GROUP: ________________

QUALIFICATION/SUBJECT:
BOOKKEEPING NC III
UNIT of COMPETENCY:
COMMON 3. MAINTAIN AN EFFECTIVE
RELATIONSHIP WITH CLIENTS AND
CUSTOMERS
LEARNING OUTCOMES:
2. Possible causes of clients/customer
dissatisfaction identified, dealt with
recovered according to employer policy.
 LEARNING OUTCOMES

Content/Skills Process (Soft Skills)

Attention to detail when Identify own role and responsibilities

completing client/employer
documentation
Interpersonal and communication
skills required in client contact
assignments
with the team
Set/Meet work priorities.
Solve Problems related to work.

Customer service skills required to

Oral and written communication skills.
meet client/customer needs

Problem Solving and Negotiation Critical Thinking

PROBLEM SCENARIO
Republic Act No. 7394 Article 2 of THE CONSUMERS
ACT OF THE PHILIPPINES refers to protect the interests
of the consumer, promote his general welfare and to
establish standards of conduct for business and industry.
A video presentation shows that a buyer of car parts is
having a review of where is the best store to buy auto
parts but he is also having complaints to some
merchandiser who has a poor performance in dealing
with their customer as well as the quality of their
products.

What help can you give to those merchandise who has

poor performance in dealing with their clients/customer?
TASK

1. Write a report on what the Merchandising business

should do to assure the complaints of unsatisfied
customers refers to Republic Act No. 7394 Article 2
of THE CONSUMERS ACT OF THE PHILIPPINES?

2. Oral presentation using power point presentation.

3. You will be assessed by your peers based on your

contribution.
 LEARNING
FACT IDEAS ACTIONS
ISSUES
 Sample FILA

LEARNING
FACT IDEAS ACTIONS
ISSUES
Restriction line No hired safety What are the Conduct research
and signages are officer. requirements for on OHS standard
not visible, restriction line
and signages in
accordance to
OHA standards?
No proper No electrical What are the Conduct interview
ventilation and maintenance. possible effects of to an experts.
lighting, poor lighting and
ventilations in the
workplace?
Assessment Plan
INDIVIDUAL / FORMATIVE /
TOOL WEIGHTAGE ASSESSED BY
GROUP SUMMATIVE
Written Report Group Formative 30 % Trainer

Oral Individual Formative 50 % Trainer /

Presentation Collegue
Peer Group Formative 20 % Group
Assessment
TOTAL 100 %
Oral Presentation (50%)
Criteria Excellent (4) Very Good (3) Good (2) Fair (1) Remarks
1. Content Presentation Presentation Presentation had Presentation
had an had a good moments where contained little
Did the
exceptional amount of valuable to no valuable
presentation
amount of material and material was material.
had a valuable
valuable benefited the present but as
materials.
materials and class. whole content
was extremely was lacking.
beneficial to the
class.
2 Collaboration The teammates The teammates the teammates the teammates
always worked worked from the sometimes never worked
a. Did everyone
from others others' ideas worked from form others'
contribute to
ideas. It was most of the time. others' ideas. ideas. It seems
the
evident that all And it seems However, it as though only
presentation?
of the group like everyonr did seems as though few people
B. Did everyone members some work, but certain people worked on the
seem well- contributed some people are did not do as presentation.
versed in the equally to the creating the much work as
material? presentation. presentation. others.
 Criteria Excellent (4) Very Good (3) Good (2) Fair (1) Remarks
3. Organization The The there were the presentation
presentation presentation minimal signs lacked
a. was the presentation
was well had the of organization organization
well organized and easy
organizes, well organizing ideas of preparation. and had little
to follow?
prepared and but could have evidence of
easy to follow. been much preparation.
stronger with
better
preparation.
4. Presentation Presenters were Presenters were presenters were Presenters were
all very occasionally not consistent unconfident and
a. Did the presenters
confident in confident with with the level of demonstrated
speak clearly?
delivery and their confidence/prep little evidence of
b. Did they engage the they did an presentation, aredness they planning prior
audience? excellent job the presentation showed tp the to presentation.
engaging the was not as classroom but
c. Was it obvious the class. engaging as it had some
material has been preparation is could have been strong
rehearsed? very evident. for the class. moments.
Rubrics for Written Reports (30%)
Criteria Excellent (4) Very Good (3) Good (2) Fair (1) Remarks
2. Evidence of Team Satisfies all the Satisfies only 3 Satisfies only 2 Satisfies Only
given indicators. of the of the one or none of
a) All members reported
indicators. indicators. the indicators.
b) Members assisted one
another.

c) All members came on

time during the meeting.
3. a) Time Management Task started Task started Task started on Task started
and ended on late but ended time but ended late and ended
time on time beyond the time beyond the time
limit. limit.
PEER ASSESSMENT

GROUP NAME:__________________________________________________-

YOUR NAME:_________________________________________________________

TEAM MEMBER NAME COOPERATION (1 min -5 max) HARDWORKING (1 min -5 max) PUNCTUALITY (1 min -5 max) KNOWLEDGE SHARING (1 min -5 max) GOOD PERSONALITY (1 min -5 max)

1 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5

2 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5

3 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5

4 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5

5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5

COOPERATION- Give cooperation when needed, helpful to others

HARDWORKING- did what he/she was supposd to do, gave extra time whenever required by other team member

PUNCTUALITY- Concerned on time management, showed up during meeting/discussion

KNOWLEDGE SHARING- participate in giving ideas, helped others to understand, gave appropriate suggestions

GOOD PERSONALITY- Teated other team mates kindly, respected others and open minded
PEER ASSESSMENT 20%