(GLH = Guided Learning Hours)
Level 1 Award in Workskills – both of the below units for the full Award
Level 1 Workskills – Using a CV and Covering Letter to Apply for a Job (20 GLH)
£250
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- The purpose and content of a CV and covering letter
- The importance of references, including the sort of people who would be suitable and those who would not
- How to produce a CV and covering letter for a specific job application
- How to identify opportunities and prepare for and succeed at an interview/remote interviews including how to communicate effectively
- How to be an effective member of a team by recognising the skills, roles and responsibilities required for specific tasks, including self-assessment of own skills and strengths
- How to manage time effectively
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Level 1 Workskills – Health and Safety at Work (20 GLH)
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- The hazards and risks that may occur in a workplace environment and the appropriate actions used to deal with them
- The responsibilities of employers and employees in matters relating to health and safety in the workplace
- Ways of preventing risks and accidents to yourself and others
- Developing an understanding of the underpinning concepts of hazard, risk and emergency
- The knowledge and practical skills needed to demonstrate safe working practices in a workplace environment
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Get more information about the full award here.
Level 2 Award in Customer Service (6 GLH)
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- The principles of customer service
- How to meet customer expectations
- The importance of appropriate behaviours and communication techniques
- Ways to deal with problem customers
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Find out more about the full award here.
Essential Digital Skills (15 GLH)
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- Using devices and handling information
- Creating and editing information
- Communication including digital platforms
- Transacting and being safe and responsible online
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Maths and English Functional Skills – FREE (fully funded)
Find out more here – https://www.wbtc-uk.com/english-and-maths/
OPTIONAL TOPICS
NCFE Intermediate Award in Skills & Behaviours in the Working Environment
Find Solutions to Difficult Situations (10 GLH)
This unit looks at ways in which learners can apply an open-minded approach to develop their skills in problem-solving. It will cover skills such as negotiation, influencing and persuading. Learners will explore a results-orientated approach to challenging situations to help them become effective when the pressure is on.
Effective Business Communication (10 GLH)
This unit encourages learners to identify the key components of effective business communications so that they portray themselves in a professional light. Good practice in emails, business letters and external communications will be explored. Learners will be tasked with applying the identified skills and attributes back in their contextual setting.
Efficient and Effective Working Practices within a Team (10 GLH)
The majority of roles involve team working and when done well it can make an employee highly valued. This unit explores team dynamics, aspects of leadership and contemporary peer-to-peer settings. It will investigate obstacles to good team working and how learners can overcome them in order to get tasks completed.
Personal and Professional Development (10 GLH)
Learners are encouraged to apply both reflective thinking and forward planning around their personal and professional development in order to create a meaningful development plan (PDP) relevant to their occupational area. Techniques for identifying their own preferences and traits, and how they may empower or inhibit, with a view to developing self-awareness and promoting continued professional development (CPD) will be included within this unit.
Deliver Effective Customer Service (10 GLH)
This unit sets out to provide just that, firstly through analysis of the ‘customer journey’, and secondly by looking at the components of effectiveness when delivering customer service. Learners will be encouraged to think of ways in which they can exceed their customers’ expectations, and will be tasked with applying these techniques practically back in the workplace. It will explore the techniques needed to help customers who are angry, confused or upset and who can go on to become our greatest advocates.
Time Management (10 GLH)
The word ‘management’ implies taking an active role in choosing how time is used, has been applied, as opposed to just letting things happen or allowing others to plan. This unit encourages learners to truly plan, manage, decision make and consciously focus on their time management. It will explore the difference between importance and urgency in order to improve efficiency and effectiveness.
Provide Outstanding Customer Service on the Telephone (10 GLH)
Despite the increasing prevalence of other digital communication-telephone communication skills still remains one of the key interpersonal skills required to perform most customer-focused roles. This unit, developed in conjunction with Verbatim Call Centres, applies a 10 step process that can be used as a technique for a variety of call handling situations, and is aimed at facilitating the effective management of calls with a view to delivering exceptional customer service over the phone.
Sessions to take place weekly on a remote basis using Zoom or Google Classroom.
