COMMERCIAL COOKING NC IV – TESDA COURSE MODULE

TESDA TRAINING REGULATIONS FOR COMMERCIAL COOKING NC IV COURSE

The TESDA Commercial Cooking NC IV Training Course consists of competencies that a person must achieve to plan and prepare foods to meet special dietary and cultural needs; designs menus, plan and implement a food safety program and catering event; and manage a team of cooks for guests in hotels, motels, restaurants, clubs, canteens, resorts, luxury liners and cruise ships within the company’s acceptable standards. He/she is also able to implement and/or execute plans and monitor expenses to generate the required gross profit margins.

This Qualification is packaged from the competency map of the Tourism Sector (Hotels and Restaurants)

A student who has achieved this Course in COMMERCIAL COOKING NC IV is competent to be:

• Sous Chef
• Executive Sous Chef
• Restaurant Chef

TRAINEE ENTRY REQUIREMENTS

Trainees or students who would like to enroll in this program must possess the following requirements:

• can communicate both orally and in written form;
• physically and mentally fit;
• with good moral character;
• can perform basic mathematical computation;
• must be competent in the entire Commercial Cooking NC III qualification either through training, experience or certification

This list does not include specific institutional requirements such as educational attainment, appropriate work experience, and others that may be required of the trainees by the school or training center delivering the TVET program.

COMMERCIAL COOKING NC IV – TRAINING AND REGULATION MODULE

Course Title: COMMERCIAL COOKING
Level: NC IV
Nominal Training Duration : 260 Hours

(Basic Competencies) 56 hrs.
(Common Competencies) 24 hrs.
(Core Competencies) 180 hrs.

This course is designed to enhance the knowledge, skills and attitude in planning and preparing foods to meet special dietary and cultural needs; designing menus, planning and implementing a food safety program and catering event; and managing a team of cooks for guests. It also includes competencies in developing teams and individuals, applying problem-solving techniques, collecting, analyzing and organizing information, planning and organizing work, conducting assessment, and managing workplace diversity, finances, and quality customer service.

COMPETENCIES REQUIRED IN COMMERCIAL COOKING NC IV

This units of competency comprising this qualification include Basic, Common, Elective and Core Competencies.

To obtain this TESDA course in COMMERCIAL COOKING NC IV, all units prescribed for this qualification must be achieved.

These units of competency comprising this qualification include the following:

UNIT CODE	CORE COMPETENCIES (180 hours)
TRS512355	Prepare foods according to dietary and cultural needs
TRS512356	Transport and store food in a safe and hygienic manner
TRS512357	Apply catering control principles
TRS512358	Develop menus to meet special dietary and cultural needs
TRS512359	Select catering systems
TRS512360	Manage facilities associated with commercial catering contracts
TRS512361	Plan the catering for an event or function
TRS512362	Design menus to meet market needs
TRS512363	Develop a food safety program
UNIT CODE	COMMON COMPETENCIES (24 hours)
TRS311210	Conduct assessment
TRS311211	Manage workplace diversity
TRS311212	Manage finances within a budget
TRS311213	Manage quality customer service
UNIT CODE	BASIC COMPETENCIES (56 hours)
500311115	Utilize specialized communication skills
500311116	Develop teams and individuals
500311117	Apply problem solving techniques in the workplace
500311118	Collect, analyze and organize information
500311119	Plan and organize work
500311120	Promote environmental protection

CORE COMPETENCIES

This section gives the details of the contents of the core units of competency required in COMMERCIAL COOKING NC IV.

UNIT OF COMPETENCY : PREPARE FOODS ACCORDING TO DIETARY AND CULTURAL NEEDS
UNIT CODE : TRS512355

This unit refers to the preparation and cooking of foods to meet both basic and specific dietary and cultural needs. It covers the ability to apply basic nutritional principles as well as deal with special dietary and cultural requirements normally encountered in a variety of hospitality and catering establishments.

This unit applies to all hospitality and catering operations where food and related services are provided such as hotels and restaurants, cafeterias, kiosks, canteens, cafes, educational institutions, health establishments, defense forces, corrective services, residential catering, in-flight and other transport catering, events catering and private catering.

Basic nutritional requirements generally refer to recommendations made in the dietary guidelines made by the Nutritionists and Dietitians Association of the Philippines endorsed by the Philippine Government and by other recognized health authorities. It includes recommendations made for the general public including senior citizens, children, adolescents, in order to maintain a healthy balanced diet. Special dietary and cultural requirements include therapeutic and contemporary eating regimes as well as customer requests and preferences, and specific cultural and religious needs.

1. Prepare and present foods to meet basic nutritional needs
   • Foods are prepared to meet basic nutritional needs.
   • Appropriate ingredients are selected to ensure optimum quality of end products including:
     • Raw foods
     • Convenience food products
   • Suitable preparation and cooking techniques are employed to retain optimum nutritional values.
   • A variety of nutritionally balanced food is presented in an appetizing and attractive manner.
2. Prepare and present foods to meet special dietary requirements
   • The requirements for special diets are identified according to instructions from relevant persons.
   • Essential ingredients are selected for special dietary requirements.
   • Food texture is modified appropriately to suit specific requirements.
   • Food is presented in an appetizing and attractive manner.
3. Prepare foods to satisfy specific cultural or religious needs
   • Requirements for specific cultural groups or special customer requests are identified and met according to instructions from relevant persons.
   • Appropriate equipment cooking techniques are employed for specific diets.
   • Food is prepared and served taking into account specified or requested cultural and religious considerations.
   • An adequate range of nutritionally balanced food is presented in an appetizing and attractive manner.

UNIT OF COMPETENCY : TRANSPORT AND STORE FOOD IN A SAFE AND HYGIENIC MANNER
UNIT CODE : TRS512356

This unit refers to the transportation of food from a food preparation area to another location. It also deals with holding or storage on its arrival. Transportation refers to the moving of food and food items from one location to another. For example, transporting food from a kitchen to a school or hospital or providing event catering. It does not refer to the transport of food from the kitchen to the dining room or as part of room service.

This unit applies to all hospitality and catering operations where food and related services are provided such as hotels and restaurants, cafeterias, kiosks, canteens, cafes, educational institutions, health establishments, defense forces, corrective services, residential catering, in-flight and other transport catering, events catering and private catering.

1. Identify appropriate food transportation
   • Suitable food transportation vehicles are selected according to establishment requirements.
2. Transport food safely and hygienically
   • Food is packaged, loaded and unloaded appropriately.
   • Hygienic work practices are employed and occupational health and safety regulations are observed.
   • Food transportation records are maintained appropriately and accurately.
3. Store food safely and hygienically
   • Food storage conditions are selected appropriately for specific food type including:
     • Dairy
     • Meat and fish
     • Fruit and vegetables
     • Dried goods
   • Appropriate environmental conditions are maintained for specific food types to ensure freshness, quality and appearance.
   • Appropriate storage and holding methods are employed to optimize nutritional quality.
   • Hygienic work practices are employed and occupational health and safety procedures and practices are observed.
   • Storage areas are kept free from contaminants and pests.

UNIT OF COMPETENCY : APPLY CATERING CONTROL PRINCIPLES
UNIT CODE : TRS512357

This unit covers the application of catering control principles to the ordering, receiving, storage and processing of food to minimize wastage.

This unit applies to all hospitality and catering operations where food and related services are provided such as hotels and restaurants, cafeterias, kiosks, canteens, cafes, educational institutions, health establishments, defense forces, corrective services, residential catering, in-flight and other transport catering, events catering and private catering.

1. Identify procedures to reduce wastage
   • Appropriate procedures for reducing wastage during ordering, receiving, storage and processing of food are identified.
   • Appropriate control measures are identified to reduce loss.
2. Carry out catering control procedures
   • Portion control is carried out effectively.
   • Calibrated equipment are used correctly to ensure correct portion control.
   • Recipes are accurately followed to avoid wastage.
   • Suitable quantities of stock are ordered to avoid over or under ordering.
   • Stock are rotated and documented accurately.
   • Food is stored correctly and securely to minimize wastage and loss.
3. Minimize waste
   • Re-usable products of food preparation and cooking are utilized effectively.
   • Recyclable products are utilized and disposed in an environmentally appropriate way.
   • Non-recyclable products are disposed of according to health and safety requirements, relevant regulations and in environmentally appropriate way.

UNIT OF COMPETENCY : DEVELOP MENUS TO MEET SPECIAL DIETARY AND CULTURAL NEEDS
UNIT CODE : TRS512358

This unit refers to the development of menus and meal plans, including meeting specific dietary and cultural needs of different target markets.

1. Identify the dietary and cultural requirements of customers
   • Dietary and cultural requirements of different target groups are identified through consideration of all appropriate factors.
   • Contemporary dietary trends and regimes are taken into consideration in assessing dietary requirements.
   • Dietitians, medical specialists, or other relevant personnel are liaised with in order to identify and confirm requirements.
2. Develop menus and meal plans to meet dietary and cultural requirements.
   • A variety of suitable foods, meals and menus are selected for specific dietary requirements taking account of Dietary Guidelines and menu planning principles.
   • Meal plans and menus that promote good health and reduce the incidence of diet-related health problems are developed in consultation with relevant personnel, according to job role.
   • Cyclic menus are prepared when required and they are balanced in terms of nutritional requirements and variety.
   • Food preparation and cooking methods are recommended to maximize nutritional value of food.
   • Appropriate combinations of food are identified to meet macro and micro nutrient requirements.
   • Special needs are taken into consideration including texture, composition and portion size.
   • Sufficient choices of dishes are incorporated into the menus.
   • Menus are costed to comply with costing constraints.
   • Correct terminology is used in menus and meal plans.
3. Evaluate meals and menus
   • Meals and menus are evaluated using appropriate methods to ensure customer satisfaction based on the enterprise’s menu standard.
   • Menus are adjusted as required to ensure dietary needs and goals are met.

UNIT OF COMPETENCY : SELECT CATERING SYSTEMS (MICROS, IFCA AND OTHERS)
UNIT CODE : TRS512359

This unit deals with the evaluation and selection of catering systems, including cook chill systems, to meet the food production needs of a catering enterprise. It focuses on the planning and evaluation processes undertaken by supervisors and managers prior to the purchase of a system.

1. Review catering system requirements
   • Catering systems requirements are reviewed taking into account all relevant factors including:
     • Type of menu and nutritional requirements
     • Production volume
     • Location of service points
     • Holding requirements
     • F & B cost control
   • Constraints are identified including the availability of:
     • Facilities and equipment
     • Operational issues
     • Financial resources
     • Human resources (current skills and training needs)
2. Evaluate and select the catering system
   • Food production characteristics of systems are evaluated against identified requirements.
   • System processes and equipment is evaluated for all stages of the food production process.
   • Staffing requirement for specific systems is evaluated and matched with identified requirements.
   • Installation requirements for the specific systems and their operational impacts are evaluated.
   • The production and organizational changes required to introduce particular systems are taken into account.
   • Advantages and disadvantages of different systems are considered and selections are made accordingly.

UNIT OF COMPETENCY : MANAGE FACILITIES ASSOCIATED WITH COMMERCIAL CATERING CONTRACTS
UNIT CODE : TRS512360

This unit deals with the management of small scale facilities associated with commercial catering contracts. It reflects a situation where a caterer may hold a contract to operate a catering outlet within a venue owned by another organization (eg. within a school or sporting club).

1. Organize maintenance of facilities
   • Scope of maintenance requirements is identified in accordance with contract or scope of operations.
   • Responsibility for specific maintenance functions is allocated considering the advantages and disadvantages of in-house staff and external contractors.
   • Regular maintenance of facilities is organized on time to meet specific requirements and to meet budgetary targets.
2. Manage catering stores and storage areas
   • Stocks are purchased, received, stored and transferred according to contracted requirements and negotiated supplier agreements.
   • Storage, stock control and distribution systems are organized for the specific facility in accordance with contracted requirements, OH&S and health department regulations.
   • Accurate records and reports are maintained according to enterprise policy and procedures.
3. Maintain a facilities assets register
   • All assets are identified and registered clearly.
   • Routine audits of assets are conducted.
   • Asset and inventory reports are issued according to enterprise practices.
4. Manage client services associated with the facility
   • Stakeholders are liaised with to determined
     general and specific requirements for client service.
   • Exiting client services across all areas of operation are monitored to identify areas for improvement.
   • Temporary or permanent upgrades or modifications of existing services and facilities are arranged as required and in accordance with appropriate regulations.
   • Additional human, physical or financial resources are organized in accordance with customer requirements.
   • Provisions of new services or facilities are arranged when required.
   • Budgeting targets are maintained in the management of client services.
   • Feedback on catering service is reviewed and provision of client service is modified accordingly.

UNIT OF COMPETENCY : PLAN THE CATERING FOR AN EVENT OR FUNCTION
UNIT CODE : TRS512361

This unit deals with the skills and knowledge required to plan the catering of an event or function. While catering is the major focus of this unit, it also refers to additional services which may be offered by a caterer such as those related to décor and theme. However, the unit does not cover the broader event management skills required for a major event which are covered in other specialist event management units within the Tourism Training Packages.

1. Identify overall event objectives and scope
   • Key objectives of the event are clarified and agreed upon in consultation with stakeholder.
   • Key information is analyzed and consulted with stakeholders to determined the broad scope of the event including indicators for:
     • Size and numbers of guests/delegates
     • Location (s)
     • Time and duration
     • Budget
     • Dietary restrictions
     • Guests profile
   • Factors which may impact on the event catering, are identified and analyzed.
2. Prepare the catering concept for an event or function
   • Ideas to the overall event concept, theme and format are contributed according to scope of responsibility.
   • The key elements for catering are identified
     and defined in consultation with stakeholders to reflect the objectives and meet the needs of customers.
   • Creative elements are incorporated into catering concept and theme.
   • Operational practicality and cohesiveness of the catering concept, theme and format are verified through consultation and analysis.
3. Prepare and implement an operational plan for the catering of an event or function
   • Operational plan for the provision of catering and ancillary services is prepared identifying steps, activities and sequence.
   • Appropriate risk management is incorporated into the plan.
   • Details are reviewed, verified and finalized with the client.
   • Accurate and complete information on the catering concept and operational plans is provided to all relevant stakeholders to ensure timely and effective planning and implementation.
   • Approval from relevant stakeholders is obtained prior to implementation.
   • Banquet event order / contract is disseminated to different departments needing coordination.
   • The catering plan for the event is implemented and monitored making adjustments as required.
   • Feedback is obtained after the event and plans are reviewed to evaluate the degree to which it met objectives and customer requirements.

UNIT OF COMPETENCY : DESIGN MENUS TO MEET MARKET NEEDS
UNIT CODE : TRS512362

This unit deals with the skills and knowledge to use menu planning as a marketing and management tool. It is an extension of skills identified in the unit Plan and control menu based catering.

1. Identify and evaluate target markets for the catering outlet
   • Target markets for the enterprise are identified based on past and current operations and performance.
   • Potential target markets are identified based on review of the current market place and the nature and style of the operation.
   • Preference of key markets are evaluated and matched with overall enterprise products and services.
2. Evaluate market trends in food service
   • Information sources on market trends in food service are identified and accessed.
   • Market trends are evaluated for relevance to the enterprise current and potential markets.
3. Create menu based on market analysis and within budgetary constraints
   • Relevant market trends are incorporated into food service and menu planning.
   • Menus are developed taking into account enterprise operational constraints or limitations.
   • Menus are constructed to meet profitability targets.
   • Menus are developed taking into account the dietary instructions of the markets.
4. Monitor menu performance
   • Customer satisfaction with menus is monitored based on demand patterns and in consultation with customers and operational staff.
   • Menu items are analyzed in terms of sales and profit performance.
   • Menus are adjusted based on feedback and profitability.

UNIT OF COMPETENCY: DEVELOP A FOOD SAFETY PROGRAM
UNIT CODE : TRS512363

This unit refers to the development, implementation and evaluation of a food safety program for a hospitality or catering operation where food is stored, prepared and served.

1. Identify needs for the food safety program
   • Characteristics of the enterprise are evaluated, including:
     • Size and nature of organization
     • “at risk” client groups
     • layout
     • menu
     • production equipment
     • facilities
     • re-thermalization and service requirements
   • Food safety hazards or any particular issues or risk situations are identified.
   • Existing policies, procedures, practices and product specifications are evaluated and the need for change or enhancement is assessed.
2. Develop a food safety program for a specific commercial catering enterprise
   • Food safety program is designed to suit the characteristics and needs of the enterprise, in consultation with appropriate colleagues and stakeholders.
   • Food production flow charts are developed.
   • Critical control points in the food production system are identified.
   • Methods of control for critical points and hazards are established.
   • Standard operational policies and procedures to support the food safety program, including control procedures and corrective measures, are developed or modified.
   • Product specifications are developed or modified and recorded.
   • Product suppliers are identified and quality assurance specifications are established.
   • Compliance of the food safety program with regulatory requirements and standards is ensured.
   • Training needs are identified and a training plan or program is developed based on needs.
   • Schedule for regular review of the food safety program is developed.
3. Implement the food safety program
   • Food safety programs, policies and procedures are communicated to management and colleagues in the workplace.
   • Compliance by all colleagues to policies and procedures is ensured.
   • Practical and user-friendly recording system is established to document food safety performance.
   • Product specifications are communicated to suppliers and employees and compliance is checked.
   • Appropriate training and mentoring related to the food safety program is organized.
   • Implementation problems are promptly identified and corrective action is taken.
4. Evaluate and revise the food safety program as required
   • Operation and results of the food safety program are monitored according to schedule and in consultation with colleagues and other stakeholders.
   • Operational policies, procedures and records are reviewed and changes or additions required are identified.
   • Tests and/or measures to validate required safety standards are carried out.
   • Food safety program is revised to incorporate amendments or additions.
   • Records are kept to track changes to the food safety program and changes are incorporated into the production system.
   • Colleagues are informed of changes and of when they commence.
   • Need for additional training based on evaluation of the program is identified.
   • Display of appropriate signage and information is ensured.

COMMON COMPETENCIES

UNIT OF COMPETENCY : CONDUCT ASSESSMENT
UNIT CODE : TRS311210

This unit of covers the knowledge, skills, behavior and motivations required to conduct an assessment in accordance with an assessment procedure in a specific context.

1. Identify and explain the context of assessment
   • The context and purpose of assessment is discussed and confirmed with the person/s being assessed.
   • The relevant performance standards to be used in the assessment are clearly explained to the person being assessed.
   • Assessment procedure is clarified and expectations of both the assessor and candidate are agreed upon.
   • Ethical responsibilities associated with the assessment are explained to the person/s being assessed.
   • Needs of the person being assessed are determined to establish any allowable adjustments in the assessment procedure.
   • Information using language and interactive strategies and techniques are conveyed to communicate effectively with the person/s being assessed.
2. Plan evidence gathering opportunities
   • Opportunities to gather evidence of competency, which occur as part of workplace or training activities, are identified.
   • The need to gather additional evidence which may not occur as part of the workplace or training activities is identified.
   • Evidence-gathering activities are planned to provide sufficient, reliable, valid and fair evidence of competency in accordance with the assessment procedure.
3. Organize assessment
   • The resources specified in the assessment procedure are arranged and obtained within a safe and accessible assessment environment.
   • Appropriate personnel are informed of the assessment.
   • Language, strategies and techniques are employed to ensure that spoken interactions and written documents are understood by all persons being assessed and by appropriate personnel.
4. Gather evidence
   • Verbal and non-verbal language are adjusted and strategies to promote a supportive assessment environment are employed to gather evidence
   • The evidence specified in the assessment procedure is gathered using the assessment methods and tools.
   • Evidence is gathered in accordance with specified allowable adjustments where applicable.
   • Evidence gathered is documented in accordance with the assessment procedure.
5. Make the assessment decision
   • Evidence is evaluated in terms of:
     • Validity
     • Authenticity
     • Sufficiency
     • Currency
     • Consistent achievement of the specified standard
   • Evidence is evaluated according to the dimensions of competency:
     • Task skills
     • Task management skills
     • Contingency management skills
     • Job/role environment skill
     • Transfer and application of knowledge and skills to new contexts
   • When in doubt, guidance is sought from a more experienced assessor/s.
   • The assessment decision is made in accordance with the criteria specified in the assessment procedure.
6. Record assessment results
   • The assessment results are recorded accurately in accordance with the specified record keeping requirements.
   • Confidentiality of assessment outcome is maintained and access to the assessment records is provided only to authorized personnel.
7. Provide feedback to persons being assessed
   • Clear and constructive feedback in relation to performance of the person/s being assessed is provided using language and strategies to suit the person/s including provision of guidance on further goals/training opportunities.
   • Opportunities for overcoming any gaps in competency are explored as revealed by the assessment with the person/s being assessed.
   • The person/s being assessed is advised of available reassessment opportunities and/or appeal mechanisms are reviewed where the assessment decision is challenged.
8. Report on the conduct of the assessment
   • Positive and negative features experienced in conducting the assessment are reported to those responsible for the assessment procedure.
   • Any assessment decision disputed by the person/s being assessed is recorded and reported promptly to those responsible for the assessment procedure.
   • Suggestions for improving any aspect of assessment process are made to appropriate personnel.

UNIT OF COMPETENCY : MANAGE WORKPLACE DIVERSITY
UNIT CODE : TRS311211

This unit covers the knowledge, skills, behavior and motivations required to provide leadership in a diverse workplace where customers and staff are from a wide range of backgrounds. It builds on the unit “Work in a socially diverse environment,” and reflects the importance of managing diversity in the hospitality industry.

1. Encourage respect for diversity in the workplace
   • A role model is provided for others through individual behavior that demonstrates respect for diversity.
   • Work practices are developed and planning is undertaken in a manner which shows respect for workplace diversity.
   • Colleagues are assisted and coached in ways of accepting diversity in relation to both colleagues and guests.
2. Use diversity as an asset
   • The skills of a diverse workforce are recognized and used to enhance company performance.
   • The benefits of productive diversity are promoted to colleagues.
3. Deal with problems arising from diversity issues
   • Workplace problems that arise from diversity issues are recognized promptly and action is taken to resolve the situation.
   • Training needs are identified and appropriate action is taken.
   • Coaching and mentoring are used to assist colleagues to successfully work in a diverse environment.

UNIT OF COMPETENCY : MANAGE FINANCES WITHIN A BUDGET
UNIT CODE : TRS311212

This unit covers the knowledge, skills and attitudes required to take responsibility for budget management where others may have developed the budget.

1. Allocate budget resources
   • Funds are allocated according to agreed priorities.
   • Changes in income and expenditure priorities are discussed with appropriate colleagues prior to implementation.
   • All relevant personnel are consulted and informed in relation to resource decisions.
   • Awareness of the importance of budget control is promoted.
   • Detailed records of resource allocation are maintained in accordance with enterprise control systems.
2. Monitor financial activities against budget
   • Actual income and expenditure are checked against budgets accurately and at regular intervals.
   • Financial commitments are included in all documentation to ensure accurate monitoring.
   • Deviations are identified and reported according to company policy and significance of deviation.
   • Appropriate options for more effective management of deviations are investigated.
   • Appropriate colleagues are advised of budget status in relation to targets within agreed timeframes.
3. Identify and evaluate options for improved budget performance
   • Existing costs and resources are assessed and areas for improvement are identified.
   • Desired outcomes are discussed with relevant colleagues.
   • Appropriate research is conducted to investigate new approaches.
   • Benefits and disadvantages of new approaches are defined and clearly communicated.
   • Impacts on customer service levels and colleagues are considered when developing new approaches.
   • Recommendations are presented clearly and logically to the appropriate person/department.
4. Complete financial reports
   • All required financial reports are completed accurately and within designated timelines.
   • Clear and concise information are produced to enable informed decision-making.
   • Reports are promptly forwarded to the appropriate person/department.

UNIT OF COMPETENCY : MANAGE QUALITY CUSTOMER SERVICE
UNIT CODE : TRS311213

This unit covers the knowledge, skills and attitudes required to manage customer service quality in the workplace within a tourism or hospitality context. It focuses on the need to develop active approaches to service quality issues with some strategic focus.

1. Develop approaches to enhance customer service quality
   • Information on customer needs, expectations and satisfaction levels is obtained using both informal and formal research.
   • Opportunities are provided for both customers and colleagues to provide feedback on products and services.
   • Changes in internal and external environments are reviewed and findings are integrated into planning for quality service.
   • Opportunities are provided for colleagues to participate in the customer service planning process.
   • Standards and plans are developed to address key quality service issues.
2. Manage the delivery of quality service
   • Customer service standards and expectations are clearly communicated to colleagues.
   • Access to information on service standards and delivery is provided to colleagues.
   • Coaching is used to assist colleagues to deal with customer service issues and to take responsibility for service outcomes.
   • Customer service in the workplace is monitored to ensure standards are met in accordance with enterprise policies and procedures.
3. Monitor and adjust customer service
   • Feedback is sought from customers on an ongoing basis and this is used to improve performance where applicable.
   • Customer service problems are identified and adjustments to standards, systems and
     procedures are made to ensure continued service quality.
   • New approaches are communicated to all those involved in service delivery within appropriate timeframes.

BASIC COMPETENCIES

UNIT OF COMPETENCY : UTILIZE SPECIALIZED COMMUNICATION SKILLS
UNIT CODE : 500311115

This unit covers the knowledge, skills and attitudes required to use specialized communication skills to meet specific needs of internal and internal clients, conduct interviews, facilitate group of discussions, and contribute to the development of communication strategies.

1. Meet common and specific communication needs of clients and colleagues
   • Specific communication needs of clients and colleagues are identified and met
   • Different approaches are used to meet communication needs of clients and colleagues
   • Conflict is addressed promptly and in a timely way and in a manner which does not compromise the standing of the organization
2. Contribute to the development of communication strategies
   • Strategies for internal and external dissemination of information are developed, promoted, implemented and reviewed as required
   • Channels of communication are established and reviewed regularly
   • Coaching in effective communication is provided
   • Work related network and relationship are maintained as necessary
   • Negotiation and conflict resolution strategies are used where required
   • Communication with clients and colleagues is appropriate to individual needs and organizational objectives
3. Represent the organization
   • When participating in internal or external forums, presentation is relevant, appropriately researched and presented  in a manner to promote the organization
   • Presentation is clear and sequential and delivered within a predetermined time
   • Utilize appropriate media to enhance presentation
   • Differences in views are respected
   • Written communication is consistent with organizational standards
   • Inquiries are responded in a manner consistent with organizational standard
4. Facilitate group discussion
   • Mechanisms which enhance effective group interaction is defined and implemented
   • Strategies which encourage all group members to participate are used routinely
   • Objectives and agenda for meetings and discussions are routinely set and followed
   • Relevant information is provided to group to facilitate outcomes
   • Evaluation of group communication strategies is undertaken to promote participation of all parties
   • Specific communication needs of individuals are identified and addressed
5. Conduct interview
   • A range of appropriate communication strategies are employed in interview situations
   • Records of interviews are made and maintained in accordance with organizational procedures
   • Effective questioning, listening and nonverbal communication techniques are used to ensure that required message is communicated

UNIT OF COMPETENCY : DEVELOP TEAMS AND INDIVIDUALS
UNIT CODE : 500311116

This unit covers the skills, knowledge and attitudes required to determine individual and team development needs and facilitate the development of the workgroup.

1. Provide team leadership
   • Learning and development needs are systematically identified and implemented in line with organizational requirements
   • Learning plan to meet individual and group training and developmental needs is collaboratively developed and implemented
   • Individuals are encouraged to self evaluate performance and identify areas for improvement
   • Feedback on performance of team members is collected from relevant sources and compared with established team learning process
2. Foster individual and organizational growth
   • Learning and development program goals and objectives are identified to match the specific knowledge and skills requirements of competency standards
   • Learning delivery methods are appropriate to the learning goals, the learning style of participants and availability of equipment and resources
   • Workplace learning opportunities and coaching/mentoring assistance are provided to facilitate individual and team achievement of competencies
   • Resources and timelines required for learning activities are identified and approved in accordance with organizational requirements
3. Monitor and evaluate workplace learning
   • Feedback from individuals or teams is used to identify and implement improvements in future learning arrangements
   • Outcomes and performance of individuals/teams are assessed and recorded to determine the effectiveness of development programs and the extent of additional support
   • Modifications to learning plans are negotiated to improve the efficiency and effectiveness of learning
   • Records and reports of competency are maintained within organizational requirement
4. Develop team commitment and cooperation
   • Open communication processes to obtain and share information is used by team
   • Decisions are reached by the team in accordance with its agreed roles and responsibilities
   • Mutual concern and camaraderie are developed in the team
5. Facilitate accomplishment of organizational goals
   • Team members actively participated in team activities and communication processes
   • Teams members developed individual and joint responsibility for their actions
   • Collaborative efforts are sustained to attain organizational goals

UNIT OF COMPETENCY : APPLY PROBLEM SOLVING TECHNIQUES IN THE WORKPLACE
UNIT CODE : 500311117

This competency covers the knowledge, skills and attitudes required to apply the process of problem solving and other problems beyond those associated directly with the process unit. It includes the application of structured processes and improvement tools. This competency is typically performed by an experienced technician, team leader or supervisor.

1. Analyze the problem
   • Issues/concerns are evaluated based on data gathered
   • Possible causes of problem are identified within the area of responsibility as based on experience and the use of problem solving tools/analytical techniques
   • Possible cause statements are developed based on findings
2. Identify possible solutions
   • All possible options are considered for resolution of the problem in accordance with safety and operating procedures
   • Strengths and weaknesses of possible options are considered
   • Corrective action is determined to resolve the problem and its possible future causes
3. Recommend solution to higher management
   • Report/communication or documentation are prepared
   • Recommendations are presented to appropriate personnel
   • Recommendations are followed-up, if required
4. Implement solution
   • Measurable objectives are identified
   • Resource needs are identified
   • Timelines are identified in accordance with plan
5. Evaluate/Monitor results and outcome
   • Processes and improvements are identified based on evaluative assessment of problem
   • Recommendations are prepared and submitted to superiors.

UNIT OF COMPETENCY : COLLECT, ANALYZE AND ORGANIZE INFORMATION
UNIT CODE : 500311118

This unit covers the outcomes required to process, analyze, interpret and organize workplace information and other relevant data.

1. Study information requirements
   • Needs are identified using established research procedures
   • Relevant forms and recording systems are used to gather the information.
   • Respondents are selected to implement survey / research based on established procedures.
2. Process data
   • Data are collected and collated based on the prescribed method.
   • Relevant data are used as references in accordance with the objectives of the program.
   • Information is compiled according to the required form.
3. Analyze, interpret and organize information gathered
   • Data are analyzed using relevant methodologies
   • Where applicable, statistical analysis/methods are employed according to the objectives of the program
   • Graphs and other visual presentations are prepared to facilitate analysis / interpretation of information
4. Present findings/recommendations
   • Findings/recommendations summarized and presented/packaged in user-friendly manner
   • Relevant inputs gathered to finalize report
   • Draft report prepared based on standard format.
   • Technical reports are submitted and disseminated to concerned offices.

UNIT OF COMPETENCY : PLAN AND ORGANIZE WORK
UNIT CODE : 500311119

This unit covers the outcomes required in planning and organizing work. It may be applied to a small independent operation or to a section of a large organization.

1. Set objectives
   • Objectives are consistent with and linked to work activities in accordance with organizational aims
   • Objectives are stated as measurable targets with clear time frames
   • Support and commitment of team members are reflected in the objectives
   • Realistic and attainable objectives are identified
2. Plan and schedule work activities
   • Tasks/work activities to be completed are identified and prioritized as directed
   • Tasks/work activities are broken down into steps in accordance with set time frames achievable components in accordance with set time frames
   • Resources are allocated as per requirements of the activity
   • Schedule of work activities is coordinated with personnel concerned
3. Implement work plans
   • Work methods and practices are identified in consultation with personnel concerned
   • Work plans are implemented in accordance with set time frames, resources and standards
4. Monitor work activities
   • Work activities are monitored and compared with set objectives
   • Work performance is monitored
   • Deviations from work activities are reported and recommendations are coordinated with appropriate personnel and  in accordance with set standards
   • Reporting requirements are complied with in accordance with recommended format
   • Observe timeliness of report
   • Files are established and maintained in accordance with standard operating procedures
5. Review and evaluate work plans and activities
   • Work plans, strategies and implementation are reviewed based on accurate, relevant and current information
   • Review is based on comprehensive consultation with appropriate personnel on outcomes of work plans and reliable feedback
   • Results of review are provided to concerned parties and formed as the basis for adjustments/simplifications to be made to policies, processes and activities
   • Performance appraisal is conducted in accordance with organization rules and regulations
   • Performance appraisal report is prepared and documented regularly as per organization requirements.
   • Recommendations are prepared and presented to appropriate personnel/authorities
   • Feedback mechanisms are implemented in line with organization policies

UNIT OF COMPETENCY : PROMOTE ENVIRONMENTAL PROTECTION
UNIT CODE : 500311120

This unit covers the knowledge, skills and attitudes required in adhering to environmental protection principles, strategies and guidelines

1. Study guidelines for environmental concerns.
   • Environmental legislations/conventions and local ordinances are identified according to the different environmental aspects/impact.
   • Industrial standard/environmental practices are described according to the different environmental concerns.
2. Implement specific environmental programs.
   • Programs/Activities are identified according to organizations policies and guidelines.
   • Individual roles/responsibilities are determined and performed based on the activities identified.
   • Problems/ constraints encountered are resolved in accordance with organizations’ policies and guidelines
   • Stakeholders are consulted based on company guidelines.
3. Monitor activities on environmental protection/programs
   • Activities are periodically monitored and evaluated according to the objectives of the environmental program
   • Feedback from stakeholders are gathered and considered in proposing enhancements to the program based on consultations
   • Data gathered are analyzed based on evaluation requirements
   • Recommendations are submitted based on the findings.
   • Management support systems are set/established to sustain and enhance the program
   • Environmental incidents are monitored and reported to concerned/proper authorities.

DEFINITION OF TERMS

• Barbecue – A cooking method involving grilling food over a wood or charcoal fire. Usually some sort of rub, marinade, or sauce is brushed on the item before or during cooking.
• Blanch – to cook an item briefly in boiling water or hot fat before finishing or storing it.
• Boil – a cooking method in which items are immersed in liquid at or above the boiling point (212ºF/100ºC).
• Braise – a cooking method in which the main item, usually meat, is seared in fat, then simmered in stock to another liquid in a covered vessel.
• Broil – a cooking method in which items are cooked by a radiant heat source placed above the food, usually in a broiler or salamander.
• Butcher – a chef or purveyor who is responsible for butchering meats, poultry and occasionally fish.
• Chafing dish – a metal dish with a heating unit (flame or electric) used to keep foods warm and to cook foods at tableside or during buffet service.
• Chop – to cut into pieces of roughly the same size. Also, a small cut of meat including part of the rib
• Combination method – a cooking method that involves the application of both moist and dry heat to the main item (for example, braising or stewing)
• Cure – to preserve a food by salting, smoking and or drying
• Deep fry – a cooking method in which foods are cooked by immersion in hot fat; deep-fried foods are often coated with bread crumbs or batter before being cooked
• Dice – to cut ingredients into small cubes (1/4 inches for small, 1/3 for medium, ¾ inch for large)
• Fillet – a boneless cut of meat, fish or poultry
• Garnish – an edible decoration of accompaniment to a dish
• Gratine – browned in an oven or under a salamander. Gratine can also refer to a forcemeat in which some portion of the dominant meat is sautéed and cooled before grinding.
• Grill – a cooking technique in which foods are cooked by a radiant heat source placed below the food. Also, the piece of equipment on which grilling is done.
• Instant reading thermometer – a thermometer used to measure the internal temperature of foods. The stem is inserted into the food, producing an instant temperature read out.
• Marinade – an apparel used in cooking to flavor and moisten foods, may be liquid or
  dry. Liquid marinades are usually based on acidic ingredients, such as wine or vinegar, dry marinades are usually salt-based.
• Microwave – a method of meat transfer in which electro-magnetic waves generated
  by a device called a magnetron penetrate food and cause the water molecules in it to oscillate.
• Mince – to chop into very small pieces
• Mise-en-place – “Put in place”. The preparation and assembly of ingredients, pans, utensils and plates or serving pieces needed for a particular dish or service period
• Panbroil – a cooking method similar to dry sautéing that simulates broiling by cooking an item in a hot pan with little or no fat.
• Panfry – a cooking method in which items are cooked in deep fat in a skillet over medium heat; this generally involves more fat than sautéing or stir-frying but less than deep-frying.
• Pasta – noodles made from a dough of flour (often semolina), water and/or eggs. This dough is kneaded, rolled and cut or extruded, then cooked by boiling
• Poach – a method in which items are cooked gently in simmering liquid
• Pressure steamer – a machine that steams food by heating water under pressure in a sealed compartment, allowing the team to reach higher-than-boiling temperature (212ºF/100ºC). The food is placed in a sealer chamber that cannot be opened until the pressure has released and the steam properly vented from the chamber.
• Roast – a dry heat cooking method in which items are cooked in an oven or on a spit over a fire
• Sauté – a cooking method in which items are cooked quickly in a small amount of fat in a pan on the range top.
• Simmer – to main the temperature of a liquid just below boiling. Also, a cooking method in which items are cooked in a simmering liquid.
• Smoking – any of several methods for preserving and flavor foods by exposing them to smoke. Methods include cold-smoking (in which smoked items are not fully cooked), hot-smoking (in which the items are cooked), and smoke-roasting.
• Steaming – a cooking method in which items are cooked in a vapor by boiling water or other liquids.
• Stew – a cooking method nearly identical to braising but generally involving smaller pieces of meat and hence a shorter cooking time. Stewed items also may be blanched, rather than seared, to give the finished product a pale color. Also a dish prepared by using the stewing method.
• Stir fry – a cooking method similar to sautéing in which items are cooked over high heat, using little fat. Usually this is done in a wok and the food is kept moving constantly.