TVET CERTIFICATE V in HOUSEKEEPING

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5

TVET CERTIFICATE V in

HOUSEKEEPING

CODE

HOTHOK5001

Kigali January 2019

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HOTHOK5001-TVET CERTIFICATE V

HOUSEKEEPING

REQF Level 5 CURRICULUM

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copy Rwanda Polytechnic 2019

Copies available from

Rwanda Polytechnic (RP)

Email inforpacrw Web wwwrpacrw PO Box 164 Kigali Rwanda

Original published version updated

January 2019

ii | P a g e

Copyright

The Competent Development Body of this Curriculum is copy Rwanda Polytechnic (RP)

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 RP 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 RP The competent Body does not give warranty nor accept

any liability

The RP 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 RP 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 the RP

copy Rwanda Polytechnic (RP) 2019

Published by


Internet httpwwwrpacrw

PO Box Kigali Rwanda

iii | P a g e

Table of Contents

C o p y r i g h t E r r o r B o o k m a r k n o t d e f i n e d

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

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

21 Description 2

22 Minimum entry requirements 2

23 Information about pathways 3

24 Job related information 3

25 Employability skills and life skills 3

26 Information about competencies 6

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

31 Course structure 7

32 Competencies chart 7

34 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

41 Assessment Methodology 10

42 Portfolio 10

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

LU 1 Participate as part of a team and respect the rules of the training environment 15

LU 2Explain the occupation and learning process 19

LU 3 Respect the facilitation and apply learning methods 22

LU 4 Develop personal plans based on self-assessment practices 25

C C M M S 5 0 1 - M O N I T O R I N G O F O C C U P A T I O N A L S H E A T W O R K P L A C E 3 2

LU 1 Conduct OSH (occupational safety and health) monitoring 34

LU 2Collect and analyze Occupational health safety incidents report 39

LU 3 Train all staff on occupational health and safety matters 46

C C M U E 5 0 1 - U P P E R 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 5 2

LU 1 Communicate orally in social and professional situations with ease 54

iv | P a g e

LU 2Read correctly a range of materials 59

LU 3 Listen to audio messages with different English accents to get the intended message 64

LU 4 Produce a variety of medium texts on professional and general topics 69

C C M K N 5 0 1 - I K I N Y A R W A N D A C Y rsquo I N T Y O Z A 7 5

LU 1Gukoresha ubuvanganzo nyandiko ashyikirana nrsquoabandi 78

LU 2Gukoresha Ikinyarwanda kiboneye agaragaza uburyo bunyuranye bwo gukemura amakimbirane

no gukoresha ibinyazina binyuranye 88

LU 3Gukangurira abandi akamaro krsquoisuku nrsquoisukura no gukoresha ibinyazina binyuranye 100

LU 4Gukoresha Ikinyarwanda kiboneye agaragaza uburyo bunyuranye bwo gutunganya ubutaka no

gukoresha ibinyazina binyuranye 111

LU 5Gukoresha neza uburyo bunyuranye bw rsquo ubwumvane no kwandika yubahiriza imyandikire

yrsquoIkinyarwanda 123

C C M S E 5 0 1 - W O R K I N G I N A S O C I A L L Y D I V E R S E E N V I R O N M E N T 1 3 5

LU 1 Communicate with customers and colleagues from diverse backgrounds 137

LU 2Address cross-cultural misunderstandings 141

C C M I W 5 0 1 - I C T A T W O R K P L A C E 1 4 6

LU 1 Prepare document Layout 148

LU 2Apply basic computer operations 154

LU 3 Manage data 161

C C M P E 5 0 1 - P R O F E S S I O N A L E T H I C S 1 7 0

LU 1Apply human values 172

LU 2Respect engineering ethics 179

LU 3Apply safety 184

C C M F T 5 0 1 - T E C H N I Q U E S D rsquo E X P R E S S I O N O R A L E E T E C R I T E E N F R A N Ccedil A I S 1 8 9

LU 1Ecrire en respectant lrsquoorthographe courante 192

LU 2Employer le vocabulaire technique dans diffeacuterents eacutecrit 196

LU 3Preacutesider des deacutebats et des discussions 201

LU 4Conduire des reacuteunions 205

LU 5Reacutediger et preacutesenter un exposeacute 209

C C M M K 5 0 1 - M A W A S I L I A N O M B A L I M B A L I Y A K I O F I S I K A T I K A K I S W A H I L I 2 1 3

LU 1Kutunga hati za mawasiliano mbali mbali za kiofisi 215

LU 2Kuchambua hati za mawasiliano mbali mbali za kiofisi 220

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LU 3 Kupanga mbinu za uwasilishaji wa hati mbali mbali 225

C C M B O 5 0 1 - B U S I N E S S O R G A N I S A T I O N 2 3 0

LU 1 Identify activities to be accomplished for real business operations 232

LU 2Create a productive working environment 240

LU 3 Run real business operation 250

LU 4 Monitor and evaluate the business 257

G E N A M 5 0 1 - M A T H E M A T I C S 2 6 4

LU 1Apply fundamentals of trigonometry 268

LU 2 Apply fundamentals of complex numbers 276

LU 3 Determine and analyze numerical functions 280

U 4Apply fundamentals of differentiation 286

LU 5 Apply natural logarithmic functions 291

LU 6 Apply exponential functions 297

LU 7 Apply fundamentals of integrals 303

LU 8 Identify measures of dispersion and interpret bivariate data 307

G E N G C 5 0 1 - G E N E R A L C H E M I S T R Y 3 1 1

LU 1Describe the transition metals 313

LU 2Perform chemical titration 320

LU 3Perform electrochemical cell reactions 327

LU 4 Describe polymerization 333

H O K B M 5 0 1 - B A S I C M A I N T E N A N C E O F H O U S E K E E P I N G M A C H I N E 3 4 0

LU 1 Identify common housekeeping machine problems 342

LU 2 Remove and replace the part of housekeeping machine 348

before maintenance 348

LU 3 Perform maintenance of housekeeping machine 353

Summative Assessment 358

H O K B M 5 0 1 - B E D M A K I N G 3 6 1

LU 1 Start-up activities 363

LU 2 Apply bed making styles 368

LU 3 Perform additional housekeeping services 373


H O K C S 5 0 1 C U S T O M E R S E R V I C E 3 8 0

vi | P a g e

LU 1 Develop approaches to enhance quality customer service 383

LU 2 Manage the delivery of quality service 394

LU 3 Monitor and adjust customer service 401

H O K M P 5 0 1 - M I S E E N P L A C E P E R F O M A N C E 4 0 9

LU 1 Describe guestroom categories 411

LU 2 Identify of guestroom supplies 417

LU 3 Identify Cleaning tools agents and equipment 423


H O K R C 5 0 1 - R O O M C L E A N I N G 4 3 2

LU 1 Prepare for cleaning a guestroom 434

LU 2 Perform cleaning of entire guestroom 441

LU 3 Store used cleaning tools agents and equipment 446


H O K S M 5 0 1 - S T O C K M A N A G E M E N T 4 5 5

LU 1 Identify stock of goods 457

LU 2 Determine the size of stock 461

LU 3 Calculate cost of handling stock 465


C C M I A 5 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 ) 4 7 2

LU 1 Demonstrate supervisory skills 474

LU 2Get briefed on industrial attachment program 481

LU 3 Develop onersquos competences on the workplace 485

G L O S S A R Y a

vii | P a g e

List of abbreviations

CCIA Cross Cutting Industrial Attachment Program

CCM Cross Cutting Modules

CCMCS Cross Cutting Module Computer Skills

CCMDB Cross Cutting Module Business Plan Development

CCMEN Cross Cutting Module Intermediate Workplace English

CCMHE Cross Cutting Module Health and Environmental Policies and Procedures

CCMKN Cross Cutting Module Ikinyarwanda cyrsquointyoza

CCMOL Cross Cutting Module Occupation and Learning

CCMWC Cross Cutting Module Quality Customer Services

CDU Curriculum Development Unit

CV Curriculum Vitae

PT Production Technology

IAP Industrial attachment Program

ICT Information Communication Technology

IPRC Integrated Polytechnic Regional Center

ITP Industrial Training Program

Ltd Limited

MMFPT Mining and Manufacturing Production Technology

CNC Computer Numerical Control

IAP Industrial Attachment Program

BOQ Bill Of Quantity

PM Preventive Maintenance

OMP Orange Machinery Parts

PPE Personal Protective Equipment

viii | P a g e

RTQF Rwanda Technical Qualification Framework

TVET Technical and Vocational Education and Training

VTC Vocational Training Center

WDA Workforce Development Authority

RP Rwanda Polytechnic

LPG Liquid Petroleum Gas


LV Low Voltage

MV Middle (medium) Voltage

HV High Voltage

EHV Extra High Voltage

VHV Very High Voltage

DC Direct Current

MCB Miniature Circuit Breaker

MCCB Moulded Case Circuit Breaker

ELCB Earth Leakage Circuit Breaker

RCCB Residual current circuit breaker

HSS High Speed Steel

DACUM Doing A Curriculum

ISO International Standard Organization

AC Alternative Current

DC Direct Current

ix | P a g e

Acknowledgments

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

the development of this curriculum

Coordination

RWAMASIRABO Aimable curriculum coordinator-RP

Facilitators

Faradji GAHUNGU FacilitatorConsultant

Curriculum Development Team

Names Function Institution

1 UMULISA Meacutediatrice Rooms division Manager UBUMWE Grande Hotel

2 NISENGWE Nadia General Manager Anthurium Residential Hotel

3 GIHOZA NGOGA Pacifique Chief Operations Officer Hospitality Prime Solutions

4 KAMPIRE Espeacuterance Assistant Lecturer RP-IPRC KARONGI

5 GATERA Deacuteogratias Instructor RP-IPRC NGOMA

6 UMUTONI Aloysie Assistant Executive Housekeeper UBUMWE Grande Hotel

7 NTAMBARA Joseph Housekeeping Trainer MIPC MUHABURA Polytechnics

8 WIBABARA Jennifer Housekeeping Supervisor Root Inn Guesthouse

9 BYIRINGIRO Pacifique Data Manager Digital Link

10 MUSAFIRI Ernest Instructor IPRC NGOMA

11 MUSONI Jean Claude Trainer Nyabihu TVET School

12 UWERA Marceline Socio-linguistics Officer RALC

13 MUTAGANZWA Gilbert Teacher Ecole Secondaire de Rukara

14 MATATA Jean Bosco Teacher College Ami des Enfants

15 GASIMBA Franccedilois Xavier Lecturer URCollege of Education

16 KAMBARI Vincent Teacher GS St MarcelKayonza

17 MUREGO Yves Quality Assurance Officer WDA

18 BUCYENSENGE Vincent Instructor IPRC KARONGI

19 GASANA Vedaste Lecturer INES

20 FURAHA INEZA Jean Raymond

Trainer Lycee de Gisenyi

21 NGEZAHAYO Emmanuel Maths teacherauthor Rusumo High School

22 UMUGABEKAZI Yvette Chemist ADM-IBTC

23 UWINEZA Patrice Sciences trainer Nyamata TVET School

1 | P a g e

1 GENERAL INTRODUCTION

The curriculum presents a coherent and significant set of competencies to

acquire to perform the occupation of a room attendant 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

2 | P a g e

Section

2

2 QUALIFICATION DETAILS

21 Description

This qualification provides the skills

knowledge and attitudes for a learner to be

competent in a range of routine tasks and

activities that require the application of a

limited range of basic practical skills in a

defined context Work would be

undertaken in various Hospitality and

tourism industries where housekeeping

operations are provided Learners may

work with minimum supervision

At the end of this qualification qualified

learners will be able to

1 Describe the occupation and

learning process

2 Monitor occupational SHE at

workplace

3 Maintain professional conversation

in upper-intermediate English

4 Gukoresha ikinyarwanda cyrsquointyoza

5 Work in a socially diverse

environment

6 Use ICT at workplace

7 Apply workplace English

8 Apply entrepreneurship skills

9 Apply professional ethics

10 Organize a business

11 Apply customer care principles

12 Basic Maintenance of Housekeeping

Machine

13 Manage store

14 Apply general mathematics

15 Apply general chemistry

16 Perform mise en place

17 Perform bed making

18 Perform room cleaning

19 Integrate workplace

22 Minimum entry requirements

TVET Certificate IV in Housekeeping or other relevant qualifications or through Recognition of Prior Learning

Title TVET Certificate V in Housekeeping

Level REQF Level 5

Credits 119

Sector Hospitality and Tourism

Sub-sector Housekeeping

Issue date January 2019

3 | P a g e

23 Information about pathways

24 Job related information

This qualification prepares individuals to integrate the Hospitality and Tourism sector with the

professionalization of Room attendant this qualification again offers the opportunity to execute the

work as a Guest Room attendant Storekeeper Machine operator and ensure that safety and security

regulations are respected

25 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

Guest Room Attendant

Storekeeper

Machine Operator

Pathways into the qualification

Pathways from the qualification

Preferred pathways for candidates entering this qualification include

Candidates enter this qualification after achieving TVET Certificate IV in Housekeeping or other relevant qualifications or through Recognition of Prior Learning

Progression route of candidates achieving this qualification include

Candidates exiting this qualification are able to enter TVET Diploma in Hospitality Management

4 | P a g e

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 reproduction

Rwanda environmental protection practices rules and regulations

Business Plan

Producing a small IT 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

5 | P a g e

Technology

Manipulate computer

Using internet

Languages other than Kinyarwanda

Using English as the medium of communication in the working environment

6 | P a g e

Number of competencies 19 Core competencies 8 Complementary competencies 11 The total number of Credits 119

26 Information about competencies

No Code Complementary competencies Credit

1 CCMOL001 Describe the occupation and learning process 3

2 CCMMS501 Monitor occupational SHE at workplace 3

3 CCMUE501 Maintain professional conversation in upper-intermediate English 3

4 CCMKN501 Gukoresha ikinyarwanda cyrsquointyoza 3

5 CCMSE501 Work in a socially diverse environment 3

6 CCMIW501 Use ICT at workplace 3

7 CCMBO501 Organize a business 3

8 CCMFT501 Pratiquer les techniques drsquoexpression orale et eacutecrite 3

9 CCMMK501 Kujadili Mawasiliano mbali mbali ya Kiofisi katika Kiswahili 3

10 CCMPE501 Apply professional ethics 3

11 CCMIA501 Integrate workplace 30

Total 60

No Code Core competencies Credit

GEN

ERA

L

1 GENAM501 Apply general mathematics 7

2 GENGP501 Apply general Chemistry 6

3 HKPCS501 Perform Customer care services 6

4 HKMS501 Manage Store 4

5 HKBH501 Maintain Basic of Housekeeping Machine 10

SPEC

IFIC

6 HKMP501 Perform mise en place 5

7 HKBM501 Perform Bed making 12

8 HKRC501 Perform room cleaning 9

Total 59

7 | P a g e

3 TRAINING PACKAGE

The training package includes the competencies chart the flowchart the

modules the course structure and the assessment guidelines

31 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

32 Competencies 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

8 | P a g e

ROOM ATTENDANT

PROCESS

GENERAL AND COMPLEMENTARY COMPETENCIES

SPECIFIC COMPETENCIES

Du

rati

on

(2

60

Hrs

)

Att

end

sh

ift

bri

efin

g

Sch

edu

le d

aily

wo

rk

Pre

par

e th

e w

ork

pla

ce

Pre

par

e m

ater

ials

to

ols

an

d e

qu

ipm

ent

Per

form

th

e w

ork

Cle

an a

nd

sto

re t

oo

ls m

ater

ials

an

d e

qu

ipm

ent

use

d

Rep

ort

th

e w

ork

do

ne

Des

crib

e th

e o

ccu

pat

ion

an

d le

arn

ing

pro

cess

Mo

nit

or

occ

up

atio

nal

SH

E at

wo

rkp

lace

Mai

nta

in p

rofe

ssio

nal

co

nve

rsat

ion

in u

pp

er-i

nte

rmed

iate

En

glis

h

Gu

kore

sha

ikin

yarw

and

a cy

rsquointy

oza

Pra

tiq

uer

les

tech

niq

ues

drsquoe

xpre

ssio

n o

rale

et

eacutecri

te

Ku

jad

ili M

awas

ilian

o m

bal

i mb

ali y

a K

iofi

si k

atik

a K

isw

ahili

Wo

rk in

a s

oci

ally

div

erse

en

viro

nm

ent

Use

ICT

at w

ork

pla

ce

Org

aniz

e a

bu

sin

ess

Ap

ply

pro

fess

ion

al e

thic

s

Inte

grat

e w

ork

pla

ce

Ap

ply

cu

sto

mer

car

e p

rin

cip

les

Bas

ic M

ain

ten

ance

of

Ho

use

kee

pin

g M

ach

ine

Man

age

sto

re

Ap

ply

Gen

eral

Mat

hem

atic

s

Ap

ply

Gen

eral

Ch

emis

try

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

Duration (930 Hrs)

30

30

30

30

30

30

30

30

30

30

30

0

60

10

0

40

70

60

1

Perform mise en place

50


90


120

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

9 | P a g e

34 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

Figure 2 Flowchart

General Chemistry 5 General Mathematics 5

Customer care principles 6 Basic Maintenance of Housekeeping Machine 10

Store management 4

Mise en place 5Room cleaning 9

Bed making 12

Industrial attachment program (IAP) 30

Occupation and learning process 3

Upper intermediate workplace english 3

Ikinyarwanda cyrsquointyoza 3

Working in a socially diverse environment 3 ICT at workplace 3

Techniques drsquoexpression orale

et ecrite en francais3

Mawasiliano mbali mbali ya

kiofisi katika kiswahili3

Monitoring of occupational SHE at work place 3

Professional Ethics 3

Business organisation 3

10 | P a g e

4 ASSESSMENT GUIDELINES

41 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

42 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 learnerrsquos work as well as the learnerrsquos

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 heshe attended the whole training before heshe undergoes the summative

assessment for specific modules

There are two types of assessment (Formative Assessment and SummativeIntegrated

Assessment) Each assessment has its own rule for passing to be declared competent

Formative Assessment

This is applied on all types of modules (eg Complementary General and Specific modules)

A trainee to be competent for a formative module must have at least 70 on checked

items or ldquoyesrdquo in indicators (eg 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

Section

4

11 | P a g e

summativeintegrated assessment

SummativeIntegrated Assessment

All SummativeIntegrated assessment should match with the content of the module in the

curriculum

SummativeIntegrated 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 TrainerTeacher 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 SummativeIntegrated assessment assessor panel members should be three (3)

This SummativeIntegrated 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 SummativeIntegrated Checklist

The trainee can be declared competent based on the assessment CRITERIA and its respective

assessment indicators

Assessment Criteria Passing Line in the


Quality of Process 90

Quality of Product 100

Relevance 90

Rest of Criteria any other criteria

(example Safety)

100

12 | P a g e

Note The Assessor should check if the 100 indicator (Quality of Process and Relevance) in

which the Trainee was not able to meet during SummativeIntegrated 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 (eg people with disability) should be

assisted accordingly

2 Deputy School Manager in-charge of Studies Class Teacher and Trainer should consider

the status (competentnot 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 followingsubsequent module is considered in issuing TVET certificate

otherwise other modules can be given anytime

4 All evidences during assessment (eg 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 300 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

13 | P a g e

C C M O L 0 0 1 - OCCUPATION AND LEARNING PROCESS

CCMOL001 Describe the occupation and learning process

RTQF Level All Learning hours

Credits 3 30

Sector All

Sub-sector All

Issue date September 2014

Purpose statement

This module is covered first in all qualifications It allows the learner to know the other

participants to the training programme and to understand himselfherself as part of a team

Also the trainee will develop a comprehensive and clear vision of the occupation and the

training programme The module will allow the participant to avoid mistakes of career guidance

and confirm or deny hisher choice from the start The training and learning methods are

presented to the learner This approach encourages greater motivation and subsequently a

better integration of various learning

14 | P a g e

Learning assumed to be in place

Not applicable

Elements of competence and performance criteria

Learning units describe the essential outcomes of a competence

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 competence Performance criteria

1 Participate as part of a team and respect the rules of the training environment

11 Proper introduction of himselfherself 12 Appropriate integration in the team 13 Appropriate participation in setting rules and adhere to

them

2 Explain the occupation and learning process

21 Proper description of the mainmajor elements of occupation

22 Adequate explanation about the onersquos qualification

3 Respect the facilitation and apply learning methods

31 Proper engagement in active and participatory learning methods 32 Adequate description of the assessment procedures

4 Develop personal plans based on self-assessment practices

41 Proper identification of values skills and interests 42 Proper assessment of values skills and interests 43 Correct Setting of goals 44 Proper development of plans in order to reach the set goals 45 Proper assessment of onersquos learning style 46 Adequate identification of learning strategies

15 | P a g e

Learning Outcome11 Introduce oneself and get to know one another

Introductions

Expectations about the training

o Introduction o Game o Presentation of traineesrsquo

expectations

- Trainer manual

Formative Assessment 11

The assessor may collect any of the following evidences and make judgements if the performance

criterion has been achieved

Types of evidence Portfolio assessment tools

LU 1 Participate as part of a team and respect the rules of the training environment

1

Learning Outcomes

1 Introduce oneself and get to know one another 2 Integrate in team 3 Participate in setting rules and adhere to them

6 Hours

Performance criterion

Proper introduction of oneself

Resources Learning activities

Content

16 | P a g e

Checklist Score

Yes No

Observation

Learning Outcome 12 Integrate in team

Working as a team

Building trust

o Games o Group discussions

- Trainer manual






Appropriate integration in team

Resources Learning activities Content

17 | P a g e

Checklist Score

Yes No

Observation

Learning Outcome 13 Participate in setting rules and adhere to them

Rules of the classroom

Group responsibilities

o Brainstorming o Discussions o Assign class tasks

- Trainer manual






Appropriate participation in setting rules and adhere to them


18 | P a g e

Checklist Score

Yes No

Observation

19 | P a g e

LU 2Explain the occupation and learning process

2

Learning Outcomes

1 Describe the mainmajor elements of occupation 2 Explain about the onersquos qualification

12 Hours

Learning Outcome 21 Describe the mainmajor elements of occupation

Characteristics of the occupation

Place of the occupation in the sector

The impactimportance of the occupation in economic development

Working conditions

o Group discussion o Personal research o Visit of a business in the

neighborhood

- Pictures of people in working situation

- Documents describing the occupation

- Documents describing the sector






Proper description of the mainmajor elements of occupation


Content

20 | P a g e

Checklist Score

Yes No

Observation

Learning Outcome 22 Explain about the onersquos qualification

Rationale of the qualification

Content of the training programme (modules)

Duration Flowchart

Pathways (exit level amp further learning)

Presentation of the timetable

Presentation of the classrooms and workshops

o Presentation by the teacher o Research o Visits of the premises of the

school

- Overview of the training programme

- Testimonies of people performing the occupation

- School year calendar - Timetable





Adequate explanation about the onersquos qualification


21 | P a g e


Checklist Score

Yes No

Observation

22 | P a g e

LU 3 Respect the facilitation and apply learning methods

3

Learning Outcomes

1 Engage in active and participatory learning methods 2 Describe the assessment procedures

2 Hours

Learning Outcome 31 Engage in active and participatory learning methods

Overview of the active and participatory teaching and learning methods

Experiential learning cycle

o Experience sharing o Presentation by the trainer

- Trainer manual





Proper engagement in active and participatory learning methods


23 | P a g e


Checklist Score

Yes No

Observation

Learning Outcome 32 Describe the assessment procedures

Assessment procedures Timing Assessorsverifiers Assessment tools (portfolio

amp integrated situation)

o Presentation by the trainer - Assessment manual





Adequate description of the assessment procedures


24 | P a g e


Checklist Score

Yes No

Observation

25 | P a g e

LU 4 Develop personal plans based on self-assessment practices

4

Learning Outcomes

1 Identify values skills and interests 2 Assess values skills and interests 3 Set goals 4 Develop plans 5 Assess onersquos learning style

10 Hours

Learning Outcome 41 Identify values skills and interests

Values skills and interests

Relating values skills and interests to the workplace

o -





Proper identification of values skills and interests


26 | P a g e


Checklist Score

Yes No

Observation

Learning Outcome 42 Assess values skills and interests

Skills amp qualities assessment

Acceptance of diversity self-esteem amp confidence

o Individual work o Exercise on we are all unique

- individual assessment checklist





Proper assessment of values skills and interests


27 | P a g e


Checklist Score

Yes No

Observation

Learning Outcome 43 Set goals

SMART goals

Identification of goals Short term Long term

Process for stting and achieving goals

Identifying steps Time frame Resources

o Group work o Tree drawing amp interpretation o Discussion about displayed

pictures on setting amp achieving goals

o Exercises on developing SMART goals

o Practical exercises on developing personal plans

- Trainer manual





Correct Setting of goals


28 | P a g e


Checklist Score

Yes No

Observation

Learning Outcome 44 Develop plans

SMART goals


Process for setting and achieving goals






- Trainer manual



Proper development of plans in order to reach the set goals


29 | P a g e




Checklist Score

Yes No

Observation

Learning Outcome 45 Assess onersquos learning style

Types of learning styles

Determining onersquos preferred way of learning

Strategies for using onersquos learning style in workplaceschool

o Paper folding activities o Completing self-assessment

learning style o Scenario based activities

- Trainer manual



30 | P a g e




Checklist Score

Yes No

Observation

Learning Outcome 46 Identify learning strategies


o -



Proper assessment of onersquos learning style

31 | P a g e




Checklist Score

Yes No

Observation

Reference books

1 Work Readiness Training Programme ndash Trainerrsquos Manual Akazi Kanoze ndash Youth Livelihoods Project

2 Work Readiness Training Programme ndash Participantrsquos Manual Akazi Kanoze ndash Youth Livelihoods Project


Adequate identification of learning strategies

32 | P a g e

C C M M S 5 0 1 - MONITORING OF OCCUPATIONAL SHE AT WORKPLACE

CCMMS501 Monitor Occupational SHE best practices

REQF Level 5 Learning hours

Credits 3 30

Sector All

Sub-sector All

Issue date November 2017

Purpose statement

This module describes the skills knowledge and attitudes required to perform OSHE monitoring

systems taken as instruments used for measurement and analysis in the area of occupational

safety and health They are commonly used to inform and guide government policy Typically

these systems are used to give an indication of the number of work accidents or occupational

diseases or they might record information about places of work or about the activities of the

organizations involved in ensuring good working conditions Moreover the module describes

the skills knowledge and attitudes required to monitor occupational safety health and security

policies and procedures Finally the learner learns how to advice and train all employees on

health and safety matters

33 | P a g e


Not applicable







1 Conduct OSHE ( occupational safety

and health) monitoring

11 Proper checking of application of OSHE policies

procedures and regulations

12 Proper monitoring of the use of PPEs

13 Proper monitoring the compliance of OSHE best

practice

2 Collect and analyze occupational

health safety incidents report

21 Proper collection of data regarding OSHE incidents

22 proper analysis of OSHE data collected

23 Adequate elaboration of a compiled incident reports

24 Proper recommendation of safest way to do the job

3 Train all staff on occupational


31 Appropriate provision of information and instructions

32 Appropriate training to all employees and supervisors

on OSHE standardsregulations

33 Proper evaluation of trained OSHE programs

34 | P a g e

LU 1 Conduct OSH (occupational safety and health) monitoring

1

Learning Outcomes

1 Check if SHE policies procedures and regulations are applied 2 Monitor use of PPEs 3 Monitor compliance of OSHE best practice

10 Hours

Learning Outcome11 Check if SHE policies procedures and regulations are applied

SHE policies in accordance with the

discipline

SHE regulations Safety roles of employees Responsibility of

administration Incident reporting Ventilation and air quality First aid facilities Hazard control in

workplace Equipment and machinery Emergency response plans

SHE standards Responsibility in working

place Hazard identification and

risk Control Making the working area

safe

o Brainstorming o Documentary research o Group discussion

Flipcharts Markers Flipcharts stand Internet


Content

35 | P a g e





Written

Oral

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task Checking if OSHE policies procedures and regulations are

applied

Checklist Score

Yes No

OSHE policies are checked

OSHE regulations are checked

OSHE standards are checked

Observation

Personnel protective equipment

Health of employees Facilities Reporting of incidents and

accidents Emergency preparedness

procedures


Proper checking of application of OSHE policies procedures and regulations

36 | P a g e

Learning Outcome 12 Monitor use of PPEs

Types of PPEs to be used according to the trade

Physical verification of PPEs

Cleaning and storage of materials tools and equipment

o Group discussion o Practical exercise

Checklist

PPEs

Brushes

Store

Shelter

Shelves

Pen





Written

Oral

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task Monitoring the use of PPEs


Proper monitoring of the use of PPEs


37 | P a g e

Checklist Score

Yes No

List of PPEs to be used according to the trade is checked

Physical verification of PPEs is done

Cleaning and storage of materials tools and equipments are checked

Observation

Learning Outcome 13 Monitor compliance of OSHE best practice

OSHE best practice

regulations

standards

Standards checklist to be evaluated according to the specific trade

o Brainstorming o Group discussion o Group work





Proper monitoring the compliance of OSHE best practice


38 | P a g e


Written

Oral

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task Monitoring the compliance of OSHE best practice

Checklist Score

Yes No

OSHE best practices are checked

List of standards to be evaluated according to the specific trade is checked

Observation

39 | P a g e

LU 2Collect and analyze Occupational health safety incidents report

2

Learning Outcomes

1 Collect data regarding OSHE incidents 2 Analyze OSHE data collected 3 Elaborate compiled incident reports 4 Recommend safest way to do the job

10 Hours

Learning Outcome 21 Collect data regarding OSHE incidents

Steps of data collection o Consulting of incident

report documents o Talk to people involved

or witnesses to the event

o Site visit

Categories of incidents Major accident

fatal permanent injury

Minor accident (injuries)

Near miss

o Small group discussions o Pair discussion o Brainstorming

- Reference books - Internet - Hand-outs - Didactic materials



Content

40 | P a g e




Written

Oral

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task Collecting data regarding OSHE incidents in working area

Checklist Score

Yes No

Steps of data collection are followed

Categories of incidents are identified

Observation

Learning Outcome 22 Analyze OSHE data collected

Root and causes of incident Poor management

laziness stupidity forgetfulness negligence ignorance





Proper collection of data regarding OSHE incidents

41 | P a g e

Influencing factors associated with the work

environment individual physical abilities

organization and its management

system Overload Poor procedures Inadequate training Low motivation

Impact of incidents

Social impact

loss of manpower

medical expenses Economic impact

poor production

closer of the company

compensation

repairs Physical effects

permanent injuries

loss of ability to handle materials

persistent pain

headaches Psychological effects

anxiety

depression


42 | P a g e




Written

Oral

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task Analyzing the OSHE data collected

Checklist Score

Yes No

Identification of root and causes of incident

Identification of impact of incidents

Observation

Learning Outcome 23 Elaborate compiled incident reports

Type of incident reports Monthly report Quarterly report Annual report






Proper analysis of OSHE data collected

43 | P a g e

fatal

permanent injury Minor accident (injuries) Near miss

Template of incidents





Written

Oral

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task Elaborating a compiled incident reports


Adequate elaboration of a compiled incident reports

44 | P a g e

Checklist Score

Yes No

Types of incident reports are identified


Template of incidents is well filled

Observation

Learning Outcome 2 4 Recommend safest way to do the job

Use of PPEs

Emergency preparedness procedures

hazard identification and risk control

making the working area safe

reporting of incidents and accidents

Training of employees







Proper recommendation of safest way to do the job


45 | P a g e


Written

Oral

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task Recommending the safest way to do the job

Checklist Score

Yes No

Use of adequate PPEs is recommended

Emergency Preparedness Procedures is recommended

Hazard Identification And Risk Control is recommended

Making The Working Area Safe is recommended

Reporting Of Incidents And Accidents is recommended

Training of employees is recommended

Observation

46 | P a g e

LU 3 Train all staff on occupational health and safety matters

3

Learning Outcomes

1 Provide information and instructions 2 Train all employees and supervisors on OSHE

standardsregulations 3 Evaluate trained OSHE programs

10 Hours

Learning Outcome 31 Provide information and instructions

Brief description of An occupational health and safety

(OHampS) program A policy statement The program elements

Individual responsibility Joint occupational health and

safety committee Health and safety rules Correct work procedures Employee orientation Training Workplace inspections Reporting and investigating

accidentsincidents Emergency procedures Medical and first aid Health and safety promotion Workplace specific items

Responsibilities of the staff

o Brainstorming o Group work o Discussion

- Reference books

- Internet

- Hand-outs

- Stories and

pictures


47 | P a g e

Responsibilities of workers Using personal protection

and safety equipment as required by the employer

Following safe work procedures

Knowing and complying with all regulations

Reporting any injury or illness immediately

Reporting unsafe acts and unsafe conditions

Participating in joint health and safety committees or as the representative

Responsibilities of supervisor Instructing workers to

follow safe work practices Enforcing health and safety

regulations Correcting unsafe acts and

unsafe conditions Ensuring that only

authorized adequately trained workers operate equipment

Reporting and investigating all accidentsincidents

Inspecting own area and taking remedial action to minimize or eliminate hazards

Ensuring equipment is properly maintained

Promoting safety awareness in workers

Responsibilities of management Providing a safe and healthful

workplace Establishing and maintaining a

health and safety program Ensuring workers are trained

or certified as required Reporting accidentsincidents

and cases of occupational disease to the appropriate authority

Providing medical and first aid

48 | P a g e

facilities Ensuring personal protective

equipment is available Providing workers with health

and safety information Supporting supervisors in their

health and safety activities Evaluating health and safety

performance of supervisors





Written

Oral

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task Providing information and instructions on occupational health

and safety matters

Checklist Score

Yes No

A brief description of an occupational health and safety (OHampS) program is provided

A brief description of A policy statement is provided

A brief description of the program elements is provided

Responsibilities of the staff are described (workers supervisor Management staff)

Observation


Appropriate provision of information and instructions

49 | P a g e

Learning Outcome 32 Train all employees and supervisors on OSHE standardsregulations





Written

Oral

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task Providing information on OSHE standardsregulations

Training on SHE regulations Safety roles of employees Responsibility of administration Incident reporting Ventilation and air quality First aid facilities Hazard control in workplace Equipment and machinery Emergency response plans

Training on SHE standards Responsibility in working place Hazard identification and risk

control Making the working area safe Personnel protective

equipment Health of employees Facilities Reporting of incidents and


Procedures


- Reference

books

- Internet

- Hand-outs

- Stories and

pictures


Appropriate training to all employees and supervisors on OSHE

standardsregulations


50 | P a g e

Checklist Score

Yes No

A brief description of SHE regulations is provided

A brief description of SHE standards is provided

Observation

Learning Outcome 33 Evaluate trained OSHE programs

Evaluation forms

Learning assessment Questions and responses topic of discussion

Training impact assessment


- Reference books - Internet - Hand-outs - Stories and

pictures





Proper evaluation of trained OSHE programs


51 | P a g e


Written

Oral

Performance

Multiple choice True or false question Matching Sentence completion Ticking Expose (presentation) Task Evaluating trained OSHE program

Checklist Score

Yes No

Evaluation forms are well developed

Learning assessment (Questions and responses topic of discussionhellip) is well developed

Training impact assessment is well developed

Observation

Reference 1 Occupational Risk Control Predicting and Preventing the Unwanted by VinerDerek ISBN

9781472419712 Publication Date 2015

2 OSHA General Industry regulations Book 29 CFR 1910 Paperback- July12014 y MANCOMM Inc

(Author Editor)

3 OHampS a management guide by Richard Archer Kerry Borthwick Susanne Tepe Publication

Date 2009

4 GBasic OHampS Program Elements OSH Answershtm

5 httpswwwrospacomoccupational-safetyadvicetraining-matters

6 httpswww3tonlinefiincident-reporting

7 httpwwwsafetyuwaeduautopicsplantinspection

8 httpwwwhsegovukstatisticscausdisindexhtm

9 httpswwwccohscaoshanswershsprogramsjob-hazhtml

52 | P a g e

C C M U E 5 0 1 - UPPER INTERMEDIATE WORKPLACE ENGLISH

CCMUE501 Maintain professional conversation in upper-intermediate English


Credits 3 30

Sector All

Sub-sector All


Purpose statement

This core module describes the skills knowledge and attitudes to be acquired for the traineersquos The trainee

will be able to Prepare and deliver speeches at different social and professional occasions Adaptation of

speech messages to a particular audience Ask questions to clarify extend and follow up ideas Produce

medium compositions on different trade-related subjects Identify and differentiate different business

documents Effective writing of different business documents Identify and use of writing styles read

different trade-related texts Apply reading techniques to selected trade-related texts Explain key

termswords in their context Answer reading comprehension questions precisely Analyze different trade-

related textsSummarize trade-related texts (in own words) identify differences between common English

accents Listen and respond to users of common English their accents Reporting information listened to from

different common accents Steps of speech preparation and delivery Important tips on speech delivery

Requirements to properly articulate information Analyse trade-related texts Summarise texts

53 | P a g e


Oral Basic English Communication Oral Basic English Communication Intermediate Workplace English Use intermediate English at the workplace







Communicate orally in social and

professional situations with ease

11 Acceptable preparation and delivery of speeches on different social and professional occasions

12 Audible and clear articulation of messages addressed to an audience using pronunciation segmental and Suprasegmental phonology

13 Asking relevant questions to clarify extend and follow up ideas according to question forms

Read correctly a range of materials

21 Adequate reading of different trade-related texts 22 Clear analysis of trade-related texts (identification and

description of characters events and settings as well as to express preferences by giving reasons)

23 Effective summary of key ideas in trade-related texts 24 Effective use of knowledge of eventsrsquo sequence to describe

a situation when rephrasing information from the texts

Listen to audio messages with

different English accents to get the

intended message

31 Appropriate listening and responding to others 32 Clear identification of differences between common English

accents 33 Accurate reporting of information listened to in different

accents

Produce a variety of medium texts on

professional and general topics

41 Clear and detailed writing about a wide range of trade-related subjects

42 Effective differentiation of business documents (inventory memosletters handovers receipts minutes)

43 Appropriate writing of business documents 44 Appropriate use of writing style applicable to each type of

business document

54 | P a g e

LU 1 Communicate orally in social and professional situations with ease

1

Learning Outcomes

1 Prepare speeches for different social and professional occasions 2 Deliver speeches to an audience 3 Ask questions to clarify extend and follow up ideas according to

question forms

10 Hours

Learning Outcome 11 Prepare speeches for different social and professional occasions

Steps for speech preparation and delivery Step 1 Research and

Preparation Step 2 Writing Your

Speech Step 3 Practicing Step 4 Putting

Together Visual Aids Step 5 Handling the

QampA

Important tips for speech delivery

Dos and Donrsquots on speech delivery

Requirements to articulate message Pronunciation Speed Tone

Identification of categories of audience

o Brainstorming o Documentary research o Practical exercise o Presentation o Role plays

Flip charts

Whitechalk Board

Markers

Microphones

Reference books

Scenarios

Stationeries

Scenarios

Projector

Lesson plan

Trainee manual

Reference books


Content

55 | P a g e

Familiar audience Non-familiar audience Adaptation of the

message to the audience


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

performance criterion has been achieved


Written evidence

Performance evidence

Writing practice

Task

Write a 5 minutesrsquo speech on a topic of choice to be presented to

the class

Checklist Score

Yes No

Understanding steps for speech preparation

Language use

Observation


Acceptable preparation and delivery of speeches on different social and professional occasions

56 | P a g e

Learning Outcome 12Deliver speeches to an audience


Preparation Step 2 Writing Your Speech Step 3 Practicing Step 4 Putting Together

Visual Aids Step 5 Handling the QampA




Identification of categories of audience Familiar audience Non-familiar audience Adaptation of the message

to the audience


Flip charts

Whitechalk Board

Markers

Microphones

Reference books

Scenarios

Stationeries

Scenarios

Projector

Lesson plan

Trainee manual

Reference books





Audible and clear articulation of messages addressed to an audience using pronunciation segmental and Suprasegmental phonology


57 | P a g e


Oral evidence


Presentation

Task

Deliver a 5 minutesrsquo speech on a topic of choice to the class

Checklist Score

Yes No


Language use

Tips for speech delivery

Observation

Learning Outcome 13 Ask questions to clarify extend and follow up ideas according to question

forms

Question forms YesNo questions Wh-questions Choice questions Hypothetical questions Embedded questions Leading questions

o Practical exercise o Presentation o Role plays o Group work

Scenarios

Whiteblackboard

Reference books

Markers

Flip charts

Paper

Stationeries


58 | P a g e





Oral evidence


Discussions

Presentations

Task

Answer at least 3 questions from the audience on your 5-minute speech

Checklist Score

Yes No

Question formulation

Understanding the audience

Message articulation

Observation


Asking relevant questions to clarify extend and follow up ideas according to

question forms

59 | P a g e

LU 2Read correctly a range of materials

2

Learning Outcomes

1 Read different trade-related texts adequately 2 Analyse trade-related texts 3 Summarize key ideas in trade-related texts

5 Hours

Learning Outcome 21 Read different trade-related texts adequately

Types of texts Expository Narrative Descriptive Directive Argumentative

Application of reading techniques on selected texts

Reading for details Reading for specific

information

Explanation of key termswords in the text

Provision of answers to reading comprehension questions

o Brainstorming o Documentary research o Practical exercise o Group work o Presentation

- Flip charts - Whitechalk Board - Markers - Reference books - Stationeries - Projector

- Lesson plan - Trainee manual



Content

60 | P a g e




Written evidence

Oral evidence


Reading practice Presentations Matching

Multiple choice Task

Using an appropriate reading strategy read the text provided to you

and answer its comprehension questions

Checklist Score

Yes No

Types of texts

Application of reading texts

Answering comprehension questions

Observation


Adequate reading of different trade-related texts

61 | P a g e

Learning Outcome 22 Analyse trade-related texts

Identification and description Text Structure Purpose of the text Style

Technicality Illustration Prose or verse

Writerrsquos stance

o Practical exercise o Presentation o Roleplay o Group discussion

Scenarios

Whiteblackboard

Reference books

Markers

Flip charts

Paper

Stationeries

Lesson plan

Trainee manual





Written evidence


Reading practice Presentations Multiple choice

Task Read the text provided by the teacher and explain its purpose


Clear analysis of trade-related texts (identification and description of characters events and settings as well as to express preferences by giving reasons)


62 | P a g e

Checklist Score

Yes No

Types of texts



Identification of text purpose

Observation

Learning Outcome 23 Summarize key ideas in trade-related texts

Steps to summarize Keep the most

important ideas Get rid of the less

important details Write in own

words

o Practical exercise o Presentation o Group work

- Whiteblackboard - Reference books - Markers - Flip charts - Paper - Stationeries - Trainee manual - Lesson plan





Effective summary of key ideas in trade-related texts


63 | P a g e


Written evidence

Oral evidence


Reading practice Writing practice Presentations

Task

Summarize the text given by the teacher

Checklist Score

Yes No

Understanding of summary writing steps

Observation

64 | P a g e

LU 3 Listen to audio messages with different English accents to get the intended message

3

Learning Outcomes

1 Listen and respond to others correctly 2 Identify differences between common English accents clearly 3 Report information listened to in different accents accurately

10 Hours

Learning Outcome 31 Listen and respond to others correctly

Application of active listening strategies to different accents Listening forGeneral information Listening for Specific information

Responding to different accents Responding through Interactions

Asking for clarification Expressing satisfaction

o Modelling o Practical exercise o Presentation o Role plays

Flip charts

Whitechalk Board

Audiovisual materials

Scenarios

Stationeries

Projector

Computer

Lesson plan

Trainee manual

Recordings



65 | P a g e




Oral evidence


Listening practice Discussions True or false questions

Task Following your teacherrsquos instructions listen and respond to what you hear

Checklist Score

Yes No

Application of active listening strategies

Responding to audio messages

Observation


Appropriate listening and responding to others

66 | P a g e

Learning Outcome 32 Identify differences between common English accents clearly

Introduction to English accents Defining an English accent Common English accents

Differences between American and British English Vowel Pronunciation Consonant pronunciation Rhotic accent Change of stress Changes in articulation

o Practical exercise o Drilling o Modeling o Presentation o Roleplay

- Scenarios - Whiteblackboard - Reference books - Markers - Flip charts - Stationeries - Audiovisual material - Recordings - Trainee manual - Lesson plan





Oral evidence


Listening practice Discussions True or false questions Note taking

Task

Listen to two different recordings played by the teacher and identify

the differences between the accents of both speakers


Clear identification of differences between common English accents


67 | P a g e

Checklist Score

Yes No

Understanding of Differences between American and British accents

Observation

Learning Outcome 33Report information listened to in different accents accurately

Types of listening Informative listening Discriminative listening Relationship listening Appreciative listening

Reporting information General information Specific information

o Practical exercise o Presentation o Drilling o Modelling

- Scenarios - Whiteblackboa

rd - Reference

books - Markers - Flip charts - Audiovisual

materials - Recordings - Stationeries





Written evidence Listening practice


Accurate reporting of information listened to in different accents


68 | P a g e

Oral evidence


Discussions

Presentations

Task

Listen and report to the information you hear from each recording

played to you by the teacher

Checklist Score

Yes No

Listening strategies


Types of listening

Reporting information accurately

Observation

69 | P a g e

LU 4 Produce a variety of medium texts on professional and general topics

4

Learning Outcomes

1 Write about a wide range of trade-related subjects clearly 2 Differentiate business documents effectively 3 Write business documents perfectly 4 Use writing style applicable to each type of business document

5 Hours

Learning Outcome 41 Write about a wide range of trade-related subjects clearly

Varieties of writing Chronological writing Analytical writing Descriptive writing Compare and

contrast writing Evaluative writing Summary writing

The Writing processes Exploring and

planning Drafting Making global

revisions and revising sentences

Building effective paragraphs

o Brainstorming o Documentary research o Practical exercise o Group work

- Flip charts - Whitechalk Board - Markers - Reference books - Stationeries - Projector - Lesson plan - Trainee manual



70 | P a g e




Written evidence

Performance

Writing practice Presentations

Task Write a short text analysing an important issue affecting your career

Checklist Score

Yes No

Understanding of varieties of writing

Writing processes

Observation


Clear and detailed writing about a wide range of trade-related subjects

71 | P a g e

Learning Outcome 42 Differentiate business documents effectively

Identification and differentiation of business documents Business plans and Goals

Business proposals Concept notes

Accounting Documents Financial reports Financial statements Goods received note Purchase order Goods delivery note Requisition

Customer service documents Business reports

Annual reports Term reports Quarterly report ActivityOperation

reports Operational documents

Contracts Business letters Memorandum of

Understanding

o Practical exercise o Brainstorming o Presentation o Documentary research o Group work o Roleplay

- Scenarios - Whiteblackboard - Reference books - Markers - Flip charts - Stationeries - Lesson plan - Trainee manual





Effective differentiation of business documents (inventory memosletters handovers receipts minutes)


72 | P a g e


Written evidence

Oral

Performance

Writing practice Discussions Presentations Multiple choice Matching

Task

Name at least 4 different types of business documents and specify their

differences

Checklist Score

Yes No

Identification of business documents

Awareness of characteristics of business documents

Observation

Learning Outcome 43 Write business documents perfectly

Steps to write business documents Identifying the

audience Identifying the

documentrsquos purpose Organizing your

writing Proofreading the

business document Editing the business

document

o Practical exercise o Documentary research o Presentation o Group work



73 | P a g e





Written evidence


Writing practice Presentation

Task

Write a business of a project you would implements upon graduation

Checklist Score

Yes No

Awareness of steps to write a business documents

Structure of business documents

Observation

Learning Outcome 44 Use writing style applicable to each type of business document

Tips to business writing style

Formatting a business document

o Practical writing exercises o Group work o Documentary research o Presentation

- Whiteblackboard - Reference books - Markers - Flip charts - Stationeries - Trainee manual



Appropriate writing of business documents

74 | P a g e

- Lesson plan





Written evidence


Writing practice Presentation Matching

Task

Using the appropriate writing style for each business document write a memo and business letter on a topic of your choice

Checklist Score

Yes No

Application business document writing styles

Layout of business documents by type

Language use

Observation

Reference books


Appropriate use of writing style applicable to each type of business document

75 | P a g e

C C M K N 5 0 1 - IKINYARWANDA CYrsquoINTYOZA

CCMKN501 GUKORESHA IKINYARWANDA KrsquoINTYOZA

Ikiciro 3 Amasaha ateganijwe

Credits 3 30

Ishami Yose

Agashami Twose

Igihe yateguriweUkuboza 2016

Intego nyamukuru

Iyi mbumbanyigisho irasobanura ubumenyi nrsquoubushobozi bukenewe kugira ngo uwiga ashobore

Gukoresha ikinyarwanda krsquointyoza mu kumva kuvuga gusoma no kwandika mu bikorwa bijyanye nrsquoumwuga we

Gukoresha ubuvanganzo nyandiko mu gushyikirana nrsquoabandi abagezaho ibitekerezo bye kandi agaragaza uko yakira ibyabo

Kugaragaza imyumvire nrsquoimyifatire ikwiye agenda avoma mu myandiko inkurushusho nrsquoikinamico binyuranye

Kugereranya ingeri zinyuranye zrsquoubuvanganzo nyarwanda

Guhanga no kumurika mu rurimi rwrsquoikinyarwanda afatiye ku ngeri zinyuranye zrsquoimyandiko

Gukoresha neza ibinyazina bitandukanye

Kwandika neza amazina bwite anyuranye

76 | P a g e

Ubushobozi fatizo

Ubushobozi mu Kinyarwanda krsquoibanze

Ingingo nrsquoibipimo byrsquoubushobozi

Ingingo zrsquoubushobozi zisobanura umusaruro wrsquoibanze ugomba kugerwaho

Ibipimo byrsquoubushobozi bisobanura ubushobozi busabwa mu kugaragaza ko intego zikubiye mu mbumbe

zagezweho

Ingingo zrsquoUbushobozi Ibipimo byrsquoUbushobozi

1 Gukoresha ubuvanganzo nyandiko ashyikirana nrsquoabandi

11 Gukoresha ikinyarwanda kiboneye uwiga agaragaza ko yumva inkurushusho abinyujije mu ngiro zitandukanye

12 Gusubiza mu mvugo iboneye ibibazo ku nkurushusho 13 Gusoma neza inkurushusho yubahiriza uturango

nrsquoisesekaza 14 Guhindura inkurushusho mo agakino akurikiranya neza

ingingo 15 Guhimba no kwandika inkurushusho

2 Gukoresha ikinyarwanda kiboneye uwiga agaragaza uburyo bunyuranye bwo gukemura amakimbirane no gukoresha ibinyazina binyuranye

21 Gukoresha ikinyarwanda kiboneye uwiga agaragaza ko yumva umwandiko ku nsanganyamatsiko yo gukemura amakimbirane abinyujije mu ngiro zitandukanye

22 Gusubiza neza ibibazo mu mvugo iboneye ku mwandiko 23 Gusoma neza umwandiko yubahiriza utwatuzo nrsquoisesekaza 24 Guhina no guhimba umwandiko akurikiranya neza ingingo 25 Kumurika ingero zifatika zigaragaza uburyo bwo gukemura

amakimbirane 26 Gukoresha ibinyazina binyuranye ku buryo bukwiye

3 Gukangurira abandi akamaro krsquoisuku nrsquoisukura no gukoresha ibinyazina binyuranye

31 Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva umwandiko ku kamaro krsquoisuku nrsquoisukura abinyujije mu ngiro zitandukanye

32 Gusubiza neza ibibazo mu mvugo iboneye ku mwandiko 33 Gusoma neza umwandiko yubahiriza utwatuzo nrsquoisesekaza 34 Guhina no guhimba umwandiko akurikiranya neza ingingo 35 Kumurika ingero zifatika zihamya akamaro krsquoisuku

nrsquoisukura 36 Gukoresha ibinyazina binyuranye ku buryo bukwiye

4 Gukoresha Ikinyarwanda kiboneye agaragaza uburyo bunyuranye bwo gutunganya ubutaka no gukoresha ibinyazina binyuranye

41 Gukoresha Ikinyarwanda kiboneye agaragaza ko yumva umwandiko ku mitunganyirize yrsquoubutaka abinyujije mu ngiro zitandukanye

42 Gusubiza neza ibibazo mu mvugo iboneye ku mwandiko 43 Gusoma neza umwandiko yubahiriza utwatuzo nrsquoisesekaza 44 Guhina no guhimba umwandiko akurikiranya neza ingingo 45 Kumurika ingero zifatika zihamya imitunganyirize iboneye

77 | P a g e

yrsquoubutaka 46 Gukoresha ibinyazina binyuranye ku buryo bukwiye

5 Gukoresha neza uburyo bunyuranye bwrsquo ubwumvane no kwandika yubahiriza imyandikire yrsquoIkinyarwanda

51 Gukoresha ikinyarwanda kiboneye uwiga agaragaza ko yumva ikinamico ku nsanganyamatsiko yerekeye ubwumvanemu ngiro zitandukanye

52 Gusubiza neza ibibazo mu mvugo iboneye ku ikinamico 53 Gusoma neza ikinamico yubahiriza uturango twayo 54 Guhimba no gukina ikinamico ahuza imvugo nrsquoingiro 55 Gukoresha neza inzego zrsquoururimi 56 Kubahiriza imyandikire yrsquoamazina bwite

78 | P a g e

LU 1Gukoresha ubuvanganzo nyandiko ashyikirana nrsquoabandi

1

Umusaruro wrsquoinyigisho

1 Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva inkurushusho abinyujije mu ngiro zitandukanye

2 Gusubiza mu mvugo iboneye ibibazo ku nkurushusho 3 Gusoma neza inkurushusho yubahiriza uturango nrsquoisesekaza 4 Guhindura inkurushusho mo agakino akurikiranya neza ingingo 5 Guhimba no kwandika inkurushusho

Amasaha 6

Umusaruro wrsquoinyigisho 11 Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva

inkurushusho abinyujije mu ngiro zitandukanye

Ibimenyetso byrsquouteze amatwi atarogoya ufite ijambo

Inkurushusho

Insanganyamatsiko

Inyunguramagambo

ingingo zrsquoumuco nrsquoamateka

Inshamake yrsquoinkurushusho

inshoza nrsquouturango byrsquoinkurushusho

isomo ryrsquoingenzi

o Gusoma inkurushusho bucece

o Gusoma inkurushusho mu matsinda bashaka

- Ibisobanuro byrsquoamagambo akomeye

- Ibisubizo byrsquoibibazo byo kumva inkurushusho no kumurika ibivuyemo

Uturango twrsquoinkurushusho

o Gusoma inkurushusho uwiga aranguruye

o Gusoma inkurushusho bakuranwa

˗ Ibitabo byrsquoubuvanganzo (inkurushusho)

˗ Ibinyamakuru bikoresha inkurushusho

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

Imfashanyigisho Ibikorwa byrsquouwiga

activities

Ibyigwa

79 | P a g e

ihimbankuru

isesekaza nrsquoutwatuzo

Udukino dufatiye ku nkurushusho

o Guhuza ibivugwa mu nkurushusho nrsquoindangagaciro

o Gusanisha ingeso zivugwa mu nkurushusho nrsquoimyitwarire yrsquoabantu

o Gukoresha ikinyarwanda kiboneye agaragaza insanganyamatsiko zrsquoingenzi

o Gusobanura ingingo zrsquoumuco nrsquoamateka

o Gusobanura inshoza nrsquouturango byrsquoinkurushusho

o Guhina mu magambo inkurushusho

o Gutahura isomo ryrsquoingenzi

o Guhimba udukino dufatiye ku nkurushusho

Isuzuma Mbonezanyigisho 11

Usuzuma akusanya bimwe mu bihamya bikurikira akanzura niba ubushobozi busuzumwa bwagezweho

Gihamya Isuzuma

Amajwi nrsquoamashusho byrsquouwiga ateze amatwi atarogoya

Ubushobozi busuzumwa

Uwiga yakoresheje neza Ikinyarwanda kiboneye agaragaza ko yumva


80 | P a g e

Urutonde rwrsquoibisuzumwa Arabishoboye

Yego Oya


inkurushusho

Umwanzuro

Umusaruro wrsquoinyigisho 12 Gusubiza mu mvugo iboneye ibibazo ku nkurushusho


Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru









o Guhuza ibivugwa mu nkurushusho





activities

Ibyigwa

81 | P a g e

Udukino dufatiye ku

nkurushusho

nrsquoindangagaciro










Gihamya Isuzuma

Amajwi nrsquoamashusho yrsquoibisubizo ku kumva umwandiko


Yashubije mu mvugo iboneye ibibazo ku nkurushusho

82 | P a g e


Yego Oya

Insanganyamatsiko

Inyunguramagambo

Ingingo zrsquoumuco nrsquoamateka

Isomo ryrsquoingenzi

Umwanzuro

Umusaruro wrsquoinyigisho 13 Gusoma neza inkurushusho yubahiriza uturango nrsquoisesekaza


Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru







o Gusoma inkurushusho





activities

Ibyigwa

83 | P a g e


Udukino dufatiye ku

nkurushusho

bakuranwa











Gihamya Isuzuma

Amajwi nrsquoamashusho byrsquoisomwa ryrsquoinkurushusho


Yasomye neza inkurushusho yubahiriza uturango nrsquoisesekaza

84 | P a g e


Yego Oya

Isesekaza nrsquoutwatuzo

Umwanzuro

Umusaruro wrsquoinyigisho 14 Guhindura inkurushusho mo agakino akurikiranya neza ingingo


Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru












o Gukoresha ikinyarwanda kiboneye agaragaza





activities

Ibyigwa

85 | P a g e

insanganyamatsiko zrsquoingenzi








Gihamya Isuzuma

Amajwi nrsquoamashusho ku dukino twrsquoinkuru nrsquoinkuru shusho


Yego Oya


Umwanzuro


Yahinduye inkurushusho mo agakino akurikiranya neza ingingo

86 | P a g e

Umusaruro wrsquoinyigisho 15 Guhimba no kwandika inkurushusho


Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru





















activities

Ibyigwa

87 | P a g e




Gihamya Isuzuma

Inyandiko yrsquoinkurushusho


Yego Oya

Ihimbankuru

Umwanzuro


Yahimbye anandika inkurushusho

88 | P a g e

LU 2Gukoresha Ikinyarwanda kiboneye agaragaza uburyo bunyuranye bwo gukemura amakimbirane no gukoresha ibinyazina binyuranye

2


1 Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva umwandiko ku nsanganyamatsiko yo gukemura amakimbirane abinyujije mu ngiro zitandukanye

2 Gusubiza ibibazo mu mvugo iboneye ku mwandiko 3 Gusoma umwandiko yubahiriza utwatuzo nrsquoisesekaza 4 Guhina no guhimba umwandiko akurikiranya ingingo 5 Kumurika ingero zifatika zigaragaza uburyo bwo gukemura

amakimbirane mu muryango 6 Gukoresha ibinyazina binyuranye ku buryo bukwiye

Amasaha 6


umwandiko ku nsanganyamatsiko yo gukemura amakimbirane abinyujije mu ngiro

zitandukanye

Umwandiko ku nsanganyamatsiko yo gukemura amakimbirane

Ibimenyetso byrsquoutega amatwi atarogoya

Inyunguramagambo

Insanganyamatsiko yrsquoumwandiko

Ingingo zrsquoumuco

Ingingo zrsquoamateka (gusasa inzobe Gacaca Imimaro)

ingero zifatika zigaragaza uburyo bwo gukemura amakimbirane mu muryango

indangagaciro yrsquoubworoherane

Ihinamwandiko ku nsanganyamatsiko yo

o Gutega amatwi umwandiko ujyanye no gukemura amakimbirane

o Kutarogoya ufite ijambo nta mpamvu

o Gusubiza ibibazo byo kumva umwandiko nrsquoinyunguramagambo

o Kuvumbura insanganyamatsiko ivugwa mu mwandiko

o Gukoresha Ikinyarwanda kiboneye agaragaza indangagaciro

˗ Ibitabo bikubiyemo imyandiko yerekeye gukemura amakimbirane ibitabo byrsquoikibonezamvugo

˗ SEDE (CD) ˗ Disiketi ˗ Ikibaho ˗ Marikeri ˗ Murandasi ˗ Inkoranyamagambo


activities

Ibyigwa

89 | P a g e

gukemura amakimbirane

Ihangamwandiko ku nsanganyamatsiko yo gukemura amakimbirane

Ibinyazina Nyereka Ngenera Ngenga

yrsquoubworoherane

o Gusoma mu matsinda bashaka

o Ibisobanuro byrsquoamagambo akomeye

o Ibisumizo byrsquoibibazo byo kumva umwandiko

o Bamurika mu ruhame ibyavuye mu matsinda

o Gusoma aranguruye agaragaza isesekaza

o Gukusanyiriza mu matsinda ibitekerezo ku kamaro ko gukemura amakimbirane

o Gukora inshamake yrsquoumwandiko

o Kujya impaka ku ngaruka zo guhembera amakimbirane

o Gutahura imikoreshereze yrsquoibinyazina binyuranye



Gihamya Isuzuma

Amajwi nrsquoamashusho yrsquouwiga ateze amatwi umwandiko atarogoya


Uwiga yakoresheje Ikinyarwanda krsquoibanze agaragaza ko yumva umwandiko ku

nsanganyamatsiko yrsquouburinganire nrsquoubwuzuzanye abinyujije mu ngiro

zitandukanye

90 | P a g e


Yego Oya

Umwandiko ku nsanganyamatsiko yrsquouburinganire nrsquoubwuzuzanye

Ibimenyetso byrsquouteze amatwi atarogoye

Umwanzuro

Umusaruro wrsquoinyigisho 22 Gusubiza ibibazo mu mvugo iboneye ku mwandiko



Inyunguramagambo


Ingingo zrsquoumuco




Ihinamwandiko ku nsanganyamatsiko





o Gukoresha Ikinyarwanda kiboneye agaragaza indangagaciro yrsquoubworoherane


o Ibisobanuro byrsquoamagambo




activities

Ibyigwa

91 | P a g e

yo gukemura amakimbirane



akomeye










Gihamya Isuzuma

Amajwi nrsquoamashusho ku bibazo byo kumva umwandiko


Yego Oya

Inyunguramagambo



Yashubije neza ibibazo mu mvugo iboneye ku mwandiko

92 | P a g e

Ingingo zrsquoumuco

Indangagaciro zrsquoimibereho nrsquoimibanire myiza yrsquoabanyarwanda

Ingingo zrsquoamateka


Umwanzuro

Umusaruro wrsquoinyigisho 23 Gusoma umwandiko yubahiriza utwatuzo nrsquoisesekaza



Inyunguramagambo


Ingingo zrsquoumuco




Ihinamwandiko ku nsanganyamatsiko yo gukemura amakimbirane

Ihangamwandiko ku








o Ibisumizo byrsquoibibazo byo




activities

Ibyigwa

93 | P a g e

nsanganyamatsiko yo gukemura amakimbirane


kumva umwandiko









Gihamya Isuzuma

Amajwi nrsquoamashusho ryrsquoisomwa ryrsquoumwandiko


Yego Oya


Umwanzuro


Yasomye neza umwandiko yubahiriza utwatuzo nrsquoisesekaza

94 | P a g e

Umusaruro wrsquoinyigisho 24 Guhina no guhimba umwandiko akurikiranya ingingo



Inyunguramagambo


Ingingo zrsquoumuco


















o Gukora inshamake




activities

Ibyigwa

95 | P a g e

yrsquoumwandiko





Gihamya Isuzuma

Amashusho amajwi nrsquoinyandiko zrsquoihimba imurika nrsquoihinamwandiko


Yego Oya



Umwanzuro


Yahinnye anahimba umwandiko akurikiranya neza ingingo

96 | P a g e

Umusaruro wrsquoinyigisho 25 Kumurika ingero zifatika zigaragaza uburyo bwo gukemura

amakimbirane mu muryango



Inyunguramagambo


Ingingo zrsquoumuco



















o Kujya impaka ku ngaruka zo




activities

Ibyigwa

97 | P a g e

guhembera amakimbirane




Gihamya Isuzuma

Amashusho nrsquoamajwi yrsquoimurika ryrsquoingero zifatika zigaragaza uburyo bwo gukemura amakimbirane mu muryango


Yego Oya

Ingero zifatika zigaragaza uburyo bwo gukemura amakimbirane mu muryango

Umwanzuro

Umusaruro wrsquoinyigisho 26 Gukoresha ibinyazina binyuranye ku buryo bukwiye



o Kutarogoya ufite ijambo nta

˗ Ibitabo bikubiyemo imyandiko yerekeye gukemura amakimbirane ibitabo


activities

Ibyigwa


Yamuritse ingero zifatika zigaragaza uburyo bwo gukemura amakimbirane mu

muryango

98 | P a g e


Inyunguramagambo


Ingingo zrsquoumuco







mpamvu













byrsquoikibonezamvugo ˗ SEDE (CD) ˗ Disiketi ˗ Ikibaho ˗ Marikeri ˗ Murandasi ˗ Inkoranyamagambo



Yakoresheje ibinyazina binyuranye ku buryo bukwiye

99 | P a g e


Gihamya Isuzuma

Inyandiko yrsquoibisubizo ku binyazina


Yego Oya

Ibinyazina

Umwanzuro

100 | P a g e

LU 3Gukangurira abandi akamaro krsquoisuku nrsquoisukura no gukoresha ibinyazina binyuranye

3


1 Gukoresha Ikinyarwanda kiboneyen uwiga agaragaza ko yumva umwandiko ku kamaro krsquoisuku nrsquoisukura abinyujije mu ngiro zitandukanye

2 Gusubiza neza ibibazo mu mvugo iboneye ku mwandiko 3 Gusoma neza umwandiko yubahiriza utwatuzo nrsquoisesekaza 4 Guhina no guhimba umwandiko akurikiranya neza ingingo 5 Kumurika ingero zifatika zihamya akamaro krsquoisuku nrsquoisukura 6 Gukoresha ibinyazina binyuranye ku buryo bukwiye

Amasaha 6

Umusaruro wrsquoinyigisho 31 Gukoresha Ikinyarwanda kiboneyen uwiga agaragaza ko yumva

umwandiko ku kamaro krsquoisuku nrsquoisukura abinyujije mu ngiro zitandukanye

Umwandiko ku nsanganyamatsiko ku isuku nrsquoisukura


Inyunguramagambo




Indangagaciro zo kubaha ubuzima

ingero zifatika zihamya akamaro krsquoisuku nrsquoisukura

Ihinamwandiko ku nsanganyamatsiko yrsquo isuku nrsquoisukura

Ihangamwandiko ku isuku nrsquoisukura

o Gutega amatwi umwandiko ku isuku nrsquoisukura



o Gukoresha Ikinyarwanda kiboneye agaragaza indangagaciro yo kubaha ubuzima (Kubaha uburenganzira bwa muntu kwirinda ihohotera iryo ari ryo ryosekwiyitaho )


o -Ibisobanuro byrsquoamagambo

˗ Ibitabo bikubiyemo imyandiko yerekeye isuku nrsquoisukura

˗ Ibitabo byrsquoikibonezamvugo

˗ SEDE (CD) ˗ Disiketi ˗ Ikibaho ˗ Marikeri ˗ Murandasi ˗ Inkoranyamagambo ˗ Itangazo

Mpuzamahanga ryrsquouburenganzira bwa Muntu

˗ Itegeko Nshinga rya Repubulika yrsquou Rwanda

˗ Amafoto ku bikorwa byrsquoisuku nrsquoisukura


activities

Ibyigwa

101 | P a g e

Ibinyazina Ngenera ngenga Ndafuturandasigura Mpamagazi

akomeye

o -Ibisubizo byrsquoibibazo byo kumva umwandiko

o -Bamurika mu ruhame ibyavuye mu matsinda


o Gukusanyiriza mu matsinda ibitekerezo ku isuku nrsquoisukura


o Kujya impaka ku ngaruka zrsquoumwanda




Gihamya Isuzuma



Uwiga yakoresheje Ikinyarwanda kiboneye agaragaza ko yumva umwandiko

ku kamaro krsquoisuku nrsquoisukura abinyujije mu ngiro zitandukanye

102 | P a g e


Yego Oya



Umwanzuro

Umusaruro wrsquoinyigisho 32 Gusubiza neza ibibazo mu mvugo iboneye ku mwandiko



Inyunguramagambo












o -Ibisobanuro byrsquoamagambo akomeye


o -Bamurika mu ruhame



˗ SEDE (CD) ˗ Disiketi ˗ Ikibaho ˗ Marikeri ˗ Murandasi ˗ Inkoranyamagambo ˗ Itangazo Mpuzamahanga

ryrsquouburenganzira bwa Muntu




activities

Ibyigwa

103 | P a g e


Ibinyazina Ngenera

ngenga Ndafuturan

dasigura Mpamagazi

ibyavuye mu matsinda








Gihamya Isuzuma

Amajwi nrsquoamashusho byrsquoibisubizo ku kumva umwandiko


Yego Oya

Inyunguramagambo

Insanganyamatsiko



Umwanzuro



104 | P a g e

Umusaruro wrsquoinyigisho 33 Gusoma neza umwandiko yubahiriza utwatuzo nrsquoisesekaza



Inyunguramagambo








Ibinyazina Ngenera

ngenga Ndafuturan

dasigura





















activities

Ibyigwa

105 | P a g e

Mpamagazi



Gihamya Isuzuma

Amajwi nrsquoamashusho byrsquoisomwa ryrsquoumwandiko


Yego Oya


Umwanzuro

Umusaruro wrsquoinyigisho 34 Guhina no guhimba umwandiko akurikiranya neza ingingo




o Kutarogoya ufite ijambo




activities

Ibyigwa



106 | P a g e

Inyunguramagambo









nta mpamvu



















107 | P a g e


Gihamya Isuzuma

Amajwi amashusho nrsquoinyandiko ku ihina nrsquoihimbamwandiko


Yego Oya

Ihinamwandiko ku ku isuku nrsquoisukura


Umwanzuro

Umusaruro wrsquoinyigisho 35 Kumurika ingero zifatika zihamya akamaro krsquoisuku nrsquoisukura



Inyunguramagambo








o Gukoresha Ikinyarwanda kiboneye agaragaza indangagaciro yo kubaha ubuzima (Kubaha uburenganzira bwa muntu




Mpuzamahanga ryrsquouburenganzira bwa


activities

Ibyigwa

108 | P a g e





kwirinda ihohotera iryo ari ryo ryosekwiyitaho )










Muntu ˗ Itegeko Nshinga rya

Repubulika yrsquou Rwanda




Gihamya Isuzuma

Amajwi amashusho nrsquoinyandiko ku ngero zifatika zihamya akamaro krsquoisuku nrsquoisukura


Yamuritse ingero zifatika zihamya akamaro krsquoisuku nrsquoisukura

109 | P a g e


Yego Oya

Ingero zifatika zihamya akamaro krsquoisuku nrsquoisukura

Umwanzuro




Inyunguramagambo





















activities

Ibyigwa

110 | P a g e


akomeye










Gihamya Isuzuma

Ibisubizo byrsquoimyitozo ku binyazina


Yego Oya

Ibinyazina

Umwanzuro



111 | P a g e

LU 4Gukoresha Ikinyarwanda kiboneye agaragaza uburyo bunyuranye bwo gutunganya ubutaka no gukoresha ibinyazina binyuranye

4


1 Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva umwandiko ku mitunganyirize yrsquoubutaka abinyujije mu ngiro zitandukanye



Amasaha 6

Umusaruro wrsquoinyigisho 41 Gukoresha Ikinyarwanda krsquoibanze uwiga agaragaza ko yumva

umwandiko ku nsanganyamatsiko yerekeye kurwanya indwara mu ngiro zitandukanye

Umwandiko ku nsanganyamatsiko yerekeye imitunganyirize yrsquoubutaka

ibimenyetso byrsquouteze amatwi atarogoya

isesekaza nlsquoutwatuzo

inyunguramagambo

insanganyamatsiko yrsquoumwandiko

indangangakiro na kirazira

ingingo zrsquoamateka nrsquoumuco

ingero zifatika zihamya imitunganyirize

ihimbamwandiko

o Gutega amatwi umwandiko ku mitunganyirize yrsquoubutaka



o Gukoresha Ikinyarwanda kiboneye agaragaza indangagaciro yo gukorera mu mucyo




o Bamurika mu ruhame ibyavuye mu

˗ Igitabo gikubiyemo imyandiko ku nsanganyamatsiko yo gutunganya ubutaka


˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo

˗ Itangazo Mpuzamahanga ryrsquouburenganzira bwa


activities

Ibyigwa

112 | P a g e

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro

matsinda


o Gukusanyiriza mu matsinda ibitekerezo ku mitunganyirize yrsquoubutaka


o Kujya impaka ku ngaruka zo kudacunga neza ubutaka


Muntu


˗ Amafoto ku bikorwa byrsquoimitunganyirizwe yrsquoubutaka



Gihamya Isuzuma



Yego Oya


Ibimenyetso byrsquouteze amatwi atarogoya

Umwanzuro


Uwiga yakoresheje Ikinyarwanda kiboneye agaragaza ko yumva umwandiko ku

mitunganyirize yrsquoubutaka abinyujije mu ngiro zitandukanye

113 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro













o Gutahura imikoreshereze



˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo

˗ Itangazo Mpuzamahanga ryrsquouburenganzira bwa Muntu




activities

Ibyigwa

114 | P a g e

yrsquoibinyazina binyuranye



Gihamya Isuzuma

Amajwi nrsquoamashusho ku bisubizo byo kumva umwandiko



115 | P a g e


Yego Oya

Inyunguramagambo


Indangangakiro na kirazira

Ingingo zrsquoamateka nrsquoumuco

Umwanzuro





inyunguramagambo



ingingo zrsquoamateka










˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi


activities

Ibyigwa

116 | P a g e

nrsquoumuco


ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro







˗ Inkoranyamagambo






Gihamya Isuzuma

Amajwi nrsquoamashusho ku isomwa ryrsquoumwandiko


Yego Oya


Umwanzuro



117 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo






activities

Ibyigwa

118 | P a g e


Gihamya Isuzuma

Amajwi amashusho nrsquoinyandiko ku ihimba nrsquoimurikamwandiko


Yego Oya

Ihimbamwandiko

Umwanzuro



119 | P a g e

Umusaruro wrsquoinyigisho 45 Kumurika ingero zifatika zihamya imitunganyirize iboneye

yrsquoubutaka




inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo





activities

Ibyigwa

120 | P a g e




Gihamya Isuzuma

Amajwi nrsquoamashusho ku ngero zifatika zihamya imitunganyirize yrsquoubutaka


Yego Oya

Ingero zifatika zihamya imitunganyirize yrsquoubutaka

Umwanzuro


Yamuritse ingero zifatika zihamya imitunganyirize iboneye yrsquoubutaka

121 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo






activities

Ibyigwa

122 | P a g e


Gihamya Isuzuma

Ibisubizo ku mikoreshereze yrsquoibinyazina


Yego Oya

Ikinyazina

Umwanzuro



123 | P a g e

LU 5Gukoresha neza uburyo bunyuranye bw rsquo ubwumvane no kwandika yubahiriza imyandikire yrsquoIkinyarwanda

5


1 Gukoresha Ikinyarwanda kiboneye uwiga agaragaza ko yumva ikinamico ku nsanganyamatsiko yerekeye ubwumvane mu ngiro zitandukanye


Amasaha 6


ikinamico ku nsanganyamatsiko yerekeye ubuzima bwrsquoimyororokere mu ngiro zitandukanye

Ikinamico ku nsanganyamatsiko yerekeye ubwumvane


Inyunguramagambo ku ngeri yrsquoikinamico


Udukino ku nsanganyamatsiko ishingiye ku bwumvane


Inzego zrsquoururimi Imvugo

o Gutega amatwi ikinamico ku nsanganyamatsiko yerekeye ubwumvane


o Gusubiza ibibazo byo kumva ikinamico nrsquoinyunguramagambo

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 Guhimba no gukina udukino ku nsanganyamatsiko ishingiye ku bwumvane

˗ Ibitabo bikubiyemo imyandiko yerekeyeubwumvane


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

N0 0012014 yo ku wa 08102014 agenga imyandikire yrsquoIkinyarwanda nkrsquouko yasohotse mu Igazeti ya Leta N0 41 bis yo ku wa 13102014


activities

Ibyigwa

124 | P a g e

ikocamye Imvugo

isanzwe Imvugo

ihanitse

Amazina bwite yrsquoahantu afite

indomo yrsquoabantu

arenze rimwe yrsquoabantu

nrsquoahantu yrsquoamavamaha

nga yrsquoidini yari

asanwzeho

o Kujya impaka ku mvugo ziboneye

o Gutahura no gukosora amakosa mu myandikire yrsquoamazina bwite



Gihamya Isuzuma

Amajwi amashusho byrsquouwiga ateze amatwi atarogoya


Yego Oya



Uwiga yakoresheje Ikinyarwanda kiboneye agaragaza ko yumva ikinamico ku

nsanganyamatsiko yerekeye ubwumvane mu ngiro zitandukanye

125 | P a g e


Umwanzuro

Umusaruro wrsquoinyigisho 52 Gusubiza neza ibibazo mu mvugo iboneye ku ikinamico








ikocamye Imvugo

isanzwe Imvugo

ihanitse














activities

Ibyigwa

126 | P a g e


indomo yrsquoabantu arenze

rimwe yrsquoabantu

nrsquoahantu yrsquoamavamahan

ga yrsquoidini yari

asanwzeho



127 | P a g e



Gihamya Isuzuma

Amajwi amashusho ku bisusbizo byo kumva umuvugo


Yego Oya



Umwanzuro

Umusaruro wrsquoinyigisho 53 Gusoma neza ikinamico yubahiriza uturango twayo





activities

Ibyigwa


Yashubije neza ibibazo mu mvugo iboneye ku ikinamico

128 | P a g e







ikocamye Imvugo

isanzwe Imvugo

ihanitse



rimwe yrsquoabantu


ga yrsquoidini yari

asanwzeho
















Yasomye neza ikinamico yubahiriza uturango twayo

129 | P a g e

Gihamya Isuzuma

Amajwi nrsquoamashusho uwiga asoma ikinamico


Yego Oya


Umwanzuro

Umusaruro wrsquoinyigisho 54 Guhimba no gukina ikinamico ahuza imvugo nrsquoingiro







Inzego zrsquoururimi Imvugo ikocamye Imvugo isanzwe Imvugo ihanitse







o Gukorera mu matsinda bungurana ibitekerezo ku nsanganyamatsiko ivugwa






activities

Ibyigwa

130 | P a g e

Amazina bwite yrsquoahantu afite indomo yrsquoabantu arenze rimwe yrsquoabantu nrsquoahantu yrsquoamavamahanga yrsquoidini yari asanwzeho

mu ikinamico






Gihamya Isuzuma

Amajwi nrsquoamashusho nrsquoinyandiko ku kinamico


Yego Oya


Umwanzuro

Umusaruro wrsquoinyigisho 55 Gukoresha neza inzego zrsquoururimi


Yahimbye anakina ikinamico ahuza imvugo nrsquoingiro

131 | P a g e


























Yakoresheje neza inzego zrsquoururimi


activities

Ibyigwa

132 | P a g e

Gihamya Isuzuma

Ibisubizo ku myitozo yrsquoikoreshwa ryrsquo inzego zrsquoindimi


Yego Oya

Inzego zrsquoururimi

Umwanzuro

Umusaruro wrsquoinyigisho 56 Kubahiriza imyandikire yrsquoamazina bwite













o Gusoma bakuramwa baranguruye bigana




N0 0012014 yo ku wa 08102014 agenga imyandikire yrsquoIkinyarwanda nkrsquouko yasohotse mu Igazeti ya Leta N0 41 bis yo ku wa


activities

Ibyigwa

133 | P a g e

Imvugo ikocamye Imvugo isanzwe Imvugo ihanitse


abakinankuru





13102014



Gihamya Isuzuma

Ibisubizo ku myitozo yo kwandika amazina bwite


Yego Oya

Amazina bwite

Umwanzuro


Yubahiriza imyandikire yrsquoamazina bwite

134 | P a g e

Ibitabo nrsquoinyandiko byifashishijwe

1 BIZIMANA S KAYUMBA C (2011) Inkoranya yrsquoikinyarwanda mu Kinyarwanda IRST 2egraveme Edition

2 BIZIMANA S RWABUKUMBA G (2011) Inkoranya yrsquoikinyarwanda mu Kinyarwanda IRST 1egravere Edition

3 CHARMEAUX E (1975) La lecture agrave lrsquoeacutecole Ceacutedix Paris 4 CONFEacuteRENCE DES MINISTRES DE LrsquoEDUCATION DES ETATS DrsquoEXPRESSION FRANCcedilAISE (1986)

Promotion et inteacutegration des langues nationales dans les systegravemes eacuteducatifs Librairie Honoreacute Champion Paris

5 COUPEZ A (1961) Grammaire Rwanda Simplifieacutee Usumbura 6 Dictionnaire Rwandais-Franccedilais Edition abreacutegeacutee et adapteacutee par Ireacuteneacutee JACOB 7 FOUNTAIN PUBLISHERS (2011) Ikinyarwanda Igitabo cyrsquoumunyeshuri Umwaka wa 4 Fountain

Publishers Kigali 8 FOUNTAIN PUBLISHERS (2011) Ikinyarwanda Igitabo cyrsquoumwarimu Umwaka wa 5 Fountain


Publishers Kigali 10 GAGNEacute G PAGEacute M na ARRAB E (2002) Didactique des langues maternelles Questions

actuelles dans diffeacuterentes reacutegions du monde De Boeck Universiteacutegions du monde De Boeck Universiteacute Bruxelles

11 GASIMBA FX (2004) Inganzo yrsquoUbwanditsi Prix Kadima 12 INTEKO NYARWANDA YrsquoURURIMI NrsquoUMUCO (RALC) (2013) Indangagaciro zrsquoUmuco wrsquou Rwanda

Imfashanyigisho ibanza Kigali Rwanda 13 KAGIRANEZA Z (1989) Igitaramo ku mateka yrsquou Rwanda MINESUPRESS 14 MINISTERI YrsquoAMASHURI ABANZA NrsquoAYISUMBUYE (1986) Ikinyarwanda Ikibonezamvugo cyo mu

Cyiciro cya Gatatu Kigali 15 UNIVERSITY OF RWANDACOLLEGE OF EDUCATION (2014) Umusogongero ku Buvanganzo

Nyarwanda Kigali 16 VANHOVE J (1941) Essai de Droit Coutumier du Ruanda Bruxelles Librairie Falk fils

135 | P a g e

C C M S E 5 0 1 - WORKING IN A SOCIALLY DIVERSE ENVIRONMENT

CCMSE501 Work in a socially diverse environment


Credits 3 30

Sector All

Sub-sector All

Issue dateOctober 2017

Purpose statement

This module describes the skills knowledge and attitude required to be able to successfully

work in a socially diverse environment The module will allow the participant to develop ways

of communicating with customers and colleagues from diverse backgrounds and

accommodating cultural differences Furthermore this module will enable the trainee to be

able to identify issues that may cause conflict or misunderstanding in the workplace because of

the cultural differences find ways of resolving them andor referring them to appropriate

individuals or bodies

136 | P a g e


Not applicable







1 Communicate with customers and colleagues from diverse backgrounds

11 Adequate Valuing customers and colleagues from different cultural groups and treating them with respect and sensitivity

12 Adequate Taking into consideration cultural differences in allverbal and non-verbal communication and overcoming language barriers

13 Proper obtaining assistance from colleagues reference books or outside organizations when required

2 Address cross-cultural misunderstandings

23 Proper identification of issues that may cause conflict or misunderstanding in the workplace

24 Adequate consideration of possible cultural differences when difficulties or misunderstandings occur

25 Appropriate referring of problems and unresolved issues to the appropriate team leader or supervisor for follow-up

137 | P a g e

LU 1 Communicate with customers and colleagues from diverse backgrounds

1

Learning Outcomes

1 Value customers and colleagues from different cultural groups and treat them with respect and sensitivity

2 Take into consideration cultural differences in all verbal and non-verbal communication and overcome language barriers

3 Obtain assistance from colleagues reference books or outside organisations when required

12 Hours

Learning Outcome11 Value customers and colleagues from different cultural groups and

treat them with respect and sensitivity

Treating different groups effectively

forms of address

levels of formality or informality

observance of special religious feasts or other celebratory days

customs beliefs and values

Product preferences

o Role play o Individual work o Group discussion o Large group discussion o Brainstorming

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

materials



Adequate Valuing customers and colleagues from different cultural groups and

treating them with respect and sensitivity


Content

138 | P a g e




Written

Oral

Performance

Multiple choice True or false question Ticking Expose (presentation) Role play

Checklist Score

Yes No

Effective treatment of different groups

Observation

Learning Outcome 12 Take into consideration cultural differences in all verbal and non-

verbal communication and overcome language barriers

Verbal and non-verbal communication

varied cultural interpretation of non-verbal behaviour and gestures

personal grooming including dress and hygiene habits

language spoken

language written

o Brainstorming o Role play o Individual work

- Reference books - Role play scenario - Online materials


139 | P a g e





Written

Oral

Performance


Checklist Score

Yes No

Consideration of cultural differences through verbal and non-verbal communication

Overcoming language barriers

Observation


meet greet and farewell customers

give simple directions

give simple instructions

answer simple enquiries

prepare for serve and assist customers

describe goods and services


Adequate Taking into consideration cultural differences in all verbal and non-

verbal communication and overcoming language barriers

140 | P a g e

Learning Outcome 13 Obtain assistance from colleagues reference books or outside

organisations when required





Written

Oral

Multiple choice True or false question Ticking Expose (presentation)

Checklist Score

Yes No

Partnerships for efficient communication

Observation


interpreter services

diplomatic services

local cultural organizations

appropriate government agencies

educational institutions

Disability advocacy groups

o Group discussion o Individual work o Large group discussion

- Reference books - Online materials - Specialised materials


Proper obtaining assistance from colleagues reference books or outside

organizations when required


141 | P a g e

LU 2Address cross-cultural misunderstandings

2

Learning Outcomes

1 Identify issues that may cause conflict or misunderstanding in the workplace

2 Consider possible cultural differences while resolving difficulties or misunderstandings at workplace

3 Referring problems and unresolved issues to the appropriate team leader or supervisor for follow-up

18 Hours

Learning Outcome 21 Identify issues that may cause conflict or misunderstanding in the

workplace

Cultural differences

Causes of conflict

race

language

special needs

disabilities

gender

age

roles

emotions

misinformation

misinterpretation

values

o Individual work o Group discussion o Large group discussion o Brainstorming




Content

142 | P a g e




Written

Oral


Checklist Score

Yes No

Demonstration of knowledge about cultural differences

Identification of issues that may causes conflict at workplace

Observation

Learning Outcome 22 Consider possible cultural differences while resolving difficulties or

misunderstandings at workplace



Proper identification of issues that may cause conflict or misunderstanding in the

workplace

143 | P a g e

Settlement of misunderstandings

greetings

key phrases

customs

protocol

business practices

what is done for fun

appreciation of cultural difference

Avoidance to compromise own values

being accommodating

Different Communication Styles

Different Attitudes Toward Conflict

Different Approaches to Completing Task

Different Decision-Making Styles

Different Attitudes Toward Disclosure

o Role play o Group discussion o Large group discussion o Individual work

- Reference books

- Role play scenario

- Online materials

- Specialised materials





Written

Oral

Performance



Adequate consideration of possible cultural differences when difficulties or

misunderstandings occur

144 | P a g e

Checklist Score

Yes No


Observation

Learning Outcome 23 Referring problems and unresolved issues to the appropriate team

leader or supervisor for follow-up

Raising issues

informal communication

informal meeting

Mediation

formal communication

formal writing

formal meetings

work ethics

o Role play o Individual task o Group work o Large group discussion


materials





Appropriate referring of problems and unresolved issues to the appropriate

team leader or supervisor for follow-up


145 | P a g e


Written

Oral

Performance


Checklist Score

Yes No

Raising issues to the appropriate level at workplace

Observation

Reference books

1 Axtell R E amp Parker Pen Company (1993) Dorsquos and taboos around the world New York Wiley

2 House R J amp Global Leadership and Organizational Behavior Effectiveness Research Program (2004) Culture leadership and organizations The GLOBE study of 62 societies Thousand Oaks CA Sage Publications

3 Meyer E (2014) The culture map Breaking through the invisible boundaries of global business Public Affairs

4 Schwartz S (2006) A theory of cultural value orientations Explication and applications Comparative Sociology 5 137-182

146 | P a g e

C C M I W 5 0 1 - ICT AT WORKPLACE

CCMIW501 Use ICT at workplace


Credits 3 30

Sector All

Sub-sector All

Issue date October 2017

Purpose statement

This course 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 researching and creating documents

with text graphics and numerical information using commonly used tools such as Microsoft Office ndash

(Word Excel and PowerPoint) Email The Internet

Learners gain ability to appropriately select and responsibly use ICT to be able to Problem-solve

Communicate and collaborate Locate use and synthesize information found using technology and

Develop skills necessary to function in this century

147 | P a g e


Not applicable







1 Prepare document Layout 11 Proper set up of a grid structure 12 Proper arrangement of text zones and non-textual

ones in their correct reading order 13 Proper use of special effects

2 Apply basic computer operations 21 Appropriate Conversion Export and Import of files 22 Appropriate use of storage media 23 Appropriate application of Printer settings 24 Appropriate connect computer to the network

3 Manage data 31 Proper management of data types 32 Proper application of data validation 33 Adequate application of Logical functions 34 Adequate performance of data analysis duplication

removal and Conditional formatting 35 Appropriate application of data protection

148 | P a g e

LU 1 Prepare document Layout

1

Learning Outcomes

1 Set up a grid structure 2 Arrange text zones and non-textual ones 3 Use special effects

10 Hours

Learning Outcome11 Set up a grid structure

Usage of basic grid structures for page layout (Deciding on the number and size of columns and gutters (gaps between columns))

Use asymmetrical grids to add interest to your design

Work with margins row and column gaps (Placement of intentional whitespace)

Usage of mixed grids

o Practical exercise on designing a cover page of a given document

Computer Applications Trainer manual Flipcharts Markers Flipcharts stand Computer Lab Sample of journal



Content

149 | P a g e




Written evidence

Oral evidence


Multiple choice Ticking True or false question Matching Sentence completion Open ended questions Expose (presentation) Task

Prepare an attendance list including date phone numbers and

IDs

Prepare a table of products with their specifications

Prepare a table of institutions with their address linked

Checklist Score

Yes No

Observation


Proper set up of a grid structure

150 | P a g e

Learning Outcome 12Arrange text zones and non-textual ones

Work with Styles (Headings Title and Subtitles) chapter or section titles or headlines and subheads

Size and position of images and figures and work with image captions

Pull quotes and nut graphs which might be added out of course or to make a short story fit the layout

Box outs and sidebars which present information as asides from the main text flow

Page headers and page footers the contents of which are usually uniform across content pages

Table of contents

Notes like footnotes and end notes bibliography

o Practical exercise on editing and arrange a given document






Proper arrangement of text zones and non-textual ones in their correct reading

order


151 | P a g e


Written evidence

Oral evidence




IDs



Checklist Score

Yes No

Observation

152 | P a g e

Learning Outcome 13 Use special effects

Methods of overlaying text on an image for readability

Position the Text Appropriately

Increase the Contrast Use a Transparent

Overlay Drop Shadow

Runaround and intrusions or bleeding an image over the page margin

o Practical exercise on adding special effects in a given document






Written evidence




IDs




Proper use of special effects


153 | P a g e

Checklist Score

Yes No

Observation

154 | P a g e

LU 2Apply basic computer operations

2

Learning Outcomes

1 Import Export and Convert Data Files 2 Use of storage media 3 Apply printer settings 4 Connect computer to the network

10 Hours

Learning Outcome 21 Import Export and Convert Data Files

Variety of different file formats Formats Typical Extension

Data Import techniques

Data Export techniques

Compress a file

File Conversion

o Individual work o Scenario based activities o Brainstorming on data types o Appropriate Conversion

Export and Import of files o Appropriate use of storage

media o Appropriate application of

Printer settings o Connect Computer to the

network

Projector White Board Computer Lab



Appropriate Conversion Export and Import of files


Content

155 | P a g e




Written evidence

Oral evidence


Written evidence

Multiple choice Ticking True or false question Matching Sentence completion Open ended questions Oral evidence

Expose (presentation) Performance evidence

Task


IDs



Checklist Score

Yes No

Observation

156 | P a g e

Learning Outcome 22 Use of storage media

Different types of storage (off-lineOn-line storage) ExternalRemovable Hard Drive Solid State Drive (SSD) Network Attached Storage (NAS) USB Thumb Drive Or Flash Drive Optical Drive (CD DVD discs) Cloud Storage

Storage capacity Description of units of data

Disk formatting Partitioning Erase data

o Brainstorming on storage types

o Practical exercises on disk formatting

Projector White Board Computer Lab Storage devices





Written evidence

Oral evidence


Written evidence




Appropriate use of storage media


157 | P a g e

Task


IDs



Checklist Score

Yes No

Observation

Learning Outcome 23 Apply printer settings

Page setup

Print preview

Print dialog box

Selecting printer name

Printer options

Printing one or more copies

Printing in blackwhite or color

Print page ranges

o Exercises on printing one or more copies of a colored document in black and white

o Printing in landscape portrait different pages

Computer Lab With Current Word processing Package installed in each computer

Printer Projector



158 | P a g e




Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Observation


Appropriate application of Printer settings

159 | P a g e

Learning Outcome 24 Connect computer to the network

Common types of area networks based on size Personal area network

or PAN Local area network or

LAN Metropolitan area

network or MAN Wide area network or

WAN Wireless Local Area

Network or WLAN

Common types of area networks based on main purpose Storage area network or

SAN Enterprise private

network or EPN Virtual private network

or VPN

Connect to the internet

Fixed internet Mobile internet

o Exercises on connect computer to the internet

o

Computer Lab With Internet

Projector





Appropriate connect computer to the network


160 | P a g e


Written evidence

Oral evidence




Task


IDs



Checklist Score

Yes No

Observation

161 | P a g e

LU 3 Manage data

3

Learning Outcomes

1 Manage data types 2 Apply data validation 3 Apply logical functions 4 Analyse data 5 Apply data protection

10 Hours

Learning Outcome 31 Manage data types

Description of data types Data type (Byte integer long

single double currency decimal string Boolean date object variant)

Length Description

Techniques of entering data types in cells and their default formats

Labels to describe pieces of information

Values (Raw numbers or dates)

Formulas to perform calculations

o Brainstorming on data types o

Computer Lab Projector



162 | P a g e




Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Differentiation of data types

Alignment of data in cell

Formatting of data

Labeling

Observation


Proper management of data types

163 | P a g e

Learning Outcome 32 Apply data validation

Create validation rules (Entries allowed in the cell prompt message and Warning alerts)

SearchFind Replace

Deleting a range of text

The undo command

Spelling and grammar

Synonyms

o Practical exercises on data validation based on calculation in another cell

o






Written evidence

Oral evidence


Written evidence



Task



Proper application of data validation


164 | P a g e

IDs



Checklist Score

Yes No

Observation

Learning Outcome 33Apply logical functions

Logical function overview (AND OR XOR and NOT)

Between condition (IF function)

o Practical exercises on use of logical operators and construct more elaborate logical tests to perform more complex calculations and more powerful data analysis





Adequate application of Logical functions


165 | P a g e


Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Observation

166 | P a g e

Learning Outcome 34Analyse data

Create different types of charts Line and column charts Pie Bar Miniature graphs (spark lines)

Table style and application of conditional formatting

Duplication removal

o Perform practical exercises on data analysis

o compile activities reports





Adequate performance of data analysis duplication removal and Conditional

formatting


167 | P a g e


Written evidence

Oral evidence




Task


IDs



Checklist Score

Yes No

Observation

168 | P a g e

Learning Outcome 35Apply data protection

Data protection principles Fair and lawful Purposes Adequacy Accuracy Retention Rights Security

o Compile activities reports





Written evidence

Oral evidence




Task


IDs



Appropriate application of data protection


169 | P a g e


Checklist Score

Yes No

Observation

Reference books

1 httpmsdnmicrosoftcomen-uslibrarybb687869aspx Data type in Microsoft Excel

170 | P a g e

C C M P E 5 0 1 - PROFESSIONAL ETHICS

CCMPE501 Apply professional ethics


Credits 3 30

Sector All

Sub-sector All


Purpose statement

This particular module describes the skills knowledge and attitude required for the trainee to apply

professional conduct at workplace

171 | P a g e


Not applicable







1 Apply human values 11 Adequate valuation of human right

12 Adequate promotion of integrity

13 Convenient valuation of time

14 Careful variety of moral issues

2 Respect engineering ethics 21 Appropriate application of rules and regulations of the work

22 Adequate application ofcredible management of the work

23 Adequate team spirit at the work

3 Apply safety 31 Proper risk analysis

32 Convenient personal safety precautions

33 Adequate respect of hygienic rules

172 | P a g e

LU 1Apply human values

1

Learning Outcomes

1 Valuate human right 2 Promote integrity 3 Valuate time 4 Analyse variety of moral issues

7 Hours

Learning Outcome11 Valuate human right

Human Right Issues Privacy Independence Security Right to vote Medication Education Employment Promotion Leave( Holydays)

Intellectual Property Right

Confidentiality

o Brainstorming on Human Right Issues Intellectual Property Right and Confidentiality

o Group Discussion on Human Right Issues Intellectual Property Right and Confidentiality

o Demonstration by video Picture of Human right issues

- Books - World Health

Organization Reports - Notebook - Pen - Workshop - Whiteboard Black board - Marker pen - Chalks - Projector - Pictures - Computer



Content

173 | P a g e




Written evidence

Oral evidence

Multiple choice exercises

Essay

Matching exercise Exercises

True or false questioning

Sentence completion

Checklist Score

Yes No

Privacy

Independence

Security

Right to vote

Medication

Education

Employment

Promotion

Leave( Holydays)

Observation


Adequate valuation of human right

174 | P a g e

Learning Outcome 12Promote integrity

Civic Virtues Tax Compliance Environmental Protection Self reliance Honesty

Respect for others

o Brainstorming on Civic Virtues o Group Discussion on Civic Virtues o Role play on Civic Virtues o Sketches on Civic Virtues o Site visit on environmentally

Protected areas

- Books - Environmental reports

( National and International)

- Notebook - Pen - Workshop - Whiteboard Black

board - Marker pen - Chalks - Projector - Pictures - Computer





Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion


Adequate promotion of integrity


175 | P a g e

Checklist Score

Yes No

Tax Compliance

Environmental Protection

Self-reliance

Honesty

Observation

Learning Outcome 13 Valuate time

Preparation of Agenda Agenda of Meeting Personal Agenda

o Brainstorming on preparation of Agenda

o Group Discussion on preparation of Agenda

o Practical exercise on preparation of Agenda

- Books - Agenda of some meetings - Personal Agenda - Notebook - Pen Pencil - Workshop - Whiteboard Black board - Marker pen - Chalks - Projector - Pictures - Computer



176 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Agenda of Meeting

Personal Agenda

Observation


Convenient valuation of time

177 | P a g e

Learning Outcome 14 Analyse variety of moral issues

Reason of Behaving Unethically

Resource Crunch Opportunity Attitude

o Brainstorming on Reason of Behaving Unethically

o Group Discussion on Reason of Behaving Unethically

- Books - Chocks - Blackboard





Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion


Careful analysis of variety of moral issues


178 | P a g e

Checklist Score

Yes No

Resource Crunch

Opportunity

Attitude

Observation

179 | P a g e

LU 2Respect engineering ethics

2

Learning Outcomes

1 Apply rules and regulations of the work 2 Apply credible management of the work 3 Work with team spirit

15 Hours

Learning Outcome 21Apply rules and regulations of the work

Different Professional rules and regulations Public Building

regulations Human Settlement

Policies

Labor Code National International

o Brainstorming on Professional rules and regulations and Labor Code

o Group Discussion on Professional rules and regulations and Labor Code

o Demonstration by video on Professional rules and regulations and Labor Code

- Books - Notebook - Pen - Workshop - Whiteboard Black board - Marker pen - Chalks - Projector - Pictures - Computer



Appropriate application of rules and regulations of the work


Content

180 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Public Building regulations

Human Settlement Policies

Observation

Learning Outcome 22 Apply credible management of the work

Ethical theories about Right Action Utilitarian Theory Duty Ethics The virtue Theory Self- realization ethics Justice (Fairness) theory

o Brainstorming on ethical theories about Right Action

o Group Discussion on ethical theories about Right Action

- Books - Notebook - Pen - Workshop - Whiteboard Black

board - Marker pen - Chalks - Projector - Computer


181 | P a g e





Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Utilitarian Theory

Duty Ethics

The virtue Theory

Self- realization ethics

Justice (Fairness) theory

Observation


Adequate application of credible management of the work

182 | P a g e

Learning Outcome 23 Work with team spirit

Cooperation

Empathy Understanding Others Service Orientation Uplift others Leveraging diversity Political awareness

o Brainstorming on cooperation and empathy

o Group Discussion on cooperation and empathy

- Books - Notebook - Pen - Workshop - Whiteboard

Black board - Marker pen - Chalks - Projector - Computer





Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion


Adequate team spirit at the work


183 | P a g e

Checklist Score

Yes No

Understanding Others

Service Orientation

Uplift others

Leveraging diversity

Political awareness

Observation

184 | P a g e

LU 3Apply safety

3

Learning Outcomes

1 Analyse risk 2 Apply personal safety precautions 3 Respect hygienic rules

8 Hours

Learning Outcome 31 Analyse risk

Analytical Methods for Risk Analysis Scenario Analysis Failure Mode and Effect Analysis Fault-tree Analysis Event-tree Analysis Human Error

o Brainstorming on analytical Methods for Risk Analysis

o Group Discussion on analytical Methods for Risk Analysis





Proper risk analysis


185 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Scenario Analysis

Failure Mode and Effect Analysis

Fault-tree Analysis

Event-tree Analysis

Human Error

Observation

186 | P a g e

Learning Outcome 32Apply personal safety precautions

Safety and Risk

Saving Endangered Lives ( Occupational hazards)

Safe Exit

o Brainstorming on Application of personal safety precautions

o Group Discussion on Application of personal safety precautions







Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion


Convenient personal safety precautions


187 | P a g e

Checklist Score

Yes No

Observation

Learning Outcome 33Respect hygienic rules

Maintenance of Hygiene

Importance of PPE

o Brainstorming on Maintenance of Hygiene and Importance of PPE

o Group discussion on Maintenance of Hygiene and Importance of PPE







Adequate respect of hygienic rules


188 | P a g e


Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No


Observation

Reference books

1 RSNaagarazan 2006 Professional Ethics and Human Values NEW AGE INTERNATIONAL

PUBLISHERS India

2 GordanaDodig-Crnkovic 2004 Professional Ethics in Science and EngineeringDEPARTMENT OF

COMPUTER SCIENCE AND ENGINEERINGMAumlLARDALEN UNIVERSITY

3 Vee C and Skitmore RM (2003) Professional ethics in the construction industry Engineering

Construction and Architectural Management 10(2)pp 117-127 Copyright 2003 Emerald

4 AAT Code of Professional Ethics ndash Version 20 January 2014

189 | P a g e

C C M F T 5 0 1 - TECHNIQUES DrsquoEXPRESSION ORALE ET ECRITE EN FRANCcedilAIS

CCMFT501 Pratiquer les techniques drsquoexpression orale et eacutecrite

Niveau 5 Heures drsquoapprentissage

Credits 3 30

Section Toutes

Option Toutes

Date deacutelaborationDeacutecembre 2016

But viseacute

Ce module deacutecrit les techniques drsquoexpression orale et eacutecrite A la fin de ce module lrsquoapprenant

sera capable drsquoeacutecrire en respectant lrsquoorthographe courante employer le vocabulaire technique

dans diffeacuterents eacutecrits preacutesider des deacutebats et des discussions conduire des reacuteunions reacutediger et

preacutesenter un exposeacute

190 | P a g e

Preacuterequis pour le nouvel apprentissage

Non appliqueacute

Eleacutements de compeacutetence et lesCritegraveres de performance

Les uniteacutes drsquoapprentissage deacutecrivent les reacutesultats essentiels drsquoune compeacutetence

A la fin de ce module lrsquoapprenant sera capable de

Elements de competence Critegraveres de performance

1 Ecrire en respectant lrsquoorthographe

courante

11 Application correcte des lettres minuscules et

majuscules

12 Utilisation adeacutequate des accents et signes de

ponctuation

13 Application approprieacutee des espacements entre les

mots

2 Employer le vocabulaire technique

dans diffeacuterents eacutecrits

21 Emploi abondant de vocabulaire technique dans un

reacutecit se rapportant agrave son meacutetier

22 Utilisation approprieacutee du vocabulaire technique dans

une preacutesentation adresseacutee au

public

23 Application approprieacutee du vocabulaire technique

dans la reacutedaction des rapports de

service

24 Reacutedaction meacutethodique des lettres drsquoaffaire

3 Preacutesider des deacutebats des discussions 31 Fixation claire des thegravemes de discussions

contradictoires

32 Deacutefinition claire des directives agrave suivre pour la

seacutereacuteniteacute des deacutebats

33 Modeacuteration meacutethodique des interventions

respectives des membres du groupe

4 Conduire des reacuteunions 41 Elaboration adeacutequate de lrsquoordre du jour

42 Exposeacute introductif meacutethodique deacutefinissant les regravegles

agrave suivre et le deacuteroulement de la

191 | P a g e

reacuteunion

43 Prise de notes meacutethodiques pour harmoniser les

diverses interventions

Reacutediger et preacutesenter un exposeacute 51 Organisation meacutethodique des arguments dans une

preacutesentation eacutecrite

52 Exploitation meacutethodique des regravegles de la rheacutetorique

devant lrsquoauditoire

53 Conclusion concise et ouverte de son exposeacute

reprenant les grandes lignes drsquoune part

et deacutegageant des perspectives drsquoautre part

192 | P a g e

LU 1Ecrire en respectant lrsquoorthographe courante

1

Reacutesultats drsquoapprentissage

4 Appliquer les lettres minuscules et majuscules 5 Utiliser les accents et signes de ponctuation 6 Appliquer les espacements entre les mots

6 Heures

Reacutesultats drsquoapprentissage 11Appliquer les lettres minuscules et majuscules

Lettres

Minuscules

Majuscules

o Ecrire les noms propres et noms

communs

o Ecrire un paragraphe de diffeacuterente

phrase

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et tableaux

feutres

- Projecteurs

- Flash Disc

- Mateacuteriels tactiles

Evaluation Formative 11

Evaluateur peut collecter et analyser des preuves afin de deacuteterminer si et agrave quel degreacute lecritere de

performance agrave observer atteint ou a atteint le reacutesultat escompteacute

Critegravere de performance

Application correcte des lettres minuscules et majuscules

Ressources Activiteacutes drsquoApprentissage Contenus

193 | P a g e

Types de preuves Instruments drsquoevaluation du portfolio

Preuveseacutecrites

Preuvesorales

Liste de controcircle Reacutesultat

Oui Non

Orthographe de cinq (5) noms propres et cinq (5) noms communs

Composition drsquoun paragraphe de du moins trois (3) diffeacuterentes phrases

Orthographe de cinq (5) mots avec diffeacuterents accents laquo eacute uuml acirc egrave ocirc agrave ccedil

icirc ucirc ecirc ouml raquo

Observations

Reacutesultats drsquoapprentissage 12 Utiliser les accents et signes de ponctuation

Accents

Aiguumle

Grave

Circonflexe

Ceacutedille

Signes de

ponctuation

Point

Point

drsquoInterrogation

Point

drsquoexclamation

Point de

suspension

Virgule

Point-virgule

Guillemets

Double points

o Ecrire les mots avec diffeacuterents accents

o Composer les phrases termineacutees par

diffeacuterents signes de ponctuation

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disc




194 | P a g e




Preuveseacutecrites

Preuvesorales


Oui Non

Composition de cinq (5) phrases termineacutees par diffeacuterents signes de

ponctuation

Observations

Reacutesultats drsquoapprentissage 13Appliquer les espacements entre les mots

Espacements entre les

mots

o Composer une phrase de beaucoup de

mots

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disc





Utilisation adeacutequate des accents et signes de ponctuation

195 | P a g e



Types de preuves Outils drsquoevaluation Portfolio

Preuves eacutecrites

Preuvesorales


Oui Non

Composition drsquoune phrase avec dix (10) mots

Observations


Application approprieacutee des espacements entre les mots

196 | P a g e

LU 2Employer le vocabulaire technique dans diffeacuterents eacutecrit

2

Reacutesultatsdrsquoapprentissage

1 Preacuteciser la reacuteponse relative au texte 2 Prononcer des eacutenonceacutes de ses reacuteponses 3 Articuler en tenant compte de la ponctuation 4 Reacutediger les lettres drsquoaffaire

4 Heures

Reacutesultats drsquoapprentissage 21Preacuteciser la reacuteponse relative au texte

Vocabulaire

technique

Reacutecit agrave son

meacutetier

o Reacutediger le reacutecit en utilisant les mots

speacutecifiques pour le meacutetier en question

- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuvesecrites

Preuves orales


Emploi abondant de vocabulaire technique dans un reacutecit se rapportant agrave

son meacutetier


197 | P a g e


Oui Non

Reacutedaction drsquoun texte sur une page contenant au moins cinq (5) mots


Observations

Reacutesultats drsquoapprentissage 22 Prononcer des eacutenonceacutes de ses reacuteponses

Vocabulaire

technique

Preacutesentation

adresseacutee au public

o Preacutesenter en classe le reacutecit contenant

les termes techniques sur le meacutetier

- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales

Liresilencieusement les eacutenonceacutes


Utilisation approprieacutee du vocabulaire technique dans une preacutesentation



198 | P a g e


Oui Non

Composition et preacutesentation en classe drsquoun eacutecrit contenant les termes

techniques sur le meacutetier

Observations

Reacutesultats drsquoapprentissage 23Articuler en tenant compte de la ponctuation

Vocabulaire technique

Rapports de service

o Etablir un rapport de service en

utilisant les termes techniques lies au

meacutetier

- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuvesecrites

Preuves orales


Application approprieacutee du vocabulaire technique dans la reacutedaction des

rapports de service

Ressources

Activiteacutes drsquoApprentissage Contenus

199 | P a g e


Oui Non

Etablissement drsquoun rapport de service en utilisant les termestechniques lies au

meacutetier

Observations

Reacutesultats drsquoapprentissage 24Reacutediger les lettres drsquoaffaire

Lettres drsquoaffaire

Reacutequisition

Commande

Livraisons

Recouvrement

o Composer les lettres de reacutequisitions

commandes livraisons recouvrements

- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuves ecrites

Preuves orales


Reacutedaction meacutethodique des lettres drsquoaffaire

Ressources


200 | P a g e


Oui Non

Composition des lettres

Lettre de reacutequisitions

Lettre de commande

Lettre de livraison

Observations

201 | P a g e

LU 3Preacutesider des deacutebats et des discussions

3


1 Fixer les thegravemes de discussions contradictoires 2 Deacutefinir les directives agrave suivre pour la seacutereacuteniteacute des deacutebats 3 Modeacuterer les interventions respectives des membres du groupe

6 Heures

Reacutesultats drsquoapprentissage 31 Fixer les thegravemes de discussions contradictoires

Thegravemes de discussions o Proposer les sujets de controverse - Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales


Fixation claire des thegravemes de discussions contradictoires


202 | P a g e


Oui Non

Suggestion de cinq (5) sujets de controverse

Observations

Reacutesultats drsquoapprentissage 32Deacutefinir les directives agrave suivre pour la seacutereacuteniteacute des deacutebats

Directives agrave suivre

Dureacutee drsquointervention

Toleacuterance

o Fixer le deacutelai drsquointervention et les

normes de toleacuterance

- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales

Organiser un deacutebat


Deacutefinition claire des directives agrave suivre pour la seacutereacuteniteacute des deacutebats

Ressource

s Activiteacutes drsquoApprentissage Contenus

203 | P a g e


Oui Non

Fixation de deacutelai drsquointervention

Fixation des normes de toleacuterance

Evitement de la monopolisationde la parole

Pas drsquointerruption pour les autres

Demande de la parole

Respect des avis des autres

Observations

Reacutesultats drsquoapprentissage 33Modeacuterer les interventions respectives des membres du groupe

Interventions des

membres du groupe

o Distribuer les interventions

o Ramener agrave lrsquoordre les violateurs

des directives convenues

- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales


Modeacuteration meacutethodique des interventions respectives des membres du

groupe


204 | P a g e


Oui Non

Distribution des interventions

Restauration drsquoordre des directives convenues

Observations

205 | P a g e

LU 4Conduire des reacuteunions

4


1 Elaborer lrsquoordre du jour 2 Exposer les regravegles agrave suivre et le deacuteroulement de la reacuteunion 3 Prendre les notes pour harmoniser les diverses interventions

8 Heures

Reacutesultats drsquoapprentissage 41 Elaborer lrsquoordre du jour

Ordre du jour o Fixer les grandes lignes de la reacuteunion - Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales

Organiser une reacuteunion


Elaboration adeacutequate de lrsquoordre du jour

Ressources


206 | P a g e


Oui Non

Fixation drsquoordre du jour en preacutecisant

Dureacutee de chaque activiteacute

Responsabiliteacutes

Observations

Reacutesultats drsquoapprentissage 42Exposer les regravegles agrave suivre et le deacuteroulement de la reacuteunion

Regravegles de reacuteunion agrave

suivre

Deacuteroulement de la

reacuteunion

o Elaborer des instructions sur le

deacuteroulement de la reacuteunion

- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales

Diriger une reacuteunion


Exposeacute introductif meacutethodique deacutefinissant les regravegles agrave suivre et le


Ressources


207 | P a g e


Oui Non

Elaboration des instructions sur le deacuteroulement de la reacuteunion

Veacuterification du quorum

Adoption de lrsquoordre du jour

Adoption du rapport de la reacuteunion preacuteceacutedente

Etat drsquoavancement des deacutecisions de la reacuteunion preacuteceacutedente

Examen deacutetailleacute de lrsquoordre du jour

Observations

Reacutesultats drsquoapprentissage 43Prendre les notes pour harmoniser les diverses interventions


suivre


reacuteunion



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales

Geacuterer une reacuteunion


Prise de notes meacutethodiques pour harmoniser les diverses interventions


208 | P a g e


Oui Non

Elaboration de synthegravese drsquoune reacuteunion tenant compte de

Prise de notes

Inteacutegration des interventions respectives

Structuration harmonieuse de dites interventions

Observations

209 | P a g e

LU 5Reacutediger et preacutesenter un exposeacute

5


1 Organiser les arguments dans une preacutesentation eacutecrite 2 Exploiter les regravegles de la rheacutetorique devant lrsquoauditoire 3 Conclure son exposeacute reprenant les grandes lignes drsquoune part et

deacutegageant des perspectives drsquoautre part

6 Heures

Reacutesultats drsquoapprentissage 51 Organiser les arguments dans une preacutesentation eacutecrite

Arguments

Preacutesentation

eacutecrite

o Reacutediger et preacutesenter des arguments - Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales

Preacuteparer un exposeacute


Meacutethodique des arguments dans une preacutesentation

Ressource


210 | P a g e


Oui Non

Organisation drsquoargumentation en preacutecisant

Introduction

Corps

Conclusion

Preacutesentation drsquoexposeacute en mettant en exergue (en soulignant) des points forts

de son argumentation

Observations

Reacutesultats drsquoapprentissage 52 Exploiter les regravegles de la rheacutetorique devant lrsquoauditoire

Regravegles de la

rheacutetorique

o Appliquer les regravegles de la rheacutetorique

dans son exposeacute

- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales

Srsquoexprimer individuellement


Exploitation meacutethodique des regravegles de la rheacutetorique devant lrsquoauditoire

Ressources


211 | P a g e


Oui Non

Application des regravegles de la rheacutetorique dans son exposeacute

Preacutecautions oratoires

Exposition

Argumentation

Conclusion

Observations

Reacutesultats drsquoapprentissage 53 Conclure son exposeacute reprenant les grandes lignes drsquoune part et

deacutegageant desperspectives drsquoautre part

Grandes lignes de

conclusion drsquoun

exposeacute

Deacutegageant des

perspectives de

conclusion drsquoun

exposeacute

o Elaborer la synthegravese de son exposeacute

o Deacutegager lrsquoespace dans sa conclusion

- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Conclusion concise et ouverte de son exposeacute reprenant les grandes lignes

drsquoune part et deacutegageant des perspectivesdrsquoautre part

Ressources


212 | P a g e


Preuveseacutecrites

Preuves orales

Clocircturer lrsquoexposeacute


Oui Non

Elaboration de synthegravese en deacutegageant trois grandes lignes de son exposeacute

Observations

Reacutefeacuterences

1 EDICEF ndash CNDP MINEDUC (2002) Apprenons le franccedilais au Rwanda ISBN 978-2-84129-826-

2 EacuteDOUARD BLED ET ODETTE BLED (1998) BLED Orthographe HACHETTE LIVRE

3 GREVISSE MAURICE (1990) Preacutecis de grammaire franccedilaise

4 LIBRAIRIE LAROUSSE (1972) Dictionnaire PETIT LAROUSSE en couleurs

5 MINISTERE DE LrsquoENSEIGNEMENT PRIMAIRE ET SECONDAIRE (1983) Ma Colline Meacutethode de

franccedilais pour les eacutecoles primaires 5egraveme Livre du maicirctre

6 NATIONAL CURRICULUM DEVELOPPEMENT CENTRE (2007) A lrsquounisson Meacutethode de franccedilais

ISBN 978-2-7531-0103-6

7 YDELATOUR et al (1991) Grammaire du franccedilais HACHETTE Paris

213 | P a g e

C C M M K 5 0 1 - MAWASILIANO MBALI MBALI YA KIOFISI KATIKA KISWAHILI

CCMMK501 Kujadili Mawasiliano mbali mbali ya Kiofisi katika Kiswahili

Daraja 5 Saazinazofaa

Idadiyavipindi 3 30

Idara Zote

Mikondo Yote

WakatiilipoandaliwaJanuari 2017

Lengo

Moduli hii inaeleza ujuzi na uwezo vinavyostahiliwa ili mwanafunzi aweze

Kujadili mawasiliano mbali mbali ya kiofisi kupitia njia ya kuzungumza na kuandika katika shughuli za kazi

Kutunga kimaandishi na kimazungumzo hati tofauti kwa kuzingatia kanuni na mitindo ya lugha ya kiswahili ifaavyo

Kuchambua kimazungumzo na kimaandishi hati za mawasiliano mbali mbali za kiofisi

Kuwasilisha hati mbali mbali mahali zinapotakiwa

214 | P a g e

Ujuzi wa awali Kutumia kiswahili katika sekta za kikazi

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 Vigezovyakitengo

1 Kutunga hati za mawasiliano

mbali mbali za kiofisi

11 Uwezo wa kuonyesha kwa mchoro sehemu kuu za hati

21 Uwezo wa kutumia mtindo wa lugha inayostahili

kulingana na hati

31 Uwezo wa kutunga hati za mawasiliano tofauti za

kiofisi

2 Kuchambua hati za mawasiliano


zilizopokewa

21 Uwezo wa kutambua kimaandishi aina za hati mbali

mbali

22 Uchambuzi wa Habari kuhusu utungaji wa hati fulani

23 Uchambuzi wa njia za mawasiliano zilizotumiwa

3 Kupanga mbinu za uwasilishaji

wa hati mbali mbali

31 Zingatio la mazingira ya uwasilishaji wa hati

inayohitajiwa

32 Zingatio la vifaa vinavyohitajiwa kuhitimisha

uwasilishaji

33 Zingatio la njia za uwasilishaji wa hati mbali mbali

215 | P a g e

LU 1Kutunga hati za mawasiliano mbali mbali za kiofisi

1

Yanayotegemewa

7 Uwezo wa kuonyesha kwa mchoro sehemu kuu za hati 8 Uwezo wa kutumia mtindo wa lugha inayostahili kulingana na

hati 9 Uwezo wa kutunga hati za mawasiliano tofauti za kiofisi

Saa10

Yanayotegemewa 11Uwezo wa kuonyesha kwa mchoro sehemu kuu za hati

Kifungu cha michoro ya hati za

Aina mbali mbali za barua

Ripoti

Simu ya mdomo

Simu ya kuandika

Risala

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano

o Kutega sikio

o Kusoma kimya

o Kusoma kwa makund

o Kuandika mchoro

- Vitabu vya

utungaji

- Vitabu vya

sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki

TathiminiEndelezi Arifu11

Mwongozo wa Tathimini Tathimini EndeleziArifu

Vigezo vya kitengo

Kuonyesha kwa mchoro sehemu kuu za hati

Vifaa Kazi ya mwanafunzi

Yaliyomo

216 | P a g e

Aina za thibitisho Vifaa

Kanda ya Filamu

Andishi

Hati za kiofisiza mawasiliano mbali mbali Uwasilisho wa sehemu kuu za hati sa hati mbali mbali

Yatakayochunguzwa Matokeo

Ndiyo Bado

MaonyeshoSehemu kuu za hati kwa mchoro

Orodha ya sehemu kuu za hati

Mchoro wa sehemu kuu za hati

Maoni

Yanayotegemewa 12Uwezo wa kutumia mtindo wa lugha inayostahili kulingana na hati

Kifungu cha mitindo ya

lugha

Lugha ya ishara

Lugha ya heshma

Istilahi za lugha

Lugha fasaha

o Kusoma

o Kutamka na kusikiliza

o Kutunga mifano ya hati za mawasiliano

kwa kutumia mtindo wa luhga

unaostahili

- Vitabu vya

utungaji

- Vitabu vya

sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki


Yaliyomo

217 | P a g e

Tathimin iEndelezi Arifu12

Mwongozo wa Tathimini Tathimini EndeleziArifu Aina za thibitisho Vifaa

Kanda Ya Filamu

Andishi

Utungaji wa hati Uwasilisho wa hati mbali mbali


Ndiyo Bado

Maonyesho Lugha inayostahili kwa utungaji wa hati

Mtindo wa lugha kulingana na walengwa

Mtindo wa lugha kulingana na aina ya hati

Maoni

Vigezovyakitengo

Kutumia mtindo wa lugha inayostahili kulingana na hati

218 | P a g e

Yanayotegemewa 13Uwezo wa kutunga hati za mawasiliano tofauti za kiofisi

Mbinu za kutunga hati

mbali mbali za

Barua

Ripoti

Simu ya mdomo

Simu ya kuandika

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano

o Kutunga hati mbali mbali katika makundi

o kutunga hati mbali mbali peke yake

o Kuigiza hati za kimazungumzo

- Vitabu vya

utungaji

- Vitabu vya sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki




Andishi

Simulizi

Kanda ya Filamu

Utungaji wa hati za mawasiliano tofauti za kiofisi Uwasilisho wa hati za mawasiliano tofauti za kiofisi

Vigezovyakitengo

Kutunga hati za mawasiliano tofauti za kiofisi


Yaliyomo

219 | P a g e


Ndiyo Bado

MaonyeshoHati za mawasiliano tofauti za kiofisi

Tungo sahihi

Mantiki

Maoni

220 | P a g e

LU 2Kuchambua hati za mawasiliano mbali mbali za kiofisi

2

Yanayotegemewa

1 Uwezo wa kutambua kimaandishi aina za hati tofauti 2 Uchambuzi wa habari kuhusu mtindo wa utungaji wa hati Fulani 3 Uchambuzi wa njia za mawasiliano zilizotumiwa

Saa10

Yanayotegemewa 21Uwezo wa kutumbua kimaandishi aina za hati tofauti

Kifungu cha hati mbali mbali

Barua

Ripoti

Simu ya mdomo

Simu ya kuandika

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano

o Kutega sikio hati inaotamkwa

o Kusoma kimya

o Kusoma katika makundi

- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki

TathiminiEndelezi Arifu 21


Vigezo vya kitengo

Kutambua kimaandishi aina za hati mbali mbali


Yaliyomo

221 | P a g e


Andishi

Simulizi

Ufahamu kimaandishi wa aina za hati mbali mbali Uwasilisho kuhusu aina za hati mbali mbali


Ndiyo Bado

Maonyesho Aina za hati mbali mbali

Viashiria vya kila hati

Lengo la kila aina

Maoni

Yanayotegemewa 22Uchambuzi wa habari kuhusu mtindo wa utungaji wa hati fulani

Kifungu cha hati

Mtungaji Wakati wa

kutunga Sababu za

utungaji Ujumbe

muhimu

o Kusoma hati tofauti

o Kugundua mtungaji

o Kugundua wakati zilizotungwa

o Kupanga mtiririko wa mambo muhimu

- Vitabu vya utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki

Tathimin iEndelezi Arifu 22


Yaliyomo

222 | P a g e



Andishi

Simulizi

Ufahamu

Uwasilisho habari kuhusu utungaji wa hati fulani


Ndiyo Bado

MaonyeshoHabari kuhusu utungaji wa hati fulani

Walengwa

Wakati wa kutunga

Lengo la utungaji

Maoni

Yanayotegemewa 23Uchambuzi wa njia za mawasiliano zilizotumiwa

Njia ya masimulizi

Njia ya maandishi ya hati tofauti

Baruwa pepe

Simu ya mdomo

Simu ya kuandika

o Kutoa umuhimu wa kila njia

o Kugundua na kujadili migogoro

ipatikanayo katika kila njia

o Kutoa mbinu za utatuzi wa migogoro

- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi


Yaliyomo

Vigezo vya kitengo

Uchambuzi wa habari kuhusu utungaji wa hati fulani

223 | P a g e

- Ubao

- Chaki




Andishi

Simulizi

Ufahamu wa njia za mawasiliano Uwasilisho kuhusu njia za mawasiliano

Vigezo vya kitengo

Uchambuzi wa njia za mawasiliano zilizotumiwa

224 | P a g e


Ndiyo Bado

Maonyesho Njia mbali mbali za mawasiliano

Umuhimu wa kila njia

Migogoro ya kila njia

Mbinu za utatuzi wa migogoro ya kila njia

Maoni

225 | P a g e

LU 3 Kupanga mbinu za uwasilishaji wa hati mbali mbali

3

Yanayotegemewa

1 Zingatio la mazingira ya uwasilishaji wa hati inayohitajiwa 2 Zingatio la sanii ya utungaji wa hati mbali mbali 3 Zingatio la njia za uwasilishaji wa hati mbali mbali

Saa10

Yanayotegemewa 31Zingatio la mazingira ya uwasilishaji wa hati inayohitajiwa

Mazingira ya uwasilishaji

Wapokeaji

Mila na desturi za

wapokeaji

Mandhari

Lugha inayohitajiwa

o Kutoa tabia za wapokeaji wa kila hati

o Kusikiliza na kutoa mifano ya lugha

inayotumiwa katika kila hati

o Kuonyesha mandhari

- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Vigezo vya kitengo

Zingatio la mazingira ya uwasilishaji wa hati inayohitajiwa


Yaliyomo

226 | P a g e


Andishi

Simulizi

Uchambuzi wa hati na mazingira yake Uwasilisho wa hati na mazingira yake


Ndiyo Bado

Manonyesho Mazingira ya uwasilishaji wa hati

Walengwa

Mila na desturi za walengwa

Mandhari

Maoni

Yanayotegemewa 32Zingatio la sanii ya utungaji wa hati mbali mbali

Sanii za utungaji

Aina za karatasi Lafudi na shada Rangi Hati (herufi)


o Kujadili sifa za matini katika makundi

o Kutunga tungo fupi kwa kutumia sifa

zilizotajwa

- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki

Tathimini Endelezi Arifu 32


Yaliyomo

227 | P a g e



Andishi

Simulizi

Kanda ya filamu

Uchambuzi wa sanii ya hati mbali mbali


Ndiyo Bado

Maonyesho sanii ya utungaji wa hati mbali mbali

Orodha ya vifaa kulingana na hati

Umuhimu wa kila kifaa

Maoni

Yanayotegemewa 33Zingatio la njia za uwasilishaji wa hati mbali mbali

Ana kwa ana

Simu

Mtandao

Posta

o Kutoa sifa za kila njia




- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao


Yaliyomo

Vigezo vya kitengo

Zingatio la sanii ya utungaji wa hati mbali mbali

228 | P a g e

- Kamusi

- Ubao

- Chaki




Andishi

Simulizi

Uchambuzi wa hati mbali mbali

Vigezo vya kitengo

Zingatio la njia za uwasilishaji wa hati mbali mbali

229 | P a g e

Marejeo

1 NKwera FVM(1985) Sarufi na Fasihi Sekondari na Vyuo Tanzania Publishing House

Dar es Salaam

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

3 Wamitila KW(2003) Kamusi ya Fasihi Istilahi na Nadharia Nairobi Focas Book

4 Hassan O Aliamp Ali Mazrui (2004) Teach yourself SwahiliNairobi Oxford University

Press

5 NiyomugaboC (2013) Mafunzo ya Kiswahili kitabu cha mwanafunzi Kidato cha tano

fountain Publisher Rwanda Kigali

6 (2013) Mafunzo ya Kiswahili Kitabu cha mwanafunzi kidato cha sita Fountain

Publisher Rwanda Kigali

7 Wekesa SP (2000) Uandishi wa Insha Nairobi Acacia Stantex Publishers


Ndiyo Bado

Maonyesho Njia za uwasilishaji wa hati mbali mbali

Sifa za kila njia

Migogoro katika kila njia


Maoni

230 | P a g e

C C M B O 5 0 1 - BUSINESS ORGANISATION

CCMBO501 Organize a business


Credits 3 30

Sector All

Sub-sector All


Purpose statement

This module covers the skills knowledge and attitude to organize a business which is linked to

organizational strategic outcomes and facilitates the achievement of service delivery The module will

allow the learner to identify activities to be accomplished before real business operations create a

productive working environment run real business operations and monitor and evaluate the business

231 | P a g e


Business plan development







1 Identify activities to be

accomplished before real

business operations

11 Proper verification of business start-up

requirements

12 Accurate recruiting of employees in line with task

requirements

13 Effective performing purchasing of business

requirements in line with business plan

2 Create a productive working

environment

21 Accurate setting business ethical conduct

22 Effective assigning of responsibilities in accordance

with organisation structure

23 Permanent matching personal characteristics with

business requirements

24 Proper maintain good relationship with customers

and suppliers

3 Run real business operations 31 Proper setting of short-term business goals

32 Accurate optimizing the utilization of available

resources

33 Regular employing targeted promotional and

marketing campaigns

4 Monitor and evaluate the

business

41 Clear preparation of a daily report of business

activities

42 Regular organization of employeersquos meeting in

accordance with customerrsquos inquiries and needs

43 Regular consultation of business plan

232 | P a g e

LU 1 Identify activities to be accomplished for real business operations

1

Learning Outcomes

1 Verify business start-up requirements 2 Recruit employees in line with task requirements 3 Perform purchasing of business requirements in line with

business plan

5 Hours

Learning Outcome 11 Verify business start-up requirements

Meaning of business requirements

Steps of business requirements estimation

Business location

Working place layout

Office equipment

Office furniture

Raw materials for initial storage

Production equipment and machinery

Production consumables

Start-up finances Quantity of financial

needs

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 - Post note


233 | P a g e

Sources finances Allocation of finance

resources





Written evidence

Product evidence

Essayampcase studies True or false question A produced start up plan

Checklist Score

Yes No

Indicator Business requirements are well discussed

Indicator Steps of business requirements estimation are well enumerated

Indicator Business location is well identified

Working place layout is well done

Office equipment is well prepared

Office furniture is well prepared

Indicator Raw materials for initial storage are well identified


Proper verification of business start-up requirements

234 | P a g e

Production equipment and machinery are well identified

Production consumables are well identified

Indicator Start-up finances are well worked-out

Quantity of financial needs are well estimated

Sources finances are well identified

Allocation of finance resources is well done

Observation

Learning Outcome 12 Recruit employees in line with task requirements

Meaning of employee recruitment

Functions of employeesrsquo recruitment Job design and development Identifying and seeking

candidates Receiving and tracking

applicants Reference and background

checks Testing Interview Evaluation and hiring

Principles of strategic employee

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

- Flipchart - Marker pens - Pens - Internet - Reference books - Case studies - Scenarios - Employee recruitment

template


Content

235 | P a g e

recruitment

Factors influencing employeesrsquo recruitment Internal factors

Budget constraints Expected or trend of

employee separations Production levels Sales increases or decreases Global expansion plans

External factors Changes in technology Changes in laws Unemployment rates Shifts in population Shifts in urban suburban

and rural areas Competition

Recruitment process Staffing plans and forecasting Write the job description and

job specifications Confirm job analysis Have a bidding system to

recruit and review internal candidate qualifications for possible promotions

Determine the best recruitment strategies for the position

Implement a recruiting strategy





Accurate recruiting of employees in line with task requirements

236 | P a g e


Oral evidence

Product evidence

Observation checklist Number of employees recruited

Checklist Score

Yes No

Indicator Employee recruitment is well discussed

Indicator Functions of employeesrsquo recruitment are well discussed

Job design and development is well done

Identifying and seeking candidates is well done

Receiving and tracking applicants is well done

Reference and background checks are well done

Testing is well done

Interview is well conducted

Evaluation and hiring is well done

Indicator Principles of strategic employee recruitment are well applied

Indicator Factors influencing employeersquos recruitment are well identified

Internal factors are well considered

External factors are well applied

Indicator Recruitment process is well done

Staffing plans and forecasting are well done

Job description and job specifications are well described

237 | P a g e

Job analysis is well confirmed

Bidding system to recruit and review internal candidate qualifications for possible promotions are well done

Best recruitment strategies for the position is well determined

Recruiting strategy is appropriately implemented

Observation

Learning Outcome 13 Perform purchasing of business requirements in line with business plan

Meaning of purchasing

Purpose of purchasing

Types of purchasing Centralised purchasing Decentralised purchasing

Principles of purchasing Right price Right quality Right quantity Right time Right place

Purchasing procedures Meaning Steps involved in

purchasing procedures

Documents used in purchasing procedures Material requisition form Inquiry Reply Purchase order Advice note Delivery note Invoice Credit status inquiry


- Flipchart - Marker pens - Pens - Internet - Reference books - Case studies - Scenarios - Template of documents

used in purchasing process


238 | P a g e

Debit note Credit note Receipt Statement of account

Meaning of suppliers

Factors influencing choice of effective suppliers





Written evidence

Multiple choice exercises Essayamp Case studies True or false questioning Sentence completion

Checklist Score

Yes No

Indicator Purchasing is well discussed

Indicator Purpose of purchasing is well identified

Indicator Types of purchasing are well identified

Centralised purchasing is well discussed

Indicator Principles of purchasing are well identified


Effective performing purchasing of business requirements in line with business

plan

239 | P a g e

Price is well determined

Quality is well identified

Quantity is well identified

Time is well determined

Place is well chosen

Indicator Purchasing procedures are well applied

Purchasing procedures are well discussed

Steps involved in purchasing procedures are well stated

Indicator Documents used in purchasing procedures are well prepared

Inquiry is well done

Reply document is well prepared

Purchase order is well prepared

Advice note is well prepared

Indicator Meaning of suppliers is well discussed


Observation

240 | P a g e

LU 2Create a productive working environment

2

Learning Outcomes

1 Set business ethical conduct 2 Assign responsibilities in accordance with organization structure 3 Match personal characteristics with business requirements 4 Maintain good relationship with customers and suppliers

7 Hours

Learning Outcome 21 Set business ethical conduct

Define term ethical conduct

Objectives of ethical conduct in a business

Rules and regulations of the business Positive attitude

required to business members

sanctions proposed by the law in business

Types of unethical behaviour in a business Mistreating Employees Financial Misconduct Misrepresentation

Techniques of encouraging a positive ethical behaviour in business Rewards Expectations Training

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

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

templateIncluding questions that guiding trainee to write a business plan


Content

241 | P a g e

Policies

Ways to address unethical behaviour at the workplace

Methods of handling unethical conduct in business

Importance of positive ethical conduct in the business





Written evidence

Oral evidence

Multiple choice exercises Essayamp Cases study True or false questioning Sentence completion

Problem solving Observation checklist

Checklist Score

Yes No

Indicator Ethical conduct is well defined

Indicator Objectives of ethical conduct in a business are well discussed

Indicator Rules and regulations of the business are stated

Positive attitude required to business members are well applied


Accurate setting business ethical conduct

242 | P a g e

Sanctions proposed by the law in business are well applied

Indicator Types of unethical behavior in a business are well discussed

Mistreating Employees is well discussed

Financial Misconduct is well discussed

Misrepresentation is well discussed

Indicator Techniques of encouraging a positive ethical behavior in business are well discussed

Rewards are well discussed

Expectations are well discussed

Training is well discussed

Policies are well discussed

Indicator Ways to address unethical behavior at the workplace are well discussed

Indicator Methods of handling unethical conduct in business are well identified

Indicator Importance of positive ethical conduct in the business is well discussed

Observation

243 | P a g e

Learning Outcome 22 Assign responsibilities in accordance with organisation structure

Meaning of responsibilities assignment in business

Attribution of responsibilities Estimation of volume of task Determination of taskrsquos

requirements Allowing time to the volume

of task

Responsibility assignment matrix RAC (Responsible

Accountable Consulted and Informed)








Written evidence

Oral evidence

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


Effective assigning of responsibilities in accordance with organization structure


244 | P a g e

Checklist Score

Yes No

Indicator Meaning of responsibilities assignment in business is well discussed

Indicator Attribution of responsibilities is well done

Estimation of volume of task is well done

Determination of taskrsquos requirements is well done

Allowing time to the volume of task is well done

Indicator Responsibility assignment matrix is well discussed

RAC (Responsible Accountable Consulted and Informed)

Observation

Learning Outcome 23 Match personal characteristics with business requirements

Self-assessment of time management practices Defining tool of

assessment Self-Assessment Measuring gap between

personal characteristics and business requirements

Defining strategies to eliminate gaps

Self-assessment in motivating employeesrsquo practices Defining tool of





245 | P a g e




Self-assessment in financial practices Defining tool of




Self-assessment in inventory practices Defining tool of






performance criterion has been achieve


Permanent matching personal characteristics with business requirements

246 | P a g e


Written evidence

Oral evidence


Checklist Score

Yes No

Indicator Self-assessment of time management practices are well discussed

Tool of assessment is well defined

Self-Assessment is well done

Gap between personal characteristics and business requirements are well measured

Strategies to eliminate gaps are well defined

Indicator Self-assessment in motivating employeesrsquo practices is well discussed





Indicator Self-assessment in financial practices are well done





247 | P a g e

Indicator Self-assessment in inventory practices are well discussed

Defining tool of assessment is well done


Measuring gap between personal characteristics and business requirements is well done

Defining strategies to eliminate gaps is well done



Observation

Learning Outcome 24 Maintain good relationship with customers and suppliers

Meaning of a term relationship in a business

Purpose of maintaining a good relationship with customers


- Flipchart - Marker pen - Pen - Internet - Reference books


248 | P a g e

and suppliers

Methods used to Maintain good relationship with customers suppliers

Importance of maintaining good customers and suppliersrsquo relationship to the business With customers With suppliers

Ways to address Customer complaints Suppliers complaints

Manual procedures for business operations as tool for maintain customer and suppliersrsquo relationship

- Case studies - Business plan






Oral evidence

Written evidence



Proper maintaining of good relationship with customers and suppliers

249 | P a g e

Checklist Score

Yes No

Indicator term relationship in a business is well defined

IndicatorPurpose of maintaining a good relationship with customers and suppliers is well done

Indicator Methods used to Maintain good relationship are well identified

Customers are well maintained

Suppliers are well maintained

Indicator Importance of maintaining good customers and suppliersrsquo relationship to the business



Indicator ways to address customers and suppliers complains are well discussed

Indicator Manual procedures for business operations as tool for maintain customer and suppliersrsquo

relationship are well discussed

Observation

250 | P a g e

LU 3 Run real business operation

3

Learning Outcomes

1 Set of short-term business goals 2 Optimize the utilization of available resources 3 Employ targeted promotional and marketing campaigns

10 Hours

Learning Outcome 31 Set of short-term business goals

Defining business goals

Categorization of business goals Long-term goals Medium goals Short-term goals

Setting business Long-term goals Medium goals Short-term goals


- Flipchart - Marker pen - Pen - Internet - Reference books - Case studies - Risk analysis template





Proper setting of short-term business goals


251 | P a g e


Written evidence

Oral evidence

Multiple choice exercises Essayamp Cases study

True or false questioning Sentence completion Observation checklist

Checklist Score

Yes No

Indicator Business goals are well defined

IndicatorCategorization of business goals

Long-term goals

Medium goals

Short-term goals

IndicatorSetting business

Long-term goals

Medium goals

Short-term goals

Observation

252 | P a g e

Learning Outcome 32 Optimize the utilization of available resources

Meaning of business resources

Types of business resources Financial resources Assets Human resources Technological resources

Purpose of optimizing the utilisation of available resources

Methods to optimise utilisation of available resources

Methods used to control utilisation of resources Procedures of using

resources Targeted result Anticipated emergencies

in planning Inventory planed

Importance of optimizing available resources for Employees Business owners Business stakeholders

o Brainstorming on identifying meaning of key words

o Oral presentation Demonstration of contingency plan samples

o Group discussion o Documentary research o Internet research o Practical exercise on identifying

risk to be covered by a contingency plan

- Flipchart - Markers - Pen - Internet - Reference books - Case studies - Business plan - Computer





Written evidence

Oral evidence



Accurate optimizing the utilization of available resources


253 | P a g e

Checklist Score

Yes No

Indicator Meaning of business resources is well defined

Indicator Types of business resources are well identified

Financial resources re well identified

Assets are well identified

Human resources are well identified

Technological resources are well discussed

Indicator Purpose of optimizing the utilisation of available resources is well discussed

Indicator Methods to optimise utilisation of available resource are well identified

Indicator Methods used to control utilisation of resources are well identified

Procedures of using resources are well identified

Targeted result is well discussed

Anticipated emergencies in planning are well done

Inventory planed is well done

Indicator Importance of optimizing available resources is well discussed

Employees

Business owners

Business stakeholders

Observation

254 | P a g e

Learning Outcome 33Employ targeted promotional and marketing campaigns

Product promotion Meaning Aspects of product

promotion Advertising product or brand

Generating sales Creating brand loyalty

Elementstoolspiece of promotional miplan

Public relationspublicity Advertising Sales promotion Personal selling Direct marketing

Promotional strategies Get the most out of social media

Generate conversation with swag

Offer incentives with targeted landing pages

Appeal locally and create an event

Boost your brand with education

Establishing promotional mixplan

Marketing campaign



o Group discussion o Documentary research o Internet research o Practical exercise on defining

contingency plan

- Flipchart - Markers - Pen - Internet - Reference books - Case studies - Role play scenarios - Business plan - Computer


255 | P a g e

Meaning Aspects of marketing

campaign

Components of marketing campaign

Marketing Offer Creation

Goal Setting Landing Page Drive Traffic Lead Nurturing End ampAnalyze Your Campaign

Views Leads Customers

Marketing campaign strategy

Clear amp concise calls-to-action

Hyper-target to a niche Audience

Create a story that speaks to all Medias

Make it easy to Share Inspire interaction Use a memorable and repeatable Spokesperson





Regular employing targeted promotional and marketing campaigns

256 | P a g e


Written evidence

Oral evidence

Multiple choice exercises Essayamp Cases study True or false questioning

Sentence completion Observation checklist

Checklist Score

Yes No

Indicator Product promotion is well discussed

Meaning is well discussed

Aspects of product promotion is well verified

Elementstoolspiece of promotional miplan is well identified

Promotional strategies are well identified

Establishing promotional mixplan is well done

IndicatorMarketing campaign is well discussed


Aspects of marketing campaign well identified

Marketing campaign strategy is well discussed

Observation

257 | P a g e

LU 4 Monitor and evaluate the business

4

Learning Outcomes

1 Prepare a daily report of business activities 2 Organize employeersquos meeting in accordance with customerrsquos

inquiries and needs 3 Consult to business plan

8 Hours

Learning Outcome 41 Prepare a daily report of business activities

Meaning of business daily report

Purpose of business daily report

Format of daily report of business activities

Importance of business daily report to the business

o Brainstorming on present the business plan

o Demonstration on present the business plan

o Practical exercise on present the business plan

- Flipchart - Markers - Pen - Internet - Reference books - Case studies - play scenarios - Computer



Clear preparation of a daily report of business activities


258 | P a g e




Written evidence


Checklist Score

Yes No

Indicator Meaning of business daily report is well discussed

Indicator Purpose of business daily report is well identified

Indicator Format of daily report of business activities is well done

Indicator Importance of business daily report to the business is well discussed

Observation

259 | P a g e

Learning Outcome 42 Organize employeersquos meeting in accordance with customerrsquos inquiries

and needs

Meaning of effective employeesrsquo meeting

Purpose of employeersquos meeting

Meaning of customer inquiries and needs

Ways of gathering customerrsquos inquiries and needs

Steps ofeffective employeersquos meeting

Setting meeting objectives

Preparing meeting requirements

Running employeersquos meeting

Ways to make employee

meeting more engaging

Facilitate brainstorming session

Stand up Set meeting goals

together Offer incentives and

rewards Set a clear framework

in advance

o Brainstorming on communication of business plan strategy and outcomes

o Role play on communication of business plan strategy and outcomes

- Flipchart - Markers - Pen - Internet - Reference books - Case studies - scenarios - Computer - Internet





Regular organization of employeersquos meeting in accordance with customerrsquos

inquiries and needs


260 | P a g e


Written evidence

Oral evidence


Checklist Score

Yes No

IndicatorMeaning of effective employeesrsquo meeting

IndicatorPurpose of employeersquos meeting

Indicator Meaning of customer inquiries and needs

Indicator Steps of effective employeersquos meeting

Indicator Stepsof effective employeersquos meeting




Observation

261 | P a g e

Learning Outcome 43 Consult to business plan

Purpose of business plan for the business

Purpose of consulting business plan during a business operation

Critical part of the business to be considered while running business

Identification of what to be consulted in your business plan

Using business plan as tool

o Brainstorming on importance of presenting business plan

o Role play on importance of presenting business plan

- Internet - Reference books - Case studies - scenarios - Computer - Internet





Oral evidence

Product evidence

Proposed tools Observation checklist A produced consultation plan


Regular consultation of business plan


262 | P a g e

Checklist Score

Yes No

IndicatorPurpose of business plan for the business

IndicatorPurpose of consulting business plan during some business operations

Indicator Critical part of the business to be considered while running business

Indicator Identification of what to be consulted in your business plan

Indicator Using business plan as tool

Observation

263 | P a g e

Reference books

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) Business accounting tenth edition

UK Pearson Education Limited

4 Read more

httpwwwbusinessdictionarycomdefinitionbreakeven-pointhtml

264 | P a g e

G E N A M 5 0 1 - MATHEMATICS

GENAM501 Apply general mathematics


Credits 7 70

Sector All

Sub-sector All


Purpose statement

This general module describes the knowledge skills and attitude required to apply mathematics At the

end of this module the trainee of Level Fivewill be able to apply fundamentals oftrigonometry complex

numbers and determine with analysis numerical functions Heshe will also be able to apply

fundamentals of differentiation natural logarithmic and exponential functions integration measure of

dispersion and interpret bivariate data As Mathematics is a tool of different fields this module will be

useful to trainee as a means of both measuring and improving their understanding of Mathematics and

heshewill be prepared to perform well in higher education or anywhere in any fields that require some

knowledge of mathematicsas well as working in design maintenance of electricity work financial and

economicsgood performance in critical thinking and so on

265 | P a g e


Not applicable



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



1 Apply fundamentals of trigonometry 11 Appropriate description of angles based on rotating an initial side about a fixed point to terminal considered position

12 Appropriate determination of trigonometric ratiosbased on isosceles rightangled triangle and equilateral triangle

13 Appropriate description of trigonometric identities based on comparison of trigonometric ratios of two defined angles

14 Perfect solving of trigonometric equationsbased ontrigonometric ratios

15 Appropriate solving of agiven triangle based on Pythagorean Theorem and trigonometric ratios

2 Apply fundamentals of complex numbers

1 Adequatedescriptionof complexnumbers based on calculation process

2 Proper application of operations on complex numbersbased on calculationstheory

3 Perfect calculation of complex numbers in polar form based on modulus and argument of given complex numbers

3 Determine and analyze numerical functions

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

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

266 | P a g e

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

34 Accurate determination of the asymptotes to the rational and polynomial functions based on limits calculation

4 Apply fundamentals of differentiation

41 Proper determination of derivative from given definition

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

43 Appropriate application of derivativebased on definitions and calculation of derivatives

44 Accurate curve sketching of a numerical functionfrom the table of variation of the given function

5 Apply natural logarithmic functions

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

52 Accurate calculation of limit of natural logarithmic functions based on logarithmic properties

53 Appropriate solving ofequations involving logarithms based on domain of validity

54 Perfect differentiation of natural logarithmic functions according to differentiation definition

55 Accurate curve sketching of logarithmic functions based on table of variation

6 Apply exponential functions

61 Accurate determination of the domain of definition of function based on existence condition

62 Adequate calculation of limit of exponential functions based on properties of exponentials

63 Appropriate determination of solutions of exponential equations according to domain of validity

64 Perfect differentiation of exponential functions based on definition of derivative

65 Adequate curve sketching of exponential functions

267 | P a g e

according to the table of variation

7 Apply fundamentals of integrals

71 Proper determination of primitive functions based on definition

72 Proper calculation of definite integrals based on definition

73 Proper application of definite integrals through sketching and calculations

8 Identify measures of dispersion and interpret bivariate data

81 Accurate determination of measures of dispersion according to definitions and calculations

82 Appropriate identification of bivariate data measures based on definitions and calculations

83 Appropriate determination of regression line based on calculations and plotting

268 | P a g e

LU 1Apply fundamentals of trigonometry

1

Learning Outcomes

1 Describe angle 2 Determine trigonometric ratios 3 Apply trigonometric identities 4 Solve trigonometric equations 5 Solve triangle

5 Hours

Learning Outcome 11 Describe angles

Angle definition Rotation

Angles measurement Radian Degree

Units conversion

Pythagorean theorem

o Practical exercises on rotation

o Group discussion on rotation

o Documentary Research

- Ruler - Compass - Protractor - Books - Hand-out notes - Internet





Appropriate description of angles based on rotating an initial side about a

fixed point to terminal considered position


269 | P a g e


Written evidence Open questions

Multiple questions

Checklist Score

Yes No

IndicatorAngle is well defined

Rotation of a point through a given angle is well done

Application of required direction orientation

Definition of radian is well given

Definition of degree is well given

IndicatorAngles are accurately measured

Measurements in radians are accurately done

Measurements in degrees are accurately done

Indicator Units conversion is accurately done

Conversion of radians into degrees is accurately done

Conversion of degree into radians is accurately done

IndicatorPythagorean theorem is well applied

Calculation of hypotenuse given the 2 sides of the right triangle is accurately done

Calculation of a side of the right triangle given hypotenuse and one of its other sides is accurately done

Observation

Learning Outcome12Determine the trigonometric ratios

Definition of

trigonometric ratios

Sine

Cosine

Tangent

Cosecant

Secant

cotangent

Calculation of

o Group discussion on


o Illustration of right triangle and

isosceles triangle

o Practical activity on trigonometric

ratiosfor special angles

o Documentary research

- Ruler - T-square - Protractor - Books - Hand-out notes - Internet


Content

270 | P a g e

trigonometric ratios of

special angles

030

045

060





Written

Open questions

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No

IndicatorTrigonometric ratios are defined

Definition of sineis well given

Definition of cosineis well given

Definition of tangentis well given

Definition of cosecant is well given

Definition of secant is well given

Definition of cotangent is well given

IndicatorCalculation of trigonometric ratios of special angles is done

Calculation of Trigonometric ratios of 030 is accurately done


Appropriate determination of trigonometric ratios based on isosceles right

angled triangle and equilateral triangle

271 | P a g e


Calculation ofTrigonometric ratios of 060 is accurately done

Observation

Learning Outcome 13 Apply trigonometric identities

Relationship between

trigonometric ratios of some

angles

Complementary

angles

Supplementary angles

Trigonometric ratios of Sum or

difference of two angles

Sine

Cosine

Tangent

Trigonometric ratios of double

angle

Sine

Cosine

Tangent

o Brainstorming on trigonometric identities

o Practical exercises on trigonometric identities

o Internet research

- Ruler - T-square - Protractor - Scientific calculator - Books - Hand-out notes - Internet



Appropriate description of trigonometric identities based on comparison of

trigonometric ratios of two defined angles


272 | P a g e




Written evidence

Open questions

Multiple questions

Short question

Checklist Score

Yes No

IndicatorComparison between trigonometric ratios of complementary angles is done

Sine for Complementary anglesis properly determined

Cosine for Complementary anglesis properly determined

Tangent for Complementary angles is properly determined

Indicator Comparison between trigonometric ratios of supplementary angles is done

Sine for supplementary anglesis properly determined

Cosine for supplementary anglesis properly determined

Tangent for supplementary anglesis properly determined

IndicatorTrigonometric ratios of Sum of two angles are identified

Sine of sum of two anglesis properly determined

Cosine of sum of two anglesis properly determined

Tangent of sum of two anglesis properly determined

IndicatorTrigonometric ratios of difference of two angles are identified

Sine of difference of two anglesis properly determined

Cosine of difference of two anglesis properly determined

Tangent of difference of two anglesis properly determined

IndicatorTrigonometric ratios of double angle are identified

Sine of double angleis properly determined

Cosine of double angleis properly determined

Tangent of double angleis properly determined

Observation

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Learning Outcome 14 Solve trigonometric equations

Solution of equations reducible to the form

sin 1x k k

cos 1x k k

tan x b

sin nx k

cosnx k

Solution of equation of the

form sin cosa x b x c

o Brainstorming on different forms of trigonometric equations

o Practical exercises on different forms of trigonometric equations


- Mathematics books - Scientific calculator - Internet





Written evidence

Open questions

Multiple questions

Short questions

Checklist Score

Yes No

IndicatorThe given equation is correctly solved

Solution of Equation reducible to the form sin 1x k k is accurately

found

Solution of Equation reducible to the form cos 1x k k is accurately

found


Perfect solving of trigonometric equations based on trigonometric ratios


274 | P a g e

Solution of Equation reducible to the form tan x b is accurately found

Solution of Equation reducible to the form sin nx k is accuratelyfound

Solution of Equation reducible to the form cosnx k is accurately found

Solution of Equationsof the form sin cosa x b x c is accurately found

Observation

Learning Outcome 15 Solve triangle

Methods of solving triangle

Sine law Cosine law

o Brainstorming on trigonometric ratios and Pythagorean theorem

o Practical exercises on different forms of triangle equations







Written evidence

Open questions

Short questions


Appropriate solving of a given triangle based on Pythagorean Theorem and



275 | P a g e

Checklist Score

Yes No

IndicatorSine law is well applied

Determination of a side of a triangle given one of its sides and two of its corresponding anglesis accurately done

Determination of angles of a triangle given its three corresponding sides and one of its angleappropriately done

IndicatorCosine law is well applied

Determination of a side of a triangle given its opposite angle and two of its other sides accurately done

Determinationof angles of a triangle given its three sides is appropriately done

Observation

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LU 2 Apply fundamentals of complex numbers

2

Learning Outcomes

1 Conceptualize complex numbers 2 Operate on complex numbers 3 Perform calculations of complex numbers in polar form

5 Hours

Learning Outcome 21 Conceptualize complex numbers

Description of complex numbers

Definition and properties of i Real part Imaginary part

Set of complex number

Geometric representation of a complex number

Argand diagram

o Group discussion on imaginary number

o Practical exercises on representation of a complex number


- Books - Internet - Hand-out notes





Adequate description of complex numbers based on calculation process


Content

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Written evidence Multiple choice questions Open questions

Checklist Score

Yes No

IndicatorConcept of a complex number is achieved

Definition of imaginary number i is well given

Application of properties of i is appropriately done

Identification of real part of a complex number is appropriately given

Identification of imaginary part of a complex numberis appropriately given

Definition of a set of complex numbersis well given

IndicatorGeometric representation of a complex number is done

Location of a point in Argand diagram is appropriately done

Location of a vector in Argand diagramis appropriately done

Observation

Learning Outcome 22Operate on complex numbers

Calculations in

Addition Subtraction Multiplication Division Modulus of a complex number Square roots of a complex

number

Solving equations in Quadratic equations

o Group discussion on operations on complex numbers

o Practical exercises on

solving equation in o Documentary Research




Proper application of operations on complex numbers based on calculations

theory


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


Written evidence

Short question on calculation Open questionson calculations in the field of complex number

Checklist Score

Yes No

IndicatorCalculations in is well performed

Addition is well done

Subtractionis well done

Multiplicationis well done

Divisionis well done

Modulus of a complex numberis accurately determined

Square roots of a complex number is accurately determined

IndicatorSolutions of given equations are properly found

Solving quadratic equations in is well done

Observation

Learning Outcome 23 Perform calculations of complex numbers in polar form

Definitions Argument of a complex number Polar form of a complex number

Calculations Polar form of product and

quotient of two complex numbers

Power of complex number in polar form

De Moivrersquos theorem Changing a complex number from

polar form to algebraic form and vice versa

o Group discussion on set of complex number

o Practical exercises o Documentary Research



279 | P a g e




Written evidence

Multiple questions on determination of argument of a complex number

Open questions on determination of complex numberrsquos polar form

Checklist Score

Yes No

IndicatorArgument is defined

Determination of argument of a complex number is appropriately done

IndicatorPolar form is accurately indicated

Polar form of a given complex number is properly determined

IndicatorCalculation is performed

Determination of polar form of a product of two complex numbersis appropriately done

Determination of polar form of a quotient of two complex numbers is appropriately done

Calculation of a power of complex numbers in polar form is accurately done

Application of DeMoivrersquos formulais properly done

Change from polar form to algebraic form is properly done

Change from algebraic form to polar form is properly done

Observation


Perfect calculation of complex numbers in polar form based on modulus and argument of given complex numbers

280 | P a g e

LU 3 Determine and analyze numerical functions

3

Learning Outcomes

1 Determine the domain and range of numerical function

2 Identify thesymmetry of numerical function

3 Determine limits of a function

4 Determine the asymptotes to the rational and polynomial functions

10 Hours

Learning Outcome 31 Determine the domain and range of numerical function

Definitions Existence

condition Domain of

definition of a function

Range of a function

Calculations Domain of


Range of a function

o Group discussion on existence condition

o Practical exercises determination of domain and range of a function




Content

281 | P a g e





Written evidence Short questions Open questions Matching

Checklist Score

Yes No

IndicatorDefinition is well given

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

Concept of range (all possible outcomes) is properly given

IndicatorCalculation is accurately done

Determination of domain of definition is appropriately done

Determination of range is appropriately done

Observation

Learning Outcome 32Identify the symmetry of numerical function

Even function

Odd function

o Group discussion symmetry of

numerical function

o Pairing work





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

existence condition

282 | P a g e





Written evidence Open questions Short questions

Checklist Score

Yes No

IndicatorParameters that influence symmetry are well identified

Identification of even function

Identification of odd function

Observation

Learning Outcome 33Determine limits of a function

Finite limits

Infinite limits

Limit at infinity

Indeterminate case

0

0


calculation of limits

o Pairing work

o Practical exercises on calculation of limits





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

definitions of key words (even and odd)

283 | P a g e

0





Written evidence

Open questions Short questions

Checklist Score

Yes No

IndicatorDetermination of limit is well done

Finite limits are accurately determined

Infinite limitsare accurately determined

Limit at infinityare accurately determined

Indeterminate caseare accurately determined

IndicatorDetermination of limit for indeterminate case is accurately performed

0

0

0

Observation


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

284 | P a g e

Learning Outcome 34 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







Written evidence

Open questions

Short questions


Accurate determination of the asymptotes to the rational and polynomial

functions based on limits calculation


285 | P a g e

Checklist Score

Yes No


Definition of Boundaries of domain of definition is properly given

Definition of Horizontal asymptote is perfectly given

Definition of Vertical asymptoteis perfectly given

Definition of Oblique asymptoteis perfectly given


Determination of Horizontal asymptote is appropriately done

Determination of Vertical asymptoteis appropriately done

Determination of Oblique asymptoteis appropriately done

Observation

286 | P a g e

U 4Apply fundamentals of differentiation

4

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

15 Hours

Learning Outcome 41Determine 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






Proper determination of derivative from given definition


Content

287 | P a g e


Written evidence


Checklist Score

Yes No

IndicatorDefinition is given

Definition of derivative is well 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 functionis accurately done

Calculation of derivative of a rational functionis accurately done

Calculation of derivative of an irrational functionis accurately done

Calculation of successive derivativeis accurately done

Observation

Learning Outcome 42 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






Written evidence

Short questions Open questions


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

tangent and secant line


288 | P a g e

Checklist Score

Yes No

Indicator Interpretation of derivative is correctly given

Geometricinterpretation of a derivative is correctly given

Kinematical meaning of a derivativeis correctly given

Observation

Learning Outcome 43Apply 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






Written evidence



Appropriate application of derivative based on definitions and calculation of

derivatives


289 | P a g e

Checklist Score

Yes No

Indicator Application of derivative is accuratelydone

Determination of tangent at a point of a functionis properly done

Determination of increasing interval is appropriately done

Determination of decreasing intervalis 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 curveis appropriately done

Determination of inflexion point on a curveis accurately done

Observation

Learning Outcome 44Sketch 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


- Ruler - Scientific

calculator - Pencil - Books - Internet - Hand-out notes




Accurate curve sketching of a numerical function from the table of variation of

the given function


290 | P a g e


Written evidence

Short questions Open questions 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 functionis properly done

Curve sketching of irrational functionis properly done

Observation

291 | P a g e

Learning Outcome 51 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 workon determination of domain of definition

- Hand-out notes - Reference books - Internet





Written evidence

Short questions

Open questions

LU 5 Apply natural logarithmic functions

5

Learning Outcomes

1 Determine the domain of definition of natural logarithmic

functions

2 Calculate limit of natural logarithmic functions

3 Solve equations involving logarithms

4 Perfect differentiation of natural logarithmic functions

5 Sketch the curve of logarithmic functions

10 Hours


Proper determination of the domain of natural logarithmic functions based on

existence conditions


292 | P a g e

Checklist Score

Yes No

IndicatorExistence condition is appropriate to the given function

Determination of existence conditions is well given

IndicatorDetermination 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 52 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 - Internet - Hand-out notes





Written evidence

Short questions

Open questions


Accurate calculation of limit of natural logarithmic functions based on

logarithmic properties


293 | P a g e

Checklist Score

Yes No

IndicatorCalculation is perfectly done

Finite limitsare accurately determined

Limits at infinity are well identified

IndicatorDeduction Calculation of asymptotes is appropriately done

Vertical asymptotes is appropriately determined

Horizontal asymptotesis appropriately determined

Oblique asymptotesis appropriately determined

Observation

Learning Outcome 53 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


294 | P a g e

Checklist Score

Yes No

IndicatorApplication 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 equationsare accurately given

Identification of domain of validity and set of solutionsis accurately done

Observation

Learning Outcome 54 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






Written evidence

Short questions

Open question


Perfect differentiation of natural logarithmic functions according to

differentiation definition


295 | P a g e

Checklist Score

Yes No

IndicatorDetermination 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 55 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

- Ruler - Hand-out notes - Reference books - Internet





Written evidence

Short questions

Open questions

Curve sketched


Accurate curve sketching of logarithmic functions based on table of variation


296 | P a g e

Checklist Score

Yes No

IndicatorParameters that influence curve sketching are well identified

Presentation of variation tableis properly done

Selection of additional points is properly done

IndicatorCurve sketched is accurate

Presentation of asymptotes if any is properly done

Plotting the curve is properly done

Observation

297 | P a g e

Learning Outcome 61 Determine the domain of exponential functions


Boundaries


o Brainstorming domain and range of exponential function

o Group work on determination of domain of definition of exponential function







Written evidence

Short questions

Open questions

LU 6 Apply exponential functions

6

Learning Outcomes

1 Determine the domain of exponential functions

2 Calculate limit of exponential functions

3 Solve equations involving exponentials

4 Perfect differentiation of exponential functions

5 Sketch the curve of exponential functions

5 Hours


Accurate determination of the domain of definition of function based on

existence condition


298 | P a g e

Checklist Score

Yes No

Indicator Existence condition is appropriate to the given function

Existence conditionsare appropriately indicated

IndicatorDetermined domain is appropriate

Determination of boundaries of domain of definition is properly done

Deduction of domain of definition is perfectly done

Observation

Learning Outcome 62 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






Written evidence

Short questions

Open questions


Adequate calculation of limit of exponential functions based on properties of

exponentials


299 | P a g e

Checklist Score

Yes No

IndicatorLimits calculation is perfectly done


Limits at infinity are properly found

IndicatorDeduction Calculation of asymptotes is appropriate

Horizontal asymptotes are appropriately determined

Vertical asymptotesare appropriately determined

Oblique asymptotesare accurately determined

Observation

Learning Outcome 63 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

Internet





Written evidence

Short questions

Open questions

Solving equations


Appropriate determination of solutions of exponential equations according to

domain of validity


300 | P a g e

Checklist Score

Yes No

IndicatorApplication of properties of exponentials is well performed

Application of properties of exponentials is properly done


Determination of domain of validity is appropriately done

Indicator Solving exponential equation is well done

Solutions of exponential equations are appropriatelyfound

Identification of domain of validity and set of solutions is properly done

Observation

Learning Outcome 64 Differentiate exponentials functions

Differentiation


Concavity

o Brainstorming differentiation o Group discussionon increasing

and decreasing intervals o Pairing work on concavity o Documentary Research

Hand-out notes

Reference books

Internet





Written evidence

Short questions

Open questions


Perfect differentiation of exponential functions based on definition of derivative


301 | P a g e

Checklist Score

Yes No


First derivative


Maximum or minimum points

Second derivative

Concavity

Inflection points

Observation

Learning Outcome 65 Sketch the curve of exponential functions


Curve sketching

o Brainstorming on variation table o Group discussion on curve

sketching o Documentary Research

Hand-out notes

Reference books

Internet





Written evidence

Open questions

Sketching curve


Adequate curve sketching of exponential functions according to the table of

variation


302 | P a g e

Checklist Score

Yes No


Presentation of variation table

Selection of additional points


Presentation of asymptotes if any

Plotting the curve

Observation

303 | P a g e

LU 7 Apply fundamentals of integrals

7

Learning Outcomes

1 Calculate the primitive functions 2 Calculate definite integrals 3 Apply definite integrals

15 Hours

Learning Outcome 71Calculate the primitive functions

Definition

Properties Continuity of primitive function Set of primitive functions Immediate primitive

Techniques of integration Integration by decomposition Integration by change of variable Integration by parts

o Group discussion on primitive function






Proper determination of primitive functions based on definition


304 | P a g e


Written evidence


Checklist Score

Yes No

IndicatorDefinition of primitive function is given

Definition of primitive function is well given

Indicator Properties of primitive functions are applied

Calculation of integrals by using properties of primitive functions is accurately done

IndicatorTecnique of integration is appropriately used

Integrals calculation by Immediate primitive

Integrals calculation by change of variable

Integrals calculation by decomposition

Integrals calculation by parts

Observation

Learning Outcome 72Calculate definite integrals

Definition

Methods of integration Integration of definite integrals by

change of variable Integration of definite integrals by

decomposition Integration of definite integrals by

parts

o Group discussion on definite integral





Proper calculation of definite integrals based on definition


305 | P a g e



Written evidence

Multiple choice questions Open questions

Checklist Score

Yes No

Indicator Definition of definite integral is given

Definition of definite integral is well given

IndicatorTecnique of integration is appropriately applied

Integration of definite integrals by parts is perfectly done

Integration of definite integrals by decompositionis perfectly done

Integration of definite integrals by change of variableis perfectly done

Observation

Learning Outcome 73Apply definite integrals

Calculation of area

Calculation of volume

Calculation of the length of curved surface

o Group discussion on definite integral and its application






Proper application of definite integrals through sketching and calculations


306 | P a g e


Written evidence

Short questions Open questions Curve sketching

Checklist Score

Yes No

Indicator Application of definite integrals is conveniently performed

Calculation of area using definite integrals is properly done

Calculation of volume using definite integralsis properly done

Calculation of curved surface using definite integralsis properly done

Observation

307 | P a g e

Learning Outcome 81Identifythe measures of dispersion

Variance

Standard deviation

Coefficient of variation

o Group discussion on measures of dispersion

o Practical exercises standard deviation and coefficient of variation






Written evidence Short questions Open questions

LU 8 Identify measures of dispersion and interpret bivariate data

8

Learning Outcomes

1 Identify the measures of dispersion 2 Describe the measures of the bivariate data 3 Determine the regression line

5 Hours


Accurate determination of measures of dispersion according to definitions and calculations


308 | P a g e

Checklist Score

Yes No

Indicator Definition of a measure of dispersion is well given

Definition of Variance is well given

Definition of Standard deviation is well given

Indicator Calculation of a given measure of dispersion is perfectly done

Calculation of Variance is accurately done

Calculation of Standard deviation is accurately done

Calculation of Coefficient of variationis accurately done

Observation

Learning Outcome 82Describe the measures of the bivariate data

Correlation

Covariance

Coefficient of correlation

o Group discussion on correlation

o Practical exercises on covariance and coefficient of correlation






Appropriate identification of bivariate data measures based on definitions and

calculations


309 | P a g e


Written evidence


Checklist Score

Yes No

Indicator Definitionof a given measure of bivariate data is well given

Definition of Correlation is well done

Definition of Covariance is well done

Indicator Calculation of a given measur of bivarriate data is correctly done

Calculation of Covarianceis accurately done

Calculation of Coefficient of correlationis accurately done

Observation

Learning Outcome 83Determine the regression line

Definitions Scatter diagram Regression line

Calculation and plotting of regression line

o Group discussion on scatter diagram

o Practical exercises on equation of regression line






Written evidence

Short question Open questions


Appropriate determination of regression line based on calculations and plotting


310 | P a g e

Reference books

1 Ngezahayo E P (2015) Advanced Mathematics for Rwanda Secondary Schools Learnersrsquo Book Senior Four Kigali Fountain

2 Ngezahayo E P (2016) Advanced Mathematics for Rwanda Secondary Schools Learnersrsquo Book Senior Five Kigali Fountain

3 Ngezahayo E P (2017) Advanced Mathematics for Rwanda Secondary Schools Learnersrsquo Book Senior Six Kigali Fountain

4 Shampiona A (2005) Matheacutematique 6 Kigali Rwanda Education Board 5 A J Sadler D W S Thorning (1987)Understanding Pure Mathematics Oxford University Press

4 Arthur Adam Freddy Goossens and Francis Lousberg(1991)Mathematisons 65 DeBoeck 3rd

edition 5 David Rayner (2000) Higher GCSE Mathematics Oxford University Press

6 DPES- RWANDA (1990)Complexes 5th Livre de lrsquoeacutelegraveve IMPRISCO-Kigali

7 Frank Ebos Dennis Hamaguchi Barbana Morrison amp John Klassen (1990) Mathematics Principles amp Process Nelson Canada A Division of International Thomson Limited

8 George B Thomas Maurice D Weir amp Joel R Hass (2010) Thomasrsquo Calculus Twelfth Edition Pearson Education

9 J CRAWSHAW J CHAMBERS(1984)A concise course in A-Level statistics with worked examples Stanley Thornes (Publishers) LTD

10 Peter Smythe (2005)Mathematics HL amp SL with HL options Revised Edition Mathematics Publishing Pty Limited

Checklist Score

Yes No

Indicator Definition is given

Scatter diagram is properly defined

Regression line is properly defined

Indicator Graphical presentation is accurate

Presentation of scatter diagram is properly done

Plotting regression line on scatter diagram is appropriately done

Observation

311 | P a g e

G E N G C 5 0 1 - GENERAL CHEMISTRY

GENGC501 Apply General Chemistry


Credits 7 70

Sector All

Sub-sector All


Purpose statement

This module describes the skills knowledge and attitudes required to describe the transition

metals perform chemical titration perform electrochemical cell reactions and to describe

polymerization At the end of this module candidates will be able to demonstrate electronic

structure of transition metals and describe its properties describe types of solutions and apply

different titration methods describe oxidation-reduction reactions in electrochemical cells

describe polymerization process based on different monomers

312 | P a g e


NA







1 Describe the transition metals 11 Proper identification of the group of transition

metals according to their location on the periodic table

12 Proper demonstration of the electronic

configuration of each transition metal according to its

atomic number (Z)

13 Effective description of the properties of

transition metals based on their electronic

configuration

2 Perform chemical titration 21 Proper identification of the types of solutions

based on solutes and solvents

22 Accurate description of solubility according to the

nature of solution

23 Proper application of titration methods according

to the procedure

3 Perform the electrochemical cell

reactions

31 Proper description of electrochemical cells

according to general representation

32 Proper description of reduction and oxidation

reactions in electrochemical cells according to the

component of electrodes

33 Accurate demonstration of electrochemical cell

reaction and its overallenergy based on the electrodes

4 Describe polymerization 41 Proper identification of organic compounds according to their functional groups

42 Proper identification of types of polymers according to the monomers

43 Accurate demonstration of polymerization process according the monomers

313 | P a g e

LU 1Describe the transition metals

1

Learning Outcomes

1 Identify the group of transition metals 2 Demonstrate the electronic configuration of each transition

metal 3 Describe the properties of transition metals

10 Hours

Learning Outcome 11 Identify the group of transition metals

18 groups of elements on the periodic table (group 1-group 18)

Atomic number (Z) Atomic mass (A) Symbol Name Electronic

configuration s p d f orbitals on

periodic table

Transition metals groups on the periodic table in d-block

From group 3 up to group 12

o Observation

o Group discussion

o Presentation

o Brainstorming

- Pictures

- Periodic table

- Video

- Projector

- Computer - Books - Internet - PensPencils - Notebook - Papers - Marker - Board - Chalks


314 | P a g e





Written evidence

Oral evidence

Open questions

Multiple questions

Matching questions

Short questions

True-false questions

Sentence completion

Checklist Score

Yes No

IndicatorPeriodic table is well read

Name of element is well stated

Symbol of an element is well identified

Atomic number of an element is well identified

Atomic mass of an element is well identified

Groups of elements on periodic table are identified

spdf blocks on periodic table are well identified

IndicatorTransition metals on periodic table are well identified

d-block on periodic table is identified


Proper identification of transition metals groups

315 | P a g e





Transition metals groups are stated

Observation

316 | P a g e

Learning Outcome 12 Demonstrate the electronic configuration of each transition metal

Distribution of electrons in orbits

Arrangement of electrons in spd and f orbitals

Orbitals are filled based on Pauli exclusion principle

Four orbitals are filled according to

energy level valence

electrons d-orbitals are

partially filled

Transition can have different oxidation states

Metal can lose or gain more than one electron(They have unpaired electrons in their d-subshell)

o Observation on materials

o Group discussion

o Presentation

o Brainstorming

- Periodic table

- Pictures

- Projector

- Computer - Video

- Books - Internet - PensPencils - Notebook - Papers - Marker - Board - Chalks





Proper demonstration of the electronic configuration of each transition

metal


Content

317 | P a g e


Written

Oral

Matching questions Multiple questions Short questions Open questions True-false questions Sentence completion

Checklist Score

Yes No

IndicatorDistribution of electrons in orbits is well done

Electrons in spd and f orbitals are well arranged

Pauli exclusion principle is well stated

Energy level and valence electrons are well considered

d-orbitals of transition metals are well filled

Indicator Different oxidation states of transition metals are well stated

Metal loss or gain of one or more electron is well identified

Observation

318 | P a g e

Learning Outcome 13 Describe the properties of transition metals

Common properties of transition

metals

Physical properties High melting and

boiling points Hard and high

densities Good conductors of

electricity and heat

Chemical properties Less reactive than

alkali metals High catalytic activity Variable oxidation

state


o Group discussion

o Presentation

o Brainstorming

- Pictures

- Video

- Projector






Written evidence

Oral evidence

Open questions

Multiple questions

Short questions

Matching questions


Sentence completion


Effective description of the properties of transition metals


319 | P a g e

Checklist Score

Yes No

IndicatorPhysical properties of transition metals are well identified

Melting and boiling points are well stated

Densities are well stated

Electricity and heat conductivity is well stated

IndicatorChemical properties of transition metals are well identified

Reactivity of transition metals is well stated

Catalytic activity is well stated

Different oxidation states are well identified

Observation

320 | P a g e

LU 2Perform chemical titration

2

Learning Outcomes

1 Identify the types of solutions

2 Describe solubility

3 Apply titration methods

30 Hours

Learning Outcome 21 Identify the types of solutions

A chemical solution is made up of Solute Solvent

Types of solutions based on Physical state

Solid Liquid Gas

Nature of mixture Homogeneous Heterogeneous

Solutesolvent proportion (Empirical solution)

Diluted Concentrated Unsaturated Super-saturated

Solution concentration concepts Molarity Molality Normality Percentage

o Group discussion

o Presentation

o Observation

o Brainstorming

- Pictures

- Video

- Projector



Content

321 | P a g e





Written evidence

Oral evidence


Matching questions

Multiple questions


Sentence completion

Checklist Score

Yes No

Indicator The composition of chemical solution is well discussed

Solute of the solution is well identified

Solvent of the solution is well identified

IndicatorTypes of solutions are well classified

Classification based on physical state is well done

Classification of solutions based on nature of mixture is well done

Classification based on solutesolvent proportion is well done

IndicatorConcepts of concentration are well discussed

Molarity is well discussed


Proper identification of the types of solutions

322 | P a g e

Molality is well discussed

Normality is well discussed

Percentage is well discussed

Observation

Learning Outcome 22 Describe solubility

Description of solubility

Definition of solubility

Factors that affect solubility

Temperature

Pressure

Polarity

Molecular size of solute

Solubility product


product

Symbol of solubility product

Equilibrium constant

o Group discussion

o Presentation

o Observation

o Brainstorming

- Pictures

- Video

- Projector




Accurate description of solubility according to the nature of solution


323 | P a g e




Written evidence

Oral evidence

Open questions

Short questions

Multiple questions

Matching questions


Sentence completion

Checklist Score

Yes No

IndicatorSolubility is well described

Solubility is well defined

IndicatorFactors that affect solubility are well described

Temperature is considered

Pressure is considered

Polarity is considered

Molecular size of solute is considered

IndicatorSolubility product is well described

Solubility product is well defined

Symbol of solubility product is identified

Equilibrium constant is well stated

Observation

324 | P a g e

Learning Outcome 23 Apply titration methods

Describe titration

Define titration

Types of titrations

Acid-base

titration

Redox titration

Common indicators

Methyl violet

Bromophenol

blue

Methyl orange

Methyl red

Litmus

Bromothymol

blue

Phenolphthalein

Alizarin yellow

Some uses of titration

Wastewater analysis

Food and beverage

Pharmacology

Sample analysis in laboratory

Medicine

o Group discussion

o Brainstorming


o Presentation

o Practical

- Pictures

- Video

- Projector

- Computer - Equipment and

materials (burettes volumetric flasks stirrers Erlenmeyer)

- Reagents - Books - Internet - PensPencils - Notebook - Papers - Marker - Board - Chalks


325 | P a g e

petrochemicals

Laboratory titration practical

Workplace preparation

Procedure

Equipment and materials

Reagents

Titrant and analytes

Conduct titration

Work done interpreted





Written evidence

Oral evidence


Open questions

Short questions

Multiple questions

Matching questions


Sentence completion

Task Conduct acid-base titration


Proper application of titration methods

326 | P a g e

Checklist Score

Yes No

IndicatorTitration is well described

Titration is well defined

Types of titration are well discussed

Common indicators are well enumerated

IndicatorUses of titration are well identified

Use of titration in wastewater analysis is well discussed

Use of titration in food and beverage is well discussed

Use of titration in pharmacology is well discussed

Use of titration in sample analysis in laboratory is well discussed

Use of titration in medicine is well discussed

Use of titration in petrochemicals is well discussed

IndicatorLaboratory titration practicals are well conducted

Workplace is preparation is well done

Titration is well conducted

Work done is accurately interpreted

Observation

327 | P a g e

LU 3Perform electrochemical cell reactions

3

Learning Outcomes

1 Describe electrochemical cells

2 Describe reduction and oxidation reaction in electrochemical

cells according the component of electrodes

3 Demonstrate electrochemical cell reactions and its overallenergy based on the electrodes

20 Hours

Learning Outcome 31 Describe electrochemical cell

Describe electrochemical cells

Definition of electrolysis

Definition of electrochemical cell

Electrolytic Galvanic

Parts of electrochemical cells

Electrolyte Two electrodes

Cathode Anode

Types of batteries Galvanic cell Primary cell

Daniell Dry Mercury

Secondary cell Lead-acid Nickel-cadmium

Fuel cell

o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



328 | P a g e

Half-cells





Written evidence

Oral evidence

Open questions

Short questions

Multiple questions

Matching questions


Sentence completion

Checklist Score

Yes No

IndicatorElectrochemical cell is well described

Electrolysis is well defined

Electrochemical cell is defined

IndicatorParts of electrochemical cell are well identified

Electrolyte is identified

Electrodes (anode and cathode) are identified

IndicatorTypes of batteries are well identified

Galvanic cell is stated


Proper description of electrochemical cells according to general representation

329 | P a g e

Primary cell (Daniell Dry mercury) is well stated

Secondary cell (lead-acid nickel-cadmium) is well stated

Fuel cell is stated

Half-cell is stated

Observation

Learning Outcome 32 Describe reduction and oxidation reactions in electrochemical cells

Oxidation reaction in electrochemical cell

Decrease of oxidation

Loss of electrons Happens at anode

Reduction reaction in electrochemical cell

Increase of oxidation number

Gain of electron Happens at cathode

o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector




Proper description of reduction and oxidation reactions in electrochemical cells


330 | P a g e




Written evidence

Oral evidence

Matching questions

Open questions

Multiple questions

Short questions


Sentence completion

Checklist Score

Yes No

IndicatorOxidation reaction in electrochemical cell is well discussed

Change in oxidation is well stated

Change of electrons is well stated

Location ofoxidation on electrode is well identified

IndicatorReduction reaction in electrochemical cell is well discussed

Change in oxidation number is well stated


Location of reduction on electrode is well identified

Observation

331 | P a g e

Learning Outcome 33 Demonstrate electrochemical cell reactions and its overall energy

General representation of electrochemical cell Parameters of

electrodes Anode Cathode

Signs of electrodes Positive Negative

Half reactions Reduction Oxidation

Movement of electrons Inside the cell Outside the cell

Electrode potential E Demonstrate

oxidation Demonstrate

reduction Overall energy of

the cell

o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector






Accurate demonstration of electrochemical cell reactions


332 | P a g e


Written evidence

Oral evidence

Open questions

Multiple questions

Matching questions

Short questions


Sentence completion

Checklist Score

Yes No

IndicatorGeneral representation of electrochemical cell is well done

Parameters of electrodes (anode and cathode) are well identified

Signs of electrodes are well identified

Half reactions are well discussed

Movement of electrons is well identified

IndicatorElectrode potential E is well discussed

Oxidation reaction is well demonstrated

Reduction reaction is well demonstrated

Overall energy of the cell is well discussed

Observation

333 | P a g e

LU 4 Describe polymerization

4

Learning Outcomes

1 Identify organic compounds according to their functional groups 2 Identify types of polymers according to the monomers 3 Demonstrate polymerization process according the monomers

10 Hours

Learning Outcome 41 Identify organic compounds according to their functional groups

Description of organic compound Defining organic

compounds Classification of organic

compounds Natural compounds Synthetic compounds

Identification of functional group

Nomenclature of organic compounds

Properties of organic compounds

Physical properties Chemical properties

Functional group Defining functional group Type of functional groups

Alkanes Alkenes Alcynes

o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



334 | P a g e

Alcohol Aldehyde Ketones Carboxylic acid Ester Amide Amine Ether Thiols Nitriles Ether-oxides Sulfides





Written evidence

Oral evidence

Multiple choice questions True-False questions Matching questions Sentence completion Short questions Open questions


Proper identification of organic compounds

335 | P a g e

Checklist Score

Yes No

IndicatorOrganic compound is well described

Organic compounds are well defined

Organic compounds are well classified

Functional group is well Identified

organic compounds are well named

Properties of organic compounds are well discussed

IndicatorFunctional group is well identified

Functional group is well defined

Type of functional groups are well identified

Observation

Learning Outcome 42 Proper identification of types of polymers according to the monomers

Describe polymers

Monomers Defining monomers Types of monomers

Simple sugar monomers (Monosaccharide)

Monomers of fats (Lipids glycerol fatty acids)

Nucleotides as monomers (nucleic

o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



336 | P a g e

acids DNA RNA) Monomers of plastics

(HDPE LDPE) Monomers of proteins

(Amino-acids)

Polymers Defining polymers Classification

OriginSource Structure Molecular forces Mode of polymerization Types of monomers

Properties Heat capacityHeat

conductivity Thermal expansion Crystallinity Permeability Elastic modulus Tensile strength Resistance to electric

current Refractive index





Written evidence

Oral evidence

Multiple choice questions True-False questions Matching questions Open questions Short questions Sentence completion


Proper identification of the types of polymers

337 | P a g e

Checklist Score

Yes No

IndicatorMonomers are well discussed

Monomers are well defined

Types of monomers are well stated

IndicatorPolymers are well discussed

Polymers are well defined

Polymers are well classified

Properties of polymers are well described

Observation

Learning Outcome 43 Demonstrate polymerization process

Describing polymerization Chain-growth

polymerization (Addition) Chain initiation Chain propagation Chain termination Ionic polymerization Co-ordination polymerization

Step-growth polymerization (Condensation)

Addition Elimination

o Group discussion

o Brainstorming


o Presentation

- Pictures

- Video

- Projector



338 | P a g e





Oral evidence

Written evidence

Oral evidence

Multiple choice questions True-False questions Matching questions Sentence completion Open questions Short questions

Checklist Score

Yes No

IndicatorDescription of polymerization is well done

Chain growth polymerization is well demonstrated

Step-growth polymerization is well demonstrated

Observation


Proper demonstration polymerization process

339 | P a g e

Reference books 1 httpschemlibretextsorgTextbook_MapsInorganic_ChemistrySupplemental_Modules_(Inorgan

ic_Chemistry)Descriptive_ChemistryElements_Organized_by_Block3_d-

Block_Elements1b_Properties_of_Transition_MetalsElectron_Configuration_of_Transition_Metals

2 httpswwwtopprcomguideschemistrythe-d-and-f-block-elementselectronic-configuration-d-

block-elements

3 httpschemlibretextsorgTextbook_MapsInorganic_ChemistrySupplemental_Modules_(Inorgan



Oxidation_States_of_Transition_Metals

4 httpwww4collegecoukassvaroxidationphp

5 httpswwwlifepersonacomchemical-solutions-types-preparation-and-examples

6 httpswwwbrightstormcomsciencechemistrychemical-solutionstypes-of-solutions

7 httpswwwsolubilityofthingscombasicsfactors_affecting_solubilityphp

8 httpswwwtopprcom++electrochemical+cellsampie=utf-8ampoe=utf-8ampclient=firefox-b-ab

9 httpswwwsciencingcom+titration+in+chemistryampie=utf-8ampoe=utf-8ampclient=firefox-b-ab

10 httpswwwthoughtcocomdefinition-of-reduction-in-chemistry-604637

11 httpschemlibretextsorgTextbook_MapsAnalytical_ChemistrySupplemental_Modules_(Analyti

cal_Chemistry)ElectrochemistryRedox_ChemistryHalf-Reactions


cal_Chemistry)ElectrochemistryRedox_ChemistryBalancing_Redox_reactions

13 httpswwwchemfsueduchemlabchm1046coursefunctionalhtml 14 httpswwwbritannicacomsciencechemical-reactionPolymerization-reactionsref499287 15 httpschemlibretextsorgTextbook_MapsGeneral_ChemistryMap3A_General_Chemistry_(Pet

rucci_et_al)273A_Reactions_of_Organic_Compounds27083A_Polymers_and_Polymerization_Reactions

16 httpswwwbritannicacomtopicindustrial-polymer-chemistry-468716ref608598

340 | P a g e

H O K B M 5 0 1 - BASIC MAINTENANCE OF HOUSEKEEPING MACHINE

HOKBM501 Maintain of housekeeping machines


Credits 10 100

Sector Hospitality



Purpose statement

This module describes the skills and knowledge required to care the various housekeeping machines

This module will allow the trainees to maintain and lubricate the different types of housekeeping

machines

341 | P a g e


Occupation and learning process

Implementing and monitoring workplace health safety and security practices

Communication in advanced English

Computer skills







1Identify common housekeeping machine problems

11 Proper identification of spare parts according to the type of housekeeping machine

12 Appropriate classification of housekeeping machine common problems as per type of machine

13 Proper handling common problems of housekeeping machine as per manufacturerrsquos advice

2Remove and replace the parts of housekeeping machine before maintenance

21 Proper identification of materials and tools according

to the problems

22 Proper dismounting and mounting of housekeeping

machine as per user guide

23 Proper application of removing and replacing damage

spare parts as per user guide

3Perform maintenance of housekeeping machine

11 Proper cleaning different parts of housekeeping machine as per instructions

12 Proper adjusting different parts of housekeeping machine as per user guide

13 Correct application oils and lubrication on different parts of housekeeping machines as per user guide

342 | P a g e

LU 1 Identify common housekeeping machine problems

1

Learning Outcomes

1 Identify spare parts according to the type of housekeeping machine

2 Classify common problems of housekeeping machine

3 Handle common problems of housekeeping machine

40 Hours

Learning Outcome 11 Identify spare parts according to the type of housekeeping machine

Introduction of machine operation and their accessories Loosen parts Mechanical wear Failure of component Signal of machine

Checking of equipment factors The frequency of use The environment in which they are

placed

Manufacturers advice Safe operation procedures

Different types of housekeeping machines Washing machine Steam pressing dryer machine Calender machine Dry cleaning machine Steam pressing machine Steam foam machine Steamer machine

Scrubbing machine Polishing machine

o Observation on different types of housekeeping machine

o Brainstorming on types of different housekeeping machine

o Group discussion on different parts of housekeeping machine

o Presentation of works o Site visit on tailoring

workshop o Research activity

- Internet - Books - Picture - machine - Video - Manual books

- Photos - Videos - Internet - Washing machine - Steam pressing

dryer machine - Calender

machine - Steam pressing

machine - Scrubbing

machine - Hot water

extractor machine

- Hoover machine


343 | P a g e

Hot water extracting machine Vacuum cleaner machine





Written evidence

Open questions Oral questions Matching questions True or false Sentence completion True- False

Checklist Score

Yes No

Indicator 1 Parts of irons are identified

Loosen parts

Mechanical wear

Failure of component

Signal of machine

Indicator 2 Types of laundry machine are identified

Washing machine

Steam pressing dryer machine

calender machine

Dry cleaning machine

Steam pressing machine

Steam foam machine

Indicator 3 Types of cleaning machine are identified

Scrubbing machine


Proper identification of parts according to the type of housekeeping machine

344 | P a g e

Polishing machine

Hot water extracting machine

Vacuum cleaner machine

Observation

Learning Outcome 12 Classify common problems of housekeeping machine

Common problems of laundry machines Drainage problem Wash cycle not starting Beeping sound and

display showing error on start-up

Automatic washing machine vibrating abnormally while operating

Automatic washing machine making too much noise

Water flow is too low Dryer wont turn on Noisy Dryer Wrinkled clothes Does not Steam pressing No Heat Takes too long for

clothes to dry Too hot

Common problems of cleaning machines Scrubbing machine

isnrsquot putting down water

Scrubbing machine not picking up water

Scrubbing machine not cleaning the floor properly

o Group discussion on common problems of housekeeping machine

o Brainstorming of common problems of housekeeping machine

o Presentation of work

- Photos - Videos - Internet - Washing machine - Steam pressing dryer

machine - Calender machine - Steam pressing machine - Scrubbing machine - Hot water extractor

machine - Hoover machine


Content

345 | P a g e

Scrubbing not moving forward or reverse

Vacuum cleaner has a burning smell

Vacuum cleaner isnt sucking

Vacuum cleaner smells Vacuum cleaner has

stopped working





Written evidence


Checklist Score

Yes No

Indicator 1 Different common problems of laundry machines are classified

Drainage problem

Wash cycle not starting

Beeping sound and display showing error on start-up



Water flow is too low

Dryer wont turn on

Noisy Dryer

Wrinkled clothes


Appropriate classification of housekeeping machine common problems as per type of machine

346 | P a g e

Does not Steam pressing

No heat

Takes too long for clothes to dry

Indicator 2 Different common problems of cleaning machines are classified

Scrubbing machine isnrsquot putting down water






Vacuum cleaner smells

Vacuum cleaner has stopped working

Observation

Learning Outcome 13 Handle common problems of housekeeping machine

Materials and tools for handling problems of housekeeping machines Cleaning machines Laundry machines

Techniques of handling common problems of housekeeping machines Cleaning external parts Cleaning internal parts Remove and replace

o Groups discussion on selecting materials and tools for common problems of housekeeping machine

o Brainstorming on common problems of housekeeping machine tools and materials

o Presentation of work o Observation of common

problems o Practical exercises on using

housekeeping machine


machine - Calender machine - Steam pressing

machine - Scrubbing machine - Hot water extractor



347 | P a g e





Written evidence Performance evidence nce Product evide


Checklist Score Yes No

Indicator 1 Materials and tools for to handle problems of housekeeping machine are identified

Cleaning machine

Laundry housekeeping machine

Indicator 2 Techniques of handling common problems of housekeeping machine

Cleaning external parts

Cleaning internal parts

Remove and replace

Observation


Proper handling common problems of housekeeping machines as per

manufacturerrsquos advice

348 | P a g e

LU 2 Remove and replace the part of housekeeping machine

before maintenance

2

Learning Outcomes

1 Identify materials and tools according to the problems 2 Dismount and mount parts of housekeeping machine 3 Apply removing and replacing damage spare parts

30 Hours

Learning Outcome 21 Identify materials and tools according to the problems

Selection of tools Screw driver Plier Spanners pump Greasing

Materials and tools Oil wire brush Grease

Categorization of materials and tools according to the uses on handling problems

o Brainstorming on materials and tools according to the problems

o Practical exercises on selection and categorization of materials and tools

- Video

- Internet

- Reference books

- Screw driver

- Plier

- Spanners



Proper identification of materials and tools according to the problems


Content

349 | P a g e




Written evidence

Oral evidence


Product evidence

Open questions Oral questions Matching questions True or false Sentence completion


Indicator Tools are selected

Screw driver

Plier

Spanners pump

Greasing

IndicatorMaterials are selected

Oil

wire brush

Grease

Observation

Learning Outcome 22 Dismount and mount parts of housekeeping machine

Different parts for dismount and mount Solenoid valve Lubricator Door gasket Motor Hightemp lead Lint screen Lock WKey Output harmess Keypad overlay Filter Door seal kit

o Observation of dismount and mount

o Brainstorming on dismount and mount

o Group discussion of dismount and mount

o Demonstration of dismount and mount

o Practical exercises on dismount and mount


- Video

- Internet

- Reference books

- Screw driver

- Spanner

- Plier

- Solenoid valve Lubricator Door gasket Motor Hightemp lead Lint screen


350 | P a g e

Bobbin chamber Board Roller drum Belt Bruches Water tank

Process of dismount and mount

Lock WKey Output harmess Keypad overlay Filter Door seal kit Bobbin chamber Board Roller drum Belt Bruches





Written evidence Product evidence Performance evidence


Checklist Score

Yes No

Indicator 1 Content of a good label are identified

Solenoid valve

Lubricator

Door gasket

Motor

Hightemp lead

Lint screen

Lock WKey

Output harmess

Keypad overlay

Filter

Door seal kit

Bobbin chamber


Proper dismounting and mounting of housekeeping machine as per

user guide

351 | P a g e

Board

Roller drum

Bruches

Water tank

Belt

Indicator 2 Process of dismount and mount is identified

Observation

Learning Outcome 23 Apply removing and replacing damaged spare parts

Identification of damaged parts

Process of removing damaged spare parts

Process of replacing damaged spare parts

o Observation of damaged spare parts

o Practical exercise on removing and replacing spare parts


- Video

- Internet

- Reference books Solenoid valve Lubricator Door gasket Motor Hightemp lead Lint screen Lock WKey Output harmess Keypad overlay Filter Door seal kit Bobbin chamber Board Roller drum Belt Bruches Water tank



Proper application of removing and replacing damage spare parts as per user

guide


352 | P a g e




Written evidence Performance evidence Product evidence


Checklist Score

Yes No

IndicatorDamaged parts are identified moved and replaced




Observation

353 | P a g e

LU 3 Perform maintenance of housekeeping machine

3

Learning Outcomes

1 Clean different parts of housekeeping machine

2 Adjust different parts of housekeeping machine

3 Apply oiling and lubrication on different parts of housekeeping machine

30 Hours

Learning Outcome 31 Clean different parts of housekeeping machine

Process of cleaning parts of housekeeping machine

Techniques of cleaning housekeeping machine

o Brainstorming on cleaning parts of housekeeping machine

o Practical exercise of cleaning housekeeping machine

- Vacuum cleaner

- Housekeeping machine

- Manual books

- Brush

- Oil

- Smooth cloth - Washing machine - Steam pressing dryer

machine - Calender machine - Steam pressing machine - Scrubbing machine - Hot water extractor machine - Hoover machine



354 | P a g e





Open questions Oral questions Multiple choice Matching questions Problem solving Case study Cleaning different parts of housekeeping machine

Checklist Score

Yes No

Indicator Process and techniques of cleaning parts of housekeeping machines are followed



Observation

Learning Outcome 32 Adjust different parts of housekeeping machine

Importance of adjustment different parts of housekeeping machine

Techniques of adjusting different parts of housekeeping machine

o Practical exercise on adjusting of housekeeping machine

- Oil - Screw driver - Washing machine - Steam pressing dryer


machine - Scrubbing machine



Proper cleaning different parts of housekeeping machine as per instructions

355 | P a g e

- Hot water extractor machine

- Hoover machine - Nippers





Written evidence

Oral evidence


Open questions

Oral questions

Multiple choice

Matching questions

Problem solving

Case studyAdjusting different parts of housekeeping machine

Checklist Score

Yes No

Indicator Parts of housekeeping machine are adjusted


Techniques of adjusting different parts of housekeeping machinedifferent parts of housekeeping machine

Observation


Proper adjusting different parts of housekeeping machine as per user guide

356 | P a g e

Learning Outcome 33 Apply oiling and lubrication on different parts of housekeeping

machine

Importance of oiling and lubrication

Identification of oiling points

Techniques of oiling and lubrication

Process on Checking machine maintained

o Observation of oiling points

o Practical exercise of oiling lubrication and checking stitches

- Oil - Brush - Lubricate oil - Washing

machine - Tumber dryer

machine - Calender


machine - Scrubbing

machine - Hot water

extractor machine

- Hoover machine - Dust clothe - Manual books - Clear disposable

clothes





Correct application oils and lubrication on different parts of housekeeping machine as per user guide


357 | P a g e


Written evidence

Open questions

Oral questions

Multiple choice

Matching questions

Problem solving

Case study Apply oiling and lubrication on different parts of housekeeping machine

Checklist Score

Yes No

Indicator Techniques and process of oiling and lubrication are well respected




Observation

358 | P a g e

Summative Assessment

Integrated situation Resources

La Palasta hotel located in Nyamata the hotel call you as a room attendant to repair their laundry damaged machine at the same time the incidence meet with their maintenance schedule The 2 laundry machines to be maintained are in laundry 3 cleaning machines are located in Housekeeping store As a room attendant you are requested to identify damaged part lubricate adjust remove and replace their damaged spare parts

This activity should be done within 5 hours

Tools materials and equipment o Brush o Lubricate oil o Washing machine o Tumber dryer

machine o Calender machine o Steam pressing

machine o Scrubbing machine o Hot water extractor

machine o Hoover machine o Dust clothe o Manual books o Clear disposable

clothes

359 | P a g e

Assessment Criterion 1 Quality of Process

Assessment Criterion 2 Quality of product

Checklist Score

Yes No

Indicator Housekeeping machine problems are identified

Identification of spare parts

Classification of housekeeping machine common problems

Handling common problems of housekeeping machine

Indicator The parts of housekeeping machine are removed and replaced

Identification of materials and tools according to the problems

Dismounting and mounting of housekeeping machine

Application of removing and replacing damage spare parts

Indicator Maintenance of housekeeping machine is performed

Cleaning different parts of housekeeping machine

Adjusting different parts of housekeeping machine

Application oils and lubrication on different parts of housekeeping machine

Observation

Checklist Score

Yes No

Indicator Damaged machines are repaired


Removal of damaged parts

Replacement of damaged parts

Checking of functioning of repaired machine

Indicator The maintenance of housekeeping machine is done

Lubrification

Oiltement

Adjustment

Observation

360 | P a g e

Assessment Criterion 3 Relevance

References

Reference books 1 Casado Matt A 2011 (2ndedition) Housekeeping Management (Course Smart) Wiley Jones

2 Thomas J A 2007 (5thedition) Professional Management of Housekeeping Operations Wiley

3 Nitschke Aleta A 2008 (3rdedition) Managing Housekeeping Operations Educational Institute

of the American Hotel Motel Association

4 Kappa Margaret M 1997 (2ndedition) Housekeeping Management Educational Institute of

the American Hotel Motel Association

5 OFallon Michael J 2010 (5thedition) Hotel Management and Operations Wiley Powell P

Hunter and Watson D 2006 Service unseen The hotel room attendant at work An article

from International Journal of Hospitality Management

Electronic references 1 httpwwwhospitalitynetorgnews1540003204026910searchquery=hotel20

2 httpfindarticlescomparticlesmi_m3072is_7_220ai_n15699154

3 httphousekeepingaboutcomodstainremovalainkstainshtm

4 httpwwwgoodhousekeepingcomhomestain-buster

5 httpwwwhospitality-schoolcom

6 httpwwwsetupmyhotelcom

Checklist Score

Yes No

Indicator All machines are maintained

2 laundry machines

3 cleaning machines

Indicator Time is respected

5 hours

Indicator Efficient use of methods and procedures

Respecting of maintenance process

Assembling and disassembling techniques

Observation

361 | P a g e

H O K B M 5 0 1 - BED MAKING

HOKBM501 Perform bed making


Credits 12 120

Sector Hospitality



Purpose statement

This module describes the skills knowledge and attitudes required to characterize and bed

making At the end of this module participants will be able to do start up activities perform

making bed activities in standard and American style and also perform housekeeping addition

services

362 | P a g e


NA







1 Start-up activities 11 Proper stripping of bed as per procedures

12 Proper checking of damaged or soiled bed items

as per standards

13 Appropriate checking of lost and found items as per

room status

2 Apply bed making styles 21 Proper identification of bed making steps as per

standards

22 Proper making of bed as per standard style

23 Proper making of bed as per American style

3 Perform additional housekeeping

services

31 Proper application of turndown services as per

room status

32 Proper liaison of housekeeper with other hotel

department as per guidelines

33 Proper lending of items to guests as per guestsrsquo

requests and hotel policies

363 | P a g e

LU 1 Start-up activities

1

Learning Outcomes

1 Strip bed

2 Identify damaged or soiled bed items

3 Check lost and found items

30 Hours

Learning Outcome 11 Strip bed

Procedures to follow Pull the bed Remove bedspread or

duvet Remove blankets (where

provided) Remove pillowcases Remove sheets Check mattress

protector

o Demonstration on how to strip

a bed

o Observation on how to strip a

bed

o Individual practice on stripping

a bed

- Bed

- Bed linen

- Pictures

- Internet

- Video

- Projector

- Computer



Proper stripping of bed as per procedures


364 | P a g e




Written evidence


Open questions

Multiple questions

Task Demonstrate strip bed procedures


Indicator Stripping bed procedures are well respected

Pull the bed

Remove bedspread or duvet

Remove blankets (where provided)

Remove pillowcases

Remove sheets

Check mattress protector

Observation

Learning Outcome 12 Check damaged or soiled bed items

Types of stains found on mattresses bed linen made with fabric are Urine and faeces Blood Beverage ndashtea soft

drinks alcohol of all types

Shoe polish Food Mud dirt grease

and oil

Damaged bed linen Chipped Faded Stretched

o Demonstration of different types

of stains

o Observation of damaged bed

linen

o Individual practice on checking

damaged or soiled bed linen

- Soiled bed linen

- Damaged bed linen

- Pictures

- Video

- Projector

- Computer


Content

365 | P a g e





Written

Performance

Matching questions

Multiple questions

Short questions

Task check damages and soils on bed linen

Checklist Score

Yes No

Indicator 1Types of stains are well identified

Urine and faeces

Blood

Beverage ndashtea soft drinks alcohol of all types

Shoe polish

Food

Mud dirt grease and oil

Indicator 2 Damaged bed linen are checked

Torn linen

Fade linen

Stretch linen

Observation


Proper checking of damaged or soiled bed items as per standards

366 | P a g e

Learning Outcome 13 Check lost and found items

Types of lost and found items Valuable Non valuable Perishable

Areas to be checked for lost and found items Inside pillow cases Under mattresses Inside drawers In bathroom

Procedures to follow Unclaimed items Record the item Store valuable items Store non valuable

items Store perishable items

Claimed items Verify if the item

belongs to the right owner

Record all guestrsquos identification

Return the item to the guest and obtain hisher signature

o Demonstration of areas to be checked for lost and found items

o Observation on areas to be checked for lost and found items

o Individual practice on checking lost and found items

- Lost and found items

- Pictures

- Video

- Projector

- Computer





Appropriate checking of lost and found items as per room status


367 | P a g e


Written evidence

Oral evidence

Open questions

Multiple questions

Short questions

Checklist Score

Yes No

Indicator 1Lost and found items are identified

Valuable

Non valuable

Perishable

Indicator 2 Areas to be checked for lost and found are identified

Inside pillow cases

Under mattresses

Inside drawers

In bathroom

Indicator 3Procedures to follow for unclaimed items

Record the item

Store valuable items

Store non valuable items

Store perishable items

Indicator 4 Procedures to follow for claim items

Verify if the item belongs to the right owner






Observation

368 | P a g e

LU 2 Apply bed making styles

2

Learning Outcomes

1 Describe bed making steps 2 Make standard bed style 3 Make American bed style

20 Hours

Learning Outcome 21 Describe bed making steps

Checking for Check for stain

on the mattress Turn the

mattress according the schedule

Put the mattress protector to protect the bed

Put thefirst bed sheet Put the first bed

sheet right side up

Make four hospital corners

Putbed coverings

Final touches Put on pillow

cases Put on

throwbed valent

Put on decorative caution

o Demonstration o Observation on different

bed linen o Individual practice obed

making

- Different bed linen

- Pictures

- Video

- Projector

- Computer


Content

369 | P a g e

Push thebed to it appropriate place





Written evidence

Oral evidence

Open questions

Short questions

Oral questions

Checklist Score

Yes No

Indicator Bed making steps are described

Check for stain on the mattress

Turn the mattress according the schedule


Put the first bed sheet

Put the bed coverings

Final touches

Push the bed to its appropriate place

Observation


Proper description of bed making steps as per standards

370 | P a g e

Learning Outcome 22 Make standard bed style

Steps to follow Put the first bed sheet right

side up Put the second bed sheet

wrong side up Put the blanket on top of the

second sheet about 6 to 8 inches

Put the top sheet wright side up

Mitered all corners Tuck in top sheet and blanket

on sides

Put thebed cover

o Demonstration of standard bed making style

o Observation on standard bed making style

o Individual practice on standard bed making style

- Bed

- Mattress

- Blanket

- Pillow

- Pillow cases

- Bed sheets

- Pictures

- Video

- Projector

- Computer





Written evidence


Open questions

Short questions

Task Make standard bed

Checklist Score

Yes No

IndicatorStandard bed is well made

Put the first bed sheet right side up

Put the second bed sheet wrong side up

Put the blanket on top of the second sheet about 6 to 8 inches


Mitered all corners


Proper making of bed as per standard style


371 | P a g e

Tuck in top sheet and blanket on sides

Put thebed cover


Observation

Learning Outcome 23 Make American bed style

Steps to follow Put first sheet right side

up Put the second bed

o sheet wrong side up

Insert the duvet into duvet cover

Miter all corners Put the pillow cases Put thebed runner

Put the decorative

cautions

o Demonstration of American bed styles

o Observation on American bed making

o Individual practice on making America bed style

- Bed

- Mattress

- Duvet

- Pillow

- Pillow cases

- Bed sheets

- Pictures

- Video

- Projector

- Computer





Written evidence


Open questions

Short questions

Task Make American bed


Proper making of bed as per American style


372 | P a g e


IndicatorAmerican bed is well made

Put first sheet right side up



Miter all corners

Put the pillow cases

Put thebed runner

Put the decorative cautions

Observation

373 | P a g e

LU 3 Perform additional housekeeping services

3

Learning Outcomes

1 Perform turndown services 2 Liaise with other departments 3 Lend items to guests

20 Hours

Learning Outcome 31 Turn down services

Steps to follow

Preparation Linen Amenities Give-away

Enter the room

Complete turn-down service

Drawing of curtains Turning on lights to

a soothing levelPreparing the bed

Placing items Replace dirty

towels Basic cleaning

Report room status

o Demonstration of turn down service

o Observation on turn down steps

o Individual practice on turn

down service

- Newspapers

- Chocolates

- Messages

- Flowers

- Shampoo

- Conditioner

- Hand lotion

- Sanitary items

- Bed sheets

- Bath towels and

pillows

- Toilet paper

- Tissues

- Videos

- Internet

- Books

- Door stopper

- Trolley



374 | P a g e




Written evidence


Open questions

Short questions

Task Provide turn down service

Checklist Score

Yes No

IndicatorTurn down service is well provided

Linen preparation

Amenities preparation

Give-aways preparation

Drawing of curtains

Turning on lights to a soothing levelPreparing the bed

Placing items

Replace dirty towels

Basic cleaning

Report room status

Observation


Proper performance of turn down services as par standards

375 | P a g e

Learning Outcome 32 Liaise Housekeeping with other departments

Departments

Front office

FampB

Security

Maintenance

IT

Clinic

Issues

Concierge services

Secretarial services

dietary need

Illegal and immoral activities

malfunction of items

internet connection

o Brainstorming on coordination of

housekeeping department with

other departments


coordination of housekeeping

department with other

departments

o Presentation on coordination of


other departments

- Internet

- Video

- Text books




Content


Proper liaison of housekeeper with other hotel departments as per issues


376 | P a g e


Written evidence

Oral evidence

Matching questions

Open questions

Oral question

Multiple choice

Learning Outcome 33 Lend items to guests

Types of items

Special pillows

Extra bedding

Extra crockery and

cutlery

Extra towels

Extra furniture

Telephone chargers

Internet cables

Procedures for loaning items

o Brainstorming on items to be

lent to the guest

o Group discussion lend items

o Presentation on the items to be

lent

- Internet

- Video

- Text books

- Adaptor

- Pillows

Checklist Score

Yes No

Indicator 1 Departments in liaison with housekeeping are identified

Front office

Security

FampB

Clinic

Maintenance

IT

Indicator 2 Issues of the liaison with other department are identified

Concierge services

Dietary need


Malfunction of items

Concierge services


Observation


377 | P a g e

Record item Avail the item in a timely

manner and get the signature from a guest

Record charges where appropriate

Ensure items have been returned





Written evidence

Oral evidence

Open questions

Multiple choice questions

Oral question

Checklist Score

Yes No

Indicator 1 Items to be lent are identified

Special pillows

Extra bedding

Extra crockery and cutlery

Extra towels

Extra furniture

Telephone chargers

Indicator 2 Procedure for loaning items are identified

Record item

Avail the item in a timely manner and get the signature from a guest



Record item



Observation


Proper lending of items to guests as per guestsrsquo requests and hotel policies

378 | P a g e



Bisate Lodge is high end hotel located in Musanze District with luxury accommodation food and beverage facilities and a spa The Lodge is expecting to host a group of VIPs from around the world coming for Kwita Izina event As a room attendant you are requested to make beds in ten (10) rooms using different styles and provide additional housekeeping services that the guests may require

Toolsmaterials and equipment

o Bed

o Mattress

o Mattress

protector

o Duvet

o Duvet cover

o Blanket

o Decorative

cautions

o Bed throw

o Newspapers

o Chocolates

o Flowers

o Shampoo

o Conditioner

o Hand lotion

o Sanitary items

o Bed sheets

o Pillows and

their cases

o Toilet paper

o Tissues

o Door stopper

379 | P a g e

References Reference books 6 Casado Matt A 2011 (2ndedition) Housekeeping Management (Course Smart) Wiley Jones















380 | P a g e

H O K C S 5 0 1 CUSTOMER SERVICE

HOKCS501 Provide and supervise quality customer service


Credits 6 60

Sector Hospitality



Purpose statement

This module describes the skills knowledge and attitudes required for a learner of Level 5

Certificate V in order to provide and supervise the quality customer service in Food and

Beverage By the end of this module the learner will be able to develop approaches to enhance

quality customer service manage the delivery of quality service monitor and adjust customer

service in a Food and Beverage establishment without supervision

381 | P a g e


Level 3 and Level 4



Performance criteria describe the required performance needed to demonstrate the

achievement of the learning unit By the end of the module the trainee will be able to


1Develop approaches to enhance

quality customer service

11 Consistent obtaining of information on customer needs expectations and satisfaction levels using both formal and informal research

12 Provision of opportunities for customers and staff to provide feedback on products and services

13 Frequent review of changes in internal and external environments and integrate findings into planning for quality service

14 Appropriate provision of opportunities for staff to participate in the customer service planning process

15 Proper development of standards and planning to address key quality service issues

2Supervise the delivery of quality

service

21 Clear communication of customer service issues standards and expectations clearly to staff

22 Adequate provision staff with access to information on service standards and delivery

23 Correct use of coaching to assist staff to deal with customer service issues and take responsibility for service outcomes

24 Monitoring of customer service in the workplace according to organization policies and procedures to ensure standards are met

382 | P a g e

3Monitor and adjust customer service 31 Seek feedback from customers on an ongoing basis and use this to improve performance where applicable

32 Proper identification of customer service problems and make adjustments to standards systems and procedures to ensure continued service quality

383 | P a g e

LU 1 Develop approaches to enhance quality customer service

1

Learning Outcomes

1 Obtain information on customer needs expectations and satisfaction levels using both formal and informal research

2 Provide opportunities to customers and staff to provide feedback on products and services

3 Review changes in internal and external environments and integrate findings into planning for quality service

4 Provide opportunities to staff to participate in the quality customer service planning process

5 Develop standards and planning to address key quality service issues

20 Hours

Learning Outcome 11 Obtain information on customer needs expectations and satisfaction

levels using both formal and informal research

Introduction to quality customer service Definitions Customer Customer service Customer

expectations Customer satisfaction

Collection of information about customer needs expectations and satisfaction levels Informal methods

Talking with customers seeking feedback from FampB service staff word of mouth

Formal methods Suggestion boxes

- Group discussion on Collection of information about customer needs expectations and satisfaction levels

- Brain storming on Collection of information about customer needs expectations and satisfaction levels

- Presentation on Collection of information about customer needs expectations and satisfaction levels

- Role play on Collection of information about customer needs expectations and satisfaction levels

- Books - Computer - Smart phone for

Internet - Internet connection - Suggestion box - Sample comment

form - Audio-visual

equipment - Short FampB service

movies - Projector - Marker pen - Flip chart and stand - White board


384 | P a g e

Guest comment forms Social media

Customer expectations quick service Professional personal

grooming quality product hygiene affordable price safety and security

Customer satisfaction levels Meet Customer

Expectations Exceed Customer

Expectations Delight Your Customer Amaze Your Customer


The assessor may collectamong the following evidences and make judgements on whether the

performance criterion has been achieved or not


Written evidence Multiple-choice questions Matching questions


Consistent obtention of information on customer needs expectations and

satisfaction levels using both formal and informal research

385 | P a g e

Checklist Score

Yes No

Indicator 1 Collection of information about customer needs expectations and satisfaction levels

Talking with customer

Customer feedback

Suggestion box

Comment form

Social media information

Indicator 2 Customer expectations

Quick service

Professional personal grooming

Quality product

Hygiene

Affordable price

Safety and security

Indicator 3 Customer satisfaction levels

Meet Customer Expectations

Exceed Customer Expectations

Delight Your Customer

Amaze Your Customer

Observation

386 | P a g e

Learning Outcome 12 Provide opportunities to customers and staff to provide feedback on

products and services

Strategies for getting feedback from customers and staff Talking with customers Using Suggestion boxes Using Comment forms Staff recommendation Regular or irregular Meetings Contractual negotiations Information circulars

Possible feedback that can be received Changing the Price Product quality and

quantity improvement Service improvement Environmental changes

- Group discussion on Strategies

for getting feedback from

customers and staff

- Brain storming on Importance

customers and staff feedback

- Presentation on getting

feedback from customers and

staff

- Role play on gathering information from customers


Internet - Internet connection - Suggestion box - Sample comment form - Audio-visual




Assessor may collectamong the following evidences and make judgements on whether the



Provision of opportunities for customers and staff to provide feedback on

products and service


387 | P a g e


Written evidence

Open ended questions Multiple choice Matching Sentence completion True or false

Checklist Score

Yes No

Staff recommendations

Meeting with staff

Contractual Negotiation

Information circulars

Suggestion boxes

Comment forms

Social media

Observation

Learning Outcome 13 Review changes in internal and external environments and integrate

findings into planning for quality service

Changes in environments affecting quality service planning

Internal factors

management changes

organizational restructures

introduction of new equipment

recruitment

- Brainstorming on Changes in internal and external environments affecting quality service planning

- Presentation on Characteristics of

quality service

- Research on Mode of customer

service provision

- Role play on Mode of customer service provision


Internet - Internet connection - Audio-visual


movies - Projector - Marker pen - Flip chart and stand


388 | P a g e

practices

External factors

Technological changes affecting service delivery

Ehanges in the competitive environment

Economic climate Trends in customer

preferences Introduction of

e‐business legal changes Political changes Social changes

Characteristics of quality service

Reliability Competence Responsiveness Courtesy Credibility Consistency

Modes of customer service provision Face-to-face Online By telephone

Email or written communication

- White board

389 | P a g e





Written

True or False questions Multiple choice questions

Checklist Score

Yes No

Indicator 1 Changes in environments affecting quality service planning

Organization structure

New equipment

Recruitment practices

Technology change

Change in competition

Inflation

Social change economic climate

Trends in customer preferences

Introduction of e‐business

Legal changes

Political changes

Social changes

Observation


Frequent review of changes in internal and external environments and integrate


390 | P a g e

Learning Outcome 14 Provide opportunities to staff to participate in the quality customer

service planning process

Implication of staff in service planning process strategies

Workshop organization

Short meeting Questionnaire Suggestion box

Importance of staff implication in service planning process

- Group discussion on Implication

of staff in service planning

process

- Brain storming on setting

customer service standards

- Oral presentation on Implication


process

- Role play on Implication of staff in service planning process






Assessor may collectamong the following evidences and make judgements on whether the performance

criterion has been achieved or not


Written evidence

Essay (short responses)


Appropriate provision of opportunities for staff to participate in the customer



391 | P a g e

Checklist Score

Yes No

Short meeting

Questionnaire

Suggestion box


Observation

Learning Outcome 15 Develop standards and planning to address key quality service issues

Customer service planning process

Consideration of critical factors associated with the service

Market conditions that impact growth and service demand

The state of the organization performance gaps and areas for improvement

Service level targets necessary to meet customer satisfaction goals

Resource requirements to meet projected service demand

Staff training and development initiatives

A review of the Service offering

- Group discussion on staff in


- Brain storming on Consideration

of critical factors associated with

the service

- Presentation on standards

development and quality service

planning

- Practical exercises on customer

service planning






392 | P a g e

portfolio Service tools and

systems to enhance efficiency and productivity

The financial plan for the organization

Implementation strategies Customer service standards

Response times pricing standards product quality and

quantity bill and menu

presentation standards personal presentation

standards

Complaint management process

Listen Apologize Solve Thank





Written

Developing customer service plan in groups of 5 students


Proper development of standards and planning to address key quality service

issues

393 | P a g e

Checklist Score

Yes No

Indicator Consideration of critical factors associated with the service

Market condition

State of the organization

Service level

Resources required

Financial plan

Staff requirement

Service tools

Implementation plan

Observation

394 | P a g e

LU 2 Manage the delivery of quality service

2

Learning Outcomes

1 Communicate customer service issues standards and expectations clearly to staff

2 Provide staff with access to information on service standards and delivery

3 Coach staff to deal with customer service issues and take responsibility for service outcomes

4 Monitor customer service in the workplace according to organization policies and procedures to ensure standards are met

20 Hours

Learning Outcome 21 Communicate customer service issues standards and expectations

clearly to staff

Communication of customer service issues and expectation to staff

Definition of communication

Ways of communication

Oral Writing Non-verbal

expressions

Communication process

Encoding Medium of

transmission

o Group discussion on The

techniques methods of

communicating customer

service issues

o Brain storming on ways of

communication

o Role play on communication

of customer service issues

- Books - Computer - Smart phone for Internet - Internet connection - Suggestion box - Sample comment form - Audio-visual equipment - Short FampB service movies - Projector - Marker pen - Flip chart and stand - White board


Content

395 | P a g e

Decoding Feedback

The techniques methods of communicating customer service issues

Questioning summarizing and paraphrasing

Seeking feedback to confirm understanding

Conducting interviews surveys or other modes of consultation

Obtaining management decisions

Analysing internal or external data

Making recommendations





Written evidence

True or False questions Essay (short responses)


Clear communication of customer service issues standards and expectations

clearly to staff

396 | P a g e

Checklist Score

Yes No

Indicator Communication of customer service issues and expectation to staff

Oral

Written

Non-verbal expressions

Encoding

Medium of transmission

Decoding

Feedback

Observation

Learning Outcome 22Provide staff with access to information on service standards and

delivery

Strategies that enable staff to access to information on service standards and delivery

Organization of on job training Brochures distribution Manual of Standard Operation

Procedures (SOPs) Conduct briefing Menus or price lists


o Brainstorming Strategies

that enable staff to access

to information on service

standards and delivery


Internet - Internet

connection - Sample menus - Audio-visual


movies - Projector - Marker pen - Flip chart and

stand - White board



397 | P a g e




Written evidence


Checklist Score

Yes No

Indicator Strategies that enable staff to access to information on service standards and delivery

Organization of on job training

Brochures distribution

Manual of Standard Operation Procedures (SOPs)

Conduct briefing

Menus or price lists

Observation

Learning Outcome 23 Coachstaff to deal with customer service issues and take responsibility

for service outcomes

Coaching staff

Definition

Coaching process

Preparation for coaching

o Group discussion on Customer

service coaching

o Brain storming on coaching

process

o Visual Presentation on customer


Internet - Internet

connection - Audio-visual

equipment



Adequate provision to staff with access to information on service standards and

delivery

398 | P a g e

Coaching methods Communicate staff Conducting coaching Make follow up

Customer service issues

Causes Categories

Handling techniques


service coaching

o Role play on customer service

coaching

o

- Short FampB service movies

- Projector - Marker pen - Flip chart and

stand - White board





Written evidence


Checklist Score

Yes No

Indicator Coaching staff

Definition

Indicator Coaching process


Coaching methods

Communicate staff

Conducting coaching

Make follow up

Indicator Customer service issues

Causes

Categories

Indicator Handling techniques


Correct use of coaching to assist staff to deal with customer service issues and

take responsibility for service outcomes

399 | P a g e

Listen

Apologize

Solve

Thank

Observation

Learning Outcome 24 Monitor customer service in the workplace according to organization

policies and procedures to ensure standards are met

Characteristics of excellent customer service Reliability Competence Responsiveness Courtesy Credibility Consistency

Service monitoring process Review the standards Evaluate performance

according to the standards and policies

Handle any complaint Take corrective measure

o Group discussion on Characteristics

of excellent customer service

o Presentation on customer service

monitoring

o Group discussion Service

monitoring process

o Role play on Service monitoring

process

o Research on Service monitoring

process


Internet - Internet


equipment - Short FampB

service movies - Projector - Marker pen - Flip chart and

stand - White board





Written evidence



Monitoring of customer service in the workplace according to organization



400 | P a g e

Checklist Score

Yes No

Indicator Characteristics of excellent customer service

Reliability

Competence

Responsiveness

Courtesy

Credibility

Consistency Review the standards

Indicator Service monitoring process

Evaluate performance according to the standards and policies

Handle any complaint

Take corrective measure

Observation

401 | P a g e

LU 3 Monitor and adjust customer service

3

Learning Outcomes

1 Seek feedback from customers on an ongoing basis and use this to improve performance where applicable

2 Identify customer service problems and make adjustments to standards systems and procedures to ensure continued service quality

20 Hours

Learning Outcome 31 Seek feedback from customers on an ongoing basis and use this to

improve performance where applicable

Interprete the information from Suggestion box comment form Talking with customers Social media Market analysis

Poor hygiene Communication

problem Poor quality product Delayed service Negative attitude

Service adjustment techniques Communication of

problems to concerned people

Staff training Implement

improvement

o Group discussion on Methods for gathering customer feedback

o Brain storming on Methods for gathering customer feedback

o Role play on gathering

customer feed back



form - Audio-visual




402 | P a g e





Written evidence


Checklist Score

Yes No

Indicator Interprete the information from Suggestion box comment form Talking with customers Social media Market analysis

Poor hygiene

Communication problem

Poor quality product

Delayed service

Negative attitude

Indicator Service adjustment techniques

Communication of problems to concerned people

Staff training

Implement improvement

Observation


Seek feedback from customers on an ongoing basis and use this to improve

performance where applicable

403 | P a g e

Learning Outcome32Identify customer service problems and make adjustments to

standards systems and procedures to ensure continued service quality

Making adjustments to standards systems and procedures regarding Safety

Hygiene standards and

procedures Communication standards Quality improvement

standards Service delivery standards Staff attitude

Service adjustment techniques Improve product quality Service quality Staff training

o Group discussion on Customer service problems identification Procedures

o Brain storming on Collect information

o Presentation on service adjustment techniques

o Research on service adjustment techniques

- Books - Computer - Smart phone

for Internet - Internet

connection - Suggestion box - Sample

comment form - Audio-visual



stand - White board





Written evidence

Multiple choice questions True or false questions


Proper identification of customer service problems and make adjustments to

standards systems and procedures to ensure continuous service quality


404 | P a g e

Checklist Score

Yes No

Indicator Making adjustments to standards systems and procedures regarding Safety

Hygiene standards and procedures

Communication standards

Quality improvement standards

Service delivery standards

Staff attitude standards

Observation



You are a Food and Beverage Supervisor at XYZ hotel located in Gasabo district Kigali City Few weeks ago your restaurant receivedsome customer comments about your services on comment form suggestion boxes about service delay poor product quality negative attitudes of service providers and poor hygiene Today your restaurant receives two customers for lunch As a restaurant supervisor you are requested to

Identified and analyze the comments and share the information

Set corrective improvement measures based on identified issues

Supervise the service delivery for todayrsquos guests Time given within 40 minutes

Comment forms Suggestion box Food items Restaurant equipment

405 | P a g e


Checklist Score

Yes No

Indicator Customer needs are identified and staff are notified

Suggestion boxes

Guest comment forms

Social media

Indicator Opportunities for customers and staff to provide feedback on products and service are provided


Comment form

Suggestion box

Talking with guest

Indicator Changes in internal and external environments are reviewed and findings are integrated into planning for quality service

Technology change


Inflation

Social change

Indicator Service issues standards and expectations are clearly communicated to staff

Response time

Staff attitudes

Product quality and quantity

Indicator Service plan is developed and staff are involved

Staff grooming

Service standards are set

Indicator Trainings are provided to staff

Service technical skills

Positive Behavior

Product knowledge

Indicator Good first impression is shown

406 | P a g e

Warm welcoming

Identify guest needs

Monitor the service

Assist where necessary

Indicator Follow- up is made

Ensure customer satisfaction

Record is made

Observation


Checklist Score

Yes No

Indicator Customer is satisfied


Comment form is used

Observation is made

Indicator Required service is offered

Supervision

Assistance is provided

Indicator No customer complaint

Comment form

Observation

Indicator Attitudes are applied

Respect

Courtesy

Punctuality

Observation

407 | P a g e


Checklist Score

Yes No


40 minutes

Service speed

Indicator Hyiegene is maintained

Staff grooming

Work place is cleaned

Indicator Main ideas details and key facts are clearly and accurately conveyed

Lunch meal

Observation

408 | P a g e

Reference books

1 Casado Matt A 2011 (2ndedition) Housekeeping Management (Course Smart) Wiley Jones









Electronic references

1 httpwwwhospitalitynetorgnews1540003204026910searchquery=hotel20






409 | P a g e

H O K M P 5 0 1 - MISE EN PLACE PERFOMANCE

HOKMP501 Perform mise en place


Credits 5 50

Sector Hospitality



Purpose statement

This core module describes the skills knowledge and attitudes required to perform

housekeeping mis en place At the end of this module learners will be able to describe

guestroom categories identifyingguestroom supplies identify cleaning agents tools and

equipment

410 | P a g e


NA


Learning units describe the essential outcomes of a competence 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


1 Describe guestroom categories 11 Proper classification of room types as per the

standards

12 Proper identification of room interiors as per

standards

13 Proper description of room status as per the

standards

2 Identify guestroom supplies 21 Proper identification of guestroom amenities as

per the room type

22 Proper identification of guestroom stationaries as

per the standards

23 Proper identification of guestroom facilities as per

the standards

3 Identify Cleaning tools agent and

equipment

31 Proper identification of tools according to their

usage

32 Proper identification of cleaning agents according

to the surface

33 Proper identification of equipment according to

their usage

411 | P a g e

LU 1 Describe guestroom categories

1

Learning Outcomes

1 Classify guestroom 2 Identify room interiors 3 Describe room status

20 Hours

Learning Outcome 11 Classify guestrooms

Classification of rooms

Standard room Twin Deluxe room

Junior suite

Executive suite

Enter leading room

family room

Presidential suite

Cabana room

Paraplegic room

Studio room

(Murphy room)

Apartment

o Brainstorming on guestroom types

o Guestrooms observation o Group discussion on room

types o Presentation on guestroom

types

Guestrooms Videos Projector Internet computer Flip charts Marker pens etc


412 | P a g e





Written evidence

Oral evidence

Open questions


Written questions

Checklist Score

Yes No

Indicator Guestrooms are classified

Standard room

Twin room

Deluxe room

Junior suite

Executive suite

Enter leading room family room

Presidential suite

Cabana room

Paraplegic room

Studio room

(Murphy room)

Apartment

Observation


Proper classification of guest rooms as per the standards

413 | P a g e

Learning Outcome 12 Identify room interiors

Fixtures

Art works

Lightings

Sink

Bathtub

Toilets

Furniture

Beds

o Bed sizes

Chairs

Sofa

Tables

Drawers

Built in

Luggage rack

Wardrobe

Fittings

Television

Curtains

Carpet

Wall coverings

Mirrors

Lamp shades

Headboards

o Brainstorming on guest room

interiors

o Group discussion on room

interiors

o Observation on room interiors

- Bedrooms

- Room interiors

- Pictures

- Video

- Projector

- Computer

- PowerPoint Flip

chart

- Papers Mark pens

- Pens





Proper identification of room interiors as per standards


Content

414 | P a g e


Written evidence

Oral evidence

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No

Indicator 1 Fixtures are well identified

Art works

Lightings

Sink

Indicator 2 Furnitures are well identified

Beds

Bed sizes

Chairs

Sofa

Tables

Indicator 3 Fittings are well identified

Television

Curtains

Carpet

Wall coverings

Mirrors

Observation

Learning Outcome 13 Describe room status

Room status

Vacant dirty

Vacant clean

Occupied dirty

Occupied clean

Out of order

Terminologies

Checked out

o Brainstorming on room

status terminologies

o Observation of rooms

status



o Presentation on room


- Rooms

- Pictures

- Videos

- Internet

- Projector

- Computer

- Power point

- Flip chart


415 | P a g e

Do Not

Disturb(DND)

Double lock

Skipper

Stay over

sleep out

complimentary

on change

sleeper

lockout

DNCO (Did not

check out)

Due out etc

- Papers

- Mark pens





Written evidence

Oral evidence

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No

Indicator 1 Room status are well identified

Vacant dirty

Vacant clean

Occupied dirty

Occupied clean

Out of order

Indicator 2 Terminologies of rooms status are well described

Checked out

Do Not Disturb(DND)


Proper description of room status as per the standards

416 | P a g e

Double lock

Skipper

Stay over

Sleep out

Complimentary

On change

Sleeper

Lockout

Observation

417 | P a g e

LU 2 Identify of guestroom supplies

2

Learning Outcomes

1 Identify guestroom amenities 2 Identify guestroom stationaries 3 Identify guestroom facilities

20 Hours

Learning Outcome 21 Identify guestroom amenities

Guest room amenities Body lotion

Soap

Shower cup

Shampoo

Conditioner

Dental kit

Vanity kit

Shaving kit

Sewing kits

Bath salt

Comb

Shoe shine

Shoe mitt

o Brainstorming on the room amenities

o Group discussions on room amenities

o Observation of room amenities

o Presentation on guestroom amenities

- Room amenities - Internet - Video - Pictures - Computer - Power point


Content

418 | P a g e

Shoe buff

Shoe horn

Bath sponge

Sanitary bag

Tissue box

Toilet papers





Written evidence

Open questions

Short questions

Multiple choice

Checklist Score

Yes No

Indicator Guest room amenities are well identified

Body lotion

Soap

Shower cup

Shampoo

Dental kit

Vanity kit

Shaving kit

Sewing kits

Bath salt

Comb

Shoe shine

Shoe mitt


Proper identification of guestroom amenities as per standards

419 | P a g e

Shoe buff

Conditioner

Shoe horn

Bath sponge

Sanitary bag

Tissue box

Toilet papers

Body lotion

Soap

Observation

Learning Outcome 22 Identify guestroom stationaries

Guestroom stationaries

Laundry list

Hotel directories

Mini bar menu

Breakfast knob card

DND sign

Bible or Coran

Pen and note pad

Room service menu

Newspapers

Letter heads

Envelopes

Tend cards

Hotel lien

o Brainstorming on

guestroom stationaries



o Observation of room

stationaries

o Presentation on


o Room stationaries

o Videos

o Internet

o Pictures



Proper identification of guestroom stationaries as per the standards


420 | P a g e




Written evidence

Oral evidence

Open questions

Short questions

Multiple choice

Task Identify guestroom supplies

Checklist Score

Yes No

Indicator 1 Guest room supplies are well identified

Laundry list

Hotel directories

Mini bar menu

Breakfast knob card

DND sign

Bible or Coran

Pen and note pad

Room service menu

Newspapers

Letter heads

Envelopes

Tend cards

Hotel lien

Laundry list

Abnormality is well discussed

Observation

421 | P a g e

Learning Outcome 2 3 Identify guestroom facilities

Guestroom facilities Hangers

Slippers

Hairdryer

TV with DVD Player

Hospitality Tray (coffee

ampTea)

Mini bar

Ashtrays

In room safe deposit

Telephone

Alarm clock

Ironing board

o Brainstorming on guestroom and bathroom linens

o Observation of guestroom and bathroom linens

o Group discussion on guestroom and bathroom linens

o Presentations on bathroom and guestroom linens

Videos Pictures Internet Books Flipchart Mark pen





Written evidence

Oral assessment

Open questions

Short questions

Multiple choice


Proper Manipulation of equipment and tools


422 | P a g e

Checklist Score

Yes No

Indicator 1Parameters that influence quality are well identified

Hangers

Slippers

Hairdryer

TV with DVD Player

Hospitality Tray (coffee ampTea)

Mini bar

Ashtrays


Telephone

Alarm clock

Ironing board

Observation

423 | P a g e

LU 3 Identify Cleaning tools agents and equipment

3

Learning Outcomes

1 Identify cleaning tools 2 Classify cleaning agents 3 Identify cleaning equipment

45 Hours

Learning Outcome 31 Identify cleaning tools

Types of cleaning tools

Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper

o Brainstorming on different

cleaning tools

o Group discussion on different

cleaning tools

o Observation of cleaning tools

o Presentation on cleaning tools

- Cleaning tools

- Flip chart

- Projector

- Internet

- Marker pens

- Videos

- Pictures


424 | P a g e





Written evidence


Open questions

Short questions

Task Identify cleaning tools

Checklist Score

Yes No

Indicator 1 Cleaning tools are well identified

Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper

Observation


Proper identification of cleaning tools as per standards

425 | P a g e

Learning Outcome 32 Classify cleaning agents

Identification of surfaces to be cleaned

Wooden Ceramics Golden Bracelets Aluminum Steel Silver Diamond Tiles Carpeted Glasses Paper Cement Water and oil paint Leather

Classification of cleaning agents

Disinfectants

Detergents Solvents Polishes Deodorants

Removers Abrasives Absorbents Antiseptics

o Brainstorming on cleaning

agents and surfaces

o Observation of cleaning agents

and surfaces

o Group discussion on cleaning

agents and surfaces

o Presentation on cleaning agents

and surfaces

- Surfaces

- Cleaning agents

- Computer

- Internet

- Videos

- PowerPoint





Proper identification of cleaning agents according to the surface


426 | P a g e


Written evidence

Performance

Open questions

Short questions

Task Identify cleaning agents referring to the surface to be cleaned

Checklist Score

Yes No

Indicator 1 Surface to be cleaned are well identified

Wooden

Ceramics

Golden

Bracelets

Aluminum

Steel

Silver

Diamond

Tiles

Carpeted

Glasses

Paper

Cement

Water and oil paint

Leather

Wooden

Indicator 2 Cleaning agents are well identified

Disinfectants

Detergents

Solvents

Polishes

Deodorants

Removers

Abrasives

Absorbents

Antiseptics

Disinfectants

Observation

427 | P a g e

Learning Outcome 33 Identify cleaning equipment

Identification of cleaning

equipment

Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle

Hot water extracting

machine

Vapor cleaning machine


equipment

o Group discussions on cleaning

equipment

o Presentation on cleaning

equipment

o Observation of cleaning

equipment

- Cleaning

equipment

- Videos

- Pics

- Internet





Written evidence


Open questions

Task Identify cleaning equipment


Proper identification of cleaning equipment according to their usage


428 | P a g e

Checklist Score

Yes No

Indicator Cleaning equipment are well identified

Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle




Observation

429 | P a g e



Lavana hotel located in Karongi opened since July 2018 it has a total of 245 rooms of different categories The hotel is expecting a team of twenty (20) guests arriving from England composed of ministers members of parliaments and their personal assistants Two of them have disability problems and three among them will come with their children As a room attendant you are requested to prepare for their arrival by identifying the room types on fourth floor required guest room supplies cleaning tools agents and equipment available in store then report their status


Guestrooms

Tools materials and equipment

Guestroom supplies

Guestroom amenities



Checklist Score

Yes No

Indicator 1 Guestroom categories are described

Classification of room types

Identification of room interiors

Description of room status

Indicator 2 Guestroom supplies are identified




Indicator 3 Cleaning tools agents and equipment are identified

Identification of tools

Identification of cleaning agents

Identification of equipment

Observation

430 | P a g e


Checklist Score

Yes No

Indicator Mise en place well performed

Guestroom categories

Guestroom supplies

Cleaning tools agents and equipment

Observation


Checklist Score

Yes No

Indicator 1 Room categories are properly described

Standard room

Twin

Deluxe room

Junior suite

Executive suite


Presidential suite

Cabana room

Paraplegic room

Studio room

Indicator 2 Guestroom supplies identified

Guestroom amenities


Guestroom facilities

Indicator Cleaning tools agent and equipment Identified

Proper identification of tools according to their usage


Proper identification of equipment according to their usage

Observation

431 | P a g e

Reference books

References books

1 Casado Matt A 2011 (2ndedition) Housekeeping Management (Course Smart) Wiley

Jones

2 Thomas J A 2007 (5thedition) Professional Management of Housekeeping Operations

Wiley

3 Nitschke Aleta A 2008 (3rdedition) Managing Housekeeping Operations Educational

Institute of the American Hotel Motel Association

4 Kappa Margaret M 1997 (2ndedition) Housekeeping Management Educational


5 OFallon Michael J 2010 (5thedition) Hotel Management and Operations Wiley

Powell P Hunter and Watson D 2006 Service unseen The hotel room attendant at work An

article from International Journal of Hospitality Management








432 | P a g e

H O K R C 5 0 1 - ROOM CLEANING

HOKRC501 Perform room cleaning


Credits 9 90

Sector Hospitality



Purpose statement

This core module describes the skills knowledge and attitudes required to perform room

cleaning At the end of this module learners will be able to select cleaning tools agents and

equipment store used ones and clean the entire room

433 | P a g e


NA



the required performance needed to demonstrate achievement of the learning unitBy the end



1 Prepare for cleaning a guestroom 11 Proper selection of cleaning toolsagents and

equipment as per their utilities

12 Proper performance of trolley and caddy box

packing as per room status

13 Proper performance of entering guestroom as per

set standards

2 Perform cleaning of entire

guestroom

21 Proper soaking of bathroom according to the surfaces

22 Proper application of cleaning tools agents and equipment as per room status

23 Appropriate cleaning of guestroom as per set standard

3 Storing of used cleaning tools

agents and equipment

31 Proper cleaning of used tools and equipment as

per the manual instruction

32 Proper storing of cleaning tools agents and

equipment as per their types

33 Proper reporting of work done as per room status

434 | P a g e

LU 1 Prepare for cleaning a guestroom

1

Learning Outcomes

1 Select cleaning tools agents and equipment 2 Perform trolley and caddy box packing 3 Perform entering guestroom

20 Hours

Learning Outcome 11 Select cleaning tools agents and equipment

Selecting cleaning tools

Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper

Selecting cleaning

equipment

Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

o Brainstorming on cleaning tools agents and equipment

o Demonstration of cleaning tools agents and equipment

o Individual practice on selecting cleaning tools agents and equipment

Cleaning tools agents and equipment Videos Pictures Flipchart Marker pen Internet


435 | P a g e

Cradle


machine

Vapor cleaning

machine

Selecting cleaning agents

Disinfectants







Written evidence


Open questions

Multiple choice

Task Select cleaning tools agents and equipment


Proper selection of cleaning tools agents and equipment as per their utilities

436 | P a g e

Checklist Score

Yes No

Indicator 1 Cleaning tools are well selected

Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Indicator 2 Cleaning equipment are well selected

Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle



Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle


Indicator 3 Cleaning agents are well selected

Disinfectants

Detergents

Solvents

Polishes

Deodorants

Removers

Abrasives

Absorbents

Antiseptics

Observation

437 | P a g e

Learning Outcome 12 Perform trolley and caddy box packing

Steps for packing chamber

maidrsquos trolley

Pack heavy linen from the

bottom shelf

Pack bed sheets and pillow

cases from the second shelf

Pack the bath linen at the

third shelf

Pack all the amenities

stationeries glasses on the

top

Lastly put the caddy box

under the garbage bag

Items to be packed in caddy

box

Multipurpose cleaner

Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution

Cleaning cloth and Sponge

Gloves

Air freshener

Steps to follow while packing

chamber maid trolley


bottom shelf

Pack bed sheets and

pillow cases from the second

shelf

Back the bath linen at the

third shelf

Pack the amenities

stationaries glasses on the

o Brainstorming on the

chamber maidrsquos trolley and

caddy box packing

o Group discussion on the steps

to follow when packing trolley

and caddy box

o Demonstration of trolley and

caddy box packing

- Chamber maid

trolley

- Caddy box

- Cleaning agents

tools and equipment

- Bed and bathroom

linen

- Pictures

- Videos

- Projector

- Computer

- Flip chart

- Papers

- Marker pens


Content

438 | P a g e

top





Written

Performance

Matching questions

Multiple questions

Short questions

Task Pack trolley and caddy box

Checklist Score

Yes No

Indicator 1 Steps to pack caddy box are well followed

Pack heavy linen from the bottom shelf

Pack bed sheets and pillow cases from the second shelf

Pack the bath linen at the third shelf

Pack all the amenities stationaries glasses on the top

Lastly put the caddy box under the garbage bag



Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution

Cleaning cloth and sponge

Gloves

Air freshener


Proper performance of trolley and caddy box packing as per room status

439 | P a g e

Indicator 3 Steps to follow while packing chamber maidrsquos trolley are well respected




Pack all the amenities stationeries glasses on the top


Observation

Learning Outcome 13 Perform entering guestroom

Entering the guest room

procedures

Knock the door

Announce the department

Open the door

Put the door stopper

Parking the trolley

Airing the room

Switch on the lights and Air

Conditioner

Draw the curtains

Open the windows

Empty the trashes

Remove used crockeries

o Brainstorming on entering

guestrsquo rooms procedure

o Role play on entering a

guestrsquo room

o Role play on airing a

guestsrsquo room

- Guestrooms

- Chamber maid trolley

- Door stopper

- Room keys

- Room status worksheet





Proper performance of entering guestroom as per set standard


440 | P a g e


Written evidence


Open questions

Multiple questions

Short questions

Task Apply entering guestroom procedures

Checklist Score

Yes No

Indicator 1 Entering guest room procedures are well applied

Knock the door


Open the door


Parking the trolley

Indicator 2 Airing the guest room procedures are well applied

Switch on the lights and Air Conditioner

Draw the curtains

Open the windows

Empty the trashes


Observation

441 | P a g e

LU 2 Perform cleaning of entire guestroom

2

Learning Outcomes

1 Soak bathroom 2 Use cleaning tools agents and equipment 3 Clean guestroom

50 Hours

Learning Outcome 21 Soak bathroom

Areas to be soaked

Toilet

Sink

Bathtub

Shower

Tiles

Types of cleaning agents

Toilet cleaner

Multisurface

cleaner

o Demonstration on how to soak the bathroom

o Observation on how to soak a bathroom

o Individual practice on soaking bathroom

- Bathroom - Cleaning agents - Cleaning tools - Video - Pictures



Content

442 | P a g e




Written evidence

Oral evidence


Open questions

Multiple questions

Task Soak bathroom

Checklist Score

Yes No

Indicator 1 Areas to be cleaned are well soaked

Toilet

Sink

Bathtub

Shower

Tiles


Toilet cleaner

Multisurface cleaner

Observation


Perform cleaning of entire guestroom

443 | P a g e

Learning Outcome 22 Clean bathroom

Cleaning bathroom procedures

Clean hand wash (sink)

Clean mirror a single circular

motion

Clean shower

Clean toilet

Clean both side of the door

Mop the floor

o Brainstorming on use of

cleaning tools on different

surfaces

o Individual practice on

cleaning bathroom

o Cleaning tool

agent and

equipment

o Videos

o Internet

o Pictures





Oral evidence

Written evidence


Open question

Task Clean the bathroom

Checklist Score

Yes No

Indicator Cleaning bathroom procedures are well applied


Clean mirror a single circular motion

Clean shower

Clean toilet



Proper cleaning of bathroom as per set standard


444 | P a g e

Mop the floor



Observation


Steps of cleaning a

bedroom

Dusting

Mopping

Polishing

Vacuuming

Cleaning of bedroom

Sequence

Daily

Weekly

Periodically

Technics of cleaning a

bedroom

Clockwise

Anti-clockwise

Up- downwards

Farthest to the exit

Final touches steps

Arrange furniture

o Group discussion on ways

of cleaning bedroom o Demonstration on how to

clean a bedroom o Individual practice on

cleaning a bedroom o Role play on how to do

final touches in a bedroom

˗ Bedroom

˗ Furniture

˗ Fixtures

˗ Fittings

˗ Dusters

˗ Mops

˗ Vacuum cleaner

˗ Videos

˗ Pictures

˗ Cleaning agents


445 | P a g e

Last glance

Spray air freshener

Lock the door

Write room status





Written evidence


Open questions

Short questions

Task Follow steps of cleaning a bedroom

Checklist Score

Yes No

Indicator 1 Steps of cleaning a bedroom

Dusting

Mopping

Polishing

Vacuuming

Indicator 2 Technics of cleaning a bedroom are applied

Clockwise

Anti-clockwise

Up- downwards


Indicator 3 Final touches steps of cleaning a bedroom are followed

Arrange furniture

Last glance

Spray air freshener

Lock the door

Write room status

Observation


Appropriate cleaning of bedroom as per set standard

446 | P a g e

LU 3 Store used cleaning tools agents and equipment

3

Learning Outcomes

1 Clean used tools and equipment

2 Store cleaning tools agents and equipment

3 Report work done

45 Hours

Learning Outcome 31 Clean used tools and equipment

Methods of cleaning used tools and equipment

Dry dusting

Damp dusting

Wet cleaning

o Group discussion on ways of

cleaning used tools and

equipment

o Demonstration on how to

clean used tools and

equipment

o Individual practice on how to

clean used cleaning tools and

equipment

- Cleaning tools and

equipment

- Cleaning agents

- Videos

- Pictures





Proper cleaning of used tools and equipment as per the manual instruction


447 | P a g e


Written evidence


Open questions

Multiple questions

Task Clean used tools and equipment

Checklist Score

Yes No

Indicator Methods of cleaning used tools and equipment are applied

Dry dusting

Damp dusting

Wet cleaning

Observation

Learning Outcome 32 Store cleaning tools agents and equipment

Points to be considered

while storing cleaning tools


Cool and dry place

Keep them in their

original containers

Aerated place

Ventilated place

Refill used cleaning

agents

Cover spray bottles

Keep labels on containers

o Brainstorming on points to

consider while storing used

cleaning tools agents and

equipment

o Demonstration and individual

practice on how to store used


equipment

˗ Store

˗ Pantries

˗ Shelves

˗ Boxes

˗ Cleaning tools

agents and

equipment

˗ Videos

˗ Pictures

˗ Internet


448 | P a g e





Written evidence

Oral evidence

Open questions

Multiple question

Task Store cleaning tools agents equipment and tools

Checklist Score

Yes No

Indicator Points to consider while storing used tools agents and equipment are well stated

Cool and dry place

Keep them in their original containers

Aerated place

Ventilated place

Refill used cleaning agents

Cover spray bottles


Observation


Proper storing of cleaning tools agents and equipment and tools

449 | P a g e

Learning Outcome 33 Report work done as per room status

Types of report

Room status

Lost and found

DND (Do not disturb)

Missing items

Double lock

Maintenance

Damages

o Brainstorming on types of

report

o Individual practice on how

to make different reports

˗ Work sheet

˗ Hand over report

˗ Pen





Written evidence


Open questions

Multiple questions

Task Make report

Checklist Score

Yes No

Indicator Reports are well done

Room status

Lost and found

DampD (Do not disturb)

Missing items

Double lock

Maintenance

Damages

Observation


Proper reporting of work done as per room status


450 | P a g e



Ubumwe Grande Hotel located in Kigali city center has 153 rooms in total including 19 fully furnished and serviced apartments Asnew room attendant on duty you are given 5 occupied rooms to clean You are requested to park the trolley and caddy box in the pantry soak bathroom clean entire guest room and store used cleaning tools agents and equipment All resources are provided

This task should be completed within a maximum of 4 hours

Cleaning Tools materials and equipment

Bathroom

Store

Pantries

Shelves

Boxes

Bedroom

Furniture

Fixtures

Fitting

Dusters

Mops

Vacuum cleaner


Checklist Score

Yes No

Indicator 1 Cleaning tools agents and equipment are well selected

Cleaning Tools

Cleaning agents

Cleaning equipment

Indicator 2 Steps for packing chamber maidrsquos trolley are observed


Pack bedsheets and pillow cases from the second shelf









451 | P a g e

Indicator 3 Items to be packed in the caddy box are selected


Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Gloves

Air freshener


Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution

Indicator 4 Room cleaning process is well respected

Entering the room

Soaking the bathroom

Cleaning the bedroom

Cleaning the bathroom

Store used cleaning tools materials and equipment

Observation

452 | P a g e


Checklist Score

Yes No

Indicator 1 The guestroom is properly cleaned

Bathroom cleaned

Bedroom cleaned

Indicator 2 Cleaning tools materials and equipment are effectively used

Selection of cleaning tools material and equipment

Cleaning of used tools materials and equipment

Storing used tools materials and equipment

Observation


Checklist Score

Yes No

Indicator 1 The occupied guestrooms are completely clean

5 guestrooms

Indicator 2 Time is respected

4 hours

Indicator 3 Efficient use of methods and procedures

Dosage of cleaning agents

Use of tools materials and equipment

Respect of the whole process

Observation

453 | P a g e

Assessment Criterion 4 Safety

Checklist Score

Yes No

Indicator 1 Personal protective equipment well used

Gloves

Safety shoes

Goggles

Masks

Indicator 2 Safety postures are well observed

Bending

Lifting

Carrying

Pushing

Pulling

Indicator 3 Cleaning tools materials and equipment are safely used

Selection of cleaning toolsmaterials and equipment according to their usage

Proper disposal of wastes

Observation

454 | P a g e

References books


Jones


Wiley



4 Kappa Margaret M 1997 (2ndedition) Housekeeping Management Educational Institute












455 | P a g e

H O K S M 5 0 1 - STOCK MANAGEMENT

HOKSM501 Manage stock


Credits 4 40

Sector Hospitality



Purpose statement

This module describes the skills knowledge and attitude required to manage stock It is intended for

learners who have successfully completed the level 3 At the end of this module learners will be able to

identify stock of goods determine the size of stock and calculate cost of handling stock

456 | P a g e


Study of the market

Establishment of Daily work schedule in business

Business techniques

Market Management







1 Identify stock of goods 11 Proper listing of goods in the stock according to market

demand

12 Proper categorization of goods in line with goods

available

13 Accurate selection the needed goods by customer in

line with the markets requirements

2 Determine the size of stock 21 Correct designing the right size of the stock for goods

identified

22 Convenient ensuring availability of stock as per the

standards

23 Right recommendation of the stock size in accordance

with the business budget and market requirements

3 Calculate cost of handling stock 31 Accurate determination of charges according to the

accounting principles

32 Proper calculations of the margin cost of handling the

stock to the accepted accounting principles

33 Proper evaluation of the stock in accordance with stock

management practices

457 | P a g e

LU 1 Identify stock of goods

1

Learning Outcomes

1 List goods in the stock according to market demand

2 Categorize goods in line with goods available

3 Select the needed goods by customer in line with the markets

requirements 20 Hours

Learning Outcome 11 List goods in the stock according to market demand

Definition of

market demand

stock of goods

Introduction to stock


Stock arrangement best practices

o Brainstorming on definition of

market demand

o Group discussion on definition

of stock

o Site visit of warehouses

o Questions and answers

o Problem solving

o Documentary analysis

o Further research on internet

- Reference books

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Marker pen

- Computer

- Stock management

software

Content Learning activities Resources


Proper listing of goods in the stock according to market demand

458 | P a g e




Written or performance

o Multiple choice exercises o Essayamp Case study o True or false questions o Observation checklist

Checklist Score

Yes No

Meaning of market demand and stock of goods

Description of stock management practices

Performance of stock arrangement best practices

Observation

Learning Outcome 12 Categorize goods in line with goods available

Types of goods

Perishable goods

Nonperishable goods

Determine goods available

Ways to categorize goods

Fast consumed goods

One-time-use products

(eg packages)

Repeatedly-used ndash

products

o Brainstorming on ways to

categorize goods

o Group discussion on how to

determine goods available

o Practical exercise on how to



o Problem solving



- Reference books

- Internet

- Calculator

- Computer

- Black board

- Chalk board



Proper Categorization of goods in line with goods available


459 | P a g e




Written evidence

Oral evidence

Multiple choice exercises Essayamp Case study True or false questions

Matching exercise

Learning Outcome 13P Select the needed goods by customer in line with the markets

requirements

Determination of market

requirements

Identification of needed goods

Selection criteria

o Brainstorming on selection

criteriarsquos


determine market

requirements

o Site visit of a market


o Problem solving



- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Marker pen

- Data collection tools


Checklist Score

Yes No

Description of types of goods

Determination of goods available

Ways of categorizing goods

Observation


460 | P a g e




Written evidence

Oral evidence


Matching exercise

Checklist Score

Yes No

Determination of market requirements


Selection of Criteria

Observation


Accurate selection the needed goods by customer in line with the markets

requirements

461 | P a g e

LU 2 Determine the size of stock

2

Learning Outcomes

1 Design the right size of the stock for goods identified 2 Ensure convenient availability of stock as per the standards 3 Recommend the stock size in accordance with the business

budget and market requirements 10 Hours

Learning Outcome 21 Design the right size of the stock for goods identified

Stock layout

Advantages of maintaining the

right size of stock

Factors to determine the right

size of the stock

Demand

Storage capacity

Storage cost

o Site visit of a warehouse


measure stock

o Brainstorming on design

process steps


determine the right size of the

stock


o Problem solving


- Calculator

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers

- Papers

- Pens



Correct designing the right size of the stock for goods identified


462 | P a g e




Written evidence

Oral

o Multiple choice exercises o Essayamp Case study o True or false questions

o Matching exercise

Checklist Score

Yes No

Description of different types of stock layout

Identification of advantages of maintaining the right size of stock

Outline of factors to determine the right size of the stock

Observation

Learning Outcome 2 2 Ensure Convenient availability of stock as per the standards

Identification of company

standards

Ways to stock goods conveniently

Boxes (to allow maximum

space utilization use boxes of

same size marked with

contents amp sealed with

packing tape)

Packing (be sure to fill every

available space)

Lay out (stack the heaviest

items that will not be needed

at the bottom try to leave a

gap between your goods amp

walls)

Accessibility (place goods in

arrangement of how often


stock goods conveniently

o Site visit of warehouse

o Brainstorming on how to stock

goods conveniently





o Problem solving

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers

- Papers

- Pens

- Standards marks


463 | P a g e

they are needed so that they

can be easily accessed)

Necessity (keep in stock the

needed goods)

Organize stock visits

Determine an affordable and

secure storage solution





Written evidence

Oral


Essayamp Case study

True or false questionssing

Matching exercise

Checklist Score

Yes No

Identification of company standards

Identification of ways to stock goods conveniently

Organization of stock visits

Determination of affordable and secure storage solution

Observation


Convenient ensuring availability of stock as per the standards

464 | P a g e

Learning Outcome 22 Recommend the stock size in accordance with the business budget

and market requirements

Identification of goods to be

stored

Determine storage means or

methods used

Delivery mode

Road

Air

Sea

Train

o Brainstorming on definition

of a business budget



o Problem solving


o Role play

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers





Written evidence

Oral


Matching exercise

Observation checklist

Checklist Score

Yes No

Identification of goods to be stored

Determination of storage means or methods to be used

Determination of delivery mode

Observation


Right recommendation of the stock size in accordance with the business budget



465 | P a g e

LU 3 Calculate cost of handling stock

3

Learning Outcomes

1 Determine charges according to the accounting principles 2 Calculate the margin cost of handling the stock to the accepted

accounting principles 3 Evaluate the stock in accordance with stock management

practices 10 Hours

Learning Outcome 31 Determine charges according to the accounting principles

Definition of accounting

Outline the basic accounting

principles

Determination of charges incurred

during stock handling

Cost of storage space

Cost of storage services (IT

Equipment technical

assistance services security)

Cost of storage risks (damages

caused by product movement

deterioration during the

storage period)

Cost of capital

o Brainstorming on how to

determine charges incurred


o Group discussion on basic



o Practical exercises on how to




o Problem solving


- Calculator

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Markers



Accurate determination of charges according to the accounting principles


466 | P a g e




Written evidence

Oral


Matching exercise

Problem solving

Learning Outcome 32 Calculate the margin cost of handling the stock to the accepted


Definition of margin cost

Description of handling stock

Methods to calculate margin

cost

o Brainstorming on handling stock


calculate margin cost



o Problem solving



calculate margin cost of handling

the stock

- Calculator

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Markers


Checklist Score

Yes No


Outline of the basic accounting principles

Determination of charges incurred during stock handling

Observation


467 | P a g e




Written evidence

Oral


Matching exercise

Checklist Score

Yes No



Performance of different methods to calculate margin cost

Observation

Learning Outcome 33 Evaluate the stock in accordance with stock management practices

Definition of stock management

Definition of stock evaluation

Stock evaluation methods

FIFO

LIFO

Weighted Average Average

cost method

o Brainstorming on stock

management

o Group discussion on stock

evaluation methods

o Practical exercises on stock

evaluation methods

o Site visit of

warehouse

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Marker pen




Proper calculations of the margin cost of handling the stock to the accepted


468 | P a g e




Written evidence

Multiple choice exercises True or false questions

Matching exercise

Checklist Score

Yes No



Description of stock evaluation methods

Observation


Proper evaluation of the stock in accordance with stock management practices

469 | P a g e



URUMULI Company Ltd is a food processing company located at Nyabihu district It is facing the problem of mismanaging store resulting to understate of stock which causes the lack of timely delivery to its customers and overstate of stock which leads to high cost of handling stock URUMULI Company Ltd is looking for ways to set a minimum stock level to satisfy the needs of its customers in line with its cost capacity and maximum stock level to avoid losses As a competent trade retailer you are hired to determine the minimummaximum stock level and cost of handling stock for the following transactions mentioned below within 5 hours

Normal usage 50 units per week each

Minimum usage 25 units per week each

Maximum usage 75 units per week each

Reorder Quantity A 300 units B 500 units Reorder Period A 4 to 6 weeks B 2 to 4 weeks

Determine minimum and maximum stock level Calculate cost of handling stock Suggest the effective stock evaluation method

Paper

Notebook

Pens

Calculator

Paper holder

Ruler

470 | P a g e


Checklist Score

Yes No

Indicator Goods are listed in the stock according to market demand

List of goods

Level of demand

Indicator The right size of the stock for goods identified is designed

Formula to be used

Minimum stock level

Maximum stock level

Indicator Right stock size in accordance with the business udget and market requirements is recommended

Market requirements

The right stock level

Indicator The margin cost of handling the stock to the accepted accounting principles is calculated

Formula used

Marginal cost

Indicator Stock evaluation method is suggested in accordance with stock management practices


Observation


Checklist Score

Yes No

Indicator Effective stock management

No loss

No delay in delivery

No high cost incurred

No customer complains

Observation

471 | P a g e


Checklist Score

Yes No

Indicator Minimum stock level to satisfy the needs of its customers is set

No understate of stock

Timely delivery

Customersrsquo needs satisfied

Markets requirements satisfied

Indicator Maximum stock level to avoid losses is set

No overstate of stock

Indicator Margin cost of handling stock calculated

Stock is handled accordingly

Indicator effective stock evaluation method suggested

Effective stock management

Indicator Time respected

Work performed in determined time

Observation

Reference books

1 wwwrfsmartcom

2 httpsenmwikipediaorg-wiki-stock management

3 Robert Cinnnamon B H-L (2006) How to understand business finance

4 Lawarence J GITIMAN P (2006) Principles of managerial Finance eleven edition San Diego

State University

472 | P a g e

C C M I A 5 0 1 - INDUSTRIAL ATTACHMENT PROGRAM (IAP)

CCMIA501 Integrate workplace


Credits 30 300

Sector All

Sub-sector All

Issue dateNovember 2017

Purpose statement

This module describes the skills knowledge and attitudes required to integrate the

studentsinternee in workplace for an industrial attachment program or employment The

module will allow the learner to demonstrate supervisory skills at the workplace get briefed on

industrial attachment program and develop onersquos competences on the workplace

473 | P a g e


All the modules covered







1 Demonstrate supervisory skills 11 Proper exploration of industrial attachment policy 12 correct identification of labor contracts 13 Proper identification of supervisorrsquos roles and responsibilities 14 correct preparation of technical report as supervisor 15 Appropriate filing of work related documents

2 Get briefed on industrial attachment program

21 Proper setting of industrial attachment goals 22 Proper description of IAP documents 23 Clear explanation on how IAP assessment is conducted

3 Develop onersquos competences on the workplace

31 Expected competencies are fully developed 32 Trainee logbook is completely and well filled 33 Proper description of gained work experience

474 | P a g e

LU 1 Demonstrate supervisory skills

1

Learning Outcomes

1 Explore industrial attachment policy 2 Identify labor contracts 3 Identify supervisorrsquos roles and responsibilities 4 Prepare a technical report as supervisor 5 File work related documents

10 Hours

Learning Outcome11Explore industrial attachment policy

National workplace policies and procedures

International workplace policies and procedures

o Group work on national workplace policies and procedures

o Research on workplace policies and procedures in different countries

o Asking questions o Large group discussion

- Text books - Notebooks - Pens - Chalkboard - Hand out





Proper exploration of industrial attachment policy


Content

475 | P a g e


Written

Oral

Essay (short responses and extended responses) Expose (presentation)

Checklist Score

Yes No

Industrial attachment policies

Definitions of labor contract

Types of labor contract

Differences among labor contracts

Observation

Learning Outcome 12 Identify labor contracts

Utility of different embroidery material equipment and tools

o Collection of materials and tool

o Observation of materials tools and equipment

o Group discussion on utility of different embroidery material equipment and tools

See Learning Outcome 11



476 | P a g e




Written evidence

Oral evidence

Multiple choice True or false question Matching Sentence completion Essay (short responses and extended responses

Expose (presentation)

Checklist Score

Yes No

Observation


Correct identification of labor contracts

477 | P a g e

Learning Outcome 13 Identify supervisorrsquos roles and responsibilities

Supervisorrsquos roles and responsibilities

Coach Mentor Advocate for

organization Advocate for

employee

o Small group work o Individual work o Large group discussion o Pair work o Asking questions






Written evidence

Oral evidence

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


Question and answer


Proper identification of supervisorrsquos roles and responsibilities


478 | P a g e

Checklist Score

Yes No

Possible roles and responsibilities of supervisor

Observation

Learning Outcome 14 Prepare a technical report as supervisor

Steps in making technical report

Gather the necessary information about professional activities

Explain the work you have done

Mention any problems you encountered and explain how you solved them

Specify what you hope to accomplish next workday

o Research on steps in making technical report

o Asking questions o Small group work o Large group discussion




Correct preparation of technical report as supervisor


479 | P a g e




Written evidence

Product evidence

(Check list)

Essay (short responses and extended responses)

Checklist Score

Yes No

Well prepared Technical report

Observation

Learning Outcome 15 File work related documents

Different ways to file documents in a filing cabinet o Alphabetical o Category o Date o Numerical o Combination

Considerations in filing technics

o Group work on different ways to file documents

o Individual work o Large group discussion o Asking questions

- Text books - Notebooks - Pens - Chalkboard - Hand out on different ways to

file documents


480 | P a g e





Written evidence

Product evidence


Checklist Score

Yes No

Completed checklist on documents filing

Different ways to file documents

Observation


Appropriate filing of work related documents

481 | P a g e

LU 2Get briefed on industrial attachment program

2

Learning Outcomes

1 Set industrial attachment goals 2 Describe IAP documents 3 Explain how IAP assessment is conducted

5 Hours

Learning Outcome 21 Set industrial attachment goals

Goals of industrial attachment

o Group discussion on the IAP goal

o Research on the IAP goals o Asking questions o Individual work on the setting

of own IAP goals

- Hand out on industrial attachment goals

- Text books - Notebooks - Pens - Chalkboard





Written evidence Essay (short responses extended responses) Multiple choice


Proper setting of industrial attachment goals


Content

482 | P a g e

Oral evidence

True or false question

Question and answer

Checklist Score

Yes No

List of possible industrial attachment goals

Observation

Learning Outcome 22 Describe IAP documents

IAP Logbooks IAP list of competencies to be

developed IAP attendance sheet IAP agreement IAP report form IAP Evaluation form IAP interview form

o Presentation by trainees and trainer

o Small group work on the interpretation of IAP logbooks

o Exercise on the completion of IAP logbooks

o Asking questions o Guided learning on how to

complete IAP logbooks

- Logbooks -



483 | P a g e




Written evidence


Multiple choice True or false question Question and answer

Checklist Score

Yes No

Essential elements of IAP documents

Observation

Learning Outcome 23 Explain how IAP assessment is conducted

Written tests

Performance evidence(marked by company supervisor)

Respond to interview questions


o Discussion on IAP assessment is conducted

o Asking questions

- Vocational tools - Task sheets -



Proper description of IAP documents

484 | P a g e





Written evidence

Oral evidence

Essay (short responses extended responses) Expose (presentation)

Checklist Score

Yes No

Explanation of IAP procedures

Observation


Clear explanation on how IAP assessment is conducted

485 | P a g e

LU 3 Develop onersquos competences on the workplace

3

Learning Outcomes

1 Develop competencies related to onersquos field 2 Fill Trainee logbook 3 Describe gained work experience

285 Hours

Learning Outcome 31 Develop competencies related to onersquos field

Various activities tasks related to onersquos field

o Perform various activities tasks related to onersquos field

- -Vocational tools related to onersquo field





Expected competencies are fully developed


486 | P a g e


Written evidence

Product evidence

Checklist Score

Yes No

List of well performed activities tasks given by industry (checklist)

Observation

Learning Outcome 32 Fill Trainee logbook

IAP reports

IAP Evaluation

IAP interview

o Complete trainee logbook

- -logbooks





Trainee logbook is completely and well filled


487 | P a g e


Written evidence

Product evidence

Checklist Score

Yes No


Observation

Learning Outcome 33Describe gained work experience

Work experience related to onersquos field

o Presentation

- Questionnaires containing questions related to work experience



Proper description of gained work experience


488 | P a g e




Written evidence

Oral evidence


Checklist Score

Yes No

Brief presentation of experience gained during the industrial attachment period

Observation

489 | P a g e

Reference books

1 httpwwwdifferencebetweennetbusinessdifference-between-factory-and-industry

2 httpswwwcapitalfmcokecampusstudents-5-things-you-need-to-do-to-secure-an-attachment

3 httpsmallbusinesschroncompurpose-organizational-structure-3812html

4 httpiamanentrepreneuringuru-gyanimportance-mapping-organisation-structure

5 httpswwwedrawsoftcomwhy-use-orgchartphp

6 httpopenlibumnedustrategicmanagementchapter9-3-creating-an-organizational-structure

7 httpwwwdifferencebetweencomdifference-between-company-and-vs-industry

8 httpshbrorg201411to-encourage-innovation-make-it-a-competition

9 httpwwwinnovationmanagementse20121109does-encouraging-creativity-in-the-workplace-

improve-innovation

10 httpsmallbusinesschroncomdifferent-ways-file-documents-filing-cabinet-57513html

11 httpswwwthebalancecomcreating-a-document-management-system-2948084

12 httpwwwwowcomwikiTechnical_writings_chn=70amps_pt=source2amps_gl=USampv_t=content

13 httpsbizfluentcomhow-5093085-write-daily-reporthtml

14 httpsresourcesworkablecomsupervisor-job-description

15 httpsischoolsyreduinfospace20170720tips-overcoming-Industrial Attachment Program

(IAP)-challenges

16 httpswwwresearchgatenetprofileFrank_Twenefourpublication272370787_Industrial_Trainin

g_Programmes_of_Polytechnics_in_Ghana_The_Pertinent_Issueslinks55056a6e0cf24cee3a046df8

Industrial-Training-Programmes-of-Polytechnics-in-Ghana-The-Pertinent-Issuespdf

17 httpstoughnickelcommiscChallenges-faced-by-interns-Problems-commonly-found-in-Industrial

Attachment Program (IAP)s

18 Adu peproh J FrankBK Twenefour (2015) industrial training program of polytechnics in Ghana the

pertinent issues Ghana

a | P a g e

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

competenciesrsquo 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 eg 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 onersquos 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 personrsquos 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 ldquoknow howrdquo 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

RWANDA POLYTECHNIC ndash RP Kigali-Rwanda Email inforpacrw Web wwwrpacrw PO Box 164 Kigali Rwanda

2 | P a g e

HOTHOK5001-TVET CERTIFICATE V

HOUSEKEEPING

REQF Level 5 CURRICULUM

i | P a g e






January 2019

ii | P a g e

Copyright











any liability






Published by




iii | P a g e

Table of Contents







21 Description 2









34 Flowchart 9



42 Portfolio 10












iv | P a g e

































v | P a g e



























H O K B M 5 0 1 - B E D M A K I N G 3 6 1






vi | P a g e























G L O S S A R Y a

vii | P a g e












CV Curriculum Vitae






Ltd Limited








viii | P a g e








LV Low Voltage


HV High Voltage



DC Direct Current









DC Direct Current

ix | P a g e

Acknowledgments



Coordination


Facilitators




























1 | P a g e









certification
















Section

1

2 | P a g e

Section

2


21 Description














learning process


workplace





environment








Machine

13 Manage store










Level REQF Level 5

Credits 119




3 | P a g e












Storekeeper

Machine Operator







4 | P a g e

Communication






Health reproduction


Business Plan





Self-management




5 | P a g e

Technology

Manipulate computer

Using internet



6 | P a g e















Total 60


GEN

ERA

L






SPEC

IFIC




Total 59

7 | P a g e

3 TRAINING PACKAGE



31 Course structure





















the following pages

Section

3

8 | P a g e

ROOM ATTENDANT

PROCESS



Du

rati

on

(2

60

Hrs

)

Att

end

sh

ift

bri

efin

g

Sch

edu

le d

aily

wo

rk

Pre

par

e th

e w

ork

pla

ce

Pre

par

e m

ater

ials

to

ols

an

d e

qu

ipm

ent

Per

form

th

e w

ork

Cle

an a

nd

sto

re t

oo

ls m

ater

ials

an

d e

qu

ipm

ent

use

d

Rep

ort

th

e w

ork

do

ne

Des

crib

e th

e o

ccu

pat

ion

an

d le

arn

ing

pro

cess

Mo

nit

or

occ

up

atio

nal

SH

E at

wo

rkp

lace

Mai

nta

in p

rofe

ssio

nal

co

nve

rsat

ion

in u

pp

er-i

nte

rmed

iate

En

glis

h

Gu

kore

sha

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yarw

and

a cy

rsquointy

oza

Pra

tiq

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tech

niq

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drsquoe

xpre

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rale

et

eacutecri

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Ku

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awas

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bal

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iofi

si k

atik

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ahili

Wo

rk in

a s

oci

ally

div

erse

en

viro

nm

ent

Use

ICT

at w

ork

pla

ce

Org

aniz

e a

bu

sin

ess

Ap

ply

pro

fess

ion

al e

thic

s

Inte

grat

e w

ork

pla

ce

Ap

ply

cu

sto

mer

car

e p

rin

cip

les

Bas

ic M

ain

ten

ance

of

Ho

use

kee

pin

g M

ach

ine

Man

age

sto

re

Ap

ply

Gen

eral

Mat

hem

atic

s

Ap

ply

Gen

eral

Ch

emis

try

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

Duration (930 Hrs)

30

30

30

30

30

30

30

30

30

30

30

0

60

10

0

40

70

60

1


50


90


120



competencies



9 | P a g e

34 Flowchart








Figure 2 Flowchart



Store management 4


Bed making 12













10 | P a g e






42 Portfolio




















on that module


Section

4

11 | P a g e




curriculum

















Relevance 90


(example Safety)

100

12 | P a g e









with pre-requisites







certification



module








13 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement








14 | P a g e


Not applicable









them








15 | P a g e


Introductions



expectations

- Trainer manual






1

Learning Outcomes


6 Hours




Content

16 | P a g e

Checklist Score

Yes No

Observation


Working as a team

Building trust


- Trainer manual








17 | P a g e

Checklist Score

Yes No

Observation





- Trainer manual








18 | P a g e

Checklist Score

Yes No

Observation

19 | P a g e


2

Learning Outcomes


12 Hours





Working conditions


neighborhood











Content

20 | P a g e

Checklist Score

Yes No

Observation




Duration Flowchart





school










21 | P a g e


Checklist Score

Yes No

Observation

22 | P a g e


3

Learning Outcomes


2 Hours





- Trainer manual







23 | P a g e


Checklist Score

Yes No

Observation











24 | P a g e


Checklist Score

Yes No

Observation

25 | P a g e


4

Learning Outcomes


10 Hours




o -







26 | P a g e


Checklist Score

Yes No

Observation












27 | P a g e


Checklist Score

Yes No

Observation


SMART goals








- Trainer manual







28 | P a g e


Checklist Score

Yes No

Observation


SMART goals








- Trainer manual





29 | P a g e




Checklist Score

Yes No

Observation







- Trainer manual



30 | P a g e




Checklist Score

Yes No

Observation



o -




31 | P a g e




Checklist Score

Yes No

Observation

Reference books





32 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement










33 | P a g e


Not applicable













practice













34 | P a g e


1

Learning Outcomes


10 Hours



discipline







safe




Content

35 | P a g e





Written

Oral

Performance


applied

Checklist Score

Yes No




Observation




procedures



36 | P a g e






Checklist

PPEs

Brushes

Store

Shelter

Shelves

Pen





Written

Oral

Performance





37 | P a g e

Checklist Score

Yes No




Observation


OSHE best practice

regulations

standards









38 | P a g e


Written

Oral

Performance


Checklist Score

Yes No



Observation

39 | P a g e


2

Learning Outcomes


10 Hours





o Site visit




Near miss





Content

40 | P a g e




Written

Oral

Performance


Checklist Score

Yes No



Observation









41 | P a g e





Impact of incidents

Social impact

loss of manpower


poor production


compensation


permanent injuries


persistent pain


anxiety

depression


42 | P a g e




Written

Oral

Performance


Checklist Score

Yes No



Observation









43 | P a g e

fatal







Written

Oral

Performance




44 | P a g e

Checklist Score

Yes No




Observation


Use of PPEs














45 | P a g e


Written

Oral

Performance


Checklist Score

Yes No







Observation

46 | P a g e


3

Learning Outcomes



10 Hours









- Reference books

- Internet

- Hand-outs

- Stories and

pictures


47 | P a g e























48 | P a g e










Written

Oral

Performance


and safety matters

Checklist Score

Yes No





Observation



49 | P a g e






Written

Oral

Performance







Procedures


- Reference

books

- Internet

- Hand-outs

- Stories and

pictures





50 | P a g e

Checklist Score

Yes No



Observation


Evaluation forms





pictures







51 | P a g e


Written

Oral

Performance


Checklist Score

Yes No




Observation




(Author Editor)


Date 2009







52 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement












53 | P a g e





















intended message



accents






business document

54 | P a g e


1

Learning Outcomes


question forms

10 Hours






QampA






Flip charts

Whitechalk Board

Markers

Microphones

Reference books

Scenarios

Stationeries

Scenarios

Projector

Lesson plan

Trainee manual

Reference books


Content

55 | P a g e







Written evidence


Writing practice

Task


the class

Checklist Score

Yes No


Language use

Observation



56 | P a g e









to the audience


Flip charts

Whitechalk Board

Markers

Microphones

Reference books

Scenarios

Stationeries

Scenarios

Projector

Lesson plan

Trainee manual

Reference books







57 | P a g e


Oral evidence


Presentation

Task


Checklist Score

Yes No


Language use


Observation


forms



Scenarios

Whiteblackboard

Reference books

Markers

Flip charts

Paper

Stationeries


58 | P a g e





Oral evidence


Discussions

Presentations

Task


Checklist Score

Yes No




Observation



question forms

59 | P a g e


2

Learning Outcomes


5 Hours





information








Content

60 | P a g e




Written evidence

Oral evidence






Checklist Score

Yes No

Types of texts



Observation



61 | P a g e




Writerrsquos stance


Scenarios

Whiteblackboard

Reference books

Markers

Flip charts

Paper

Stationeries

Lesson plan

Trainee manual





Written evidence







62 | P a g e

Checklist Score

Yes No

Types of texts




Observation





words









63 | P a g e


Written evidence

Oral evidence



Task


Checklist Score

Yes No


Observation

64 | P a g e


3

Learning Outcomes


10 Hours






Flip charts

Whitechalk Board


Scenarios

Stationeries

Projector

Computer

Lesson plan

Trainee manual

Recordings



65 | P a g e




Oral evidence




Checklist Score

Yes No



Observation



66 | P a g e










Oral evidence



Task






67 | P a g e

Checklist Score

Yes No


Observation






rd - Reference











68 | P a g e

Oral evidence


Discussions

Presentations

Task



Checklist Score

Yes No



Types of listening


Observation

69 | P a g e


4

Learning Outcomes


5 Hours












70 | P a g e




Written evidence

Performance



Checklist Score

Yes No


Writing processes

Observation



71 | P a g e









Understanding









72 | P a g e


Written evidence

Oral

Performance


Task


differences

Checklist Score

Yes No



Observation







document




73 | P a g e





Written evidence



Task


Checklist Score

Yes No



Observation









74 | P a g e

- Lesson plan





Written evidence



Task


Checklist Score

Yes No



Language use

Observation

Reference books



75 | P a g e




Credits 3 30

Ishami Yose

Agashami Twose


Intego nyamukuru









76 | P a g e

Ubushobozi fatizo





zagezweho


















77 | P a g e





78 | P a g e


1




Amasaha 6




Inkurushusho

Insanganyamatsiko

Inyunguramagambo
















activities

Ibyigwa

79 | P a g e

ihimbankuru













Gihamya Isuzuma





80 | P a g e


Yego Oya


inkurushusho

Umwanzuro



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru














activities

Ibyigwa

81 | P a g e

Udukino dufatiye ku

nkurushusho

nrsquoindangagaciro










Gihamya Isuzuma




82 | P a g e


Yego Oya

Insanganyamatsiko

Inyunguramagambo



Umwanzuro



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru












activities

Ibyigwa

83 | P a g e


Udukino dufatiye ku

nkurushusho

bakuranwa











Gihamya Isuzuma




84 | P a g e


Yego Oya


Umwanzuro



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru

















activities

Ibyigwa

85 | P a g e









Gihamya Isuzuma



Yego Oya


Umwanzuro



86 | P a g e



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru





















activities

Ibyigwa

87 | P a g e




Gihamya Isuzuma



Yego Oya

Ihimbankuru

Umwanzuro



88 | P a g e


2





Amasaha 6



zitandukanye



Inyunguramagambo


Ingingo zrsquoumuco













activities

Ibyigwa

89 | P a g e




yrsquoubworoherane












Gihamya Isuzuma





zitandukanye

90 | P a g e


Yego Oya



Umwanzuro




Inyunguramagambo


Ingingo zrsquoumuco















activities

Ibyigwa

91 | P a g e




akomeye










Gihamya Isuzuma



Yego Oya

Inyunguramagambo




92 | P a g e

Ingingo zrsquoumuco




Umwanzuro




Inyunguramagambo


Ingingo zrsquoumuco





Ihangamwandiko ku












activities

Ibyigwa

93 | P a g e



kumva umwandiko









Gihamya Isuzuma



Yego Oya


Umwanzuro



94 | P a g e




Inyunguramagambo


Ingingo zrsquoumuco


















o Gukora inshamake




activities

Ibyigwa

95 | P a g e

yrsquoumwandiko





Gihamya Isuzuma



Yego Oya



Umwanzuro



96 | P a g e





Inyunguramagambo


Ingingo zrsquoumuco























activities

Ibyigwa

97 | P a g e





Gihamya Isuzuma



Yego Oya


Umwanzuro







activities

Ibyigwa



muryango

98 | P a g e


Inyunguramagambo


Ingingo zrsquoumuco







mpamvu

















99 | P a g e


Gihamya Isuzuma



Yego Oya

Ibinyazina

Umwanzuro

100 | P a g e


3




Amasaha 6





Inyunguramagambo





















activities

Ibyigwa

101 | P a g e


akomeye










Gihamya Isuzuma





102 | P a g e


Yego Oya



Umwanzuro




Inyunguramagambo






















activities

Ibyigwa

103 | P a g e


Ibinyazina Ngenera

ngenga Ndafuturan

dasigura Mpamagazi









Gihamya Isuzuma



Yego Oya

Inyunguramagambo

Insanganyamatsiko



Umwanzuro



104 | P a g e




Inyunguramagambo








Ibinyazina Ngenera

ngenga Ndafuturan

dasigura





















activities

Ibyigwa

105 | P a g e

Mpamagazi



Gihamya Isuzuma



Yego Oya


Umwanzuro









activities

Ibyigwa



106 | P a g e

Inyunguramagambo









nta mpamvu



















107 | P a g e


Gihamya Isuzuma



Yego Oya



Umwanzuro




Inyunguramagambo














activities

Ibyigwa

108 | P a g e




















Gihamya Isuzuma




109 | P a g e


Yego Oya


Umwanzuro




Inyunguramagambo





















activities

Ibyigwa

110 | P a g e


akomeye










Gihamya Isuzuma



Yego Oya

Ibinyazina

Umwanzuro



111 | P a g e


4





Amasaha 6






inyunguramagambo





ihimbamwandiko











˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo



activities

Ibyigwa

112 | P a g e

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro

matsinda






Muntu





Gihamya Isuzuma



Yego Oya



Umwanzuro




113 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo





activities

Ibyigwa

114 | P a g e




Gihamya Isuzuma




115 | P a g e


Yego Oya

Inyunguramagambo




Umwanzuro





inyunguramagambo













˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi


activities

Ibyigwa

116 | P a g e

nrsquoumuco


ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro







˗ Inkoranyamagambo






Gihamya Isuzuma



Yego Oya


Umwanzuro



117 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo






activities

Ibyigwa

118 | P a g e


Gihamya Isuzuma



Yego Oya

Ihimbamwandiko

Umwanzuro



119 | P a g e


yrsquoubutaka




inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo





activities

Ibyigwa

120 | P a g e




Gihamya Isuzuma



Yego Oya


Umwanzuro



121 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo






activities

Ibyigwa

122 | P a g e


Gihamya Isuzuma



Yego Oya

Ikinyazina

Umwanzuro



123 | P a g e


5




Amasaha 6























activities

Ibyigwa

124 | P a g e

ikocamye Imvugo

isanzwe Imvugo

ihanitse


indomo yrsquoabantu




asanwzeho





Gihamya Isuzuma



Yego Oya





125 | P a g e


Umwanzuro









ikocamye Imvugo

isanzwe Imvugo

ihanitse














activities

Ibyigwa

126 | P a g e



rimwe yrsquoabantu


ga yrsquoidini yari

asanwzeho



127 | P a g e



Gihamya Isuzuma



Yego Oya



Umwanzuro






activities

Ibyigwa



128 | P a g e







ikocamye Imvugo

isanzwe Imvugo

ihanitse



rimwe yrsquoabantu


ga yrsquoidini yari

asanwzeho

















129 | P a g e

Gihamya Isuzuma



Yego Oya


Umwanzuro





















activities

Ibyigwa

130 | P a g e


mu ikinamico






Gihamya Isuzuma



Yego Oya


Umwanzuro




131 | P a g e




























activities

Ibyigwa

132 | P a g e

Gihamya Isuzuma



Yego Oya


Umwanzuro




















activities

Ibyigwa

133 | P a g e



abakinankuru





13102014



Gihamya Isuzuma



Yego Oya

Amazina bwite

Umwanzuro



134 | P a g e















135 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement








136 | P a g e


Not applicable















137 | P a g e


1

Learning Outcomes




12 Hours




forms of address




Product preferences



materials






Content

138 | P a g e




Written

Oral

Performance


Checklist Score

Yes No


Observation






language spoken

language written




139 | P a g e





Written

Oral

Performance


Checklist Score

Yes No



Observation











140 | P a g e







Written

Oral


Checklist Score

Yes No


Observation



diplomatic services











141 | P a g e


2

Learning Outcomes




18 Hours


workplace


Causes of conflict

race

language

special needs

disabilities

gender

age

roles

emotions

misinformation

misinterpretation

values





Content

142 | P a g e




Written

Oral


Checklist Score

Yes No



Observation






workplace

143 | P a g e


greetings

key phrases

customs

protocol

business practices




being accommodating







- Reference books


- Online materials






Written

Oral

Performance





144 | P a g e

Checklist Score

Yes No


Observation



Raising issues


informal meeting

Mediation


formal writing

formal meetings

work ethics



materials








145 | P a g e


Written

Oral

Performance


Checklist Score

Yes No


Observation

Reference books





146 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement









147 | P a g e


Not applicable












148 | P a g e


1

Learning Outcomes


10 Hours










Content

149 | P a g e




Written evidence

Oral evidence




IDs



Checklist Score

Yes No

Observation



150 | P a g e







Table of contents









order


151 | P a g e


Written evidence

Oral evidence




IDs



Checklist Score

Yes No

Observation

152 | P a g e





Overlay Drop Shadow








Written evidence




IDs






153 | P a g e

Checklist Score

Yes No

Observation

154 | P a g e


2

Learning Outcomes


10 Hours





Compress a file

File Conversion





network






Content

155 | P a g e




Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Observation

156 | P a g e












Written evidence

Oral evidence


Written evidence






157 | P a g e

Task


IDs



Checklist Score

Yes No

Observation


Page setup

Print preview

Print dialog box


Printer options



Print page ranges




Printer Projector



158 | P a g e




Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Observation



159 | P a g e







Network or WLAN




or VPN




o


Projector







160 | P a g e


Written evidence

Oral evidence




Task


IDs



Checklist Score

Yes No

Observation

161 | P a g e

LU 3 Manage data

3

Learning Outcomes


10 Hours




Length Description









162 | P a g e




Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No



Formatting of data

Labeling

Observation



163 | P a g e



SearchFind Replace


The undo command


Synonyms


o






Written evidence

Oral evidence


Written evidence



Task





164 | P a g e

IDs



Checklist Score

Yes No

Observation











165 | P a g e


Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Observation

166 | P a g e




Duplication removal








formatting


167 | P a g e


Written evidence

Oral evidence




Task


IDs



Checklist Score

Yes No

Observation

168 | P a g e








Written evidence

Oral evidence




Task


IDs





169 | P a g e


Checklist Score

Yes No

Observation

Reference books


170 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement



171 | P a g e


Not applicable

















172 | P a g e


1

Learning Outcomes


7 Hours




Confidentiality








Content

173 | P a g e




Written evidence

Oral evidence


Essay



Sentence completion

Checklist Score

Yes No

Privacy

Independence

Security

Right to vote

Medication

Education

Employment

Promotion

Leave( Holydays)

Observation



174 | P a g e



Respect for others


Protected areas









Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




175 | P a g e

Checklist Score

Yes No

Tax Compliance


Self-reliance

Honesty

Observation









176 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Agenda of Meeting

Personal Agenda

Observation



177 | P a g e











Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




178 | P a g e

Checklist Score

Yes No

Resource Crunch

Opportunity

Attitude

Observation

179 | P a g e


2

Learning Outcomes


15 Hours




Policies










Content

180 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No



Observation








181 | P a g e





Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Utilitarian Theory

Duty Ethics

The virtue Theory



Observation



182 | P a g e


Cooperation










Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




183 | P a g e

Checklist Score

Yes No


Service Orientation

Uplift others


Political awareness

Observation

184 | P a g e

LU 3Apply safety

3

Learning Outcomes


8 Hours











185 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Scenario Analysis


Fault-tree Analysis

Event-tree Analysis

Human Error

Observation

186 | P a g e


Safety and Risk


Safe Exit









Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




187 | P a g e

Checklist Score

Yes No

Observation



Importance of PPE











188 | P a g e


Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No


Observation

Reference books


PUBLISHERS India






189 | P a g e




Credits 3 30

Section Toutes

Option Toutes


But viseacute





190 | P a g e


Non appliqueacute






courante


majuscules


ponctuation


mots







public



service



contradictoires








191 | P a g e

reacuteunion










192 | P a g e


1



6 Heures


Lettres

Minuscules

Majuscules


communs


phrase

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies


feutres

- Projecteurs

- Flash Disc








193 | P a g e


Preuveseacutecrites

Preuvesorales


Oui Non





Observations


Accents

Aiguumle

Grave

Circonflexe

Ceacutedille

Signes de

ponctuation

Point

Point

drsquoInterrogation

Point

drsquoexclamation

Point de

suspension

Virgule

Point-virgule

Guillemets

Double points




- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disc




194 | P a g e




Preuveseacutecrites

Preuvesorales


Oui Non


ponctuation

Observations



mots


mots

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disc






195 | P a g e





Preuvesorales


Oui Non


Observations



196 | P a g e


2



4 Heures


Vocabulaire

technique


meacutetier



- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuvesecrites

Preuves orales



son meacutetier


197 | P a g e


Oui Non



Observations


Vocabulaire

technique

Preacutesentation




- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales






198 | P a g e


Oui Non



Observations



Rapports de service



meacutetier

- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuvesecrites

Preuves orales



rapports de service

Ressources


199 | P a g e


Oui Non


meacutetier

Observations



Reacutequisition

Commande

Livraisons

Recouvrement



- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuves ecrites

Preuves orales



Ressources


200 | P a g e


Oui Non



Lettre de commande

Lettre de livraison

Observations

201 | P a g e


3



6 Heures



- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




202 | P a g e


Oui Non


Observations




Toleacuterance



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressource


203 | P a g e


Oui Non







Observations


Interventions des

membres du groupe




- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales



groupe


204 | P a g e


Oui Non



Observations

205 | P a g e


4



8 Heures



- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressources


206 | P a g e


Oui Non




Observations



suivre


reacuteunion



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales





Ressources


207 | P a g e


Oui Non







Observations



suivre


reacuteunion



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales





208 | P a g e


Oui Non


Prise de notes



Observations

209 | P a g e


5




6 Heures


Arguments

Preacutesentation

eacutecrite


- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressource


210 | P a g e


Oui Non


Introduction

Corps

Conclusion



Observations


Regravegles de la

rheacutetorique



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressources


211 | P a g e


Oui Non



Exposition

Argumentation

Conclusion

Observations



Grandes lignes de

conclusion drsquoun

exposeacute

Deacutegageant des

perspectives de

conclusion drsquoun

exposeacute



- Textes

- Illustrations

- Dialogues

- CD audio-visuels







Ressources


212 | P a g e


Preuveseacutecrites

Preuves orales



Oui Non


Observations









ISBN 978-2-7531-0103-6


213 | P a g e




Idadiyavipindi 3 30

Idara Zote

Mikondo Yote


Lengo






214 | P a g e











kulingana na hati


kiofisi



zilizopokewa


mbali




wa hati mbali mbali


inayohitajiwa


uwasilishaji


215 | P a g e


1

Yanayotegemewa



Saa10




Ripoti

Simu ya mdomo

Simu ya kuandika

Risala

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano

o Kutega sikio

o Kusoma kimya

o Kusoma kwa makund

o Kuandika mchoro

- Vitabu vya

utungaji

- Vitabu vya

sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Vigezo vya kitengo



Yaliyomo

216 | P a g e


Kanda ya Filamu

Andishi



Ndiyo Bado




Maoni



lugha

Lugha ya ishara

Lugha ya heshma

Istilahi za lugha

Lugha fasaha

o Kusoma




unaostahili

- Vitabu vya

utungaji

- Vitabu vya

sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki


Yaliyomo

217 | P a g e



Kanda Ya Filamu

Andishi



Ndiyo Bado




Maoni

Vigezovyakitengo


218 | P a g e



mbali mbali za

Barua

Ripoti

Simu ya mdomo

Simu ya kuandika

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano




- Vitabu vya

utungaji

- Vitabu vya sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki




Andishi

Simulizi

Kanda ya Filamu


Vigezovyakitengo



Yaliyomo

219 | P a g e


Ndiyo Bado


Tungo sahihi

Mantiki

Maoni

220 | P a g e


2

Yanayotegemewa


Saa10



Barua

Ripoti

Simu ya mdomo

Simu ya kuandika

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano


o Kusoma kimya


- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Vigezo vya kitengo



Yaliyomo

221 | P a g e


Andishi

Simulizi



Ndiyo Bado



Lengo la kila aina

Maoni


Kifungu cha hati

Mtungaji Wakati wa

kutunga Sababu za

utungaji Ujumbe

muhimu


o Kugundua mtungaji




- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Yaliyomo

222 | P a g e



Andishi

Simulizi

Ufahamu



Ndiyo Bado


Walengwa

Wakati wa kutunga

Lengo la utungaji

Maoni


Njia ya masimulizi


Baruwa pepe

Simu ya mdomo

Simu ya kuandika





- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi


Yaliyomo

Vigezo vya kitengo


223 | P a g e

- Ubao

- Chaki




Andishi

Simulizi


Vigezo vya kitengo


224 | P a g e


Ndiyo Bado





Maoni

225 | P a g e


3

Yanayotegemewa


Saa10



Wapokeaji

Mila na desturi za

wapokeaji

Mandhari

Lugha inayohitajiwa





- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Vigezo vya kitengo



Yaliyomo

226 | P a g e


Andishi

Simulizi



Ndiyo Bado


Walengwa


Mandhari

Maoni


Sanii za utungaji





zilizotajwa

- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Yaliyomo

227 | P a g e



Andishi

Simulizi

Kanda ya filamu



Ndiyo Bado




Maoni


Ana kwa ana

Simu

Mtandao

Posta





- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao


Yaliyomo

Vigezo vya kitengo


228 | P a g e

- Kamusi

- Ubao

- Chaki




Andishi

Simulizi


Vigezo vya kitengo


229 | P a g e

Marejeo


Dar es Salaam




Press







Ndiyo Bado


Sifa za kila njia



Maoni

230 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement





231 | P a g e











business operations


requirements


requirements




environment







and suppliers



resources


marketing campaigns


business


activities




232 | P a g e


1

Learning Outcomes


business plan

5 Hours




Business location


Office equipment

Office furniture





needs




233 | P a g e


resources





Written evidence

Product evidence


Checklist Score

Yes No










234 | P a g e







Observation










template


Content

235 | P a g e

recruitment
















236 | P a g e


Oral evidence

Product evidence


Checklist Score

Yes No

















237 | P a g e





Observation













238 | P a g e








Written evidence


Checklist Score

Yes No








plan

239 | P a g e
















Observation

240 | P a g e


2

Learning Outcomes


7 Hours













Content

241 | P a g e

Policies








Written evidence

Oral evidence



Checklist Score

Yes No







242 | P a g e














Observation

243 | P a g e





of task










Written evidence

Oral evidence





244 | P a g e

Checklist Score

Yes No








Observation











245 | P a g e

















246 | P a g e


Written evidence

Oral evidence


Checklist Score

Yes No
















247 | P a g e








Observation







248 | P a g e

and suppliers











Oral evidence

Written evidence




249 | P a g e

Checklist Score

Yes No












Observation

250 | P a g e


3

Learning Outcomes


10 Hours













251 | P a g e


Written evidence

Oral evidence



Checklist Score

Yes No



Long-term goals

Medium goals

Short-term goals


Long-term goals

Medium goals

Short-term goals

Observation

252 | P a g e



















Written evidence

Oral evidence





253 | P a g e

Checklist Score

Yes No















Employees

Business owners


Observation

254 | P a g e













Marketing campaign




contingency plan



255 | P a g e


campaign















256 | P a g e


Written evidence

Oral evidence



Checklist Score

Yes No











Observation

257 | P a g e


4

Learning Outcomes



8 Hours














258 | P a g e




Written evidence


Checklist Score

Yes No





Observation

259 | P a g e


and needs















in advance









inquiries and needs


260 | P a g e


Written evidence

Oral evidence


Checklist Score

Yes No









Observation

261 | P a g e














Oral evidence

Product evidence





262 | P a g e

Checklist Score

Yes No






Observation

263 | P a g e

Reference books







4 Read more


264 | P a g e




Credits 7 70

Sector All

Sub-sector All


Purpose statement










265 | P a g e


Not applicable


















266 | P a g e




















267 | P a g e










268 | P a g e


1

Learning Outcomes


5 Hours




Units conversion

Pythagorean theorem












269 | P a g e



Multiple questions

Checklist Score

Yes No















Observation


Definition of


Sine

Cosine

Tangent

Cosecant

Secant

cotangent

Calculation of




isosceles triangle






Content

270 | P a g e


special angles

030

045

060





Written

Open questions

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No













271 | P a g e



Observation




angles

Complementary

angles




Sine

Cosine

Tangent


angle

Sine

Cosine

Tangent



o Internet research







272 | P a g e




Written evidence

Open questions

Multiple questions

Short question

Checklist Score

Yes No





















Observation

273 | P a g e



sin 1x k k

cos 1x k k

tan x b

sin nx k

cosnx k











Written evidence

Open questions

Multiple questions

Short questions

Checklist Score

Yes No



found


found




274 | P a g e





Observation



Sine law Cosine law









Written evidence

Open questions

Short questions





275 | P a g e

Checklist Score

Yes No







Observation

276 | P a g e


2

Learning Outcomes


5 Hours






Argand diagram











Content

277 | P a g e



Checklist Score

Yes No










Observation


Calculations in


number









theory


278 | P a g e



Written evidence


Checklist Score

Yes No










Observation












279 | P a g e




Written evidence



Checklist Score

Yes No












Observation



280 | P a g e


3

Learning Outcomes





10 Hours



condition Domain of


Range of a function



Range of a function






Content

281 | P a g e






Checklist Score

Yes No







Observation


Even function

Odd function


numerical function

o Pairing work






existence condition

282 | P a g e






Checklist Score

Yes No




Observation


Finite limits

Infinite limits

Limit at infinity

Indeterminate case

0

0



o Pairing work








283 | P a g e

0





Written evidence


Checklist Score

Yes No







0

0

0

Observation



284 | P a g e


Definitions

Boundaries of

domain of

definition

Horizontal

asymptote

Vertical asymptote

Oblique

asymptote

Calculations

Horizontal

asymptote

Vertical asymptote

Oblique

asymptote




types of asymptotes







Written evidence

Open questions

Short questions





285 | P a g e

Checklist Score

Yes No










Observation

286 | P a g e


4

Learning Outcomes


15 Hours
















Content

287 | P a g e


Written evidence


Checklist Score

Yes No









Observation










Written evidence






288 | P a g e

Checklist Score

Yes No




Observation













Written evidence




derivatives


289 | P a g e

Checklist Score

Yes No









Observation






irrational function










the given function


290 | P a g e


Written evidence


Checklist Score

Yes No








Observation

291 | P a g e



Boundaries










Written evidence

Short questions

Open questions


5

Learning Outcomes


functions





10 Hours





292 | P a g e

Checklist Score

Yes No






Observation



Finite limits

Limits at infinity










Written evidence

Short questions

Open questions





293 | P a g e

Checklist Score

Yes No








Observation


Domain of validity


Set of solutions









Written evidence

Short questions

Open questions

Solving equations



validity


294 | P a g e

Checklist Score

Yes No








Observation


Differentiation


Concavity









Written evidence

Short questions

Open question





295 | P a g e

Checklist Score

Yes No










Observation



Curve sketching








Written evidence

Short questions

Open questions

Curve sketched




296 | P a g e

Checklist Score

Yes No







Observation

297 | P a g e



Boundaries










Written evidence

Short questions

Open questions


6

Learning Outcomes






5 Hours



existence condition


298 | P a g e

Checklist Score

Yes No






Observation


Finite limits

Limits at infinity




of asymptotes






Written evidence

Short questions

Open questions



exponentials


299 | P a g e

Checklist Score

Yes No








Observation



Domain of validity


Set of solutions



Hand-out notes

Reference books

Internet





Written evidence

Short questions

Open questions

Solving equations



domain of validity


300 | P a g e

Checklist Score

Yes No








Observation


Differentiation


Concavity



Hand-out notes

Reference books

Internet





Written evidence

Short questions

Open questions




301 | P a g e

Checklist Score

Yes No


First derivative



Second derivative

Concavity

Inflection points

Observation



Curve sketching



Hand-out notes

Reference books

Internet





Written evidence

Open questions

Sketching curve



variation


302 | P a g e

Checklist Score

Yes No






Plotting the curve

Observation

303 | P a g e


7

Learning Outcomes


15 Hours


Definition











304 | P a g e


Written evidence


Checklist Score

Yes No










Observation


Definition




parts








305 | P a g e



Written evidence


Checklist Score

Yes No







Observation


Calculation of area











306 | P a g e


Written evidence


Checklist Score

Yes No





Observation

307 | P a g e


Variance

Standard deviation











8

Learning Outcomes


5 Hours




308 | P a g e

Checklist Score

Yes No








Observation


Correlation

Covariance










calculations


309 | P a g e


Written evidence


Checklist Score

Yes No







Observation











Written evidence





310 | P a g e

Reference books












Checklist Score

Yes No







Observation

311 | P a g e




Credits 7 70

Sector All

Sub-sector All


Purpose statement







312 | P a g e


NA











atomic number (Z)



configuration




nature of solution


to the procedure


reactions











313 | P a g e


1

Learning Outcomes



10 Hours





periodic table



o Observation

o Group discussion

o Presentation

o Brainstorming

- Pictures

- Periodic table

- Video

- Projector



314 | P a g e





Written evidence

Oral evidence

Open questions

Multiple questions

Matching questions

Short questions


Sentence completion

Checklist Score

Yes No












315 | P a g e






Observation

316 | P a g e








partially filled




o Group discussion

o Presentation

o Brainstorming

- Periodic table

- Pictures

- Projector

- Computer - Video







metal


Content

317 | P a g e


Written

Oral


Checklist Score

Yes No








Observation

318 | P a g e



metals







state


o Group discussion

o Presentation

o Brainstorming

- Pictures

- Video

- Projector






Written evidence

Oral evidence

Open questions

Multiple questions

Short questions

Matching questions


Sentence completion




319 | P a g e

Checklist Score

Yes No









Observation

320 | P a g e


2

Learning Outcomes




30 Hours




Solid Liquid Gas





o Group discussion

o Presentation

o Observation

o Brainstorming

- Pictures

- Video

- Projector



Content

321 | P a g e





Written evidence

Oral evidence


Matching questions

Multiple questions


Sentence completion

Checklist Score

Yes No












322 | P a g e




Observation





Temperature

Pressure

Polarity


Solubility product


product



o Group discussion

o Presentation

o Observation

o Brainstorming

- Pictures

- Video

- Projector






323 | P a g e




Written evidence

Oral evidence

Open questions

Short questions

Multiple questions

Matching questions


Sentence completion

Checklist Score

Yes No












Observation

324 | P a g e


Describe titration

Define titration

Types of titrations

Acid-base

titration

Redox titration

Common indicators

Methyl violet

Bromophenol

blue

Methyl orange

Methyl red

Litmus

Bromothymol

blue

Phenolphthalein

Alizarin yellow


Wastewater analysis

Food and beverage

Pharmacology


Medicine

o Group discussion

o Brainstorming


o Presentation

o Practical

- Pictures

- Video

- Projector





325 | P a g e

petrochemicals



Procedure


Reagents


Conduct titration






Written evidence

Oral evidence


Open questions

Short questions

Multiple questions

Matching questions


Sentence completion




326 | P a g e

Checklist Score

Yes No
















Observation

327 | P a g e


3

Learning Outcomes





20 Hours








Cathode Anode


Daniell Dry Mercury


Fuel cell

o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



328 | P a g e

Half-cells





Written evidence

Oral evidence

Open questions

Short questions

Multiple questions

Matching questions


Sentence completion

Checklist Score

Yes No











329 | P a g e



Fuel cell is stated

Half-cell is stated

Observation








o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector






330 | P a g e




Written evidence

Oral evidence

Matching questions

Open questions

Multiple questions

Short questions


Sentence completion

Checklist Score

Yes No









Observation

331 | P a g e










the cell

o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector








332 | P a g e


Written evidence

Oral evidence

Open questions

Multiple questions

Matching questions

Short questions


Sentence completion

Checklist Score

Yes No










Observation

333 | P a g e


4

Learning Outcomes


10 Hours











o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



334 | P a g e






Written evidence

Oral evidence




335 | P a g e

Checklist Score

Yes No










Observation


Describe polymers





o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



336 | P a g e



(Amino-acids)










Written evidence

Oral evidence




337 | P a g e

Checklist Score

Yes No








Observation






o Group discussion

o Brainstorming


o Presentation

- Pictures

- Video

- Projector



338 | P a g e





Oral evidence

Written evidence

Oral evidence


Checklist Score

Yes No




Observation



339 | P a g e





block-elements



















340 | P a g e




Credits 10 100

Sector Hospitality



Purpose statement



machines

341 | P a g e





Computer skills













to the problems









342 | P a g e


1

Learning Outcomes




40 Hours




placed













machine - Scrubbing

machine - Hot water

extractor machine

- Hoover machine


343 | P a g e






Written evidence


Checklist Score

Yes No


Loosen parts

Mechanical wear


Signal of machine


Washing machine


calender machine



Steam foam machine


Scrubbing machine



344 | P a g e

Polishing machine



Observation



















Content

345 | P a g e





stopped working





Written evidence


Checklist Score

Yes No


Drainage problem






Dryer wont turn on

Noisy Dryer

Wrinkled clothes



346 | P a g e


No heat











Observation














347 | P a g e









Cleaning machine





Remove and replace

Observation




348 | P a g e


before maintenance

2

Learning Outcomes


30 Hours







- Video

- Internet

- Reference books

- Screw driver

- Plier

- Spanners





Content

349 | P a g e




Written evidence

Oral evidence


Product evidence




Screw driver

Plier

Spanners pump

Greasing


Oil

wire brush

Grease

Observation









- Video

- Internet

- Reference books

- Screw driver

- Spanner

- Plier



350 | P a g e










Checklist Score

Yes No


Solenoid valve

Lubricator

Door gasket

Motor

Hightemp lead

Lint screen

Lock WKey

Output harmess

Keypad overlay

Filter

Door seal kit

Bobbin chamber



user guide

351 | P a g e

Board

Roller drum

Bruches

Water tank

Belt


Observation








- Video

- Internet





guide


352 | P a g e






Checklist Score

Yes No





Observation

353 | P a g e


3

Learning Outcomes




30 Hours






- Vacuum cleaner


- Manual books

- Brush

- Oil





354 | P a g e






Checklist Score

Yes No




Observation











355 | P a g e







Written evidence

Oral evidence


Open questions

Oral questions

Multiple choice

Matching questions

Problem solving


Checklist Score

Yes No




Observation



356 | P a g e


machine









machine - Calender


machine - Scrubbing

machine - Hot water

extractor machine


clothes







357 | P a g e


Written evidence

Open questions

Oral questions

Multiple choice

Matching questions

Problem solving


Checklist Score

Yes No





Observation

358 | P a g e









clothes

359 | P a g e



Checklist Score

Yes No













Observation

Checklist Score

Yes No







Lubrification

Oiltement

Adjustment

Observation

360 | P a g e


References
















Checklist Score

Yes No


2 laundry machines

3 cleaning machines


5 hours




Observation

361 | P a g e




Credits 12 120

Sector Hospitality



Purpose statement




services

362 | P a g e


NA









as per standards


room status


standards




services


room status





363 | P a g e


1

Learning Outcomes

1 Strip bed



30 Hours





protector


a bed


bed


a bed

- Bed

- Bed linen

- Pictures

- Internet

- Video

- Projector

- Computer





364 | P a g e




Written evidence


Open questions

Multiple questions




Pull the bed



Remove pillowcases

Remove sheets


Observation





and oil



of stains


linen



- Soiled bed linen

- Damaged bed linen

- Pictures

- Video

- Projector

- Computer


Content

365 | P a g e





Written

Performance

Matching questions

Multiple questions

Short questions


Checklist Score

Yes No


Urine and faeces

Blood


Shoe polish

Food



Torn linen

Fade linen

Stretch linen

Observation



366 | P a g e














- Pictures

- Video

- Projector

- Computer







367 | P a g e


Written evidence

Oral evidence

Open questions

Multiple questions

Short questions

Checklist Score

Yes No


Valuable

Non valuable

Perishable


Inside pillow cases

Under mattresses

Inside drawers

In bathroom


Record the item











Observation

368 | P a g e


2

Learning Outcomes


20 Hours







sheet right side up


Putbed coverings


cases Put on

throwbed valent




making


- Pictures

- Video

- Projector

- Computer


Content

369 | P a g e






Written evidence

Oral evidence

Open questions

Short questions

Oral questions

Checklist Score

Yes No







Final touches


Observation



370 | P a g e








on sides

Put thebed cover




- Bed

- Mattress

- Blanket

- Pillow

- Pillow cases

- Bed sheets

- Pictures

- Video

- Projector

- Computer





Written evidence


Open questions

Short questions


Checklist Score

Yes No






Mitered all corners




371 | P a g e


Put thebed cover


Observation







Put the decorative

cautions




- Bed

- Mattress

- Duvet

- Pillow

- Pillow cases

- Bed sheets

- Pictures

- Video

- Projector

- Computer





Written evidence


Open questions

Short questions





372 | P a g e






Miter all corners


Put thebed runner


Observation

373 | P a g e


3

Learning Outcomes


20 Hours


Steps to follow


Enter the room






Report room status




down service

- Newspapers

- Chocolates

- Messages

- Flowers

- Shampoo

- Conditioner

- Hand lotion

- Sanitary items

- Bed sheets

- Bath towels and

pillows

- Toilet paper

- Tissues

- Videos

- Internet

- Books

- Door stopper

- Trolley



374 | P a g e




Written evidence


Open questions

Short questions


Checklist Score

Yes No


Linen preparation



Drawing of curtains


Placing items


Basic cleaning

Report room status

Observation



375 | P a g e


Departments

Front office

FampB

Security

Maintenance

IT

Clinic

Issues

Concierge services


dietary need



internet connection



other departments




departments



other departments

- Internet

- Video

- Text books




Content




376 | P a g e


Written evidence

Oral evidence

Matching questions

Open questions

Oral question

Multiple choice


Types of items

Special pillows

Extra bedding

Extra crockery and

cutlery

Extra towels

Extra furniture

Telephone chargers

Internet cables



lent to the guest



lent

- Internet

- Video

- Text books

- Adaptor

- Pillows

Checklist Score

Yes No


Front office

Security

FampB

Clinic

Maintenance

IT


Concierge services

Dietary need



Concierge services


Observation


377 | P a g e









Written evidence

Oral evidence

Open questions


Oral question

Checklist Score

Yes No


Special pillows

Extra bedding


Extra towels

Extra furniture

Telephone chargers


Record item




Record item



Observation



378 | P a g e





o Bed

o Mattress

o Mattress

protector

o Duvet

o Duvet cover

o Blanket

o Decorative

cautions

o Bed throw

o Newspapers

o Chocolates

o Flowers

o Shampoo

o Conditioner

o Hand lotion

o Sanitary items

o Bed sheets

o Pillows and

their cases

o Toilet paper

o Tissues

o Door stopper

379 | P a g e
















380 | P a g e




Credits 6 60

Sector Hospitality



Purpose statement






381 | P a g e


Level 3 and Level 4














service





382 | P a g e



383 | P a g e


1

Learning Outcomes






20 Hours














form - Audio-visual




384 | P a g e















385 | P a g e

Checklist Score

Yes No



Customer feedback

Suggestion box

Comment form



Quick service


Quality product

Hygiene

Affordable price

Safety and security





Amaze Your Customer

Observation

386 | P a g e








customers and staff





staff













387 | P a g e


Written evidence


Checklist Score

Yes No


Meeting with staff



Suggestion boxes

Comment forms

Social media

Observation




Internal factors

management changes



recruitment



quality service


service provision







388 | P a g e

practices

External factors










- White board

389 | P a g e





Written


Checklist Score

Yes No



New equipment


Technology change


Inflation




Legal changes

Political changes

Social changes

Observation




390 | P a g e









process





process










Written evidence






391 | P a g e

Checklist Score

Yes No

Short meeting

Questionnaire

Suggestion box


Observation














the service



planning


service planning






392 | P a g e








standards







Written




issues

393 | P a g e

Checklist Score

Yes No


Market condition


Service level

Resources required

Financial plan

Staff requirement

Service tools

Implementation plan

Observation

394 | P a g e


2

Learning Outcomes





20 Hours


clearly to staff





expressions


Encoding Medium of

transmission




service issues


communication





Content

395 | P a g e

Decoding Feedback












Written evidence




clearly to staff

396 | P a g e

Checklist Score

Yes No


Oral

Written


Encoding


Decoding

Feedback

Observation


delivery










Internet - Internet




stand - White board



397 | P a g e




Written evidence


Checklist Score

Yes No





Conduct briefing


Observation



Coaching staff

Definition

Coaching process



service coaching


process



Internet - Internet


equipment




delivery

398 | P a g e



Causes Categories

Handling techniques


service coaching


coaching

o



stand - White board





Written evidence


Checklist Score

Yes No


Definition



Coaching methods

Communicate staff

Conducting coaching

Make follow up


Causes

Categories





399 | P a g e

Listen

Apologize

Solve

Thank

Observation










monitoring


monitoring process


process


process


Internet - Internet




stand - White board





Written evidence






400 | P a g e

Checklist Score

Yes No


Reliability

Competence

Responsiveness

Courtesy

Credibility






Observation

401 | P a g e


3

Learning Outcomes



20 Hours









improvement




customer feed back



form - Audio-visual




402 | P a g e





Written evidence


Checklist Score

Yes No


Poor hygiene



Delayed service

Negative attitude



Staff training


Observation




403 | P a g e


















stand - White board





Written evidence






404 | P a g e

Checklist Score

Yes No







Observation








405 | P a g e


Checklist Score

Yes No


Suggestion boxes

Guest comment forms

Social media



Comment form

Suggestion box

Talking with guest


Technology change


Inflation

Social change


Response time

Staff attitudes



Staff grooming




Positive Behavior

Product knowledge


406 | P a g e

Warm welcoming


Monitor the service




Record is made

Observation


Checklist Score

Yes No




Observation is made


Supervision



Comment form

Observation


Respect

Courtesy

Punctuality

Observation

407 | P a g e


Checklist Score

Yes No


40 minutes

Service speed


Staff grooming



Lunch meal

Observation

408 | P a g e

Reference books

















409 | P a g e




Credits 5 50

Sector Hospitality



Purpose statement




equipment

410 | P a g e


NA







standards


standards


standards


per the room type


per the standards


the standards


equipment


usage


to the surface


their usage

411 | P a g e


1

Learning Outcomes


20 Hours




Junior suite

Executive suite

Enter leading room

family room

Presidential suite

Cabana room

Paraplegic room

Studio room

(Murphy room)

Apartment




types



412 | P a g e





Written evidence

Oral evidence

Open questions


Written questions

Checklist Score

Yes No


Standard room

Twin room

Deluxe room

Junior suite

Executive suite


Presidential suite

Cabana room

Paraplegic room

Studio room

(Murphy room)

Apartment

Observation



413 | P a g e


Fixtures

Art works

Lightings

Sink

Bathtub

Toilets

Furniture

Beds

o Bed sizes

Chairs

Sofa

Tables

Drawers

Built in

Luggage rack

Wardrobe

Fittings

Television

Curtains

Carpet

Wall coverings

Mirrors

Lamp shades

Headboards


interiors


interiors


- Bedrooms

- Room interiors

- Pictures

- Video

- Projector

- Computer

- PowerPoint Flip

chart

- Papers Mark pens

- Pens







Content

414 | P a g e


Written evidence

Oral evidence

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No


Art works

Lightings

Sink


Beds

Bed sizes

Chairs

Sofa

Tables


Television

Curtains

Carpet

Wall coverings

Mirrors

Observation


Room status

Vacant dirty

Vacant clean

Occupied dirty

Occupied clean

Out of order

Terminologies

Checked out




status





- Rooms

- Pictures

- Videos

- Internet

- Projector

- Computer

- Power point

- Flip chart


415 | P a g e

Do Not

Disturb(DND)

Double lock

Skipper

Stay over

sleep out

complimentary

on change

sleeper

lockout

DNCO (Did not

check out)

Due out etc

- Papers

- Mark pens





Written evidence

Oral evidence

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No


Vacant dirty

Vacant clean

Occupied dirty

Occupied clean

Out of order


Checked out

Do Not Disturb(DND)



416 | P a g e

Double lock

Skipper

Stay over

Sleep out

Complimentary

On change

Sleeper

Lockout

Observation

417 | P a g e


2

Learning Outcomes


20 Hours



Soap

Shower cup

Shampoo

Conditioner

Dental kit

Vanity kit

Shaving kit

Sewing kits

Bath salt

Comb

Shoe shine

Shoe mitt







Content

418 | P a g e

Shoe buff

Shoe horn

Bath sponge

Sanitary bag

Tissue box

Toilet papers





Written evidence

Open questions

Short questions

Multiple choice

Checklist Score

Yes No


Body lotion

Soap

Shower cup

Shampoo

Dental kit

Vanity kit

Shaving kit

Sewing kits

Bath salt

Comb

Shoe shine

Shoe mitt



419 | P a g e

Shoe buff

Conditioner

Shoe horn

Bath sponge

Sanitary bag

Tissue box

Toilet papers

Body lotion

Soap

Observation



Laundry list

Hotel directories

Mini bar menu

Breakfast knob card

DND sign

Bible or Coran

Pen and note pad

Room service menu

Newspapers

Letter heads

Envelopes

Tend cards

Hotel lien

o Brainstorming on





stationaries

o Presentation on


o Room stationaries

o Videos

o Internet

o Pictures





420 | P a g e




Written evidence

Oral evidence

Open questions

Short questions

Multiple choice


Checklist Score

Yes No


Laundry list

Hotel directories

Mini bar menu

Breakfast knob card

DND sign

Bible or Coran

Pen and note pad

Room service menu

Newspapers

Letter heads

Envelopes

Tend cards

Hotel lien

Laundry list


Observation

421 | P a g e



Slippers

Hairdryer

TV with DVD Player


ampTea)

Mini bar

Ashtrays


Telephone

Alarm clock

Ironing board










Written evidence

Oral assessment

Open questions

Short questions

Multiple choice




422 | P a g e

Checklist Score

Yes No


Hangers

Slippers

Hairdryer

TV with DVD Player


Mini bar

Ashtrays


Telephone

Alarm clock

Ironing board

Observation

423 | P a g e


3

Learning Outcomes


45 Hours



Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper


cleaning tools


cleaning tools



- Cleaning tools

- Flip chart

- Projector

- Internet

- Marker pens

- Videos

- Pictures


424 | P a g e





Written evidence


Open questions

Short questions


Checklist Score

Yes No


Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper

Observation



425 | P a g e





Disinfectants




agents and surfaces


and surfaces


agents and surfaces


and surfaces

- Surfaces

- Cleaning agents

- Computer

- Internet

- Videos

- PowerPoint







426 | P a g e


Written evidence

Performance

Open questions

Short questions


Checklist Score

Yes No


Wooden

Ceramics

Golden

Bracelets

Aluminum

Steel

Silver

Diamond

Tiles

Carpeted

Glasses

Paper

Cement

Water and oil paint

Leather

Wooden


Disinfectants

Detergents

Solvents

Polishes

Deodorants

Removers

Abrasives

Absorbents

Antiseptics

Disinfectants

Observation

427 | P a g e



equipment

Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle


machine



equipment


equipment


equipment


equipment

- Cleaning

equipment

- Videos

- Pics

- Internet





Written evidence


Open questions





428 | P a g e

Checklist Score

Yes No


Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle




Observation

429 | P a g e





Guestrooms


Guestroom supplies

Guestroom amenities



Checklist Score

Yes No













Observation

430 | P a g e


Checklist Score

Yes No



Guestroom supplies


Observation


Checklist Score

Yes No


Standard room

Twin

Deluxe room

Junior suite

Executive suite


Presidential suite

Cabana room

Paraplegic room

Studio room


Guestroom amenities







Observation

431 | P a g e

Reference books

References books


Jones


Wiley















432 | P a g e




Credits 9 90

Sector Hospitality



Purpose statement




433 | P a g e


NA











set standards


guestroom











434 | P a g e


1

Learning Outcomes


20 Hours



Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper

Selecting cleaning

equipment

Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine






435 | P a g e

Cradle


machine

Vapor cleaning

machine


Disinfectants







Written evidence


Open questions

Multiple choice




436 | P a g e

Checklist Score

Yes No


Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch


Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle



Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle



Disinfectants

Detergents

Solvents

Polishes

Deodorants

Removers

Abrasives

Absorbents

Antiseptics

Observation

437 | P a g e



maidrsquos trolley


bottom shelf




third shelf



top




box


Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Gloves

Air freshener




bottom shelf

Pack bed sheets and


shelf


third shelf

Pack the amenities




caddy box packing



and caddy box


caddy box packing

- Chamber maid

trolley

- Caddy box

- Cleaning agents

tools and equipment

- Bed and bathroom

linen

- Pictures

- Videos

- Projector

- Computer

- Flip chart

- Papers

- Marker pens


Content

438 | P a g e

top





Written

Performance

Matching questions

Multiple questions

Short questions


Checklist Score

Yes No









Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Gloves

Air freshener



439 | P a g e







Observation



procedures

Knock the door


Open the door


Parking the trolley

Airing the room


Conditioner

Draw the curtains

Open the windows

Empty the trashes





guestrsquo room


guestsrsquo room

- Guestrooms


- Door stopper

- Room keys








440 | P a g e


Written evidence


Open questions

Multiple questions

Short questions


Checklist Score

Yes No


Knock the door


Open the door


Parking the trolley



Draw the curtains

Open the windows

Empty the trashes


Observation

441 | P a g e


2

Learning Outcomes


50 Hours


Areas to be soaked

Toilet

Sink

Bathtub

Shower

Tiles


Toilet cleaner

Multisurface

cleaner







Content

442 | P a g e




Written evidence

Oral evidence


Open questions

Multiple questions

Task Soak bathroom

Checklist Score

Yes No


Toilet

Sink

Bathtub

Shower

Tiles


Toilet cleaner


Observation



443 | P a g e





motion

Clean shower

Clean toilet


Mop the floor



surfaces


cleaning bathroom

o Cleaning tool

agent and

equipment

o Videos

o Internet

o Pictures





Oral evidence

Written evidence


Open question


Checklist Score

Yes No




Clean shower

Clean toilet





444 | P a g e

Mop the floor



Observation


Steps of cleaning a

bedroom

Dusting

Mopping

Polishing

Vacuuming

Cleaning of bedroom

Sequence

Daily

Weekly

Periodically


bedroom

Clockwise

Anti-clockwise

Up- downwards


Final touches steps

Arrange furniture






˗ Bedroom

˗ Furniture

˗ Fixtures

˗ Fittings

˗ Dusters

˗ Mops

˗ Vacuum cleaner

˗ Videos

˗ Pictures

˗ Cleaning agents


445 | P a g e

Last glance

Spray air freshener

Lock the door

Write room status





Written evidence


Open questions

Short questions


Checklist Score

Yes No


Dusting

Mopping

Polishing

Vacuuming


Clockwise

Anti-clockwise

Up- downwards



Arrange furniture

Last glance

Spray air freshener

Lock the door

Write room status

Observation



446 | P a g e


3

Learning Outcomes



3 Report work done

45 Hours



Dry dusting

Damp dusting

Wet cleaning



equipment



equipment



equipment


equipment

- Cleaning agents

- Videos

- Pictures







447 | P a g e


Written evidence


Open questions

Multiple questions


Checklist Score

Yes No


Dry dusting

Damp dusting

Wet cleaning

Observation





Cool and dry place

Keep them in their

original containers

Aerated place

Ventilated place


agents

Cover spray bottles





equipment




equipment

˗ Store

˗ Pantries

˗ Shelves

˗ Boxes

˗ Cleaning tools

agents and

equipment

˗ Videos

˗ Pictures

˗ Internet


448 | P a g e





Written evidence

Oral evidence

Open questions

Multiple question


Checklist Score

Yes No


Cool and dry place


Aerated place

Ventilated place


Cover spray bottles


Observation



449 | P a g e


Types of report

Room status

Lost and found


Missing items

Double lock

Maintenance

Damages


report



˗ Work sheet

˗ Hand over report

˗ Pen





Written evidence


Open questions

Multiple questions

Task Make report

Checklist Score

Yes No


Room status

Lost and found


Missing items

Double lock

Maintenance

Damages

Observation




450 | P a g e






Bathroom

Store

Pantries

Shelves

Boxes

Bedroom

Furniture

Fixtures

Fitting

Dusters

Mops

Vacuum cleaner


Checklist Score

Yes No


Cleaning Tools

Cleaning agents

Cleaning equipment












451 | P a g e



Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Gloves

Air freshener


Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Entering the room





Observation

452 | P a g e


Checklist Score

Yes No


Bathroom cleaned

Bedroom cleaned





Observation


Checklist Score

Yes No


5 guestrooms


4 hours





Observation

453 | P a g e


Checklist Score

Yes No


Gloves

Safety shoes

Goggles

Masks


Bending

Lifting

Carrying

Pushing

Pulling




Observation

454 | P a g e

References books


Jones


Wiley















455 | P a g e




Credits 4 40

Sector Hospitality



Purpose statement




456 | P a g e


Study of the market


Business techniques

Market Management








demand


available




identified


standards









457 | P a g e


1

Learning Outcomes






Definition of

market demand

stock of goods





market demand


of stock



o Problem solving



- Reference books

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Marker pen

- Computer

- Stock management

software




458 | P a g e






Checklist Score

Yes No




Observation


Types of goods

Perishable goods

Nonperishable goods



Fast consumed goods


(eg packages)


products


categorize goods






o Problem solving



- Reference books

- Internet

- Calculator

- Computer

- Black board

- Chalk board





459 | P a g e




Written evidence

Oral evidence


Matching exercise


requirements


requirements


Selection criteria


criteriarsquos


determine market

requirements



o Problem solving



- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Marker pen



Checklist Score

Yes No




Observation


460 | P a g e




Written evidence

Oral evidence


Matching exercise

Checklist Score

Yes No




Observation



requirements

461 | P a g e


2

Learning Outcomes




Stock layout


right size of stock


size of the stock

Demand

Storage capacity

Storage cost



measure stock


process steps



stock


o Problem solving


- Calculator

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers

- Papers

- Pens





462 | P a g e




Written evidence

Oral


o Matching exercise

Checklist Score

Yes No




Observation



standards






packing tape)


available space)





walls)







goods conveniently





o Problem solving

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers

- Papers

- Pens

- Standards marks


463 | P a g e




needed goods)








Written evidence

Oral


Essayamp Case study


Matching exercise

Checklist Score

Yes No





Observation



464 | P a g e




stored


methods used

Delivery mode

Road

Air

Sea

Train





o Problem solving


o Role play

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers





Written evidence

Oral


Matching exercise


Checklist Score

Yes No




Observation





465 | P a g e


3

Learning Outcomes



practices 10 Hours




principles





Equipment technical





storage period)

Cost of capital











o Problem solving


- Calculator

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Markers





466 | P a g e




Written evidence

Oral


Matching exercise

Problem solving






cost






o Problem solving




the stock

- Calculator

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Markers


Checklist Score

Yes No




Observation


467 | P a g e




Written evidence

Oral


Matching exercise

Checklist Score

Yes No




Observation





FIFO

LIFO


cost method


management


evaluation methods


evaluation methods

o Site visit of

warehouse

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Marker pen






468 | P a g e




Written evidence


Matching exercise

Checklist Score

Yes No




Observation



469 | P a g e









Paper

Notebook

Pens

Calculator

Paper holder

Ruler

470 | P a g e


Checklist Score

Yes No


List of goods

Level of demand


Formula to be used

Minimum stock level

Maximum stock level


Market requirements



Formula used

Marginal cost



Observation


Checklist Score

Yes No


No loss




Observation

471 | P a g e


Checklist Score

Yes No



Timely delivery











Observation

Reference books

1 wwwrfsmartcom




State University

472 | P a g e




Credits 30 300

Sector All

Sub-sector All


Purpose statement





473 | P a g e














474 | P a g e


1

Learning Outcomes


10 Hours














Content

475 | P a g e


Written

Oral


Checklist Score

Yes No





Observation









476 | P a g e




Written evidence

Oral evidence



Checklist Score

Yes No

Observation



477 | P a g e





employee







Written evidence

Oral evidence



Question and answer




478 | P a g e

Checklist Score

Yes No


Observation














479 | P a g e




Written evidence

Product evidence

(Check list)


Checklist Score

Yes No


Observation







file documents


480 | P a g e





Written evidence

Product evidence


Checklist Score

Yes No



Observation



481 | P a g e


2

Learning Outcomes


5 Hours





of own IAP goals











Content

482 | P a g e

Oral evidence


Question and answer

Checklist Score

Yes No


Observation









- Logbooks -



483 | P a g e




Written evidence



Checklist Score

Yes No


Observation


Written tests





o Asking questions





484 | P a g e





Written evidence

Oral evidence


Checklist Score

Yes No


Observation



485 | P a g e


3

Learning Outcomes


285 Hours











486 | P a g e


Written evidence

Product evidence

Checklist Score

Yes No


Observation


IAP reports

IAP Evaluation

IAP interview


- -logbooks







487 | P a g e


Written evidence

Product evidence

Checklist Score

Yes No


Observation



o Presentation






488 | P a g e




Written evidence

Oral evidence


Checklist Score

Yes No


Observation

489 | P a g e

Reference books










improve-innovation







(IAP)-challenges








a | P a g e

GLOSSARY







assessment












an evidence guide











and independence




























traineeship
















competency













instructor








































competency






communication tools





the competency





attitudes




module











performance






laid down





improved































variables


i | P a g e






January 2019

ii | P a g e

Copyright











any liability






Published by




iii | P a g e

Table of Contents







21 Description 2









34 Flowchart 9



42 Portfolio 10












iv | P a g e

































v | P a g e



























H O K B M 5 0 1 - B E D M A K I N G 3 6 1






vi | P a g e























G L O S S A R Y a

vii | P a g e












CV Curriculum Vitae






Ltd Limited








viii | P a g e








LV Low Voltage


HV High Voltage



DC Direct Current









DC Direct Current

ix | P a g e

Acknowledgments



Coordination


Facilitators




























1 | P a g e









certification
















Section

1

2 | P a g e

Section

2


21 Description














learning process


workplace





environment








Machine

13 Manage store










Level REQF Level 5

Credits 119




3 | P a g e












Storekeeper

Machine Operator







4 | P a g e

Communication






Health reproduction


Business Plan





Self-management




5 | P a g e

Technology

Manipulate computer

Using internet



6 | P a g e















Total 60


GEN

ERA

L






SPEC

IFIC




Total 59

7 | P a g e

3 TRAINING PACKAGE



31 Course structure





















the following pages

Section

3

8 | P a g e

ROOM ATTENDANT

PROCESS



Du

rati

on

(2

60

Hrs

)

Att

end

sh

ift

bri

efin

g

Sch

edu

le d

aily

wo

rk

Pre

par

e th

e w

ork

pla

ce

Pre

par

e m

ater

ials

to

ols

an

d e

qu

ipm

ent

Per

form

th

e w

ork

Cle

an a

nd

sto

re t

oo

ls m

ater

ials

an

d e

qu

ipm

ent

use

d

Rep

ort

th

e w

ork

do

ne

Des

crib

e th

e o

ccu

pat

ion

an

d le

arn

ing

pro

cess

Mo

nit

or

occ

up

atio

nal

SH

E at

wo

rkp

lace

Mai

nta

in p

rofe

ssio

nal

co

nve

rsat

ion

in u

pp

er-i

nte

rmed

iate

En

glis

h

Gu

kore

sha

ikin

yarw

and

a cy

rsquointy

oza

Pra

tiq

uer

les

tech

niq

ues

drsquoe

xpre

ssio

n o

rale

et

eacutecri

te

Ku

jad

ili M

awas

ilian

o m

bal

i mb

ali y

a K

iofi

si k

atik

a K

isw

ahili

Wo

rk in

a s

oci

ally

div

erse

en

viro

nm

ent

Use

ICT

at w

ork

pla

ce

Org

aniz

e a

bu

sin

ess

Ap

ply

pro

fess

ion

al e

thic

s

Inte

grat

e w

ork

pla

ce

Ap

ply

cu

sto

mer

car

e p

rin

cip

les

Bas

ic M

ain

ten

ance

of

Ho

use

kee

pin

g M

ach

ine

Man

age

sto

re

Ap

ply

Gen

eral

Mat

hem

atic

s

Ap

ply

Gen

eral

Ch

emis

try

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

Duration (930 Hrs)

30

30

30

30

30

30

30

30

30

30

30

0

60

10

0

40

70

60

1


50


90


120



competencies



9 | P a g e

34 Flowchart








Figure 2 Flowchart



Store management 4


Bed making 12













10 | P a g e






42 Portfolio




















on that module


Section

4

11 | P a g e




curriculum

















Relevance 90


(example Safety)

100

12 | P a g e









with pre-requisites







certification



module








13 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement








14 | P a g e


Not applicable









them








15 | P a g e


Introductions



expectations

- Trainer manual






1

Learning Outcomes


6 Hours




Content

16 | P a g e

Checklist Score

Yes No

Observation


Working as a team

Building trust


- Trainer manual








17 | P a g e

Checklist Score

Yes No

Observation





- Trainer manual








18 | P a g e

Checklist Score

Yes No

Observation

19 | P a g e


2

Learning Outcomes


12 Hours





Working conditions


neighborhood











Content

20 | P a g e

Checklist Score

Yes No

Observation




Duration Flowchart





school










21 | P a g e


Checklist Score

Yes No

Observation

22 | P a g e


3

Learning Outcomes


2 Hours





- Trainer manual







23 | P a g e


Checklist Score

Yes No

Observation











24 | P a g e


Checklist Score

Yes No

Observation

25 | P a g e


4

Learning Outcomes


10 Hours




o -







26 | P a g e


Checklist Score

Yes No

Observation












27 | P a g e


Checklist Score

Yes No

Observation


SMART goals








- Trainer manual







28 | P a g e


Checklist Score

Yes No

Observation


SMART goals








- Trainer manual





29 | P a g e




Checklist Score

Yes No

Observation







- Trainer manual



30 | P a g e




Checklist Score

Yes No

Observation



o -




31 | P a g e




Checklist Score

Yes No

Observation

Reference books





32 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement










33 | P a g e


Not applicable













practice













34 | P a g e


1

Learning Outcomes


10 Hours



discipline







safe




Content

35 | P a g e





Written

Oral

Performance


applied

Checklist Score

Yes No




Observation




procedures



36 | P a g e






Checklist

PPEs

Brushes

Store

Shelter

Shelves

Pen





Written

Oral

Performance





37 | P a g e

Checklist Score

Yes No




Observation


OSHE best practice

regulations

standards









38 | P a g e


Written

Oral

Performance


Checklist Score

Yes No



Observation

39 | P a g e


2

Learning Outcomes


10 Hours





o Site visit




Near miss





Content

40 | P a g e




Written

Oral

Performance


Checklist Score

Yes No



Observation









41 | P a g e





Impact of incidents

Social impact

loss of manpower


poor production


compensation


permanent injuries


persistent pain


anxiety

depression


42 | P a g e




Written

Oral

Performance


Checklist Score

Yes No



Observation









43 | P a g e

fatal







Written

Oral

Performance




44 | P a g e

Checklist Score

Yes No




Observation


Use of PPEs














45 | P a g e


Written

Oral

Performance


Checklist Score

Yes No







Observation

46 | P a g e


3

Learning Outcomes



10 Hours









- Reference books

- Internet

- Hand-outs

- Stories and

pictures


47 | P a g e























48 | P a g e










Written

Oral

Performance


and safety matters

Checklist Score

Yes No





Observation



49 | P a g e






Written

Oral

Performance







Procedures


- Reference

books

- Internet

- Hand-outs

- Stories and

pictures





50 | P a g e

Checklist Score

Yes No



Observation


Evaluation forms





pictures







51 | P a g e


Written

Oral

Performance


Checklist Score

Yes No




Observation




(Author Editor)


Date 2009







52 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement












53 | P a g e





















intended message



accents






business document

54 | P a g e


1

Learning Outcomes


question forms

10 Hours






QampA






Flip charts

Whitechalk Board

Markers

Microphones

Reference books

Scenarios

Stationeries

Scenarios

Projector

Lesson plan

Trainee manual

Reference books


Content

55 | P a g e







Written evidence


Writing practice

Task


the class

Checklist Score

Yes No


Language use

Observation



56 | P a g e









to the audience


Flip charts

Whitechalk Board

Markers

Microphones

Reference books

Scenarios

Stationeries

Scenarios

Projector

Lesson plan

Trainee manual

Reference books







57 | P a g e


Oral evidence


Presentation

Task


Checklist Score

Yes No


Language use


Observation


forms



Scenarios

Whiteblackboard

Reference books

Markers

Flip charts

Paper

Stationeries


58 | P a g e





Oral evidence


Discussions

Presentations

Task


Checklist Score

Yes No




Observation



question forms

59 | P a g e


2

Learning Outcomes


5 Hours





information








Content

60 | P a g e




Written evidence

Oral evidence






Checklist Score

Yes No

Types of texts



Observation



61 | P a g e




Writerrsquos stance


Scenarios

Whiteblackboard

Reference books

Markers

Flip charts

Paper

Stationeries

Lesson plan

Trainee manual





Written evidence







62 | P a g e

Checklist Score

Yes No

Types of texts




Observation





words









63 | P a g e


Written evidence

Oral evidence



Task


Checklist Score

Yes No


Observation

64 | P a g e


3

Learning Outcomes


10 Hours






Flip charts

Whitechalk Board


Scenarios

Stationeries

Projector

Computer

Lesson plan

Trainee manual

Recordings



65 | P a g e




Oral evidence




Checklist Score

Yes No



Observation



66 | P a g e










Oral evidence



Task






67 | P a g e

Checklist Score

Yes No


Observation






rd - Reference











68 | P a g e

Oral evidence


Discussions

Presentations

Task



Checklist Score

Yes No



Types of listening


Observation

69 | P a g e


4

Learning Outcomes


5 Hours












70 | P a g e




Written evidence

Performance



Checklist Score

Yes No


Writing processes

Observation



71 | P a g e









Understanding









72 | P a g e


Written evidence

Oral

Performance


Task


differences

Checklist Score

Yes No



Observation







document




73 | P a g e





Written evidence



Task


Checklist Score

Yes No



Observation









74 | P a g e

- Lesson plan





Written evidence



Task


Checklist Score

Yes No



Language use

Observation

Reference books



75 | P a g e




Credits 3 30

Ishami Yose

Agashami Twose


Intego nyamukuru









76 | P a g e

Ubushobozi fatizo





zagezweho


















77 | P a g e





78 | P a g e


1




Amasaha 6




Inkurushusho

Insanganyamatsiko

Inyunguramagambo
















activities

Ibyigwa

79 | P a g e

ihimbankuru













Gihamya Isuzuma





80 | P a g e


Yego Oya


inkurushusho

Umwanzuro



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru














activities

Ibyigwa

81 | P a g e

Udukino dufatiye ku

nkurushusho

nrsquoindangagaciro










Gihamya Isuzuma




82 | P a g e


Yego Oya

Insanganyamatsiko

Inyunguramagambo



Umwanzuro



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru












activities

Ibyigwa

83 | P a g e


Udukino dufatiye ku

nkurushusho

bakuranwa











Gihamya Isuzuma




84 | P a g e


Yego Oya


Umwanzuro



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru

















activities

Ibyigwa

85 | P a g e









Gihamya Isuzuma



Yego Oya


Umwanzuro



86 | P a g e



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru





















activities

Ibyigwa

87 | P a g e




Gihamya Isuzuma



Yego Oya

Ihimbankuru

Umwanzuro



88 | P a g e


2





Amasaha 6



zitandukanye



Inyunguramagambo


Ingingo zrsquoumuco













activities

Ibyigwa

89 | P a g e




yrsquoubworoherane












Gihamya Isuzuma





zitandukanye

90 | P a g e


Yego Oya



Umwanzuro




Inyunguramagambo


Ingingo zrsquoumuco















activities

Ibyigwa

91 | P a g e




akomeye










Gihamya Isuzuma



Yego Oya

Inyunguramagambo




92 | P a g e

Ingingo zrsquoumuco




Umwanzuro




Inyunguramagambo


Ingingo zrsquoumuco





Ihangamwandiko ku












activities

Ibyigwa

93 | P a g e



kumva umwandiko









Gihamya Isuzuma



Yego Oya


Umwanzuro



94 | P a g e




Inyunguramagambo


Ingingo zrsquoumuco


















o Gukora inshamake




activities

Ibyigwa

95 | P a g e

yrsquoumwandiko





Gihamya Isuzuma



Yego Oya



Umwanzuro



96 | P a g e





Inyunguramagambo


Ingingo zrsquoumuco























activities

Ibyigwa

97 | P a g e





Gihamya Isuzuma



Yego Oya


Umwanzuro







activities

Ibyigwa



muryango

98 | P a g e


Inyunguramagambo


Ingingo zrsquoumuco







mpamvu

















99 | P a g e


Gihamya Isuzuma



Yego Oya

Ibinyazina

Umwanzuro

100 | P a g e


3




Amasaha 6





Inyunguramagambo





















activities

Ibyigwa

101 | P a g e


akomeye










Gihamya Isuzuma





102 | P a g e


Yego Oya



Umwanzuro




Inyunguramagambo






















activities

Ibyigwa

103 | P a g e


Ibinyazina Ngenera

ngenga Ndafuturan

dasigura Mpamagazi









Gihamya Isuzuma



Yego Oya

Inyunguramagambo

Insanganyamatsiko



Umwanzuro



104 | P a g e




Inyunguramagambo








Ibinyazina Ngenera

ngenga Ndafuturan

dasigura





















activities

Ibyigwa

105 | P a g e

Mpamagazi



Gihamya Isuzuma



Yego Oya


Umwanzuro









activities

Ibyigwa



106 | P a g e

Inyunguramagambo









nta mpamvu



















107 | P a g e


Gihamya Isuzuma



Yego Oya



Umwanzuro




Inyunguramagambo














activities

Ibyigwa

108 | P a g e




















Gihamya Isuzuma




109 | P a g e


Yego Oya


Umwanzuro




Inyunguramagambo





















activities

Ibyigwa

110 | P a g e


akomeye










Gihamya Isuzuma



Yego Oya

Ibinyazina

Umwanzuro



111 | P a g e


4





Amasaha 6






inyunguramagambo





ihimbamwandiko











˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo



activities

Ibyigwa

112 | P a g e

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro

matsinda






Muntu





Gihamya Isuzuma



Yego Oya



Umwanzuro




113 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo





activities

Ibyigwa

114 | P a g e




Gihamya Isuzuma




115 | P a g e


Yego Oya

Inyunguramagambo




Umwanzuro





inyunguramagambo













˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi


activities

Ibyigwa

116 | P a g e

nrsquoumuco


ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro







˗ Inkoranyamagambo






Gihamya Isuzuma



Yego Oya


Umwanzuro



117 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo






activities

Ibyigwa

118 | P a g e


Gihamya Isuzuma



Yego Oya

Ihimbamwandiko

Umwanzuro



119 | P a g e


yrsquoubutaka




inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo





activities

Ibyigwa

120 | P a g e




Gihamya Isuzuma



Yego Oya


Umwanzuro



121 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo






activities

Ibyigwa

122 | P a g e


Gihamya Isuzuma



Yego Oya

Ikinyazina

Umwanzuro



123 | P a g e


5




Amasaha 6























activities

Ibyigwa

124 | P a g e

ikocamye Imvugo

isanzwe Imvugo

ihanitse


indomo yrsquoabantu




asanwzeho





Gihamya Isuzuma



Yego Oya





125 | P a g e


Umwanzuro









ikocamye Imvugo

isanzwe Imvugo

ihanitse














activities

Ibyigwa

126 | P a g e



rimwe yrsquoabantu


ga yrsquoidini yari

asanwzeho



127 | P a g e



Gihamya Isuzuma



Yego Oya



Umwanzuro






activities

Ibyigwa



128 | P a g e







ikocamye Imvugo

isanzwe Imvugo

ihanitse



rimwe yrsquoabantu


ga yrsquoidini yari

asanwzeho

















129 | P a g e

Gihamya Isuzuma



Yego Oya


Umwanzuro





















activities

Ibyigwa

130 | P a g e


mu ikinamico






Gihamya Isuzuma



Yego Oya


Umwanzuro




131 | P a g e




























activities

Ibyigwa

132 | P a g e

Gihamya Isuzuma



Yego Oya


Umwanzuro




















activities

Ibyigwa

133 | P a g e



abakinankuru





13102014



Gihamya Isuzuma



Yego Oya

Amazina bwite

Umwanzuro



134 | P a g e















135 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement








136 | P a g e


Not applicable















137 | P a g e


1

Learning Outcomes




12 Hours




forms of address




Product preferences



materials






Content

138 | P a g e




Written

Oral

Performance


Checklist Score

Yes No


Observation






language spoken

language written




139 | P a g e





Written

Oral

Performance


Checklist Score

Yes No



Observation











140 | P a g e







Written

Oral


Checklist Score

Yes No


Observation



diplomatic services











141 | P a g e


2

Learning Outcomes




18 Hours


workplace


Causes of conflict

race

language

special needs

disabilities

gender

age

roles

emotions

misinformation

misinterpretation

values





Content

142 | P a g e




Written

Oral


Checklist Score

Yes No



Observation






workplace

143 | P a g e


greetings

key phrases

customs

protocol

business practices




being accommodating







- Reference books


- Online materials






Written

Oral

Performance





144 | P a g e

Checklist Score

Yes No


Observation



Raising issues


informal meeting

Mediation


formal writing

formal meetings

work ethics



materials








145 | P a g e


Written

Oral

Performance


Checklist Score

Yes No


Observation

Reference books





146 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement









147 | P a g e


Not applicable












148 | P a g e


1

Learning Outcomes


10 Hours










Content

149 | P a g e




Written evidence

Oral evidence




IDs



Checklist Score

Yes No

Observation



150 | P a g e







Table of contents









order


151 | P a g e


Written evidence

Oral evidence




IDs



Checklist Score

Yes No

Observation

152 | P a g e





Overlay Drop Shadow








Written evidence




IDs






153 | P a g e

Checklist Score

Yes No

Observation

154 | P a g e


2

Learning Outcomes


10 Hours





Compress a file

File Conversion





network






Content

155 | P a g e




Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Observation

156 | P a g e












Written evidence

Oral evidence


Written evidence






157 | P a g e

Task


IDs



Checklist Score

Yes No

Observation


Page setup

Print preview

Print dialog box


Printer options



Print page ranges




Printer Projector



158 | P a g e




Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Observation



159 | P a g e







Network or WLAN




or VPN




o


Projector







160 | P a g e


Written evidence

Oral evidence




Task


IDs



Checklist Score

Yes No

Observation

161 | P a g e

LU 3 Manage data

3

Learning Outcomes


10 Hours




Length Description









162 | P a g e




Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No



Formatting of data

Labeling

Observation



163 | P a g e



SearchFind Replace


The undo command


Synonyms


o






Written evidence

Oral evidence


Written evidence



Task





164 | P a g e

IDs



Checklist Score

Yes No

Observation











165 | P a g e


Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Observation

166 | P a g e




Duplication removal








formatting


167 | P a g e


Written evidence

Oral evidence




Task


IDs



Checklist Score

Yes No

Observation

168 | P a g e








Written evidence

Oral evidence




Task


IDs





169 | P a g e


Checklist Score

Yes No

Observation

Reference books


170 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement



171 | P a g e


Not applicable

















172 | P a g e


1

Learning Outcomes


7 Hours




Confidentiality








Content

173 | P a g e




Written evidence

Oral evidence


Essay



Sentence completion

Checklist Score

Yes No

Privacy

Independence

Security

Right to vote

Medication

Education

Employment

Promotion

Leave( Holydays)

Observation



174 | P a g e



Respect for others


Protected areas









Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




175 | P a g e

Checklist Score

Yes No

Tax Compliance


Self-reliance

Honesty

Observation









176 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Agenda of Meeting

Personal Agenda

Observation



177 | P a g e











Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




178 | P a g e

Checklist Score

Yes No

Resource Crunch

Opportunity

Attitude

Observation

179 | P a g e


2

Learning Outcomes


15 Hours




Policies










Content

180 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No



Observation








181 | P a g e





Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Utilitarian Theory

Duty Ethics

The virtue Theory



Observation



182 | P a g e


Cooperation










Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




183 | P a g e

Checklist Score

Yes No


Service Orientation

Uplift others


Political awareness

Observation

184 | P a g e

LU 3Apply safety

3

Learning Outcomes


8 Hours











185 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Scenario Analysis


Fault-tree Analysis

Event-tree Analysis

Human Error

Observation

186 | P a g e


Safety and Risk


Safe Exit









Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




187 | P a g e

Checklist Score

Yes No

Observation



Importance of PPE











188 | P a g e


Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No


Observation

Reference books


PUBLISHERS India






189 | P a g e




Credits 3 30

Section Toutes

Option Toutes


But viseacute





190 | P a g e


Non appliqueacute






courante


majuscules


ponctuation


mots







public



service



contradictoires








191 | P a g e

reacuteunion










192 | P a g e


1



6 Heures


Lettres

Minuscules

Majuscules


communs


phrase

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies


feutres

- Projecteurs

- Flash Disc








193 | P a g e


Preuveseacutecrites

Preuvesorales


Oui Non





Observations


Accents

Aiguumle

Grave

Circonflexe

Ceacutedille

Signes de

ponctuation

Point

Point

drsquoInterrogation

Point

drsquoexclamation

Point de

suspension

Virgule

Point-virgule

Guillemets

Double points




- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disc




194 | P a g e




Preuveseacutecrites

Preuvesorales


Oui Non


ponctuation

Observations



mots


mots

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disc






195 | P a g e





Preuvesorales


Oui Non


Observations



196 | P a g e


2



4 Heures


Vocabulaire

technique


meacutetier



- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuvesecrites

Preuves orales



son meacutetier


197 | P a g e


Oui Non



Observations


Vocabulaire

technique

Preacutesentation




- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales






198 | P a g e


Oui Non



Observations



Rapports de service



meacutetier

- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuvesecrites

Preuves orales



rapports de service

Ressources


199 | P a g e


Oui Non


meacutetier

Observations



Reacutequisition

Commande

Livraisons

Recouvrement



- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuves ecrites

Preuves orales



Ressources


200 | P a g e


Oui Non



Lettre de commande

Lettre de livraison

Observations

201 | P a g e


3



6 Heures



- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




202 | P a g e


Oui Non


Observations




Toleacuterance



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressource


203 | P a g e


Oui Non







Observations


Interventions des

membres du groupe




- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales



groupe


204 | P a g e


Oui Non



Observations

205 | P a g e


4



8 Heures



- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressources


206 | P a g e


Oui Non




Observations



suivre


reacuteunion



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales





Ressources


207 | P a g e


Oui Non







Observations



suivre


reacuteunion



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales





208 | P a g e


Oui Non


Prise de notes



Observations

209 | P a g e


5




6 Heures


Arguments

Preacutesentation

eacutecrite


- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressource


210 | P a g e


Oui Non


Introduction

Corps

Conclusion



Observations


Regravegles de la

rheacutetorique



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressources


211 | P a g e


Oui Non



Exposition

Argumentation

Conclusion

Observations



Grandes lignes de

conclusion drsquoun

exposeacute

Deacutegageant des

perspectives de

conclusion drsquoun

exposeacute



- Textes

- Illustrations

- Dialogues

- CD audio-visuels







Ressources


212 | P a g e


Preuveseacutecrites

Preuves orales



Oui Non


Observations









ISBN 978-2-7531-0103-6


213 | P a g e




Idadiyavipindi 3 30

Idara Zote

Mikondo Yote


Lengo






214 | P a g e











kulingana na hati


kiofisi



zilizopokewa


mbali




wa hati mbali mbali


inayohitajiwa


uwasilishaji


215 | P a g e


1

Yanayotegemewa



Saa10




Ripoti

Simu ya mdomo

Simu ya kuandika

Risala

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano

o Kutega sikio

o Kusoma kimya

o Kusoma kwa makund

o Kuandika mchoro

- Vitabu vya

utungaji

- Vitabu vya

sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Vigezo vya kitengo



Yaliyomo

216 | P a g e


Kanda ya Filamu

Andishi



Ndiyo Bado




Maoni



lugha

Lugha ya ishara

Lugha ya heshma

Istilahi za lugha

Lugha fasaha

o Kusoma




unaostahili

- Vitabu vya

utungaji

- Vitabu vya

sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki


Yaliyomo

217 | P a g e



Kanda Ya Filamu

Andishi



Ndiyo Bado




Maoni

Vigezovyakitengo


218 | P a g e



mbali mbali za

Barua

Ripoti

Simu ya mdomo

Simu ya kuandika

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano




- Vitabu vya

utungaji

- Vitabu vya sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki




Andishi

Simulizi

Kanda ya Filamu


Vigezovyakitengo



Yaliyomo

219 | P a g e


Ndiyo Bado


Tungo sahihi

Mantiki

Maoni

220 | P a g e


2

Yanayotegemewa


Saa10



Barua

Ripoti

Simu ya mdomo

Simu ya kuandika

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano


o Kusoma kimya


- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Vigezo vya kitengo



Yaliyomo

221 | P a g e


Andishi

Simulizi



Ndiyo Bado



Lengo la kila aina

Maoni


Kifungu cha hati

Mtungaji Wakati wa

kutunga Sababu za

utungaji Ujumbe

muhimu


o Kugundua mtungaji




- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Yaliyomo

222 | P a g e



Andishi

Simulizi

Ufahamu



Ndiyo Bado


Walengwa

Wakati wa kutunga

Lengo la utungaji

Maoni


Njia ya masimulizi


Baruwa pepe

Simu ya mdomo

Simu ya kuandika





- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi


Yaliyomo

Vigezo vya kitengo


223 | P a g e

- Ubao

- Chaki




Andishi

Simulizi


Vigezo vya kitengo


224 | P a g e


Ndiyo Bado





Maoni

225 | P a g e


3

Yanayotegemewa


Saa10



Wapokeaji

Mila na desturi za

wapokeaji

Mandhari

Lugha inayohitajiwa





- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Vigezo vya kitengo



Yaliyomo

226 | P a g e


Andishi

Simulizi



Ndiyo Bado


Walengwa


Mandhari

Maoni


Sanii za utungaji





zilizotajwa

- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Yaliyomo

227 | P a g e



Andishi

Simulizi

Kanda ya filamu



Ndiyo Bado




Maoni


Ana kwa ana

Simu

Mtandao

Posta





- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao


Yaliyomo

Vigezo vya kitengo


228 | P a g e

- Kamusi

- Ubao

- Chaki




Andishi

Simulizi


Vigezo vya kitengo


229 | P a g e

Marejeo


Dar es Salaam




Press







Ndiyo Bado


Sifa za kila njia



Maoni

230 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement





231 | P a g e











business operations


requirements


requirements




environment







and suppliers



resources


marketing campaigns


business


activities




232 | P a g e


1

Learning Outcomes


business plan

5 Hours




Business location


Office equipment

Office furniture





needs




233 | P a g e


resources





Written evidence

Product evidence


Checklist Score

Yes No










234 | P a g e







Observation










template


Content

235 | P a g e

recruitment
















236 | P a g e


Oral evidence

Product evidence


Checklist Score

Yes No

















237 | P a g e





Observation













238 | P a g e








Written evidence


Checklist Score

Yes No








plan

239 | P a g e
















Observation

240 | P a g e


2

Learning Outcomes


7 Hours













Content

241 | P a g e

Policies








Written evidence

Oral evidence



Checklist Score

Yes No







242 | P a g e














Observation

243 | P a g e





of task










Written evidence

Oral evidence





244 | P a g e

Checklist Score

Yes No








Observation











245 | P a g e

















246 | P a g e


Written evidence

Oral evidence


Checklist Score

Yes No
















247 | P a g e








Observation







248 | P a g e

and suppliers











Oral evidence

Written evidence




249 | P a g e

Checklist Score

Yes No












Observation

250 | P a g e


3

Learning Outcomes


10 Hours













251 | P a g e


Written evidence

Oral evidence



Checklist Score

Yes No



Long-term goals

Medium goals

Short-term goals


Long-term goals

Medium goals

Short-term goals

Observation

252 | P a g e



















Written evidence

Oral evidence





253 | P a g e

Checklist Score

Yes No















Employees

Business owners


Observation

254 | P a g e













Marketing campaign




contingency plan



255 | P a g e


campaign















256 | P a g e


Written evidence

Oral evidence



Checklist Score

Yes No











Observation

257 | P a g e


4

Learning Outcomes



8 Hours














258 | P a g e




Written evidence


Checklist Score

Yes No





Observation

259 | P a g e


and needs















in advance









inquiries and needs


260 | P a g e


Written evidence

Oral evidence


Checklist Score

Yes No









Observation

261 | P a g e














Oral evidence

Product evidence





262 | P a g e

Checklist Score

Yes No






Observation

263 | P a g e

Reference books







4 Read more


264 | P a g e




Credits 7 70

Sector All

Sub-sector All


Purpose statement










265 | P a g e


Not applicable


















266 | P a g e




















267 | P a g e










268 | P a g e


1

Learning Outcomes


5 Hours




Units conversion

Pythagorean theorem












269 | P a g e



Multiple questions

Checklist Score

Yes No















Observation


Definition of


Sine

Cosine

Tangent

Cosecant

Secant

cotangent

Calculation of




isosceles triangle






Content

270 | P a g e


special angles

030

045

060





Written

Open questions

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No













271 | P a g e



Observation




angles

Complementary

angles




Sine

Cosine

Tangent


angle

Sine

Cosine

Tangent



o Internet research







272 | P a g e




Written evidence

Open questions

Multiple questions

Short question

Checklist Score

Yes No





















Observation

273 | P a g e



sin 1x k k

cos 1x k k

tan x b

sin nx k

cosnx k











Written evidence

Open questions

Multiple questions

Short questions

Checklist Score

Yes No



found


found




274 | P a g e





Observation



Sine law Cosine law









Written evidence

Open questions

Short questions





275 | P a g e

Checklist Score

Yes No







Observation

276 | P a g e


2

Learning Outcomes


5 Hours






Argand diagram











Content

277 | P a g e



Checklist Score

Yes No










Observation


Calculations in


number









theory


278 | P a g e



Written evidence


Checklist Score

Yes No










Observation












279 | P a g e




Written evidence



Checklist Score

Yes No












Observation



280 | P a g e


3

Learning Outcomes





10 Hours



condition Domain of


Range of a function



Range of a function






Content

281 | P a g e






Checklist Score

Yes No







Observation


Even function

Odd function


numerical function

o Pairing work






existence condition

282 | P a g e






Checklist Score

Yes No




Observation


Finite limits

Infinite limits

Limit at infinity

Indeterminate case

0

0



o Pairing work








283 | P a g e

0





Written evidence


Checklist Score

Yes No







0

0

0

Observation



284 | P a g e


Definitions

Boundaries of

domain of

definition

Horizontal

asymptote

Vertical asymptote

Oblique

asymptote

Calculations

Horizontal

asymptote

Vertical asymptote

Oblique

asymptote




types of asymptotes







Written evidence

Open questions

Short questions





285 | P a g e

Checklist Score

Yes No










Observation

286 | P a g e


4

Learning Outcomes


15 Hours
















Content

287 | P a g e


Written evidence


Checklist Score

Yes No









Observation










Written evidence






288 | P a g e

Checklist Score

Yes No




Observation













Written evidence




derivatives


289 | P a g e

Checklist Score

Yes No









Observation






irrational function










the given function


290 | P a g e


Written evidence


Checklist Score

Yes No








Observation

291 | P a g e



Boundaries










Written evidence

Short questions

Open questions


5

Learning Outcomes


functions





10 Hours





292 | P a g e

Checklist Score

Yes No






Observation



Finite limits

Limits at infinity










Written evidence

Short questions

Open questions





293 | P a g e

Checklist Score

Yes No








Observation


Domain of validity


Set of solutions









Written evidence

Short questions

Open questions

Solving equations



validity


294 | P a g e

Checklist Score

Yes No








Observation


Differentiation


Concavity









Written evidence

Short questions

Open question





295 | P a g e

Checklist Score

Yes No










Observation



Curve sketching








Written evidence

Short questions

Open questions

Curve sketched




296 | P a g e

Checklist Score

Yes No







Observation

297 | P a g e



Boundaries










Written evidence

Short questions

Open questions


6

Learning Outcomes






5 Hours



existence condition


298 | P a g e

Checklist Score

Yes No






Observation


Finite limits

Limits at infinity




of asymptotes






Written evidence

Short questions

Open questions



exponentials


299 | P a g e

Checklist Score

Yes No








Observation



Domain of validity


Set of solutions



Hand-out notes

Reference books

Internet





Written evidence

Short questions

Open questions

Solving equations



domain of validity


300 | P a g e

Checklist Score

Yes No








Observation


Differentiation


Concavity



Hand-out notes

Reference books

Internet





Written evidence

Short questions

Open questions




301 | P a g e

Checklist Score

Yes No


First derivative



Second derivative

Concavity

Inflection points

Observation



Curve sketching



Hand-out notes

Reference books

Internet





Written evidence

Open questions

Sketching curve



variation


302 | P a g e

Checklist Score

Yes No






Plotting the curve

Observation

303 | P a g e


7

Learning Outcomes


15 Hours


Definition











304 | P a g e


Written evidence


Checklist Score

Yes No










Observation


Definition




parts








305 | P a g e



Written evidence


Checklist Score

Yes No







Observation


Calculation of area











306 | P a g e


Written evidence


Checklist Score

Yes No





Observation

307 | P a g e


Variance

Standard deviation











8

Learning Outcomes


5 Hours




308 | P a g e

Checklist Score

Yes No








Observation


Correlation

Covariance










calculations


309 | P a g e


Written evidence


Checklist Score

Yes No







Observation











Written evidence





310 | P a g e

Reference books












Checklist Score

Yes No







Observation

311 | P a g e




Credits 7 70

Sector All

Sub-sector All


Purpose statement







312 | P a g e


NA











atomic number (Z)



configuration




nature of solution


to the procedure


reactions











313 | P a g e


1

Learning Outcomes



10 Hours





periodic table



o Observation

o Group discussion

o Presentation

o Brainstorming

- Pictures

- Periodic table

- Video

- Projector



314 | P a g e





Written evidence

Oral evidence

Open questions

Multiple questions

Matching questions

Short questions


Sentence completion

Checklist Score

Yes No












315 | P a g e






Observation

316 | P a g e








partially filled




o Group discussion

o Presentation

o Brainstorming

- Periodic table

- Pictures

- Projector

- Computer - Video







metal


Content

317 | P a g e


Written

Oral


Checklist Score

Yes No








Observation

318 | P a g e



metals







state


o Group discussion

o Presentation

o Brainstorming

- Pictures

- Video

- Projector






Written evidence

Oral evidence

Open questions

Multiple questions

Short questions

Matching questions


Sentence completion




319 | P a g e

Checklist Score

Yes No









Observation

320 | P a g e


2

Learning Outcomes




30 Hours




Solid Liquid Gas





o Group discussion

o Presentation

o Observation

o Brainstorming

- Pictures

- Video

- Projector



Content

321 | P a g e





Written evidence

Oral evidence


Matching questions

Multiple questions


Sentence completion

Checklist Score

Yes No












322 | P a g e




Observation





Temperature

Pressure

Polarity


Solubility product


product



o Group discussion

o Presentation

o Observation

o Brainstorming

- Pictures

- Video

- Projector






323 | P a g e




Written evidence

Oral evidence

Open questions

Short questions

Multiple questions

Matching questions


Sentence completion

Checklist Score

Yes No












Observation

324 | P a g e


Describe titration

Define titration

Types of titrations

Acid-base

titration

Redox titration

Common indicators

Methyl violet

Bromophenol

blue

Methyl orange

Methyl red

Litmus

Bromothymol

blue

Phenolphthalein

Alizarin yellow


Wastewater analysis

Food and beverage

Pharmacology


Medicine

o Group discussion

o Brainstorming


o Presentation

o Practical

- Pictures

- Video

- Projector





325 | P a g e

petrochemicals



Procedure


Reagents


Conduct titration






Written evidence

Oral evidence


Open questions

Short questions

Multiple questions

Matching questions


Sentence completion




326 | P a g e

Checklist Score

Yes No
















Observation

327 | P a g e


3

Learning Outcomes





20 Hours








Cathode Anode


Daniell Dry Mercury


Fuel cell

o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



328 | P a g e

Half-cells





Written evidence

Oral evidence

Open questions

Short questions

Multiple questions

Matching questions


Sentence completion

Checklist Score

Yes No











329 | P a g e



Fuel cell is stated

Half-cell is stated

Observation








o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector






330 | P a g e




Written evidence

Oral evidence

Matching questions

Open questions

Multiple questions

Short questions


Sentence completion

Checklist Score

Yes No









Observation

331 | P a g e










the cell

o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector








332 | P a g e


Written evidence

Oral evidence

Open questions

Multiple questions

Matching questions

Short questions


Sentence completion

Checklist Score

Yes No










Observation

333 | P a g e


4

Learning Outcomes


10 Hours











o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



334 | P a g e






Written evidence

Oral evidence




335 | P a g e

Checklist Score

Yes No










Observation


Describe polymers





o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



336 | P a g e



(Amino-acids)










Written evidence

Oral evidence




337 | P a g e

Checklist Score

Yes No








Observation






o Group discussion

o Brainstorming


o Presentation

- Pictures

- Video

- Projector



338 | P a g e





Oral evidence

Written evidence

Oral evidence


Checklist Score

Yes No




Observation



339 | P a g e





block-elements



















340 | P a g e




Credits 10 100

Sector Hospitality



Purpose statement



machines

341 | P a g e





Computer skills













to the problems









342 | P a g e


1

Learning Outcomes




40 Hours




placed













machine - Scrubbing

machine - Hot water

extractor machine

- Hoover machine


343 | P a g e






Written evidence


Checklist Score

Yes No


Loosen parts

Mechanical wear


Signal of machine


Washing machine


calender machine



Steam foam machine


Scrubbing machine



344 | P a g e

Polishing machine



Observation



















Content

345 | P a g e





stopped working





Written evidence


Checklist Score

Yes No


Drainage problem






Dryer wont turn on

Noisy Dryer

Wrinkled clothes



346 | P a g e


No heat











Observation














347 | P a g e









Cleaning machine





Remove and replace

Observation




348 | P a g e


before maintenance

2

Learning Outcomes


30 Hours







- Video

- Internet

- Reference books

- Screw driver

- Plier

- Spanners





Content

349 | P a g e




Written evidence

Oral evidence


Product evidence




Screw driver

Plier

Spanners pump

Greasing


Oil

wire brush

Grease

Observation









- Video

- Internet

- Reference books

- Screw driver

- Spanner

- Plier



350 | P a g e










Checklist Score

Yes No


Solenoid valve

Lubricator

Door gasket

Motor

Hightemp lead

Lint screen

Lock WKey

Output harmess

Keypad overlay

Filter

Door seal kit

Bobbin chamber



user guide

351 | P a g e

Board

Roller drum

Bruches

Water tank

Belt


Observation








- Video

- Internet





guide


352 | P a g e






Checklist Score

Yes No





Observation

353 | P a g e


3

Learning Outcomes




30 Hours






- Vacuum cleaner


- Manual books

- Brush

- Oil





354 | P a g e






Checklist Score

Yes No




Observation











355 | P a g e







Written evidence

Oral evidence


Open questions

Oral questions

Multiple choice

Matching questions

Problem solving


Checklist Score

Yes No




Observation



356 | P a g e


machine









machine - Calender


machine - Scrubbing

machine - Hot water

extractor machine


clothes







357 | P a g e


Written evidence

Open questions

Oral questions

Multiple choice

Matching questions

Problem solving


Checklist Score

Yes No





Observation

358 | P a g e









clothes

359 | P a g e



Checklist Score

Yes No













Observation

Checklist Score

Yes No







Lubrification

Oiltement

Adjustment

Observation

360 | P a g e


References
















Checklist Score

Yes No


2 laundry machines

3 cleaning machines


5 hours




Observation

361 | P a g e




Credits 12 120

Sector Hospitality



Purpose statement




services

362 | P a g e


NA









as per standards


room status


standards




services


room status





363 | P a g e


1

Learning Outcomes

1 Strip bed



30 Hours





protector


a bed


bed


a bed

- Bed

- Bed linen

- Pictures

- Internet

- Video

- Projector

- Computer





364 | P a g e




Written evidence


Open questions

Multiple questions




Pull the bed



Remove pillowcases

Remove sheets


Observation





and oil



of stains


linen



- Soiled bed linen

- Damaged bed linen

- Pictures

- Video

- Projector

- Computer


Content

365 | P a g e





Written

Performance

Matching questions

Multiple questions

Short questions


Checklist Score

Yes No


Urine and faeces

Blood


Shoe polish

Food



Torn linen

Fade linen

Stretch linen

Observation



366 | P a g e














- Pictures

- Video

- Projector

- Computer







367 | P a g e


Written evidence

Oral evidence

Open questions

Multiple questions

Short questions

Checklist Score

Yes No


Valuable

Non valuable

Perishable


Inside pillow cases

Under mattresses

Inside drawers

In bathroom


Record the item











Observation

368 | P a g e


2

Learning Outcomes


20 Hours







sheet right side up


Putbed coverings


cases Put on

throwbed valent




making


- Pictures

- Video

- Projector

- Computer


Content

369 | P a g e






Written evidence

Oral evidence

Open questions

Short questions

Oral questions

Checklist Score

Yes No







Final touches


Observation



370 | P a g e








on sides

Put thebed cover




- Bed

- Mattress

- Blanket

- Pillow

- Pillow cases

- Bed sheets

- Pictures

- Video

- Projector

- Computer





Written evidence


Open questions

Short questions


Checklist Score

Yes No






Mitered all corners




371 | P a g e


Put thebed cover


Observation







Put the decorative

cautions




- Bed

- Mattress

- Duvet

- Pillow

- Pillow cases

- Bed sheets

- Pictures

- Video

- Projector

- Computer





Written evidence


Open questions

Short questions





372 | P a g e






Miter all corners


Put thebed runner


Observation

373 | P a g e


3

Learning Outcomes


20 Hours


Steps to follow


Enter the room






Report room status




down service

- Newspapers

- Chocolates

- Messages

- Flowers

- Shampoo

- Conditioner

- Hand lotion

- Sanitary items

- Bed sheets

- Bath towels and

pillows

- Toilet paper

- Tissues

- Videos

- Internet

- Books

- Door stopper

- Trolley



374 | P a g e




Written evidence


Open questions

Short questions


Checklist Score

Yes No


Linen preparation



Drawing of curtains


Placing items


Basic cleaning

Report room status

Observation



375 | P a g e


Departments

Front office

FampB

Security

Maintenance

IT

Clinic

Issues

Concierge services


dietary need



internet connection



other departments




departments



other departments

- Internet

- Video

- Text books




Content




376 | P a g e


Written evidence

Oral evidence

Matching questions

Open questions

Oral question

Multiple choice


Types of items

Special pillows

Extra bedding

Extra crockery and

cutlery

Extra towels

Extra furniture

Telephone chargers

Internet cables



lent to the guest



lent

- Internet

- Video

- Text books

- Adaptor

- Pillows

Checklist Score

Yes No


Front office

Security

FampB

Clinic

Maintenance

IT


Concierge services

Dietary need



Concierge services


Observation


377 | P a g e









Written evidence

Oral evidence

Open questions


Oral question

Checklist Score

Yes No


Special pillows

Extra bedding


Extra towels

Extra furniture

Telephone chargers


Record item




Record item



Observation



378 | P a g e





o Bed

o Mattress

o Mattress

protector

o Duvet

o Duvet cover

o Blanket

o Decorative

cautions

o Bed throw

o Newspapers

o Chocolates

o Flowers

o Shampoo

o Conditioner

o Hand lotion

o Sanitary items

o Bed sheets

o Pillows and

their cases

o Toilet paper

o Tissues

o Door stopper

379 | P a g e
















380 | P a g e




Credits 6 60

Sector Hospitality



Purpose statement






381 | P a g e


Level 3 and Level 4














service





382 | P a g e



383 | P a g e


1

Learning Outcomes






20 Hours














form - Audio-visual




384 | P a g e















385 | P a g e

Checklist Score

Yes No



Customer feedback

Suggestion box

Comment form



Quick service


Quality product

Hygiene

Affordable price

Safety and security





Amaze Your Customer

Observation

386 | P a g e








customers and staff





staff













387 | P a g e


Written evidence


Checklist Score

Yes No


Meeting with staff



Suggestion boxes

Comment forms

Social media

Observation




Internal factors

management changes



recruitment



quality service


service provision







388 | P a g e

practices

External factors










- White board

389 | P a g e





Written


Checklist Score

Yes No



New equipment


Technology change


Inflation




Legal changes

Political changes

Social changes

Observation




390 | P a g e









process





process










Written evidence






391 | P a g e

Checklist Score

Yes No

Short meeting

Questionnaire

Suggestion box


Observation














the service



planning


service planning






392 | P a g e








standards







Written




issues

393 | P a g e

Checklist Score

Yes No


Market condition


Service level

Resources required

Financial plan

Staff requirement

Service tools

Implementation plan

Observation

394 | P a g e


2

Learning Outcomes





20 Hours


clearly to staff





expressions


Encoding Medium of

transmission




service issues


communication





Content

395 | P a g e

Decoding Feedback












Written evidence




clearly to staff

396 | P a g e

Checklist Score

Yes No


Oral

Written


Encoding


Decoding

Feedback

Observation


delivery










Internet - Internet




stand - White board



397 | P a g e




Written evidence


Checklist Score

Yes No





Conduct briefing


Observation



Coaching staff

Definition

Coaching process



service coaching


process



Internet - Internet


equipment




delivery

398 | P a g e



Causes Categories

Handling techniques


service coaching


coaching

o



stand - White board





Written evidence


Checklist Score

Yes No


Definition



Coaching methods

Communicate staff

Conducting coaching

Make follow up


Causes

Categories





399 | P a g e

Listen

Apologize

Solve

Thank

Observation










monitoring


monitoring process


process


process


Internet - Internet




stand - White board





Written evidence






400 | P a g e

Checklist Score

Yes No


Reliability

Competence

Responsiveness

Courtesy

Credibility






Observation

401 | P a g e


3

Learning Outcomes



20 Hours









improvement




customer feed back



form - Audio-visual




402 | P a g e





Written evidence


Checklist Score

Yes No


Poor hygiene



Delayed service

Negative attitude



Staff training


Observation




403 | P a g e


















stand - White board





Written evidence






404 | P a g e

Checklist Score

Yes No







Observation








405 | P a g e


Checklist Score

Yes No


Suggestion boxes

Guest comment forms

Social media



Comment form

Suggestion box

Talking with guest


Technology change


Inflation

Social change


Response time

Staff attitudes



Staff grooming




Positive Behavior

Product knowledge


406 | P a g e

Warm welcoming


Monitor the service




Record is made

Observation


Checklist Score

Yes No




Observation is made


Supervision



Comment form

Observation


Respect

Courtesy

Punctuality

Observation

407 | P a g e


Checklist Score

Yes No


40 minutes

Service speed


Staff grooming



Lunch meal

Observation

408 | P a g e

Reference books

















409 | P a g e




Credits 5 50

Sector Hospitality



Purpose statement




equipment

410 | P a g e


NA







standards


standards


standards


per the room type


per the standards


the standards


equipment


usage


to the surface


their usage

411 | P a g e


1

Learning Outcomes


20 Hours




Junior suite

Executive suite

Enter leading room

family room

Presidential suite

Cabana room

Paraplegic room

Studio room

(Murphy room)

Apartment




types



412 | P a g e





Written evidence

Oral evidence

Open questions


Written questions

Checklist Score

Yes No


Standard room

Twin room

Deluxe room

Junior suite

Executive suite


Presidential suite

Cabana room

Paraplegic room

Studio room

(Murphy room)

Apartment

Observation



413 | P a g e


Fixtures

Art works

Lightings

Sink

Bathtub

Toilets

Furniture

Beds

o Bed sizes

Chairs

Sofa

Tables

Drawers

Built in

Luggage rack

Wardrobe

Fittings

Television

Curtains

Carpet

Wall coverings

Mirrors

Lamp shades

Headboards


interiors


interiors


- Bedrooms

- Room interiors

- Pictures

- Video

- Projector

- Computer

- PowerPoint Flip

chart

- Papers Mark pens

- Pens







Content

414 | P a g e


Written evidence

Oral evidence

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No


Art works

Lightings

Sink


Beds

Bed sizes

Chairs

Sofa

Tables


Television

Curtains

Carpet

Wall coverings

Mirrors

Observation


Room status

Vacant dirty

Vacant clean

Occupied dirty

Occupied clean

Out of order

Terminologies

Checked out




status





- Rooms

- Pictures

- Videos

- Internet

- Projector

- Computer

- Power point

- Flip chart


415 | P a g e

Do Not

Disturb(DND)

Double lock

Skipper

Stay over

sleep out

complimentary

on change

sleeper

lockout

DNCO (Did not

check out)

Due out etc

- Papers

- Mark pens





Written evidence

Oral evidence

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No


Vacant dirty

Vacant clean

Occupied dirty

Occupied clean

Out of order


Checked out

Do Not Disturb(DND)



416 | P a g e

Double lock

Skipper

Stay over

Sleep out

Complimentary

On change

Sleeper

Lockout

Observation

417 | P a g e


2

Learning Outcomes


20 Hours



Soap

Shower cup

Shampoo

Conditioner

Dental kit

Vanity kit

Shaving kit

Sewing kits

Bath salt

Comb

Shoe shine

Shoe mitt







Content

418 | P a g e

Shoe buff

Shoe horn

Bath sponge

Sanitary bag

Tissue box

Toilet papers





Written evidence

Open questions

Short questions

Multiple choice

Checklist Score

Yes No


Body lotion

Soap

Shower cup

Shampoo

Dental kit

Vanity kit

Shaving kit

Sewing kits

Bath salt

Comb

Shoe shine

Shoe mitt



419 | P a g e

Shoe buff

Conditioner

Shoe horn

Bath sponge

Sanitary bag

Tissue box

Toilet papers

Body lotion

Soap

Observation



Laundry list

Hotel directories

Mini bar menu

Breakfast knob card

DND sign

Bible or Coran

Pen and note pad

Room service menu

Newspapers

Letter heads

Envelopes

Tend cards

Hotel lien

o Brainstorming on





stationaries

o Presentation on


o Room stationaries

o Videos

o Internet

o Pictures





420 | P a g e




Written evidence

Oral evidence

Open questions

Short questions

Multiple choice


Checklist Score

Yes No


Laundry list

Hotel directories

Mini bar menu

Breakfast knob card

DND sign

Bible or Coran

Pen and note pad

Room service menu

Newspapers

Letter heads

Envelopes

Tend cards

Hotel lien

Laundry list


Observation

421 | P a g e



Slippers

Hairdryer

TV with DVD Player


ampTea)

Mini bar

Ashtrays


Telephone

Alarm clock

Ironing board










Written evidence

Oral assessment

Open questions

Short questions

Multiple choice




422 | P a g e

Checklist Score

Yes No


Hangers

Slippers

Hairdryer

TV with DVD Player


Mini bar

Ashtrays


Telephone

Alarm clock

Ironing board

Observation

423 | P a g e


3

Learning Outcomes


45 Hours



Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper


cleaning tools


cleaning tools



- Cleaning tools

- Flip chart

- Projector

- Internet

- Marker pens

- Videos

- Pictures


424 | P a g e





Written evidence


Open questions

Short questions


Checklist Score

Yes No


Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper

Observation



425 | P a g e





Disinfectants




agents and surfaces


and surfaces


agents and surfaces


and surfaces

- Surfaces

- Cleaning agents

- Computer

- Internet

- Videos

- PowerPoint







426 | P a g e


Written evidence

Performance

Open questions

Short questions


Checklist Score

Yes No


Wooden

Ceramics

Golden

Bracelets

Aluminum

Steel

Silver

Diamond

Tiles

Carpeted

Glasses

Paper

Cement

Water and oil paint

Leather

Wooden


Disinfectants

Detergents

Solvents

Polishes

Deodorants

Removers

Abrasives

Absorbents

Antiseptics

Disinfectants

Observation

427 | P a g e



equipment

Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle


machine



equipment


equipment


equipment


equipment

- Cleaning

equipment

- Videos

- Pics

- Internet





Written evidence


Open questions





428 | P a g e

Checklist Score

Yes No


Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle




Observation

429 | P a g e





Guestrooms


Guestroom supplies

Guestroom amenities



Checklist Score

Yes No













Observation

430 | P a g e


Checklist Score

Yes No



Guestroom supplies


Observation


Checklist Score

Yes No


Standard room

Twin

Deluxe room

Junior suite

Executive suite


Presidential suite

Cabana room

Paraplegic room

Studio room


Guestroom amenities







Observation

431 | P a g e

Reference books

References books


Jones


Wiley















432 | P a g e




Credits 9 90

Sector Hospitality



Purpose statement




433 | P a g e


NA











set standards


guestroom











434 | P a g e


1

Learning Outcomes


20 Hours



Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper

Selecting cleaning

equipment

Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine






435 | P a g e

Cradle


machine

Vapor cleaning

machine


Disinfectants







Written evidence


Open questions

Multiple choice




436 | P a g e

Checklist Score

Yes No


Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch


Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle



Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle



Disinfectants

Detergents

Solvents

Polishes

Deodorants

Removers

Abrasives

Absorbents

Antiseptics

Observation

437 | P a g e



maidrsquos trolley


bottom shelf




third shelf



top




box


Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Gloves

Air freshener




bottom shelf

Pack bed sheets and


shelf


third shelf

Pack the amenities




caddy box packing



and caddy box


caddy box packing

- Chamber maid

trolley

- Caddy box

- Cleaning agents

tools and equipment

- Bed and bathroom

linen

- Pictures

- Videos

- Projector

- Computer

- Flip chart

- Papers

- Marker pens


Content

438 | P a g e

top





Written

Performance

Matching questions

Multiple questions

Short questions


Checklist Score

Yes No









Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Gloves

Air freshener



439 | P a g e







Observation



procedures

Knock the door


Open the door


Parking the trolley

Airing the room


Conditioner

Draw the curtains

Open the windows

Empty the trashes





guestrsquo room


guestsrsquo room

- Guestrooms


- Door stopper

- Room keys








440 | P a g e


Written evidence


Open questions

Multiple questions

Short questions


Checklist Score

Yes No


Knock the door


Open the door


Parking the trolley



Draw the curtains

Open the windows

Empty the trashes


Observation

441 | P a g e


2

Learning Outcomes


50 Hours


Areas to be soaked

Toilet

Sink

Bathtub

Shower

Tiles


Toilet cleaner

Multisurface

cleaner







Content

442 | P a g e




Written evidence

Oral evidence


Open questions

Multiple questions

Task Soak bathroom

Checklist Score

Yes No


Toilet

Sink

Bathtub

Shower

Tiles


Toilet cleaner


Observation



443 | P a g e





motion

Clean shower

Clean toilet


Mop the floor



surfaces


cleaning bathroom

o Cleaning tool

agent and

equipment

o Videos

o Internet

o Pictures





Oral evidence

Written evidence


Open question


Checklist Score

Yes No




Clean shower

Clean toilet





444 | P a g e

Mop the floor



Observation


Steps of cleaning a

bedroom

Dusting

Mopping

Polishing

Vacuuming

Cleaning of bedroom

Sequence

Daily

Weekly

Periodically


bedroom

Clockwise

Anti-clockwise

Up- downwards


Final touches steps

Arrange furniture






˗ Bedroom

˗ Furniture

˗ Fixtures

˗ Fittings

˗ Dusters

˗ Mops

˗ Vacuum cleaner

˗ Videos

˗ Pictures

˗ Cleaning agents


445 | P a g e

Last glance

Spray air freshener

Lock the door

Write room status





Written evidence


Open questions

Short questions


Checklist Score

Yes No


Dusting

Mopping

Polishing

Vacuuming


Clockwise

Anti-clockwise

Up- downwards



Arrange furniture

Last glance

Spray air freshener

Lock the door

Write room status

Observation



446 | P a g e


3

Learning Outcomes



3 Report work done

45 Hours



Dry dusting

Damp dusting

Wet cleaning



equipment



equipment



equipment


equipment

- Cleaning agents

- Videos

- Pictures







447 | P a g e


Written evidence


Open questions

Multiple questions


Checklist Score

Yes No


Dry dusting

Damp dusting

Wet cleaning

Observation





Cool and dry place

Keep them in their

original containers

Aerated place

Ventilated place


agents

Cover spray bottles





equipment




equipment

˗ Store

˗ Pantries

˗ Shelves

˗ Boxes

˗ Cleaning tools

agents and

equipment

˗ Videos

˗ Pictures

˗ Internet


448 | P a g e





Written evidence

Oral evidence

Open questions

Multiple question


Checklist Score

Yes No


Cool and dry place


Aerated place

Ventilated place


Cover spray bottles


Observation



449 | P a g e


Types of report

Room status

Lost and found


Missing items

Double lock

Maintenance

Damages


report



˗ Work sheet

˗ Hand over report

˗ Pen





Written evidence


Open questions

Multiple questions

Task Make report

Checklist Score

Yes No


Room status

Lost and found


Missing items

Double lock

Maintenance

Damages

Observation




450 | P a g e






Bathroom

Store

Pantries

Shelves

Boxes

Bedroom

Furniture

Fixtures

Fitting

Dusters

Mops

Vacuum cleaner


Checklist Score

Yes No


Cleaning Tools

Cleaning agents

Cleaning equipment












451 | P a g e



Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Gloves

Air freshener


Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Entering the room





Observation

452 | P a g e


Checklist Score

Yes No


Bathroom cleaned

Bedroom cleaned





Observation


Checklist Score

Yes No


5 guestrooms


4 hours





Observation

453 | P a g e


Checklist Score

Yes No


Gloves

Safety shoes

Goggles

Masks


Bending

Lifting

Carrying

Pushing

Pulling




Observation

454 | P a g e

References books


Jones


Wiley















455 | P a g e




Credits 4 40

Sector Hospitality



Purpose statement




456 | P a g e


Study of the market


Business techniques

Market Management








demand


available




identified


standards









457 | P a g e


1

Learning Outcomes






Definition of

market demand

stock of goods





market demand


of stock



o Problem solving



- Reference books

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Marker pen

- Computer

- Stock management

software




458 | P a g e






Checklist Score

Yes No




Observation


Types of goods

Perishable goods

Nonperishable goods



Fast consumed goods


(eg packages)


products


categorize goods






o Problem solving



- Reference books

- Internet

- Calculator

- Computer

- Black board

- Chalk board





459 | P a g e




Written evidence

Oral evidence


Matching exercise


requirements


requirements


Selection criteria


criteriarsquos


determine market

requirements



o Problem solving



- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Marker pen



Checklist Score

Yes No




Observation


460 | P a g e




Written evidence

Oral evidence


Matching exercise

Checklist Score

Yes No




Observation



requirements

461 | P a g e


2

Learning Outcomes




Stock layout


right size of stock


size of the stock

Demand

Storage capacity

Storage cost



measure stock


process steps



stock


o Problem solving


- Calculator

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers

- Papers

- Pens





462 | P a g e




Written evidence

Oral


o Matching exercise

Checklist Score

Yes No




Observation



standards






packing tape)


available space)





walls)







goods conveniently





o Problem solving

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers

- Papers

- Pens

- Standards marks


463 | P a g e




needed goods)








Written evidence

Oral


Essayamp Case study


Matching exercise

Checklist Score

Yes No





Observation



464 | P a g e




stored


methods used

Delivery mode

Road

Air

Sea

Train





o Problem solving


o Role play

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers





Written evidence

Oral


Matching exercise


Checklist Score

Yes No




Observation





465 | P a g e


3

Learning Outcomes



practices 10 Hours




principles





Equipment technical





storage period)

Cost of capital











o Problem solving


- Calculator

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Markers





466 | P a g e




Written evidence

Oral


Matching exercise

Problem solving






cost






o Problem solving




the stock

- Calculator

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Markers


Checklist Score

Yes No




Observation


467 | P a g e




Written evidence

Oral


Matching exercise

Checklist Score

Yes No




Observation





FIFO

LIFO


cost method


management


evaluation methods


evaluation methods

o Site visit of

warehouse

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Marker pen






468 | P a g e




Written evidence


Matching exercise

Checklist Score

Yes No




Observation



469 | P a g e









Paper

Notebook

Pens

Calculator

Paper holder

Ruler

470 | P a g e


Checklist Score

Yes No


List of goods

Level of demand


Formula to be used

Minimum stock level

Maximum stock level


Market requirements



Formula used

Marginal cost



Observation


Checklist Score

Yes No


No loss




Observation

471 | P a g e


Checklist Score

Yes No



Timely delivery











Observation

Reference books

1 wwwrfsmartcom




State University

472 | P a g e




Credits 30 300

Sector All

Sub-sector All


Purpose statement





473 | P a g e














474 | P a g e


1

Learning Outcomes


10 Hours














Content

475 | P a g e


Written

Oral


Checklist Score

Yes No





Observation









476 | P a g e




Written evidence

Oral evidence



Checklist Score

Yes No

Observation



477 | P a g e





employee







Written evidence

Oral evidence



Question and answer




478 | P a g e

Checklist Score

Yes No


Observation














479 | P a g e




Written evidence

Product evidence

(Check list)


Checklist Score

Yes No


Observation







file documents


480 | P a g e





Written evidence

Product evidence


Checklist Score

Yes No



Observation



481 | P a g e


2

Learning Outcomes


5 Hours





of own IAP goals











Content

482 | P a g e

Oral evidence


Question and answer

Checklist Score

Yes No


Observation









- Logbooks -



483 | P a g e




Written evidence



Checklist Score

Yes No


Observation


Written tests





o Asking questions





484 | P a g e





Written evidence

Oral evidence


Checklist Score

Yes No


Observation



485 | P a g e


3

Learning Outcomes


285 Hours











486 | P a g e


Written evidence

Product evidence

Checklist Score

Yes No


Observation


IAP reports

IAP Evaluation

IAP interview


- -logbooks







487 | P a g e


Written evidence

Product evidence

Checklist Score

Yes No


Observation



o Presentation






488 | P a g e




Written evidence

Oral evidence


Checklist Score

Yes No


Observation

489 | P a g e

Reference books










improve-innovation







(IAP)-challenges








a | P a g e

GLOSSARY







assessment












an evidence guide











and independence




























traineeship
















competency













instructor








































competency






communication tools





the competency





attitudes




module











performance






laid down





improved































variables


ii | P a g e

Copyright











any liability






Published by




iii | P a g e

Table of Contents







21 Description 2









34 Flowchart 9



42 Portfolio 10












iv | P a g e

































v | P a g e



























H O K B M 5 0 1 - B E D M A K I N G 3 6 1






vi | P a g e























G L O S S A R Y a

vii | P a g e












CV Curriculum Vitae






Ltd Limited








viii | P a g e








LV Low Voltage


HV High Voltage



DC Direct Current









DC Direct Current

ix | P a g e

Acknowledgments



Coordination


Facilitators




























1 | P a g e









certification
















Section

1

2 | P a g e

Section

2


21 Description














learning process


workplace





environment








Machine

13 Manage store










Level REQF Level 5

Credits 119




3 | P a g e












Storekeeper

Machine Operator







4 | P a g e

Communication






Health reproduction


Business Plan





Self-management




5 | P a g e

Technology

Manipulate computer

Using internet



6 | P a g e















Total 60


GEN

ERA

L






SPEC

IFIC




Total 59

7 | P a g e

3 TRAINING PACKAGE



31 Course structure





















the following pages

Section

3

8 | P a g e

ROOM ATTENDANT

PROCESS



Du

rati

on

(2

60

Hrs

)

Att

end

sh

ift

bri

efin

g

Sch

edu

le d

aily

wo

rk

Pre

par

e th

e w

ork

pla

ce

Pre

par

e m

ater

ials

to

ols

an

d e

qu

ipm

ent

Per

form

th

e w

ork

Cle

an a

nd

sto

re t

oo

ls m

ater

ials

an

d e

qu

ipm

ent

use

d

Rep

ort

th

e w

ork

do

ne

Des

crib

e th

e o

ccu

pat

ion

an

d le

arn

ing

pro

cess

Mo

nit

or

occ

up

atio

nal

SH

E at

wo

rkp

lace

Mai

nta

in p

rofe

ssio

nal

co

nve

rsat

ion

in u

pp

er-i

nte

rmed

iate

En

glis

h

Gu

kore

sha

ikin

yarw

and

a cy

rsquointy

oza

Pra

tiq

uer

les

tech

niq

ues

drsquoe

xpre

ssio

n o

rale

et

eacutecri

te

Ku

jad

ili M

awas

ilian

o m

bal

i mb

ali y

a K

iofi

si k

atik

a K

isw

ahili

Wo

rk in

a s

oci

ally

div

erse

en

viro

nm

ent

Use

ICT

at w

ork

pla

ce

Org

aniz

e a

bu

sin

ess

Ap

ply

pro

fess

ion

al e

thic

s

Inte

grat

e w

ork

pla

ce

Ap

ply

cu

sto

mer

car

e p

rin

cip

les

Bas

ic M

ain

ten

ance

of

Ho

use

kee

pin

g M

ach

ine

Man

age

sto

re

Ap

ply

Gen

eral

Mat

hem

atic

s

Ap

ply

Gen

eral

Ch

emis

try

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

Duration (930 Hrs)

30

30

30

30

30

30

30

30

30

30

30

0

60

10

0

40

70

60

1


50


90


120



competencies



9 | P a g e

34 Flowchart








Figure 2 Flowchart



Store management 4


Bed making 12













10 | P a g e






42 Portfolio




















on that module


Section

4

11 | P a g e




curriculum

















Relevance 90


(example Safety)

100

12 | P a g e









with pre-requisites







certification



module








13 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement








14 | P a g e


Not applicable









them








15 | P a g e


Introductions



expectations

- Trainer manual






1

Learning Outcomes


6 Hours




Content

16 | P a g e

Checklist Score

Yes No

Observation


Working as a team

Building trust


- Trainer manual








17 | P a g e

Checklist Score

Yes No

Observation





- Trainer manual








18 | P a g e

Checklist Score

Yes No

Observation

19 | P a g e


2

Learning Outcomes


12 Hours





Working conditions


neighborhood











Content

20 | P a g e

Checklist Score

Yes No

Observation




Duration Flowchart





school










21 | P a g e


Checklist Score

Yes No

Observation

22 | P a g e


3

Learning Outcomes


2 Hours





- Trainer manual







23 | P a g e


Checklist Score

Yes No

Observation











24 | P a g e


Checklist Score

Yes No

Observation

25 | P a g e


4

Learning Outcomes


10 Hours




o -







26 | P a g e


Checklist Score

Yes No

Observation












27 | P a g e


Checklist Score

Yes No

Observation


SMART goals








- Trainer manual







28 | P a g e


Checklist Score

Yes No

Observation


SMART goals








- Trainer manual





29 | P a g e




Checklist Score

Yes No

Observation







- Trainer manual



30 | P a g e




Checklist Score

Yes No

Observation



o -




31 | P a g e




Checklist Score

Yes No

Observation

Reference books





32 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement










33 | P a g e


Not applicable













practice













34 | P a g e


1

Learning Outcomes


10 Hours



discipline







safe




Content

35 | P a g e





Written

Oral

Performance


applied

Checklist Score

Yes No




Observation




procedures



36 | P a g e






Checklist

PPEs

Brushes

Store

Shelter

Shelves

Pen





Written

Oral

Performance





37 | P a g e

Checklist Score

Yes No




Observation


OSHE best practice

regulations

standards









38 | P a g e


Written

Oral

Performance


Checklist Score

Yes No



Observation

39 | P a g e


2

Learning Outcomes


10 Hours





o Site visit




Near miss





Content

40 | P a g e




Written

Oral

Performance


Checklist Score

Yes No



Observation









41 | P a g e





Impact of incidents

Social impact

loss of manpower


poor production


compensation


permanent injuries


persistent pain


anxiety

depression


42 | P a g e




Written

Oral

Performance


Checklist Score

Yes No



Observation









43 | P a g e

fatal







Written

Oral

Performance




44 | P a g e

Checklist Score

Yes No




Observation


Use of PPEs














45 | P a g e


Written

Oral

Performance


Checklist Score

Yes No







Observation

46 | P a g e


3

Learning Outcomes



10 Hours









- Reference books

- Internet

- Hand-outs

- Stories and

pictures


47 | P a g e























48 | P a g e










Written

Oral

Performance


and safety matters

Checklist Score

Yes No





Observation



49 | P a g e






Written

Oral

Performance







Procedures


- Reference

books

- Internet

- Hand-outs

- Stories and

pictures





50 | P a g e

Checklist Score

Yes No



Observation


Evaluation forms





pictures







51 | P a g e


Written

Oral

Performance


Checklist Score

Yes No




Observation




(Author Editor)


Date 2009







52 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement












53 | P a g e





















intended message



accents






business document

54 | P a g e


1

Learning Outcomes


question forms

10 Hours






QampA






Flip charts

Whitechalk Board

Markers

Microphones

Reference books

Scenarios

Stationeries

Scenarios

Projector

Lesson plan

Trainee manual

Reference books


Content

55 | P a g e







Written evidence


Writing practice

Task


the class

Checklist Score

Yes No


Language use

Observation



56 | P a g e









to the audience


Flip charts

Whitechalk Board

Markers

Microphones

Reference books

Scenarios

Stationeries

Scenarios

Projector

Lesson plan

Trainee manual

Reference books







57 | P a g e


Oral evidence


Presentation

Task


Checklist Score

Yes No


Language use


Observation


forms



Scenarios

Whiteblackboard

Reference books

Markers

Flip charts

Paper

Stationeries


58 | P a g e





Oral evidence


Discussions

Presentations

Task


Checklist Score

Yes No




Observation



question forms

59 | P a g e


2

Learning Outcomes


5 Hours





information








Content

60 | P a g e




Written evidence

Oral evidence






Checklist Score

Yes No

Types of texts



Observation



61 | P a g e




Writerrsquos stance


Scenarios

Whiteblackboard

Reference books

Markers

Flip charts

Paper

Stationeries

Lesson plan

Trainee manual





Written evidence







62 | P a g e

Checklist Score

Yes No

Types of texts




Observation





words









63 | P a g e


Written evidence

Oral evidence



Task


Checklist Score

Yes No


Observation

64 | P a g e


3

Learning Outcomes


10 Hours






Flip charts

Whitechalk Board


Scenarios

Stationeries

Projector

Computer

Lesson plan

Trainee manual

Recordings



65 | P a g e




Oral evidence




Checklist Score

Yes No



Observation



66 | P a g e










Oral evidence



Task






67 | P a g e

Checklist Score

Yes No


Observation






rd - Reference











68 | P a g e

Oral evidence


Discussions

Presentations

Task



Checklist Score

Yes No



Types of listening


Observation

69 | P a g e


4

Learning Outcomes


5 Hours












70 | P a g e




Written evidence

Performance



Checklist Score

Yes No


Writing processes

Observation



71 | P a g e









Understanding









72 | P a g e


Written evidence

Oral

Performance


Task


differences

Checklist Score

Yes No



Observation







document




73 | P a g e





Written evidence



Task


Checklist Score

Yes No



Observation









74 | P a g e

- Lesson plan





Written evidence



Task


Checklist Score

Yes No



Language use

Observation

Reference books



75 | P a g e




Credits 3 30

Ishami Yose

Agashami Twose


Intego nyamukuru









76 | P a g e

Ubushobozi fatizo





zagezweho


















77 | P a g e





78 | P a g e


1




Amasaha 6




Inkurushusho

Insanganyamatsiko

Inyunguramagambo
















activities

Ibyigwa

79 | P a g e

ihimbankuru













Gihamya Isuzuma





80 | P a g e


Yego Oya


inkurushusho

Umwanzuro



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru














activities

Ibyigwa

81 | P a g e

Udukino dufatiye ku

nkurushusho

nrsquoindangagaciro










Gihamya Isuzuma




82 | P a g e


Yego Oya

Insanganyamatsiko

Inyunguramagambo



Umwanzuro



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru












activities

Ibyigwa

83 | P a g e


Udukino dufatiye ku

nkurushusho

bakuranwa











Gihamya Isuzuma




84 | P a g e


Yego Oya


Umwanzuro



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru

















activities

Ibyigwa

85 | P a g e









Gihamya Isuzuma



Yego Oya


Umwanzuro



86 | P a g e



Inkurushusho

Insanganyamatsiko

Inyunguramagambo





ihimbankuru





















activities

Ibyigwa

87 | P a g e




Gihamya Isuzuma



Yego Oya

Ihimbankuru

Umwanzuro



88 | P a g e


2





Amasaha 6



zitandukanye



Inyunguramagambo


Ingingo zrsquoumuco













activities

Ibyigwa

89 | P a g e




yrsquoubworoherane












Gihamya Isuzuma





zitandukanye

90 | P a g e


Yego Oya



Umwanzuro




Inyunguramagambo


Ingingo zrsquoumuco















activities

Ibyigwa

91 | P a g e




akomeye










Gihamya Isuzuma



Yego Oya

Inyunguramagambo




92 | P a g e

Ingingo zrsquoumuco




Umwanzuro




Inyunguramagambo


Ingingo zrsquoumuco





Ihangamwandiko ku












activities

Ibyigwa

93 | P a g e



kumva umwandiko









Gihamya Isuzuma



Yego Oya


Umwanzuro



94 | P a g e




Inyunguramagambo


Ingingo zrsquoumuco


















o Gukora inshamake




activities

Ibyigwa

95 | P a g e

yrsquoumwandiko





Gihamya Isuzuma



Yego Oya



Umwanzuro



96 | P a g e





Inyunguramagambo


Ingingo zrsquoumuco























activities

Ibyigwa

97 | P a g e





Gihamya Isuzuma



Yego Oya


Umwanzuro







activities

Ibyigwa



muryango

98 | P a g e


Inyunguramagambo


Ingingo zrsquoumuco







mpamvu

















99 | P a g e


Gihamya Isuzuma



Yego Oya

Ibinyazina

Umwanzuro

100 | P a g e


3




Amasaha 6





Inyunguramagambo





















activities

Ibyigwa

101 | P a g e


akomeye










Gihamya Isuzuma





102 | P a g e


Yego Oya



Umwanzuro




Inyunguramagambo






















activities

Ibyigwa

103 | P a g e


Ibinyazina Ngenera

ngenga Ndafuturan

dasigura Mpamagazi









Gihamya Isuzuma



Yego Oya

Inyunguramagambo

Insanganyamatsiko



Umwanzuro



104 | P a g e




Inyunguramagambo








Ibinyazina Ngenera

ngenga Ndafuturan

dasigura





















activities

Ibyigwa

105 | P a g e

Mpamagazi



Gihamya Isuzuma



Yego Oya


Umwanzuro









activities

Ibyigwa



106 | P a g e

Inyunguramagambo









nta mpamvu



















107 | P a g e


Gihamya Isuzuma



Yego Oya



Umwanzuro




Inyunguramagambo














activities

Ibyigwa

108 | P a g e




















Gihamya Isuzuma




109 | P a g e


Yego Oya


Umwanzuro




Inyunguramagambo





















activities

Ibyigwa

110 | P a g e


akomeye










Gihamya Isuzuma



Yego Oya

Ibinyazina

Umwanzuro



111 | P a g e


4





Amasaha 6






inyunguramagambo





ihimbamwandiko











˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo



activities

Ibyigwa

112 | P a g e

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro

matsinda






Muntu





Gihamya Isuzuma



Yego Oya



Umwanzuro




113 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo





activities

Ibyigwa

114 | P a g e




Gihamya Isuzuma




115 | P a g e


Yego Oya

Inyunguramagambo




Umwanzuro





inyunguramagambo













˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi


activities

Ibyigwa

116 | P a g e

nrsquoumuco


ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro







˗ Inkoranyamagambo






Gihamya Isuzuma



Yego Oya


Umwanzuro



117 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo






activities

Ibyigwa

118 | P a g e


Gihamya Isuzuma



Yego Oya

Ihimbamwandiko

Umwanzuro



119 | P a g e


yrsquoubutaka




inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo





activities

Ibyigwa

120 | P a g e




Gihamya Isuzuma



Yego Oya


Umwanzuro



121 | P a g e





inyunguramagambo





ihimbamwandiko

Ikinyazina

Mbaza

Mboneranteko

Nyamubaro
















˗ SEDE (CD)

˗ Disiketi

˗ Ikibaho

˗ Marikeri

˗ Murandasi

˗ Inkoranyamagambo






activities

Ibyigwa

122 | P a g e


Gihamya Isuzuma



Yego Oya

Ikinyazina

Umwanzuro



123 | P a g e


5




Amasaha 6























activities

Ibyigwa

124 | P a g e

ikocamye Imvugo

isanzwe Imvugo

ihanitse


indomo yrsquoabantu




asanwzeho





Gihamya Isuzuma



Yego Oya





125 | P a g e


Umwanzuro









ikocamye Imvugo

isanzwe Imvugo

ihanitse














activities

Ibyigwa

126 | P a g e



rimwe yrsquoabantu


ga yrsquoidini yari

asanwzeho



127 | P a g e



Gihamya Isuzuma



Yego Oya



Umwanzuro






activities

Ibyigwa



128 | P a g e







ikocamye Imvugo

isanzwe Imvugo

ihanitse



rimwe yrsquoabantu


ga yrsquoidini yari

asanwzeho

















129 | P a g e

Gihamya Isuzuma



Yego Oya


Umwanzuro





















activities

Ibyigwa

130 | P a g e


mu ikinamico






Gihamya Isuzuma



Yego Oya


Umwanzuro




131 | P a g e




























activities

Ibyigwa

132 | P a g e

Gihamya Isuzuma



Yego Oya


Umwanzuro




















activities

Ibyigwa

133 | P a g e



abakinankuru





13102014



Gihamya Isuzuma



Yego Oya

Amazina bwite

Umwanzuro



134 | P a g e















135 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement








136 | P a g e


Not applicable















137 | P a g e


1

Learning Outcomes




12 Hours




forms of address




Product preferences



materials






Content

138 | P a g e




Written

Oral

Performance


Checklist Score

Yes No


Observation






language spoken

language written




139 | P a g e





Written

Oral

Performance


Checklist Score

Yes No



Observation











140 | P a g e







Written

Oral


Checklist Score

Yes No


Observation



diplomatic services











141 | P a g e


2

Learning Outcomes




18 Hours


workplace


Causes of conflict

race

language

special needs

disabilities

gender

age

roles

emotions

misinformation

misinterpretation

values





Content

142 | P a g e




Written

Oral


Checklist Score

Yes No



Observation






workplace

143 | P a g e


greetings

key phrases

customs

protocol

business practices




being accommodating







- Reference books


- Online materials






Written

Oral

Performance





144 | P a g e

Checklist Score

Yes No


Observation



Raising issues


informal meeting

Mediation


formal writing

formal meetings

work ethics



materials








145 | P a g e


Written

Oral

Performance


Checklist Score

Yes No


Observation

Reference books





146 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement









147 | P a g e


Not applicable












148 | P a g e


1

Learning Outcomes


10 Hours










Content

149 | P a g e




Written evidence

Oral evidence




IDs



Checklist Score

Yes No

Observation



150 | P a g e







Table of contents









order


151 | P a g e


Written evidence

Oral evidence




IDs



Checklist Score

Yes No

Observation

152 | P a g e





Overlay Drop Shadow








Written evidence




IDs






153 | P a g e

Checklist Score

Yes No

Observation

154 | P a g e


2

Learning Outcomes


10 Hours





Compress a file

File Conversion





network






Content

155 | P a g e




Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Observation

156 | P a g e












Written evidence

Oral evidence


Written evidence






157 | P a g e

Task


IDs



Checklist Score

Yes No

Observation


Page setup

Print preview

Print dialog box


Printer options



Print page ranges




Printer Projector



158 | P a g e




Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Observation



159 | P a g e







Network or WLAN




or VPN




o


Projector







160 | P a g e


Written evidence

Oral evidence




Task


IDs



Checklist Score

Yes No

Observation

161 | P a g e

LU 3 Manage data

3

Learning Outcomes


10 Hours




Length Description









162 | P a g e




Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No



Formatting of data

Labeling

Observation



163 | P a g e



SearchFind Replace


The undo command


Synonyms


o






Written evidence

Oral evidence


Written evidence



Task





164 | P a g e

IDs



Checklist Score

Yes No

Observation











165 | P a g e


Written evidence

Oral evidence


Written evidence



Task


IDs



Checklist Score

Yes No

Observation

166 | P a g e




Duplication removal








formatting


167 | P a g e


Written evidence

Oral evidence




Task


IDs



Checklist Score

Yes No

Observation

168 | P a g e








Written evidence

Oral evidence




Task


IDs





169 | P a g e


Checklist Score

Yes No

Observation

Reference books


170 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement



171 | P a g e


Not applicable

















172 | P a g e


1

Learning Outcomes


7 Hours




Confidentiality








Content

173 | P a g e




Written evidence

Oral evidence


Essay



Sentence completion

Checklist Score

Yes No

Privacy

Independence

Security

Right to vote

Medication

Education

Employment

Promotion

Leave( Holydays)

Observation



174 | P a g e



Respect for others


Protected areas









Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




175 | P a g e

Checklist Score

Yes No

Tax Compliance


Self-reliance

Honesty

Observation









176 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Agenda of Meeting

Personal Agenda

Observation



177 | P a g e











Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




178 | P a g e

Checklist Score

Yes No

Resource Crunch

Opportunity

Attitude

Observation

179 | P a g e


2

Learning Outcomes


15 Hours




Policies










Content

180 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No



Observation








181 | P a g e





Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Utilitarian Theory

Duty Ethics

The virtue Theory



Observation



182 | P a g e


Cooperation










Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




183 | P a g e

Checklist Score

Yes No


Service Orientation

Uplift others


Political awareness

Observation

184 | P a g e

LU 3Apply safety

3

Learning Outcomes


8 Hours











185 | P a g e




Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No

Scenario Analysis


Fault-tree Analysis

Event-tree Analysis

Human Error

Observation

186 | P a g e


Safety and Risk


Safe Exit









Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion




187 | P a g e

Checklist Score

Yes No

Observation



Importance of PPE











188 | P a g e


Written evidence

Oral evidence


Essay

Merging Exercises


Sentence completion

Checklist Score

Yes No


Observation

Reference books


PUBLISHERS India






189 | P a g e




Credits 3 30

Section Toutes

Option Toutes


But viseacute





190 | P a g e


Non appliqueacute






courante


majuscules


ponctuation


mots







public



service



contradictoires








191 | P a g e

reacuteunion










192 | P a g e


1



6 Heures


Lettres

Minuscules

Majuscules


communs


phrase

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies


feutres

- Projecteurs

- Flash Disc








193 | P a g e


Preuveseacutecrites

Preuvesorales


Oui Non





Observations


Accents

Aiguumle

Grave

Circonflexe

Ceacutedille

Signes de

ponctuation

Point

Point

drsquoInterrogation

Point

drsquoexclamation

Point de

suspension

Virgule

Point-virgule

Guillemets

Double points




- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disc




194 | P a g e




Preuveseacutecrites

Preuvesorales


Oui Non


ponctuation

Observations



mots


mots

- Textes

- Illustrations

- Dialogues

- CD audio-visuels

- Photographies

- Figurines et

tableaux feutres

- Projecteurs

- Flash Disc






195 | P a g e





Preuvesorales


Oui Non


Observations



196 | P a g e


2



4 Heures


Vocabulaire

technique


meacutetier



- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuvesecrites

Preuves orales



son meacutetier


197 | P a g e


Oui Non



Observations


Vocabulaire

technique

Preacutesentation




- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales






198 | P a g e


Oui Non



Observations



Rapports de service



meacutetier

- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuvesecrites

Preuves orales



rapports de service

Ressources


199 | P a g e


Oui Non


meacutetier

Observations



Reacutequisition

Commande

Livraisons

Recouvrement



- Textes

- Illustrations

- Dialogues

- CD audio-visuels





Preuves ecrites

Preuves orales



Ressources


200 | P a g e


Oui Non



Lettre de commande

Lettre de livraison

Observations

201 | P a g e


3



6 Heures



- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




202 | P a g e


Oui Non


Observations




Toleacuterance



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressource


203 | P a g e


Oui Non







Observations


Interventions des

membres du groupe




- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales



groupe


204 | P a g e


Oui Non



Observations

205 | P a g e


4



8 Heures



- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressources


206 | P a g e


Oui Non




Observations



suivre


reacuteunion



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales





Ressources


207 | P a g e


Oui Non







Observations



suivre


reacuteunion



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales





208 | P a g e


Oui Non


Prise de notes



Observations

209 | P a g e


5




6 Heures


Arguments

Preacutesentation

eacutecrite


- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressource


210 | P a g e


Oui Non


Introduction

Corps

Conclusion



Observations


Regravegles de la

rheacutetorique



- Textes

- Illustrations

- Dialogues

- CD audio-visuels






Preuves orales




Ressources


211 | P a g e


Oui Non



Exposition

Argumentation

Conclusion

Observations



Grandes lignes de

conclusion drsquoun

exposeacute

Deacutegageant des

perspectives de

conclusion drsquoun

exposeacute



- Textes

- Illustrations

- Dialogues

- CD audio-visuels







Ressources


212 | P a g e


Preuveseacutecrites

Preuves orales



Oui Non


Observations









ISBN 978-2-7531-0103-6


213 | P a g e




Idadiyavipindi 3 30

Idara Zote

Mikondo Yote


Lengo






214 | P a g e











kulingana na hati


kiofisi



zilizopokewa


mbali




wa hati mbali mbali


inayohitajiwa


uwasilishaji


215 | P a g e


1

Yanayotegemewa



Saa10




Ripoti

Simu ya mdomo

Simu ya kuandika

Risala

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano

o Kutega sikio

o Kusoma kimya

o Kusoma kwa makund

o Kuandika mchoro

- Vitabu vya

utungaji

- Vitabu vya

sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Vigezo vya kitengo



Yaliyomo

216 | P a g e


Kanda ya Filamu

Andishi



Ndiyo Bado




Maoni



lugha

Lugha ya ishara

Lugha ya heshma

Istilahi za lugha

Lugha fasaha

o Kusoma




unaostahili

- Vitabu vya

utungaji

- Vitabu vya

sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki


Yaliyomo

217 | P a g e



Kanda Ya Filamu

Andishi



Ndiyo Bado




Maoni

Vigezovyakitengo


218 | P a g e



mbali mbali za

Barua

Ripoti

Simu ya mdomo

Simu ya kuandika

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano




- Vitabu vya

utungaji

- Vitabu vya sarufi

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki




Andishi

Simulizi

Kanda ya Filamu


Vigezovyakitengo



Yaliyomo

219 | P a g e


Ndiyo Bado


Tungo sahihi

Mantiki

Maoni

220 | P a g e


2

Yanayotegemewa


Saa10



Barua

Ripoti

Simu ya mdomo

Simu ya kuandika

Uwasilishaji

Wasifu-kazi (CV)

Ajenda

Kumbukumbu za

mkutano


o Kusoma kimya


- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Vigezo vya kitengo



Yaliyomo

221 | P a g e


Andishi

Simulizi



Ndiyo Bado



Lengo la kila aina

Maoni


Kifungu cha hati

Mtungaji Wakati wa

kutunga Sababu za

utungaji Ujumbe

muhimu


o Kugundua mtungaji




- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Yaliyomo

222 | P a g e



Andishi

Simulizi

Ufahamu



Ndiyo Bado


Walengwa

Wakati wa kutunga

Lengo la utungaji

Maoni


Njia ya masimulizi


Baruwa pepe

Simu ya mdomo

Simu ya kuandika





- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi


Yaliyomo

Vigezo vya kitengo


223 | P a g e

- Ubao

- Chaki




Andishi

Simulizi


Vigezo vya kitengo


224 | P a g e


Ndiyo Bado





Maoni

225 | P a g e


3

Yanayotegemewa


Saa10



Wapokeaji

Mila na desturi za

wapokeaji

Mandhari

Lugha inayohitajiwa





- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Vigezo vya kitengo



Yaliyomo

226 | P a g e


Andishi

Simulizi



Ndiyo Bado


Walengwa


Mandhari

Maoni


Sanii za utungaji





zilizotajwa

- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao

- Kamusi

- Ubao

- Chaki



Yaliyomo

227 | P a g e



Andishi

Simulizi

Kanda ya filamu



Ndiyo Bado




Maoni


Ana kwa ana

Simu

Mtandao

Posta





- Vitabu vya

utungaji

- Kanda (CD)

- Mtandao


Yaliyomo

Vigezo vya kitengo


228 | P a g e

- Kamusi

- Ubao

- Chaki




Andishi

Simulizi


Vigezo vya kitengo


229 | P a g e

Marejeo


Dar es Salaam




Press







Ndiyo Bado


Sifa za kila njia



Maoni

230 | P a g e




Credits 3 30

Sector All

Sub-sector All


Purpose statement





231 | P a g e











business operations


requirements


requirements




environment







and suppliers



resources


marketing campaigns


business


activities




232 | P a g e


1

Learning Outcomes


business plan

5 Hours




Business location


Office equipment

Office furniture





needs




233 | P a g e


resources





Written evidence

Product evidence


Checklist Score

Yes No










234 | P a g e







Observation










template


Content

235 | P a g e

recruitment
















236 | P a g e


Oral evidence

Product evidence


Checklist Score

Yes No

















237 | P a g e





Observation













238 | P a g e








Written evidence


Checklist Score

Yes No








plan

239 | P a g e
















Observation

240 | P a g e


2

Learning Outcomes


7 Hours













Content

241 | P a g e

Policies








Written evidence

Oral evidence



Checklist Score

Yes No







242 | P a g e














Observation

243 | P a g e





of task










Written evidence

Oral evidence





244 | P a g e

Checklist Score

Yes No








Observation











245 | P a g e

















246 | P a g e


Written evidence

Oral evidence


Checklist Score

Yes No
















247 | P a g e








Observation







248 | P a g e

and suppliers











Oral evidence

Written evidence




249 | P a g e

Checklist Score

Yes No












Observation

250 | P a g e


3

Learning Outcomes


10 Hours













251 | P a g e


Written evidence

Oral evidence



Checklist Score

Yes No



Long-term goals

Medium goals

Short-term goals


Long-term goals

Medium goals

Short-term goals

Observation

252 | P a g e



















Written evidence

Oral evidence





253 | P a g e

Checklist Score

Yes No















Employees

Business owners


Observation

254 | P a g e













Marketing campaign




contingency plan



255 | P a g e


campaign















256 | P a g e


Written evidence

Oral evidence



Checklist Score

Yes No











Observation

257 | P a g e


4

Learning Outcomes



8 Hours














258 | P a g e




Written evidence


Checklist Score

Yes No





Observation

259 | P a g e


and needs















in advance









inquiries and needs


260 | P a g e


Written evidence

Oral evidence


Checklist Score

Yes No









Observation

261 | P a g e














Oral evidence

Product evidence





262 | P a g e

Checklist Score

Yes No






Observation

263 | P a g e

Reference books







4 Read more


264 | P a g e




Credits 7 70

Sector All

Sub-sector All


Purpose statement










265 | P a g e


Not applicable


















266 | P a g e




















267 | P a g e










268 | P a g e


1

Learning Outcomes


5 Hours




Units conversion

Pythagorean theorem












269 | P a g e



Multiple questions

Checklist Score

Yes No















Observation


Definition of


Sine

Cosine

Tangent

Cosecant

Secant

cotangent

Calculation of




isosceles triangle






Content

270 | P a g e


special angles

030

045

060





Written

Open questions

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No













271 | P a g e



Observation




angles

Complementary

angles




Sine

Cosine

Tangent


angle

Sine

Cosine

Tangent



o Internet research







272 | P a g e




Written evidence

Open questions

Multiple questions

Short question

Checklist Score

Yes No





















Observation

273 | P a g e



sin 1x k k

cos 1x k k

tan x b

sin nx k

cosnx k











Written evidence

Open questions

Multiple questions

Short questions

Checklist Score

Yes No



found


found




274 | P a g e





Observation



Sine law Cosine law









Written evidence

Open questions

Short questions





275 | P a g e

Checklist Score

Yes No







Observation

276 | P a g e


2

Learning Outcomes


5 Hours






Argand diagram











Content

277 | P a g e



Checklist Score

Yes No










Observation


Calculations in


number









theory


278 | P a g e



Written evidence


Checklist Score

Yes No










Observation












279 | P a g e




Written evidence



Checklist Score

Yes No












Observation



280 | P a g e


3

Learning Outcomes





10 Hours



condition Domain of


Range of a function



Range of a function






Content

281 | P a g e






Checklist Score

Yes No







Observation


Even function

Odd function


numerical function

o Pairing work






existence condition

282 | P a g e






Checklist Score

Yes No




Observation


Finite limits

Infinite limits

Limit at infinity

Indeterminate case

0

0



o Pairing work








283 | P a g e

0





Written evidence


Checklist Score

Yes No







0

0

0

Observation



284 | P a g e


Definitions

Boundaries of

domain of

definition

Horizontal

asymptote

Vertical asymptote

Oblique

asymptote

Calculations

Horizontal

asymptote

Vertical asymptote

Oblique

asymptote




types of asymptotes







Written evidence

Open questions

Short questions





285 | P a g e

Checklist Score

Yes No










Observation

286 | P a g e


4

Learning Outcomes


15 Hours
















Content

287 | P a g e


Written evidence


Checklist Score

Yes No









Observation










Written evidence






288 | P a g e

Checklist Score

Yes No




Observation













Written evidence




derivatives


289 | P a g e

Checklist Score

Yes No









Observation






irrational function










the given function


290 | P a g e


Written evidence


Checklist Score

Yes No








Observation

291 | P a g e



Boundaries










Written evidence

Short questions

Open questions


5

Learning Outcomes


functions





10 Hours





292 | P a g e

Checklist Score

Yes No






Observation



Finite limits

Limits at infinity










Written evidence

Short questions

Open questions





293 | P a g e

Checklist Score

Yes No








Observation


Domain of validity


Set of solutions









Written evidence

Short questions

Open questions

Solving equations



validity


294 | P a g e

Checklist Score

Yes No








Observation


Differentiation


Concavity









Written evidence

Short questions

Open question





295 | P a g e

Checklist Score

Yes No










Observation



Curve sketching








Written evidence

Short questions

Open questions

Curve sketched




296 | P a g e

Checklist Score

Yes No







Observation

297 | P a g e



Boundaries










Written evidence

Short questions

Open questions


6

Learning Outcomes






5 Hours



existence condition


298 | P a g e

Checklist Score

Yes No






Observation


Finite limits

Limits at infinity




of asymptotes






Written evidence

Short questions

Open questions



exponentials


299 | P a g e

Checklist Score

Yes No








Observation



Domain of validity


Set of solutions



Hand-out notes

Reference books

Internet





Written evidence

Short questions

Open questions

Solving equations



domain of validity


300 | P a g e

Checklist Score

Yes No








Observation


Differentiation


Concavity



Hand-out notes

Reference books

Internet





Written evidence

Short questions

Open questions




301 | P a g e

Checklist Score

Yes No


First derivative



Second derivative

Concavity

Inflection points

Observation



Curve sketching



Hand-out notes

Reference books

Internet





Written evidence

Open questions

Sketching curve



variation


302 | P a g e

Checklist Score

Yes No






Plotting the curve

Observation

303 | P a g e


7

Learning Outcomes


15 Hours


Definition











304 | P a g e


Written evidence


Checklist Score

Yes No










Observation


Definition




parts








305 | P a g e



Written evidence


Checklist Score

Yes No







Observation


Calculation of area











306 | P a g e


Written evidence


Checklist Score

Yes No





Observation

307 | P a g e


Variance

Standard deviation











8

Learning Outcomes


5 Hours




308 | P a g e

Checklist Score

Yes No








Observation


Correlation

Covariance










calculations


309 | P a g e


Written evidence


Checklist Score

Yes No







Observation











Written evidence





310 | P a g e

Reference books












Checklist Score

Yes No







Observation

311 | P a g e




Credits 7 70

Sector All

Sub-sector All


Purpose statement







312 | P a g e


NA











atomic number (Z)



configuration




nature of solution


to the procedure


reactions











313 | P a g e


1

Learning Outcomes



10 Hours





periodic table



o Observation

o Group discussion

o Presentation

o Brainstorming

- Pictures

- Periodic table

- Video

- Projector



314 | P a g e





Written evidence

Oral evidence

Open questions

Multiple questions

Matching questions

Short questions


Sentence completion

Checklist Score

Yes No












315 | P a g e






Observation

316 | P a g e








partially filled




o Group discussion

o Presentation

o Brainstorming

- Periodic table

- Pictures

- Projector

- Computer - Video







metal


Content

317 | P a g e


Written

Oral


Checklist Score

Yes No








Observation

318 | P a g e



metals







state


o Group discussion

o Presentation

o Brainstorming

- Pictures

- Video

- Projector






Written evidence

Oral evidence

Open questions

Multiple questions

Short questions

Matching questions


Sentence completion




319 | P a g e

Checklist Score

Yes No









Observation

320 | P a g e


2

Learning Outcomes




30 Hours




Solid Liquid Gas





o Group discussion

o Presentation

o Observation

o Brainstorming

- Pictures

- Video

- Projector



Content

321 | P a g e





Written evidence

Oral evidence


Matching questions

Multiple questions


Sentence completion

Checklist Score

Yes No












322 | P a g e




Observation





Temperature

Pressure

Polarity


Solubility product


product



o Group discussion

o Presentation

o Observation

o Brainstorming

- Pictures

- Video

- Projector






323 | P a g e




Written evidence

Oral evidence

Open questions

Short questions

Multiple questions

Matching questions


Sentence completion

Checklist Score

Yes No












Observation

324 | P a g e


Describe titration

Define titration

Types of titrations

Acid-base

titration

Redox titration

Common indicators

Methyl violet

Bromophenol

blue

Methyl orange

Methyl red

Litmus

Bromothymol

blue

Phenolphthalein

Alizarin yellow


Wastewater analysis

Food and beverage

Pharmacology


Medicine

o Group discussion

o Brainstorming


o Presentation

o Practical

- Pictures

- Video

- Projector





325 | P a g e

petrochemicals



Procedure


Reagents


Conduct titration






Written evidence

Oral evidence


Open questions

Short questions

Multiple questions

Matching questions


Sentence completion




326 | P a g e

Checklist Score

Yes No
















Observation

327 | P a g e


3

Learning Outcomes





20 Hours








Cathode Anode


Daniell Dry Mercury


Fuel cell

o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



328 | P a g e

Half-cells





Written evidence

Oral evidence

Open questions

Short questions

Multiple questions

Matching questions


Sentence completion

Checklist Score

Yes No











329 | P a g e



Fuel cell is stated

Half-cell is stated

Observation








o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector






330 | P a g e




Written evidence

Oral evidence

Matching questions

Open questions

Multiple questions

Short questions


Sentence completion

Checklist Score

Yes No









Observation

331 | P a g e










the cell

o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector








332 | P a g e


Written evidence

Oral evidence

Open questions

Multiple questions

Matching questions

Short questions


Sentence completion

Checklist Score

Yes No










Observation

333 | P a g e


4

Learning Outcomes


10 Hours











o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



334 | P a g e






Written evidence

Oral evidence




335 | P a g e

Checklist Score

Yes No










Observation


Describe polymers





o Group discussion


o Presentation

o Brainstorming

- Pictures

- Video

- Projector



336 | P a g e



(Amino-acids)










Written evidence

Oral evidence




337 | P a g e

Checklist Score

Yes No








Observation






o Group discussion

o Brainstorming


o Presentation

- Pictures

- Video

- Projector



338 | P a g e





Oral evidence

Written evidence

Oral evidence


Checklist Score

Yes No




Observation



339 | P a g e





block-elements



















340 | P a g e




Credits 10 100

Sector Hospitality



Purpose statement



machines

341 | P a g e





Computer skills













to the problems









342 | P a g e


1

Learning Outcomes




40 Hours




placed













machine - Scrubbing

machine - Hot water

extractor machine

- Hoover machine


343 | P a g e






Written evidence


Checklist Score

Yes No


Loosen parts

Mechanical wear


Signal of machine


Washing machine


calender machine



Steam foam machine


Scrubbing machine



344 | P a g e

Polishing machine



Observation



















Content

345 | P a g e





stopped working





Written evidence


Checklist Score

Yes No


Drainage problem






Dryer wont turn on

Noisy Dryer

Wrinkled clothes



346 | P a g e


No heat











Observation














347 | P a g e









Cleaning machine





Remove and replace

Observation




348 | P a g e


before maintenance

2

Learning Outcomes


30 Hours







- Video

- Internet

- Reference books

- Screw driver

- Plier

- Spanners





Content

349 | P a g e




Written evidence

Oral evidence


Product evidence




Screw driver

Plier

Spanners pump

Greasing


Oil

wire brush

Grease

Observation









- Video

- Internet

- Reference books

- Screw driver

- Spanner

- Plier



350 | P a g e










Checklist Score

Yes No


Solenoid valve

Lubricator

Door gasket

Motor

Hightemp lead

Lint screen

Lock WKey

Output harmess

Keypad overlay

Filter

Door seal kit

Bobbin chamber



user guide

351 | P a g e

Board

Roller drum

Bruches

Water tank

Belt


Observation








- Video

- Internet





guide


352 | P a g e






Checklist Score

Yes No





Observation

353 | P a g e


3

Learning Outcomes




30 Hours






- Vacuum cleaner


- Manual books

- Brush

- Oil





354 | P a g e






Checklist Score

Yes No




Observation











355 | P a g e







Written evidence

Oral evidence


Open questions

Oral questions

Multiple choice

Matching questions

Problem solving


Checklist Score

Yes No




Observation



356 | P a g e


machine









machine - Calender


machine - Scrubbing

machine - Hot water

extractor machine


clothes







357 | P a g e


Written evidence

Open questions

Oral questions

Multiple choice

Matching questions

Problem solving


Checklist Score

Yes No





Observation

358 | P a g e









clothes

359 | P a g e



Checklist Score

Yes No













Observation

Checklist Score

Yes No







Lubrification

Oiltement

Adjustment

Observation

360 | P a g e


References
















Checklist Score

Yes No


2 laundry machines

3 cleaning machines


5 hours




Observation

361 | P a g e




Credits 12 120

Sector Hospitality



Purpose statement




services

362 | P a g e


NA









as per standards


room status


standards




services


room status





363 | P a g e


1

Learning Outcomes

1 Strip bed



30 Hours





protector


a bed


bed


a bed

- Bed

- Bed linen

- Pictures

- Internet

- Video

- Projector

- Computer





364 | P a g e




Written evidence


Open questions

Multiple questions




Pull the bed



Remove pillowcases

Remove sheets


Observation





and oil



of stains


linen



- Soiled bed linen

- Damaged bed linen

- Pictures

- Video

- Projector

- Computer


Content

365 | P a g e





Written

Performance

Matching questions

Multiple questions

Short questions


Checklist Score

Yes No


Urine and faeces

Blood


Shoe polish

Food



Torn linen

Fade linen

Stretch linen

Observation



366 | P a g e














- Pictures

- Video

- Projector

- Computer







367 | P a g e


Written evidence

Oral evidence

Open questions

Multiple questions

Short questions

Checklist Score

Yes No


Valuable

Non valuable

Perishable


Inside pillow cases

Under mattresses

Inside drawers

In bathroom


Record the item











Observation

368 | P a g e


2

Learning Outcomes


20 Hours







sheet right side up


Putbed coverings


cases Put on

throwbed valent




making


- Pictures

- Video

- Projector

- Computer


Content

369 | P a g e






Written evidence

Oral evidence

Open questions

Short questions

Oral questions

Checklist Score

Yes No







Final touches


Observation



370 | P a g e








on sides

Put thebed cover




- Bed

- Mattress

- Blanket

- Pillow

- Pillow cases

- Bed sheets

- Pictures

- Video

- Projector

- Computer





Written evidence


Open questions

Short questions


Checklist Score

Yes No






Mitered all corners




371 | P a g e


Put thebed cover


Observation







Put the decorative

cautions




- Bed

- Mattress

- Duvet

- Pillow

- Pillow cases

- Bed sheets

- Pictures

- Video

- Projector

- Computer





Written evidence


Open questions

Short questions





372 | P a g e






Miter all corners


Put thebed runner


Observation

373 | P a g e


3

Learning Outcomes


20 Hours


Steps to follow


Enter the room






Report room status




down service

- Newspapers

- Chocolates

- Messages

- Flowers

- Shampoo

- Conditioner

- Hand lotion

- Sanitary items

- Bed sheets

- Bath towels and

pillows

- Toilet paper

- Tissues

- Videos

- Internet

- Books

- Door stopper

- Trolley



374 | P a g e




Written evidence


Open questions

Short questions


Checklist Score

Yes No


Linen preparation



Drawing of curtains


Placing items


Basic cleaning

Report room status

Observation



375 | P a g e


Departments

Front office

FampB

Security

Maintenance

IT

Clinic

Issues

Concierge services


dietary need



internet connection



other departments




departments



other departments

- Internet

- Video

- Text books




Content




376 | P a g e


Written evidence

Oral evidence

Matching questions

Open questions

Oral question

Multiple choice


Types of items

Special pillows

Extra bedding

Extra crockery and

cutlery

Extra towels

Extra furniture

Telephone chargers

Internet cables



lent to the guest



lent

- Internet

- Video

- Text books

- Adaptor

- Pillows

Checklist Score

Yes No


Front office

Security

FampB

Clinic

Maintenance

IT


Concierge services

Dietary need



Concierge services


Observation


377 | P a g e









Written evidence

Oral evidence

Open questions


Oral question

Checklist Score

Yes No


Special pillows

Extra bedding


Extra towels

Extra furniture

Telephone chargers


Record item




Record item



Observation



378 | P a g e





o Bed

o Mattress

o Mattress

protector

o Duvet

o Duvet cover

o Blanket

o Decorative

cautions

o Bed throw

o Newspapers

o Chocolates

o Flowers

o Shampoo

o Conditioner

o Hand lotion

o Sanitary items

o Bed sheets

o Pillows and

their cases

o Toilet paper

o Tissues

o Door stopper

379 | P a g e
















380 | P a g e




Credits 6 60

Sector Hospitality



Purpose statement






381 | P a g e


Level 3 and Level 4














service





382 | P a g e



383 | P a g e


1

Learning Outcomes






20 Hours














form - Audio-visual




384 | P a g e















385 | P a g e

Checklist Score

Yes No



Customer feedback

Suggestion box

Comment form



Quick service


Quality product

Hygiene

Affordable price

Safety and security





Amaze Your Customer

Observation

386 | P a g e








customers and staff





staff













387 | P a g e


Written evidence


Checklist Score

Yes No


Meeting with staff



Suggestion boxes

Comment forms

Social media

Observation




Internal factors

management changes



recruitment



quality service


service provision







388 | P a g e

practices

External factors










- White board

389 | P a g e





Written


Checklist Score

Yes No



New equipment


Technology change


Inflation




Legal changes

Political changes

Social changes

Observation




390 | P a g e









process





process










Written evidence






391 | P a g e

Checklist Score

Yes No

Short meeting

Questionnaire

Suggestion box


Observation














the service



planning


service planning






392 | P a g e








standards







Written




issues

393 | P a g e

Checklist Score

Yes No


Market condition


Service level

Resources required

Financial plan

Staff requirement

Service tools

Implementation plan

Observation

394 | P a g e


2

Learning Outcomes





20 Hours


clearly to staff





expressions


Encoding Medium of

transmission




service issues


communication





Content

395 | P a g e

Decoding Feedback












Written evidence




clearly to staff

396 | P a g e

Checklist Score

Yes No


Oral

Written


Encoding


Decoding

Feedback

Observation


delivery










Internet - Internet




stand - White board



397 | P a g e




Written evidence


Checklist Score

Yes No





Conduct briefing


Observation



Coaching staff

Definition

Coaching process



service coaching


process



Internet - Internet


equipment




delivery

398 | P a g e



Causes Categories

Handling techniques


service coaching


coaching

o



stand - White board





Written evidence


Checklist Score

Yes No


Definition



Coaching methods

Communicate staff

Conducting coaching

Make follow up


Causes

Categories





399 | P a g e

Listen

Apologize

Solve

Thank

Observation










monitoring


monitoring process


process


process


Internet - Internet




stand - White board





Written evidence






400 | P a g e

Checklist Score

Yes No


Reliability

Competence

Responsiveness

Courtesy

Credibility






Observation

401 | P a g e


3

Learning Outcomes



20 Hours









improvement




customer feed back



form - Audio-visual




402 | P a g e





Written evidence


Checklist Score

Yes No


Poor hygiene



Delayed service

Negative attitude



Staff training


Observation




403 | P a g e


















stand - White board





Written evidence






404 | P a g e

Checklist Score

Yes No







Observation








405 | P a g e


Checklist Score

Yes No


Suggestion boxes

Guest comment forms

Social media



Comment form

Suggestion box

Talking with guest


Technology change


Inflation

Social change


Response time

Staff attitudes



Staff grooming




Positive Behavior

Product knowledge


406 | P a g e

Warm welcoming


Monitor the service




Record is made

Observation


Checklist Score

Yes No




Observation is made


Supervision



Comment form

Observation


Respect

Courtesy

Punctuality

Observation

407 | P a g e


Checklist Score

Yes No


40 minutes

Service speed


Staff grooming



Lunch meal

Observation

408 | P a g e

Reference books

















409 | P a g e




Credits 5 50

Sector Hospitality



Purpose statement




equipment

410 | P a g e


NA







standards


standards


standards


per the room type


per the standards


the standards


equipment


usage


to the surface


their usage

411 | P a g e


1

Learning Outcomes


20 Hours




Junior suite

Executive suite

Enter leading room

family room

Presidential suite

Cabana room

Paraplegic room

Studio room

(Murphy room)

Apartment




types



412 | P a g e





Written evidence

Oral evidence

Open questions


Written questions

Checklist Score

Yes No


Standard room

Twin room

Deluxe room

Junior suite

Executive suite


Presidential suite

Cabana room

Paraplegic room

Studio room

(Murphy room)

Apartment

Observation



413 | P a g e


Fixtures

Art works

Lightings

Sink

Bathtub

Toilets

Furniture

Beds

o Bed sizes

Chairs

Sofa

Tables

Drawers

Built in

Luggage rack

Wardrobe

Fittings

Television

Curtains

Carpet

Wall coverings

Mirrors

Lamp shades

Headboards


interiors


interiors


- Bedrooms

- Room interiors

- Pictures

- Video

- Projector

- Computer

- PowerPoint Flip

chart

- Papers Mark pens

- Pens







Content

414 | P a g e


Written evidence

Oral evidence

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No


Art works

Lightings

Sink


Beds

Bed sizes

Chairs

Sofa

Tables


Television

Curtains

Carpet

Wall coverings

Mirrors

Observation


Room status

Vacant dirty

Vacant clean

Occupied dirty

Occupied clean

Out of order

Terminologies

Checked out




status





- Rooms

- Pictures

- Videos

- Internet

- Projector

- Computer

- Power point

- Flip chart


415 | P a g e

Do Not

Disturb(DND)

Double lock

Skipper

Stay over

sleep out

complimentary

on change

sleeper

lockout

DNCO (Did not

check out)

Due out etc

- Papers

- Mark pens





Written evidence

Oral evidence

Matching questions

Multiple questions

Short questions

Checklist Score

Yes No


Vacant dirty

Vacant clean

Occupied dirty

Occupied clean

Out of order


Checked out

Do Not Disturb(DND)



416 | P a g e

Double lock

Skipper

Stay over

Sleep out

Complimentary

On change

Sleeper

Lockout

Observation

417 | P a g e


2

Learning Outcomes


20 Hours



Soap

Shower cup

Shampoo

Conditioner

Dental kit

Vanity kit

Shaving kit

Sewing kits

Bath salt

Comb

Shoe shine

Shoe mitt







Content

418 | P a g e

Shoe buff

Shoe horn

Bath sponge

Sanitary bag

Tissue box

Toilet papers





Written evidence

Open questions

Short questions

Multiple choice

Checklist Score

Yes No


Body lotion

Soap

Shower cup

Shampoo

Dental kit

Vanity kit

Shaving kit

Sewing kits

Bath salt

Comb

Shoe shine

Shoe mitt



419 | P a g e

Shoe buff

Conditioner

Shoe horn

Bath sponge

Sanitary bag

Tissue box

Toilet papers

Body lotion

Soap

Observation



Laundry list

Hotel directories

Mini bar menu

Breakfast knob card

DND sign

Bible or Coran

Pen and note pad

Room service menu

Newspapers

Letter heads

Envelopes

Tend cards

Hotel lien

o Brainstorming on





stationaries

o Presentation on


o Room stationaries

o Videos

o Internet

o Pictures





420 | P a g e




Written evidence

Oral evidence

Open questions

Short questions

Multiple choice


Checklist Score

Yes No


Laundry list

Hotel directories

Mini bar menu

Breakfast knob card

DND sign

Bible or Coran

Pen and note pad

Room service menu

Newspapers

Letter heads

Envelopes

Tend cards

Hotel lien

Laundry list


Observation

421 | P a g e



Slippers

Hairdryer

TV with DVD Player


ampTea)

Mini bar

Ashtrays


Telephone

Alarm clock

Ironing board










Written evidence

Oral assessment

Open questions

Short questions

Multiple choice




422 | P a g e

Checklist Score

Yes No


Hangers

Slippers

Hairdryer

TV with DVD Player


Mini bar

Ashtrays


Telephone

Alarm clock

Ironing board

Observation

423 | P a g e


3

Learning Outcomes


45 Hours



Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper


cleaning tools


cleaning tools



- Cleaning tools

- Flip chart

- Projector

- Internet

- Marker pens

- Videos

- Pictures


424 | P a g e





Written evidence


Open questions

Short questions


Checklist Score

Yes No


Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper

Observation



425 | P a g e





Disinfectants




agents and surfaces


and surfaces


agents and surfaces


and surfaces

- Surfaces

- Cleaning agents

- Computer

- Internet

- Videos

- PowerPoint







426 | P a g e


Written evidence

Performance

Open questions

Short questions


Checklist Score

Yes No


Wooden

Ceramics

Golden

Bracelets

Aluminum

Steel

Silver

Diamond

Tiles

Carpeted

Glasses

Paper

Cement

Water and oil paint

Leather

Wooden


Disinfectants

Detergents

Solvents

Polishes

Deodorants

Removers

Abrasives

Absorbents

Antiseptics

Disinfectants

Observation

427 | P a g e



equipment

Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle


machine



equipment


equipment


equipment


equipment

- Cleaning

equipment

- Videos

- Pics

- Internet





Written evidence


Open questions





428 | P a g e

Checklist Score

Yes No


Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle




Observation

429 | P a g e





Guestrooms


Guestroom supplies

Guestroom amenities



Checklist Score

Yes No













Observation

430 | P a g e


Checklist Score

Yes No



Guestroom supplies


Observation


Checklist Score

Yes No


Standard room

Twin

Deluxe room

Junior suite

Executive suite


Presidential suite

Cabana room

Paraplegic room

Studio room


Guestroom amenities







Observation

431 | P a g e

Reference books

References books


Jones


Wiley















432 | P a g e




Credits 9 90

Sector Hospitality



Purpose statement




433 | P a g e


NA











set standards


guestroom











434 | P a g e


1

Learning Outcomes


20 Hours



Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch

Scrapper

Selecting cleaning

equipment

Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine






435 | P a g e

Cradle


machine

Vapor cleaning

machine


Disinfectants







Written evidence


Open questions

Multiple choice




436 | P a g e

Checklist Score

Yes No


Broom

Window squeegee

Surface squeegee

Mops

Bucket

Brushes

Feather duster

Caddy box

Dust pan

Dusters

Scrubbing pads

Scotch


Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle



Mopping unit

Vacuum cleaner

Scrubbing machine

Polishing machine

Cradle



Disinfectants

Detergents

Solvents

Polishes

Deodorants

Removers

Abrasives

Absorbents

Antiseptics

Observation

437 | P a g e



maidrsquos trolley


bottom shelf




third shelf



top




box


Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Gloves

Air freshener




bottom shelf

Pack bed sheets and


shelf


third shelf

Pack the amenities




caddy box packing



and caddy box


caddy box packing

- Chamber maid

trolley

- Caddy box

- Cleaning agents

tools and equipment

- Bed and bathroom

linen

- Pictures

- Videos

- Projector

- Computer

- Flip chart

- Papers

- Marker pens


Content

438 | P a g e

top





Written

Performance

Matching questions

Multiple questions

Short questions


Checklist Score

Yes No









Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Gloves

Air freshener



439 | P a g e







Observation



procedures

Knock the door


Open the door


Parking the trolley

Airing the room


Conditioner

Draw the curtains

Open the windows

Empty the trashes





guestrsquo room


guestsrsquo room

- Guestrooms


- Door stopper

- Room keys








440 | P a g e


Written evidence


Open questions

Multiple questions

Short questions


Checklist Score

Yes No


Knock the door


Open the door


Parking the trolley



Draw the curtains

Open the windows

Empty the trashes


Observation

441 | P a g e


2

Learning Outcomes


50 Hours


Areas to be soaked

Toilet

Sink

Bathtub

Shower

Tiles


Toilet cleaner

Multisurface

cleaner







Content

442 | P a g e




Written evidence

Oral evidence


Open questions

Multiple questions

Task Soak bathroom

Checklist Score

Yes No


Toilet

Sink

Bathtub

Shower

Tiles


Toilet cleaner


Observation



443 | P a g e





motion

Clean shower

Clean toilet


Mop the floor



surfaces


cleaning bathroom

o Cleaning tool

agent and

equipment

o Videos

o Internet

o Pictures





Oral evidence

Written evidence


Open question


Checklist Score

Yes No




Clean shower

Clean toilet





444 | P a g e

Mop the floor



Observation


Steps of cleaning a

bedroom

Dusting

Mopping

Polishing

Vacuuming

Cleaning of bedroom

Sequence

Daily

Weekly

Periodically


bedroom

Clockwise

Anti-clockwise

Up- downwards


Final touches steps

Arrange furniture






˗ Bedroom

˗ Furniture

˗ Fixtures

˗ Fittings

˗ Dusters

˗ Mops

˗ Vacuum cleaner

˗ Videos

˗ Pictures

˗ Cleaning agents


445 | P a g e

Last glance

Spray air freshener

Lock the door

Write room status





Written evidence


Open questions

Short questions


Checklist Score

Yes No


Dusting

Mopping

Polishing

Vacuuming


Clockwise

Anti-clockwise

Up- downwards



Arrange furniture

Last glance

Spray air freshener

Lock the door

Write room status

Observation



446 | P a g e


3

Learning Outcomes



3 Report work done

45 Hours



Dry dusting

Damp dusting

Wet cleaning



equipment



equipment



equipment


equipment

- Cleaning agents

- Videos

- Pictures







447 | P a g e


Written evidence


Open questions

Multiple questions


Checklist Score

Yes No


Dry dusting

Damp dusting

Wet cleaning

Observation





Cool and dry place

Keep them in their

original containers

Aerated place

Ventilated place


agents

Cover spray bottles





equipment




equipment

˗ Store

˗ Pantries

˗ Shelves

˗ Boxes

˗ Cleaning tools

agents and

equipment

˗ Videos

˗ Pictures

˗ Internet


448 | P a g e





Written evidence

Oral evidence

Open questions

Multiple question


Checklist Score

Yes No


Cool and dry place


Aerated place

Ventilated place


Cover spray bottles


Observation



449 | P a g e


Types of report

Room status

Lost and found


Missing items

Double lock

Maintenance

Damages


report



˗ Work sheet

˗ Hand over report

˗ Pen





Written evidence


Open questions

Multiple questions

Task Make report

Checklist Score

Yes No


Room status

Lost and found


Missing items

Double lock

Maintenance

Damages

Observation




450 | P a g e






Bathroom

Store

Pantries

Shelves

Boxes

Bedroom

Furniture

Fixtures

Fitting

Dusters

Mops

Vacuum cleaner


Checklist Score

Yes No


Cleaning Tools

Cleaning agents

Cleaning equipment












451 | P a g e



Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Gloves

Air freshener


Window cleaner

Disinfectants

Toilets cleaner

Toilet brush

Dusting solution


Entering the room





Observation

452 | P a g e


Checklist Score

Yes No


Bathroom cleaned

Bedroom cleaned





Observation


Checklist Score

Yes No


5 guestrooms


4 hours





Observation

453 | P a g e


Checklist Score

Yes No


Gloves

Safety shoes

Goggles

Masks


Bending

Lifting

Carrying

Pushing

Pulling




Observation

454 | P a g e

References books


Jones


Wiley















455 | P a g e




Credits 4 40

Sector Hospitality



Purpose statement




456 | P a g e


Study of the market


Business techniques

Market Management








demand


available




identified


standards









457 | P a g e


1

Learning Outcomes






Definition of

market demand

stock of goods





market demand


of stock



o Problem solving



- Reference books

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Marker pen

- Computer

- Stock management

software




458 | P a g e






Checklist Score

Yes No




Observation


Types of goods

Perishable goods

Nonperishable goods



Fast consumed goods


(eg packages)


products


categorize goods






o Problem solving



- Reference books

- Internet

- Calculator

- Computer

- Black board

- Chalk board





459 | P a g e




Written evidence

Oral evidence


Matching exercise


requirements


requirements


Selection criteria


criteriarsquos


determine market

requirements



o Problem solving



- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Marker pen



Checklist Score

Yes No




Observation


460 | P a g e




Written evidence

Oral evidence


Matching exercise

Checklist Score

Yes No




Observation



requirements

461 | P a g e


2

Learning Outcomes




Stock layout


right size of stock


size of the stock

Demand

Storage capacity

Storage cost



measure stock


process steps



stock


o Problem solving


- Calculator

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers

- Papers

- Pens





462 | P a g e




Written evidence

Oral


o Matching exercise

Checklist Score

Yes No




Observation



standards






packing tape)


available space)





walls)







goods conveniently





o Problem solving

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers

- Papers

- Pens

- Standards marks


463 | P a g e




needed goods)








Written evidence

Oral


Essayamp Case study


Matching exercise

Checklist Score

Yes No





Observation



464 | P a g e




stored


methods used

Delivery mode

Road

Air

Sea

Train





o Problem solving


o Role play

- Video aid

- Internet

- Scotch

- Flip chart

- White board

- Markers





Written evidence

Oral


Matching exercise


Checklist Score

Yes No




Observation





465 | P a g e


3

Learning Outcomes



practices 10 Hours




principles





Equipment technical





storage period)

Cost of capital











o Problem solving


- Calculator

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Markers





466 | P a g e




Written evidence

Oral


Matching exercise

Problem solving






cost






o Problem solving




the stock

- Calculator

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Markers


Checklist Score

Yes No




Observation


467 | P a g e




Written evidence

Oral


Matching exercise

Checklist Score

Yes No




Observation





FIFO

LIFO


cost method


management


evaluation methods


evaluation methods

o Site visit of

warehouse

- Reference books

- Internet

- Scotch

- Flip chart

- White board

- Marker pen






468 | P a g e




Written evidence


Matching exercise

Checklist Score

Yes No




Observation



469 | P a g e









Paper

Notebook

Pens

Calculator

Paper holder

Ruler

470 | P a g e


Checklist Score

Yes No


List of goods

Level of demand


Formula to be used

Minimum stock level

Maximum stock level


Market requirements



Formula used

Marginal cost



Observation


Checklist Score

Yes No


No loss




Observation

471 | P a g e


Checklist Score

Yes No



Timely delivery











Observation

Reference books

1 wwwrfsmartcom




State University

472 | P a g e




Credits 30 300

Sector All

Sub-sector All


Purpose statement





473 | P a g e














474 | P a g e


1

Learning Outcomes


10 Hours














Content

475 | P a g e


Written

Oral


Checklist Score

Yes No





Observation









476 | P a g e




Written evidence

Oral evidence



Checklist Score

Yes No

Observation



477 | P a g e





employee







Written evidence

Oral evidence



Question and answer




478 | P a g e

Checklist Score

Yes No


Observation














479 | P a g e




Written evidence

Product evidence

(Check list)


Checklist Score

Yes No


Observation







file documents


480 | P a g e





Written evidence

Product evidence


Checklist Score

Yes No



Observation



481 | P a g e


2

Learning Outcomes


5 Hours





of own IAP goals











Content

482 | P a g e

Oral evidence


Question and answer

Checklist Score

Yes No


Observation









- Logbooks -



483 | P a g e




Written evidence



Checklist Score

Yes No


Observation


Written tests





o Asking questions





484 | P a g e





Written evidence

Oral evidence


Checklist Score

Yes No


Observation



485 | P a g e


3

Learning Outcomes


285 Hours











486 | P a g e


Written evidence

Product evidence

Checklist Score

Yes No


Observation


IAP reports

IAP Evaluation

IAP interview


- -logbooks







487 | P a g e


Written evidence

Product evidence

Checklist Score

Yes No


Observation



o Presentation






488 | P a g e




Written evidence

Oral evidence


Checklist Score

Yes No


Observation

489 | P a g e

Reference books










improve-innovation







(IAP)-challenges








a | P a g e

GLOSSARY







assessment












an evidence guide











and independence




























traineeship
















competency













instructor








































competency






communication tools





the competency





attitudes




module











performance






laid down





improved































variables


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