Week 4
This week in our Customer Service class, we watched a video and answered the questions in the packet I handed out to everybody. If you were unfortunate enough to miss doing this in class, I'm afraid there's nothing for you to do but go to the TAFE Library and check out the video and watch it yourself, either at home (if you still have an old-school video player) or the helpful librarians will be happy to fix you up with an AV Room. The video is upstairs in the library, it's called, "The art of Customer Relations" and it's number is 685.812 BUSI <- bring this information with you if you need to find the video. There are spare handouts of the questions in the top drawer of the teacher's desk in our classroom, but if they get used up, you can print one off yourself by clicking on this link. Beware: it's 18 pages! NEGOTIATION SKILLS

We booked the Library AV2 Room and held a consultation about how to run our event. This productive conversation resulted in the creation of a timeline with a short introductory task list. I have typed up the Event TimeLine and notes from the board for you to use.

The Class So Far

Hello Everybody,

Thank you for your interest in our class blog. Since I have had comments from you, I will go ahead and continue to post lessons and resources weekly, starting with the last couple of weeks:

This Blogger does not support Word Documents, so please bear with me for a couple of more days while I find a safe platform for our files. Meanwhile, here is what we've been up to:

Week 1

COMMUNICATE TO DELIVER QUALITY CUSTOMER SERVICE:

As a class, we created class boundaries and I typed them up and put them on the wall for you.

Student Assessment Guides were handed out, read and signed for.

Customer Service Surveys were filled in by you and handed in for marking.

Everyone picked a slip of paper which sent them off spying on one of three customer service situations:

1. The TAFE Canteen Staff



2. TAFE's Administration Office



3. Our Library Staff

If you've missed this lesson, go ahead and download this paper with all three options and choose which area you would like to spy on, then answer all of the questions and hand them in for marking.

NEGOTIATION SKILLS

Student Assessment Guides were handed out, read and signed for.

We started off with a game using play money. Every student was given $5.00 and set out to win or negotiate all the money from the other students. We used three main methods of winning money:

1. Rock, Paper, Scissors



2. Thumb Wrestling



3. Coin Toss

If you missed this hilarious event, don't worry, it wasn't a marked assessment, more of an observation and a 'getting to know you' event.

Next, we had a discussion about Win Win Negotiation and Interpersonal Negotiation Skills and students took notes from the board. I didn't photograph the board, so you will need to get a copy from one of your fellow students and copy it down for me, then hand it in for marking. We also looked at some photographs and answered questions about them.

Week 2

We heard some excellent ideas about what to do about our project. The class came to the decision that we will have a football themed fundraiser for prostate cancer research early in November. More research is to be done. The AV Room in the library was booked s we could look at the Cancer Council website on the Smartboard and consult as a class in Week 3.

COMMUNICATE TO DELIVER QUALITY CUSTOMER SERVICE:

We discussed signs of positive Customer Service and of Negative Customer Service and then the class broke into teams. Each team designed a Customer Service Board Game displaying signs of positive and negative customer service.

This is a copy of the White Board from that class. If you missed out on this day, you can make up for the lesson by putting your name, date and 'Customer Service Board Game' on the top of a sheet of paper. Then simply list 10 signs of positive customer service and another list of 10 signs of negative customer service. Hand it in for marking the first chance you get so you can get caught up.

NEGOTIATION SKILLS

When we came back from lunch, we discussed Non-Routine Negotiations in detail. We did a talk with notes on the board, and I'm sorry I didn't take photos of those notes. Thankfully, you will be able to copy the board notes from one of your fellow class mates. Please be sure to pay careful attention to the information as you're writing it down because you will certainly need to know it for our next activity.

Week 3

COMMUNICATE TO DELIVER QUALITY CUSTOMER SERVICE:

We discussed our Customer Service Board Games in the morning and then the teams switched and played with the other team's board game. Soon after, we went to the library and set up our account for the Cancer Council. We didn't have much time, and so we decided to come back again next week so we could build our website together.

NEGOTIATION SKILLS:

We learned how to make a mind-map and we completed the 4 negotiation scenarios that I handed out.

Thank you for your support and patience with the building of this CIII Blog. Please be sure to report any broken links or misspelt words by hitting the comment button.

Cheers - LiZzY

Welcome to your Blog

Hello Certificate 3 Students,

I'm so glad that you found your way on to our new blog. As you can see, I haven't moved in yet, but at least we have a start on it. I will be posting all of your documents and communications for both classes: Communicate to Deliver Quality Customer Service and Apply Negotiation Skills in Non-Routine Contexts.

Please leave me a message here, so I know who is dropping by, and any suggestions or comments you may have would be greatly appreciated.

Kindest Regards,
LiZzY