EVIDENCE PLAN

Competency NC II QUALIFICATION
Standards:
PARTICIPATE IN WORKPLACE
Unit of Competency
COMMUNICATION
T 21st Century Skills,
h STEM, Green / Blue
P
Ways in which evidence will be collected: i TVET, GAD
Perfo o
r integration
rman r
d
ce O t
G G 2 S
Test r f
P R e 1 T
(Dem a o st
a E n E
onstr l li
W r E d C M
ation/ I o
rit t N er e
Obse n
te y / a n
rvatio t A
n B n t
n) e s
te R L d u
with r s
Learning st e U D r
The evidence must show that the trainee... Oral v e
outcomes p E e y
Ques i s
o T v S
tionin e s
r V el ki
g w m
t E o ll
e
T p s
n
m
t
e
nt
Obtain and 1.1 access specific and relevant information X X
convey from appropriate Sources* ✔ ✔
 1.2 gathers and conveys questioning, active listening ✔
and speaking skills used Information X X ✔
workplace
1.3 transfers appropriate medium used to ✔ ✔
information information and ideas* X X
1.4 performs appropriate verbal and nonverbal ✔ ✔
communication*
X X

✔
1.5 identifies and follows appropriate lines of X X ✔
communication with supervisors and colleagues
1.6 uses define workplace procedures for the location ✔ ✔
and storage of information* X X
1.7 carries out personal interaction clearly and ✔ ✔
concisely
X X
Competency NC II QUALIFICATION
Standards:
PARTICIPATE IN WORKPLACE
Unit of Competency
COMMUNICATION
T 21st Century Skills,
W Performa O P
h STEM, Green / Blue
ri nce Test r o
Ways in which evidence will be collected: i TVET, GAD
tt (Demons a r
e tration/O l t r integration
n bservatio I f d
 G G 2 S
P R e 1 T
st
a E n E
r E d C M
t N er e
y / a n
B n t
R L d u
Learning The evidence must show that the
e U D r
outcomes trainee... t n) with n o p E e y
e Oral t li o T v S
s Question e o r V el ki
t ing r t E o ll
v A T p s
i s m
e s e
w e nt
2. Perform 2.1 reads and interprets written notices and s
instructions in accordance with organizational
duties ✔ ✔
guidelines X X
following
workplace
2.2 follows routine written instruction based on
instructions established procedures X X ✔ ✔
2.3 gives feedback to workplace supervisor based ✔ ✔
instructions/ information received X X

2.4 conducts workplace interactions in a X X

courteous manner ✔ ✔
2.5 seeks and asks for necessary clarifications ✔ ✔
about routine workplace procedures and matters
concerning conditions of employment from X X
appropriate sources
2.6 interprets and implements meeting outcomes ✔ ✔
X X
Competency NC II QUALIFICATION
Standards:
PARTICIPATE IN WORKPLACE
Unit of Competency
COMMUNICATION
T 21st Century Skills,
h STEM, Green / Blue
P
Ways in which evidence will be collected: i TVET, GAD
o
r integration
r
Perfor d
O t
manc G G 2 S
r f
e Test P R e 1 T
W a o st
(Dem a E n E
ri l li
onstra r E d C M
tt I o
tion/O t N er e
e n
bserv y / a n
n t A
ation) B n t
t e s
with R L d u
e r s
Learning Oral e U D r
The evidence must show that the trainee... s v e
outcomes Quest p E e y
t i s
ioning o T v S
e s
r V el ki
w m
t E o ll
e
T p s
n
m
t
e
nt
3. Complete 3.1 completes range of forms relating to conditions of X X
relevant work employment accurately and legibly
related documents ✔ ✔
 3.2 records workplace data on standard workplace
forms and documents ✔ ✔
X X

3.3 identifies and acts upon errors in recording ✔ ✔

information on forms/ documents
X X

3.4 completes reporting requirements to supervisor

according to organizational guidelines X X ✔ ✔

NOTE: *Critical Aspects of Competency

Developed by: Rey N. Jubida Date 11/14/23

:

Checked by: Jayvon Masibay Date 11/14/23

:
DEMONSTRATION /OBSERVATION WITH ORAL QUESTIONING
CHECKLIST

Trainee’s Name: Jayvon Masibay

Trainer’s Name: Rey N. Jubida
Qualification: Basic Competency NCII
Date of assessment: November 14, 2023
Time of assessment: 8:00 am
Instructions for demonstration
Given the necessary materials, tools, and equipment the candidate must be able
to demonstrate workplace communication etiquette in answering a telephone call.

Materials and equipment

Pen, paper, Telephone
✓ to show if evidence is
OBSERVATION
demonstrated
During the demonstration of skills, did the
Yes No N/A
candidate:
1. Demonstrate Prompt Answer □ □ □
2. Greet the caller □ □ □
3. Identify Oneself and the Company □ □ □
4. Listen actively/attentively □ □ □
5. Show Politeness in Confirming Information □ □ □
6. Express willing to Offer Assistance: □ □ □
7. Politely informs and explains the next step to □ □ □
the caller to handle transfers or holds call (if
necessary)Express willing to Offer Assistance

8. Show courteousness in Closing the Call: □ □ □

9. Do Note-Taking (Optional): □ □ □

10. Show and Maintain Professional Tone □ □ □

throughout the conversation

11. Smile While Speaking: □ □ □

12. Perform Closing Formalities: □ □ □

The trainee’s demonstration was:

Satisfactory ❑ Not Satisfactory ❑

Specific Instruction for the Trainee:

Qualification BASIC COMPETENCY NC II

Unit of Competency Participate in a Workplace

Communication

General Instruction:
Given the tools, materials, and equipment perform proper workplace
communication etiquette in answering telephone call.

Specific Instructions:
1. Answer the phone within the first three rings to convey attentiveness.
2. Pick up the phone and greet the caller with a clear and friendly tone.
3. Begin with a standard greeting, including the appropriate time of day
4. Clearly state your name and the name of the company to establish
transparency.
5. Focus on the caller's words without interrupting. Show that you are fully
engaged and attentive.
6. Politely confirm the caller's information or the purpose of the call.
7. Express a willingness to assist and use open-ended questions to invite
further communication.
8. If needed, inform the caller about any necessary transfers or holds.
Clearly explain the process.
9. Thank the caller for reaching out and provide additional assistance if
required.
10. End the call with a formal closing to leave a positive last impression.
11. Maintain a professional and friendly tone throughout the call.
12. If note-taking is necessary, do so discreetly to capture important
details.
 TABLE OF SPECIFICATION

# of
Objectives/Content Rememberin Understandin items/
Applying
area/Topics/LO g g % of
test

Obtain and convey

workplace information 2 2 1 5/50%
#1,4, #2,5 #6

Perform duties following

2 3
workplace instructions 0 5/50%
#3,7 #8,9,10

Complete relevant work

related documents

1 items/ 10items/
TOTAL 4items/40% 5items/50%
10% 100 %
 Written Test

TEST I. Matching Type: Match column A with column B. Draw a line to

match the correct answers.

A B
1. Data Privacy Act of 2012 1. Relationship between the
collection and dissemination of data.
2. Information privacy 2. Transmission of messages or
signals
3. Verbal communication 3. RA 10173
4. Tools/equipment 4. Type of communication where we
use spoken and written words.
5. Non verbal communication 5. medium
TEST II. True/False: Write T if the statement is TRUE, and F when the
statement is FALSE. Write your answer in the space provided before
each numbers.

_________1. Tools/equipment is the relationship between the collection and

dissemination of data.

_________2. RA 10173 is an act of verbal communication.

_________3. Non verbal communication is the transmission of messages or

signals.

________ 4. Verbal communication is the type of communication where we

use spoken and written words.

________ 5. Information privacy is relevant term as an aid to transfer

information effectively.
TEST III. Multiple Choice: Underline the letter of your answer.

1. What is the purpose of verbal communication?

a. Verbal communication occurs when you are communicating and you have
to covey something that cannot be conveyed without talking.
b. Face-to-face meeting
c. Being assured of the identity of the person you are talking to
d. To establish trust

2. What should you be doing when listening to someone?

a. Day dreaming
b. Talking
c. Paying attention, asking questions, and giving verbal cues.
d. Walking

3. Which one of theses is a form of verbal communication?

a. Shaking hands
b. Talking professionally
c. Nodding head
d. Tapping fingers

4. The word communication is derived from _________.

a. Communicare
b. Comunnicare
c. Comunicare
d. Communnicare

5. Which of these is the greatest means of conveying information?

a. Writing
b. Words
c. Sign
d. Pictures

TABLE OF SPECIFICATION

Objectives/ Knowl Comprehe Applic # of

Content edge nsion ation items
area/Topics /

collects 1 2 0 3/20
evidence, facts %
(#2) (#1& 3)
and
information

studies and 1 0 0 1/7%

applies
gathered
data/informatio (#13)
 n*

records and 1 2 1
studies 4/27
(#12) (#5 & 6) (#4) %
data/informatio
n

assesses the 1 1 0
validity of 2/13
(#10) %
data/ (#8)
information

identifies 2 1 0 3/20
trends and %
(#9 (#7/20%/)
anomalies &14)

records studied 2 0 0 2/13

data/informatio %
(11&1
n 5)

analyze interim
and final reports 0 0 0 0
and compares
outcomes to the
criteria

describes data 0 0 0 0
analysis
techniques/
procedure
reports
requirements to
a range of
audiences

states 0 0 0 0
legislation,
policy and
procedures
relating to the
conduct of
evaluations

presents 0 0 0 0
findings to
stakeholders

TOTAL Items 8 6 1 15
 Answer Key

Matching Type:

3 1. Data Privacy Act of 2012

1 2. Information privacy
4 3. Verbal communication
5 4. Tools/equipment
2 5. Non verbal communication

True/False:

1. F
2. F
3. T
4. T
5. F

Multiple Choice:

1. a
2. c
3. b
4. a
 5. b

Oral Questioning Checklist

Trainee name:
Trainer name: Rey N. Jubida
Qualification: Basic Competency NCII
Unit of competency: Participate in a Workplace Communication
Date of assessment: November 14, 2023
Time of assessment: 8:00am
Instructions for Oral Questioning
The trainee will be assessed based on his/her answers to the given questions. The
trainer should not deviate from the standard questions provided herein.
Oral Questions Satisfactory
response

The trainee should answer the following questions: Yes No

1. Why is it important to answer a telephone call promptly in a
□ □
professional setting?
2. How can active listening contribute to effective telephone
□ □
communication?
3. In what ways does identifying yourself and the company
□ □
contribute to a professional telephone conversation?
4. Why is it crucial to handle transfers or holds with clarity and
□ □
courtesy during a phone call?
5. How can you tailor your language to express a genuine
□ □
willingness to assist during a telephone call?
6. Discuss the impact of a professional tone in telephone
□ □
communication.
7. How might you adjust your communication style when
answering a call from a client versus a colleague within the □ □
same organization?
8. What role does note-taking play in handling telephone calls,
□ □
and how can it be done discreetly?
9. Explain the significance of a formal closing at the end of a
□ □
telephone call.
10. How would you handle a challenging situation during a
telephone call, such as an irate customer or a complex □ □
inquiry?
The trainee’s underpinning knowledge was:

Satisfactory □ Not Satisfactory □

Feedback to trainee:

The trainee’s overall performance was:

Satisfactory □ Not Satisfactory □

Trainee’s signature: sgd Date: 11/14/23

Trainer’s signature: sgd Date: 11/14/23

Suggested Questions with Answers for Oral Questioning

Questions with Model Answers

1. Question: Why is it important to answer a telephone call promptly in a professional

setting?

Suggested Answer: Answering promptly establishes a positive first impression,

indicating attentiveness and valuing the caller's time.

2. Question: How can active listening contribute to effective telephone communication?

Suggested Answer: Active listening ensures a full understanding of the caller's needs,
minimizing misunderstandings and demonstrating respect.

3. Question: In what ways does identifying yourself and the company contribute to a
professional telephone conversation?

Suggested Answer: Identifying oneself and the company establishes transparency,

helping build trust and credibility with the caller.

4. Question: Why is it crucial to handle transfers or holds with clarity and courtesy during
a phone call?

Suggested Answer: Clear communication during transfers or holds ensures a smooth

and professional experience, preventing frustration for the caller.

5. Question: How can you tailor your language to express a genuine willingness to
assist during a telephone call?

Suggested Answer: Using open-ended questions, such as "How may I assist you
today?" conveys a genuine willingness to help and encourages further communication.
6. Question: Discuss the impact of a professional tone in telephone communication.

Suggested Answer: A professional tone enhances the overall impression, reflecting

positively on the organization and fostering a positive interaction with the caller.

7. Question: How might you adjust your communication style when answering a call
from a client versus a colleague within the same organization?

Suggested Answer: Adapting to different communication styles ensures effective

interactions; for clients, emphasize clarity and professionalism, while with colleagues,
maintain a balance of friendliness and professionalism.

8. Question: What role does note-taking play in handling telephone calls, and how can it
be done discreetly?

Suggested Answer: Note-taking captures important details for follow-up and can be
done discreetly by using abbreviations or symbols, ensuring a smooth and efficient
conversation.

9. Question: Explain the significance of a formal closing at the end of a telephone call.

Suggested Answer: A formal closing leaves a lasting positive impression, conveying

professionalism and appreciation for the caller's interaction.

10. Question: How would you handle a challenging situation during a telephone call,
such as an irate customer or a complex inquiry?

Suggested Answer: Handling challenging situations involves remaining calm, actively

listening, and providing empathetic responses to address the caller's concerns
effectively.
PORTFOLIO RECORD SHEET

Trainee’s name: Jayvon Mabisay

Trainer’s name: Rey N. Jubida
Competency Standards: BASIC COMPETENCY NCII
Unit of Competency: PARTICIPATE IN A WORKPLACE COMMUNICATION
Item number 001 002 003 004 005 006
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I declare that all evidence presented is my own work and accurately represents my abilities.
Trainee’s signature: sgd Date: 11/14/23