NCFE Level 1 Award in Employability Skills

500/6768/0

This presentation covers the following 4 units:

• Business and customer awareness• Working in a team• Job application skills• Interview skills

Business and customer awareness

T/502/3584

What you will cover in this unit

• Understand the different types of business and organisations, their purposes and customers in their area

• Understand why employers might require particular attitudes from their staff in different situations

• Be able to relate employer expectations to their own activities

How could you group these organisations?

Activity 2: Who is the customer?

• In small groups you will be allocated one of the 4 logos shown

• What does that organisation do?

• Discuss and identify WHO would be a customer of that organisation – can you identify types?

• What products or services are they looking to buy?

• Draw a mind map which identifies the range of customers for that organisation

Customers will expect:• to feel welcomed into the shop/restaurant /hotel etc• staff to listen to their requirements• staff to be helpful• staff to be knowledgeable• staff to be polite• staff to be patient• staff to be able to resolve any problems• to pay a price which meets their budget• to buy a product or service which meets their needs• a positive experience.

Customer care skills: the most important behaviour is attitude

• We must give every customer our best service, no matter how we feel, whether we feel they deserve it or not, no matter what is happening around us

• The right attitude begins with feeling good about yourself

• Our feelings set our moods, and our mood sets the level of customer service we provide

• It’s difficult to help someone else unless you feel good yourself.

Discussion: What would you do?

Scenario 1:Angry customer returning a faulty product and complaining about the poor customer service received

Scenario 2:A colleague keeps taking regular cigarette breaks and leaving you to do their work and answer their calls

Impact of attitude on business

• Happy employees mean happy customers

• Happy customers mean more sales

• More sales mean more money• More money means more profit• More profit means happy

owners/shareholders

Employers’ expect staff to:• possess a positive attitude• want to work• be dependable• be reliable and have good timekeeping• be adaptable – can take on different work• be honest• be self-motivated with a willingness to grow & learn • have strong self-confidence• show professional behaviour• be loyal.

Working in a team

F/502/3586

What you will cover in this unit

• Understand the characteristics of good team working

• Understand and demonstrate own strengths and role in a team

• Be able to recognise and value the contribution made by others in a team

• Be able to participate in a team

What makes a good team?

Characteristics of a good team

• All members have a clear goal• Team is made up of competent members• Members talk and listen to each other• Members know their own strengths• Members know the strengths of others• Members support each other• Members take agreed risks • Members have agreed roles

The Marshmallow Challenge

• Teams must build the tallest free-standing structure out of 20 sticks of spaghetti, one yard of tape, one yard of string, and one marshmallow. The marshmallow needs to be on top.

• You have 20 minutes to build your tower

Team performance

• A good team will work together to achieve their goals

• How well did you perform?• How well did the team

perform?• What characteristics of a good

team did you demonstrate?• Complete R6 – understanding

strengths in a team

Group challenge

• In teams of 6 you have to produce a 15-minute team performance on the importance of customer service

• This should include – A PowerPoint presentation – 2 role plays– Time for questions/feedback

Job application skills

H/502/3614

What you will cover in this unit

• Know the type of information usually asked for in job applications

• Understand how a straightforward job application form should be completed and accompanying letter written

Starter activity

• What do employers want to know about you?

Why use application forms

• Make notes whilst watching the video clip• Can you add any other reasons why employers use

application forms?

Tips for filling in application forms• Photocopy the form and do a draft first• Gather together information about your qualifications and any

work experience• Think about your achievements at school and during work

experience• Research the company you are applying to and refer to its

activities in your answers• Complete as many dummy forms as you need to be sure that

you’ve got all the details right before sending off the final version• Keep all your information on hand so that you can fill in future

application forms quickly and easily

Covering letters

• What is the purpose of a covering letter?

• What should be included?

• Look at the example covering letters online

Interview skills

K/502/3615

What you will cover in this unit

• Know how to prepare for an interview• Know how to conduct themselves in an

appropriate manner in a job related interview• Know how to review their interview

performance

Preparing for the interview

• Check out how to get to the interview• Time how long it will take you – check out bus

times or car parking arrangements• Prepare your clothing the night before• Know the details on your CV/application form• Think about the types of questions they may ask

you and prepare some answers• Think about what questions you would like to ask

them about the job role

Dressing for the interview

• Dress appropriately for the job role• Make sure clothes are clean• Check hems and buttons are all correct• Avoid “loud” colours and styles• Make up should be minimal• Tattoos should be covered• Shoes and jewellery should be appropriate

At the interview:

• smile when you meet the interviewers• walk confidently• have a firm handshake• maintain good eye contact• take time to think before answering the question• don’t be afraid to ask them to repeat a question• nerves are expected but take a few deep breaths

to relax

What not to do:• don't be late• don't swear or use slang words• don't slouch in your seat or look uninterested• don't smoke• don't lie: the interviewer may pick up on this• don't be arrogant and assume you've got the job• don't read from notes or your CV — you should able to talk

about your own history unprompted• don't criticise former employers or colleagues• don't argue with the interviewer, no matter what.

Interview practice

• You will be interviewed on (DATE)• By (INTERVIEWER)• For the job of (POST)• The interview will be recorded for portfolio

evidence so you will need to prepare for the interview

• Dress appropriately for the interview

Self-reflection

• Consider how well you have performed during the interview

• How could you improve your interview skills for future interviews?

• How can you develop your skills?