TRAINING PLAN

Course Contact Center Services NC II

Unit of PARTICIPATE IN WORKPLACE COMMUNICATION.
Competen
cy
Module PARTICIPATING IN WORKPLACE COMMUNICATION.
Title
Modality: Check which modality will be applied. Multi-modal is allowed.
[ / ] Full Online [ ] Blended Online [ ] Distance Learning

Learning Contents Learning Resources

Outcomes
 Effective verbal  E-Competency-Based Learning Materials
LO1. and nonverbal (CBLM) with Information Sheet/s 1.1-1 to 1.1-1a
Obtain and communication  Instructional Video.
convey  Different https://youtu.be/VH830Du82Ng?
workplace si=5xugH1meu12G3HfM
modes of
information https://youtu.be/Ez3u7I1yEdk?
communication si=BQd4ehacbG3yGETm
.  Medium of
communication  PowerPoint Presentation (Obtain and convey
in the workplace information)
workplace
 Organizational
policies
 Communicatio
n procedures
and systems
 Lines of
Communicatio
n
 Technology
relevant to the
enterprise and
the individual’s
work
responsibilities
 Workplace
etiquette
 Following
simple spoken
language
 Performing
routine
workplace
duties following
simple written
notices
 Participating in
workplace
meetings and
discussions
  Preparing
work- related
documents
 Estimating,
calculating and
recording
routine
workplace
measures
 Relating/
Interacting with
people of
various levels
in the
workplace
 Gathering and
providing basic
information in
response to
workplace
requirements
 Basic business
writing skills
 Interpersonal
skills in the
workplace
Active-listening
skills

 Effective verbal  E-Competency-Based Learning Materials

LO2. and non-verbal (CBLM) with Information Sheet/s. 1.2-1 to 1.2-1a
Perform communication  Instructional Video.
duties  Different https://youtu.be/DhxfoRsZ9M4?
following si=_FePsZ8sTYk2jYOx
modes of
workplace https://youtu.be/7chEu8oNo6E?
communication si=L4L6E9fYwczP_xzY
instruction  Medium of
s communication  PowerPoint Presentation
in the (Perform duties in the workplace)
workplace (Different duties in the workplace)
 Organizational/
Workplace
policies
 Communicatio
n procedures
and systems
 Lines of
communication
 Technology
relevant to the
enterprise and
the individual’s
 work
responsibilities
 Effective
questioning
techniques
(clarifying and
probing)
 Workplace
etiquette
 Following
simple spoken
instructions
 Performing
routine
workplace
duties following
simple written
notices
 Participating in
workplace
meetings and
discussions
 Completing
work- related
documents
 Estimating,
calculating and
recording
routine
workplace
measures
 Relating/
Responding to
people of
various levels
in the
workplace
 Gathering and
providing
information in
response to
workplace
requirements
 Basic
questioning/qu
erying
 Skills in
reading for
information
Skills in locating
 Effective verbal  E-Competency-Based Learning Materials
LO3. and non-verbal (CBLM) with Information Sheet/s.1.3-1
Complete  Instructional Video.
 relevant communication https://youtu.be/TeQ4dPKsOY0?
work  Different si=pIL2KpefCRBAFJex
related modes of https://youtu.be/Y4PQOCMr-tI?
documents communication si=aFbwG_cgQwRiaVYe
.  Workplace
 PowerPoint Presentation. (Work related
forms and documents)
documents
 Organizational/
Workplace
policies
 Communicatio
n procedures
and systems
 Technology
relevant to the
enterprise and
the individual’s
work
responsibilities
 Completing
work- related
documents
 Applying
operations of
addition,
subtraction,
division and
multiplication
 Gathering and
providing
information in
response to
workplace
requirements
Effective record
keeping skills

Course Contact Center Services NC II

Unit of WORK IN A TEAM ENVIRONMENT
Competen
cy
Module WORKING IN A TEAM ENVIRONMENT
Title
Modality: Check which modality will be applied. Multi-modal is allowed.
[ / ] Full Online [ ] Blended Online [ ] Distance Learning

Learning Contents Learning Resources

Outcomes
 Group  E-Competency-Based Learning Materials (CBLM)
LO1. structure with Information Sheet/s. 2.1-1 to 2.1-1a
Describe  Instructional Video.
 team role  Group https://youtu.be/n5RvFAdxLLU?
and scope. development si=9dmx6pF7GSv_OC2P
 Sources of https://youtu.be/XEQOhkRsXq0?si=BEfBw-
wqNndGWbxt
information
 Communicati  PowerPoint Presentation. (Team role and scope)
ng with
others,
appropriately
consistent
with the
culture of the
workplace
 Developing
ways in
improving
work
structure and
performing
respective
roles in the
group or
organization
 Team roles  E-Competency-Based Learning Materials (CBLM)
LO2. and with Information Sheet/s. 2.2-1
Identify objectives  Instructional Video.
one’s role  Team https://youtu.be/P_sXQsrDF-k?
and si=F5CXq065jRchbO77
structure and
responsibili https://youtu.be/CitykG5reR0?si=pGR-
parameters oOYMRbdZ9JE_
ty within a  Team
team development  PowerPoint Presentation.
 Sources of
information
 Communicati
ng with
others,
appropriately
consistent
with the
culture of the
workplace
 Developing
ways in
improving
work
structure and
performing
respective
roles in the
group or
organization
 Communicati  E-Competency-Based Learning Materials (CBLM)
LO3. Work on Process with Information Sheet/s. 2.3.-1 to 2.3-1a
as a team  Instructional Video.
 member.  Workplace https://youtu.be/S7PhGkEQUWw?si=WaN4lY8y-
communicati fFA0rK5
on protocol https://youtu.be/GZnvHzivMkQ?
si=ZieORek22K1vE_Xv
 Team
planning and
 PowerPoint Presentation (Work as a team
 decision member)
making
 Team
thinking
 Team roles
 Process of
team
development
 Workplace
context
 Communicati
ng
appropriately,
consistent
with the
culture of the
workplace
 Interacting
effectively
with others
 Deciding as
an individual
and as a
group u
 sing group
think
strategies
and
techniques
Contributing to
Resolution of
issues and
concerns

Course Contact Center Services NC II

Unit of SOLVE/ADDRESS GENERAL WORKPLACE PROBLEMS
Competen
cy
Module SOLVING/ADDRESSING GENERAL WORKPLACE PROBLEMS
Title
Modality: Check which modality will be applied. Multi-modal is allowed.
[ / ] Full Online [ ] Blended Online [ ] Distance Learning

Learning Contents Learning Resources

Outcomes
  Current  E-Competency-Based Learning Materials (CBLM)
LO1. industry with Information Sheet/s. 3.1-1 to 3.1-1a
Identify hardware  Instructional Video.
routine and software https://youtu.be/zJYi1q5aPf8?si=h02m-
problems products and u6ALXbtQu7W
https://youtu.be/YVAJdPTtgGw?
services
si=3AxIC8Ju5W0G4uqS
 Industry
maintenance  PowerPoint Presentation (What are routine
, service and problems?)
helpdesk
practices,
processes
and
procedures
 Industry
standard
diagnostic
tools
 Malfunctions
and
resolutions
 Identifying
current
industry
hardware
and software
products and
services
 Identifying
current
industry
maintenance
, services
and
helpdesk
practices,
processes
and
procedures.
 Identifying
current
industry
standard
diagnostic
tools
 Describing
common
malfunctions
and
resolutions.
 Determining
the root
cause of a
 routine
malfunction
 Current  E-Competency-Based Learning Materials (CBLM)
LO2. Look industry with Information Sheet/s 3.2-1 to 3.2-1a
for hardware  Instructional Video.
solutions to and software https://youtu.be/Rzf9FgwqSKQ?
routine products and si=IxZmLqNJJK141PSE
problems https://youtu.be/tk0Q37GDmJ8?
services
si=GMEdCPLYehJGzaKC
 Industry
service and  PowerPoint Presentation.
helpdesk
practices,
processes
and
procedures
 Operating
systems
 Industry
standard
diagnostic
tools
 Malfunctions
and
resolutions.
 Root cause
analysis
 Identifying
current
industry
hardware
and software
products and
services
 Identifying
services and
helpdesk
practices,
processes
and
procedures.
 Identifying
operating
system
 Identifying
current
industry
standard
diagnostic
tools
 Describing
common
malfunctions
and
 resolutions.
 Determining
the root
cause of a
routine
malfunction
 Standard  E-Competency-Based Learning Materials (CBLM)
LO3. procedures with Information Sheet/s 3.3-1 to 3.3-1a
Recommen  Documentati  Instructional Video.
d solutions on produce https://youtu.be/CdVCNjX6pc0?
to si=XDKNJEKGgM5nMj2t
 Producing
problems https://youtu.be/C1XABm6OUQs?
documentati si=d_99Xxa8kdp0ZM7J
on that
recommends  PowerPoint Presentation ( Recommend solutions
solutions to to problems)
problems
 Following
established
procedures

Course Contact Center Services NC II

Unit of DEVELOP CAREER AND LIFE DECISIONS
Competen
cy
Module DEVELOPING CAREER AND LIFE DECISIONS
Title
Modality: Check which modality will be applied. Multi-modal is allowed.
[ / ] Full Online [ ] Blended Online [ ] Distance Learning

Learning Contents Learning Resources

Outcomes
 Self-  E-Competency-Based Learning Materials (CBLM)
LO1. managemen with Information Sheet/s 4.1-1 to 4.1-1a
Manage t strategies  Instructional Video
one’s that assist in https://youtu.be/VML6qLgOwKk?si=QmCgLFPvF-
emotion regulating 4kvuj3
https://youtu.be/QGQQ7pJQqHk?
behavior
si=WgeZo67b55OwtU86
and
achieving  PowerPoint Presentation ( How to manage
personal emotions?)
and learning
goals (e.g.
Nine self-
managemen
t strategies
according to
Robert
Kelley)
 Enablers
and barriers
in achieving
 personal
and career
goals
 Techniques
in handling
negative
emotions
and
unpleasant
situation in
the
workplace
such as
frustration,
anger,
worry,
anxiety, etc.
 Managing
properly,
one’s
emotions
and
recognizing
situations
that cannot
be changed
and accept
them and
remain
professional
 Developing
self-
discipline,
working
independent
ly and
showing
initiative to
achieve
personal
and career
goals
 Showing
confidence,
and
resilience in
the face of
setbacks
and
frustrations
and other
negative
emotions
 and
unpleasant
situations in
the
workplace
 Basic  E-Competency-Based Learning Materials (CBLM)
LO2. SWOT with Information Sheet/s 4.2-1 to 4.2-1a
Develop analysis  Instructional Video
reflective  Strategies to https://youtu.be/iBmtH0Qx0YU?
practice si=R_c7wC89iATDkby2
improve
https://youtu.be/y7jCmfIy7jk?si=Pe3FEFp6ohtfjbyB
one’s
attitude in  PowerPoint Presentation (How to develop reflective
the practice)
workplace
 Gibbs’
Reflective
Cycle/Model
(Description,
Feelings,
Evaluation,
Analysis,
Conclusion,
and Action
plan)
 Using the
basic SWOT
analysis as
self-
assessment
strategy
 Developing
reflective
practice
through
realization of
limitations,
likes/
dislikes;
through
showing of
self-
confidence
 Demonstrati
ng self-
acceptance
and being
able to
accept
challenges

 Four  E-Competency-Based Learning Materials (CBLM)

LO3. Boost components with Information Sheet/s 4.3-1 to 4.3-1a
self- of self-  Instructional Video
confidence regulation https://youtu.be/l_NYrWqUR40?
and based on si=vQjPAei1dMiaVe49
develop Self- https://youtu.be/_RtUt0RsGMc?
self- Regulation si=mTacYomf5LUrcGry
regulation Theory
 PowerPoint Presentation (How to develop
(SRT)
reflective practice)
 Personality
developmen
t concepts
 Self-help
concepts (e.
g., 7 Habits
by Stephen
Covey,
transactional
analysis,
psycho-
spiritual
concepts)
 Performing
effective
communicati
on skills –
reading,
writing,
conversing
skills
 Showing
affective
skills –
flexibility,
adaptability,
etc.
 Self-
assessment
for
determining
one’s
strengths
and
weaknesses
Course Contact Center Services NC II
Unit of CONTRIBUTE TO WORKPLACE INNOVATION
Competen
cy
Module CONTRIBUTING TO WORKPLACE INNOVATION
Title
Modality: Check which modality will be applied. Multi-modal is allowed.
[ / ] Full Online [ ] Blended Online [ ] Distance Learning

Learning Contents Learning Resources

Outcomes
 Roles of  E-Competency-Based Learning Materials (CBLM)
LO1. Identify individuals with Information Sheet/s 5.1-1 to 5.1-1a
opportunities in  Instructional Video
to do things suggesting https://youtu.be/kI1KQhQiggE?
better and making si=zjns6gPqDGxEXXUA
https://youtu.be/DmJVAbh4Lnc?
improveme
si=UEooeHwMmJ_SdfvJ
nts.
 Positive  PowerPoint Presentation (How to Identify the
impacts opportunities?)
and
challenges
in
innovation.
 Types of
changes
and
responsibilit
y.
 Seven
habits of
highly
effective
people.
 Identifying
opportunitie
s to
improve
and to do
things
better.
Involvemen
t.
 Identifying
the positive
impacts
and the
challenges
 of change
and
innovation
 Identifying
examples
of the types
of changes
that are
within and
outside
own scope
of
responsibilit
y
 Roles of  E-Competency-Based Learning Materials (CBLM)
LO2. Discuss individuals with Information Sheet/s 5.2-1
and develop in  Instructional Video
ideas with suggesting https://youtu.be/iHiLAJGDGt4?
others and making si=6Ui_YRH3IdF5bEkv
https://youtu.be/dItUGF8GdTw?
improveme
si=z9kZ8rMYQB68Wris
nts.
 Positive  PowerPoint Presentation (Discuss and develop
impacts ideas with others)
and
challenges
in
innovation.
 Types of
changes
and
responsibilit
y.
 Seven
habits of
highly
effective
people.
 Identifying
opportunitie
s to
improve
and to do
things
better.
Involvemen
t.
 Identifying
the positive
impacts
and the
challenges
of change
and
 innovation.
 Providing
examples
of the types
of changes
that are
within and
outside
own scope
of
responsibilit
y
 Communic
ating ideas
for change
through
small group
discussions
and
meetings
 Roles of  E-Competency-Based Learning Materials (CBLM)
LO3. individuals with Information Sheet/s 5.3-1 to 5.3-1a
Integrate in  Instructional Video
ideas for suggesting https://youtu.be/ibNMeXQwZp0?
change in and making si=6LKVEugsRBV2-E3e
the https://youtu.be/U7nEgYOcb5c?si=pCPT9jDk-
improveme
lfD4U6Q
workplace nts.
 Positive  PowerPoint Presentation (Integrate ideas for
impacts change in the workplace)
and
challenges
in
innovation.
 Types of
changes
and
responsibilit
y.
 Seven
habits of
highly
effective
people.
 Basic
research
skills.
 Identifying
opportunitie
s to
improve
and to do
things
better.
 Involvemen
t.
 Identifying
the positive
impacts
and the
challenges
of change
and
innovation.
 Providing
examples
of the types
of changes
that are
within and
outside
own scope
of
responsibilit
y.
 Communic
ating ideas
for change
through
small group
discussions
and
meetings.
 Demonstrat
ing skills in
analysis
and
interpretatio
n of data.
Course Contact Center Services NC II
Unit of PRESENT RELEVANT INFORMATION
Competen
cy
Module PRESENTING RELEVANT INFORMATION
Title
Modality: Check which modality will be applied. Multi-modal is allowed.
[ / ] Full Online [ ] Blended Online [ ] Distance Learning

Learning Contents Learning Resources

Outcomes
 Organizational  E-Competency-Based Learning Materials
LO1. protocols (CBLM) with Information Sheet/s 6.1-1
Gather  Confidentiality  Instructional Video
data/  Accuracy https://youtu.be/0LklWXCOawE?si=KB3I-
information  Business swceSs1EH9_
https://youtu.be/Lb6Gi6IR-Kc?
mathematics and si=n8hta0c6x0tzR6cb
statistics
 Data analysis  PowerPoint Presentation (Data Gathering
techniques/proce Tools)
dures
 Reporting
requirements to a
range of
audiences
 Legislation, policy
and procedures
relating to the
conduct of
evaluations
 Organizational
values, ethics
and codes of
conduct
 Describing
organizational
protocols relating
to client liaison
 Protecting
confidentiality
 Describing
accuracy
 Computing
business
mathematics and
statistics
 Describing data
analysis
 techniques/
procedures
 Reporting
requirements to a
range of
audiences
 Stating
legislation, policy
and procedures
relating to the
conduct of
evaluations
 Stating
organizational
values, ethics
and codes of
conduct
 Business  E-Competency-Based Learning Materials
LO2. mathematics and (CBLM) with Information Sheet/s.6.2-1
Assess statistics  Instructional Video.
gathered  Data analysis https://youtu.be/lgCNTuLBMK4?
data/ si=AuU8aRTtUS0r9-b0
techniques/
information procedures
 PowerPoint Presentation.
 Reporting
requirements to a
range of
audiences
 Legislation, policy
and procedures
relating to the
conduct of
evaluations
 Organizational
values, ethics
and codes of
conduct
 Computing
business
mathematics and
statistics
 Describing data
analysis
techniques/
procedures
 Reporting
requirements to a
range of
audiences
 Stating
legislation, policy
and procedures
relating to the
 conduct of
evaluations
 Stating
organizational
values, ethics
and codes of
conduct
 Data analysis  E-Competency-Based Learning Materials
LO3. techniques/ (CBLM) with Information Sheet/s. 6.3-1
Record procedures  Instructional Video
and  Reporting https://youtu.be/ahxsfYcrFEg?
present si=uH6bDm3tI0LoltVM
requirements to a
information range of
 PowerPoint Presentation.
audiences
 Legislation, policy
and procedures
relating to the
conduct of
evaluations
 Organizational
values, ethics
and codes of
conduct
 Describing data
analysis
techniques/
procedures
 Reporting
requirements to a
range of
audiences
 Stating
legislation, policy
and procedures
relating to the
conduct of
evaluations
 Stating
organizational
values, ethics
and codes of
conduct practices

Course Contact Center Services NC II

Unit of PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES
Competen
cy
Module PRACTICING OCCUPATIONAL HEALTH AND SAFETY
Title PROCEDURES
Modality: Check which modality will be applied. Multi-modal is allowed.
[ / ] Full Online [ ] Blended Online [ ] Distance Learning
Learning Contents Learning Resources
Outcomes
 OSH  E-Competency-Based Learning Materials (CBLM)
LO1. preventive with Information Sheet/s. 7.1-1
Identify and control  Instructional Video
OSH requirements https://youtu.be/OQKvfAilDjE?
compliance si=a4ZhsYMQJHgv4WEt
 Hierarchy of
requiremen https://youtu.be/xXv8k_-C3wc?si=90BuQmaFmta-
Controls mWdt
ts  Hazard
Prevention  PowerPoint Presentation ( How to identify OHS
and Control requirements)
 General OSH
principles
 Work
standards
and
procedures
 Safe handling
procedures of
tools,
equipment
and materials
 Standard
emergency
plan and
procedures in
the
workplace
 Communicati
on skills
 Interpersonal
skills
 Critical
thinking skills
 Observation
skills
 Resources  E-Competency-Based Learning Materials (CBLM)
LO2. necessary to with Information Sheet/s 7.2-1 to 7.2-1a
Prepare execute  Instructional Video
OSH hierarchy of https://youtu.be/KA2KoCkySM8?si=yc_a-
requiremen controls 5cM09LEKhj8
ts for https://youtu.be/OAEVoqGSZ_U?
 General OSH si=1sHCdauAKAgZZ75n
compliance principles
 Work  PowerPoint Presentation (How to prepare OSH
standards requirements)
and
procedures
 Safe handling
procedures of
tools,
equipment
 and materials
 Different
OSH control
measures
 Communicati
on skills
 Estimation
skills
 Interpersonal
skills
 Critical
thinking skills
 Observation
skills
 Material, tool
and
equipment
identification
skills
 OSH work  E-Competency-Based Learning Materials (CBLM)
LO3. standards with Information Sheet/s 7.3-1 to 7.3-1a
Perform  Industry  Instructional Video
tasks in related work https://youtu.be/s0CGgjQOC00?
accordance si=3BHojBuNFMkZ8UaO
activities
with https://youtu.be/t6vr1QYtYvs?
 General OSH si=0Oyhvp1PJWssAFsq
relevant principles
OSH  OSH  PowerPoint Presentation (Perform tasks in
policies Violations accordance with relevant OSH policies and
and  Non- procedures)
procedures compliance
work
activities
 Communicati
on skills
 Interpersonal
skills
 Troubleshooti
ng skills
 Critical
thinking skills
 Observation
skills

Course Contact Center Services NC II

Unit of EXERCISE EFFICIENT AND EFFECTIVE SUSTAINABLE
Competency PRACTICES IN THE WORKPLACE
Module Title EXERCISING EFFICIENT AND EFFECTIVE SUSTAINABLE
PRACTICES IN THE WORKPLACE
Modality: Check which modality will be applied. Multi-modal is allowed.
[ / ] Full Online [ ] Blended Online [ ] Distance Learning
 Learning Contents Learning Resources
Outcomes
 Importance  E-Competency-Based Learning Materials
LO1. Identify of (CBLM) with Information Sheet/s 8.1-1
the efficiency Environmen  Instructional Video
and tal Literacy https://youtu.be/8ySTKuPu3wI?
effectiveness  Environmen si=RaafSq31XRN5vjDh
of resource https://youtu.be/Brkcj6ie7ic?si=3c_i9aJQs1CD-
tal Work TBN
utilization Procedures https://youtu.be/kC3VTg-8f0s?
 Waste si=ghTcIR3FMApd7l4Q
Minimization
 Efficient  PowerPoint Presentation ( Identifying the
Energy efficiency and effectiveness of resource
Consumptio utilization)
ns
 Recording
Skills
 Writing
Skills
 Innovation
Skills
 Causes of  E-Competency-Based Learning Materials
LO2. environment (CBLM) with Information Sheet/s 8.2-1
Determine al  Instructional Video
causes of inefficiencie https://youtu.be/o_lM1Ri0eG8?
inefficiency s and si=hjY213DI_HMQOp6j
and/or ineffectiven
ineffectivene  PowerPoint Presentation (Determine causes of
ess
ss of inefficiency and/or ineffectiveness of
 Deductive
resource resource utilization)
Reasoning
utilization Skills
 Critical
thinking
 Problem
Solving
 Observation
Skills
 Appropriate  E-Competency-Based Learning Materials
LO3. Convey Personnel (CBLM) with Information Sheet/s 8.3-1
inefficient to address  Instructional Video
and the https://youtu.be/tQFo0JVPOgk?
ineffective environment si=4GIpG7jQqtZJBxBL
environment https://youtu.be/CfM0MxBfi2g?
al hazards
si=eqFBTQTM9uvMgHLb
al practices  Environmen
tal  PowerPoint Presentation (Convey inefficient
corrective and ineffective environmental practices)
actions
 Written and
Oral
Communica
tion Skills
  Critical
thinking
 Problem
Solving
 Observation
Skills
 Practice
Environmen
tal
Awareness

Course Contact Center Services NC II

Unit of PRACTICE ENTREPRENEURIAL SKILLS IN THE WORKPLACE
Competenc
y
Module PRACTICING ENTREPRENEURIAL SKILLS IN THE WORKPLACE
Title
Modality: Check which modality will be applied. Multi-modal is allowed.
[ / ] Full Online [ ] Blended Online [ ] Distance Learning

Learning Contents Learning Resources

Outcomes
 Workplace best  E-Competency-Based Learning Materials
LO1. Apply practices, (CBLM) with Information Sheet/s 9.1-1
entrepreneur policies and  Instructional Video
ial criteria https://youtu.be/lJjILQu2xM8?si=c7M_l-
workplace LyWsM8Mjss
 Resource
best https://youtu.be/b_n6i1ug0tQ?
utilization si=TpYqv4O0cifuw7gK
practices  Ways in fostering
entrepreneurial  PowerPoint Presentation ( How to Apply
attitudes: entrepreneurial workplace best practices)
- Patience
- Honesty
- Quality-
consciousnes
s
- Safety-
consciousnes
s
- Resourcefulne
ss
 Communication
skills
 Complying with
quality
procedures
 Workplace best  E-Competency-Based Learning Materials
LO2. practices, (CBLM) with Information Sheet/s 9.2-1
Communicat policies and  Instructional Video
e criteria https://youtu.be/knUEdy-kOIQ?
entrepreneur si=73p8qRA8nZcOHcP8
 ial  Resource https://youtu.be/MfqPp37KGBQ?
workplace utilization si=lPpfHsko9cYc8wTt
best  Ways in fostering
practices entrepreneurial  PowerPoint Presentation (Communicate
attitudes: entrepreneurial workplace best practices)
- Patience
- Honesty
- Quality-
consciousnes
s
- Safety-
consciousnes
s
- Resourcefulne
ss
 Communication
skills
 Complying with
quality
procedures
 Following
workplace
communication
protocol
 Optimization of  E-Competency-Based Learning Materials
LO3. workplace (CBLM) with Information Sheet/s 9.3-1 to 9.3-
resources 1a
Implement
 5S procedures  Instructional Video
cost- https://youtu.be/O5kMkNGvjuI?
and concepts
effective si=7gK528xsczMAMeKT
 Criteria for cost- https://youtu.be/Brkcj6ie7ic?si=V8hcYq-
operations
effectiveness 576lmTWpO
 Workplace
productivity  PowerPoint Presentation (Implement cost-
 Impact of effective operations)
entrepreneurial
mindset to
workplace
productivity
 Ways in fostering
entrepreneurial
attitudes:
- Quality-
consciousnes
s
- Safety-
consciousnes
s
 Implementing
preservation and
optimizing
workplace
resources
 Observing
judicious use of
workplace tools,
equipment and
materials
 Making
constructive
contributions to
office operations
 Sustaining
ability to work
within allotted
time and
finances