OBSERVATION CHECKLIST EXAMPLE 10

FORM N/CVQ 04

RECORD OF OBSERVATION CHECKLIST

Candidate’s name Tessa Candoo Evidence Index
Assessor’s name S Checker No. 05
Unit/Element Reference Unit 1: Give customers a positive impression of yourself and your organisation
Element 1: Establish effective relationships with customers

Date and Length of 16th July 2017 - 25 minutes

Observation
Technical and Vocational Education and Training (TVET) Council
Observation context Candidate working at the front desk, welcoming participants to a training
session, during a busy period for the organisation.

Criteria Observed Rating Comments

1.1 Meet your organisation;s standards for Tessa was dressed neatly in a business suit.
appearance and behaviour.

1.2 Greet your customers in a way that When individuals arrived Tessa greeted them at the front desk;
will make them feel welcome and shows ‘Good morning how may I help you?’
that you are interested in serving them.

1.3 Communicate with your customers in She asked each participant to sign the attendance register and
a manner that makes them feel valued and then personally escorted each one to the training room.
respected.

1.4 Identify and confirm the needs and Asked each participant if they would like a drink and gave
expectations of your customers. information as to where they would find the bathroom facilities.

1.5 Treat your customers courteously and Three participants arrived at the same time, 1 wished to use the
helpfully even when you are working phone. Tessa gave them access to a phone and then escorted the
under pressure. other two to the room. Waited until the individual had finished
using the phone and then escorted them to the room

NOTE: The following Rating Scale is being recommended for use in determining competence
of the candidates.

1 = Not yet competent; 2 = Not yet competent; 3 = Competent; 4 = Proficient; 5 = Mastery

Candidates must achieve a minimum of a three (3) in all performance criteria to be deemed
competent in the unit assessed.

Technical and Vocational Education and Training (TVET) Council 1

March 2022
Explanation of Rating Scale
A rating scale is a scoring tool that lists the criteria for making judgments on competency. It also
articulates gradations of quality for each criterion, from poor to excellent/ competent to not yet
competent. A rating scale clarifies expectations of instruction and assessment and is a useful tool
for the instructor and the assessor. It can also be used by the learner to monitor and improve
overall performance.

EXAMPLE
SCORE RATIN NARRATIVE COMPETENCY/
(%) G PROFICENCY
LEVEL
80 - 100 5. Mastery of technical and related knowledge and Mastery
skills; Can perform the task demonstrating
mastery, autonomy, responsibility and control in
a wide range of working condition.

65 - 79 4. Good working technical and related knowledge Proficient

and skills; Can perform the task in a wide range
of working conditions, demonstrating good
working knowledge of the skill, initiative, and
adaptability to problem situations.

50 - 64 3. Satisfactory technical and related knowledge and Competent

skills; Can perform the task demonstrating
sufficient knowledge of the skill, and an ability
to operate satisfactorily displaying some
initiative and adaptability to problem situations.

35 - 49 2 Insufficient technical and related knowledge and Not Yet Competent

skill; Can perform limited parts of the task
satisfactorily but require considerable assistance.

Below 1 Insufficient evidence of attainment of Not Yet Competent

35 competence; Has not demonstrated sufficient
knowledge, skill and attitude on which a
judgment can be made.

Technical and Vocational Education and Training (TVET) Council 2

March 2022
Underpinning Knowledge Questions asked on this Observation cont’d

The candidate’s
Questions Answers answers were:

Unsatisfactory
Knowledge

Satisfactory
Reference
Element

1.1.9 How are you expected to dress for I must be smartly dressed, I usually wear
work and why? suits. It gives a good impression about me 
and the organisation.
1.1.11 Give 3 examples of how you I speak in a clear voice and give information
communicate in a clear, polite clearly and speak slowly. To make sure that 
confident way. the customers understands all the
Why is this important? information.
1.1.12 What are the organisations rules and Pick up the phone after two rings.
procedures regarding how you 
communicate with customers?
1.1.13 How would you recognise when a By their facial expressions and the tone of
customer is angry and confused? their voice. 

Candidate’s Competence Status: Competent  Not Yet Competent 

Observations/feedback to candidate:

You presented yourself well for work. You demonstrated that you were able to greet customers to the
organisation, treat them courteously and identify their needs.
Your organisation has particular rules and procedures on how you must communicate with customers.
Find out what they are in relation to your job as a receptionist. I will conduct a short question and answer
session to determine your knowledge at our next meeting on 31st July 2007.

Assessor’s signature: S Checker Date: 17th July 2007

Candidate’s signature: T Candoo Date: 17th July 2007
Internal Verifier’s signature (if sampled): Date:
External Verifier’s signature (if sampled): Date:

Technical and Vocational Education and Training (TVET) Council 3

March 2022
 RECORD OF RANGE AND UNDERPINNING KNOWLEDGE AND SKILLS
Candidate’s name Tessa Candoo Evidence Index
No.
Assessor’s name S Checker

Unit/Element Unit 1: Give customers a positive impression of yourself and your organisation
Reference Element 1: Establish effective relationships with customers
Date of
Observation

Range Observed

A. Types of customers: B. Communicate by:

i. Have different needs and expectations  i. Face-to-face methods (including verbal and 
Obs non-verbal communication) Obs
ii. Appear angry  ii. Using the telephone
Q X
iii. Appear confused X [Link] written (including electronic) methods X

iv. Behave unconventionally X X

Give Customers a positive impression:

i. During routine delivery of customer service 
Obs
ii. During a busy period for 
your organisation Obs
iii. During a quiet period X

iv. When people, systems or X

resources have let you down

Underpinning Knowledge and Skills

 What are your organisations  How would you communicate in a clear,

standards for appearance and polite, confident way and why this is
behaviour? important?
 What are the rules and procedures  How would you recognise when a
regarding the methods of customer is angry and confused?
communication you use?

Technical and Vocational Education and Training (TVET) Council 4

March 2022
 Candidate’s Competence Status: Competent  Not Yet Competent 
Observations/feedback to candidate:

You presented yourself well for work. You demonstrated that you were able to greet customers to the
organisation, treat them courteously and identify their needs.
Your organisation has particular rules and procedures on how you must communicate with customers.
Find out what they are in relation to your job as a receptionist. I will conduct a short question and answer
session to determine your knowledge at our next meeting on 31st July 2007.

Assessor’s signature: S Checker Date: 17th July 2017

Candidate’s signature: T Candoo Date: 17th July 2017
Internal Verifier’s signature (if sampled): Date:
External Verifier’s signature (if sampled): Date:

Technical and Vocational Education and Training (TVET) Council 5

March 2022