COMPETENCY BASED

TRAINING
FOR CUSTOMER SERVICE NC III
ORIENTATION
 The Definition of CBT
 The 10 Principles of CBT
 Comparison Analysis between Traditional Education and CBT
 Role of CBT Trainer
 Role of CBT Trainee
 Qualification Overview
 Competency Based Learning Materials (CBLM)
Competency Based Training (CBT)
It is a delivery training approach that
focuses on the competency of the learner as a result
of the training.
10 Principles of CBT
1. Training is based on curriculum developed from the
competency standards.
2. Learning is modular in its structure.
3. Training delivery is individualized and self-paced.
4. Training is based on work that must be performed.
5. Training is directly related to the competency standards and
curriculum.
6. Assessment is based in the collection of evidence of the performance of work to
the industry required standard.
7. Training is based both on and off the job components.
8. Training program allows for Recognition of Prior Learning
(RPL) or current competencies.
9. Training allows for multiple entry and exit.
10. Training programs are registered with the UTPRAS
(Unified TVET Program Registration and Accreditation)
Comparative Analysis between
Traditional Education and CBT
TRADITIONAL EDUCATION COMPETENCY BASED TRAINING (CBT)

 Instructors focus on managing  Trainers focus on managing learning

instruction
 Most students enter at about the same  Trainees enter at various times
time throughout the year
 Students all cover the same material  Different trainees maybe trained for
different unit of competency within the
same program
 Retesting is discouraged or not  Retesting is encouraged to reach mastery
allowed at all
 The instructor controls the learning pace  Each trainee progress at his or her own
pace
Role of CBT Trainer

Serves as a
team member Stimulates Manages
to determine trainees’
what is to be
learning.
motivation.
learned.

Assist each
Diagnose and Assist learners
Evaluates trainee in
solves to obtain designing a
learning student individualized
achievement personalized
problems. rewards
plan of study.

Serves as a Accepts
Installs Helps those
model for Spends more responsibility along
confidence in
the learner by
desirable work time students with the student for
habits in the interacting who really the tasks learned or
providing occupational with students need help not learned.
experiences field
 Role of CBT Trainee
Trainees may select
what they want to Trainees decide
learn and when they when they are ready
want to learn it, to perform each task
within reason or demonstrate Trainees know they
Trainees compete will be rated mainly
Trainees may choose mastery
against job standards on performance and
how they want to and not against other knowledge level.
learn-individually, Trainees evaluate
students
or by group. their own progress
Trainees learn at Trainees help
to see how well they
their own rate within develop
are
program guidelines personalized
doing. Trainees learn
prescription for
according to their
learning worked out Trainees should
Trainees are interest, needs and
cooperative know “up front”,
responsible for what abilities – not for
they learn and when before instruction Trainees move expediency.
Trainees may they learn it. begins freely in the
request to receive workshop,
credit for what they laboratory and or
already know. training center.
 Qualification Overview
CUSTOMER SERVICE NC
II
 The CUSTOMER SERVICE NC II Qualification
consists of competencies that a person must achieve
to enable him/her conduct the process of offering
products and services to customers and assisting them
in making a purchase in various retail store settings,
such as department stores, specialty stores,
hypermarkets, supermarkets, fast food outlets and
other service providers.
CUSTOMER SERVICE NC II
BASIC COMPETENCIES
 Lead workplace communication
 Lead small team
 Develop and practice
negotiation skills
 Solve problems related to work
activities
 Use mathematical concepts and
techniques
 Use relevant technologies
COMMON COMPETENCIES
 Apply quality standards
 Perform computer
operations
 Maintain an effective
relationship with clients and
customers
 Manage own performance
CORE COMPETENCIES
 Prepare products for display
 Sell products and services
 Interact with customers
 Operate retail equipment
 Balance register/terminal
 Perform stock control procedures
ELECTIVES
 Merchandise Food Products
 Perform Merchandise
Presentation Skills
 COMPETENCY BASED
LEARNING MATERIALS (CBLM)

Competency-Based Learning Material (CBLM) Package

is simply a well-designed and carefully developed
learning materials that give trainees detailed instructions
to guide them through the learning process
PARTS OF CBLM

PRELIMINARY PAGES
1. Front Page
2. Trainee’s Guide on How to Use the
CBLM
3. List of Competencies
4. Module Content
5. Learning Outcome Summary
6. Learning Experiences
 CBLM INSTRUCTION SHEET
1. Information Sheet
2. Self Check
3. Answer Key
4. Task Sheet
5. Operation Sheet
6. Job Sheet
7. Performance Criteria Checklist
METHODOLOGIES
 Lecture/ Discussion
 Demonstration
 Observation
 Written Test
 Portfolio
 PROGRESS CHART
MONITORING TOOLS

ACHIEVEMENT CHART
EVALUATION SYSTEM

Written Test
Demonstration
Pre-test
Post-test
Performance Test
Oral Questioning
ANY QUESTIONS OR
CLARIFICATIONS?
DISCUSSION OF WORKSHOP
COMPONENTS