Title of Classroom-based Learning Session People’s person skills 101

Learning Outcomes

(at least 2 learning outcomes)  By the end of this module, learners will be able to:

LO1: Converse confidently and positively with different individuals or groups
LO2: To maintain guest approval and reduce unsatisfactory service standards

Learners’ Profile Demographics:

• Gender: All Genders
• Age: 18 – 60
• Race: Any
• Ethnic Group: Any
• Job Category: Service Industry
• Career Stage: Rank and file – Higher management

Cognitive Characteristics:

• Language ability: English
• Educational level: Primary – Diploma
• Literacy and Numeracy proficiency: Fair – Advance
• Learning styles and preferences: Written and verbal communications
• Prior knowledge and skills: At least 1 year of relevant experience in the service industry

Affective Characteristics:

• Attitude towards learning: Determined
• Motivation to learn: High
• Level of anxiety about learning: Low
• Barriers to learning: Personal resistance/lack of focus and experience
• Interests: Public speaking/engaging in conversation

Social Characteristics:

• Relationship with peers: Strong
• Tendency to compete or cooperate: Medium
• Access to electronic resources: Intermediate
• Computer literacy: intermediate
• Social background: Friendly

Appropriate Instructional Methods and Learning Activities Matching Your Learner Profile and Learning Outcomes

(1) Gagne’s 9 Events Of Instruction

(2) Verbal information (declarative knowledge)

(3)Converse confidently and positively with different individuals or groups
To maintain guest approval and reduce unsatisfactory service standards