Page 277 - The Ontario Curriculum, Grades 11 and 12: Technological Education, 2009 (revised)

Grade 12, Workplace Preparation
D1. demonstrate an understanding of and compliance with health and safety legislation and regulations and the practices that are essential for a safe and healthy work environment;
D2. demonstrate an understanding of strategies and techniques that provide a positive customer service experience;
D3. describe the range of career opportunities and the education and training required for employment in the food and beverage services sector of the tourism industry.
D1. Health and Safety
D2. Customer Service
THEONTARIOCURRICULUM,GRADES11AND12 | TechnologicalEducation
SPECIFIC EXPECTATIONS
By the end of this course, students will:
D1.1 describe the laws, regulations, and regulatory/ oversight organizations that govern health, safety, sanitation, and workers’ rights in the food and beverage services sector of the tourism industry (e.g., Health Protection and Promotion Act [HPPA], Occupational Health and Safety
Act [OHSA], Workplace Hazardous Materials Information System [WHMIS] regulations, Workplace Safety and Insurance Board [WSIB], local health departments);
D1.2 identify and describe health and safety issues that must be considered in workplaces in the food and beverage services sector
(e.g., issues concerning trip and fall, exposure to chemicals, the effects of fatigue, and workplace ergonomics), and explain how these issues affect working conditions;
D1.3 identify ways of meeting health and safety requirements and recommendations (e.g., con-
cerning public safety) in various settings of the food and beverage services sector (e.g., carry out food inspections; have an emergency preparedness fire/evacuation plan; maintain a clean, hygienic facility; provide separate washrooms for staff and customers; observe municipal by-laws);
D1.4 demonstrate the ability to follow health and safety best practices (e.g., report unsafe working conditions in the school classroom/facility; use WHMIS data sheets and understand WHMIS safety cautions; know appropriate first aid
procedures to be used in the event of an accident such as a burn, cut, or electric shock);
D1.5 use protective clothing and equipment as required to ensure their own and others’ safety in the work environment.
By the end of this course, students will:
D2.1 apply intrapersonal and interpersonal skills to provide a professional level of customer service;
D2.2 outline the benefits of providing a positive customer experience (e.g., reputation of the business enhanced, customer base maintained or expanded, viability of the business increased);
D2.3 explain the need for sensitivity in respond- ing to client needs (e.g., explain why knowledge of and respect for various cultures, religions, and people with disabilities are important in providing customer service);
D2.4 assess various strategies used by companies to retain and grow their customer base (e.g., providing a unique environment or service, offering customers a points-accumulation system and/or prizes, holding customer appreciation days);
D2.5 demonstrate an understanding of the use of ethical standards in customer service (e.g., standards relating to privacy, confidentiality, and business ethics).
D. PROFESSIONAL PRACTICE AND CAREER OPPORTUNITIES
OVERALL EXPECTATIONS
By the end of this course, students will:
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