Time Content Timing 08.00 8.30 Welcome 30 min – Participant attendance register 1 3 – Module overview and introduction Activity 1: Problem Solving Puzzles 08.30 09.30 Topic 1: Solve problems and make decisions 60 min – 4 24 – Activity 2: Problem solving scenarios Activity 3: Cross Cultural Problem scenarios 09.30 10.00 Topic 2: Identify and Manage risks 80 min – 25 61 – Activity 4: Cell Search: Activity 5: Case Study: Identify Risks Activity 6: Risk assessment matrix 10.00 10.15 – 10.15 11.15 Topic 2: continued – 11.15 12.00 Topic 3: Handle Unexpected Events 40 min – 62 88 – Activity 7: Recognise events 12.00 - 1300 Lunch Break 13.00 14.30 4: Handle Complaints 100 min – 89 122 – Activity 8: Flashcard sequence Flashcards: Do’s and Don’ts Activity 9: Activity 10: Complaint handling role plays 14.30 15.15 Assignment presentations – 15.15 15.30 Break – 13.30 16.30 Assignment presentations – 16.30 17.00 Closure: 30 min – 123 126 – Assignment discussion Closing ceremony and certificates Module introduction
Time Content Timing 08.00 – 8.30 Welcome Participant attendance register 1 – 3 Module overview and introduction Activity 1: Problem Solving Puzzles 30 min 08.30 – 09.30 Topic 1: Solve problems and make decisions 4 – 24 Activity 2: Problem solving scenarios Activity 3: Cross Cultural Problem scenarios 60 min 09.30 – 10.00 Topic 2: Identify and Manage risks 25 – 61 Activity 4: Cell Search: Activity 5: Case Study: Identify Risks Activity 6: Risk assessment matrix 80 min 10.00 – 10.15 10.15 – 11.15 Topic 2: continued 11.15 – 12.00 Topic 3: Handle Unexpected Events 62 – 88 Activity 7: Recognise events 40 min 12.00 - 1300 Lunch Break 13.00 – 14.30 4: Handle Complaints 89 – 122 Activity 8: Flashcard sequence Activity 9: Flashcards: Do’s and Don’ts Activity 10: Complaint handling role plays 100 min 14.30 – 15.15 Assignment presentations 15.15 – 15.30 Break 13.30 – 16.30 Assignment presentations 16.30 – 17.00 Closure: 123 – 126 Assignment discussion Closing ceremony and certificates 30 min Module introduction
Trainer_Guide_Mod_5_Final.docx