INTERNATIONAL SCHOOL OF TECHNOLOGY, ARTS AND CULINARY

OF DAVAO CITY,INC

(Formerly International Skills Training and Assessment Center of Davao, Inc.)

Corner Loyola St., J.P. Laurel Ave. Davao City

Contact No. 327-5186/09202892653 email Address: istacdavao2014@gmail.com

NAME: Rafil E. Antop DATE: September 21, 2022

QUALIFICATION/COURSE: TWSP-TOURISM PROMOTION TIME: 8:00 am – 5:00 pm

BASIC COMPETENCY
PRE-TEST

I TRUE or FALSE. Read the sentences properly. Write TRUE if the statement is
correct and FALSE if not. Answer it in the spaces provided for.

TRUE 1. Assertive communication involves clearly expressing what you think, how you feel
and what you want without demanding that you must have things your way.
TRUE 2. One advantage to using written forms of communication is that written messages do
not have to be delivered on the spur of the moment; instead, they can be edited and revised
several times before they are sent so that the content can be shaped to maximum effect.
FALSE 3. Keep your sentences long. It’s important to remember that the longer the sentence,
the more likely that the reader will lose track.
TRUE 4. Strategic planning is defined as long-range planning that focuses on the entire
organization.
TRUE 5. Decision is a choice between alternatives and decision making is the process of
choosing one alternative over the others.
FALSE 6. Poor Personal hygiene habits such as washing your hands and brushing and
flossing your teeth will help keep bacteria, viruses, and illnesses away.
TRUE 7. Risk Assessment is where the severity of the Hazard and its potential outcomes
are considered in conjunction with other factors including the level of exposure and the
numbers of persons exposed and the risk of that hazard being realised.
TRUE 8. A general definition of adverse health effect is "any change in body function or the
structures of cells that can lead to disease or health problems".
FALSE 9. Food production department is responsible for the maintenance of an
establishment’s standard of hygiene, comfort and cleanliness.
FALSE 10. Work attitude needed in the industry includes tardy, honest and hard Working.

II. Identification. Write the answer on the spaces provided for.

 INTERNATIONAL SCHOOL OF TECHNOLOGY, ARTS AND CULINARY

OF DAVAO CITY,INC

(Formerly International Skills Training and Assessment Center of Davao, Inc.)

Corner Loyola St., J.P. Laurel Ave. Davao City

Contact No. 327-5186/09202892653 email Address: istacdavao2014@gmail.com

Sterilization 1. Process of killing all germs.

Computer Hardware 2. is the computer’s machinery –the parts you can see and touch, like
the monitor all the electronic devices and circuits inside it.

CPU 3. the heart and brain of the computer.

Workplace 4. Defined as A place of employment.

Standard Operating Procedures (SOP) 5. acting as the processed books that describe a
set of procedures andprotocols for a particular action.

Interpersonal skills 6. the skills that a person uses to interact with other people.

Social skill 7. any skill facilitating interaction and communication with others.

Communication 8. are language skills needed to interact in social situations.

Gesture 9. is a non-vocal bodily movement intended to express meaning.

Navigation keys 10. These keys are used for moving around in documents or web pages
and editing text. They include the arrow keys, HOME, END, PAGE UP, PAGE DOWN,
DELETE, and INSERT.

III Enumeration. Provide the answer of the following questions.

1-3. What are the three (3) Odd keys of a keyboard?

• PrtScn, Scroll Lock, Pause/Break.

4.-6. What are the three (3) things to consider in Greeting the guest?

• Give visitors a warm smiley welcome

• Ask relevant questions
• Get them on their way

7.-18. Steps in Handling Customer complaints

• Approach the complaining customer politely

 • Listen attentively

• Get more details

• Be calm and sober

• Be open – minded

• Accept the clients feeling

• Never argue or disagree or indiscreetly prove the customer

wrong.

• If the service is a faulty, apologize.

• Settle sensitive matters or problems in private

• Never pass the blame on another person

• If the guest is very upset, call the supervisor

• Should a complaint require a delicate decision, refer to the

supervisor

19.-20. Name atleast two (2) dishes at risk from pathogen

• Salads
• Raw or lightly cooked eggs

COMMON COMPETENCIES
 INTERNATIONAL SCHOOL OF TECHNOLOGY, ARTS AND CULINARY

OF DAVAO CITY,INC

(Formerly International Skills Training and Assessment Center of Davao, Inc.)

Corner Loyola St., J.P. Laurel Ave. Davao City

Contact No. 327-5186/09202892653 email Address: istacdavao2014@gmail.com

Essay
Essay

Direction: Read and understand the question properly. Your answer should be organized
or properly explained.

CRITICAL THINKING QUESTIONS

1. Why should we develop and update industry knowledge?

We must develop and update industry knowledge, particularly when working in

the service industry, where we must have up-to-date information about the
company to offer to clients or customers. If we have constant knowledge about
how the industry works and we go with this continuous learning process, we can
easily adapt and update industry knowledge. Then we are able to provide quality
service and contribute to the growth of the company while also ensuring that we
are skilled in our field. Without constantly updating our industry knowledge, it
has a negative impact on us and we might be left behind by the current
happenings in our company and become outdated.

2. What are workplace hygiene procedures?

The workplace hygiene procedures include: safety and hygienic handling of

equipment, food and beverages; regular hand washing; correct food storage;
appropriate and clean clothing; avoidance of cross contamination; safe handling
and disposal of linen and laundry; appropriate handling and disposal of garbage;
cleaning and sanitation procedures; and lastly, personal hygiene.

3. What are examples of safe working practices?

The examples of safe working practices include proper disposal of garbage, this
practice is good for the environment, helps to lessen their impact on health, and
helps to prevent a number of diseases. Waste disposal also aims to ensure
proper management and disposal of waste. A first aid kit in the workplace is a
further way to guarantee someone's safety. In case of an unexpected accident,
it should be accessible and visible. Then there is ergonomics. To prevent back
 pain and eye strain, it's important to seat yourself correctly when using a
computer. A few more practices are man-handling, housekeeping, temperature
control, chemical safety, fire control, and emergency evacuation.

4. How can you provide excellent customer service?

Selling and upselling help to deliver excellent customer service. Since upselling
is a tactic, we must understand how it operates. To educate us, it must be
accomplished by consistently delivering value, determining the customer's
needs and wants, offering a price discount, evoking a sense of urgency,
determining whether the customer is happy with their current purchase before
upselling, persuading them with examples from real-world situations, and,
finally, following up frequently.