Complaint Handling

Competency A: Find and Use Information

Task Group A1: Read continuous text

Level: 2

At this level, learners: Read texts to locate and connect ideas and information

Performance Descriptors

The learner:
•    Makes connections between sentences and between paragraphs in a single text
•    Scans text to locate information
•    Locates multiple pieces of information in simple texts
•    Reads more complex texts to locate a single piece of information
•    Makes low-level inferences
•    Follows the main events of descriptive, narrative, and informational texts
•    Obtains information from detailed reading
•    Begins to identify sources and evaluate information

Task Descriptors

•    Scope of task is clearly defined
•    Involves one text
•    Is one paragraph or longer
•    May include unfamiliar elements (e.g. vocabulary, context, topic)

Text types:
instructional, descriptive, narrative, and informational texts

Examples:     

• Letters
• Emails
• Notices

ESKARGO:
Embedded Skills, Knowledge and Attitudes Reference Guide for Ontario - A1.2

Competency A: Find and Use Information
Task Group A2: Interpret documents
Level: 2
At this level, learners: Interpret simple documents to locate and connect information

Performance Descriptors
The learner:

• Performs limited searches using one or two search criteria
• Extracts information from tables and forms
• Locates information in simple graphs and maps
• Uses layout to locate information
• Makes connections between parts of documents
• Makes low-level inferences
• Begins to identify sources and evaluate information

Task Descriptors

• Scope of task is clearly defined
• Involves one document
• Uses a simple format
• Displays a limited amount of information
• Is typically up to one page in length
• May include unfamiliar elements (e.g. vocabulary, context, topic)
• Documents at this level may contain a paragraph or more of text

Examples:

• Forms
• Tables
• Simple graphs
• Street maps
• Simple flow charts
• Floor plans

ESKARGO:
Embedded Skills, Knowledge and Attitudes Reference Guide for Ontario – A2.2

Competency B: Communicate Ideas and Information
Task Group B1: Interact with others
Level: 1
At this level, learners: Participate in brief interactions to exchange information with one other person

Performance Descriptors

The learner:

• Conveys information on familiar topics
• Shows an awareness of factors such as social, linguistic, and cultural differences that affect interactions in brief exchanges with others
• Chooses appropriate language in exchanges with clearly defined purposes
• Participates in short, simple exchanges
• Gives short, straightforward instructions or directions
• Speaks or signs clearly in a focused and organized way
• Repeats or questions to confirm understanding
• Uses and interprets non-verbal cues (e.g. body language, facial expressions, gestures)

Task Descriptors

• Scope of task is limited
• Involves one other person
• Is brief
• Addresses a familiar audience
• Contains concrete and familiar content
• Has a highly explicit purpose
• Is informal

Interaction Types:

• Exchange information
• Give instructions
• Provide directions
• State preferences

ESKARGO:

Embedded Skills, Knowledge and Attitudes Reference Guide for Ontario – B1.1