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

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dc.contributor.advisor Von der Ohe, Hartmut
dc.contributor.author Munyai, Ndanduleni Norah
dc.date.accessioned 2012-08-17T11:46:05Z
dc.date.available 2012-08-17T11:46:05Z
dc.date.issued 2011-06
dc.identifier.citation Munyai, Ndanduleni Norah (2011) Effect of role-play as a formative assessment technique on job performance, University of South Africa, Pretoria, <http://hdl.handle.net/10500/6100> en
dc.identifier.uri http://hdl.handle.net/10500/6100
dc.description.abstract 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. en
dc.format.extent 1 online resource (ix, 113 leaves) : illustrations en
dc.language.iso en en
dc.subject Formative assessment en
dc.subject Summative assessment en
dc.subject National Qualification Framework en
dc.subject Social cognition theory en
dc.subject Gagne integrated theory en
dc.subject Integrated assessment en
dc.subject Learner en
dc.subject Critical cross field outcomes en
dc.subject Job performance en
dc.subject Role-play en
dc.subject Assessment en
dc.subject Integrated assessment en
dc.subject.ddc 658.3125
dc.subject.lcsh Performance standards en
dc.subject.lcsh Employees -- Rating of en
dc.subject.lcsh Performance management en
dc.subject.lcsh Role playing en
dc.subject.lcsh Call centers -- Employees -- Training of en
dc.title Effect of role-play as a formative assessment technique on job performance en
dc.type Dissertation en
dc.description.department Industrial and Organisational Psychology en
dc.description.degree M. Com. (Industrial and Organisational Psychology)


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