ࡱ> (*%&'!` 'bjbj\\ `>>q$@DIDIDIPI\It@pLpLpLpLpLOMOMOMuwwwwww$zhMKMOMMMpLpLOOOMpLpLuOMuOO\apLdL 0갿DIdN:| ƚ0SOptaaOMcMOqM }MSOMOMOMtOdOMOMOMMMMM@@@8DI@@@DI@@@  Trainer/ AssessorPeter FarnelliClient(s)The Rev Shop Target GroupThe customer service manager for the new retail store as identified in the training needs analysis conducted for the client.Delivery periodTo be advised (approximately 6 months)Code and title of qualificationThe units listed in this learning program form part of the AUR21105: Certificate II in Automotive Sales Units of competencyCodeTitleCore/ ElectiveAURC270421AEstablish relations with customersCoreAURC270103AApply safe working practicesCoreAURC272003AApply environmental regulations and best practice in a workplace or businessCoreAURC270789ACommunicate effectively in the workplaceCorePre-requisitesNoneDelivery and Assessment Duration The program is delivered over a period of 9 sessions (or weeks), which can be spread over a longer period of time if required to accommodate clients staffing and rostering schedules. Each training session is for a 2-hour duration. Organisation The 4 units of competency in this program have been organised to be delivered as off-the-job comprising of four general work skills units, covering two program areas; these being Workplace Communication and Occupational Health and Safety. These units contain Employability Skills which add value to the units of competency in relation to workplace performance. The program Is organised to provide participants with background information and skills in communication and OH & S effectively and the opportunity to apply these skills in the workplace between training sessions. Opportunity to practice these skills mid way have been provided after session 4 in the delivery schedule on the following page. The alignment between the units of competency and the learning program appears below.Alignment with units of competencyProgram AreaUnit(s) of competencyGeneral Work SkillsWorkplace CommunicationAURC270789A Communicate effectively in the workplaceAURC270421A Establish relations with customersOccupational Health and Safety AURC270103A Apply safe working practicesAURC272003A Apply environmental regulations and best practice in a workplace or businessDelivery modes This program is delivered partially off the job at the training centre, with additional components being completed on-the-job. It combines face-toface trainer led theory classes and practical sessions involving individual activities. The skills and knowledge gained will be utilised and put into practice, under supervision, in the workplace. Including the final practical assessment, which will be, conducted on-thejob. For each unit, the candidate is provided with a learners guide(s), which include all material used in the training (other than tests) and reference materials.Evidence-gathering techniques The ticks on this chart refer to the documented evidence gathering techniques used in each program area. KeyADemonstrationBQuestioning (oral or written)CWorkplace observationDScenario-Problem SolvingERole-playFCase StudyGWritten testHThird PartyProgram areaABCDEFGHCommunication((((Occupational Health & Safety(((ScheduleThe training program is conducted over period of 9 sessions or weeks, which can be spread over a longer period of time if required to accommodate clients staffing and rostering schedules. As the assessment of practical skills must take place only after a period of supervised practice and repetitive experience this will be conducted on the ninth week after completing the rest of the program. The shaded areas in the table below show the Session(s)/week(s) when a particular unit will be delivered and assessed.Session DeliveryASSESSMENT GATHERING TECHNIQUES Process Product Workplace Observation1CommunicationRole playOral or written questionsObservation Supervisor2((3Communication(4( ContinuedScenario problem solving(ON THE JOB PRACTICAL5Occupational Health & Safety(6( ContinuedCase StudyWritten Test(7Occupational Health & Safety(8( ContinuedRole - play(9Practical AssessmentCase StudyObserved Monitored phone callThird party report by supervisor Delivery and assessment staff competenciesProgram areaStaffDelivery/ AssessmentCompetencies of staffTechnicalAssessCommunicationPeter FarnelliDelivery & Assessment((Occupational Health & SafetyFrank MorriDelivery & Assessment((Assessment validation processThe processes used to validate assessment activity in this program are: Program manager meets with representatives from enterprise clients on an annual basis to check the performance standards required in the program are consistent with industry practice. Program manager convenes annual meeting of assessment panel comprising subject specialists in OH&S, communications and one representative from the call centre industry to review evidence-gathering tools. External facilitator conducts two moderation meetings attended by all assessors. The first meeting, held in week two of the program, confirms the evidence gathering techniques and the required standard of performance. The second meeting, held one week after the program, focuses on reviewing assessment tools and decisions. Infrastructure requirements (A tick indicates that the RTO has the required infrastructure.)All staff (including full time, part time and casual staff) involved in the delivery and assessment of this qualification, have direct access to the current version of the relevant Training Package, including the appropriate units of competency, assessment guidelines and qualification. All staff (including full time, part time and casual staff) involved in delivering the program has access to trainer, assessor and candidate support materials relevant to their areas of delivery and assessment. All assessors have access to staff and training/assessment resources to meet the requirements of candidates with special needs and has an assessment process that incorporates reasonable adjustment procedures. All assessors have access to print and electronic copies of the assessment tools used in this program. The RTO has reviewed the equipment and facility requirements for each unit of competency in the qualification and guarantees it has access to the plant and equipment needed to implement the program. PathwaysThe four units of competency covered in this program are listed as core units for all Automotive retail, service and repair qualifications from Certificate I to Certificate III and offer a pathway for the participant to completing a qualification in this industry field. Dependent on the qualification and stream the participant wishes to attain, additional competency standards will need to be completed.Program Managers endorsement:Date:Client/Industry representative:Date: Program Title:Four Core units from the Certificate II in Automotive (Sales - Replacement Parts and Accessories) AUR21105 Program Dates:To be advisedLocation: OLS Training RoomItemQuantitySub TotalSalary/Wages StaffTrainers18 hours @ $xxxOffice support staffTechnical support staffOtherExternal trainers/consultantsGuest speakersAssessorsEquipment & ResourcesEquipment purchaseEquipment hireVideo/film hire 2 @ $xxxResource books9 @ $xxxSpecialised EquipmentSpecialised resources OtherMaterials/Consumables StationaryPhotocopying$xxxPrintingBindingTransparenciesText/ bookletsPens/markers pencils etc.File ManualsHandouts$xxxVenue & CateringVenue HireCatering HireMealsMorning/Afternoon teas9 @ $xxx per personOverall Total       LEARNING PROGRAM Commonwealth of Australia 2011 | Licensed under 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