TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY

DEFINITIONS

BASIC COMPETENCIES

Refer to non-technical skills (knowledge, skills and attitudes) that

everybody will need in order to perform satisfactorily at work and in
society and are considered portable and transferable irrespective of jobs
and industrial settings.

LIFE-LONG LEARNING AND CAREER SKILLS

Competency which covers knowledge, skills and attitudes required when

Demonstrating work values, working in diverse environment; developing,
shaping and sustaining strategic thinking and attitudes toward lifelong
learning and career development
NC I
Unit 1:

UNIT OF COMPETENCY : GAIN DEEPER LEVEL OF SELF-AWARENESS

UNIT CODE :
UNIT DESCRIPTOR : Acquire and apply self-knowledge to understand ones abilities,
strengths, interests, skills and talents as seen by self and
others to develop personal, learning and career goals.

PERFORMANCE CRITERIA REQUIRED REQUIRED

ELEMENT Italicized terms are elaborated
KNOWLEDGE SKILLS
in the Range of Variables

1. Handle ones Self-awareness 1.1 influences on and Recognize emotions

relationships, consequences of
1.1 Factors that influence
learning and emotional responses Recognize personal
work emotional responses qualities and
in a learning, social
identified and described. and work-related achievements
context
1.2 realistic sense of their Develop reflective
personal abilities, 1.2 realistic assessment of practice and self-
qualities and strengths their abilities and awareness (strengths
achievements, and and weaknesses
through knowing what
prioritize areas for
they are feeling in the
improvement
moment, and having a
realistic assessment of 1.3 range of learning
their own abilities and a strategies appropriate
to specific tasks and
well-grounded sense of
describe work
self-knowledge and self- practices that assist
confidence are their learning
developed.
1.4 outcomes of personal
1.3 learning, and personal and academic
characteristics that challenges by
reviewing on previous
contribute to or limit their
problem solving and
effectiveness, learning decision making
from successes or strategies and
failures are identified feedback from peers
and evaluated. and teachers.

1.4 emotional states, needs 1.5 knowledge about anti-

drug addiction
and perspectives. In
concepts
developing and acting
with personal and social 1.6 familiarization with
capability are anti-corruption
interpreted. practices, labor laws
and moral values
RANGE OF VARIABLES
VARIABLE RANGE
a. Personal Characteristics Demonstrating a Good Attitude
Gaining and Showing Respect o Demonstrating
Responsibility
Showing Dependability Demonstrating Courtesy
Gaining Co-Workers Trust Persevering
Handling Criticism of Showing Professionalism

b. Presenting Yourself Presenting Yourself: Voice Presenting Yourself:

Appearance
Presenting Yourself: Attitude
Presenting Yourself to Associates
Presenting Written Documents
Presenting Yourself: Conflict
Giving Constructive Criticism
Receiving Criticism Demonstrating Leadership
c. Workplace Ethics Demonstrating Good Work Ethic o Behaving
Appropriately
Showing Honesty
Playing Fair
Using Ethical Language
d. Communication Skills Improving Communication Skills
Effective Oral Communication
Effective Word Use of Using Language Carefully
One-on-One Conversations
Creating a Good Impression

Improving Communication Skills on Effective Oral

e. Communicating at Work Communication
Effective Written Communication
Effective Nonverbal Communication
Effective Word Use
Giving & Receiving Feedback
Handling Anger
Dealing with Difficult Co-Workers
Dealing with a Difficult Boss

f. Listening Reasons for Listening Benefits of Listening

Barriers to Listening
Listening Strategies Ways We Filter What We
Hear Developing a Listening Attitude
Show You Are Listening Asking Questions
Obtaining Feedback Getting Others to Listen
g. Non-Verbal Communication Communicating Non-Verbally
Positive Non-Verbal Techniques
Harmful Non-Verbal Behaviors
Reading Body Language Read Mixed Messages
Matching Your Verbal to Non-verbal
Improving Non-Verbal Listening
Giving Non-Verbal Feedback
Showing Confidence Non-Verbally
Showing Assertiveness
h. Time Management Introduction of Managing Time
Putting First Things First , Juggling Many
Priorities
Overcoming Procrastination
Dealing with Information Overload
Organizing Workspace & Tasks
Staying Organized
Balancing Personal & Work Priorities
EVIDENCE GUIDE

1. Critical aspects of Self-Awareness

Competency
1. Recognize emotions
describe the influence that people, situations and events have on
their emotions
explain how the appropriateness of emotional responses
influences behaviour
examine influences on and consequences of their emotional
responses in a learning, social and work-related contexts

2. Recognize personal qualities and achievements

describe personal strengths and challenges and identify skills
they wish to develop
describe the influence that personal qualities and strengths have
on their learning outcomes
make a realistic assessment of their abilities and achievements,
and prioritize areas for improvement

3. Understand themselves as learners

Identify and describe factors and strategies that assist their

learning
identify preferred learning styles and work habits
identify and choose a range of learning strategies appropriate to
specific tasks and describe work practices that assist their
learning

4. Develop reflective practice

reflect on personal strengths and achievements, based on self-
assessment strategies and teacher feedback
monitor their progress, seeking and responding to feedback from
teachers to assist them in consolidating strengths, addressing
weaknesses and fulfilling their potential
predict the outcomes of personal and academic challenges by
reflecting on previous problem solving and decision making
strategies and feedback from peers and teachers

2. Resource The following resources should be provided:

Implications Access to workplace and resources

3. Methods of Competency in this unit may be assessed through:

Assessment Demonstration or simulation with oral questioning
Case problems involving workplace diversity issues
Third-party report
4. Context for Competency assessment may occur in workplace or any
Assessment appropriately simulated environment
NC I- Unit 2:

UNIT OF COMPETENCY : WORK EFFECTIVELY AND SUSTAINABLY

UNIT CODE :
UNIT DESCRIPTOR : This unit covers the outcomes required to perform effectively and
sustainably in the workplace, particularly in maintaining work
ethics, maintaining self-discipline and self-confidence, using ICT
tools, and working toward customer satisfaction including
acceptable working conditions.

PERFORMANCE CRITERIA REQUIRED REQUIRED

ELEMENT Italicized terms are elaborated
KNOWLEDGE SKILLS
in the Range of Variables
1. Maintain a 1.1 Unhealthy habits are 1.1 Time management Communication skills
healthy work avoided/managed so as methods and reading, writing,
ethic not to hamper workload. concepts conversing skills

1.2 Quality of work is 1.2 Enterprise policies Affective skills empathy,

maintained or enhanced and core values understanding, etc.
based on enterprise
targets and quality 1.3 Work planning and Identifying/Recog-nizing
policy. prioritization areas for self-
. strategies improvement and self-
1.3 Efforts are exerted to assessment
meet deadlines, finish
work ahead of or on
time, and improve
working conditions.

2. Develop self- 2.1 Conscious efforts are 2.1 Explaining value of Communication skills
discipline and made to ensure oneself and reading, writing,
confidence continuous learning at developing a conversing skills
work. personal
development plan Affective skills empathy,
2.2 Where necessary, understanding, etc.
advice or counseling is 2.2 Personality
sought to control or development Self-assessment for
eliminate counter- concepts determining ones
productive tendencies strengths and
at work. 2.3 Self-help concepts (e. weaknesses
g., 7 Habits by
2.3 Outlook and habits of Stephen Covey,
continuous improvement transactional
are maintained. analysis, psycho-
spiritual concepts)
3. Enhance work 3.1 Office productivity 3.1 Office software Using Office Suite (word
through use of tools are learned and used (Office Suite, processor, spreadsheet,
ICT to enhance work delivery. browser, project presentation software,
management database software)
3.2 Office hardware and software, etc.)
equipment are learned and Using Internet browser
used in accordance with 3.2 ICTs such as
enterprise procedures. smartphones, social Using Internet/Intranet
media, e-mail, technologies
3.3 Self is updated on new Internet/Intranet
developments in office technologies
productivity tools and
equipment and their use and
relevance to ones work.
4. Maintain client- 4.1 Enterprise quality policy 4.1 Quality management Communication skills
focused is learned and observed in concepts (e. g., PDCA, reading, writing,
approach to work the workplace and in TQM, QMS/ISO 9001) conversing skills
dealings with clients.
4.2 Enterprise quality Affective skills empathy,
PERFORMANCE CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are elaborated
KNOWLEDGE SKILLS
in the Range of Variables
4.2 Customer satisfaction is statement/policy understanding, etc.
made top priority in
workplace operations. 4.3 Enterprise vision, Identifying/Recog-nizing
mission and core values areas for self-
4.3 Client-focused efforts improvement and self-
and attitudes are assessment
demonstrated in the
workplace at all times.

RANGE OF VARIABLES

VARIABLE RANGE

1. Unhealthy habits May include

Habitual absenteeism

Habitual tardiness

Procrastination

2. Efforts May include

Working overtime or double time where necessary

Multitasking

Seeking assistance in the form of job coaching or

mentoring

Continuing dialogue to tackle workplace

grievances

Collective negotiation/bargaining for better

working conditions

3. Counter-productive tendencies May include ---

Job burn-out

Drug dependence

Sulking

4. Office productivity tools May include ---

Office Suite, e. g., MSOffice, Open Office

o Word processor

o Spreadsheet
o Presentation software

o Database management software

Project management software

5. Office hardware and equipment May include ---

TeleFax machine

Duplicating equipment

Scanner

Digital camera

Smartphone

Personal computers/tablets

6. New developments May include ---

New versions of software

New features in software

New equipment, e. g., LED monitors

7. Customer May include ---

Internal customers, e. g., other units within the

enterprise

External customers, e. g., industry partners

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency 1.1. Consistently demonstrated a healthy work ethic
1.2. Consistently demonstrated self-confidence and self-discipline
1.3. Applied ICT to improve work delivery
2. Resource The following resources should be provided:
Implications 2.1. Access to workplace and resources
3. Methods of Competency in this unit may be assessed through:
Assessment 3.1. Demonstration or simulation with oral questioning
3.2. Case problems involving work improvement and sustainability
issues
3.3. Third-party report
4. Context for 4.1. Competency assessment may occur in workplace or any
Assessment appropriately simulated environment
NC II - Unit 1

UNIT OF COMPETENCY : DEVELOP CAREER AND LIFE DECISIONS BASED ON

ONE'S SELF-AWARENESS
UNIT CODE :
UNIT DESCRIPTOR : Develop social and emotional skills find it easier to manage
themselves, relate to others, develop resilience and a sense
of self-worth, resolve conflict, engage in teamwork and feel
positive about themselves and the world around them. The
development of personal and social capability is a
foundation for learning, personal & social effectiveness, and
for global citizenship.

PERFORMANCE CRITERIA REQUIRED REQUIRED

ELEMENT Italicized terms are elaborated
KNOWLEDGE SKILLS
in the Range of Variables

1. Control/Manage Self-Management
ones emotions 1.1 Organizational skills and 1.1 consequences of
expressing emotions Express emotions
identifying the resources appropriately
needed to achieve goals inappropriately and
are developed.
devise measures to Develop self-discipline
regulate behavior and set goals
1.2 Learning when and how Work independently
1.2 select, use and
to use particular analyze strategies that and show initiative
strategies are developed assist in regulating Become confident,
and acted with personal behavior and resilient and adaptable
and social capability achieving personal
and learning goals Promote anti-drug
1.3 Skills to work addiction and anti-
independently and to 1.3 critique effectiveness corrupt practices
in working
show initiative, learning Demonstrate
independently by
to be conscientious, knowledge and skills in
identifying enablers
delaying gratification and terms of labor laws and
and barriers to
persevering in the face practices
achieving goals
of setbacks and
frustrations are 1.4 assess, adapt and
developed modify personal and
safety strategies and
plans, and revisit tasks
with renewed
confidence

1.5 knowledge about anti-

drug addiction
concepts

1.6 familiarization with

anti-corruption
practices, labor laws
and moral values
RANGE OF VARIABLES

VARIABLE RANGE
a. Personal Characteristics Demonstrate a Good Attitude
Gaining and Showing Respect
Demonstrating Responsibility
Showing Dependability
Demonstrating Courtesy
Showing Pride in Your Work
Gaining Co-Workers Trust
Persevering
Handling Criticism
Showing Professionalism
b. Employers Expectation Behaviors Employers Expect
Objectionable Behaviors
Job Success
Transferable Job Skills
Establishing Credibility
Demonstrating Your Skills
Managing Change
Building Work Relationships
Advancing Your Career
c. On-the Job Etiquette Using Good Manners
Introducing People
Language and Behavior
Business Casual Dress
Business Meal Functions
Behavior at Business Parties
Behavior at Conventions
International Etiquette
Cross-Cultural Etiquette
d. Person-to-Person Etiquette Meeting Business Acquaintances
Meeting People for the First Time
Showing Courtesy & Politeness
Interacting with Your Boss
Interacting with Subordinates
Interacting with Co-Workers
Interacting with Suppliers
Handling Confidential Information
Avoiding Gossip
e. Customer Relations Customer Relations
Demonstrating Courtesy
Gaining Customer Trust
Interacting with Customers
Handling Confidential Information
Finding Out What Customers Want
Giving Customers What They Want
Seeing the Customers Point of View
f. Service Excellence Keep Customers Coming Back
Selling Yourself and the Company
Dealing with Difficult Customers
Handling a Customers Complaints
Providing Customer Service by Telephone
Providing Customer Service by Internet
g. Workplace Ethics and Moral Demonstrating Good Work Ethic
Values Behaving Appropriately
Showing Honesty
Playing Fair
Using Ethical Language
Showing Responsibility
Eliminating Harassment and Intimidation
Respecting Diversity
Developing the Habit of Truthfulness
Leaving a Job Ethically
Improving Communication Skills Effective Oral
h. Communicating at Work Communication
Effective Written Communication
Effective Nonverbal Communication
Effective Word Use
Giving & Receiving Feedback
Handling Anger
Dealing with Difficult Co-Workers
Dealing with a Difficult Boss
i. Speaking Using Language Carefully Showing Confidence
One-on-One Conversations Small Group
Communication
Large Group Communication
Involving the Audience Answering Questions

j. Listening Reasons for Listening Benefits of Listening

Barriers to Listening
Listening Strategies Ways We Filter What We
Hear Developing a Listening Attitude
Show You Are Listening Asking Questions
Obtaining Feedback Getting Others to Listen
k. Non-Verbal Communication Communicating Non-Verbally
Positive Non-Verbal Techniques
Harmful Non-Verbal Behaviors
Reading Body Language Read Mixed Messages
Matching Your Verbal to Non-Verbal
Improving Non-Verbal Listening
Giving Non-Verbal Feedback
Showing Confidence Non-Verbally
Showing Assertiveness
l. Time Management Introduction to Managing Time
Putting First Things First
Juggling Many Priorities
Overcoming Procrastination
Dealing with Information Overload
Organizing Workspace & Tasks
Staying Organized
Finding More Time
Balancing Personal & Work Priorities
m. Finding the right Job Locating Jobs
Networking
Job Shopping On Line
Building a Job Search Web Site
Getting Results at Job Fairs
Using Employment Agencies
Searching the Classified Ads
Creating Your Own Position
Landing an Internship
Staying Motivated to Search
n. Effective Resume Things to Include in a Resume
Locating Needed Information
Selling Yourself in a Resume
Terms to Use in a Resume
Matching Talents to Employers
Describing Your Job Strengths
Organizing Your Resume
Writing an Electronic Resume
Dressing Up Your Resume
Using a Resume Successfully
o. Application Process Completing a Job Application
Types of Information for an Application
Reasons Companies Use Applications
Developing Job-Related Information
Assuring Accuracy of Information
Writing a Cover Letter
Applying On Line
Applying in Person
Following Up on Your Application
Double Check on Your Application
p. Interviewing Skills Preparing for an Interview
Getting an Interview Off to a Good Start
Questions Interviewers Ask
Questions Interviewers Should Not Ask
Questions You Should Ask in an Interview
Things to Include in a Career Portfolio
Interviewing Mistakes
Benefits to Ask About
Traits Employers Consider to Rate Candidates
Tips to Consider before Taking a Job

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency Self-Management

1. Express emotions appropriately

2. Develop self-discipline and set goals
3. Work independently and show initiative
4. Consider, select and adopt a range of strategies for working
independently and taking initiative
5. Assess the value of working independently, and taking initiative to do
so where appropriate
6. Become confident, resilient and adaptable
7. Understand relationships
8. describe factors that contribute to positive relationships, including
with people at work
9. Communicate effectively
10. Work collaboratively
11. Negotiate and resolve conflict
2. Resource The following resources should be provided:
Implications a. Access to workplace and resources
b. Case studies
3. Methods of Competency in this unit may be assessed through:
Assessment a. Demonstration or simulation with oral questioning
b. Case problems involving global and local issues
c. Third-party report
4. Context for a. Competency assessment may occur in workplace or any appropriately
Assessment simulated environment

NC II - Unit 2:

UNIT OF COMPETENCY : WORK EFFECTIVELY AND SUSTAINABLY

UNIT CODE :
UNIT DESCRIPTOR : This unit covers the outcomes required to perform effectively and
sustainably in the workplace, particularly in maintaining work
ethics, maintaining self-discipline and self-confidence, using ICT
tools, and working toward customer satisfaction including
acceptable working conditions.

PERFORMANCE CRITERIA REQUIRED REQUIRED

ELEMENT Italicized terms are elaborated
KNOWLEDGE SKILLS
in the Range of Variables
5. Maintain a 1.4 Unhealthy habits are 1.3 Time management Communication skills
healthy work avoided/managed so as methods and reading, writing,
PERFORMANCE CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are elaborated
KNOWLEDGE SKILLS
in the Range of Variables
ethic not to hamper workload. concepts conversing skills

1.5 Quality of work is 1.4 Enterprise policies Affective skills empathy,

maintained or enhanced and core values understanding, etc.
based on enterprise
targets and quality 1.3 Work planning and Identifying/Recog-nizing
policy. prioritization areas for self-
. strategies improvement and self-
1.6 Efforts are exerted to assessment
meet deadlines, finish
work ahead of or on
time, and improve
working conditions.

6. Develop self- 2.4 Conscious efforts are 2.2 Explaining value of Communication skills
discipline and made to ensure oneself and reading, writing,
confidence continuous learning at developing a conversing skills
work. personal
development plan Affective skills empathy,
2.5 Where necessary, understanding, etc.
advice or counseling is 2.2 Personality
sought to control or development Self-assessment for
eliminate counter- concepts determining ones
productive tendencies strengths and
at work. 2.3 Self-help concepts (e. weaknesses
g., 7 Habits by
2.6 Outlook and habits of Stephen Covey,
continuous improvement transactional
are maintained. analysis, psycho-
spiritual concepts)
7. Enhance work 3.1 Office productivity 3.2 Office software Using Office Suite (word
through use of tools are learned and used (Office Suite, processor, spreadsheet,
ICT to enhance work delivery. browser, project presentation software,
management database software)
3.2 Office hardware and software, etc.)
equipment are learned and Using Internet browser
used in accordance with 3.2 ICTs such as
enterprise procedures. smartphones, social Using Internet/Intranet
media, e-mail, technologies
3.3 Self is updated on new Internet/Intranet
developments in office technologies
productivity tools and
equipment and their use and
relevance to ones work.
8. Maintain client- 4.1 Enterprise quality policy 4.1 Quality management Communication skills
focused is learned and observed in concepts (e. g., PDCA, reading, writing,
approach to work the workplace and in TQM, QMS/ISO 9001) conversing skills
dealings with clients.
4.2 Enterprise quality Affective skills empathy,
4.2 Customer satisfaction is statement/policy understanding, etc.
made top priority in
workplace operations. 4.3 Enterprise vision, Identifying/Recog-nizing
mission and core values areas for self-
4.3 Client-focused efforts improvement and self-
and attitudes are assessment
PERFORMANCE CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are elaborated
KNOWLEDGE SKILLS
in the Range of Variables
demonstrated in the
workplace at all times.

RANGE OF VARIABLES

VARIABLE RANGE

8. Unhealthy habits May include

Habitual absenteeism

Habitual tardiness

Procrastination

9. Efforts May include

Working overtime or double time where necessary

Multitasking

Seeking assistance in the form of job coaching or

mentoring

Continuing dialogue to tackle workplace

grievances

Collective negotiation/bargaining for better

working conditions

10. Counter-productive tendencies May include ---

Job burn-out

Drug dependence

Sulking

11. Office productivity tools May include ---

Office Suite, e. g., MSOffice, Open Office

o Word processor

o Spreadsheet

o Presentation software

o Database management software

Project management software

12. Office hardware and equipment May include ---

TeleFax machine

Duplicating equipment

Scanner

Digital camera

Smartphone

Personal computers/tablets

13. New developments May include ---

New versions of software

New features in software

New equipment, e. g., LED monitors

14. Customer May include ---

Internal customers, e. g., other units within the

enterprise

External customers, e. g., industry partners

EVIDENCE GUIDE

5. Critical aspects of Assessment requires evidence that the candidate:

Competency 5.1. Consistently demonstrated a healthy work ethic
5.2. Consistently demonstrated self-confidence and self-discipline
5.3. Applied ICT to improve work delivery
6. Resource The following resources should be provided:
Implications 6.1. Access to workplace and resources
7. Methods of Competency in this unit may be assessed through:
Assessment 7.1. Demonstration or simulation with oral questioning
7.2. Case problems involving work improvement and sustainability
issues
7.3. Third-party report
8. Context for 8.1. Competency assessment may occur in workplace or any
Assessment appropriately simulated environment
NC III- Unit 1:
UNIT OF COMPETENCY : WORK IN A DIVERSE ENVIRONMENT
UNIT CODE :
UNIT DESCRIPTOR : This unit covers the outcomes required to work effectively in a
workplace characterized by diversity in terms of religions, beliefs,
races, ethnicities and other differences.

PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENT
Italicized terms are elaborated KNOWLEDGE SKILLS
in the Range of Variables
1. Develop an 1.1 Individual differences 1.1 Understanding cultural Cross-cultural
individuals with clients, customers and diversity in the workplace communication skills
cultural fellow workers are 1.2 Awareness of (i.e. different business
recognized and respected in individual cultures and
awareness and customs, beliefs,
accordance with enterprise world geography
sensitivity policies and core values. 1.3Norms of behavior for communication
1.2 Differences are interacting and dialogue strategies)
responded to in a sensitive with specific groups (e. g., Communication skills
and considerate manner Muslims and other non- reading, writing,
1.3 Diversity is Christians, non-Catholics,
conversational skills
accommodated using tribes/ethnic groups,
appropriate verbal and non- foreigners) Affective skills
verbal communication. 1.4 Different methods of establishing rapport
verbal and non-verbal and empathy,
1.4 Actions/decisions are communication in a understanding, etc.
maintained consistent with multicultural setting Active Listening
legislative requirements and 1.5 Enterprise policies on
enterprise guidelines. workplace diversity Openness and flexibility
(Workplace Diversity in communication
Policy) Giving/receiving
feedback
Identifying/Recognizing
diverse groups in the
workplace and
community as defined
by divergent culture,
religion, traditions and
practices
2. Work effectively 2.1 Knowledge, skills and 2.1 Recognizing and Cross-cultural
in an experiences of others are explaining the value of communication skills
environment that recognized and documented diversity in the economy Communication skills
in relation to team and society in terms of reading, writing,
acknowledges
objectives. Workforce development conversational skills
and values 2.2 The countrys place in Affective skills
cultural diversity 2.2 Fellow workers are the global economy establishing rapport
encouraged to utilize and 2.3 Innovation and empathy,
share their specific qualities, 2.4 Social justice understanding, etc.
skills or backgrounds with Active Listening
other team members and 2.5 Recognizing the
Openness and flexibility
clients to enhance work importance of
in communication
outcomes. inclusiveness in a diverse
Giving/receiving
environment
feedback
2.3 Relations with customers
and clients are maintained to 2.6 Developing a shared Identifying/Recognizing
diverse groups in the
show that diversity is valued vision and understanding
workplace and
by the business. of and commitment to
community as defined
team, departmental, and
by divergent culture,
organizational goals and
religion, traditions and
objectives
practices
2.7 Strategies for Teamwork and
customer service collaboration skills
excellence Intercultural relations
and mutual acceptance
Customer service
excellence
3. Identify common 3.1 Diversity-related conflicts 3.1 Understanding, Cross-cultural
issues in a within the workplace are valuing, and leveraging communication skills
multicultural and effectively addressed and cultural diversity Communication skills
resolved. reading, writing,
diverse
3.2 Promoting inclusivity conversational skills
environment 3.2 Discriminatory behavior and conflict resolution Affective skills
towards establishing rapport
customers/stakeholders are 3.3 Addressing workplace
minimized and addressed harassment and empathy,
accordingly. understanding, etc.
3.4 Managing change and .Active Listening
3.3 Change management overcoming resistance to Openness and flexibility
policies are in place within change in communication
the organization. Giving/receiving
3.5 Advanced strategies feedback
for customer service Teamwork and
excellence collaboration skills
Intercultural relations
Enterprise policies on and mutual acceptance
workplace diversity Advanced customer
(Workplace Diversity
service excellence skills
Policy)
Conflict management
and resolution skills
Assertiveness and
Negotiation

RANGE OF VARIABLES

VARIABLE RANGE
Diversity This refers to diversity in both the workplace and the
community and may include divergence in
Religion
Ethnicity, race or nationality
Culture
Gender, age or personality
Educational background

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency Adjusted language and behavior as required by interactions with
diversity
Identified and respected individual differences in colleagues, clients
and customers
Applied relevant regulations, standards and codes of practice
2. Resource The following resources should be provided:
Implications Access to workplace and resources
Manuals and policies on Workplace Diversity
3. Methods of Competency in this unit may be assessed through:
Assessment Demonstration or simulation with oral questioning
Group discussions and interactive activities
Case studies/problems involving workplace diversity issues
Third-party report
Written examination
Role Plays
4. Context for Competency assessment may occur in workplace or any appropriately
Assessment simulated environment
NC III- Unit 2:
UNIT OF COMPETENCY : WORK EFFECTIVELY AND SUSTAINABLY
UNIT CODE :
UNIT DESCRIPTOR : This unit covers the outcomes required to perform effectively and
sustainably in the workplace, particularly in maintaining work
ethics, maintaining self-discipline and self-confidence, using ICT
tools, and working toward customer satisfaction including
acceptable working conditions.

PERFORMANCE CRITERIA REQUIRED REQUIRED

ELEMENT Italicized terms are elaborated
KNOWLEDGE SKILLS
in the Range of Variables
9. Maintain a 1.7 Unhealthy habits are 1.5 Time management Communication skills
healthy work avoided/managed so as methods and reading, writing,
ethic not to hamper workload. concepts conversing skills

1.8 Quality of work is 1.6 Enterprise policies Affective skills empathy,

maintained or enhanced and core values understanding, etc.
based on enterprise
targets and quality 1.3 Work planning and Identifying/Recog-nizing
policy. prioritization areas for self-
. strategies improvement and self-
1.9 Efforts are exerted to assessment
meet deadlines, finish
work ahead of or on
time, and improve
working conditions.

10. Develop self- 2.7 Conscious efforts are 2.3 Explaining value of Communication skills
discipline and made to ensure oneself and reading, writing,
confidence continuous learning at developing a conversing skills
work. personal
development plan Affective skills empathy,
2.8 Where necessary, understanding, etc.
advice or counseling is 2.2 Personality
sought to control or development Self-assessment for
eliminate counter- concepts determining ones
productive tendencies strengths and
at work. 2.3 Self-help concepts (e. weaknesses
PERFORMANCE CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are elaborated
KNOWLEDGE SKILLS
in the Range of Variables
g., 7 Habits by
2.9 Outlook and habits of Stephen Covey,
continuous improvement transactional
are maintained. analysis, psycho-
spiritual concepts)
11. Enhance work 3.1 Office productivity 3.3 Office software Using Office Suite (word
through use of tools are learned and used (Office Suite, processor, spreadsheet,
ICT to enhance work delivery. browser, project presentation software,
management database software)
3.2 Office hardware and software, etc.)
equipment are learned and Using Internet browser
used in accordance with 3.2 ICTs such as
enterprise procedures. smartphones, social Using Internet/Intranet
media, e-mail, technologies
3.3 Self is updated on new Internet/Intranet
developments in office technologies
productivity tools and
equipment and their use and
relevance to ones work.
12. Maintain client- 4.1 Enterprise quality policy 4.1 Quality management Communication skills
focused is learned and observed in concepts (e. g., PDCA, reading, writing,
approach to work the workplace and in TQM, QMS/ISO 9001) conversing skills
dealings with clients.
4.2 Enterprise quality Affective skills empathy,
4.2 Customer satisfaction is statement/policy understanding, etc.
made top priority in
workplace operations. 4.3 Enterprise vision, Identifying/Recog-nizing
mission and core values areas for self-
4.3 Client-focused efforts improvement and self-
and attitudes are assessment
demonstrated in the
workplace at all times.

RANGE OF VARIABLES

VARIABLE RANGE

15. Unhealthy habits May include

Habitual absenteeism

Habitual tardiness

Procrastination

16. Efforts May include

Working overtime or double time where necessary

Multitasking

Seeking assistance in the form of job coaching or

mentoring
Continuing dialogue to tackle workplace
grievances

Collective negotiation/bargaining for better

working conditions

17. Counter-productive tendencies May include ---

Job burn-out

Drug dependence

Sulking

18. Office productivity tools May include ---

Office Suite, e. g., MSOffice, Open Office

o Word processor

o Spreadsheet

o Presentation software

o Database management software

Project management software

19. Office hardware and equipment May include ---

TeleFax machine

Duplicating equipment

Scanner

Digital camera

Smartphone

Personal computers/tablets

20. New developments May include ---

New versions of software

New features in software

New equipment, e. g., LED monitors

21. Customer May include ---

Internal customers, e. g., other units within the

enterprise
External customers, e. g., industry partners

EVIDENCE GUIDE

9. Critical aspects of Assessment requires evidence that the candidate:

Competency 9.1. Consistently demonstrated a healthy work ethic
9.2. Consistently demonstrated self-confidence and self-discipline
9.3. Applied ICT to improve work delivery
10. Resource The following resources should be provided:
Implications 10.1. Access to workplace and resources
11. Methods of Competency in this unit may be assessed through:
Assessment 11.1. Demonstration or simulation with oral questioning
11.2. Case problems involving work improvement and sustainability
issues
11.3. Third-party report
12. Context for 12.1. Competency assessment may occur in workplace or any
Assessment appropriately simulated environment
NC IV

UNIT OF COMPETENCY : DEVELOP WAYS AND MEANS TOWARD LOCAL AND GLOBAL
PEACE AND SUSTAINABILITY CONCERNS

UNIT CODE :

UNIT DESCRIPTOR : This unit covers ways and means to assume active roles in resolving
local and global challenges and to become proactive contributors to
a more peaceful and sustainable world

PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1. Update self on local, 1.1 Media are regularly 1.1 Local, national and Communication skills
national and global scanned/ monitored global systems and reading, writing,
trends and issues for trends and issues structures conversing skills
relevant to human
rights, gender 1.2 Issues affecting Critical thinking skills
equality, promotion of interaction and
culture of peace and connectedness of ICT skills
non-violence, global communities at local,
citizenship and national and global Knowledge
appreciation of levels management skills
cultural diversity.
1.3 Underlying
1.2 Knowledge and assumptions and
understanding of power dynamics
local, national and
global issues and
their
interconnectedness
and interdependency
are acquired.

1.3 Notable issues and

trends are critically
examined and
discussed with peers,
colleagues, or family
members.
2. Link local trends and 2.1 Local events are 2.1 Different levels of Communication skills
issues to national and reflected on for identity reading, writing,
global trends and implications in ones conversing skills
issues own situation and in 2.2 Different communities
the external global people belong to and Critical thinking skills
environment. how these are
connected ICT skills
2.2 Sense of belonging
to a common 2.3 Difference and
humanity, sharing respect for cultural Knowledge
values and diversity management skills
responsibilities are
developed.

2.3 Attitudes of empathy,

solidarity and respect
for differences and
diversity are
strengthened.

3. Getting engaged and 3.1 Effective and 3.1 Actions that can be Communication skills
taking actions on responsible actions at taken individually reading, writing,
local, national and local, national and global and collectively conversing skills
global issues levels are identified.
3.2 Ethically responsible Critical thinking skills
3.2 Motivation and behaviour
willingness to take ICT skills
necessary actions are 3.3 Importance and
developed. benefits of civic
engagement Knowledge
3.4 Attitude of thinking management skills
globally and acting locally
is practiced.

RANGE OF VARIABLES

VARIABLE RANGE

1. Media May include

- Print media

- Broadcast media

- Internet and social media

2. Scanning/Monitoring May include

- Sourcing from key informants

- Conversation with clients

EVIDENC
- Man-on-the-street conversation E GUIDE
- Scanning print and broadcast media
1. Critical aspects of Assessment requires evidence that the candidate:
Competency
12.2. Demonstrated ability and attitude to keep oneself updated of
relevant issues/trends

12.3. Demonstrated ability to think and act based on ones principles

and values

12.4. Demonstrated a holistic/global outlook on internal and external

events in the workplace

2. Resource The following resources should be provided:

Implications
12.5. Access to workplace and resources

12.6. Case studies

3. Methods of Competency in this unit may be assessed through:
Assessment
12.7. Demonstration or simulation with oral questioning

12.8. Case problems involving global and local issues

12.9. Third-party report

4. Context for 12.10. Competency assessment may occur in workplace or any

Assessment appropriately simulated environment

NC V

UNIT OF COMPETENCY : SHAPE STRATEGIC THINKING AND ATTITUDES

TOWARD GLOBAL CONCERNS
UNIT CODE :
UNIT DESCRIPTOR : This unit covers the outcomes required for a worker in a
leadership/supervisory role to influence and champion attitudes
and action toward a positive or win-win response to global
concerns relating to humanity, global interdependence and
solidarity and to express these into terms widely understood by
partners and stakeholders.

PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
1. Establish and refine 1.1 Historical patterns of 1.1 Methods of verbal and communication
goals and directions for thinking are reviewed non-verbal communication skills reading,
industry when considering writing,
strategic issues and 1.2 Basic SWOT analysis conversing skills
canvassing realistic affective skills
alternative outlooks. 1.3 Government processes empathy,
(executive, legislative, understanding,
1.2 Strengths, judicial) etc.
weaknesses, assessing a
opportunities and threats 1.4 Impact of change on range of
are considered when individuals, groups, alternatives
developing new ideas, organizations ad industry rather than
approaches, goals and choosing the
directions. 1.5 Political context, easiest option
. including parties, platforms achieving
1.3 Ownership of and processes credibility for the
industry goals and vision and
directions is built by 1.6 Policy development and ownership
seeking a shared vision budget processes at national communicating
and communicating it and local government levels industry visions
clearly to stakeholders and directions to
and the community. 1.7 Relevant developments stakeholders
in other industries critically
analyzing
1.8 Relevant international information,
treaties and agreements, summarizing and
legislation and regulations making sense of
key issues
explaining
complex ideas to
a range of
audiences
identifying
changing
circumstances
and the need to
challenge current
industry positions
negotiating for
consensus or
compromise.
2. Develop practical 2.1 Alternative strategies 2.1 Government processes Communication
strategies to achieve for reaching goals are (executive, legislative, skills reading,
goals canvassed with all judicial) writing,
stakeholders. conversing skills
PERFORMANCE
CRITERIA REQUIRED REQUIRED
ELEMENT Italicized terms are
KNOWLEDGE SKILLS
elaborated in the Range of
Variables
2.2 Impact of change on assessing a
2.2. The merits of each individuals, groups, range of
strategy are assessed in organizations ad industry alternatives
anticipation of likely rather than
obstacles, potential 2.3 Political context, choosing the
winners and losers, including parties, platforms easiest option
constraints and overall and processes achieving
industry benefits. credibility for the
2.4 Policy development and vision and
2.3. Opinion leaders, budget processes at national ownership
decision makers and and local government level communicating
action takers are industry visions
identified and their 2.6 Relevant developments and directions to
potential inputs in other industries stakeholders
assessed. critically
2.7 Relevant international analyzing
2.4. Decisions about treaties and agreements, information,
strategies are made legislation and regulations summarizing and
after careful making sense of
consideration of all 2.8 Strategies for consulting key issues
relevant information. and gaining support for developing
industry positions. solutions and
2.5. An action plan is practical
developed that sets out strategies which
the tactics, resource are 'outside the
implications, timeframes, box'
responsibilities of those explaining
involved and review complex ideas to
points. a range of
audiences
2.6. Support for identifying
strategies is developed changing
by follow-up, lobbying, circumstances
explaining plans to and the need to
stakeholders and challenge current
through seeking shared industry positions
decision making.
interpreting
complex
information, such
as legislation,
regulations,
business plans,
budgets,
fisheries and
other research
data
negotiating for
consensus or
compromise.

RANGE OF VARIABLES
VARIABLE RANGE
1. Strategic issues May include:
business continuity and succession
community perceptions of industry
new government thrusts and policies
environmental protection and environmental
management
industry and ecosystem co-management and self-
management approaches
new developments, including technological
change, new products and processes, legislative
and management changes, debate of proposed
policies and other political issues, and issues of
research findings
marketing, including value adding and World
Trade Organization issues
recreational and commercial balance
resource access security
resource sustainability
skills development, including competency
standards, training and assessment
stakeholder perceptions of industry

2. Stakeholders May include:

certification or accreditation bodies and third-party
auditors
community representatives, local land holders and
residents
conservation and environmental organizations
current and potential customers, clients and
suppliers
cooperatives, marketing bodies and associations
employer, company directors and other
professional associations
government funding providers
media
political organizations and politicians
professional, industry and government
representative bodies
relevant government departments (national and
local) and other regulation authorities
schools, training centers, colleges and universities
employer organizations
labor unions
3. Basis for decision making May include:
business case, including cost-benefit, profitability
and customer satisfaction
current assets and additional capital required
ecological and economic sustainability of
resources
ecosystem management approach
funding availability
industry ownership, sponsorship and cooperation
legality, compliance and probity
links with government policies, industry and
organizational goals
market capability, maturity, strength and
VARIABLE RANGE
opportunity
political impact and stakeholder support
public interest
risk management

4. Action plan May include:

action steps and responsibilities of individuals
objectives and outcomes
resource requirements and budget
review points
tactics and strategies to achieve objectives
timetable for activities

EVIDENCE GUIDE

1. Critical aspects of Assessment requires evidence that the candidate:

Competency
analyzed long-term trends to identify the need to change current
industry policy procedures
assessed the implications of a particular course of action on other
stakeholders and interests
challenged traditional thinking and solutions and sought proactive
approaches
developed and promoted practical action plans and strategies to
achieve the industry's vision and goals
evaluated potential outcomes of strategies for achieving industry goals
identified best practice in other industries and organizations both within
PHL and overseas
identified opportunities for beneficial change
took a broad industry view that goes beyond sectors, organizations and
individuals
2. Resource The following resources should be provided:
Implications Access to workplace and resources
Interview guide
Case problems
3. Methods of Competency in this unit may be assessed through:
Assessment
Interview or written exam
Case problems involving strategic management issues
Third-party report or feedback from stakeholders about candidates
contributions to strategic dialog and action
4. Context for Competency assessment may occur in workplace or any appropriately
Assessment simulated environment