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IO2SHARED REFERENCE FRAMEWORK OF KEY

SKILLS FOR EMPLOYMENT AND ASSESSMENT INDICATORS

This project (2016-1-FR01-KA204-024183) has been funded with support from the European Commission. This publication [communication] reflects the views only of the author, and the Commission cannot be held responsible for any use which may be made of the information contained therein.

Editorial information:

This publication has been developed by BEST Institut für berufsbezogene Weiterbildung und Person-altraining GmbH (Austria) based on ASSESS partnership contributions described in the document.

www.assess-pro.eu

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TABLE OF CONTENTS

1. About the project and this document...........................................................................4

2. Selected skills and professional fields.........................................................................4

3. Shared reference framework details.............................................................................9

4. References................................................................................................................101

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1. ABOUT THE PROJECT AND THIS DOCUMENT

The project ASSESS: Amélioration Continue de l'Evaluation de l'Employabilité / Continuous Im-provement for Employability Assessment aims at contributing to the professionalization of experts in training and professional insertion by raising awareness about required skills in specified low-qualific-ation work-fields and by providing these experts with a shared skills’ evaluation tool they can use for young, unskilled adults’ skills’ assessment.

This EU Erasmus project (funded from October 2016 until September 2018) is led by CENTRE DE FORMATION PROFESSIONNELLE DU MIDI (France) involving the following five partner organ-izations:

IDE Projet (France) UNIVERSITATEA PETRU MAIOR (Romania) BEST INSTITUT FÜR BERUFSBEZOGENE WEITERBILDUNG UND

PERSONALTRAINING GMBH (Austria) INSTITUTO PARA EL FOMENTO DEL DESARROLLO Y LA FORMACIÓN S.L (Spain) FOLKUNIVERSITETET, STIFTELSEN VID LUNDS UNIVERSITET (Sweden)

The aim of this document – the ‘Shared reference framework of key skills for employment and assess-ment indicators’ – is to identify and describe key skills and competences with their related indicators for assessment based on specific working situation. It is the core element of the project’s intellectual output ASSESS continuous evaluation tool for skills and approaches to employment support. The sup-plementary publication GUIDE and recommendations for management support courses to employment shall help users understand how and when to implement and apply the tool.

The main target group to use the ASSESS Evaluation Tool consists of trainers/ coaches and human re-sources’ experts responsible for the professional (further/ continuous) skills’ development of (young) low-skilled adults. The tool shall allow them to identify the required skills of a specific professional profile, to evaluate competences and make recommendations for training courses and/ or further skills’ development.

2. SELECTED SKILLS AND PROFESSIONAL FIELDS

The objective at the beginning was to mirror the situation regarding employability skills needed for low-skilled job profiles. For this reason, the following two types of competences were defined: trans-versal and professional competences.

Transversal competences are ‘Skills that can be found and be relevant or expected mainly in all jobs (e.g. people skills like communication competences, organizational skills, motivating or leading a team, technical skills related to computer programmes, data skills like good record keeping or research, etc.) in some way or another.’1

1 Esther Care and Rebekah Luo, Assessment of Transversal Competencies: Policy and Practice in the Asia-Pa-cific Region, UNESCO, 2016

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The main categories of transversal competences considered in the project follow an approach the UNESCO suggests and includes: interpersonal skills, intrapersonal skills, critical & innovative thinking, global citizenship and media & information literacy.

Figure 1:Transversal competencies2

In contrast, professional competences are ‘Skills that are directly job related and sometimes more technical (e.g. qualification, diploma, use of equipment, tool, method etc.).’3 Job-related specific skills have been elaborated for the following five professional fields: building, healthcare, industry, retail and tourism.

2 Esther Care and Rebekah Luo, Assessment of Transversal Competencies: Policy and Practice in the Asia-Pa-cific Region, UNESCO, 20163 AEFA Guide – European Commission

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Figure 2: Own table

In each identified professional field, a few concrete job profiles have been selected according to current labour market needs and trends in the project partnership countries. And, to each job profile a number of key competences (where applicable, categorised further in sub-competences) have been assigned in form of assessment indicators. Additionally, the reference framework includes details on (exemplary) working situations helping users to see and better understand assessment possibilities in traditional real work-life situations. However, the listed working situations could differ according to specific real company life structures and procedures. For this reason, they could be individualised - or expanded - by adding further options by the users themselves.

Companies can adapt for and during the assessment details on indicators, sub-categories and/ or work-ing situations to tailor the framework to their specific needs. The developed shared reference frame-work also allows including – and transferring details of – other work sectors. For the Evaluation Tool, however, one has to be aware of the complexity of the details given in the database and adding/ chan-ging data in one column (like the working situation) might also influence and overlap with other data (like competences concerned) when interpreting the results shown.

Training experts and vocational education training professionals have contributed to the selection and definition of the skills’ set used in the project. The indicators have also been validated by training professionals and companies in the partner countries.

Building

The building sector was developed by the French partner, not only because this sector has a constant demand for workers but also because the French partner organizations have vast experience and ex-pertise in this field. The strong partnership they have with enterprises helps enable a continuous feed-back and verification during the application of the assessment tool. The reference framework has con-sidered 21 competences for the profession groups of electrician and mason.

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Type of Competence

transversal Category of Competence Job profile Competence

nameCompetencedescription Sub-Competence

Example(s) which demonstrate the

competence in working situations

professional Category of Competence Job profile Competence

nameCompetencedescription Sub-Competence

Example(s) which demonstrate the

competence in working situations

Healthcare

Healthcare was elaborated by the Swedish project partner as it had been identified being a sector with increased needs for employment and training. The professional skills in healthcare have been identified for two job profiles: for elderly care staff and for nurse. Altogether 42 different competence categories have been identified and described as needed to complete related work tasks successfully.

Industry

The professional field of the "industrial worker" was accomplished by the Romanian project partner, since Romania holds a significant employment share in this business. The selected occupations “lathe worker” and “supply agent” represent two directions which characterize the sector: direct production and support services. The reference framework examines altogether 31 competences required as key skills for the above mentioned job profiles.

Retail

The specification of competences in the retail sector were carried out by the Spanish partner. The analysis of the employement data in Spain showed that job profiles in the retail sector have a particular relevance in the employment at European level and therefore high training needs (will) come with it.

Four job profiles have been identified for the skills’ assesment in this work sector: sales clerk, sales person, sales manager and inventory manager. The tool includes 43 competences for the assesment of these job profiles.

Tourism

The Austrian partner was responsible for the elaboration of the skills and assessment details in the tourism sector. Employment reports in Austria have shown steady vacancies in tourism, also for lower skilled workers. Many micro or small sized companies, however, lack of resources to guide their staff in improving their skills. In tourism, the following qualification profiles have been involved in the as-sessment: waiter/waitress and tour guide, for which altogether 31 competences have been identified.

The following pages show the overview of the available indicators, as well as the full reference frame-work.

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Summary of all COMPETENCES in IO.2 and IO.4

TRANSVERSAL

Competence name Competence name Job profile Competence name Job profile Competence name Job profile Competence name Job profile Competence name Job profile

Communication 1 Tasks design in accordance with compulsory regulation

1 Follow a hygiene principles document 1 Merchandising task perform in accordance with compulsory job regulation

1 Customer service 1 Definition and management of a work activity in compliance with labour law

Organisational (managing) skills 2 Undesrtand and follow technical documentation 2 Monitor the patient´s health conditions and symptoms

2 Task design in accordance with compulsory health and safety/environment regulation

2 Communication 2 Definition and management of the specific professional activity in restaurant operations

Teamwork and collaboration 3 Achieving tasks in accordance with compulsory regulations regarding environment

3 Ordering travel service to the elderly 3 Technical and commercial documentation 3 Basic negotiation 3 Fitting of the menus to be offered in the restaurant

Scalability and collegiality 4 Installation of home electrical equipment 4 Booking event/tickets to the elderly 4 Specific security and safety plans for health and environment

4 Attention to detail 4 Setting-up of the premises of the restaurant (mise en placeof the restaurant service)

Hygiene and safety on the workplace 5 Making electrical equipment of tertiary premises 5 Knowledge about showering 5 Professional planning 5 Numeracy: cash-handling accuracy 5 Setting-up of the premises of the kitchen (mise en place of the kitchen service)

Empathy and compassion 6 Install electrical equipment of industrial premises 6 Knowledge about nail care 6 Collecting information form departments 6 Business awareness 6 Serving the guests of the restaurant

Awareness and openness 7 Design tasks in accordance with compulsory regulation

7 Knowledge about reading aloud 7 Process information from departments 7 Sales skills 7 Preparation and presentation of the gastronomic offer chosen by the guests of the restaurant

Tolerance and respect for diversity 8 Knowledge and understanding of technical documents

8 Having a flexible schedule 8 Establish relation with suppliers 8 Merchandising 8 Tidying up of saloon, kitchen and equipment of the restaurant

Responsibility and ability to resolve conflicts 9 Respect of environmental regulations 9 Finding solutions 9 Transfer of information between departments and suppliers

9 ICT skills: Offi ce software 9 Preparation and presentation of the service standards of the restaurant

Ethical and intercultural understanding 10 Building structures in masonry 10 Make assessments of the elderly's resources and needs

10 Knowledge of selection criteria 10 ICT skills: POS systems 10 Cleaning up of saloon, kitchen and equipment of the restaurant

Democratic participation 11 Make coatings and finishing elements 11 Set up a cleaning schedule 11 Application of selection criteria 11 Customer service 11 Management of the relation with the guests of the restaurant

Respect for environment (nature, people, resources)

12 Carrying out reinforced concrete structures forwork and formwork in traditional way

12 Set up a crisis plan 12 Knowledge and application of commercial legislation

12 Communication 12 Management of the relation with the staff of the restaurant

Identity and sense of belonging 13 Paving and flooring of the type girder slabs 13 Develop a observation report 13 Knowledge and application of transport facilities 13 Advanced negotiation 13 Monitoring of the provisions of materials utilised in the restaurant saloon

Browsing, searching and filtering information 14 Carry out evacuation networks 14 Develop a plan for preventing infections 14 Knowledge and application of reception requirements

14 Persistence 14 Definition and management of a work activity in compliance with labour law

Ethical use of ICT (technology) 15 Put the frames in place for tiles and floors 15 Set up descriptors of the cleaning of aids 15 Knowledge and application of products delivery in company

15 Numeracy: cash-handling accuracy 15 Definition and management of the specific professional activity in banquet operations

Critically evaluate info and media content 16 Implementing concrete for paving and flooring 16 Knowledge about reporting patients health 16 Knowledge and application of evaluation methods for suppliers

16 Personal mastery skills 16 Fitting of the menus to be offered in the banquet

Collect and analyse info through ICT (technology) 17 Achieve surface aspects and screeds 17 Considering individual needs of the patient 17 Elaborate performance criteria for suppliers 17 Business awareness 17 Setting-up of the premises of the banquet service (mise en place of the banquet service)

Share information 18 Carry out assembly operations and disassembling a foot scaffold

18 Waste recycling 18Tasks design in accordance with technical regulation 18 Commercial awareness 18 Serving the guests of the banquet

Follow safety and security procedures 19 Protecting integrity for the elderly 19 Task design in accordance with compulsory health and safety/environment regulation

19 Advanced sales skills 19 Preparation and presentation of the gastronomic offer of the banquet

Self-discipline 20 Motiviation to reach objectives and carry out tasks 20 Technical documents elaboration and understanding

20 ICT skills: Offi ce software 20 Tidying up of saloon/s, kitchen, and equipment utilised for the banquet service

Learn independently 21 Capacity to see, understand and know 21 Respect of environmental regulations 21 ICT skills: POS systems 21 Management of the relation with the guests of the banquet

Flexibility and adaptability 22 Acquire knowledge and know-how independently through formal and informal learning process

22 Planning work 22 Customer service 22 Management of the relation with the staff of the banquet service

Self-awareness 23 Walk with the patient or drive the wheelchair 23 Lathe security check 23 Communication 23 Monitoring of the provisions of materials utilised in the banquet service

Perseverance and self-motivation 24 Prepare and planning dialog with relatives 24 Prepare lathe for the work 24 Advanced negotiation 24 Definition and management of a work activity in compliance with labour law

Integrity and self-respect 25 Set up a list of different support 25 Processing 25 Analytical skills 25 Definition and management of the specific professional activity in tour guiding

Respect of quality of work 26 Keep a note of the individual's needs 26 Controlling 26 Leadership 26 Fitting and design of the tour to be offered to tourists

Reasoned decision making 27 Follow a hygiene principles document 27 Improvement 27 Coaching skills 27 Management of the relation with the guests, the country, city or region and environmental aspects

Reflective thinking 28 Monitor the patient´s health conditions and symptoms

28 Emergency situations 28 Business acumen 28 Preparation and presentation of the offer of the tour itinerary

Resourcefulness 29 Ordering travel service to the elderly 29 Quality assurance 29 Critical-thinking skills 29 Definition and management of a work activity in compliance with labour law

Entrepreneurship 30 Book and attend events to the elderly 30 Ensure cleanliness 30 Strategic planning 30Patterns of perception, behaviour and communication to express personal values and needs

Creativity 31 Knowledge about showering 31 Lathe maintenance 31 Advanced sales skills 31 Preparation work to cater to tourist needs and wishes

32 Knowledge about nail care 32 Performance management

33 Knowledge about reading aloud 33 ICT skills: Offi ce software

34 Knowledge about how to book a visit at the doctor/healthcare

34 ICT skills: POS systems

35 Knowledge about reporting patients health 35 Communication

36 Considering individual needs of the patient 36 Organizational skills

37 Waste recycling 37 Leadership

38 Protecting integrity for the elderly 38 Attention to detail

39 Motiviation to reach objectives and carry out tasks 39 Critical-thinking skills

40

41 41

42

43

INDUSTRY RETAIL TOURISM

Sales manager

Inventory manager

Waiter/waitress

Tour guide

Nurse

Supply agent

Lathe worker

Sales clerk

Salesperson

Electrician

Mason Elderly care staff

BUILDING HEALTHCARE

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3. SHARED REFERENCE FRAMEWORK DETAILS

Transversal competences

Type ofCompetence

Category ofCompetence Job profile Competence

nameCompetencedescription

Sub-Compe-tence Examples which demonstrate the competence in working situations

Transversal Interpersonal skills

All Communication The ability to understand written/ spoken texts, express concepts, thoughts, feel-ings, facts and opinions in both oral and written form (listening, speaking, read-ing and writing) and to interact linguistically in an appropriate and creative way in a full range of soci-etal and cul-tural contexts

Listening and speaking skills

s/he listens , understands and can explain orally in situations common to the work profile like talking with a client/ customer or colleague, listen to news or instructions and other message types related to works/he understands technical wordings and communication styles provided by speaker(s)s/he can use appropriate wording and language level according to the working context(formal or informal) ; replying to listened messages shows s/he understood the message

Reading skills, understanding of written text common to the work profile

s/he understands written text types typical to the work situation like e.g. a letter or email related to work, invoice and can understand the full text and message transmitted; understands written technical terms used in typical work situations

Writing skills, producing of written text common to the work profile

s/he can produce texts of various lenght used in the work situation/ profile like a business letter, email, invoice, accident report or complaint and ap-praisal

Negotiating skill

s/he discusses aspects related to the work profile ranging from employ-ment contract to client discussions with the aim of finding an agree-ments-/he can can use phrases to support an argument in oral discus-sions, listens actively to her/his counterpart and responds constructively


All Organisational (managing) skills

The ability to organise and plan own work, time and (re)sources; linked to achieve-ment orienta-tion and analyt-

Evaluating and managing skills required to carry out work

S/he can structure her/his work load and estimate time and effort needed to fulfil the task

Skills required coordinating one's own work with the work of

s/he correspondents proactively with other people involved to agree on tasks, deadlines and responsibilities and shows reliability in the fulfilment of her/his part

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Type ofCompetence




ical thinking othersTime management skills

s/he combines planning, scheduling, strategy, delegation, and adaptabil-ity in order to adapt to new problems and readjust as needed to complete an assignment: creating and keeping deadlines, making schedules, prob-lem solving, productivity, teamwork, multitasking.

Split the whole into sections and understand interactions

s/he can structure work into smaller chunks and process one after the other considering links between them and time needed for each

Work-life balance

s/he avoids unwanted negotiations, look good to senior staff, and work to-wards being the go-to person. s/he applies better time planning by reducing wasted hours, keeping deadlines and looking good at work. S/he learns to become less "perfect", to become phisically healthy, to so-cialise better

Setting priorities

s/he can evaluate the importance of different tasks considering time, ef-fort and deadlines for each and is also able to delegate


All Teamwork and collaboration

The ability to work coopera-tively with oth-ers, to be part of a team and work together or separately in view of the achievement of common goals.

Understanding and playing by the rules and according to expectations (e.g. set by role/ job profile, goals,…)

s/he can follow instructions and behaves fair and collegial towards others considering hierarchies and respecting boundries and responsibility ar-eas

Keeping focus on common goal(s)

s/he can balance commitment to the group and its goals with her/his own priorities

Participating in common tasks

s/he can give valuable and appropriate contributions to team/group dis-cussions, knows own responsibilities and completes tasks on time in order to support a smooth group work process

Making compromises

s/he can evaluate own and other perspectives, accepts different ap-proaches and adapts own work attitude towards these approaches

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Type ofCompetence





All Scalability & collegiality

The ability to work with oth-ers with a spe-cial focus on maintaining a good relation-ship and valu-ing each other`s work.

Sharing infor-mation, opin-ions and/or ex-periences

s/he can support others with her/his knowledge, experience as well infor-mation and sources

Respecting the vision and opin-ions of others

s/he can understand and value different perspectives and respond to ques-tions /inputs comprehensively and respectful

Giving and/or receiving con-structive criti-cism

s/he can contribute to discussions giving constructive arguments and adresses conflicts in a neutral and professional way


All Hygiene and safety on the workplace

The ability to know and re-spect rules for hygiene and safety

Hygiene and safety rules

s/he is filfuling rules of security and safety at work in order to garantee health anf safety of all workers


All Empathy and compassion

The ability to take the role of the other per-son and imagin-ing the situation from his/her perspective. Own opinions and beliefs are questioned and individuals recognise that perceptions are not necessarily shared by oth-ers.

Experiencing others` emotion, sympathy

s/he can take the role of the other person and imagining the situation from her/his perspective, which strengthens her/his self-reflection

Understanding others` emotions

s/he is self-aware and able to interpret effectively one’s own underlying emotional and motivational states and those of others

Self-reflecting, questioning own/others' val-ues and beliefs

s/he can experience others` position and recognise that what s-/he take for granted in a situation is not necessarily shared by others

Transversal Global citizenship

All Awareness and openness

The ability to seek informa-tion from many

Being aware of social effects of her/him actions

s/he is aware of the rules at work and following them.s/he can interact with people regardless of their background.

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Type ofCompetence




different sources before deciding on own approach. Openness for new challenges to engage in in-formal learning and personality development.

and decisions and feels a re-sponsibility for them.Being open and aware of new things and new challanges, to support and promote equal oppertunities, have capacity to develop a positive ap-proach

s/he is open and avare of new opportunities and challenges in the work-places/he is open to multicultural climate in the workplace


All Tolerance and respect for di-versity

The ability to support and promote an en-vironment that holds opportu-nities for all, regardless of race, gender, culture, and age. This ability implies: to work enthusiastically with all employ-ees at all levels, capitalizing on their strengths; to actively seek opinions and ideas from peo-ple of varied

Promote diver-sity by means of supporting an environment of tolerance and respect

s/he has a worthy way that everyone has equal value regardless of their different background s/he is aware of the opportunities in each individ-ual, undestands that everyone has a place to fill, everyone can do some-thing that can add dynamics to the working groups/he has the knowledge about different ways of dealing with cultural dif-ferences at work

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Type ofCompetence




background and experiences to improve de-cisions; to value and in-corporate con-tributions of people from di-verse back-grounds; as well as to demonstrate re-spect for opin-ions and ideas of others


All Responsibility and ability to resolve con-flicts

The ability to recognizes con-flicts of interest with or between others and know her own position, having the insight and tolerance re-quired to con-sider others' in-terests objec-tively and criti-cally challenge her own. This ability implies: to conduct con-flictual talks with colleagues, managers and

Recognize and solve conflicts considering others' interests objectively

s/he can take responsibility for new situations at the workplace and can handle discussions that arise in the teams/he can transform information and directives into action and manage to get the employees to work in the same directions.

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Type ofCompetence




customers sen-sitively; to deal with conflicts; to have persua-sive power and resolve resis-tance and ob-struction by ar-guing convinc-ingly; to inspire trust and em-anates confi-dence. On the other hand, the abil-ity to not re-solve conflicts to the conflict-ing parties' dis-advantage, but in a way that increases their personal re-sponsibility, creativity and social commu-nication; being therefore sought as a me-diator in cases of conflict


All Ethical and intercultural understanding

The ability to develop tar-geted knowl-edge, skills and

Understand in-tercultural in-teractionsas a learning oppor-

s/he has the ability to viewing difference as a learning opportunityHe / she has the ability to lead employees into work planning and in the work-ing group.s/he has the ability to get the rest of the working group to accept that cul-

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Type ofCompetence




attitudes that lead to visible behaviour and communication that are both ef-fective and ap-propriate in in-tercultural in-teractions; seeking out other cultures’ attributes, value cultural diver-sity and viewing difference as a learning oppor-tunityThis ability im-plies: to act ac-cording to ethi-cal principles; to have high ex-pectations of herself and oth-ers; to tolerate ambiguity and viewing it as a positive experi-ence; to be will-ing to move be-yond one’s comfort zone; to think com-paratively and without preju-

tunityand act accordin to eth-ical principles

tural diversity enriches and also strengthens our own culture.s/he has the ability to meet and see people as they are and be flexible to handle different intercultural situations at the workplace.

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Type ofCompetence




dice about cul-tural differ-ences


All Democratic participation

The capacity to have and apply knowledge of social and po-litical concepts and structures, and to have and apply knowl-edge about jus-tice, equality, citizenship and civil rights. This capacity also implies to take an active part in demo-cratic life, as well as to pro-mote and pro-tect democracy

Have knowl-edge about jus-tice, equality, citizenship and civil rights

s/he have the ability to convey democratic values at the working place and in daily routiness/he encourage that the everyday work must be based on a democratic ap-proach.


All Respect for en-vironment (na-ture, people, re-sources,..)

The capacity to foster relation-ships through personal ability to integrate and to accept strengths and weaknesses (own and fom others). As well as the ability to use renewable

Foster relation-ships through personal ability to integrate

s/he can take advantage of resources in himself, but also in other people, seeing everyone's strengths but also weaknesses, yet accepting this and turning it into something positive and useful in the teamwork and in the workplace.

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Type ofCompetence




resources and to know about sustainable de-velopment and sustainable hu-man develop-ment.


All Identity and sense of be-longing

The ability to identify the roles within a family struc-ture, a social setting or com-munity, as well as to see roles within a her-itage, tradition, ethnicity or re-ligion. This competence im-plies also the ability to per-ceive the self Image -regard-ing gender, sex-uality, person-ality or body image- as well as to see the vo-cational role (what you do)

Identify roles within cultural, social and fam-ily contexts

s/he has an open mind for everyone's equal value, regardless of sex, back-ground, sexual orientation, ethnicity or religion in the working teams/he can provide the above persons with correct duties, also to facilitate for example food culture differences due to of religious reasons at the workplace

Identify the ele-ments that in-fluence per-sonal and pro-fessional roles

S/he has the ability to see your professional role or what you do and make best out of this at the workplace.

Transversal Media & information

literacy

All Browsing, searching and filtering infor-mation

The ability to access and search for on-line informa-

Accessing and searching on-line information

s/he has the ability to follow information presented in hyper-linked and non-linear form, to adjust search strategies to a specific search engine, application or device, (electronic) searches according to specific needs.

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Type ofCompetence




tion, to articu-late information needs, to find relevant infor-mation, to se-lect resources effectively, to navigate be-tween online sources and to create personal information strategies.


literacy

All Ethical use of ICT (technol-ogy)

The ability to apply general behavioural norms in online / virtual inter-actions being aware of cul-tural diversity aspects, also to protect them-selves and oth-ers from possi-ble online dan-gers.

Apply ethical behavioural norms in online interactions and usng ICT

s/he has the ability to protect themselves and others form online threats, to define the consequences of their own behaviours and ethical issues in digital media and underline the different cultures of communications and interaction practices.


literacy

All Critically eval-uate info and media content

The ability to gather process understanding and to critically evaluate infor-mation. The ability to assess the usefulness,

Gathering and critically evalu-ate information by means of as-sessing and an-alyzing

s/he has the ability to enumerate different and structure, classify and or-ganise information and content.

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Type ofCompetence




timeliness accu-racy and in-tegrity of the in-formation. The ability to com-pare, contact and integrate information from different sources. The ability to distinguish reliable information from unreabile sources.


literacy

All Collect and an-alyse info through ICT (technology)

The ability to enter data into the computer, information processing, printing spe-cific documents. The ability to interact through a vari-ety of digital devices / appli-cations, under-stand digital communication, how it best can be displayed, analysed and used for own

Interact with digital devicxes to enter data, process infor-mation and printing docu-ments

s/he has the ability to manipulate and store information for easier re-trieval, and to organise information and data.

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Type ofCompetence




needs.Transversal Media &

information literacy

All Share information

The ability to share the con-tent of informa-tion found; to share content and resources; to act as an in-termediary; to be proactive in the spreading of news, content and resources; to integrate new information into existing body of knowl-edge.

Integrate and share information

s/he has the ability to use technological means (e.g. attachment to emails, uploading file in internet, etc.) to share information and content with oth-ers; to use internet to share both own content and content found in inter-net; to check the property right of the content; to use social media to share contents.


literacy

All Follow safety and security procedures

The ability to follow predeter-mined health, safety and secu-rityprocedures, in-corporate safe work practices into allworkplace ac-tivities and par-ticipate in con-sultation, haz-ardidentification and risk assess-ment activities

Follow prede-termined safety and security procedures

s/he has he ability to apply safe working practices within the context of the particular industry sector and job role in which are working.

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Type ofCompetence




for a givenservice industry operation and in line with reg-ulatoryrequirements

Transversal Intrapersonal skills

All Self-discipline The ability To fix by him/her-self profes-sional or per-sonal objectives without any ex-ternal control . To create new habits or ac-tions in order to make improve-ments and reach focused goals.

To be self-controled

s/he is able to react in a suitable and adapted way in total autonomy with-out taking into account own emotions and believes

To mobilize his/her will in order to achieve what is expected

s/he implements expected tasks searching relevant ressources

To mobilize his/her will in orderto achieve what is expected

s/he knows how to manage her time and establish prioroties in tasks to be achieveds/he is able to respect and apply the company policy


All Learn independently

The ability in acquiring inde-pendently knowledge, knowhow through formal and informal learning process

Adaptabillity to changes

S/he knnows how to aquire news competences and adapt her/himself to new challenges

Research of quality and per-formance through the ac-tivity developed

s/he knows how to adop new uses , practices and technical evolutions .

Ability in ana-lyzing, under-standing and doing

knows how to get information from peers


All Flexibility and adaptability

The abilty to adapt him/her-self to new situ-ation modifying

To be open to changes

s/he reacts in a positive way when facing forecasted or unforecasted changes in working situation

Ability to adapt s/he implements the change of process and can be force of proposal

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Type ofCompetence




his/her own posture and ac-tions

and enable his/her work evolutionAbilty to recon-sider his/her judgement and opinion

s/he is able to break barriers and resistances and to accept and adopt changes

Abilty in chal-lenging knowl-edgeand beliefs.

s/he is able to act appropriate to the new situation by making abstraction of habits


All Self-awareness The capacity to see, understand and know

Ability in taking a step back fromhis/her job "

s/he is source of proposal for adjustments and changes

Attraction for learning , dis-covering and knowing new things

s/he is interested in the evolution and context of his/her job , of the com-pany and profesional field and manage to increase his/her skills without any hierarchical order.

Ability in at-tending training courses and putting into practice

s/he is able to express his/her training needs and to put into practice trainning contents

Increase his/her own perfor-mance Ac-croitre sa per-formance

s/he knows how to bring certains tasks to evolve efficiently


All Perseverance and self-motivation

The ability to insist , to sur-pass oneself, to struggle against

Willingness to pursue an ac-tion despite the difficulties

s/he knows how to deal with and react in an effective way when a diffi-culty occurs

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Type ofCompetence




adversity Abilty in finding energy and willing to areach an ob-jective and carry out a task

s/he is enthusiastic about making quality work within a time limit


All Integrity and self-respect

The ability to know and ac-cept him/herself with own strenghts and weaknesses , to-compare to oth-ers in a con-structive and positive way but non deprecia-tive Abilty to demonstrate in-tegrity

To recognize him/herself as belonging to the company and be recognized in the company and at his/her post

s/he is part of the group and the company in formal and informal situa-tions

To achieve his/her mission in accordance with what we are

s/he is able to express and exchange about the degree of satisfaction at her/his post, during a formal interview (evaluation interview) with the hi-rarchy

To act with honesty

s/he respects the security and protection of property and people in his/her working environments/he complies with the rules of confidentiality or discretion


All Respect of quality of work

The ability to develop a cul-ture of trust, friendliness, and mutual re-spect . The abil-ity to under-stand work-place values: being account-able, making a

Developd and understand the workplace cul-ture and values

s/he has the ability to use deeply held principles to choose between right and wrong ways of working, which help in making important decisions and career choices.

- 23 -

Type ofCompetence




difference, fo-cusing on de-tail, delivering quality, being completely hon-est, keeping promises, being reliable, being positive, meet-ing deadlines, helping others, being a great team member, respecting com-pany policy and rules, and re-specting others, showing toler-ance. The abil-ity to act in a certain way re-quired by the procedures/in-structions at workplace.

Transversal Critical & innovative thinking

All Reasoned decision making

The ability to think critically using reflection, induction, de-duction, analy-sis, challenging assumptions, and evaluation of data and in-formation to

Identification of a range of dif-ferent options regarding a particular situ-ation

s/he is able to identify different options in response to a particular situa-tion; like established protocols, reasonable steps to follow, foreseen re-sults of an action, persons responsible to contact for, etc.

Making compa-rations of costs and efective-ness among dif-

s/he is able to compare different options in terms of cost and effective-ness, making an evaluation of available data by comparing them with the established protocols, anticipating the most likely results of each option, and knowing the priorities and interests of the company

- 24 -

Type ofCompetence




guide decision-making, identi-fying all the op-tions and com-paring them in terms of both costs and effec-tiveness.

ferent optionsApply decision making methods

s/he is able to apply adequate decision making methods, like command (take decision without involvement of others), consult (inviting others for an input), vote (discuss options an ask for the support of a majority of team members) and consensus (talk until all team members agrees on the decision)


All Reflective thinking

The ability to analyze and make judgments about what has happened

Match/connect previous expe-riences with current situa-tions

s/he is able to connect previous experiences and current situations, analysing information and data available from both situations, and evalu-ating the current situations on the basis of the lessons learnt from the pre-vious experiences.

Take decisions to face a partic-ular situation

s/he is able to take decisions as a response to a particular situation, on the basis of the analysis of previous experiences compared with the avail-able information from the current situation


All Resourcefulness

The ability to find and use available re-sources to achieve goals.

Identification of resources needed for a particular goal

s/he is able to identify the resources needed for a specific task or goal; like information and data, support from team members, approval from su-periors, material resources, economic and financial resources, human re-sources, etc.

Know how to find available resources

s/he is able to find and use the available resources to fulfil a specific task or goal; like information and data, support from team members, approval from superiors, material resources, economic and financial resources, human resources, etc.


All Entrepreneurship

The ability to turn ideas into action, includ-ing creativity, innovation and risk-taking, as well as the abil-ity to plan and manage projects in or-

Identification of new ideas and how to apply them to specific situations

s/he is able to identify and generate new ideas as a response to specific situations; making search and research on the sector and field of the situ-ation, analysing existent solutions and developing new aspects and pro-posals.

Identification of the resources needed for a project imple-mentation

s/he is able to identify the resources needed for the implementation of a specific project or goal; like information and data, material resources, economic and financial resources, human resources, support from team members, approval from superiors, etc.

- 25 -

Type ofCompetence




der to achieve objectives.

Management of the resources needed to de-velop a project

s/he is able to manage the resources needed to carry out a project or to achieve a specific goal, like information and data, material resources, economic and financial resources, human resources, support from team members, approval from superiors, etc.


All Creativity The ability to explore connec-tions, meet new challenges and seek solutions that are un-usual, original and fresh, look-ing at and solv-ing problems from a different perspective, avoiding ortho-dox solutions.

Know how to find new ideas through percep-tion

s/he is able to find and generate new ideas by means of his/her percep-tion; analysing the environment from a different perspective and explor-ing original solutions for specific situations.

Apply imagina-tion to create new ways to solve problems

s/he is able to generate new ways to solve problems applying imagina-tion; by means of improvisation or carrying out different creativity tech-niques like brainstorming, lateral thinking, affinity diagrams, mind map-ping, SWOT analysis, etc.

- 26 -

Professional competences: Building

Type ofCompetence




SpecificBuilding

Regulations andstandards

Electrician Tasks design in accordance with compul-sory regulation

The ability to design tasks in accordance with compul-sory regulation, including offi-cial accredita-tion and the re-spect of security and safety pre-scriptions

Accreditation from electricity installation in professional commercial or industrial premises.

s/he knows regulations and standards for electrical installations in homes, professional, commercial and industrial premises

Specific Secu-rity and safety plans for health and environ-ment

s/he wears individual protection equipment and knows how to work safely whilst protecting his/her and other people's health and respecting environment

SpecificBuilding

Preparation andorganisation

Electrician Undesrtand and follow technical documentation

The ability to execute plans and nomencla-tures

Knowledge of different types of plan, schema and meaning of electrical sym-bols

s/he knows how to place by him/herself the different electrical elements in accordance with the execution file, schema and meaning of electrical symbols

SpecificBuilding

Respect ofenvironment

Electrician Achieving tasks in accordance with compul-sory regulations regarding envi-ronment

The capacity to respect envi-ronmental reg-ulations, fol-lowing security and safety plans for health and environment

Specific Secu-rity and safety plans for health and environmen

s/he knows how to leave a clean building sites/he makes sure that construction waste is sorted into recycling

SpecificBuilding

Realisation ofworks

Electrician Installation of home electrical equipment

The ability to install home electrical equipment in-cluding: fixing materials and

Fixing materi-als and piping circuitsof residential premises.

s/he knows how to lay and fix materials and pipes according to norms and rules (positioning, height, tracking, section, radii of curvature, permeabil-ity to air, sealing between materials,insulation, mechanical protection of conductors, resistance to pull-out, oc-cupancy rate)s/he knows how to fit appliances and pipes meet the acceptable criteria of

- 27 -

Type ofCompetence




piping circutis, passing wires and cables, connecting equipemnt of the electrical circuits, and controlling trhe electrical insta-lation

horizontality, verticality and passage in the cornerss/he knows how to return to the supports of construction their original as-pect after drilling and filling

Pass wires and cables of elec-trical circuits of the dwellings

s/he knows the norms and rules of passage of the drivers and cabless/he knows how to pass wires and cables of electrical circuits of the dwellings

Connect the equipment of the electrical circuits of liv-ing quarters.

s/he complies with the norms and rules of connection of the driverss/he check that all the materials (boxes and boards) are correctly closed

Controlling and commissioning the electrical installation of the living quar-ters.

s/he carries out preliminary checks in order to check the safety of the ap-pliancess/he knows how to carry out an installation according to the execution / plan folder so the recollections of the plans and diagrams are in conform-ity with the execution files/he respects all electrical safety regulationss/he checks that the presentation of the operation allows the customer to operate the installation

SpecificBuilding

Realisation ofworks

Electrician Making electri-cal equipment of tertiary premises

The ability to make and in-stall electrical equipment of tertiary premises in-cluding: fixing and securing these materials, shaping pipes of electrical cir-cutis, passing wires and ca-bles, connecting equipemnt of

Fixing and se-curing electri-cal equipmentof tertiary premises.

s/he knows how to lay and fix the materials according to the norms and rules(positioning, height, air permeability, sealing with the materials, insula-tion, resistance to tearing)s/he checks that the installation of the equipment meets the acceptable cri-teria of horizontality and verticality

Shaping and laying pipes of electrical cir-cuits of tertiary premises

s/he knows how to lay and fix the pipes according to the norms and rules (positioning, height, path, section, radii of curvature, air permeability, sealing with materials, insulation, mechanical protection of conductors, resistance to tearing )s/he verifies the installation of the pipes and meets the acceptable criteria of horizontality, verticality and passage in the corners of the parts

Pass wires and cables of the electrical cir-

s/he knows the standards and rules of passage of conductors and cables in pipes (sections, colors, number, location).

- 28 -

Type ofCompetence




the electrical circuits, and checking the circuits of the electrical insta-lation

cuits of tertiary premises.Connect the equipment of the electrical circuits of ter-tiary premises

s/he makes sure thtat the standards and rules connection of the conductors and electrical devices are respected

Check the cir-cuits made be-fore putting in service a ter-tiary electrical installation

s/he checks and performs correctly at power ups/he checks taht the realized circuits work normally, and the measure-ments, settings and checks are in line with the expectationss/he complies with the regulations on electrical safety.s/he checks that information provided enables the commissioning of the installation

SpecificBuilding

Realisation ofworks

Electrician Install electrical equipment of industrial premises

The ability to install electri-cal equipment of industrial premises, in-cluding: fixing and securing electrical equipment, shaping pipes of electrical cir-cutis, passing wires and ca-bles, connecting equipemnt of the electrical circuits, and checking the circuits of the electrical insta-lation

Fixing and se-curing electri-cal equipmentof industrial premises.

s/he knows how to install and fix the materials (positioning, height, air permeability, sealing with materials, insulation, resistance to tearing) ac-cording to standards.s/he checks that the fitting of the equipment meets the acceptable criteria of horizontal and verticalitys/he can install in accordance with the specific guidelines.

Shaping and laying pipes of electrical cir-cuits in indus-trial premises.

s/he knows how to lay and fix the pipes in accordance with the norms and rules (positioning, height, path, section, curvature, air permeability, wa-terproofing with materials, insulation,mechanical protection of conductors, resistance to tearing)s/he checks the laying of the pipes and meets the acceptable criteria of horizontality, verticality and passage in the corners of the rooms

Pass wires and cables of elec-trical circuits in industrial premises.

s/he knows the norms and rules of passage of the conductors and cables in pipes are respected (sections, colors, number, location)

Connect the materials for circuits in industrial

s/he meets the standards and rules for connecting conductors

- 29 -

Type ofCompetence




premises.Check the cir-cuits made be-fore the in service of an industrial elec-trical installa-tion.

s/he checks and correctly performs power-ups/he checks that the the installed circuits work normallys/he checks that the measurements, settings and checks are in line with the expectationss/he checks that the regulations on electrical safety are complied withs/he checks that the information provided is used to ensure that the system is put into operation

SpecificBuilding

Regulations andstandards

Mason Design tasks in accordance with compul-sory regulation

The ability to design tasks in accordance with compul-sory regulation, including ecu-rity and safety plans for health and environ-ment

Compulsory regulatios and standards

s/he knows the regulations and standards in relation to the thermal regula-tion for professional and domestic uses.

Specific Secu-rity and safety plans for health and environ-ment (PPSPS)

s/he wears individual protection equipment and knows how to work safely whilst protecting his/her and other people's health and respecting environment

SpecificBuilding

Preparation andorganisation

Mason Knowledge and understanding of technical documents

The ability to execute plans and nomencla-tures

knowledge of different types of plan, schema and meaning of electrical sym-bols

s/he knows by her/himself how to read a plan in accordance with the reg-ulations and nomenclatures related to the building sector

SpecificBuilding

Respect ofenvironment

Mason Respect of environmental regulations

The ability to achieve tasks in accordance with compul-sory regula-tions regarding environment, including the storage, trans-port, disposal

Storage, trans-port, disposal and recycling of construction waste

s/he knows how to leave a clean building sites/he checks that construction waste is sorted into recycling

- 30 -

Type ofCompetence




and recycling of construction waste

SpecificBuilding

Realisation ofworks

Mason Building structures in masonry

The ability to build structures in masonry in-cluding: assem-bly of a foot scaffold, build-ing of Honed Masonry, de-construction and creation of openings in ex-isting walls

Carry out as-sembly opera-tionsand disassem-bling a foot scaffold

s/he knows the rules of safety,s/he wears the appropriate personal protective equipment.s/he knows the rules for storing the material.s/he checks that the principles of foot stance and soil stabilization are knowns/he knows the installation instructions and must have this manual on the job site.s/he knows the methodology of realization of the anchors to the facades/he knows the particular rules for the use of accessories such as stem, etc.s/he maintains defective partss/he checks that the installation instructions are correctly used

Building Honed Masonrywith cement/mortar or thin joints

s/he knows how to make masonry by respecting the plans and the instruc-tions by applying the tolerances of plumb, level, ribs according to norma-tive textss/he checks that horizontal and vertical joints are incorporated into the structures in accordance with the plans/he knows the laying techniques specific to each material and their im-plementation in accordance with the safety rules and wearing the appro-priate PPE

Create open-ings in existing wallsand to carry out the deconstruc-tion of parts of structures

s/he knows the methodology and elements of implementation of a head-stocks/he makes sure that the sorting of construction waste is controlleds/he makes sure that the stripping is ensured in accordance with the oper-ating proceduress/he makes sure that the method of protection of surrounding structures is knowns/he makes sure that the procedure of drying before stripping and the deadlines to be respected are known

SpecificBuilding

Realisation ofworks

Mason Make coatings and finishing elements

The ability to make coatings and finishing

Manuallytraditional hy-draulic coat-

s/he wears PPE adapted to the nuisances and dangers of the sites/he respects the dosages in binders of traditional mortars and degressive according to the layers.

- 31 -

Type ofCompetence




elements inclu-idng: tradi-tional hydraulic coatings, pre-fabricated com-ponents, and finishing works thresholds and supports

ingsand monolayers

s/he respects the drying time between each layer and the thickness of each layer is in conformity with the normative textss/he knows how to take climatic risks into account in the realization of the coatings s/he ensures a good quality definition in the sin-gular points such as paintings, lintels, angless/he knows how to realize the finishing aspects of coatings in an uniform, regular and aesthetic way

Installing pre-fabricated com-ponentsof support, coronation, lin-tel

s/he wears the PPE adapted to the nuisances and hazards of the sites/he knows how to position the level elements at the right altitudes and di-mensions according to the plans and sectionss/he knows how to make the site clean, cleaned, tidy

Carrying out finishing worksthresholds and supports

s/he wears the PPE adapted to the nuisances and hazards of the sites/he makes sures that the design of the formwork facilitates the formworks/he knows the methods for realizing the thresholds and supportss/he knows the principles of realization of the level mark

SpecificBuilding

Realisation ofworks

Mason Carrying out re-inforced con-crete structures forwork and formwork in traditional way

The ability to carry out rein-forced concrete structures for-work and form-work including: in traditional wood, in a rein-forced concrete structure, and pouring the concrete in the structure

Coffer/Forwork in traditional woodor man-trans-portable ele-ments

s/he wears the PPE specific to the work of cutting (glasses, helmet anti noise)s/he knows how to install the formwork, the forms are solid, waterproof and designed to facilitate the formworks/he identifies and respects the altitudes in the formwork and conform to the plans in dimensions and levelss/he meakes sures that the material is used rationally with a concern for economys/he makes sure that task scheduling allows continuity of work and dead-lines are mets/he makes the site clean, cleaned, tidy

Put in place the frames of a reinforced concrete struc-ture

s/he wears the PPE adapted to the nuisances and hazards of the sites/he knows how to use the material rationally and with a concern for economy.s/he knows how to pose according to reinforcements to the plan of rein-forcement and the instructions of its hierarchy

- 32 -

Type ofCompetence




s/he makes sure that the ligatures are solid and in sufficient number; the waiting steels are installed; the cabochon protectors are in places/he knows how to sort the waste and put it in the adapted dumpster

Pour the con-crete of a struc-ture of reinforced con-crete

s/he wears the PPE adapted to the nuisances and hazards of the sites/he knows how to identify collective protective equipment and their known rules of uses/he knows how to pour a formwork in the respect of the operating modes and in a progressive way, applying the vibration methodss/he knows how to sort the waste and put it in the adapted dumpsters/he knows the material specific to the handling and pumping of concretes/he knows the rules for the dosage of concrete and water intake during manufacture.

SpecificBuilding

Realisation ofworks

Mason Paving and flooring of the type girder slabs

The ability to carry out the paving and flooring of the type girder slabs

Laying a slabs floor

s/he wears the PPE adapted to the nuisances and dangers of the site and the EPCs in place The shoring conforms to the installation plans/he knows how to position the joists in accordance with the installation plan; the slabs are placed at the advancement, the blind slabs are posi-tioned at the endss/he places the planks at the periphery of the slab before casting (drying time of the mortar)s/he respects the altitudes and levels and conform to the planss/he respects the deadlines of realization and deliverys/he makes the site clean, cleaned, tidy, the waste is sorted, put in adapted body

SpecificBuilding

Realisation ofworks

Mason Carry out evacuation networks

The ability to carry out evac-uation networks for wastewater and rainwater

Evacuation net-works for wastewater and rainwater

s/he wears the PPE adapted to the nuisances and hazards of the sites/he knows how to establish the location of the pipes and to locate them on the plans/he knows the techniques for laying and assembling PVC pipes s/he knows the principles of signaling buried networkss/he knows and respects the rules concerning slopes.s/he makes the site clean, cleaned, tidy, the waste is sorted, put in adapted body

SpecificBuilding

Realisation ofworks

Mason Put the frames in place for tiles and floors

The ability to put the frames in place for tiles and floors

Tiles and floors operations

s/he wears the PPE adapted to the nuisances and hazards of the sites/he knows how to position according to the plan the steels to the plan of reinforcementss/he mades the ligatures correctly in a sufficient number

- 33 -

Type ofCompetence




s/he secures the standby steels by placing safety plugss/he presents sewing, bonding, corner reinforcing steels and fixes them correctlys/he makes the site clean, cleaned, tidy, the waste is sorted, put in adapted containers

SpecificBuilding

Realisation ofworks

Mason Implementing concrete for paving and flooring

The ability to implement con-crete for paving and flooring

Paving and flooring operations

s/he wears the PPE adapted to the nuisances and hazards of the sites/he respects the proceduress/he carries out casting progressively without overloading the floorss/he knows the techniques and the specific equipment of vibration, the material specific to the adjustment of the concrete and its uses/he knows the techniques of altitude adjustment of the concretes/he knows and respects the rules of dosage and plasticity of concrete

SpecificBuilding

Realisation ofworks

Mason Achieve surface aspects and screeds

The ability to achieve surface aspects and screeds

Surface aspects and screeds op-erations

s/he wears the PPE adapted to the nuisances and hazards of the sites/he respects the proceduress/he knows the techniques of implementation of screeds and the different types of finishess/he knows and respects the rules of implementation contained in the technical advices/he knows the specific material and maters its use s/he knows the methods of protection of structures (bad weather and un-timely passages

SpecificBuilding

Realisation ofworks

Mason Carry out as-sembly opera-tions and disas-sembling a foot scaffold

The ability to carry out as-sembly opera-tions and disas-sembling a foot scaffold

Foot scaffold operations

s/he wears the PPE adapted to the nuisances and hazards of the sites/he knows the rules of storage of the materials/he knows the principles of foot and foot stabilizations/he always has the assembly instructions on site and knows how to use its/he knows the methodology of realization of the anchors to the facades/he knows the particular rules for the use of accessories such as stems/he can spot defective partss/he knows how to correctly use the assembly instructions

- 34 -

- 35 -

Professional competences: Healthcare

Type ofCompetence




Specific Healthcare Management Elderly care

staff

Follow a hy-giene principles document

The ability to know and fol-low a proce-dure to check the hygiene principals

Manage hygienic principles

s/he is able to follow the hygiene principles and rules concerning the el-derly /patients and the environment

Specific Healthcare Observations Elderly care

staff

Monitor the pa-tient´s health conditions and symptoms

The capacity to know and fol-low a proce-dure to check the patient´s health condi-tion and make notes of them

Patient knowledge

s/he has the knowledge and the ability to write down notes about changes concerning the patient´s health conditions and report them

Specific Healthcare Booking skills Elderly care

staff

Ordering travel service to the elderly

The ability to order travel service for the elderly on the basis of estab-lished descrip-tions

Booking skillss/he is able to call and provide the correct information to the travel ser-vice and help the elderly/patient with ordering and book a destination for the travelling.

Specific Healthcare Booking skills Elderly care

staff

Book and at-tend events to the elderly

The ability to book events/tickets to the lederly and be available to at-tend the event together with the patient

Book event s/he is able to book a event/ticket and participate on the event together with the elderly

Specific Healthcare

Hygiene skills Elderly care staff

Knowledge about showering

The capacity to help and sup-port the elderly when shower-

Care about good hygiene

s/he is be able to help with the personal hygiene

- 36 -

Type ofCompetence




ing

Specific Healthcare Nail care skills Elderly care

staffKnowledge about nail care

The ability to help and give the support needed with nail care

Create well-being s/he is knowledgeable about how to cut and paint nails

Specific Healthcare Communication Elderly care

staff

Knowledge about reading aloud

The ability to read aloud and discuss the con-tent of the newspaper

Reading aloud s/he is be able to read aloud and discuss with the patient/elderly about the content in the newspaper/book

Specific Healthcare Scheduling Elderly care

staff

Having a flexible schedule

The capacity to be flexible for nursing and daily care schedule

Schedule flexibility

s/he is able to prioritizing the right chores and be flexible in the patients everyday care

Specific Healthcare Creative Elderly care

staffFinding solutions

The ability to be adaptable to unexpected sit-uations

Creative in dif-ferent health care situations

s/he is able to be creative and can solve problems in different situations

Specific Healthcare Supporting Elderly care

staff

Make assess-ments of the el-derly's re-sources and needs

The capacity to make an assess-ment of the re-sources the el-derly have, what activities / tasks the elderly can handle and, based on this, make a plan-ning of the sup-port needed

Support to elderly

s/he has the knowledge to plan and define the daily work of the elderly with regard to, for example, the care tasks such as the elderly being al-lowed to shower and get hair, nails and teeth taken care of. Be able to see what the elder needs help with and let the elder do what they can do themselves and to not take over the situation so that the elderly become passive

Specific Healthcare

Cleaning skills Elderly care staff

Set up a clean-ing schedule

The capacity to set up a clean-ing schedule

Cleaning scheduling

s/he should be able to help the elderly with household cleaning such as dust and so on

- 37 -

Type ofCompetence




based on spe-cific knowledge about cleaning a household

Specific Healthcare

Crisis management

Elderly care staff

Set up a crisis plan

The capacity to set up a crisis plan for differ-ent situations of crisis

Crisis planning s/he should be able to set up a plan for crises and handle different crises

Specific Healthcare Observations Elderly care

staff

Develop a observation report

The ability to carry out a written or oral observation re-port

Observations in the Health care

s/he has the ability to report important observations of patient status to responsible nurse

Specific Healthcare Planning Elderly care

staff

Develop a plan for preventing infections

The ability to write down a plan or detailed instructions re-lated with the procedure for preventing in-fections

Planning for preventing infections

s/he is able to handle the procedures for preventing infections in elderly´s homes

Specific Healthcare Cleaning skills Elderly care

staff

Set up descrip-tors of the cleaning of aids

The ability to make sure that aids are regu-larly cleaned and serviced

Cleaning aids s/he is able to clean the elderly´s aids and how to do service or who you should contact about the service for the aids

Specific Healthcare ICT skills Elderly care

staff

Knowledge about reporting patients health

The ability to carry out jour-nal reporting, having knowl-edge of the computer pro-grams needed

Journal reporting s/he has the knowledge of reporting deviations that may affect the patient

Specific Cultural Elderly care Considering in- The capacity to Open minded s/he is be able to help meet the patient's individual nursing needs, both

- 38 -

Type ofCompetence




Healthcare diversity staff dividual needs of the patient

be aware of the individual needs of the pa-tient, perceiving him/her as an individual

physical, mental, social, cultural and spiritual

Specific Healthcare

Environment awareness

Elderly care staff Waste recycling

The ability to have and apply environment and household wastes knowl-edge

Environmental awareness s/he is able to source household waste and sanitary ware, syringes, etc.

Specific Healthcare Integrity Elderly care

staff

Protecting in-tegrity for the elderly

The capacity to take care of in-tegrity situa-tions of the pa-tient

Knowledge about integrity in the health sector

s/he is able to handling integrity issues

Specific Healthcare Self-motivation

Elderly care staff

Motiviation to reach objectives and carry out tasks

The ability to find the energy and will to do the working task with a good motiva-tion

Self-motivation in different working situa-tions

s/he is enthusiastic about making quality work

Specific Healthcare Self-awareness Elderly care

staff

Capacity to see, understand and know

The ability to be attracted for learning , dis-covering and knowing new things

Self awareness at work

s/he is interested in the evolution and context of his/her job in the health sector

Specific Healthcare

Learning Elderly care staff

Acquire knowl-edge and know-how indepen-dently through formal and in-

The capacity to be adaptable to changes at workplaceand to acquire the

Learning new skills

s/he knows how to acquire new competences and adapt her/himself to new challenges when working with elderly people

- 39 -

Type ofCompetence




formal learning process

necessary new competences

Specific Healthcare Technical Elderly care

staff

Walk with the patient or drive the wheelchair

The ability and knowledge needed about how to drive a wheelchair

Technical to handle a wheel-chair

s/he should be able to drive a wheelchair

Specific Healthcare Communication Nurse

Prepare and planning dialog with relatives

The capacity to listen actively and have a dia-logue with caregiver's rel-atives

Listen to relatives

s/he Is capable of having a dialogue with relatives, In the conversation being able to listen actively , listen to and welcome their opinions and to appreciate their opinions

Specific Healthcare Supporting Nurse

Set up a list of different sup-port

The ability to see and know different soruces of sup-port available

Support to relatives

s/he has the ability to give support and advices - A supportive response is important for relatives so they to involved in the care. A supportive re-sponse can also help a relative to handle the situation and care of the person with mental health

Specific Healthcare Observations Nurse

Keep a note of the individual's needs

The ability to see the patient as an individual and see the in-dividual needs

Observation of needs

s/he should be able to help meet the patient's individual nursing needs, both physical, mental, social, cultural and spiritual

Specific Healthcare Management Nurse

Follow a hy-giene principles document

The ability to have and follow a procedure to check the hy-giene principals

Manage hygienic principles

s/he is able to follow the hygiene principles and rules concerning the el-derly /patients and the environment

Specific Healthcare

Observations Nurse Monitor the pa-tient´s health conditions and symptoms

The capacity to have and follow a procedure to check the pa-tient´s health condition and make notes of

Observations of patient's health condition

S/he has the knowledge and the ability to write down notes about changes concerning the patient´s health conditions and report them

- 40 -

Type ofCompetence




them

Specific Healthcare Booking skills Nurse

Ordering travel service to the elderly

The ability to order travel service for the elderly on the basis of estab-lished descrip-tions

Ordering travel service

s/he should be able to call and provide the correct information to the travel service and help the elderly/patient with ordering and book a desti-nation for the travelling

Specific Healthcare Booking skills Nurse

Book and at-tend events to the elderly

The ability to book events/tickets to the lederly and be available to at-tend the event together with the patient

Booking event skills

s/he is able to book a event/ticket and participate on the event together with the elderly

Specific Healthcare Hygiene skills Nurse

Knowledge about showering

The capacity to help and sup-port the elderly when shower-ing

Hygiene process s/he is able to help with the personal hygiene

Specific Healthcare Nail care skills Nurse Knowledge

about nail care

The ability to help and give the support needed with nail care

Create well-being s/he is knowledgeable about how to cut and paint nails

Specific Healthcare Communication Nurse

Knowledge about reading aloud

The ability to read aloud and discuss the con-tent of the newspaper

Reading aloud s/he is able to read aloud and discuss with the patient/elderly about the content in the newspaper/book

Specific Healthcare

Booking skills Nurse Knowledge about how to book a visit at the doctor/

The ability to follow the process when booking a visit

Booking skills and patient knowledge

s/he is able to call and book a doctor´s visit, able to give the doctor the right information such as ID number etc.

- 41 -

Type ofCompetence




healthcare to the doctor

Specific Healthcare ICT skills Nurse

Knowledge about reporting patients health

The ability to carry out jour-nal reporting, having knowl-edge of the computer pro-grams needed

Journal reporting s/he has the knowledge of reporting deviations that may affect the patient

Specific Healthcare

Cultural diversity Nurse

Considering in-dividual needs of the patient

The capacity to be aware of the individual needs of the pa-tient, perceiving him/her as an individual

Open minded s/he is be able to help meet the patient's individual nursing needs, both physical, mental, social, cultural and spiritual

Specific Healthcare

Environment awareness Nurse Waste recycling

The ability to have and apply environment and household wastes knowl-edge

Environmental awareness s/he is able to source household waste and sanitary ware, syringes, etc.

Specific Healthcare Integrity Nurse

Protecting in-tegrity for the elderly

The capacity to take care of in-tegrity situa-tions of the pa-tient

Knowledge about integrity in the health sector

s/he is able to handling integrity issues

Specific Healthcare Self-motivation Nurse

Motiviation to reach objectives and carry out tasks

The ability to find the energy and will to do the working task with a good motiva-tion

Self-motivation in different working situa-tions

s/he is enthusiastic about making quality work

Specific Healthcare Self-awareness Nurse Capacity to see,

understand and The ability to be attracted for

Self awareness at work

s/he is interested in the evolution and context of his/her job in the health sector

- 42 -

Type ofCompetence




know

learning , dis-covering and knowing new things

Specific Healthcare Learning Nurse

Acquire knowl-edge and know-how indepen-dently through formal and in-formal learning process

The capacity to be adaptable to changes at workplaceand to acquire the necessary new competences

Learning new skills

s/he knows how to acquire news competences and adapt her/himself to new challenges when working with elderly people

Specific Healthcare Technical Nurse

Walk with the patient or drive the wheelchair

The ability and knowledge needed about how to drive a wheelchair

Technical to handle a wheel-chair

s/he should be able to drive a wheelchair

- 43 -

Professional competences: Industry

Type ofCompetence


nameCompetence description

Sub-Competence Examples which demonstrate the competence in working situations

SpecificIndustry

Regulations and standards Supply agent

Merchandising task perform in accordance with compul-sory job regula-tion

The capacity to get the accredi-tation for mer-chandising by graduating a profile school

Accreditation s/he is accredited for activities in commercial sector for operations with commodities, goods and services

SpecificIndustry

Regulations and standards Supply agent

Task design in accordance with compul-sory health and safety/environ-ment regulation

The ability to design tasks re-specting pre-scriptions in ac-cordance with compulsory health and safety/environ-ment regula-tions

Specific secu-rity and safety plans for health and environ-ment

s/he knows how to work safely with different type of commodities s/he wears individual protection equipment whilst protecting his and other people 's health and respecting environment

SpecificIndustry

Preparation and organisation Supply agent

Technical and commercial documentation

Knowledge of different com-mercial proce-dures, goods and services standards the enterprise needs to pur-chase

Execution plans and nomenclatures

s/he knows commercial regulations and standards for commodities, goods and services an enterprise needs to purchase

SpecificIndustry

Respect ofenvironment Supply agent


The ability to achieve tasks in accordance with compul-sory regula-tions regarding environment

Respect of environmental regulations

s/he knows how to use electronic communication and reduce volume of printing s/he sorts papers and wrapping into recycling

- 44 -

Type ofCompetence




SpecificIndustry

Planning of work Supply agent Professional

planning

The capacitiy to be aware about the objectives of the enterprise and setting in-dividual goals

Documentation on objectives

s/he knows the objectives of the enterprise as regards provision and the job objectives to assure the requested material inputs/services for a pro-duction flow without interruption

SpecificIndustry

Realisation of works Supply agent

Collecting information form departments

The capacity to receive orders from the de-served depart-ments

Merchandise order

s/he knows the communication channels with the departments of the enter-prise s/he has the ability to communicate with the representatives of deserved departments s/he is able to collect orders for required merchandise, goods and ser-vices from deserved departments

SpecificIndustry


Process information from departments

The ability to process infor-mation from de-served depart-ments

Organise orders

s/he is capable of processing the orders on the computer in a structured manner according to the goods s/he has to purchase s/he is able to sort orders received from departments according to their categories on different groups

SpecificIndustry


Establish relation with suppliers

The ability to communicate with suppliers about merchan-dise, goods, services

Contact suppliers

s/he is capable of identifying the right suppliers and establish contacts with them by email, telephone, fax etc. to whom the demand is addressed s/he is capable of communicating with suppliers and request information about merchandise, goods, services

SpecificIndustry


Transfer of in-formation be-tween depart-ments and sup-pliers

The ability to inform depart-ments about carcteristics of products and negotiate with suppliers

Offers negotiation

s/he is capable of informing departments about the products s/he has found on the market (characteristics, price, duration of supply, services) s/he is capable of requesting additional information about products from suppliers and providing it to departments if it is needed s/he is capable of negotiating until clarifying all aspects required by de-partments

- 45 -

Type ofCompetence




SpecificIndustry


Knowledge of selection criteria

Have knowl-edge of own company crite-ria for supply

Evaluate offers

s/he is able to receive the offers from providers and evaluate it according to certain criteria of his own company (ex. characteristics, price, delivery period, post-delivery services, quality system management, number of complains and time for solving it, etc.)

SpecificIndustry


Application of selection criteria

The ability to apply the own company crite-ria for supply

Decide offers

s/he is capable of deciding the best option for purchasing a good/service, according to the policy of own enterprise as regards quality, price, deliv-ery period s/he is able to communicate with company/departments representatives in order to have a good decision

SpecificIndustry


Knowledge and application of commercial legislation

Knowledge and application of commercial legislation for elaboration of supply docu-ments

Contract supply

s/he is able to fill the contract and financial documents for purchasing a good/service s/he is circulating the contract to the representatives s/he is keeping the evidence in the database/register of the company

SpecificIndustry


Knowledge and application of transport facili-ties

The ability to organise trans-port for sup-plied products

Transport supply

s/he is capable of organising the transports of goods/services from the supplier to the own company s/he plans and organises the transport with the own company car/rented car/supplier car

SpecificIndustry


Knowledge and application of reception re-quirements

The ability to use methods for evaluation of products char-acteristics

Reception supply

s/he can receive the purchased goods at the manufacturer's premises or in the own company as established in the delivery contract s/he is checking the quantity and quality of goods s/he produces the required financial documents

- 46 -

Type ofCompetence




SpecificIndustry


Knowledge and application of products deliv-ery in company

Knowledge of storage system in the company and deliver products in the company

Deliver supply

s/he deliver the goods to the warehouse/departments s/he is leading the transport to the desired location of the warehouse/de-partment s/he is gives the goods to the warehouseman, by evaluating quantity and quality s/he gives the financial/quality documents (invoice, quality certificate, guarantee certificate) of the products to the warehouseman s/he fills the delivery/receipt document

SpecificIndustry


Knowledge and application of evaluation methods for suppliers

Knowledge and application of own company performance criteria for sup-pliers

Evaluate suppliers

s/he can evaluate the annual performance of a supplier s/he is able to collect the tradability of commercial relation with a sup-plier s/he uses the criteria defined by own company for evaluation aof the an-nual performance of a supplier

SpecificIndustry Evaluation Supply agent

Elaborate per-formance crite-ria for suppliers

Knowledge of quality criteria for suppliers and elaboration of an evaluation system for com-pany suppliers

Suppliers quality evaluation

s/he can elaborate criteria for selecting suppliers for the own company (ex. characteristics, price, delivery period, post-delivery services, quality system management, number of complains and time for solving)

SpecificIndustry

Regulations and standards Lathe worker

Tasks design in accordance with technical regulation

Graduate of a technical school and ap-prenticeship which allows him to know technical regu-lations

Technical understanding

s/he is graduate of a technical school apprenticeship s/he knows the regulations and standards for lathe technics

SpecificIndustry

Regulations and standards Lathe worker

Task design in accordance with compul-sory health and safety/environ-

The ability to design tasks re-specting pre-scriptions in ac-cordance with


s/he wears individual protection equipment and knows how to work safely whilst protecting his/her and other people 's health and respecting envi-ronment

- 47 -

Type ofCompetence




ment regulation

compulsory health and safety/environ-ment regula-tions

SpecificIndustry

Preparation and organisation Lathe worker

Technical docu-ments elabora-tion and under-standing

Knowledge of elaboration and reading for dif-ferent types of technical draw-ings

Technical drawing for me-chanical parts

s/he knows how to elaborate/read a technical drawing in accordance with the regulations and nomenclatures related to the mechanical industry

SpecificIndustry

Respect ofenvironment Lathe worker

Respect of environmental regulations

The capacity to achieve tasks in accordance with compul-sory regula-tions regarding environment

Waste sorting

s/he knows the rules issued by public bodies for the processing waste (metal waste, stump, coolants) s/he knows each type of waste, depending on its nature, to be conserved and oriented towards the type of outlet available in the company s/he knows how to leave a clean working place s/he sorts waste (metals and coolants) into recycling

SpecificIndustry

Realisation of works Lathe worker Planning work

The ability to get the techni-cal documenta-tion for lathe processing

Documentation for processing

s/he communicates with the sector engineer in order to get the fabrication documents: technical drawing of the manufactured piece, the technologi-cal data sheet for adjusting the working parameters of the lathe

SpecificIndustry

Realisation of works Lathe worker Lathe security

check

The ability to check the secu-rity of lathe be-fore start pro-cessing

Lathe evaluation

s/he knows the functioning of lathe s/he check the moving parts of the lathe s/he contacts the maintenance team if there is any defection of the lathe s/he accept to work only if the lathe is in good condition

- 48 -

Type ofCompetence




SpecificIndustry

Realisation of works Lathe worker Prepare lathe

for the work

The ability to supply tools and raw materi-als in order to start processing

Processing supply

s/he take from the warehouse the adequate tools for processing according to the technical drawing s/he is ordering raw material for processing s/he organises an intermediate storage for raw materials near the lathe s/he adjusts the operating parameters of the lathe according to the pre-scribed manufacturing technology

SpecificIndustry

Realisation of works Lathe worker Processing

The ability to execution vari-ous operations on lathe ac-cording to tech-nical documen-tation require-ments

Turning, grinding, finishing

s/he knows the rules of safety s/he wears the appropriate personal protection equipment s/he knows the methodology of fixing the pieces on the lathe s/he produce finished products (metallic and non metallic parts of various shapes and sizes, processed from moldings of various sizes) s/he knows the working instructions on the lathe and must have it on the job site s/he uses correctly the working instructions on the lathe

SpecificIndustry

Realisation of works Lathe worker Controlling

The capacity to carry out the technical in-spection of pro-cessed piece and quality check

Measure and detection

s/he knows to use the measuring devices s/he has the ability to identify defects in the workpieces or equipment used by means of measuring devices

SpecificIndustry

Realisation of works Lathe worker Improvement

The ability to apply the neces-sary treatment of identified de-fects according to company regulations

Defects treatment

s/he has the ability to correct defects of the workpieces s/he permanently remedies any defects found during the course of the works by reprocessing s/he analyses the source of defect and takes the corrective action in order to eliminate the source of defects

- 49 -

Type ofCompetence




SpecificIndustry

Realisation of works Lathe worker Emergency

situations

The ability to apply the neces-sary treatment of risk factors and emergency situations

Reduce of risk factors

s/he identifies the risk factors based on particularities of the workplace s/he report the risk factors orally or in writing, according to internal pro-cedures of the company s/he promptly report any accident to the specialized personnel and emer-gency services

SpecificIndustry

Realisation of works Lathe worker Quality

assurance

Knowledge about the docu-mentation on quality require-ments and ap-plication of quality proce-dures and workplace in-structions

Internal quality assurance

s/he correctly identify quality requirements by studying the provisions re-garding the quality of the works, from the technical documentation s/he applies technical quality assurance procedures, depending on type of work to be executed s/he check of the quality of the work on all operations s/he check the technical characteristics of the completed works by com-paring the execution quality with the quality requirements imposed by ex-ecution technology and specific quality standards

SpecificIndustry

Realisation of works Lathe worker Ensure

cleanliness

The ability to keep cleanli-ness at the end of the working program in the workplace

Lathe cleaning

s/he ensure cleanliness at the end of the working program s/he accomplish cleanliness of the workplace with the recovery of reus-able materials s/he apply the s/he uses necessary methods in correlation with workplace status in order to ensure cleaning s/he performs cleaning using the appropriate tools

SpecificIndustry

Realisation of works Lathe worker Lathe mainten-

ance

The ability to make the neces-sary mainte-nance of work equipment

Maintenance of work equipment

s/he check continuously the operating state of the lathe and work equip-ment s/he applies the maintenance procedures of the working equipment in or-der to achieve the prescribed duration working life of the equipment s/he clearly inform the competent person on work equipment failure, ac-cording to internal regulations at work

- 50 -

Professional competences: Retail

Type ofCompetence




Specific Retail Communication Sales clerk Customer service

The ability to generate an en-joyable shop-ping environ-ment for cus-tomers, taking into account their necessities and the com-pany objectives. This implies the capacity to be positive, friendly and helpful with customers, helping them make purchases and deal with any issues

Facilitate enjoyable shopping environment

s/he is able to listen and answer customers' questions, related with prod-ucts, services and policies from the company s/he is able to make customers feel listened in a positive, friendly and helpful way, helping them and providing them advice to make any pur-chases/he knows the procedures to follow and s/hes to contact to, in the event of customer complaints

Specific Retail Communication Sales clerk Communication

The ability to communicate with customers in a calm, effec-tive and friendly man-ner, listening to their questions and providing them with the information re-quired

Communicate with customers

s/he is able to listen and answer customers' questions in a calm, effective and friendly manners/he is able to provide customers with detailed information about prod-ucts, services and policies of the company

- 51 -

Type ofCompetence




Specific Retail Communication Sales clerk Basic negotiation

The ability to apply simple negotiation techniques with customers and colleagues, by means of inte-grating diver-gent opinions with openness and receptivity, pursuing the objectives of the company and customers' satisfaction

Apply simple negotiation techniques

s/he is able to provide advice to customers on alternative products to buy, when the product required is not availables/he is able to suggest a solution when customers are complaining

Specific Retail Operative activities Sales clerk Attention to

detail

The ability to concentrate on a task and focus on details, to detect cus-tomers' needs, potential errors on products or procedures and identify the re-quired solutions

Focus on tasks and details

s/he is able to provide the most recent and updated information related with products, services and policies from the companys/he is able to make sure that customers receive exact change during a purchases/he is able to make sure the clothing on display is laid out perfectlys/he is able to make sure that pricing of products is correct

Specific Retail Operative activities

Sales clerk Numeracy: cash-handling accuracy

The ability to handle the money received for customers, manage the cash register and take into account and

Handling money and cash register

s/he is able to apply basic math´s skills when handling the cash registers/he gives the customers the exact change during a purchase

- 52 -

Type ofCompetence




update the stock of sup-plies

Specific Retail Sales business activities Sales clerk Business

awareness

The ability to understand how the company operates, the kind of prod-ucts they sell, and the types of customers who purchase their products

Understanding of the company operative

s/he knows perfectly the policies of the company: sales, prices, product return, changes, customer service, etc.s/he has a detailed knowledge of the products, services and policies of the company s/he is able to identify the main types of customers, and knows the stan-dard consume patterns and purchase habits of each type

Specific Retail Sales business activities Sales clerk Sales skills

The ability to help customers find what they’re looking for and encour-age them to buy specific prod-ucts

Sales-oriented support

s/he has in-depth knowledge of the products and services offered in the company s/he is able to help, advice and encourage customers when deciding what to purchases/he is able to understand basic accounting and stockings/he is able to keep track of sales goals

Specific Retail Sales business activities

Sales clerk Merchandising The ability of promoting the sale of prod-ucts, especially by their presen-tation in retail outlets, includ-ing several dis-play tech-niques, free samples, on-the-spot demon-stration, pric-ing, shelf talk-

Facilitate the sale of products through promo-tion

s/he is able to promote a product or service by means of on the spot demonstrationss/he is able to present and promote special offers of a product or services/he knows how to carry out a retail outlet

- 53 -

Type ofCompetence




ers, special of-fers, and other point-of-sale methods

Specific Retail ICT based activities Sales clerk ICT skills:

Office software

The ability to use digital de-vices and soft-ware to create and manage in-formation

Use of ICT-based devices and software

s/he is able to use a computer (or laptop, tablet, etc.) to write a report of sales, or to create a list of productss/he knows how to use Microsoft Word to create or modify a documents/he knows how to use Microsoft Excel to create or modify a table

Specific Retail ICT based activities Sales clerk ICT skills: POS

systems

The ability to use Point of Sale (POS) or Point of Pur-chase (POP) systems to com-plete retail transactions

Use of POS and POP

s/he knows how to use the cash register and the barcode scanner s/he knows how to read information on the monitor and to print a receipts/he knows how to use the debit/credit card readers/he knows how to use a signature capture device

Specific Retail Communication Salesperson Customer service

The ability to generate an en-joyable shop-ping environ-ment for cus-tomers, taking into account their necessities and the com-pany sales ob-jectives. This implies the ca-pacity to be positive, friendly and helpful with customers,


s/he is able to listen and answer customers' questions, related with prod-ucts, services and policies from the companys/he is able to make customers feel listened in a positive, friendly and helpful way, helping them and providing them advice to make any pur-chases/he knows the procedures to follow and s/hes to contact to, in the event of customer complaints

- 54 -

Type ofCompetence




helping them make purchases and deal with any issues

Specific Retail Communication Salesperson Communication

The ability to communicate with customers in a calm, effec-tive and friendly man-ner, explaining to them all rele-vant features of each product, and answering any questions they might have

Communicate with customers

s/he is able to listen and answer customers' questions in a calm, effective and friendly manners/he is able to provide customers with detailed information about prod-ucts, services and policies of the company

Specific Retail Communication Salesperson Advanced negotiation

The ability to apply advanced negotiation techniques with customers and colleagues, by means of inte-grating diver-gent opinions, pursuing the sales objectives of the company and customer satisfaction

Apply advanced negotiation techniques

s/he is able to provide advice to customers on alternative products to buy, when the product required is not availables/he knows how to convince customers with arguments to take a choice during a sales/he is able to provide customers different solutions to solve their com-plaints


Salesperson Persistence The ability to continue doing a sale beyond the usual or ex-

Persistence applied to sales

s/he is able to convince customers to buy a product by solving their doubts and indecisionss/he is able to face and surpass difficulties when negotiating with a cus-tomer

- 55 -

Type ofCompetence




pected time, even though customers are difficult to con-vince. This im-plies having re-silience and motivation to achieve the sales goals.

Specific Retail Operative activities Salesperson

Numeracy: cash-handling accuracy

The ability to fi-nalize sales by means of han-dling money and credit card transactions us-ing the cash register and taking into ac-count and up-dating the stock of supplies

Handling money and cash register

s/he is able to apply basic math´s skills when handling the cash registers/he gives the customers the exact change during a purchases/he know how to use information about sales trends and promotions to estimate the stock needed


management

Salesperson Personal mastery skills

The ability to be aware, man-age and im-prove a set of personal capac-ities, which in-fluence the sales process. This capacities may include personal clean-liness, punctu-ality, profes-

Be aware, man-age and im-prove personal capacities

s/he is able to keep a personal and professional appearance on the basis of the requirements of the company (e.g. wearing suits or uniforms)s/he is able to be punctual, polite and dependables/he is able to attend a phone call while working at the front desk

- 56 -

Type ofCompetence




sional appear-ance and de-meanor, polite-ness, sense of initiative, being dependable, ef-ficient and able to multitask

Specific Retail Sales business activities Salesperson Business

awareness

The ability to understand how the company and industry operates; to have an ad-vanced knowl-edge of the products, ser-vices and poli-cies of the com-pany; and to know the types of customers of the company and their pur-chasing habits

Understanding the operative of the company and the industry

s/he knows perfectly the policies of the company: sales, prices, product return, changes, customer service, etc.s/he has a detailed knowledge of the products, services and policies of the company s/he perfectly knows the main types of customers of the companys/he is able to devise sales strategies based on the consume patterns and purchase habits of the customers


Salesperson Commercial awareness

The ability to understand what makes a company suc-cessful, how world events may impact the company or the customers, and to identify ways

Identify factors influencing the success of the company

s/he is able to identify recent news, events and trends that may affect the sales of the companys/he knows how to be updated regarding the field of the company and the main products and services provided

- 57 -

Type ofCompetence




for the com-pany to grow

Specific Retail Sales business activities Salesperson Advanced sales

skills

The ability to actively encour-age customers to buy more of a product or new products to achieve sales goals. This im-plies in-depth knowledge of the products, planning and management of sales goals, as well as the ca-pacity to apply several per-sonal skills: as-sertiveness, ne-gotiation, ac-tive listening

Advanced sales-oriented support

s/he has in-depth knowledge of the products and services offered in the company s/he is able to actively encourage customers when deciding what to pur-chases/he is able to take into consideration accounting and stocking when mak-ing a sales/he is able to foresee, plan and keep track of sales goals

Specific Retail ICT based activities Salesperson ICT skills:

Office software




Specific Retail ICT based activities

Salesperson ICT skills: POS systems

The ability to use Point of Sale (POS) or Point of Pur-chase (POP) systems to com-

Use of POS and POP


- 58 -

Type ofCompetence




plete retail transactions

Specific Retail Communication Sales manager Customer service

The ability to design an en-joyable shop-ping environ-ment for cus-tomers, and to guide employ-ees (clerks, salespersons) during the im-plementation of this environ-ment. This im-plies taking into account cus-tomers necessi-ties, sales team capacities, and sales objectives developed for the company


s/he is able to listen and answer customers' questions, related with prod-ucts, services and policies from the companys/he is able to make customers feel listened in a positive, friendly and helpful way, helping them and providing them advice to make any pur-chases/he knows the procedures to follow in the event of customer complaints

Specific Retail Communication Sales manager Communication The ability to communicate with employees (clerks, sales-persons) and customers in an effective and friendly man-ner, explaining to them all rele-vant features of each product,

Communicate with employeesand customers

s/he is able to listen and answer questions from employees and customers in an effective and friendly manners/he is able to provide employees with detailed information about the company procedures and policies, as well as their responsibilities, obli-gations and rightss/he is able to provide employees and customers with detailed information about products, services and policies from the company

- 59 -

Type ofCompetence




the company policies and procedures, and answering any questions they might have

Specific Retail Communication Sales manager Advanced negotiation

The ability to apply advanced negotiation techniques with employees (clerks, sales-persons) and customers, by means of inte-grating diver-gent opinions, developing and implementing the sales objec-tives of the company as well as cus-tomer satisfac-tion

Apply advanced negotiation techniques

s/he is able to provide advice to customers on alternative products to buy, when the product required is not availables/he knows how to motivate and convince employees to be committed with the sales strategy of the company s/he knows how to convince customers with arguments to take a choice during a sales/he is able to provide customers different solutions to solve their com-plaints

Specific Retail Strategic management

Sales manager Analytical skills

The ability to identify and an-alyze sales data to find strengths and weaknesses in the system, to solve problems by decision making and to

Applying analy-sis and decision making in man-agement

s/he is able to analyze sales data and elaborate sale statisticss/he is able to develop cost-saving opportunities on the basis of the analy-sis of sales datas/he knows how to identify trends and tendencies in sales patterns and habits of customers

- 60 -

Type ofCompetence




develop cost-saving opportu-nities

Specific Retail HR management Sales manager Leadership

The ability to work with, guide and moti-vate employees (clerks, sales-persons) and colleagues, in order to over-see processes, guide initiatives and steer them toward the achievement of sales goals set

Guide and mo-tivate employ-ees through management

s/he knows how to motivate a sales team to increase their sales quotas/he is able to inspire the employees and colleagues in the company by means of his/her work s/he is able to foster personal initiative and competitiveness among the sales team

Specific Retail HR management Sales manager Coaching skills

The ability to direct, instruct and train em-ployees (clerks, salespersons) to achieve sales goals by means of applying sev-eral personal and profes-sional skills: empathy, active listening, build-ing rapport, providing feed-back and effec-tive communi-cation

Direct and train employees by coaching tech-niques

s/he is able to direct and instruct the sales team s/he knows how to build rapport with the employeess/he is able to develop effective communication strategies with the sales team, including active listening, empathy, assertiveness, etc.

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Type ofCompetence




Specific Retail Sales business activities Sales manager Business

acumen

The ability to understand and deal with busi-ness situations (involving risks and opportuni-ties) with keen-ness and quick-ness, in a man-ner that is likely to lead to a good commer-cial or financial outcome, This implies the crit-ical business thinking re-quired to achieve sales objectives

Applying criti-cal thinking to business objec-tives

s/he is able to identify the risks and opportunities linked to a particular business situations/he knows how to develop business strategies to take advantage of the opportunities and avoid the riskss/he is able to set sales goals on the basis of a given business situation

Specific Retail Strategic management Sales manager Critical-

thinking skills

The ability to think clearly and rationally, understanding the logical con-nection between ideas. This im-plies the ability to engage one-self in reflective and indepen-dent thinking

Applying reflec-tive and inde-pendent think-ing

s/he is able to identify the elements influencing a sales trend and how to apply strategies to take advantage of these elementss/he understands the connection between consume patterns and habits, the merchandising, and sales goals and strategies

Specific Retail Strategic management Sales manager Strategic

planning

The ability to set sales objec-tives for the

Applying strate-gic planning to sales objetives

s/he is able to develop a sales plan, setting sales objectives for the com-panys/he knows how to plan and organize actions, tasks and responsibilities

- 62 -

Type ofCompetence




company, and to facilitate their achieve-ment through achievable goals. This im-plies setting the goals and de-ciding the ac-tions to be taken by em-ployees, and helping them to achieve those goals.

among the sales team


Sales manager Advanced sales skills

The ability to actively encour-age customers to buy more of a product or new products to achieve sales goals. This im-plies in-depth knowledge of the products, planning and management of sales goals, as well as the ca-pacity to apply several per-sonal skills: as-sertiveness, ne-gotiation, ac-

Advanced sales-oriented support

s/he has in-depth knowledge of the products and services offered in the company s/he is able to actively encourage customers when deciding what to pur-chases/he is able to take into consideration accounting and stocking when mak-ing a sales/he is able to manage a sales plan, applying sales strategies, and keeping track of sales goals

- 63 -

Type ofCompetence




tive listening

Specific Retail HR management Sales manager Performance

management

The ability to perform an on-going process of communica-tion and super-vision with em-ployees (clerks, salespersons), with planned business re-views to ad-dress perfor-mance issues and correct possible prob-lems, in support of accomplish-ing the strate-gic objectives of the company

Guide and su-pervise perfor-mance of em-ployees

s/he is able to supervise the sales team performance on the basis of the sales objectives set for the companys/he knows how to apply planned business reviews with the sales teams/he knows how to motivate employees in order to correct an insufficient sales perspective

Specific Retail ICT based activities Sales manager ICT skills:

Office software




Specific Retail ICT based activities Sales manager ICT skills: POS

systems

The ability to use Point of Sale (POS) or Point of Pur-chase (POP) systems to com-plete retail transactions

Use of POS and POP


- 64 -

Type ofCompetence




Specific Retail Communication Inventory manager Communication

The ability to communicate with employees, colleagues, providers and customers in a effective and friendly man-ner, explaining to them all rele-vant informa-tion about products, logis-tics, stock and inventory, the company poli-cies and proce-dures, and pro-viding them with the infor-mation required

Communicate with employees, colleagues, providers and customers

s/he is able to listen and answer questions from employees, colleagues, providers and customers in a calm, effective and friendly manners/he is able to provide employees, colleagues, providers and customers with detailed information about products, logistics stock and inventory


management

Inventory manager

Organizational skills

The ability to use the time, energy and re-sources avail-able, in an ef-fective way to fulfill the fore-seen tasks and achieve the goals set. This implies the ability to apply several per-sonal and pro-

Applying effec-tive planning to managment of resources

s/he is able to coordinate the work with the company supply chains to make sure that needed products are on route, s/he is able to manage all the necessary information to be sure that the in-ventory is on shelves and well-stockeds/he is able to keep record for materials, create report and track supplies

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Type ofCompetence




fessional ca-pacities: plan-ning, self-disci-pline, physical an mental orga-nization, time management, prioritizing, etc.

Specific Retail HR management

Inventory manager Leadership

The ability to work with, guide and moti-vate employees and colleagues, in order to oversee pro-cesses, guide initiatives and steer them to-ward the achievement of their depart-ment objectives

Guide and mo-tivate employ-ees through management

s/he knows how to motivate the warehouse employees to achieve or ex-ceed the expected results s/he is able to inspire the employees and colleagues in the company by means of his/her work s/he is able to foster personal initiative and competitiveness among his/her team


Inventory manager

Attention to detail

The ability to concentrate on a task, achiev-ing thorough-ness and accu-racy when ac-complishing this task, and considering also all the ar-eas involved. This implies fo-cusing on small

Focus on tasks and details

s/he is able to be accurate when counting orders and taking stock for the inventorys/he knows how to check and make sure not to miss any detail of the in-ventory

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Type ofCompetence




things that make a project complete, or fulfill every as-pect of a partic-ular task.


Inventory manager

Critical-thinking skills

The ability to think clearly and rationally, understanding the logical con-nection between ideas. This im-plies the ability to engage one-self in reflective and indepen-dent thinking

Applying reflec-tive and inde-pendent think-ing

s/he is able to coordinate workers to receive and record new stock, and to move stock onto store shelves as neededs/he knows how to make sure that stock gets to its destination on time, and that there are no shortages on shelves of the companys/he understands the interdependence between all the departments and actors involved and connected: customers, producers, sales team, ware-house, logistics, etc.


Inventory manager

Problem solving skills

The ability to use generic or ad hoc meth-ods, in an or-derly manner, for finding so-lutions to prob-lems. This usu-ally implies mathematical or systematic operations and can be a gauge of an individ-ual's critical thinking skills

Applying problem solving methods

s/he is able to find solutions to problemss/he knows how to anticipate problems before they happen and how to be ready when problems arise

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Type ofCompetence





Inventory manager

Strategic planning

The ability to set plans of ac-tion for the company, and to facilitate their achieve-ment through achievable goals. This im-plies setting the goals and de-ciding the ac-tions to be taken by em-ployees, and helping them to achieve those goals.

Applying strate-gic planning to sales objetives

s/he is able to devise a plan of action to manage the inventory s/he is able to develop a plan of action, setting up objectives, indicators of performance, and follow up measures for the companys/he knows how to plan and organize actions, tasks and responsibilities among her/his team


Inventory manager

ICT skills: Office software





Inventory manager

ICT skills: handheld devices

The ability to use digital handheld de-vices and the software in-cluded to record inven-tory data, like tablets

Use of ICT-based handheld devices and software

s/he is able to use handheld devices when checking the inventorys/he knows how to record inventory data in the handheld electronic de-vices

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Professional competences: Tourism

Type ofCompetence




SpecificTourism

Employment legislation Waiter/waitress

Definition and management of a work activity in compliance with labour law

Contractual as-pects of a work activity

Contract of employment

s/he is aware of the facts that are listed in the employment contract, such as working hours, weekend work, use of legal rest times, required statutory night rests, weekly maximum working hours, worker protec-tion, etc.)s/he can handle the checklists of work safety and the HACCP principles for the hygiene standardss/he knows that tasks and activities that do not fall under the job de-scription are not part of daily work routines s/he is able to use protective clothing according to safety and security standards to avoid accidents and injuriess/he is able to observe the youth protection regulations (no serving of alcoholic drinks to minors, no selling of cigarettes to minors, observa-tion of closing hours/licensing hours, no stay of minors according to the youth protection legislation, etc.)

SpecificTourism

Schedule management Waiter/waitress

Definition and management of the specific pro-fessional activ-ity in restaurant operations

Management of compulsory procedures and fulfilments for a work activity

Restaurant itinerary

s/he is informed about the schedule according to the type of event or meetings/he knows how to handle the checklists for the type of event or meetings/he knows the fixed orders and reservations of the guests and is in charge of the preparation of the table plans and seating planss/he is able to arrange the tables according to guests wishes and desires (regular guests, birthday table, etc.)s/he has to set up a work plan for the type of event or meeting in order to guarantee a smooth service (errands, contact persons, persons in charge, communication with the kitchen, problem solver, substitutes, welcoming of guests, allotment of stations, etc.

SpecificTourism Planning Waiter/waitress

Fitting of the menus to be of-fered in the restaurant

Management of specific profes-sional activity in restaurant operations, tak-ing into account the characteris-tics and pecu-

Menu creation

s/he is able to create the menu in accordance with other departments such as the kitchen, Food & Beverages, Sales & Catering, etc.s/he designs and develops the menu sequence, special parts of the menu and/or buffet in accordance with other departments such as the kitchen, Food & Beverages, Sales & Catering, etc.s/he is aware of the dangers of allergic shocks caused by food incom-patibilities and prepares the menu according to the guidelines of the Al-lergen Regulation of the European Union

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Type ofCompetence




liarities of the catering / restaurant in-dustry and the relations with the other seg-ments of tourism sector, and the different possible work-ing contexts

s/he creates the dining assortment and choice of drinks on the basis of seasonal availability, target group, religious festivity (Christmas, Easter, etc.), kind of event, kind of service (service at the guest or buf-fet), quality, short transport distances (local products, organic products, ecological footprint) and other aspectss/he knows the content of the menus (menu card, wine card, bar menu, drinks menu, ice chart, etc.) and can inform the guests about its bene-fits and explain the pricess/he knows the Allergen Regulation of the European Union which is part of the menu and has to be hung out in the restaurant area to inform the guests about potential allergy risks or intolerancess/he is capable of explaining the risks of the prepared, refined, pro-cessed meals that might contain all 14 allergens after having completed a 3-days´ statutory course to the guests

Menu calculation

s/he is able to calculate the menu according to national standards and specifications (VAT rate of food and beverages)s/he can calculate a menu in detail to know the exact distribution mar-gin of each product for future menu planss/he knows the cost of sales and the net sales prices of each item

SpecificTourism

Preparation and organisation

Waiter/waitress Setting-up of the premises of the restaurant (mise en placeof the restaurant service)

Processing of the menus en-suring that the gastronomic of-fer of the restaurant will be attractive, balanced and appropriate to the type of cus-tomers

Mise en place restaurant

in the restaurant or at etage or at banquet area:s/he is capable of preparing the workplace and follow a detailed check-list depending on the type of event in order to ensure a smooth and pro-fessional serving process for the guestss/he is in charge of setting up an arrangement according to the type of event (wedding, birthday, business dinner, etc.) and dish (set menu, menu sequence, number of courses of the menu, buffet, etc.) and the ser-vice provided (self-service or service at the table, open kitchen, show cooking, etc.) and the location (in the open air or indoor) s/he has the ability to prepare the workplace depending on the meal or type of event in a professional manner with the provision of table linen, candles, folding of napkins, tableware, glasses and cutlery for correct menu subsequence, flower bouquets, decoration, name plates, reserve the correct tables, prepare the dishes according to client´s wishes and desires (company or private individual)s/he is able to prepare a working trolley according to safety measures and business requirements to ensure smooth service operations when

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Type ofCompetence




serving a larger number of peoples/he is able to manage table reservations due to guests wishes (indoor or outdoor, ocean view or mountain view)s/he is capable of fulfilling special requests and desires of guests in a timely manner (e.g. a special flower bouquet, the birthday cake, music, etc.)

SpecificTourism

Preparation and organisation Waiter/waitress

Setting-up of the premises of the kitchen (mise en place of the kitchen service)

Organisation of the kitchen op-eration for the food prepara-tion and food quality ensuring that the gastro-nomic offer of the kitchen will be attractive, balanced and appropriate to the type of cus-tomers

Mise en place kitchen

in the kitchen: s/he has the ability to prepare the workplace which is essential for fast cooking procedures and includes depending on the meal or type of event the provision of the required spices and ingredients as well as the work-ing utensils in the adequate arrangement for each cook and dish

s/he is able to follow, understand and interpret a detailed checklist and prepare the mise en place according to the guidelines and requirements of the business operation


Serving the guests of the restaurant

Definition and quantification of resources needed to sup-port the gastro-nomic offer in the restaurant

Restaurant planning

s/he is charge of the resource planning of the whole restaurant opera-tion and is monitoring and listing all resources needed to support the gastronomic offer in the restaurants/he sets up a staff schedule in accordance with other departments to guarantee a smooth restaurant operations/he arranges a list of deficiencies in order to monitor the shortcomings (e.g. breakage of glass, theft, vandalism, etc.)s/he is compiling the menu plan for each week in accordance with the departments kitchen, food & beverages, sales and catering in order to create a comprehensive offer with regard to seasonality, sustainability, availability, festivities and celebrationss/he is responsible for the inspection of incoming goods and goods leav-ing in order to identify shortages, deficiencies, quality differences, sup-plier problems, etc.

s/he handles, monitors and evaluates the stock list in order to be able to

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Type ofCompetence




prepare future orders, especially for large events and meetings

s/he analyzes the quality of staff, resources. equipment and facilities on a quarterly basis and is implementing corrective measures in case of ir-regularities, such as supplier changes due to bad product quality

s/he sets up plans to arrange new seat variations and new decorative el-ements and changes the transit time from kitchen to serving at the table for the employeess/he evaluates the gastronomic offer on a monthly basis in order to identify cash cows and poor dogss/he decides if a renovation or refurbishment of the facilities and new equipment is necessary to be more attractive to guests and companiess/he calculates the cost-benefit analysis in order to identify which ele-ments are crucial for the success of the restaurant operation and which parts do not contribute much to success parameters

SpecificTourism

Mise en place management Waiter/waitress

Preparation and presentation of the gastronomic offer chosen by the guests of the restaurant

Definition of the mise en place of the spaces in function of the service to be re-alised, follow-ing the rules of the etiquette and accordingly to the quality standard char-acterising the restaurant

Mise en place management and analysis

s/he creates new ideas for mise en place management (e.g. new materi-als to use, new equipment, better quality of equipment, new places where to install the mise en place areas, etc.)s/he sets up new mise en place standards due to new legislation or change of business operation, such as new quality standards or change from a café to a gourmet restaurants/he prepares the mise en place according to the type of event, festivity or business meeting in order to service the guests properlys/he tests new table covers for specials events, such as decoration, flower bouquet, special effects, etc. in order to fulfil guests wishes and try out new mise en place variationss/he tries out innovations and new products, changes the suppliers in order to maintain the quality in case of irregularitiess/he orders new mise en place items and equipment if necessary, e.g. for cultural events, religious festivities, foreign guests of state and ambas-sadors, etc.

SpecificTourism Operations Waiter/waitress

Tidying up of saloon, kitchen and equipment of the restaurant

Definition and carrying out of the operations to be carried

Operations restaurant/ banquet area

s/he is able to clean the salon, kitchen and equipment of the restaurant according to the given checklistss/he is aware of the national cleanliness directives and hygiene regula-tions, knows their importance and strictly observes them

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Type ofCompetence




out for taking and satisfying the client or-ders, taking into account the characteristics of the ordered food and bever-age, included wine (valorising the combination of food and wine by choos-ing the appro-priate products, and following the techniques and rules for wine pouring), the number of the guest, and the articulation of the serving

s/he acts according to the companies safety and hygiene program (use of hazardous substances, protective clothing, safety devices at the work-place, etc.)s/he is aware of the national orderliness regulations, knows their impor-tance and strictly observes thems/he is in charge of the smooth operation of serving the guests at the ta-ble as well as in the banquet area, the kitchen, the buffet (inside or out-side) by preparing the ordered meals, drinks and special orders due to clients wishes and cleans the workplace right after serving the guestss/he guarantees the right temperature of the wine, is filleting the fish at the guests´ tables, flambé deserts and dishes directly at the guests´ ta-bles and is tidying up the workplace right after finishing the wine tast-ing, the flambéing of deserts and other dishes, the filleting of the fish or other special service wishess/he knows how to prepare the work place for a special dining experi-ence and/or professional wine tasting (arrangement of glasses/dishes, cutlery, supplements, pouring devices for the red wines, table decora-tion, arranges the bread to the wine, controls the wine temperature be-fore serving, etc.)s/he is in charge of the wine ceremony, filleting ceremony, flambéing ceremony and acts according to precise rules for serving wine/dishes and the serving sequence, knows the order of the meals/wines presented and can give professional advice to the guests if necessarys/he acts in accordance with the sommelier, the food & beverages de-partment and leaves the workplace tidied up for the cleaning staffs/he knows that the dishes/wines have to be served from the rights/he has to control the warehouse, the goods received and goods issue in order to be able to fulfil the guests wishes (e.g. by knowing if a spe-cialty wine is in stock, etc.) and to know how many orders need to be taken to manage the preparatory work for upcoming events and meet-ingss/he knows how to handle the storage plan, the pick lists for goods is-sues and goods receipt, the inventory list and the loss list and does reg-ular updating by checking all lists before and after events, meetings and festivities

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Type ofCompetence




SpecificTourism

Service standards Waiter/waitress

Preparation and presentation of the service stan-dards of the restaurant

Preparation and presenta-tion of the cour-ses and side dishes on de-mand

Service standards restaurant

s/he knows to serve the dishes/drinks from the right when serving guests at the tables/he knows to ask for a supplements and an aperitif and/or digestive at the guest´s tables/he is capable of preparing an adequate mise en place to guarantee a smooth service process and be prepared for guest wishes and desiress/he arranges the table and surrounding area according to guest wishes (light, atmosphere, decoration, temperature, special wishes, music, shadowing, etc. - inside and outside)s/he can handle special wishes during the service process in order to meet the needs of the guestss/he arranges the table according to the companies standards and na-tional requirements, such as the table cover with dishes, cutlery, glasses, table cloths, napkins, molleton fabrics, candles, salt and pep-per, supplement arrangements and/or special table covers tailored to the event, festivity or meetings/he knows the menu sequence, order of courses, the ingredients, the origin of goods or services (e.g. national and international wines, local specialties, etc.) in order to answer guests inquiries and cater to guests´ wishess/he acts in accordance with other departments (e.g. kitchen, sommelier, food & beverages, banqueting, etc.)

SpecificTourism

Cleaning operations Waiter/waitress

Cleaning up of saloon, kitchen and equipment of the restaurant

Cleaning and putting in order the working area and of equipment of the restaurant

Cleaning opera-tions and hy-giene measures restaurant

s/he knows the cleaning and disinfection plan for the restaurant depart-ment, knows their importance and strictly observes thems/he guarantees a smooth operation in the restaurant area by arranging the work place before and after an event according to company stan-dards and tidies up the work place for the cleaning staffs/he cleans the equipment and utensils used in the restaurant and kitchen area such as polishing of glasses, drying and polishing of cut-lery, silver care via the silver bath, preparation of special sets and spe-cial cutlery (e.g. for seafood and other dishes), cleaning of flambé trol-ley, fileting cutlery, serving trolley and other devicess/he knows in which order the cleaning and purification products have to be applied during the cleaning and purification processs/he is aware of the fact that disinfection products are only allowed to use in long intervals and is entering each use in the disinfection list

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Type ofCompetence




s/he is able to carry out the cleaning process and knows how to use the cleaning utensils and the cleaning products with regard to application, exposure time, concentration, etc.s/he knows the cleaning instructions and how to perform the tidy ap-pearances of the working places before and after the cleaning process so that the colleagues receive a clean working environments/he is in charge of the interior and exterior storage arrangement (stor-age areas, freezing areas, terrace areas, wine cellar, kitchen area, restaurant area, etc.) and knows where and how items and equipment have to be stored properly and monitors each item/equipment on the lists

SpecificTourism Communication Waiter/waitress

Management of the relation with the guests of the restaurant

Receiving and communicating clients in na-tional and Eng-lish language

Professional restaurant com-munication and manners

s/he knows how to avoid misunderstandings and can handle complaintss/he knows if s/he can handle a complaint directly with the guests or if s/he needs to engage superiors and/or management levels/he knows how to behave in front of guests (neat appearance, friendli-ness, distinct service attitude, a smile in the face, etc.) in order to meet the needs of the guestss/he is welcoming guests and leading them to the (reserved) table/ss/he can communicate in mother tongue and at least a second language and/or more languages in order to foster interaction with the guestss/he is informed about the do´s and don`ts of national and international etiquette, knows their rules and acts according to the type of event, fes-tivity or meeting (e.g. business etiquette, court etiquette for special guests, VIP treatment, religious etiquette, etc.)s/he pays attention to verbal and nonverbal communication, messages and signals in order to react in appropriate manner

SpecificTourism

Staff management Waiter/waitress

Management of the relation with the staff of the restaurant

Collaboration with and coor-dination the staff of the restaurant to ensure the cor-rect carrying out of the as-signed opera-tions, and the

Work force management restaurant

s/he carries out the tasks and assignments as stated on the personnel de-velopment planning in close accordance with other business depart-ments (e.g. kitchen, banquet, sales, food & beverages, human resources, accounting, etc.) s/he creates the personnel development planning for the restaurant de-partment taking into account individual skills, competences, motiva-tional factors, personality and overall potential to ensure a smooth ser-vice operations/he coordinates all staff members of the restaurant and the kitchen de-partment to be able to serve all dishes/drinks in the correct menu se-

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Type ofCompetence




quality of the service

quences/he has arranged available temporary staff that can be used, if neededs/he knows the detailed processing and working steps of the event or meeting, knows the people in charge of other functions and can comply special requests of the guestss/he has tried out test servings under controlled real conditions to iden-tify potential service failures and mistakes, hand solved problems and has closed service gaps

SpecificTourism

Material management Waiter/waitress

Monitoring of the provisions of materials utilised in the restaurant sa-loon

Monitor the stockpiles of

materials utilised in the restaurant sa-

loon, and define the requirement

of materials utilised in the restaurant sa-

loon

Stock management restaurant

s/he is in charge of daily inspections of the restaurant department ac-cording to hygiene standards, safety and security measures, inspection of the shelf-line of stock (foods & beverages) by using all checklists (in-ventory, stock, goods receipt and goods issue, temperature of the wine cellar/cooling cabinet, etc.)s/he is in charge of the regular monitoring of all checklists for statistics and systematic overview of stock s/he is responsible for the inspection of the restaurant area, kitchen area, entrance areas, processing rooms, terrace areas (inside and out-side), the refrigerator/freezer compartment, the storage rooms, the staff rooms, the wine cellar/cooling cabinet and other areas with regard to hygienes/he is implementing controls that include tables, chairs, shelves, cabi-nets and racks, trailers, refrigerators and freezers, machinery, equip-ment (cash registers, scales, dishes, cutlery, glasses, table cloths, nap-kins, etc.), waste containers, dispensing equipment, work tables, laundry (table cloths, napkins, etc.), temperature control, storage of wrapping and packaging materials, decoration material, storage of detergents and disinfectants. All these areas have to be checked for cleanliness and deficiencies in order to be prepared for unannounced inspections by the authorities (food authority, labour and work inspectorate, occupational health and safety administration, etc.)

Material management restaurant

s/he is in charge of selecting and ordering high quality material that meets national quality requirements and safety and security regulationss/he manages the choice of the materials according to the following cri-teria: durability, quality, moderate price, resistance, reusability, sus-tainability, hazardous substances, functionality, cost-benefit factor, us-ability, robustness, reparability or upgrading, safety and security mea-

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Type ofCompetence




sures, guarantee and warranty, etc. for the restaurant departments/he is responsible for ordering high quality equipment, furnishings, amenities and utensils with regard to national guidelines and principles in order to be prepared for unannounced inspections by the authorities (food authority, labour and work inspectorate, occupational health and safety administration, etc.)

SpecificTourism Labour law Waiter/waitress


Definition of the contractual as-pects and man-agement of compulsory procedures and fulfilments for practice of a work activity

Contract of em-ployment food service industry

s/he knows the job description and job characteristics with a detailed listing of tasks and responsibilities and the person in charge of as well as supervisors and middle and upper managements/he is informed about which tasks and responsibilities have to be car-ried out independently and which tasks and responsibilities need further supervision as well as control, such as complaint management, difficult guests, special wishes or when the person in charge has not completed the training period yet (e.g. apprentices, trainees)s/he knows the different tasks and responsibilities of permanent staff and of temporary staff which is used in case of larger events, caterings and business meetingss/he is aware of the working hours and flexible timetables (work shifts), statutory rest times, weekend work, rules and regulations of the Youth Protection Legislation and other important aspectss/he is aware of the contractual aspects of seasonal workers especially in the tourism and hospitality industry (e.g. fixed-term contracts, short-term contracts)s/he is informed about safety and security regulations at the work place, food safety, national hygiene standards, the correct compliance of HACCP standards and rules

SpecificTourism

Banquet operations Waiter/waitress

Definition and management of the specific pro-fessional activ-ity in banquet operations

Management of specific profes-sional activity in banquet op-erations, taking

into account characteristics and peculiari-

ties of the cater-ing / restaurant

Banquet operations planning restaurant

s/he is able to create the dishes and drinks, menu sequences, courses of the menu, supplements and special wishes in accordance with other de-partments such as the kitchen, food & beverages, sales & catering, meetings & events, etc.s/he designs and develops the menu sequence, special parts of the menu and/or buffet or meeting arrangements in accordance with other depart-ments such as the kitchen, food & beverages, sales & catering, meetings & events, etc.s/he is aware of the dangers of allergic shocks caused by food incom-patibilities and prepares the menu/buffet/meeting arrangement accord-

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Type ofCompetence




industry and the relations with the other seg-

ments of tourism sector,

and the different possible work-

ing contexts

ing to the guidelines of the Allergen Regulation of the European Unions/he creates the dining assortment and choice of drinks on the basis of seasonal availability, target group, religious festivity (Christmas, Easter, etc.), kind of event, kind of service (service at the guest or buffet, show cooking, etc.), quality, short transport distances (local products, organic products, ecological footprint) and other aspects s/he knows the content of the menus (menu card, wine card, bar menu, drinks menu, ice chart, etc.) and can inform the guests about its bene-fits and explain the pricess/he knows the Allergen Regulation of the European Union which is part of the menu and has to be hung out in the banqueting area to in-form the guests about potential allergy risks or intolerancess/he is capable of explaining the risks of the prepared, refined, pro-cessed meals that might contain all 14 allergens after having completed a 3-days´ statutory course to the guests

Banquet operations calculations

s/he is able to calculate the dishes and drinks, menu sequences, courses of the menu, supplements and special wishes according to national stan-dards and specifications for larger events, festivities and business meet-ings (VAT rate of food and beverages)s/he can calculate the menu in detail to know the exact distribution mar-gin of each product for future menu planss/he knows the cost of sales and the net sales prices of each items/he is able to calculate the menu sequences, supplements needed ac-cording to cost-benefit parameters, quality standards, performance in-dicators and profit


Fitting of the menus to be of-fered in the ban-quet

Processing of menus ensuring that the gastro-nomic offer of the banquet will be attractive, balanced and appropriate to the type of cus-tomers and plan resources

Planning banquet operations

s/he is in charge of the menu composition considering the circumstances and standards of the event, festivity or meeting as well as guests special wishes or company standards and rules (e.g. logos, supporters, spon-soring, media, corporate design, special guests, etc.)s/he has to arrange the seating plan, menu plan, decoration, special equipment for the banquet area (e.g. microphone, podium, flag, projec-tors, screens, etc.) and many other aspects in order to guarantee a smooth service operation and/or meeting atmospheres/he has to set up a press area for national and/or international media representatives if needed s/he has to select high quality food, drinks and (special) ingredients for

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Type ofCompetence




needed

the composition of the menu and order all itemss/he composites the menu (courses, supplements, specials) and the wine tasting according to individual or company guideliness/he has to plan the timing of the event, festivity or meeting in order to serve all guests properlys/he calculates the menu taking into account special wishes, supple-ments, dietary restrictions, disabled dinners, children and allergies and composes the menu strictly to the ordered criteria (e.g. dietary restric-tions, disabled dinners, children, allergy sufferers, religious and cul-tural features such as halal food, kosher food and other parameter) in cooperation with the kitchen departments/he prepares the table cover and mise en place according to company guidelines (e.g. business logo, flag, screens, flowers, corporate colour, etc.) or individual wishes with relation to the event (e.g. birthday, wed-ding, etc.)s/he develops the mise en place (MEP) information for the service ac-cording to event, festivity or meeting (e.g. coffee breaks, tea break, etc.)

SpecificTourism

Preparation and organisation Waiter/waitress

Setting-up of the premises of the banquet ser-vice (mise en place of the banquet service)

Definition of the mise en place following the rules of eti-quette and ac-cordingly to the quality stan-dard’s charac-terising the ban-quet business

Mise en place banqueting ser-vice

s/he acts according to the rules and guidelines of the mise en place (MEP) information taking into account the type of event, festivity or meetings/he sets up the table sets for the foyer and the dining room/ss/he polishes glassware for the reception and dining services/he arranges the silverware neededs/he folds the bread napkins needed (e.g. special decoupages)s/he prepares the butter platess/he arranges the mise en place for the coffee break, tea time, show cooking´s, flambéing at the guests´ tables and other special arrange-ments ordered by the guestss/he is in charge of the decoration of the event, festivity or meeting tak-ing into account special wishes of individuals (e.g. music, birthday cake, wedding ceremony, etc.) or companies and associations (e.g. logo, flag, corporate colour, music, company decoration, etc.)s/he arranges the reception table for welcoming the guests of the ban-quet and decorates the foyer as well as the entrance area of the banquets/he checks the guest list and updates changes in the seating arrange-ments

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Type ofCompetence




s/he arranges the banquet area for the event, festivity or meeting with a special table size, seating arrangement, chairs, the number of supplies (e.g. diagram, name tags, pens, cash box, credit card processing, etc.), prepares cards that are given to the guests to designate the seating ar-rangementss/he decides if guests are scheduled for the table (e.g. cashier, host, etc.) s/he prepares the guest list showing the event size, names, organiza-tions and whether they have paid for the service or need to pay at the door/entrance area to get admissions/he arranges the reception area with a skirted serpentine tables for the beverage service (e.g. wine, beer, soda, iced tea, water, etc.), prepares the ice, napkins, wine openers, trash retractable, side stand for "emp-ties" etc. s/he arranges the appetizer table (e.g. self-service appetizer table or staff serving appetizers at guests´ tables) s/he arranges the bar table and checks the lists if all beverages are available that are on the bar card as well as checks the assortment of cigarettes and cigarss/he is informed about the staff schedule, knows the person in charge of the tables and stations, the supervisors and/or middle and upper man-agement in case of complaints

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Type ofCompetence




SpecificTourism

Banquet operations

Waiter/waitress Serving the guests of the banquet

Definition and carrying out of operations for serving guests at the banquet, taking into ac-count the char-acteristics of the food, beverage and wine in-cluded in the menu, the num-ber of the guest, and the articu-lation of the serving

Operations banquet area

s/he is in charge of the smooth operation of serving the guests at the ta-ble as well as in the banquet area, the kitchen, the buffet (inside or out-side) by preparing the ordered meals, drinks and special orders due to clients wishes and cleans the workplace right after serving the guestss/he guarantees the right temperature of the wine, is filleting the fish at the guests´ tables, flambé deserts and dishes directly at the guests´ ta-bles and is tidying up the workplace right after finishing the wine tast-ing, the flambéing of deserts and other dishes, the fileting of the fish or other special service wishess/he knows the people in charge of special tasks and arrangements, the runners and servers, people in charge of the reception table, the bar ta-ble and the appetizer tables, the registration table, knows at what time each person needs to be at their designated stations when they open, has got a list of duties and a time that it will take to complete each task (e.g. special assignment for each server, host, bartender and cashier), knows the selection and order of the wines served and where to find thems/he knows that s/he has to place the white wines in the dessert walk-in one day prior to the event, festivity or meetings/he is informed about the number of bottles of wine that need to be opened for service (e.g. white wines, red wines and other wine varieties)s/he has to check if all tables have table numbers visible when it comes time to seat the guestss/he has to check all set-ups, mise en places, breezeway, ashtrays, re-strooms, decoration elements, corporate materials, etc. one hour prior to event in order to change broken items, wrong items, etc. s/he knows how to prepare the work place for a special dining experi-ence and/or professional wine tasting (arrangement of glasses/dishes, cutlery, supplements, pouring devices for the red wines, table decora-tion, arranges the bread to the wine, controls the wine temperature be-fore serving, etc.)s/he is in charge of the wine ceremony, fileting ceremony, flambéing ceremony, show cooking´s and acts according to precise rules for serv-ing wine/dishes and the serving sequence, knows the order of the meals/wines presented and can give professional advice to the guests if necessary

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Type ofCompetence




s/he acts in accordance with the sommelier, the food & beverages de-partment and leaves the workplace tidied up for the cleaning staffs/he knows that the dishes/wines have to be served from the rights/he acts according to the sequence of service: • s/he seats the guest / • s/he pours the first course wine (servers and runners) / • s/he goes to kitchen after first course wine is poured (only runners) / • s/he serves appetizers and starts brewing coffee / • After appetizers are served, s/he checks on water, wine, and bread refills / • s/he brings oval trays out so that the servers can start to clear and takes full trays back to the kitchen and gives them to the dishwasher and continues until all of the dining room is clear / • s/he serves salads the same way the appetizer course was delivered / • s/he checks on water, wine, and bread refills / • Salads are cleared the same way that appetizers were cleared / • s/he pours red wine / • Entrees are served using the same method of service as before / • s/he checks on water, bread, wine refills / • s/he clears entrees / • s/he serves dessert / • s/he pours coffee/tea or other beverages and fulfils special wishes / • s/he clears the dessert

s/he has to control the warehouse, the goods received and goods issue in order to be able to fulfil the guests wishes (e.g. by knowing if a spe-cialty wine is in stock, etc.) and to know how many orders need to be taken to manage the preparatory work for upcoming events and meet-ingss/he knows how to handle the storage plan, the pick lists for goods is-sues and goods receipt, the inventory list and the loss list and does reg-ular updating by checking all lists before and after events, meetings and festivitiess/he is able to clean the salon, kitchen and equipment of the restaurant according to the given checklistss/he is aware of the national cleanliness directives and hygiene regula-tions, knows their importance and strictly observes thems/he acts according to the companies safety and hygiene program (use of hazardous substances, protective clothing, safety devices at the work-place, etc.) s/he is aware of the national orderliness regulations, knows their impor-tance and strictly observes them

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Type ofCompetence




SpecificTourism

Offer management Waiter/waitress

Preparation and presentation of the gastronomic offer of the ban-quet

Preparation and presenta-tion of courses and side dishes

Management of restaurant offer and service pro-cedures

s/he is capable of explaining the benefits and qualities of the offered food on the menu, at the buffet, of the show cooking, etc.s/he knows the country of origin and region of origin of the ingredients and/or used products, such as the selection of wines, etc.s/he is able to prepare and present the courses and side dishes with pay-ing special attention to allergy regulations (e.g. strict references on the menu and explanations for the guests) in order to avoid allergy symp-toms and complaintss/he is preparing and presenting the courses and side dishes with re-gard to national food and hygiene standards s/he prepares and processes the mise en place tailored to the type of event and guest´s wishes (e.g. decoration, special wishes, birthday, etc.)s/he can give expert advice on the food or drink specialities on the menu, such as the proper wine recommendation for the courses/he decorates and sets the tables according to the type of event and/or guest´s wishes and/or company standardss/he prepares and presents the courses and side dishes according to strict quality and hygiene standards (e.g. filled - saucepan, bottled - wine, canned - red bull, observe the temperature of the rechaud in order to keep plates and dishes warm, fileting at the guest´s tables, flambé at the guest´s tables in correct safety distance, use of service trolley for side dishes, etc.)s/he asks for supplements, aperitif and digestive at guest´s tables or in the meeting room

SpecificTourism

Cleaning operations Waiter/waitress

Tidying up of saloon/s, kitchen, and equipment utilised for the banquet service

Cleaning and putting in order the working ar-eas and equip-ment utilised for the banquet ser-vice

Cleaning opera-tions and hy-giene measures banquet

s/he knows the cleaning and disinfection plan for the concerned depart-ments, knows their importance and strictly observes thems/he guarantees a smooth operation in the banquet area by arranging the work place before and after an event according to company stan-dards and tidies up the work place for the cleaning staffs/he cleans the equipment and utensils used in the banquet and kitchen area such as polishing of glasses, drying and polishing of cutlery, silver care via the silver bath, preparation of special sets and special cutlery (e.g. for seafood and other dishes), cleaning of flambé trolley, fileting cutlery, serving trolley and other devicess/he knows in which order the cleaning and purification products have to be applied during the cleaning and purification process

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Type ofCompetence




s/he is aware of the fact that disinfection products are only allowed to use in long intervals and is entering each use in the disinfection lists/he is able to carry out the cleaning process and knows how to use the cleaning utensils and the cleaning products with regard to application, exposure time, concentration, etc.s/he knows the cleaning instructions and how to perform the tidy ap-pearances of the working places before and after the cleaning process so that the colleagues receive a clean working environments/he is in charge of the interior and exterior storage arrangement (stor-age areas, freezing areas, terrace areas, wine cellar, kitchen area, restaurant area, etc.) and knows where and how items and equipment have to be stored properly and monitors each item/equipment on the lists

SpecificTourism

Staff management Waiter/waitress

Management of the relation with the guests of the banquet

Collaboration with and coor-dination of staff to ensure the quality of the service

Staff management banquet

s/he acts according to the tasks and responsibilities listed on the staffing schedules/he is responsible for the coordination, motivation and management of the employees (in charge if any) in the areas of restaurants, cafeteria, bar and catering at the locations/he stays in close contact with suppliers, technicians and personnel service providers (ordering of temporary workers as well as cost con-trol)s/he is in charge of the workflow and smooth work processes to guaran-tee service qualitys/he coordinates the workflows, the preparation and follow-up of events and meetings, implementation of all in-house events, etc.s/he executes regular inspections of food and hygiene standards, the goods entry and exit of all departments, the employee training, the com-plaint management as well as runs assortment analyses

SpecificTourism

Stock management Waiter/waitress

Management of the relation with the staff of the banquet service

Monitor stock-piles of materi-als utilised in the banquet ser-vice

Stock management banquet

s/he is in charge of daily inspections of the company departments ac-cording to hygiene standards, safety and security measures, inspection of the shelf-line of stock (foods & beverages) by using all checklists (in-ventory, stock, goods receipt and goods issue, temperature of the wine cellar, etc.)s/he is in charge of the regular monitoring of all checklists for statistics and systematic overview of stocks/he is responsible for the inspection of the restaurant area, kitchen

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Type ofCompetence




area, entrance areas, processing rooms, terrace areas (inside and out-side), the refrigerator/freezer compartment, the storage rooms, the staff rooms, the wine cellar and other areas with regard to hygienes/he is implementing controls that include tables, chairs, shelves, cabi-nets and racks, trailers, refrigerators and freezers, machinery, equip-ment (cash registers, scales, dishes, cutlery, glasses, table cloths, nap-kins, etc.), waste containers, dispensing equipment, work tables, tools, vehicles, washbasin, laundry (tablecloths, napkins, etc.), dishwasher, temperature control, storage of wrapping and packaging materials, toi-lets, hand wash basin, storage work clothes, storage of detergents and disinfectants. All these areas have to be checked for cleanliness and de-ficiencies in order to be prepared for unannounced inspections by the authorities (food authority, labour and work inspectorate, occupational health and safety administration, etc.)

SpecificTourism

Material management Waiter/waitress

Monitoring of the provisions of materials utilised in the banquet service

Define require-ment of materi-als utilised in the banquet ser-vice

Material management banquet

s/he is in charge of selecting and ordering high quality material that meets national quality requirements and safety and security regulationss/he manages the choice of the materials according to the following cri-teria: durability, quality, moderate price, resistance, reusability, sus-tainability, hazardous substances, functionality, cost-benefit factor, us-ability, robustness, reparability or upgrading, safety and security mea-sures, guarantee and warranty, etc.s/he is responsible for ordering high quality equipment, furnishings, amenities and utensils with regard to national guidelines and principles in order to be prepared for unannounced inspections by the authorities (food authority, labour and work inspectorate, occupational health and safety administration, etc.)

SpecificTourism

Employment legislation Tour guide


Contractual as-pects of a work activity

Contract of employment

s/he is aware of the facts that are listed in the employment contract (permanent staff only) and/or acts according to the professional norm for tour guides of the European Committee for Standardization DIN EN 15565 (permanent staff, temporary staff, professional freelancer and self-employed tour guides): civil law, commercial law, labour law and tax laws/he is informed about the legal regulations in terms of protection of cultural sites and religious sites as well as natural protection and pro-tection of the landscape, national restricted opening hours of sights, museums and other places of interest to visit for tourists, flexible work-

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Type ofCompetence




ing hours (day and night), weekend work and special aspects concern-ing safety and security measures, health measures, first aid, etc.s/he can handle the first aid checklists when an emergency occurs and starts the rescue chain, such as in case of accidents, injuries, diseases (virus, etc.) health issues, heart attacks, stroke, diabetics, epileptics, children at risk, handicapped and/or disabled people, etc.s/he knows how to react in a professional manner when unpredicted dangerous incidents happen and acts according to the checklists in case of terror attacks, violence, robbery, theft, natural disasters (avalanches, flood, lightning strikes, fire, explosions, storms, etc.) to protect the tourists

SpecificTourism

Schedule management Tour guide

Definition and management of the specific pro-fessional activ-ity in tour guid-ing

Management of compulsory procedures and fulfilments for a work activity

Tour itinerary planning

s/he researches other tours on the market to develop own ideas for a specific tour and to be informed in detail about terms and conditionss/he creates the brochure design and the content himself/herself or works together with a professional agency (name of the tour, design, highlights, etc.) - STEP 1s/he maps out the duration, frequency and departure details of the means of transport, sights, breaks in terms of departure, return, tour op-eration, central departure points, accommodation pick-ups, etc. - STEP 2s/he lists the major locations and tour highlights of the city, country, re-gion and offers additional packages to neighbouring cities, areas, re-gions for tourists to cater both day trips, excursions as well as multi-day tours - STEP 3 s/he researches the tour content and draft commentaries in terms of main tour aspects, highlights, flora, fauna, history, culture, cuisine as well as the main points to consider with each of these topics and the re-sources needed - STEP 4s/he lists any 3rd party activities, attractions, entrance fees and inclu-sions that are relevant for the tour itinerary and determines if they will be included in the tour price or offered as extras, packages, combined packages for excursions, round trips, multi-day tours, day trips, special interests tours, etc. - STEP 5s/he organises the suppliers for meals in terms of breakfast, brunch, breaks, afternoon tea, lunch and dinner and either provides the meals himself/herself (seldom) or makes arrangements with restaurants, road-

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Type ofCompetence




houses, hotels, farm houses, fine dining restaurants, wine taverns and other suppliers to provide meals for the tourists - if s/he chooses to pre-pare own meals, s/he needs to ensure to have adequate food handling knowledge, food supplies and cooking facilities and, depending on the country, s/he may also need food handling approval from the local council and s/he has to meet the regulations of the health department in terms of food safety, HACCP, etc. - STEP 6s/he organises the (accommodation) approvals (if required): whether the group is only passing through, stopping for meals or visiting attrac-tions, it is imperative that s/he obtains permission in writing form from the property owner prior to assessing any private property and in case of public property s/he has to follow the guidelines and inform the tourists about special rules and regulations (especially at religious and historical sites with entry permits) - STEP 7 s/he perfects the timing for the tour itinerary on a table that shows the starts, the stops and the duration times for each location, attraction or activity: It is crucially important to map out the tour itinerary accu-rately to ensure that the group arrives on time for activities and meal stops and that the return to the original destination has to be at a rea-sonable time - STEP 8s/he test drives the tour itinerary via several `dry runs´ to ensure to get the timing right - STEP 9s/he offers the tour itinerary to potential customers via internet, own of-fice, co-operation partners, agencies and partner offices (day trips, round trips, special interest tours, multi-day tours, excursions, etc.) - STEP 10

SpecificTourism

Tour guiding Tour guide Fitting and de-sign of the tour to be offered to tourists

Management of specific profes-sional activity during tour guiding, taking into account the characteristics and peculiari-ties of the tour guiding industry

Tour guiding operations

s/he is able to prepare the booked tour for the group and checks if prob-lems may occur in order to manage the time table and the programme (such as cancellations, temporary closures, entry barriers for handi-capped/disabled people, entrance permits, special rules and regulations at certain times of the year according to religious festivities, summits, fairs, events, etc.) s/he gathers the tourists at the meeting point (airport, hotel, sight, spe-cial meeting area, etc.) and welcomes the tourists, reiterates the itiner-ary, distributes the guidelines to each participant, distributes city maps (if needed) and information cards listing all contact numbers of hotels,

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Type ofCompetence




and the rela-tions with the other segments of the tourism sector, and the different possi-ble working contexts

tour leaders and other reference numberss/he advises basic information about the time schedule, instructions for free time and informs the tourists about special rules of behaviour and safetys/he announces the details for today´s and the following day´s activities, gives meal details and supplies information about free time and loca-tions (if needed)s/he is able to assist and support the group with any touring needs as well as daily requirements, such as requests wake-up calls at the hotels, reconfirms meal times, reconfirms private bus transportation and meet-ing points, purchases tickets for means of transportation, sights, etc., obtains (museum) entrance tickets whenever advance purchase is not optional, gives instructions for free time and indications for how the tour guide can be located, gives suggestions for meals (local cuisine, specialities, allergy information) and for food alternatives (vegetarians, vegans, people with diseases and allergies, halal-food, etc.), advices general information (banking, credit cards, pharmacy, purchase of phone cards, etc.), reconfirms restaurant times, menus and handles spe-cial meal requests, reminds the group of rules and guidelines, etc. s/he is prepared to change the route and/or is able to provide alterna-tive routes in case of emergencies and other incidents in a professional manners/he is able to lead the group and takes care of people with special needs (handicapped/disabled people, children, etc.) s/he is able to present details about the city (history, arts, culture, ar-chitecture, cuisine, people, etc.) and the sights and highlights the most important facts and figures for the touristss/he can present the city, the country, the region in at least two different languages, listens to the needs of the tourists, answers their questions in a professional manner and is able to give insider tips to the tourists for evening activities, etc. s/he has a profound knowledge of history, archaeology, arts and cul-ture, architecture, nature, geography, geology, ecology, literature, habits and customs, famous people, economy, law, political system, so-cial system, current affairs, sports, entertainment, leisure time and recreation and many other aspects tourists are interested in and can

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Type ofCompetence




give explanations and answers to tourist´s questionss/he is capable of presenting the site or experience in a professional manner to meet the needs of the groups/he is able to stress the social history and allows and handle questions of the groups/he is aware of the fact that tourists have different interests, uses the visitor knowledge and finds out if there are any specific interests in or-der to meet the needs of the groups/he is able to handle the group and meets the time table to be in time at all sights and highlightss/he has effective time management skills and is able to give explana-tions briefly and concisely in the available times/he is capable of explaining and describing particularly eye-catching sites, objects, etc. in a precise manners/he is able to handle the group, can solve conflicts and problems if nec-essary and can influence group dynamics in a positive ways/he can handle complains and problems that occur during the tour/ex-cursion and find an appropriate solution for the person/group involveds/he highlights the most important sights of a city/region for the tourists and is willing to change the tour itinerary and being flexible if the group insists on visiting a different site instead of the planned one and can organise and handle the group´s wishes in a professional manner s/he is always available for the group via mobile and assists in case of emergencies, etc. to support the individual/group s/he is able to answer current affairs and to limit details to the most im-portant

SpecificTourism

Standards and their

managementTour guide

Management of the relation with the guests, the country, city or region and envi-ronmental as-pects

Preparation and implemen-tation of service standards, safety and secu-rity measures, national and European guid-lines

Standards tour guiding

s/he is able to obey and implement the standard quality assurance sys-tems of the country in order to guarantee high quality standards and safety and security for the touristss/he is in charge of technical standards for specific activities, knows how to apply them and how to react in dangerous situations, such as ac-cidents, failures, etc. (technical competency, certifications, protocols, etc.) she is capable of implementing hospitality and guest service standards of the Member State according to national, European and international requirements

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Type ofCompetence




s/he is used to and implements quality systems to regulate attractions and venues of the tour itinerary to guarantee smooth operations s/he is aware of and implements the quality guidelines for interpretation provided by guidess/he is able to implement state and national training requirements for guidess/he is capable of implementing the ISO Safety Standards for Tourism

SpecificTourism

Offer management

Tour guide Preparation and presentation of the offer of the tour itinerary

Preparation and presenta-tion of tour highlights, tra-ditional and re-ligious sights, culture and cus-toms, accommo-dation, attrac-tions and inside tips

Offer management system

s/he is able to research and find the best suppliers that are reputable, certified and reliable (f.ex. means of transport, accommodation, restau-rants, sights, etc.)s/he is in charge of price negotiations with suppliers and other 3rd par-ties in order to guarantee an excellent price performance ratios/he is capable of drawing up detailed calculations of each part of the tour itinerary in order to know its cost structures/he is informed about latest trends, current affairs and permanently analyses the competitors in order to offer a competitive product on the markets/he ensures, among other things, that the program of the tour/trip is carried out as displayed in the tour itinerary for the touristss/he can handle changes and/or problems concerning special parts of the itinerary and is able to organize similar alternatives at highest flexi-bilitys/he plans the tour itinerary in detail and focuses on the most important sights and highlights of the city/region, traditional and religious sights/festivities, events, cultural heritage sights, attractions and inside tips to meet the needs of the touristss/he is able to schedule the different parts of the tour itinerary coordi-nated in terms of time to ensure a smooth travel experiences/he is able to explain the benefits and qualities of the different parts of the tour itinerary and market the product successfullys/he is in charge of finding co-operation partners to make arrange-ments, such as cultural associations, etc. to promote the offer and reach a bigger audiences/he examines whether s/he can involve local inhabitants in planned ac-tivitiess/he compiles the tour itinerary taking into account national statutory

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Type ofCompetence




guidelines, rules and principles, such as safety and security measures, quality, etc. and informs the clients about that (f.ex. quality labels, etc.)s/he offers the participants a unique experience by immersing them in the local culture, making contact with the local population, trying the local delicacies and, if possible, visiting local festivals and marketss/he tries to provide an interactive experience to the tourists so that the participants share in the local life (f.ex. by trying a local craft)s/he is capable of asking for permission in advance when organizing trips to special locations, historical or religious sites, attractions, etc.

SpecificTourism Labour law Tour guide


Definition of the-contractual as-pects and man-agement of compulsory procedures and fulfilments for practice of a work activity

Employment as-pects and Euro-pean guidelines

s/he is aware of the facts that are listed in the employment contract (permanent staff only) and/or acts according to the professional norm for tour guides of the European Committee for Standardization DIN EN 15565 (permanent staff, temporary staff, professional freelancer and self-employed tour guides): civil law, commercial law, labour law and tax laws/he is informed about the legal regulations in terms of protection of cultural sites and religious sites as well as natural protection and pro-tection of the landscape, national restricted opening hours of sights, museums and other places of interest to visit for tourists, flexible work-ing hours (day and night), weekend work and special aspects concern-ing safety and security measures, health measures, first aid, etc. s/he needs an official certification and being a member of the Chamber of Commerce Organisation (also possible: Tour Guide Associations and European Tour Guide Association) and must pass a strict and officially approved examination which verifies the proof of abilitys/he knows the job characteristics with a detailed listing of tasks and re-sponsibilities, such as leading groups of people, showing them a wide assortment of important historical and natural riches (f.ex. the high-lights of a city/country - public squares, buildings, monuments, collec-tions, commemorative towns, museums, churches, monasteries, theaters, recreational parks, exhibits, landscape features, flora and fauna, indus-trial and economic centers; explains the social and political situation on a national and international cohesion, explains culture, sports and so-cial events, and s/he has the responsibilities of a tour leader including transfers or accompanying travel groups abroad (if necessary)

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Type ofCompetence




SpecificTourism

Communication Tour guide Patterns of per-ception, behav-iour and com-munication to express per-sonal values and needs

Receiving and communicating with tourists in national and English lan-guage

Professional communication and manners

s/he is able to use the latest communication and presentation techniques for explaining details, sights, facts and figures, etc.s/he is capable of using breathing techniques in order to professionalize the pronunciation, emphasis, spelling, etc. s/he can use the microphone and other ICT methods to meet the needs of the touristss/he is able to use his/her voice in appropriate manner and uses rhetoric, body language and voice control for confident and comfort-able communications/he is aware of national and international habits and customs with re-lation to do´s and dont´s in communication with others and acts accord-ing to the country of origin of the tourist when answering questions or giving insider tips (f.ex. ethnic minorities, etc.) s/he can handle different nationalities and is able to address problems and solve conflicts in a positive ways/he is able to advocate for the rights of his/her group when facing problems, such as delays, bad food, bad service, false information by 3rd parties, etc.s/he can handle complaints in a professional manner and can find an appropriate solution for the group (f.ex. site closed, bad food, unsafe environment, overpricing, unfavourable price-performance ratio, etc.) s/he shows that she is the leader of the group, maintains eye-contact and pays attention to adequate body languages/he can manage and handle questions, is able to select and determine the right information depending on the needs of the tourists, gives struc-tured and linking informations/he is able to explain details about history, arts, culture, architecture, cuisine, people, etc. of the city/region and the sights and highlights the most important facts and figures for the tourists and answer their ques-tionss/he is able to communicate with 3rd parties involved concerning de-lays, bookings, problems, overpricing and other issuess/he is capable of guaranteeing professional ethics and standards s/he has effective time management skills and is able to give explana-tions briefly and concisely in the available times/he is capable of explaining and describing particularly eye-catching

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Type ofCompetence




sights, objects, etc. in a precise manners/he is able to handle the group, can solve conflicts and problems if nec-essary and can influence group dynamics in a positive ways/he can handle complains and problems that occur during the tour/ex-cursion and find an appropriate solution for the person/group involved

SpecificTourism

Operations Tour guide Preparation work to cater to tourist needs and wishes

Definition and carrying out of the operations to be carried out for satisfy-ing the tourist´s needs and wishes, taking into account the characteristics of the booked tour/itinerary/special trip

Operations and services tour guiding

s/he is able to determine the specific parts of the tour itinerary and cal-culates the costs per sight/attraction/place of interest/persons/he works in tight accordance with qualified professional bodies and private associations of the Member States/he complies with the legislation of the Member State concerning tourism and cultural heritages/he is preparing final guest information in order to meet the needs of the tourists (f.ex. final guest information report, etc.)s/he is capable of reviewing any custom requests/guest qualification which have been booked and are part of the tour itinerary and is able to provide alternatives in case of occurring problemss/he can handle the booked elements of the tour itinerary and manages the confirmation of means of transport, accommodation and restaurants by phone/text/e-mail/others/he checks the dietary requirements (diabetics, vegetarians, ethnic mi-norities, etc.) and allergies and communicates any further changes to the restaurantss/he is able to communicate with any other subcontractors and/or 3rd parties involved in order to inform them about changes or special wishes of the tourists s/he checks the weather and if necessary comes up with a contingency plans/he checks the traffic forecast, street closings, special holidays or weekend hours and prepares an alternative route/plan if necessary and informs the tourists about possible changes of the tour itinerary s/he is preparing checklists for effective time management (f.ex. guest rooming list, guest emergency list, passport list, etc.) s/he is printing out waivers/release forms as required, prepares copies of accident report forms, copies of guest travel planner / guests facing trip itinerary, is making photocopies of any guest handouts, collects ex-tra maps and guest gifts

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Type ofCompetence




s/he is in charge of the preparation of photos, visual aids or props that will be needed for the tours/he is in charge of safety inspections of the equipment used and is in-forming himself/herself about safety concerns that might occur (f.ex. check first aid kits and restock if needed, ensure that all emergency and contractor information is close at hand in the mobile, etc.) s/he is reviewing emergency policies and protocols to be prepared for accidents, etc. s/he practices any speeches, welcome talks, reviews the tour itinerary in order to be prepared for tourists´ questions, wishes and problemss/he is packing his/her tour guide day bag including all checklists, handouts, additional information and alternatives to be prepared for all contingenciess/he obtains the necessary permits, f.ex. s/he needs to get all the licenses in place to be able to deliver it in the places s/he has listed in the tour itinerary

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4. References

Care, Esther; Luo, Rebekah: Assessment of Transversal Competencies. Policy and Practice in the Asia-Pacific Region. UNESCO 2016. http://unesdoc.unesco.org/images/0024/002465/246590E.pdf (last visited: 17.05.2018)

Statista GmbH (2017b) : https://de.statista.com/themen/702/tourismus-weltweit/

Statista GmbH (2017a) : https://de.statista.com/statistik/daten/studie/193669/umfrage/anzahl-interna-tionaler-touristen-in-europa-seit-1990/

AEFA Guide -Agenda Européen pour l’education et la Formation des Adultes

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