Unit 39
IT communication fundamentals (M/505/4199)
Summary
1 - Be able to use a variety of sources of information
2 - Be able to access, search for, select and use internet-based information
3 - Be able to select and use IT to communicate and exchange information
1 - Be able to use a variety of sources of information
2 - Be able to access, search for, select and use internet-based information
3 - Be able to select and use IT to communicate and exchange information
The learner will:
1 - Be able to use a variety of sources of information
The learner can:
1.1 Use appropriate sources of IT-based and other forms of information to meet needs
1.2 Identify different features of information
1.3 Recognise copyright constraints on the use of information
The learner will:
2 - Be able to access, search for, select and use internet-based information
The learner can:
2.1 Access, navigate and search internet sources of information purposefully and effectively
2.2 Use appropriate search techniques to locate and select relevant information
2.3 Outline how the information meets requirements and is fit for purpose
The learner will:
3 - Be able to select and use IT to communicate and exchange information
The learner can:
3.1 Create, access, read and respond appropriately to e-mail and other IT-based communication
3.2 Use IT tools to maintain an address book and schedule activities
1 - Be able to use a variety of sources of information
The learner can:
1.1 Use appropriate sources of IT-based and other forms of information to meet needs
1.2 Identify different features of information
1.3 Recognise copyright constraints on the use of information
The learner will:
2 - Be able to access, search for, select and use internet-based information
The learner can:
2.1 Access, navigate and search internet sources of information purposefully and effectively
2.2 Use appropriate search techniques to locate and select relevant information
2.3 Outline how the information meets requirements and is fit for purpose
The learner will:
3 - Be able to select and use IT to communicate and exchange information
The learner can:
3.1 Create, access, read and respond appropriately to e-mail and other IT-based communication
3.2 Use IT tools to maintain an address book and schedule activities
Unit 40
Understanding business communication (Y/505/4200)
Summary
1 - Know about forms of communication
2 - Understand the advantages and disadvantages in the choice of communication
3 - Understand effective communication
4 - Understand behaviours within a team
5 - Understand the benefits of an effective communication strategy
1 - Know about forms of communication
2 - Understand the advantages and disadvantages in the choice of communication
3 - Understand effective communication
4 - Understand behaviours within a team
5 - Understand the benefits of an effective communication strategy
The learner will:
1 - Know about forms of communication
The learner can:
1.1 Identify forms of communication which take place in an average business day
The learner will:
2 - Understand the advantages and disadvantages in the choice of communication
The learner can:
2.1 Identify how to choose the right communication method
The learner will:
3 - Understand effective communication
The learner can:
3.1 Identify effective and ineffective communication
The learner will:
4 - Understand behaviours within a team
The learner can:
4.1 Identify individual and group behaviours in a team
The learner will:
5 - Understand the benefits of an effective communication strategy
The learner can:
5.1 Outline the measurable benefits of effective communication
1 - Know about forms of communication
The learner can:
1.1 Identify forms of communication which take place in an average business day
The learner will:
2 - Understand the advantages and disadvantages in the choice of communication
The learner can:
2.1 Identify how to choose the right communication method
The learner will:
3 - Understand effective communication
The learner can:
3.1 Identify effective and ineffective communication
The learner will:
4 - Understand behaviours within a team
The learner can:
4.1 Identify individual and group behaviours in a team
The learner will:
5 - Understand the benefits of an effective communication strategy
The learner can:
5.1 Outline the measurable benefits of effective communication
Unit 41
Using fax machines and photocopiers (D/505/0827)
Summary
1 - Be able to use a fax machine for specified purpose
2 - Be able to recognise and resolve problems with the fax machine
3 - Be able to prepare the photocopier for use
4 - Be able to perform photocopying tasks
1 - Be able to use a fax machine for specified purpose
2 - Be able to recognise and resolve problems with the fax machine
3 - Be able to prepare the photocopier for use
4 - Be able to perform photocopying tasks
The learner will:
1 - Be able to use a fax machine for specified purpose
The learner can:
1.1 Ensure fax machine is set up correctly to send faxes
1.2 Prepare front cover with the relevant information
1.3 Insert front cover and other pages into fax machine
1.4 Dial the recipient number
1.5 Send faxes
1.6 Ensure fax machine is ready to receive faxes
1.7 Receive faxes
1.8 Distribute faxes to the correct recipient complying to the organisational confidentiality policy
The learner will:
2 - Be able to recognise and resolve problems with the fax machine
The learner can:
2.1 Identify problems with the fax machine
2.2 Resolve problems with the fax machine
The learner will:
3 - Be able to prepare the photocopier for use
The learner can:
3.1 Follow the manufacturer’s instructions and health and safety regulations when using the photocopier
3.2 Ensure any previous settings have been cleared
3.3 Check for sufficient paper levels in the trays before use
3.4 Input correct settings for the task
The learner will:
4 - Be able to perform photocopying tasks
The learner can:
4.1 Use exposure glass to produce the correct number of copies of single pages
4.2 Use automatic feeder to produce the correct number of copies of multiple pages
4.3 Use the sort and staple function for multi-page photocopying tasks
1 - Be able to use a fax machine for specified purpose
The learner can:
1.1 Ensure fax machine is set up correctly to send faxes
1.2 Prepare front cover with the relevant information
1.3 Insert front cover and other pages into fax machine
1.4 Dial the recipient number
1.5 Send faxes
1.6 Ensure fax machine is ready to receive faxes
1.7 Receive faxes
1.8 Distribute faxes to the correct recipient complying to the organisational confidentiality policy
The learner will:
2 - Be able to recognise and resolve problems with the fax machine
The learner can:
2.1 Identify problems with the fax machine
2.2 Resolve problems with the fax machine
The learner will:
3 - Be able to prepare the photocopier for use
The learner can:
3.1 Follow the manufacturer’s instructions and health and safety regulations when using the photocopier
3.2 Ensure any previous settings have been cleared
3.3 Check for sufficient paper levels in the trays before use
3.4 Input correct settings for the task
The learner will:
4 - Be able to perform photocopying tasks
The learner can:
4.1 Use exposure glass to produce the correct number of copies of single pages
4.2 Use automatic feeder to produce the correct number of copies of multiple pages
4.3 Use the sort and staple function for multi-page photocopying tasks
Unit 42
Filing skills (R/505/0825)
Summary
1 - Know about the Data Protection Act
2 - Know about filing classification systems
3 - Know about the importance of pre-sorting documents
4 - Be able to file using different filing classification systems
5 - Be able to use an index
1 - Know about the Data Protection Act
2 - Know about filing classification systems
3 - Know about the importance of pre-sorting documents
4 - Be able to file using different filing classification systems
5 - Be able to use an index
The learner will:
1 - Know about the Data Protection Act
The learner can:
1.1 Identify the purpose of the Data Protection Act
1.2 State the basic requirements of the Data Protection Act
The learner will:
2 - Know about filing classification systems
The learner can:
2.1 List the main classification systems
2.2 Identify examples of where each of the above systems would be used
The learner will:
3 - Know about the importance of pre-sorting documents
The learner can:
3.1 Identify why pre-sorting documents is important
3.2 State the procedures to be followed when pre-sorting documents
The learner will:
4 - Be able to file using different filing classification systems
The learner can:
4.1 File documents using different methods of classification
4.2 Give an example of when files would be cross-referenced
4.3 Demonstrate the procedure to be followed when lending and tracing files
The learner will:
5 - Be able to use an index
The learner can:
5.1 State the purpose of an index
5.2 Use an index
1 - Know about the Data Protection Act
The learner can:
1.1 Identify the purpose of the Data Protection Act
1.2 State the basic requirements of the Data Protection Act
The learner will:
2 - Know about filing classification systems
The learner can:
2.1 List the main classification systems
2.2 Identify examples of where each of the above systems would be used
The learner will:
3 - Know about the importance of pre-sorting documents
The learner can:
3.1 Identify why pre-sorting documents is important
3.2 State the procedures to be followed when pre-sorting documents
The learner will:
4 - Be able to file using different filing classification systems
The learner can:
4.1 File documents using different methods of classification
4.2 Give an example of when files would be cross-referenced
4.3 Demonstrate the procedure to be followed when lending and tracing files
The learner will:
5 - Be able to use an index
The learner can:
5.1 State the purpose of an index
5.2 Use an index
Unit 43
Handling mail (Y/505/1782)
Summary
1 - Know why it is important for a business to handle mail efficiently, securely and safely
2 - Be able to deal with incoming mail
3 - Be able to deal with outgoing mail
1 - Know why it is important for a business to handle mail efficiently, securely and safely
2 - Be able to deal with incoming mail
3 - Be able to deal with outgoing mail
The learner will:
1 - Know why it is important for a business to handle mail efficiently, securely and safely
The learner can:
1.1 State how efficient distribution of mail benefits a business
1.2 State why inaccuracies or delays can have a negative impact
1.3 Identify procedures to protect confidential information in mail-handling
1.4 Describe how to deal with suspicious or damaged items
The learner will:
2 - Be able to deal with incoming mail
The learner can:
2.1 Sort incoming mail appropriately
2.2 Distribute incoming mail accurately and to a given deadline
The learner will:
3 - Be able to deal with outgoing mail
The learner can:
3.1 Collect and sort outgoing mail accurately and on time
3.2 Dispatch outgoing mail on time
1 - Know why it is important for a business to handle mail efficiently, securely and safely
The learner can:
1.1 State how efficient distribution of mail benefits a business
1.2 State why inaccuracies or delays can have a negative impact
1.3 Identify procedures to protect confidential information in mail-handling
1.4 Describe how to deal with suspicious or damaged items
The learner will:
2 - Be able to deal with incoming mail
The learner can:
2.1 Sort incoming mail appropriately
2.2 Distribute incoming mail accurately and to a given deadline
The learner will:
3 - Be able to deal with outgoing mail
The learner can:
3.1 Collect and sort outgoing mail accurately and on time
3.2 Dispatch outgoing mail on time
Unit 44
Working in an office (L/505/1777)
Summary
1 - Be able to respect and support other people at work in an organisation
2 - Be able to maintain security and confidentiality
1 - Be able to respect and support other people at work in an organisation
2 - Be able to maintain security and confidentiality
The learner will:
1 - Be able to respect and support other people at work in an organisation
The learner can:
1.1 Complete work tasks alongside other people in a way that shows respect for:
a) backgrounds
b) abilities
c) values, customs and beliefs
1.2 Use feedback from other people to improve own way of working
1.3 Follow organisational procedures and legal requirements in relation to discrimination legislation
1.4 State how an organisation benefits from having a workforce that respects and supports one another
The learner will:
2 - Be able to maintain security and confidentiality
The learner can:
2.1 Keep property secure, following organisational procedures and legal requirements
2.2 Keep information secure and confidential, following organisational procedures and legal requirements
2.3 State why it is important to maintain security and confidentiality in a business environment
1 - Be able to respect and support other people at work in an organisation
The learner can:
1.1 Complete work tasks alongside other people in a way that shows respect for:
a) backgrounds
b) abilities
c) values, customs and beliefs
1.2 Use feedback from other people to improve own way of working
1.3 Follow organisational procedures and legal requirements in relation to discrimination legislation
1.4 State how an organisation benefits from having a workforce that respects and supports one another
The learner will:
2 - Be able to maintain security and confidentiality
The learner can:
2.1 Keep property secure, following organisational procedures and legal requirements
2.2 Keep information secure and confidential, following organisational procedures and legal requirements
2.3 State why it is important to maintain security and confidentiality in a business environment
Unit 45
Supporting business meetings (H/505/1784)
Summary
1 - Know the preparation required to hold a business meeting
2 - Be able to set up a room for a meeting
3 - Be able to support a meeting
4 - Be able to complete follow-up activities after a meeting
1 - Know the preparation required to hold a business meeting
2 - Be able to set up a room for a meeting
3 - Be able to support a meeting
4 - Be able to complete follow-up activities after a meeting
The learner will:
1 - Know the preparation required to hold a business meeting
The learner can:
1.1 Outline the preparation needed for a formal meeting
1.2 Identify the types of documentation to be prepared for business meetings
The learner will:
2 - Be able to set up a room for a meeting
The learner can:
2.1 Present a plan for setting up a room for a specified meeting
2.2 Follow instructions to set up a room for a specified meeting
The learner will:
3 - Be able to support a meeting
The learner can:
3.1 Take notes at a meeting showing the key action points agreed
The learner will:
4 - Be able to complete follow-up activities after a meeting
The learner can:
4.1 Follow instructions to complete follow-up activities after a meeting
1 - Know the preparation required to hold a business meeting
The learner can:
1.1 Outline the preparation needed for a formal meeting
1.2 Identify the types of documentation to be prepared for business meetings
The learner will:
2 - Be able to set up a room for a meeting
The learner can:
2.1 Present a plan for setting up a room for a specified meeting
2.2 Follow instructions to set up a room for a specified meeting
The learner will:
3 - Be able to support a meeting
The learner can:
3.1 Take notes at a meeting showing the key action points agreed
The learner will:
4 - Be able to complete follow-up activities after a meeting
The learner can:
4.1 Follow instructions to complete follow-up activities after a meeting
Unit 46
Careers in business and administration (A/505/1774)
Summary
1 - Know about job opportunities in business and administration
2 - Know about working practices within business and administration
3 - Know about the qualifications and skills needed for jobs in business and administration
4 - Be able to plan the early stages of a career within business and administration
1 - Know about job opportunities in business and administration
2 - Know about working practices within business and administration
3 - Know about the qualifications and skills needed for jobs in business and administration
4 - Be able to plan the early stages of a career within business and administration
The learner will:
1 - Know about job opportunities in business and administration
The learner can:
1.1 Identify key job roles in different organisations within business and administration
1.2 Describe the job roles in one functional area of business administration
The learner will:
2 - Know about working practices within business and administration
The learner can:
2.1 Describe working practices within a specific setting in business and administration
The learner will:
3 - Know about the qualifications and skills needed for jobs in business and administration
The learner can:
3.1 Describe the skills needed to work effectively within business and administration
3.2 Identify the qualifications needed to work in the sector
The learner will:
4 - Know about working practices within business and administration
The learner can:
4.1 Identify job roles which meet personal career ambitions
4.2 Identify own existing relevant skills and relevant ideas for development
4.3 Identify further learning, including qualifications where required, needed to progress in the sector
1 - Know about job opportunities in business and administration
The learner can:
1.1 Identify key job roles in different organisations within business and administration
1.2 Describe the job roles in one functional area of business administration
The learner will:
2 - Know about working practices within business and administration
The learner can:
2.1 Describe working practices within a specific setting in business and administration
The learner will:
3 - Know about the qualifications and skills needed for jobs in business and administration
The learner can:
3.1 Describe the skills needed to work effectively within business and administration
3.2 Identify the qualifications needed to work in the sector
The learner will:
4 - Know about working practices within business and administration
The learner can:
4.1 Identify job roles which meet personal career ambitions
4.2 Identify own existing relevant skills and relevant ideas for development
4.3 Identify further learning, including qualifications where required, needed to progress in the sector
Unit 47
Developing customer service skills (K/505/4198)
Summary
1 - Understand the benefits to the organisation of good customer service
2 - Understand the possible consequences of poor customer service
3 - Understand the value of first impressions
4 - Understand positive verbal and non-verbal interaction with customers
5 - Understand that respect for the individual is at the heart of good customer service
6 - Understand his/her role in dealing with complaints from customers
1 - Understand the benefits to the organisation of good customer service
2 - Understand the possible consequences of poor customer service
3 - Understand the value of first impressions
4 - Understand positive verbal and non-verbal interaction with customers
5 - Understand that respect for the individual is at the heart of good customer service
6 - Understand his/her role in dealing with complaints from customers
The learner will:
1 - Understand the benefits to the organisation of good customer service
The learner can:
1.1 Identify examples of good practice in customer service
1.2 Outline reasons why good customer service is important for an organisation
The learner will:
2 - Understand the possible consequences of poor customer service
The learner can:
2.1 State the need for organising materials and work area prior to commencing task
2.1 Give examples of how poor customer service can impact upon:
a) customers
b) the organisation
c) staff
2.2 Outline how poor customer service can have an impact on the reputation of an organisation
The learner will:
3 - Understand the value of first impressions
The learner can:
3.1 Indicate why it is important to make a good impression
3.2 Outline ways of creating a positive first impression when communicating:
a) face to face
b) on the telephone
c) in writing
The learner will:
4 - Understand positive verbal and non-verbal interaction with customers
The learner can:
4.1 Identify appropriate and inappropriate ways of communicating verbally with customers in common situations
4.2 Give examples of types of non-verbal communication
4.3 Demonstrate ways in which non-verbal communication can be used positively to support face-to-face communication
The learner will:
5 - Understand that respect for the individual is at the heart of good customer service
The learner can:
5.1 Outline why it is important to maintain customer confidentiality
5.2 Outline how to respect individual customer needs from a diversity of cultures and backgrounds
The learner will:
6 - Understand his/her role in dealing with complaints from customers
The learner can:
6.1 Outline the types of workplace situation in which complaints are commonly made by customers
6.2 Identify appropriate people that need to be informed in response to a complaint made by a customer
6.3 Identify the details that need to be recorded of a complaint by a customer
6.4 Give examples of positive ways of dealing with complaints made by customers
1 - Understand the benefits to the organisation of good customer service
The learner can:
1.1 Identify examples of good practice in customer service
1.2 Outline reasons why good customer service is important for an organisation
The learner will:
2 - Understand the possible consequences of poor customer service
The learner can:
2.1 State the need for organising materials and work area prior to commencing task
2.1 Give examples of how poor customer service can impact upon:
a) customers
b) the organisation
c) staff
2.2 Outline how poor customer service can have an impact on the reputation of an organisation
The learner will:
3 - Understand the value of first impressions
The learner can:
3.1 Indicate why it is important to make a good impression
3.2 Outline ways of creating a positive first impression when communicating:
a) face to face
b) on the telephone
c) in writing
The learner will:
4 - Understand positive verbal and non-verbal interaction with customers
The learner can:
4.1 Identify appropriate and inappropriate ways of communicating verbally with customers in common situations
4.2 Give examples of types of non-verbal communication
4.3 Demonstrate ways in which non-verbal communication can be used positively to support face-to-face communication
The learner will:
5 - Understand that respect for the individual is at the heart of good customer service
The learner can:
5.1 Outline why it is important to maintain customer confidentiality
5.2 Outline how to respect individual customer needs from a diversity of cultures and backgrounds
The learner will:
6 - Understand his/her role in dealing with complaints from customers
The learner can:
6.1 Outline the types of workplace situation in which complaints are commonly made by customers
6.2 Identify appropriate people that need to be informed in response to a complaint made by a customer
6.3 Identify the details that need to be recorded of a complaint by a customer
6.4 Give examples of positive ways of dealing with complaints made by customers
Riverside College - CRMZ Centre - Kingsway - Widnes
