Pre-employment Training
Programmes.
Offering Sector specific training
This stage is all about you being‘‘job-ready”
Tel: 012...
Introduction
• What is Business Administration?
• To be able to identify different functions within business administration...
Checking Codes
• To read and compare large numbers
• To understand and use the organisational features of a delivery note ...
• Care Planning
Understanding Care Plan formats
• To use headings and subheadings to locate information
• To use reference...
• Communicating In Care
Communicating at Work
• To recognise the range of people with whom you may communicate on a day-to...
Signs and Symbols
• To recognise that health and safety signs use colour and symbols to aid understanding
• To know that t...
Numeracy In Care
Time to think
• To recognise the range of different ways time can be written or displayed
• To understand ...
Customer Service Pathway
Describe the principles of customer service
• Identify the purpose of customer service.
• How cus...
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Pre Employment Training Programmes - funding for training courses for unemployed

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The Pre Employment Training Programmes for the unemployed- Do you want free training to learn new skills matched to the local jobs market? from retail to care to business admin there is something for everyone. Pathways Work Club Programme delivers government funded courses and government funded training for the unemployed.

Published in: Career, Education, Business
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Pre Employment Training Programmes - funding for training courses for unemployed

  1. 1. Pre-employment Training Programmes. Offering Sector specific training This stage is all about you being‘‘job-ready” Tel: 0121 707 0550 Email: www.pathwaygroup.co.uk
  2. 2. Introduction • What is Business Administration? • To be able to identify different functions within business administration roles and company structures Travel and Accommodation • To be able to identify types of travel and accommodation arrangements • Research skills Dealing with Visitors • Understand the role of meeting and greeting in business administration • Identifying types of visitors and their requirements Customer Relations • Understand what is meant by customer relations • The importance of effectively liaising with customer Managing a Diary System • Importance of diary systems • Changing and completing diary systems Employment Rights and Responsibilities • To establish the rights and responsibilities of the employer and the employee • To identify basic employment law • To establish the differences between law and expectations Health and Safety • Identify employer and employee responsibilities for health, safety and security in a business environment, • Explain the purpose of following health, safety and security procedures in a business environment • Identify ways of maintaining a safe and secure business environment in the work place Communication Skills • Describe different methods of communication, • Explain how to choose the most appropriate method of communicating with others • Describe ways of actively listening Equality and Diversity • Identify employer and employee responsibilities for equality and diversity in a business environment • The benefits of making sure equality and diversity procedures are followed on a daily basis Business Administration Pathway
  3. 3. Checking Codes • To read and compare large numbers • To understand and use the organisational features of a delivery note in order to locate information • To recognise words written as abbreviations Recording Time • To read and record time in 12 and 24 hour clock Putting Goods into storage • To read and extract appropriate storage information from box end labels and warehouse charts • To read temperatures and understand the storage requirements of chilled produce from box end labels What is Customer Service? • To understand the principles of good customer service through discussion Recognising Customers needs • To understand and use non verbal signals to interpret customer behaviour • To use different strategies to clarify and confirm understanding • To ask questions to obtain information or to establish customer needs Responding to Customers • To understand the need to adapt responses to different people and situations Dealing with Complaints from Customers • To identify and understand effective ways to deal with customer complaints Retail Pathway
  4. 4. • Care Planning Understanding Care Plan formats • To use headings and subheadings to locate information • To use reference material to find meanings of unfamiliar words Accessing and retrieving records • To understand how to find and return records in an alphabetical filing system • To understand how to find and return records in a numerical filing system Understanding information on care plans • To be able to identify unfamiliar words on care plans • To select relevant information • To write information appropriately Entering straightforward information into a form • To read and understand simple instructions on forms • To write dates accurately Gathering information for everyday records • To decide what questions to ask to gather relevant information • Tophrasequestionsappropriately,withanawarenessofopenandclosedquestions and confirmation Recording information in everyday records • To select relevant information for inclusion in documentation • To formulate this information for a specific purpose • To write information accurately and clearly Care Pathway
  5. 5. • Communicating In Care Communicating at Work • To recognise the range of people with whom you may communicate on a day-to-day basis in the care sector • To be able to adapt to the audience • To identify the things that can affect interaction, for example, relationships, attitudes, purpose and understanding • To identify different types of communication Communicating with Visitors • To recognise the importance of following procedures • To give or ask for information in a sensible order Talking to People • To understand that how you speak and the choice of words that you use will vary based on with purpose and the person being addressed • To recognise that body language and tone of voice can support or confuse the message • To understand what contributes to effective communication face-to-face and over the phone Listening to People • To understand that listening can be an active process • To provide confirmation and feedback, including body language when listening to others • To listen for details in messages • To use strategies to clarify and confirm understanding • To make contributions relevant to the situation and subject Conducting a Handover • To listen for sequence markers • To listen for personal instructions • To recognise the ways instructions might be worded Dealing with difficult situations • To think about how to resolve difficult situations that may arise in a residential care home • To consider how listening and speaking techniques might be applied in difficult situations Care Pathway
  6. 6. Signs and Symbols • To recognise that health and safety signs use colour and symbols to aid understanding • To know that the format used in safety signs aids understanding • To recognise that key instructions are written in bold or capital letters • To understand the importance of reading technical words carefully to ensure the meaning is understrood Reporting written information • To know where to put information on an Accident Form • Write concisely, including only relevant facts to write events in a formal, factual way • In a logical order and proof read for accuracy Following written instructions • To understand that pictures can enhance written instructions or replace them by illustrating a point or process visually, • To understand that pictures can help to explain difficult words in instructions, • To recognise that key features of instructions help the reader to follow instructions quickly Following work procedures • To recognise the formal language of procedures • To recognise that some words are an instructional“must do” • To recognise conditionals“if, in the case of”only to be carried out if the condition exists • To recognise how to use flow charts Finding the Information you need • To research a topic and show evidence of having used more than one resource • To make notes about the information found Information At Work
  7. 7. Numeracy In Care Time to think • To recognise the range of different ways time can be written or displayed • To understand the 24 hour clock • To convert from 12-24 hour clock time and vice versa Managing your time • To identify the problems around time management • To estimate time using quarter, half and whole hours • To calculate time in minutes Getting it right • To understand the need for accuracy when recording dates • To recognise the different date formats used in the UK • To recognise all abbreviations used in dates • Calculating dates Shopping for residents • To understand the importance of following procedures and guidelines when dealing with money for residents • To identify strategies for adding and subtracting money accurately • To organise shopping activities • To use a calculator with decimals • To record money transactions Measuring fluids • To understand the metric units to measure fluids • To use non-standard methods to estimate fluids • To record fluids in millilitres • To calculate using millilitres Measuring Weights • To understand and calculate metric weights • To understand imperial weights, stones and pounds • To convert kilograms to pounds • To convert pounds to stones and pounds • To use a table to check weight
  8. 8. Customer Service Pathway Describe the principles of customer service • Identify the purpose of customer service. • How customer service affects the success of the organisation. • Different types of customers of an organisation. • Range of customer needs. • Identify the customer service information which may be retained. • Difference between providing a product and providing a service. • Meaning of an after- sales service. • Describe what is meant by a Unique Selling Point (USP) and a Unique Service Offer (USO). • Identify the methods a customer service deliverer can use to keep product and service knowledge up- to-date. • How an organisation can promote its products and/or services Understand how customer needs and expectations are formed • The purpose of an organisation’s service offer. • How customer expectations are formed. • Interrelationship between customer satisfaction and customer expectations. • Identify customer needs. • Identify the methods of obtaining customer feedback. • Maintain customer loyalty. • Important to ensure effective customer relationships are maintained. • Important for a customer to be able to identify a‘brand’ Understand principles of responding to customers’problems or complaints • Common causes of customer problems and complaints. • Methods of communication. • Adapting methods of communication and behaviour to meet the individual needs of customers. • How the non verbal communication of the service deliverer can affect the behaviour of the customer. • Influence of personal presentation, approach and attitude will on perception of the service delivered Identify the interpersonal and team working skills required in the customer service environment • Skills required for effective team working. • Maintain effective working relationships within a team. • Range of inter-personal skills required for effective customer service Identify the legislation which supports the customer service process • Key aspects of the legislation relating to consumer law • Principles of equal opportunities legislation in relation to providing customer service. • Responsibilities of the employer and employee under the Health and Safety at Work Act. Respect customer and organisation confidentiality. Identify the main principles of the Data Protection Act. • Identify how a code of practice or ethical standards can impact upon the activities of a service deliverer

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