International Skill Training Academy

Learning Module

COMMON
COMPETENCY
COOKERY NCII
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LESSON TIMETABLE
LESSON TIMETABLE
Qualification: Cookery NCII
Module: Common Competency
DURATION: 18 Hours Lecture

CONTENT/TOPIC STRATEGY/ REFERENC EVALUATION

DURATION ACTIVITY E/ OUTPUT
TOOLS
Presentation
Common
Competencies
• Develop and
update industry
knowledge
• Observe Self-Paced
workplace hygiene
Laptop
18 hours procedures
Module
• Perform
computer
operations
• Perform
workplace and
safety practices
• Provide effective
customer service
Application
 K.S.A
 Recap of Laptop
Learning Module
insights
 Assessment
International Skill Training Academy

SESSION PLAN
Qualification: Cookery NC II
SUBJECT: Basic Competency
METHODOLOGY: Facilitate E-Learning Lecture-Discussion, Question and
Answer (OBE), Modular

DURATION: 18 Hours

LEARNING OUTCOMES (LOs):

At the end of the lesson, the students will be able to:
 Follow workplace procedures for health safety and security practices
 Deal with emergencies
 Maintain safe personal presentation standards.
 Greet customer
 Identify customer needs
 Delivery service to the customer.
 Handle queries through telephone, fax machine, internet, and email
 Handles complaints, evaluations, and recommendations.
 Follow hygiene procedures
 Identify and prevent hygiene risks
 See information on the industry
 Update industry knowledge

LEARNING AIDS:
 Handouts
 CBLM
 CBC
 Cookery NCII Training Regulatory

I. INTRODUCTION
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II. PRESENTATION (Lesson Proper)

 Discuss the following specific subject areas, giving examples to make points
clear when necessary

COMMON COMPETENCIES

 PERFORM WORKPLACE AND SAFETY PRACTICES

1. Follow workplace procedures for health, safety,

and security practices

1.1 Correct health, safety, and security procedures are

followed in line with legislation, regulations, and
enterprise procedures.
1.2 Breaches of health, safety, and security procedures
are identified and reported in line with enterprise
procedure.
1.3 Suspicious behavior or unusual occurrence are
reported in line with enterprise procedure

2. Deal with emergencies

2.1 Emergency and potential emergencies are recognized,

and appropriate action is taken within the individual’s
scope of responsibility.
2.2 Emergency procedures are followed in line with
enterprise procedures
2.3 Assistance is sought from colleagues to resolve or
respond to emergencies.
2.4 Details of emergencies are reported in line with
enterprise procedures.

3. Maintain safe personal presentation standards

3.1 Safe personal standards are identified and followed in

line with enterprise requirements

 PROVIDE EFFECTIVE CUSTOMER SERVICE

1. Greet the customer

1.1 Guests are greeted in line with enterprise procedure

1.2 Verbal and non-verbal communications are
appropriate to the given situation
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1.3 Nonverbal communication of the customer is

observed responding to the customer.
1.4 Sensitivity to cultural and social differences is
demonstrated

2. Identify customer needs

2.1 Appropriate interpersonal skills are used to ensure

that customer needs are accurately identified
2.2 Customer needs are assessed for urgency so that
priority for service delivery can be identified
2.3 Customers are provided with information
2.4 Personal limitation in addressing customer needs is
identified and where appropriate, assistance is sought
from the supervisor.

3. Deliver service to the customer

3.1 Customer needs are promptly attended to in line with

enterprise procedure
3.2 Appropriate rapport is maintained with customers to
enable high-quality service delivery.
3.3 Opportunity to enhance the quality of service and
products are taken wherever possible

4. Handle queries through telephone, fax machine,

internet, and email

4.1 Use telephone, computer, fax machine, and internet

efficiently to determine customer requirements.
4.2 Queries/ information are recorded in line with
enterprise procedure
4.3 Queries are acted upon promptly and correctly in line
with enterprise procedure

5. Handle complaints, evaluations, and

recommendations

5.1 Guests are greeted with a smile and eye-to-eye

contact
5.2 Responsibility for resolving the complaint is taken
within the limit of responsibility.
5.3 Nature and details of the complaint are established
and agreed upon with the customer
5.4 Appropriate action is taken to resolve the complaint
to the customer’s satisfaction wherever possible
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 OBSERVE WORKPLACE HYGIENE PROCEDURES

1. Follow hygiene procedures

1.1 Workplace hygiene procedures are implemented in

line with enterprise and legal requirements
1.2 Handling and storage of items are undertaken in line
with enterprise and legal requirements

2. Identify and prevent hygiene risks

2.1 Potential hygiene risks are identified in line with

enterprise procedures
2.2 Action to minimize and remove risks are taken within
the scope of individual responsibility of enterprise/legal
requirements.
2.3 Hygiene risks beyond the control of individual staff
members are reported to the appropriate person for
follow-up.

 DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

1. Seek information on the industry

1.1 Sources of information on the industry are correctly

identified and accessed
1.2 Information to assist effective work performance is
obtained in line with job requirements
1.3 Specific information on the sector of work is accessed
and updated.
1.4 Industry information is correctly applied to day-to-
day work activities

2. Update industry knowledge

2.1 Informal and/or formal research is used to update

general knowledge of the industry
2.2 Updated knowledge is shared with customers and
colleagues as appropriate and incorporated into day-to-
day working activities
International Skill Training Academy