AIM Qualifications Entry Level Extended Award in Work Skills: Exploring Customer Service (Entry 2) (QCF)

What you'll be able to do

• Know own strengths and areas for improvement
• Know about a personal target for improvement

What you'll be able to do

• Access a range of people who can help them.
• Find their way around the site.
• Know the people and resources relevant to their learning.
• Be safe on site.

What you'll be able to do

• Know how advertising promotes products
• Plan adverts

What you'll be able to do

• Apply for jobs or courses
• Know about interviews for jobs or courses
• Apply for a job

What you'll be able to do

• Apply for a job or course
• Prepare for and take part appropriately in a simple interview
• Know the type of material that can be used to support an application for a job or course

What you'll be able to do

• Know about the benefits of assertiveness
• Know about being assertive in a given situation

What you'll be able to do

• Speak up for them self in a structured situation
• Know about the rights and responsibilities of self and others in given situations
• Negotiate to achieve a desired outcome
• Know about the implications and benefits of self-assertiveness and self-control

What you'll be able to do

• Use audio and/or video hardware and software to capture sequences
• Use audio and/or video hardware and software tools to edit sequences
• Play and present audio and/or video sequences

What you'll be able to do

• Know about the demands of own course of study
• Organise own study
• Use different types of resources to support chosen course of study
• Listen actively in a learning environment

What you'll be able to do

• Know about different roles in a workplace
• Know about workplace health and safety requirements

What you'll be able to do

• Know how own behaviour affects other group members.
• Take account of the needs and preferences of other group members.
• Make a positive contribution to a group.

What you'll be able to do

• Know about confidence and self esteem
• Know about building confidence and self esteem
• Know about feelings surrounding confidence and self esteem

What you'll be able to do

• Know about confidence and self esteem
• Know about building confidence and self esteem
• Know about feelings surrounding confidence and self esteem

What you'll be able to do

• Understand the meaning of addition and subtraction.
• Add and subtract single digit numbers. (NE1.2)
• Use calculation of whole numbers to 10 in practical tasks.

What you'll be able to do

• Add and subtract whole numbers. (NE2.2)
• Multiply whole numbers. (NE2.2)
• Know some mental strategies for addition and subtraction. (NE2.2)
• Use calculations with whole numbers to solve task or problems. (NE2.2)

What you'll be able to do

• Identify a career option
• Identify a job or training opportunity
• Apply for a job, training placement or course
• Prepare for an interview

What you'll be able to do

• Identify possible employment options
• Complete a job/training application form
• Create a basic Curriculum Vitae (CV)
• Know appropriate conduct for a job interview
• Find out about job/training opportunities in local area
• Plan for future career development

What you'll be able to do

• Know about own qualities, skills, interests and achievements
• Know about careers information resources

What you'll be able to do

• Carry out routine tasks at work

What you'll be able to do

• Plan to carry out a practical activity
• Carry out a practical activity

What you'll be able to do

• Collect simple numerical information
• Present numerical information

What you'll be able to do

• Know about the roles of group members
• Communicate verbally with group members
• Know the importance of listening to others within group situations
• Recognise others’ rights to communicate within a group situation
• Recognise the importance of co-operation when working in group situations
• Recognise praise and constructive criticism
• Know about relationships within own team

What you'll be able to do

• Know about communication
• Know what needs to be communicated in the workplace
• Know about ways of communicating in the workplace
• Assess own communication in the workplace
• Communicate in the workplace

What you'll be able to do

• Know about communication
• Know what needs to be communicated in the workplace
• Communicate in the workplace

What you'll be able to do

• Use vocabulary to compare and order items by size
• Use vocabulary to compare and order items by weight
• Use vocabulary to compare and order items by capacity

What you'll be able to do

• Use words to describe the size of objects. (NE1.2)
• Use words to describe the weight of objects. (NE1.2)
• Use words to describe capacity. (NE1.2)
• Measure objects. (NE1.1)

What you'll be able to do

• Use personal details and familiar common words to fill in a form. (CE2.3)
• Complete a paper based form. (CE2.3)
• Complete an on screen form. (CE2.3)
• Check completed forms for accuracy. (CE2.3)
• Keep online information secure.

What you'll be able to do

• Understand terms found on forms.
• Complete forms.

What you'll be able to do

• Know the requirements for a task.
• Complete a task.
• Review a task.

What you'll be able to do

• Know about workplace tasks.
• Complete workplace tasks.

What you'll be able to do

• Know what behaviour is expected in the workplace
• Follow the codes of behaviour
• Know about the impact of unacceptable behaviour
• Maintain acceptable behaviour in the workplace

What you'll be able to do

• Know what behaviour is expected in the workplace
• Know why it is necessary to follow codes of behaviour
• Know about the impact of unacceptable behaviour
• Maintain acceptable behaviour in the workplace

What you'll be able to do

• Know about ways to contribute to the community.
• Know the benefits of contributing to the community.
• Contribute to the community.
• Assess own contribution to the community.

What you'll be able to do

• Know about problems at work
• Contribute to creating a coping strategy
• Implement a coping strategy

What you'll be able to do

• Know how customers like to be treated
• Work with customers

What you'll be able to do

• Know about good customer service
• Know about the possible consequences of poor customer service
• Know about the value of first impressions
• Know about positive verbal and non-verbal interaction with customers/clients
• Know the importance of respect for the individual in giving good customer service

What you'll be able to do

• Know the services or products of a section or department within an organisation
• Answer customers' questions
• Respond to customers' queries or requests

What you'll be able to do

• Know about problems
• Know about sources of help in solving problems
• Select a solution to a problem

What you'll be able to do

• Know the services or products of a section or department within an organisation
• Answer customers' questions
• Respond to customers' queries or requests

What you'll be able to do

• Know about problems in the workplace.
• Tell others about a work-related problem.
• Know sources of help in solving problems.
• Identify possible solutions to workplace problems.
• Select a solution to a workplace problem.

What you'll be able to do

• Use page designs and layouts for a publication
• Create a publication
• Use desktop publishing software to edit and format a publication

What you'll be able to do

• Know about being assertive

What you'll be able to do

• Know about the benefits to an organisation of good customer service
• Understand the possible consequences of poor customer service
• Understand the value of first impressions
• Know about positive verbal and non verbal interaction with customers

What you'll be able to do

• Know about the benefits of good customer service to an organisation
• Understand the possible consequences of poor customer service
• Understand the value of first impressions

What you'll be able to do

• Choose clothing and footwear for the workplace
• Conduct him/herself at work

What you'll be able to do

• Know about the relevance of previous skills and experience for further learning
• Seek guidance and advice to identify learning options
• Know about the purpose and value of discussing own learning programme
• Review progress towards own learning goal

What you'll be able to do

• Enter personal information. (ICTE2.3)
• Present information through ICT. (ICTE2.3)
• Delete and amend information. (ICTE2.3)
• Present information orally. (ICTE2.3)

What you'll be able to do

• Enter personal information. (ICTE1.3)
• Present information through ICT. (ICTE1.3)
• Delete and amend information. (ICTE1.3)
• Present information orally. (ICTE1.3)

What you'll be able to do

• Contribute to a discussion. (CE2.1)
• Follow discussions. (CE2.1)

What you'll be able to do

• Know about communication in the workplace.
• Use communication skills in the workplace.

What you'll be able to do

• Demonstrate a range of positive qualities, attitudes and behaviours for learning and work
• Know about effective communication for learning and at work
• Work effectively under frequent and directive supervision

What you'll be able to do

• Know about the need for Health and Safety procedures at work
• Participate in a work environment
• Work as part of a team
• Recognise the social skills needed for work/employment

What you'll be able to do

• Demonstrate an awareness of how the actions of humans affect the environment
• Demonstrate an awareness of an environmental issue which affects their life
• Demonstrate an awareness of how they could help the environment

What you'll be able to do

• Know how humans can have a negative effect on the environment
• Know that people can take action to benefit the environment

What you'll be able to do

• Estimate using standard units of measure
• Measure to the nearest labelled division on a scale

What you'll be able to do

• Recognise different occupational areas
• Know about different jobs in occupational areas
• Know about own skills

What you'll be able to do

• Recognise different occupational areas
• Know about different jobs in an occupational area
• Know about own skills

What you'll be able to do

• Reflect on own experience of working in customer service

What you'll be able to do

• Know the benefits of working.
• Know about ways of working.
• Know about areas of work.
• Know sources of information about work.

What you'll be able to do

• Know who can help them to find a job.
• Identify jobs of interest to self.

What you'll be able to do

• Know ICT sources of information. (ICTE2.2)
• Locate information using ICT sources. (ICTE2.2)
• Use enter and save information. (ICTE2.2)
• Send and receive ICT based information. (ICTE2.2)

What you'll be able to do

• Know some ICT sources of information. (ICTE1.2)
• Locate information. (ICTE1.2)
• Enter and save information. (ICTE1.3)
• Receive simple ICT based information. (ICTE1.2)

What you'll be able to do

• Follow instructions
• Know the potential impact of not following instructions in a work environment

What you'll be able to do

• Follow instructions
• Know the potential impact of not following instructions in a work environment

What you'll be able to do

• Understand some safety measures needed when using ICT. (ICTE2.1)
• Understand safety measures needed when using passwords and PINs.

What you'll be able to do

• Understand safety measures needed when using ICT. (ICTE1.1)
• Know where to find help when needed. (ICTE1.1)

What you'll be able to do

• Stay safe when out and about
• Travel somewhere safely
• Know emergency evacuation procedures

What you'll be able to do

• Know the principles of health and safety and good working practice

What you'll be able to do

• Greet customers calling on the telephone
• Deal with customers calling on the telephone
• Deal with communication problems whilst on the telephone

What you'll be able to do

• Greet customers calling on the telephone
• Deal with a customer calling on the telephone
• Deal with a communication problem whilst on the telephone

What you'll be able to do

• Know about Health and Safety procedures
• Observe safe working practices

What you'll be able to do

• Recognise health and safety procedures
• Follow health and safety procedures in the work place

What you'll be able to do

• Know why it is important to follow health and safety procedures at work.
• Know about health and safety procedures at work.
• Follow health and safety procedures at work.

What you'll be able to do

• Recognise the purpose of simple texts.
• Recognise the purpose of signs and symbols.

What you'll be able to do

• Know about confidence
• Know how communication skills can contribute to improving confidence
• Know about decision-making and associated emotions and feelings
• Know how having goals can increase confidence

What you'll be able to do

• Know why it is important to be able to travel independently.
• Know about types of transport.
• Plan a journey.
• Travel safely.
• Know what to do when a journey does not go according to plan.

What you'll be able to do

• Know that they have individual rights and responsibilities

What you'll be able to do

• Know about the work place
• Know about own role in a work place

What you'll be able to do

• Use tools and equipment for a work task
• Care for work tools and equipment

What you'll be able to do

• Use tools and equipment for a work task
• Care for work tools and equipment

What you'll be able to do

• Find own way around an unfamiliar area
• Be safe in unfamiliar areas

What you'll be able to do

• Communicate own likes and dislikes about learning.
• Know own strengths and areas for development.
• Express preferences about how they learn.
• Indicate own support needs.

What you'll be able to do

• Give an account of their work experience.
• Review own performance during work placement.

What you'll be able to do

• Know what they have learned through the work placement.
• Review own performance during work placement.

What you'll be able to do

• Know about different patterns of work
• Know about different occupations
• Know where to find out about job opportunities
• Know about applying for a job

What you'll be able to do

• Know about timekeeping and attendance
• Complete an activity to the required standard

What you'll be able to do

• Know about the options from which they can choose.
• Know what they want to achieve through making a choice.
• Seek support to help them make a choice.
• Select the most appropriate option.
• Know the consequences of their choices.

What you'll be able to do

• Know when choices can be made
• Make an informed choice in their own life

What you'll be able to do

• Know about the requirements for specific jobs
• Know about alternatives to paid employment
• Know about an appropriate employment, training or FE destination

What you'll be able to do

• Identify sources to assist in career planning
• Identify preferred careers or jobs
• Recognise own suitability for specific careers or jobs

What you'll be able to do

• Follow safety rules when making a product
• Know about suitable materials that can be used to make a product
• Know about equipment used to make a product

What you'll be able to do

• Turn up on time.
• Complete tasks on time.

What you'll be able to do

• Know about different types of products and services.
• Know about the characteristics of the market for products and services.
• Explore a range of marketing methods.
• Select appropriate marketing methods for specific products and services.
• Market products and services effectively.

What you'll be able to do

• Use metres and centimetres when describing length.
• Estimate and measure length. (NE2.1)
• Use measurements of length. (NE2.1, NE2.3)

What you'll be able to do

• Estimate and measure weight of objects. (NE2.2)
• Use measurements of weight. (NE2.2)

What you'll be able to do

• Communicate with others about wants, needs and/or views
• Know about compromise

What you'll be able to do

• Listen for and follow short narratives. (CE2.1)
• Listen for detail from oral presentations. (CE2.1)
• Obtain information by asking oral questions. (CE2.1)
• Listen for and identify simply expressed feelings and opinions. (CE2.1)

What you'll be able to do

• Obtain information from short explanations.
• Follow single-step oral instructions.
• Use spoken language to obtain information.

What you'll be able to do

• Use an online IT system to meet specified needs
• Search for and use internet-based information
• Use email software tools and techniques to compose and send messages

What you'll be able to do

• Sort objects according to a stated criteria. (NE1.2)
• Represent numerical information in different ways. (NE1.3)

What you'll be able to do

• Know about an occupation
• Take part in work tasks in the identified occupational area
• Reflect on the experience of taking part in an occupational taster

What you'll be able to do

• Know about an occupation
• Take part in work tasks
• Reflect on the experience

What you'll be able to do

• Know about own strengths, weaknesses and areas for improvement
• Carry out personal action planning

What you'll be able to do

• Know about personal awareness
• Know about the key aspects of personality
• Recognise personal skills, knowledge and achievements
• Recognise personal feelings

What you'll be able to do

• Recognise own skills
• Know about their role models
• Make positive decisions
• Identify personal goals

What you'll be able to do

• Identify learning goals with reference to own skills, interests and other personal goals
• Know about opportunities and practical issues involved in pursuing learning goals
• Plan a programme to achieve learning goals
• Know about the learning environment
• Review progress as a learner
• Review the plan to achieve personal goals

What you'll be able to do

• Know about the brain
• Know how own learning takes place
• Know about own learning profile
• Make plans to use ‘learning to learn’ skills

What you'll be able to do

• Know about ‘acceptable appearance’ in the workplace
• Know about the possible impact of unacceptable appearance
• Know about own personal presentation

What you'll be able to do

• Know about ‘acceptable appearance’ in the workplace
• Know about the possible impact of unacceptable appearance
• Assess own personal presentation

What you'll be able to do

• Know about keeping safe
• Keep safe in own home

What you'll be able to do

• Know about the skills and qualities needed for success in work and life
• Identify a target and plan to meet it

What you'll be able to do

• Plan journeys
• Undertake a variety of journeys

What you'll be able to do

• Plan the product(s) or services for an enterprise activity.
• Produce the product(s) or prepare the service for an enterprise activity.
• Plan to sell the product(s) or service.

What you'll be able to do

• Understand positional vocabulary. (NE2.2)

What you'll be able to do

• Know about health and safety in a workshop
• Contribute to an activity in a workshop
• Reflect on own work

What you'll be able to do

• Know about working in a workshop
• Produce work in a workshop

What you'll be able to do

• Know about the organisation where the work experience is to take place
• Know the employers’ expectations

What you'll be able to do

• Know about the importance of being prepared for a recruitment interview
• Demonstrate recruitment interviewee skills

What you'll be able to do

• Recognise personal skills and qualities
• Identify what kind of work they would like to try

What you'll be able to do

• Recognise the skills and qualities needed for working life
• Recognise personal career opportunities

What you'll be able to do

• Know about the work placement.
• Identify what they want to achieve through the work placement.

What you'll be able to do

• Know about the work placement.
• Identify what they want to achieve through the work placement.

What you'll be able to do

• Know about job interviews.
• Know about a specific job or placement for which they are interviewing.
• Prepare for interview questions.
• Present self at interview.

What you'll be able to do

• Know about some options for the future.
• Express preferences about options for the future.
• Engage in learning activities which will help them develop skills for the future.

What you'll be able to do

• Know about potential work and living situations.
• Express wishes for their future.
• Apply themselves to developing relevant skills.
• Know about the changes that will take place when they progress.

What you'll be able to do

• Choose the information required to include in own writing. (CE2.3)
• Choose the right format for a piece of writing. (CE2.3)
• Draft own writing. (CE2.3)

What you'll be able to do

• Present information about self to an employer.

What you'll be able to do

• Know about presenting information about self to an employer.
• Present information about self to an employer.

What you'll be able to do

• Understand that spoken language needs to change for different situations. (CE2.1)
• Speak to communicate statements of fact, short accounts and descriptions. (CE2.1)
• Use spoken language to clarify meaning. (CE2.1)

What you'll be able to do

• Obtain information from lists and tables. (NE2.1)
• Understand how block graphs can indicate relative values. (NE2.1)

What you'll be able to do

• Locate information including the use of captions and illustrations. (CE2.2)
• Use key words to locate information. (CE2.2)
• Organise information. (CE2.2)
• Obtain information from texts. (CE2.2)

What you'll be able to do

• Follow the meaning of short texts.
• Obtain information from simple documents.

What you'll be able to do

• Recognise different purposes of text. (CE2.2)
• Use instructional texts.

What you'll be able to do

• Carry out reception duties in an office environment
• Carry out basic filing in an office environment

What you'll be able to do

• Know what they are aiming to achieve as a result of their learning programme.
• Know when they have achieved.

What you'll be able to do

• Know the key things that they need to achieve for each of their targets or goals.
• Know when they have achieved a particular target or goal.

What you'll be able to do

• Know the types of packaging materials that can be recycled
• Promote the recycling of packaging waste

What you'll be able to do

• Know about different roles in a workplace
• Know about equal opportunities in the workplace
• Know about workplace health and safety requirements

What you'll be able to do

• Know about own community responsibilities
• Know about the impact of individual responsibilities on the community

What you'll be able to do

• Determine if an enterprise activity was successful.
• Review an enterprise activity.
• Review own contribution to an enterprise activity.

What you'll be able to do

• Know when they have made progress towards an aim, goal or target
• Discuss their progress with others
• Respond positively to the feedback of others

What you'll be able to do

• Know when they have made progress.
• Engage in discussion on progress.
• Acknowledge the feedback of others on their progress.

What you'll be able to do

• Know about their rights.
• Know about their responsibilities.

What you'll be able to do

• Search for a job vacancy

What you'll be able to do

• Know own views
• Know about own right to be heard
• Have own view or need heard

What you'll be able to do

• Know about personal strengths and weaknesses
• Set personal goals

What you'll be able to do

• Identify what makes them individual.
• Express themselves as an individual.

What you'll be able to do

• Engage in the target-setting process.
• Know their own targets.

What you'll be able to do

• Know about different types of transport that can be used to travel to and from work
• Plan own route to work
• Travel on an appropriate method of transport to work

What you'll be able to do

• Use active listening techniques in the workplace
• Speak to suit the situation
• Recognise body language when communicating with others

What you'll be able to do

• Listen to other people at work
• Speak to other people at work
• Recognise body language when communicating with others

What you'll be able to do

• Get to work
• Prepare for being at work

What you'll be able to do

• Begin to use prior knowledge to engage with the text. (CE2.2)
• Use strategies to work out unfamiliar words. (CE2.2)
• Use organisational features of chronological and instructional texts. (CE2.2)

What you'll be able to do

• Know about the task
• Work with others towards achieving given objectives
• Identify progress
• Suggest ways of improving work with others to help achieve given objectives

What you'll be able to do

• Know about time management

What you'll be able to do

• Know employees have rights
• Know employers have rights
• Know employees have responsibilities
• Know employers have responsibilities
• Know what to do if an employee is unsure of their rights

What you'll be able to do

• Prepare for an interview
• Present oneself at an interview
• Respond to interview questions

What you'll be able to do

• Recognise fractions in everyday contexts. (NE2.1)
• Find halves and quarters of shapes and small numbers of items. (NE2.2)

What you'll be able to do

• Know about the types of information and communication technology (ICT) used in a work place
• Know about health and safety rules when using ICT equipment in the work place
• Use a piece of ICT equipment in work place

What you'll be able to do

• Know the importance of making effective use of ICT in the workplace
• Identify the ICT requirements of workplace tasks
• Make safe use of an ICT system to undertake workplace tasks
• Use ICT to find information in the workplace
• Use ICT to present and share information in the workplace

What you'll be able to do

• Know about health and safety measures that should be followed when using ICT equipment
• Know about PINs and passwords

What you'll be able to do

• Know the purpose of cash.
• Know the value of coins. (NE1.2)
• Use coins in everyday situations. (NE1.2)

What you'll be able to do

• Know how coins can be combined to give different values of money. (NE2.2)
• Carry out calculations involving money. (NE2.2)
• Understand a problem or task requiring the use of money. (NE2.1)

What you'll be able to do

• Recognise when to use numeracy skills in the workplace
• Select appropriate numeracy skills in a work context
• Apply appropriate numeracy skills in a work context
• Use the results in situations where they have applied numeracy skills in a work context

What you'll be able to do

• Use office equipment

What you'll be able to do

• Prepare to travel by local bus service
• Prepare to travel on longer journeys by public transport
• Make a journey on public transport
• Travel safely on public transport

What you'll be able to do

• Recognise common 2D and 3D shapes. (NE2.2)
• Know the properties of common 2D and 3D shapes. (NE2.2)

What you'll be able to do

• Understand how knowledge of shapes can be used in practical situations. (NE1.1)
• Know common 2D shapes. (NE1.2)
• Know common 3D shapes. (NE1.2)

What you'll be able to do

• Prepare to travel in a taxi
• Make a taxi journey

What you'll be able to do

• Tell the time to the nearest 15 minutes in practical situations.
• Know that the date can be expressed in different formats.

What you'll be able to do

• Understand vocabulary relating to the time. (NE1.1)
• Order events using vocabulary of time.

What you'll be able to do

• Understand a problem or task requiring the use of whole numbers. (NE2.1)
• Find and record numerical information. (NE2.1)
• Understand the value of numbers up to 100. (NE2.2)
• Understand how data is used for a specific purpose. (NE2.3)

What you'll be able to do

• Identify own writing skills that need to be developed for use in a work place
• Develop writing skills in a work place

What you'll be able to do

• Use a telephone in an office environment
• Use a fax machine in an office environment
• Use a photocopier in an office environment

What you'll be able to do

• Know about voluntary organisations
• Know about the role of a volunteer in an organisation

What you'll be able to do

• Know what voluntary organisations are
• Identify current voluntary positions available
• Know about the steps and/or processes necessary to become a volunteer
• Apply for a voluntary position

What you'll be able to do

• Know about the organisation where work experience will take place
• Know about own role within organisation during a work experience placement
• Maintain acceptable conventions in the workplace during a work experience placement
• Comply with safe working practices in the work environment during a work experience placement
• Carry out tasks as requested during a work experience placement

What you'll be able to do

• Know about types of equipment used in customer service
• Carry out a practical activity in a customer service environment
• Follow instructions to carry out tasks in a customer service environment
• Know about safety rules when working in customer service

What you'll be able to do

• Know about teams
• Know about the roles and responsibilities of a team
• Cooperate as a member of a team
• Review performance of team

What you'll be able to do

• Know about the standards required in the work they are doing
• Know the possible impact of not performing to the required standard
• Assess own performance against the required standard
• Know what to do to achieve the required standard

What you'll be able to do

• Use upper and lower case letters.
• Write simple documents.
• Punctuate simple sentences.

What you'll be able to do

• Know about a Curriculum Vitae (CV)
• Prepare a personal CV

What you'll be able to do

• Produce a draft of a document. (CE2.3)
• Review their draft for purpose and meaning. (CE2.3)
• Proof read final draft for accuracy. (CE2.3)