Highfield Level 1 Extended Certificate in Personal Development for Employability (RQF)

What you'll be able to do

• Know the correct techniques for aerating turf by hand
• Safely and effectively aerate turf by hand using appropriate tools and techniques

What you'll be able to do

• Understand different alternatives to paid work
• Understand how to transfer the skills gained from alternatives to paid work to other areas of life
• Understand how to transfer the qualities gained from alternatives to paid work to other areas of life
• Understand how to transfer the knowledge gained from alternatives to paid work to other areas of life

What you'll be able to do

• Identify different types of alternatives to paid work, such as volunteering, internships, and community projects.
• Recognise the value of skills and qualities gained from participating in alternatives to paid work, and how these can enhance employability.

What you'll be able to do

• Apply basic mathematical skills to solve problems in a financial context
• Understand the terminology and language used in basic accounting practices
• Understand the different roles and responsibilities of individuals working within an accounting environment
• Understand how to communicate effectively with colleagues and clients in an accounting setting
• Understand the advantages of using different IT programmes and software to support accounting tasks
• Produce accurate and professional business documents relevant to accounting
• Understand how to use common office equipment for accounting-related activities

What you'll be able to do

• Understand different methods of applying for jobs, including online applications and CV submissions
• Complete a job application form accurately and effectively

What you'll be able to do

• Understand different methods of applying for a job, including online applications, postal applications, and networking.
• Prepare a job application, ensuring it is accurate, complete, and tailored to the specific job requirements.

What you'll be able to do

• Understand how skills and personal attributes lead to national or international success in business, recognising the importance of factors such as communication, teamwork, and problem-solving.
• Evaluate own skills and personal attributes to inform career choices, identifying strengths, weaknesses, and areas for development.
• Audit own sector-specific skills relating to career choices, assessing competence in relevant technical and practical skills.
• Plan the development of skills and personal attributes for a career, setting realistic goals and identifying appropriate training and development opportunities.

What you'll be able to do

• Understand the skills and personal attributes needed for success at work in general.
• Assess the level of own skills and personal attributes against the requirements of specific jobs.
• Understand sector-specific skills and personal attributes that need to be developed for jobs in particular sectors.
• Plan the development of skills and personal attributes to improve suitability for jobs.

What you'll be able to do

• Know what skills are needed for success in work
• Know what personal attributes are needed for success in work
• Assess own level of skills
• Assess own level of personal attributes
• Know skills that need to be developed for specific jobs
• Know personal attributes that need to be developed for specific jobs
• Produce an action plan to develop skills for a specific job
• Produce an action plan to develop personal attributes for a specific job

What you'll be able to do

• Assist with harvesting crops under supervision, following instructions and using appropriate tools and techniques
• Prepare harvested crops for storage or further processing, following hygiene and quality standards
• Work safely when assisting with harvesting and preparing crops, adhering to health and safety regulations and using personal protective equipment

What you'll be able to do

• Prepare the necessary materials and equipment for potting rooted cuttings, large seedlings or plugs
• Pot rooted cuttings, large seedlings or plugs by hand
• Provide appropriate care for cuttings, seedlings or plugs immediately after potting
• Clear up the work area and dispose of waste materials safely after potting

What you'll be able to do

• Assist with the preparation of equipment for maintenance, following instructions and procedures
• Assist with the maintenance of equipment, under supervision and according to guidelines
• Work safely when assisting with equipment maintenance, adhering to health and safety regulations

What you'll be able to do

• Safely assist with moving animals from one place to another within a defined environment.
• Safely assist with the loading and unloading of animals for transport, following given instructions.

What you'll be able to do

• Understand definitions and key concepts that are important regarding equality and diversity
• Know the relevant legislation and regulations used in Equality and Diversity
• Understand why Equality and Diversity is key in organisations and the benefits of promoting it

What you'll be able to do

• Identify different methods of payment and explain when each method could be used.
• Explain the importance of handling other people’s money responsibly.
• Identify procedures that might apply when responsible for other people’s money.
• Handle financial transactions responsibly in a given context.

What you'll be able to do

• Know why it is important to get on well with colleagues.
• Work with employers in the workplace.
• Work with managers in the workplace.
• Work with peers in the workplace.

What you'll be able to do

• Understand how a customer’s or client’s interactions with employees influence their opinion of the organisation as a whole
• Understand why organisations normally have protocols and procedures for dealing with customers and clients
• Interact positively and professionally with customers in line with given organisational protocols

What you'll be able to do

• Know that the way of presenting oneself makes an impression on a customer or client, considering factors such as appearance and behaviour
• Know that organisations normally have protocols and procedures for dealing with customers or clients, including communication guidelines and service standards
• Interact positively with customers or clients in line with given organisational protocols, demonstrating professionalism and respect

What you'll be able to do

• Explain the concept of career progression and its importance.
• Assess own skills and qualities in relation to potential career progression opportunities.
• Plan short-term goals to support career progression.

What you'll be able to do

• Describe how to collect produce or plant material in preparation for transport
• Describe how to prepare produce or plant material in preparation for transport
• Collect and prepare produce or plant material in preparation for transport

What you'll be able to do

• Communicate effectively with customers using appropriate methods and techniques
• Understand the principles of effective communication in customer service interactions

What you'll be able to do

• Know the purpose of planning communication in a business environment
• Understand how to communicate effectively in writing within a business context
• Communicate verbally in a clear and professional manner
• Understand the purpose of feedback in developing communication skills
• Plan communication activities for different business scenarios
• Communicate effectively in writing, using appropriate language and format
• Communicate verbally, demonstrating active listening and clear articulation
• Identify and agree on specific ways of developing communication skills, based on feedback and self-reflection

What you'll be able to do

• Solve problems using appropriate techniques
• Communicate the solution appropriately to others, considering their understanding and needs
• Communicate the solution appropriately to others, using clear and concise language
• Review own performance in communicating solutions, identifying areas for improvement

What you'll be able to do

• Understand why it is necessary to solve a problem.
• Communicate the solution effectively to others.
• Provide appropriate responses to questions or objections.
• Evaluate their performance in communicating solutions.

What you'll be able to do

• Understand different methods of communication and their applications
• Understand how different methods of communication support customer service
• Understand different communication models and their principles
• Understand ways to communicate effectively with customers over the internet using various tools
• Understand ways to communicate effectively with customers face-to-face using appropriate techniques
• Understand ways to communicate effectively with customers over the phone using professional etiquette

What you'll be able to do

• Understand the differences between handling complaints and resolving complaints effectively
• Understand how to deal with complaints on social media platforms professionally
• Know the signs of complaint intensification to prevent escalation
• Know methods of avoidance to de-escalate potentially intensifying complaints
• Know the skills that can be used to resolve complaints effectively
• Know the attributes that can be used to resolve complaints effectively
• Know the techniques that can be used to resolve complaints effectively

What you'll be able to do

• Accurately complete a simple job application form.

What you'll be able to do

• Know the information required when completing an application form, including personal details, qualifications, experience, and references
• Complete an application form accurately and effectively, providing all the necessary information in a clear and concise manner

What you'll be able to do

• Construct a composter according to given instructions or plans

What you'll be able to do

• Know the format of a meeting
• Prepare for meetings effectively
• Contribute effectively at meetings

What you'll be able to do

• Know the key aspects of meetings, including their purpose and structure
• Know solutions to common meeting problems, such as poor timekeeping and lack of participation
• Contribute effectively to the discussion at a meeting, expressing own views clearly and respectfully
• Take responsibility for an agenda item at a meeting, preparing and presenting information as required

What you'll be able to do

• Understand the various factors that can influence a customer's first impressions in a business context
• Create a positive first impression when interacting with customers

What you'll be able to do

• Know why collecting customer feedback is important for business improvement and customer satisfaction
• Understand how customer feedback can be analysed and used to improve products, services, and customer experience
• Know how customer feedback can influence future planning and strategic decision-making within an organisation

What you'll be able to do

• Deliver good customer service.
• Know different communication methods used in customer service.
• Provide good customer service in line with organisational procedures.
• Effectively deal with customer queries, problems and complaints.
• Deliver good customer service.

What you'll be able to do

• Communicate effectively with customers in face-to-face interactions
• Improve rapport with customers through the effective use of body language
• Understand the key principles of dealing with customers face to face in a professional manner

What you'll be able to do

• Set up a payment point in preparation for service
• Operate a payment point efficiently and accurately
• Know the potential problems that may occur at a payment point and how to address them

What you'll be able to do

• Demonstrate an awareness of how to recognise straightforward problems in daily life
• Tackle straightforward problems using appropriate strategies

What you'll be able to do

• Describe the principles of customer service and their application
• Understand how customer needs and expectations are formed and influenced
• Understand principles of responding to customers’ problems or complaints in a professional manner
• Identify the interpersonal and team working skills required in the customer service environment
• Identify the legislation which supports the customer service process and its impact

What you'll be able to do

• Describe the process of determining soil pH using a colour indicator test kit
• Determine soil pH using a colour indicator test kit under supervision

What you'll be able to do

• Know about personal presentation for the workplace
• Present self appropriately for the workplace

What you'll be able to do

• Understand the main features of leadership
• Plan how to demonstrate leadership skills
• Prepare for a leadership activity

What you'll be able to do

• Know about the main features of leadership, including different leadership styles and their impact
• Make decisions effectively, considering relevant information and potential consequences
• Give clear and concise instructions to members of a group, ensuring understanding and compliance
• Give and receive constructive feedback about a task or activity, promoting improvement and development

What you'll be able to do

• Explain the importance of effective communication in the workplace.
• Describe different methods of communication used in the workplace, including verbal, non-verbal, and written communication.
• Explain how to communicate effectively with colleagues, supervisors, and customers.
• Demonstrate effective communication skills when interacting with others in a simulated workplace environment.
• Use active listening skills to understand the needs and perspectives of others.
• Adapt communication style to suit different situations and audiences.

What you'll be able to do

• Understand the importance of effective time-management skills for success in the workplace.
• Effectively use time-management skills to complete tasks within given deadlines.

What you'll be able to do

• Describe how to organise their own work effectively within a team environment.
• Explain how to support the work of a team through collaboration and communication.
• Describe how to contribute to their own learning and development through reflection and feedback.

What you'll be able to do

• Understand effective workplace behaviour, including communication, teamwork and professionalism
• Demonstrate effective working practice by applying relevant skills and knowledge in a workplace setting
• Evaluate their own practice to identify areas for improvement and development

What you'll be able to do

• Explain the importance of punctuality and time keeping in a customer service role.
• Describe the correct way to dress and present themselves professionally in a customer service role.
• Explain the impact and importance of shift patterns on personal life and customer service delivery.

What you'll be able to do

• Understand the hazards and risks associated with fire in the workplace.
• Understand how fire risk is controlled in the workplace.
• Understand the principles and practice of fire safety management at work.
• Understand the role of the nominated fire warden.

What you'll be able to do

• Follow their organisation’s established customer service practices and procedures consistently
• Follow the rules and regulations relevant to delivering customer service effectively and legally

What you'll be able to do

• Understand the importance of personal hygiene and keeping work areas clean and hygienic in a catering environment
• Understand personal responsibilities for food safety and how to keep food safe in a catering environment

What you'll be able to do

• Understand the importance of personal hygiene and keeping work areas clean and hygienic in a food manufacturing environment
• Understand personal responsibilities for food safety and how to keep food safe in a manufacturing environment

What you'll be able to do

• Establish positive relationships with customers to enhance their experience
• Understand why organisations have standards and procedures for customer service
• Communicate information clearly and effectively to customers

What you'll be able to do

• Understand the health and safety legislation which applies specifically to the Cleaning and Support Services industry
• Understand how to work in a safe manner, adhering to relevant procedures and guidelines
• Understand how to control risks in the workplace, implementing appropriate control measures

What you'll be able to do

• Understand the roles and duties of employers and employees for health, safety and welfare in the workplace, according to relevant legislation and organisational policies.
• Understand the process of risk assessment, including hazard identification, risk evaluation, and control measure implementation.
• Understand how risk assessments improve health and safety at work by reducing the likelihood and severity of accidents and ill-health.
• Know the procedures for responding to accidents, near misses and ill-health in the workplace, including reporting, first aid, and investigation.

What you'll be able to do

• Use appropriate methods to minimise security risks to IT systems and data, including password management and data handling

What you'll be able to do

• Use IT systems effectively to meet identified needs.
• Organise, store and retrieve information efficiently using IT systems.
• Follow and understand the need for safety and security practices when using IT systems.
• Carry out routine maintenance of IT systems and respond appropriately to routine IT system problems.

What you'll be able to do

• Prepare to be interviewed by researching the company and role.
• Prepare to be interviewed by anticipating potential questions and formulating appropriate answers.
• Respond to questions in an interview clearly and concisely.
• Respond to questions in an interview using appropriate language and tone.
• Assess own performance in an interview by reflecting on strengths and weaknesses.
• Assess own performance in an interview by identifying areas for improvement.

What you'll be able to do

• Demonstrate readiness for an interview.
• Respond to questions in an interview.
• Review own performance in an interview.

What you'll be able to do

• Understand the implications of duty of care in health, social care or children’s and young people’s settings
• Understand the support available for addressing dilemmas that may arise in relation to duty of care
• Respond appropriately to complaints in health, social care or children’s and young people’s settings

What you'll be able to do

• Identify employee ‘rights’ and ‘responsibilities’ in a place of work
• Explain how the rights of individuals are supported in a place of work
• Describe the responsibilities of employers in a place of work

What you'll be able to do

• Understand why rights and responsibilities are important in a workplace.
• Understand the rights and responsibilities of employees and employers.
• Obtain guidance and information about rights and responsibilities at work.

What you'll be able to do

• Know where to find information on job vacancies using different resources
• Search for suitable job roles based on personal skills and experience
• Search for job vacancies using appropriate methods

What you'll be able to do

• Know the characteristics of Coronavirus and COVID-19
• Know how COVID-19 can affect the body
• Protect yourself and others from COVID-19

What you'll be able to do

• Know the correct procedures for laying paving blocks on sand.
• Prepare the area for laying paving blocks.
• Lay paving blocks on sand to a specified pattern and level.
• Check the finished paving block surface for accuracy and stability.

What you'll be able to do

• Know about situations where they might interact with more experienced people in the workplace or other settings.
• Know ways in which more experienced people work effectively, including strategies and techniques.
• Improve performance by learning from those who have more experience, applying their knowledge and skills.

What you'll be able to do

• Identify more experienced people within a specific context
• Learn from people with more experience through observation and interaction
• Understand what they have learned from people with more experience and how it can be applied

What you'll be able to do

• Reflect on what has been learned from the work placement experience
• Identify how tasks undertaken during the work placement could be undertaken differently or improved
• Use learning from the work placement to set short-term goals for personal and professional development

What you'll be able to do

• Reflect on what was learnt on the work placement, identifying key skills developed and areas for improvement.
• Improve the work placement experience for future placements, based on personal reflections and feedback.
• Use learning from the work placement to set career-related goals, aligning personal development with career aspirations.

What you'll be able to do

• Know how money is used in everyday life
• Know about United Kingdom (UK) state financial benefits available to individuals
• Plan personal spending for a week, taking into account income and expenses
• Understand the information presented in common financial documents
• Carry out basic financial transactions, such as paying bills
• Know the potential consequences of getting into debt

What you'll be able to do

• Explain the different ways money is used in everyday life.
• Identify the different types of United Kingdom (UK) state financial benefits available.
• Plan personal spending for a week, taking into account income and expenses.
• Interpret information presented in financial documents, such as bank statements and payslips.
• Carry out common financial transactions, such as paying bills and withdrawing cash.
• Explain the potential consequences of getting into debt, including interest charges and legal action.

What you'll be able to do

• Identify situations where learning can take place, both formally and informally.
• Interact effectively with colleagues or other learners in a learning situation, demonstrating appropriate communication skills.
• Recognise that people have preferred individual learning styles and that these can impact on learning.
• Accurately record progress in learning activities, using appropriate methods.

What you'll be able to do

• Understand the importance of learning with colleagues or other learners.
• Plan the learning they will undertake with colleagues or other learners.
• Interact appropriately with colleagues or other learners in a learning situation.
• Review the learning they have undertaken with colleagues or other learners.

What you'll be able to do

• Identify the key legislation and regulations that are relevant to a customer service environment.
• Explain how legislation and regulations impact customer service practices and customer rights.

What you'll be able to do

• Understand active listening techniques, including paying attention, showing empathy, and providing feedback
• Listen to customers effectively, to understand their needs and resolve their issues

What you'll be able to do

• Maintain hand tools to ensure they are safe and effective
• Maintain hand tools in good working order

What you'll be able to do

• Understand how to make telephone calls using appropriate protocols and etiquette
• Understand how to receive and transfer telephone calls efficiently and accurately
• Make telephone calls clearly and professionally
• Receive telephone calls and transfer them appropriately

What you'll be able to do

• Understand the importance of building rapport with customers in a professional setting
• Know ways to build rapport with customers through effective communication
• Use suitable questioning techniques when making conversation with customers

What you'll be able to do

• Know influences on career choices
• Understand how to make career choices
• Prepare for a careers guidance interview
• Review individual learning plan to reflect career choices
• Review individual learning plan to reflect progression choices

What you'll be able to do

• Know how personal experiences and external factors influence career choices
• Match personal needs, interests, values, skills, abilities and attitudes to a range of career options
• Prepare effectively for a career guidance interview, including identifying relevant questions and information
• Plan learning activities for effective career management and progression

What you'll be able to do

• Understand the employee’s role in maintaining good health at work
• Know the services employers can provide to maintain the health of the workforce
• Know sources of help to ensure good health at work

What you'll be able to do

• Identify the potential risks to health associated with a chosen area of work
• Understand methods for maintaining good health and well-being in a chosen area of work

What you'll be able to do

• Produce a personal budget, taking into account income and expenditure.
• Understand the use of credit to borrow money, including the associated risks and responsibilities.

What you'll be able to do

• Compare personal income with expenditure to determine financial status
• Describe methods for saving money effectively
• Understand the implications of borrowing money, including interest and repayment terms

What you'll be able to do

• Know how communication techniques can be used to solve problems and reduce the likelihood of conflict escalating
• Know the factors that influence human responses in conflict situations, including emotional and psychological factors
• Assess and reduce risks in conflict situations, considering the safety of all parties involved
• Communicate effectively and de-escalate conflict in emotive situations, using appropriate verbal and non-verbal communication skills
• Know good practice to follow after conflict situations, including reporting, debriefing, and support for those affected

What you'll be able to do

• Understand the reasons for safe manual handling practices in the workplace
• Understand how manual handling risk assessments contribute to improving health and safety and reducing the risk of injury
• Understand the principles, types of equipment, and testing requirements associated with manual handling safety
• Apply safe manual handling principles in practical situations

What you'll be able to do

• Mix mortar or concrete according to specified ratios and safety guidelines.
• Mix mortar or concrete to the correct consistency for the intended application.

What you'll be able to do

• Understand the personal safety, health, and dignity issues relating to the movement of a person by others
• Understand how a personal handling plan and risk assessment reduce the risk of injury to everyone involved in moving a person
• Understand the principles, types of equipment, and testing requirements associated with moving people safely
• Apply safe principles when moving a person, following the personal handling plan and risk assessment

What you'll be able to do

• Know how behaviours influence different situations, including the impact of positive and negative behaviours on outcomes
• Know how own behaviour impacts on others, including the effect on relationships, communication, and teamwork
• Know strategies that can be used to modify behaviour in different situations, including techniques for managing emotions, improving communication, and resolving conflict
• Know how personal behaviour affects personal success, including the link between behaviour, motivation, and achievement

What you'll be able to do

• Explain how different factors can affect behaviour in various situations.
• Describe how different codes of behaviour influence behaviour in different situations.
• Identify strategies to use to manage behaviour in different situations.
• Manage own behaviour effectively in given situations.
• Explain how personal behaviour affects personal success.

What you'll be able to do

• Know the various methods and techniques used to gather feedback on own performance in a customer service role
• Know the range of learning activities that can be undertaken to develop own ability and skills in customer service
• Understand the benefits of continuously developing own skills and knowledge to improve performance in customer service

What you'll be able to do

• Identify the requirements for personal presentation in the workplace.
• Explain how requirements for personal presentation vary across different types of workplace.
• Present self appropriately for the workplace.

What you'll be able to do

• Know the specific requirements for personal presentation in a workplace setting
• Understand how requirements for personal presentation can vary across different types of workplace environments
• Present oneself appropriately for the workplace
• Understand the importance of maintaining personal hygiene for the workplace

What you'll be able to do

• Select a suitable enterprise activity, considering factors such as market demand, resources, and skills
• Know appropriate roles and skills required for the enterprise activity, including identifying the tasks involved and the skills needed to perform them effectively
• Understand the costs involved in producing and selling a product or service, including materials, labour, and marketing expenses
• Know appropriate promotional techniques, including advertising, social media, and public relations

What you'll be able to do

• Choose a viable enterprise activity based on market research and feasibility studies
• Prepare a plan for implementing an enterprise activity, including resources, timelines and budget
• Understand the risks involved in running the enterprise activity and how to mitigate them

What you'll be able to do

• Organise personal arrangements in preparation for a specific job interview
• Research information about a specific job offered for interview
• Prepare questions and answers in anticipation of a specific job interview
• Communicate effectively during a specific job interview
• Reflect on performance following a specific job interview to identify areas for improvement

What you'll be able to do

• Plan the necessary arrangements for attending a job interview for a specific job role.
• Research a specific organisation prior to attending a job interview.
• Prepare relevant questions, including those requiring extended responses, to ask during a specific job interview.
• Apply appropriate interview techniques during a specific job interview.
• Reflect on performance and outcomes following a specific job interview.
• Plan improvements to interview techniques for future job interviews.

What you'll be able to do

• Prepare the planting site and necessary materials for planting a tree
• Plant and stake a tree correctly, providing appropriate immediate aftercare to ensure its establishment
• Clear the work area and dispose of waste materials responsibly after planting and staking a tree

What you'll be able to do

• Understand the importance of demonstrating positive attitudes at work
• Understand the importance of demonstrating positive behaviours at work
• Demonstrate a range of positive attitudes in the workplace
• Demonstrate a range of positive behaviours in the workplace
• Assess own attitudes in the workplace
• Assess own behaviours in the workplace

What you'll be able to do

• Understand the key principles of leading a group activity effectively.
• Demonstrate effective leadership skills when working with others in a group setting.
• Evaluate their own leadership performance, identifying strengths and areas for development.

What you'll be able to do

• Know which leadership skills are appropriate to use with others in different situations
• Demonstrate leadership skills effectively when working in a group
• Review own practice of leadership skills to identify areas for improvement

What you'll be able to do

• Prepare service areas and equipment effectively for food and drink service
• Prepare customer areas to a suitable standard for food and drink service
• Clear food and drink service areas efficiently after service
• Clean and store glassware correctly, maintaining hygiene standards

What you'll be able to do

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

What you'll be able to do

• Know about the work placement company or organisation, including its activities and values
• Know what is expected of the learner during the work placement, including roles and responsibilities
• Set realistic and achievable goals to help the learner get the most out of the work placement

What you'll be able to do

• Know the company or organisation where the work placement is planned, including its mission and values
• Know the information needed before starting the work placement, such as dress code and health and safety procedures
• Know what the company or organisation expects of the learner during the work placement, including attendance and performance standards
• Set goals relating to the work placement, identifying specific skills and knowledge to be developed

What you'll be able to do

• Identify the information required to prepare effectively for an interview.
• Prepare appropriate responses to potential interview questions.
• Plan travel arrangements for attending an interview.

What you'll be able to do

• Know information required in preparing for an interview, such as company details and job specifications.
• Prepare answers to interview questions, demonstrating relevant skills and experience.

What you'll be able to do

• Understand the importance of providing accurate and relevant personal information in relation to various workplace situations, such as recruitment, training, and emergency contact details.
• Understand the risks associated with sharing personal information in the workplace, including data breaches, identity theft, and discrimination.
• Use effective communication skills to accurately provide own personal information in telephone calls, ensuring clarity, conciseness, and professionalism.
• Produce documents requiring personal information in relation to work situations, such as application forms, expense claims, and absence reports, ensuring accuracy and completeness.
• Present personal information on a curriculum vitae (CV) in relation to an employment opportunity, highlighting relevant skills, experience, and qualifications.
• Present, in different formats, evidence of own personal achievements, in relation to future employment, such as portfolios, presentations, and testimonials.
• Reflect on written and verbal skills used when presenting personal information, identifying strengths and areas for development.

What you'll be able to do

• Know current legislation relating to the sale and purchase of age-restricted products.
• Prevent unlawful sales of age-restricted products.
• Understand licensing, age restrictions, legal responsibilities and penalties that apply to body modification products and services.
• Understand licensing, age restrictions, legal responsibilities and penalties that apply to licensed hospitality.
• Understand licensing, age restrictions, legal responsibilities and penalties that apply to the gambling industry.
• Understand licensing, age restrictions, legal responsibilities and penalties that apply to restricted entertainment.
• Understand licensing, age restrictions, legal responsibilities and penalties that apply to retail.

What you'll be able to do

• Know the correct procedures for cleaning drink dispense lines to meet the required standards
• Safely handle and use cleaning agents when cleaning drink dispense lines
• Safely operate equipment used in the cleaning of drink dispense lines

What you'll be able to do

• Understand the fundamental principles of customer service
• Understand how customer needs and expectations are formed in various contexts
• Know the interpersonal skills and appropriate behaviour required in a customer service environment
• Understand the principles of responding effectively to customers’ problems or complaints

What you'll be able to do

• Deliver good customer service in a variety of situations
• Know different communication methods used in customer service
• Provide good customer service in line with organisational procedures and policies
• Effectively deal with customer queries in a professional manner
• Effectively deal with customer problems and complaints, following organisational guidelines

What you'll be able to do

• Understand the importance to the organisation of providing excellent customer service in the hospitality, leisure, travel and tourism industries, and the impact on its reputation and profitability.
• Understand the role of the individual in delivering customer service in the hospitality, leisure, travel and tourism industries, including communication skills and problem-solving.
• Understand the importance of identifying and meeting customers’ needs and expectations in the hospitality, leisure, travel and tourism industries, and how to exceed them.

What you'll be able to do

• Understand the hazards and risks associated with fire in the workplace, including sources of ignition, flammable materials, and potential consequences.
• Understand how fire risk is controlled in the workplace through preventative measures, such as fire safety equipment, emergency procedures, and staff training.

What you'll be able to do

• Understand the hazards associated with fire in the workplace
• Understand the risks associated with fire in the workplace
• Understand how fire risk is controlled in the workplace through preventative measures

What you'll be able to do

• Understand the importance of food handlers keeping themselves clean and hygienic.
• Understand the importance of maintaining clean and hygienic work areas.
• Understand the importance of keeping food products safe.

What you'll be able to do

• Understand the importance of food handlers keeping themselves clean and hygienic
• Understand the importance of keeping work areas clean and hygienic
• Understand the importance of keeping food products safe

What you'll be able to do

• Understand the main responsibilities for health and safety in the workplace
• Understand how the workplace environment can affect health and safety

What you'll be able to do

• Maintain cellars to ensure optimal conditions for storing drinks
• Prepare kegs and gas cylinders for use in dispensing drinks

What you'll be able to do

• Know about the roles and responsibilities of individuals within a customer service team
• Know about the importance of teamwork and communication in providing excellent customer service
• Follow up on customer service actions to ensure customer satisfaction
• Document customer service interactions and outcomes accurately
• Maintain customer service through effective handover, providing clear and concise information to colleagues
• Use handover procedures to ensure continuity of service and prevent customer dissatisfaction

What you'll be able to do

• Prepare service areas for table service
• Prepare equipment for table service
• Prepare customer areas for table service
• Prepare dining areas for table service
• Clear dining areas after table service
• Clear service areas after table service

What you'll be able to do

• Prepare customer areas in a bar, ensuring they are clean, tidy, and welcoming
• Prepare service areas in a bar, ensuring they are organised and stocked with necessary supplies
• Clear customer areas in a bar, removing empty glasses and other items promptly and efficiently
• Clear service areas in a bar, disposing of waste and restocking supplies as needed
• Clean glassware effectively, using appropriate cleaning products and techniques
• Store glassware safely and hygienically, preventing damage and contamination

What you'll be able to do

• Prepare the work area for service, ensuring it is clean, organised, and ready for the preparation of hot drinks.
• Prepare equipment for service, ensuring it is clean, functional, and safe to use.
• Prepare and serve a range of instant hot drinks according to standard recipes and customer preferences.

What you'll be able to do

• Prepare service areas for wine service, ensuring they are clean, organised, and appropriately set up.
• Prepare equipment for wine service, ensuring it is clean, functional, and ready for use.
• Prepare and manage wine stock for service, ensuring correct storage and rotation.
• Promote and serve wines in accordance with relevant legislation and to meet customer needs and preferences.
• Present and serve wine in a manner that complies with relevant legislation and meets customer expectations.

What you'll be able to do

• Know the importance of promoting additional services or products that are available to customers within the organisation.
• Promote additional services or products to customers in a way that benefits both the organisation and the customer.

What you'll be able to do

• Prepare a buffet display, ensuring food safety and presentation standards are met.
• Maintain a buffet display, including replenishing food items and monitoring temperature controls.
• Prepare a carvery display, ensuring the meat is cooked and presented appropriately.
• Maintain a carvery display, including carving techniques and temperature control.
• Serve customers at a buffet display, providing assistance and information about the food items.
• Assist customers at a carvery display, carving meat to their specifications and providing appropriate accompaniments.

What you'll be able to do

• Describe how to serve customers effectively at a counter in a takeaway service
• Explain how to maintain the cleanliness and organisation of counter and service areas

What you'll be able to do

• Know about different types of customer service problems that may arise in a hospitality setting
• Know about the potential causes and impact of customer service problems on the organisation and the customer
• Resolve customer service problems effectively, using appropriate communication and problem-solving skills
• Escalate customer service problems when necessary, following organisational procedures

What you'll be able to do

• Understand why effective communication is important in adult social care settings, including its impact on individuals' well-being and safety.
• Understand how to meet the communication and language needs, wishes and preferences of an individual, taking into account their diverse backgrounds and abilities.
• Understand how to reduce barriers to communication, including physical, sensory, and emotional barriers.
• Understand confidentiality requirements in adult social care settings, including data protection principles and the importance of respecting individuals' privacy.

What you'll be able to do

• Understand the importance of diversity, equality and inclusion in adult social care settings.
• Work in an inclusive way that promotes diversity, equality and inclusion.
• Access information, advice and support about diversity, equality, inclusion and discrimination in adult social care settings.

What you'll be able to do

• Use resources effectively

What you'll be able to do

• Understand the purpose of information technology within a business organisation
• Understand how to manage electronic information effectively
• Understand how to manage paper-based information effectively
• Understand the purpose of producing documents that are fit-for-purpose for a business
• Know the correct procedures to be followed when producing business documents

What you'll be able to do

• Understand what is required for good practice in adult social care roles, including relevant legislation, policies and procedures.
• Understand how learning activities, such as training, supervision and reflective practice, can develop knowledge, skills and understanding in adult social care.
• Know how a personal development plan can contribute to own learning and development in an adult social care role.

What you'll be able to do

• Understand how to make professional and effective telephone calls in a business environment
• Understand how to receive telephone calls, including taking messages and directing calls appropriately
• Understand how to handle incoming and outgoing mail, including sorting, distributing, and preparing mail items
• Understand how to use different types of office equipment, such as printers, photocopiers, and scanners
• Understand how to keep waste to a minimum in a business environment, including recycling and reducing paper consumption
• Make arrangements for meetings, including booking rooms, sending invitations, and preparing agendas
• Understand procedures for organising travel and accommodation arrangements for business purposes
• Understand diary management procedures, including scheduling appointments and managing conflicts
• Understand the purpose of delivering effective customer service in an administrative role and how to do so
• Understand the purpose of reception services in a business and how to follow reception procedures, including greeting visitors and handling enquiries

What you'll be able to do

• Recognise the signs of potential abuse in health and social care settings.
• Respond appropriately to suspected or alleged abuse in line with organisational policies and procedures.
• Understand the national context of safeguarding and protection from abuse, including relevant legislation and guidance.
• Understand the local context of safeguarding and protection from abuse, including local policies and procedures.
• Understand ways to reduce the likelihood of abuse occurring in health and social care settings.
• Recognise unsafe practices that could lead to abuse or harm.
• Report unsafe practices in line with organisational policies and procedures.

What you'll be able to do

• Know the procedures for setting up the kitchen for service, ensuring all equipment and resources are available and ready for use.
• Know the procedures for closing the kitchen, including cleaning, sanitising, and storing equipment and food items according to hygiene and safety standards.

What you'll be able to do

• Prepare equipment for maintenance activities, ensuring all necessary tools and materials are available.
• Undertake maintenance procedures according to established guidelines and manufacturer's instructions.
• Work safely during equipment maintenance, adhering to health and safety regulations and using appropriate personal protective equipment.

What you'll be able to do

• Understand the nature of work-related problems and their potential impact
• Resolve problems effectively in a work-related environment

What you'll be able to do

• Know the purpose and function of a Curriculum Vitae (CV)
• Know the information required to be included in a CV
• Produce a CV that is accurate, relevant and well-presented

What you'll be able to do

• Understand the purpose of producing high quality and attractive documents in a business environment.
• Know the resources and technology available and how to use them when producing documents in a business environment.
• Understand the purpose of following procedures when producing documents in a business environment.
• Prepare for tasks.
• Produce documents to agreed specifications.

What you'll be able to do

• Understand how personal information is typically used and provided in various workplace situations
• Provide accurate and relevant personal information during telephone conversations in a professional manner
• Complete workplace documents accurately, providing all necessary personal information
• Present evidence of personal achievements in different formats suitable for workplace requirements
• Develop and improve personal skills relevant to presenting personal information effectively
• Understand the importance of providing accurate and up-to-date personal information throughout working life

What you'll be able to do

• Recognise different types of customer queries and requests.
• Deal with customer queries and requests in a professional and timely manner.
• Recognise different types of customer problems and complaints.
• Deal with customer problems and complaints effectively and efficiently.
• Explain how to identify customer queries, requests and problems.
• Describe the procedures for dealing with customer queries, requests and problems in line with organisational policies.

What you'll be able to do

• Understand why risk assessments are necessary for maintaining and improving standards of health and safety at work
• Understand the fundamental principles of conducting a risk assessment

What you'll be able to do

• Increase the likelihood of success in an enterprise activity, including planning, resource management, and marketing strategies
• Complete an enterprise activity, including setting objectives, managing resources, and working effectively as part of a team
• Review the success of the enterprise activity, including evaluating outcomes, identifying areas for improvement, and learning from experience

What you'll be able to do

• Develop a strategy to ensure the success of an enterprise activity
• Carry out an enterprise activity using appropriate skills and procedures
• Evaluate the profitability of the enterprise activity
• Review personal involvement in an enterprise activity

What you'll be able to do

• Identify potential risks and hazards present in a workplace environment
• Describe methods to reduce the risk of harm to themselves or others in the workplace
• Explain how to deal with identified hazards and risks within the workplace environment

What you'll be able to do

• Know their personal responsibilities under the Health and Safety at Work Act
• Know why it is important to work in a safe and hygienic way
• Know about hazards and safety in the workplace

What you'll be able to do

• Identify various sources of information about available jobs
• Recognise own interests and skills in relation to different job roles
• Demonstrate how to effectively search for job vacancies using appropriate methods

What you'll be able to do

• Understand how to use various sources of information to find out about available jobs
• Understand how to relate own skills, interests and achievements to potential job roles to identify suitable career paths
• Investigate job vacancies using appropriate methods and resources

What you'll be able to do

• Understand personal strengths and weaknesses in relation to work or learning.
• Understand the importance of recognising personal skills and qualities for career development.
• Understand the process of setting realistic and achievable goals.

What you'll be able to do

• Understand the importance of self-management for work, including time management, organisation, and prioritisation.
• Self-manage for work, demonstrating effective time management, organisation, and prioritisation skills.
• Review own self-management skills for work, identifying areas for improvement and developing strategies for personal development.

What you'll be able to do

• Understand self-management techniques and their application in the workplace
• Demonstrate effective time management skills in a work environment
• Assess own time management skills and identify areas for improvement

What you'll be able to do

• Accurately take customer orders for drinks
• Serve alcoholic and non-alcoholic drinks according to establishment procedures
• Know the relevant legislation that applies to the responsible serving of alcoholic drinks

What you'll be able to do

• Greet customers in a polite and professional manner upon arrival at a dining area.
• Take customer orders accurately, including dietary requirements and special requests.
• Serve customers in a dining area, following appropriate service techniques and etiquette.
• Handle customer requests and complaints effectively and efficiently.

What you'll be able to do

• Understand how to develop and confirm personal targets that are specific, measurable, achievable, relevant, and time-bound (SMART).
• Review progress against own targets, identifying achievements, challenges, and areas for improvement.

What you'll be able to do

• Understand the importance of setting targets in the workplace
• Understand the importance of meeting targets in the workplace
• Set personal targets in line with organisational procedures
• Review personal targets in line with organisational procedures

What you'll be able to do

• Understand that both individuals and organisations encounter problems in the workplace
• Use available sources of help effectively to address workplace problems
• Consider possible solutions to workplace problems, evaluating their potential impact
• Apply appropriate strategies to solve identified workplace problems

What you'll be able to do

• Understand the benefits of having set standards in customer service, such as improved customer satisfaction and business reputation
• Understand why expectations have to be set in a customer service environment, to ensure consistent and reliable service delivery

What you'll be able to do

• Recognise that summaries are written with a specific audience and purpose in mind
• Differentiate between the key points and supporting information within straightforward documents
• Summarise the key points accurately and concisely from straightforward documents

What you'll be able to do

• Know how the intended purpose and audience for a summary influences the way in which it is written, considering factors such as tone, level of detail, and language.
• Produce an accurate summary of a chosen document, capturing the main points and key information in a concise and coherent manner.

What you'll be able to do

• Apply the practical skills required to deliver effective customer service in a customer service environment
• Demonstrate how to meet customer needs and expectations in a customer service environment
• Communicate effectively with customers using appropriate methods in a customer service environment
• Apply customer service improvements to enhance the customer experience
• Develop self to improve performance in a customer service environment

What you'll be able to do

• Know why working collaboratively with others in a team is important for achieving common goals in customer service
• Understand how to effectively support the work of a team by contributing ideas, sharing information, and assisting colleagues

What you'll be able to do

• Understand the history of terrorism and its evolution.
• Understand the different classifications of terrorist groups and their ideologies.
• Understand the current terrorist threats to the UK and their potential impact.
• Understand how to report suspicious activity, objects, and suspected threats to the appropriate authorities.
• Understand the different government threat levels relevant to the UK and their implications.

What you'll be able to do

• Understand why risk assessments are necessary for maintaining standards of health and safety at work
• Understand why risk assessments are necessary for improving standards of health and safety at work
• Understand the principles of risk assessment

What you'll be able to do

• Know current legislation relating to the sale and purchase of age-restricted products, including legal age limits and acceptable forms of identification.
• Prevent unlawful sales of age-restricted products, implementing effective procedures for age verification and refusing sales where necessary.

What you'll be able to do

• Know the principles and values that underpin work in health and social care for adults, children and young people
• Know the principles and values that underpin work in early years and childcare settings
• Know ways to respect and value those who access services in health and social care for adults, children and young people
• Know ways to respect and value those who access services in early years and childcare settings

What you'll be able to do

• Know the range of service provision available in health and social care for adults.
• Know the range of service provision available in health and social care for children and young people.
• Know the range of service provision available in early years.
• Know the range of service provision available in childcare.
• Know the range and scope of roles within the health and social care sector for adults.
• Know the range and scope of roles within the health and social care sector for children and young people.
• Know the range and scope of roles within the early years sector.
• Know the range and scope of roles within the childcare sector.

What you'll be able to do

• Know their employment rights under the law
• Know their employment responsibilities under the law
• Understand documents relevant to their employment
• Know key employment procedures at work

What you'll be able to do

• Understand the effect of customer service on the success of a retail business
• Understand methods that retail businesses use to determine customer needs and preferences
• Understand the importance of customer service standards to a retail business
• Understand the importance of customer service policies and procedures to a retail business
• Understand how customer complaints are resolved in a retail business
• Understand how customer problems are resolved in a retail business

What you'll be able to do

• Understand the importance of customer service to a retail business, including its impact on customer loyalty, reputation, and profitability.
• Understand what gives customers a positive initial impression of a retail business and its staff, such as appearance, attitude, and environment.
• Understand how customer service is adapted to meet the needs of individual customers, considering factors such as age, culture, and disability.
• Understand the importance of communication to the delivery of customer service, including verbal, non-verbal, and written communication skills.
• Understand a variety of customer complaints and problems, and how to address them effectively and professionally.

What you'll be able to do

• Know the statutory rights and responsibilities of employees and employers within own area of work, including health and safety regulations
• Understand agreed ways of working that protect own relationship with employer, including confidentiality and data protection
• Know how own role fits within the wider context of the sector, understanding the organisation's structure and objectives
• Know career pathways available within own and related sectors, including opportunities for progression and development

What you'll be able to do

• Understand the effect of climate change on the environment, including its impact on various ecosystems and resources.
• Understand the relevance of climate change issues to the retail sector, including potential risks and opportunities.
• Know the key environmental legislation which impacts on the retail sector, including regulations related to waste management, energy consumption, and water usage.
• Understand how waste is managed within the retail sector, including strategies for reducing, reusing, and recycling waste materials.
• Understand energy conservation practices and how to reduce carbon emissions within the retail sector, including measures to improve energy efficiency and promote renewable energy sources.
• Understand water conservation practices and the demand on water consumption within the retail sector, including strategies for reducing water usage and promoting water efficiency.

What you'll be able to do

• Know the main provisions of health and safety legislation in relation to a retail business, including relevant regulations and guidelines.
• Know what actions to take in an emergency situation within a retail business, including evacuation procedures and first aid protocols.
• Understand the employees’ responsibilities in reporting hazards that typically occur on the premises of a retail business.
• Understand the employees’ responsibilities in reporting accidents that typically occur on the premises of a retail business.
• Understand safe handling procedures for goods and materials within a retail environment.
• Understand safe storage procedures for goods and materials within a retail environment.
• Understand safe disposal procedures for waste and hazardous materials within a retail environment.
• Understand safe working practices to minimise risks and prevent accidents in a retail business.

What you'll be able to do

• Identify the main provisions of health and safety legislation relevant to a retail business.
• Describe how health and safety are maintained on the premises of a retail business, including hazard identification and risk assessment.
• Explain the procedures for maintaining a safe and healthy environment for staff and customers.
• Describe the methods used to keep cash secure on the premises of a retail business.
• Explain the procedures for keeping stock secure on the premises of a retail business, including loss prevention measures.

What you'll be able to do

• Know the employment rights of an employee, and the responsibilities of both the employee and the employer within a retail business.
• Understand the importance of effective teamwork in a retail business.
• Recognise the characteristics of effective teamwork in a retail business.
• Understand the impact of effective communication skills when working as part of a retail team.
• Understand how the roles and responsibilities of retail teams relate to the structure of retail organisations.
• Understand how the roles and responsibilities of retail teams relate to the function of retail organisations.
• Understand how to improve personal performance in a retail environment.
• Understand how personal performance contributes to the overall success of a retail business.

What you'll be able to do

• Know the key employment rights of employees within a retail business
• Know the key employment responsibilities of employees within a retail business
• Know the key employment responsibilities of the employer within a retail business
• Know the characteristics of effective team working in a retail business, including communication and collaboration
• Understand a range of activities for improving own skills and performance in a retail environment

What you'll be able to do

• Know why having a positive and proactive mind-set is important for success and job satisfaction in the workplace
• Improve and maintain a positive mind-set through self-reflection, goal setting, and positive self-talk

What you'll be able to do

• Identify the range of security risks faced by a retail business
• Explain the effect which crime has on a retail business and its staff
• Describe actions that can be taken to prevent crime in a retail business
• Explain how security incidents should be dealt with

What you'll be able to do

• Understand how retail outlets differ in size.
• Understand how retail outlets differ in type.
• Understand the range of retail occupations.
• Understand the retail supply chain.
• Understand the contribution which the retail sector makes to the economy of the United Kingdom.
• Understand how customers’ concerns influence the products offered by retailers.
• Understand how customers’ concerns influence the services offered by retailers.

What you'll be able to do

• Understand the principles of stock control, including stock rotation, minimising waste, and maintaining accurate records.
• Understand how to move, handle, and store stock safely and efficiently, considering different types of stock and storage requirements.
• Understand procedures for replenishing stock, including identifying when stock levels are low and placing orders with suppliers.

What you'll be able to do

• Understand the importance of maintaining appropriate stock levels to meet customer demand and minimise losses.
• Understand the procedures for receiving goods on the premises of a retail business, including checking deliveries and documentation.
• Understand the correct methods for storing stock to prevent damage, deterioration, or loss due to theft or other factors.

What you'll be able to do

• Know the different methods of payment that are commonly accepted from retail customers, including cash, cards, and digital payment systems.
• Understand the potential risks involved in handling payments, such as fraud, theft, and errors.
• Understand the cashier’s responsibility for providing excellent customer service at the payment point, including processing transactions efficiently and accurately.
• Understand the cashier’s specific responsibilities when processing age-restricted goods at the payment point, including verifying customer age and refusing sales to underage individuals.

What you'll be able to do

• Understand the five steps of the selling model and their application in a retail environment.
• Understand how to use different types of questions to effectively identify customers’ needs and preferences.
• Understand the benefits of comprehensive product knowledge and how to utilise it to enhance sales.
• Understand various techniques used to close sales effectively and ethically.

What you'll be able to do

• Understand the selling process, including identifying customer needs, presenting products, handling objections, and closing the sale.
• Understand how to find out what the customer wants through effective questioning, active listening, and observation.
• Understand how product information can be used to promote sales, highlighting features, benefits, and value to the customer.

What you'll be able to do

• Explain the importance window displays have in translating the retailer’s identity to the customer
• Explain how events and props are used to promote merchandise in a retail environment
• Describe how to plan and install window and store displays
• Explain how floor layouts and product adjacencies maximise sales
• Explain the importance of product preparation and handling

What you'll be able to do

• Know methods and procedures for storing information effectively, including physical and digital systems
• Know methods and procedures for retrieving information efficiently, using appropriate search techniques
• Store information accurately and securely, following organisational guidelines
• Retrieve information promptly and efficiently, responding to requests effectively

What you'll be able to do

• Safely use online and digital systems
• Understand the uses of social media platforms for communication and information sharing
• Communicate effectively using email and online chat facilities

What you'll be able to do

• Know about different types of office equipment and their uses in a workplace environment.
• Understand the purpose of following instructions when operating office equipment.
• Understand the importance of adhering to health and safety procedures when using office equipment.
• Understand how to use office equipment in a way that minimises waste of resources.
• Know about the different types of problems that may occur when using office equipment and how to deal with them effectively.
• Understand the purpose of meeting work standards and deadlines when using office equipment.
• Understand the purpose of leaving equipment and the work area ready for the next user.
• Use office equipment safely and effectively to complete work tasks.

What you'll be able to do

• Use e-mail software tools and techniques to compose e-mail messages
• Use e-mail software tools and techniques to send e-mail messages
• Manage incoming email effectively by prioritising and organising messages

What you'll be able to do

• Connect to the internet using appropriate hardware and software
• Use browser software to navigate web pages effectively
• Use browser tools to search for information from the internet efficiently
• Use browser software to communicate information online in a clear and concise manner
• Follow safety practices when working online to protect personal information
• Understand the need for security practices when working online to prevent cyber threats

What you'll be able to do

• Understand the procedures for receiving goods and materials in a warehousing environment
• Understand the correct methods for storing goods and materials in a warehousing environment
• Understand the processes involved in processing orders for goods
• Understand the processes involved in dispatching goods from a warehouse
• Understand how to deliver effective customer service in a warehousing environment
• Understand relevant Health and Safety legislation and procedures in a warehousing environment
• Understand relevant Security procedures in a warehousing environment
• Understand relevant Legislation relating to warehousing and storage
• Understand how to be an effective team worker in a warehousing environment

What you'll be able to do

• Understand the role volunteers play in different volunteering situations and contexts
• Undertake voluntary work in a responsible and effective manner

What you'll be able to do

• Find voluntary work that matches own skills and interests.
• Undertake voluntary work.
• Understand the benefits to the individual from taking part in voluntary work.

What you'll be able to do

• Understand the advantages of having a team complete a task.
• Understand the disadvantages of having a team complete a task.
• Understand the need for a team to work to an agreed code of conduct.
• Recognise the different strengths, skills and experiences different people bring to a team.
• Understand how to allocate roles and responsibilities within the team in relation to a given task.
• Work positively as a member of a team.
• Reflect on the performance of a team.

What you'll be able to do

• Know that effective teamwork requires team members to behave in certain ways, such as being cooperative, respectful, and communicative.
• Contribute to a team task by sharing ideas, offering support, and completing assigned responsibilities.
• Know the roles and responsibilities of team members (including their own) in relation to a given task, understanding how each role contributes to the overall goal.
• Work positively as a member of a team, demonstrating effective communication, collaboration, and problem-solving skills.
• Review own performance as a member of a team, identifying strengths and areas for improvement and seeking feedback from others.

What you'll be able to do

• Understand how to communicate effectively with customers in the cleaning and support services industry
• Understand how to meet customers’ needs and expectations in the cleaning and support services industry
• Understand how to contribute to effective team working within the cleaning and support services industry