Pre-employment Training

Programmes.Off ering Sector specifi c training

This stage is all about you being ‘‘job-ready”Tel: 0121 707 0550

Email: www.pathwaygroup.co.uk

Introduction

• What is Business Administration? • To be able to identify diff erent functions within business administration roles and

company structures

Travel and Accommodation

• To be able to identify types of travel and accommodation arrangements • Research skills

Dealing with Visitors

• Understand the role of meeting and greeting in business administration• Identifying types of visitors and their requirements

Customer Relations

• Understand what is meant by customer relations• The importance of eff ectively liaising with customer

Managing a Diary System

• Importance of diary systems • Changing and completing diary systems

Employment Rights and Responsibilities

• To establish the rights and responsibilities of the employer and the employee• To identify basic employment law• To establish the diff erences between law and expectations

Health and Safety

• Identify employer and employee responsibilities for health, safety and security in a business environment,

• Explain the purpose of following health, safety and security procedures in a business environment

• Identify ways of maintaining a safe and secure business environment in the work place

Communication Skills

• Describe diff erent methods of communication, • Explain how to choose the most appropriate method of communicating with others• Describe ways of actively listening

Equality and Diversity

• Identify employer and employee responsibilities for equality and diversity in a business environment

• The benefi ts of making sure equality and diversity procedures are followed on a daily basis

Business Administration Pathway

Checking Codes • To read and compare large numbers• To understand and use the organisational features of a delivery note in order to locate

information • To recognise words written as abbreviations

Recording Time• To read and record time in 12 and 24 hour clock

Putting Goods into storage• To read and extract appropriate storage information from box end labels and warehouse

charts• To read temperatures and understand the storage requirements of chilled produce from

box end labels

What is Customer Service?• To understand the principles of good customer service through discussion

Recognising Customers needs • To understand and use non verbal signals to interpret customer behaviour • To use diff erent strategies to clarify and confi rm understanding• To ask questions to obtain information or to establish customer needs

Responding to Customers • To understand the need to adapt responses to diff erent people and situations

Dealing with Complaints from Customers

• To identify and understand eff ective ways to deal with customer complaints

Retail Pathway

• Care Planning

Understanding Care Plan formats• To use headings and subheadings to locate information • To use reference material to fi nd meanings of unfamiliar words

Accessing and retrieving records• To understand how to fi nd and return records in an alphabetical fi ling system • To understand how to fi nd and return records in a numerical fi ling system Understanding information on care plans • To be able to identify unfamiliar words on care plans• To select relevant information • To write information appropriately

Entering straightforward information into a form• To read and understand simple instructions on forms• To write dates accurately

Gathering information for everyday records • To decide what questions to ask to gather relevant information • To phrase questions appropriately, with an awareness of open and closed questions

and confi rmation

Recording information in everyday records• To select relevant information for inclusion in documentation • To formulate this information for a specifi c purpose• To write information accurately and clearly

Care Pathway

• Communicating In Care

Communicating at Work • To recognise the range of people with whom you may communicate on a day-to-day

basis in the care sector• To be able to adapt to the audience• To identify the things that can aff ect interaction, for example, relationships, attitudes,

purpose and understanding • To identify diff erent types of communication

Communicating with Visitors • To recognise the importance of following procedures • To give or ask for information in a sensible order

Talking to People • To understand that how you speak and the choice of words that you use will vary

based on with purpose and the person being addressed • To recognise that body language and tone of voice can support or confuse the

message • To understand what contributes to eff ective communication face-to-face and over

the phone

Listening to People • To understand that listening can be an active process• To provide confi rmation and feedback, including body language when listening

to others• To listen for details in messages• To use strategies to clarify and confi rm understanding• To make contributions relevant to the situation and subject

Conducting a Handover • To listen for sequence markers• To listen for personal instructions• To recognise the ways instructions might be worded

Dealing with diffi cult situations

• To think about how to resolve diffi cult situations that may arise in a residential care home

• To consider how listening and speaking techniques might be applied in diffi cult situations

Care Pathway

Signs and Symbols• To recognise that health and safety signs use colour and symbols to aid understanding• To know that the format used in safety signs aids understanding • To recognise that key instructions are written in bold or capital letters• To understand the importance of reading technical words carefully to ensure the meaning is understrood

Reporting written information • To know where to put information on an Accident Form • Write concisely, including only relevant facts to write events in a formal, factual way• In a logical order and proof read for accuracy

Following written instructions• To understand that pictures can enhance written instructions or replace them by

illustrating a point or process visually,• To understand that pictures can help to explain diffi cult words in instructions, • To recognise that key features of instructions help the reader to follow instructions quickly

Following work procedures• To recognise the formal language of procedures • To recognise that some words are an instructional “must do”• To recognise conditionals “if, in the case of” only to be carried out if the condition exists• To recognise how to use fl ow charts

Finding the Information you need • To research a topic and show evidence of having used more than one resource • To make notes about the information found

Information At Work

Numeracy In CareTime to think • To recognise the range of diff erent ways time can be written or displayed • To understand the 24 hour clock

• To convert from 12-24 hour clock time and vice versa

Managing your time• To identify the problems around time management• To estimate time using quarter, half and whole hours• To calculate time in minutes

Getting it right • To understand the need for accuracy when recording dates• To recognise the diff erent date formats used in the UK • To recognise all abbreviations used in dates • Calculating dates Shopping for residents • To understand the importance of following procedures and guidelines when dealing with

money for residents • To identify strategies for adding and subtracting money accurately • To organise shopping activities• To use a calculator with decimals• To record money transactions

Measuring fl uids • To understand the metric units to measure fl uids• To use non-standard methods to estimate fl uids • To record fl uids in millilitres• To calculate using millilitres

Measuring Weights• To understand and calculate metric weights• To understand imperial weights, stones and pounds• To convert kilograms to pounds• To convert pounds to stones and pounds • To use a table to check weight

Customer Service PathwayDescribe the principles of customer service

• Identify the purpose of customer service.• How customer service aff ects the success of the organisation. • Diff erent types of customers of an organisation. • Range of customer needs. • Identify the customer service information which may be retained. • Diff erence between providing a product and providing a service. • Meaning of an after- sales service. • Describe what is meant by a Unique Selling Point (USP) and a Unique Service Off er (USO). • Identify the methods a customer service deliverer can use to keep product and service knowledge

up- to-date. • How an organisation can promote its products and/or services

Understand how customer needs and expectations are formed

• The purpose of an organisation’s service off er.• How customer expectations are formed.• Interrelationship between customer satisfaction and customer expectations. • Identify customer needs. • Identify the methods of obtaining customer feedback. • Maintain customer loyalty. • Important to ensure eff ective customer relationships are maintained.• Important for a customer to be able to identify a ‘brand’

Understand principles of responding to customers’ problems or complaints

• Common causes of customer problems and complaints. • Methods of communication. • Adapting methods of communication and behaviour to meet the individual needs of customers. • How the non verbal communication of the service deliverer can aff ect the behaviour of the

customer.• Infl uence of personal presentation, approach and attitude will on perception of the service

delivered

Identify the interpersonal and team working skills required in the customer service environment

• Skills required for eff ective team working. • Maintain eff ective working relationships within a team. • Range of inter-personal skills required for eff ective customer service

Identify the legislation which supports the customer service process

• Key aspects of the legislation relating to consumer law• Principles of equal opportunities legislation in relation to providing customer service. • Responsibilities of the employer and employee under the Health and Safety at Work Act. Respect

customer and organisation confi dentiality. Identify the main principles of the Data Protection Act. • Identify how a code of practice or ethical standards can impact upon the activities of a service

deliverer