advantages and disadvantages


Checklist Score

Yes No

Records communication Advantages

Records communication disadvantages

Observation


Proper evaluation and selection of records communication methods in

accordance to their advantages and disadvantages

315 | P a g e

LU 3: Avail records (Process for applications and avail the record

3

Learning Outcomes:

1. Proper identification of record tools and materials to avail records

2. Use records search tools 3. Create and use records request tools

30 Hours

Learning Outcome 3.1: Proper identification of record tools and materials to avail records

Types of tools

Analytical tools

Repertory

Inventory

catalogue

Synthetic tools

Record Guide

Summary statement

Types of equipments

Shelves

Open shelves

Closed shelves

File cabinets

Metallic cabinets

o Group discussion on tools used

for availing records


equipments


o Individual work

- Reference Books

- Internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


316 | P a g e

Wooden cabinets

Plastic cabinets

Computer

Flash disk

CDs


Types of materials

Papers

Pens

Registers





Written evidence

Oral evidence



Open questions

Short questions

Observation check list

Task: Choose equipment and materials for availing the records

Checklist Score

Yes No

Types of tools

Analytical tools

Synthetic tools

Types of equipments


Proper identification of tools and materials to availing records

317 | P a g e

Shelves

File cabinets

Metallic cabinets

Wooden cabinets

Plastic cabinets

Types of materials

Papers

Pens

Registers

Observation

Learning Outcome 3.2 Userecords seach tools

Types of search tools

Analytical tools

Repertory

Inventory

Catalogue

Synthetic tools

Record Guide

Summary statement

Parts of Records catalogue

Title

Author

Publication year

Number of copies

Accession number

Call number

o Group discussion Types of

search tools


creation of records

catalogue


creation of records

inventory


creation of records

repertories


o Study tour to the nearest

Archives Center

o

- Record catalogue

sample

- Computer

- Printer

- Pens

- Flipchart

- Blackboard

- Chalks

- Records inventory

sample

- Records

Repertories

sample

- Audio-visual


318 | P a g e

Introduction to records guide in

searching

Parts of records inventory

Call number

Accession number

Author

Title

Publisher

Publication year

Number of copies

Language

Observation

Parts of records repertories

Call number

Title

Publication year

Author

material

Publisher

Publication year

Number of copies

Language

Observation


Call number

Title

Publication year

Author

o -

319 | P a g e





Written evidence

Oral evidence



Short questions

Mind map types of research tools


Task: Make records catalogues ,records inventory, records

repertories

Checklist Score

Yes No

Definition of term

Record search tools

Types of search tools

Analytical tools

Synthetic tools

Parts of Records catalogue

Title

Author

Publication year

Number of copies

Accession number

Call number

Introduction to records guide in searching

Parts of records inventory


Right use of record search tools

320 | P a g e

Call number

Accession number

Author

Title

Publisher

Publication year

Number of copies

Language

Observation


Call number

Title

Publication year

Author

Observation

Learning Outcome 3.3.Create and use records request tools

Definition of records request

tools

Types of records request tools

Booklet

Form

Parts of the record requesting

form or booklet template

Request Date


records request tools


Demonstration on Parts

of the record requesting

tools template


drafting a record requesting

tools Template

- Reference books

- Computer

- Internet Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


321 | P a g e

Names

Address

Record title

Author

Accession number

Call number

Returning Date

Signature

Draft a record form or booklet

Template

Filling a record form or booklet

Template tips

- Form or Booklet

sample



performance criterion has been achieved


Written evidence

Oral evidence



Short questions

Essay

Mind map types of research tools


Task:Draft and fill booklet and form


Adequate creation and use of record requesting tools

322 | P a g e

Checklist Score

Yes No

Definition of concept

Records request tools

Types of records request tools

Booklet

Form

Parts of the record requesting form or booklet template

Request Date

Names

Address

Record title

Author

Accession number

Call number

Returning Date

Signature

Draft a record form or booklet Template

Filling a record form or booklet Template tips

Types of records categories

Vital

Important

Useful

Non essential

Observation

323 | P a g e

Summative Assessment

Integrated situation Resources

Integrated situation:

Karisimbi College of Education had got a donation from BOOKS FOR AFRICA. This was a two containers of books which can be used in different domains. The school wants the staff and students to take advantage of this donation. As a record clerk help the institution above to access the records within two weeks. All the facilities are available to achieve the task.

Tools, equipments and materials - Word processor - Typewriters - Cabinets - Shelves - Mobile shelving - Folders - Guides - Labels - Sorters - OUT indicators - Stapling machine - Punching machine - File folders - Hanging file - Pocket file - End tab file - Staples - Gloves and nose

mask - Overcoat - Safety shoes

324 | P a g e

Assesment Criterion 1: Quality of Process

Checklist Score

Yes No

Indicator: Record accession tools, equipment and PPE are identified and selected

Filing tools

accession tools

PPE

Indicator: Accession tools materials and equipment are arranged into the working area

Disposition according to the type

Disposition according to the use

Indicator: The books are identified and selected

Books identified by methods and systems

Indicator: Records/books are communicated

Communication methods are applied

Records are evaluated according to their advantages

Indicator: Records/books are accessed

Records accession tools are in place

Records search tools are availed

Records requesting tools are created

Indicator: Tools, equipment and working area are cleaned

Tools cleaning techniques

equipment cleaning techniques

Working area cleaning techniques

Type of solvent

Handover of the record accession report

Observation

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Assesment Criterion 2: Quality of product

Checklist Score

Yes No

Indicator: The records accession is done

Record communication is effective

Records/books are available

Record communication is effective

Observation

Assesment Criterion 3: Relevance

Checklist Score

Yes No

Indicator: Lack of access to records/books is solved

The record accession is effective

Indicator: Records accession report is accomplished

Accession report is done

Filled invoice format

Indicator: Time is respected

Required time 2 weeks

Observation

Assesment Criterion 4: Safety

Checklist Score

Yes No

Indicator: PPE are used

Overcoat or overall

Gloves

326 | P a g e

Safety shoes

Nose protection mask

Observation

Reference books: www.irmt.org/documents/educ_training/public_sector.../IRMT_preserve_recs.pdf https://archives.un.org/.../Guidance%20Protecting%20Records%20in%20Emergency

http://www.irmt.org/documents/educ_training/public_sector.../IRMT_preserve_recs.pdf

327 | P a g e

O M G P G 4 0 1 - PURCHASE ORDERS PREPARATION AND GOODS RECEIVING

OMGPG401 Prepare purchase orders and receive goods


Credits: 5 50

Sector: Art and Craft

Sub-sector: Tailoring

Issue date:September, 2017

Purpose statement


learners pretending to become professional purchase clerk, the trainees will be able to liaise

with the purchasing officer to evaluate the quotations, make follow up of the purchases order,

receive goods delivered in collaboration with the storekeeper; and it is fundamental for a

trainee to first understand the kind of work to perform by use of instruments, tools and

equipment. The trainee will be able to place in purchase orders.

328 | P a g e


Not applicable







1. Write / fill the purchase order

1.4. Proper identification of equipment, material and tools

to be used

1.5. Proper drafting of the purchase order

1.6. Proper writing / filling the purchase order

1.7. Proper sending purchase order form / letter

2. Make follow up of the purchases

order

2.4. Proper follow up of the purchasing order delivery to

the destination

2.5. Accurate complain about the goods and services

delivered

2.6. Proper decision making on receipt of supplier’s reply

3. Receive goods delivered in

collaboration with the

storekeeper

3.4 Proper maintenance of cleanliness of the workplace

3.5 Receive and handle of goods delivered

3.6 Careful writing or filling of the goods received notes

in triplicate

3.7 Proper interaction with supplier in case of wrong

delivery

3.8 Proper crosschecking of the invoice with the good

received note in collaboration with his supervisor

329 | P a g e

LU 1: Write and Fill the purchase order

1

Learning Outcomes:

1. Identify the equipment, material and tools to be used 2. Draft the purchase orders 3. Write / fill the purchase order 4. Send purchase order

20 Hours

Learning Outcome 1.1: Identify the equipment, material and tools to be used

Types of equipment

Computer

Printer

Scanner

Types Materials

Papers

Pencils

Pens

Characteristics of equipment and

materials



of purchase order

o Individual exercises on

elements of purchase order

o Presentation on purchase order

- Reference Books

- Internet

- Computer lab

- Documentation

- Markers marking

schemes



330 | P a g e




Written evidence


Oral evidence

Ticking questions

Multiple questions


Expose ( Presentation)

Questionnaire

Proposed activity: Observation checklist

Concept

Task:Identify equipment, materials, and tools.

Checklist Score

Yes No

Types of equipment Identification

Types of equipment

Computer

Printer

Scanner

Types Materials

Papers

Pencils

Pens

Types of materials

Characteristics of equipment and materials

Observation


Proper identification of equipment, material and tools to be used

331 | P a g e

Learning Outcome 1.2 : Draft the purchase orders

Definition of term

Purchase order

Types of purchase orders

Regular order

Regular order- Received

Check with order

Quoted Bid order

Blanket order

Elements of purchase order

form / letter

Company address

Order number

Formal instruction to the

supplier “please supply”

Name and address of

supplier

Quality of items to be

supplied

Description of items to

be supplied

Terms of payments

Delivery date and

address

VAT reference number

Sign of the person

authorized to issue the

order

Group discussion on equipment

and materials to be used

- Reference books

- Computer

- Internet

- Visual aids

- Drawing set

- Documentation


332 | P a g e

Advantages and

disadvantages of purchase

order





Written evidence


Oral evidence

Ticking questions

Multiple questions



Questionnaire


Concept

Task:Draft a purchase order using its elements.

Checklist Score

Yes No

Types of purchase orders application

Regular order


Check with order

Elements of purchase order form / letter

Advantages and disadvantages of purchase order

Observation


Proper drafting of purchase order

333 | P a g e

Learning Outcome 1.3 : Write / fill the purchase order

Definition of purchase order


Regular order


Check with order

Quoted bid order

Blanket order

Elements of Purchase order

form/ purchase letter

Company address

Order number

Formal instruction to

the supplier “please

supply”

Name and address of

supplier

Quality of items to be

supplied

Description of items to

be supplied

Terms of payments

Delivery date and

address

VAT reference number

Sign of the person

authorized to issue the

order

Research on internet the

types of purchase orders

Practical exercise on filling a

purchase order

Practical exercise on writing

a purchase order

- Reference Computer

- Internet

- Visual aids

- Drawing set

- Documentation books


334 | P a g e

Write / fill Purchase order

form / purchase letter

Advantages and

disadvantages of purchase

order





Written evidence


Oral evidence

Ticking questions

Multiple questions



Questionnaire


Concept

Task:According to reply received choose a type of purchase order

and writer it in according to its elements.

Checklist Score

Yes No


Elements of Purchase order form / letter

Advantages and disadvantages of purchase order

Observation


Proper writing / filling the purchase order

335 | P a g e

Learning Outcome 1.4: Send purchase order

Selection criteria of

sending purchase order

Speed

Cost

Urgency

Availability

Means of sending purchase

order

E-mail

Fax

Post office

Hand-deliver

Telephone

Characteristics of each mean

Advantages and

disadvantages of delivery

means

Group discussion on

sending purchase order /

letter

Debate on the advantage s

and disadvantages of

delivery means

- ReferenceComputer

- Internet

- Visual aids





Proper sending purchase order form/letter


336 | P a g e


Written evidence


Oral evidence

Ticking questions

Multiple questions



Questionnaire


Concept

Task:: Choose the mean basing on its criteria and send purchase

order

Checklist Score

Yes No

Selection criteria of sending purchase order

Means of sending purchase order

Characteristics of each mean

Advantages and disadvantages of delivery means

Observation

337 | P a g e

LU 2 Make follow up of the purchases orders

2

Learning Outcomes:

1. Make follow up of the purchases order 2. Complain about the goods and services delivered 3. Make decision on receipt of supplier’s reply

15 Hours

Learning Outcome 2.1: Make follow up of the purchases order

Techniques of purchase

orders follow up

Purchase orders

Collection

Communicate

availability of the

Purchase orders

Files Collection

Receive supplier’s

acknowledgment

o Research on internet the

techniques of purchase order

follow up

- Reference Books

- internet

- Computer lab

- Documentation

- Markers marking schemes


338 | P a g e





Written evidence


Oral evidence

Ticking questions

Multiple questions



Questionnaire


Concept

Task:According to purchase order sent make a follow-up

techniques.

Checklist Score

Yes No

Techniques of purchase orders follow up Specification of embroidery hand tools

Observation

Learning Outcome 2.2 :Complain about the goods and services delivered

Causes of complains

Delay of goods and services

Damaged goods

Poor quality of goods and

Group discussion on factors

lead to rise of complain

Individual exercises on

elements of complaint letter

- Reference books

- Computer

- Internet

- Visual aids



Proper follow up of the purchasing order delivery to the destination

339 | P a g e

services

Incorrect quantity

Incorrect calculations on an

invoice

Means of communicating complaints

Written

Oral

Elements of written complaint letter

Company’s address

Address and sign off correctly

Complain reason

Solution suggestion

Format of complaint letter

Write a complain letter

Practical exercise on writing

a the complaint letter





Written evidence


Oral evidence

Ticking questions

Multiple questions



Questionnaire


Concept

Task:Identify equipment, materials, and tools.


Accurate complain about the goods and services delivered

340 | P a g e

Checklist Score

Yes No

Causes of complains

Means of communicating complaints

Elements of written complaint letter

Format of complaint letter

Observation

Learning Outcome 2.3:Make decision on receipt of supplier’s reply

Assess supplier’s reply

Process of decision making

Identify a decision

Gathering information

Assessing alternative

resolution

Group discussion on strategies in

making decision

Research on internet on process of

decision making

Individual exercise on the strategy

in making decision

- Reference books

- Computer

- Internet

- Visual aids





Proper decision making on receipt of supplier’s reply


341 | P a g e


Written evidence


Oral evidence

Ticking questions

Multiple questions



Questionnaire


Concept

Checklist Score

Yes No

Process of decision making

Seek solution in decision making

Observation

342 | P a g e

LU 3: Receive goods delivered in collaboration with the storekeeper

3

Learning Outcomes:

1. Maintaincleanliness of the workplace 2. Receive and handle of goods delivered 3. Write or fill the goods received notes in triplicate 4. Interact with supplier in case of wrong delivery 5. Crosscheck invoice with the goods received note in collaborating

to his supervisor 15 Hours

Learning Outcome 3.1: Maintain cleanliness of the workplace

Types and nature of wastes

Liquid type

Solid type

Hazards type

Recyclable type

Cleaning tools

Broom heads

Cleaning brushes

Dusters

Cleaning pads

Buckets

Floor machine parts

Methods of cleaning workplace

By hand

o Group discussion techniques of

receiving goods


techniques of receiving goods

- Reference Books

- Internet

- Computer lab

- Documentation


343 | P a g e

By machine

Waste removing techniques

Organic wastes

Non-organic wastes





Written evidence


Oral evidence

Ticking questions

Multiple questions



Questionnaire


Concept

Task: Clean the office according to cleaning tools using cleaning

methods

Checklist Score

Yes No

Types and nature of wastes

Cleaning tools

Methods of cleaning workplace

Waste removing techniques

Observation


Proper maintenance of cleanliness of the workplace

344 | P a g e

Learning Outcome 3.2: Receive and handle of goods delivered

Process of receiving goods

Receive goods,

Inspecting/ monitoring

Defect

Quantity

Quality

Checking on invoice

Checking on delivery note

Acceptance

Brain storming on types of

wastes

Group discussion on types

of cleaning tools


methods of cleaning

workplace

Individual exercise on waste

removing techniques

- Reference books

- Computer

- Internet

- Visual aids





Accurate selection of cleaning materials and products


345 | P a g e


Written evidence


Oral evidence

Ticking questions

Multiple questions



Questionnaire


Concept

Task:: Receive and handle goods delivered

Checklist Score

Yes No

Received goods

Inspecting / monitoring

Checking on invoice

Checking on delivery note

Acceptance

Observation

Learning Outcome 3.3: Write or fill the goods received notes in triplicate

Definition of goods received note

Elements of goods received note

Company address

Quality and quantity

Description

Sender and receiver’s address

Package

Note number

Group discussion on

elements of goods received

note

Individual exercises on filling

goods received note


advantages and

disadvantages of goods

- Reference Books

- internet

- Computer lab

- Documentation


346 | P a g e

Order number

Invoice number

Sign of receiver

Format of goods received note

Fill a Good received notes

Advantages and disadvantages of

goods received note

received note





Written evidence


Oral evidence

Ticking questions

Multiple questions



Questionnaire


Concept

Task:Write/fill goods received note in triplicates

Checklist Score

Yes No

Elements of goods received note

Format of goods received note

Fill a Good received notes

Advantages and disadvantages of goods received note


Careful writing or filling of the goods received notes in triplicate

347 | P a g e

Observation

Learning Outcome 3.4: Interact with supplier in case of wrong delivery

Definition of wrong delivery

Case of wrong delivery

Goods do not match with order

Quality

Quantity

Size

Tips to interact with supplier

Expectations setting

Prepare to interrogate

Understand the route cause

Provide feedback on

performance

Accept criticism

Group discussion on poor

supplier


techniques to interact with a

poor supplier

- Reference books

- Computer

- Internet

- Documentation





Written evidence Ticking questions


Proper interaction with supplier in case of wrong delivery


348 | P a g e


Oral evidence

Multiple questions



Questionnaire


Concept

Task:: interact with supplier on wrong delivery using interaction tips.

Checklist Score

Yes No

Case of wrong delivery

Tips to interact with supplier

Observation

Learning Outcome 3.5: Crosscheck invoice with the goods received note in collaborating to

his supervisor

Definition of invoice

Elements of an invoice

Company’s address

Invoice number

Order number

Quantity

Description

Unit price

Total price

Terms of payments

Terms of delivery

o Brainstorming on the

elements of an invoice


format of invoice

Individual exercise on

advantages and

disadvantages of invoice

- Reference books

- Computer

- Internet

- Drawing set

- Documentation


349 | P a g e

Sign

Format of an invoice

Advantages and disadvantages of

invoice




Checklist Score

Yes No

Elements of an invoice

Format of an invoice

Advantages and disadvantages of invoice

Observation


Proper crosschecking of the invoice with the good received note in collaboration

with his supervisor

350 | P a g e



King Faysal Hospital located at Gasabo-Kigali City needs to buy 80

mattresses. The mattress specifications are: 95cm of width, 20cm of

height, 187m of length, and 7metallic beds specifications are; 1m of

width, 180m length, and 35 mopes. Previously 50 office chairs were

ordered and delivered among those 15 were in bad conditions: 10

chairs were broken, 5 chairs with torn covers. As purchase clerk you

are requested:

A. To write a purchase order to MANUMETAL Ltd for above

equipment

B. Make a follow-up of the purchase order

C. How can you complain about the damaged items amicably?

D. Submit the purchase report.

N.B: You have to do the work in 2 hours

Tools, materials and equipment: - Computer

- Fax

- Telephone

- Postage

- Scanner

- Printer

- Papers

- Pens

- Pencils

- Highlighter

- Requisition books

- Electronic mails

351 | P a g e


Checklist Score

Yes No

Indicator: Purchase order is written / filled

Equipment, materials to write / fill purchase order are selected

Purchase order drafting

Fill the purchase order

Purchase order sending

Indicator: Purchase order follow-up is made

Purchase order follow-up techniques application

Delay of goods and services is considered

Reply received and decision taken

Indicator: Purchase order follow-up is made

Cleanliness of work place maintained

Process of receiving goods respected

Goods received note filled/written

Complain about wrong delivery is done

Invoice and goods received note are checked

Observation


Checklist Score

Yes No

Indicator: 80 mattresses width 95cm of width, 20inch of height,187m length are ordered and purchased

Reception of 80 mattresses

352 | P a g e

The model has all details

Indicator: metallic beds width measurements:1m by 180m length are ordered and purchased

Reception of 7 metallic beds textures

Indicator: 35 mopes are purchased

Reception of 35 mopes

Indicator: 10 chairs broken and 5 chairs appear to have torn cover are replaced

Reception of 15 chairs

Observation


Checklist Score

Yes No

Indicator: Buying plan is implemented

Buying plan

Indicator: Numbers and specifications are respected

No materials are wasted

Indicator: Complain of 15 chairs is done

Complain Result

Indicator: Purchase report is completed

Filled report format


Required time: 2hours

Observation

353 | P a g e

Reference books:

13. NEGOTIATIONS WITH SUPPLIERS

14. http://www.bradford.ac.uk/purchasing/media/purchasing/campusonly/Negotiations.pdf

15. 2. Guide to Evaluating Tenders and Quotes

16. http://www.centralgoldfields.com.au/CA2573450006E09E/All/42FEBF7DFB75738FCA2579

F20018E69A/$file/Guide%20to%20Evaluating%20Tenders%20&%20Quotes.pdf

http://www.bradford.ac.uk/purchasing/media/purchasing/campusonly/Negotiations.pdf

http://www.centralgoldfields.com.au/CA2573450006E09E/All/42FEBF7DFB75738FCA2579F20018E69A/$file/Guide%20to%20Evaluating%20Tenders%20&%20Quotes.pdf

http://www.centralgoldfields.com.au/CA2573450006E09E/All/42FEBF7DFB75738FCA2579F20018E69A/$file/Guide%20to%20Evaluating%20Tenders%20&%20Quotes.pdf

354 | P a g e

O M G P P 4 0 1 - PURCHASE ORDERS PLACING

OMGPP401 Prepare to place purchase orders


Credits: 5 50




Purpose statement


learners pretending to become professional purchase clerk, the trainees will be able to receive

purchase requisition, request for price quotations and catalogues, liaise with the purchasing

officer to evaluate the quotations , and it is fundamental for a trainee to first understand the

kind of work to perform by use of instruments, tools and equipment.

355 | P a g e


Describe the occupational and training process







1.Receive purchase requisition 1.8. Proper identification of equipment and materials to

be used

1.9. Proper receive and careful crosschecking the

purchases requisition

1.10. Adequate identification of the market factors

affecting supply

2.Request for price quotations and

catalogues

2.7. Proper preparation inquiry letter and receive reply

2.8. Proper Selection means of inquiry delivery

2.9. Proper receipt of reply to inquiry letter

3.Liaise with the purchasing officer to

evaluate the quotations

3.9 Proper comparison of price quotations according to

the selection criteria

3.10 Proper Identification and selection of supplier

3.11 Proper negotiation terms of supply and payment.

3.12 Appropriate review and evaluation of the existing

suppliers

3.13 Proper implementation of buying plan

356 | P a g e

LU 1: Receive purchase requisition equipment

1

Learning Outcomes:

1. Identify equipment and materials to be used 2. Receive and crosscheck the purchase requisition 3. Identify market factors affecting supply

15 Hours

Learning Outcome 1.1: Identify equipment and materials to be used.

Types of equipment and materials Computer Fax Telephone Postage Scanner Printer Papers Pens Pencils Highlighter Requisition books

Characteristics of equipment and tools

Advantage and disadvantage of equipment

o Brainstorming on equipment characteristics

o Internet research on equipment used to receive purchase requisition

o Demonstration (PR format)

o Observation of equipment

o Individual exercises on advantage and disadvantage

Documentary research and group discussion on characteristics of equipment and tools

- Reference Books - Internet - Computer lab - Documentation - Markers marking

schemes - Role play - Flipcharts - Markers


357 | P a g e





Written evidence


Oral evidence

Matching questions

Multiple questions

True or false question Ticking

Expose

Questionnaire


Task:Identify equipment, materials and tools according to their

characteristics.

Checklist Score

Yes No

Types of equipment and materials

Characteristics of equipment and tools

Observation


Proper identification of equipment and materials to be used

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Learning Outcome 1.2:Receive and crosscheck the purchase requisition

Definition of terms

Purchasing

Purchase requisition

Types of purchase requisition

Special Item

Fixed Cost

Purchasing process

Create requisition

Budget check

requisition

Approve requisition

Generate purchase

order

Elements of Purchase

requisition

Name of requestor

Quantity and quality

Description of

item(s) service(s)

being ordered

Code number

Date required

Supplier contact

name and phone

number…

Format of purchase

o Brainstorming on definitions,

purchasing process and elements

of purchase requisition

o Documentary research and group

discussion on types of purchase

requisition

o Individual exercises on elements

of purchase requisition (PR)

o Internet research on elements of

purchase requisition

o Practical exercises on sent and

received purchase requisition

o Role play on writing, sending and

receiving purchase requisition

- Reference books

- Computer lab

- Internet

- Visual aids

- Documentation

- Flipcharts

- Markers


359 | P a g e

requisition

Write purchase requisition





Written evidence


Oral evidence

Matching questions

Multiple questions


Expose

Questionnaire

Concept


Task:Receive and crosscheck purchase requisition according to its

elements

Checklist Score

Yes No

Types of purchase requisition

Purchasing process

Elements of purchase requisition

Format of purchase requisition

Observation


Proper receiving and careful crosschecking the purchases requisition

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Learning Outcome 1.3: Identify market factors affecting supply


Market

Product

Supply and demand

Types of market

Local market

Advantages and

disadvantages of

market

International market

Advantages and

disadvantages of

market

Factors affecting market

supply

Government policy

Tax of the commodity

Number of producers

Level of technology

Cost of producing the

commodity

Price expectations

Consumers ignorance

Political climate

Availability of factors of

production.

o Brainstorming on definitions

o Documentary research and

group discussion on types of

market


factors affecting market

supply

Internet research on

advantage and

disadvantage

Role play

Field visit

- Reference books

- Internet

- Documentation


- Computer lab

- Flipcharts

- Markers


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Written evidence


Oral evidence

Matching questions

Multiple questions


Ticking

Expose

Questionnaire


Task:Market visit and identify market factors affecting supply

Checklist Score

Yes No

Types of market

Advantages and disadvantages of market

Factors affecting market supply

Observation


Adequate identification of the market factors affecting supply

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LU 2: Operate embroidery equipment and tools

2

Learning Outcomes:

1. Prepare inquiry letter and receive reply 2. Select means of inquiry delivery 3. Receipt of reply to inquiry letter

10 Hours

Learning Outcome 2.1: Prepare inquiry letter and receive reply

Definition of terms

Inquiry letter

Invitation to tender

Reply to inquiry letter

Components of inquiry

letter

Company address

Description

Unit price

Total price

Write an inquiry letter

Types of reply letter

Quotation

Catalogue



group discussion on

components of inquiry letter

o Internet research on

Components of quotation

o Observation (format)

o Presentation

o Individual exercises on Writing

an inquiry form / letter

- Reference Books

- Internet

- Computer lab

- Documentation


- Printer

- Flipcharts

- Markers


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Price list

Brochures


Company address

Description

Unit price

Total price

Date of delivery and

term of payment

Format of quotation

Write quotation





Written evidence


Oral evidence

Matching questions

Multiple questions


Ticking

Expose

Questionnaire



Proper preparation inquiry letter and receive reply

364 | P a g e

Checklist Score

Yes No

Components of inquiry letter

Types of reply letter


Format of quotation

Inquiry letter

Observation

Learning Outcome 2.2:Select means of inquiry delivery

Types of inquiry delivery means

Electronic E-mail

Postage

Hand

Fax

Differentiation of Inquiry delivery

means

Advantages and disadvantages inquiry

delivery means


group discussion on

advantages and

disadvantages of inquiry

delivery means

Individual exercises

Presentation

Internet research on

differentiation of Inquiry

delivery means

- Reference books

- Computer

- Internet

- Fax

- Visual aids

- Flipcharts

- Markers

- Fax



Proper selection means of inquiry delivery


365 | P a g e




Written evidence


Oral evidence

Matching questions

Multiple questions


Expose

Questionnaire


Task:Select the means of inquiry delivery according to their

characteristics.

Checklist Score

Yes No

Types of inquiry delivery means

Differentiation of inquiry delivery means

Advantages and disadvantages inquiry delivery means

Observation

Learning Outcome 2.3:Receipt of reply to inquiry letter

Ways of reply to inquiry

letter

Electronic E-mail

Postage

Hand

Fax

Differentiation of reply

means

o Documentary research and group

discussion on advantages and

disadvantages of reply means


o Observation

o Presentation of types

o Individual exercises

- Reference books

- Computer

- Internet

- Visual aids

- Flipcharts

- Markers

- Fax


366 | P a g e

Advantages and

disadvantages of reply

means





Written evidence


Oral evidence

Matching questions

Multiple questions


Expose

Questionnaire


Checklist Score

Yes No

Ways of reply to inquiry letter

Differentiation of reply means

Advantages and disadvantages

Observation


Proper receipt of reply to inquiry letter

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LU 3 Liaise with the purchasing officer to evaluate the quotations

3

Learning Outcomes:

1. Comparison of price quotations 2. Identify and select the supplier 3. Negotiate terms of supply and payment.

25 Hours

Learning Outcome 3.1: Comparison of price quotations

Definition of term Supplier evaluation

Supplier selection process: Supplier identification Supplier evaluation Supplier’s contract

Best supplier selection criteria Price Quantity and quality Terms of payments Cost of transport

Price analysis techniques Comparison of competitive

bids Comparison of prior

quotations Comparison published price

list Price set by laws and

regulation Similar item comparison

o Brainstorming on definitions o Documentary research and

group discussion on supplier selection process

o Internet research on selection criteria

o Presentation of price analysis techniques

o Individual exercises on price analysis techniques

- Reference Books - Internet - Computer lab - Documentation - Flipcharts - Markers


368 | P a g e





Written evidence


Oral evidence

Matching questions

Multiple questions


Expose

Questionnaire


Task:Compare price quotation according to select criteria

Checklist Score

Yes No

Supplier selection process

Price analysis techniques

Selection criteria of a best supplier

Observation


Proper comparison of price quotations according to the selection criteria

369 | P a g e

Learning Outcome 3.2: Identify and select the supplier

Definition of term

Supplier evaluation

Supplier selection process:

Supplier identification

Supplier evaluation

Supplier’s contract

Best supplier selection criteria

Price

Quantity and quality

Terms of payments

Cost of transport


Comparison of competitive bids

Comparison of prior quotations

Comparison published price list

Price set by laws and regulation

Similar item comparison



group discussion on supplier

selection process

o Internet research on

selection criteria

o Presentation of price

analysis techniques

o Individual exercises on price

analysis techniques

- Reference Books

- Internet

- Computer lab

- Documentation

- Flipcharts

- Markers

o -





Proper identification and selection of supplier


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Written evidence


Oral evidence

Matching questions

Multiple questions


Expose

Questionnaire


Task:Compare price quotation according to select criteria

Checklist Score

Yes No

Supplier selection process


Selection criteria of a best supplier

Observation

Learning Outcome 3.3: Negotiate terms of supply and payment.

Definition of term

Payment negotiation

Term of supply

Price negotiation

Techniques of negotiation

The stages of negotiation

Preliminary Stage

Introductory Stage

Bargaining Stage


group discussion on

definitions

o Individual exercises on


Presentation of negotiation

outcomes

Internet research on stages

of negotiation

- Reference books

- Computer

- Internet

- Visual aids

- Flipcharts

- Markers


371 | P a g e

Agreement Stage

Post Agreement Stage

Negotiation Outcomes

Lose-Lose

Win-lose

Win-Win





Written evidence


Oral evidence

Matching questions

Multiple questions


Expose

Questionnaire


Checklist Score

Yes No


The stages of negotiation

Negotiation Outcomes

Observation


Proper negotiation terms of supply and payment

372 | P a g e

Learning Outcome 3.4: Review and evaluate the existing suppliers according to the market

situation.

Definition of term

Suppliers evaluation

Review criteria

Techniques of Reviewing existing

suppliers

Transportation

Cost

Time delivery

Suppliers qualification

Product quality/ services

Product name

Batch size

Review date

References to source

Comparison the review from

previous


group discussion on

definition


techniques of reviewing

existing suppliers

Research on internet

- Reference Books

- Internet

- Computer lab

- Documentation

- Flipcharts

- Markers





Appropriate review and evaluation of the existing suppliers


373 | P a g e


Written evidence


Oral evidence

Matching questions

Multiple questions


Expose

Questionnaire


Checklist Score

Yes No

Techniques of reviewing existing suppliers

Product quality/ services

Seek solution in review and evaluate existing supplier

Observation

Learning Outcome 3.5: Implement buying plan

Definition of term

Buying plan

The process of buying

Goods identification

Sent inquiries

Receive quotations

Issue purchase order

Receive acceptance letter

Receive goods delivery order

Receive dispatch note


group discussion on

definition


process of buying

Presentation of documentary

research


Practical exercises on buying

Role to play on buying

- Reference books

- Computer

- Internet

- Visual aids

- Drawing set

- Documentation

- Flipcharts

- Markers


374 | P a g e

Receive invoice note





Written evidence


Open questions

Task: Maintain embroidery machine

Arrange embroidery equipment and tools in workplace

Checklist Score

Yes No

Buying process

Buying Plan

Seek solution in implementing buying plans

Observation


Proper implementation of buying plan

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Rwanda Mountain Tea Company limited located at Nyarugenge-Kigali

City has three tea factories at Kitabi, Nyabihu and Rutsiro, two of the

industries have sent purchase requisitions for the following

requirements: 20 sacks of cement, 8 wheel brows and 2 water pipes of

14m and 20m long. As a purchase clerk in that company you are

requested by the Purchase Manager to prepare and put everything in

position within 2hours so that the requirements are purchased

Tools, equipments and materials - Spades - Computer - Fax - Telephone - Postage - Scanner - Printer - Papers - Pens - Pencils - Highlighter - Requisition books - Electronic -mails

376 | P a g e


Checklist Score

Yes No

Indicator: Purchase requisitions are received

Equipment, materials to receive purchase requisition are selected

Purchase requisition is received and crosschecked

Market factors to supply are identified

Indicator: Request for price quotations is done

Inquiry letter is prepared

Means of inquiry delivery selected

Inquiry letter/form is sent

Reply to inquiry letter received

Indicator: Evaluation of quotation is done

Existing supplier are reviewed and evaluated

Payments and term of supply negotiated

Supplier Identified and selected

Buying plan proposed

Observation

377 | P a g e


Checklist Score

Yes No

Indicator: Best Supplier is selected

Supplier Selection criteria followed

Indicator: Best Supplier is selected

Procedures are followed

Observation


Checklist Score

Yes No

Indicator: Both factories requests considered

Factories’s requests

Indicator: Buying plan is completed

Buying plan


Required time 3hours

Observation


Checklist Score

Yes No


Computer right reflector

Observation

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Reference books:

1.Kigenyi Frank David, simplified entrepreneurship for colleges 3rd edition 2009

Wasswa Balunywa, Business Administration 4th edition 2 Reference books:

1. Purchase Requisition & Purchase Order Policy.

http://policylibrary.columbia.edu/files/policylib/imce_shared/Requisition_and_PO_Policy_052915.pdf

2. Processing Purchase Requisitions and Change Orders

http://finance.columbia.edu/files/gateway/content/purchasing/req_co_quickguide.pdf

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O M G P P 4 0 1 - PROCESSING PAYMENT

OMGPP401 Process payment


Credits: 3 30



Issue date:October, 2017

Purpose statement


learners pretending to become professional Sales Clerk, the trainees will be able to operate the

point of sales terminal, receive cash from customer and eventually record cash and provide

receip . It is fundamental for a trainee to first understand the kind of work to perform by use of

tools and machines.

380 | P a g e


Implement safety, health and environmental policies and procedures

Stock related issue handling

Product and service selling

Quality customer service provision







1.Operate point of sale terminal 1.1. Proper identification of tools and equipment used

at the point of sale.

1.2. Proper differentiation of point of sale machines

according to their characteristics.

1.3. Proper use the point of sales equipment and

tools as per manufacturer's user guide

1.4. Proper caring of point of sales' tools and

equipment as per manufacturer's

2.Receive cash from customers 2.1. Proper identification of the different methods of

cash remittances.

2.2. Careful Receipt and cash counting.

2.3. Appropriate conversion of currency considering

foreign exchange rates

2.4. 2.Proper issuing cash balance to customer

2.5. 2.5 Careful keeping and Protect of cash

3.Record cash and provide receipt 3.1 Careful recording of the cash in a cash register

Book .

3.2 Careful record of cash in electronic ways.

3.3 Proper provision of the receipt using hand

3.4 Proper provision of the receipt using electronic

machine

381 | P a g e

LU 1: Operate point of sale terminal

1

Learning Outcomes:

1. Select material, tools and equipment. 2. Identify different point of sale machines according to their 3. use and operate for the point of sales equipment and tools as

per manufacturer's user guide

10 Hours

Learning Outcome 1.1: Identify the tools and equipment used at the point of sale

Definition of term Point of sale

Different equipment used at the point of sale Receipt printer Touch screen Cash drawer Barcode scanner POS keyboard Receipt paper Signature capture pad Scale Credit card reader

Different types of point of sale Mobile point of sale Tablet POS Terminal POS Online POS Self-service kiosk POS

o Group discussion on equipment used at the point of sale

o Research on internet o Market visits o Role play of point of sale o Brain storming on different

equipment on the different types o Practical exercises

- Reference Books - internet - Computer - Module manuals - flipchart


382 | P a g e





Written evidence


Visual evidence

Oral evidence

concept


Checklist Score

Yes No

Definition of term: point for sale

Listing the different equipment used at the point of sale

Receipt printer

Touch screen

Cash drawer

Barcode scanner

POS keyboard

Receipt paper

Signature capture pad

Scale

Credit card reader Selection of tools


Identify the tools and equipment used at the point of sale

383 | P a g e

Identifying the different types of sale

Mobile point of sale

Tablet POS

Terminal POS

Online POS

Self-service kiosk POS

Observation

Learning Outcome 1.2: Identify different point of sale machines according to their

characteristics

Characteristics of the point of

sale machines

Fast check out

Inventory tracking

Customer dates

Automated purchasing

program

Capabilities for multiple

location

Payment card industry

Reporting tools

Different soft wares used at

the POS

Elite POS

Flex POS

True POS

o Group discussion on the features

of the point of sale machines


o Role play on different soft wares

used at the POS


- Reference books

- Computer

- Internet

- Visual aids

- Computer

- internet

- Module manuals

- Flipchart


384 | P a g e

Marg counter

Fusion retailing

Factors considered when

buying a POS machine

Pricing

Reporting

Integrated

Support

Usability





Written evidence


Oral evidence

concept


Checklist

Score

Yes No

Identifying the characteristics of the point of sale machine

Fast check out

Inventory tracking

Customer dates

Automated purchasing program

Capabilities for multiple location


Identify different point of sale machines according to their characteristics

385 | P a g e

Payment card industry

Reporting tools Classification of equipment

Identifying the different types of soft wares used at the POS

Elite POS

Flex POS

True POS

Marg counter

Listing the factors considered when buying POS Pricing

Reporting

Integrated

Support

Usability

Observation

386 | P a g e

Learning Outcome 1.3: use and operate for the point of sales equipment and tools as per

manufacturer's user guide

Reasons for using a POS

Eliminates human error

Reduce your losses

Increases efficiency

Know your return on

investment

Optimize your check out

process

Keep prices accurate and

consistent

POS role

Makes transaction

Records sales

Tracks inventory

Clocking of employees

Operate POS equipments

o Group discussion on the

reasons for using a POS

machine


product standard


o Visits to the nearby

Supermarket


o Visit supermarkets

- Books

- Computer

- Flipchart

- Internet

- Visual aids

- Module manuals





Written evidence


Oral evidence

concept



use and operate for the point of sales equipment and tools as per

manufacturer's user guide


387 | P a g e

Checklist Score

Yes No

Stating the reason for using a POS

Eliminates human error

Reduce your losses

Increases efficiency

Know your return on investment

Optimize your check out process

Keep prices accurate and consistent

Stating Different role of POS

Makes transaction

Records sales

Tracks inventory

Clocking of employees Identification the parts of embroidery machine

Operating a POS equipment

Observation

Learning Outcome 1.4: Care for the point of sales equipment and tools as per manufacturer's

user guide

Types of cleaning tools

Cleaning brushes

Cleaning dusters

dust blowers

- Books

- Computer

- Flipchart

- Internet


388 | P a g e

mopes

Types of cleaning products

liquid soap

Detergents

Sprays

Caring for the POS tools and

equipment

Keep your POS clean

Read the manual

Turn off all components

when not in use

Use a dry cloth

- Visual aids

- Module manuals





Written evidence


Oral evidence

concept



Care for the point of sales equipment and tools as per manufacturer's user guide

389 | P a g e

Checklist Score

Yes No

Stating the different types cleaning tools

Cleaning brushes

Cleaning dusters

dust blowers

mopes

Stating the types of cleaning product

liquid soap

Detergents

Sprays

Application of care to the POS tools and equipment

Keep your POS clean

Read the manual

Turn off all components when not in use

Use a dry cloth

Observation

390 | P a g e

LU 2: Receive cash from customers

2

Learning Outcomes:

1. Identify the different methods of cash remittances 2. Receive and count cash 3. Issue cash balance to customer

10 Hours

Learning Outcome 2.1: Issue cash balance to customer

Issue cash balance to customer

o Group discussion


o visits

o Observation

o Role play



- Reference Books

- internet

- Computer

- Module manuals

- Flipchart



Identify the different methods of cash remittances


391 | P a g e




Written evidence


Oral evidence

concept


Checklist Score

Yes No

Stating methods of cash payments

E- payment

Payment by mail

Payment in person

Domestic wire transfer

Foreign wire transfers

Stating the advantages of E payment

Time saving

Expenses control

Reduced risks of loss and Theft

Low commission

User friendly

Convenience

Stating disadvantages of E-paymentt

Restrictions

Risk of being hacked

Lack anonymity

Necessity of internet access.

392 | P a g e

Problem of transferring

Observation

Learning Outcome 2.2: Receive and count cash

Ways of counting cash

By hand

By cash counting machine

Counting money Steps

Coins and bills gathering

Size and value organisation

Stack value calculation

Coins and bills addition

Counting machine advantages

time Saving

Accuracy

Easy operation

Convenience

Intelligence

Fake note detection


steps taken to count cash


o Role play

o making


discounts calculation

o visits

See Learning

Outcome 2.1





Receive and count cash


393 | P a g e


Written evidence


Visual evidence

Oral evidence

concept


Checklist Score

Yes No

Application of the ways of money counting.

By hand

By cash counting machine

Apply cash counting steps Coins and bills gathering

Size and value organization

Stock value calculation

Coins and bills addition

List the advantages of cash counting machine

time Saving

Accuracy

Easy operation

Convenience

Intelligence

Fake note detection

Observation

394 | P a g e

Learning Outcome 2.3: Issue cash balance to customer

Definition of terms

Cash balance

Errors arising in giving

cash balance

miscalculation

omission of entries

Balance calculation

By hand

By using a calculator

o Group discussion on conversion

of currency from home

currency to foreign currency


o Practical exercises on cash

balance


- Reference

books

- Computer

- Internet

- Visual aids

- Computer

- internet

- Module

manuals

- Flipchart





Written evidence


Visual evidence

Oral evidence

Concept

Ticking

List

Expose


Task: convert 10,000frw into Dollars.


convert currency considering foreign exchange rates conversion


395 | P a g e

Checklist Score

Yes No

Define the terms

Exchange rates

Foreign exchange

Listing the foreign exchange transaction types

Sport transaction

Forward transaction

Future transaction

Swap transaction

Option transaction

Showing the sources of foreign exchange rate information

From news papers

From NBR

From different banks

From Forex bureau

Application of conversion rate

From home to foreign currency

From foreign to Home currency

Observation

Learning Outcome 2.4: Keep and Protect cash


396 | P a g e

Types of Cash risks

Cash embezzlement

Cash thefts

cash fraud

Types of security devices

CCTV Cameras

Safe alarms

Drawers

Alarm padlock

Measures to control cash

risks

Cash levels low keeping

cash drawer closing

Strong cash drawer use

o Group discussion on factors to

increase the risk of robbery


o Role play



- Reference

books

- Computer

- Internet

- Visual aids

- Computer

- internet

- Module

manuals

- Flipchart

- Visual aids





Written evidence


Oral evidence

Concept

Discuss

Listing

Ticking


Task: Identify the security devices


Keep and Protect cash

397 | P a g e

Checklist Score

Yes No

Listing types of cash risk

Cash embezzlement

Cash thefts

cash fraud

Identifying types of security devices

CCTV Cameras

Safe alarms

Drawers

Alarm padlock

Applying measures to control cash risks

Cash levels low keeping

cash drawer closing

Strong cash drawer use

Observation

398 | P a g e

LU 3: Record cash and provide receipt

3

Learning Outcomes:

1. Record the cash in a cash register Book. 2. Record the cash in an electronic way 3. Provide receipt using hand and

10 Hours

Learning Outcome 3.1: Record the cash in a cash register Book

Definition of terms

Cash register book

Cash receipts

Cash payment

Procedure of recoding cash

received

Recording cash / checks

Forward payments

Apply cash to invoices

Record other cash

Deposit cash

layout of cash register book

Cash register book

Sales journal

o Group discussion


o Observation

o Role play



- Reference books

- Computer

- Internet

- Visual aids

- Computer

- internet

- Module manuals

- Flipchart


399 | P a g e

Recording transaction in the

cash register book.





Written evidence


Oral evidence

Concept

Ticking

List

Expose


Task: design the cash register

Checklist Score

Yes No

Definition of term

Cash register book

Cash receipts

Cash payment

Identifying the Procedure of recording cash received


Record the cash in a cash register Book

400 | P a g e

Recording cash / checks

Forward payments

Apply cash to invoices

Record other cash

Deposit cash

Designing

Cash register book

Sales journal

Recording transaction in the cash register book

Observation

Learning Outcome 3.2: Record the cash in an electronic way

Definition of terms

Electronic cash register

Types of electronic Cash registers

Touch electronic compact cash

register

Cash payment electronic cash

register

Touch dual screen super market

Lot sale electronic register

Super market cashier drawer

Electronic cash register operation

cash register Setting up plugging in.

Batteries installation

o Group discussion


o Observation

o Role play



- Reference

books

- Computer

- Internet

- Visual aids

- Computer

- internet

- Module

manuals

- Flipchart

- Visual aids


401 | P a g e

Receipt paper Installation

Till drawer unlocking

Cash register Turning on

Cash register Programming

User's Code entering

User's names entering





Written evidence


Oral evidence

Concept

Setence completion

Discussion


Task: operate an electronic cash register

Checklist Score

Yes No

Definition of terms: electronic cash register

Differentiating types of electronic cash registers

Touch electronic compact cash register

Cash payment electronic cash register

Touch dual screen super market

Lot sale electronic register

Super market cashier drawer


Record the cash in an electronic way

402 | P a g e

Operating the electronic cash register

Cash register Setting up plugging in.

Batteries installation

Receipt paper Installation

Till drawer unlocking

Cash register Turning on

Cash register Programming

Observation

Learning Outcome 3.3: Provide receipt using hand

Definition of terms

Receipt

Cash sale slip

Types of receipts

Payment receipt

Petty cash receipt

Free receipt

Business receipts

Invoice receipts

Donation receipt

Writing receipt

Hand written receipt

carbon copy use

Company stamp use

o Group discussion


o Role play



- Reference

books

- Computer

- Internet

- Visual aids

- Computer

- internet

- Module

manuals

- Flipchart

- Visual aids


403 | P a g e

Including all necessary

information for sales

receiving

Electronic processed receipt

Entering security code

Keying in amount for first

item

Hitting the corresponding

departments

Adding any necessary

discount to the price

Keying in amount for remain

item

Hitting the subtotal baton

Determining how customer is

going to pay(Cash, Credit

card, check)

Closing till drawer





Written evidence


Oral evidence

Concept

Sentence completion

Expose


Task:Write a receipt


Provide receipt using hand

404 | P a g e

Checklist Score

Yes No

Definition of terms

Receipt

Cash sale slip

Identifying different types of receipt

Payment receipt

Petty cash receipt

Free receipt

Business receipts

Invoice receipts

Donation receipt

Writing a receipt


carbon copy use

stamp use Company

Including all necessary information for sales receiving

Observation

Learning Outcome 3.4: Provide receipt using electronic machine

Definition of terms

Receipt

Cash sale slip

o Group discussion


o Role play

- Reference

books

- Computer


405 | P a g e

Types of receipts

Payment receipt

Petty cash receipt

Free receipt

Business receipts

Invoice receipts

Donation receipt

Writing receipt


carbon copy use

Company stamp use

Including all necessary

information for sales

receiving



Keying in amount for first

item

Hitting the corresponding

departments

Adding any necessary

discount to the price

Keying in amount for remain

item


Determining how customer is

going to pay(Cash, Credit

card, check)

Closing till drawer



- Internet

- Visual aids

- Computer

- internet

- Module

manuals

- Flipchart

- Visual aids


406 | P a g e




Written evidence


Oral evidence

Concept

Sentence completion

Expose


Task:Processing an electronic receipt

Checklist Score

Yes No

Processing an electronic receipt


Keying in amount for first item

Hitting the corresponding departments

Adding any necessary discount to the price

Keying in amount for remain item


Determining how customer is going to pay(Cash, Credit card, check)

Closing till drawer

Observation


Provide receipt using electronic machine

407 | P a g e



Karake came to buy the following items in Simba Supermarket located at Kimironko where you are newly employed as Sales Clerk. These items are: bread (5pcs) for 1000RWF/pc, red wine (5 bottles), 20000rwf/ bottle, flour (6kg) 2500rwf/kg. Another customer bought the same items and paid in US dollars and paid 200 dollar, You are required by your sales manager to use, operate and care for the POS machine .You are also supposed to receive, keep, record and protect cash from customers in form of foreign and home currency and give balance to them, After which you provide a hand or electronically processed receipt. In two hours show how you would go about with the above situations

Tools, equipments and materials - Printers - Record books - Pens - Computer - Calculators - Counting machines - Cash drawers - Receipt books - Carbon papers - Padlocks - alarms - Cleaning brush

408 | P a g e


Checklist Score

Yes No

Indicator: Tools and equipment are identified

Identification of tools and equipments used at the POS

Receipt printer

Barcode scanner

Cash drawer

POS keyboard

Indicator: Different types of soft ware used at the POS are identified

Identification of the software used at the POS

Elite POS

Flex POS

True POS

Marg counter

Indicator: The point of sales equipment and tools are used and operated

Using the POS

Making transaction

Recording sales

Tracking inventory

Indicator: Care is applied to the POS tools and equipment

Keeping your POS clean

409 | P a g e

Turning off all components when not in use

Using a dry cloth to clean

Indicator: The methods of cash remittances identified

Identification of the methods of cash

remittances

E- payment

Payment by mail

Payment in person

Domestic wire transfer

Foreign wire transfers

Indicator: Cash is received

Coins and bills gathering

Size and value organization

Stack value calculation

Indicator: Types of foreign exchange transaction followed

Sport transaction

Forward transaction

Future transaction

Swap transaction

Indicator: Cash balance is issued to customer

Issuing cash balance to the customers.

Error of miscalculation and omission

Indicator:Cash is Kept and well Protected

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Protecting and keeping cash

Alarm padlock use

Cash levels low kept low

Safe alarms use

cash drawer closed

Strong cash drawer used

Indicator: Cash recorded in a cash register book

Designing cash register book

Date column

Details column

Amounts column

Recording in the cash register book

Indicator: A hand written receipt is provided

Using carbon copy

Using Company stamp

All necessary information for sales included

Indicator: Receipt provided using an electronic cash register

Keying in security code

Hitting corresponding departments


Observation

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Checklist Score

Yes No

Indicator: The point of sale machine well used

No problem indicator light


Indicator: Hand written receipt well processed

Indicator: Hand written receipt well processed


Observation


Checklist Score

Yes No

Indicator: Cash book is produced

No errors found

Indicator: The time is respected

2hours

Indicator: Receipts produced

Receipt

Observation


Checklist Score

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Yes No

Indicator: Safety measures followed

Noise protection

Noise protection

Noise protection

Indicator: Balance well given

No customers complaint

Observation

Reference books:

17. Kigenyi F., David.(2010). Entrepreneurship for Rwanda, ordinary Level, V.I, KK Publishers and

stationers Ltd.

18. Frank Wood. (2009). Principles of Counts for East Africa, fourteenth impression.

19. Albrecht, K. 1995. At America’s Service: How Your Company Can Join the Customer Service

Revolution. New York: Grand Central Publishing

20. http://www.crmxchange.com/uploadedFiles/Featured_White_Papers/PDF/5_Core_Principl

es_of_Customer_Care.pdf

21. http://www.providesupport.com/blog/types-of-complaining-customers-and-how-to-handle-

complaints/

22. https://www.thebalance.com/providing-excellent-customer-service-2951744

https://www.entrepreneur.com/article/289167

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O M G P S 4 0 1 - PRODUCTS AND SERVICES SELLING

OMGPS401 Sell products and services


Credits: 5 50

Sector: Agriculture and Food processing

Sub-sector: Food processing

Issue date: June, 2018

Purpose statement


learners pretending to become professional Sales Clerk, the trainees will be able to gather

different information, search for market, conduct a close sale, make sales of product/services,

deliver products to customers and eventually maximize opportunities. It is fundamental for a

trainee to first understand the kind of work to perform by use of tools and machines.

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Quality customer service provision







1. Gather information about the

Product /service

1.11. Proper collection of product or service information

about quality quantity and in accordance with ways of

gathering information

1.12. Proper collection information as per delivery

procedures

1.13. Adequate collection information in accordance with

stock policy and legislative requirements

1.14. proper collection of information in accordance

with substitute and competitors.

2. Gather information about the

Customer

2.10. Proper collection of information in accordance with

satisfactory perception


unsatisfactory perceptions


improvement proposals of the products

3. Collect perceptions about the

product/service from the Customer

3.14 Precise checking state of equipment and tools

3.15 Accurate selection of cleaning materials and

products

3.16 Appropriate application of basic maintenance of

equipment and tools

4. Select the Market. 4.1 Appropriate selection of market in accordance with market research

4.2 Adequate selection of the market as per market Assessment procedures

4.3 . Adequate trial of market in accordance with the product launching procedures

415 | P a g e

5. Conduct closes sale 5.1 Adequate approach of customer in accordance with personal sale procedures

5.2 Careful influence on customer in accordance with purchase decision procedures

5.3 Proper Selection and application of appropriate methods of closing

6. Deliver the products/services to the

selected market

6.1 Appropriate selection of safe product delivering in accordance with packaging procedures

6.2 Proper transferring and transporting the product as per delivery methods

6.3 Proper reporting as per delivery reporting methods

7. Maximize sales opportunities 7.1 Proper identification of ways of increasing opportunities as per sales promotional methods

7.2 Adequate maximization of opportunities as per complementary products or services.

7.3 Proper consultation with relevant staff to maximize future sales in accordance with sales maximization strategies

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LU 1: Gather information about the Product /service

1

Learning Outcomes:

1. Collect products' or services' information about quality quantity and in accordance with ways of gathering information

2. Identify needs in accordance with customers’ motives and requirements

3. Collect information in accordance with stock policy and legislative requirements

4. Collect information in accordance with substitute and competitors

5 Hours

Learning Outcome 1.1: Collect products' or services' information about quality quantity and in

accordance with ways of gathering information

Definition of terms(quality & quantity)

Ways of gathering information Questionnaires Internet Face to face interview

Advantages and disadvantage of the methods of gathering information

o Group discussion on ways of gathering information

o Research on internet o Market visits o Role play o Brain storming

- Reference Books - internet - Computer - Module manuals - flipchart



417 | P a g e




Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion

Proposed activity: observation checklist

Task:Design a questionnaire to gather information about the

product.

Checklist Score

Yes No

Design Questionnaire to producer/supplier

Interview producer/supplier

Use internet

Observation

Learning Outcome 1.2: Identify needs in accordance with customers’ motives and requirements

Definition of the terms

customers' needs

Customers' motives about

the quality of the product

aspects of quality

misconception about

o Group discussion on the quality

of the product/service


o Role play

o making

o Practical exercises on discounts

- Reference books

- Visual aids

- Computer

- internet

- Module manuals



Proper collection of product or service information about quality quantity and

in accordance with ways of gathering information

418 | P a g e

quality

Packaging

Price and discounts of

product

Pricing

calculation of discounts

calculation

- Flipchart





Written evidence


Oral evidence

Product evidence

Expose

Role play

Ticking

Sentence completion

Multiple choice


Task:Design a questionnaire for asking stock information

Checklist Score

Yes No

Stating ways of stock information

Interview

Stock document

- List Stock's information

Lifespan

Safety

Instructions for use

Disposal


Proper collection information as per delivery procedures

419 | P a g e

Repairing damaged product

Stock balance

Repairing damaged product

Stock balance

Observation

Learning Outcome 1.3 : Collect information in accordance with stock policy and legislative

requirements

Damaged/obsolete product

disposal

repair of damaged

products

Product/ service standards

Lifespan

safety

instructions for use

Information about taxes of

the products/service

source of tax information


products' standards


- Books

- Computer

- Flipchart

- Internet

- Visual aids

- Module manuals





Adequate collection information in accordance with stock policy and

legislative requirements


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Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion

Multiple choice


Task:Design a questionnaire for intended to competitor

Checklist Score

Yes No

Interview competitors/Customers

Design questionnaire to competitor

Types of competitors

Identification

Direct

Indirect

Perceived

Partner

Competitors' information identification

Location

Quality

Quantity

Price

Technology

Quantity

Price

Observation

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Learning Outcome 1.4: Collect information in accordance with substitute and competitors

Definition of terms

substitutes

competitors

Types substitutes and

competitors

Direct

Indirect

Replacement

Information about

competitors

Location

Quality

Quantity

Price

Information about

substitute

Availability

Quality

Quantity

Price

o Group discussion on type

of substitutes and

competitor


- Reference books

- Visual aids

- Computer

- internet

- Module manuals

- Flipchart



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LU 2: Gather information about the Customer

2

Learning Outcomes:

1. Identify the needs in accordance with customers behaviours 2. Identify the needs in accordance with customers’ motives and

requirements 3. identify information in accordance with the communication

procedures with customers

10 Hours

Learning Outcome 2.1: Identify the needs in accordance with customers behaviours

Definition of term

Behaviours

Types of customers and

their behaviours

Royal customer

Impulsive customer

Discount- customer

need- based customer

o Group discussion customer

behaviours


o visits

o Observation

o Role play on working with

different types of customers

- Reference Books

- internet

- Computer

- Module manuals

- Flipchart



Proper collection of information in accordance with substitute and competitors

423 | P a g e

Wondering customer

Working with the

different types of

customers




Learning Outcome 2.2 : Identify the needs in accordance with customers’ motives and

requirements


customers' needs

customers' motives about quality of

the product

aspects of quality

misconception about quality

Packaging

Price and discounts of product

Pricing

calculation of discounts


quality of the

product/service


o making


discounts calculation

- Reference books

- Computer

- Internet

- Visual aids

- Flipchart



Proper identification of needs in accordance with customers’ motives and

requirements



Appropriate identification of needs in accordance with customers behaviors

424 | P a g e




Written evidence

Oral evidence

Expose

Role play

Ticking

Sentence completion

Multiple choice


Checklist Score

Yes No

Definition of term

Customer motives

Customer motives identified

aspects of quality

Packaging

Price

Discounts

Customer care

Observation

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Learning Outcome 2.3: Identify information in accordance with the communication


Definition of term

Communication

Communication

channels

Ways of communicating

with customers

Through Sales

representative

Advertisement through

media

Short messaging

Promotional staging

Procedures of

communication with

customers

Planning the messages

Selection of the way to

communicate

Follow up for feedback

o Group discussion on how to

communicate with customers



communication with customers

- Reference books

- Computer

- Internet

- Visual aids

- Flipchart





Proper identification of information in accordance with the communication



426 | P a g e


Written evidence

Oral evidence

Expose

Role play

Ticking

Sentence completion


Checklist Score

Yes No

Ways of communication identification

Through Sales representative

Advertisement through media

Short messaging

Promotional staging

Communication procedures identification

Planning the messages

Selection of the way to communicate

Follow up for feedback

Observation

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LU 3: Collect perceptions about the product/service from the Customer

3

Learning Outcomes:

1. Collect information in accordance with satisfactory perceptions 2. Collect information in accordance with unsatisfactory

perceptions 3. Collect information in accordance with improvement proposals

of the products

5 Hours

Learning Outcome 3.1: Collect information in accordance with satisfactory perceptions

Definition of terms

customers'

Perception

Satisfaction

Principals of customers

satisfaction

Listening and reflecting

Taking charge of needs and

wants

Efficiency in problem solving

Factors that affect customers'

satisfaction

Trust

quality


customers' satisfaction


o Observation

- Reference books

- Visual aids

- Computer

- internet

- Module manuals

- Flipchart


428 | P a g e

reliability

responsiveness





Written evidence


Oral evidence

Product Evidence

Expose

Role play

Ticking

Sentence completion


Task:Design a questionnaire intended to customer dissatisfactory

Checklist Score

Yes No

Interview customers

Questionnaire designed

Ways of gathering customer satisfaction identification

Questionnaires

Internet

Interview

Principals of customers satisfaction identification

Listening and reflecting

Taking charge of needs and wants

Efficiency in problem solving


Proper collection of information in accordance with satisfactory perception

429 | P a g e

Stating factors affecting customers' satisfaction

Trust

quality

reliability

responsiveness

Observation

Learning Outcome 3.2: Collect information in accordance with unsatisfactory perceptions

Definition of terms

customers'

Perception

Unsatisfaction

Principals of customers unsatisfaction

not listening and reflecting

Not taking charge of needs and

wants

inefficiency in problem solving

Factors that affect customers'

satisfaction

Distrust

Poor quality

Unreliability

Irresponsiveness


customers' dissatisfaction


o Observation

- Reference books

- Visual aids

- Computer

- internet

- Module manuals

- Flipchart


430 | P a g e





Written evidence


Oral evidence

Product evidence

Expose

Role play

Ticking

Sentence completion

Multiple choice


Task: Design a questionnaire intended to customer dissatisfactory

Checklist Score

Yes No

Interview customers

Administer questionnaire

Principals of customers dissatisfaction identification

Not listening and reflecting

Not taking charge of needs and wants

Inefficiency in problem solving

Ways of gathering customer dissatisfaction identified

Questionnaires

Internet

Interview


Proper collection of information in accordance with unsatisfactory perceptions

431 | P a g e

Factors of assessing customers' proposals identified

availability of resources

Numbers of customers'

Cost benefit assessment

Observation

Learning Outcome 3.3: Collect information in accordance with improvement proposals of the

products

Definition of the term

Product improvement

Receive customers' proposals about

the products improvement

Interest of receiving proposal

Show willingness to improve

Participate in assessing the customers

proposals on improvement of the

product

Availability of resources



Follow up of implementation of

customers' proposals and give

feedback

o Brainstorming on

improvement proposals

o Role play on receiving

customers' proposals



follow up of customers'

proposals

- Reference books

- Computer

- Internet

- Visual aids

- Computer

- internet

- Module manuals

- Flipchart


432 | P a g e





Written evidence


Oral evidence

Product evidence

Expose

Role play

Ticking

Sentence completion

Multiple choice


Task : Design a questionnaire intended to customer's improvement

proposal

Checklist Score

Yes No

Stating ways of gathering customers' proposal

Interview

Questionnaire

Interview the customer

Administer questionnaire to customer

Factors of assessing customers' proposals identified

availability of resources



Observation


Proper collection of information in accordance with improvement proposals of

the products

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LU 4: Select the market

4

Learning Outcomes:

1. Select the market in accordance with market research 2. Select the market as per market Assessment procedures

3. Try the market in accordance with the product launching

procedures

10 Hours

Learning Outcome 4.1: Select the market in accordance with market research


Market research

Types of market

domestic market

regional market

international market

Marketing mix(5P)

Place

Price

Position

promotion

o Group discussion market mix


o Visit of market

- Reference Books

- internet

- Computer

- Module manuals

- Flipchart

- Visual aids



434 | P a g e




Written evidence


Oral evidence

Expose

Role play

Ticking

Multi[le choice

Sentence completion


Task: Conduct a market research using marketing mix

Checklist Score

Yes No

Type of market identification

Marketing mix application

Place Price Position promotion

Stating the advantage and disadvantages of market assessment

Types of market identified

Domestic market Regional market

International market

Observation


Conduct the market research

Appropriate selection of market in accordance with market research

435 | P a g e

Learning Outcome 4.2:Select the market as per market Assessment procedures

Definition of term

Market assessment

Market assessment

procedures

Market segmentation

Market trends

SWOT analysis

Success factors

environment analysis

Competitive analysis

Target analysis

Advantage and disadvantage

of market assessment

o Group discussion on market

assessment/advantages

&disadvantages of market

assessment


o Role play

o Observation

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals





Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion


Task:Conduct a SWOT analysis of a selected market


Adequate selection of the market as per market Assessment procedures


436 | P a g e

Checklist Score

Yes No

Outline the Market assessment procedures

Market segmentation

Market trends

SWOT analysis

Success factors

Stating advantages of market assessment

Observation

437 | P a g e

Learning Outcome 4.3: Try the market in accordance with the product launching procedures

Definition of terms

Market trial

Market launching

Tips for successful product

launch

Prepare to know your

target audience

Clear information

Goal setting

Steps of launching a

product

Choose a brand name

Logo creation

Interview potential

manufacturers

o Group discussion steps of

launching the

o market


o Visit of market

o Role play

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals





Written evidence

Oral evidence

Expose

Role play

Ticking

Multiple choice

Sentence completion



Adequate trial of market in accordance with the product launching procedures


438 | P a g e

.

Checklist Score

Yes No

Stating the tips to lunch the market Knowing the target audience Clear information Goal setting

Stating the steps to lunch the product Choosing a brand name Logo creation Interviewing potential

Observation

439 | P a g e

LU 5: Conduct close sales

5

Learning Outcomes:

1. Approach the customer in accordance with personal sale procedures

2. Influence the customer in accordance with purchase decision procedures

3. Select and apply of appropriate methods of closing sale

10 Hours

Learning Outcome 5.1: Select timber according to availability

Definition of terms

Personal selling

Advantages of personal

selling

deals directly with

customers

Enables negotiations

Enables to meet

customers'

requirements

Enables sale of big

industrial product

Helps to build durable

and everlasting

o Group discussion on personal

sale


o Visit of market

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals


440 | P a g e

relation

Procedures /steps of

personal selling

Pre-sale preparation

Prospecting

Approaching

Presentation

Demonstration





Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion

Multiple choice


Task:Conduct a SWOT analysis of a selected market

Checklist Score

Yes No

Definition of Personal selling

Listing the advantages of personal selling

Dealing directly with customers

Enables negotiation

Enables sale of big industrial products

Helps to build durable relation

Applying the procedures of personal selling

Pre- sale preparation


Adequate approach of customer in accordance with personal sale procedures

441 | P a g e

Prospecting

Presentation

Demonstration

Observation

Learning Outcome 5.2 : Influence the customer in accordance with purchase decision

procedures

Understand the Customers'

needs

Friendliness

Understand and

empathy

Fairness

Control

option and alternatives

information

Capture the customers

attention

Ovoid overly

prominent branding

Create positive

emotional feeling

surprise customers, but

avoid to shock them

Effective bargaining tips:

Being discrete

being diplomatic


capture customers' attention


o Visit of market

o Role play on effective

bargaining

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals


442 | P a g e

Giving them an

incentive to bargain

Asking open ended

questions

Doing one's homework

Following one's

intelligent

Using silent

Seeking cash discount

Bargaining on item at

the end of year or

where competition is

high





Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion

Multiple choice


Task:As sales clerk, upon the visit of market try to influence

customers using appropriate ways and tips


Careful influence on customer in accordance with purchase decision

procedures

443 | P a g e

Checklist Score

Yes No

Stating ways to attract the customer

Friendliness

Understand and empathy

Fairness

Control

Option and alternatives

Stating tips to capture customer's attention

Ovoid overly prominent branding

Create positive emotional feeling

surprise customers, but avoid to shock them

Apply effective bargaining tips

Being discrete

being diplomatic

Giving them an incentive to bargain

Asking open ended questions

Using silent

Seeking cash discount

Observation

444 | P a g e

Learning Outcome 5.3: Select and apply of appropriate methods of closing sale

Definition of terms

close sale

close sale techniques

direct close

money talks close

pro-con close

concession close

rating close

deadline close

free trial

objection close

Strategies to close sale

identify the decision

maker

be real

create a sense of

urgency

overcome objections

know your competition

watch what you say

o Group discussion on strategies

to close sale


o Visit of market

o Role play close sale techniques

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals





Proper Selection and application of appropriate methods of closing sale


445 | P a g e


Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion


Checklist Score

Yes No

Stating close sale techniques

Direct close

Money talks close

Pro-con close

Concession close

Rating close

Deadline close

Free trial

Objection close

Apply strategies to close sale

identify the decision maker

be real

create a sense of urgency

overcome objections

know your competition

watch what you say

Observation

446 | P a g e

LU 6: Deliver the products/services to the selected market

6

Learning Outcomes:

1. Select the safe product delivering in accordance with packaging procedures

2. Transfer and transport the product as per delivery methods 3. Report as per delivery reporting methods

5Hours

Learning Outcome 6.1: Select timber according to availability

Definition of terms

Packaging

wrapping

Packaging materials in

relation to the good

Advantages of effective

packaging

Safety of the product

Attractiveness

Transport safely

o Group discussion on advantage

of materials in relation to the

goods /advantage of effective

packaging


o Visit of market

o Role play

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals



447 | P a g e




Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion

Concept


Checklist Score

Yes No

Definition of

Packaging

Wrapping

Stating the criteria to select the product to deliver

Target customers

LIFO and FIFO techniques

Observation


Appropriate selection of safe product delivering in accordance with packaging

procedures

448 | P a g e

Learning Outcome 6.2:Transfer and transport the product as per delivery methods

Means of transporting

products/service

road transport

air transport

water transport

pipeline transport

e-delivery

Advantage and

disadvantage of the

different delivery means

Factors considered when

choosing the most

effective method of

delivery

Speed and urgency

Cost

Nature of

product/service

Distance

Value of the product

Regularity

o Group discussion on means of

transporting products and

advantages & disadvantages of

delivery means


o Visit of market

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals



Proper transferring and transporting the product as per delivery methods


449 | P a g e




Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion


Checklist Score

Yes No

Stating types of packaging materials

Boxes

Paper bags

Envelop

Wooden boxes

Bags Bubble diagram

Stating the advantages of effective packaging

Safety of the product

Attractiveness

Transport safely

Applying effective packaging

Observation

450 | P a g e

Learning Outcome 6.3:Report as per delivery reporting methods

Definition of terms

delivery

Delivery note

what is delivery note

the purpose of delivery

note

Create delivery note

Content

structure

checklist

keeping delivery note

o Group discussion on delivery

note


o Practical exercises on reporting

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals

- Visual Aid





Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion



Proper reporting as per delivery reporting methods


451 | P a g e

Checklist Score

Yes No

Stating means of transporting the product

Road transport

air transport

water transport

pipeline transport

e-delivery

Stating the advantages and disadvantages of delivery means

Identifying the factors to consider when choosing delivery means

Speed and urgency

Cost

nature of product/service

Distance

Value of the product

Regularity

Observation

452 | P a g e

LU 6: Maximize sales opportunities

7

Learning Outcomes:

1. Identify the ways of increasing opportunities as per sales promotional methods procedures

2. Maximize the opportunities as per complementary products or services

3. Consult with relevant staff to maximize future sales in accordance with sales maximization strategies

5 Hours

Learning Outcome 6.1: Identify the ways of increasing opportunities as per sales promotional

methods procedures

Definition of term

sales promotion

Advantages and

disadvantages of sales

promotion

Methods of sales

promotion

Advertising

media

types

Advantages and

o Group discussion on methods of

sales promotion and their

advantages &disadvantages


o Visit of market/super market

o Role play

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals


453 | P a g e

disadvantages

Giving free gift

Discount

Point of sale materials

packaging

posters

display stands

Money off coupon

Royalty cards

Competition





Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion


Checklist Score

Yes No

Definition of the term: Sales promotion

Ways of increasing opportunities identified

Stating advantages of sales promotion

Observation


Proper identification of ways of increasing opportunities as per sales

promotional methods

454 | P a g e

Learning Outcome 7.2 : Maximize the opportunities as per complementary products or

services

Definition of terms

Sales maximization

Complementary

product

Method sales

maximization

Refining the

product/service

Improve quality

control

Analyze pricing

strategy

Marketing the product

effectively

Determine the

competitive

advantages

Focus on the

audience needs

Provide specifics about the

product

Maximize sales team

performance

Create a sales plan

focus on the

customers

Gather more sales

o Group discussion


o Visit of market

o Role play


- Reference books

- Computer

- Internet

- Visual aids

- Module manuals


455 | P a g e

leads

Complementary product

pricing strategy

Difference between sales

maximization and profit

maximization





Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion


Checklist Score

Yes No

Definition of sales promotion

Stating the advantages and the disadvantages of sales promotion

Identifying the different ways of sales promotion.

Advertising

Money off coupon

Royalty cards

Competition

Space definition (labels)

measurements


Adequate maximization of opportunities as per complementary products or

services.

456 | P a g e

Observation

Learning Outcome 7.3 :Consult with relevant staff to maximize future sales in accordance

with sales maximization strategies

Definition of term

profit maximization

sales' revenue

Strategies to increase

future sales revenue.

Find new customers

good customer service

price discounts

develop new products

lines

expand your

distribution channels

Evaluation of the strategies

in terms of :

Increase in sales

revenue

Cost accumulation or

reduction

Increase profit

Impact on competitors

o Group discussion on strategies

to increase future sales



- Reference books

- Computer

- Internet

- Visual aids

- Module manuals


457 | P a g e





Written evidence


Oral evidence

Expose

Role play

Ticking

Sentence completion


Task:As a sales clerk try to market your cleaning products

announcing discount.

Checklist Score

Yes No

Definition of

Sales maximization

Complementary product

Apply methods of sales maximization

Refining the product/service

Marketing the product effectively

Apply sales maximization strategy

Find new customers

good customer service

price discounts

develop new products lines


Proper consultation with relevant staff to maximize future sales in accordance

with sales maximization strategies

458 | P a g e

expand your distribution channels

Mentioning tips to evaluate sales revenue

Increasing in sales revenue

Cost accumulation or reduction

Increasing profit

Impact on competitors

Observation

459 | P a g e



GANZA PASSION JUICE COMPANY Located at Nyarutarama, Gasabo district faces a problem of the decrease of the profit. The security guards are not yet paid their salaries. They decided to launch tree tomato juice. During the management meeting, the management asked you as a sales clerk to find new customers who can buy at least 20 litters available in the stock. Use different skills to convince them to buy so that the company can maximize the profit. The task will be done within 3 hours and submit the progress report. As a sales clerk, create a scenario to a group of 20 customers to whom you will sell the tree tomato juice

Tools, equipments and materials

Computer and Printer Internet

connection Papers Chairs PPE Delivery van Packaging

materials Promotion stand

materials Tree tomato juice

460 | P a g e


Checklist Score

Yes No

Indicator: Tools, equipment and materials and PPE are selected

Packaging materials

Delivery tools

Communication tools and equipment

Duplicating tools

Indicator: Tools and equipment and materials are managed

According to types

According to the use

Indicator:Product information is collected

Using ways of gathering product information

Interview paper

Questionnaires

Internet use

Using ways of gathering product information

-Stock's information gathering

Stores ledger cards use

Bin card use

Indicator: Customers' information is collected

Types Customers identification

Customer behaviors identification

Customer's motives identification

Identifying and using ways of communicating with customers

Indicator: Market research and assessment are conducted

461 | P a g e

-marketing mix application

Conducting market segmentation conduct

Doing SWOT analysis

Indicator: The new product is launched

- Interviewing potential customers

-The launch venue identification

Indicator: The new product is launched

Approaching customers .

Influencing Customers to buy.

Close sale strategies application

Indicator: The product are delivered to customers

-Means of delivery identification.

Road transport

Air transport

Water transport

Pipeline transport

Identification of packaging and wrapping materials

Indicator:Strategies to maximize the profit are established

Using Sales promotion methods

Finding New customers

Giving Good customer care service

- Profit increased

Observation

462 | P a g e


Checklist Score

Yes No

Indicator: Sales increased

Delivery increase

The model has all details

Indicator: Profit increased

Customers increase

Observation


Checklist Score

Yes No

Indicator: customers found

Sales report


The required time two days

Indicator: Report submitted

Delivery report

Observation

463 | P a g e


Checklist Score

Yes No


Noise protection

Gloves

Overcoat

Observation

Kigenyi F., David.(2010). Entrepreneurship for Rwanda, ordinary Level, V.I, KK Publishers and stationers Ltd. 2. Frank Wood. (2009). Principles of Counts for East Africa, fourteenth impression. 3. Albrecht, K. 1995. At America’s Service: How Your Company Can Join the Customer Service Revolution. New York: Grand Central Publishing 4. http://www.crmxchange.com/uploadedFiles/Featured_White_Papers/PDF/5_Core_Principl es_of_Customer_Care.pdf 5. http://www.providesupport.com/blog/types-of-complaining-customers-and-how-to-handle-complaints/ 6. https://www.thebalance.com/providing-excellent-customer-service-2951744 7. https://www.entrepreneur.com/article/289167

464 | P a g e

O M G R K 4 0 1 - RECORD KEEPING

OMGRK401 Keep the records


Credits: 8 80




Purpose statement


learners pretending to become professional pipe welders by using SMAW, the trainees will be

able to identify materials, equipment and tools, register records, sort out and classify records

using filing systems. . It is fundamental for a trainee to first understand the kind of work to

perform by use of instruments, tools and machines. The trainee will be able to produce some

metal shapes required in the manufacturing industry.

465 | P a g e


Implementing safety, health, environmental policies and procedures.

Work with others

Records’ tools, equipment, materials and location identification







1. Identify materials, equipment

and tools

1.15. Appropriate identification of Tools and

equipment in accordance to filing job requirements

1.16. Systematic selection of records’ keeping tools,

materials and equipment in accordance to placement

procedures

1.17. Right Placement of records management tools,

materials and equipment by principles

1.18. Regular cleanliness of tools and equipment as per

the different methods of cleaning equipment

2. Register records 2.13. Proper identification of the records to register

2.14. Proper registration of records in accordance with

types of records registration

2.15. Careful access to records in accordance with the

records security measures

3. Sort by and classify records using

filing systems

3.17 Appropriate identification and sorting of records

in accordance to sorting criteria

3.18 Proper classification of records in accordance to

classification orders

3.19 Proper classification of records in accordance to

filling modes

466 | P a g e

LU 1: Identify materials, equipment and tools tools

1

Learning Outcomes:

1. Identify record management tools, materials and equipments 2. Select record management tools, materials and equipment 3. Place record management tools, materials and equipment by

principles 4. Clean tools and equipment using methods of cleaning

20Hours

Learning Outcome 1.1: Identify record management tools, materials and equipments

Tools for records

management

Catalog records

Inventories/ registers

Correspondent indexes

Calendars of

correspondence

Published repository

guides

File plans

Equipment for records

management

Filing cabinets

o Group discussion on tools and

equipment for records

management


o Practical exercises on tools and

equipment to be identified

- Reference Books

- internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


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Vertical Filing Cabinets

Lateral Filing Cabinets

Open Shelf Cabinets

Mobile Filing Systems





Written evidence

Short questions


Checklist Score

Yes No

Tools for records management

Catalog records

Inventories/registers

Correspondent indexes

Calendars of correspondence

Published repository guides

File plans

Equipment for records management

Filing cabinets

Vertical filing cabinets

Lateral filing cabinets


Appropriate identification of Tools and equipments in accordance to filing job

requirements

468 | P a g e

Open shelf cabinets

Mobile filing systems

Observation

Learning Outcome 1.2: Select record management tools, materials and equipment

Technical tools for records

management

Classification plan

Classification framework

Conservation schedule

Deposit slip

Equipment for records

management

Types of shelving system

Open file shelving

Mobile shelving

Rotary cabinet

Bi-file shelving

Pull out shelves

Search instruments

Synthetic search

instrument

Inventory

Catalog

Directory

o Group discussion on technical

tools for records management

o Group discussion on search

instruments for records

management

o Practical exercises on technical

tools for records management

o Practical exercises on search

instrument for records

management


o Demonstration on technical tools,

search instruments and

equipment

- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


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Detailed directory

remittance slip

Analytical search

instruments

Funds

Deposit

Inventory

Guide





Written evidence

Short questions


Checklist Score

Yes No

Technical tools for records management

Classification plan

Classification framework

Conservation schedule

Deposit slip

Technical Equipment for records management

Types of shelving system

Open file shelving


Systematic selection of records’ keeping tools, materials and equipment in

accordance to placement procedures

470 | P a g e

Mobile shelving

Rotary cabinet

Bi-file shelving

Pull out shelves

Search instruments

Synthetic search instrument

Inventory

Catalog

Directory

Detailed directory

Remittance slip

Analytical search instruments

Funds

Deposit

Inventory

Guide

Observation

Learning Outcome 1.3: Place record management tools, materials and equipment by principles

Principles of records

accommodation placement

(layouts):

Natural lighting

Placing computers

Designing work tables

Flow of work

Pleasant

Provision of tools


principles of records

accommodation placement

(layouts)

o Group discussion on levels of

arrangement


- Reference books

- Computer


- CDs

- Video Aids

- Diskette

- Projector


471 | P a g e

Grouping

Open an private space

Informal and formal

spaces

Security

Reducing risk

Reduce distances

Importance of records

accommodation layouts

The levels of arrangement

Arrangement at the

depository level

Arrangement at the record

group and subgroup

Arrangement at the series

Arrangement at the filing unit

Arrangement at the

document level

o Practical exercises on the

arrangement of materials,

tools and equipment

- Router

- Camera

- Flash Disk

- Markers





Written evidence

Oral evidence


List principles of records accommodation placement (layouts)

List level of arrangements



Right placement record management tools, materials and equipment by

principles

472 | P a g e

Checklist Score

Yes No

Principles of records accommodation placement (layouts)

Natural lighting

Placing computers

Designing work tables

Flow of work

Pleasant

Provision of tools

Grouping

Open an private space

Informal and formal spaces

Security

Reducing risk

Reduce distances

Importance of records accommodation layouts

The levels of arrangement

Arrangement at the depository level

Arrangement at the record group and subgroup

Arrangement at the series

Arrangement at the filing unit

Arrangement at the document level

Observation

473 | P a g e

Learning Outcome 1.4: Clean tools and equipment using methods of cleaning

Set-up area, equipment and

chemicals

Organizing access for

cleaning

Using barricades and

warning signs

Cleaning equipment,

chemicals and personal

protective equipment

(PPE)

Cleaning methods

Washing,

Pressure washing

Abrasive blasting

Acoustic cleaning,

Ultrasonic cleaning

Megasonic cleaning

Medical implant

Carbon dioxide

cleaning

Flame cleaning

Green cleaning

Plasma cleaning

Sputter cleaning

Steam cleaning


cleaning tools and

equipment

o Practical exercises on how

to use cleaning equipment


- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


https://en.wikipedia.org/wiki/Washing

https://en.wikipedia.org/wiki/Pressure_washing

https://en.wikipedia.org/wiki/Abrasive_blasting

https://en.wikipedia.org/wiki/Acoustic_cleaning

https://en.wikipedia.org/wiki/Ultrasonic_cleaning

https://en.wikipedia.org/wiki/Megasonic_cleaning

https://en.wikipedia.org/wiki/Implant_%28medicine%29

https://en.wikipedia.org/wiki/Carbon_dioxide_cleaning

https://en.wikipedia.org/wiki/Carbon_dioxide_cleaning

https://en.wikipedia.org/wiki/Flame_cleaning

https://en.wikipedia.org/wiki/Green_cleaning

https://en.wikipedia.org/wiki/Plasma_cleaning

https://en.wikipedia.org/wiki/Sputter_cleaning

https://en.wikipedia.org/wiki/Steam_cleaning

474 | P a g e

Thermal cleaning

Wet cleaning





Written evidence


Open questions

Short questions

Mind map

Essay


Task:Enumerate cleaning methods Place cleaning area by using

cleaning methods

Checklist Score

Yes No

Set-up area, equipments and chemicals

Organize access for cleaning

Using barricades and warning signs

Cleaning equipment, chemicals and Personal protective equipment (PPE)

Cleaning methods

Wet cleaning

Observation


Regular cleanliness of tools and equipment as per the different methods of

cleaning equipments

https://en.wikipedia.org/wiki/Thermal_cleaning

https://en.wikipedia.org/wiki/Wet_cleaning

https://en.wikipedia.org/wiki/Wet_cleaning

475 | P a g e

LU 2: Register records

2

Learning Outcomes:

1. Identify record to be registered Setup embroidery machine parts

2. Register records 3. Access records via their security measures

20 Hours

Learning Outcome 2.1: Identify record to be registered

Inventory of records

Determine the size

Determine the scope

Determine the intricacy

(complexity) of the

department/agency’s

records

Record series,

Inclusive dates,

Types of records,

Quantity of records

Arrangement of records

o Group discussion on inventory

of records


o Practical exercises on how to

make an inventory of records

- Reference Books

- Internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers



476 | P a g e




Written evidence

Open questions


Checklist Score

Yes No

Inventory of records

Determine the size

Determine the scope

Determine the intricacy (complexity) of the department / agency’s records

Record series,

Inclusive dates

Types of records

Duantity of records

Arrangement of records

Observation


Proper identification of the records to register

477 | P a g e

Learning Outcome 2.2: Register records

Objectives of records registration

Elements of records registration

Accession number

Received data

Area

Records package

Records Labeling

Records storage

Records storage

Principles for records storage

Provenance

Original order

Records arrangement level

Deposit

Funds

series and series

Records (dossiers)

Subject / paper

Types of records arrangement

Continuous arrangement

Systematic arrangement


elements of records

registration


records arrangement



records registration

- Reference books

- Computer

- Internet

Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers





Proper registration of records in accordance with types of records registration


478 | P a g e


Written evidence

Open questions


Checklist Score

Yes No

Objectives of records registration

Elements of records registration

Registration number

Received data

Area

Records package

Records Labeling

Records storage

Records storage

Principles for records storage

Provenance

Original order Records arrangement level

Deposit

Funds

series and series

Records (dossiers)

subject / paper

Types of records arrangement

Continuous arrangement

Systematic arrangement

Observation

479 | P a g e

Learning Outcome 2.3: Access records via their security measures

Various ways of accessing

documents

Direct access

Indirect access

On-site

communication

Advantages and

disadvantages of various

ways of accessing

documents

Providing physical

protection for records

Implementing and

maintaining

preservation measures

Developing emergency

plans to protect

records

Identify and protecting

vital records

Basics security measures

Protecting records in

offices and storage

areas

Protecting electronic

o Group discussion on various ways

of accessing documents

o Group discussion on providing

physical protection for records

o Group discussion on basics

security measures

o Practical exercises on various ways

of accessing documents


o Debate on advantages and

disadvantages of various ways of

accessing documents

- Reference

books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


480 | P a g e

records





Written evidence

Open questions


Checklist Score

Yes No

Various ways of accessing documents

Direct access

Indirect access

On-site communication

Advantages and disadvantages of various ways of accessing documents

Providing physical protection for records

Implementing and maintaining preservation measures

Developing emergency plans to protect records

Identify and protecting vital records

Basics security measures

Protecting records in offices and storage areas

Protecting electronic records

Observation


Careful access to records in accordance with the records security measures

481 | P a g e

LU 3: Sort and Classify records using filing systems

3

Learning Outcomes:

1. Identify and sort records by procedures 2. Classify records by orders 3. Classify records

40 Hours

Learning Outcome 3.1: Identify and sort records by procedures


Classification of records

Sort records

Filing procedures

Receiving the document

Action

Follow up

Collecting documents to be

filed

Filing


classification of records

o Group discussion on filing

procedures



classification of records

o Practical exercises on filing

procedures

- Reference Books

- Internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers



482 | P a g e




Written evidence

Open questions

Print out


Checklist Score

Yes No


Classification of records

Sort records

Classify records

Filing procedures

Receiving the document

Sorting the document

Action

Follow up

Collecting documents to be filed

Filing

Observation


Appropriate identification and sorting of records in accordance to sorting criteria

483 | P a g e

Learning Outcome 3.2 : Classify records by orders

Arranging records within series

Main types of arrangement by orders

Alphabetical

Numerical

Alpha numerical

Chronological

Ideological

Hierarchical

Geographical

Assigning reference codes

Elements for assigning references

codes

Codes for the group

Codes for the series

Codes for the item


arrangement of records

within series


assigning reference

codes



arrangement of records

within series


assigning reference

codes

- Reference books

- Computer


- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers





Written evidence

Open questions

Mind map


Task: Arrange records by classification orders


Proper classification of records in accordance to classification orders


484 | P a g e

Checklist Score

Yes No

Arranging records within series

Main types of arrangement by orders

Alphabetical

Numerical

Alpha numerical

Chronological

Ideological

Hierarchical

Geographical

Assigning reference codes

Elements for assigning references codes

Codes for the group

Codes for the series

Codes for the item

Observation

Learning Outcome 3.3: Classify records

Steps to establish a good filing

methods

Decide on a filing system

Fill your file drawers with hanging

folders

Sort your papers into piles by


classification methods

o Practical exercises on the use

of classification methods


o Debate on classification

methods advantages and

- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette


485 | P a g e

category

Place each pile into a manila folder

and label it clearly

Place the manila folders into the

hanging folders

Label the hanging folders with the

same names as the manila folders

Records classification methods

Alphabetical Classification

Letters

Numerical Classification

Alphabetical-Numerical or Alpha-


Names

Numbers

Geographical Classification

Merits of Geographical

Classification

Demerits of Geographical

Classification

Subject wise Classification

Nature of subjects

Contents

Chronological classification

disadvantages

- Projector

- Router

- Camera

- Flash Disk

- Markers

486 | P a g e

Date order

Time of the day

Classification methods advantages

and disadvantages





Written evidence


Open questions


Task:Classify records by classification methods

Checklist Score

Yes No

Steps to establish a good filing methods

Decide on a filing system

Fill your file drawers with hanging folders

Records classification methods

Alphabetical Classification


Geographical Classification

Subject wise Classification

Chronological Classification

Classification methods advantages and disadvantages


Proper classification of records in accordance to filling modes

487 | P a g e

Observation

ummative Assessment


Following the MINISANTE, internal audit, it was found by the auditors that there is no an efficient filing system, particularly in finance department. Indeed, with the evolution of its activities, the management unit is confronted with constant difficulties to easily find the physical files of finances. MINISANTE, despite increasing computerization with a basic "less paper" objective, finds itself in the need to manage and classify them according to well-defined records filing standards. It is absolutely essential to organize this documentation in a dynamic way and to equip staff with an efficient filing system in order to minimize search time.

To this end, the MINISANTE, as part of the implementation of audit recommendations related to records management and its concern for efficiency and effectiveness in its management, to use the services of an experienced records clerk to assist in the development of a paper filing and records management system.

The consultancy objectives are to facilitate the rapid identification of financial information and documentation required by the MINISANTE; to facilitate continuity in administration by identifying and preserving administrative records; to set up a system for the processing, filing and archiving of files, incoming and outgoing mail, reports, documents and other periodical reviews; to provide units and staff with a consistent methodology for easy classification and retrieval of records; to save stable and authentic institutional memory; to optimize the workspace.

You are requested to conduct a review of the existing system for the filing and records management of documents; to propose, develop and implement an appropriate system of filing and records management manual and assist in the filing, archiving and retrieval of documents. These activities must be completed within 2 months and the activities report must be sent

Tools, equipment and materials - Word processor - Typewriters - Telecommunication - Labels - Sorters - Out indicators - Stapling machine - Punching machine - Photocopying - Spirit and stencil

duplicators - Computers - Hanging file - Pocket file - End tab file - Staples expanding file - Plastic file - Papers - Separators - Pens - Pencils - Box files - Catalog records - Inventories / registers - Correspondent indexes - Calendars of

correspondence - Published repository

guides - File plans - Filing abinets - Mobile Filing Systems - Classification plan

488 | P a g e

immediately to the concerned unit. - Classification framework

- Conservation schedule - Ceposit slip - Open file shelving - Mobile shelving - Rotary cabinet - Bi-file shelving - Pull out shelves - Inventory - Catalog - Directory - Detailed directory - Remittance slip - Funds - Deposit - Guide


Checklist Score

Yes No

Indicator: Tools, materials and equipment for records management are identified and selected

Filing equipment

Office materials

Indexing equipment

Microfilming equipment

Indicator: Tools materials and equipment are arranged into the working area

Disposition according to the types office layouts

Disposition according to the objectives of office layouts

Indicator: Equipment, materials and tools are cleaned

Equipment, materials and tools are cleaned using cleaning methods

Indicator: Registering records

Inventory of records is done

The registration of records is completed Grout

Indicator: Records are sorted

489 | P a g e

Records are sorted in collaboration with unities

Records are sorted following the filing procedures

Indicator: Analyzing and indexing records

Records are well analyzed

All records have a call number

Indexing of records is done

Records are identified

Indicator: Records are classified

Records filing plan is elaborated

Records are arranged in filing boxes, shelves and cabinets

Records are stored according to good filing system

Observation


Checklist Score

Yes No

Indicator: The efficient records filing system is implemented

Records are sorted

Records are indexed

Records are classified

Records are easily found on shelves

Observation

490 | P a g e


Checklist Score

Yes No

Indicator: The efficient records filing system is implemented

Inventory is done

Records are processed

Indicator: Report prepared

report is completed


Required time 2 months

Observation


Checklist Score

Yes No


Overcoat

Gloves


Observation

Reference books: 23. bieap.gov.in/Pdf/OAPaperIIIYR2.pdf

24. www.himpub.com/documents/Chapter871.pdf

25. https://www.informationstrategy.tas.gov.au/Records-Management

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O M G R S 4 0 1 - RECORDS SECURITY

OMGRS401 Keep the records / organize and manage records


Credits: 6 60




Purpose statement


learners pretending to become professional Record Clerk, the trainees will be able to identify

materials, equipment , identify records to keep in open, apply indexing to the records and close

space and protect records against destroyers. It is fundamental for a trainee to first

understand the kind of work to perform by use of tools and equipment.

492 | P a g e


Implementing Health safety, security and environmental policies and procedures

Working with others







1. Identify materials, equipment

and tools

1.19. Proper identification of materials needed in view of

records security

1.20. Proper identification of room requirements for

protection of filing records

1.21. Proper protection of filing equipments as per the

records preventive measures

2. Identify records to keep in open

and close space

2.16. Proper identification of record to keep in

accordance to confidential and non-confidential

documents

2.17.

2.18. Proper selection of the different ways of protecting

documents

2.19.

2.20. Proper identification of records to keep in open or

close as per document safeguarding criteria

3. Apply indexing to the records 3.20 Proper identification of the materials and

equipment needed for indexing

3.21

3.22 Proper selection of indexing to use in accordance

with indexing types

4. Protect records against

destroyers

4.1. Proper selection of room for keeping records equipment as per record protection policy

4.2. Proper checking of damaged documents 4.3. Proper application of preventive measures to

protect records from destroyers 4.4. Proper establishment of internal rules and

regulation in records room

493 | P a g e

LU1: Identify materials, equipment and tools

1

Learning Outcomes:

7. Identify materials and equipment needed in view of records security. 8. Identify room requirements for protection of filing records 9. Protect filing equipment as per the records preventive measures

10 Hours

Learning Outcome 1.1: Identify materials and equipment needed in view of records security

Records security equipments

Types of filing cabinets for storing

paper records

Vertical Filing Cabinets

Lateral Filing Cabinets

Open Shelf Cabinets

Mobile Filing Systems

Bookshelves

Types of filing materials

Archive box

Print storage box

Presentation box

Portfolio box


filing cabinets


o Practical exercises on types of

filing cabinets and materials

- Reference Books

- internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


494 | P a g e

Document filing box

Ring binder box





Written evidence


Oral evidence

Outline questions


Task:Enumerate equipment ,materials and tools for records security.

Checklist Score

Yes No

Definition of terms

Archive box

Print storage box

Presentation box

Portfolio box

Document filing box

Ring binder box Selection of material

Observation


Proper identification of materials needed in view of records security

495 | P a g e

Learning Outcome 1.2 : Identify room requirements for protection of filing records

Records storage

requirements

Temperature and

Humidity Control

Shelving and Lighting

Shelving Installation

Lighting Installation

Vaults

Facility design

Records Processing Area

Records Staging Area

Records Disposal Area

Reference/Research Area


storage requirements


o Demonstration of a good record

storage

o Practical exercises on facility

design

o Site visit

- Reference books

- Computer


- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers





Written evidence


Oral evidence

Outline questions


Mind map


Protect filing equipment as per the records preventive measures


496 | P a g e

Checklist Score

Yes No

Records storage requirements

Temperature and Humidity Control

Shelving and Lighting

Shelving Installation

Lighting Installation

Vaults

Classification of equipment

Facility design

Records Processing Area

Records Staging Area

Records Disposal Area

Reference/Research Area

Observation

Learning Outcome 1.3: Protect filing equipment as per the records preventive measures

machine


Records preventive

measures

Criteria to select record

protection equipments

Office Requirements


records protection

equipments and

practices for security

measures



- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette


497 | P a g e

Cost of equipment

Savings of Time and

Energy

Life of equipment

Quality

Flexibility

Style and design

Suppliers

Standardization

Best practices for security

measures for protecting

records

Best Practices of procedural

security measures

Best practices of technical

security measures

Best practices of mobile

workplace security measures

o Site visit

- Projector

- Router

- Camera

- Flash Disk

- Markers





Written evidence


Oral evidence

Outline questions



Protect filing equipment as per the records preventive measures

498 | P a g e

Checklist Score

Yes No

Criteria to select record protection equipment

Best practices for security measures for protecting records

Best Practices of procedural security measures

Best practices of technical security measures

Best practices of mobile workplace security measuress

Observation

499 | P a g e

LU 2: Perform road assessment techniques

2

Learning Outcomes:

1. Identify records to keep in accordance to confidential documents

2. Select ways of protecting documents 3. Identify records to keep in open or close spaces as per

document safeguarding criteria

15 Hours

Learning Outcome2.1: Identify record to keep in accordance to confidential and non-

confidential documents



non-confidential documents

Assessment on the security of records

depending on

the nature

the content

importance

Storage of records

Tracking of records

Electronic records and authenticity


confidential and non-



assessment on the security of

records


o Debate confidential and non-


- Reference Books

- Internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers



500 | P a g e




Written evidence


Oral evidence

Outline questions

Multiple choice


Checklist Score

Yes No


confidential

non-confidential documents

criteria to assess the security of records depending on

the nature

the content

importance

Storage of records

Tracking of records

Electronic records and authenticity

Observation


Identify records to keep in open and close space

501 | P a g e

Learning Outcome 2.2: Select ways of protecting documents


Protecting documents

Ways of protecting documents

Providing physical protection for

records

Implementing and maintaining

preservation measures

Developing emergency plans to

protect records

Identifying and protecting vital

records

Providing electronic protection for

records

o Group discussion on ways of

protecting documents


o Practical exercises on how

to protect documents

- Reference books

- Computer


- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers





Written evidence


Oral evidence

Outline questions



Select ways of protecting documents


502 | P a g e

Checklist Score

Yes No


Document protection

• Ways of protecting documents

•Providing physical protection for records Implementing and maintaining preservation measures Developing emergency plans to protect records Identifying and protecting vital records

Providing electronic protection for records

Observation

Learning Outcome 2.3 : Identify records to keep in open or close spaces as per document

safeguarding criteriaManipulate embroidery machine


Open space

Close space

Document

safeguarding

Storing records with dos and

don’ts

Location consideration

Environmental

consideration

Use of storage

equipment

o Group discussion on office

arrangement procedures

o Practical exercises on office

arrangement


o Site visit

- Reference

books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


503 | P a g e





Written evidence



Checklist Score

Yes No

• Definition of concepts Open space Close spaces Document safeguarding Process of manipulation tools and equipment

Observation


Identify records to keep in open or close spaces as per document safeguarding

criteria

504 | P a g e

LU 3: Apply indexing to the records

3

Learning Outcomes:

1. Identify the materials and equipment needed for indexing 2. Select the types of indexing as per their importance, qualities

and advantages and disadvantages

15 Hours

Learning Outcome 3.1: Identify the materials and equipment needed for indexing

Definition of indexing

Types of indexing Page index

Bound book index Loose leaf index Vowel index

Loose or vertical card index Visible card index Strip index

Creation of an index to the item level

Selection of an index to the item level

Elements of an index Headings Sub-headings Records references “See” and “see also”

references

o Group discussion types of indexing

o Group discussion on elements of an index

o Practical exercises on creation of an index to the item level

o Practical exercises on selection of an index to item level

o Research on internet o Individual work

- Reference Books - Internet - Computer - Textbooks - CDs - Video Aids - Diskette - Projector - Router - Camera - Flash Disk - Markers


505 | P a g e





Written evidence


Oral evidence



Checklist Score

Yes No

Definition of term indexing

Types of indexing

Page index

Bound book index

Loose leaf index

Vowel index

Loose or vertical card index

Visible card index

Strip index

Creation of an index to the item level

Selection of an index to the item level

Elements of an index


Identify the materials and equipment needed for indexing

506 | P a g e

Headings

Sub-headings

Records references

“see” and “see also” references

Observation

Learning Outcome 3.2:Select the types of indexing as per their importance, qualities and



Types of indexing

Invisible indexing

Simple book index

Loose Leaf Index

Card Index

- Cabinet with drawers

- Name cards

Guide cards

Visible index

Visible Card Index

Strip index

Wheal Index

Importance of indexing

Essentials qualities of a good indexing

Advantages and disadvantages of types

of indexing

o Group discussion on types

of office materials, tools

and equipment




equipment

o Practical exercises on the

use of materials, tools and

equipment

- Reference books

- Computer


- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


507 | P a g e





Written evidence


Oral evidence

Audio-visual evidence

Essay


Checklist Score

Yes No

Types of indexing

Invisible indexing

Simple book index

Loose Leaf Index

Card Index

Cabinet with drawers

Name cards

Guide card

Invisible index

Visible Card Index

Strip index

Wheal Index

Importance of indexing


Select the types of indexing as per their importance, qualities and advantages

and disadvantages

508 | P a g e

Essentials qualities of a good indexing

Advantages and disadvantages of types of indexing

Observation

509 | P a g e

LU4: Protect records against destroyers

4

Learning Outcomes:

1. Select the room for keeping records of equipment as per record preservation principles

2. Check damaged documents 3. Apply preventive measures to protect records from destroyers 4. Establish internal rules and regulation in records room

20 Hours

Learning Outcome 4.1: Select the room for keeping records of equipment as per record

preservation principles

Principles of preservation

Record treatment had to be easy to

reverse if necessary

Records instruction had to be proper

and clear

Record keeping equipment should

last a long time

Record keeping tools should not be

harmful to people and the

environment

Record equipment should not

change the nature of the records

Characteristics of a good record building


principles of preservation


- Reference Books

- Internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


510 | P a g e

Gutters are in good conditions

Drain pipes or gutters are cleaned

The roof is not damaged

Temperature or humidity controls

Doors and windows are not damaged

Floors are strong and sound limited

Floors are covered or coated

Walls are insulated

511 | P a g e





Written evidence


Oral evidence

Outline questions


Essay

Checklist Score

Yes No

Principles of preservation Identify timbers

Surveying the building

Surveying storage conditions and materials

Surveying maintenance procedures

Maintaining the physical environment

Handling records materials siala

Observation

Learning Outcome 4.2: Check damaged documents



Select the room for keeping records equipment as per record preservation

principles

512 | P a g e


Damaged documents

Causes of deterioration

Acidity

Temperature and

humidity

Light

Air pollution

Fire and water

Biological agents

Abuse and mishandling

Methods of control

Records environment

control

Storage of records

Prevention measures

Disaster prevention

Prevention of theft

Insect invasion

protection

Specific media formats

o Group discussion on damaged

documents


o Demonstration on causes

deterioration

o Practical exercises using

prevention measures

- Reference books

- Computer


- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers





Check damaged documents

513 | P a g e


Written evidence


Oral evidence

Outline questions


Essay

Checklist Score

Yes No


damaged documents

Causes of deterioration

Acidity

Temperature and humidity

Light

Air pollution

Fire and water

Biological agents

Abuse and mishandling

Methods of control

Records environment control

Storage of records

Prevention measures

Disaster prevention

Prevention of theft

Insect invasion protection

• Specific media formats

Observation

514 | P a g e

Learning Outcome 4.3: Apply preventive measures to protect records from destroyers

o Developing a disaster

recovery plan

o Elements of a disaster

recovery plan

o Taking action after a

disaster


develop a disaster recovery plan


development of a disaster plan


o Site visit

- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router





Written evidence


Oral evidence

Outline questions


Task:Protect the damaged records


Apply preventive measures to protect records from destroyers


515 | P a g e

Checklist Score

Yes No

Developing a disaster recovery plan

Elements of a disaster recovery plan

Taking action after a disaster

Observation

Learning Outcome 4.4: Establish internal rules and regulation in records room

Introduction to

establishment of rules and

regulation

Principles of access to

archives

Develop an access policy

Policy development

process

o Group discussion on rules and

regulation







Establish internal rules and regulation in records room


516 | P a g e


Written evidence


Oral evidence

Outline questions


Checklist Score

Yes No


Record room rules and regulation

Principles of access to archives

Develop an access policy

Policy development process

Observation

517 | P a g e



Last month, there was a heavy rain fall in the Northern Province of Rwanda. This brought negative impact on people and their infrastructure. One that impact was observed at Virunga Integrated Polytechnique. Today the school is facing a serious problem. The school records are in a sorry state as the record storage was attacked by water and some of electrical cables were destroyed. There is a high fire risk. The institution is trying its best to rescue the records by moving them to another room. In the meantime the school hired some people outside to help in transporting the documents.

As the new Semester starts next month, Virunga Integrated Polytechnique is looking for a Record Clerk to help in handling the situation. All the means are available to deal with the issue. As a record Clerk, what can you help the Institution to recover its records. (What can you help the institution to come to its normal)?

Tools, equipment &Materials

Spades - Archive box - Print storage box - Presentation box - Portfolio box - Document filing box - Ring binder box - Cabinet with drawers - Name cards - Guide cards - Shelves - Gloves and nose

mask - Overcoat - Safety shoes

518 | P a g e


Checklist Score

Yes No

Indicator: Record protective Tools, equipment and PPE are selected

Record security tools

Record room protection tools

Filing equipment

Indicator: Tools ,materials and equipment are arranged into the working area

Disposition according to the type ,categories, and ways to protect documents Wood floor is finishing is done

Indicator: The records are collected

Indexing is applied by steps

Indicator: Damaged records are identified

Causes of damages are checked

Methods of control are applied

Preventive measures are in place

Indicator: The record deterioration is rectified

Humidity from water is limited

Document recovery plan is in place

Record room is protected

Indicator: The record are presented

Records are handled by steps

Record room rules and regulation are set clearly

Indicator: Record keeping tools, equipment and working area are cleaned

Tools cleaning techniques

Equipment cleaning techniques

Working area cleaning techniques

Type of solvent

Indicator: The work is handed over

Handover re-established records

Handover re-established records’room

Handover of record reestablishment report

519 | P a g e

Observation


Checklist Score

Yes No

Indicator: Model is produced

Records are filed

Risk control measures in place

Record storage room is protected

Record room ‘rules and regulations are set

Observation


Checklist Score

Yes No

Indicator: Record and record room problem is rectified

The records are safe and record room is functioning

Filled report format

Filled invoice format


Required time 2 months

Observation


520 | P a g e

Checklist Score

Yes No


Overcoat or overall

Gloves

Safety shoes


Observation

Reference books:

www.ed.ac.uk/files/imports/fileManager/RecordStorageAreasV3.pdf

http://www.ed.ac.uk/files/imports/fileManager/RecordStorageAreasV3.pdf

521 | P a g e

O M G R T 4 0 1 - RECORDS’ TOOLS, EQUIPMENT, MATERIALS AND LOCATION IDENTIFICATION

OMGRTI401 Identify tools, equipment , materials and location to use in records management


Credits: 6 60




Purpose statement


learners pretending to become professional pipe welders by using SMAW, the trainees will be

able to differentiate materials, equipment and tools to manage records, select of records

location, collect records and set up the criteria of records selection, select filing system to be

used. It is fundamental for a trainee to first understand the kind of work to perform by use of

instruments, tools and machines. The trainee will be able to produce some metal shapes

required in the manufacturing industry.

522 | P a g e


Implementing safety, health and environmental policies and procedures.

Working with others







1. Differentiate materials, equipment

and tools to manage records

1.1. Appropriate identifications of tools and materials

1.2. Proper selection of materials or tools required for

keeping record according to the system to be used

1.3. Proper arrangement of materials and tools into the

working area

1.4. Proper application of record management techniques

2.Select records location 2.1. Proper identification records' location by

principles

2.2. Suitable partition of record’s location in

accordance to the record types

2.3. Suitable partition record’s location in accordance to

the record’s sources

3. Collect records and set up the

criteria of records selection

3.1. Proper identifications of records collection as per

records collection criteria and procedures

3.2. Appropriate records collection as per records keeping

policies procedures

3.3. Reliable records collection in accordance with record

categories

3.4. Proper collection of records in accordance with the

means of acquisition

4. Select filing system to be used 4.1. Relevant selection of the types of filing system in

accordance with their advantages and

disadvantages

4.2. Appropriate selection of the filing system in

accordance with the characteristics of a good

filing system

4.3. Systematic selection of filing methods as per

procedures of filing

523 | P a g e

LU 1: Differentiate materials, equipment and tools to manage records

1

Learning Outcomes:

1. Identify tools, equipment and materials. 2. Select equipment, materials or tools required for keeping

record 3. Arrange materials, tools and equipment into the working area

(Office layouts) 4. Select filing orders and modes (methods)

12 Hours

Learning Outcome 1.1: Identify tools, equipment and materials

Types of equipment and tools for

Correspondence

Word processor

Typewriters

Telecommunication

Records

Filing equipment

Cabinets

Shelves

Mobile shelving

Folders

Guides


of office materials, tools

and equipment


o Site visit

- Reference Books

- Internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


524 | P a g e

Labels

Sorters

OUT indicators

Stapler

Punching machine

Indexing equipment


Time recording equipment

Shredding machines

Reprographic services

Photocopying

Spirit and stencil

duplicators

Data processing

Computers

Types of office materials

Filing materials

File folders

Hanging file

Pocket file

End tab file

Staples expanding file





Appropriate identifications of tools and materials

525 | P a g e


Written evidence

Oral evidence


Open questions

Expose


Checklist Score

Yes No

Types of equipment and tools for

Correspondence

Word processor

Typewriters

Telecommunication

Records

Filing equipment

Indexing equipment

Reprographic services

Photocopying

Spirit and stencil duplicators

Data processing

Computers

Types of office materials

Filing materials

File folders

Observation

526 | P a g e

Learning Outcome 1.2 :Select equipment, materials or tools required for keeping record

Requirements for selecting

materials, equipment and

tools used in record keeping

Type and volume of

records

box

Degree of required

protection of records

Efficiency and ease of use

of equipment and

systems

Space considerations

Cost



equipment


requirements for selecting


equipment




equipment

o Practical exercises on the use

of materials, tools and

equipment

- Reference books

- Computer


- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers





Written evidence

Oral evidence


Short questions

Expose



Proper selection of materials or tools required for keeping record according to

the system to be used


527 | P a g e

Checklist Score

Yes No

Requirements for selecting materials, equipment and tools used in record keeping

Type and volume of records

Box

Degree of required protection of records

Efficiency and ease of use of equipment and systems

Space consideration

Cost

Observation

Learning Outcome 1.3: Arrange materials, tools and equipment into the working area (Office

layouts


Office layouts

Objective of office layouts

Types of office layout

Process layout

Group layout

Steps of office layouts

Advantages of an efficient

office layout


of office layout



layouts

o Site visit

- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


528 | P a g e





Written evidence

Oral evidence


Open questions

Essay writing

Short questions


Checklist Score

Yes No


Objective of office layouts

Types of office layout

Process Layout

Group Layout

Steps of office layouts

Advantages of an efficient office layout

Observation


Proper arrangement of materials, equipment and tools into the working area

529 | P a g e

Learning Outcome 1.4: Select filing orders and modes (methods)


Record filing order

Alphabetical

Numerical

Alpha numerical

Chronological

Ideological

Decimal

Geographical

Records management modes

(methods)

Conventional methods

Methods holders

Bound books (guard

books)

Spike or pillar-and-post

filing

Expanding pockets

Concertina file

Box files

Pigeon-hole method

(docketing)

Modern methods

Vertical filing

Horizontal filing

Flat file

Arch file


filing orders and modes

(methods)

Practical exercises

Definition of

concepts(methods)


o Site visit

- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


530 | P a g e





Written evidence

Oral evidence


Short questions

Presentation


Task:Apply records management techniques

Checklist Score

Yes No


Record filing order

Alphabetical

Numerical

Alpha numerical

Chronological

Ideological

Decimal

Geographical

Records management modes (methods)

Conventional methods

Modern methods

Observation


Proper application of record management techniques

531 | P a g e

LU 2: Select records location

2

Learning Outcomes:

1. Identify records' location (accommodation) by principles 2. Partition of record’s location in accordance to the records types 3. Partition records location in accordance to record’s sources

13 Hours

Learning Outcome 2.1: Identify records' location (accommodation) by principles


Records

accommodation

building

Records

accommodation’s

layouts

Records accommodation

principles

Located office

Sufficient office space

Avail the service

facilities

Types of records


accommodation principles to

be decided


accommodation building


accommodation layouts


accommodation environment


o Site visit

- Reference Books

- Internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


532 | P a g e

accommodation’s

environment

Records

accommodation

lighting

Ventilation and

temperature control

Interior decoration and

furnishing

Records

accommodation

furniture

Freedom from noise

and dust

Safety

Sanitary arrangement

Security

Secrecy





Written evidence

Oral evidence


Short questions



Proper identification records' location by principles

533 | P a g e

Checklist Score

Yes No


Records accommodation principles

Located office

Sufficient office space

Avail the service facilities

Types of records accommodation’s environment

Records accommodation lighting

Ventilation and temperature control

Interior decoration and furnishing

Records accommodation furniture

Observation

Learning Outcome 2.2 :Partition of record’s location in accordance to the records types

Types of records

Property

Manuscripts

Iconographic

Cartographic

Photographic

Sound

Audiovisual

Cartoons

Electronic

Electronic records channels


location by types


o Demonstration onrecord

location by types


location by types

- Reference books

- Computer

- Internet

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


534 | P a g e

Magnetic support

Optical support

Network





Written evidence


Short questions


Task:Choose the records location by the records types

Checklist Score

Yes No

Types of records:

Property

Manuscripts

Iconographic

Records space selection

Factors in location selection

Records Modular furniture

Shelf filing

Space for work and passage

Advice on file room design

Observation


Suitable partition of record’s location in accordance to the records types

535 | P a g e

Learning Outcome 2.3:Partition records location in accordance to record’s sources

Records space selection

Factors in location selection

Floor space available

Origin departments

Volume of records and

the frequency of filing

operations.

Number of cabinets in the

records section

Size, weight and kind of

cabinets for each planned

file (letter, legal, check,

voucher, and tabulating

files, with outside

dimensions of each kind

of cabinet)

Records modular furniture

Shelf filing

Space for work and

passage

advice on file room

design

File cabinet layout (Left

to right, in Convenient

Sequence)

Layout of file cabinets in

o Group discussion on factors in

location selection


modular furniture


arrangement


o Site visit

o Demonstration on records modular

furniture

- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


536 | P a g e

open space

Arrangement of file

cabinets and desks for

maximum natural light




records and set up the criteria of records selection


Suitable partition records location in accordance to record’s sources

537 | P a g e

LU 3: Collect records and set up the criteria of records selection

3

Learning Outcomes:

1. Identify records collection by criteria and procedures 2. Keep records by collection (acquisition) policies and procedures 3. Collect the records categories 4. Collect records by the methods of acquisition

20Hours

Learning Outcome 3.1: Identify records collection by criteria and procedures


Process of records collection

Methods of acquisition

Gift

Purchase

Loan

Transfer

Records collection selecting

criteria

Research and teaching

interest

Evidential value of the

collection

Relationship with other

o Group discussion methods of

acquisition


collection selecting criteria


o Practical exercise on how

acquiring records

- Reference Books

- Internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


538 | P a g e

holdings

Resource considerations

Physical condition

Access restrictions

Format





Written evidence


Open questions

Short questions


Task:Collect records by method of acquisition and sort them by

selecting criteria

Checklist Score

Yes No


Process of records collection


Gift

Purchase

Loan

Transfer


Identify records collection by criteria and procedures

539 | P a g e

Records collection selecting criteria

Research and teaching interest

Evidential value of the collection

Relationship with other holdings

Observation

Learning Outcome 3.2 :Keep records by collection (acquisition) policies and procedures


Records collection (acquisition) policies

and procedures

Develop a collection (acquisition)

policy

Element of an acquisition

(collection) policy

Statement establishing the record

program

Statement establishing the role and

mission

Statement outlining acquisition

responsibility

Records of the sponsoring body

Records related to the functions of

the sponsoring body

Records generated from other

sources


records collection

policies and procedures


- Reference books

- Computer

- Internet -

Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers


540 | P a g e


(collection)

Roles and responsibilities

Conflict of interest guidelines

Distribution / Availability of

policy

Approval of policy

approved by governing authority

Date of approval







Checklist Score

Yes No

Records collection (acquisition) policies and procedures

Develop a collection policy

Element of an acquisition (collection) policy

Statement establishing the record program

Statement establishing the role and mission


Keep records by collection (Acquisition) policies and procedures

541 | P a g e

Statement outlining acquisition responsibility Records of the sponsoring body.

Records related to the functions of the sponsoring body

Records generated from other sources

Methods of acquisition (collection)

Roles and responsibilities

Conflict of interest guidelines

Distribution/Availability of policy

Approval of policy

Approved by governing authority

Date of approval

Observation

Learning Outcome 3.3:Collect the records categories

Definition of records categories


Vital

Important

Useful

Non essential


records categories


- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk


542 | P a g e

- Markers





Written evidence


Essay

Short questions


Checklist Score

Yes No

Definition of Concepts

Records categories


Vital

Important

Useful

Non essential

Observation


Reliable records collection in accordance with records categories

543 | P a g e

Learning Outcome 3.4.Collect records by the methods of acquisition

Steps to acquire material for a records

management collection

Request processing

Verification

Ordering

Reporting (fiscal management)

Receiving orders

Types of acquisition methods

Firm orders

Standing orders

Approval plans

Blanket orders

Leases

Gifts

o Group discussion on steps of

acquiring material for

records management

collection


acquisition methods

o Practical exercises types of

acquisition methods


- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers





Written evidence


Short questions



Proper collection of records in accordance with the means of acquisition


544 | P a g e

Checklist Score

Yes No

Steps to acquire material for a records management collection

Request processing

Verification

Ordering

Reporting (fiscal management)

Receiving orders

Types of acquisition methods

Firm orders

Standing orders

Approval plans

Blanket orders

Leases

Gifts

Observation

545 | P a g e

Learning Outcome 4.1:Select timber according to availability

Filing methods definition

Types of filing methods

Conventional filing

system

Wire filing

Pigeon hole filing

Cardboard filing

Box filing

Modern filing system

Horizontal filing

Flat file

Arch level file

Vertical filing

Folders

Cabinet or drawer

Guide cards

Suspension filing

o Group discussion on advantages

and disadvantages of filing

methods


o Debate on advantages and

disadvantages of filing methods

- Reference Books

- Internet

- Computer

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers

LU 4: Select filing system to be used

4

Learning Outcomes:

1. Select the types of filing methods by their advantages and disadvantages

2. Select the characteristics of a good filing method 3. Apply record management techniques

15 Hours


546 | P a g e

Lateral filing

Open shelf filing

Filing methods advantages

and disadvantages





Written evidence


Short questions


Checklist Score

Yes No

Definition of Concepts

Filing methods

Types of filing methods

Conventional filing system

Modern filing system

Filing methods advantages and disadvantages

Observation


Relevant selection of the types of filing system in accordance with their


547 | P a g e

Learning Outcome 4.2 Select the characteristics of a good filing method

Components of good filing

methods

Finders

Keepers

Storage

Characteristics of a good

filing methods

Simple

Economy

Compactness

Accessibility

Suitable

Flexible

Safety

Indexing

Classification

o Group discussion on a good

filing method components


characteristics of a good filing

methods


o Debate on characteristics of a

good filing methods

- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers





Appropriate selection of the filing system in accordance with the characteristics

of a good filing system


548 | P a g e


Written evidence


Open questions


Task: Chose a good filing system by its characteristics

Checklist Score

Yes No

Components of good filing methods

Finders

Keepers

Storage

Characteristics of a good filing methods

Simple

Economy

Compactness

Accessibility

Suitable

Flexible

Safety

Indexing

classification

Observation

549 | P a g e

Learning Outcome 4.3: Apply record management techniques

Record filing order

Alphabetical

Numerical

Alpha numerical

Chronological

Ideological

Decimal

Geographical

Records management mode

Vertical filing

Horizontal filing

Suspension filing

Lateral filing

o Group discussion on record filing

order

o Practical exercises on records

management techniques use

o Site visit

- Reference books

- Computer

- Internet

- Textbooks

- CDs

- Video Aids

- Diskette

- Projector

- Router

- Camera

- Flash Disk

- Markers





Written evidence


Open questions


Task: Range records by filling order Set up records management by mode.


Systematic selection of filing methods as per procedures of filing


550 | P a g e

Checklist Score

Yes No

Record filing order

Alphabetical

Numerical

Alpha numerical

Chronological

Ideological

Decimal

Geographical

Records management mode

Vertical filing

Horizontal filing

Suspension filing

Lateral filing

Observation

551 | P a g e



Workforce Development Authority (WDA) located in Kigali City, Gasabo District has gave to her Documentation Officer the responsibility of managing its scattered records from different departments. She requested to look for solution on how those records can be managed as soon as possible in one month. She must show the equipped records room and inventory report of records.

Tools, materials and equipments - Word processor - Typewriters - Telecommunication - Cabinets - Shelves - Mobile shelving - Folders - Guides - Labels - Sorters - Out indicators - Stapling machine - Punching machine - Photocopying - Spirit and stencil

duplicators - Computers - Hanging file - Pocket file - End tab file - Staples expanding file - Plastic file - Papers - Separators - Pens - Pencils - Box files

552 | P a g e


Checklist Score

Yes No

Indicator: Tools, materials and equipment for records management are identified and selected

Filing equipment

Office materials

Indexing equipment


Indicator: Tools materials and equipment are arranged into the working area

Disposition according to the types office layouts

Disposition according to the objectives of office layouts

Indicator: The scattered documents are collected

The scattered documents are collected by criteria ne floor finishing is done

Synthetic floor protector is applied

The scattered documents are collected by process of records collection Terrazzo floor finishing is done

Indicator: Records location (Accommodation) is selected

The accommodation is identified by principles

The accommodation is identified records accommodation environment

Indicator: Records filling system is selected

Records filling methods are selected by their types

Records filling methods are selected by their characteristics

Records filling methods are selected by records management techniques

Observation

553 | P a g e


Checklist Score

Yes No

Indicator: The scattered records are collected

Records available

Records selected

Records filling system chosen

Indicator: The accommodation room is selected textures

The equipment are fixed

Accommodation is partitioned

Observation


Checklist Score

Yes No

Indicator: The records accommodation is equipped

The records accommodation is equipped and portioned into section

Indicator: Inventory report prepared

Inventory report completed


Required time 1 month

Observation

554 | P a g e


Checklist Score

Yes No


Required time 1 month

Overall

Gloves


Observation

555 | P a g e

O M G S I 4 0 1 - STOCK -RELATED ISSUES HANDLING

OMGSI401 handle Stock related issues


Credits:5 50

Sector: Agriculture and Food processing

Sub-sector: Food processing

Issue date: June, 2018

Purpose statement


learners pretending to become a professional Sales Clerk, the trainees will be able to identify

stock items, to tag price on items, to use LIFO and FIFO methods to evaluate the stock. . It is

fundamental for a trainee to first understand the kind of work to perform by use of tools and

machines.

556 | P a g e


Implement safety, health and environmental policies and procedures

Product and Service Selling

Quality Customer Service Provision







1. Identify stocks items 1.1. Suitable identification of stock items

1.2. Correct attribution of product codes

1.3. Proper control of stock levels

2. Tag Price on items. 2.1. Convenient identification of price tagging equipment

and tools

2.2. Convenient identification of price tagging techniques

2.3. Proper application of items labelling methods

3. Use LIFO and FIFO methods to

evaluate the stock.

3.1. Proper identification of the different methods of

stock control

3.2. Proper application of stock control techniques

3.3. Proper preparation of the stock ledger cards in

accordance to LIFO And FIFO stock evaluation

methods

3.4. Proper reporting of stock inventory

557 | P a g e

LU 1: Identify stocks items

1

Learning Outcomes:

1. Identify the stock items. 2. Attribute product codes 3. Control stock levels

10 Hours

Learning Outcome 1.1: Identify the stock items

Definition of terms

Stock materials

Types of stock items

Raw materials

Semipossessed products

Finished products

Consumables


stock materials


o Brainstorming on factors that

affect stock levels

- Reference books

- Internet

- Computer

- Module manuals

- Flipchart



Identify of stock items


558 | P a g e




Written evidence

Oral evidence


Ticking

Listing

Discuss


Checklist Score

Yes No

Definition of stock materials

Identifying types of stock materials

Raw materials

Semi possessed products

Finished products

• Consumables

Observation

Learning Outcome 1.2: Attribute product codes


Product code

Codification

Systems of codification

Alphabetic system

Simple numeric or

sequence system

Group discussion on advantage

of codification


o Brainstorming on system of

codification

o Practical exercise on systems of

codification

- Reference books

- Computer

- Internet

- Visual aids

- Computer

- Internet

- Module manuals


559 | P a g e

Bloc system brochures

Decimal system

Numeric system

Six letter or nine letter

codes

Advantages of codification

To avoid long description

To prevent duplication

To standardize items

To have accurate location

To reduce varieties

To simplify and facilitate

pricing

- Flipchart





Written evidence

Oral evidence


Ticking

Listing


Task: Apply codes the cleaning products to be sold

Checklist Score

Yes No


• Product code

• Codification

Application of codification systems


Attribute products codes

560 | P a g e

• Alphabetic system

• Simple numeric or sequence system

• Bloc system brochures

• Decimal system

• Numeric system

• Six letter or nine letter codes

Stating advantages of codification

• To avoid long description

• To prevent duplication

• To standardize items

• Have accurate location

• Reduce varieties

Observation

Learning Outcome 1.3: Control stock levels

Definition of terms

Stock control

Procedures of stock control

Receiving stock

Storage of stock

Rotation of stock

Schedule regular

counts

Security of stock

Factors that affect stock

levels.

o Group discussion on stock

control levels


o Brainstorming on

procedures of stock control


methods of stock control

o Visit market

- Books

- Computer

-Flipchart

- Internet

- Visual aids

- Module manuals


561 | P a g e

Nature of materials

Lead time

Rate of consumption of

materials

Price economy

Cost of materials

Availability of finance

Methods of stock control

levels

Maximum stock levels

Minimum stock levels

Re-order leve





Written evidence

Oral evidence


Ticking

Listing

Essay


Short questions


Apply procedures of stock control

562 | P a g e

Checklist Score

Yes No

Application of procedures of stock control

Receiving stock

Storage of stock

Rotation of stock

Schedule regular counts

Security of stock

Identification of factors that affect stock levels

Receiving stock

Storage of stock

Rotation of stock

Schedule

Stating methods of stock levels

• Maximum stock levels

• Minimum stock levels

• Re-order level

Observation

563 | P a g e

LU 2: Tag Price on items

2

Learning Outcomes:

1. Use hand embroidery tools 2. Setup embroidery machine parts 3. Manipulate embroidery machine

10Hours

Learning Outcome 2.1: Identify price tagging equipment and tools

Definition of terms

Price tag

Tagging equipment ,tools

and materials

Pricing guns and

tagging guns

Jewelry tags

Price tags and

merchandise tags

Size labels

Discount labels

Sale labels

Discount price tags,

stickers and guns


techniques of pricing


o Visit market

o Observation of equipment

o Role play on price techniques

- Reference Books

- Internet

- Computer

- Module manuals

- Flipchart


564 | P a g e

Characteristics of price

tagging tools and

equipment

Pricing techniques

Promotion pricing

Differentiated prices

Pricing to

distributors

Pricing basics





Written evidence

Oral evidence


Essay

Listing


Checklist Score

Yes No

Definition of term

Price tag

Differentiate tagging equipment tools and materials

• Pricing guns and tagging guns

• Jewelry tags

• Price tags and merchandise tags


Identify price tagging equipment and tools

565 | P a g e

• Size labels

• Discount labels

• Sale labels

• Discount price tags, stickers and guns

Stating the characteristics of price tagging tools and materials

Observation

Learning Outcome 2.2 : Apply price tagging techniques

Types of price tags

Perforated price tags

Custom log text price tag

Jewelry price tag

Custom hang tags

Necklace cards custom price

Swing tags.

Tagging techniques

Proven techniques

Collar tags

Visible implant fluorescent

elastomeric tags

Passive integrated

transponder tags

Promising techniques

Decimal coded wire tags.

Unpromising techniques

Group discussion on pricing

strategies

Visit nearby supermarket


Role play

Practical exercise on price

tagging

- Reference books

- Computer

- Internet

- Visual aids

- Computer

-

- Module manuals

- Flipchart

- Visual aids

- Price tags

equipment and

tools


566 | P a g e

Acoustic tags

Attachment tags

Satellite tags





Written evidence

Oral evidence


Ticking

Listing

Discuss


Task: Apply tagging techniques

Checklist Score

Yes No

Identifying the different types of price tags

Perforated price tags

Custom log text price tag

jewelry price tag

Custom hang tags

Necklace cards custom price

Swing tags

Application of tagging techniques

Proven techniques

Collar tags

Visible implant fluorescent elastomer tags

Passive integrated transponder tags



Apply price tags techniques

567 | P a g e

Decimal coded wire tags.

Unpromising techniques

Acoustic tags

Attachment tags

Observation

Learning Outcome 2.3 : Apply items labelling methods

Definitions of terms

Items labeling

Types of label applicators

Handle label

applicators

Automatic label

applicators

Tips to get attracting

products labeling

Right size

Simple labels

Product Brand name

Customer's

consideration

Advantage of labeling



568 | P a g e




Written evidence

Oral evidence


Essay

Listing


Checklist Score

Yes No

Application of labels using

Handle label applicators

Automatic label applicators Process of manipulation tools and equipment

Stating the tips to get attracting for Right size.

simple labels

Product Brand name

Customer's consideration Winding

Observation


Apply items labeling methods

569 | P a g e

LU 3: Use LIFO and FIFO methods to evaluate the stock

3

Learning Outcomes:

1. Identify different methods of stock control 2. Apply stock Control techniques 3. Prepare the stock ledger cards in accordance to LIFO And FIFO

stock evaluation methods 4. Report stock inventory

30Hours

Learning Outcome 3.1: Identify different methods of stock control

Definition

Stock control

Reason for stock control

Maximizing space

Provides room for new

merchandise

Avoiding lost sales

Methods of stock control

Holy Grail

Basics

Economic consideration

Safety stock

o Group discussion on methods

of stock control


o Observation of different

methods of stock control

- Reference books

- Computer

- Internet

- Visual aids

- Computer

-

- Module manuals

- Flipchart

- Visual aids


570 | P a g e





Written evidence

Oral evidence


Expose

Listing


Checklist Score

Yes No

Definition of term

Stock control

Stating the reason of Maximizing space

Provides room for new merchandise

Avoiding lost sales

stock control

Stating the methods of stock control

Holy Grail

Basics

Economic consideration

Safety stock

Observation


Identify the different methods of stock control

571 | P a g e

Learning Outcome 3.2 : Apply stock Control techniques

Definition of terms

Bin card

Bin card parts

Store location column

Stock information column

Stock balance column

Advantages of bin card

Less chance of mistake

Effective control of stock

Easy identification of materials

Disadvantages of bin card

Store records are dispersed over

wide area

Involves clerical work

The cards may get dirty


creating a bin card


o Observation

Role play

- Reference books

- Computer

- Internet

- Visual aids

- Computer

- Module manuals

- Flipchart

- Visual aids





Written evidence

Oral evidence


Essay

Listing



Apply stock Control techniques


572 | P a g e

Checklist Score

Yes No

Designing the Bin card using the following parts:

Stores location column


stock balance column

Stating the advantages of Bin card

Less chance of mistake

Effective control of stock

Easy identification of materials Identification of cleaning product

Stating the disadvantages of Bin card

Stock records are dispersed over wide area

Involves clerical work

The cards may get dirt

Observation

Learning Outcome 3.3: Prepare the stock ledger cards in accordance to LIFO And FIFO stock

evaluation methods

Definition of terms

Store’s ledger card

Methods of stock evaluation

LIFO

FIFO

Making of store’s ledger cards using

LIFO and FIFO


advantages and

disadvantages of FIFO and

LIFO

o Brainstorming on methods

of stock evaluation

o Role play FIFO and LIFO

- Reference books

- Computer

- Internet

- Visual aids

- Computer

- Module manuals


573 | P a g e

Advantage and disadvantages of FIFO

and LIFO methods

methods


- Flipchart

- Visual aids





Written evidence

Oral evidence


Ticking

Listing

Discuss


Short questions

Checklist Score

Yes No

Differentiating the different methods of stock valuation

LIFO

FIFO

Designing and making entries in the stores ledger cards using

FIFO

LIFO

Stating advantages and disadvantages of LIFO and FIFO methods

Observation


Prepare the stock ledger cards in accordance to LIFO And FIFO stock valuation

methods

574 | P a g e

Learning Outcome 3.4: Report stock inventory

Definition of terms

Stock inventory

Types inventory

Perpetual

Periodic inventory

Difference between periodic and

perpetual inventory

Report writing after the inventory

Format of report writing

Group discussion about how

to give the report of stock


Role play on the types of

inventory

- Reference books

- Computer

- Internet

- Visual aids

- Computer

- Module manuals

- Flipchart

- Visual aids





Written evidence

Oral evidence


Ticking

Listing

Discuss


Short questions


Report stock inventory


575 | P a g e

Checklist Score

Yes No

Definition of term

Stock inventory

Application of stock inventory

Perpetual

Periodic inventory

Cleaning process

Differentiate perpetual from periodic inventory

Report writing after the inventory

Observation

576 | P a g e



The BIG SHOP in MUSANZE that deals in jewels and gents clothes, has problems of stock items codes, stock control, the price tagging system, the bin cards and stores ledger cards are not in place for a person to know the stock balance at hand.

As a Sales Clerk deal with above problems and give a report in 3 hours.

- Tools, equipment &Materials

- Overcoat - Gloves - Nose protection

mask - Safety shoes - Boxes - Envelops - Markers - Computer - Printer - Stapling machine - Consumables Pricing

guns and tagging guns

- Jewelry tags - Price tags and

merchandise tags - Size labels - Discount labels - Sale labels - Discount price tags,

stickers and guns - Pants (5 pcs)

necklaces(10 pcs), shoes (40 pairs)

577 | P a g e


Checklist Score

Yes No

Indicator: Stock items are identified

Types of stock materials identification

Indicator: Products code attributed

System of codification Application

Alphabetic system

Six letter or nine letter codes

Indicator: Stock levels controlled

Following Procedures of stock control

Receiving stock

Proven techniques


Indicator:Methods of stock control are identified Methods of stock control are identified

Synthetic floor protector is applied

Methods of stock control used;

Holy Grail


Stores location column

Indicator: Bin card and ledger cards well prepared

Observation

578 | P a g e


Checklist Score

Yes No

Indicator: Store is organized

The Stock control methods and techniques

Observation


Checklist Score

Yes No

Indicator: Stock report and inventory is completed

Submitted report

Inventory format


Required time 3 days

Observation


Checklist Score

Yes No

Indicator:

Gloves

Noise protection

Overcoat

Observation

579 | P a g e

Reference books:

26. Kigenyi F., David.(2010). Entrepreneurship for Rwanda, ordinary Level, V.I, KK Publishers and

stationers Ltd.

27. Frank Wood. (2009). Principles of Counts for East Africa, fourteenth impression.

28. Albrecht, K. 1995. At America’s Service: How Your Company Can Join the Customer Service

Revolution. New York: Grand Central Publishing

29. http://www.crmxchange.com/uploadedFiles/Featured_White_Papers/PDF/5_Core_Principl

es_of_Customer_Care.pdf

30. .http://www.providesupport.com/blog/types-of-complaining-customers-and-how-to-handle-

complaints/

31. https://www.thebalance.com/providing-excellent-customer-service-2951744

32. .https://www.entrepreneur.com/article/289167

https://www.thebalance.com/providing-excellent-customer-service-2951744

580 | P a g e

O M G C S 4 0 1 - QUALITY CUSTOMER SERVICE PROVISION

OMGCS401 Inspect raw material physical quality


Credits: 5 50



Issue date:October, 2017

Purpose statement


learners pretending to become professional Sales Clerk, the trainees will be able to offer quality

service to customer, handle customers' complaints and build links with them. It is fundamental

for a trainee to first understand the kind of work to perform by use of tools and machines.

581 | P a g e


Occupational and training process

Health safety security and environment at work place

Communicate simply using English in familiar situation







1.Offer a quality service to Customer 1.1.Adequate provision of service in accordance to

customers' information

1.2.Adequate provision of service to different types of

customers

1.3. Adequate provision of service in accordance with

customer care techniques machine

2. Handle complaints and difficult

Customer service situations.

2.1. Adequate identification of customer complaints

2.2. Adequate handling of complaints in accordance with

Replying channels

2.3. Adequate follow up of customers' complaints

satisfaction

3.Build links with customers 3.1. Proper identification of potential customers

3.2. Proper application of customers linking

techniques.

3.3. Proper maintaining customer’s royalty.

3.4. Methodical safeguarding customers' information to

maintain their trust

582 | P a g e

LU 1: Offer quality service to Customer

1

Learning Outcomes:

1. Provide service in accordance with customers' information. 2. Provide service to the different types of customers 3. Provide service in accordance with customer care techniques

machine

15 Hours

Learning Outcome 1.1: Provide service in accordance with customers' information

Definition of terms

o Service

o Customers' information

o Quality of

service/product

o Quantity of srevice/

product

o Customers' information

gathering tools

o Interview

Feature of

information

Use of interviewing

o Group discussion on ways of

gathering and use customers'

information gathered


o Role play information gathering

o Brain storming

o Reference Books

o internet

o Computer

o Module manuals

o flipchart

o Visual aids

o Markers

o Projector


583 | P a g e

Planning of interview

Question style

o Survey

feature and use of

survey

Designing survey

o Workshop

Features and use of

workshop

Planning workshop

o Use of customers'

information gathered

o Increase competence and

performance

o Build up image

o Contact with other

customers





Oral evidence


Ticking questions

Matching questions

Sentence completion


Provide service in accordance with customers' information

584 | P a g e

Checklist Score

Yes No

Definition of

Service

Customer information

Stating customer's information gathering tools

Interview

Survey

Workshop

Stating the use of customers' information

To increase competence and performance

To build up image

To contact other customer

Observation

Learning Outcome 1.2: Provide service to the different types of customers

Definition of term

o customer

Types of customers

o Loyal Customers

o Discount Customers

o Impulse Customers


serve different types of

customers


o Role play on different types of

customers

o Reference books

o Computer

o Internet

o Visual aids

o Module manuals

o Flipchart


https://www.thebalance.com/appealing-to-repeat-loyal-customers-2890090

585 | P a g e

o Need-Based

Customers

o Wandering

Customers

Serving different Customers

in accordance to their types

o Factors influencing

Orientation of customer

o Cost- oriented customer

o Value- oriented customer

o Technology oriented

customer

o Visit of market/ supermarket

o Markers

o Projector





Written evidence

Oral evidence

Role play

Ticking questions

Sentence completion


Provide service to the different types of customers

586 | P a g e

Checklist Score

Yes No


Service

Types of customer identified

Loyal Customers

Discount Customers

Impulse Customers

Need-Based Customers

Wandering Customers

Stating factors influence orientation of customers

Cost- oriented customer

Value- oriented customer

Technology- oriented customer

Serving different types of customer and their orientation

Observation

Learning Outcome 1.3: Provide service in accordance with customer care techniques

Definition of customer care

Customer service principle

o The status frontline

employees

o Employee satisfaction

matters

o showing customer that

are valued


importance of good

customer service


o Role play on good customer

care service

o Books

o Compute

o Flipchart

o Internet

o Visual aids

o Module manuals

o Markers


https://www.thebalance.com/appealing-to-repeat-loyal-customers-2890090

587 | P a g e

o Internal customers values

o Training staff

Tips to improve good

customer care service

Practice clear

communication

Speaking as your

customer do

Using smile in

conversation

Using always a positive

language

Giving credence to the

customer complaint

Giving thanks in real

word

Advantage of good customer

care service

o Retaining customer

o Increase profitability

o Gives employee more

confidence

o Competitive advantage

o Projector





Provide service in accordance with customer care techniques.

588 | P a g e


Written evidence

Oral evidence

Expose

Role play

Fill in questions

Ticking questions

Checklist Score

Yes No

Definition of the term customer care

Stating customer care principles

The status frontline employees

Employee satisfaction matters

showing customer that are valued

Internal customers values

Training staff

Stating advantage of good customer care service

Retaining customer

Increase profitability

Gives employee more confidence

Competitive advantage

Apply tips of good customer care service

Practice clear communication

Speaking as your customer do

Using smile in conversation

Using always a positive language

Giving credence to the customer complaint

Giving thanks in real word

Observation

589 | P a g e

LU 2: Identify customers’ complaints

2

Learning Outcomes:

1. Identify customers’ complaints. 2. Handle customers' complaints in accordance with Replying

channels 3. Follow up customer's complaints satisfactions

15 Hours

Learning Outcome 2.1: Identify customers’ complaints

Definition of term

Customer

Complaint

Types of customer

complainers

The meek customers

The aggressive

complainers

the high-roller

customer

Rip -off customer


customers and roots causes of

complaints


o Market visits

o Observation of the types of

customer complainer

o Role play on types of customer

complainers

- Reference Books

- internet

- Computer

- Module manuals

- Flipchart

- Markers

- Projector

LU 2:Handle complaints and difficult Customer service situations


590 | P a g e

The chronic

complainer

Roots causes of customer

complaint

Defects caused by

production or

damaged

Marketing overpromise

Misleading marketing

Customer error or

unreasonable

expectation

Delay in delivery





Written evidence

Oral evidence

Open questions

Ticking questions

Expose


Concept

Role play


Identify customers' complaints.

591 | P a g e

Checklist Score

Yes No

Definition of term

Customer

Complaint

Types of customer complainers identification

The meek customers

The aggressive complainers

the high-roller customer

Rip -off customer

The chronic complainer

Stating the roots cause of customer complaint

Defects caused by production or damaged

Marketing overpromise

Misleading marketing

Customer error or unreasonable expectation

Delay in delivery

Observation

Learning Outcome 2.2 :Handle customers' complaints in accordance with Replying channels

Steps to handle customers' complaint

Listen and understand

Empathize

Offer solution

Execute solution

Follow up


methods of handling and

advantages of handling

customers complaints


o Role play on replying to

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals

- Flipchart


592 | P a g e

Receiving customers' complaints

through:

Written letters

e-mailing

Conversations

Channels of replying to customers'

complaints

Writing letters

e-mailing

Conversations

customers complaints

o Making


replying to customers'

complaints

- Markers

- Projector






Oral evidence

Written Evidence

Ticking

Essay writing


Expose

Task:As sales clerk in shop, write a replying letter to customer who

complained the delivery of damaged ceramics products

Checklist Score

Yes No

Stating steps of customers' Handling

Listen and understand

Empathize

Offer solution


Handle customers’ complaints in accordance with Replying channels

593 | P a g e

Execute solution

Follow up

Receiving different customers' complaints through

Written letters

e-mailing

Conversations

Replying to customers' complaints through

Writing letters

e-mailing

Conversations

Observation

Learning Outcome 2.3:Follow up customer's complaints satisfactions

Channels used to follow up

customers' complaints

handling satisfaction

Social media monitoring

tool

Customers support

software

Customer support

phone numbers

Customer feedback

survey

Workshop

Customer Complains follow

o Group discussion on use follow up

tips


o Role play channels used to follow

up customers complaints

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals

- Flipchart

- Markers


594 | P a g e

up tips

The 3 Ps:

Be Prompt

Proactive

and Patient

Meaningful

Conversations

Unexpected visits

Carefully not forgetting

about customers'

complain (mindfulness)

Being gratitude

Keep promises

Hearing





Written evidence


Oral evidence

Ticking questions

Sentence completion

Expose


Checklist Score

Yes No

Stating the channels used to follow up customers' complaint satisfaction

Social media monitoring tool

Customers support software

Customer support phone numbers


Follow up customer's complaints satisfactions

595 | P a g e

Customer feedback survey

Workshop

Apply tips of customers' complaint satisfaction follow up

The 3 Ps:

Be Prompt

Proactive and Patient

Meaningful Conversations

Unexpected visits

Carefully not forgetting about customers' complain (mindfulness)

Being gratitude

Keep promises

Hearing

Observation

596 | P a g e

LU 3: Build links with customers

3

Learning Outcomes:

1. Identify potential customers 2. Apply customer's Linking techniques 3. Maintain customers Royalty 4. Safeguard customers' information to maintain their trust

20 Hours

Learning Outcome 3.1: Identify potential customers


Potential customer

Ways of identifying potential

customers

Use Google alerts

Interview current customers

Use competitors documents

and tools

Use professional network

Tips to assess potential

customers'

Characteristics of potential

customers

Gender


o Ways of identifying potential

customer


o Practical exercises on ways of

identifying potential customers

- Reference books

- Computer

- Internet

- Visual aids

- Module manuals

- Projector


597 | P a g e

Age

Occupation

Disposable income

Location

Shopping purpose

Work demand

Family needs

Budget pressure

Preferred shopping method

Online shopping

Over phone

In stores shopping





Written evidence


Oral evidence

Fill in questions

Concept

Expose


Checklist Score

Yes No

Definition of the term : Potential customer

Applying ways of identifying potential customer


Identify potential customers

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Use Google alerts

Interview current customers

Use competitors documents and toolsUse professional network(i. e LinkedIn or

Ouora)

Stating tips to assess potential customer

Characteristics of potential customer

their shopping purpose

Preferred shopping method

Observation

Learning Outcome 3.2 :Apply customer's Linking techniques

Definition of terms

Link with customers

Techniques of linking with Customers

Using adequate Channel

Social media

Blogs

Promotional competitions

Getting people to see/read and link

Building relationship

Regularly update customers

Advantages of building customers' links

Getting new customers

Make fresh customers focused

Quality improvement

Building customer royalty


advantages and

disadvantages of linking

customers


o Observation on building

links with current and

potential customers

- Reference

books

- Computer

- Internet

- Visual aids

- Module

manuals

- Flipchart

- Visual aids

- Markers


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Written evidence


Oral evidence

Ticking questions


Expose


Task:As a sales clerk, By using ways of identifying potential

customers, create a platform to link with them

Checklist Score

Yes No

Definition of the term: Linking with customer

Apply techniques of building links with customers

Using adequate Channel

Social media

Blogs

Promotional competitions

getting people to see/read and link

building relationship

Regularly update customers

Statement of advantages of building links with customer

Getting new customers

Make fresh customers focused

Quality improvement

Building customer royalty


Apply customer's Linking techniques .

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Observation

Learning Outcome 3.3: Maintain customers Royalty

Definition of terms

customers' royalty

Tips to maintain customer royalty

Regularly updating customer on

New products/service

New selling points

Inconveniences

Building links

proposing discount

Remember customers'

special occasion

Make follow up call


information to updates

customer and it advantages


- Reference

books

- Computer

- Internet

- Visual aids

- Computer

- Internet

- Module

manuals

- Flipchart

- Visual aids

- Markers





Written evidence Ticking questions

Sentence completion


Maintain customers Royalty


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Oral evidence


Concept

Checklist Score

Yes No

Definition of the terms: Customers' Royalty

Application of tips to maintain customer care

Regularly updating customer

Building links

proposing discount

Remember customers' special occasion

Make follow up call

Observation

Learning Outcome 3.4 : Safeguard customers' information to maintain their trust


Customer trust

Ways to keep customers' trust

Great service

Consistency

transparency

Tips of keeping safely customers'

information

Using encryption

Securing online records

Restrict access to customer data

o Brainstorming on methods

of keeping safely customers'

information and its

advantages


- Reference

books

- Computer

- Internet

- Visual aids

- Module

manuals

- Flipchart

- Markers


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Advantages of keeping safely

customers information





Written evidence


Oral evidence

Ticking questions

Sentence completion


Concept

Checklist Score

Yes No

Definition of the term: Customer trust

Statement of ways to keep customers' trust

Great service

Consistency

transparency

Stating tips of keeping customers' trust

Using encryption

Securing online records

Restrict access to customers' data

Observation


Safeguard customers' information to maintain their trust

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A Customer from Rwamagana bought ceramic products in Kigali POTTERY COLLECTIONS located in Kigali City where you are employed as a sales Clerk, brought to your shop a letter acknowledging receipt and complaining about some damaged goods, and that there is no platform where customers can express their queries. As a Sales Clerk you have to deal with the customers complaint and also create a platform where customers can share information in not more than 2hours. Show how you go about with the task given

Tools: - Computer and - Printer - Internet

connection - Papers - Chairs - Pens - Electricity - PPE - Cell phone

Equipment: - Computer and - Printer - Internet connection - Papers - Chairs - Pens - Electricity - PPE - Cell phone

Materials - Computer and - Printer - Internet connection - Papers - Chairs - Pens - Electricity - PPE - Cell phone

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Checklist Score

Yes No

Indicator: Quality customer care service is offered

Receiving Customer with customer care

Receiving Customer's letter

Gathering Customer information

Indicator: Customer's complaints are handled

The customer's complaint identification

The cause of customer's complaint

Identification

Finding solution to customers complaints

Replying to customers letter

The replying letter handed to the customer

Following up customers satisfaction

Indicator: Link with customer is built

The existing and potential customers identification

The creation of platform linking customers

Asking customers to join the link

Updating Customers about relevant news (discount, inconveniences...)

Observation

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Checklist Score

Yes No

Indicator: Customer care service offered

Clear communication with customer

Customer complaint given credence

Indicator: Customers' problems handled

The damaged products replaced

Customers linking creation

Complaint handling well done

Following Customer done

Observation


Checklist Score

Yes No

Indicator: Customer letter replied

Replying letter

Indicator: The time is respected

The required time 2 hours

Indicator: Customers' Link provided

Customer's WhatsApp group

Observation

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Checklist Score

Yes No

Indicator: PPE used

Noise protection

Gloves

Overcoat/ T- shirt

Observation

Reference books:

Kigenyi F., David.(2010). Entrepreneurship for Rwanda, ordinary Level, V.I, KK Publishers and stationers Ltd.

2.Frank Wood. (2009). Principles of Counts for East Africa, fourteenth impression.

3. Albrecht, K. 1995. At America’s Service: How Your Company Can Join the Customer Service Revolution. New York: Grand Central Publishing

4.http://www.crmxchange.com/uploadedFiles/Featured_White_Papers/PDF/5_Core_Principl es_of_Customer_Care.pdf

5.http://www.providesupport.com/blog/types-of-complaining-customers-and-how-to-handle-complaints/

6.https://www.thebalance.com/providing-excellent-customer-service-2951744

7.https://www.entrepreneur.com/article/289167

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GLOSSARY

Assessment: A process of gathering and judging

evidence in order to decide whether a person

has attained a standard of performance.

Assessment criteria: Statements which describe

performances and place them in context with

sufficient precision to allow valid and reliable

assessment.

Best practice: Management practices and work

processes that lead to outstanding or top-class

performance and provide examples for others.

Competency standard: An industry-determined

specification of performance which sets out the

skills, knowledge and attitudes required to

operate effectively in employment.

Competency standards are made up of units of

competency, which are themselves made up of

elements of competency, together with

performance criteria, a range of variables, and

an evidence guide.

Competency: means the ability to apply

knowledge, skills and personal, social and

methodological skills in the workplace or

during learning, as well as in personal and

professional development. This ability or

capacity is acquired through leaning, exposure

to the tasks and series of training allowing one

to perform specific task autonomously. Reason

why in the context of the CBE Framework

competencies are described as responsibility

and independence.

Competency-based assessment (or CBA): The

gathering and judging of evidence in order to

decide whether a person has achieved a

standard of competency.

Complementary competencies: Set of

knowledge, skills and attitudes which are not

directly linked to a specific occupation or

industry, but which are important for work,

education and life in general, such as

communication, mathematics, organizational

aptitude, and computer literacy, interpersonal

and analytical competency.

Core modules: Modules leading to

competencies’ acquisition that an industry

sector has agreed upon as essential for a person

to be accepted as competent at a particular

level. All modules may be core, but in many

cases competency at a level will involve core

modules plus optional or specialization

modules. Core competencies are normally

those central to work in a particular industry.

Credential: Formal certification issued for

successful achievement of a defined set of

outcomes, e.g. successful completion of a

course in recognition of having achieved

particular knowledge, skills or competencies;

successful completion of an apprenticeship or

traineeship.

Credit: The acknowledgement that a person has

satisfied the requirements of a module.

Curriculum: The specifications for a course or

subject (module) which describe all the learning

experiences a learner undergoes, generally

including objectives, content, intended learning

outcomes, teaching methodology,

recommended or prescribed assessment tasks,

assessment exemplars, etc.

Evidence guide: The part of a competency

standard which provides a guide to the

interpretation and assessment of the unit of

competency, including the aspects which need

to be emphasized in assessment, relationships

to other units, and the required evidence of

competency.

Flexible delivery: A range of approaches to

providing education and training, giving

learners greater choice of when, where and

how they learn. Flexible delivery may involve

distance education, mixed-mode delivery,

online education, self-paced learning, self-

directed learning, etc.

Formal education: Also formal training

education or training provided in educational

institutions such as schools, universities,

colleges, etc. or off the job in a workplace,

usually involving direction from a teacher or

instructor.

General competencies: competencies

correspond to larger operations that go beyond

the tasks, but generally contribute to their

implementation. These activities require more

fundamental learning and are generally

common to several tasks and transferable to

many work situations.

Generic modules: Modules leading to the

attainment of complementary competencies.

Informal education: The acquisition of

knowledge and skills through experience,

reading, social contact, etc.

Internship: An opportunity for a learner to

integrate career related experience by

participating in planned, supervised work.

Key competencies: Any of several generic skills

or competencies considered essential for

people to participate effectively in the

workforce. Key competencies apply to work

generally, rather than being specific to work in a

particular occupation or industry. The following

are key areas of competency which were

developed into seven key competencies:

collecting, analyzing and organizing

information; communicating ideas and

information; planning and organizing activities;

working with others and in teams; using

mathematical ideas and techniques; solving

problems; and using technology.

Knowledge: means the result of the adoption

of information through the learning process.

Knowledge is a set of facts, principles, theories

and practices related to area of work or study.

In CBE context lifelong learning knowledge is

described as theoretical and / or factual.

Learning outcomes: are statements of what

learner knows, understands and can perform,

based on the completion of the learning

process, defined by knowledge, skill and

competency.

Learning activities: Suggested activities that

can be developed during lesson planning and

activity preparation. The choice of learning

activities must be tailored according to group

size, available material resources and

communication tools.

Learning hours: Amount of hours required to

acquire the competency, including the time

allocated to evaluation, which is estimated

between 5 and 10% of the total learning time of

the competency.

Learning outcomes: Statements that indicate

what learners will know or be able to do as a

result of a learning activity. Learning outcomes

are usually expressed as knowledge, skills, or

attitudes.

Learning unit: Any of the basic building blocks

of a module, which describes the key activities

or the elements of the work covered by the

module

Module: A unit of training which corresponds to

one competency and which can be completed

on its own or linked to others.

Occupation: The principal business of one’s life.

Performance criteria The part of a competency

standard specifying the required level of

performance in terms of a set of outcomes

which need to be achieved in order to be

deemed competent. It describes the quality

requirements of the result obtained in labor

performance.

Qualification: means the formal name for the

result of a process of assessment and

validation, which is obtained when a competent

body determines that an individual has

achieved learning outcomes to the standards

laid down.

Quality assurance: The systems and procedures

designed and implemented by an organization

to ensure that its products and services are of a

consistent standard and are being continuously

improved.

Recognition of prior learning (or RPL): The

acknowledgement of a person’s skills and

knowledge acquired through previous training,

work or life experience, which may be used to

grant status or credit in a subject or module.

Skills: are the ability to apply knowledge and

use the principle of “know how” to perform a

specific task and to solve the problem. In

the context of the CBE Framework, skills are

defined as cognitive (involving the use of logical,

intuitive and creative thinking), practical

(including physical skill and use of methods,

materials, devices and instruments) and social

skills (communication and cooperation skills,

emotional intelligence and other).

Specific competencies: Competencies that are

directly related to the tasks of the occupation in

the workplace context. They refer to concrete,

practical, and focused aspects

Traineeship: A system of vocational training

combining off-the-job training at an approved

training provider with on-the-job training and

practical work experience. Traineeships

generally take one to two years and are now a

part of the New Apprenticeships system.

Unit of competency: A component of a

competency standard. A unit of competency is a

statement of a key function or role in a

particular job or occupation. See also element

of competency, performance criteria, range of

variables.

WORKFORCE DEVELOPMENT AUTHORITY – WDA P. O. BOX 2707 Kigali Rwanda T +250 255113365 F +250 255113365 E [email protected] I www.wda.gov.rw

Workforce Development Authority

Empowering people with employable skills and entrepreneurship capacity

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