bc generic skills

8/6/2019 Bc Generic Skills

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Generic Skills

Generic Skills

1. Business Management and Development

2. Communications

3. Financial Planning & Management

4. Marketing and Customer Service

5. Project & Contract Management

6. Human Resources

7. Computer Skills

The United Kingdoms international organisation for educational opportunities and cultural relations.We are registered in England as a charity.


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Business Management and Development

Definition

The ability to develop, sustain and grow the business in line with corporate strategic priorities for income and impact: to formulate businessstrategy, to understand crucial business drivers, both internal and external, and assess various business development options and interrogatemanagement information. Effective management of resources across the business.

Area ofResponsibility

Level 1 Level 2 Level 3

Market analysisand businessintelligence

Understands the importance ofmarket analysis and is aware ofmarket trends, including competitoractivity.

Collects and uses relevantquantitative and qualitative data onthe target audience or market.

Contributes to the identification andanalysis of needs for existing andnew markets, clients, partners andcustomers.

Establishes and implements systemsto collect, analyse and disseminatemarket information.

Identifies and understands marketsegments, applies this knowledge inanticipating and meetingclient/customer/partner needs and

generates a creative and successfuloffer in response.

Monitors market trends and potentialopportunities.

Recognises the need for market intelligenceand is responsible for the design of marketresearch.

Understands and uses market intelligencee.g. market gaps and competitor position inthe development of new sources of incomegeneration and commissioning of new

products and services which achieve theincome and impact required.

Assesses and makes judgements on marketintelligence either to expand businessopportunities, commission newproducts/services or to decommissionexisting work.

Businessstrategy

Understands how new activitiessupport achievement of corporateoutputs.

Ensures that activity is in line withtechnical and financial businessobjectives.

Makes a measurable contribution tothe development of business strategyand value for money indicators.

Positions the business for now andthe future by identifying innovativesolutions to achieve impact andrevenue targets.

Understands negotiation tools andtechniques and can apply these tosupport the achievement of businessobjectives.

Establishes business strategy and leads therealisation of dual-key plans.

Leads on the design of innovative business

development approaches and theassessment of delivery mix to achievemaximum impact and income for the BC andclients / customers / stakeholders / partners.

Leads on the development andimplementation of negotiation strategies andpartnership agreements that lead toenhanced business achievements.

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Product andservicedevelopment

/commissioning

Understands the need to developand/or commission new products,services and solutions that supportthe delivery of corporate objectivesand meet stakeholder andcustomer needs.

Develops, through recognisedplanning processes, new projectsand services with an understandingof which approaches will work in localcontext and of how it will facilitateachievement of corporate outputs.

Understanding of and the ability tomanage commissioning andtendering processes.

Takes the lead for product and servicedevelopment across a portfolio of services.

Recognises and manages either gaps in the

product/service portfolio or opportunities fornew products and services.

Responsible for identifying, designing andsecuring appropriate competitively tenderedprojects.

Managing Risk Demonstrates an understanding ofbusiness risk and can identifywhere risks may originate from.

Undertakes business riskidentification and analysis for specificinitiatives in line with BRMF. Usesthis to inform approach and managerisk.

Responsible for risk and opportunityidentification across the business andunderstands when a level of risk isacceptable.

Complies with Business Risk Management

Framework responsibilities (if identified as aBMRF Process Owner).

Managingrelationshipswith customers,clients andstakeholders

Collects and analyses client /stakeholder / partner feedback andperceptions and identifies needswithin specific area of work.Identifies barriers to servicedelivery and contributes to theirresolution.

Communicates consistently andeffectively with stakeholders and

responds to changingcircumstances in order to enhancebrand and reputation.

Takes the lead role in managing theclient and stakeholders for a specificactivity.

Keeps abreast of operating context.Uses stakeholder analysis, facilitationand problem solving approaches toresolve issues and remove barriersto effective service delivery.

Identifies important relationships anddevelops strategies to strengthenthese within specific area of work.

Manages complex or strategically importantclient/stakeholder/partner relationships, whichachieve significant impact for the Council.

Anticipates changing circumstances andbarriers to stakeholder engagement andtakes action to minimise these.

Resourcemanagement forbusinessdevelopmentandimplementation.

.

Understands and uses human,financial, IT and knowledgeresources efficiently and effectivelyin order to achieve results.

Has strong sense of value formoney and understands theimportance of delivering withinexpenditure and income budgets.

Negotiates and manages thedeployment of resources in efficientmanner and in the context of a clearunderstanding of overall strategy.

Identifies and actively manages thedevelopment of staff skills that areneeded when building new strategiesand business.

Takes the lead and is responsible for theefficient use of all resources in order toachieve corporate outputs.

Uses the commissioning process to alignresources with priorities.

Develops effective resource managementstrategies and policies for a portfolio of work

and monitors their implementation.

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Supports procurement andnegotiation processes.

Understands how to use andcommunicate managementinformation.

Identification and management ofresource risks including anticipatingchanging circumstances andmediating between conflicting needsand expectations.

Monitoring andEvaluation

Understands the importance ofevaluation. Is thorough in thecollection and communication ofevaluation data.

Supports the achievement oftargets and monitors own

contribution towards these.

Builds monitoring and evaluation intothe business strategy.

Grounds evaluation in externalmarket context and adjustsmeasurement to provide clearevidence of effectiveness.

Studies evaluation data to see if newapproaches have had the desiredimpact, reflects on lessons learnedand communicates the results ofvaluation.

Identifies best practice, learning, newprocesses or ways of working that lead tocost savings/improved delivery beyond teamlevel.

Agrees measurable and challenging targetsfor individual initiatives and manages

progress towards these.

Ability to understand and interpret the resultsand leads on the discussion anddissemination of the results.

Links to Job Families

1. Human Resources.

2. Contract Management.

3. English.

Links to Behavioural Competencies

1. Achievement.

2. Analytical thinking.

3. Entrepreneurship.4. Leading and developing others.

5. Relationship building for influence.

6. Working strategically.

7. Customer service orientation.

Links to generic skills.

1. Human Resource Management.

2. Financial planning and management.

3. Contracts and projects.

4. Marketing and customer service.

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Area of Responsibility Level 1 Level 2 Level 3

Speaking and listeningskills

Contributes to discussions andpays attention to the timing andsetting of discussions

Is able to express non-complexideas, thoughts and feelings

Gives feedback honestly andconstructively

Asks questions when he/she doesnot understand what is being saidor to clarify the issue

Listens attentively, usesappropriate tone of voice and ispolite

Makes balanced and effectivecontribution in difficult situations e.g.conflicts between staff members

Communicates ideas clearly, effectively,persuasively to an individual or a group

Varies speaking style according toaudience

States different and/or critical opinionswithout causing offence

Is aware of his/her own and others bodylanguage

Contributes to meetings effectively toensure all parties can respond and/orparticipate

Delivers presentations effectively

Acts as a sounding board for colleagues

Listens empathetically (paying attentionto words, feelings and thoughts of thespeaker, and responding appropriately)

Motivates, encourages and inspiresindividuals and groups throughappropriate use of language andmanner

Delivers presentations to internaland external audiences, andhandles questions effectively

Able to communicate directly andappropriately with senior externalstakeholders (e.g. at receptions,presentations etc)

Uses consultancy skills (listening,questioning, analysing issues,outlining options etc.) to enhanceunderstanding and help othersexpress and develop their ideas

Understanding purpose Judges when to communicate andunderstands theimpact/consequences of his/hermessage on others

Ensures communications areappropriate to purpose andprepares for important discussions

Has a basic understanding of thecultural environment in whichhe/she is communicating

Develops, implements and evaluates aneffective communication strategy andplan

Applies level 1 principles in complexcommunications to diverse audiences

Demonstrates an understanding of the

wider environment (cultural, political,social etc.) in which he/she iscommunicating.

Plans and manages acommunications programme todeliver corporate and businessobjectives

Takes calculated risks withcommunications in order to provokea desired response

Understanding theaudience

Identifies and understands thecommunications needs,expectations and preferences of theaudience he/she wants tocommunicate with

Adapts his/her approach for simplemessaging to his/her audience

Analyses the communication needs ofnew target audiences

As appropriate, encourages andgenerates two-way communications withtarget audiences to increase mutualunderstanding and adaptcommunications as required.

Uses market research techniquesto improve understanding of anaudiences communicationspreferences and needs (now and inthe future)

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Understanding tools andmedia

Chooses between basiccommunication methods dependingon context

Is aware of and understands how to usea wide range and the right combinationof communication tools as appropriate

Understands the impact of different tools

Evaluate effectiveness ofcommunications

Able to plan and manage multi-media communications programme

Assesses potential of new andexisting communicationstools/media

Develops new and existingcommunications tools and media

Knowledge Sharing Passes on information proactivelyand in a timely manner

Finds out where knowledge andinformation are held

Is aware of British Councilknowledge sharing practices andtools

Understands the importance of

appropriate knowledge sharing

Is aware of and applies BritishCouncil Records standards andguidelines

Understands and applies dataprotection principles

Demonstrates commitment to sharinginformation and knowledge withcolleagues throughout the organisation

Able to build appropriate networks

Encourages others to share informationand knowledge with one another.

Able to create knowledge sharingstrategy for project/business


1. Marketing and Communications

2. Web, Knowledge and Information Management


1. Analytical thinking

2. Customer service orientation

3. Flexibility

4. Intercultural Competence

5. Leading and Developing Others

6. Professional Confidence

7. Relationship-Building for Influence

8. Self-Awareness

9. Teamworking

10. Working Strategically

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Financial Planning and Management

Definition

Financial Planning and Management is the ability to cost activity and manage the budgets set. It involves the planning and delivery of agreedresults/outputs within established criteria for budget and timescale, using the appropriate policy and process.


Level 1

This level - will be expected toseek guidance from L2 and L3

Level 2 Level 3

Although not specifically stated L3will provide guidance to L1 and L2

Risk Management Awareness of corporate/globalpolicies and processes in relation torisk management including thebusiness tool, Business RiskManagement Framework (BRMF)and know where to locate thisinformation

Knowledge and experience ofcorporate/global policies and processesin relation to risk (including BRMF) andhow these link todepartmental/country/regional level riskmanagement

Ability to identify and manage these

risks

Communicates exceptions atdepartmental/country/regional level

Lead on the management of risk, byassigning roles and responsibilities,ensuring reviews take place and risksare managed at adepartmental/country/ regional level

Ability to identify opportunities andmanage any financial risks associated

with them

Takes responsibility for reportingexceptions to the appropriate seniormanagement forum

Planning andForecasting

Awareness of BC planning cycle anddeadlines and where to locate thisinformation

Understanding of process to set upand maximise benefits of an effectivemanagement reporting structure(WBS + cost codes) includingbudgets and commitments

Has basic knowledge of the conceptof cashflow (movement of money inand out of the organisation) andprovides the relevant financialinformation to budget holder as partof the cash flow forecasting exercise

Knowledge and application of BCplanning cycle plus policies, processes(FPS) and timetables

Contributes to departmental/country/regional financial plan

Uses systems to accurately cost a

project/activity

Supervises the setting up of a financialmanagement reporting structure (WBS+cost codes for FABS countries)including budgets and commitments

Produces a cash flow forecast forproject/activity

Ability to produce a financial plan tosupport programme of activity fordept/country/region

Ability to cost activity, including costbenefit analysis where appropriate

Ability to construct pricing structures

(e.g. pricing exams, course fees)

Use forecasting as a tool to identifypatterns/trends in expenditure/income

Monitoring andReporting

Understand how to access reportsand verify transactions posted tobudgets, where financial role permits

Knows how to create and maintain

Understand how to access and processreports, including income andexpenditure statements and balancesheet

Takes lead responsibility for monitoringand reporting at departmental/country/regional level

Able to analyse and interpret complex

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Level 1


Level 2 Level 3


financial management informationrecords for projects/activity (showing

budget, actuals, commitments andforecast outturn)

Understands how to review thestatus of creditors and debtors andknow how to escalate problem itemsas appropriate

Has basic knowledge of BRMF toolfor monitoring and is aware of theirown role in this process

Monitor financial performance againsttargets and takes action to manage

exceptions (e.g. over/underspend on aparticular budget)

Monitor creditors and debtors and reportexceptions at BRMF meetings asappropriate

financial data in order to makeappropriate

recommendations/proposals tobusiness plans/projects

Reports directly and appropriately withinternal and external stakeholders onfinancial matters

Receipts Process:

Invoiced and non-invoiced

Knowledge of customer master data -process plus content and data

standards

Ability to run debtor reports or knowwhere to access them and identifydebtor position e.g. check if amountsare overdue

Awareness of the concept ofreconciliation and ability to prepare astatement of expected income whererequired

Knowledge plus application of bad debtpolicy and process

Checks and approves reconciliation ofreceipts to cash banked (whererequired)

Lead on any bad debt applications forwrite off

Takes responsibility for ensuringreconciliation of receipts to cashbanked are completed where required

Payment Process Knowledge of the procedures for

setting up vendors on the corporatesystem (SAP)

Awareness of payment systemprocess and document standards,including travel and expenses, orwhere to locate the information

Knowledge of, and manages, the risks

associated with setting up of vendorsEnsures payments are processedcorrectly and creditors are effectivelymanaged

Ensure that resources are in place,

roles and responsibilities are clearlydefined and allocated and that there iscompliance with corporate standards,to enable the payment process to runefficiently and effectively

Impact of financialtransactions onBC statutory

reporting plus

Has a basic awareness of howtransactions impact on corporateaccounts

Understands how transactions impacton the corporate accounts

Understand internal management

Demonstrates an understanding of thewider environment in which theorganisation is operating and the

impact this has on financial

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Level 1


Level 2 Level 3


other reportingobligations

Awareness of statutory and internalmanagement principles and

practices, including accruals, andwhere to locate guidance e.g.Essential Finance

Ability to correct accounting entriesand to cross charge betweenbusiness activities or provide relevantinformation for the journal to beraised.

principles and practices, includingaccruals, in the recording of transactions

transactions, e.g. devaluation

Takes lead responsibility for ensuring

that transactions are properly recordedin the accounts


4. Finance

5. Contract Management


8. Analytical Thinking

9. Holding People Accountable

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Marketing and Customer Service

Definition

Putting customers (people whom we engage with internally or externally e.g. colleagues, clients etc.) at the centre of delivering focussedproducts and services at the right time, in the right place and in an appropriate way.


Understanding the BritishCouncil and its values

Understands the British Counciland works within the values

- Who we are

- Why we are here

- What we want to achieve

Ensures new colleaguesunderstand and apply BritishCouncil Values

Positively influences all customersabout British Council in a mannerthat encourages them to engagewith the organisation

Takes responsibility for championingthe brand and ensuring that brandvalues are embedded in allprogrammes, projects, products andservices

Understanding potentialmarkets/customers

Provides input into basicadministration of market research

Recognises potential customersand actively promotes BritishCouncil products and services tothem

Understands the importance ofmarket research and the benefitsit provides

Supports the development ofproducts, services, projects andactivities for agreed target groups

Applies customer/market intelligencein formulating strategy

Takes responsibility for shapingresponse to the needs of keysegment groups to achieve businessbenefits

Understanding customerneeds

Is able to gather required customerand market information

Applies knowledge of DataProtection and Freedom ofInformation standards

Establishes systems to collect andanalyse customer and marketinformation

Commissions, scopes and co-ordinates appropriate customer andmarket research

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Responding to customerneeds

Controls the interaction with thecustomer. Listens effectively anduses questioning skills to clarifycustomer needs

Delivers excellent service at all

points of contact

Plans and supports a serviceapproach that balances apersonalised delivery withbusiness needs.

Investigates service delivery and

provides solutions to anyproblems/issues.

Shapes and leads on MCS strategythrough applying:

knowledge of the externalenvironment (political,sociological, economic,environmental, technological andlegal aspects);

interpreting market information;

having a comprehensive

understanding of the nature,

profile and demands of customers

Leverages and exploits available

resources to better meet customer

needs and expectations.

Building strong relationships

which add value to theUnited Kingdom

Uses strong interpersonal skills to

build effective rapport withcustomers

Uses systems to accurately

manage customer information

Ensures staff have sufficientmarketing/customer service skills

Uses knowledge of best practice in

customer relationship managementto make strategic decisions.

Obtaining and evaluatingfeedback

Actively and systematically collectsfeedback and data through avariety of means

Analyses and evaluates actualcustomer experience againstexpectations using feedback,benchmarking and managementinformation.

Feeds management informationinto continuous customer serviceimprovement.

Makes strategic decisions on productand service development, balancingcustomers needs and expectationswith organisational priorities,objectives and resources.

Promotes by example a culture ofcontinuous improvement.

Links to Job Families6. Marketing and communications

Links to Behavioural Competencies1. Customer service orientation2. Relationship building for Influence3. Inter-cultural competence4. Self awareness5. Analytical thinking6. Working strategically

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Project and Contract Management

Definition Delivering client and partnership funded projects and contracts, and internally commissioned projects, using the project cycle ofidentification and development, implementation and evaluation and reporting; understanding the context of projects and contracts and theircontribution to British Council purpose.


Context, market andstakeholders

Understanding the contextand market to identify anddevelop new projectopportunities, and managingclients/partners/ stakeholders

Understands project identificationprocesses and demonstratesability to contribute to these.

Uses effective approach tocommunicating with projectstakeholders to maintainrelationships.

Applies knowledge of organisationalpurpose, strategy and businesscontext to identify appropriate projectopportunities, products and services,and partnerships, underpinned bydual-key planning.

Manages and developsclient/partner/stakeholder

relationships that support the deliveryof specific projects

Assesses and makes judgementson project investments that achievemaximum impact against corporateoutputs and business targets.

Responsible for identifying,managing and developing strategicrelationships with principal clients,partners and stakeholders.

Development and delivery Understands processes fordeveloping proposals anddemonstrates ability to contributeto these

Contributes to the developmentand implementation of projectplans and schedules usingappropriate systems and tools.

Undertakes assigned role(s) in

project delivery to internal andexternal client/partner/stakeholdersatisfaction.

Leads the development/authoringand quality review of projectproposals to corporate standards andinternal/external client requirements.

Takes lead responsibility for theimplementation of projects atdifferent stages of the project cycle toensure delivery of project outputsand targets and manages change.

Designs and manages logically inter-related input plans, costings,schedules and responsibilitymatrices, revenue forecasts and workbreakdown structures.

Leads the development of highlycomplex and business criticalproject proposals using appropriatetools, business processes andsystem standards.

Ensures fit between project leveloutputs and targets and theachievement of corporate outputs.

Takes lead responsibility for

implementation of highly complexand business critical projects.

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Tendering andprocurement

Application of tenderingprocess (competitive and

single source) to winbusiness; procurement ofgoods, services, internal/external resources to supportproject delivery

Understands basic contractingterminology and uses thisappropriately

Has basic understanding of

tendering and procurementprocedures

Supports the procurement andmanagement of: project goodsand services, and internalresources.

Leads in developing, negotiating andmanaging pre-contract agreements,contracts and Service LevelAgreements with individuals,departments and organisations.

Designs appropriate tenderdocuments. Manages theprocurement process to internal andexternal client standards for specificprojects.

Leads on the identification,procurement and management ofgoods, services, and internal/external resources (includingconsultants, partners and suppliers).

Manages the tendering process tocorporate and external standardsacross a portfolio of projects.

Negotiates and manages strategic

partnerships which enhance BCsreputation.

Is responsible for and manages theprocurement process to secureinternal and external resources tocorporate and external standardsacross a portfolio of projects

Managing risk Demonstrates an understandingof project risks and operatingcontext, and adjusts planningaccordingly duringimplementation.

Undertakes business riskidentification (technical and financial)and analysis for specific initiatives.Uses this to inform approach andmanage risk.

Responsible for risk and opportunityidentification and businessassurance across a portfolio ofprojects.

BRMF Process Owner for projectrelated areas (as appropriate).

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Human Resource Management

Definition

HR management is about managing and coaching staff to ensure effective and innovative corporate/business delivery. It is about defining thestructure, numbers and skills in teams, setting challenging and realistic objectives for staff and ensuring they are both effectively developed and

performance managed in line with our policies and legislation. The aim is to achieve or exceed corporate/business objectives by ensuring staff feelmotivated and confident about working creatively in a supportive and inspiring culture that is in line with our values and EO and Diversity.


Resourcing:

Establishing and maintainingappropriate structure, numbersand skills in teams (staffingprofile) to enable the businessto meet itsgoals and objectives

Understanding of the businessobjectives and goals of theteam/department/country/region;being clear about own role andthe roles of others, and how thiseffects the staffing needs andprofile

Awareness of the relevant HRpolicies and procedures andknowledge of where to obtainguidance on them

Awareness of the British CouncilsEO & Diversity policy

Contributes to the development ofthe staffing profile for theteam/dept/country/region in linewith the business/country/regionalplan

Good knowledge of BCrecruitment and selection policiesand processes

Ensures an equal balance in thedistribution of work within theteam/dept/region

Ensures EO & Diversity policiesand procedures are considered inwork planning and distribution

Knowledge of the different staffingcontracts used locally.

Knows where and when to seekadvice on local legislation.

Advocates appropriate changes tothe personnel profile as requiredto maintain efficiency

Assesses and makes judgements onthe correct staffing profile to deliverthe business objectives/goals and anunderstanding of any associatedrisks

Leads recruitment exercises,adhering to HR policies. Ensuresothers are trained in this area.

Ensures staff are employed in linewith Council policies and incompliance with local legislation.

People and performance:

Enhancing business outputs byenabling staff to perform at

their optimal level

Awareness and understanding ofthe performance managementcycle and active engagement in

the process

Uses Performance Managementtools to induct, manage, developand evaluate staff performance

Engagement and promotion ofperformance management system toensure best practice

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Gives and receives feedbackinforming own and othersperformance

Awareness of the relevant HRand health & safety policies andprocedures that affect people andperformance

Working knowledge of HR policiesand procedures relating to themanagement of staff

Takes a lead in developing thecapacity of others to apply Councilstandards in key HR areas such asrecruitment, induction, performance

management, EO and Diversity.

Ensures Health & Safety guidelinesare adhered to, to mitigate risk withinthe business

Acts on feedback from the StaffSurvey, to enhance own and staffperformance and motivation

Ensures staff terms and conditions ofservice are reviewed regularly andare in line with HR policies and local

legislationDevelopment:

Enabling staff to acquire anddevelop the skills to maximisetheir potential and performance

Awareness of the developmentopportunities available within theorganisation for both individualand business growth

Takes responsibility for selfdevelopment and career planning

Consistent approach to staffdevelopment through the use ofcoaching and mentoring

Analyse skills needs/requirementsand identifying potential gaps

Understands role as a facilitator ofothers, and the importance ofappropriate delegation

Knowledge of the different typesof learning and developmentopportunities andacknowledgement of the diverselearning/working styles of staff

Contributes to the production of thedevelopment strategy and budget

Analyses the long term training anddevelopment (T&D) needs in line withcurrent and future businesstargets/goals/requirements

Ensures that others in the team aretrained in HR management (whereappropriate), and are clear about

their role and responsibility in relationto the management of others

Seeks staff feedback on analysesand T&D planning processes.(thoroughness, fairness, access,diversity)

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7. HR Job family


10. Holding people accountable

11. Leading and developing others

12. Professional confidence

13. Intercultural competence

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Computer skills

Definition

To understand and use the Councils IT systems in an effective manner



Using theComputer

In line with EOand Diversitylegislation (e.g.reasonableadjustments being

made if needed)

Understand basic concepts and termsassociated with using computers (e.g.screen, mouse, right-click etc.)

Switch devices on/off appropriately

Understand and comply with IT securitystandards

Adjust equipment to meet Health and Safetyrequirements (e.g. seating, monitor, screen,

brightness etc.)Work with a data projector in accordance withH&S requirements

Able to describe and report issues/problemsaccurately to the IT helpdesk or appropriatesupport personnel

Recognise basic faults and know how toresolve simple problems without referralto the helpdesk (e.g. is the screenswitched on?)

Able to search the system, findingsoftware and files in full autonomy withoutreferring continually to a colleague, PowerUser or IT Manager in the office.

Burn CDs/DVDsInducting new staff to BC systems (e.g.global address book, intranet, emailgroups, word templates)

Recognise different ports such asUSB, mouse & keyboard, printer,monitor, sound, etc.

Ability to set up a computer plus a dataprojector and resolve basic issues

Ability to identify, appreciate and thenalert helpdesk in reporting problems onbehalf of a number of colleagues with

similar symptoms

Working in awindowsenvironment

In line with EOand Diversity

legislation (e.g.reasonableadjustments beingmade if needed)

Understand and apply basic windowsconcepts including use of menus, toolbars,application windows and the in-built helpfeatures

Log on and off in line with IT security

standards

Understand file structures, drives, USB keysand file extensions/types

Understands the importance of logicalnaming conventions for documents andfolders

Able to save files to the right location

Use shortcuts

Copy, rename, search, move and delete filesusing Windows Explorer

Understand what a computer virus is and be

Able to choose and change default printersettings

Ability to inspect a print queue and canceljobs

Know how to reset passwords in line withIT security standards

Use task manager to cancel tasks

Use control panel to customise thesystem as appropriate

Find and use all (the majority of)programmes installed into the system

Add and remove toolbars in applications

Create and manage shortcuts

Awareness of the profile size and its

restrictions

Find and add a new printer to a printqueue

Awareness of file size and knowledgeof how to use file compression

Awareness of how to manage profilesand reduce profile size

Understand and use rights andpermissions to enable a User ChangeRequest to be created and for thisUCR to be clear to the colleagues whoare taking action on it.

Act as DITA / Power User

Understands image credits

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able to report it to the appropriate person iffound

Search for and start applications

Scan and adjust images

Understand copyrights

Using Outlook

In line with EOand Diversitylegislation (e.g.reasonableadjustments beingmade if needed)

Create, send, forward and reply to emailsSend, open and save attachments

Set up out-of-office assistant messages

Able to recall email messages sent in error

Delete unwanted items

Set up/ respond to meeting requests usingCalendar

Use and search the global address listincluding distribution lists and public folders

Recognise SPAM and phishing attempts (e.g.

scams; chain letters)

Use voting buttons on emails sent andreceived

Manage distribution lists

Manage own appointments and setreminders using the Calendar function.

Set up own Calendar to allow at leastread-only access to Calendar to a suitableset of colleagues.

Check for colleagues availability usingCalendar.

Change views (reading pane, sorting,

calendar, etc)

Use tracking facilities

Restore items accidentally deleted

Create, organize and manage messagefolders

Create and maintain contacts

Use tracking facilities and expiry dateson email

Create/assign tasks and monitor taskprogression

Know how to use outlook for emailmerging

Effectively use Outlook to manage andfile emails including writing email rulesand managing alerts

Apply and create categories toorganise items

Using Word


Identify, open, create and print Word files

Be aware of and use templates

Use basic character and paragraph

formatting (e.g. bold, bullets etc.) and stylesUtilise spelling and grammar checking tools

Change margins and paper orientation

Insert images and symbols

Change document views and modifydocument options

Use, modify document properties

Be aware of and use BC templates

Create, modify and format standard tablesand borders

Understand the principle of styles andhow to modify them

Create and modify drawing objects anddiagrams (e.g. text boxes)

Perform basic mail-merge facilities (withinword)

Use hyperlinks and bookmarks

Format and manipulate images in relationto text

Use automatic numbering facilities.

Create and update a Table of Contents

Perform complex mail merges (Wordinto other applications)

Create document templates usingstyles

Create and format complex diagramsand graphics

Insert bookmarks, Table of Contents,footnotes and endnotes

Understand and use section and pagebreaks

Create/manipulate outlines styles fornumbering and bullets

Create/amend complex documentsusing several levels of headings and

sub-headings and handling indexes,

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feature to reduce large file sizepresentations

Using InternetExplorer


Know the difference between internal(Intranet) and external (Internet) sites

Understand basic concepts and termsassociated with using the Internet in line withgeneral IT security standards

Use search engine tools to locateinformation of interest

Able to bookmark and print web pages

Able to add and organise favourites

Be able to listen to or watch podcasts

Able to access and use the BC intranetsite

Refine searches using advancedsearching mechanisms

Evaluate search results, assessingauthority, authenticity, currency of websitecontent

Understand copyright issues relating tousing web material

Save a web page as a file

Use web casts (e.g. webinar)

Commission and manage internetpages and podcasts

Create and use blogs, wikis anddiscussion forums

Use Obtree to create BC web pages

E-Learning

In line with EOand Diversitylegislation(reasonableadjustments beingmade if needed)

Register/enrol for online conferences,courses and other elearning events

Follow a course of instruction

Have a critical view of quality/delivery ofonline materials

Creating and editing a personal profile

Download/upload materials

Understand the conventions of on linediscussion forums (threading, replying,sorting, etc.)

Be aware of on-line etiquette (netiquette)

Moderate on-line discussions

Commission and manage onlinecontent

Understand the functionality andapplicability of different on-line tools(wikis, blogs, VoIP, quizzes)

Adapt materials for an online audience


8. Information Systems and Technology (IST)

9. English

10. Web, Knowledge and Information Management


14. Achievement

15. Analytical thinking

16. Professional Confidence

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bc generic skills

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