201 produce documents · pdf filedifferent types of document style 3.1 identify a range of...

The City and Guilds Institute of London 7537 Business Skills Units – Business and Administration

201 Produce documents

QCF Reference Number H/501/0796

Level: 2

Credit 7

Learning outcomes The learner will:

Assessment criteria The learner can:

01. Be able to produce documents 1.1 Agree the purpose, content, style, quality standards and deadlines for documents 1.2 Prepare the resources needed to produce the documents 1.3 Organise the content needed for the documents 1.4 Use technology available to work in an efficient way 1.5 Produce documents in the agreed style 1.6 Integrate non-text objects in the agreed layout

1.7 Check for accuracy, editing and correcting as necessary

1.8 Seek clarification when necessary

1.9 Store documents safely and securely in an approved location

1.10 Present documents in the required format within agreed deadlines and to agreed quality standards

02. Understand the importance of producing high quality and attractive documents

2.1 Give reasons for producing high quality and attractive documents

03. Know different types of documents may need to be produced in a business and administration environment, and the different types of document style

3.1 Identify a range of different document types that may be needed in a business and administration environment 3.2 Identify a range of different types of document style

04. Know different formats in which the text may be presented, and understand the purpose of each

4.1 Identify a range of document formats

4.2 Describe the main purpose of different document formats

05. Understand the importance of agreeing the purpose, content, style, quality standards and deadlines for documents

5.1 Give reasons for agreeing the purpose, content, style, quality standards and deadlines for documents


06. Know the different types of technology available for inputting, formatting and editing text and their main features

6.1 Identify a range of different types of technology available for inputting, formatting and editing text 6.2 Explain the main features of the different types of technology available for inputting, formatting and editing text

07. Know the types of resources needed to produce high quality and attractive documents

7.1 Describe different types of resources used to produce high quality and attractive documents and the purpose of each

08. Know how to organise the content needed for documents

8.1 Describe different ways of organising content in documents

09. Know how to integrate and lay out text and non-text

9.1 Describe methods for integrating and laying out text and non-text

10. Know how to check documents for accuracy and correctness, including spelling and grammar, and understand why this is important

10.1 Describe ways of checking documents for accuracy and correctness, including spelling and grammar, to include: a) visual and manual checks b) technological aids 10.2 Explain the importance of checking the accuracy and correctness of documents

11. Understand the importance of storing documents safely and securely, and how to do so

11.1 Give reasons for storing documents safely and securely 11.2 Describe ways of storing documents in a safe and secure manner

12. Understand the importance of confidentiality and data protection when producing and storing documents

12.1 Give reasons for ensuring confidentiality, and for following data protection procedures, when producing and storing documents, to include: a) legal reasons b) organisational reasons

13. Understand the importance of meeting quality standards and deadlines

13.1 Give reasons for meeting quality standards and deadlines when producing documents


202 Manage diary systems

QCF Reference Number J/501/0709

Level 2

Credit 5



01. Be able to use and manage a diary system

1.1 Obtain the information needed to make requested diary entries

1.2 Make diary entries accurately and clearly

1.3 Communicate diary entries to those needing them

1.4 Prioritise requested changes

1.5 Report the implications of any changes for existing entries

1.6 Negotiate alternative arrangements to solve problems

1.7 Record agreed changes in the diary

1.8 Communicate agreed changes to those affected

1.9 Give examples to confirm from own work activities and entries to confirm diary is up to date

02. Know why it is important to use diary systems to plan and co-ordinate activities and resources

2.1 State reasons for using a diary system to plan and coordinate events

2.2 Give examples of problems that will occur if a diary system is not used

03. Know about the different types of diary systems, their advantages and disadvantages, and the different situations for which they are appropriate

3.1 Give examples of different types of diary system and explain when they might be used

3.2 Identify advantages and disadvantages of the different types of diary

system

04. Understand the principles of how to use different types of diary systems

4.1 Explain the ways in which different diary systems work, e.g. paper, electronic, shared

05. Understand the importance of obtaining relevant information about requested diary entries and changes

5.1 Give reasons for obtaining correct information (eg. meet needs, avoid clashes, ensure resources are available)

06. Know the types of information needed for diary entries and changes

6.1 State types of information needed for a diary entry, eg. date, time, location, number of people, equipment needs

07. Understand the importance of prioritising requests

7.1 Explain why requests sometimes have to be prioritised


08. Know how to prioritise requests 8.1 Give examples of situations where requests need to be prioritised

8.2 State ways of prioritising requests

09. Recognise the types of problems that may occur when new requests are made

9.1 Give examples of problems caused by new requests, in terms of existing diary entries

10. Know how to solve the types of problems that may occur when new requests are made

10.1 State ways of solving problems caused by new requests

11. Understand the importance of trying to balance the needs of all those involved

11.1 Give reasons for balancing the needs of all those involved, when dealing with new requests and using a diary system

12. Understand the importance of communicating changes to those affected

12.1 Give reasons for communicating diary changes to those affected

12.2 Give examples of problems that occur if changes are not communicated

13. Understand the importance of keeping diary systems up to date

13.1 Give reasons for keeping diary systems up to date

14. Recognise the importance of security and confidentiality issues when operating a diary system

14.1 Give reasons why security and confidentiality are important when operating a diary system

15. Recognise the types of security and confidentiality issues that are relevant to diary systems and know how to manage them

15.1 Give examples of security and confidentiality risks relevant to diary systems 15.2 State ways of managing security and confidentiality risks


203 Research and report information

QCF Reference Number J/501/0726

Level 2

Credit 7



01. Research information 1.1 Confirm aims and objectives and deadlines for the information search 1.2 Confirm relevant sources of information 1.3 Search for, and obtain information to meet deadlines 1.4 Record the information 1.5 Maintain a record of sources used

02. Report information 2.1 Organise the information in a way that will help analysis 2.2 If necessary, get feedback on what has been found 2.3 Present information in the most appropriate format, accurately and on time

03. Know how to research information efficiently and accurately

3.1 Identify tools that can be used to ensure research is efficient 3.2 State ways of ensuring researched information is accurate 3.3 Describe ways of researching information that are efficient

04. Know the types of information they are likely to be required to obtain

4.1 List common types of information on which research may be needed, e.g. services, products, costs

05. Understand the importance of agreeing aims, objectives and deadlines for researching and reporting information

5.1 Explain the purpose of agreed aims, objectives and deadlines for researching and reporting information 5.2 Give examples of problems that occur if aims, objectives and deadlines are not agreed

06. Know relevant information sources and search methods

6.1 Identify typical sources of information 6.2 State procedures for using different sources of information when researching (eg. index, search engine)

07. Understand the importance of maintaining a record of sources used and methods for doing so

7.1 Give reasons for maintaining a record of research sources used 7.2 Give examples of methods for recording sources

08. Know how to organise researched information and understand how different ways of presentation will help analysis

8.1 Give examples of methods for recording researched information 8.2 Explain the advantages of different ways of recording researched information that will help analysis


09. Know and understand the different formats that may be required when reporting information

9.1 State different formats for reporting researched information 9.2 Give examples of advantages when using specific formats to present researched information


204 Organise and support meetings

QCF Reference Number L/501/0730

Level 2

Credit 8



01. Be able to prepare for a meeting 1.1 Confirm the meeting brief 1.2 Confirm the venue, equipment and catering requirements 1.3 Produce the agenda and meeting papers in line with instructions 1.4 Invite attendees and confirm attendance 1.5 Request attendees’ needs 1.6 Make arrangements to meet attendees’ needs 1.7 Collate and dispatch papers for the meeting within agreed timescales 1.8 Produce spare copies of meeting papers 1.9 Arrange the equipment and layout of the room

02. Be able to support a meeting 2.1 Confirm attendees have a full set of papers and provide any missing sets 2.2 Confirm that attendees’ needs are met 2.3 Take accurate notes of the meeting including attendance 2.4 Provide information and support when required

03. Be able to complete actions required after a meeting

3.1 Produce a record of the meeting 3.2 Seek approval for, and amend the meeting record as necessary 3.3 Circulate the meeting record to agreed timescales

04. Understand the role of the person organising and supporting the meeting

4.1 Identify the tasks commonly undertaken by a person organising and supporting a meeting

05. Know the requirements for planning and supporting meetings effectively and efficiently

5.1 Give examples of actions needed to plan a meeting effectively and efficiently 5.2 Give examples of actions likely to be needed to support a meeting effectively and efficiently

06. Understand that there are different types of meetings and know their main features

6.1 Give examples of different types of meetings 6.2 Describe the main features of different types of meetings

07. Understand why it is important to confirm the meeting brief

7.1 Explain the purpose of a meeting brief 7.2 Explain the importance of confirming the meeting brief


08. Know the types of information that attendees will need

8.1 Identify types of information that attendees at a meeting will need

09. Know the types and purposes of resources that will be needed for different types of meetings

9.1 Give examples of resources used at meetings 9.2 Explain the purpose of different types of resource

10. Know and understand the types of special requirements that attendees may have and how to meet these

10.1 Give examples of special requirements that meeting attendees may have 10.2 Give examples of how special requirements may be met

11. Know the health, safety and security requirements when organising meetings

11.1 Give examples of health, safety and security requirements for meetings

12. Know the different types of information and support that may need to be provided for a meeting

12.1 Give examples of types of information that may be needed for a meeting 12.2 Give examples of types of support that may be needed for a meeting

13. Know what should be included in a record of the meeting

13.1 Identify what should be included in a record of a meeting

14. Understand the importance of ensuring that a meeting record is accurate and is approved

14.1 Explain the importance of ensuring a meeting record is accurate and approved


205 Operate office equipment

QCF Reference Number R/501/0647

Level 2

Credit 6



01. Be able to operate office equipment

1.1 Locate and select the equipment and resources needed for a task

1.2 Follow the manufacturer’s operating instructions

1.3 Operate equipment and use resources to produce final work product

1.4 Demonstrate procedures used to ensure waste is minimised

1.5 Clean equipment and ensure it is hygienic

02. Be able to deal with equipment and resource problems

2.1 Deal with equipment and resource problems according to the manufacturer’s and organisational procedures

03. Be able to produce work to the required standard within agreed timescales

3.1 Obtain confirmation that the final work product meets the required standard 3.2 Obtain confirmation that the work product has been produced within agreed timescales

04. Be able to leave equipment, resources and work area ready for next user.

4.1 Check and, if necessary adjust, the equipment, resources and work area so they are ready for next user

05. Know about the different types of office equipment, their features and what they can be used for

5.1 Describe different types of office equipment to include: a) features b) purpose

06. Know how to choose equipment and resources that are appropriate for a range of administrative tasks

6.1 Identify typical administrative tasks requiring equipment and resources 6.2 Identify equipment and resources relevant to tasks 6.3 Give reasons for selection of equipment and resources for tasks

07. Understand the importance of following manufacturers’ instructions when operating equipment

7.1 Give reasons for following manufacturer’s instructions when using equipment 7.2 State problems that may occur when instructions are not followed

08. Understand the importance of keeping waste to a minimum, and know how to do so

8.1 Give reasons for minimising waste when using equipment and resources 8.2 Give examples of ways of reducing waste when using equipment and resources

09. Understand the importance of keeping equipment clean and hygienic, and know what is meant by appropriate standards

9.1 Give reasons for keeping equipment clean and hygienic 9.2 Explain the meaning of appropriate standards and give examples


10. Understand the importance of following manufacturers’ instructions and organisational procedures when dealing with equipment faults

10.1 Give reasons for following manufacturers’ instructions when dealing with equipment faults, eg. safety, warranty 10.2 Give reasons for following organisational procedures when dealing with equipment faults

11. Know the types of equipment fault and resource problems likely to occur in a business and administration environment, and how these may be dealt with

11.1 Give examples of types of office equipment and likely faults 11.2 Give examples of likely resource problems when using office equipment 11.3 Give examples of ways of dealing with equipment faults and resource problems when using office equipment

12. Understand the importance of meeting work standards and deadlines when using office equipment

12.1 Give reasons for meeting work standards 12.2 Give reasons for meeting work deadlines

13. Understand the importance of leaving the equipment, resources and work area ready for the next user and what the appropriate standards are

13.1 Give reasons for leaving equipment, resources and work area ready for next user 13.2 Identify problems that may occur if they are not ready for the next user 13.3 Give examples of what is meant by leaving equipment ready for next user


206 Carry out your responsibilities at work


Level: 2

Credit Value: 15



01. Be able to communicate spoken and written information

1.1 Listen to information that other people are giving 1.2 Ask questions about any points that are not clear 1.3 Give accurate, clear and structured spoken information to other people, with confidence 1.4 Confirm that the information given meets other people’s needs 1.5 Make contributions to discussions 1.6 Read written material to obtain information needed 1.7 Extract the main points needed from written material 1.8 Give accurate and clear written information to other people

02. Be able to plan and be accountable for work

2.1 Agree a realistic target and an achievable timescale for a work activity 2.2 Produce a plan to show how best use will be made of time and resources needed 2.3 Identify and agree effective working methods for a work activity 2.4 Identify and report problems in a work activity, when they arise, using the support of other people when necessary 2.5 Inform other people (eg supervisor) of progress 2.6 Produce work to agreed deadlines or renegotiate timescales and plans in good time 2.7 Work independently, taking responsibility for own work, and accepting responsibility for any mistakes made 2.8 Provide evidence of following agreed guidelines, procedures and, where appropriate, codes of practice

03. Be able to improve own performance using feedback

3.1 Identify an example of own work requiring feedback 3.2 Ask for and accept feedback from another person 3.3 Apply feedback to example of own work and agree ways to improve it 3.4 Complete a task putting agreed improvements into practice


04. Be able to improve own performance using a learning plan

4.1 Identify a work activity or task where further learning and development could improve performance 4.2 Agree a learning plan with another person to improve performance in agreed activity 4.3 Complete the activities in the learning plan 4.4 Apply the new learning to the agreed activity 4.5 Review own performance in agreed activity, with another person, and update the learning plan

05. Be able to behave in a way that supports effective working

5.1 Give examples of what is meant by high standards, for a range of work activities 5.2 Identify examples of own work where a high standard is shown 5.3 Give examples of own needs and rights in a work environment 5.4 Identify opportunities to take on a new challenge in a work environment 5.5 Provide example of own work where a new challenge has been met 5.6 Give examples of situations where it is important to be prepared to change 5.7 Provide example of own work where it has been necessary to make a change (eg. behaviour, standard, new task) 5.8 Provide examples of own work activities that show how other people are treated with honesty, respect and consideration 5.9 Give help and support to another person in a work environment

06. Understand the importance of effective communication

6.1 Give examples of a range of work situations in which effective communication is important 6.2 Identify examples of effective spoken and written communication

07. Know how to focus actively on what others are communicating

7.1 Identify ways of listening effectively to other people 7.2 Identify ways of reading to ensure that the main points of a piece of text are identified

08. Know why it is important to question things that are not clear

8.1 Give reasons for clarifying things that are not clear

09. Know how to structure and present information clearly and accurately

9.1 Describe ways of structuring information so that it is clear and accurate 9.2 Describe ways of presenting information that will help to make it clear

10. Understand the importance of adapting communication to meet the needs of other people

10.1 Give reasons for adapting communication at work to meet the needs of others 10.2 Give examples of methods for adapting communication at work


11. Understand the importance of appearing confident when communicating with others

11.1 Give examples of methods for showing confidence when communicating with others at work 11.2. Describe the likely effect of confident communication in a range of work contexts

12. Understand how non-verbal communication affects a person’s impact on other people

12.1 Give examples of non-verbal communication 12.2 Give examples of non-verbal communication and explain their likely effect in a work environment

13. Know and understand how to contribute positively to discussions

13.1 Give reasons for making positive contributions to discussions 13.2 Give examples of techniques for active listening in discussions 13.3 Describe ways methods of making positive contributions to discussions in a work environment

14. Know where to find written information needed for work

14.1 Identify a range of sources of written information that might be used for work

15. Know how to identify and select the main points needed from written information

15.1 Give examples of techniques used to identify the main points in a piece of written information

16. Know how to provide written information in a way that meets other people’s needs

16.1 Identify a range different ways of presenting written information in a work context, and explain the benefits of each 16.2 Give reasons for clarifying needs when presenting information in writing 16.3 Give reasons for confirming that written information meets needs

17 Understand the importance of planning work

17.1 Give reasons for planning work

18. Understand the importance of accountability to others at work

18.1 Explain the importance of accountability to others at work, and why planning work is part of accountability

19. Know how to agree realistic targets for work

19.1 Explain what is meant by a realistic work target 19.2 Describe ways of agreeing realistic work targets (who, what, negotiating)

20. Understand the importance of agreeing realistic targets for work

20.1 Give reasons for having realistic targets for work

21. Know how to plan work 21.1 Describe a range of ways of planning work activities

22. Understand the types of problems that may occur during work and how to report them

22.1 Describe a range of problems that may occur when carrying out planned tasks at work 22.2 Give examples of methods for reporting problems when carrying out planned tasks at work

23. Understand the importance of keeping other people informed about progress

23.1 Give reasons for keeping other people informed about progress on work activities

24. Understand reasons for giving other people sufficient notice if own plans need to be revised

24.1 Explain the importance of giving people notice about the need to change work plans 24.2 Identify problems that may occur if notice about changing plans is not given


25. Understand the importance of acknowledging and learning from own mistakes

25.1 Give reasons for acknowledging and learning from mistakes (benefits to self, benefits to others)

26. Understand the importance of guidelines, procedures and codes of practice in a work environment

26.1 Explain what is meant by guidelines, procedures, and codes of practice 26.2 Identify a range of work situations where a guideline, procedure or code of practice may be used 26.3 Give examples of problems that may occur if guidelines, procedures or codes of practice are not followed

27. Understand the importance of continuous improvement at work

27.1 Give reasons for improving own performance at work

28. Understand the importance of encouraging and accepting feedback from others at work

28.1 Explain what is mean by feedback 28.2 Explain the benefits of encouraging and accepting feedback from others at work

29. Understand how learning and development can help to improve work and career prospects

29.1 Explain a range of benefits of continuing learning and development for work and for career prospects

30. Know about and understand own possible career progression routes

30.1 Identify a range of areas of work or learning that might be personal progression routes

31. Know about and understand own possible learning and development opportunities

31.1 Identify a range of personal learning and development opportunities

32. Understand the importance of personal behaviour in the workplace

32.1 Give examples of a range of different types of behaviour at work and explain their likely effect on others

33. Understand the importance of setting high standards for own work

33.1 Give reasons for setting high standards for own work

34. Know how to set high standards for own work

34.1 Describe ways of setting high standards in own work

35. Understand the importance of being ready to take on new challenges and adapt to change

35.1 Give reasons for taking on new challenges, or adapting to change (own work, effect on others)

36. Understand the importance of treating others with honesty, respect and consideration

36.1 Give reasons for treating others with honesty, respect and consideration

37. Know and understand the types of behaviour that show honesty, respect and consideration for others and the types of behaviour that do not

37.1 Give examples of types of behaviour that show honesty, respect and consideration for others at work, and explain the likely effects of this behaviour 37.2 Give examples of types of behaviour that do not show honesty, respect and consideration for others at work, and explain the likely effects of this behaviour

38. Know how to help and support others at work and understand the importance of giving help and support to others

38.1 Give examples of ways in which help and support may be given to others at work 38.2 Explain the importance of giving help and support to others


207 Work within your business environment

QCF Reference Number Y/501/0701

Level: 2

Credit Value: 15



1. Be able to complete own work in a way that is consistent with an organisation’s purpose and values

1.1 Complete work tasks that support a team’s objectives 1.2 In work tasks, follow the organisational policies, systems and procedures that are relevant to own role and task 1.3 Undertake work tasks that show use of an organisation’s values in all aspects of the task 1.4 Undertake work with any relevant outside organisations and individuals in a way that gives a positive image of own organisation 1.5 Seek guidance from others when unsure about organisational objectives, policies, systems, procedures and values

2. Be able to access information about, and understand, own employment responsibilities and rights

2.1 Locate and access information about own employment responsibilities and rights 2.2 Describe own employment responsibilities and rights 2.3 Seek guidance to obtain needed information, when unsure about own employment responsibilities and rights

3. Be able to carry out own responsibilities to the employer in a way that is consistent with own contract of employment

3.1 Explain content of own contract of employment 3.2 Complete any work tasks in a way that is consistent with own contract of employment

4. Be able to use sustainable work practices in a business and administration work environment

4.1 Keep waste of materials to a minimum in own work tasks 4.2 Follow procedures, where relevant, for recycling and the disposal of hazardous materials in own work tasks 4.3 Follow procedures for the maintenance of equipment used in own work tasks 4.4 Use technology, where provided, to work on own work tasks in an efficient way


5. Be able to support diversity in a business and administration work environment

5.1 Show interaction with other people, at work, that demonstrates: a) sensitivity to individual needs b) respect, as appropriate, for background, abilities, values, customs and beliefs 5.2 Obtain feedback or guidance from other people and use this to improve a) own work b) own interaction with others 5.3 Describe own organisation’s procedures and legal requirements in relation to discrimination legislation

6. Be able to maintain security and confidentiality

6.1 Use security procedures, at work, to handle property in a way that is consistent with own organisation’s procedures and legal requirements 6.2 Use security procedures, at work, to ensure the security and confidentiality of information, in a way that is consistent with own organisation’s procedures and legal requirements 6.3 Identify in own organisation, the appropriate person to whom concerns about security should be reported 6.4 Give examples of situations where security concerns should be reported and, where necessary, report any concerns about security and confidentiality to the appropriate person

7. Know and understand the sector in which own organisation operates

7.1 Identify the purpose and main functions of the sector in which own organisation operates

8. Understand own organisation’s mission and purpose

8.1 Explain own organisation’s mission and purpose

9. Understand how own organisation compares to other organisations in the same sector

9.1 Describe role of own organisation and compare with other organisations in the same sector, to include: a) points of similarity b) points of difference

10. Know and understand own main responsibilities at work

10.1 Identify own main responsibilities at work 10.2 Give examples where own responsibilities at work affect own way of working

11. Understand how own role fits into own organisation’s structure and contributes to its operation

11.1 Explain own role in an organisation in terms of : a) position within structure b) tasks carried out and how they contribute to the operation


12. Know and understand the policies, procedures, systems, and understand the values, of own organisation that are relevant to own role

12.1 State any policies, procedures and systems of own organisation that apply to own role 12.2 Explain the meaning and purpose of any organisational values that apply to own role

13. Know and understand how to apply own organisation’s values and policies in own work

13.1 Explain the effects on own role of any relevant organisational policies, procedures and systems 13.2 Explain how own role is affected by relevant values

14. Know who to consult in own organisation if unsure about policies, objectives, systems and values

14.1 Identify the person or department to consult in own organisation for information about policies, objectives, systems and values

15. Know and understand which aspects of employment are covered by law

15.1Identify which aspects of employment are covered by law 15.2 Give reasons for why these aspects of employment are covered by law

16. Know and understand any industry-specific legislation and regulations that are relevant to own role

16.1 Identify which aspects of own work are covered by industry-specific legislation and regulations 16.2 Give reasons for why these aspects of own work are covered by industry-specific legislation and regulations

17. Understand the importance of legislation in upholding and protecting the rights of both employer and employee

17.1 Give reasons for the importance of legislation in upholding and protecting the rights of both employer and employee

18. Know and understand the main terms and conditions of a contract of employment

18.1 Identify main terms and conditions in own contract of employment, or a typical contract 18.2 Explain the meaning of main terms and conditions in own contract of employment, or a typical contract

19. Know who to contact in an organisation in case of a grievance at work, or the need for guidance and support on an employment issue

19.1 Identify the person or department to consult in an organisation in case of a grievance at work, or the need for guidance and support on an employment issue

20. Know what to do in the event of witnessing or experiencing discrimination or bullying at work

20.1 Describe the actions to be taken in the event of witnessing or experiencing discrimination or bullying at work


21. Know the procedures to be followed in case of personal illness or the need to take time off from work

21.1 Describe the procedures to be followed in an organisation, in case of personal illness, or the need to take time off work

22. Know the types of information that are recorded in personnel records, understand why these are needed, and know what to do in order to report changes to this information

22.1 State the types of information that are recorded in personnel records 22.2 Give reasons for why this information is included in personnel records 22.3 Identify the procedures to be followed when information needs to be changed in personnel records to include: a) by the employee b) by the employer

23. Understand the importance of minimising waste in the workplace

23.1 Give reasons for minimising waste in the workplace

24. Know the main causes of waste in a business and administration environment and how to minimise this waste

24.1 Identify the main causes of waste in a business administration environment 24.2 For each cause, give an example of how to minimise this waste

25. Understand the importance of recycling and know own organisation’s procedures for recycling and the disposal of hazardous materials

25.1 Give reasons for recycling materials in a work environment 25.2 Describe, where relevant, own organisation’s procedures for: a) recycling b) disposal of hazardous materials

26. Know the relationship between regular maintenance of equipment and minimisation of waste in a business and administration environment

26.1 Give examples from a business and administration environment, where regular maintenance of equipment may lead to minimisation of waste

27. Know the different types of technological aid that are commonly found in a business and administration environment and understand how each type may be used to work more efficiently

27.1 Identify types of technological aid that are found in a business and administration work environment 27.2 Explain how the different types of technological aid can be used to work more efficiently

28. Understand what is meant by ‘diversity’ , in a work environment, and why it should be valued

28.1 Explain what is meant by the term ‘diversity’ when used in a business and administration work environment 28.2 Give examples of benefits that come from diversity


29. Know how to be sensitive to people’s individual needs and respect their abilities, background, values, customs and beliefs

29.1 Give examples of methods that can be used in a work environment, to show sensitivity to people’s individual needs, and to respect their abilities, backgrounds, values, customs and beliefs

30. Know about ways in which learning can come from others in a work environment

30.1 Give examples of ways in which others in a work environment can contribute to own learning

31. Understand the importance of maintaining security and confidentiality in a work environment

31.1 Give reasons for maintaining security and confidentiality in a work environment

32. Know about legal and organisational requirements in relation to security and confidentiality

32.2 Give examples of requirements that are in place in a work environment to ensure security and confidentiality to include: a) legal requirements b) arrangements that may be made by an organisation

33. Know the procedures to follow in case of concerns about security and confidentiality

33.1 Describe the procedures that should be followed in a work environment in case of concerns about security and confidentiality


301 Plan and run projects

QCF Reference Number H/501/0636

Level: 3

Credit Value: 10



01. Be able to plan projects 1.1 Provide information to show the purpose, aims and objectives of projects 1.2 Discuss and agree project specifications with key personnel 1.3 Confirm and record resources required for the projects 1.4 Discuss and agree timescales and budget for the projects 1.5 Produce project plans, to include: a) personnel b) activities and milestones c) agreed resources and budget d) agreed timescales e) required outcomes

02. Be able to run projects 2.1 Start projects 2.2 Monitor progress of projects using activities and milestones 2.2 Seek advice in response to unexpected events 2.3 Make changes to project plans, where needed 2.4 Achieve required outcomes of projects on time and to budget 2.5 Report on the outcomes of projects 2.6 Evaluate projects to identify strengths and weakness in planning and implementation

03. Understand the importance of defining a project’s purpose, aims and objectives

3.1 Give reasons for defining a project’s purpose, aims and objectives

04. Know different project planning methodologies and be able to relate these to different types of project planned and run in a business and administration environment

4.1 Describe a range of project planning methodologies 4.2 Give examples of different types of project and describe an appropriate planning method for each type

05. Know different methods for monitoring a project

5.1 Describe different ways of monitoring the progress of a project

06. Know who to approach for advice on problems

6.1 Identify the likely positions and roles of people, in a business and administration environment, to approach for advice on problems relating to a project and its progress


07. Understand the importance of being flexible and adapting a project’s plans when necessary

7.1 Give reasons for being flexible, and for adapting a project’s plans when necessary

08. Understand the importance of achieving a project’s outcomes within agreed timescales

8.1 Give reasons for achieving a project’s outcomes within agreed timescales

09. Know how to report the outcomes of a project

9.1 Describe different ways of reporting a project’s outcomes

10. Understand the importance of evaluating a project

10.1 Give reasons for evaluating a project to include: a) method of working b) outcomes

11. Know different methods for evaluating a project and its outcomes

11.1 Give examples of different ways in which a project and its outcomes can be evaluated


302 Research, analyse and report information

QCF Reference Number K/501/0637

Level: 3

Credit Value: 10



1. Be able to research information 1.1 Agree aims, objectives and deadlines for the information search 1.2 Identify relevant sources of information 1.3 Search for, and obtain information to meet deadlines 1.4 Record the information

2. Be able to analyse and report information

2.1 Organise information in a way that will enable analysis 2.2 Examine, interpret and extract information required 2.3 Obtain, as necessary, feedback on what has been researched and found 2.4 Present information researched and found in an appropriate format, accurately and on time

3. Understand the importance of researching information efficiently and accurately

3.1 Give reasons for researching information efficiently and accurately

4. Know a range of types of information that are likely to be needed, researched and analysed in a business and administration environment

4.1 Identify a range of types of information likely to be needed, researched and analysed in a business and administration environment

5. Understand the importance of agreeing aims, objectives and deadlines for research

5.1 Give reasons for agreeing aims, objectives and deadlines for research

6. Know a range of information sources and search methods that are relevant to a business and administration environment

6.1 Identify a range of information sources relevant to a business and administration environment 6.2 Describe a range of search methods that can be used when carrying out research in a business and administration environment

7. Understand the importance of maintaining a record of sources used, and know methods for doing so

7.1 Give reasons for maintaining a record of sources used for researching information 7.2 Identify ways of recording information sources when researching information

8. Know ways of organising researched information, and understand the relationship between organisation of information and the ability to analyse it

8.1 Identify ways of organising researched information 8.2 For different ways of organising information, explain how the organisation of the information will assist with analysis


9. Know different formats for reporting information and understand the purpose of different formats

9.1 Identify different formats for presenting information that has been researched 9.2 Describe the main purposes of different formats for presenting information that has been researched


303 Design and produce documents

QCF Reference Number A/501/0710

Level: 3

Credit Value: 7



01. Be able to design and produce documents

1.1 Agree the purpose, content, style, quality standards and deadlines for a range of documents 1.2 Identify and prepare the resources needed to produce the documents 1.3 Research and organise the content needed for the documents 1.4 Use technology available to work in an efficient way 1.5 Design and produce a range of documents in the agreed style 1.6 Integrate non-text objects in the agreed layout 1.7 Check for accuracy, editing and correcting as necessary 1.8 Store documents safely and securely in an approved location 1.9 Present documents in the required format within agreed deadlines and to agreed quality standards

02. Understand the importance of producing high quality and attractive documents

2.1 Give reasons for producing high quality and attractive documents

03. Know different types of documents that may need to be produced in a business and administration environment, and different types of document style

3.1 Identify a range of different document types that may be needed in a business and administration environment 3.2 Identify a range of different types of document style

04. Know different formats in which the text may be presented, and understand the purpose of each

4.1 Identify a range of document formats 4.2 Describe the main purpose of different document formats

05. Understand the importance of agreeing the purpose, content, style, quality standards and deadlines for documents

5.1 Give reasons for agreeing the purpose, content, style, quality standards and deadlines for documents

06. Know the different types of technology available for inputting, formatting and editing text and their main features

6.1 Identify a range of different types of technology available for inputting, formatting and editing text 6.2 Explain the main features of the different types of technology available for inputting, formatting and editing text

07. Know the types of resources needed to produce high quality and attractive documents

7.1 Identify different types of resources needed to produce high quality and attractive documents


08. Know how to research and organise the content needed for documents

8.1 Describe a range of research methods and sources for information needed for documents 8.2 Describe different ways of organising content in documents

09. Know how to integrate and lay out text and non-text

9.1 Describe methods for integrating and laying out text and non-text

10. Know how to check documents for accuracy and correctness, including spelling and grammar, and understand why this is important

10.1 Describe ways of checking documents for accuracy and correctness, including spelling and grammar, to include: a) visual and manual checks b) technological aids 10.2 Explain the importance of checking the accuracy and correctness of documents

11. Understand the importance of storing documents safely and securely and know methods for doing so

11.1 Give reasons for storing documents safely and securely 11.2 Describe ways of storing documents safely and securely

12. Understand the importance of confidentiality and data protection when producing and storing documents

12.1 Give reasons for ensuring confidentiality, and for following data protection procedures, when producing and storing documents, to include: a) legal reasons b) organisational reasons

13. Understand the importance of meeting quality standards and deadlines

13.1 Give reasons for meeting quality standards and deadlines when designing and producing documents


304 Plan, organise and support meetings

QCF Reference Number M/501/0638

Level: 3

Credit Value: 10



01. Be able to prepare for meetings 1.1 Agree the plan and brief for meetings 1.2 Arrange and confirm the venue, equipment and catering requirements 1.3 Prepare and agree agendas and meeting papers 1.4 Invite attendees and confirm attendance 1.5 Confirm attendees’ needs are met 1.6 Collate and dispatch papers for meetings within agreed timescales 1.7 Make sure the chair receives a necessary briefing 1.8 Produce spare copies of meeting papers 1.9 Arrange the equipment and layout of the room

02. Be able to support meetings 2.1 Confirm attendees have a full set of papers and provide any missing sets 2.2 Take accurate notes of meetings, including attendance 2.3 Provide information, advice and support when required

03. Be able to organise activity after meetings

3.1 Produce records of meetings 3.2 Seek approval for, and amend meeting records as necessary 3.3 Circulate meeting records to agreed timescales 3.4 Respond to requests for amendments and re-circulate amended copies 3.5 Follow up relevant action points from meetings 3.6 Evaluate, and maintain a record of, external services provided for meetings

04. Understand the role of a person organising and supporting meetings

4.1 Identify the tasks commonly undertaken by a person organising and supporting meetings

05. Know the requirements for planning and supporting meetings effectively and efficiently

5.1 Give examples of actions needed to plan meetings effectively and efficiently 5.2 Give examples of actions likely to be needed to support meetings effectively and efficiently


06. Understand that there are different types of meetings, and know their main features

6.1 Give examples of different types of meetings 6.2 Describe the main features of different types of meetings

07. Understand the importance of planning meetings, and agreeing a brief for meetings

7.1 Explain the importance of a) planning meetings b) agreeing a brief for meetings

08. Know the main points that should be covered by an agenda and meeting papers

8.1 Identify the main points that should be covered in the agenda for meetings and in the meeting papers

09. Know the types of information that attendees will need

9.1 Identify types of information that attendees at meetings will need

10. Know how to identify suitable venues for different types of meetings

10.1 Give examples of different types of meeting and describe the type of venue that may be suitable

11. Know the types and purposes of resources that will be needed for different types of meetings

11.1 Give examples of resources used at meetings 11.2 Explain the purpose of different types of resource needed for meetings

12. Know and understand the types of special requirements that attendees may have and how to meet them

12.1 Give examples of special requirements that meeting attendees may have 12.2 Give examples of how special requirements may be met

13. Know the health, safety and security requirements when organising different types of meetings and understand their importance

13.1 Give examples of health, safety and security requirements for different types of meetings 13.2 Explain the importance of health, safety and security requirements for meetings

14. Understand the importance of briefing the chair in advance of meetings

14.1 Give reasons for briefing the chair in advance of meetings

15. Know the different types of information, and advice and support that may need to be provided during meetings

15.1 Give examples of types of information that may be needed for meetings 15.2 Give examples of types of advice and support that may be needed for meetings

16. Know the types of problems that may occur during meetings and how to solve these

16.1 Give examples of the types of problems that may occur during meetings 16.2 Give examples of solutions for a range of problems that may occur during meetings

17. Know what should be included in records of meetings

17.1 Identify what should be included in a record of a meeting

18. Understand the importance of ensuring that meeting records are accurate and approved

18.1 Give reasons for ensuring that meeting records are accurate and approved

19. Know how to record and follow up meeting actions

19.1 Describe ways of recording and following up meeting actions

20. Know how to evaluate external services provided for meetings

20.1 Identify ways of evaluating external services provided for meetings


305 Make a presentation

QCF Reference Number M/501/0641

Level: 3

Credit Value: 7



01. Be able to organise activity before a presentation

1.1 Agree the purpose, content, style and timing of a presentation 1.2 Research and plan the content for a presentation 1.3 Choose equipment and identify how the equipment’s features can be used to best effect 1.4 Prepare a presentation to achieve its purpose 1.5 Obtain feedback on a presentation 1.6 Practise and time a presentation 1.7 Produce presentation handouts

02. Be able to organise activity during a presentation

2.1 Check equipment and resources to be used for a presentation 2.2 Circulate presentation handouts and materials 2.3 Address the audience by speaking clearly and confidently 2.4 Make a presentation and summarise the key points 2.5 Use equipment, and its features, effectively - dealing with any problems that may occur 2.6 Provide the audience with the opportunity to ask questions 2.7 Respond to questions in a way that meets the audience’s needs

03. Be able to organise activity after a presentation

3.1 Collect feedback on the presentation 3.2 Evaluate the presentation and identify changes that will improve the presentation

04. Understand the advantages and disadvantages of using presentations to provide information

4.1 Explain the advantages and disadvantages of using presentations to provide information

05. Know different ways of making presentations and their features

5.1 identify different methods for making presentations 5.2 Describe the main features of different presentation methods


06. Understand the importance of agreeing the purpose, content, style and timing of presentations before planning and preparation

6.1 Give reasons for agreeing the purpose, content, style and timing of presentations before they are planned and prepared

07. Know how to prepare presentations so they are attractive, interesting, concise and informative

7.1 Describe ways of preparing presentations to ensure they are attractive, interesting, concise and informative

08. Understand the importance of practising presentations and know how to do so

8.1 Give reasons for preparing for presentations 8.2 Describe different ways of practising presentations

09. Understand the importance of getting feedback on a prepared presentation

9.1 Give reasons for getting feedback on a prepared presentation before it is given to an audience

10. Understand how handouts can complement presentations

10.1 Explain how handouts can complement presentations (eg. by summarising, emphasising, illustrating, clarifying points in the presentation)

11. Know the types of equipment used for presentations and understand the importance of checking these in advance of giving a presentation

11.1 Identify types of equipment used for presentations 11.2 Give reasons for checking equipment to be used in advance of giving a presentation

12. Understand the importance of speaking clearly and ensuring the main points of a presentation are made clear, and know how to check that these standards are being achieved

12.1 Give reasons for a) speaking clearly when giving a presentation b) ensuring the main points of a presentation are made clear 12.2 Describe ways of checking that speech is clear and heard 12.3 Describe ways of ensuring that the main points of a presentation are clear to the audience

13. Understand the importance of summarising the main points in a presentation

13.1 Give reasons for summarising the main points in a presentation

14. Understand the importance of giving opportunities to the audience to ask questions when giving a presentation

14.1 Give reasons for giving the audience opportunities to ask questions during and/or after a presentation


306 Carry out your responsibilities at work


Level: 3

Credit Value: 18



01. Be able to communicate spoken and written information

1.1 Listen to information that other people are giving 1.2 Ask questions about any points that are unclear 1.3 Give accurate, clear and structured information to different audiences, with confidence 1.4 Make positive contributions to discussions, developing points and ideas 1.5 Give others the opportunity to contribute ideas and opinions, by inviting and listening 1.6 Provide responses and feedback to other people’s ideas and opinions 1.7 Select and read written material to obtain information needed 1.8 Identify and extract the main points needed from written material 1.9 Give accurate and clear written information to other people

02. Be able to plan and be accountable for own work

2.1 Negotiate and agree realistic targets for own work 2.2 Prioritise targets and agree achievable timescales for own work 2.3 Plan effective use of own time 2.4 Identify and use other resources needed to complete own work 2.5 Select and use effective working methods for own work 2.6 Identify and solve problems in own work, when they arise, using the support of other people when necessary 2.7 Inform other people of progress with own work 2.8 Produce work to agreed deadlines or renegotiate targets, timescales and plans in good time 2.9 Work independently, taking responsibility for own work and accepting responsibility for any mistakes made 2.10 Follow agreed guidelines, procedures and, where appropriate, codes of practice


03. Be able to improve own performance using feedback

3.1 Ask for and accept feedback from other people on own work 3.2 Evaluate own work and use feedback from other people to identify areas for improvement 3.3 Identify ways to improve own work from evaluation and feedback 3.4 Complete a range of tasks, consistently putting identified improvements into practice 3.5 Evaluate effectiveness of improvements by re-evaluation of own work and by seeking feedback

04. Be able to improve own performance using a learning plan

4.1 Identify areas of own work where further learning and development could improve performance 4.2 Develop, with others as appropriate, a learning plan that meets a need to improve own performance 4.3 Complete the activities in the learning plan 4.4 Apply the new learning to own work 4.5 Review own performance, with others as appropriate, and update the learning and development plan

05. Be able to behave in a way that supports effective working

5.1 Identify and set appropriate standards for own work (high, in line with others’ needs and expectations) 5.2 Produce a range of examples of own work that show achievement of the identified standards 5.3 Provide examples of own work that show responses to the need to overcome difficulties and setbacks (eg changed requirements, problems with resources, availability of information) 5.4 Provide examples of own work that have been completed under pressure (eg. tight deadline, dealing with conflict) 5.5 Explain to others, own needs and rights, when necessary 5.6 Provide examples of own work where it has been necessary to take on new challenges (eg. new skill, new activity new role) 5.7 Provide examples of own work where it has been necessary to make changes (eg. new method, new requirements) 5.8 Provide examples of own work that show how other people are treated with honesty, respect and consideration 5.9 Give help and support to other people in a work environment

06. Understand the importance of effective communication

6.1 Give examples of a range of work situations in which effective communication is important 6.2 Identify examples of effective spoken and written communication


07. Know how to focus actively on what others are communicating

7.1 Identify ways of listening effectively to other people 7.2. Identify ways of reading to ensure that the main points of a piece of text are identified

08. Know how to structure and present information clearly and accurately

8.1 Describe ways of structuring information so that it is clear and accurate 8.2 Describe ways of presenting information that will help to make it clear

09. Understand the importance of adapting communication to meet the needs of different audiences

9.1 Give reasons for adapting communication at work to meet the needs of different audiences 9.2 Give examples of methods for adapting communication at work to meet the needs of different audiences

10. Understand how non-verbal communication affects a person’s impact on other people

10.1 Give examples of non-verbal communication 10.2 Identify examples of non-verbal communication and explain their likely effect in a work environment

11. Know and understand how to contribute positively to discussions

11.1 Give reasons for making positive contributions to discussions 11.2 Give examples of techniques for active listening in discussions 11.3 Describe ways of making positive contributions to discussions in a work environment

12. Understand the importance of giving other people the opportunity to contribute their ideas and opinions, and of showing that these have been taken into account

12.1 Give reasons for giving other people the opportunity to contribute ideas and opinions, and of showing these have been taken into account

13. Know how to provide written information in a way that meets the needs of different audiences

13.1 Identify a range different methods of presenting written information in a work context, explaining the type of audience for which each method is suitable 13.2 Give reasons for clarifying audience needs when presenting information in writing 13.3 Give reasons for confirming that written information meets audience needs

14. Understand the importance of planning work

14.1 Give reasons for planning work

15. Understand the importance of accountability to others at work

15.1 Explain the importance of accountability to others at work, and why planning work is part of accountability

16. Know how to negotiate realistic targets for own work

16.1 Explain what is meant by negotiating a realistic work target 16.2 Describe ways of negotiating realistic work targets

17. Understand the importance of negotiating realistic targets for own work

17.1 Give reasons for negotiating realistic targets for own work


18. Know how to prioritise targets and set timescales

18.1 Identify factors that would be taken into account when prioritising targets 18.2 Identify factors that would be used to set timescales

19. Understand the types of problems that may occur during own work and how to solve them

19.1 Describe a range of problems that may occur when carrying out planned tasks at work 19.2 Give examples of methods for solving problems when carrying out planned tasks at work

20. Understand the importance of keeping other people informed about progress

20.1 Give reasons for keeping other people informed about progress on work activities

21. Understand reasons for giving other people sufficient notice if own plans need to be revised

21.1 Explain the importance of giving people notice about the need to change work plans 21.2 Identify problems that may occur if notice about changing plans is not given

22. Understand the importance of acknowledging and learning from own mistakes

22.1 Give reasons for acknowledging and learning from mistakes (benefits to self, benefits to others)

23. Understand the importance of guidelines, procedures and codes of practice in a work environment

23.1 Explain what is meant by guidelines, procedures, and codes of practice 23.2 Identify a range of work situations where a guideline, procedure or code of practice may be used 23.3 Give examples of problems that may occur if guidelines, procedures or codes of practice are not followed

24. Understand the importance of continuous improvement at work

24.1 Give reasons for improving own performance at work

25. Understand the importance of encouraging and accepting feedback from others at work

25.1 Explain what is mean by feedback 25.2 Explain the benefits of encouraging and accepting feedback from others at work

26. Know how to evaluate own work 26.1 Identify different ways of evaluating own work

27. Understand the importance of testing out possible improvements to own work

27.1 Explain the importance of testing out possible improvements to own work, using possible outcomes of improving own work as examples

28. Understand how learning and development can help to improve own work and career prospects

28.1 Explain a range of benefits of continuing learning and development for work and for career prospects

29. Know about and understand own possible career progression routes

29.1 Identify a range of areas of work or learning that might be personal progression routes

30. Know about and understand own possible learning and development opportunities

30.1 Identify a range of personal learning and development opportunities

31. Know how to develop a personal learning plan

31.1 Describe ways of developing a personal learning plan

32. Understand the importance of setting high standards for own work

32.1 Give reasons for setting high standards for own work, including outcomes for self and others


33. Know how to set high standards for own work

33.1 Describe ways of setting high standards in own work

34. Know how to cope with pressure in a work environment

34.1 Identify possible sources of pressure in a work environment, and describe ways of dealing with the pressure

35. Understand the importance of accepting and dealing with setbacks in a work environment

35.1 Give reasons for accepting and dealing with setbacks in a work environment

36. Know how to deal with setbacks in a work environment

36.1 Identify possible causes of setbacks in a work environment, and describe ways of dealing with them

37. Understand the importance of being assertive in a work environment

37.1 Give reasons for being assertive in a work environment

38. Know the meaning of being assertive in a work environment and recognise situations that need assertive behaviour

38.1 Explain the meaning of assertiveness in a work environment, identifying the need to work effectively and positively with others 38.2 Give examples of situations in a work environment that may need assertive behaviour, describing the type of assertive behaviour that might be used

39. Understand the importance of taking on new challenges and adapting to change

39.1 Give reasons for undertaking new challenges at work, for self and for others 39.2 Give reasons for adapting to change in a work environment

40. Understand the importance of treating others with honesty, respect and consideration

40.1 Explain the importance of treating others with honesty, respect and consideration

41. Know and understand the types of behaviour that show honesty, respect and consideration for others and the types of behaviour that do not

41.1 Give examples of types of behaviour that show honesty, respect and consideration for others at work, and explain the likely effects of this behaviour 41.2 Give examples of types of behaviour that do not show honesty, respect and consideration for others at work, and explain the likely effects of this behaviour

42. Know how to help and support others at work, and understand the importance of giving help and support to others

42.1 Give examples of ways in which help and support may be given to others at work 42.2 Explain the importance of giving help and support to others


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307 Work within your business environment

QCF Reference Number L/501/0839

Level: 3

Credit Value: 18



01. Be able to work to achieve an organisation’s purpose and values

1.1 Complete work tasks that show support for an organisation’s overall mission and own team’s objectives 1.2 In work tasks, follow the policies, systems and procedures that are relevant to own role and job 1.3 Undertake a range of work activities that show use of an organisation’s values in all aspects of the work 1.4 Undertake work with outside organisations and individuals, that shows how image of own organisation is protected and, where appropriate, improved 1.5 Seek guidance from others when unsure about organisational objectives, policies, systems, procedures and values 1.6 Complete work activities that show contribution to improving objectives, policies, systems, procedures and values in a way that is appropriate to own role

02. Be able to apply own employment responsibilities and rights

2.1 Locate and access information about own employment responsibilities and rights 2.2 Complete work activities and behave at work in a way that is consistent with own contract of employment 2.3 Identify situations where it might be necessary to assert own employment rights when necessary, (eg entitlement to breaks, work environment), and agree outcome if appropriate 2.4 Seek guidance to obtain needed information, when unsure about own employment responsibilities and rights


03. Be able to use sustainable work practices in a business and administration work environment

3.1 Keep waste of materials and resources to a minimum 3.2 Follow procedures, where relevant, for recycling and the disposal of hazardous materials 3.3 Follow procedures for the maintenance of equipment 3.4 Review working methods, including the use of technology, and identify and take forward ways of improving efficiency 3.5 Identify sources of equipment and materials that provide best value for money and, if appropriate, make choices 3.6 Give support to colleagues in a work environment that provides opportunities for them to maximise their performance and their value to the organisation

04. Be able to support diversity in a business and administration work environment

4.1 Show interaction with other people, at work, that demonstrates: a) sensitivity to individual needs b) respect, as appropriate, for background, abilities, values, customs and beliefs 4.2 Obtain feedback or guidance from other people and use this to improve: a) own work and work methods b) own interaction with others 4.3 Describe own organisation’s procedures and legal requirements in relation to discrimination legislation

05. Be able to maintain security and confidentiality

5.1 Use procedures, at work, to maintain the security of property in a way that is consistent with own organisation’s procedures and legal requirements 5.2 Use security procedures, at work, to ensure the security and confidentiality of information in a way that is consistent with own organisation’s procedures and legal requirements 5.3 Identify in own organisation, the appropriate person to whom concerns about security should be reported 5.4 Give examples of situations where security concerns should be reported and, where necessary, report any concerns about security and confidentiality to the appropriate person


06. Be able to assess and manage risk in a business and administration environment

6.1 Identify and agree possible sources of risk 6.2 Assess and confirm the level of risk 6.3 Put in place ways of minimising risk 6.4 Provide evidence of monitoring risk 6.5 Provide evidence, where appropriate of identifying new risks 6.6 Follow risk procedures, to deal with newly identified risks 6.7 Evaluate own experience of assessing and managing risk 6.8 Identify and record own learning and development needs arising from assessing and managing risk

07. Know and understand the sector in which own organisation operates

7.1 Identify the purpose and main functions of the sector in which own organisation operates

08. Understand own organisation’s mission and purpose

8.1 Explain own organisation’s mission and purpose

09. Understand how own organisation compares to other organisations in the same sector

9.1 Describe role of own organisation and compare with other organisations in the same sector, to include: a) points of similarity b) points of difference

10. Know and understand own main responsibilities at work

10.1 Identify own main responsibilities at work 10.2 Give examples where own responsibilities at work affect own way of working

11. Understand how own role fits into own organisation’s structure and contributes to its operation

11.1 Explain own role in an organisation in terms of : a) position within structure b) tasks carried out and how they contribute to the operation

12. Know and understand the policies, procedures, systems, and understand the values, of own organisation that are relevant to own role

12.1 Give examples of any policies, procedures and systems of own organisation that apply to own role 12.2 Explain the meaning and purpose of any organisational values that apply to own role

13. Know and understand how to apply own organisation’s values and policies in own work

13.1 Explain the effects on own role of any relevant organisational policies, procedures and systems 13.2 Explain how own role is affected by relevant values

14. Know who to consult in an organisation if unsure about policies, objectives, systems and values

14.1 Identify the person or department to consult in own organisation for information about policies, objectives, systems and values

15. Know how to help to improve policies, objectives, systems and values in a way that is appropriate to own role

15.1 Give examples of ways of improving the policies, systems and values of own organisation, in a way that is appropriate to own role

16. Know and understand which aspects of employment are covered by law

16.1 State which aspects of employment are covered by law 16.2 Give reasons for why these aspects of employment are covered by law


17. Know and understand any industry-specific legislation and regulations that are relevant to own role

17.1 State which aspects of own work are covered by industry-specific legislation and regulations 17.2 Give reasons for why these aspects of own work are covered by industry-specific legislation and regulations

18. Understand the importance of legislation in upholding and protecting the rights of both employer and employee

18.1 Give reasons for the importance of legislation in upholding and protecting the rights of both employer and employee

19. Know and understand the main terms and conditions of a contract of employment

19.1 Identify main terms and conditions in own contract of employment, or a typical contract 19.2 Explain the meaning of main terms and conditions in own contract of employment, or a typical contract

20. Know who to contact in an organisation in case of grievance at work or the need for guidance and support on an employment issue

20.1 Identify the person or department to consult in an organisation in case of a grievance at work, or the need for guidance and support on an employment issue

21. Know what to do in the event of witnessing or experiencing discrimination or bullying at work

21.1 Describe the actions to be taken in the event of witnessing or experiencing discrimination or bullying at work

22. Know the procedures to be followed in case of personal illness or the need to take time off from work

22.1 Describe the procedures to be followed in an organisation, in case of personal illness, or the need to take time off work

23. Know the types of information that are recorded in personnel records, understand why these are needed, and know what to do in order to report changes to this information

23.1 State the types of information that are recorded in personnel records 23.2 Give reasons for why this information is included in personnel records 23.3 State the procedures to be followed when information needs to be changed in personnel records to include: a) by the employee b) by the employer

24. Understand the importance of minimising waste in the workplace

24.1 Give reasons for minimising waste in the workplace

25. Know the main causes of waste in a business and administration environment and how to minimise this waste

25.1 Identify the main causes of waste in a business administration environment 25.2 For each cause, give an example of how to minimise this waste

26. Understand the importance of recycling and know own organisation’s procedures for recycling

26.1 Give reasons for recycling materials in a work environment 26.2 Describe, where relevant, own organisation’s procedures for recycling

27. Know the correct procedures to follow for the disposal of hazardous materials in a business and administration environment and understand the importance of following these

27.1 Give examples, where relevant, of the correct procedures for the disposal of hazardous materials that may be found in a business and administration environment 27.2 Give reasons for following correct procedures for the safe disposal of hazardous materials in a business and administration environment


28. Know the relationship between regular maintenance of equipment and minimisation of waste in a business and administration environment

28.1 Give examples from a business and administration environment, where regular maintenance of equipment may lead to minimisation of waste

29. Know the different types of technological aid that are commonly found in a business and administration environment and understand how each type may be used to work more efficiently

29.1 Identify types of technological aid that are found in a business and administration work environment 29.2 Explain how the different types of technological aid can be used to work more efficiently

30. Know how to select sources of materials and equipment that will provide best value for money

30.1 Describe ways of selecting sources of materials and equipment, for a business and administration environment, and methods for identifying what will be best value for money

31. Understand the importance of helping to develop and support work colleagues so that they can work effectively and efficiently and the benefits to own organization

31.1 Give reasons for helping to develop and support work colleagues to include: a) benefits to work colleagues b) benefits to own organization

32. Understand what is meant by ‘diversity’, in a work environment, and why it should be valued

32.1 Explain what is meant by the term ‘diversity’ when used in a business and administration work environment 32.1 Give reasons for valuing diversity in a work environment

33. Know and understand what advantages diversity can bring to an organisation

33.1 Give examples of advantages to an organisation that come from diversity 33.2 Explain the positive effects on an organisation that come from diversity

34. Know how to be sensitive to people’s individual needs and respect their abilities, background, values, customs and beliefs

34.1 Give examples of methods that can be used in a work environment, to show sensitivity to people’s individual needs, and to respect their abilities, backgrounds, values, customs and beliefs

35. Know about ways in which learning can come from others in a work environment

35.1 Give examples of ways in which others in a work environment can contribute to own learning

36. Understand the importance of maintaining security and confidentiality in a work environment

36.1 Give reasons for maintaining security and confidentiality in a work environment

37. Know about legal and organisational requirements in relation to security and confidentiality

37.1 Give examples of requirements that are in place in a work environment to ensure security and confidentiality to include: a) legal requirements b) arrangements that may be made by an organisation

38. Know the procedures to follow in case of concerns about security and confidentiality

38.1 Describe the procedures that should be followed in a work environment in case of concerns about security and confidentiality

39. Know and understand the sources of risk in own work including health and safety

39.1 Identify possible sources of risk in own work, or in a business and administration work environment, including those that relate to health and safety 39.2 Give examples to explain why a business and administration environment has activities and equipment that may present risk, including health and safety


40. Know how to assess and monitor risk

40.1 Describe ways of assessing and monitoring risk in a business and administration environment

41. Know and understand methods that can be use to minimise risk

41.1 Identify methods for minimising risk in a business and administration environment 41.2 Explain the main purpose of each method and when and how it might be used to minimise risk

42. Understand the importance of learning from mistakes

42.1 Give reasons for learning from mistakes to include: a) benefit to self b) benefit to others and to organisation

201 produce documents · pdf filedifferent types of document style 3.1 identify a range of...

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