Caters for learner diversity – Trainers should be aware that participants have different characteristics and strengths and try to nurture these rather than impose a standard set of expectations. Active Learning The goal of nurturing independent learning in participants does not imply that they always have to work in isolation or solely in a classroom. On the contrary, the construction of knowledge in tourism and hospitality studies can often best be carried out in collaboration with others in the field. Sharing experiences, insights and views on issues of common concern, and working together to collect information through conducting investigative studies in the field (active learning) can contribute a lot to their eventual success. Active learning has an important part to play in fostering a sense of community in the class. First, to operate successfully, a learning community requires an ethos of acceptance and a sense of trust among participants, and between them and their trainers. Trainers can help to foster acceptance and trust through encouragement and personal example, and by allowing participants to take risks as they explore and articulate their views, however immature these may appear to be. Participants also come to realise that their classmates (and their trainers) are partners in learning and solving. Trainers can also encourage cooperative learning by designing appropriate learning tasks, which include, for example, collecting background information, conducting surveys, or producing media presentations on certain issues and themes. Participants need to be reminded that, while they should work towards successful completion of the field tasks, developing positive peer relationships in the process is an important objective of all group work. Competency Based Training (CBT) Principle of Competency Based Training Competency based training is aimed at developing the knowledge, skills and attitudes of participants, through a variety of training tools. Training Strategies The aims of this curriculum are to enable participants to: Undertake a variety of subject courses that are relevant to industry in the current environment Learn current industry skills, information and trends relevant to industry Learn through a range of practical and theoretical approaches Be able to identify, explore and issues in a productive manner Be able to become confident, equipped and flexible managers of the future Be ‘job ready’ and a valuable employee in the industry upon graduation of any qualification level. To ensure participants are able to gain the knowledge and skills required to meet competency in each unit of competency in the qualification, a range of training delivery modes are used. Types of Training
Competency standard UNIT TITLE: RECEIVE AND RESOLVE CUSTOMER COMPLAINTS NOMINAL HOURS: 25 UNIT NUMBER: D1.HRS.CL1.15 UNIT DESCRIPTOR: This unit deals with the skills and knowledge required to receive and resolve customer complaints in a range of settings within the in the hotel industry workplace context ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT Element 1: Identify and analyse the complaint Receive and accurately record a verbal complaint active listening and empathy techniques Identify through appropriate communication techniques the exact nature of the customer complaint Maintain register or complaint file/s in accordance with the requirements of the enterprise information system Element 2: Respond to complaints Process complaints in accordance with organisational standards, policies and procedures Obtain and review documentation in relation to complaints Update register of complaints/disputes Unit Variables The Unit Variables provide advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment This unit applies to complaints received by the food production and food and beverage outlets within the labour divisions of the hotel and travel industries and may include: Food Production Food and Beverage Service Complaint may be related to: Any expression of dissatisfaction with food and beverage products or food service by a customer and will include: Written complaints, e.g. Letter, email, complaint and/or feedback form Verbal, face-to-face, complaints Verbal complaints over the telephone. Appropriate communication techniques may be related to: The use of active listening
Slide Slide No Trainer Notes Activity – Discussion Discuss these benefits. Slide No Trainer Notes Activity – Discussion What forms or records are used when recording complaint information? Who keeps this information? Slide No Trainer Notes Activity – Discussion Does a written record need to be completed for each and every complaint? Why/why not? Slide Slide No Trainer Notes Introduce Class Activity – General Discussion Ask general questions:
Activity – Discussion Why is it important to consider these constraints? What constraints Slide Slide No Trainer Notes Activity – Discussion Discuss questions in the slide. Slide Slide No Trainer Notes Activity – Discussion Discuss points. Slide Slide No Trainer Notes Activity – Discussion How can you demonstrate a commitment to resolve the complaint? What action you take? Slide
Slide No Trainer Notes Activity – Discussion If activities are delegated to another person for follow up what should the manager do? Slide Slide No Trainer Notes Activity – Discussion Discuss the importance of these points. Slide No Trainer Notes Activity – Discussion Discuss the importance of these points. Slide Slide No Trainer Notes Activity – Discussion Do all complaints need thorough investigation? What ways can you investigate complaints?
What is your role once a complaint has been referred to someone else? Slide No Trainer Trainer identifies the Performance Criteria for this Element, as listed on the slide. Slide No Trainer Notes Activity – Discussion Discuss question in the slide. Slide Slide No Trainer Notes Activity – Discussion about common complaints for referral Of a serious nature – such as death, assault, theft etc. Where specialist skills, knowledge and equipment is needed to determine evidence such as financial statements and records from banks or security surveillance equipment Where criminal activity has taken place scope of authority is exceeded. Slide
Slide No Trainer Activity – Discussion Who are complaints normally referred to and why? Slide No Trainer Notes Activity – Discussion Who else could you refer the matter to within the company? Slide Slide No Trainer Notes Activity – Discussion If an intoxicated customer gets out of control, who can you contact? Slide No Trainer Notes Activity – Discussion Supervisor/Management – they will make or authorise courses of action to take Security – they will have the expertise to deal with the matter DJ – they have the capacity to communicate not only with different authorities but can also communicate directly to the patrons within the