Learning Outcomes

• Apply food safety, hygiene and contamination control practices to ensure safe food handling and preparation.
• Demonstrate workplace health and safety awareness, including risk assessment and emergency response procedures.
• Deliver professional customer service through effective communication, presentation and understanding customer needs.
• Safely use, maintain and store kitchen equipment, utensils and knives, applying correct knife skills and cooking techniques.
• Exhibit professional workplace conduct, teamwork and personal development, including career awareness and reflective practice.
• Apply culinary numeracy and measurement skills, including recipe scaling, costing calculations and unit conversions.
• Demonstrate understanding of nutrition, special diets and allergen management, including safe communication of allergen information.
• Implement environmentally sustainable kitchen practices, including waste management and responsible resource use.
• Prepare, present and store cold food dishes using appropriate garde manger techniques and food preservation methods.
• Demonstrate knowledge of kitchen operations, food production systems and mise-en-place planning for efficient service delivery.
• Plan menus and perform recipe costing and profitability calculations to support operational and commercial decision-making.
• Prepare, cook and finish a wide range of commodity-based dishes (stocks, soups, sauces, meat, fish, vegetables, grains and eggs) using appropriate methods, quality standards and safe practices.

Learning Outcomes

Cluster 1: Leading Self- Cluster Learning Outcomes

By the end of this cluster, learners will be able to:

• Demonstrate self-awareness by analysing personal strengths, blind spots, values, beliefs and behavioural patterns and explaining their impact on leadership effectiveness.
• Reflect on personal life experiences, defining moments and role expectations and evaluate how these shape leadership identity and behaviour.
• Apply values-driven leadership principles by linking personal values, belief systems and locus of control to decision-making and workplace conduct.
• Analyse personal motivation drivers and implement strategies to manage energy, maintain focus and sustain performance.
• Demonstrate emotional intelligence through emotional awareness, emotional regulation, empathy and validation of others’ feelings in workplace interactions.
• Evaluate personal stress triggers and implement practical resilience and stress-management strategies to maintain wellbeing and leadership effectiveness.

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Cluster 2: Leading Others- Cluster Learning Outcomes

By the end of this cluster, learners will be able to:

• Differentiate between leadership and management and explain the roles and responsibilities of a frontline leader within organisational strategy and values.
• Apply core management functions (planning, organising, leading and controlling) to coordinate team performance and workplace activities.
• Demonstrate effective delegation, motivation and teamwork practices to enhance accountability, engagement and productivity.
• Apply structured problem-solving and decision-making techniques to address operational challenges in the frontline environment.
• Demonstrate effective workplace communication by applying the communication cycle, overcoming barriers, interpreting non-verbal cues and managing conflict constructively.
• Apply inclusive leadership principles to lead diverse teams and promote collaboration, respect and psychological safety.
• Apply basic project management tools, including scoping, stakeholder analysis, scheduling and progress reporting, to manage small operational initiatives.

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Cluster 3: HR Role of the Frontline Leader- Cluster Learning Outcomes

By the end of this cluster, learners will be able to:

• Conduct structured on-the-job coaching by applying adult learning principles, questioning techniques and recognised coaching models.
• Identify performance gaps and implement workplace learning interventions using appropriate coaching and training approaches.
• Apply the performance management process by setting objectives, monitoring performance, providing feedback and conducting performance reviews.
• Demonstrate understanding of onboarding, goal cascading and performance measurement tools to support team effectiveness and business outcomes.
• Apply fair and consistent disciplinary practices by interpreting workplace rules, progressive discipline principles and procedural requirements.
• Conduct basic workplace investigations and participate appropriately in disciplinary processes.
• Manage employee grievances using structured processes, ensuring fairness, documentation and constructive resolution.

Learning Content

• Brand Introduction
• Grooming Standards
• If Model was a person
• Greeting and Welcoming Customers
• Personal Hygiene
• Complaint Handling
• Customer Service Essentials
• Product Knowledge
• Health and Safety
• Basic Introduction to Visual Merchandising
• Upselling and Cross-Selling
• Delegation and Escalation

Learning Content

• Foundation of Employee Engagement
• Engaging Employees through Communication
• Activating Engagement: Events, Presence and Participation
• Smart Engagement: Tailoring Marketing for Connectors
• Human Capital: Enabling Engagement through Human Capital Practices

Learning Content

• Introduction to Workplace Dynamics
• Effective Communication in the Workplace
• Resolving Conflict with a Coworker
• Embracing Change and Uncertainty
• Time Management
• A guide to Problem Solving
• Emotional Intelligence
• Developing a Growth Mindset
• Professionalism: Etiquette and Image

Learning Content

• Making History since 1919
• Our OL Culture
• Corporate Governance Essentials for New Employees
• World Class in our Diversity

Learning Content

• An introduction to the OL Persona
• Service Impact
• Professional Service Behaviours
• Communication and Listening
• Customer Service Mindset
• Handling Challenges
• Team Collaboration

Learning Outcomes

• Define what is meant by the moderation of assessments
• Gain knowledge of the various terms associated with moderation
• Understand the role of a moderator
• Identify the benefits of moderation
• Apply the principles of moderation
• Outline the moderation process
• Understanding what it means to conduct a moderation
• Knowing when to conduct moderation
• Differentiate between standards based assessment and examination based assessment
• Identify the role of the moderator during standards based assessment, exam based assessment, learner appeals and the moderation of assessment instruments.
• Ask and answer specific questions which aid in the planning of a moderation event
• Identify moderation planning activities
• Preparing the assessor prior to a moderation event
• Prepare and document a moderation plan
• Identify the key roles of the moderator during moderation
• Understand how to moderate special needs assessments
• Apply the principles of assessment during moderation
• Know how to conduct moderation events with particular emphasis on standards based and examination based assessments
• Understand when to uphold or not uphold an assessment decision
• Complete various moderation reports
• Identify the appropriate type of moderation feedback
• Provide verbal feedback to an assessor
• Provide feedback to an assessment designer
• Document moderation feedback
• Provide assessor support
• Conduct a moderator self-assessment
• Conduct a moderator review of assessment practices
• Prepare for external moderation
• Understand the importance of ongoing review and monitoring of moderation practices
• Meet record keeping requirements

Learning Outcomes

• Define what is meant by a training needs analysis
• Differentiate between a training needs analysis and a training needs assessment
• Understand the importance of training
• Identify the steps be followed during a training needs analysis
• Identify why a training needs analysis is important
• Differentiate between training problems, systems problems and process problems that can impact on individual and organisational performance
• Understand the different levels at which a training needs analysis can be conducted
• Knowing when a training needs analysis will add value
• Identify the type of training needs analysis
• Plan a training needs analysis
• Document a training needs analysis plan
• Identify types of data collection instruments
• Identify the sources of data
• Select the most appropriate data collection instruments
• Design data collection instruments
• Implement the training needs analysis plan
• Administer and collect completed data gathering tools
• Collate the data
• Analyse the data
• Summarise findings
• Draw conclusions
• Formulate recommendations
• Develop a training matrix
• Prepare a training needs analysis report

Learning Outcomes

• Understand the characteristics of the OL Persona
• Explain why the OL Persona is important for the success of OL
• Explain how the OL Persona can have company and personal impact
• Explain what company culture is
• Explain the importance of company culture
• Understand the background of the OL Company
• Give reasons why a company should have a purpose
• Name the company purpose and explain it to a team member
• Demonstrate and understanding of personal purpose
• Demonstrate the ability to connect personal purpose with the company’s purpose
• Understand every person has a unique reality
• Understand how we internalise our reality
• Explain how we filter our world to create the map
• Understand the importance of mapping our reality
• Explain how the subconscious mind decide what to focus on
• Describe why do we have a RAS with an example
• Describe how I can use the RAS to change behaviour and the importance thereof.
• Understand the importance of updating your map of employee engagement
• Explain the purpose of employee engagement
• Discuss the importance of employee engagement for the company
• Understand the importance of employee engagement to every employee
• Explain the responsibility of leader towards employee engagement
• Discuss the profile of an engaged employee
• Describe the employee engagement journey
• Discuss key concepts related to employee engagement
• Understand human motivation
• Understand the role of the leader in employee engagement
• Use employee engagement surveys
• Know the building blocks of trust
• Explain the structure of human subjective experiences
• Explain the structure if human subjective experiences
• Demonstrate the ability to have purposeful conversations
• Demonstrate the ability to translate the company strategy into functional, operational and individual performance and results

Learning Outcomes

• Explain what assessment is for learning and performance.
• Show understanding of what the purpose of unit standards is
• Create understanding of the purpose of performance standards
• Identify and discuss the different standards used during assessment
• Discuss the components of a unit standard
• Describe the role players in the assessment process
• Assessor prepares for the assessment
• Describe the steps in the assessment preparation phase
• Create understanding of the principles of assessment
• Identify the types of assessments
• Explain assessment methods and instruments
• Discuss the types of evidence
• Draft the assessment plan
• Plan and conduct the pre-assessment meeting
• Final preparation before the assessment is conducted
• Pre assessment moderation is conducted
• Conduct the assessment
• Consider special needs of learners
• Effective use of questioning techniques
• Manage unforeseen circumstances
• Ensure health and safety rules are adhered to
• List final tips before the assessment takes place
• Make an assessment judgement
• Discuss the importance of quality of evidence
• VACS Analysis is conducted
• Final assessment decision is made
• Judgement considerations is taken into consideration
• Barriers to assessment decisions are discussed
• Assessment report is generated
• Feedback to the learner is provided
• Constructive vs Destructive Feedback during the feedback session
• Assessment record is created
• Moderation of assessments takes place
• Conduct a review of the assessment conducted

Learning Outcomes

• Explain why effective communication is important in the workplace.
• Identify the need to develop interpersonal communication skills
• Develop awareness of your communication style in order to maximise your communication strengths and focus priorities for communication skills development.
• Understand how communication preferences affect the way you and other people communicate through speaking, listening, writing, reading, watching and behaviours.
• Understand how communication impacts on the customer value proposition
• Create your own communication skills agenda for development
• Identify communication stakeholders
• Assess your audience and the context of communication
• Profile communication stakeholders
• Segment stakeholders to tailor a message to the concerns of each
• Identify different types of messages for different situations
• Communicate in an impactful manner with team members
• Obtain buy-in and commitment for ideas and initiatives
• Include a clear call to action in your communication
• Use questions strategically
• Improve your listening skills for better communication
• Gain credibility through impactful communication
• Plan and develop a focused, impactful and influential message for an intended audience
• Structure a message that is clear, influential and impactful
• Clarify and articulate your thoughts to deliver a message in a clear, impactful and influential way
• Convey complex concepts in a clear and concise manner to influence decision-makers
• Tailor a message to suit the intended audience/s
• Deliver a verbal message in a concise and succinct manner.
• Understand the impact of body language and its relationship to effective communication
• Add “presence and visuality” to deliver relevant, clear, compelling and comprehensible messages
• Interpret and respond to non-verbal communication signals from the target audience
• Design and deliver impactful, influential written messages
• Design, prepare and deliver a PowerPoint Presentation to deliver a message in a clear, impactful and influential way

Learning Outcomes

• Understand the role of the adult learning facilitator
• Identify the competencies of an OL learning facilitator
• Embrace communication and facilitative questioning skills
• Implement cultural sensitivity skills
• Understand the importance of the psychological and physical learning environment during learning transfer
• Understand the difference between andragogy and pedagogy
• Implement principles of adult learning psychology
• Identify and cater for different learning styles
• Distinguish between different room set-up approaches and select the best suited set-up to support learning retention
• Understand the different phases of an outcomes-based-learning session
• Structure an adult-based lesson
• Prepare a lesson plan
• Manage learner participation
• Implement a variety of learning methodologies and trainer techniques
• Prepare learning aids
• Boost personal confidence in on-line facilitation by implementing tips of the trade
• Measure reaction
• Prepare learners for assessment
• Measure learning