Hi,
Could you please clear something up for me. I have always been led to believe and believed that OBSERVATION is essential in EVERY customer service NVQ performance UNIT. Could you please verify that this is right or wrong? Obviously other forms of evidence can be used aswell but must there be an Observation that satisfies at least SOME ELEMENTS within EVERY performance unit ie a reference to atleast one observation in all, say 7 units of a level 2 of customer service?Thanks, Marie.
From my own understanding
From my own understanding each customer service unit has a section titled evidence requirements that sets out what is expected. Unlike the care NVQ this does not actually mention observation. For most units it does specify that evidence should come from actual work. However there are execeptions to this where simulation or 'realistic working environment' can be used.
Personally, observation would seem the most sensible way of collecting at least some of the evidence. Your centre may have discussed this as part of your standardisation. What is your centre advice on this?
regards
Tom
observation in every unit
Thanks for your reply Tom. The problem is that we, a group of assessors belonged to a provider who took the funding money & ran,without even paying us! During the time there we were led to believe that all units needed observations in. When the centre went pop, we were transferred to another centre as this was required by the lea in order to ensure learner completions. They however seem not to insist on this. Trouble is, we have pointed out that we thought it did have to be included and now are not popular and are viewed as troublecausers for stating what we thought we had to do as the other nvqs that we are involved in DO state observation within every unit.Agh!!
Nothing wrong with making a
Nothing wrong with making a stand for what you think is right and this will show your new partners that you care. Now you have to work out how to gracefully admit that your initial understanding may have changed.
Useful reading is the institute of customer service web page here...
http://www.instituteofcustomerservice.com/NVQ%20and%20SVQ%20in%20Custome...
Personally I would still argue that observation is the quickest and simplest way of assessing most customer service units.
regards
Tom
NVQweb Coordinator
Observation
Hmmmmmmmmmm
I find observation to be a very useful tool in customer service at level 2.
It's not difficult, as one good observation can usually cover all the units in one go so I wouldn't find it an issue.
I don't bust a gut to ensure there is observation in every unit, just make sure I have a good range of diverse evidence.
Having worked for three training providers who each wanted different things, I adjust my methods accordingly - unless I can point to the standards or the QCA code of practice which says different.
Dave
Observation
My 5 eggs worth! Its all down to the close reading of the specific award requirements, as published by your awarding body. Thereafter it becomes the responsibility of the individual assessor to plan their own work load and methodology, as long as it complies with awarding body requirements. In reality standardisation, across assessors within a centre, may also have a bearing. Root advice.......consult your IV!