How you’d get it
How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer Highfield Qualifications has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and Highfield Qualifications awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Highfield Qualifications.
01What it is
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These are the units Highfield Qualifications registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated. Zavmo teaches towards them on your own work.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with Highfield Qualifications. It does the teaching and the mapping. Highfield Qualifications sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
02The units
What each unit actually teaches you to do
Aerate turf by hand Real unit · Highfield Qualifications
You'll gain knowledge of the purpose and techniques of aerating turf by hand. They will be able to select appropriate tools, demonstrate safe and effective aeration methods, and maintain the tools used in the process.
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
Alternatives to Paid Work Real unit · Highfield Qualifications
You'll examine various alternatives to paid work, such as volunteering and community involvement, including their benefits and challenges. The unit also focuses on identifying and transferring skills and knowledge gained from these alternatives to other life areas.
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
An Introduction to Accounting Real unit · Highfield Qualifications
This unit introduces learners to basic accounting principles, including applying mathematical skills in financial contexts. You'll understand common accounting terminology, roles within accounting, effective communication, and the use of IT programmes supporting accounting tasks.
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
Applying for a Job Real unit · Highfield Qualifications
It teaches you to understand different methods of applying for jobs, including online applications and CVs. You'll learn to complete job application forms accurately and present information clearly and concisely.
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
Assessing myself for a career Real unit · Highfield Qualifications
It teaches you to understand how communication, teamwork, and problem-solving contribute to business success. You'll evaluate their own skills and attributes, audit sector-specific competencies, and plan development to inform career choices.
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.
Assessing myself for a job Real unit · Highfield Qualifications
You'll assess their own skills and personal attributes against job requirements and plan development activities to improve employability. The unit covers sector-specific skills and the importance of positive attitudes, teamwork, and communication.
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.
Assessing myself for work Real unit · Highfield Qualifications
You'll explore the skills and personal attributes necessary for success in work, assess their own abilities, and identify areas for development. They will produce an action plan to enhance their skills and attributes for specific job roles.
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
Assist with harvesting and preparing crops Real unit · Highfield Qualifications
It teaches you to assist with harvesting and preparing crops safely under supervision. You'll follow instructions, use appropriate tools, and adhere to hygiene and quality standards during crop handling.
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
Assist with potting up rooted cuttings, large seedlings or plugs by hand Real unit · Highfield Qualifications
You'll develop practical skills to prepare for potting, pot rooted cuttings, large seedlings or plugs by hand, and provide immediate aftercare. The unit also covers maintaining a clean and safe work environment during and after potting activities.
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
Assist with the Maintenance of Equipment Real unit · Highfield Qualifications
It teaches you to assist with equipment maintenance by preparing equipment and tools, performing maintenance tasks under supervision, and adhering to health and safety regulations. You'll develop safe working practices throughout the maintenance process.
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
Assist with the movement of animals Real unit · Highfield Qualifications
This unit develops learners' skills in safely assisting with the movement, loading, and unloading of animals. You'll follow instructions, apply appropriate handling techniques, and identify hazards to ensure animal welfare and safety.
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.
Awareness of Equality and Diversity Real unit · Highfield Qualifications
You'll gain knowledge of key definitions, concepts, and legislation related to equality and diversity. The unit emphasises the importance of promoting inclusive behaviour and understanding discrimination within organisations.
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
Being Responsible for Other People’s Money Real unit · Highfield Qualifications
This unit covers different methods of payment and their appropriate use, emphasising the importance of responsibly handling other people’s money. You'll understand relevant procedures and demonstrate accurate management of financial transactions.
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.
Building Working Relationships with Colleagues Real unit · Highfield Qualifications
This unit focuses on building effective working relationships with colleagues through positive communication and appropriate behaviour. You'll learn to interact professionally with employers, managers, and peers within the workplace.
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.
Building Working Relationships with Customers Real unit · Highfield Qualifications
You'll understand how employee interactions influence customer perceptions of an organisation and the importance of following customer service protocols. They will develop skills to interact positively with customers in line with organisational procedures.
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
Career Progression Real unit · Highfield Qualifications
You'll explore the concept of career progression, its importance, and how to assess their own skills and qualities. They will identify potential career opportunities and plan short-term goals to support their career development.
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.
Collect and prepare produce or plant material for transport Real unit · Highfield Qualifications
This unit provides learners with knowledge and skills to collect and prepare produce or plant material for transport. You'll learn methods to avoid damage, clean, sort, package, and label items appropriately for safe transportation.
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
Communicate effectively with customers Real unit · Highfield Qualifications
You'll learn to communicate effectively with customers using appropriate verbal and non-verbal techniques. The unit covers adapting communication styles to different customer needs and preferences, as well as demonstrating active listening skills.
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
Communicate in a business environment Real unit · Highfield Qualifications
You'll learn to communicate effectively in a business environment, including planning communication, writing, verbal communication, and using feedback. The unit covers appropriate language, tone, and communication purposes in business contexts.
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
Communicating Solutions to Others Real unit · Highfield Qualifications
This unit provides knowledge of problem-solving techniques and how to communicate solutions effectively to different audiences. You'll learn to adapt their communication style and review their own performance in conveying solutions.
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
Communication Methods Real unit · Highfield Qualifications
You'll explore various communication methods and models used in customer service. The unit covers effective communication with customers face-to-face, over the phone, and via the internet to support customer satisfaction.
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
Complaint Resolution Real unit · Highfield Qualifications
This unit provides learners with knowledge of complaint handling and resolution, including managing complaints on social media. You'll recognise signs of escalation and apply techniques to resolve complaints professionally and effectively.
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
Completing a job application form Real unit · Highfield Qualifications
It teaches you to accurately complete a simple job application form by providing relevant information clearly and legibly. You'll also develop skills in proofreading to ensure applications are free from errors.
What you'll be able to do
- Accurately complete a simple job application form.
Completing an Application Form Real unit · Highfield Qualifications
This unit covers the information required to complete an application form, including personal details, qualifications, experience, and references. You'll develop the skills to accurately and effectively complete application forms with clear and concise information.
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
Construct a composter Real unit · Highfield Qualifications
It teaches you to construct a composter by identifying required tools and materials, following assembly instructions, practising safe working methods, and verifying the completed structure against specifications.
What you'll be able to do
- Construct a composter according to given instructions or plans
Contributing to Meetings Real unit · Highfield Qualifications
You'll develop knowledge of different meeting types, structures, participant roles, and common meeting problems. The unit teaches you to contribute effectively to discussions and take responsibility for agenda items by preparing and presenting information appropriately.
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
Creating First Impressions Real unit · Highfield Qualifications
You'll explore factors influencing customers’ first impressions in a business context, including appearance, body language, tone of voice, and communication style. The unit covers how to create a positive first impression through appropriate personal presentation and interaction.
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
Customer Feedback Real unit · Highfield Qualifications
You'll understand the importance of collecting customer feedback and how it can be used to improve business performance. They will explore ways customer feedback influences future planning and enhances products, services, and customer satisfaction.
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
Customer Service Principles Real unit · Highfield Qualifications
You'll develop knowledge of the key principles of good customer service and the importance of meeting customer expectations. They will explore different communication methods and learn how to provide customer service in line with organisational procedures, including handling queries and complaints.
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.
Deal with customers face to face Real unit · Highfield Qualifications
You'll learn to communicate effectively with customers face to face, using clear language and active listening. The unit also covers building rapport through positive body language and adapting communication styles to individual customer needs.
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
Dealing with Payments Real unit · Highfield Qualifications
You'll develop knowledge of setting up and operating a payment point efficiently. The unit covers preparation, processing different payment types, and managing problems that may occur during payment transactions.
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
Dealing with Problems in daily life Real unit · Highfield Qualifications
You'll develop awareness of recognising straightforward problems encountered in daily life and learn strategies to tackle these problems effectively. The unit also covers evaluating the success of applied problem-solving methods.
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
Delivery of effective customer service Real unit · Highfield Qualifications
It teaches you to describe the principles of customer service and understand how customer needs and expectations are formed. You'll learn to respond to problems or complaints professionally and identify key interpersonal and teamwork skills.
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
Determine soil pH with colour indicator test kit under supervision Real unit · Highfield Qualifications
You'll gain knowledge and practical skills to determine soil pH using a colour indicator test kit under supervision. This includes understanding the purpose of soil pH testing, the operation of the test kit, preparation of soil samples, and accurate recording of results.
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
Developing Personal Presentation Skills for the Workplace Real unit · Highfield Qualifications
It teaches you to understand the importance of personal presentation in the workplace and demonstrate appropriate dress, grooming, language, and body language to present themselves professionally.
What you'll be able to do
- Know about personal presentation for the workplace
- Present self appropriately for the workplace
Developing Personal Skills for Leadership Real unit · Highfield Qualifications
You'll gain knowledge of leadership features, styles, and their impact on team performance. The unit covers decision-making processes, giving instructions, and providing and receiving feedback within a group setting.
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
Developing effective communication skills for the workplace Real unit · Highfield Qualifications
This unit equips learners with effective communication skills for the workplace, covering verbal, non-verbal, and written methods. You'll understand the benefits of clear communication and demonstrate skills to interact successfully with colleagues and customers.
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.
Developing time-management skills for the workplace Real unit · Highfield Qualifications
You'll understand the importance of time-management skills in the workplace. The unit covers prioritising tasks, using time-management techniques, and completing work within deadlines to achieve organisational objectives.
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.
Effective Teamwork Real unit · Highfield Qualifications
This unit focuses on organising personal work within a team, supporting team objectives, and contributing to personal learning and development. You'll develop skills in task planning, time management, communication, and providing constructive feedback.
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.
Effectiveness at Work Real unit · Highfield Qualifications
You'll understand effective workplace behaviour, including communication, teamwork, and professionalism. The unit teaches you to demonstrate these behaviours and evaluate their own practice to identify areas for development.
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
Expectations of working in a customer service role Real unit · Highfield Qualifications
You'll explore the expectations of working in a customer service role, focusing on punctuality, professional presentation, and the impact of shift patterns. The unit covers procedures for reporting absence and the importance of personal hygiene and dress codes.
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.
Fire Safety Principles Real unit · Highfield Qualifications
This unit provides knowledge of fire hazards and risks in the workplace, methods to control fire risk, and principles of fire safety management. You'll also understand the responsibilities of a nominated fire warden.
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.
Follow the rules to deliver customer service Real unit · Highfield Qualifications
This unit covers following organisational customer service practices and procedures, including handling inquiries and complaints. You'll understand relevant rules and regulations to deliver consistent and compliant customer service.
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
Food Safety Awareness for Catering Real unit · Highfield Qualifications
You'll understand the importance of personal hygiene and maintaining clean work areas in catering environments. The unit covers personal responsibilities for food safety and procedures to prevent food contamination.
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
Food Safety Awareness for Manufacturing Real unit · Highfield Qualifications
This unit covers the importance of personal hygiene and maintaining hygienic work areas in food manufacturing. You'll understand their responsibilities for food safety and procedures to prevent contamination and ensure product safety.
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
Giving Customers a Positive Impression Real unit · Highfield Qualifications
You'll explore methods to establish positive customer relationships and understand the importance of customer service standards and procedures. The unit covers communication techniques to enhance customer experience and build rapport.
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
Health and Safety for the cleaning and support services industry Real unit · Highfield Qualifications
You'll gain knowledge of health and safety legislation relevant to the Cleaning and Support Services industry. The unit covers safe working practices, risk control measures, and the consequences of non-compliance to promote workplace safety.
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
Health and Safety within the Workplace Real unit · Highfield Qualifications
This unit provides learners with an understanding of health, safety, and welfare roles and duties in the workplace, including relevant legislation and organisational policies. You'll explore risk assessment processes and procedures for responding to accidents and ill-health.
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.
IT Security for Users Real unit · Highfield Qualifications
You'll develop an understanding of common IT security risks and methods to minimise them, including password management and secure data handling. The unit also covers procedures for reporting security breaches to protect IT systems and data.
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
IT User Fundamentals Real unit · Highfield Qualifications
You'll develop fundamental IT skills to use hardware and software systems effectively, including organising, storing, and retrieving information. The unit also covers safety and security practices and routine maintenance and problem-solving of IT systems.
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.
Interview Skills Real unit · Highfield Qualifications
It teaches you to prepare for and participate in interviews by researching companies, anticipating questions, and responding effectively. You'll also assess their interview performance to identify areas for improvement.
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.
Introduction to duty of care in health, social care or children’s and young people’s settings Real unit · Highfield Qualifications
You'll be introduced to the concept of duty of care in health, social care, and children and young people's settings. The unit covers implications, potential conflicts with individual rights, available support for dilemmas, and responding to complaints.
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
Investigating Rights and Responsibilities at Work Real unit · Highfield Qualifications
You'll identify employee rights and responsibilities in the workplace and understand how these are supported by legislation and organisational policies. The unit also covers employer responsibilities for maintaining a safe and fair working environment.
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
Job searching Real unit · Highfield Qualifications
You'll develop knowledge of various resources for finding job vacancies, including online job boards, newspapers, magazines, and recruitment agencies. The unit also covers how to search for suitable job roles based on skills and experience.
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
Keeping yourself and others safe from COVID-19 Real unit · Highfield Qualifications
This unit provides learners with knowledge about Coronavirus and COVID-19, including how the virus affects the body. You'll understand recommended hygiene practices and social distancing measures to protect themselves and others from infection.
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
Lay paving blocks on sand Real unit · Highfield Qualifications
You'll gain knowledge and practical skills to lay paving blocks on sand, including preparing the area, using appropriate tools, and following correct procedures. The unit emphasises health and safety through the use of personal protective equipment.
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.
Learning from More Experienced People Real unit · Highfield Qualifications
You'll explore how to interact with and learn from more experienced individuals in the workplace. The unit covers effective work practices of experienced people and strategies to improve personal performance through observation and guidance.
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.
Learning from Work Placement Real unit · Highfield Qualifications
You'll reflect on their work placement experiences to identify key learning points and areas for improvement. The unit supports setting short-term goals based on personal and professional development gained during the placement.
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
Learning to be financially aware Real unit · Highfield Qualifications
You'll develop financial awareness by understanding how money is used and managed in everyday life. The unit covers UK state financial benefits, personal spending plans, financial documents, transactions, and the consequences of debt.
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
Learning to be financially capable Real unit · Highfield Qualifications
This unit provides learners with an understanding of financial capability, including the use of money, UK state financial benefits, and financial documents. You'll plan personal spending, carry out transactions, and recognise the consequences of 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.
Learning with Colleagues and Other Learners Real unit · Highfield Qualifications
You'll recognise formal and informal learning situations and understand different learning styles. The unit covers effective interaction with others in learning contexts and recording progress to support ongoing development.
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.
Legislation and Regulation in the Customer Service Environment Real unit · Highfield Qualifications
It teaches you to identify key legislation and regulations relevant to customer service. You'll understand the impact of laws such as data protection and the Consumer Rights Act on customer service practices and compliance.
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.
Listening Techniques Real unit · Highfield Qualifications
This unit introduces active listening techniques and their application in customer interactions. You'll learn to identify customer needs, show empathy, provide feedback, and use questioning to support effective communication.
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
Maintain hand tools Real unit · Highfield Qualifications
This unit provides learners with knowledge of maintaining hand tools to ensure safety and effectiveness. You'll be able to clean, sharpen (where applicable), and store hand tools properly, recognising potential hazards of poorly maintained tools.
What you'll be able to do
- Maintain hand tools to ensure they are safe and effective
- Maintain hand tools in good working order
Make and receive telephone calls Real unit · Highfield Qualifications
You'll understand the protocols and etiquette for making, receiving, and transferring telephone calls. They will develop the ability to communicate clearly and professionally during telephone interactions.
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
Making Conversation and Building Rapport Real unit · Highfield Qualifications
This unit focuses on the importance of building rapport with customers through effective verbal and non-verbal communication. You'll learn suitable questioning techniques to enhance conversations and improve customer satisfaction.
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
Making Informed Career and Progression Choices Real unit · Highfield Qualifications
This unit provides learners with knowledge of factors influencing career choices and the process of making informed decisions. You'll prepare for careers guidance interviews and review individual learning plans to align with career and progression goals.
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
Managing Your Health at Work Real unit · Highfield Qualifications
You'll understand their role in maintaining good health at work, including recognising workplace hazards and reporting health concerns. The unit also covers employer-provided health services and sources of support to promote workforce wellbeing.
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
Managing Your Own Money Real unit · Highfield Qualifications
You'll learn to manage personal finances by comparing income and expenditure, understanding saving methods, and recognising the implications of borrowing, including interest and repayment 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
Managing conflict in the workplace when dealing with customers, service users or the public Real unit · Highfield Qualifications
You'll study communication techniques to resolve and de-escalate conflict with customers, service users, or the public. The unit covers factors influencing human responses, risk assessment, and effective communication in emotive situations.
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
Manual handling safety at work Real unit · Highfield Qualifications
You'll understand the legal requirements and health and safety principles of manual handling. The unit covers risk assessments, injury prevention, equipment use, and teaches you to apply safe manual handling practices in the workplace.
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
Mix mortar or concrete Real unit · Highfield Qualifications
This unit provides learners with knowledge of mixing mortar or concrete according to specified ratios and safety guidelines. You'll be able to mix materials to the correct consistency for intended applications while following health and safety requirements.
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.
Moving people safely Real unit · Highfield Qualifications
This unit provides learners with knowledge of safely moving people, emphasising respect for dignity and health and safety considerations. You'll understand personal handling plans, risk assessments, and the use of appropriate equipment to reduce injury risks.
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
Personal Behaviour for Success Real unit · Highfield Qualifications
This unit examines factors influencing personal behaviour, including experiences, emotions, and environment. You'll understand how organisational and social codes affect behaviour and apply strategies to manage their own behaviour for personal success.
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.
Personal Development within Customer Service Real unit · Highfield Qualifications
It teaches you to understand methods for gathering feedback on their customer service performance. You'll identify learning activities to develop skills and recognise the benefits of continuous personal development in customer service.
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
Personal Presentation for the Workplace Real unit · Highfield Qualifications
You'll identify workplace requirements for personal presentation, including hygiene and dress codes. The unit explores variations across different workplace types and teaches you to demonstrate appropriate personal presentation skills.
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.
Personal presentation and hygiene at work Real unit · Highfield Qualifications
This unit covers the requirements for personal presentation and hygiene in the workplace, highlighting variations across different industries. You'll understand the importance of adhering to these requirements and demonstrate appropriate self-presentation and hygiene practices.
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
Planning an Enterprise Activity Real unit · Highfield Qualifications
This unit covers how to plan an enterprise activity by selecting suitable activities, identifying required roles and skills, understanding costs, and applying promotional techniques. You'll learn to organise and prepare for enterprise activities effectively.
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
Planning for and learning from a job interview Real unit · Highfield Qualifications
This unit equips learners with skills to plan for a job interview, including organising personal arrangements, researching the job and company, preparing questions and answers, communicating effectively during the interview, and reflecting on performance for improvement.
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
Planning for and reflecting on a job interview Real unit · Highfield Qualifications
You'll develop the ability to plan and prepare for job interviews by researching organisations, organising travel and documents, and formulating relevant questions. The unit also covers applying interview techniques and reflecting on interview performance.
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.
Planting and staking a tree Real unit · Highfield Qualifications
You'll gain the skills to prepare a site for planting, correctly plant and stake a tree, and provide immediate aftercare. They will also learn to clear the work area safely and responsibly after completing the task.
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
Positive Attitudes and Behaviours at Work Real unit · Highfield Qualifications
It teaches you to understand and demonstrate positive attitudes and behaviours at work. You'll assess their own attitudes, recognise their impact on team performance, and understand benefits to colleagues and customers.
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
Practising Leadership Skills with Others Real unit · Highfield Qualifications
You'll explore the key principles of effective group leadership, including different leadership styles and communication techniques. They will demonstrate leadership skills in group activities and evaluate their own performance to identify strengths and areas for improvement.
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.
Preparation and Clearing of Service Areas Real unit · Highfield Qualifications
This unit provides learners with knowledge and skills to prepare and clear service and customer areas for food and drink service. You'll learn how to maintain equipment, clear areas efficiently, and clean and store glassware to required standards.
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
Preparation for work Real unit · Highfield Qualifications
You'll understand the essential skills and qualities required for working life and investigate personal career opportunities. The unit supports learners in identifying workplace skills and aligning their interests with potential career paths.
What you'll be able to do
- Understand the skills and qualities needed for working life
- Investigate personal career opportunities
Preparing for Work Placement Real unit · Highfield Qualifications
This unit prepares learners for work placements by providing knowledge of the host organisation's mission, values, products, services, and expectations. You'll understand relevant procedures and set appropriate goals for their 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
Preparing for an Interview Real unit · Highfield Qualifications
You'll learn to prepare effectively for interviews by researching job roles and organisations, planning travel, and preparing answers to common questions. The unit supports confident attendance and participation in interview situations.
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.
Presenting personal information for the workplace Real unit · Highfield Qualifications
This unit provides learners with knowledge of the importance and risks of sharing personal information in workplace contexts. You'll develop communication skills to accurately provide personal information in telephone calls and produce relevant documents.
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.
Preventing underage sales in retail and licensed premises Real unit · Highfield Qualifications
This unit covers current legislation and licensing related to the sale and purchase of age-restricted products. You'll understand legal responsibilities, penalties, and procedures to prevent unlawful sales in retail and licenced premises.
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.
Principles of Cleaning Drink Dispense Lines Real unit · Highfield Qualifications
This unit covers the correct procedures for cleaning drink dispense lines to maintain hygiene and quality standards. You'll understand the safe use of cleaning agents and equipment to ensure compliance with cleanliness requirements.
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
Principles of Customer Service Real unit · Highfield Qualifications
This unit covers the principles of delivering good customer service, including understanding different communication methods and organisational procedures. You'll learn to effectively handle customer queries, problems, and complaints in various situations.
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
Principles of Customer Service in Hospitality Leisure Travel and Tourism Real unit · Highfield Qualifications
This unit provides learners with an understanding of the importance of excellent customer service within hospitality, leisure, travel, and tourism sectors. You'll explore its impact on organisational reputation and profitability, and the role of individuals in delivering quality service.
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.
Principles of Fire Safety Real unit · Highfield Qualifications
This unit introduces learners to fire hazards and risks in the workplace and explains how fire safety is managed. You'll identify sources of ignition, flammable materials, and the purpose of fire safety equipment and procedures.
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.
Principles of Fire Safety Awareness Real unit · Highfield Qualifications
You'll understand fire hazards and risks in the workplace and how these are controlled to maintain safety. The unit covers identification of fire hazards, risk factors, and preventative measures to reduce fire-related incidents.
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
Principles of Food Safety for Catering Real unit · Highfield Qualifications
You'll understand the principles of food safety in catering, emphasising personal hygiene, hand washing, and maintaining clean work areas. The unit covers methods to prevent contamination and ensure food products remain safe.
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.
Principles of Food Safety for Manufacturing Real unit · Highfield Qualifications
This unit provides learners with an understanding of the importance of personal hygiene and cleanliness in food manufacturing. You'll learn procedures for maintaining hygienic work areas and preventing contamination to ensure food safety.
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
Principles of Health and Safety within the Workplace Real unit · Highfield Qualifications
You'll gain knowledge of health and safety responsibilities for both employers and employees within the workplace. The unit also addresses the identification of workplace hazards and the impact of environmental factors on health and safety.
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
Principles of Maintaining Cellars and Kegs Real unit · Highfield Qualifications
This unit covers the maintenance of cellars to ensure optimal storage conditions for drinks, focusing on temperature, humidity, and hazard mitigation. You'll also learn the procedures for preparing kegs and gas cylinders for dispensing beverages.
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
Principles of Maintaining Customer Service Through Effective Handover Real unit · Highfield Qualifications
This unit covers the roles and responsibilities within a customer service team and the importance of effective teamwork and communication. You'll understand how to follow up customer service actions and maintain service quality through effective handover procedures.
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
Principles of Preparing and Clearing Areas for Table Service Real unit · Highfield Qualifications
You'll understand the procedures for preparing and clearing service, customer, and dining areas for table service. The unit includes setting up and maintaining equipment and ensuring a clean and organised environment for efficient service.
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
Principles of Preparing and Clearing Bar Areas Real unit · Highfield Qualifications
You'll gain knowledge of preparing and clearing bar customer and service areas effectively. The unit covers procedures for maintaining cleanliness, storing glassware, and creating a welcoming environment for customers.
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
Principles of Preparing and Serving Dispensed and Instant Hot Drinks Real unit · Highfield Qualifications
You'll gain knowledge of preparing work areas and equipment for service, ensuring cleanliness and safety. The unit also covers the preparation and serving of instant hot drinks according to standard recipes and customer preferences.
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.
Principles of Preparing and Serving Wines Real unit · Highfield Qualifications
This unit covers the preparation of service areas, equipment, and stock for wine service, alongside the promotion and serving of wines in compliance with relevant legislation and customer needs. You'll learn to organise service areas, check equipment cleanliness and functionality, and present wines appropriately.
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.
Principles of Promoting Additional Services or Products to Customers Real unit · Highfield Qualifications
You'll explore the importance of promoting additional services or products to customers and how this benefits both organisations and customers. The unit covers methods for effective promotion to support business objectives.
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.
Principles of Providing a Buffet and Carvery Service Real unit · Highfield Qualifications
You'll gain knowledge of preparing and maintaining buffet and carvery displays, ensuring food safety and presentation standards. The unit includes procedures for replenishing food, monitoring temperatures, and serving customers appropriately.
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.
Principles of Providing a Counter and Takeaway Service Real unit · Highfield Qualifications
You'll understand how to serve customers effectively at a counter and maintain cleanliness and organisation in service areas. The unit covers customer greeting techniques, accurate order taking, handling payments, and managing customer queries and complaints.
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
Principles of Resolving Customer Service Problems Real unit · Highfield Qualifications
This unit provides learners with knowledge of common customer service problems in hospitality and methods to resolve them. You'll understand causes, impacts, and communication strategies to address customer complaints effectively.
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
Principles of communication in adult social care settings Real unit · Highfield Qualifications
This unit covers the principles of effective communication in adult social care settings, including meeting individual communication needs, reducing barriers, and maintaining confidentiality. You'll understand the impact of communication on well-being and safety.
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.
Principles of diversity, equality and inclusion in adult social care settings Real unit · Highfield Qualifications
This unit provides learners with an understanding of diversity, equality, and inclusion principles in adult social care. You'll learn how to work inclusively, promote these values, and access relevant information, advice, and support.
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.
Principles of how to maintain an efficient use of resources in the kitchen Real unit · Highfield Qualifications
This unit covers the efficient use of resources in a kitchen environment. You'll identify different resource types, methods to minimise waste, the importance of efficiency, and appropriate storage techniques to reduce waste.
What you'll be able to do
- Use resources effectively
Principles of managing information and producing documents Real unit · Highfield Qualifications
This unit provides understanding of managing information and producing documents in a business context. You'll learn about the role of information technology, managing electronic and paper information, and procedures for producing fit-for-purpose documents.
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
Principles of personal development in adult social care settings Real unit · Highfield Qualifications
You'll understand the principles of personal development in adult social care, including relevant legislation, policies, and procedures. The unit covers how learning activities and personal development plans support knowledge and skills enhancement.
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.
Principles of providing administrative services Real unit · Highfield Qualifications
You'll explore principles of providing administrative services, including professional telephone communication, mail handling, use of office equipment, and waste minimisation. The unit also covers organising meetings and travel arrangements in a business environment.
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
Principles of safeguarding and protection in health and social care Real unit · Highfield Qualifications
This unit covers the principles of safeguarding and protection in health and social care settings. You'll gain knowledge of recognising signs of abuse, responding to suspected or alleged abuse, understanding the national and local safeguarding context, and reporting unsafe practices.
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.
Principles of setting up and closing the kitchen Real unit · Highfield Qualifications
This unit teaches learners the procedures for setting up and closing a kitchen, including preparing equipment and resources for service. Emphasis is placed on cleaning, sanitising, and maintaining hygiene standards to ensure a safe working environment.
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.
Principles of the maintenance of equipment Real unit · Highfield Qualifications
This unit provides knowledge on preparing equipment for maintenance, following maintenance procedures, and working safely. You'll understand the tools and materials required and adhere to health and safety regulations during maintenance tasks.
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.
Problem solving in a work-related environment Real unit · Highfield Qualifications
You'll understand the nature and impact of work-related problems and learn to apply a systematic approach to problem-solving. The unit covers identifying potential solutions, evaluating their effectiveness, and implementing appropriate actions in the workplace.
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
Produce a Curriculum Vitae Real unit · Highfield Qualifications
It teaches you to understand the purpose and function of a Curriculum Vitae (CV) and the essential information required. You'll be able to produce a tailored and well-structured CV suitable for specific job applications.
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
Produce documents in a business environment Real unit · Highfield Qualifications
You'll understand the purpose and importance of producing high-quality, accurate documents in a business environment. They will learn to use available resources and technology effectively and follow organisational procedures to produce documents to agreed specifications.
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.
Providing personal information for the workplace Real unit · Highfield Qualifications
This unit provides learners with an understanding of how personal information is used and provided in workplace contexts. You'll practise providing personal information accurately during telephone calls and document production, while recognising the importance of data protection and confidentiality.
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
Recognise and deal with customer queries, requests and problems Real unit · Highfield Qualifications
It teaches you to recognise and respond professionally to customer queries, requests, and problems. You'll develop communication skills and understand organisational procedures for effective customer service and problem resolution.
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.
Risk Assessment Principles Real unit · Highfield Qualifications
This unit provides learners with knowledge of the legal requirements for health and safety and the necessity of risk assessments. You'll understand the principles and steps of risk assessment, including hazard identification and risk control measures.
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
Running an Enterprise Activity Real unit · Highfield Qualifications
This unit equips learners with skills to plan, implement, and evaluate an enterprise activity. You'll develop marketing strategies, manage finances, provide customer service, calculate profitability, and reflect on their personal involvement.
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
Safe Learning in the Workplace Real unit · Highfield Qualifications
You'll identify risks and hazards in the workplace and understand methods to reduce harm to themselves and others. The unit covers safe practices for dealing with hazards and maintaining a safe learning environment.
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
Safe, Hygienic and Secure Working Environments in Hospitality Real unit · Highfield Qualifications
You'll understand their personal responsibilities under the Health and Safety at Work Act and the importance of maintaining safe and hygienic working environments in hospitality. The unit also covers workplace hazards and safety measures to prevent accidents.
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
Searching for a Job Real unit · Highfield Qualifications
It teaches you to identify various job search resources, recognise their own skills and interests relevant to job roles, and effectively search for job vacancies. You'll explore online and offline job sources and networking opportunities.
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
Self-assessment Real unit · Highfield Qualifications
You'll develop an understanding of their personal strengths and weaknesses relevant to work or learning. The unit also covers recognising personal skills and qualities and setting realistic goals to support career development.
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.
Self-management Skills Real unit · Highfield Qualifications
This unit focuses on the importance of self-management in the workplace. You'll develop and demonstrate time management, organisation, and prioritisation skills, and review their own self-management to improve personal productivity.
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.
Service of Alcoholic and Non-Alcoholic Drinks Real unit · Highfield Qualifications
This unit covers the procedures for accurately taking and confirming customer orders for alcoholic and non-alcoholic drinks. You'll understand how to serve drinks according to establishment standards and relevant legislation governing the responsible service of alcohol.
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
Service of Food at Table Real unit · Highfield Qualifications
This unit equips learners with skills to provide table service, including greeting customers, taking accurate orders, and serving food with proper etiquette. You'll also understand how to manage special dietary requests and handle customer complaints professionally.
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.
Setting and Meeting Targets at Work Real unit · Highfield Qualifications
This unit explores the importance of setting and meeting targets in the workplace for individual, team, and organisational success. You'll be able to set personal targets according to organisational procedures and review their progress effectively.
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
Solving Work-Related Problems Real unit · Highfield Qualifications
It teaches you to understand workplace problems affecting individuals and organisations. You'll identify sources of help, consider possible solutions, and apply strategies to resolve problems effectively.
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
Standardised Approach to Customer Service Real unit · Highfield Qualifications
You'll understand the benefits of standardised customer service and the importance of setting expectations. The unit covers how these practices contribute to consistent service delivery, customer satisfaction, and business reputation.
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
Summarising Documents Real unit · Highfield Qualifications
It teaches you to understand the purpose of summaries for specific audiences and purposes. You'll learn to distinguish key points from supporting material in straightforward documents and produce accurate, concise summaries.
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
Supporting the customer service environment Real unit · Highfield Qualifications
You'll develop practical skills to deliver effective customer service by meeting customer needs and expectations. They will practise effective communication, follow organisational procedures, and apply customer service improvements to enhance performance.
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
Teamwork in Customer Service Real unit · Highfield Qualifications
This unit covers the importance of teamwork in achieving customer service goals. You'll understand the benefits of collabourative working, the impact of poor teamwork, and how to contribute ideas and support team objectives effectively.
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
Terrorism awareness Real unit · Highfield Qualifications
You'll gain an understanding of terrorism history, classifications of terrorist groups, and current threats to the UK. The unit covers reporting suspicious activity and awareness of government threat levels and their implications.
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.
The Principles of Risk Assessment Real unit · Highfield Qualifications
You'll gain knowledge of the legal requirements for health and safety and the importance of risk assessments in maintaining safe workplaces. They will understand the principles of risk assessment and how these contribute to safer working environments.
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
Underage sales prevention for retail and licensed premises Real unit · Highfield Qualifications
This unit covers current legislation on the sale and purchase of age-restricted products, including legal age limits and acceptable identification. You'll understand procedures to prevent unlawful sales through effective age verification.
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.
Understand the principles and values in health and social care _adults and children and young people_, early years and childcare Real unit · Highfield Qualifications
This unit provides an understanding of the principles and values underpinning health and social care, early years, and childcare settings. You'll explore ways to respect and value individuals accessing these services, demonstrating professional awareness.
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
Understand the range of service provision and roles within health and social care _adults and children and young people_, early years and childcare Real unit · Highfield Qualifications
You'll gain an understanding of the range of service provision and roles within health and social care for adults, children, young people, early years, and childcare. The unit covers identifying different services and describing their purposes and scope.
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.
Understanding Employment Rights and Responsibilities Real unit · Highfield Qualifications
This unit provides learners with an understanding of their employment rights and responsibilities under the law. It covers key employment documents, workplace policies, and procedures relevant to discrimination, health and safety, and equal opportunities.
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
Understanding customer service in the retail sector Real unit · Highfield Qualifications
You'll explore the impact of customer service on retail business success, including customer loyalty and reputation. The unit covers methods for gathering customer feedback, the importance of service standards, and handling complaints effectively.
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
Understanding employment responsibilities and rights Real unit · Highfield Qualifications
You'll gain knowledge of statutory employment rights and responsibilities for employees and employers, including health and safety and data protection. The unit also covers agreed working practices, role context within the sector, and career pathways.
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
Understanding environmental sustainability in the retail sector Real unit · Highfield Qualifications
You'll gain an understanding of environmental sustainability issues affecting the retail sector, including the causes and effects of climate change. The unit covers relevant environmental legislation, waste management, energy conservation, and the sector’s response to sustainability challenges.
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.
Understanding how a retail business maintains health and safety on its premises Real unit · Highfield Qualifications
You'll gain knowledge of health and safety legislation relevant to retail businesses, emergency procedures, and employee responsibilities. The unit covers safe handling, storage, and reporting of hazards to maintain a safe retail environment.
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.
Understanding how a retail business maintains health, safety and security on its premises Real unit · Highfield Qualifications
This unit provides learners with an understanding of health, safety, and security legislation relevant to retail premises. You'll learn how to identify hazards, conduct risk assessments, and implement procedures to maintain a safe and secure retail environment.
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.
Understanding how individuals and teams contribute to the effectiveness of a retail business Real unit · Highfield Qualifications
You'll gain an understanding of employment rights and responsibilities, the importance of effective teamwork, and communication skills in retail. The unit also covers how individual roles contribute to the overall effectiveness of a retail business.
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.
Understanding mind-set towards work Real unit · Highfield Qualifications
You'll explore the significance of a positive and proactive mind-set for workplace success and job satisfaction. They will learn methods such as self-reflection and goal setting to improve and maintain a constructive mind-set.
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
Understanding security and loss prevention in a retail business Real unit · Highfield Qualifications
You'll explore the range of security risks faced by retail businesses and understand the impact of crime on business operations and staff. The unit covers preventative measures and appropriate responses to security incidents within a retail environment.
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
Understanding the business of retail Real unit · Highfield Qualifications
You'll develop an understanding of the retail sector, including the variety of retail outlets, occupations, and the supply chain. The unit also covers the sector's economic contribution and how customer concerns influence products and services.
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.
Understanding the control, handling and replenishment of stock in a retail business Real unit · Highfield Qualifications
You'll explore the principles of stock control, including stock rotation, waste minimisation, and accurate record keeping. The unit also covers safe handling, storage, and procedures for replenishing stock in retail settings.
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.
Understanding the control, receipt and storage of stock in a retail business Real unit · Highfield Qualifications
You'll understand the importance of maintaining appropriate stock levels, procedures for receiving goods, and methods for storing stock to prevent damage or loss. The unit emphasises accurate stock control to meet customer demand and minimise losses.
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.
Understanding the handling of customer payments in a retail business Real unit · Highfield Qualifications
This unit provides knowledge of different payment methods accepted in retail, risks involved in handling payments, and the cashier's responsibilities. You'll understand how to process transactions accurately and provide appropriate customer service.
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.
Understanding the retail selling process Real unit · Highfield Qualifications
You'll understand the five steps of the retail selling model and how each contributes to successful sales. The unit covers effective questioning techniques, the use of product knowledge, and methods for closing sales in different retail environments.
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.
Understanding visual merchandising for retail business Real unit · Highfield Qualifications
You'll gain knowledge of visual merchandising principles, including the use of window displays, events, props, floor layouts, and product presentation. The unit explains how these elements attract customers and promote merchandise effectively.
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
Use a filing system Real unit · Highfield Qualifications
You'll gain knowledge of various methods and procedures for storing and retrieving information, both physically and digitally. The unit covers organising, categorising, and maintaining accurate records, as well as effective search techniques to retrieve information efficiently.
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
Use of online and digital software and systems Real unit · Highfield Qualifications
You'll gain knowledge of safe practices for using online and digital systems, including social media platforms. The unit covers effective communication via email and online chat while recognising potential security risks.
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
Use office equipment Real unit · Highfield Qualifications
This unit introduces learners to different types of office equipment, their uses, and the importance of following instructions and health and safety procedures. You'll also understand how to operate equipment efficiently to minimise waste and resolve common problems.
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.
Using Email Real unit · Highfield Qualifications
You'll learn to compose, send, and manage email messages using appropriate software tools. The unit covers effective use of language, message formatting, attachment handling, and managing incoming emails.
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
Using the Internet Real unit · Highfield Qualifications
This unit covers the skills required to connect to the internet, navigate web pages using browser software, and search for information effectively. You'll also understand the importance of online safety and security practices to protect personal information and prevent cyber threats.
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
Warehousing and Storage Principles Real unit · Highfield Qualifications
You'll understand procedures for receiving, storing, and dispatching goods in warehousing. The unit covers customer service, health and safety, security, legislation, and effective teamwork within a warehousing environment.
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
Working as a Volunteer Real unit · Highfield Qualifications
It teaches you to identify voluntary work opportunities that match their skills and interests. You'll develop the ability to undertake voluntary roles responsibly, following organisational guidelines, and understand the personal benefits of volunteering.
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.
Working in a Team Real unit · Highfield Qualifications
This unit covers the advantages and disadvantages of teamwork, including the importance of a code of conduct. You'll recognise individual strengths, allocate roles, work collabouratively, and reflect on team performance and dynamics.
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.
Working with customers and others in the cleaning and support services industry Real unit · Highfield Qualifications
You'll gain an understanding of effective communication methods with customers in the cleaning and support services industry. The unit covers meeting customer needs, overcoming communication barriers, and contributing to efficient team working.
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
By email
Free, by email
Is this the right qualification for you?
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Juliette Denny, Zavmo's founder, writes about learning and work on LinkedIn. Follow Juliette's Learning Tribe
Study the units online with a personal AI tutor, for £70 a month. Your first Future Fluency module is free.
03The standards
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Assess risks to the population’s health and wellbeing and apply this to practice
- Standard
Enable staff in places of employment to support the management of an individual’s allergy
- Standard
Integrity and care – responsibility for personal development
04Where it leads
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 4 records
- 2 records
- 2 records
- 1 record
- 1 record
- 1 record
Showing 6 roles, drawn from 38 job records mapped to this qualification. Near-identical records are folded together, and each row says how many it stands for.
Where this can lead
Fire Safety Coordinator
This work can lead to senior fire safety specialist roles, and later to fire safety manager or regional fire safety manager positions.
See the whole journeyStill deciding?
One email to help you decide: the facts, what it teaches, the jobs it leads to and where to start free. With a link back here. Nothing else follows unless you confirm your address.
05The credits
The credits, and who awards them
Level 1 credits are regulated, and they are awarded by Highfield Qualifications rather than by Zavmo. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you have covered and what is next.
What you would be collecting
Aerate turf by handAlternatives to Paid WorkAn Introduction to AccountingApplying for a JobAssessing myself for a careerAssessing myself for a jobAssessing myself for workAssist with harvesting and preparing crops
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration The Coach You have to open the conversation in “Complaint Resolution”. Say the first line to me, exactly as you would say it to them.
You I wanted to have a quick chat about how things have been going recently.
The Coach That is the warning shot, and they will spend it worrying. Try the version that says what this is about in the first sentence.
- Rehearse the conversation Apply
“Complaint Resolution” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Planning an Enterprise Activity” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Collect and prepare produce or plant material for transport” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- Draft the real one Create
You do “An Introduction to Accounting” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
Highfield Level 1 Extended Certificate in Personal Development for Employability (RQF)
- Assess risks to the population’s health and wellbeing and apply this to practice
- Enable staff in places of employment to support the management of an individual’s allergy
- Integrity and care – responsibility for personal development
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Aerate turf by hand, one of this qualification's own units.
Applied to your work in any of these jobs
Which job do you mean?
Learners will gain knowledge of the purpose and techniques of aerating turf by hand. They will be able to select appropriate tools, demonstrate safe and effective aeration methods, and maintain the tools used in the process.
How the thinking builds
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for Highfield Level 1 Extended Certificate in Personal Development for Employability (RQF)
165 units in this credential, in the order it lists them, awarded by Highfield Qualifications.
- Aerate turf by hand
- Alternatives to Paid Work
- An Introduction to Accounting
- Applying for a Job
- Assessing myself for a career
- Assessing myself for a job
and 159 more in the full unit list below.
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
Start my free AI Fluency moduleNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.