MODULES OF INSTRUCTION

COMMON COMPETENCIES

BREAD AND PASTRY PRODUCTION NC II

 Unit of Competency : PERFORM WORKPLACE AND SAFETY
PRACTICES

Module Title :
PERFORMING WORKPLACE AND SAFETY
PRACTICES

Module Descriptor : This unit of competency deals with the knowledge,

skills and attitudes in following health, safety and
security practices. It includes dealing with
emergency situations and maintaining safe personal
presentation standards.

Nominal Duration : 2 hours

Summary of Learning Outcomes:

LO1. Follow workplace procedures for health, safety and security practices
LO2. Deal with emergency situations
LO3. Maintain safe personal presentation standards

Details of Learning Outcomes:

LO1. Follow workplace procedures for health, safety and security practices
Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Correct health, • Health, The Blended Written/Oral
safety and safety and trainees/stude Learning examination
security security nts must be
procedures procedures provided with Distance/ Interview
are followed in the following: Modular
line with • Breaches Practical
legislation, procedures  Manuals demonstration
regulations and  Handbook Face to Face
enterprise safety and
procedures security Demonstration
 Report
Breaches of (sample) Small group
health, safety discussion
and security
procedures are
identified and
 reported in line
with
enterprise
procedure

Suspicious
behavior or
unusual
occurrence are
reported in line
with enterprise
procedure

LO2. Deal with emergency situations

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Emergency and Emergency The Blended Written/Oral
potential procedure trainees/stude Learning examination
emergency Personal nts must be
situations injuries provided with Distance/ Practical
are recognized Fire the following: Modular demonstration
and appropriate Electrocution
action are taken Natural Emergency Observation
within calamity procedure Face to Face
individual’s Criminal acts manuals
scope of Handbook Demonstration
responsibility Safe safety and
personal security Small group
Emergency presentation Report discussion
procedures are standard Emergency
followed in line drills –
with instruction/guid
enterprise elines
procedures

Assistance is
sought from
colleagues to
resolve or
respond to
emergency
situations

Details of
emergency
situations are
reported in
line with
enterprise
 procedures

LO3. Maintain safe personal presentation standards

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Safe personal Use of PPE The Blended Written/Oral
standards are trainees/stude Learning examination
identified and Safe and nts must be
followed in line proper provided with Distance/ Hands-on
with enterprise posture. the following: Modular
requirements Direct
Hands-out Face to Face observation
Film / video
clips Group discussion Practical
demonstration
Film showing
Role-playing/
simulation

Dramatization /
fire drill

Unit of Competency : PROVIDE EFFECTIVE CUSTOMER SERVICE

 Module Title :
PROVIDING EFFECTIVE CUSTOMER SERVICE

Module Descriptor : This unit of competency deals with the knowledge,

skills and attitudes in providing effective customer
service. It includes greeting customer, identifying
customer needs, delivering service to customer,
handling queries through telephone, fax machine,
internet and email and handling complaints,
evaluation and recommendation.

Nominal Duration : 4 hours

Summary of Learning Outcomes:

LO1. Greet customer

LO2. Identify customer needs
LO3. Deliver service to customer
LO4. Handle queries through telephone, fax machine, internet and email
LO5. Handle complaints, evaluation and recommendations
Details of Learning Outcomes:

LO1. Greet customer

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Guests are Non-verbal The Blended Written/Oral
greeted in line Communi- trainees/stude Learning examination
with enterprise Cation nts must be
procedure provided with Distance/ Interview
Cultural and the following: Modular
Verbal and non- social Practical
verbal Differences Tools demonstration
communications Recorder Face to Face
are appropriate Personality Microphone
to the given development Full-body Electronic
situation and public mirror Learning
relations Company
Non verbal dress Industry
communication Basic oral Immersion
of customer is communicati Equipment Demonstration
observed on/ writing Video camera
responding to memos and recorder Film-viewing
customer letters Television
VHS/DVD
 Sensitivity to Preparing job Player
cultural and documentatio
social n Materials
differences is -Following V8 tape
demonstrated instructions CD
-Filling-out Make=up kit
forms References:
Books,
brochures,
manuals

LO2. Identify customer needs

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Appropriate Interpersonal The Blended Written/Oral
interpersonal skills trainees/stude Learning examination
skills are used nts must be
to ensure Customer provided with Distance/ Interview
that customer needs the following: Modular
needs are Practical
accurately Food and Tools demonstration
identified culture Recorder Face to Face
Exploration Microphone
Customer needs of food Full-body Demonstration
are assessed trends mirror
for urgency so - Past, Company Small group
that present and dress discussion
priority for future trend
service delivery Communicati Equipment
can be identified on standards Video camera
in customer recorder
Customers are service Television
provided with VHS/DVD
information Player

Personal Materials
limitation in V8 tape
addressing CD
customer needs Make=up kit
is identified and References:
where Books,
appropriate, brochures,
assistance is manuals
sought from
supervisor

LO3. Deliver service to customer

 Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Customer needs Modes of The Blended Written/Oral
are promptly greeting and trainees/stude Learning examination
attended to in farewell. nts must be
line with provided with Distance/
enterprise Proper the following: Modular Hands-on
procedure addressing
of needs of Hands-out Direct
Appropriate persons. (by Film / video Face to Face observation
rapport is gender, clips
maintained with age, status, Lecture/ Practical
customer to physical Discussion demonstration
enable high condition)
quality service Group discussion Role-playing/
delivery Style simulation
manual Film showing
Opportunity to requirement
enhance the .
quality of Standard
service and letters and
products are proformas.
taken wherever
possible

LO4. Handle queries through telephone, fax machine, internet and email
Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Use telephone, Customer The Blended Written/Oral
computer, fax needs trainees/stude Learning examination
machine, internet nts must be
efficiently to provided with Distance/
determine the following: Modular Hands-on
customer
requirements Direct
Telephone Face to Face observation
Queries/ fax machine
information are internet Lecture/ Practical
recorded in line Discussion demonstration
with enterprise
procedure Group discussion Role-playing/
simulation
Queries are acted Film showing
upon promptly
and correctly in
line
with enterprise
procedure
LO5. Handle complaints, evaluation and recommendations
Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Guests are Proper way The Blended Written/Oral
greeted with a of trainees/stude Learning examination
smile and eye-to- answering nts must be
eye complaints provided with Distance/
contact in line with the following: Modular Hands-on
workplace
Responsibility for procedures. Hands-out Direct
resolving the Face to Face observation
complaint is taken Nature and Film / video
within limit of details of clips Lecture/ Practical
responsibility complaints. Discussion demonstration
Sample
Nature and details Industry/ complaint/eval Group discussion Role-playing/
of complaint are workplace uation and simulation
established and procedures recommendati Film showing
agreed with the in giving on sheet from
customer evaluation industry.
and
Appropriate recommend
action is taken to ations.
resolve the
complaint
to the customers
satisfaction
wherever possible
 Unit of Competency : OBSERVE WORKPLACE HYGIENE
PROCEDURES

Module Title :
OBSERVING WORKPLACE HYGIENE
PROCEDURES

Module Descriptor : This unit of competency deals with the knowledge,

skills and attitudes in observing workplace hygiene
procedures. It includes following hygiene procedures
and identifying and preventing hygiene risks.

Nominal Duration : 4 hours

Summary of Learning Outcomes:

LO1. Follow hygiene procedures

LO2. Identify and prevent hygiene risks
Details of Learning Outcomes:

LO1. Follow hygiene procedures

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Workplace Hygiene The Blended Written/Oral
hygiene procedures trainees/stude Learning examination
procedures are  Proper nts must be
implemented hand provided with Distance/
in line with washing the following: Modular Practical
enterprise and  Regular demonstration
legal bathing Face to Face
requirements  Appropriat Proper
e and hygiene Demonstration
Handling and clean procedure
storage of items clothing manuals Small group
are undertaken  Cleaning discussion
in line with and Soap
enterprise and sanitizing
legal procedure Sanitizer
requirements s
 Personal Hygiene
hygiene products
LO2. Identify and prevent hygiene risks
Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Potential Hygiene The Blended Written/Oral
hygiene risks procedures trainees/stude Learning examination
are identified in  Proper nts must be
line with food provided with Distance/
enterprise handling the following: Modular Practical
procedures and demonstration
storage Face to Face
Action to  Correct Proper
minimize and work hygiene Demonstration
remove risks practices procedure
are taken  Proper manuals Small group
within scope of waste discussion
individual disposal Soap
responsibility of  Personal
enterprise/legal hygiene Sanitizer
requirements  Pest
control Hygiene
Hygiene risks Principles products
beyond the of HACCP
control of Proper food
individual staff Minimizing/ handling and
members are removing storage
reported to the risk manual
appropriate
person for
follow up
 Unit of Competency : DEVELOP AND UPDATE INDUSTRY
KNOWLEDGE

Module Title :
DEVELOPING AND UPDATE INDUSTRY
KNOWLEDGE

Module Descriptor : This unit of competency deals with the knowledge,

skills and attitude required to access, increase and
update industry knowledge. It includes seek information
on the industry and update industry knowledge

Nominal Duration : 2 hours

Summary of Learning Outcomes:

LO1. Seek information on the industry

LO2. Update industry knowledge
Details of Learning Outcomes:

LO1. Seek information on the industry

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Sources of Information The trainees Blended Written/Oral
information on sources /Students Learning examination
the industry are Media must be
correctly  Reference provided with Distance/
identified and book the following: Modular Practical
accessed  Libraries demonstration
 Union Face to Face
Information to  Industry Proper
assist effective association hygiene Demonstration
work  Internet procedure
performance is  Personal manuals Small group
obtained in line observation discussion
with job Internet
requirements
Personal
Specific computer
information on
sector of work is Reference
accessed and book
updated
Industry Industry
information is journals
LO2. Update industry knowledge
Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Informal and/or Information The trainees Blended Written/Oral
formal research is sources /Students Learning examination
used to  Media must be
update general  Libraries/ provided with Distance/ Practical
knowledge of the Reference the following: Modular demonstration
industry Book
 Union/ Internet Face to Face
Updated
Industry
knowledge is Personal
Association Demonstration
shared with computer
customers  Internet
Reference Small group
and colleagues as
Legislation book discussion
appropriate and
incorporated that affects
into day-to-day the industry
working activities
 Unit of Competency : PERFORM COMPUTER OPERATIONS

Module Title :
PERFORMING COMPUTER OPERATIONS

Module Descriptor : This unit covers the knowledge, skills and attitudes
and values needed to perform computer operations
which includes inputting, accessing, producing and
transferring data using the appropriate hardware and
software.

Nominal Duration : 4 hours

Summary of Learning Outcomes:

LO1. Plan and prepare for task to be undertaken

LO2. Input data into computer
LO3. Access information using computer
LO4. Produce/output data using computer system
LO5. Maintain computer equipment and systems
Details of Learning Outcomes:

LO1. Plan and prepare for task to be undertaken

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Requirements of Main types of The trainees Blended Written/oral
task are determined computers /Students must Learning examination
and basic be provided
Appropriate features of with the Distance/ Practical
hardware and
different following: Modular demonstration
software is selected
according to task
operating
assigned and the systems Equipment Face to Face Interview
required outcome and
Main parts of accessories Demonstration
Task is planned to a computer  Personal
ensure OH & S Storage computer Small group
guidelines and devices and  Network discussion
procedures are basic system
followed categories of  Communica
memory tion
equipment
Types of  Printer
 software  Scanner
 Keyboard
Peripheral  Mouse
devices Supplies and
materials
 Office supplies
 Diskettes
 CDs
 Zip disks

Tools
Set of screw
driver

Learning
materials

Learning
elements/
activity sheets

Manufacturer’s
manual

LO2. Input data into computer

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Data are entered Basic The trainees Blended Written/oral
into the computer ergonomics /Students must Learning examination
using appropriate of keyboard be provided
program/ and computer with the Distance/ Practical
application in use following: Modular demonstration
accordance with
company Standard Equipment Face to Face Interview
procedures operating and
procedures in accessories Demonstration
Accuracy of entering and  Personal
information is saving data computer Small group
checked and into the  Network discussion
information is computer system
saved in  Communica
accordance with Storage tion
standard media equipment
operating  Printer
procedures Ergonomic  Scanner
Inputted data are guidelines
 stored in storage  Keyboard
media according  Mouse
to Supplies and
Requirements materials
 Office supplies
Work is  Diskettes
performed within  CDs
ergonomic  Zip disks
guidelines
Tools
Set of screw
driver

Learning
materials

Learning
elements/
activity sheets

Manufacturer’s
manual

LO3. Access information using computer

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Correct Procedures/ The trainees Blended Written/oral
program/applicatio techniques in /Students must Learning examination
n is selected based accessing be provided
on job Information with the Distance/ Practical
requirements
following: Modular demonstration
Program/
Desktop
application Icons Equipment Face to Face Interview
containing the and
information Keyboard accessories Demonstration
required is accessed techniques  Personal
according to based on computer Small group
company OHS  Network discussion
procedures requirements system
 Communica
Desktop icons are
correctly selected, tion
opened and equipment
closed for  Printer
navigation  Scanner
purposes  Keyboard
  Mouse
Keyboard Supplies and
techniques are materials
carried out in line
 Office supplies
with OH &
S requirements for  Diskettes
safe use of  CDs
keyboards  Zip disks

Tools
Set of screw
driver

Learning
materials

Learning
elements/
activity sheets

Manufacturer’s
manual

LO4. Produce/output data using computer system

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Entered data are Software The trainees Blended Written/oral
processed using commands /Students must Learning examination
appropriate be provided
software Operation with the Distance/ Practical
Commands and use of following: Modular demonstration
peripheral
Data are printed devices Equipment Face to Face Interview
out as required and
using computer Procedures in accessories Demonstration
hardware/ transferring  Personal
peripheral devices files/data computer Small group
in accordance  Network discussion
with system
standard  Communica
operating tion
procedures equipment
 Printer
Files and data are  Scanner
transferred  Keyboard
 between  Mouse
compatible Supplies and
systems using materials
computer  Office supplies
software,  Diskettes
hardware/  CDs
peripheral  Zip disks
devices in
accordance with Tools
standard Set of screw
operating driver
procedures
Learning
materials

Learning
elements/
activity sheets

Manufacturer’s
manual

LO5. Maintain computer equipment and systems

Assessment Contents Conditions Methodologies Assessment
Criteria Methods
Systems for Cleaning, Minor The trainees Blended Written/oral
cleaning, minor Maintenance /Students must Learning examination
maintenance and be provided
and Replacements with the Distance/ Practical
replacement of
of Consumables following: Modular demonstration
consumables are
implemented
Creating More Equipment Face to Face Interview
Procedures for Space in the and
ensuring Hard Disk accessories Demonstration
security of data,  Personal
including Reviewing computer Small group
regular back-ups Programs  Network discussion
and virus checks system
are implemented Deleting  Communica
in Unwanted Files
accordance with tion
standard equipment
operating
Checking Hard  Printer
procedures Disk for Errors  Scanner
Viruses and Up  Keyboard
Basic file to Date Anti-  Mouse
maintenance Virus Programs Supplies and
procedures are materials
implemented in
 Office supplies
line with the
standard  Diskettes
operating  CDs
procedures  Zip disks

Tools
Set of screw
driver

Learning
materials

Learning
elements/
activity sheets

Manufacturer’s
manual