Please tick that you have submitted the following evidence as per the instructions above:
Learner Name Date
Practical Activity Submitted
Yes/No Name of my document / Comments Process incoming and outgoing telephone calls
1. Request your supervisor to oversee you processing incoming and outgoing telephone calls and then complete the Practical
Observation Checklist to show that you can demonstrate the ability to make decisions about practice and act accordingly
Completed Practical Observation Checklist Learner
Signature
Practical Observation Instructions
Observation is used by the supervisor / assessor / facilitator to observe a learner carrying out a particular activity as a normal part of his/her learning / workplace responsibilities. This method is particularly suited to evaluating process as well as practical skills. All the observations must be real - simulation is only allowed as part of the practical observation activity.
Instructions to the Learner:
Your supervisor / assessor / facilitator will observe you as you perform the listed tasks in this observation. You must correctly do all the tasks listed (assessment criteria) on the sign-off sheets that follows. When carrying out this action, all related organisational policies and procedures must be followed at all times.
Sign your name (in the first learner signature block) in agreement that your facilitator did observe you in the first observation. Sign the other blocks for subsequent observations with the supervisor (and/or assessor).
Sign the last block on the observation sheet, as a final testimonial to the practical observation.
Instructions to the Facilitator / Supervisor:
You need to observe the learner performing the listed tasks as a normal part of his/her workplace responsibilities on as many occasions as is required for the learner to perform according to the required standard and related organisational policies and procedures.
1. First Observation:
o Work in the column numbered: 1
o Fill in die date of the first observation in the block provided under number 1.
o Write Yes / No in the block provided next to the task being observed (Yes – the learner performed the task to the required standard and in accordance with the related organisational policies and procedures; No – if the learner did not perform correctly)
o Fill in the number of tasks / performance criteria that you observed in this particular observation session
o Sign in column 1 – to show that you observed the learner
o Provide notes to substantiate your Yes/No ratings in column 1, in the space provided with heading:
2. Second and further observations:
o Complete these only if the learner was rated with a No for a specific task. Repeat the observations after some coaching of the learner, until you can confidently rate the observed task with a Yes.
Instructions to the Assessor:
The assessor needs to check that the learner has been observed by the facilitator or the supervisor and that the practical observation sheet has been completed, as per the instructions above.
The assessor will make an assessment judgement, based on the ratings (Yes and No) done by the facilitator / supervisor. Should the learner still have a No rating for a task (assessment criteria) then the learner will be found Not Yet Competent for the Unit Standard related to this practical observation. The assessor may set a specific practical observation session with the learner if required.
Practical Observation Sheet
Learner Name Date
7790:
Process incoming and outgoing telephone calls Did the learner…
Observation Number: 1 2 3 4 5
Date:
1. Prepare all necessary documentation and equipment (computers, writing material, notes etc.) prior to making any outgoing calls?
2. Given a telephonic request from a customer, decide whether to help or to transfer the call to another person in the organisation and explain why?
3. Ask probing questions to find out the purpose of the call and transfer the caller to another person who may be more able to assist?
4. Take messages for others in the organisation, (including whom the message is for, who called, the date & time, a short description of the call and contact details of the caller)?
5. Given the nature of the call, decide whether to take a detailed message or to offer to have the customer called back?
6. Given incoming calls, transfers and outgoing calls, deal with callers politely and in keeping with the organisation's image and standard telephone etiquette?
7. Deal with calls quickly and politely, keeping other calls holding as little as possible?
8. Given a specific situation, decide what information is disclosable or non-disclosable and explain why?
Number of performance criteria observed:
Learner Signature
Facilitator / Supervisor Signature Observation 1 record and oral question notes:
7790:
Process incoming and outgoing telephone calls Did the learner…
Observation Number: 1 2 3 4 5
Observation 2 record and oral question notes:
Observation 3 record and oral question notes:
Observation 4 record and oral question notes:
Observation 5 record and oral question notes:
Testimonial
We confirm that the evidence is authentic; all performance criteria, range and essential knowledge requirements have been met for this unit standard. The observations were conducted under specified conditions and the evidence provided is valid, authentic, current and sufficient.
Facilitator / Supervisor Name Facilitator / Supervisor Signature LearnerSignature
Place your completed observation sheet / evidence directly after this page of your PoE, clearly marked for easy reference.