Events Management - Basic & Common Competencies

ST.
JOSEPH
TECHNICAL
ACADEMY OF
DAVAO CITY
Basic Competencies/Skills
Events Management Services NC III

Slide
ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY - 2007
1
EVENTS MANAGEMENT SERVICES NC III
ST. JOSEPH
TECHNICAL
Events Coordinator ACADEMY

ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY
ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY - 2007 2

ST. JOSEPH
TECHNICAL
Expectations ACADEMY
• The trainee/graduate will be able to:

 Coordinate events
 Plan and develop an event proposal
 On-site event management
• Take Tesda Competency Assessment for National

(skills) Certificate level III (NC 3 – supervisory)
• Work as a certified
 Events/Conference/Function Planner/Coordinator

ST. JOSEPH
TECHNICAL
Training period ACADEMY
• Nominal Training Duration:

 20 Hrs. (Basic)
 24 Hrs. (Common)
 64 Hrs. (Core)
• TOTAL: 108 Hrs = 13.5 days (8 Hrs/day)
• Begin: August 7, 2017
• End: ???
• Assessment date: ???

ST. JOSEPH
TECHNICAL
ACADEMY
NC III
Basic Competencies/
Skills

ST. JOSEPH
TECHNICAL
Basic Skill: Communication (1) ACADEMY
• Lead workplace communication

 Communicate information about workplace

policies/procedures.
 Proper communication method is chosen
 Non-verbal gestures
 Verbal
 Face to face
 Two-way radio
 Speaking to groups
 Using telephone
 Written
 Internet
ST. JOSEPH
TECHNICAL

 Communicate information about workplace

policies/procedures.
 Discuss multiple tasks involving different topics/
areas
 Use questions to get extra/needed information
 Identify correct sources of information
 Select information and organize correctly
 Report verbally or in writing when required
 Maintain communication in all situations

ST. JOSEPH
TECHNICAL

 Lead discussions in the workplace

 Find out basis for workplace issues
 Give answers/resolutions on workplace issues as

soon as possible
 Ask for & give constructive information on such

issues as production, quality and safety
 Communicate goals/objectives and action plans to

the people involved
 Objectives – SMART – Simple, Measurable,

Achievable, Reasonable/Realistic, Time-bound

ST. JOSEPH
TECHNICAL

 Identify and communicate issues arising in the

workplace
 Identify issues and problems as they come out
 Organize information regarding problems and issues

coherently to ensure clear and effective
communication
 Initiate dialogue with appropriate personnel
 Raise communication problems and issues as they

come out

ST. JOSEPH
TECHNICAL
Basic Skill: Teamwork (1) ACADEMY
• Lead small teams

 Provide team leadership.

 Identify work requirements and present to team
members
 Client Profile
 Assignment instructions
 Communicate reasons for instructions and

requirements to team members
 Recognize team members’ queries and

concerns, discuss and deal with
 Roster/shift details
ST. JOSEPH
TECHNICAL

 Assign responsibilities among members.

 Allocate duties and responsibilities with regard to
the skills, knowledge and aptitude required to
properly perform the assigned task and according
to company policy
 Assign duties in consideration to individual

preference, domestic and personal considerations,
whenever possible

ST. JOSEPH
TECHNICAL

 Set performance expectation for team members.

 Establish performance expectations based on client
needs and according to assignment requirements
 Performance expectations are based on individual

team members duties and area of responsibility
 Performance expectations are discussed and

disseminated to individual team members

ST. JOSEPH
TECHNICAL

 Supervise team performance

 Monitor the performance against defined
performance criteria and/or assignment instructions
and take corrective action, if needed
 Formal/informal process
 Provide feedback, positive support and advice on

strategies to overcome any deficiencies
 Refer performance issues that cannot be

corrected within the team, and refer to appropriate
personnel according to employer policy
 Work output, work quality, team participation, compliance
with workplace protocols, safety, customer service
ST. JOSEPH
TECHNICAL

 Supervise team performance

 Keep informing team members of any changes in
the priority allocated to assignments or tasks which
might impact on client/customer needs and
satisfaction
 Monitor team operations to ensure that

employer/client needs and requirements are met
 Provide follow-up communication on all issues

affecting the team
 Complete all relevant documentation (reports) in

accordance with company procedures
ST. JOSEPH
TECHNICAL
Basic Skill: Negotiation (1) ACADEMY
• Develop and practice negotiation skills

 Identify relevant information in planning

negotiations
 Identify information on preparing for negotiation
and include in the plan
 Identify information on active listening and

include in the plan
 Identify information on different questioning

techniques and include in the plan
 Check information to ensure it is correct and up-to-

date

ST. JOSEPH
TECHNICAL

 Participate in negotiations
 Agree on criteria for successful outcome, by all
parties
 Consider the desired outcome of all parties
 Use appropriate language throughout the

negotiation
 Use a variety of questioning techniques (open/close

questions)
 Document issues and processes that are agreed

upon by all parties

ST. JOSEPH
TECHNICAL

 Participate in negotiations
 Discuss possible solutions and assess their viability
 Confirm any areas for agreement and put on record

accordingly
 All parties should agreed on any follow-up action
 Document areas for agreement

ST. JOSEPH
TECHNICAL
Basic Skill: Problem-solving (1) ACADEMY
• Solve workplace problems related to work

activities
 Identify the problem.

 Identify variances/differences from normal
operating parameters; and product quality
 Define the extent, cause and nature of the problem

through observation, investigation and analytical
techniques
 State the problems clearly, and specify
 Non – routine process and quality problems, Equipment

selection, availability and failure, Teamwork and work
allocation problem, Safety and emergency situations and
incidents
ST. JOSEPH
TECHNICAL

activities
 Determine the possible cause/s of the problem.

 Identify possible causes based on experience and
the use of problem solving tools / analytical
techniques.
 Develop possible cause statements based on

findings
 Identify root causes based on results of

investigation conducted
 Root cause analysis – 5 whys

ST. JOSEPH
TECHNICAL

activities
 Determine corrective action.

 Consider all possible options to solve the problem
 Consider the strengths and weaknesses of possible

options
 Determine the corrective actions to resolve the

problem and possible future causes
 Develop action plans identifying measurable

objectives, resource needs and timelines in
accordance with safety and operating procedures

ST. JOSEPH
TECHNICAL

activities
 Provide recommendation/s to manager

 Prepare report on recommendations
 Present recommendations to appropriate personnel.
 Follow-up on recommendations, if required

ST. JOSEPH
TECHNICAL
Basic Skill: Math (1) ACADEMY
• Use mathematical concepts and techniques

 Identify mathematical tools and techniques to

solve problem
 Identify problem areas based on given condition
 Mathematical techniques are selected based on

the given problem
 Four fundamental operations (+ - * /)
 Measurements (length, weight, time, temperature,

etc)
 Use/Conversion of units of measurements
 Use of standard formulas (total, average, percentage,

area, fraction, proportion)
ST. JOSEPH
TECHNICAL

 Apply mathematical procedures/solution

 Apply mathematical techniques based on the
problem identified
 Perform mathematical computations to the level of

accuracy required for the problem
 Determine results of mathematical computation and

verify based on job requirements

ST. JOSEPH
TECHNICAL

 Analyze results
 Review the result of use the math computations
based on the expected and required specifications
and outcome
 Apply appropriate action in case of error
 Review the use of mathematical techniques

(e.g. recalculation, re-modeling)
 Report error to immediate superior for proper

action

ST. JOSEPH
TECHNICAL
Basic Skill: Use Technology (1) ACADEMY
• Use relevant technologies

 Study/select appropriate technology

 Determine the usage of different technologies
based on job requirements
 Office technology
 Industrial technology
 System technology
 Information technology
 Training technology
 Select the appropriate technology as per work

specification

ST. JOSEPH
TECHNICAL

 Apply relevant technology

 Use the relevant technology effectively in carrying
out the task/job
 Use the applicable software and hardware as per

task/job requirement
 Observe management concepts and practice, as

per established industry practices
 Real Time Management, KAIZEN or continuous
improvement, 5s, Total Quality Management, Other
management/productivity tools

ST. JOSEPH
TECHNICAL

 Maintain/enhance relevant technology

 Apply maintaining the use of technology in
accordance with the industry standard operating
procedure, manufacturer’s operating
guidelines and occupational health and safety
procedure to ensure its operative ability
 Written guidelines relative to the usage of office
technology/equipment; Verbal advise/instruction from the
co-worker; Written instruction/manuals of specific
technology/ equipment; General instruction manual; Verbal
advise from manufacturer relative to the operation of
equipment

ST. JOSEPH
TECHNICAL

 Maintain/enhance relevant technology

 Maintain updating of technology through continuing
education or training in accordance with job
requirement
 Report technology failure/defect to the

concern/responsible person or section for
appropriate action
 Implementing preventive maintenance schedule
 Coordinating with manufacturer’s technician

ST. JOSEPH
TECHNICAL
Common Skill: Assigning (1) ACADEMY
• Roster staff
 Develop and implement staff rosters

 Develop staff rosters in accordance with company
agreements and wage budgets.
 Roster: An individual department
 A whole establishment
 A specific project
 Agreement: Number of hours worked in a given shift
 Overall number of hours allocated to different staff

members
 Breaks between shifts
 Nature of duties allocated
 Use of permanent or casual staff

ST. JOSEPH
TECHNICAL
Roster ACADEMY

ST. JOSEPH
TECHNICAL
• Roster staff

 Maximize operational efficiency and customer
service levels while minimizing wage costs in roster
development.
 Combine duties where appropriate to ensure

effective use of staff.
 Utilize the available skills base appropriately to

roster the most effective mix of staff and to meet
different operational requirements.
 Present rosters in required formats to ensure clarity

of information in accordance with company standards.
ST. JOSEPH
TECHNICAL
• Roster staff

 Communicate rosters to appropriate colleagues
within designated timelines.
 Maintain staff records

 Complete time sheets and other documentation
accurately and within designated timelines.
 Update staff records accurately and maintain or

store in accordance with establishment procedures.

ST. JOSEPH
TECHNICAL
Common Skill: Stock Management (1) ACADEMY
• Control and order stock

 Maintain stock levels and records

 Monitor stock levels, and maintain according to
company requirements.
 Food, Beverages
 Equipment such as maintenance and cleaning equipment,

office equipment
 Linen
 Stationery
 Brochures and promotional materials
 Cleaning supplies and chemicals
 Vouchers and tickets
 Souvenir products
ST. JOSEPH
TECHNICAL

 Maintain stock levels and records

 Monitor stock security and adjust systems as
required.
 Monitor stock reorder cycles, and adjust as

required.
 Inform colleagues of their individual responsibilities

in regard to the reordering of stock.
 Maintain records of stock storage and movement, in
accordance with company procedures.
 Monitor stock performance, and identify/report fast/slow-

selling items in accordance with company procedures.
ST. JOSEPH
TECHNICAL

 Process stock orders

 Process orders for stock accurately and in
accordance with company procedures.
 Maintain stock levels are maintained and ensure

recorded information is complete, correct and
current.
 Check incoming stock against purchase and supply

agreements and all necessary details are recorded

ST. JOSEPH
TECHNICAL

 Minimize stock losses

 Identify stock losses, and record according to
company procedures.
 Report losses in accordance with company

procedures.
 Identify avoidable losses and establish reasons

behind these losses.
 Recommend solutions to loss situations, and

implement related procedures to prevent future
avoidable losses.

ST. JOSEPH
TECHNICAL

 Follow-up orders
 Monitor the delivery process to ensure agreed
deadlines are met.
 Ensure continuity of supply by coordinating with

colleagues and suppliers.
 Follow up routine supply problems or refer to the

appropriate person in accordance with company
policy.
 Distribute stock to agreed locations.

ST. JOSEPH
TECHNICAL

 Organize and administer stocks

 Organize stocks at appropriate intervals according
to company policy and procedures.
 Allocate stocktaking responsibilities to staff.
 Produce accurate stock reports within designated

timelines.

ST. JOSEPH
TECHNICAL
Common Skill: Trainer (1) ACADEMY
• Train small groups

 Prepare for training

 Identify specific training needs, and confirm
through consultation with appropriate
personnel.
 Industry/enterprise or other performance competency
standards
 Industry/workplace training practices
 Job descriptions
 Results of training needs analysis
 Business plans of the organization which identify skill

development requirements
 Standard operating and/or other workplace procedures

ST. JOSEPH
TECHNICAL


 Identify specific training needs and confirm through
consultation with appropriate personnel.
 Team leaders/supervisors/technical experts
 Managers/employers
 Training and assessment coordinators
 Training participants
 Representative from government regulatory bodies
 Union/employee representatives

ST. JOSEPH
TECHNICAL


 Match/correspond training objectives to identify
competency development needs.
 Plan training approaches and document them.

ST. JOSEPH
TECHNICAL

 Deliver training
 Conduct training in a safe and accessible
environment.
 Select training delivery methods appropriate to

the participant(s) needs, trainer availability, location
and resources.
 Presentations, Demonstrations
 Explanations, Problem solving
 Mentoring, Experiential learning
 Group work,
 Job rotation
ST. JOSEPH
TECHNICAL

 Deliver training
 Use strategies and techniques which simplify the
learning process.
 Active listening, Targeted questioning
 Points of clarification
 Group discussions
 Discuss training objectives, sequence of activities

and assessment processes with training
participant(s).
 Use a systematic approach to training to meet

specific needs of training participant(s).
ST. JOSEPH
TECHNICAL

 Provide opportunities for practices

 Provide practice opportunities to ensure that the
participants achieve the components of
competency.
 Task skill
 Task management skills
 Contingency management skills
 Job/role environment skills
 Transfer and application of skills and knowledge of

new contents

ST. JOSEPH
TECHNICAL

 Provide opportunities for practices

 Use different methods to encourage learning to
meet the individual needs of participants.
 Cultural, language, and educational background
 Gender
 Physical ability
 Level of confidence, nervousness or anxiety
 Age
 Previous experience with the topic
 Experience in training and assessment

ST. JOSEPH
TECHNICAL

 Review training
 Encourage participants to self evaluate
performance, and identify areas for improvement.
 Monitor participants’ readiness for assessment and

provide assistance with the collection of evidence
for satisfactory performance.
 Evaluate training against objectives in the context

of self-assessment, participant feedback, supervisor
comments and measurements.

ST. JOSEPH
TECHNICAL

 Review training
 Record training details according to enterprise and
legislative requirements.
 Use results of evaluation to guide further training.

Common Skill: Business Relationships ST. JOSEPH

TECHNICAL
(1) ACADEMY
• Establish and conduct business relationships

 Establish and conduct business relationships

 Establish relationships in a manner that promotes
goodwill and trust between the enterprise, its
customers and suppliers.
 Customers
 Suppliers
 Government agencies
 Concessionaires
 Build trust and respect in business relationships

through use of effective communication skills and
techniques

TECHNICAL
(2) ACADEMY

 Establish and conduct business relationships

 Identify opportunities to maintain regular contact
with customers and suppliers, and take up.
 Informal social occasions
 Industry functions
 Association membership
 Co-operative promotions
 Program of regular telephone contact


TECHNICAL
(3) ACADEMY

 Conduct negotiations
 Conduct negotiations in a business-like and
professional manner within the relevant cultural
context.
 Corporate accounts
 Service contacts
 Agency agreements
 Venue contracts
 Rate negotiations
 Marketing agreements
 Preferred product agreements


TECHNICAL
(4) ACADEMY

 Conduct negotiations in the context of the current
enterprise marketing focus.
 Maximize benefits for all parties in the negotiation

through use of established techniques and in the
context of establishing long term relationships.
 Identification of goals, limits
 Clarification of needs of all parties
 Identifying points of agreement and points of difference
 Preparatory research of facts
 Active listening and questioning


TECHNICAL
(5) ACADEMY

 Maximize benefits for all parties in the negotiation
through use of established techniques and in the
context of establishing long term relationships.
 Non-verbal communication techniques
 Appropriate language
 Bargaining
 Developing options
 Confirming agreements
 Appropriate cultural behavior


TECHNICAL
(6) ACADEMY

 Include all feedback and input from colleagues into
the negotiation.
 Communicate the results of negotiations to

appropriate colleagues and stakeholders within the
appropriate timeframes.


TECHNICAL
(7) ACADEMY

 Make formal business agreements

 Confirm agreements in writing using formal
contracts and in accordance to enterprise
requirements.
 Check and obtain/get appropriate approvals for all

aspects of formal agreements in accordance with
enterprise procedures.
 Identify the need for specialist advice in the

development of contracts, and request where an
expert is needed.


TECHNICAL
(8) ACADEMY

 Foster and maintain business relationships

 Seek, review & act on information needed to
maintain sound business relationships pro-actively.
 Honor agreements within the scope of individual

responsibility.
 Make adjustments to agreements in consultation

with the customer/supplier, and share information
with appropriate colleagues.
 Nurture/maintain relationships through regular

contact.

ST. JOSEPH
TECHNICAL
ACADEMY
NC II
Basic Competencies/
Skills

ST. JOSEPH
TECHNICAL
Career Professionalism (1) ACADEMY
• Integrate personal objectives with organizational

goals
 Pursue personal growth and work plans towards

improving the qualifications set for the profession
 Maintain intra- and interpersonal relationships in

the course of managing oneself based on
performance evaluation
 Performance Appraisal, Psychological Profile, Aptitude
Tests
 Demonstrate commitment to the organization and

its goal in the performance of duties

ST. JOSEPH
TECHNICAL
• Set and meet work priorities

 Prioritize competing demands to achieve personal,

team and organizational goals and objectives.
 Use resources efficiently and effectively to

manage work priorities and commitments
 Human, Financial, Technology
 Follow practices along economic use and

maintenance of equipment and facilities as per
established procedures

ST. JOSEPH
TECHNICAL
• Maintain professional growth and development

 Identify trainings and career opportunities, and

avail of based on job requirements
 Participation in training programs – Technical,
Supervisory, Managerial,
 Continuing Education
 Serving as Resource Persons in conferences and

workshops
 Strive for recognitions and demonstrate as proof

of career advancement
 Recommendations, Citations, Certificate of Appreciations,
Commendations, Awards, Tangible and Intangible
Rewards
ST. JOSEPH
TECHNICAL
• Maintain professional growth and development

 Obtain/get licenses and/or certifications

relevant to job and career, and renew them as
required
 National Certificates
 Certificate of Competency
 Support Level Licenses
 Professional Licenses

ST. JOSEPH
TECHNICAL
Health & Safety (1) ACADEMY
• Identify hazards and risks

 Clarify safety regulations and workplace safety

and hazard control practices and procedures, and
explain them based on organization procedures
 Clean Air Act, Building code, National Electrical and Fire
Safety Codes, Waste management statutes and rules,
Philippine Occupational Safety and Health Standards,
DOLE regulations on safety legal requirements, ECC
regulations

ST. JOSEPH
TECHNICAL

 Identify hazards/risks in the workplace and their

corresponding indicators to minimize or eliminate
risk to co-workers, workplace and environment in
accordance with organization procedures
 Physical hazards – impact, illumination, pressure, noise,
vibration, temperature, radiation
 Biological hazards- bacteria, viruses, plants, parasites,

mites, molds, fungi, insects
 Chemical hazards – dusts, fibers, mists, fumes, smoke,

gasses, vapors

ST. JOSEPH
TECHNICAL

 Identify hazards/risks in the workplace and their

corresponding indicators to minimize or eliminate
risk to co-workers, workplace and environment in
accordance with organization procedures
 Ergonomics
 Psychological factors – over exertion/ excessive force,

awkward/static positions, fatigue, direct pressure, varying
metabolic cycles
 Physiological factors – monotony, personal relationship,

work out cycle

ST. JOSEPH
TECHNICAL

 Recognize contingency measures during

workplace accidents, fire and other emergencies,
and establish in accordance with organization
procedures
 Evacuation
 Isolation
 Decontamination
 Calling emergency personnel

ST. JOSEPH
TECHNICAL
• Evaluate hazards and risks

 Identify terms of maximum tolerable limits which

when exceeded will result in harm or damage
based on threshold limit values (TLV)
 Determine effects of the hazards
 Report OHS issues and/or concerns and identified

safety hazards to designated personnel in
accordance with workplace requirements and
relevant workplace OHS legislation

ST. JOSEPH
TECHNICAL
• Control hazards and risks

 Follow Occupational Health and Safety (OHS)

procedures for controlling hazards/risks in
workplace consistently
 Follow procedures for dealing with workplace

accidents, fire and emergencies in accordance with
organization OHS policies
 Use personal protective equipment (PPE)

correctly, in accordance with organization OHS
procedures and practices
 Mask, Gloves, Goggles, Hair Net/cap/bonnet, Face mask/shield,
Ear muffs, Apron/Gown/coverall/jump suit, Anti-static suits
ST. JOSEPH
TECHNICAL
• Control hazards and risks

 Provide appropriate assistance in the event of a

workplace emergency in accordance with
established organization protocol

ST. JOSEPH
TECHNICAL
• Maintain OHS awareness

 Participate in emergency-related drills and

trainings as per established organization
guidelines and procedures
 Fire drill, Earthquake drill, Basic life support/CPR, First
aid, Spillage control, Decontamination of chemical and
toxic, Disaster preparedness/management
 Complete & update OHS personal records in

accordance with workplace requirements
 Medical/Health records, Incident reports, Accident
reports, OHS-related training completed

ST. JOSEPH
TECHNICAL
Industry Knowledge (1) ACADEMY
• Seek information on the industry

 Identify sources of information on the industry

correctly, and access them
 Media, reference books, libraries, unions, industry
associations, industry journals, internet, personal
observation and experience
 Obtain information to assist effective work

performance in line with job requirements
 different sectors of the industry and the services available
in each sector
 relationship between tourism and hospitality

ST. JOSEPH
TECHNICAL


 relationship between the industry and other industries
 industry working conditions
 legislation that affects the industry
 liquor
 health and safety
 hygiene
 gaming

ST. JOSEPH
TECHNICAL


 legislation that affects the industry
 workers compensation
 consumer protection
 duty of care
 building regulations
 trade unions environmental issues and requirements
 industrial relations issues and major organizations

ST. JOSEPH
TECHNICAL


performance is obtained in line with job
requirements
 career opportunities within the industry
 work ethic required to work in the industry and industry

expectations of staff
 quality assurance
 Access and update specific information on sector

of work
 Apply industry information correctly to day-to-day

work activities
ST. JOSEPH
TECHNICAL
• Update industry knowledge

 Informal and/or formal research is used to update

general knowledge of the industry
 Updated knowledge is shared with customers and

colleagues as appropriate and incorporated into
day-to-day working activities

ST. JOSEPH
TECHNICAL
Workplace Hygiene (1) ACADEMY
• Follow hygiene procedures

 Implement workplace hygiene procedures in line

with enterprise and legal requirements
 safe and hygienic handling of food and beverage
 regular hand washing
 correct food storage
 appropriate and clean clothing
 avoidance of cross-contamination
 safe handling disposal of linen and laundry
 appropriate handling and disposal of garbage

ST. JOSEPH
TECHNICAL
• Follow hygiene procedures

 Implement workplace hygiene procedures in line

 cleaning and sanitizing procedures
 personal hygiene
 Undertake handling and storage of items in line


ST. JOSEPH
TECHNICAL
• Identify and prevent hygiene risks

 Identify potential hygiene risks in line with

enterprise procedures
 bacterial and other contamination arising from poor
handling of food
 inappropriate storage of foods
 storage at incorrect temperatures
 foods left uncovered
 poor personal hygiene practices
 poor work practices
 cleaning
 housekeeping
ST. JOSEPH
TECHNICAL


 poor work practices
 food handling
 vermin
 airborne dust
 cross-contamination through cleaning inappropriate

cleaning practices
 inappropriate handling of potentially infectious linen
 contaminated wastes such as blood and body secretions

ST. JOSEPH
TECHNICAL


 disposal of garbage and contaminated or potentially
contaminated wastes
 Take action to minimize and remove risks

within scope of individual responsibility of
enterprise/legal requirements
 auditing staff skills and providing training
 ensuring policies and procedures are followed strictly
 audits or incidents with follow up actions

ST. JOSEPH
TECHNICAL

 Report hygiene risks beyond the control of

individual staff members to the appropriate person
for follow up

ST. JOSEPH
TECHNICAL
Operate Computer (1) ACADEMY
• Plan and prepare for task to be undertaken

 Determine requirements of task
 Select appropriate hardware and software

according to task assigned and required outcome
 Plan task to ensure OH & S guidelines and

procedures are followed
• Input data into computer
 Enter data into the computer using appropriate

program/application in accordance with company
procedures (word document, excel worksheet,
powerpoint presentation, database)
ST. JOSEPH
TECHNICAL
• Input data into computer

 Check accuracy of information and save

information in accordance with standard operating
procedures
 Store inputted data in storage media according to

requirements
 Perform work within ergonomic guidelines

ST. JOSEPH
TECHNICAL
• Access information using computer

 Select correct program/application based on job

requirements
 Access program/application containing the

information required according to company
procedures
 Select desktop icons correctly, open and close for

navigation purposes
 Carry out keyboard techniques in line with OH & S

requirements for safe use of keyboards

ST. JOSEPH
TECHNICAL
• Produce/output data using computer system

 Process entered data using appropriate software

commands
 Print out data as required using computer

hardware/peripheral devices in accordance with
standard operating procedures
 Transfer files and data between compatible

systems using computer software, hardware/
peripheral devices in accordance with standard
operating procedures

ST. JOSEPH
TECHNICAL
• Maintain computer equipment and systems

 Implement systems for cleaning, minor

maintenance and replacement of consumables
 Implement procedures for ensuring security of

data, including regular back-ups and virus checks
in accordance with standard operating procedures
 Implement basic file maintenance procedures in

line with the standard operating procedures

ST. JOSEPH
TECHNICAL
Workplace Safety (1) ACADEMY
• Follow workplace procedures for health, safety and

security practices
 Follow correct health, safety and security

procedures in line with legislation, regulations
and enterprise procedures
 use of personal protective clothing and equipment
 safe posture including sitting, standing, bending
 manual handling including lifting, transferring
 safe work techniques including knives and equipment,

handling hot surfaces, computers and electronic
equipment
 safe handling of chemicals, poisons and dangerous

materials
ST. JOSEPH
TECHNICAL

security practices
 Follow correct health, safety and security

procedures in line with legislation, regulations
and enterprise procedures
 ergonomically sound furniture and work stations
 emergency fire and accident
 hazard identification and control
 security of documents, cash, equipment, people
 key control systems

ST. JOSEPH
TECHNICAL

security practices
 Identify breaches of health, safety and

security procedures, and report in line with
enterprise procedure
 loss of keys
 strange or suspicious persons
 broken or malfunctioning equipment
 loss of property, goods or materials
 damaged property or fittings
 lack of suitable signage when required

ST. JOSEPH
TECHNICAL

security practices
 Identify breaches of health, safety and

security procedures and report in line with
 lack of training on health and safety issues
 unsafe work practices
 Report suspicious behavior or unusual occurrence

in line with enterprise procedure

ST. JOSEPH
TECHNICAL
• Deal with emergency situations

 Recognize emergency and potential

emergency situations, and take appropriate
action within individual’s scope of responsibility
 personal injuries
 fire
 electrocution
 natural calamity i.e. earthquake/flood
 criminal acts i.e. robbery
 Follow emergency procedures in line with


ST. JOSEPH
TECHNICAL
• Deal with emergency situations

 Request assistance from colleagues to resolve or

respond to emergency situations
 Report details of emergency situations in line with

• Maintain safe personal presentation standards
 Identify safe personal standards, and follow, in

line with enterprise requirements

ST. JOSEPH
TECHNICAL
Customer Service (1) ACADEMY
• Greet customer
 Greet guests in line with enterprise procedure
 Use verbal and non-verbal communications, ase

appropriate to the given situation
 Observe non-verbal communication of

customer, when responding to customer
 body language
 dress and accessories
 gestures and mannerisms
 voice tonality and volume

ST. JOSEPH
TECHNICAL
• Greet customer
 Observe non-verbal communication of

customer, when responding to customer
 use of space
 culturally specific communication customs and practices
 Demonstrate sensitivity to cultural and social

differences
 modes of greeting, farewelling and conversation
 body language/use of body gestures
 formality of language

ST. JOSEPH
TECHNICAL
• Identify customer needs

 Use appropriate interpersonal skills to ensure

that customer needs are accurately identified
 interactive communication
 public relation
 good working attitude
 sincerity
 pleasant disposition
 effective communication skills

ST. JOSEPH
TECHNICAL

 Customer needs are assessed for urgency so

that priority for service delivery can be identified
 those with a disability
 those with special cultural or language needs
 unaccompanied children
 parents with young children
 pregnant women
 single women
 Customers are provided with information

ST. JOSEPH
TECHNICAL

 Personal limitation in addressing customer needs

is identified and where appropriate, assistance is
sought from supervisor
• Deliver service to Customer
 Attend to customer needs promptly in line with

 modes of greeting and farewell
 addressing the person by name
 time-lapse before a response
 style manual requirements

ST. JOSEPH
TECHNICAL

 Attend to customer needs promptly, in line with

 standard letters and pro-forma
 Maintain appropriate rapport with customer to

enable high quality service delivery
 Take opportunity to enhance the quality of service

and products wherever possible

ST. JOSEPH
TECHNICAL
• Handle queries through telephone, fax machine,

internet and email
 Use telephone, computer, fax machine, internet

efficiently to determine customer requirements
 Record queries/information in line with enterprise

procedure
 Act upon queries promptly and correctly in line

with enterprise procedure

ST. JOSEPH
TECHNICAL
• Handle complaints, evaluation and

recommendations
 Greet guests with a smile and eye-to-eye contact
 Take responsibility for resolving the complaint

within limit of responsibility
 Establish the nature and details of complaint, and

as agreed with the customer
 Take appropriate action to resolve the complaint

to the customers satisfaction wherever possible

ST. JOSEPH
TECHNICAL
ACADEMY
End

Events Management - Basic &amp; Common Competencies

Hochgeladen von

Dokumentinformationen

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

Events Management - Basic &amp; Common Competencies

Hochgeladen von

Copyright:

Verfügbare Formate

ST.

Events Management Services NC III

Events Coordinator ACADEMY

ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY - 2007 2

• The trainee/graduate will be able to:

 Plan and develop an event proposal

 On-site event management

• Take Tesda Competency Assessment for National

ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY - 2007 3

Training period ACADEMY

• Nominal Training Duration:

• TOTAL: 108 Hrs = 13.5 days (8 Hrs/day)

• Begin: August 7, 2017

• Assessment date: ???

ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY - 2007 4

ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY - 2007 5

Basic Skill: Communication (1) ACADEMY

• Lead workplace communication

 Communicate information about workplace

Basic Skill: Communication (2) ACADEMY

• Lead workplace communication

 Communicate information about workplace

 Use questions to get extra/needed information

 Identify correct sources of information

 Select information and organize correctly

 Report verbally or in writing when required

 Maintain communication in all situations

ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY - 2007 7

Basic Skill: Communication (3) ACADEMY

• Lead workplace communication

 Lead discussions in the workplace

 Give answers/resolutions on workplace issues as

 Ask for & give constructive information on such

 Communicate goals/objectives and action plans to

 Objectives – SMART – Simple, Measurable,

ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY - 2007 8

Basic Skill: Communication (4) ACADEMY

• Lead workplace communication

 Identify and communicate issues arising in the

 Organize information regarding problems and issues

 Initiate dialogue with appropriate personnel

 Raise communication problems and issues as they

ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY - 2007 9

Basic Skill: Teamwork (1) ACADEMY

• Lead small teams

 Provide team leadership.

 Communicate reasons for instructions and

 Recognize team members’ queries and

Basic Skill: Teamwork (2) ACADEMY

• Lead small teams

 Assign responsibilities among members.

 Assign duties in consideration to individual

ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY - 2007 11

Basic Skill: Teamwork (3) ACADEMY

• Lead small teams

 Set performance expectation for team members.

 Performance expectations are based on individual

 Performance expectations are discussed and

ST. JOSEPH TECHNICAL ACADEMY OF DAVAO CITY - 2007 12

Basic Skill: Teamwork (4) ACADEMY

• Lead small teams

 Supervise team performance

 Provide feedback, positive support and advice on

 Refer performance issues that cannot be

Events Management - Basic & Common Competencies

Events Management - Basic & Common Competencies