INSTITUTIONAL

ASSESSMENT TOOLS
 EVIDENCE PLAN

JAPANESE LANGUAGE
COMPETENCY
STANDARD
COMMUNICATE EFFECTIVELY USING
UNIT OF COMPETENCY JAPANESE LANGUAGE

Oral Questioning
Ways in which evidence will be collected:

Demonstration
[tick the column]

Written Exam
The evidence must show that the candidate …

1. Identifies available Communication Pathway in accordance with the

Contact Center Standard Operating Procedures 

2. Identifies Elements of Communication in each pathway and takes  

appropriate action as per established practice
3. Identifies Barriers to Communication in a customer contact center
 
and takes actions as per company policies
4. Identifies and selects properly the difference between verbal
communication and other communication types as per company  
and customer’s requirements
5. Manifests proficiency using the Japanese language through oral,
  
written, listening and grammar skills
6. Uses active listening techniques to enhance the transmission of
messages to develop message reception  

7. Translates verbal communication into written/electronic  

communication as per written standards
8. Identifies the importance of voice and accent in the Contact Center   
Industry
9. Uses correct vocal techniques to enhance the message reception


10. Modifies correctly the messages to suit conversational cues and to


convey ideas
11. Uses Paralinguistic cues appropriate to customers and workplace 
situations as per established procedures

Trainee’s Signature: Date:

 DEMONSTRATION

Trainee’s Name: FELM ETMON

Trainer’s Name: AL ROBIN JUANICO
Unit of competency: COMMUNICATE EFFECTIVELY USING JAPANESE
LANGUAGE
Qualification: JAPANESE LANGUAGE
Date of assessment: JULY 2019
Time of assessment: 8:00- 5:00 P.M
Instructions for demonstration

Given the materials and equipment provided, simulate a phone call with a client following the
Standard Operating Procedures of a Contact Center.
Materials, Tools, Equipment/Testing Devices and PPE
A computer set
A disk with an operating system
Excellent-performing Headphones
1. Manifests proficiency using the Japanese language Yes No N/A
through oral, written, listening and grammar skills
2. Uses active listening techniques to enhance the
transmission of messages to develop message reception
3. Translates verbal communication into written/electronic
communication as per written standards
4. Answer questions after the recorded conversation is
played.
5. Uses correct vocal techniques to enhance the message
reception
6. Modifies correctly the messages to suit conversational
cues and to convey ideas
7. Uses Paralinguistic cues appropriate to customers and
workplace ethics.

The Trainee’s demonstration was:

Satisfactory  Not Satisfactory 

 QUESTIONS

SATISFACTORY
QUESTIONS TO PROBE THE CANDIDATE’S UNDERPINNING KNOWLEDGE
RESPONSE

The Trainee should answer the following questions: Yes No

Extension/Reflection Questions
1. Why is a very good listening skill required in a Contact Centre Service?  
2. What is Contact Centre Service?  

Safety Questions
3. How can the observance of the necessary paralinguistic cues help in a Contact
 
Centre Service?
4. What is communication pathway in Contact Centre?  

Contingency questions
5. What should be executed when front-line staffs are bombarded with calls?  
6. How should a Contact Centre Service staff handle angry customers?  

Infrequent Events
7. What should be done when the documented procedures followed did not result
 
to a desired outcome of the client?
8. What has to be done when a product has a failure mode that many customers
 
have experienced?

Rules and Regulations

9. Mention at least one (1) Telephone Consumer Protection Act (TCPA) regulation
 
that should be observed at all times.
 
The trainee’s underpinning knowledge was:

Satisfactory  Not Satisfactory 

Feedback to candidate:

The trainee’s overall performance was:

Satisfactory  Not Satisfactory 

Trainee’s signature: Date:

Trainer’s signature: Date:

Acceptable answers are:

1. A very good listening skill is very important in a Contact Centre Service because mainly, the source of
communication is done verbally and only through phone call. There could be no non-verbal symbols that
may help you further understand what the client is inquiring or complaining about, except the voice you
hear. So, as an employee receiving calls, you have to practicing listening to the words or the language
itself and its paralinguistic cues.

2. Contact Centre Service is a central point in an enterprise from which all customer contacts are
managed.

3. The observance of the necessary/correct paralinguistic cues can help a lot in a Contact Centre Service
to not cause any misconception on the duration of the call. A service officer should be very mindful of the
variety of stress, pitch and volume of his voice for they are very essential in verbal communication, just as
language is.

4. Communication pathway is the transmission path for a datum or data. This is by which the
calls/transactions are directed in a Contact Centre.

5. When front-line staffs are bombarded with calls, some of the calls should be routed to other centres to
meet all customer inquiries/needs.

6. When you are confronting a tough situation like having a customer who is very angry on phone, you
have to remember the following things: 1. Remain calm and adjust your mindset, 2. Listen actively to what
the customer is saying, 3. Separate your feelings from the situation, 4. Repeat the customer’s concerns,
5. Actively sympathize, 6. Apologize, 7. Call the manager if the customer asks you, 8. Offer a possible
solution, 9. Ask the customer for feedback, 10. Take action immediately, 11. Take several minutes to
yourself after the ordeal, and last, 12. Follow-up with the customer.

7. The technical writers own the corrective action; the manual set is first to be reviewed for technical
accuracy. Second order is to review the manual set for usability. A usability analysis focuses on the
content in the context of the target end users- can the manual set be interpreted correctly by the prime
target?

8. The engineering and development teams own this type of corrective action; it is the engineering and
development teams’ job to design the failure out.

9. No call centre representative should call residential numbers before 8:00 a.m. or 9:00 a.m.

10. The Health Insurance Portability and Accountability Act of 1996 (HIPAA) ensures privacy of individual
protected health information. To protect patients, call centre staff may only discuss patient information
with the patient or someone authorized by the patient.

Trainer’s signature:
 RECORDING SHEET FOR ORAL QUESTIONING / INTERVIEW

Trainee’s name: FELM ETMON

COMMUNICATE EFFECTIVELY USING JAPANESE
Unit of Competency:
LANGUAGE
Qualification: JAPANESE LANGUAGE
Satisfactory response
Oral/Interview Questions
Yes No

1. Onamae wa nandesuka?
 
(what is your name)

2. Doko kara kimashita ka?

 
(Where is your hometown)

3. Nansai desu ka?

 
(How old are you.)

4. shumi wa nandesuka?
 
(What are your hobbies?)

5. ima doko ni sunde imasu ka?

(where do you live now?)  

.
 

The Trainee’s underpinning knowledge was:

Satisfactory  Not satisfactory 

Trainee’s Signature: Date:

Trainer’s Signature: Date:

Acceptable Answers are:

1. watashi no namae wa (name of candidate)desu.

My name is (name of candidate)

2. watashi wa (hometown) kara mairimashita.

I came from (home town)

3. watashi wa (age)sai desu.

I am (age)years old

.4. watashi no shumi wa ( hobby)koto desu.

My hobby is (hobby

5. watashi wa ima (home address)ni sunde imasu.

I live in (home address)

Trainer’s signature: Date: