[Link] good morning everyone so today i am going to demonstrate the kanda competency

assessment in a trainer's methodology level one okay so let's start so

good morning everyone so uh my name is Rochelle Jurado and i will be your competency assessor for
hilot wellness massage in nc2 so i would like to acknowledge the presence of our processing officer mr
rani kuntad our ac manager mr aljumaru tagdat and our uh tester presentee from testa provincial office
uh mariemil ramirez okay so good morning mom good morning sir so you don't need

[Link] to worry about your presence they are here to oversee the conduct of the assessment
and to check if the conduct of the assessment is in line with the prescribed competency assessment
methodology and procedure okay so before we proceed please submit your admission sleep thank you
thank you okay so as i called your name please raise your hand to confirm your attendance and sign the
attendance sheet okay anna okay please sign the attendance sheet ben please sign the link sheet okay
so thank you so much so i have here with

[Link] me your accomplish application form and self assessment guide this is an indication that
you know and can perform all the unit competency required on this qualification so i would like to
welcome everyone to our center for our competency assessment forc contact center services and c2 so
the purpose of this assessment is to determine your level of competency okay so today i am going to
administer the competency assessment for contact center services nc2 the qualification for contact
center services nc2

[Link] are composed of basic common and core competency for our core competency we have
communicate effectively in english for customer service perform customer service delivery processes
and demonstrate ability to effectively engage customer okay so the different tasks to be performed for
contact center services nc2 assessment are the following call simulation which is composed of easy and
difficult situation and also the proper handling of difficult and irate customer we will collect evidences
through

[Link] written tests demonstration and oral questioning to determine your knowledge and
skills for contact center services nc2 the assessment method we will use will be written test
demonstration and audit questioning so this assessment method can help to measure your
underpinning skills and knowledge for contact center services and c2 for your personal needs the
laboratory is located at the end of the hallway and if you want to take your meal you can take your meal
at our canteen which is located at our lobby however
[Link] once the assessment started you can no longer leave in the assessment center if you
have difficulties understanding the given instructions please raise your hand so that i can translate so
that i can translate it for you and during the written examination if you have dilemmas writing down
your answer please don't be shy because we can accept your answer verbally okay so if you have uh
questions or clarifications regarding with assessment please raise your hand so that i can help you
however once the assessment started

[Link] please refrain from asking questions because it is no longer allowed okay so with
regards with the result of your assessment and if you have any questions of that one uh you can write an
appeal and you can submit your appeal to the test the provincial office where the assessment center
and the assessor are accredited for the issuance of your national certificate the ac manager will inform
you on where you can get your national certificate within five working days after the assessment and
after the

[Link] assessment if you found to be not competent you don't need to worry because you can
be reassessed anytime at your convenience in case the reassessment is full qualification then you need
to take the whole assessment process and if you found to be competent in some unit competency then
the reassessment will focus in the unit competency where you found to be not yet competent however
if you failed two consecutive assessment if you failed two consecutive assessment you will be advised to
take the refresher course before you can take the

[Link] reassessment and during the assessment proper please observe safety and please wear
your ppe as you perform the task please check all the electrical equipment before plugging it please
observe proper body mechanics in lifting out heavy equipments please avoid a back injuries and if in
case of emergency uh if in case of accident please call my attention so that i can provide you with the
first aid and should the need arise the first aid cabinet is located at the right side of the laundry
workshop

[Link] okay so with regards to the result of your assessment we observe stick confidentiality
this is to ensure your integrity okay the result may only be available to the authorized personnel and
also to the institution where you had your actual uh training so in relation to this the assessment
package is kept in a secure place this is to ensure the integrity of the assessment package so may ask
everyone to please uh refrain from giving information that took place during the assessment process
okay so if you don't have any questions or

[Link] clarifications then i will now distribute the specific instruction since none okay so this is
this specific instruction kindly read instruction carefully and if you have questions or clarifications just
call me attention okay so i can translate that one as well from english to your local dialect so if you need
any assistance just call me attention so now i will give you your assigned number so you will be
candidate number one and you will be candidate number two okay so everybody must be ready now

[Link] candidate number one please follow me and the rest of you please remain as i called
you by your number okay please follow me so candidate number one this is our assessment area where
you are going to undergo the written test demonstration and oral questioning so uh kindly read the
instructions again and if you have questions or clarifications you may ask me right now because once the
assessment started you can no longer ask a question any questions okay since then let's start with the
written exam okay so i will

[Link] give you 30 minutes to answer the written exam time's up please submit the paper okay
now let's proceed to the demonstration so i will give you one hour to perform a call simulation okay to
perform a call simulation so i will be the customer and you will be the agent okay and please observe uh
safety and peace where your ppe has to uh perform the task and please be informed that after the
demonstration there will be an oral questioning okay so let's start printing so assume this time assume
this time

[Link] that you are going to check the performance of the candidate okay thank you so much a
candidate number one now let's proceed to oral questioning so my question candidate number one is
that uh why what are the ways in handling difficult or a great customer okay so us assume this time that
you are going to take note the answer of the candidate if it is correct or wrong okay thank you so much
candidate number one okay let me go back now okay so candidate number two please follow me
candidate number two uh

[Link] this is our assessment area where you are going to undergo written tests demonstration
and oral questioning so uh kindly read the instruction again and if you have any questions or
clarifications you may ask me right now because once the assessment started you can no longer ask a
question any questions since then let's start with the written exam okay so i will give you 30 minutes to
answer that in exam time's up please submit the paper okay so now let's proceed to the demonstration
so i will give you one

[Link] hour to perform a call simulation so i will be the customer and they will be the age okay
so uh welcome back to the demonstration please observe safety precaution and please wear your ppe
and this pin form that after the demonstration there will be an oral questioning okay so let's start ring
ring okay so assume this time that you are going to check the performance of the candidate okay thank
you so much candidate number two now let's proceed the oral questioning so my question candidate
number two is that
[Link] what are the ways in handling difficult for irate customer so assume this time that you
are going to check the uh answer of you are going to take note the answer of the candidate if this wrong
or correct okay thank you so much candidate number two okay so you may go back now okay now let's
proceed to feedbacking okay so uh candidate number one please follow me candidate number one how
was it so candidate number one how do you feel about the assessment okay so candidate number one
uh my observation coincide with your opinion

[Link] see you are uh indeed uh doing well in your uh demonstration okay so you were able to
uh finish the task in a given time or you're able to address the customer's complaint and uh you're able
to uh get the customers information which is very important during the call okay however i have noticed
that you don't sound smart in answering the questions or the questions of the customer but they were
able to address the customer's complaint okay so in your oral questioning uh you were able to provide
all the correct

[Link] answer although you don't sound confident in answering the question in your written
exam you got a perfect score so based on the competency standard i found you competent for contact
center services nc2 okay so please sign the rating sheet and also the competency assessment results
summary okay so this is your copy of your competency assessment result summary okay so for the
issuance of your national certificate the ac manager will inform you on where you can get your national
certificate within five working

[Link] days after the assessment okay so in this regard i would like to say congratulations let
me go back now candidate number two please follow me candidate number two have a seat so
candidate number two uh how do you feel about the assessment okay candidate number two uh in your
demonstration you were able to address the customer's complaint i can say that you are really good in it
however you failed to get the customer's information which is very important during the call and you
were not able to uh

[Link] deliver the opening spill and also you were not able to finish the task in a given time so
based on the competency standard the result is that you are not yet competent however you don't need
to worry because you can be reassessed anytime at your convenience okay so please sign the rating
sheet and also the competency assessment results summary thank you so much this is your copy of your
competency assessment result summary do you have any questions okay thank you so much candidate
number two let me go back now

[Link] okay so everyone uh before you go uh let us clean first the assessment area let us
arrange the tools and equipments okay tools and equipment and uh after that one uh please uh arrange
the equipments as well that we use in the demonstration okay so thank you so much for cleaning the
assessment earlier okay so thank you so much and congratulations let me go now
[Link] good morning everyone okay so let me share to you no the sample script for demo in
conducting competency assessment coc2 okay good morning everyone welcome to tesda provincial
training center for your competency assessment in bookkeeping in C3 so in this phase V assessor should
wear or should present his or her identification card know as a proof that he or she is really accredited
assessor okay my name is you mention your name I am an accredited competency assessor for
bookkeeping in C3 I would like to

[Link] acknowledge the presence of you mention the name of the competency Assessment
Center manager and the name of the tesda representative from tesda provincial office you don't have to
worry about their presence they are here only to oversee the conduct of Competency assessment and to
check if it is in accordance with the prescribed competency assessment methodology and procedures
they will not assess you before I start may I first check the attendance as I call your name please present
to me your admission slep and

[Link] sign in the attendance sheet sheet okay so in this phase you let the candidates sign on
the attendance sheet and then compare the signature of the candidates on the admission sleep against
the signature on the attendance sheet Miss pass please sign here thank you Mr Cruz please sign here
thank you and then you assign each candidate with their corresponding candidate number based on the
attendance sheet let us continue I have here with me your accomplished self assessment guide and this
is an indication that you know and

[Link] can perform all the units of Competency enumerated in the qualification okay so the
assessor the competency assessor in this phase G a an overview no of the qualification to be assessed
today I am going to administer competency assessment for bookkeeping in C3 it is the qualification level
with five core units of competencies namely journalized transactions post transactions prepare trial
balance prepare financial reports and review internal control system the task that you are going to
perform today are journalizing

[Link] transactions of course the source documents will be provided posting transactions
preparing trial balance preparing Financial reports and reviewing internal control system evidences will
be collected through written test and work related project or the demonstration okay so the purpose of
the assessment is to determine the level of your competency and to determine your Knowledge and
Skills in the qualification the assessment method to be used are written test and work related project or
the demonstration
[Link] okay so uh for your personal needs the lavatory and the comfort room is located in front
of this facility so for your meal needs our Cen is located just near the gate however during the
assessment you are not allowed to leave the center okay and if you have difficulty understanding the
given instructions please do not hesitate to inform me because I am willing to translate it for you but
once the assessment has started please refrain from asking questions it is no longer allowed so during
the assessment if you

[Link] have physical or any form of difficulties don't hesitate to call my attention so that I can
address it immediately please also observe safety precautions as you perform the different tasks in case
of accident if any no please call my attention immediately so that I can provide you with the first aid the
first aid cabinet is located at the end of the corner of this facility okay so in case you have some
questions regarding the assessment result you have the right to appeal okay you can submit your appeal
to the tesda provincial

[Link] office where this assessment center and I as your assessor are accredited for the
issuance of the national certificate your e certificate will be sent to your active email address after the
assessment and you are found to be a not yet competent don't worry about it because you can come
back for reassessment anytime or when you feel confident enough that you have acquired the
competence okay on the other hand if you are found to be um competent in some units of Competency
the assessment shall focus on the units

[Link] of Competency okay but also if you failed in a two consecutive assessment you will be
advised to undergo a refresher course before applying for a reassessment Okay so with regards to the
result of this assessment we observe strict confidentiality this is to ensure your integrity okay so the
result is only made available to authorized personnel and to the institution where you had your actual
training okay so may I also ask all of you to refrain from giving away any information that took place
during the assessment process

[Link] all right so do you have any questions or clarifications okay so everybody must be ready
now so this is your assessment area where you are going to answer the written test and then to
demonstrate the work rated projects prepared for you okay so the written test consist of 50 multiple
choice questions and you're going to answer it in just 30 minutes no so at this point I will give you the
Specific Instructions okay so this time so this phase no you explain your Specific Instructions to the
candidate okay so

[Link] you have to stick and discuss to what the candidate should demonstrate mention how
many hours should the task be completed okay for example you will be given 30 minutes to answer the
written test this is a multiple choice type of test and you write your answers on the answer sheet
provided after which you submit your paper to me okay for example uh let's uh presume no after which
okay you may start now the time is okay after a couple of minutes time's up I hope you were able to
answer the questions okay so specific instruction

[Link] for the uh next part no the work rated project okay next part will be the demonstration
of the work rated projects uh since we are in the bookkeeping Source documents will be provided for
you you are required to journalize transactions post transactions and then prepare trial balance prepare
financial reports such as the balance sheet income statement statement of cash flows you need four
hours to complete all these tasks okay so do you have any questions or clarifications please raise them
now

[Link] because as soon as the assessment begins you can no longer ask questions if there are
no more you may begin now the time is okay you set your time so after 4 hours okay time's up please uh
um make sure also that during the assessment no you have to monitor uh you have to observe no the
candidates for that for hours okay okay time up please allow me a couple of minutes to check your
answer I'll get back to you as soon as I am done checking okay so presuming that it is done checking so
now let's move on to

[Link] providing feedback on the assessment okay how do we provide feedback okay so for the
competent candidate we give the strong uh points to the candidate followed by the weak points so start
with the strong points followed by the weak points okay for example you call the candidate okay Miss
pass please uh take your seats okay so how did you feel about the assessment okay so the result of your
written examination as well as your demonstration of the core competencies shows that you have the
Knowledge and

[Link] Skills in performing the task you are indeed confident in performing the demonstration
of bookkeeping in C3 furthermore you were able to answer the written test correctly at this point I
would like to congratulate you miss pass for a job well done you performed the task within the standard
requirements of the qualification so here is your rating sheet please affix your signature on this portion
thank you here is also the competency assessment result summary please sign in the appropriate space
okay thank you

[Link] again congratulations okay so let's move on to how do we provide feedback on the not
uh competent not yet competent uh candidate okay so you call the name how do you feel about the
assessment okay so in that manner what will you do if you'll be asked to demonstrate performing that
again okay so you were able to do some of the the required tasks actually you were able to journalize
transactions correctly however uh there are lots of errors in posing transactions and you were not able
to perform the trial
[Link] balance okay and then furthermore you were not able to answer the to provide a
correct answer on the written test okay I am sorry you were not able to perform within the standard
requirements of the qualification on okay so you have to review and practice the activities related to the
competency requirements of the qualification okay so you can come back any time when you feel
confident enough that you have acquired the competence okay so here is your rating sheet please affix
your signature on this

[Link] portion thank you here's also your competency assessment result summary please sign
in the appropriate space okay thank you all right so that's all so that's how we do uh conducting
competency assessment and this is the sample script L for the qualification in bookkeeping in C3 okay so
thank you so much time check is uh 13 minutes no so the time allocated in this uh for demonstration no
during the actual assessment is 20 minutes okay so because we presume everything here so that is why
we just have 13 minutes okay

[Link] so thank you so much and I hope that you learn this uh from this presentation okay