VTCT Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF)

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1 VTCT Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) Operational start date: 1 March 2012 Credit value: 37 Guided learning hours (GLH): Qualification number: 600/4532/2 Statement of unit achievement By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements (if/where applicable) have been achieved under specified conditions, and that the evidence gathered is authentic. This statement of unit achievement table must be completed prior to claiming certification. Unit code Date achieved Learner signature Assessor initials IV signature (if sampled) Mandatory units UT31012 UT31024 UT20942 UT31019 UT31006 Optional units - Group A Optional units - Group B AT30379F_v4

2 The qualification Introduction The VTCT Level 3 NVQ Diploma in Hospitality Supervision and Leadership (QCF) is a job ready qualification based on National Occupational Standards (NOS). This qualification will develop your knowledge, understanding and skills for leading a team and supervising operations in the hospitality industry. Specifically you will learn how to set objectives and provide support for team members, develop working relationships with colleagues and lead a team to improve customer service. You will also learn how to contribute to the control of resources and maintain the health, hygiene, safety and security of the working environment. The optional units that make up this qualification will allow you to tailor your learning to your employer s needs and your personal interests and preferences. Units range from supervising drinks and food services to leading and managing meetings and contributing to the development of recipes and menus. National Occupational Standards (NOS) This qualification has been mapped to the relevant NOS, and is accredited on the Qualifications and Credit Framework (QCF). This qualification is approved and supported by People 1st, the sector skills council for hospitality, leisure, travel and tourism. Prerequisites There are no formal prerequisite qualifications that you must have prior to undertaking this qualification. Your centre will have ensured that you have the required knowledge, understanding and skills to enrol and successfully achieve this qualification. Throughout this qualification you will be supervised by specialist staff and assessed on your occupational competence. 2

3 Progression On completion of this qualification you may choose to undertake further study; qualifications you could progress to include: VTCT Level 3 Diploma in Food and Beverage Service Supervision (QCF) Alternatively, you may wish to seek employment as: Unit manager Head housekeeper Head of reception Front of house manager Duty/hotel supervisor/manager Regional supervisor/manager in restaurant or pub chain 3

4 Qualification structure Total credits required - 37 (minimum) All mandatory units must be completed. A minimum of 32 credits must be at or above Level 3. *Learners must achieve a minimum of 4 credits from optional group A and the remaining 10 credits from optional groups A or B. Mandatory units - VTCT unit code UT31012 UT31024 UT20942 Ofqual unit reference Y/502/9569 M/600/9600 H/600/ credits Unit title Maintain the health, hygiene, safety and security of the working environment Set objectives and provide support for team members Develop working relationships with colleagues Credit value GLH Level UT31019 H/601/1568 Lead a team to improve customer service UT31006 T/502/9532 Contribute to the control of resources Optional units - Group A 4 (minimum) credits VTCT unit code Ofqual unit reference Unit title Credit value GLH Level UT30965 F/502/9565 Supervise drink services UT30975 J/502/9566 Supervise food production operations UT30990 M/502/9562 Supervise food service UT31007 T/502/9563 Supervise functions UT30980 K/502/9561 Supervise housekeeping operations UT30969 H/502/9560 Supervise portering and concierge operations UT30954 A/502/9533 Supervise reception services UT31011 Y/502/9538 Supervise reservations and booking services

5 Optional units - Group B * credits VTCT unit code UT31021 UT41034 Ofqual unit reference J/601/1515 M/600/9676 Unit title Monitor and solve customer service problems Support learning and development within own area of responsibility Credit value GLH Level UT31018 H/601/1232 Improve the customer relationship UT41035 M/600/9712 Manage the environmental impact of work activities UT31025 Y/600/9686 Lead and manage meetings UT31005 UT30955 UT30999 T/502/9529 A/502/9564 R/502/9540 Contribute to the selection of staff for activities Manage the receipt, storage or dispatch of goods Supervise cellar and drink storage operations UT30989 M/502/9559 Supervise linen services UT30960 D/502/9539 Supervise practices for handling payments UT30964 UT30998 F/502/9534 R/502/9537 Supervise the use of technological equipment in hospitality services Supervise the wine store/cellar and dispense counter UT30983 L/502/9536 Supervise vending service UT30970 UT41027 UT41029 H/502/9591 J/502/9535 K/502/9530 Ensure food safety practices are followed in the preparation and serving of food and drink Contribute to promoting hospitality products and services Contribute to the development of a wine list UT41030 K/502/9558 Supervise off-site food delivery service UT41032 UT20934 M/502/9531 T/601/7214 Contribute to the development of recipes and menus Employment rights and responsibilities in the hospitality, leisure, travel and tourism sector

6 Guidance on assessment This book contains the mandatory units that make up this qualification. Optional units will be provided in additional booklets (if applicable). Where indicated, VTCT will provide assessment materials. Assessments may be internal or external. The method of assessment is indicated in each unit. Internal assessment (any requirements will be shown in the unit) Assessment is set, marked and internally verified by the centre to clearly demonstrate achievement of the learning outcomes. Assessment is sampled by VTCT external verifiers. External assessment (any requirements will be shown in the unit) Externally assessed question papers that are completed electronically will be set and marked by VTCT. Externally assessed, hard-copy question papers will be set by VTCT, marked by centre staff and sampled by VTCT external verifiers. Assessment explained VTCT qualifications are assessed and verified by centre staff. Work will be set to improve your practical skills, knowledge and understanding. For practical elements, you will be observed by your assessor. All your work must be collected in a portfolio of evidence and crossreferenced to requirements listed in this record of assessment book. Your centre will have an internal verifier whose role is to check that your assessment and evidence is valid and reliable, and also meets VTCT and regulatory requirements. An external verifier, appointed by VTCT, will visit your centre to sample and quality-check assessments, the internal verification process and the evidence gathered. You may be asked to attend on a different day from usual if requested by the external verifier. This record of assessment book is your property and must be in your possession when you are being assessed or verified. It must be kept safe. In some cases your centre will be required to keep it in a secure place. You and your course assessor will complete this book together to show achievement of all learning outcomes, assessment criteria and ranges. 6 6

7 Creating a portfolio of evidence As part of this qualification you are required to produce a portfolio of evidence. A portfolio will confirm the knowledge, understanding and skills that you have learnt. It may be in electronic or paper format. Your assessor will provide guidance on how to prepare the portfolio of evidence and how to show practical achievement, and understanding of the knowledge required to successfully complete this qualification. It is this booklet along with the portfolio of evidence that will serve as the prime source of evidence for this qualification. Evidence in the portfolio may take the following forms: Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies All evidence should be documented in the portfolio and cross referenced to unit outcomes. Constructing the portfolio of evidence should not be left to the end of the course. Many frequently asked questions and other useful information are detailed in the VTCT Candidate s Handbook, which is available on the VTCT website at Other questions should be addressed to the tutor, lecturer or assessor. 7 7

8 Unit assessment methods This section provides an overview of the assessment methods that make up each unit in this qualification. Detailed information on assessment is provided in each unit. Mandatory units VTCT unit code UT31012 UT31024 UT20942 UT31019 UT31006 Unit title Maintain the health, hygiene, safety and security of the working environment Set objectives and provide support for team members Develop working relationships with colleagues Lead a team to improve customer service Contribute to the control of resources External Question paper(s) Observation(s) Internal Portfolio of Evidence 0 0 û Optional units - Group A VTCT unit code Unit title External Question paper(s) Observation(s) Internal Portfolio of Evidence UT30965 Supervise drink services 0 UT30975 Supervise food production operations 0 UT30990 Supervise food service 0 UT31007 Supervise functions 0 UT30980 UT30969 Supervise housekeeping operations Supervise portering and concierge operations 0 0 UT30954 Supervise reception services 0 UT31011 Supervise reservations and booking services 0 8

9 Unit assessment methods Optional units - Group B VTCT unit code UT31021 UT41034 Unit title Monitor and solve customer service problems Support learning and development within own area of responsibility External Question paper(s) Observation(s) Internal Portfolio of Evidence 0 0 UT31018 Improve the customer relationship 0 UT41035 Manage the environmental impact of work activities 0 UT31025 Lead and manage meetings 0 UT31005 UT30955 UT30999 Contribute to the selection of staff for activities Manage the receipt, storage or dispatch of goods Supervise cellar and drink storage operations UT30989 Supervise linen services 0 UT30960 UT30964 UT30998 Supervise practices for handling payments Supervise the use of technological equipment in hospitality services Supervise the wine store/cellar and dispense counter UT30983 Supervise vending service 0 UT30970 UT41027 UT41029 UT41030 Ensure food safety practices are followed in the preparation and serving of food and drink Contribute to promoting hospitality products and services Contribute to the development of a wine list Supervise off-site food delivery service

10 Unit assessment methods Optional units - Group B (continued) VTCT unit code UT41032 UT20934 Unit title Contribute to the development of recipes and menus Employment rights and responsibilities in the hospitality, leisure, travel and tourism sector External Question paper(s) Observation(s) Internal Assignment(s) 0 0 û 10 10

11 Unit glossary Description VTCT product code Unit title National Occupational Standards (NOS) Level Credit value Guided learning hours (GLH) Observations Learning outcomes Evidence requirements Observation outcome Knowledge outcome Assessment criteria Range All units are allocated a unique VTCT product code for identification purposes. This code should be quoted in all queries and correspondence to VTCT. The title clearly indicates the focus of the unit. NOS describe the skills, knowledge and understanding needed to undertake a particular task or job to a nationally recognised level of competence. Level is an indication of the demand of the learning experience; the depth and/or complexity of achievement and independence in achieving the learning outcomes. There are 9 levels of achievement within the Qualifications and Credit Framework (QCF). This is the number of credits awarded upon successful achievement of all unit outcomes. Credit is a numerical value that represents a means of recognising, measuring, valuing and comparing achievement. The number of hours of teacher-supervised or directed study time required to teach a qualification or unit of a qualification. This indicates the minimum number of competent observations, per outcome, required to achieve the unit. The learning outcomes are the most important component of the unit; they set out what is expected in terms of knowing, understanding and practical ability as a result of the learning process. Learning outcomes are the results of learning. This section provides guidelines on how evidence must be gathered. An observation outcome details the tasks that must be practically demonstrated to achieve the unit. A knowledge outcome details the theoretical requirements of a unit that must be evidenced through oral questioning, a mandatory written question paper, a portfolio of evidence or other forms of evidence. Assessment criteria set out what is required, in terms of achievement, to meet a learning outcome. The assessment criteria and learning outcomes are the components that inform the learning and assessment that should take place. Assessment criteria define the standard expected to meet learning outcomes. The range indicates what must be covered. Ranges must be practically demonstrated in parallel with the unit s observation outcomes

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13 UT31012 Maintain the health, hygiene, safety and security of the working environment The aim of this unit is to develop your knowledge, understanding and skills for everyday working life. You will be able to assess and minimise risks to colleagues and customers. UT31012_v9

14 NOS HSL4 Level 3 Credit value 4 GLH 27 Observation(s) 2 External paper(s) 0

15 Maintain the health, hygiene, safety and security of the working environment Learning outcomes On completion of this unit you will: 1. Be able to maintain the health, hygiene, safety and security of the working environment 2. Understand the importance of maintaining the health, hygiene, safety and security of the working environment 3. Understand how to maintain the health, hygiene, safety and security of the working environment Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development. You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis. 4. Range All ranges must be competently demonstrated as part of an assessed observation. Evidence requirements 1. Environment Evidence for this unit should be gathered within the workplace, however, you may be assessed within an approved realistic working environment (RWE) that meets People 1st s criteria. 2. Simulation Simulation is allowed for outcomes 1f and 1g, if no naturally occurring evidence is available. 3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. 5. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used. 6. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes and cover ranges in this unit. All outcomes and ranges must be achieved. 7. External paper There is no external paper for this unit. UT

16 Achieving observations and range Achieving observation outcomes Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit. Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means. Guidance for tutors and assessors Tutors and assessors must refer to the document(s) listed below, prior to delivering this unit. Document(s) can be downloaded from Sector Assessment Strategy for competence based units of assessment and qualifications Your assessor will sign off a learning outcome when all criteria have been competently achieved. Achieving range The range section indicates what must be covered. The specified number of ranges must be practically demonstrated as part of an assessed observation. Evidence for the remaining points under the range must be assessed through questioning or witness testimony. Every range item must be evidenced. You may be required to undertake additional observations to ensure all range items have been covered. VTCT recommends that where possible all ranges are covered practically. Your assessor will document the portfolio reference once a range has been covered. 16 UT31012

17 Observations Learning outcome 1 Be able to maintain the health, hygiene, safety and security of the working environment You can: a. Obtain information on the health, hygiene, safety and security procedures in own area of responsibility* b. Ensure colleagues have relevant information on the health, hygiene, safety and security issues within own area of responsibility* c. Inform colleagues about the importance of following health, hygiene, safety and security procedures* d. Check that colleagues follow the health, hygiene, safety and security procedures in own area of responsibility* e. Monitor own area of responsibility for risks to health, hygiene, safety and security* f. Deal with risks and accidents promptly, following organisational and legal requirements for safeguarding customers and staff* g. Follow organisational procedures when recording or reporting risks and any health, hygiene, safety or security action taken* h. Pass on information about how health, hygiene, safety or security procedures are working* i. Recommend improvements for health, hygiene, safety or security procedures* *May be assessed by supplementary evidence. Observation 1 2 Optional Optional Criteria questioned orally Date achieved Portfolio reference Learner signature Assessor initials UT

18 Range You must practically demonstrate that you have: Maintained all procedures Portfolio reference Use of safe working practices (including manual handling) Safe use of equipment Safe use of hazardous substances Cleanliness and hygiene Personal presentation (including the use of personal protective equipment) Security of the workplace Emergency procedures Identified and dealt with all hazards Portfolio reference Unsafe working practices Unsafe equipment Unsafe use of hazardous substances Unhygienic conditions Poor personal presentation (including the use of personal protective equipment) Breaches in security Staff illness Where applicable, the specified number of ranges must be practically demonstrated as part of an observation. Those remaining must be evidenced by practical observation or other assessment methods. All ranges must be evidenced in your portfolio. 18 UT31012

19 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*: Projects Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies Professional discussion Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning. When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved. Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic. *This is not an exhaustive list. UT

20 Knowledge Learning outcome 2 Understand the importance of maintaining the health, hygiene, safety and security of the working environment You can: Portfolio reference a. Identify the statutory authorities that enforce the health, hygiene and safety laws and regulations b. Explain the implications of breaking the law on health, hygiene and safety for individuals and the organisation c. Describe the main areas of health, hygiene and safety laws and regulations for own area of responsibility d. Describe the organisation s health, hygiene, safety and security procedures for own area of responsibility e. Describe own responsibilities for health, hygiene, safety, and security f. Explain the importance of making sure permanent and temporary staff are aware of relevant procedures g. Explain how to communicate with colleagues on issues relating to health, hygiene, safety and security h. Identify the person in the organisation who is responsible for first aid, health, hygiene, safety and security and their responsibilities i. Explain the organisation s emergency procedures j. Describe the evacuation procedures that relate to own area of responsibility k. Describe the procedures that should be followed when recording and storing information about health, hygiene, safety and security l. Describe the procedures that should be followed when making recommendations about health, hygiene, safety and security m. Identify to whom recommendations should be made regarding health, hygiene, safety and security 20 UT31012

21 Learning outcome 3 Understand how to maintain the health, hygiene, safety and security of the working environment You can: Portfolio reference a. Identify information about health, hygiene, safety and security that should be recorded and stored b. Identify other people and organisations who need to have access to information about health, hygiene, safety and security c. Identify the information on health, hygiene, safety and security that external authorities may need to access d. Identify the potential health, hygiene, safety and security hazards that exist, or may exist, in own area of responsibility e. Explain how to monitor own area of responsibility to ensure maintenance of health, hygiene, safety and security of employees, customers and other members of the public f. Identify how frequently health, hygiene, safety and security inspections should be carried out g. Explain how to assess the potential risks associated with the typical health, hygiene, safety and security hazards in own area of responsibility h. Explain how to eliminate or minimise the risk associated with potential health, hygiene, safety and security hazards i. Explain the limits of own authority when dealing with risks and hazards j. Explain the procedures to follow when dealing with faults of equipment in own area of responsibility k. Explain how to develop contingency plans to reduce the impact of any health, hygiene, safety and security problems that occur l. Explain the procedure to follow in the event of an emergency, including bomb alerts and fire UT

22 Notes Use this area for notes and diagrams 22 UT31012

23 UT31024 Set objectives and provide support for team members The aim of this unit is to develop your knowledge, understanding and practical skills to identify the requirements of a team, based on its objectives, and how to support and develop that team to meet those objectives. UT31024_v8

24 NOS B5 Level 3 Credit value 5 GLH 35 Observation(s) 0 External paper(s) 0

25 Set objectives and provide support for team members Learning outcomes On completion of this unit you will: 1. Be able to communicate a team s purpose and objectives to the team members 2. Be able to develop a plan with team members showing how team objectives will be met 3. Be able to support team members by identifying opportunities and providing support 4. Be able to monitor and evaluate progress and recognise individual and team achievement Evidence requirements 1. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used. 2. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved. 3. External paper There is no external paper for this unit. UT

26 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*: Projects Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies Professional discussion Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning. When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved. Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic. *This is not an exhaustive list. 26 UT31024

27 Knowledge Learning outcome 1 Be able to communicate a team s purpose and objectives to the team members You can: Portfolio reference a. Describe the purpose of a team b. Set SMART (specific, measurable, achievable, realistic and timebound) team objectives with its members c. Communicate the team s purpose and objectives to its members UT

28 Learning outcome 2 Be able to develop a plan with team members showing how team objectives will be met You can: Portfolio reference a. Discuss with team members how team objectives will be met b. Ensure team members participate in the planning process and think creatively c. Develop plans to meet team objectives d. Set SMART personal work objectives with team members 28 UT31024

29 Learning outcome 3 Be able to support team members by identifying opportunities and providing support You can: Portfolio reference a. Identify opportunities and difficulties faced by team members b. Discuss identified opportunities and difficulties with team members c. Provide advice and support to team members to overcome identified difficulties and challenges d. Provide advice and support to team members to make the most of identified opportunities UT

30 Learning outcome 4 Be able to monitor and evaluate progress and recognise individual and team achievement You can: Portfolio reference a. Monitor and evaluate individual and team activities and progress b. Provide recognition when individual and team objectives have been achieved 30 UT31024

31 UT20942 Develop working relationships with colleagues The aim of this unit is to develop your knowledge, understanding and practical skills in developing working relationships with colleagues, within your own and other organisations. UT20942_v9

32 NOS D1 Level 2 Credit value 3 GLH 15 Observation(s) 2 External paper(s) 0

33 Develop working relationships with colleagues Learning outcomes On completion of this unit you will: 1. Be able to establish working relationships with colleagues 2. Be able to act in a professional and respectful manner when working with colleagues 3. Be able to communicate with colleagues 4. Understand the benefits of working with colleagues 5. Be able to identify potential work-related difficulties and explore solutions Evidence requirements 1. Environment Evidence for this unit should be gathered within the workplace, however, you may be assessed within an approved realistic working environment (RWE) that meets People 1st s criteria. 2. Simulation Simulation is not allowed in this unit. Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development. You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis. 4. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used. 5. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved. 6. External paper There is no external paper for this unit. 3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. UT

34 Achieving observations and range Achieving observation outcomes Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit. Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means. Guidance for tutors and assessors Tutors and assessors must refer to the document(s) listed below, prior to delivering this unit. Document(s) can be downloaded from Sector Assessment Strategy for competence based units of assessment and qualifications Your assessor will sign off a learning outcome when all criteria have been competently achieved. Achieving range There is no range section that applies to this unit. 34 UT20942

35 Observations Learning outcome 1 Be able to establish working relationships with colleagues You can: a. Identify colleagues within own and other organisations b. Agree the roles and responsibilities for colleagues *May be assessed by supplementary evidence. Observation 1 2 Optional Optional Criteria questioned orally Date achieved Portfolio reference Learner signature Assessor initials UT

36 Learning outcome 2 Be able to act in a professional and respectful manner when working with colleagues You can: a. Explain how to display behaviour that shows professionalism* *May be assessed by supplementary evidence. Observation 1 2 Optional Optional Criteria questioned orally Date achieved Portfolio reference Learner signature Assessor initials 36 UT20942

37 Learning outcome 3 Be able to communicate with colleagues You can: a. Identify information to others clearly and concisely b. Explain how to receive and clarify own understanding of information* *May be assessed by supplementary evidence. Observation 1 2 Optional Optional Criteria questioned orally Date achieved Portfolio reference Learner signature Assessor initials UT

38 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*: Projects Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies Professional discussion Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning. When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved. Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic. *This is not an exhaustive list. 38 UT20942

39 Knowledge Learning outcome 4 Understand the benefits of working with colleagues You can: Portfolio reference a. Describe the benefits of productive working relationships UT

40 Learning outcome 5 Be able to identify potential work-related difficulties and explore solutions You can: Portfolio reference a. Identify potential work-related difficulties and conflicts of interest b. Explain how to resolve potential difficulties that have been identified 40 UT20942

41 UT31019 Lead a team to improve customer service The aim of this unit is to develop your knowledge and understanding of your organisation and staffing resources. You will learn how to bring these together in a constructive way in order to improve overall customer service. You will need to give support and guidance to your team to encourage them to improve their customer service delivery. UT31019_v10

42 NOS HSL5 Level 3 Credit value 7 GLH 47 Observation(s) 2 External paper(s) 0

43 Lead a team to improve customer service Learning outcomes On completion of this unit you will: 1. Be able to plan and organise the work of a team 2. Be able to provide support for team members 3. Be able to review performance of team members 4. Understand how to lead a team to improve customer service Evidence requirements 1. Environment Evidence for this unit should be gathered within the workplace, however, you may be assessed within an approved realistic working environment (RWE) that meets People 1st s criteria. 2. Simulation Simulation is not allowed in this unit. 3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis. 4. Range All ranges must be competently demonstrated as part of an assessed observation. 5. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used. 6. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes and cover ranges in this unit. All outcomes and ranges must be achieved. 7. External paper There is no external paper for this unit. Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development. UT

44 Achieving observations and range Achieving observation outcomes Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit. Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means. Guidance for tutors and assessors Tutors and assessors must refer to the document(s) listed below, prior to delivering this unit. Document(s) can be downloaded from Sector Assessment Strategy for competence based units of assessment and qualifications Your assessor will sign off a learning outcome when all criteria have been competently achieved. Achieving range The range section indicates what must be covered. The specified number of ranges must be practically demonstrated as part of an assessed observation. Evidence for the remaining points under the range must be assessed through questioning or witness testimony. Every range item must be evidenced. You may be required to undertake additional observations to ensure all range items have been covered. VTCT recommends that where possible all ranges are covered practically. Your assessor will document the portfolio reference once a range has been covered. 44 UT31019

45 Observations Learning outcome 1 Be able to plan and organise the work of a team You can: a. Treat team members with respect at all times b. Agree with team members their role in delivering effective customer service c. Involve team members in planning and organising their customer service work d. Allocate work which takes full account of team members customer service skills and the objectives of the organisation e. Motivate team members to work together to raise their customer service performance *May be assessed by supplementary evidence. Observation 1 2 Optional Optional Criteria questioned orally Date achieved Portfolio reference Learner signature Assessor initials UT

46 Learning outcome 2 Be able to provide support for team members You can: a. Check that team members understand what they have to do to improve their work with customers and why that is important b. Check with team members what support they feel they may need throughout this process c. Provide team members with support and direction when they need help d. Encourage team members to work together to improve customer service *May be assessed by supplementary evidence. Observation 1 2 Optional Optional Criteria questioned orally Date achieved Portfolio reference Learner signature Assessor initials 46 UT31019

47 Learning outcome 3 Be able to review performance of team members You can: a. Provide sensitive feedback to team members about their customer service performance b. Encourage team members to discuss their customer service performance c. Discuss sensitively with team members action they need to take to continue to improve their customer service performance *May be assessed by supplementary evidence. Observation 1 2 Optional Optional Criteria questioned orally Date achieved Portfolio reference Learner signature Assessor initials UT

48 Range You must practically demonstrate that you have: Taken into account all organisational constraints Portfolio reference Time Human resources Physical resources Financial resources Taken into account all team or individual constraints Portfolio reference Existing workloads Individual capabilities and sensitivities Initiatives and objectives currently being undertaken by the organisation Influences operating on the team from outside Used all methods to support team members Portfolio reference Plan and organise their work Provide support and guidance Provide feedback on performance Provided all types of feedback Portfolio reference Formal or informal Verbal or in writing Where applicable, the specified number of ranges must be practically demonstrated as part of an observation. Those remaining must be evidenced by practical observation or other assessment methods. All ranges must be evidenced in your portfolio. 48 UT31019

49 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*: Projects Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies Professional discussion Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning. When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved. Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic. *This is not an exhaustive list. UT

50 Knowledge Learning outcome 4 Understand how to lead a team to improve customer service You can: Portfolio reference a. Describe the roles and responsibilities of your team members and where the team members fit in the overall structure of the organisation b. Explain how team and individual performance can affect the achievement of organisational objectives c. Explain the implications of failure to improve customer service for your team members and your organisation d. Describe how to plan work activities e. Explain how to present plans to others to gain understanding and commitment f. Explain how to facilitate meetings to encourage frank and open discussion g. Explain how to involve and motivate staff to encourage teamwork h. Describe how to recognise and deal sensitively with issues of underperformance 50 UT31019

51 UT31006 Contribute to the control of resources The aim of this unit is to develop your knowledge and understanding, and that of the staff for whom you are responsible, ensuring that resources are used effectively and efficiently without undue waste. You will cover obtaining supplies, checking equipment, monitoring the use of resources and keeping records. UT31006_v9

52 NOS HSL3 Level 3 Credit value 4 GLH 30 Observation(s) 2 External paper(s) 0

53 Contribute to the control of resources Learning outcomes On completion of this unit you will: 1. Be able to contribute to the control of resources 2. Understand factors affecting the use of resources 3. Understand how to contribute to the control of resources Evidence requirements 1. Environment Evidence for this unit should be gathered within the workplace, however, you may be assessed within an approved realistic working environment (RWE) that meets People 1st s criteria. 2. Simulation Simulation is not allowed in this unit. You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis. 4. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used. 5. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved. 6. External paper There is no external paper for this unit. 3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development. UT

54 Achieving observations and range Achieving observation outcomes Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit. Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means. Guidance for tutors and assessors Tutors and assessors must refer to the document(s) listed below, prior to delivering this unit. Document(s) can be downloaded from Sector Assessment Strategy for competence based units of assessment and qualifications Your assessor will sign off a learning outcome when all criteria have been competently achieved. Achieving range There is no range section that applies to this unit. 54 UT31006

55 Observations Learning outcome 1 Be able to contribute to the control of resources You can: a. Identify the resources needed from those available* b. Follow organisational procedures for obtaining additional resources* j. Maintain accurate records about resources in line with organisational requirements* k. Propose ways of making better use of resources following organisational requirements* c. Follow organisational procedures when dealing with any problems in obtaining resources* d. Update relevant people within the organisation when dealing with any problems in obtaining resources* e. Determine the quality, quantity and suitability of resources needed for use* f. Ensure that equipment and materials are correctly stored and maintained* g. Encourage colleagues to make efficient use of resources* h. Monitor the use of resources in own area of responsibility* i. Contribute to the effective and efficient use of resources in line with organisational and legal requirements* *May be assessed by supplementary evidence. Observation 1 2 Optional Optional Criteria questioned orally Date achieved Portfolio reference Learner signature Assessor initials UT

56 Developing knowledge Achieving knowledge outcomes You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*: Projects Observed work Witness statements Audio-visual media Evidence of prior learning or attainment Written questions Oral questions Assignments Case studies Professional discussion Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning. When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved. Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic. *This is not an exhaustive list. 56 UT31006

57 Knowledge Learning outcome 2 Understand factors affecting the use of resources You can: Portfolio reference a. Identify the resources that are used in own area of responsibility b. Explain how to check the resources that are required for the work needing to be carried out c. Explain how to ensure resources are suitable for the work that needs to be carried out d. Describe normal consumption levels for resources in own area of responsibility e. Identify the approximate costs of the resources used in own area of responsibility f. Explain how resource costs affect the organisation s financial targets g. Explain the importance of working within agreed spending limits h. Describe the procedures that need to be followed when it is necessary to go beyond agreed spending limits i. Explain the importance of getting management approval when needing to go beyond agreed spending limits j. Identify the organisation s regular suppliers k. Identify who within the organisation is responsible for ordering supplies UT

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