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PAGE
Introduction.......................................................................................................................... 1
Welcome ................................................................................................................... 1
This Competency Unit.................................................................................................... 1
Before You Start ............................................................................................................. 2
Planning Your Learning Programme ............................................................................. 2
Self-Assessment Checklist ............................................................................................. 3
How To Use This Learners Guide ................................................................................ 4
Using the Computer and Other Resources ..................................................................... 5
Method of Assessment.................................................................................................... 6
LG- THHGAD0101A:
SOURCE AND PRESENT
INFORMATION
INTRODUCTION
Welcome
Welcome to the Learners Guide for Competency Standard Source and Present
Information. This is just one of a number of Learner Guides produced for the
Commercial Food Preparation Skills stream of the Tourism and Hospitality Industry, and
it is designed to guide you, the learner, through a series of learning processes and
activities that will enable you to achieve the specified learning outcomes for the
competency unit.
The content of this guide was developed from the Competency Standard
THHGAD0101A, which is one of the basic building blocks for the National Vocational
Qualification of Jamaica (NVQJ) certification within the industry. Please refer to your
Learners Handbook for a thorough explanation of standards and competencies, and how
these relate to the NVQJ certification.
You are also advise to consult the Competency Standard for a better understanding of
what is required to master the competency.
Source and present information addresses the knowledge and skills requirements for
sourcing and presenting information. The competency is comprised of the following
elements:
As you go through each element you will find critical information relating to each one.
You are advised to study them carefully so that you will be able to develop the necessary
knowledge, skills and attitudes for source and presenting information.
a. Obtain a Learners Logbook that you `will use to record evidence of your new
skills/competence. As you demonstrate your new skills, record your activities and
have your learning facilitator sign off on them. This will allow you to provide
evidence of your competence when you are being assessed against the competency
standard.
b. Ensure that you have access to the facilities and equipment necessary for learning.
c. Ensure that you are wearing suitable clothing, that tools and equipment are safe, and
that the correct safety equipment is used.
The self-assessment checklist on the following page will assist you in planning your
training programme as it will help you to think about the knowledge and skills needed to
demonstrate competency in this unit. As you go through the checklist you will be able to
find out what competencies you have already mastered and which one you will need to
pay more attention to as you go through the learning process.
To complete the self-assessment checklist simply read the statements and tick the Yes
or No box. You should do this exercise now.
SELF-ASSESSMENT CHECKLIST
-Source and present information
If you ticked all or most of the Yes boxes, then you might not need to go through the
entire guide. Ask your learning facilitator to assist you in determining the most
appropriate direction for this competency.
If you ticked a few of the Yes boxes or none at all, then you should work through the
entire guide, even though some of the material may be familiar to you.
Plan your learning based on your answers. Be sure to involve your learning facilitator in
the planning process.
This Learners Guide is designed to assist you in working and learning at your own pace.
Check your progress at each checkpoint to ensure that you have understood the
material
Observe the icons and special graphics used throughout this guide to remind you of
what you have to do to enhance your learning. The icons and their meanings are as
follows:
Definition Box
Words/phases are defined or explained in this box. The
words/phases being explained are in bold print.
Checkpoint
This denotes a brain teaser and is used to check your
understanding of the materials presented. No answers are
provided for the questions asked.
Activity
This denotes something for you to do either alone or with
the assistance of your learning facilitator.
Reference
Points you to the reference materials and other support
documents or resources used in compiling the unit content.
Ask your learning facilitator for help if you have any problem with the interpretation
of the contents, the procedures, or the availability of resources
Complete each activity as you come to it. If the activity requires you to perform an
actual task, be sure to tell your learning facilitator when you get to that activity so
that he/she can make the arrangements, if necessary
Get your learning facilitator to sign and date the Learner Logbook when you have
completed an activity
When you have worked through all elements of the guide, and when you can tick every
Yes box, you are ready for assessment and may ask your learning facilitator to assist
you in making the arrangements to have your performance assessed.
Where your activities refer you to the library, computer and Internet resources, ask your
learning facilitator to assist you with locating these resources. If you are getting your
training in an institution, there may be a library and computer laboratory. If this is not
the case, visit the local library and find out what resources are available.
If you are new to the computer and the Internet, someone should be able to show you
how to use these resources.
Please note that in many of your activities you have been referred to information on the
Internet. This is because the Internet has a vast amount of information that can help you
in acquiring the particular competencies. We would like to advice you, however, that we
cannot guarantee that all the sites will be available when you need them. If this happens,
ask your learning facilitator to assist you with locating other sites that have the
information you require.
Method of Assessment
Competency will be assessed while work is being undertaken under direct supervision
with regular checks, but may include some autonomy when working as a team. You are
advised to consult the associated competency standard for further details relating to the
assessment strategies.
You may now start your learning. Have fun while you work!
LEARNING OUTCOMES
As you work through this element, you should acquire the knowledge and skills to find and
present information. Your learning facilitator is there to assist you through the various activities.
Upon completion you should be able to:
Do you believe that learning new information in your daily interaction is important to your job?
In your personal lives, you have seen how information helps you to improve communication
with your family and friends. The same is true in organizations, as information helps people
make better choices about goods and services.
As part of a service industry, you should be able to source information and present it in the form
of feedback from customers. You should pass on information to management so that action can
be taken for improved service if the information is negative, or to commend staff when the
feedback is positive.
Information helps you to be a better worker in the industry and this is one way of securing your
employment. Naturally, in keeping with your training, you should source and present
information in a polite manner. Your approach to the customer should be warm and endearing.
CHECKPOINT:
How do you think that your customers would feel if you were to
approach them in an aggressive manner?
TIP: Sourcing information from customers should be done in a timely and polite manner.
You should use the information to take corrective action and/or, consulting your learning
facilitator.
ACTIVITY:
Reference:
http://www.sba.pdx.edu/faculty/alanra/araccess/sourehp.htm
Understanding feedback
CHECKPOINT:
What is feedback? When you communicate with someone, how do
you know that the person understands what you are saying?
You can check the persons verbal and non-verbal actions such as a nod of the head, a
questioning look, answers of yes or no or a look of interest or disinterest. Communicating
requires a good attitude to get the most out of the interaction.
In the same way, you can get feedback from your customers to see how satisfied they are with
the service/facilities.
Why do you think that some properties spend so much time in obtaining feedback? Naturally, it
improves quality of product/service. Information gathered from simple research, like eliciting
feedback, is very critical to transformation of organizations. This is part of internal evaluation.
It is like checking out your family members to make sure that everything is in order in your
household.
Obtaining feedback
Oral
You can talk to your customers informally about the product/service being offered. You can get
valuable information from informal conversations.
ACTIVITY:
You are asked about your stay in Jamaica since your arrival three
days ago. You will tell what you like but you should mention some of
the things you do not like, for example the mosquitoes at nights.
You will politely ask your guest about her visit to Jamaica, how she
has been enjoying it since her arrival three days ago. You will read
non- verbal cues that despite the glowing praises for Jamaica, there is
something that with which she is not too happy. You follow up on
that non-verbal cue to find out what is the source of the unhappiness.
You eventually learn that mosquitoes are the problem at nights in her
room. You should apologise on behalf of the property and offer to
seek a remedy.
You can get feedback through a set of structured questions designed by management for you to
administer. This is a basic questionnaire. You can record the answers by tape recorder for
transcription at a later date, or you can write the answers on the questionnaire form.
It is important that when you gather information, whether written or oral, that you take care to:
Tip: Politeness is a basic factor in your interaction with your customers, whether formally or
informally.
Written
In the written form, the questionnaire is given to the customer to fill in answers to the questions.
You must seek permission from the customer to administer the questions as well as to record the
answers.
A questionnaire - is a set of
questions structured to provide
information by way of answers.
The success of the questionnaire depends on the types of questions asked and how they are
asked?
ACTIVITY:
Find out from your learning facilitator some other things to consider
when preparing salads.
Find a recipe for a salad in a recipe book, on the Internet, or ask your
learning facilitator to recommend one.
Make sure the ingredients are in season. Prepare the salad. Show the
salad to your learning facilitator or supervisor and ask for his/her
opinion on what you have done.
ACTIVITY:
Focus groups
You can interview a group of people at the same time to get information/feedback through focus
groups
You can use a focus group at any point in information gathering/research
CHECKPOINT:
What are other reasons for using groups to gain information?
If you are interested in research, say market research, you can access courses in this field and
you will learn more about the methods of collecting information.
Presenting information
You have gathered information on product on services, what do you do with that information?
Pass it your learning facilitator for action. There are several ways to do this.
You have reviewed the information and selected what is appropriate. The critical part of
information gathering is to present information in creative and interesting ways. You can present
information in a number of ways for better understanding.
ACTIVITY:
To present information to your supervisor, you can tell him or her about the feedback you have
gained or you can write it in a concise, professional way. Writing a simple report is helpful for
your supervisor and yourself. This will help him or her to follow up in solving the problem or
appeasing the customers.
CHECKPOINT:
Do you recall how to use the Internet? Refer to web page
http://www.communties.org.uk/articles/pact1.html
ACTIVITY:
Use the Internet to find out more about presenting information and
writing reports.
Write a report to your supervisor about the barbeque you arranged for
customers who were stranded at the restaurant due to a delay of the
tour bus. What feedback did you receive from your customers?
Discuss with your learning facilitator.
Now that you have completed this element do the following self-assessment to see if you have
fully grasped all the components.
Checklist 1
Yes No
Checklist 1
Yes No