Week 6 Amazing TAFE race

Here is the Logo everyone decided on for your event. Please right-click on it to save it to your USB. We will be using this for all of our event-related documents.

Looks like it's 'game-on' girls! :-)

The Event Timeline and Event Description is also available through this link:

It looks as if TAFE is blocking the document site, so either print it from home, or get a copy from me.

Week 5

Welcome back everybody.

If you missed this week, you missed out on a good laugh! It was video day at the library and we watched a couple of classics about Customer Service. The first video was called 'The art of customer relations'. If you missed the class, you can go to the library and borrow the video, it's call number is 658.812BUSI and you can get the hand-out from the top, right hand drawer of my desk to complete at home.

Another video we watched was called 'Dealing with customer aggression' and it was hilarious! Well worth a watch. One important point that was stressed was that we need to be 'empathetic listeners', which brought us the the 'Pig Personality Profile', which brought us to tears of laughter. If you missed it, ask one of your classmates to fill you in. :-)

Week 4

Welcome to week 4. :-)

Today's emphasis was on 'Negotiation Skills'. We defined some important terms that need to be well understood for the next 2 assessment tasks. If you missed this class, you will need to do a research activity and provide the following information for me:

Instructions:
On a piece of paper, write your name and today's date:
The heading should be: Negotiation Skills Notes 1
Please provide the following information:

1) What is the difference between Routine and Non-Routine Negotiations?

2) Give 3 examples of Routine Negotiations:

3) Give 3 examples of Non-Routine Negotiations:

4) Define the term 'Stakeholder'

5) Explain who would be all of the 'Stakeholders' in a negotiation for a pay rise (there will be at least 6):

6) For each of the stakeholders named in question 5, explain what issues they would have in the negotiation:

7) Mindmapping: You will need to create a mindmap showing what our Group Activity will be. If the concept of mind-mapping is new to you, you may like to see this YouTube Video or have a look ath this website. Please keep in mind, the information you will see in these resources is only provided as a guideline to help you get started. Your mindmap can be simply designed, but must contain all of the following elements:

The Issue of Importance (usually in the very centre of the page)
Stake holders
Issues

When you have completed this preliminary work, please show it to me so I will know if you are ready to complete your assessment task, which can be accessed through this link.

I'm very much looking forward to seeing your work.

Kind Regards,
Elizabeth

Week 3

Hello Everyone,


We missed about half of the class this day and had to be careful not to get too far ahead of everybody else. So we went to the library and learned how to access this blog. Thank you so much for the encouraging comments everyone. You are so fun to work with.


To complete the board game activity, each team had a go at playing the other team's game and while they did so, they came up with a list of possible alterations that could be made. After that we practiced negotiation skills while consulting about the changes. It ended up a win-win situation for everyone. Congratulations on the successful outcome.



After lunch, we had a discussion about Interpersonal Skills and what their place is in relation to Quality Customer Service as well as Negotiation Skills.

Students were shown pictures and asked to answer questions about them. If you missed this activity, don't worry, you can still have a go.


Instructions:
On a piece of paper, write your name and today's date. Also write, "Interpersonal Skills"
Look at the following pictures and answer the questions for each one:


Picture 1) Mechanic




1.How important are interpersonal skills for this line of work?
2.What will happen if this person has poor interpersonal skills?
3.Would the education and training this person had in preparing for their career help them improve interpersonal skills?

Picture 2) Court Room

1. Are interpersonal skills important in the careers that these people are practicing?
2.What happens if interpersonal skills are lacking?
3.If you were going to employ the person on the left, what kind of interpersonal skills would you want him to have?

Picture 3) Salesman





1. Do you think this salesperson has good interpersonal skills?
2. What kinds of interpersonal skills would be important in his work?
3. What happens if interpersonal skills are lacking?

Picture 4) Doctor

1. List some of the kinds of interpersonal skills that are needed in a health care professional.
2. Have you ever visited someone in this occupation who did not have good interpersonal skills? If so, what was it like?
3. Are interpersonal skills in this work optional or do they play a role in the actual success of the job being performed?

Picture 5) Police Officer

1. Is this person likely to have good interpersonal skills?
2. What opportunities have you had to observe the interpersonal skills of someone in this line of work?
3. Based on what is shown on television, how are good interpersonal skills helpful in this job? Does television provide an accurate portrayal of this job?

Please complete this assignment and hand it to me at your very first opportunity so I can give you credit for your work.

See you next week,

Elizabeth

Week 2

Hi everyone,

Welcome the the customer service and negotiation skills blog for Campbelltown TAFE CIII group. If you weren't here last, I'm afraid you missed out on all the fun. But here is a quick snap-shot of what happened:









We created a board game for customer service.

• Students broke into teams and brainstormed about what kind of game to make and what to call it.
• They created the game and handed in the following information about it:
• Names of all team members
• Rules and instructions for game play
• 10 signs of positive customer service
• 10 signs of negative customer service

When they had finished, they had a trial run to see how well the game worked out, and they were both quite good.

Next week, everyone will swap and play the other team's game and try to come up with three improvements and then we will negotiate if the changes should be made or not.

Could be interesting, I hope to see you there.

Kind Regards,

LiZzY

Week 1

Hello Certificate 3 Students,

I'm so glad that you found your way on to our CIII blog.

This is where I will be posting all of your documents and communications for both classes: Communicate to Deliver Quality Customer Service and Apply Negotiation Skills in Non-Routine Contexts. So if you missed a class or get a bit behind in your work, you can come here to see what we're up to. So far, everyone should have their assessement guides and will have signed a receipt for them. If you can't find yours, click on the links below to get a copy of each one that you can print off for your records:

• NSWTCOM214B Communicate to deliver quality customer service


• NSWTCOM313B Apply negotiation skills in non-routine contexts

Your first customer service task was to observe and report on customer service. If you click on this link, it will take you to TASK 1, which you can print off, complete and hand in to me as soon as you can. Hopefully you will catch up with everyone else very soon. If you are not sure if you have done this task or not, come and ask me on Thursday and I will show you my assessment grid.

For our negotiation skills class, we played a game where everyone tried to win play money from eachother using only three different games: coin toss, thumb wrestling or rock, paper, scissors. This was followed by discussions about what negotiation tactics worked and why. It was not an assessment task, so if you missed it, you don't need to worry.

If you made it all the way to this paragraph, please leave a comment so I know you stopped by. All comments and suggestions are greatly appreciated.

See you next week,
LiZzY

Kindest Regards,
LiZzY