HOW TO USE THIS COMPETENCY-BASED LEARNING

MATERIAL

Welcome to the Module in Solving/ Addressing general Workplace

Problems. This module contains training materials and activities for you to
complete.
The unit of competency “Solve/ Address general Workplace
Problems” contains knowledge skills and attitudes required for Contact
Tracing Level II. It is one of the specialized modules at National Certificate
level (NCII).
You are required to go through a series of learning activities in order
to complete each outcome of the module. In each learning outcome are
Information Sheets, Self-Checks and Job Sheets. (Reference Materials for
further reading to help you better understand the required activities). Follow
these activities on your own and answer the self-check, perform the Job
Sheet using the Performance Criteria Checklist at the end of each learning
outcome. You may remove a blank answer sheet at the end of each module
(or get one from your facilitator/trainer) to write your answer for each self-
check. If you have questions, don’t hesitate to ask your facilitator for
assistance.
Recognition of Prior Learning (RPL)
You may already have some of the most of the knowledge and skills
covered in this learner’s guide because you have:
 been working for some time
 Already complete training in this area
If you can demonstrate to your trainer that you are already competent
in a particular skill or skills talk to him/her about having them formally
recognized so you don’t have to do the same training again. If you have a
qualification or Certificate of Competency from previous training, show it to
your trainer. If the skill you acquired is still current and relevant to the
unit/s of competency they may become part of the evidence you may
present to RPL. If you are not sure about the currency of your skills, discuss
with your trainer.
At the end of this module is a Learner’s Diary. Use this diary to record
important date, jobs undertaken and other workplace events that will assist
you in providing further details to your trainer or assessor. A Record of
Achievement is also provided for your trainer to complete once you complete
the module.
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 This module was prepared to help you achieve the required
competency, in. This will be the source of information for you to acquire
knowledge and skill into this particular trade independently and at your
own pace, with minimum supervision or help from your instructor.

 Talk to your trainer and agree on how you will both organize the
Training of this unit. The though the module carefully. It is divided
into section, which cover all the skills and knowledge you need to
successfully complete this module

 Work through all the information and complete the activities in

each section. Read information sheets and job sheets and complete
the self-check and perform the procedural checklist. Suggested
references are included to supplement the materials in this
module.

 Most probably your trainer will also be your supervisor or manager.

He / She are there to support you show you the correct way and
show you to do things.

 Your trainer will tell you about the important things you need to
consider when you are completing activities and it is important
that you listen and take notes.

 You will be given plenty of opportunity to ask question and practice

on the job. Make sure you practice your new skills during regular
work shifts. This way you will improve both your speed and
memory and also your confidence.

 Talk to more experience workmates and ask for their guidance.

 Use the self-check question at the end of each section to test your
own progress.

 When you are ready, ask your trainer to watch you perform the
activities outlines in this module.

As you work through the activities, ask for written feedback on your
progress. Your trainer keeps feedback/pre assessment reports for this
reason. When you have successfully completed each
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 element, ask your trainer to mark on the reports that you are ready
for assessment.

 When you have complete this module (or several module), and fell
confident that you have had sufficient practice, your trainer will
arrange an appointment with registered assessor to assess you.
The result of your assessment will be recorded in your
Competency Achievement Record.

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 LIST OF COMPETENCIES
Competency Unit of
Module Tittle Code
Number Competency

Participating in
1 Participate in workplace 400311210
workplace communication
communication

Working in team
2 Work in team 400311211
environment
environment

Solve/address Solving/
3 General addressing 400311212
Workplace General
Problems Workplace
Problems

4 Develop career Developing career 400311213

and life decisions and life decisions

5 Contribute to Contributing to 400311214

workplace workplace
innovation innovation

6 Present relevant Presenting relevant 400311215

information information

7 400311216

Practice Practicing
Occupational Occupational safety
safety and health and health policies
policies and
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 procedures and procedures

Exercise efficient Exercising efficient

8 and effective and effective 400311217
sustainable sustainable
practices in the practices in the
workplace workplace

Practice Practicing
9 entrepreneurial entrepreneurial 400311218
skills in the skills in the
workplace workplace

MODULE CONTENT
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 MODULES OF INSTRUCTION

UNIT OF COMPETENCY: Solve/ Address General Workplace

Problems
MODULE TITLE : Solving/Addressing General Workplace
Problems
MODULE DESCRIPTOR: This module covers the knowledge, skills and
attitudes required to identify one’s roles and
responsibilities as a member of a team..
NOMINAL DURATION : 3 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/students must be able to:

LO 1. Identify routine problems

LO 2. Look for solutions to routine problems

LO 3. Recommend solutions to problems

ASSESSMENT CRITERIA:

1. Routine problems or procedural problem areas are identified

2. Problems to be investigated are defined and determined
3. Current conditions of the problem are identified and documented
4. Identify potential solution to problem
5. Develop, document, rank and present recommendations about
possible solutions to appropriate persons for decision
6. Plan implementation of solutions
7. Plan evaluation of implemented solutions
8. Document and submit recommended solutions to appropriate person
for confirmation

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LEARNING
IDENTIFY ROUTINE PROBLEMS
OUTCOME 1
CONTENT:
1. Familiarize basic computer concepts
2. Maintain computer equipment and systems
3. Recognize common computer problem/issues and fix it
4. Document procedures
ASSESSMENT CRITERIA
1. Routine problems or procedural problem areas are identified
2. Problems to be investigated are defined and determined
3. Current conditions of the problem are identified and documented

CONDITIONS:

The following resources must be provided:

 Desktop/laptop
 USB/External drive
 Slides/films
 Audio- Video learning material
 Internet device
 Materials/tools relevant to the activity and tasks

METHODOLOGIES

 Modular Instruction/Instructional Learning

 Audio-visual learning

ASSESSMENT METHODS:

 Written Exam/Assignment
 Online interview/ questioning
 Practical Demonstration
 Direct Observation

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  Hands-on

LEARNING EXPERIENCES

Learning Outcome # 1

IDENTIFY ROUTINE PROBLEMS

Learning Activities Special Instruction

1. Read Information Sheet 3.1-1

Compare answers with Answer Key
on Familiarize basic computer
concepts then answer Self- 3.1-1
Check 3.1-1
2. Read Information Sheet 3.1-2
Compare answers with Answer Key
on Maintain Computer
Equipment and System then 3.1-2
answer Self-Check 3.1-2
3. Read Information Sheet 1.1-3
on Recognize Common Compare answers with Answer Key
Computer Problem/ Issues 3.1-3
and Fix It then answer Self-
Check 3.1-3
4. Read Information Sheet 3.1-4 Compare answers with Answer Key
on Document Procedures then 3.1-4
answer Self-Check 3.1-4

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 INFORMATION SHEET 1.1-1

Familiarize Basic Computer Concepts

Learning Objectives: After reading this INFORMATION SHEET, you MUST
be able to:

1. Identify what are the basic computer processes

2. Perform basic computer operations
3. Identify the basic computer parts

A computer monitor is an output device that displays information in

pictorial form. A monitor usually comprises the visual
display, circuitry, casing, and power supply.

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 A central processing unit (CPU), also called a central
processor, main processor or just processor, is the electronic
circuitry within a computer that executes instructions that make up

a computer program. The CPU performs basic arithmetic, logic, controlling,

and input/output (I/O) operations specified by the instructions in the
program. The computer industry used the term "central processing unit" as
early as 1955.[1][2] Traditionally, the term "CPU" refers to a processor, more
specifically to its processing unit and control unit (CU), distinguishing these
core elements of a computer from external components such as main
memory.

A computer keyboard is a typewriter-style device[1] which uses an

arrangement of buttons or keys to act as mechanical levers or electronic
switches. Replacing early punched cards and paper tape technology,
interaction via teleprinter-style keyboards have been the main input
method for computers since the 1970s, supplemented by the computer
mouse since the 1980s.
Keyboard keys (buttons) typically have a set of
characters engraved or printed on them, and each press of a key typically
corresponds to a single written symbol. However, producing some symbols
may require pressing and holding several keys simultaneously or in
sequence.[2] While most keyboard keys produce letters, numbers or symbols
(characters), other keys or simultaneous key presses can prompt the
computer to execute system commands, such as such as the Control-Alt-
Delete combination used with Microsoft Windows.[3][4]. In a modern
computer, the interpretation of key presses is generally left to the software:
the information sent to the computer, the scan code, tells it only which key
(or keys) on which row and column, was pressed or released. [5]

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 A computer mouse (plural mice or mouses) is a hand-held pointing
device that detects two-dimensional motion relative to a surface. This
motion is typically translated into the motion of a pointer on a display,
which allows a smooth control of the graphical user interface of a computer.

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 A computer printer is a piece of hardware for a computer. It allows
a user to print items on paper, such as letters and pictures. Mostly a
printer prints under the control of a computer. Many can also work as a
copying machine or with a digital camera to print directly without
using a computer.

Inside a computer

Have you ever looked inside a computer case, or seen pictures of the
inside of one? The small parts may look complicated, but the inside of a
computer case isn't really all that mysterious. This lesson will help you
master some of the basic terminology and understand a bit more about
what goes on inside a computer.

Watch the video below to learn about what's inside a desktop computer.

Looking for the old version of this video? You can still see it here:

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Motherboard

The motherboard is the computer's main circuit board. It's a thin

plate that holds the CPU, memory, connectors for the hard drive and optical
drives, expansion cards to control the video and audio, and connections to
your computer's ports (such as USB ports). The motherboard connects
directly or indirectly to every part of the computer.

CPU/processor

The central processing unit (CPU), also called a processor, is located

inside the computer case on the motherboard. It is sometimes called the
brain of the computer, and its job is to carry out commands. Whenever you
press a key, click the mouse, or start an application, you're sending
instructions to the CPU.

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 The CPU is usually a two-inch ceramic square with a silicon
chip located inside. The chip is usually about the size of a thumbnail. The
CPU fits into the motherboard's CPU socket, which is covered by the heat
sink, an object that absorbs heat from the CPU.

A processor's speed is measured in megahertz (MHz), or millions of

instructions per second; and gigahertz (GHz), or billions of instructions per
second. A faster processor can execute instructions more quickly. However,
the actual speed of the computer depends on the speed of many different
components—not just the processor.

RAM (random access memory)

RAM is your system's short-term memory. Whenever your computer

performs calculations, it temporarily stores the data in the RAM until it is
needed.

This short-term memory disappears when the computer is turned

off. If you're working on a document, spreadsheet, or other type of file, you'll
need to save it to avoid losing it. When you save a file, the data is written to
the hard drive, which acts as long-term storage.

RAM is measured in megabytes (MB) or gigabytes (GB). The more

RAM you have, the more things your computer can do at the same time. If
you don't have enough RAM, you may notice that your computer is sluggish
when you have several programs open. Because of this, many people
add extra RAM to their computers to improve performance.

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Hard drive

The hard drive is where your software, documents, and other files are
stored. The hard drive is long-term storage, which means the data is still
saved even if you turn the computer off or unplug it.

When you run a program or open a file, the computer copies some of
the data from the hard drive onto the RAM. When you save a file, the data
is copied back to the hard drive. The faster the hard drive, the faster your
computer can start up and load programs.

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Power supply unit

The power supply unit in a computer converts the power from the
wall outlet to the type of power needed by the computer. It sends power
through cables to the motherboard and other components.

If you decide to open the computer case and take a look, make sure
to unplug the computer first. Before touching the inside of the computer,
you should touch a grounded metal object—or a metal part of the computer
casing—to discharge any static buildup. Static electricity can be transmitted
through the computer circuits, which can seriously damage your machine.

Expansion cards

Most computers have expansion slots on the motherboard that allow

you to add various types of expansion cards. These are sometimes
called PCI (peripheral component interconnect) cards. You may never
need to add any PCI cards because most motherboards have built-in video,
sound, network, and other capabilities.

However, if you want to boost the performance of your computer or update

the capabilities of an older computer, you can always add one or more
cards. Below are some of the most common types of expansion cards.

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Video card

The video card is responsible for what you see on the monitor. Most
computers have a GPU (graphics processing unit) built into the
motherboard instead of having a separate video card. If you like playing
graphics-intensive games, you can add a faster video card to one of
the expansion slots to get better performance.

Sound card

The sound card—also called an audio card—is responsible for what

you hear in the speakers or headphones. Most motherboards have
integrated sound, but you can upgrade to a dedicated sound card for higher-
quality sound.

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Network card

The network card allows your computer to communicate over a

network and access the Internet. It can either connect with
an Ethernet cable or through a wireless connection (often called Wi-Fi).
Many motherboards have built-in network connections, and a network card
can also be added to an expansion slot.

Bluetooth card (or adapter)

Bluetooth is a technology for wireless communication over short

distances. It's often used in computers to communicate with
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wireless keyboards, mice, and printers. It's commonly built into the
motherboard or included in a wireless network card. For computers that
don't have Bluetooth, you can purchase a USB adapter, often called
a dongle.

Basic Computer Operations

Input: Information and programs are entered into the computer

through Input devices such as the keyboard, disks, or through other
computers via network connections or modems connected to the Internet.
The input device also retrieves information off disks.

Output: Output Devices displays information on the screen (monitor)

or the printer and sends information to other computers. They also display
messages about what errors may have occurred and brings up message or
dialog box asking for more information to be input. The output device also
saves information on the disk for future use.

Processing: The CPU or central processing unit is sometimes called

the Control Unit and directs the operation of the input and output devices.
The Coprocessor or the Arithmetic-Logic Unit does arithmetic and
comparisons. The memory or RAM temporarily stores information (files and
programs) while you are using or working on them. The BIOS or basic
input/output system controls the dialogue between the various devices.
Keyboard Layout and Data Entry

ENTER or RETURN – Moves the cursor down one line and to the left margin.
Enter also process commands such as choosing an option in a dialog
(message) boxes and submitting a form.

DEL or DELETE – Deletes the character at cursor and/or characters to the

right of the cursor and all highlighted (or selected) text.

BKSP or BACKSPACE – Deletes the character to the left of cursor and all
hightlighted text.

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SPACE BAR – Moves the cursor one space at a time to the right SHIFT KEY –
Use the shift keys to type capital letters and to type the upper character on
keys with two characters on them

CAPS LOCK – Locks the keyboard so it types capital letters (a light goes on
when caps lock is on)

TAB – Moves the cursor five spaces to the right (number of spaces are
usually adjustable). Tab moves to the next field in a form or table (Shift-Tab
for previous field).

ESC or ESCAPE - Cancels a menu or dialog box

ARROW KEYS – Moves the cursor around document without changing text
FUNCTION KEYS or F KEYS – Access commands by themselves or in
combination with the three command keys; CTRL, SHIFT, and ALT

Command or Special Keys

Command keys normally do nothing on their own but work in

combination with other keys. Each piece of software uses the command keys
differently though there is a move to standardize some functions. The
Control key or Ctrl is often used to access commands. The Alternative key or
Alt is often used to access menus. The Shift key is used to type CAPITAL
LETTERS. As well the command keys are all used to move through
documents and edit text faster and easier. As well many computers have
Special keys design specifically for the particular computer. Apple
computers have the Apple keys and Macs have Command keys. Many
keyboards now have a Windows key specifically for Windows 9x and newer
systems. Many older computers also have special keys used for a variety of
different functions.

Some Notebook or Laptop keys are left out because of space

limitations and they usually have a Special function key which allows other
keys to
double for the missing ones.

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Basic Typing Rules

Place one space between each word, after a punctuation mark and at
the end of a sentence. Always start a sentence with a capital letter. Use
capitals for names, addresses, provinces and countries, places,
organizations, businesses, associations, schools, colleges, universities, days
of the week, months, holidays, nationalities, ethnic groups and languages.

Learning the keyboard is the first step to learning computers.

Learning involves practice. It really is as simple as that. There are two kinds
of typing.

The first is called Touch Typing. The Touch Typist uses the Home
Keys asdf for the left hand and jkl; for the right) and all the fingers on both
hands as well as the thumbs for the Space Bar while typing. There are many
commercial and public domain programs that are designed to teach this
method.

The other method is some times called 'Hunt and Peck' or depending
on finger strength 'Search and Destroy'. This involves using one or more
fingers on one or two hands to type. It is a perfectly acceptable way of using
a computer and many people get along fine with this technique. I myself find
this an extremely funny method to watch in action. :p

Self-Check 1.1-10
Identification: Read each sentence below and identify what is being
described.

1. Moves the cursor down one line and to the left margin. Enter also
process commands such as choosing an option in a dialog (message)
boxes and submitting a form.

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2. Deletes the character at cursor and/or characters to the right of the
cursor and all highlighted (or selected) text.
3. Deletes the character to the left of cursor and all hightlighted text.
4. Moves the cursor one space at a time to the right SHIFT KEY – Use the
shift keys to type capital letters and to type the upper character on
keys with two characters on them
5. Locks the keyboard so it types capital letters (a light goes on when
caps lock is on)
6. Moves the cursor five spaces to the right (number of spaces are
usually adjustable). Tab moves to the next field in a form or table
(Shift-Tab for previous field).
7. Cancels a menu or dialog box
8. Moves the cursor around document without changing text

Answer Key 1.1-10

1. Enter
2. Delete
3. Backspace
4. Space bar
5. Caps lock
6. Tab
7. Escape
8. Arrow keys

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