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1	Effect of role-play as a formative assessment technique on job performance Munyai, Ndanduleni Norah 06 1900 (has links) The objective of the research was to investigate an improvement in job performance when role-play is used as a training and assessment tool in a sales call centre environment. The research was conducted by means of a competence assessment used at different stages (Quality Assurance Performance Management Questionnaire). The final stage was two weeks after the learners who had qualified to be sales agents had entered a real working environment. At this final stage, calls were retrieved and rated against the Quality Assurance Performance Management Questionnaire (QAPMQ). A sample of 40 novice sales agents (learners) were selected and randomly divided into the control and experimental groups. The research findings indicated that if planned well, role-play can be an effective training and assessment tool. / Industrial & Organisational Psychology / M.Comm. (Industrial & Organisational Psychology) Formative assessment Summative assessment National Qualification Framework Social cognition theory Gagne integrated theory Integrated assessment Learner Critical cross field outcomes Job performance Role-play 658.3125 Performance standards Employees -- Rating of Performance management Role playing Call centers -- Employees -- Training of
2	Effect of role-play as a formative assessment technique on job performance Munyai, Ndanduleni Norah 06 1900 (has links) The objective of the research was to investigate an improvement in job performance when role-play is used as a training and assessment tool in a sales call centre environment. The research was conducted by means of a competence assessment used at different stages (Quality Assurance Performance Management Questionnaire). The final stage was two weeks after the learners who had qualified to be sales agents had entered a real working environment. At this final stage, calls were retrieved and rated against the Quality Assurance Performance Management Questionnaire (QAPMQ). A sample of 40 novice sales agents (learners) were selected and randomly divided into the control and experimental groups. The research findings indicated that if planned well, role-play can be an effective training and assessment tool. / Industrial and Organisational Psychology / M.Comm. (Industrial & Organisational Psychology) Formative assessment Summative assessment National Qualification Framework Social cognition theory Gagne integrated theory Integrated assessment Learner Critical cross field outcomes Job performance Role-play 658.3125 Performance standards Employees -- Rating of Performance management Role playing Call centers -- Employees -- Training of

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Effect of role-play as a formative assessment technique on job performance

Effect of role-play as a formative assessment technique on job performance