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NCFE Level 1 Award in Employability Skills - PowerPoint PPT Presentation


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NCFE Level 1 Award in Employability Skills. 500/6768/0. This presentation covers the following 4 units:. Business and customer awareness Working in a team Job application skills Interview skills. Business and customer awareness. T/502/3584. What you will cover in this unit.

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this presentation covers the following 4 units
This presentation covers the following 4 units:
  • Business and customer awareness
  • Working in a team
  • Job application skills
  • Interview skills
what you will cover in this unit
What you will cover in this unit
  • Understand the different types of business and organisations, their purposes and customers in their area
  • Understand why employers might require particular attitudes from their staff in different situations
  • Be able to relate employer expectations to their own activities
activity 2 who is the customer
Activity 2: Who is the customer?
  • In small groups you will be allocated one of the 4 logos shown
  • What does that organisation do?
  • Discuss and identify WHO would be a customer of that organisation – can you identify types?
  • What products or services are they looking to buy?
  • Draw a mind map which identifies the range of customers for that organisation
customers will expect
Customers will expect:
  • to feel welcomed into the shop/restaurant /hotel etc
  • staff to listen to their requirements
  • staff to be helpful
  • staff to be knowledgeable
  • staff to be polite
  • staff to be patient
  • staff to be able to resolve any problems
  • to pay a price which meets their budget
  • to buy a product or service which meets their needs
  • a positive experience.
customer care skills the most important behaviour is attitude
Customer care skills: the most important behaviour is attitude
  • We must give every customer our best service, no matter how we feel, whether we feel they deserve it or not, no matter what is happening around us
  • The right attitude begins with feeling good about yourself
  • Our feelings set our moods, and our mood sets the level of customer service we provide
  • It’s difficult to help someone else unless you feel good yourself.
discussion what would you do
Discussion: What would you do?

Scenario 1:

Angry customer returning a faulty product and complaining about the poor customer service received

Scenario 2:

A colleague keeps taking regular cigarette breaks and leaving you to do their work and answer their calls

impact of attitude on business
Impact of attitude on business
  • Happy employees mean happy customers
  • Happy customers mean more sales
  • More sales mean more money
  • More money means more profit
  • More profit means happy owners/shareholders
employers expect staff to
Employers’ expect staff to:
  • possess a positive attitude
  • want to work
  • be dependable
  • be reliable and have good timekeeping
  • be adaptable – can take on different work
  • be honest
  • be self-motivated with a willingness to grow & learn
  • have strong self-confidence
  • show professional behaviour
  • be loyal.
what you will cover in this unit1
What you will cover in this unit
  • Understand the characteristics of good team working
  • Understand and demonstrate own strengths and role in a team
  • Be able to recognise and value the contribution made by others in a team
  • Be able to participate in a team
characteristics of a good team
Characteristics of a good team
  • All members have a clear goal
  • Team is made up of competent members
  • Members talk and listen to each other
  • Members know their own strengths
  • Members know the strengths of others
  • Members support each other
  • Members take agreed risks
  • Members have agreed roles
the marshmallow challenge
The Marshmallow Challenge
  • Teams must build the tallest free-standing structure out of 20 sticks of spaghetti, one yard of tape, one yard of string, and one marshmallow. The marshmallow needs to be on top.
  • You have 20 minutes to build your tower
team performance
Team performance
  • A good team will work together to achieve their goals
  • How well did you perform?
  • How well did the team perform?
  • What characteristics of a good team did you demonstrate?
  • Complete R6 – understanding strengths in a team
group challenge
Group challenge
  • In teams of 6 you have to produce a 15-minute team performance on the importance of customer service
  • This should include
    • A PowerPoint presentation
    • 2 role plays
    • Time for questions/feedback
what you will cover in this unit2
What you will cover in this unit
  • Know the type of information usually asked for in job applications
  • Understand how a straightforward job application form should be completed and accompanying letter written
starter activity
Starter activity
  • What do employers want to know about you?
why use application forms
Why use application forms
  • Make notes whilst watching the video clip
  • Can you add any other reasons why employers use application forms?
tips for filling in application forms
Tips for filling in application forms
  • Photocopy the form and do a draft first
  • Gather together information about your qualifications and any work experience
  • Think about your achievements at school and during work experience
  • Research the company you are applying to and refer to its activities in your answers
  • Complete as many dummy forms as you need to be sure that you’ve got all the details right before sending off the final version
  • Keep all your information on hand so that you can fill in future application forms quickly and easily
covering letters
Covering letters
  • What is the purpose of a covering letter?
  • What should be included?
  • Look at the example covering letters online
what you will cover in this unit3
What you will cover in this unit
  • Know how to prepare for an interview
  • Know how to conduct themselves in an appropriate manner in a job related interview
  • Know how to review their interview performance
preparing for the interview
Preparing for the interview
  • Check out how to get to the interview
  • Time how long it will take you – check out bus times or car parking arrangements
  • Prepare your clothing the night before
  • Know the details on your CV/application form
  • Think about the types of questions they may ask you and prepare some answers
  • Think about what questions you would like to ask them about the job role
dressing for the interview
Dressing for the interview
  • Dress appropriately for the job role
  • Make sure clothes are clean
  • Check hems and buttons are all correct
  • Avoid “loud” colours and styles
  • Make up should be minimal
  • Tattoos should be covered
  • Shoes and jewellery should be appropriate
at the interview
At the interview:
  • smile when you meet the interviewers
  • walk confidently
  • have a firm handshake
  • maintain good eye contact
  • take time to think before answering the question
  • don’t be afraid to ask them to repeat a question
  • nerves are expected but take a few deep breaths to relax
what not to do
What not to do:
  • don't be late
  • don't swear or use slang words
  • don't slouch in your seat or look uninterested
  • don't smoke
  • don't lie: the interviewer may pick up on this
  • don't be arrogant and assume you've got the job
  • don't read from notes or your CV — you should able to talk about your own history unprompted
  • don't criticise former employers or colleagues
  • don't argue with the interviewer, no matter what.
interview practice
Interview practice
  • You will be interviewed on (DATE)
  • By (INTERVIEWER)
  • For the job of (POST)
  • The interview will be recorded for portfolio evidence so you will need to prepare for the interview
  • Dress appropriately for the interview
self reflection
Self-reflection
  • Consider how well you have performed during the interview
  • How could you improve your interview skills for future interviews?
  • How can you develop your skills?