Contextual Learning Matrix (CLM)

QUALIFICATION TITLE / COMPETENCY STANDARD: HAIRDRESSING NC II

UNIT OF COMPETENCY: MAINTAIN AN EFFECTIVE RELATIONSHIP WITH CLIENTS/CUSTOMERS

MODULE TITLE: MAINTAINING AN EFFECTIVE RELATIONSHIP WITH CLIENTS/CUSTOMERS

Prepared by:
STEM
Thinki
ng Learning Estimated
LEARNING CONCEPTS Learning Skills
GMRC Skills Activities number of
STEM KNOWLEDGE (Disciplinal)
(Trans hours
Learning Assessment discipl
Outcomes Criteria inary)
Environme
ntal
Technology /
Science Math 21st Century Issues and GAD
Engineering
other
concerns
1. Maintaina 1.1 Maintain     Stance    Code  Read Activity 6
professional uniform  Posture of information Sheet: HOURS
image and  Body Ethics Sheet on:
personal language  Maintaini
grooming  Grooming ng
 Stance uniform
1.2 Maintain  Standing
 Posture and
personal orders
 Body personal
presence  Company
language grooming
according policy
and  Grooming  Keeping
to  Standing
procedur visible
employer
es orders work
standards
 Company area tidy
1.3 Keep policy and work
visible procedures area tidy
work area  Code of and
tidy and Ethics unclutter
uncluttere ed
d  Storing
 1.4 Store equipme
equipment nt
according accordin
to g to
assignmen assignme
t nt
requireme requirem
nts ents
2. Meetclient 2.1 Identify     Assignme Read Activity
requirements and nt information Sheet:
understan instructio Sheet on:
d client ns  Identifyin
requireme  Assignme
 Post g
nts by nt assignm
orders
referral to instruction ent
 Review
the s instructio
assignme
assignmen  Post ns and
nt
t orders post
instructio
instruction ns  Review orders
s assignme  Accompli
 Discussio
nt shing
2.2 Meet n
instruction scope to
client technique
s modify
requirements s with
client/cus  Discussio instructio
according to n
tomer ns/orders
the technique
 Implemen in the
assignment s with
t required light of
instructions client/cust
changes changed
2.3 Changes omer
 Referral situation
to client’s  Implement
to s
needs and required
appropria  Meeting
requirements changes
te client
monitored  Referral to
employee requirem
and appropriat
/ ents
appropriate e
personnel accordin
action taken employee/
 Clarificati g to the
2.4 Clear personnel
on of assignm
and comply
ent
 all client  Clarificatio instructio
communicati needs n of client ns
on with the and needs and  Monitorin
client or instructio g and
instruction
customer n appropri
with ating
assignment action is
requirements taken in
changes
to client’s
needs
and
requirem
ents
 Clearing
and
complyin
g with
assignm
ent
requirem
ents of
all
communi
cations
with the
client or
customer
3. Build 3.1 Client     Telephon     Read Activity
credibility expectatio e information Sheet:
with clients ns for etiquette Sheet on:
reliability,  Maintain  Interpers
punctuality records onal
and  Attend  Teleph skills
appearanc and one  Custome
e adhered record etiquett r service
to possible e skills
3.2 Identify causes of  Maintai  Adhering
possible client/cus n to client
causes of tomer records expectati
client dissatisfa  Attend ons for
dissatisfac ction and reliability,
tion deal  Custome record punctuali
with and r service possibl ty and
recorded e appearan
according causes ce
to of  Identifyin
employer client/c g,
policy ustome attending
r and
3.3 Client
dissatis recording
fully
faction possible
informed
of all  Custom causes
er of
relevant
service client/cus
security
 tomer
matters in
dissatisfa
a timely
ction
manner
accordin
and
g to
according
employer
to agreed
policy
reporting
procedure  Informing
s client of
all
relevant
security
matters
in a
timely
manner
and
accordin
g to
agreed
 reporting
procedur
es
4. Establish 4.1 Establish     Types of      Types of  Demons
professional relationship clients clients trating
relationship with  Main  Main the
appropriate compone component ability to
with the
professional nt of of client establish
client boundaries professi
client relationship
4.2 Build relationsh  Relative onal
trust and ip intelligence relations
respect  Relative  Effect on hip with
through use intelligen client client
of effective ce satisfaction  Demons
communicati  Effect on  Benefits of trating
on client customer the
techniques satisfacti relationship ability of
4.3 Identify on manageme genuine
and respond  Benefits nt concern
to client of  Improve for the
special customer client welfare
needs relationsh relationship of the
4.4 ip manageme clients
Communicat manage nt  Demons
e in ways ment  trating
that take  Improve the
account of client ability
cultural relationsh required
consideration ip in
s manage handling
4.5 Exercise ment clients
discretion  Demons
and trating
confidentialit the
y ability
required
in
renderin
g client
 service
skills
5. Manage 5.1 Use a     Manage      Manage  Demons
client collaborative client client trating
interactions and person- interacti interaction ability to
centered ons s do
approach  Causes  Causes of attention
when of client client to detail
working with dissatisf dissatisfac when
clients action tion completi
5.2 Use  Assign  Assignme ng
motivational ment nt client/e
interviewing instructi instruction mployer
as a basis for ons s docume
client  Reporti  Reporting ntation
interactions ng procedure  Demons
5.3 Seek procedu s trating
client res  Interview the
information  Intervie clients ability to
respectfully w  do
and clients interpers
sensitively, onal and
using commun
purposeful, ication
systematic skills
and required
diplomatic in client
questions contact
5.4 Support assignm
the client to ents
identify and  Demons
articulate key trating
information ability to
that supports do
the provision custome
of service r service
5.5 skills
Encourage required
to meet
 clients to client’s
voice queries needs
or concerns
and address
these
appropriately
5.6 Respond
to difficult or
challenging
behavior
using
established
techniques
5.7 Maintain
professional
integrity and
boundaries
at all times
Work within
scope of role
and identify
and respond
to situations
where
interactions
suggest the
need for
client referral
6. Provide 6.1 Select the  Commo         Common  Using
effective most n industry and commun
responses to appropriate industry company ication
mode of and services, skills
client communication compan problems  Using
enquiries for the languag
y and
information services solutions e skills
being provided ,  Legal and  Using
6.2 Use problem ethical numerac
language and s and company y skills
terminology
 that the client solution and industry  Using
will understand s aspects technolo
6.3 Present  Legal  Client gy skills
information and motivation  Relating
clearly and with ethical and to
sufficient detail compan expectation people
to meet client y and s from a
needs Confirm industry  Effective range of
with client aspects communicat society,
that the  Client ion cultural
information motivati techniques and
has been on and  Industry ethnic
understood expectat ethics and backgro
and address ions practices unds
any  Effectiv  Detailed
unresolved e product and
issues commu service
nication knowledge
techniqu 
es
 Industry
ethics
and
practice
s
 Detailed
product
and
service
knowled
ge


QUALIFICATION TITLE / COMPETENCY STANDARD: BEAUTY CARE (NAIL CARE) SERVICES NC II

UNIT OF COMPETENCY: MANAGE OWN PERFORMANCE

MODULE TITLE: MANAGING OWN PERFORMANCE

Prepared by:
LEARNING CONCEPTS
STEM KNOWLEDGE (Disciplinal) STEM
Thinking Learning Learning Estimated
Learning Assessment Environmen GMRC Skills Skills Activities number of
Outcomes Criteria Technology / tal Issues
Science Math 21st Century GAD (Transdisci hours
Engineering and other plinary)
concerns
1. Planfor 1.1     Assignme    Read Activity
completion of Accurately nt information Sheet:
own identify the instructio Sheet on: 6
workload tasks ns  Identifying HOURS
 Verbal  Assignme tasks
1.2 Priority
instructio nt accurately
allocated to
ns instruction according
each task
 Policy s to
1.3 Time document  Verbal instruction
lines s instruction s
allocated to  Duty s  Developin
each task or statement  Policy g work
series of s document plans
tasks  Self- s according
assessm  Duty to
1.4 Comply statement assignmen
ent
tasks s t
 Daily/
deadlines requireme
Weekly  Self-
known with nts and
Tasks assessme
whenever employer
 Regularly nt
possible policy
or  Daily/
1.5 Know irregularly Weekly  Allocating
and complete occurring Tasks priority
work tasks  Regularly and
schedules  Allocating or timelines
with agreed priority irregularly to each
time frames and occurring task
timelines tasks  Determinin
1.6 Work g tasks

plans
 developed  Allocating deadlines
according to priority and
assignment and comply
requirements timelines with
and whenever
employer possible
policy  Determinin
g and
1.7
completing
Uncompleted
work
work or tasks
schedules
detailed and
according
responsibility
to agreed
for
time
completion
frames
passed to
incoming
shift or other
appropriate
persons
2. Maintain 2.1 Monitor     Monitor  Read Activity
quality of personal personal informatio Sheet:
performance performan performa n Sheet Role Play
ce nce on: on:
continually  performa
against nce  Monitor  Monitorin
agreed standards personal g
performan  work performan personal
ce standards ce performa
standards according  performan nce
to ce continuall
2.2 Sought
employer standards y against
advice and
policy  work agreed
guidance
and standards performa
when
procedur according nce
necessary
es to standard
to achieve
 Quality of employer s
or
work policy and  Seeking
maintain
 agreed  procedure advice
standards s and
 Quality of guidance
2.3 Apply when
work
guidance necessar
from y to
managem achieve
ent to or
achieve or maintain
maintain agreed
agreed standard
standards s
2.4 Clarify  Applying
and agree guidance
standard from
of work manage
according ment to
to achieve
employer or
policy and maintain
procedure agreed
s standard
s
 Clarifying
and
agreeing
on
standard
of work
accordin
g to
employer
policy
and
procedur
es
3. Build 3.1 Client  Telephon Read Activity
credibility expectatio e information Sheet:
with ns for etiquette Sheet on:
customers/cli reliability,  Maintain  Interpers
ents punctuality records onal skills
and  Attend  Telephone  Customer
appearanc and etiquette service
e adhered record  Maintain skills
to possible records  Adhering
causes of  Attend to client
3.2 Identify and
client/cus expectati
and deal record
tomer ons for
possible possible
dissatisfa reliability,
causes of causes of
ction punctualit
client/cust client/cust
omer  Custome y and
r service omer appearan
dissatisfac dissatisfac
tion with ce
tion  Identifyin
recorded  Customer
according g,
service attending
to
employer and
policy recording
possible
3.3 Client causes of
fully client/cus
informed tomer
of all dissatisfa
relevant ction
security according
matters in to
a timely employer
manner policy
Informing
client of all
relevant
security
matters in
a timely
manner
and
 according
to agreed
reporting
procedures

QUALIFICATION TITLE / COMPETENCY STANDARD: HAIRDRESSING NC II

UNIT OF COMPETENCY: APPLY QUALITY STANDARDS

MODULE TITLE: APPLYING QUALITY STANDARDS

Prepared by:
 LEARNING CONCEPTS
STEM KNOWLEDGE (Disciplinal) STEM
Thinking Learning Learning Estimated
Learning Assessment Environmen GMRC Skills Skills Activities number of
Outcomes Criteria Technology / tal Issues
Science Math 21st Century GAD (Transdisci hours
Engineering and other plinary)
concerns
1. Assess 1.1 Work     Client    Read Activity
clients instruction relation information Sheet:
service is obtained  Salon Sheet on: 6
needs and work services  HOURS
is carried  Documen  Client Communi
out in tation relation cation
accordanc procedur  Salon skills
e with es services  Obtaining
standard  Handling  Documenta work
operating of tion instruction
procedure complaint procedures and carry
1.2 Check s  Handling of out
complaints outwork in
clients’
accordanc
needs
e with
against
standard
workplace
operating
standards
procedure
and
specificati  Evaluating
ons client
needs
based on
workplace
1.3 standards
Record and
and/or specificati
report ons
faults on  Analyzing
clients and salon
any services
identified against
causes to clients’
the needs
supervisor  Explaining
concerned and
in consulting
accordanc salon
e with services
workplace with the
procedure client
s  Recording
and/or
1.4
report
Document
faults on
client’s
clients and
profile and
any
service
identified
extended
causes to
to them in
the
accordanc
supervisor
e with
concerned
workplace
in
procedure
accordanc
s
e with
workplace
procedure
 Documenti
ng client’s
profile and
service
extended
to them in
accordanc
e with
workplace
procedure
s
2. Assess 2.1     Docum Read Activity
own work Documen entation information Sheet:
tation  Workpla Sheet on: Role Play
relative to ce on:
quality quality  Document
within the standar ation  Identifyin
company ds  Workplace g and
is  Feedba quality using
identified ck standards documen
and used  Self-  Feedback tation
assess  Self- relative
ment assessme to quality
procedu nt within the
2.2 Check company
res procedure
completed  Checking
Job s
work complete
analysis  Job
against d work
workplace analysis
against
standards workplac
relevant to e
task standard
undertake s
n relevant
to the
tasks
undertak
en
 Identifyin
g and
improvin
g errors
 Recordin
g
2.3 Record
informati
informatio
on on the
n on the
quality
quality and
and other
other
indicators
indicators
 of of
production individual
performan performa
ce in nce in
accordanc accordan
e with ce with
workplace workplac
procedure e
s procedur
es
2.4
 Documen
Document
ting and
and report
reporting
deviations
cases of
from
deviation
specified
s from
quality
specific
standards,
quality
causes in
standard
accordanc
s, causes
e with the
in
workplace
accordan
standards
ce with
operating
the
procedure
workplac
s
e
standard
s
operating
procedur
es
 Collectin
g and
analyzing
feedback
based on
required
quality
 standard
s
3. Engage in 3.1 Process   New   Service  Environ    Read Activity
quality improvem trends and processe mental information Sheet:
improvement ent technolog s and regulati Sheet on: Role play:
procedure y procedur ons
s are awarenes es  Service  Participat
participate s  Client processes ing in
d in service and process
relation to  Transpar procedure improve
workplace ent s ment
assignmen manage  Client procedur
t ment service es
 Work  Environm relative
3.2 Carry out
values ental to
work in
regulation workplac
accordanc
s e
e with
 New assignme
process
trends and nt
improvem
ent technolog  Carrying-
y out work
procedure
awarenes in
s
s accordan
3.3 Ensured  Transpare ce with
and nt process
monitored managem improve
quality of ent ment
service for  Work procedur
clients’ values es
satisfactio  Monitorin
n g
performa
nce of
operation
or quality
of
product
of service
 to ensure
client
satisfacti
on

QUALIFICATION TITLE / COMPETENCY STANDARD: HAIRDRESSING NC II

UNIT OF COMPETENCY: MAINTAIN A SAFE CLEAN AND EFFICIENT WORK ENVIRONMENT

MODULE TITLE: MAINTAINING A SAFE CLEAN AND EFFICIENT WORK ENVIRONMENT

Prepared by:
STEM
Thinki
ng Learning Learning Estimated
LEARNING CONCEPTS
GMRC Skills Skills Activities number of
STEM KNOWLEDGE (Disciplinal)
(Trans hours
discipl
Learning Assessment
inary)
Outcomes Criteria
Environme
ntal
Technology /
Science Math 21st Century Issues and GAD
Engineering
other
concerns

1. Comply 1.1 Apply  Salon   Laundry  Gover Read Activity 6

with health salon standa  Regular nment information Sheet: HOURS
regulations policies rds hand health Sheet on:
and  washing regula  Followi
procedure  Appropr tions ng
s for iate and   Governme workpla
personal clean nt health ce
hygiene. clothing regulation hygiene
s procedu
1.2  Safe
handlin  Salon res in
Procedures standards
g accorda
and practices  Laundry nce
 implemented disposal  Regular with
in a variety of of linen hand salon
salon and washing standar
situations in laundry  Appropriat ds and
accordance  Appropr e and legal
with iate clean require
government handlin clothing ments
health g and  Safe  Handlin
regulations disposal handling g and
of disposal of storing
garbage linen and all
 Cleanin laundry items
g and  Appropriat accordi
sanitizin e handling ng to
g and salon
procedu disposal of require
res garbage ments
 Person  Cleaning
al and
hygiene sanitizing
procedure
s
 Personal
hygiene

2. Assess 2.1 Maintain    Types Read Activity

own work reception, and information Sheet:
work uses of Sheet on:
areas and cleanin 
walkways g  Types Keepin
in a safe, material and uses g clean,
uncluttere s/ of cleaning unclutte
d and solvent materials/ ring
organized solvent
 OSHC and
manner workpla  OSHC organizi
according ce workplace ng
to salon regulati regulation receptio
policy ons s n area
2.2 Carry out  Salon  Salon accordi
all routines policy policy ng to
safely, salon
effectively policy
with  Maintai
minimum ning
inconvenie and
nce to keeping
clients and work
staff areas
and
2.3 Store and
walkwa
dispose
ys safe
waste of
state
according
and
to OSH
free
requireme
from
nts
spills,
2.4 promptly food
remove waste,
spills, hair or
food, other
waste, hair potentia
or other l
potential hazards
hazards in line
from floors with
according OSHC
to salon regulati
policy ons
 Storing
2.5 Store, and
clean and disposi
disinfect ng
linen in waste
line with accordi
OSH ng to
requireme OSHC
nts and
 salon require
procedure ments
s
2.6 Provide
refreshme
nts to all
clients
operating
procedure
3. Check and 3.1 Store     Different  Local    Read  Activity
maintain tools and salon health informati Sheet:
tools and equipment services regulati on Sheet
safely and  Types of ons on: 
equipment
in position tools and
to comply equipme  Local
with salon nt health
requireme  Storage regulatio
nts and of tools ns
local and  Different
health equipme salon
regulation nt services
s  Uses of  Types of
3.2 Prepare personal tools and
tools and protectiv equipme
equipment e nt
for specific equipme  Storage
services nt (PPE) of tools
as and
required equipme
nt
3.3 Check  Uses of
tools and personal
equipment protectiv
for e
maintenan equipme
ce
nt (PPE)
requireme
 nts
3.4 Refer
tools and
equipment
for repair
as
required

4. Check and 4.1 Carry out   Inventory        Inventory  Followi

maintain stock of stocks/ of stocks/ ng
stocks rotation supplies supplies stock
procedure  Handling  Handling rotation
s routinely stocks – stocks – proced
and Lifting and Lifting and ures
according Carrying Carrying accordi
to salon Technique Technique ng to
procedure s s salon
s. Stock  Safekeepi  Safekeepi proced
levels are ng/storage ng/storage ures
accurately  Record
recorded ing
according stock
to salon levels
procedure and
s notify
salon
4.2 Notify
supervi
under or
sor
over
regardi
supplied
ng
stock
under
items
or over
immediatel
supplie
y to the
d
salon
stocks
supervisor
items
4.3  Referri
 incorrectly ng
ordered or incorre
delivered ct
stock is deliveri
referred to es to
the salon the
supervisor supervi
for return sor for
to supplier return
to
4.4 Safe supplie
lifting and r
carrying
 Followi
techniques
ng safe
maintaine
lifting
d in line
and
with salon
carryin
occupation
g
al health
techniq
and safety
ues in
policy and
line
governme
with
nt
occupa
legislation
tional
health
and
safety
policy
and
govern
ment
legislati
on
 Storing
stocks
safely
in
accord
 ance
with
manufa
cturer’s
specific
ations
or
compa
ny
proced
ures
5. Providea 5.1 Make  Client Environm  Client  Making
relaxed and clients to service ental service clients
caring feel  Service regulatio  Service feel
comfortabl processe ns processes comfort
environment
e s and and able
according procedur procedure followin
to salon es  Environme g salon
policy ntal policy
regulation  Consulti
5.2 Report
s ng
clients’
clients
needs to
on their
5.3 Clients needs
are or
consulted desired
on specific service
desired  Reporti
service ng
client’s
needs
to the
salon
supervi
sor