SISXCCS001 Provide Quality Service Training and Assessment Resources

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SISXCCS001 Provide Quality Service

Assessment Resource

Master Assessment Tool: Technical Specifications

SISFFIT001 The SISXCCS001 Master Assessment Tool consists of four (4) Assessment Tasks that are mapped to the unit of competence.

The Assessment Tasks are:

  1. Assessment Task 1: Written Project
  2. Assessment Task 2: Written Assessment
  3. Assessment Task 3: Practical Observation (Complaint Handling)
  4. Assessment Task 4: Practical Observation (Customer Service)

All our Master Assessment Tool contain the following features:

Assessment title page Assessment summary page
Unit summary information General assessor instructions* (NOTE 1)
Assessment result cover sheet – Individual unit result sheet General student assessment information** (NOTE 2)
Detailed student instructions for each assessment task Detailed assessor instructions for each assessment task
Available in MS Word format for unlimited printing Purchaser licensed to re-brand materials
Free updates available for the life of this unit. See our terms and conditions Audit mapping document

*NOTE 1: These instructions provide your assessor with an overview of the assessment and with information on what to do before the assessment, rules for conducting the assessment, rules for making the assessment decision, and what to do after the assessment. This section also provides your assessor with familiarity on the assessment tool by providing them with information on how and why our documents are color coded, and electronic file naming rules for creating student and assessor versions of this assessment. This section also provides your assessor with a support contact from your RTO.

**NOTE 2: This information provides the student with the overview of the assessment, conditions of the assessment, reasons why an assessor would stop an assessment, referencing rules for the student to follow, information on the reasonable adjustment that can be made by the assessor, and information on late submissions.

Scroll down and click on the assessment task links below to view the technical specifications of each assessment task

ASSESSMENT TASK 1: TECHNICAL SPECIFICATIONS

Assessment Task One: Technical Summary

PART A)

This task assesses your student's ability to research fitness organisation's products and services and present their findings in either a written report or Q&A style format. Your students will need to visit and speak with a fitness organisation to conduct the research for this task.

In particular, your students will be assessed on their ability to:

  1. Demonstrate knowledge of the protocols and service rituals of the organisation.
  2. Demonstrate knowledge of the ethics of professional fitness industry behaviour.
  3. Demonstrate knowledge of the characteristics, uses, and conventions of any different types of communication mediums.
  4. Demonstrate knowledge of promotional products and services provided by the fitness industry and the particular organisation.
  5. Demonstrate knowledge of the procedures for the provision of services.
  6. Demonstrate knowledge of the different cultural groups and appropriate communication protocols.

PART B)

This part of the assessment task requires your student's to conduct client interviews to establish the characteristics of their local area.

In particular, your students will be assessed on their ability to:

  1. Demonstrate communication techniques such as non-verbal communication, active listening and open and closed questioning where applicable
  2. Apply basic writing skills to write clear and concise messages, notes, and emails
  3. Apply literacy skills to read messages, notes, and emails to locate and understand specific information required by the client and employer
  4. Demonstrate knowledge of the stresses faced by clients
  5. Demonstrate knowledge of the local professional counseling resources.
  6. Demonstrate knowledge of legal and ethical issues relating to exercise instructors and client relations
  7. Demonstrate knowledge of the procedures for the provision of services
  8. Demonstrate knowledge of the different cultural groups and appropriate communication protocols
  9. Demonstrate knowledge of the complaint handling policies and procedures that operate within the fitness industry and the organisation in particular.

Assessment TASK 1 contains:

Information
Student instructions available YES
Assessor instructions available YES

Assessment method and environment:

This assessment task has been designed for:

Completed in the student's personal study time.

Anticipated assessment duration 16 hours, inclusive of research
Number of questions 4 detailed questions with multiple parts
Types of questions Written Answers based on research
Assessor marking checklist available YES
Moodle Quiz available YES, Contact Us
Moodle hosting available YES, Contact Us
Assessment TASK student result's record sheet YES
Learner and assessor declarations YES

 

ASSESSMENT TASK 2: TECHNICAL SPECIFICATIONS

This assessment task has been developed as a reflective assessment based on the previous tasks research.

Assessment Task 2: Technical Specifications

Assessment TASK 2 contains:

Information
Student instructions available YES
Assessor instructions available YES

Assessment method and environment:

This assessment task has been designed for:

In Class Written Assessment OR;

Completed in the student's personal study time.

Anticipated assessment duration 60 minutes
Number of questions 11
Types of questions Short Answer
Assessor marking checklist available NO
Moodle Quiz available YES, Contact Us
Moodle hosting available YES, Contact Us
Assessment TASK student result's record sheet YES
Learner and assessor declarations YES

 

ASSESSMENT TASK 3: TECHNICAL SPECIFICATIONS

PART A)

This task requires two students to role-play the fitness clients. For this task, your student's will be required to role play a conversation they would have with these two clients.

Sample Scenario:

Assume you have been instructing a group of clients through a 12-week promotional weight loss program. Two of these clients have completed the program and have told the manager that they would like a refund. The manager has directed the clients to you to discuss the issues. You will need to decide if a refund is an acceptable option.

PART B)

This task requires one other student to role play a fitness client. For this task, your student's will be required to role play a phone conversation they would have with a disgruntled client. A client scenario is provided for this task.

Assessment Task 3: Technical Specifications

Assessment TASK 3 contains:

Information
Student instructions available YES
Assessor instructions available YES

Assessment method and environment:

This assessment task has been designed for:

In Class Written Assessment OR;

Completed in the student's personal study time.

Anticipated assessment duration 60 minutes
Role play simulation YES
Assessor marking checklist available YES
Moodle Quiz available NO
Moodle hosting available YES, Contact Us
Assessment TASK student result's record sheet YES
Learner and assessor declarations YES

 

ASSESSMENT TASK 4: TECHNICAL SPECIFICATIONS

This tasks will be assessed during the students work placement block.

This task requires your student to provide a service to a group of clients within a fitness organisation as part of their compulsory work placement. This task will assess your students in the following:

  1. Communicate with clients using verbal and non-verbal communication.
  2. Maintain personal presentation standards according to the fitness industry protocols and expectations.
  3. Provide a professional service to clients.

Assessment Task 4: Technical Specifications

Assessment TASK 4 contains:

Information
Student instructions available YES
Assessor instructions available YES

Assessment method and environment:

This assessment task has been designed for:

Practical Observation during the students work placement.
Anticipated assessment duration 60 minutes
Role play simulation NO
Assessor marking checklist available YES
Moodle Quiz available NO
Moodle hosting available YES, Contact Us
Assessment TASK student result's record sheet YES
Learner and assessor declarations YES

 

 

 

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