END OF CLUSTER PRACTICAL TEST

Instructor: Dexton Watkis Program: Professional Development

Date: ___________________________

Name of trainee: ___________________________

Duration: 3 hours

Instructions: This paper consists of 2 sections (A & B) you are required to do

section A and one other question from section B.

For Instructors use only

Date: ____________

Signature: _________________

Total score:
 SECTION A

Use a skit to illustrate the scenario being described below.

1. You are a part of a team from the ministry of health. Today you have visited the establishment
Peggy Jones, operates a small restaurant on a popular street. The establishment is also situated
close to a noisy mechanic shop. On your visit you have noticed that the establishment is in
violation of several health and safety standard. Some of these include
a) Dress code
b) Safety gear
c) Fire extinguishers
d) Safety manual/procedures
e) Safety signs
f) Proper ventilation
g) First responder
You have decided to close the operation until certain changes are made. Make
recommendations as to the changes which need to be made for the business to be safe for
its operators as well as its customers.

Skit Rubric
Group members:

Category 4 3 2 1 Score
Speaks Clearly Speaks clearly and Speaks clearly and Speaks clearly and Often mumbles
distinctly all (100- distinctly all (100- distinctly most (94- or cannot be
95%) the time, 95%) the time, 85%) the time, understood OR
mispronounces no mispronounces mispronounces no mispronounces
words. one word. more than one more than one
word. word.
Volume Volume is loud Volume is loud Volume is loud Volume often
enough to be heard enough to be enough to be too soft to be
by all audience heard by all heard by all heard by all
members throughout audience members audience members audience
the presentation. at least 90% of the at least 80% of the members.
time. time.
Stays on Topic Stays on topic all of Stays on topic Stays on topic It was hard to
the time. most (99-90%) of some of the time tell what the
the time. (89-75%). topic was.
Content Shows a full Shows a good Shows a good Does not seem
understanding of the understanding of understanding of to understand
topic. the topic. parts of the topic. the topic very
well.
Use of Class Used time well during Used time well Used some of the Did not use
Time each class period. during each class time well during class time to
Focused on getting period. Usually each class period. focus on the
the project done and focused on getting There was some project OR often
never distracted the project done focus on getting distracted
others. and never the project done others.
distracted others. but occasionally
distracted others

Goes Beyond (extra effort, depth, creativity, cleverness, understanding) :

Bonus ______/4

Total Score for Performance Portion = ___________/ 24 points

 Section B
Choose 1 Scenario below then organise a skit to illustrate the elements being requested.

2. Computer Store

Instructions:
You operate a computer store. Demonstrate how you would deal with the following situation:
A customer with a heavy foreign accent is enquiring about a laptop with the following specs.
2.5 Gigahertz processor, 4 Gigabyte RAM, 500 Terabyte hard drive. He wants to purchase an
extra 1 Terabyte Solid State Drive to replace the one that came in the laptop. However, you
are out of stock with SSD

Demonstrate how you would:

a) Greet the customer
b) Ensure that you are collecting the right information from him
c) Document the customers request
d) Check your stock
e) Reply to the customers request
f) Refer the customer to another section of the store which deals with the overseas
ordering components.
g) The other department should confirm the customers order request.
h) Ensure that the client will come back at another time

4. Hotel
Instructions:
You are the receptionist at a hotel. Demonstrate how you would deal with the following situation:
A very angry guest and his family approaches with a lengthy complaint. He said that he had called
for someone to check on the pluming in their bathroom about 2 hours ago however, no one has
come to investigate the problem.

Demonstrate how you would:

a) Greet the guest

b) Ensure that you are collecting the right information from him
c) Document the customers request
d) Use nonverbal signals to calm the situation
e) Appease/calm the guest
f) Refer the matter to the appropriate section of the hotel
g) Keep the guest knowledgeable of how far the other department is in completing the
task right throughout the ordeal until the matter is solved.
h) Ensure that the client will come back at another time

5. The Employee
Instructions:
You are a human resource management team in a popular firm. You have 500 persons
working under your supervision.

You have received reports that some of your employees constantly show up for work late
even after been encouraged and warned by their supervisors. You know that they are
normally good workers live in volatile communities.

You also have another group who are not meeting the performance standards.

Demonstrate how you would:

a) Use appropriate questioning and active listening to find out from them the reason(s)
for their tardiness
b) Solve a difficult challenge which they have mentions
c) Motivate the employees to improve
d) Ensure that the employees are aware of the companys standards/procedures.
e) Guide the other sets of workers into meeting the performance standards set by the
company.
f) Carry out follow up steps to ensure the employees are on the right path in the
upcoming weeks.
 Skit Rubric
Group members:

Category 4 3 2 1 Score
Speaks Clearly Speaks clearly and Speaks clearly and Speaks clearly and Often mumbles
distinctly all (100- distinctly all (100- distinctly most (94- or cannot be
95%) the time, 95%) the time, 85%) the time, understood OR
mispronounces no mispronounces mispronounces no mispronounces
words. one word. more than one more than one
word. word.
Volume Volume is loud Volume is loud Volume is loud Volume often
enough to be heard enough to be enough to be too soft to be
by all audience heard by all heard by all heard by all
members throughout audience members audience members audience
the presentation. at least 90% of the at least 80% of the members.
time. time.
Stays on Topic Stays on topic all of Stays on topic Stays on topic It was hard to
the time. most (99-90%) of some of the time tell what the
the time. (89-75%). topic was.
Content Shows a full Shows a good Shows a good Does not seem
understanding of the understanding of understanding of to understand
topic. the topic. parts of the topic. the topic very
well.
Use of Class Used time well during Used time well Used some of the Did not use
Time each class period. during each class time well during class time to
Focused on getting period. Usually each class period. focus on the
the project done and focused on getting There was some project OR often
never distracted the project done focus on getting distracted
others. and never the project done others.
distracted others. but occasionally
distracted others

Goes Beyond (extra effort, depth, creativity, cleverness, understanding):

Bonus __________/ 4

Total Score for Performance Portion = ___________/ 24 points