Encourage tinkering with ideas, relationships, connections. Set up situations where students have to find information not readily available in school texts. Provide opportunity for students to design open-ended explorations of the concept. Provide multiple options so students can plan a unique "proof" of learning.

Practice developing a checklist of effective service delivery in small groups. Observe and interview in a workplace. Elements 2 and 3

Objective: To apply the principles of effective service delivery to a real workplace.

Activity:
Number 1
Learners develop a questionnaire/observation guide to test all aspects of service delivery in a real workplace.
In small groups learners brainstorm at least 15 areas on which to focus when assessing good service delivery.
These are presented to other small groups to extend their thinking.
These ideas are then compared to the elements and performance criteria listed below as a self-check that they have met all criteria for assessment.
When this tool is complete, learners observe in a workplace and interview key staff to collect information to complete the questionnaire.
If learners are employed, this assignment could be used for workplace assessment by supervisory staff.
A written, verbal or taped report is then prepared on their findings. (see Quadrant 4)

Number 2
Compare products to the checklist below for inclusiveness, before undertaking the observation/interview.
Questionnaire Checklist
Deliver client service:
-individual work is planned and carried out to ensure client service delivery is prompt and to the standard defined by the organization.
-all dealing with clients are consistent with accepted practice, duty of care responsibilities and the code of conduct of the organization
-the requirements of a diverse range of clients is incorporated into service delivery
-information about client needs, issues, rights and the range of services available is collected and maintained as required.
-where it is required, appropriate immediate action is taken to address urgent needs
-records of client interaction are maintained in accordance with organizational procedures.

Establishing rapport with clients:
-appropriate rapport is established with clients to enable high quality service delivery
-oral communication skills required to develop rapport with client. Oral communication skills may include listening, asking questions, and providing encouragement. Language used may be English, sign language or community language depending on client group.
-literacy competency required to fulfill the procedures of the organization/service. Language used may be English or community language depending on service/organization.

Review client service:
-procedural aspects of service delivery are monitored and records maintained as required.
-modifications to client service are carried out as required within the area of responsibility
-mechanisms are implemented to collect, record, analyze and report client service feedback
-potential areas of difficulty in client service delivery are identified and appropriate actions taken to address them