NCFE Level 1 Award in Employability Skills

1. NCFE Level 1 Award in Employability Skills 500/6768/0

2. This presentation covers the following 4 units: • Business and customer awareness • Working in a team • Job application skills • Interview skills

3. Business and customer awareness T/502/3584

4. What you will cover in this unit • Understand the different types of business and organisations, their purposes and customers in their area • Understand why employers might require particular attitudes from their staff in different situations • Be able to relate employer expectations to their own activities

5. How could you group these organisations?

6. Activity 2: Who is the customer? • In small groups you will be allocated one of the 4 logos shown • What does that organisation do? • Discuss and identify WHO would be a customer of that organisation – can you identify types? • What products or services are they looking to buy? • Draw a mind map which identifies the range of customers for that organisation

7. Customers will expect: • to feel welcomed into the shop/restaurant /hotel etc • staff to listen to their requirements • staff to be helpful • staff to be knowledgeable • staff to be polite • staff to be patient • staff to be able to resolve any problems • to pay a price which meets their budget • to buy a product or service which meets their needs • a positive experience.

8. Customer care skills: the most important behaviour is attitude • We must give every customer our best service, no matter how we feel, whether we feel they deserve it or not, no matter what is happening around us • The right attitude begins with feeling good about yourself • Our feelings set our moods, and our mood sets the level of customer service we provide • It’s difficult to help someone else unless you feel good yourself.

9. Discussion: What would you do? Scenario 1: Angry customer returning a faulty product and complaining about the poor customer service received Scenario 2: A colleague keeps taking regular cigarette breaks and leaving you to do their work and answer their calls

10. Impact of attitude on business • Happy employees mean happy customers • Happy customers mean more sales • More sales mean more money • More money means more profit • More profit means happy owners/shareholders

11. Employers’ expect staff to: • possess a positive attitude • want to work • be dependable • be reliable and have good timekeeping • be adaptable – can take on different work • be honest • be self-motivated with a willingness to grow & learn • have strong self-confidence • show professional behaviour • be loyal.

12. Working in a team F/502/3586

13. What you will cover in this unit • Understand the characteristics of good team working • Understand and demonstrate own strengths and role in a team • Be able to recognise and value the contribution made by others in a team • Be able to participate in a team

14. What makes a good team?

15. Characteristics of a good team • All members have a clear goal • Team is made up of competent members • Members talk and listen to each other • Members know their own strengths • Members know the strengths of others • Members support each other • Members take agreed risks • Members have agreed roles

16. The Marshmallow Challenge • Teams must build the tallest free-standing structure out of 20 sticks of spaghetti, one yard of tape, one yard of string, and one marshmallow. The marshmallow needs to be on top. • You have 20 minutes to build your tower

17. Team performance • A good team will work together to achieve their goals • How well did you perform? • How well did the team perform? • What characteristics of a good team did you demonstrate? • Complete R6 – understanding strengths in a team

18. Group challenge • In teams of 6 you have to produce a 15-minute team performance on the importance of customer service • This should include • A PowerPoint presentation • 2 role plays • Time for questions/feedback

19. Job application skills H/502/3614

20. What you will cover in this unit • Know the type of information usually asked for in job applications • Understand how a straightforward job application form should be completed and accompanying letter written

21. Starter activity • What do employers want to know about you?

22. Why use application forms • Make notes whilst watching the video clip • Can you add any other reasons why employers use application forms?

23. Tips for filling in application forms • Photocopy the form and do a draft first • Gather together information about your qualifications and any work experience • Think about your achievements at school and during work experience • Research the company you are applying to and refer to its activities in your answers • Complete as many dummy forms as you need to be sure that you’ve got all the details right before sending off the final version • Keep all your information on hand so that you can fill in future application forms quickly and easily

24. Covering letters • What is the purpose of a covering letter? • What should be included? • Look at the example covering letters online

25. Interview skills K/502/3615

26. What you will cover in this unit • Know how to prepare for an interview • Know how to conduct themselves in an appropriate manner in a job related interview • Know how to review their interview performance

27. Preparing for the interview • Check out how to get to the interview • Time how long it will take you – check out bus times or car parking arrangements • Prepare your clothing the night before • Know the details on your CV/application form • Think about the types of questions they may ask you and prepare some answers • Think about what questions you would like to ask them about the job role

28. Dressing for the interview • Dress appropriately for the job role • Make sure clothes are clean • Check hems and buttons are all correct • Avoid “loud” colours and styles • Make up should be minimal • Tattoos should be covered • Shoes and jewellery should be appropriate

29. At the interview: • smile when you meet the interviewers • walk confidently • have a firm handshake • maintain good eye contact • take time to think before answering the question • don’t be afraid to ask them to repeat a question • nerves are expected but take a few deep breaths to relax

30. What not to do: • don't be late • don't swear or use slang words • don't slouch in your seat or look uninterested • don't smoke • don't lie: the interviewer may pick up on this • don't be arrogant and assume you've got the job • don't read from notes or your CV — you should able to talk about your own history unprompted • don't criticise former employers or colleagues • don't argue with the interviewer, no matter what.

31. Interview practice • You will be interviewed on (DATE) • By (INTERVIEWER) • For the job of (POST) • The interview will be recorded for portfolio evidence so you will need to prepare for the interview • Dress appropriately for the interview

32. Self-reflection • Consider how well you have performed during the interview • How could you improve your interview skills for future interviews? • How can you develop your skills?