complaining about a faulty product or poor service reporting a problem fire, accident – parent–teacher interview dealing with warnings, advice, requests for information Identify suggestions or recognising suggested steps required, such as solutions offered may include: He needs to return the books within seven days or pay to replace the books. She needs to send the product back to the company along with the original receipt. So I need to make the complaint in writing to your manager recognising use of conditionals, such as if, unless Respond may include: using expressions and strategies to express concern really help me, because... That doesn’t negotiate if outcome is unsatisfactory. I think good don’t that’s enough The problem is … … repeat request for item or service needed soften a request, for example use of continuous I was wondering if I was hoping to get a replacement …, make a simple prediction of consequences If you are unable to help me, like to speak to your supervisor I’d Clarify may include: Clarifying statements or questions, such as OK, so call you again in a week to find out I’ll what’s happened. So, update my account today? you’ll So, contact me? you’ll Evidence Guide The evidence guide provides advice on assessment and must be read in conjunction with the Elements, Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment section in Section B of the Curriculum. Critical aspects for Assessment must confirm the ability to: assessment and evidence Use straightforward conventions and linguistic knowledge to required to demonstrate competency in this unit initiate and sustain conversations with one or more people on a range of straightforward topics conduct straightforward transactions using a range of communication strategies Context of and specific Assessment must ensure: resources for assessment access to a range of EAL resources including bilingual resources and other resources for support a bilingual dictionary, and/or an English-English dictionary access to conversation participants
complaining about a faulty product or poor service reporting a problem – fire, accident parent–teacher interview dealing with warnings, advice, requests for information Identify suggestions or solutions offered may include: recognising suggested steps required, such as He needs to return the books within seven days or pay to replace the books. She needs to send the product back to the company along with the original receipt. So I need to make the complaint in writing to your manager recognising use of conditionals, such as if, unless Respond may include: using expressions and strategies to express concern That doesn’t really help me, because... negotiate if outcome is unsatisfactory. I don’t think that’s good enough … The problem is … repeat request for item or service needed soften a request, for example use of continuous I was wondering if …, I was hoping to get a replacement make a simple prediction of consequences If you are unable to help me, I’d like to speak to your supervisor Clarify may include: Clarifying statements or questions, such as OK, so I’ll call you again in a week to find out what’s happened. So, you’ll update my account today? So, you’ll contact me? Evidence Guide The evidence guide provides advice on assessment and must be read in conjunction with the Elements, Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment section in Section B of the Curriculum. Critical aspects for assessment and evidence required to demonstrate competency in this unit Assessment must confirm the ability to: Use straightforward conventions and linguistic knowledge to initiate and sustain conversations with one or more people on a range of straightforward topics conduct straightforward transactions using a range of communication strategies Context of and specific resources for assessment Assessment must ensure: access to a range of EAL resources including bilingual resources and other resources for support a bilingual dictionary, and/or an English-English dictionary access to conversation participants
22482_22492VICEALFramework.docx