1. Know the importance of effective communication in the workplace |
2. Know that different types of communication are used in different workplace situations |
3. Use appropriate forms of written communication |
4. Use appropriate forms of oral communication |
1.1 I can describe key benefits of effective communication to the individual and to the organisation [1] | 2.1 I can Describe some commonly-used types of workplace communication, oral and written [2] | 3.1 I can Produce appropriately presented written documents in formats to meet different purposes and for different audiences [3] | 4.1 I can use appropriate forms of oral communication for different purposes, including: contributing to workplace discussion with colleagues: interacting with customers [4] |
2.2 I can Identify some of the factors that influence the type of communication used (e.g. the level of formality needed) [5] |
1. Know about the principles of good customer service |
2. Be able to give good customers service |
3. Know about the importance of keeping to organisational policies |
1.1 I can state why good customer service is important [22] | 2.1 I can speak to customers [23] | 3.1 I can outline own organisation’s customer care standards [24] |
1.2 I can identify different situations where dealing with customers is required [25] | 2.2 I can listen to customers [26] | 3.2 I can state the importance of maintaining customer confidentiality [27] |
1.3 I can state what to do when a customer requires help beyond the limits of own responsibility [28] | 2.3 I ca help customers within the scope of the job role [29] | 3.3 I can state what to do if a customer complains [30] |
2.4 I can find the appropriate persons if unable to deal with a customer request [31] |
1. Know that the way of presenting self makes an impression on a customer or client |
2. Know that organisations normally have protocols for dealing with customers or clients |
3. Be able to interact positively with customers or clients in line with given protocols |
1.1 I can identify positive ways of presenting self to customers or clients, including appearance, manner and language [33] | 2.1 I can outline the basic rules in an organisation for dealing with customers or clients [34] | 3.1 I can follow an organisation’s protocols to provide answers to straightforward customer queries or to carry out straightforward customer requests [35] |
1.2 I can outline effects of presenting self positively on a customer or client [36] | 3.2 I can demonstrate polite behaviour towards customers [37] | |
1.3 I can outline effects of presenting self negatively on a customer or client [38] | 3.3 I can identify situations when it is necessary to refer the customer to another colleague or department [39] |
1. Know how to increase the likelihood of success in an enterprise activity |
2. Be able to complete an enterprise activity |
3. Be able to review the success of the enterprise activity |
1.1 I can identify features which would lead to the effective delivery of a chosen enterprise activity [41] | 2.1 I can prepare the product or service for the enterprise activity incorporating required features [42] | 3.1 I can produce records to show the successes and failures of the enterprise activity [43] |
2.2 I can Create appropriate advertising for the product or service [44] | 3.2 I can state what would be done differently should there be another enterprise activity [45] | |
2.3 I can set an appropriate price for the product or service offered [46] | ||
2.4 I can demonstrate appropriate sales and communication skills [47] |
1. Know how to select a suitable enterprise activity |
2. Know appropriate roles and skills required for the enterprise activity |
3. Know the costs involved in producing and selling a product or service |
4. Be able to use an appropriate promotional technique |
1.1 I can identify strengths of ideas generated for an enterprise activity [49] | 2.1 I can identify roles required for the enterprise activity [50] | 3.1 I can identify the cost of items and processes related to producing and selling the product or service [51] | 4.1 I can use an appropriate method to promote a product or service [52] |
1.2 I can identify weaknesses of ideas generated for an enterprise activity [53] | 2.2 I can identify the practical and personal skills required for the enterprise activity [54] | 3.2 I can identify the final pricing of the product or service using basic calculations [55] |
1. Understand different methods of applying for jobs. |
2. Be able to complete a job application. |
1.1 I can outline different methods of applying for a job. [57] | 2.1 I can present relevant information collected for a job application. [58] |
1.2 I can explain why different methods of applying for a job are used. [59] | 2.2 I can complete a job application form accurately. [60] |
2.3 I can complete a CV for a job application in a given format [61] | |
2.4 I can present an appropriate covering letter for a job application. [62] |
1. Be able to recognise when to use numeracy skills in the workplace |
2. Be able to select appropriate numeracy skills in a work context |
3. Be able to apply appropriate numeracy skills in a work context |
4. Be able to interpret and communicate results in situations where they have applied numerical skills in a work context |
1.1 I can describe different workplace situations where numeracy skills are needed [64] | 2.1 I can select the appropriate numeracy skills needed to carry out straightforward workplace tasks [65] | 3.1 I can identify and obtain information needed in order to apply numeracy skills in work situations [66] | 4.1 I can interpret findings in order to present appropriate solutions to different straightforward workplace problems [67] |
3.2 I can apply appropriate numeracy skills to straightforward workplace tasks or situations in an organised way [68] | 4.2 I can explain simple conclusions to others [69] | ||
3.3 I can use appropriate checking procedures at each stage [70] |
1. Know different types of food service |
2. Be able to work in a food service area according to instructions |
1.1 I can describe different types of food service [103] | 2.1 I can set up the food service area [104] |
2.2 I can serve hot/cold food in a safe and hygienic manner [105] | |
2.3 I can state health and safety and hygiene requirements when serving food [106] | |
2.4 I can close down the food service area [107] |
1. Know about health and safety in the workplace |
2. Know the risks and hazards in the work place |
3. Understand the health and safety responsibilities of a team leader |
1.1 I can outline health and safety policies in the work place [109] | 2.1 I can identify hazards in the workplace [110] | 3.1 I can describe the health and safety responsibilities of a team leader [111] |
1.2 I can describe the impact of health and safety legislation on working conditions [112] | 2.2 I can identify risks in the workplace in given situations [113] | 3.2 I can explain the need for risk assessment [114] |
2.3 I can describe risk assessment procedures [115] |
1. Identify others who need support in the community |
2. Know how to support others |
3. Understand why support cannot be offered |
4. Be aware of relevant health and safety issues |
5. Be able to support others in his/her community |
6. Review the effectiveness of the support given |
1.1 I can identify the individual/people who need support in different ways [154] | 2.1 I can identify the individual/people to be supported [155] | 3.1 I can state what help or support cannot be offered [156] | 4.1 I can list relevant health and safety issues [157] | 5.1 I can support the individual/people [158] | 6.1 I can identify what went well [159] |
1.2 I can outline their support needs [160] | 2.2 I can state the ways the individual/people will be supported [161] | 3.2 I can outline why this support cannot be offered [162] | 4.2 I can give examples of working safely [163] | 6.2 I can identify what did not go well [164] | |
6.3 I can identify changes that could be made [165] |
1. Know employee ‘rights’ and ‘responsibilities’ in a place of work |
2. Know how the rights of individuals are supported in a place of work |
3. Know the responsibilities of employers in a place of work |
1.1 I can outline employee ‘rights’ at work [167] | 2.1 I can describe the factors that may affect the rights of individuals at work [168] | 3.1 I can identify employer responsibilities at work, in regard to: fulfilling a contract: health and safety: equal opportunities and prevention of discrimination [169] |
1.2 I can outline employee ‘responsibilities’ at work [170] | 2.2 I can describe how to respect the rights of individuals at work [171] | |
2.3 I can identify laws that can protect the rights of employees at work [172] |
1. Be able to compare personal income with expenditure |
2. Know how to save money |
3. Understand borrowing money |
1.1 Identify different sources of income [174] | 2.1 Outline ways to make savings in weekly expenditure [175] | 3.1 Identify reasons why borrowing money could be necessary [176] |
1.2 Identify regular weekly expenditure [177] | 2.2 Outline features of different types of savings accounts [178] | 3.2 Explain factors to take into account before borrowing money [179] |
1.3 Use calculations to compare weekly income with expenditure [180] | 2.3 Identify a savings account to match own needs [181] | 3.3 Outline the features of different ways to borrow money [182] |
1. Be able to work as a member of a team |
2. Know how to resolve disagreements within a team |
3. Be able to help others |
1.1 Identify own team’s goals [211] | 2.1 Resolve disagreements in a way that minimises disruption to own team [212] | 3.1 Help members of staff [213] |
1.2 Identify own tasks to be carried out to achieve the team’s goals [214] | 2.2 Report to the relevant persons any disagreements that cannot be resolved [215] | 3.2 Help with routine requests [216] |
1.3 Identify members of the team they will work with to achieve the team’s goals [217] | ||
1.4 Carry out own tasks to achieve team’s goals [218] |
Links
[1] https://theingots.org/community/eml1u2x#1.1
[2] https://theingots.org/community/eml1u2x#2.1
[3] https://theingots.org/community/eml1u2x#3.1
[4] https://theingots.org/community/eml1u2x#4.1
[5] https://theingots.org/community/eml1u2x#2.2
[6] https://theingots.org/community/eml1u2i
[7] https://theingots.org/community/eml1u8x#1.1
[8] https://theingots.org/community/eml1u8x#2.1
[9] https://theingots.org/community/eml1u8x#3.1
[10] https://theingots.org/community/eml1u8x#4.1
[11] https://theingots.org/community/eml1u8x#5.1
[12] https://theingots.org/community/eml1u8x#2.2
[13] https://theingots.org/community/eml1u8x#3.2
[14] https://theingots.org/community/eml1u8x#4.2
[15] https://theingots.org/community/eml1u8x#5.2
[16] https://theingots.org/community/eml1u8x#2.3
[17] https://theingots.org/community/eml1u8x#3.3
[18] https://theingots.org/community/eml1u8x#4.3
[19] https://theingots.org/community/eml1u8x#4.4
[20] https://theingots.org/community/eml1u8x#4.5
[21] https://theingots.org/community/eml1u8i
[22] https://theingots.org/community/eml1u9x#1.1
[23] https://theingots.org/community/eml1u9x#2.1
[24] https://theingots.org/community/eml1u9x#3.1
[25] https://theingots.org/community/eml1u9x#1.2
[26] https://theingots.org/community/eml1u9x#2.2
[27] https://theingots.org/community/eml1u9x#3.2
[28] https://theingots.org/community/eml1u9x#1.3
[29] https://theingots.org/community/eml1u9x#2.3
[30] https://theingots.org/community/eml1u9x#3.3
[31] https://theingots.org/community/eml1u9x#2.4
[32] https://theingots.org/community/eml1u9i
[33] https://theingots.org/community/eml1u10x#1.1
[34] https://theingots.org/community/eml1u10x#2.1
[35] https://theingots.org/community/eml1u10x#3.1
[36] https://theingots.org/community/eml1u10x#1.2
[37] https://theingots.org/community/eml1u10x#3.2
[38] https://theingots.org/community/eml1u10x#1.3
[39] https://theingots.org/community/eml1u10x#3.3
[40] https://theingots.org/community/eml1u10i
[41] https://theingots.org/community/eml1u12x#1.1
[42] https://theingots.org/community/eml1u12x#2.1
[43] https://theingots.org/community/eml1u12x#3.1
[44] https://theingots.org/community/eml1u12x#2.2
[45] https://theingots.org/community/eml1u12x#3.2
[46] https://theingots.org/community/eml1u12x#2.3
[47] https://theingots.org/community/eml1u12x#2.4
[48] https://theingots.org/community/eml1u12i
[49] https://theingots.org/community/eml1u13x#1.1
[50] https://theingots.org/community/eml1u13x#2.1
[51] https://theingots.org/community/eml1u13x#3.1
[52] https://theingots.org/community/eml1u13x#4.1
[53] https://theingots.org/community/eml1u13x#1.2
[54] https://theingots.org/community/eml1u13x#2.2
[55] https://theingots.org/community/eml1u13x#3.2
[56] https://theingots.org/community/eml1u13i
[57] https://theingots.org/community/eml1u17x#1.1
[58] https://theingots.org/community/eml1u17x#2.1
[59] https://theingots.org/community/eml1u17x#1.2
[60] https://theingots.org/community/eml1u17x#2.2
[61] https://theingots.org/community/eml1u17x#2.3
[62] https://theingots.org/community/eml1u17x#2.4
[63] https://theingots.org/community/eml1u17i
[64] https://theingots.org/community/eml1u19x#1.1
[65] https://theingots.org/community/eml1u19x#2.1
[66] https://theingots.org/community/eml1u19x#3.1
[67] https://theingots.org/community/eml1u19x#4.1
[68] https://theingots.org/community/eml1u19x#3.2
[69] https://theingots.org/community/eml1u19x#4.2
[70] https://theingots.org/community/eml1u19x#3.3
[71] https://theingots.org/community/eml1u19i
[72] https://theingots.org/community/eml1u20x#1.1
[73] https://theingots.org/community/eml1u20x#2.1
[74] https://theingots.org/community/eml1u20x#3.1
[75] https://theingots.org/community/eml1u20x#4.1
[76] https://theingots.org/community/eml1u20x#1.2
[77] https://theingots.org/community/eml1u20x#2.2
[78] https://theingots.org/community/eml1u20x#3.2
[79] https://theingots.org/community/eml1u20x#4.2
[80] https://theingots.org/community/eml1u20x#1.3
[81] https://theingots.org/community/eml1u20x#2.3
[82] https://theingots.org/community/eml1u20x#4.3
[83] https://theingots.org/community/eml1u20x#1.4
[84] https://theingots.org/community/eml1u20x#2.4
[85] https://theingots.org/community/eml1u20i
[86] https://theingots.org/community/eml1u24x#1.1
[87] https://theingots.org/community/eml1u24x#2.1
[88] https://theingots.org/community/eml1u24x#3.1
[89] https://theingots.org/community/eml1u24x#4.1
[90] https://theingots.org/community/eml1u24x#5.1
[91] https://theingots.org/community/eml1u24x#1.2
[92] https://theingots.org/community/eml1u24x#2.2
[93] https://theingots.org/community/eml1u24x#3.2
[94] https://theingots.org/community/eml1u24x#4.2
[95] https://theingots.org/community/eml1u24x#1.3
[96] https://theingots.org/community/eml1u24x#2.3
[97] https://theingots.org/community/eml1u24x#3.3
[98] https://theingots.org/community/eml1u24x#4.3
[99] https://theingots.org/community/eml1u24x#1.4
[100] https://theingots.org/community/eml1u24x#4.4
[101] https://theingots.org/community/eml1u24x#1.5
[102] https://theingots.org/community/eml1u24i
[103] https://theingots.org/community/eml1u25x#1.1
[104] https://theingots.org/community/eml1u25x#2.1
[105] https://theingots.org/community/eml1u25x#2.2
[106] https://theingots.org/community/eml1u25x#2.3
[107] https://theingots.org/community/eml1u25x#2.4
[108] https://theingots.org/community/eml1u25i
[109] https://theingots.org/community/eml1u26x#1.1
[110] https://theingots.org/community/eml1u26x#2.1
[111] https://theingots.org/community/eml1u26x#3.1
[112] https://theingots.org/community/eml1u26x#1.2
[113] https://theingots.org/community/eml1u26x#2.2
[114] https://theingots.org/community/eml1u26x#3.2
[115] https://theingots.org/community/eml1u26x#2.3
[116] https://theingots.org/community/eml1u26i
[117] https://theingots.org/community/eml1u27x#1.1
[118] https://theingots.org/community/eml1u27x#2.1
[119] https://theingots.org/community/eml1u27x#3.1
[120] https://theingots.org/community/eml1u27x#4.1
[121] https://theingots.org/community/eml1u27x#5.1
[122] https://theingots.org/community/eml1u27x#6.1
[123] https://theingots.org/community/eml1u27x#7.1
[124] https://theingots.org/community/eml1u27x#1.2
[125] https://theingots.org/community/eml1u27x#2.2
[126] https://theingots.org/community/eml1u27x#3.2
[127] https://theingots.org/community/eml1u27x#1.3
[128] https://theingots.org/community/eml1u27i
[129] https://theingots.org/community/eml1u29x#1.1
[130] https://theingots.org/community/eml1u29x#2.1
[131] https://theingots.org/community/eml1u29x#3.1
[132] https://theingots.org/community/eml1u29x#4.1
[133] https://theingots.org/community/eml1u29x#1.2
[134] https://theingots.org/community/eml1u29x#2.2
[135] https://theingots.org/community/eml1u29x#3.2
[136] https://theingots.org/community/eml1u29x#4.2
[137] https://theingots.org/community/eml1u29x#1.3
[138] https://theingots.org/community/eml1u29x#2.3
[139] https://theingots.org/community/eml1u29x#3.3
[140] https://theingots.org/community/eml1u29x#4.3
[141] https://theingots.org/community/eml1u29x#1.4
[142] https://theingots.org/community/eml1u29x#2.4
[143] https://theingots.org/community/eml1u29x#3.4
[144] https://theingots.org/community/eml1u29x#4.4
[145] https://theingots.org/community/eml1u29x#1.5
[146] https://theingots.org/community/eml1u29x#3.5
[147] https://theingots.org/community/eml1u29x#4.5
[148] https://theingots.org/community/eml1u29x#1.6
[149] https://theingots.org/community/eml1u29x#4.6
[150] https://theingots.org/community/eml1u29x#1.7
[151] https://theingots.org/community/eml1u29x#4.7
[152] https://theingots.org/community/eml1u29x#1.8
[153] https://theingots.org/community/eml1u29i
[154] https://theingots.org/community/eml1u33x#1.1
[155] https://theingots.org/community/eml1u33x#2.1
[156] https://theingots.org/community/eml1u33x#3.1
[157] https://theingots.org/community/eml1u33x#4.1
[158] https://theingots.org/community/eml1u33x#5.1
[159] https://theingots.org/community/eml1u33x#6.1
[160] https://theingots.org/community/eml1u33x#1.2
[161] https://theingots.org/community/eml1u33x#2.2
[162] https://theingots.org/community/eml1u33x#3.2
[163] https://theingots.org/community/eml1u33x#4.2
[164] https://theingots.org/community/eml1u33x#6.2
[165] https://theingots.org/community/eml1u33x#6.3
[166] https://theingots.org/community/eml1u33i
[167] https://theingots.org/community/eml1u37x#1.1
[168] https://theingots.org/community/eml1u37x#2.1
[169] https://theingots.org/community/eml1u37x#3.1
[170] https://theingots.org/community/eml1u37x#1.2
[171] https://theingots.org/community/eml1u37x#2.2
[172] https://theingots.org/community/eml1u37x#2.3
[173] https://theingots.org/community/eml1u37i
[174] https://theingots.org/community/eml1u51x#1.1
[175] https://theingots.org/community/eml1u51x#2.1
[176] https://theingots.org/community/eml1u51x#3.1
[177] https://theingots.org/community/eml1u51x#1.2
[178] https://theingots.org/community/eml1u51x#2.2
[179] https://theingots.org/community/eml1u51x#3.2
[180] https://theingots.org/community/eml1u51x#1.3
[181] https://theingots.org/community/eml1u51x#2.3
[182] https://theingots.org/community/eml1u51x#3.3
[183] https://theingots.org/community/eml1u51i
[184] https://theingots.org/community/eml1u1x#1.1
[185] https://theingots.org/community/eml1u1x#2.1
[186] https://theingots.org/community/eml1u1x#3.1
[187] https://theingots.org/community/eml1u1x#1.2
[188] https://theingots.org/community/eml1u1x#2.2
[189] https://theingots.org/community/eml1u1x#3.2
[190] https://theingots.org/community/eml1u1x#1.3
[191] https://theingots.org/community/eml1u1x#2.3
[192] https://theingots.org/community/eml1u1x#3.3
[193] https://theingots.org/community/eml1u1x#1.4
[194] https://theingots.org/community/eml1u1x#3.4
[195] https://theingots.org/community/eml1u1x#1.5
[196] https://theingots.org/community/eml1u1x#1.6
[197] https://theingots.org/community/eml1u1i
[198] https://theingots.org/community/eml1u7x#1.1
[199] https://theingots.org/community/eml1u7x#2.1
[200] https://theingots.org/community/eml1u7x#3.1
[201] https://theingots.org/community/eml1u7x#1.2
[202] https://theingots.org/community/eml1u7x#2.2
[203] https://theingots.org/community/eml1u7x#3.2
[204] https://theingots.org/community/eml1u7x#1.3
[205] https://theingots.org/community/eml1u7x#2.3
[206] https://theingots.org/community/eml1u7x#3.3
[207] https://theingots.org/community/eml1u7x#1.4
[208] https://theingots.org/community/eml1u7x#3.4
[209] https://theingots.org/community/eml1u7x#3.5
[210] https://theingots.org/community/eml1u7i
[211] https://theingots.org/community/eml1u6x#1.1
[212] https://theingots.org/community/eml1u6x#2.1
[213] https://theingots.org/community/eml1u6x#3.1
[214] https://theingots.org/community/eml1u6x#1.2
[215] https://theingots.org/community/eml1u6x#2.2
[216] https://theingots.org/community/eml1u6x#3.2
[217] https://theingots.org/community/eml1u6x#1.3
[218] https://theingots.org/community/eml1u6x#1.4
[219] https://theingots.org/community/eml1u6i