APPRENTICESHIP DELIVERY GUIDE RETAIL. September 2012

Transcription

1 9892 APPRENTICESHIP DELIVERY GUIDE RETAIL September 2012

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3 Apprenticeships at a glance Subject area Retail City & Guilds number 9892 Age group approved 16+ Entry requirements Assessment Fast track Support materials Registration and certification n/a Portfolio, online multiple-choice test Available Qualification handbooks Candidate logbook e-portfolio VRQ workbooks SmartScreen support Online/mobile phone apps Consult the Walled Garden/Online Catalogue for last dates Title and level City & Guilds number Retail Intermediate Apprenticeship (Level 2) England Pathways not supported by SmartScreen Retail Advanced Apprenticeship (Level 3) England

4 Contents 1 Introduction 5 2 Reasons for running apprenticeships 6 3 Guide to levels 7 4 Component parts of the Retail Apprenticeship England 8 5 Structure and assessment 9 6 Resources and support 14 7 Funding 17 8 Guidance on delivery 18 9 Certificate claiming process City & Guilds Retail Intermediate Apprenticeship (Level 2) outline scheme of work with relevant SmartScreen resources 21 Appendix 1 Frequently asked questions 28 Appendix 2 Qualification specifications 30 Appendix 3 Useful links 31 4

5 1 Introduction Apprenticeships provide employers and apprentices with funded, work-based training in a range of career roles. Apprentices will typically acquire the skills and knowledge required for the job in the workplace, or in a work-related environment. In some cases they may also attend college or other classroom-based situations to gain the knowledge and understanding of the industry and job role. City & Guilds apprenticeship packages are made up of several different components. We know how busy centres are and this guide aims to bring together, into one place, essential information on the component parts that make up our Retail Apprenticeship offer. It should prove a valuable central source of information to centres considering the apprenticeship for the first time as well as supporting those centres already offering it. Our Apprenticeship Extra package enables you to make your offer more efficient, successful and attractive to both apprentices and employers. It offers single-point registration, access to learning resources and support and expertise on hand. Further information on our other apprenticeship packages can be found at: 5

6 2 Reasons for running apprenticeships If you don t already run apprenticeships, here s what our current centres have to say about them. The learner gains a meaningful qualification. The employer gains workers with improved confidence and skills in the workplace. The employee gains confidence and skills. Roll-on/roll-off model can be used. Mainly delivered in the workplace a huge benefit for small employers. Flexible programme adapted to the needs of the learner and the employer. Relevant to the occupational area, thus benefiting the employer. Learner satisfaction is high. Highly motivated students are in paid employment working for an employer so their contribution to work can be measured. Portfolio evidence is relatively easy to collect. The funding is adequate for the delivery models. There is longevity in funding apprenticeships as they are real jobs. 6

7 3 Guide to levels The following is taken from Skillsmart Retail* the standards-setting body for Retail, and helps to gauge the level at which apprentices should be working: A Retail Intermediate Apprenticeship (Level 2) is designed for: individuals working within a retail environment as a general sales assistant, as well as those in more specialist roles, eg beauty consultants or fresh food counter assistants. Both the Retail Skills and Retail Knowledge qualifications contain generic mandatory units which focus on the apprentice's ability to function effectively in retail. The qualifications also have optional units which enable apprentices operating in more specialist roles to develop their skills and knowledge. At level 2 there are two pathways; one which contains the Level 2 Certificate in Retail Skills as the competence-based qualification and the other which comprises the Level 2 Diploma in Retail Skills. The purpose of the two pathways is to ensure that apprentices are able to complete a qualification which most suits their role within the organisation. A Retail Advanced Apprenticeship (Level 3) is designed for: individuals who are employed in a more senior position within retail (such as senior sales assistants, team leaders, supervisors etc) to consolidate existing skills and knowledge. This will allow them to fulfil the requirements of their existing role and to support progression within the retail sector. At level 3 there are three pathways within the Retail Skills qualifications; Sales Professional, Visual Merchandising, and Management. These pathways have been established to ensure that apprentices participating in the Advanced Apprenticeship in Retail are able to complete competence-based qualifications which most appropriately reflect their current skills and job role. 7

8 4 Component parts of the Retail Apprenticeship England Retail Intermediate Apprenticeship (Level 2) comprises the following components: Level 2 Retail Skills Certificate or Diploma ( or 22) Level 2 Certificate in Retail Knowledge ( ) Level 1 Functional Skills English ( ) Level 1 Functional Skills Maths ( ) Employment Rights and Responsibilities (ERR) is mandatory: there is a workbook available on SmartScreen and is built into the Level 2 Certificate in Retail Knowledge Retail Advanced Apprenticeship (Level 3) comprises the following components: Level 3 Diploma in Retail Knowledge pathways: Retail Skills Diploma (Management) ( ) Retail Skills Diploma (Sales Professional) ( ) Retail Skills Diploma (Visual Merchandising) ( ) Certificate in Retail Knowledge ( ) Level 2 Functional Skills English ( ) Level 2 Functional Skills Maths ( ) 8

9 5 Structure and assessment Retail Intermediate Apprenticeship (Level 2) Level 2 Certificate or Diploma in Retail Skills ( or -22) The learner must achieve a minimum of 48 to 61 credits (depending on which pathway they choose) by completing a mandatory unit and a selection of grouped optional units. Assessment is via a portfolio of evidence (paper or electronic) produced in the workplace, or in a realistic working environment, and assessed by an assessor holding, or working towards, the relevant Assessor/Verifier or equivalent qualifications. Full details of units and the assessment requirements can be found in the 7384 qualification handbooks and the Skillsmart Retail* SSC Assessment strategy Level 2 Certificate in Retail Knowledge ( ) This technical certificate aims to develop knowledge and understanding of the principles of Retail knowledge and help develop the underpinning knowledge required to work in the Retail environment. The learner must achieve 10 credits and is tested via online/e-volve multiple-choice testing; more guidance is available under documents by searching for 1013 in our qualification finder on: 9

10 Retail Advanced Apprenticeship (Level 3) Level 3 Diploma in Retail Skills ( or -34 or -35) Level 3 Diploma in Retail Skills (Management) (minimum 40 credits) or Level 3 Diploma in Retail Skills (Sales Professional ) (minimum of 40 credits) or Level 3 Diploma in Retail Skills (Visual Merchandising) (minimum of 53 credits). The learner must achieve the minimum value of credits by completing mandatory and a selection of grouped optional units. Assessment is via a portfolio of evidence produced in the workplace (or in a realistic working environment) and assessed by an assessor holding, or working towards, the relevant Assessor/Verifier or equivalent qualifications. Full details of units and the assessment requirements can be found in the 7384 qualification handbooks and the Skillsmart Retail Assessment Strategy Level 3 Certificate in Retail Knowledge ( ) This technical certificate aims to develop knowledge and understanding of the principles of Retail knowledge and help develop the underpinning knowledge required to work in the Retail environment. The learner must achieve 16 credits and is tested via online e-volve multiple-choice testing; more guidance is available under documents by searching for 1013 in our qualification finder on: Functional Skills Functional Skills are the fundamental applied skills in English, Mathematics and Information and Communication Technology (ICT) that help people to gain the most from life, learning and work. They are suitable for apprentices of all ages, and for delivery in a range of settings. Functional Skills in English and Maths are required as part of the apprenticeship qualification at a minimum of level 1 for the Intermediate Apprenticeship and at a minimum of level 2 for the Advanced Apprenticeship. 10

11 Functional Skills English Levels 1 and 2 ( ) Skills are assessed in the areas of Reading, Writing and Speaking, Listening and Communication. Assessment is externally set and externally marked by City & Guilds with the exception of the Speaking, Listening and Communication component which is internally marked and externally verified. Functional Skills Maths Levels 1 and 2 ( ) The Functional Skills Maths' process skills, Represent, Analyse and Interpret, are applied to problem-solving. Assessment is externally set and externally marked by City & Guilds. The Functional Skills handbook is available under documents by searching for Functional Skills in our qualification finder on: Transferable skills For full details of transferable skills qualifications accepted within the Retail Apprenticeship Frameworks see: 11

12 A word about ERR and PLTS Employment Rights and Responsibilities (ERR) Each apprenticeship framework includes a requirement for the apprentice to develop knowledge and understanding about the world of employment. This includes: the rights and responsibilities of workers the role of their organisation within the wider industry the effect of public law and policy on industry. This knowledge and understanding can be achieved: as part of the NVQ as part of the technical certificate as part of the employment (for example, through induction). Ideally, ERR is used as part of the apprentice s induction to introduce them to what is expected and what they can expect in the world of work. ERR can be assessed through the Retail Skills and Knowledge units; however, there is an ERR workbook available online for apprentices to complete. Detailed information on how ERR is assessed in all frameworks is available from: Personal Learning and Thinking Skills (PLTS) Personal, Learning and Thinking Skills (PLTS) are essential skills for work and general learning. The PLTS framework comprises six groups of skills that help to prepare apprentices to enter work and adult life as confident and capable individuals. The six groups of skills are as follows: Independent enquirers Creative thinkers Reflective learners Team workers Self-managers Effective participators. 12

13 PLTS must be completed by all apprentices on SASE frameworks regardless of age. PLTS should be embedded into the principal learning. Opportunities to cover or develop these skills are mapped on SmartScreen. As such, PLTS are not assessed but it is the responsibility of the centre to ensure that the apprentice has sufficiently covered requirements for developing them. To assist with this, Skillsmart Retail has mapped all six Personal, Learning and Thinking Skills to the mandatory unit of the competence qualification and knowledge units to demonstrate where these skills are already covered. Where the mapping shows that PLTS are not fully covered, the centre must integrate PLTS into the apprenticeship programme either within the competence and knowledge qualifications themselves (ie by mapping PLTS to the units undertaken by the apprentice), or within other areas of the programme, such as the ERR workbook, transferable skills, or through the general activities performed by the apprentice in the course of their job role. The mapping for both levels can be downloaded from the Skillsmart Retail* website. 13

14 6 Resources and support We provide a variety of support and resources for qualifications within our 9892 Retail Apprenticeship packages. Expertise We have a network of local and national offices with staff on hand to help with your queries about all aspects of the qualification. Our Qualification Consultants (QCs) have occupational experience to support your specific Retail qualification queries. Logbooks Our logbook to support 7384 Level 2 Certificate and Diploma in Retail Skills is available free online. It is formatted so that additional matrixing is not required by assessors or candidates. SmartScreen Our online portal provides dedicated, unit-specific, support for tutors, assessors and learners of City & Guilds qualifications. SmartScreen saves tutors' time by offering a breadth and depth of relevant, qualification-specific support in one place. There is a range of handouts, worksheets and interactive activities available (linked into the requirements of the assessment and designed to support learners) as well as example schemes of work, lesson plans, projects and sample assessment materials to get you started. Workbooks A series of 8 workbooks at level 2 will help learners prepare and record learning for the Retail Knowledge qualification It also prepares learners for the online test with example multiple-choice questions. You do not need to have City & Guilds qualification approval to subscribe to SmartScreen. 14

15 Further information from: Learning Assistant Learning Assistant is a web-based platform that allows apprentices to build their portfolios online and submit evidence for assessment, and for assessors to review, record and feed back. Access to the portfolio can also be given to the apprentice's employer. or call Functional Skills and support The following are available free of charge on: Schemes of work An overview of each level for each Functional Skill Information on how to link the activities across the skills Lesson plans One lesson plan per activity Links to other resources and assessment guidance. Tutor notes References the Functional Skills criteria and guidance, advising you what to focus on and what to look out for Examples of how to extend the activities, or adapt them for those apprentices who are struggling Scenarios are adapted for up to seven vocations Activities Sample online tests available at: Further free delivery resources are available from the Functional Skills Support Programme (FSSP) at: 15

16 Logbooks available at: Recommended texts Boden, Angelena and Hailstone, Phil. The Handling Complaints Pocketbook (Management Pocketbooks) ISBN Cartwright, Roger. Mastering Customer Relations (MacMillan Master Series) ISBN Heller, Robert. Communicate Clearly (Dorling Kindersley Essential Managers) ISBN Heppel, Michael. Five Star Service: How to Deliver Exceptional Customer Service (Prentice Hall Business) ISBN Johns, Ted. Perfect Customer Care (Random House Business Books) ISBN Malouf, Doug. How to Kiss and Keep your Customer and Kick the Competition, 2nd edition (Allan & Unwin) ISBN Smith Barry Key Skills: Communication Level 1+2 (Longman) ISBN Smith Barry Key Skills: Application of Number Level 1+2 (Longman) ISBN Wellemin, John. Teach Yourself Customer Care in a Week (Teach Yourself) ISBN Whitley Wallis Roslyn Essential Skills Wales: Communication Level 1 (Lexden) ISBN

17 7 Funding England At the time of publication Retail Apprenticeships are funded by the Skills Funding Agency. There is full funding available for year-olds; those aged 19+ are co-funded with the rate reduced by 50% with the employer expected to make the additional contribution. A proportion of funding is held back and is only paid to providers on achievement by the apprentice of the whole apprenticeship framework. This value is defined as the achievement element. Full information is available from the Skills Funding Agency. Additional sources of funding to help apprentices are on the Young People s Learning Agency website. Skills Funding Agency Education Funding Agency 17

18 8 Guidance on delivery Centres may design course programmes of study in any way which: best meets the needs and capabilities of their apprentices satisfies the requirements of the qualification(s). The Retail Knowledge qualifications 1013 are designed to provide apprentices with the knowledge they need in order to prove their competence in meeting the Retail Skills knowledge requirements. A holistic approach to the delivery of both of these qualifications is therefore the most efficient. Centre staff can familiarise themselves with the content of both qualifications, making use of the mapping pages in this guide, in order to identify the overlaps before designing a learning programme. The learning programme should then be reviewed to identify opportunities to incorporate PLTS and Functional/Essential Skills. A range of training techniques should be used to keep the apprentices engaged, including: role play and experiential learning discussion research and feedback demonstration/observation brainstorming group activities case studies scenarios worksheets project work expert/guest speakers. 18

19 Functional Skills Centres will need to make an initial assessment of each candidate prior to the start of their programme to ensure they are working towards the appropriate level and to identify any specific training needs the candidate has, and the support and guidance they may require when working towards their Functional Skills qualifications. It is important that any process of initial assessment takes into account the focus on application and problem-solving within the Functional Skills qualifications, in addition to the apprentice s raw literacy/numeracy skills. Where possible, Functional Skills are best incorporated into the main programme of learning, with activities geared to the apprentice s chosen subject area. 19

20 9 Certificate claiming process The successful 9892 Retail apprentice will receive individual certificates for the component qualifications they have achieved with City & Guilds, as well as a Record of Achievement which details these and confirms completion of the 9892 Retail package. However, an Apprenticeship Completion Certificate must be claimed from Skillsmart Retail*. This is separate from, and in addition to, those certificates awarded for the achievement of the individual components of the framework, eg Retail Skills, Retail Knowledge, Functional Skills and the technical certificate. Providers are responsible for claiming the Apprenticeship Completion Certificate from Skillsmart Retail* and for providing evidence of completion of the mandatory outcomes by providing Skillsmart Retail* with copies of all awarding body certificates. They are also responsible for ensuring that the apprentice receives the Completion Certificate when awarded by Skillsmart Retail* as well as the certificates from City & Guilds. Forms to request certification of successful completion of the whole apprenticeship are available from the Skillsmart Retail* website. England The Apprenticeship certificates will be issued by the Alliance of Sector Skills Council using the Apprenticeship Certificates England (ACE) online system. For more information on ACE see: 20

21 10 City & Guilds Retail Intermediate Apprenticeship (Level 2) outline scheme of work with relevant SmartScreen resources This outline scheme of work (Apprentice Roadmap) is designed to be a starting point for delivering the skills and knowledge requirements for the Intermediate Apprenticeship in Retail. It aims to identify SMART delivery of the 1013 technical certificate and the 7384 Retail Skills QCF whilst highlighting opportunities to cover ERR, PLTS and Functional Skills qualifications. Using these SmartScreen resources will enable centres to track and record guided learning hours (GLH). This document should be used in conjunction with the scheme handbooks and standards available on the City & Guilds website to ensure full coverage of the learning requirements. The weeks in the timeframe column are only suggested; centres can adapt delivery according to learner needs. Notes: * Where PLTS coverage is indicated, this should be read in conjunction with Skillsmart Retail* s mapping document (skillsmartretail.com.) Skillsmart Retail* has produced free guidance material for many components of the apprentice framework and these are placed under the Learning Provider section of their website. # Although not a mandatory component of Retail Apprenticeships, ERR is covered via a workbook downloadable from SmartScreen. This document indicates suitable opportunities for introducing all the ERR themes. All resources used and completed by learners should be kept in a portfolio (paper or electronic) to ensure GLH and full coverage of the relevant standard/s are met. The 7384 Retail Skills logbooks will enable centres to track evidence against the standards so no further matrixing is required. This roadmap does not include initial assessment, diagnostic testing information, advice and guidance, funding body review timescales or resources. Each centre will need to incorporate 21

22 their own procedures to ensure that these aspects of an apprentice journey are covered. Individual Learning Plans (ILPs) should be used to track the whole journey for every learner undertaking an apprenticeship. It should be a working document and this roadmap can be added to any learning provider s records to help track GLH. 22

23 Component Syllabus topic/content to be covered with suggested timeframes Website or SmartScreen resources VRQ 1013 learning outcomes 7384 Retail skills learning outcomes ERR# PLTS* FS opportunities 1 ERR Weeks 1 6 Download from Retail section on SmartScreen Unit 253 LO 1 4 Unit 254 LO 1 5 Unit , 1.2 All 9 standards IE1, 2.3, 4, 5, 6 CT1, 2, 4 RL1, 6 N/A 2 Functional Skills Weeks 6 52 With relevant proxies until SmartScreen resources Functional Skills English and Maths L1 Schemes of work, freely available online N/A N/A N/A IE 1 6 CT 1 6 RL 1 6 SM 1 7 EP 1 6 All Proxies apply for learners who have GCSEs 3 Retail Knowledge Weeks SmartScreen Resources Session plans and Workbooks Unit 251 Understanding Covers all rules of combination units of the Certificate in Retail Knowledge With the exception Knowledge LOs for: CT 1 6 RL 1, 2, 3 TW 1, 2 SM 1, 2, N/A 23

24 Component Syllabus topic/content to be covered with suggested timeframes Website or SmartScreen resources VRQ 1013 learning outcomes 7384 Retail skills learning outcomes ERR# PLTS* FS opportunities customer service Unit 252 Understanding retail selling Unit 253 Understanding individual and team working Unit 254 Understanding H&S in retail premises Unit 255 Understanding retail law Unit 256 Understanding security and loss prevention of Unit 259 Visual merchandising / / Centres can download the Skillsmart Retail s mapping see above Unit 257 Understanding customer payments Unit 258 Understanding the receipt and storage of stock in a retail business 24

25 Component Syllabus topic/content to be covered with suggested timeframes Website or SmartScreen resources VRQ 1013 learning outcomes 7384 Retail skills learning outcomes ERR# PLTS* FS opportunities Online testing through e volve Rules of Combination apply. 25

26 Component Syllabus topic/content to be covered with suggested timeframes Website or SmartScreen resources VRQ 1013 learning outcomes 7384 Retail skills learning outcomes ERR# PLTS* FS opportunities 4 Retail Skills Weeks Level 2 Logbook Includes Rules of Combination and Skillscan Freely available on the website 7536/7384 Smartscreen resources Unit 201/247 Work effectively in a team Unit 202/217 Help customers choose products Unit 204/219 Provide information and advice to customers/deal with customer queries Unit 240/246 Reduce security risks 253 LO LO 1, 2, LO LO1, 2, LO1, 2, LO1, LO1, 2, LO 2, 3, LO 1, 2 These materials cover knowledge within these units Unit 247 will cover aspects of ERR relating to Equality and Diversity Centres can download the Skillsmart Retail s mapping for Unit 247 (E.19) N/A 26

27 Component Syllabus topic/content to be covered with suggested timeframes Website or SmartScreen resources VRQ 1013 learning outcomes 7384 Retail skills learning outcomes ERR# PLTS* FS opportunities Unit 223/203 Keep stock at required levels in a retail environment Unit 224/216 Display stock to promote sales to customers in a retail environment Unit 231/221 Process payments for purchases Unit 235/205 Process returned goods in a retail environment Unit 236/250 Give customers a positive impression of yourself Unit 239/245 Protect own and others health and safety in a retail environment 27

28 Appendix 1 Frequently asked questions The Skillsmart Retail* s FAQs relating to the apprenticeship frameworks can be accessed at the Skillsmart Retail* website. The following are FAQs around our 9298 registration package: Area Description What levels are there? 2 and 3 Which framework are the qualifications accredited on? Do I have to register apprentices for each of the component parts? Does registering for an apprenticeship package alter the way I submit entries and results for units/assessments? If I switch over to an Apprenticeship Package can I keep any existing Direct Claims Status? Qualification & Credit Framework (QCF) You can or you can use the Apprenticeship Extra Package which allows you to access all components within a framework under one simple single registration, rather than registering separately for each individual component within a framework. No. Once you have made the single registration you simply submit results in the normal way. Yes. We are prepared to accept centres existing direct claim status provided: That they provide two positive Qualification Consultant (QC) reports (one within the last six months) That the centre can provide documentary evidence from the original awarding organisation confirming that direct claim status applies to the qualification at the time that it is being transferred this only applies to centres seeking direct claim status. The centre will then receive a QC visit shortly after approval, so that direct claims status can be affirmed. 28

29 Area What resources do we need to deliver this? Description To offer the 1013 Certificate in Retail Knowledge, you will need: suitably qualified staff to carry out training and assessment suitable facilities to carry out the required training to enable learners to achieve industry standards. For the 7384 Retail Skills centre staff should hold, or be working towards, the relevant Assessor/Verifier (A/V) units, TAQA units or an equivalent for their role in delivering, assessing and verifying this qualification. For detailed information see the Skillsmart Retail* s Assessment Strategy. How can we get approval to offer the apprenticeship qualifications? Do apprenticeship packages cover Apprenticeships in Wales and Northern Ireland? How do I claim the free overarching Record of Achievement Certificate for the apprenticeship package? Do the Apprenticeship Packages help me when making funding claims? If you re new to City & Guilds, first become a centre then you can apply for qualification approval. If you re already a centre, you can use the fast track approval if you currently offer the Retail Skills and Knowledge qualifications. For providers operating apprenticeships in Wales we have been adding Essential Skills (Wales) to create appropriate apprenticeship packages. Please speak to your business manager for more details on individual frameworks. Within each apprenticeship package there is the option to claim a free overarching Record of Achievement Certificate to give to the apprentice to show they have completed their apprenticeship framework qualifications with the UK s largest, most respected and recognised vocational awarding organisation. Simply select the relevant code found on the framework page on the Walled Garden. Not at this time. This is an awarding organisation administration and cost saving tool. In the long run we will be working with the SSC Alliance to see if we can find a better way to simplify and speed up the fund-claiming process. City & Guilds Customer Service (9065) 29

30 Appendix 2 Qualification specifications Qualification name C&G qual. number Qualification accreditation number Credit Value GLH Further info Diploma in Retail Skills /3960/ Certificate in Retail Skills /4065/ Certificate in Retail Knowledge /7352/ Search using our qualification finder for 7384 on Search using our qualification finder for 1013 on Functional Skills English NQF Level 1 Functional Skills Maths NQF Level /9319/8 501/0637/5 n/a n/a Search using our qualification finder for 3748 on Functional Skills English NQF Level /9318/6 n/a 45 ndlearning/qualifications/functionalskills Functional Skills Maths NQF Level /0987/X n/a 45 30

31 Appendix 3 Useful links National Apprenticeship Service (NAS) Standards-Setting Body Skillsmart Retail* Ltd The Sector Skills Council for Retail Alliance Sector Skills Council UK/England Team T: Northern Ireland Team T: Wales Team T: Specification of Apprenticeship Standards for England (SASE) Specification of Apprenticeship Standards for Wales (SASW) Vocational Qualifications and Credit Development Branch Department for Children, Education, Lifelong Learning and Skills Welsh Assembly Government Apprenticeships NI Modern Apprenticeships Scotland Every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press. However, City & Guilds products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication. If you have a complaint, or any suggestions for improvement about any of the services that we provide, feedbackandcomplaints@cityandguilds.com 31

32 About City & Guilds As the UK s leading vocational education organisation, City & Guilds is leading the talent revolution by inspiring people to unlock their potential and develop their skills. We offer over 500 qualifications across 28 industries through 8500 centres worldwide and award around two million certificates every year. City & Guilds is recognised and respected by employers across the world as a sign of quality and exceptional training. City & Guilds Group The City & Guilds Group operates from three major hubs: London (servicing Europe, the Caribbean and Americas), Johannesburg (servicing Africa), and Singapore (servicing Asia, Australia and New Zealand). The Group also includes the Institute of Leadership & Management (management and leadership qualifications), City & Guilds Land Based Services (land-based qualifications), the Centre for Skills Development (CSD works to improve the policy and practice of vocational education and training worldwide) and Learning Assistant (an online e-portfolio). Copyright The content of this document is, unless otherwise indicated, The City and Guilds of London Institute and may not be copied, reproduced or distributed without prior written consent. However, approved City & Guilds centres and candidates studying for City & Guilds qualifications may photocopy this document free of charge and/or include a PDF version of it on centre intranets on the following conditions: centre staff may copy the material only for the purpose of teaching candidates working towards a City & Guilds qualification, or for internal administration purposes candidates may copy the material only for their own use when working towards a City & Guilds qualification The Standard Copying Conditions (see the City & Guilds website) also apply. Please note: National Occupational Standards are not The City and Guilds of London Institute. Please check the conditions upon which they may be copied with the relevant Sector Skills Council. Published by City & Guilds, a registered charity established to promote education and training City & Guilds T +44 (0) Giltspur Street F +44 (0) London EC1A 9DD 32