SVQ - Edexcel · private sector. There are four mandatory units at this level covering resource...
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Candidate Logbook SVQ 2 in Team Leading at SCQF Level 5 October 2011 SVQ
Transcript of SVQ - Edexcel · private sector. There are four mandatory units at this level covering resource...
Candidate Logbook
SVQ 2 in Team Leading at SCQF Level 5
October 2011
SVQ
Pearson Education Ltd is one of the UK’s largest awarding organisations, offering academic and vocational qualifications and testing to schools, colleges, employers, and other places of learning, both in the UK and internationally. Qualifications offered include GCSE, AS and A level, NVQ and our BTEC suite of vocational qualifications, ranging from Entry Level to BTEC Higher National Diplomas. Pearson Education Ltd administers Edexcel GCSE examinations.
Through initiatives such as on screen marking and administration, Pearson is leading the way in using technology to modernise educational assessment, and to support teachers and learners.
References to third party material made in this specification are made in good faith. Edexcel does not endorse, approve or accept responsibility for the content of materials, which may be subject to change, or any opinions expressed therein. (Material may include textbooks, journals, magazines and other publications and websites.)
Authorised by Martin Stretton Prepared by Susan Hoxley
Publications code SVO29859
All the material in this publication is copyright © Pearson Education Limited 2012
Contents
Section 1:SVQ 2 in Team Leading at SCQF Level 5 3
Introduction 3
Who is this SVQ for? 4
What is the structure of the SVQ 2 in Team Leading at SCQF Level 5? 5
Section 2: Examples of forms 6
Collecting your evidence 6
Example form 1 — Portfolio title page 7
Example form 2 — Personal profile 9
Example form 3 — Contents checklist 11
Example form 4 — Index of evidence 13
Example form 5 — Unit assessment plan 15
Example form 6 — Unit sign-off record 17
Example form 7 — Work Log 19
Example form 8 — Observation record 21
Example form 9 — Witness testimony 23
Example form 10 — Expert witness evidence record 25
Example form 11 — Record of questions and candidate’s answers 27
Section 3: Logbook 29
Mandatory units 31
Unit 1: Manage your own resources 33
Unit 2: Develop productive working relationships with colleagues 45
Unit 3: Allocate and check work in your team 59
Unit 4: Ensure your own actions reduce risks to health and safety 73
Optional units 91
Unit 5: Provide leadership for your team 93
Unit 6: Encourage innovation in your team 105
Unit 7: Help team members address problems affecting their performance 119
Unit 8: Participate in meetings 133
Unit 9: Initiate and follow disciplinary procedure 147
Unit 10: Initiate and follow grievance procedure 161
Unit 11: Resolve customer service problems 173
Unit 12: Monitor and solve customer service problems 187
Unit 13: Support customer service improvements 201
Unit 14 Work with others to improve customer service 215
=
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Section 1:SVQ 2 in Team Leading at SCQF Level 5
Introduction
This document contains information specific to the Edexcel SVQ 2 in Team Leading at SCQF Level 5.
National Occupational Standards and SVQs
The standards, Assessment Strategy and qualification structures for the Edexcel SVQ 2 in Team Leading at SCQF Level 5 are overseen by the CfA. The SVQs have been developed from the National Occupational Standards.
The Edexcel SVQ 2 in Team Leading at SCQF Level 5 gives recognition of candidates’ skills, knowledge and understanding. It allows candidates to gain a qualification in the workplace that relates to their job and promotes good working practice.
You can contact the Sector Skills Council (SSC) at:
CfA business skills @ work 6 Graphite Square, Vauxhall Walk, London SE11 5EE Telephone: 0207 091 9620 Fax: 0207 091 7340 Email: [email protected]
SVQs are designed to be assessed in the workplace, or in conditions resembling the workplace. However, simulation of real working practice is rarely permitted. Where this is allowed it will be shown in the individual units, within the standards that are in this logbook.
Simulation must be carried out in conditions resembling the workplace. These conditions are described as being a ‘realistic working environment’ (RWE).
Which SVQs in Team Leading and Management are available?
The following SVQs in Team Leading and Management are available:
SVQ 2 in Team Leading at SCQF 5
SVQ 3 in Management at SCQF 7
SVQ 4 in Management at SCQF 9
SVQ 5 in Management at SCQF 11
It is important that you select the most appropriate level related to your work role.
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Who is this SVQ for?
The SVQ 2 in Team Leading at SCQF Level 5
Candidates can expect to be working as team leaders across a wide variety of areas, including NHS trusts, educational institutions, government departments and the private sector. There are four mandatory units at this level covering resource management, leadership, working with colleagues and health and safety, together with a choice of option units.
What progression opportunity does this SVQ offer me?
Candidates may progress within their own employment from supporting a team of people to a supervisory role. They can also progress to:
the SVQ 3 in Management
other level 2 qualifications, such as the Edexcel BTEC Level 2 Award in Team Leading (QCF)
the Edexcel BTEC Level 3 Award/Certificate in Management (QCF)
the Edexcel BTEC Level 3 Diploma/Extended Diploma in Business (Management) (QCF)
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What is the structure of the SVQ 2 in Team Leading at SCQF Level 5?
To achieve the whole qualification at level 2, you must prove competence in four mandatory units and two optional units.
Mandatory units for the SVQ 2 in Team Leading at SCQF Level 5
You must achieve all of the units listed below:
Unit number
Unit code Title Unit credit
SCQF level
1 A1 Manage your own resources 7 6
2 D1 Develop productive working relationships with colleagues
9 6
3 D5 Allocate and check work in your team 12 5
4 E5 Ensure your own actions reduce risks to health and safety
4 5
Optional units for the SVQ 2 in Team Leading at SCQF Level 5
You must achieve two of the units listed below:
Unit number
Unit code Title Unit credit
SCQF level
5 B5 Provide leadership for your team 9 7
6 C1 Encourage innovation in your team 11 6
7 D8 Help team members address problems affecting their performance
5 6
8 D12 Participate in meetings 2 5
9 D14 Initiate and follow disciplinary procedure 6 6
10 D15 Initiate and follow grievance procedure 6 6
11 F5 Resolve customer service problems 6 5
12 F6 Monitor and solve customer service problems
6 6
13 F7 Support customer service improvements 5 5
14 F8 Work with others to improve customer service
8 6
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Section 2: Examples of forms Collecting your evidence
This section contains examples of the forms you, your assessor and the internal verifier will use while you are undertaking your SVQ2 in Team Leading at SCQF Level 5.
The forms are:
Form 1: Portfolio title page
Form 2: Personal profile
Form 3: Contents checklist
Form 4: Index of evidence
Form 5: Unit assessment plan
Form 6: Unit sign-off record
Form 7: Work Log
Form 8: Observation record
Form 9: Witness testimony
Form 10: Expert witness evidence record
Form 11: Record of questions and candidate’s answers
You should ask your assessor for further advice and support if you are still unsure about how to use the forms and who should complete them.
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Example form 1 — Portfolio title page
Name:
Job title:
Name of employer/training provider/college:
Their address:
Postcode:
Telephone number (Home): (Work):
Email address: Fax number:
SVQ: Level:
Units submitted for assessment:
Mentor/Supervisor:
(Please provide details of mentor’s/supervisor’s experience):
Assessor: Date:
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Example form 2 — Personal profile
Name:
Address:
Postcode:
Telephone number (Home): (Work):
Email address: Fax number:
Job title:
Relevant experience
Description of your current job:
Previous work experience or attach copy of a current CV:
Qualifications and training and/or attach copy of a current CV:
continued overleaf…
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Voluntary work/interests:
Name of employer/training provider/college:
Address:
Postcode:
Telephone number (work): Fax number:
Email address:
Type of business, if employer:
Number of staff:
Structure of organisation (including chart or diagram if available):
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Example form 3 — Contents checklist
SVQ title:
Candidate:
Completed? Page/section number
Title page for the portfolio
Personal profile
your own personal details
a brief CV or career profile
description of your job
information about your employer/training provider/college
Summary of the units
Completed units
signed by yourself, your assessor and the internal verifier (where relevant)
reference numbers included
unit assessment plans
Unit progress records
Index of evidence (with cross-referencing information completed)
Evidence (with reference numbers)
observation records
details of witnesses (witness testimony sheets)
personal statements
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Example form 4 — Index of evidence
SVQ title and level:
Candidate:
Units/elements evidence links to (give specific numbers, eg 5.2.1)
Evidence number
Description of evidence Included in portfolio (Yes/No) If No, state location
Internal verifier signature and date of sampling
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Example form 5 — Unit assessment plan
SVQ title:
Unit:
Candidate: Assessor:
Normal working activities performed
TYPICAL EVIDENCE
WORK AREA EXPECTED COMPLETION DATE
LINKS TO OTHER UNITS/ELEMENTS
ELEMENT:
ELEMENT:
ELEMENT:
Activities needing to be performed
ELEMENT:
ELEMENT:
ELEMENT:
Additional comments
Assessor’s signature: Date:
Candidate’s signature: Date:
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Example form 6 — Unit sign-off record
SVQ title and level:
Candidate:
Assessor:
To achieve the whole qualification, you must prove competence in Xxx mandatory units and Xxx optional units.
Unit checklist: list here the units you will be undertaking, then circle the reference number of each unit as you complete it.
Mandatory
Optional
Mandatory units
Unit number Title Assessor’s signature
Date
continued overleaf…
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Optional units
Unit number Title Assessor’s signature
Date
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Example form 7 — Work Log
SVQ title and level:
Unit/element(s):
Candidate:
Purpose of statement:
Evidence index number:
Date Evidence index number
Details of statement Links to other evidence (enter numbers)
Units, elements and PCs covered
Candidate’s signature: Date:
Assessor’s signature: Date:
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Example form 8 — Observation record
SVQ title and level:
Unit/element(s):
Candidate: Date of observation:
Evidence index number:
Skills/activities observed: PCs and range covered:
Knowledge and understanding apparent from this observation:
Other units/elements to which this evidence may contribute:
Assessor comments and feedback to candidate:
I can confirm the candidate’s performance was satisfactory.
Assessor’s signature: Date:
Candidate’s signature: Date:
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Example form 9 — Witness testimony
SVQ title and level:
Candidate name:
Evidence index number:
Where applicable, evidence number to which this testimony relates:
Unit:
Element(s):
Range:
Date of evidence:
Witness name:
Relationship to candidate:
Details of testimony:
I can confirm the candidate’s evidence is authentic and accurate.
Witness signature:
Name: Date:
Contact telephone number:
Please tick () the appropriate box.
QUALIFIED AS AN ASSESSOR FOR WORKPLACE PERFORMANCE
FAMILIAR WITH THE SVQ STANDARDS TO WHICH THE CANDIDATE IS WORKING
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Example form 10 — Expert witness evidence record
SVQ title and level:
Candidate name:
Evidence index number:
Where applicable, evidence number to which this testimony relates:
Unit:
Element(s):
Date of evidence:
Expert witness name:
Relationship to candidate:
Details of testimony:
I can confirm the candidate’s evidence is authentic and accurate.
Expert witness signature:
Name: Date:
Contact telephone number:
Please tick () the appropriate box.
QUALIFIED AS AN ASSESSOR FOR WORKPLACE PERFORMANCE
RELEVANT PROFESSIONAL WORK ROLE THAT INVOLVES EVALUATING EVERYDAY STAFF PRACTICE
CURRENT EXPERTISE
FAMILIAR WITH THE SVQ STANDARDS TO WHICH THE CANDIDATE IS WORKING
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Example form 11 — Record of questions and candidate’s answers
SVQ title and level:
Candidate name:
Unit: Element(s):
Evidence index number:
Circumstances of assessment:
List of questions and candidate’s responses:
Q:
A:
Q:
A:
Assessor’s signature: Date:
Candidate’s signature: Date:
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Section 3: Logbook
Page number
Mandatory units 31
Unit 1: Manage your own resources 33
Unit 2: Develop productive working relationships with colleagues 45
Unit 3: Allocate and check work in your team 59
Unit 4: Ensure your own actions reduce risks to health and safety 73
Optional units 91
Unit 5: Provide leadership for your team 93
Unit 6: Encourage innovation in your team 105
Unit 7: Help team members address problems affecting their performance 119
Unit 8: Participate in meetings 133
Unit 9: Initiate and follow disciplinary procedure 147
Unit 10: Initiate and follow grievance procedure 161
Unit 11: Resolve customer service problems 173
Unit 12: Monitor and solve customer service problems 187
Unit 13: Support customer service improvements 201
Unit 14 Work with others to improve customer service 215
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Mandatory units
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Unit 1: Manage your own resources Unit code: A1
Unit credit: 7
Unit level: 6
Introduction
What this unit is about
This unit is mainly about making sure you have the personal resources (particularly knowledge, understanding, skills and time) to undertake your work role, and reviewing your performance against agreed objectives. It also covers identifying and undertaking where gaps have been identified.
Who is the unit for?
The unit is recommended for team leaders.
Links to other units
This unit is linked to unit A2: Manage your own resources and professional development in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in managing your own resources. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Setting objectives
Communicating
Planning
Time management
Evaluating
Reviewing
Learning
Obtaining feedback
Self-assessment
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 W
hy m
anag
ing
your
res
ourc
es (
part
icul
arly
kno
wle
dge,
und
erst
andi
ng,
skills
and
tim
e) is
impo
rtan
t.
2 H
ow t
o id
enti
fy t
he r
equi
rem
ents
of
a w
ork
role
.
3 H
ow t
o se
t w
ork
obje
ctiv
es w
hich
are
SM
ART (
Spec
ific
, M
easu
rabl
e, A
chie
vabl
e, R
ealist
ic a
nd
Tim
e-bo
und)
.
4 H
ow t
o m
easu
re p
rogr
ess
agai
nst
wor
k ob
ject
ives
.
5 H
ow t
o id
enti
fy d
evel
opm
ent
need
s to
add
ress
any
ide
ntif
ied
gaps
bet
wee
n th
e re
quir
emen
ts o
f yo
ur w
ork
role
and
you
r cu
rren
t kn
owle
dge,
und
erst
andi
ng a
nd s
kills.
6 W
hat
an e
ffec
tive
dev
elop
men
t pl
an s
houl
d co
ntai
n.
7 The
typ
e of
dev
elop
men
t ac
tivi
ties
tha
t ca
n be
und
erta
ken
to a
ddre
ss ide
ntif
ied
gaps
in
know
ledg
e, u
nder
stan
ding
and
ski
lls.
8 H
ow t
o id
enti
fy w
heth
er/h
ow d
evel
opm
ent
acti
viti
es h
ave
cont
ribu
ted
to y
our
perf
orm
ance
.
9 H
ow t
o ge
t an
d m
ake
effe
ctiv
e us
e of
fee
dbac
k on
you
r pe
rfor
man
ce.
10
How
to
upda
te w
ork
obje
ctiv
es a
nd d
evel
opm
ent
plan
s in
the
lig
ht o
f pe
rfor
man
ce,
feed
back
re
ceiv
ed,
any
deve
lopm
ent
acti
viti
es u
nder
take
n an
d an
y w
ider
cha
nges
.
11
How
to
reco
rd t
he u
se o
f yo
ur t
ime
and
iden
tify
pos
sibl
e im
prov
emen
ts.
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Ind
ust
ry/
sect
or
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or t
he d
evel
opm
ent
or m
aint
enan
ce o
f kn
owle
dge,
und
erst
andi
ng
and
skills
Co
nte
xt
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
agr
eed
requ
irem
ents
of
your
wor
k ro
le inc
ludi
ng t
he lim
its
of y
our
resp
onsi
biliti
es.
2 Yo
ur a
gree
d pe
rson
al w
ork
obje
ctiv
es.
3 The
rep
orti
ng lin
es in
your
org
anis
atio
n.
4 Yo
ur c
urre
nt k
now
ledg
e, u
nder
stan
ding
and
ski
lls.
5 Id
enti
fied
gap
s in
you
r cu
rren
t kn
owle
dge,
und
erst
andi
ng a
nd s
kills.
6 Yo
ur p
erso
nal de
velo
pmen
t pl
an.
7 Yo
ur o
rgan
isat
ion’
s po
licy
and
pro
cedu
res
in t
erm
s of
per
sona
l de
velo
pmen
t.
8 Ava
ilab
le d
evel
opm
ent
oppo
rtun
itie
s an
d re
sour
ces
in y
our
orga
nisa
tion
.
9 Po
ssib
le s
ourc
es o
f fe
edba
ck in
your
org
anis
atio
n.
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Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
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I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
____
__
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
38
Unit
1 (
A1):
Man
age
your
own r
esou
rces
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy a
nd a
gree
the
req
uire
men
ts o
f yo
ur w
ork
role
w
ith
thos
e yo
u re
port
to.
2 D
iscu
ss a
nd a
gree
per
sona
l w
ork
obje
ctiv
es w
ith
thos
e yo
u re
port
to
and
how
you
will m
easu
re
prog
ress
.
3 Id
enti
fy a
ny g
aps
betw
een
the
requ
irem
ents
of
your
w
ork
role
and
you
r cu
rren
t kn
owle
dge,
und
erst
andi
ng
and
skill
s.
4 D
iscu
ss a
nd a
gree
, w
ith
thos
e yo
u re
port
to,
a
deve
lopm
ent
plan
to
addr
ess
any
iden
tifi
ed g
aps
in
your
cur
rent
kno
wle
dge,
und
erst
andi
ng a
nd s
kills.
5 U
nder
take
the
act
ivit
ies
iden
tifi
ed in
your
de
velo
pmen
t pl
an a
nd d
iscu
ss,
wit
h th
ose
you
repo
rt
to,
how
the
y ha
ve c
ontr
ibut
ed t
o yo
ur p
erfo
rman
ce.
6 G
et r
egul
ar a
nd u
sefu
l fe
edba
ck o
n yo
ur p
erfo
rman
ce
from
tho
se w
ho a
re in
a go
od p
osit
ion
to j
udge
it
and
prov
ide
you
wit
h ob
ject
ive
and
valid
feed
back
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
39
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 D
iscu
ss a
nd a
gree
, w
ith
thos
e yo
u re
port
to,
any
cha
nges
to
you
r pe
rson
al w
ork
obje
ctiv
es a
nd d
evel
opm
ent
plan
in
the
lig
ht o
f pe
rfor
man
ce,
feed
back
rec
eive
d, a
ny
deve
lopm
ent
acti
viti
es u
nder
take
n an
d an
y w
ider
ch
ange
s.
8 Che
ck,
on a
reg
ular
bas
is,
how
you
are
usi
ng y
our
tim
e at
w
ork
and
iden
tify
pos
sibl
e im
prov
emen
ts.
9 En
sure
tha
t yo
ur p
erfo
rman
ce c
onsi
sten
tly
mee
ts o
r go
es
beyo
nd a
gree
d re
quir
emen
ts.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
40
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
41
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
42
Unit
1 (
A1):
M
anag
e yo
ur
own r
esou
rces
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u re
cogn
ise
chan
ges
in c
ircu
mst
ance
s pr
ompt
ly a
nd a
djus
t pl
ans
and
acti
viti
es
acco
rdin
gly.
2 Yo
u pr
iori
tise
obj
ecti
ves
and
plan
wor
k to
m
ake
best
use
of
tim
e an
d re
sour
ces.
3 Yo
u ta
ke p
erso
nal re
spon
sibi
lity
for
mak
ing
thin
gs h
appe
n.
4 Yo
u ta
ke p
ride
in
delive
ring
hig
h qu
alit
y w
ork.
5 Yo
u ag
ree
achi
evab
le o
bjec
tive
s fo
r yo
urse
lf
and
give
a c
onsi
sten
t an
d re
liab
le
perf
orm
ance
.
6 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
7 Yo
u m
ake
best
use
of
avai
labl
e re
sour
ces
and
seek
new
sou
rces
of
supp
ort
whe
n ne
cess
ary.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
43
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
44
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
45
Unit 2: Develop productive working relationships with colleagues
Unit code: D1
Unit credit: 9
Unit level: 6
Introduction
What this unit is about
This unit is about developing working relationships with colleagues, within your own organisation and within other organisations, that are productive in terms of supporting and delivering your work and that of the overall organisation.
‘Colleagues’ are any people you are expected to work with, whether they are at a similar position or in other positions, including your manager.
Who is the unit for?
The unit is recommended for team leaders and first line managers.
Links to other units
This unit is linked to all other units in the overall suite of National Occupational Standards for Management and Leadership where developing productive relationships with colleagues may be required.
Skills
Listed below are the main generic ‘skills’ that need to be applied in developing productive working relationships with colleagues. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Managing conflict
Empathising
Networking
Information management
Leading by example
Valuing and supporting others
Involving others
Providing feedback
Obtaining feedback
Stress management
Prioritising
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
46
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
ben
efit
s of
dev
elop
ing
prod
ucti
ve w
orki
ng r
elat
ions
hips
wit
h co
llea
gues
.
2 The
im
port
ance
of
crea
ting
an
envi
ronm
ent
of t
rust
and
mut
ual re
spec
t w
here
you
hav
e no
au
thor
ity,
or
shar
ed a
utho
rity
, ov
er t
hose
you
are
wor
king
wit
h.
3 The
im
port
ance
of
unde
rsta
ndin
g di
ffic
ult
situ
atio
ns a
nd iss
ues
from
you
r co
llea
gue’
s pe
rspe
ctiv
e an
d pr
ovid
ing
supp
ort,
whe
re n
eces
sary
, to
mov
e th
ings
for
war
d.
4 Pr
inci
ples
of
effe
ctiv
e co
mm
unic
atio
n an
d ho
w t
o ap
ply
them
in
orde
r to
com
mun
icat
e ef
fect
ivel
y w
ith
collea
gues
.
5 H
ow t
o id
enti
fy d
isag
reem
ents
wit
h co
llea
gues
and
the
tec
hniq
ues
for
sort
ing
them
out
.
6 H
ow t
o id
enti
fy c
onfl
icts
of
inte
rest
wit
h co
llea
gues
and
the
mea
sure
s th
at c
an b
e us
ed t
o m
anag
e or
rem
ove
them
.
7 H
ow t
o ta
ke a
ccou
nt o
f di
vers
ity
and
incl
usio
n is
sues
whe
n de
velo
ping
wor
king
rel
atio
nshi
ps w
ith
collea
gues
.
8 The
im
port
ance
of
exch
angi
ng inf
orm
atio
n an
d re
sour
ces
wit
h co
llea
gues
.
9 H
ow t
o ge
t an
d m
ake
use
of f
eedb
ack
on y
our
perf
orm
ance
fro
m c
olle
ague
s.
10
How
to
prov
ide
collea
gues
wit
h us
eful
fee
dbac
k on
the
ir p
erfo
rman
ce.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
47
Ind
ust
ry/
sect
or
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 Reg
ulat
ions
and
cod
es o
f pr
acti
ce t
hat
appl
y in
the
ind
ustr
y or
sec
tor.
2 St
anda
rds
of b
ehav
iour
and
per
form
ance
in
the
indu
stry
or
sect
or.
3 W
orki
ng c
ultu
re o
f th
e in
dust
ry o
r se
ctor
.
Co
nte
xt
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 Cur
rent
and
fut
ure
wor
k be
ing
carr
ied
out.
2 Col
leag
ues
who
are
rel
evan
t to
the
wor
k be
ing
carr
ied
out,
the
ir w
ork
role
s an
d re
spon
sibi
litie
s.
3 Pr
oces
ses
wit
hin
the
orga
nisa
tion
for
mak
ing
deci
sion
s.
4 Li
ne m
anag
emen
t re
spon
sibi
litie
s an
d re
lati
onsh
ips
wit
hin
the
orga
nisa
tion
.
5 The
org
anis
atio
n’s
valu
es a
nd c
ultu
re.
6 Po
wer
, in
flue
nce
and
politi
cs w
ithi
n th
e or
gani
sati
on.
7 St
anda
rds
of b
ehav
iour
and
per
form
ance
exp
ecte
d in
the
org
anis
atio
n.
8 In
form
atio
n an
d re
sour
ces
that
dif
fere
nt c
olle
ague
s m
ight
nee
d.
9 Agr
eem
ents
wit
h co
llea
gues
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
48
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
49
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
50
Unit
2 (
D1):
Dev
elop
pro
duct
ive
wor
king
rela
tion
ship
s w
ith c
olle
agues
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Es
tabl
ish
wor
king
rel
atio
nshi
ps w
ith
all co
llea
gues
w
ho a
re r
elev
ant
to t
he w
ork
bein
g ca
rrie
d ou
t.
2 Rec
ogni
se,
agre
e an
d re
spec
t th
e ro
les
and
resp
onsi
bilit
ies
of c
olle
ague
s an
d, p
arti
cula
rly
in
situ
atio
ns o
f m
atri
x m
anag
emen
t, t
heir
man
ager
s’
requ
irem
ents
.
3 U
nder
stan
d an
d ta
ke a
ccou
nt o
f th
e pr
iori
ties
, ex
pect
atio
ns a
nd a
utho
rity
of
collea
gues
in
deci
sion
s an
d ac
tion
s.
4 Cre
ate
an e
nvir
onm
ent
of t
rust
and
mut
ual re
spec
t w
here
you
hav
e no
aut
hori
ty,
or s
hare
d au
thor
ity,
ov
er t
hose
you
are
wor
king
wit
h.
5 U
nder
stan
d di
ffic
ult
situ
atio
ns a
nd iss
ues
from
you
r co
llea
gue’
s pe
rspe
ctiv
e an
d pr
ovid
e su
ppor
t, w
here
ne
cess
ary,
to
mov
e th
ings
for
war
d.
6 Fu
lfil a
gree
men
ts m
ade
wit
h co
llea
gues
and
let
the
m
know
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
51
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 Adv
ise
collea
gues
pro
mpt
ly o
f an
y di
ffic
ulti
es o
r w
here
it
will be
im
poss
ible
to
fulf
il a
gree
men
ts.
8 Id
enti
fy a
nd s
ort
out
conf
lict
s of
int
eres
t an
d di
sagr
eem
ents
wit
h co
llea
gues
in
way
s th
at m
inim
ise
dam
age
to w
ork
bein
g ca
rrie
d ou
t.
9 Ex
chan
ge inf
orm
atio
n an
d re
sour
ces
wit
h co
llea
gues
to
mak
e su
re t
hat
all pa
rtie
s ca
n w
ork
effe
ctiv
ely.
10
Prov
ide
feed
back
to
collea
gues
on
thei
r pe
rfor
man
ce
and
seek
fee
dbac
k fr
om c
olle
ague
s on
you
r ow
n pe
rfor
man
ce in
orde
r to
ide
ntif
y ar
eas
for
impr
ovem
ent.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
52
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E
ASS
ESSM
ENT
ST
RA
TEG
Y
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
53
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
54
Unit
2 (
D1):
Dev
elop
pro
duct
ive
wor
king
rela
tion
ship
s w
ith c
olle
agues
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
2 Yo
u se
ek t
o un
ders
tand
peo
ple’
s ne
eds
and
mot
ivat
ions
.
3 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
4 Yo
u cl
earl
y ag
ree
wha
t is
exp
ecte
d of
oth
ers
and
hold
the
m t
o ac
coun
t.
5 Yo
u w
ork
to d
evel
op a
n at
mos
pher
e of
pr
ofes
sion
alis
m a
nd m
utua
l su
ppor
t.
6 Yo
u m
odel
beh
avio
ur t
hat
show
s re
spec
t,
help
fuln
ess
and
co-o
pera
tion
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
55
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
7 Yo
u ke
ep p
rom
ises
and
hon
our
com
mit
men
ts.
8 Yo
u co
nsid
er t
he im
pact
of
your
ow
n ac
tion
s on
oth
ers.
9 Yo
u sa
y no
to
unre
ason
able
req
uest
s.
10
You
show
res
pect
for
the
vie
ws
and
acti
ons
of o
ther
s.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
56
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E
ASS
ESSM
ENT
ST
RA
TEG
Y
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
57
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
58
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
59
Unit 3: Allocate and check work in your team
Unit code: D5
Unit credit: 12
Unit level: 5
Introduction
What this unit is about
This unit is about ensuring that the work required of your team is effectively and fairly allocated amongst team members. It also involves checking on the progress and quality of the work of team members to ensure that the required level or standard or performance is being met.
Who is the unit for?
The unit is recommended for team leaders.
Links to other units
This unit is linked to units B5: Provide leadership for your team, D1: Develop productive working relationships with colleagues, D6: Allocate and monitor the progress and quality of work in your area of responsibility, D7: Provide learning opportunities for colleagues and D8: Help team members address problems affecting their performance in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in allocating and checking work in your team. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating Providing feedback Planning Reviewing Motivating Valuing and supporting others Problem-solving Monitoring Decision-making Prioritising Team-building Managing conflict Information management Leadership Coaching Delegating Setting objectives Stress management
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 D
iffe
rent
way
s of
com
mun
icat
ing
effe
ctiv
ely
wit
h m
embe
rs o
f a
team
.
2 The
im
port
ance
of
conf
irm
ing/
clar
ifyi
ng t
he w
ork
requ
ired
of
the
team
wit
h yo
ur m
anag
er a
nd
how
to
do t
his
effe
ctiv
ely.
3 H
ow t
o pl
an t
he w
ork
of a
tea
m,
incl
udin
g ho
w t
o id
enti
fy a
ny p
rior
itie
s or
cri
tica
l ac
tivi
ties
and
th
e av
aila
ble
reso
urce
s.
4 H
ow t
o id
enti
fy s
usta
inab
le r
esou
rces
and
ens
ure
thei
r ef
fect
ive
use
whe
n pl
anni
ng t
he w
ork
of a
te
am.
5 H
ow t
o id
enti
fy a
nd t
ake
due
acco
unt
of h
ealt
h an
d sa
fety
iss
ues
in t
he p
lann
ing,
alloc
atio
n an
d ch
ecki
ng o
f w
ork.
6 W
hy it
is im
port
ant
to a
lloc
ate
wor
k ac
ross
the
tea
m o
n a
fair
bas
is a
nd h
ow t
o do
so.
7 W
hy it
is im
port
ant
to b
rief
tea
m m
embe
rs o
n th
e w
ork
they
hav
e be
en a
lloc
ated
and
the
sta
ndar
d or
lev
el o
f ex
pect
ed p
erfo
rman
ce a
nd h
ow t
o do
so.
8 The
val
ues,
eth
ics,
bel
iefs
, fa
ith,
cul
tura
l co
nven
tion
s, p
erce
ptio
ns a
nd e
xpec
tati
ons
of a
ny t
eam
m
embe
rs f
rom
a d
iffe
rent
cou
ntry
or
cult
ure
and
how
you
r ow
n va
lues
, et
hics
, be
lief
s, f
aith
, cu
ltur
al c
onve
ntio
ns,
perc
epti
ons,
exp
ecta
tion
s, u
se o
f la
ngua
ge,
tone
of
voic
e an
d bo
dy lan
guag
e m
ay a
ppea
r to
the
m.
9 W
ays
of e
ncou
ragi
ng t
eam
mem
bers
to
ask
ques
tion
s an
d/or
see
k cl
arif
icat
ion
and
mak
e su
gges
tion
s in
rel
atio
n to
the
wor
k w
hich
the
y ha
ve b
een
allo
cate
d.
10
Effe
ctiv
e w
ays
of r
egul
arly
and
fai
rly
chec
king
the
pro
gres
s an
d qu
alit
y of
the
wor
k of
tea
m
mem
bers
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
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ited
201
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Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
11
How
to
prov
ide
prom
pt a
nd c
onst
ruct
ive
feed
back
to
team
mem
bers
.
12
How
to
sele
ct a
nd a
pply
a lim
ited
ran
ge o
f di
ffer
ent
met
hods
for
mot
ivat
ing,
sup
port
ing
and
enco
urag
ing
team
mem
bers
to
com
plet
e th
e w
ork
they
hav
e be
en a
lloc
ated
and
im
prov
e th
eir
perf
orm
ance
, an
d fo
r re
cogn
isin
g th
eir
achi
evem
ents
.
13
The
add
itio
nal su
ppor
t an
d/or
res
ourc
es w
hich
tea
m m
embe
rs m
ight
req
uire
to
help
the
m
com
plet
e th
eir
wor
k an
d ho
w t
o as
sist
in
prov
idin
g th
is.
Ind
ust
ry/
sect
or
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 In
dust
ry/s
ecto
r sp
ecif
ic leg
isla
tion
, re
gula
tion
s, g
uide
line
s, c
odes
of
prac
tice
rel
atin
g to
car
ryin
g ou
t w
ork.
2 In
dust
ry/s
ecto
r re
quir
emen
ts f
or t
he d
evel
opm
ent
or m
aint
enan
ce o
f kn
owle
dge,
und
erst
andi
ng
and
skill
s.
Co
nte
xt
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
mem
bers
, pu
rpos
e an
d ob
ject
ives
of
your
tea
m.
2 The
wor
k re
quir
ed o
f yo
ur t
eam
.
3 The
ava
ilab
le r
esou
rces
for
und
erta
king
the
req
uire
d w
ork.
4 Th
e or
gani
sation
’s w
ritt
en h
ealt
h an
d sa
fety
pol
icy
stat
emen
t an
d as
soci
ated
info
rmat
ion
and
requ
irem
ents
.
5 Yo
ur t
eam
’s p
lan
for
unde
rtak
ing
the
requ
ired
wor
k.
6 The
ski
lls,
kno
wle
dge
and
unde
rsta
ndin
g, e
xper
ienc
e an
d w
orkl
oads
of
team
mem
bers
.
7 Yo
ur o
rgan
isat
ion’
s po
licy
and
pro
cedu
res
in t
erm
s of
per
sona
l de
velo
pmen
t.
8 Rep
orti
ng lin
es in
the
orga
nisa
tion
and
the
lim
its
of y
our
auth
orit
y.
9 O
rgan
isat
iona
l st
anda
rds
or lev
els
of e
xpec
ted
perf
orm
ance
.
10
Org
anis
atio
nal po
lici
es a
nd p
roce
dure
s fo
r de
alin
g w
ith
poor
per
form
ance
.
11
Org
anis
atio
nal gr
ieva
nce
and
disc
iplina
ry p
olic
ies
and
proc
edur
es.
12
Org
anis
atio
nal pe
rfor
man
ce a
ppra
isal
sys
tem
s.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
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62
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
63
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
64
Unit
3 (
D5):
Alloc
ate
and c
hec
k w
ork
in y
our
team
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Con
firm
the
wor
k re
quir
ed o
f th
e te
am w
ith
your
m
anag
er a
nd s
eek
clar
ific
atio
n, w
here
nec
essa
ry,
on a
ny
outs
tand
ing
poin
ts a
nd iss
ues.
2 Pl
an h
ow t
he t
eam
will
unde
rtak
e it
s w
ork,
ide
ntif
ying
an
y pr
iori
ties
or
crit
ical
act
ivit
ies
and
mak
ing
best
use
of
the
avai
labl
e re
sour
ces.
3 Alloc
ate
wor
k to
tea
m m
embe
rs o
n a
fair
bas
is t
akin
g ac
coun
t of
the
ir s
kills,
kno
wle
dge
and
unde
rsta
ndin
g,
expe
rien
ce a
nd w
orkl
oads
and
the
opp
ortu
nity
for
de
velo
pmen
t.
4 Br
ief
team
mem
bers
on
the
wor
k th
ey h
ave
been
al
loca
ted
and
the
stan
dard
or
leve
l of
exp
ecte
d pe
rfor
man
ce.
5 Rec
ogni
se a
nd s
eek
to f
ind
out
abou
t di
ffer
ence
s in
ex
pect
atio
ns a
nd w
orki
ng m
etho
ds o
f an
y te
am m
embe
rs
from
a d
iffe
rent
cou
ntry
or
cult
ure
and
prom
ote
way
s of
w
orki
ng t
hat
take
acc
ount
of
thei
r ex
pect
atio
ns a
nd
max
imis
e pr
oduc
tivi
ty.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
65
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 En
cour
age
team
mem
bers
to
ask
ques
tion
s, m
ake
sugg
esti
ons
and
seek
cla
rifi
cati
on in
rela
tion
to
the
wor
k th
ey h
ave
been
alloc
ated
.
7 Che
ck t
he p
rogr
ess
and
qual
ity
of t
he w
ork
of t
eam
m
embe
rs o
n a
regu
lar
and
fair
bas
is a
gain
st t
he
stan
dard
or
leve
l of
exp
ecte
d pe
rfor
man
ce a
nd p
rovi
de
prom
pt a
nd c
onst
ruct
ive
feed
back
.
8 Su
ppor
t te
am m
embe
rs in
iden
tify
ing
and
deal
ing
wit
h pr
oble
ms
and
unfo
rese
en e
vent
s.
9 M
otiv
ate
team
mem
bers
to
com
plet
e th
e w
ork
they
ha
ve b
een
allo
cate
d an
d pr
ovid
e, w
here
req
uest
ed a
nd
whe
re p
ossi
ble,
any
add
itio
nal su
ppor
t an
d/or
re
sour
ces
to h
elp
com
plet
ion.
10
Mon
itor
the
tea
m f
or c
onfl
ict,
ide
ntif
ying
the
cau
se(s
) w
hen
it o
ccur
s an
d de
alin
g w
ith
it p
rom
ptly
and
ef
fect
ivel
y.
11
Iden
tify
una
ccep
tabl
e or
poo
r pe
rfor
man
ce,
disc
uss
the
caus
e(s)
and
agr
ee w
ays
of im
prov
ing
perf
orm
ance
wit
h te
am m
embe
rs.
12
Rec
ogni
se s
ucce
ssfu
l co
mpl
etio
n of
sig
nifi
cant
pie
ces
of
wor
k or
wor
k ac
tivi
ties
by
team
mem
bers
and
the
ov
eral
l te
am a
nd a
dvis
e yo
ur m
anag
er.
13
Use
inf
orm
atio
n co
llec
ted
on t
he p
erfo
rman
ce o
f te
am
mem
bers
in
any
form
al a
ppra
isal
of
perf
orm
ance
.
SVO
2985
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Can
dida
te L
ogbo
ok —
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Tea
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— J
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© P
ears
on E
duca
tion
Lim
ited
201
2
66
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
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Can
dida
te L
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m L
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Leve
l 5
—
Issu
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— J
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012
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ears
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ited
201
2
67
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
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Can
dida
te L
ogbo
ok —
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Unit
3 (
D5):
Alloc
ate
and c
hec
k w
ork
in y
our
team
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
2 Yo
u cl
earl
y ag
ree
wha
t is
exp
ecte
d of
oth
ers
and
hold
the
m t
o ac
coun
t.
3 Yo
u pr
iori
tise
obj
ecti
ves
and
plan
wor
k to
m
ake
best
use
of
tim
e an
d re
sour
ces.
4 Yo
u st
ate
your
ow
n po
siti
on a
nd v
iew
s cl
earl
y an
d co
nfid
entl
y in
con
flic
t si
tuat
ions
.
5 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
dec
isio
n-m
akin
g.
6 Yo
u se
ek t
o un
ders
tand
peo
ple’
s ne
eds
and
mot
ivat
ions
.
7 Yo
u ta
ke p
ride
in
delive
ring
hig
h qu
alit
y w
ork.
8 Yo
u ta
ke p
erso
nal re
spon
sibi
lity
for
mak
ing
thin
gs h
appe
n.
SVO
2985
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dida
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—
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e 1
— J
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ry 2
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on E
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tion
Lim
ited
201
2
69
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
9 Yo
u en
cour
age
and
supp
ort
othe
rs t
o m
ake
the
best
use
of
thei
r ab
ilit
ies.
10
You
are
vigi
lant
for
pos
sibl
e ri
sks
and
haza
rds.
SVO
2985
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Can
dida
te L
ogbo
ok —
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Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
70
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
71
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
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SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
73
Unit 4: Ensure your own actions reduce risks to health and safety
Unit code: E5
Unit credit: 4
Unit level: 5
Introduction
This unit is for people with a role which involves:
reviewing the workplace, activities and organisation to identify and evaluate the health and safety hazards to employees, other people who may be affected, and physical resources
assessing the nature and extent of the hazards of the workplace, activities and organisation to determine the health and safety risks to employees, other people who may be affected, and physical resources
determining relevant risk control measures and safe systems of work prioritising risks
prioritising risks
implementing risk control measures
making sure that the risk control measures meet health and safety statutory requirements and industry best practice
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
74
What some of the words in this unit mean
Control(s) The means by which the risks identified are eliminated or reduced to acceptable levels.
Employer Wherever/whoever has responsibility for the workplace/work activity.
Hazard*
A hazard is something with the potential to cause harm (this can include articles, substances, plant or machines, methods of work, the working environment and other aspects of work management).
* Definition taken from: HSE ‘Management of health and safety at work – Approved Code of Practice & Guidance’. Reference L21 (ISBN 0-7176-2488-9)
Learner
Any person in a workplace environment and undertaking learning, including those following a vocational or academic course.
Legislation
The Health and Safety at Work Act 1974 is the main piece of legislation under which nearly all the other regulations are made. It is for this reason that only this piece of legislation is specifically referred to in this Unit.
There is an array of health and safety regulations and codes of practice which affect people at work. There are regulations for those who, for example, work with electricity, or work on construction projects, as well as regulations covering noise at work, manual handling, working with VDUs, or dealing with substances hazardous to health, etc. The specific requirements for all or any of these can be obtained from HSE local offices.
Other people Refers to everyone covered by the Health and Safety at Work Act including: visitors, members of the public, colleagues, contractors, clients, customers, patients and students.
Personal presentation This includes personal hygiene, use of personal protective equipment, clothing and accessories suitable to the particular workplace.
Physical resources Property, equipment, plant and machinery, etc.
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
75
Risk* A risk is the likelihood of potential harm from that hazard being realised.
The extent of the risk depends on:
a. the likelihood of that harm occurring;
b. the potential severity of that harm, i.e. of any resultant injury or adverse health effect; and
c. the population which might be affected by the hazard, i.e. the number of people who might be exposed.
* Definition taken from: HSE ‘Management of health and safety at work – Approved Code of Practice & Guidance’. Reference L21 (ISBN 0-7176-2488-9)
Resources This includes: information, documentation, time, control measures, equipment and support (including specialist assistance).
Manager/Supervisor One who controls and or directs the work of others.
Workplace The single or multiple areas in which you carry out your work
Workplace Instructions/Policies & Procedures
An organisation’s instructions, method statements, safe systems of work, guidelines and processes on how to behave and perform tasks in the workplace.
Policies A statement which directs the present and future decisions of an organisation.
It is intended to influence and determine decisions, actions, and other matters.
Typically, a policy designates a required process or procedure within an organisation.
They are often initiated because of some external requirement.
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
76
Procedures A series of steps following in a regular definite order that implements a policy.
A series of steps or instructions, describing a way of doing things.
A series of steps to be performed in a regular definite order under specified conditions.
Documented processes that are used when work affects more than one function or department of an organisation.
A series of clearly defined steps (and decisions) that explains or describes how one goes about completing a task.
This includes the documentation prepared by the employer about the procedures to be followed for health, safety and welfare matters.
This may be the employer’s safety policy, general health and safety statements and written safety procedures covering aspects of the workplace that should be drawn to the attention of employees and that of everyone covered by the Health and Safety at Work etc. Act 1974 (visitors, members of the public, colleagues, contractors, clients, customers, patients, students).
Instructions covering, for example:
a. the use of safe working methods and equipment
b. the safe use of hazardous substances
c. smoking, eating, drinking and drugs
d. what to do in the event of an emergency
e. personal presentation.
SVO
2985
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dida
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ited
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77
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Th
e n
atu
re a
nd
ro
le o
f th
e i
den
tifi
cati
on
of
healt
h a
nd
safe
ty
haza
rds
wit
hin
th
e
org
an
isati
on
1 H
ealt
h an
d sa
fety
haz
ards
.
2 Ris
k as
sess
men
t te
chni
ques
.
3 Ph
ysic
al r
esou
rces
.
4 In
stru
men
ts a
nd s
urve
y te
chni
ques
whi
ch m
ay b
e us
ed t
o de
term
ine
the
expo
sure
of
peop
le w
ho
may
be
affe
cted
.
Pri
nci
ple
s an
d c
on
cep
ts
1 The
ana
lysi
s te
chni
ques
sui
tabl
e fo
r de
term
inin
g ri
sks.
Exte
rnal
fact
ors
in
flu
en
cin
g t
he i
den
tifi
cati
on
of
healt
h a
nd
safe
ty h
aza
rds
1 H
ealt
h an
d sa
fety
sta
tuto
ry r
equi
rem
ents
.
2 Tol
erab
ilit
y/ac
cept
abilit
y of
ris
k.
3 Q
uality
man
agem
ent
requ
irem
ents
for
doc
umen
tati
on.
Th
e n
atu
re
an
d r
ole
of
healt
h a
nd
safe
ty r
isk c
on
tro
l m
easu
res
wit
hin
th
e
org
an
isati
on
1 Ris
k co
ntro
l m
easu
res,
inc
ludi
ng s
afe
syst
ems
of w
ork.
Exte
rnal
fact
ors
in
flu
en
cin
g h
ealt
h a
nd
safe
ty r
isk c
on
tro
l m
eth
od
s
1 Ris
k co
ntro
l hi
erar
chie
s.
2 The
ris
k co
ntro
l m
easu
res
requ
ired
by
heal
th a
nd s
afet
y le
gisl
atio
n an
d in
dust
ry b
est
prac
tice
.
SVO
2985
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Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
78
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
79
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
80
Elem
ent
1:
Iden
tify
and e
valu
ate
haz
ards
to h
ealt
h a
nd s
afet
y
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 In
spec
t th
e w
orkp
lace
to
iden
tify
and
eva
luat
e th
e ha
zard
s to
the
saf
ety
of t
he e
mpl
oyee
s, o
ther
peo
ple
who
may
be
affe
cted
, an
d ph
ysic
al r
esou
rces
.
2 O
bser
ve w
ork
acti
viti
es t
o id
enti
fy a
nd e
valu
ate
the
haza
rds
to t
he s
afet
y of
the
em
ploy
ees,
oth
er p
eopl
e w
ho m
ay b
e af
fect
ed,
and
phys
ical
res
ourc
es.
3 Ex
amin
e pr
opos
ed a
nd n
ew w
orkp
lace
s, e
quip
men
t,
proc
esse
s or
act
ivit
ies
in o
rder
to
iden
tify
and
eva
luat
e th
e ha
zard
s to
the
saf
ety
of t
he e
mpl
oyee
s, o
ther
pe
ople
who
may
be
affe
cted
and
phy
sica
l re
sour
ces.
4 In
spec
t th
e w
orkp
lace
to
iden
tify
and
eva
luat
e th
e ha
zard
s to
the
hea
lth
of t
he e
mpl
oyee
s an
d ot
her
peop
le
who
may
be
affe
cted
.
5 O
bser
ve w
ork
acti
viti
es t
o id
enti
fy a
nd e
valu
ate
the
haza
rds
to t
he h
ealt
h of
the
em
ploy
ees
and
othe
r pe
ople
w
ho m
ay b
e af
fect
ed.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
81
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
6 Ex
amin
e pr
opos
ed a
nd n
ew w
orkp
lace
s, e
quip
men
t,
proc
esse
s an
d ac
tivi
ties
in
orde
r to
ide
ntif
y an
d ev
alua
te t
he h
azar
ds t
o th
e he
alth
of
the
empl
oyee
s an
d ot
her
peop
le w
ho m
ay b
e af
fect
ed.
7 Se
lect
and
use
app
ropr
iate
mea
suri
ng e
quip
men
t.
8 Ke
ep a
ppro
pria
te r
ecor
ds o
f th
e ha
zard
s.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
82
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
83
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
84
Elem
ent
2:
Det
erm
ine
safe
ty a
nd h
ealt
h r
isks
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 D
eter
min
e ri
sks
to s
afet
y in
the
wor
kpla
ce t
o em
ploy
ees,
ot
her
peop
le w
ho m
ay b
e af
fect
ed,
and
phys
ical
re
sour
ces.
2 D
eter
min
e ri
sks
to h
ealt
h in
the
wor
kpla
ce t
o em
ploy
ees
and
othe
r pe
ople
who
may
be
affe
cted
, ta
king
int
o ac
coun
t ex
isti
ng c
ontr
ol m
easu
res,
the
pop
ulat
ion
at
risk
, th
e na
ture
of
the
harm
and
the
lik
elih
ood
of t
he
occu
rren
ce.
3 Se
lect
and
use
sui
tabl
e te
chni
ques
to
dete
rmin
e an
d an
alys
e ri
sks.
4 D
ecid
e th
e to
lera
bility
and
/or
acce
ptab
ilit
y of
ris
k.
5 Se
lect
and
use
app
ropr
iate
ins
trum
ents
and
sur
vey
tech
niqu
es t
o de
term
ine
the
expo
sure
of
empl
oyee
s an
d ot
her
peop
le w
ho m
ay b
e af
fect
ed.
6 Ke
ep a
ppro
pria
te r
ecor
ds o
f th
e ri
sks.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
85
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
86
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
87
Elem
ent
3:
Det
erm
ine
and im
ple
men
t ri
sk c
ontr
ol m
easu
res
and s
afe
syst
ems
of w
ork
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy a
nd e
valu
ate
the
exis
ting
ris
k co
ntro
l m
easu
res
and
curr
ent
syst
ems
of w
ork
in y
our
orga
nisa
tion
.
2 Rec
ogni
se y
our
own
lim
its
and,
whe
re n
eces
sary
, br
ing
in s
peci
alis
t or
oth
er a
ssis
tanc
e.
3 Id
enti
fy a
ny a
ddit
iona
l or
im
prov
ed r
isk
cont
rol
mea
sure
s th
at m
ay b
e ne
eded
in
your
org
anis
atio
n.
4 Id
enti
fy a
nd t
ake
into
con
side
rati
on t
he r
isk
cont
rol
mea
sure
s re
quir
ed b
y he
alth
and
saf
ety
stat
utor
y re
quir
emen
ts r
elev
ant
to y
our
orga
nisa
tion
and
in
dust
ry b
est
prac
tice
.
5 In
volv
e m
anag
ers,
em
ploy
ee r
epre
sent
ativ
es a
nd/o
r em
ploy
ees
in c
onsu
ltat
ion
abou
t th
e ri
sk c
ontr
ols.
6 Id
enti
fy t
he r
esou
rces
nee
ded,
and
cos
t- e
ffec
tive
ness
, of
the
ris
k co
ntro
l m
easu
res
need
ed.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
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ited
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Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 Ass
ist
in t
he im
plem
enta
tion
of
risk
con
trol
mea
sure
s in
you
r or
gani
sati
on.
8 M
ake
sure
tha
t al
l th
ose
peop
le a
ffec
ted
rece
ive
the
nece
ssar
y tr
aini
ng t
o ga
in t
he c
ompe
tenc
e re
quir
ed
for
the
impl
emen
tati
on o
f ri
sk c
ontr
ol m
easu
res.
9 Ke
ep a
ppro
pria
te r
ecor
ds o
f ri
sk c
ontr
ol m
easu
res.
SVO
2985
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Can
dida
te L
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ok —
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2 in
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m L
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t SC
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Leve
l 5
—
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e 1
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ears
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duca
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ited
201
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89
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
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2 in
Tea
m L
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t SC
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Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
90
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
91
Optional units
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
92
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
93
Unit 5: Provide leadership for your team Unit code: B5
Unit credit: 9
Unit level: 7
Introduction
What this unit is about
This unit is about providing direction to the members of your team and motivating and supporting them to achieve the objectives of the team and their personal work objectives.
Who is the unit for?
The unit is recommended for team leaders.
Links to other units
This unit is linked to units B6: Provide leadership in your area of responsibility, C1: Encourage innovation in your team, D1: Develop productive working relationships with colleagues, D5: Allocate and check work in your team and D9: Build and manage teams in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in providing leadership for your team. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Planning
Team-building
Leading by example
Providing feedback
Setting objectives
Motivating
Consulting
Problem-solving
Valuing and supporting others
Monitoring
Managing conflict
Decision-making
Following
SVO
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 D
iffe
rent
way
s of
com
mun
icat
ing
effe
ctiv
ely
wit
h m
embe
rs o
f a
team
.
2 H
ow t
o se
t ob
ject
ives
whi
ch a
re S
MART (
Spec
ific
, M
easu
rabl
e, A
chie
vabl
e, R
ealist
ic a
nd
Tim
e-bo
und)
.
3 H
ow t
o pl
an t
he a
chie
vem
ent
of t
eam
obj
ecti
ves
and
the
impo
rtan
ce o
f in
volv
ing
team
mem
bers
in
thi
s pr
oces
s.
4 The
im
port
ance
of
and
bein
g ab
le t
o sh
ow t
eam
mem
bers
how
per
sona
l w
ork
obje
ctiv
es c
ontr
ibut
e to
ach
ieve
men
t of
tea
m o
bjec
tive
s.
5 Tha
t di
ffer
ent
styl
es o
f le
ader
ship
exi
st.
6 H
ow t
o se
lect
and
suc
cess
fully
appl
y a
lim
ited
ran
ge o
f di
ffer
ent
met
hods
for
mot
ivat
ing,
su
ppor
ting
and
enc
oura
ging
tea
m m
embe
rs a
nd r
ecog
nisi
ng t
heir
ach
ieve
men
ts.
7 Typ
es o
f di
ffic
ulti
es a
nd c
hallen
ges
that
may
ari
se,
incl
udin
g co
nflict
, di
vers
ity
and
incl
usio
n is
sues
wit
hin
the
team
, an
d w
ays
of ide
ntif
ying
and
ove
rcom
ing
them
.
8 The
im
port
ance
of
enco
urag
ing
othe
rs t
o ta
ke t
he lea
d an
d w
ays
in w
hich
thi
s ca
n be
ach
ieve
d.
9 The
ben
efit
s of
and
how
to
enco
urag
e an
d re
cogn
ise
crea
tivi
ty a
nd inn
ovat
ion
wit
hin
a te
am.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
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Ind
ust
ry/
sect
or
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 Le
gal,
reg
ulat
ory
and
ethi
cal re
quir
emen
ts in
the
indu
stry
/sec
tor.
Co
nte
xt
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
mem
bers
, pu
rpos
e, o
bjec
tive
s an
d pl
ans
of y
our
team
.
2 The
per
sona
l w
ork
obje
ctiv
es o
f m
embe
rs o
f yo
ur t
eam
.
3 The
typ
es o
f su
ppor
t an
d ad
vice
tha
t te
am m
embe
rs a
re lik
ely
to n
eed
and
how
to
resp
ond
to
thes
e.
4 St
anda
rds
of p
erfo
rman
ce f
or t
he w
ork
of y
our
team
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
96
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
97
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
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anua
ry 2
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Unit
5 (
B5):
Pro
vide
lead
ersh
ip f
or y
our
team
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Se
t ou
t an
d po
siti
vely
com
mun
icat
e th
e pu
rpos
e an
d ob
ject
ives
of
the
team
to
all m
embe
rs.
2 In
volv
e m
embe
rs in
plan
ning
how
the
tea
m w
ill
achi
eve
its
obje
ctiv
es.
3 En
sure
tha
t ea
ch m
embe
r of
the
tea
m h
as p
erso
nal
wor
k ob
ject
ives
and
und
erst
ands
how
ach
ievi
ng t
hese
w
ill co
ntri
bute
to
achi
evem
ent
of t
he t
eam
’s
obje
ctiv
es.
4 En
cour
age
and
supp
ort
team
mem
bers
to
achi
eve
thei
r pe
rson
al w
ork
obje
ctiv
es a
nd t
hose
of
the
team
an
d pr
ovid
e re
cogn
itio
n w
hen
obje
ctiv
es h
ave
been
ac
hiev
ed.
5 W
in,
thro
ugh
your
per
form
ance
, th
e tr
ust
and
supp
ort
of t
he t
eam
for
you
r le
ader
ship
.
6 St
eer
the
team
suc
cess
fully
thro
ugh
diff
icul
ties
and
ch
alle
nges
, in
clud
ing
conf
lict
, di
vers
ity
and
incl
usio
n is
sues
wit
hin
the
team
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
99
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 En
cour
age
and
reco
gnis
e cr
eati
vity
and
inn
ovat
ion
wit
hin
the
team
.
8 G
ive
team
mem
bers
sup
port
and
adv
ice
whe
n th
ey
need
it
espe
cial
ly d
urin
g pe
riod
s of
set
back
and
ch
ange
.
9 M
otiv
ate
team
mem
bers
to
pres
ent
thei
r ow
n id
eas
and
list
en t
o w
hat
they
say
.
10
Enco
urag
e te
am m
embe
rs t
o ta
ke t
he lea
d w
hen
they
hav
e th
e kn
owle
dge
and
expe
rtis
e an
d sh
ow
willing
ness
to
follow
thi
s le
ad.
11
Mon
itor
act
ivit
ies
and
prog
ress
acr
oss
the
team
w
itho
ut int
erfe
ring
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
100
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
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ited
201
2
101
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
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ited
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102
Unit
5 (
B5):
Pro
vide
lead
ersh
ip f
or y
our
team
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u cr
eate
a s
ense
of
com
mon
pur
pose
.
2 Yo
u ta
ke p
erso
nal re
spon
sibi
lity
for
mak
ing
thin
gs h
appe
n.
3 Yo
u en
cour
age
and
supp
ort
othe
rs t
o ta
ke
deci
sion
s au
tono
mou
sly.
4 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
5 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
6 Yo
u sh
ow int
egri
ty,
fair
ness
and
co
nsis
tenc
y in
dec
isio
n-m
akin
g.
7 Yo
u se
ek t
o un
ders
tand
peo
ple’
s ne
eds
and
mot
ivat
ions
.
8 Yo
u m
odel
beh
avio
ur t
hat
show
s re
spec
t,
help
fuln
ess
and
co-o
pera
tion
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
103
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
104
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
105
Unit 6: Encourage innovation in your team
Unit code: C1
Unit credit: 11
Unit level: 6
Introduction
What this unit is about
This unit is about encouraging and supporting the identification and practical implementation of ideas. The initial ideas will primarily come from members of your team, including yourself, and will focus on:
new products and/or services
improvements to existing products and/or services
improvements to existing practices, procedures, systems, ways of working, etc. within the team or those of the wider organisation or customers or suppliers.
Who is the unit for?
The unit is recommended for team leaders.
Links to other units
This unit is linked to units B5: Provide leadership for your team and C2: Encourage innovation in your area of responsibility in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in encouraging innovation in your team. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Leadership
Team-building
Problem-solving
Motivating
Monitoring
Decision-making
Providing feedback
Learning
Valuing and supporting others
Risk management
Thinking creatively
SVO
2985
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
ben
efit
s of
inn
ovat
ion
to y
our
team
, th
e ov
eral
l or
gani
sati
on a
nd its
cus
tom
ers.
2 The
key
dif
fere
nces
bet
wee
n cr
eati
vity
and
inn
ovat
ion.
3 H
ow t
o m
ake
tim
e av
aila
ble
for
iden
tify
ing
and
deve
lopi
ng ide
as.
4 H
ow t
o m
otiv
ate
peop
le t
o ge
nera
te a
nd d
evel
op ide
as.
5 H
ow t
o pr
ovid
e co
nstr
ucti
ve f
eedb
ack
on ide
as t
o in
divi
dual
s.
6 The
im
port
ance
of
com
mun
icat
ion
in inn
ovat
ion
and
how
to
enco
urag
e co
mm
unic
atio
n ac
ross
you
r te
am.
7 The
pot
enti
al o
bsta
cles
to
crea
tivi
ty a
nd w
heth
er/h
ow t
hey
can
be r
emov
ed.
8 The
rea
sons
for
sel
ecti
ng ini
tial
ide
as f
or f
urth
er d
evel
opm
ent.
9 H
ow ini
tial
ide
as m
ight
be
furt
her
deve
lope
d an
d te
sted
.
10
How
to
reco
gnis
e an
d m
anag
e ri
sk in
inno
vati
on.
11
How
to
deve
lop
form
al p
ropo
sals
and
pla
ns f
or t
he p
ract
ical
im
plem
enta
tion
of
an ide
a an
d ho
w t
o su
ppor
t ot
hers
in
doin
g th
is.
12
How
to
deve
lop
crea
tivi
ty in
your
self
and
oth
ers.
SVO
2985
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Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
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—
Issu
e 1
— J
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ry 2
012
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ited
201
2
107
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
13
The
res
ourc
es r
equi
red
for
crea
tivi
ty a
nd inn
ovat
ion,
par
ticu
larl
y ti
me.
14
How
to
iden
tify
sus
tain
able
res
ourc
es a
nd e
nsur
e th
eir
effe
ctiv
e us
e to
sup
port
cre
ativ
ity
and
inno
vati
on.
15
How
to
lear
n fr
om m
ista
kes.
16
How
to
reco
gnis
e th
e ac
hiev
emen
ts o
f th
e or
igin
ator
s/de
velo
pers
of
idea
s th
at h
ave
been
su
cces
sful
ly im
plem
ente
d.
Ind
ust
ry/
sect
or
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 Se
ctor
-spe
cifi
c le
gisl
atio
n, r
egul
atio
ns,
guid
elin
es a
nd c
odes
of
prac
tice
rel
atin
g to
equ
alit
y,
dive
rsit
y an
d in
clus
ion.
2 Eq
uality
, di
vers
ity
and
incl
usio
n is
sues
and
dev
elop
men
ts t
hat
are
part
icul
ar t
o th
e in
dust
ry o
r se
ctor
.
3
Info
rmat
ion
sour
ces
on e
qual
ity,
div
ersi
ty a
nd inc
lusi
on in
the
indu
stry
or
sect
or inc
ludi
ng t
hose
at
an int
erna
tion
al lev
el.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
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on E
duca
tion
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ited
201
2
108
Co
nte
xt
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
ove
rall v
isio
n, v
alue
s, o
bjec
tive
s, p
lans
and
cul
ture
of
the
orga
nisa
tion
.
2 The
pla
nnin
g an
d de
cisi
on-m
akin
g pr
oces
ses
wit
hin
the
orga
nisa
tion
.
3 Yo
ur o
rgan
isat
ion’
s cu
rren
t an
d po
tent
ial cu
stom
ers
and
thei
r ne
eds.
4 The
div
ersi
ty o
f yo
ur o
rgan
isat
ion’
s w
orkf
orce
.
5 App
ropr
iate
com
para
tors
for
rev
iew
ing
the
dive
rsit
y of
you
r or
gani
sati
on’s
wor
kfor
ce.
6 O
ther
rel
evan
t pa
rtie
s w
ith
an int
eres
t in
equ
alit
y, d
iver
sity
and
inc
lusi
on in
your
org
anis
atio
n.
7 The
org
anis
atio
n’s
wri
tten
equ
alit
y, d
iver
sity
and
inc
lusi
on p
olic
y an
d ac
tion
pla
n an
d ho
w t
hey
are
com
mun
icat
ed t
o pe
ople
who
wor
k fo
r th
e or
gani
sati
on a
nd t
o ot
her
rele
vant
par
ties
.
8 M
echa
nism
s fo
r co
nsul
ting
wit
h pe
ople
who
wor
k fo
r th
e or
gani
sati
on o
r th
eir
repr
esen
tati
ves
on
equa
lity
, di
vers
ity
and
incl
usio
n is
sues
.
9 Em
ploy
men
t po
lici
es a
nd p
ract
ices
wit
hin
the
orga
nisa
tion
– inc
ludi
ng r
ecru
itm
ent,
sel
ecti
on,
indu
ctio
n, d
evel
opm
ent,
pro
mot
ion,
ret
enti
on,
redu
ndan
cy,
dism
issa
l, p
ay a
nd o
ther
ter
ms
and
cond
itio
ns.
10
Org
anis
atio
ns t
o be
nchm
ark
agai
nst
in t
erm
s of
the
ir a
ppro
ach
to p
rom
otin
g di
vers
ity
and
incl
usio
n.
11
Sour
ces
of s
peci
alis
t ex
pert
ise
in r
elat
ion
to e
qual
ity,
div
ersi
ty a
nd inc
lusi
on u
sed
by y
our
orga
nisa
tion
.
12
Syst
ems
in p
lace
for
eff
ecti
ve m
onit
orin
g, r
evie
win
g an
d re
port
ing
on p
rogr
ess
in r
elat
ion
to
equa
lity
of
oppo
rtun
ity,
div
ersi
ty a
nd inc
lusi
on.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
109
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
110
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
111
Unit
6 (
C1):
Enco
ura
ge innov
atio
n in y
our
team
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 M
otiv
ate
mem
bers
of
your
tea
m,
incl
udin
g yo
urse
lf,
to
iden
tify
ide
as f
or n
ew p
rodu
cts
and/
or s
ervi
ces
and
impr
ovem
ents
.
2 Res
pond
ent
husi
asti
cally
to ide
as ide
ntif
ied
by
mem
bers
of
your
tea
m a
nd p
rovi
de c
onst
ruct
ive
feed
back
.
3 En
cour
age
mem
bers
of
your
tea
m t
o sh
are,
dis
cuss
an
d w
ork
toge
ther
in
deve
lopi
ng ini
tial
ide
as.
4 Id
enti
fy a
nd p
ursu
e op
port
unit
ies
to w
ork
wit
h ot
her
team
s to
gen
erat
e an
d de
velo
p id
eas.
5 D
iscu
ss a
nd a
gree
wit
h m
embe
rs o
f yo
ur t
eam
tho
se
idea
s w
hich
sho
uld
be d
evel
oped
fur
ther
, ho
w t
hey
shou
ld b
e de
velo
ped
and
the
requ
ired
res
ourc
es.
6 Pr
ovid
e on
goin
g su
ppor
t, e
ncou
rage
men
t an
d re
sour
ces
to m
embe
rs o
f yo
ur t
eam
who
are
de
velo
ping
and
tes
ting
ide
as a
nd h
elp
to r
emov
e an
y id
enti
fied
obs
tacl
es.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
112
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 Agr
ee t
he p
ract
ical
im
plem
enta
tion
of
idea
s, b
ased
on
the
ide
ntif
ied
bene
fits
, ri
sks
and
requ
ired
re
sour
ces,
whe
n yo
u ha
ve t
he a
utho
rity
to
do s
o.
8 Su
ppor
t m
embe
rs o
f yo
ur t
eam
in
subm
itti
ng f
orm
al
prop
osal
s an
d pl
ans
for
the
prac
tica
l im
plem
enta
tion
of
ide
as t
o ot
her
peop
le f
or a
ppro
val.
9 O
vers
ee p
ract
ical
im
plem
enta
tion
of
idea
s by
you
r te
am a
nd m
onit
or a
nd r
epor
t on
pro
gres
s.
10
Enco
urag
e an
d de
velo
p th
e cr
eati
vity
of
mem
bers
of
your
tea
m.
11
Enco
urag
e m
embe
rs o
f yo
ur t
eam
to
take
acc
epta
ble
risk
s in
pur
suin
g in
nova
tion
and
to
mak
e an
d le
arn
from
mis
take
s.
12
Ensu
re t
hat
the
orig
inat
ors
and
deve
lope
rs o
f an
y id
eas
whi
ch a
re s
ucce
ssfu
lly
impl
emen
ted
rece
ive
reco
gnit
ion
for
thei
r ac
hiev
emen
t.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
113
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
114
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
115
Unit
6 (
C1):
Enco
ura
ge innov
atio
n in y
our
team
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
2 Yo
u en
cour
age
and
supp
ort
othe
rs t
o m
ake
the
best
use
of
thei
r ab
ilit
ies.
3 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
4 Yo
u di
spla
y a
curi
osit
y to
lea
rn a
nd t
ry o
ut
new
thi
ngs.
5 Yo
u ba
lanc
e ri
sks
agai
nst
the
bene
fits
tha
t m
ay a
rise
fro
m t
akin
g ri
sks.
6 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
7 Yo
u co
nstr
ucti
vely
cha
llen
ge t
he s
tatu
s qu
o an
d se
ek b
ette
r al
tern
ativ
es.
8 Yo
u re
cogn
ise
the
achi
evem
ents
and
the
su
cces
s of
oth
ers.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
116
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
117
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029859— Candidate Logbook — — Edexcel SVQ in Team Leading at SCQF Level 2 —
Issue 1 — January 2012January 2012 © Pearson Education Limited (Edexcel) 2012
118
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
119
Unit 7: Help team members address problems affecting their performance
Unit code: D8
Unit credit: 5
Unit level: 6
Introduction
What this unit is about
This unit is about helping members of your team address problems affecting their performance. These may be work-related problems or problems arising from their personal circumstances.
The unit involves identifying problems affecting people’s performance and discussing these in a timely way with the team members concerned to help them find a suitable solution to their problem. Sometimes you may need to refer the team member to specialist support services.
Who is the unit for?
The unit is recommended particularly for first line managers and middle managers.
Links to other units
This unit is linked to units B8: Ensure compliance with legal, regulatory, ethical and social requirements, D5: Allocate and check work in your team, D6: Allocate and monitor the progress and quality of work in your area of responsibility, D9: Build and manage teams, D10: Reduce and manage conflict in your team and D13: Support individuals to develop and maintain their performance in the overall suite of National Occupational Standards for Management and Leadership.
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
120
Skills
Listed below are the main generic ‘skills’ that need to be applied in helping team members address problems affecting their performance. These skills are explicit/ implicit in the detailed content of the unit and are listed here as additional information
Acting assertively
Communicating
Consulting
Decision-making
Empathising
Information management
Managing conflict
Monitoring
Problem-solving
Providing feedback
Reviewing
Setting objectives
Team-building
Valuing and supporting others
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
121
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
im
port
ance
in
givi
ng t
eam
mem
bers
opp
ortu
niti
es t
o ap
proa
ch y
ou w
ith
prob
lem
s af
fect
ing
thei
r pe
rfor
man
ce.
2 H
ow t
o en
cour
age
team
mem
bers
to
appr
oach
you
wit
h pr
oble
ms
affe
ctin
g th
eir
perf
orm
ance
.
3 The
im
port
ance
of
iden
tify
ing
perf
orm
ance
iss
ues
and
brin
ging
the
se p
rom
ptly
to
the
atte
ntio
n of
th
e te
am m
embe
rs c
once
rned
.
4 The
im
port
ance
of
disc
ussi
ng p
robl
ems
wit
h te
am m
embe
rs a
t a
tim
e an
d pl
ace
appr
opri
ate
to t
he
type
, se
riou
snes
s an
d co
mpl
exit
y of
the
pro
blem
.
5 H
ow t
o ga
ther
and
che
ck t
he inf
orm
atio
n yo
u ne
ed t
o id
enti
fy t
he p
robl
em a
nd its
cau
se.
6 The
im
port
ance
of
iden
tify
ing
the
prob
lem
acc
urat
ely.
7 The
ran
ge o
f al
tern
ativ
e co
urse
s of
act
ion
to d
eal w
ith
the
prob
lem
.
8 The
im
port
ance
of
disc
ussi
ng a
nd a
gree
ing
wit
h th
e te
am m
embe
r a
tim
ely
and
effe
ctiv
e w
ay o
f de
alin
g w
ith
the
prob
lem
.
9 W
hen
to r
efer
the
tea
m m
embe
r to
sup
port
ser
vice
s or
spe
cial
ists
.
10
The
im
port
ance
of
keep
ing
a co
nfid
enti
al r
ecor
d of
you
r di
scus
sion
s w
ith
team
mem
bers
abo
ut
prob
lem
s af
fect
ing
thei
r pe
rfor
man
ce,
and
how
to
do s
o.
11
The
im
port
ance
of
ensu
ring
you
r ac
tion
s ar
e in
lin
e w
ith
your
org
anis
atio
n’s
polici
es f
or m
anag
ing
peop
le a
nd t
heir
per
form
ance
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
122
Ind
ust
ry/
sect
or
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or h
elpi
ng t
eam
mem
bers
add
ress
pro
blem
s af
fect
ing
thei
r pe
rfor
man
ce.
Co
nte
xt
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
typ
es o
f pr
oble
ms
that
you
r te
am m
embe
rs m
ay e
ncou
nter
whi
ch c
an a
ffec
t th
eir
perf
orm
ance
.
2 Yo
ur r
ole,
res
pons
ibili
ties
and
lim
its
of a
utho
rity
whe
n de
alin
g w
ith
team
mem
bers
’ pr
oble
ms.
3 The
ran
ge o
f su
ppor
t se
rvic
es o
r sp
ecia
list
s th
at e
xist
ins
ide
and
outs
ide
your
org
anis
atio
n.
4 Yo
ur o
rgan
isat
ion’
s po
lici
es f
or m
anag
ing
peop
le a
nd t
heir
per
form
ance
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
123
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
124
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
125
Unit
7 (
D8):
Hel
p t
eam
mem
ber
s ad
dress
pro
ble
ms
affe
ctin
g th
eir
per
form
ance
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 G
ive
team
mem
bers
opp
ortu
niti
es t
o ap
proa
ch y
ou
wit
h pr
oble
ms
affe
ctin
g th
eir
perf
orm
ance
.
2 Id
enti
fy p
erfo
rman
ce iss
ues
and
brin
g th
ese
prom
ptly
to
the
atte
ntio
n of
the
tea
m m
embe
rs
conc
erne
d.
3 D
iscu
ss p
robl
ems
wit
h te
am m
embe
rs a
t a
tim
e an
d pl
ace
appr
opri
ate
to t
he t
ype,
ser
ious
ness
and
co
mpl
exit
y of
the
pro
blem
.
4 G
athe
r an
d ch
eck
info
rmat
ion
to a
ccur
atel
y id
enti
fy
the
prob
lem
and
its
cau
se
5 D
iscu
ss t
he r
ange
of
alte
rnat
ive
cour
ses
of a
ctio
n an
d ag
ree
wit
h th
e te
am m
embe
r a
tim
ely
and
effe
ctiv
e w
ay o
f de
alin
g w
ith
the
prob
lem
.
6 Ref
er t
he t
eam
mem
ber
to s
uppo
rt s
ervi
ces
or
spec
ialist
s, w
here
nec
essa
ry.
7 Ke
ep a
con
fide
ntia
l re
cord
of
your
dis
cuss
ions
wit
h te
am m
embe
rs a
bout
pro
blem
s af
fect
ing
thei
r pe
rfor
man
ce.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
126
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
8 En
sure
you
r ac
tion
s ar
e in
lin
e w
ith
your
or
gani
sati
on’s
pol
icie
s fo
r m
anag
ing
peop
le.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
127
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
128
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
129
Unit
7 (
D8):
Hel
p t
eam
mem
ber
s ad
dress
pro
ble
ms
affe
ctin
g th
eir
per
form
ance
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u fi
nd p
ract
ical
way
s to
ove
rcom
e ba
rrie
rs.
2 Yo
u sh
ow e
mpa
thy
wit
h ot
hers
’ ne
eds,
fee
ling
s an
d m
otiv
atio
ns a
nd t
ake
an a
ctiv
e in
tere
st in
thei
r co
ncer
ns.
3 Yo
u m
ake
tim
e av
aila
ble
to s
uppo
rt o
ther
s.
4 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
5 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
6 Yo
u co
nfro
nt p
erfo
rman
ce iss
ues
and
reso
lve
them
di
rect
ly w
ith
the
peop
le inv
olve
d.
7 Yo
u ke
ep c
onfi
dent
ial in
form
atio
n se
cure
.
8 Yo
u ch
eck
the
validi
ty a
nd r
elia
bility
of
info
rmat
ion.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
130
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
9 Yo
u id
enti
fy t
he im
plic
atio
ns o
r co
nseq
uenc
es o
f a
situ
atio
n.
10
You
take
tim
ely
deci
sion
s th
at a
re
real
isti
c fo
r th
e si
tuat
ion
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
131
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
132
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
133
Unit 8: Participate in meetings Unit code: D12
Unit credit: 2
Unit level: 5
Introduction
What this unit is about
This unit is about participating in meetings in an active and constructive way.
It involves preparation before the meeting, perhaps researching information, consulting with others and clarifying your own objectives and opinions on the various agenda items. It also involves taking a positive stance within the meeting, presenting information and opinions clearly and concisely and acknowledging and building on the contributions of others, in order to arrive at the meeting’s objectives. After the meeting, it may be necessary to communicate decisions to other people, in line with any protocol agreed at the meeting.
Who is the unit for?
The unit is recommended for managers at all levels.
Links to other units
This unit is linked to units D11: Lead meetings, D17: Build and sustain collaborative relationships with other organisations, E10: Take effective decisions and E11: Communicate information and knowledge in the overall suite of National Occupational Standards for Management and Leadership.
Skills
Listed below are the main generic ‘skills’ that need to be applied in participating in meetings. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Communicating
Consulting
Decision-making
Involving others
Obtaining feedback
Planning
Presenting information
Providing feedback
Researching
Setting objectives
Time management
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
im
port
ance
of
brie
fing
you
rsel
f on
the
con
tent
of
the
mee
ting
.
2 H
ow t
o id
enti
fy r
elev
ant
info
rmat
ion
for
the
mee
ting
and
cla
rify
you
r op
inio
ns o
n va
riou
s ag
enda
it
ems.
3 The
im
port
ance
of
cons
ulti
ng t
hose
who
hav
e an
int
eres
t in
the
var
ious
age
nda
item
s, a
nd h
ow t
o do
so
in o
rder
to
unde
rsta
nd a
nd b
e ab
le t
o re
pres
ent
thei
r op
inio
ns.
4 The
im
port
ance
of
sett
ing
your
obj
ecti
ves
for
the
mee
ting
, an
d ho
w t
o do
so.
5 The
im
port
ance
of
pres
enti
ng r
elev
ant
info
rmat
ion
and
opin
ions
to
the
mee
ting
cle
arly
and
co
ncis
ely,
and
how
to
do s
o.
6 H
ow t
o pr
esen
t yo
ur o
pini
ons
and
the
inte
rest
s of
tho
se y
ou a
re r
epre
sent
ing
in a
con
vinc
ing
way
.
7 Th
e im
port
ance
of
iden
tify
ing
and
arti
cula
ting
any
iss
ues
and
prob
lem
s em
ergi
ng f
rom
dis
cuss
ions
, an
d ho
w t
o co
ntri
bute
to
reso
lvin
g th
em.
8 The
im
port
ance
of
ackn
owle
dgin
g in
form
atio
n an
d op
inio
ns p
rovi
ded
by o
ther
peo
ple
and
how
to
disc
uss
thes
e co
nstr
ucti
vely
.
9 The
im
port
ance
of
clar
ifyi
ng d
ecis
ions
tak
en o
n va
riou
s ag
enda
ite
ms,
whe
re n
eces
sary
, an
d ho
w
to d
o so
.
10
The
im
port
ance
of
com
mun
icat
ing
deci
sion
s cl
earl
y an
d in
a t
imel
y w
ay t
o th
ose
who
hav
e an
in
tere
st in
the
vari
ous
agen
da ite
ms,
and
how
to
do s
o in
lin
e w
ith
any
com
mun
icat
ion
prot
ocol
ag
reed
at
the
mee
ting
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
135
Ind
ust
ry/
sect
or
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or p
arti
cipa
ting
in
mee
ting
s
Co
nte
xt
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
typ
es a
nd s
ourc
es o
f in
form
atio
n re
leva
nt f
or t
he m
eeti
ng.
2 Pe
ople
who
hav
e an
int
eres
t in
the
var
ious
age
nda
item
s.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
136
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
137
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
138
Unit
8 (
D12):
Par
tici
pat
e in
mee
tings
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Br
ief
your
self
on
the
cont
ent
of t
he m
eeti
ng,
iden
tify
rel
evan
t in
form
atio
n an
d cl
arif
y yo
ur
opin
ions
on
vari
ous
agen
da ite
ms.
2 Con
sult
wit
h th
ose
who
hav
e an
int
eres
t in
the
va
riou
s ag
enda
ite
ms
in o
rder
to
unde
rsta
nd a
nd b
e ab
le t
o re
pres
ent
thei
r op
inio
ns.
3 Cla
rify
you
r ob
ject
ives
fro
m t
he m
eeti
ng –
wha
t yo
u ho
pe t
he m
eeti
ng w
ill ac
hiev
e.
4 Pr
esen
t re
leva
nt inf
orm
atio
n to
the
mee
ting
cle
arly
an
d co
ncis
ely.
5 Pr
esen
t yo
ur o
pini
ons
and
the
inte
rest
s of
tho
se y
ou
are
repr
esen
ting
in
a co
nvin
cing
way
, pr
ovid
ing
evid
ence
to
supp
ort
your
cas
e, if
requ
ired
.
6 Art
icul
ate
any
issu
es a
nd p
robl
ems
emer
ging
fro
m
disc
ussi
ons
and
prop
ose
and
eval
uate
pos
sibl
e so
luti
ons.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
139
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
7 Ack
now
ledg
e an
d co
nstr
ucti
vely
dis
cuss
inf
orm
atio
n an
d op
inio
ns p
rovi
ded
by o
ther
peo
ple.
8 Cla
rify
dec
isio
ns t
aken
on
the
vari
ous
agen
da ite
ms,
w
here
nec
essa
ry.
9 Com
mun
icat
e de
cisi
ons
clea
rly
and
conc
isel
y an
d in
a
tim
ely
way
to
thos
e w
ho h
ave
an int
eres
t in
the
var
ious
ag
enda
ite
ms,
in
line
wit
h an
y co
mm
unic
atio
n pr
otoc
ol
agre
ed a
t th
e m
eeti
ng.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
140
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
141
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
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Issu
e 1
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on E
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ited
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Unit
8 (
D12):
Par
tici
pat
e in
mee
tings
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u ad
dres
s m
ulti
ple
dem
ands
wit
hout
los
ing
focu
s or
ene
rgy.
2 Yo
u sh
ow r
espe
ct f
or t
he v
iew
s an
d ac
tion
s of
ot
hers
.
3 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
4 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
5 Yo
u st
ate
your
ow
n po
siti
on a
nd v
iew
s cl
earl
y an
d co
nfid
entl
y in
con
flic
t si
tuat
ions
.
6 Yo
u m
ake
best
use
of
exis
ting
sou
rces
of
info
rmat
ion.
7 Yo
u ch
eck
the
validi
ty a
nd r
elia
bility
of
info
rmat
ion.
SVO
2985
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dida
te L
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—
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e 1
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ited
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Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u st
ate
own
opin
ions
, vi
ews
and
requ
irem
ents
cl
earl
y.
9 Yo
u pr
esen
t id
eas
and
argu
men
ts c
onvi
ncin
gly
and
in w
ays
that
str
ike
a ch
ord
wit
h pe
ople
.
10
You
list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts
and
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
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—
Issu
e 1
— J
anua
ry 2
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ears
on E
duca
tion
Lim
ited
201
2
144
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
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Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
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ears
on E
duca
tion
Lim
ited
201
2
145
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
146
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
147
Unit 9: Initiate and follow disciplinary procedure
Unit code: D14
Unit credit: 6
Unit level: 6
Introduction
What this unit is about
This unit is about initiating and following your organisation’s disciplinary procedure in response to misconduct or unsatisfactory performance of a member of your team.
All employing organisations are required to have disciplinary and grievance procedures. As a minimum, these must meet the requirements laid down in relevant employment legislation. However, many organisations have developed more detailed and extensive disciplinary procedures and associated rules to reflect their specific contexts and requirements.
This unit describes the minimum standard of performance expected of managers when they are implementing disciplinary procedures in line with legal and organisational requirements. To meet this standard, managers need both sound technical knowledge of the procedures and well-developed cognitive and interpersonal skills.
Who is the unit for?
The unit is for line managers who have to deal with misconduct or unsatisfactory performance of members of their team. It is not designed for human resources specialists who are required to develop disciplinary procedures and provide specialist support to line managers who are implementing them.
Links to other units
This unit is linked to unit D15: Initiate and follow grievance procedure in the overall suite of National Occupational Standards for Management and Leadership.
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
148
Skills
Listed below are the main generic ‘skills’ that need to be applied in implementing disciplinary procedure. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Acting assertively
Analysing
Communicating
Decision-making
Empathising
Interviewing
Monitoring
Presenting information
Questioning
Reporting
Researching
SVO
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch S
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
im
port
ance
of
fully
info
rmin
g in
divi
dual
s ab
out
the
stan
dard
s of
con
duct
and
per
form
ance
ex
pect
ed o
f th
em a
nd y
our
orga
nisa
tion
’s c
urre
nt p
roce
dure
for
dea
ling
wit
h m
isco
nduc
t or
un
sati
sfac
tory
per
form
ance
.
2 H
ow t
o ca
rry
out
inve
stig
atio
ns t
o es
tabl
ish
fact
s re
lati
ng t
o an
y m
isco
nduc
t or
uns
atis
fact
ory
perf
orm
ance
.
3 In
form
al a
ppro
ache
s to
dea
ling
wit
h ca
ses
of m
inor
mis
cond
uct
or u
nsat
isfa
ctor
y pe
rfor
man
ce,
and
whe
n th
is t
ype
of a
ppro
ach
is lik
ely
to r
esol
ve t
he s
itua
tion
eff
ecti
vely
.
4 The
dif
fere
nces
bet
wee
n m
isco
nduc
t, g
ross
mis
cond
uct
and
unsa
tisf
acto
ry p
erfo
rman
ce,
and
how
ea
ch s
houl
d be
han
dled
.
5 The
im
port
ance
of
follow
ing
your
org
anis
atio
n’s
form
al d
isci
plin
ary
proc
edur
e in
ser
ious
cas
es o
f m
isco
nduc
t or
uns
atis
fact
ory
perf
orm
ance
.
6 The
im
port
ance
of
com
mun
icat
ing
clea
rly,
con
cise
ly a
nd o
bjec
tive
ly,
and
how
to
do s
o.
7 H
ow t
o ke
ep f
ull an
d ac
cura
te r
ecor
ds t
hrou
ghou
t th
e di
scip
lina
ry p
roce
ss a
nd s
tore
the
se
conf
iden
tial
ly a
s lo
ng a
s, b
ut n
o lo
nger
tha
n, n
eces
sary
.
SVO
2985
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dida
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Ind
ust
ry/
sect
or
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or s
uppo
rtin
g in
divi
dual
s to
im
prov
e th
eir
perf
orm
ance
.
Co
nte
xt
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 Yo
ur o
rgan
isat
ion’
s pr
oced
ures
for
dea
ling
wit
h m
isco
nduc
t or
uns
atis
fact
ory
perf
orm
ance
.
2 The
sta
ndar
ds o
f co
nduc
t an
d pe
rfor
man
ce e
xpec
ted
of ind
ivid
uals
.
3 So
urce
s of
adv
ice,
gui
danc
e an
d su
ppor
t fr
om c
olle
ague
s, h
uman
res
ourc
es o
r le
gal sp
ecia
list
s.
4 The
lim
its
of y
our
own
know
ledg
e, s
kills
and
com
pete
nce.
5 Yo
ur o
rgan
isat
ion’
s po
licie
s an
d pr
oced
ures
for
kee
ping
ful
l an
d ac
cura
te r
ecor
ds.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
151
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
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ited
201
2
152
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
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ited
201
2
153
Unit
9 (
D14):
Init
iate
and f
ollo
w d
isci
plin
ary
pro
cedure
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Ke
ep ind
ivid
uals
ful
ly inf
orm
ed a
bout
the
sta
ndar
ds o
f co
nduc
t an
d pe
rfor
man
ce e
xpec
ted
of t
hem
and
you
r or
gani
sati
on’s
cur
rent
pro
cedu
re f
or d
ealing
wit
h m
isco
nduc
t or
uns
atis
fact
ory
perf
orm
ance
.
2 Se
ek s
uppo
rt f
rom
col
leag
ues
or h
uman
res
ourc
es o
r le
gal sp
ecia
list
s on
any
asp
ects
of
impl
emen
ting
di
scip
lina
ry p
roce
dure
s ab
out
whi
ch y
ou a
re u
nsur
e.
3 Car
ry o
ut n
eces
sary
inv
esti
gati
ons
prom
ptly
to
esta
blis
h th
e fa
cts
rela
ting
to
any
mis
cond
uct
or u
nsat
isfa
ctor
y pe
rfor
man
ce.
4 Tak
e pr
even
tati
ve m
easu
res
to r
esol
ve iss
ues
and
deal
w
ith
case
s of
min
or m
isco
nduc
t or
uns
atis
fact
ory
perf
orm
ance
inf
orm
ally
, w
here
you
con
side
r th
at a
n in
form
al a
ppro
ach
is lik
ely
to r
esol
ve t
he s
itua
tion
ef
fect
ivel
y.
5 Fo
llow
you
r or
gani
sati
on’s
for
mal
dis
cipl
inar
y pr
oced
ure
in s
erio
us c
ases
of
mis
cond
uct
or u
nsat
isfa
ctor
y pe
rfor
man
ce.
6 Ke
ep f
ull an
d ac
cura
te r
ecor
ds t
hrou
ghou
t th
e di
scip
lina
ry p
roce
ss a
nd s
tore
the
se c
onfi
dent
ially
as
long
as,
but
no
long
er t
han,
nec
essa
ry.
SVO
2985
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dida
te L
ogbo
ok —
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m L
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t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
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012
© P
ears
on E
duca
tion
Lim
ited
201
2
154
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
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Can
dida
te L
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m L
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QF
Leve
l 5
—
Issu
e 1
— J
anua
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012
© P
ears
on E
duca
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Lim
ited
201
2
155
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
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Can
dida
te L
ogbo
ok —
SVQ
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Tea
m L
eadi
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t SC
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Leve
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anua
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012
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ited
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Unit
9 (
D14):
Init
iate
and f
ollo
w d
isci
plin
ary
pro
cedure
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
2 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
3 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
4 Yo
u gi
ve f
eedb
ack
to o
ther
s to
hel
p th
em im
prov
e th
eir
perf
orm
ance
.
5 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
6 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
7 Yo
u co
nsul
t w
ith
inte
rnal
and
/or
exte
rnal
exp
erts
w
hen
nece
ssar
y.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
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—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
157
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u sa
y no
to
unre
ason
able
req
uest
s.
9 Yo
u co
nfro
nt p
erfo
rman
ce iss
ues
and
reso
lve
them
dir
ectl
y w
ith
the
peop
le inv
olve
d.
10
You
keep
con
fide
ntia
l in
form
atio
n se
cure
.
11
You
wor
k to
dev
elop
an
atm
osph
ere
of
prof
essi
onal
ism
and
mut
ual su
ppor
t.
12
You
take
and
im
plem
ent
diff
icul
t an
d/or
un
popu
lar
deci
sion
s, if
nece
ssar
y.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
158
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
159
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
160
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
161
Unit 10: Initiate and follow grievance procedure
Unit code: D15
Unit credit: 6
Unit level: 6
Introduction
What this unit is about
This unit is about initiating and following your organisation’s grievance procedure in response to a concern, problem or complaint raised by a member of your team.
All employing organisations are required to have disciplinary and grievance procedures. As a minimum, these must meet the requirements laid down in relevant employment legislation. However, many organisations have developed more detailed and extensive grievance procedures to reflect their specific contexts and requirements.
This unit describes the minimum standard of performance expected of managers when they are implementing grievance procedures in line with legal and organisational requirements. To meet this standard, managers need both sound technical knowledge of the procedures and well- developed cognitive and interpersonal skills.
Who is the unit for?
The unit is for line managers who have to deal with potential or actual grievances raised by members of their team. It is not designed for human resources specialists who are required to develop grievance procedures and provide specialist support to line managers who are implementing them.
Links to other units
This unit is linked to unit D14: Initiate and follow disciplinary procedure in the overall suite of National Occupational Standards for Management and Leadership.
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
162
Skills
Listed below are the main generic ‘skills’ that need to be applied in implementing grievance procedure. These skills are explicit/implicit in the detailed content of the unit and are listed here as additional information.
Acting assertively
Assessing
Communicating
Decision-making
Empathising
Managing conflict
Presenting information
Questioning
Reporting
Researching
SVO
2985
9 —
Can
dida
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e 1
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on E
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ited
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What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch S
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 The
im
port
ance
of
fully
info
rmin
g in
divi
dual
s ab
out
your
org
anis
atio
n’s
curr
ent
proc
edur
e fo
r ra
isin
g gr
ieva
nces
.
2 In
form
al a
ppro
ache
s to
dea
ling
wit
h co
ncer
ns,
prob
lem
s or
com
plai
nts
rais
ed w
ith
you,
and
whe
n th
is t
ype
of a
ppro
ach
is lik
ely
to r
esol
ve t
he s
itua
tion
eff
ecti
vely
.
3 The
im
port
ance
of
follow
ing
your
org
anis
atio
n’s
form
al g
riev
ance
pro
cedu
re,
and
whe
n to
do
so.
4 H
ow t
o co
nduc
t a
mee
ting
wit
h an
ind
ivid
ual to
dis
cuss
the
ir g
riev
ance
.
5 H
ow t
o in
vest
igat
e th
e gr
ieva
nce
fully.
6 The
im
port
ance
of
com
mun
icat
ing
clea
rly,
con
cise
ly a
nd o
bjec
tive
ly,
and
how
to
do s
o.
7 H
ow t
o ke
ep f
ull an
d ac
cura
te r
ecor
ds t
hrou
ghou
t th
e gr
ieva
nce
proc
ess
and
stor
e th
ese
conf
iden
tial
ly a
s lo
ng a
s, b
ut n
o lo
nger
tha
n, n
eces
sary
.
Ind
ust
ry/
sect
or
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 In
dust
ry/s
ecto
r re
quir
emen
ts f
or im
plem
enti
ng g
riev
ance
pro
cedu
res
Co
nte
xt
speci
fic
kn
ow
led
ge a
nd
un
ders
tan
din
g
1 Yo
ur o
rgan
isat
ion’
s pr
oced
ure
for
deal
ing
wit
h gr
ieva
nces
.
2 So
urce
s of
adv
ice,
gui
danc
e an
d su
ppor
t fr
om c
olle
ague
s, h
uman
res
ourc
es o
r le
gal sp
ecia
list
s.
3 Yo
ur o
rgan
isat
ion’
s po
licie
s an
d pr
oced
ures
for
kee
ping
ful
l an
d ac
cura
te r
ecor
ds.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
164
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
165
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
166
Unit
10 (
D15):
Init
iate
and f
ollo
w g
riev
ance
pro
cedure
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Perf
orm
an
ce c
rite
ria
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Ke
ep ind
ivid
uals
ful
ly inf
orm
ed a
bout
you
r or
gani
sati
on’s
cur
rent
pro
cedu
re f
or r
aisi
ng g
riev
ance
s.
2 Se
ek s
uppo
rt f
rom
col
leag
ues
or h
uman
res
ourc
es o
r le
gal sp
ecia
list
s on
any
asp
ects
of
impl
emen
ting
gr
ieva
nce
proc
edur
es a
bout
whi
ch y
ou a
re u
nsur
e.
3 Id
enti
fy p
oten
tial
gri
evan
ces
and
take
pre
vent
ativ
e m
easu
res
to r
esol
ve iss
ues
whe
re p
ossi
ble.
4 If
an
indi
vidu
al r
aise
s a
conc
ern,
pro
blem
or
com
plai
nt
wit
h yo
u, s
eek
to r
esol
ve t
he s
itua
tion
inf
orm
ally
, if
yo
u co
nsid
er t
hat
an inf
orm
al a
ppro
ach
is lik
ely
to
reso
lve
the
situ
atio
n ef
fect
ivel
y.
5 Fo
llow
you
r or
gani
sati
on’s
for
mal
gri
evan
ce p
roce
dure
, if
an
indi
vidu
al r
aise
s a
grie
vanc
e w
ith
you
in w
riti
ng.
6 Ke
ep f
ull an
d ac
cura
te r
ecor
ds t
hrou
ghou
t th
e gr
ieva
nce
proc
ess
and
stor
e th
ese
conf
iden
tial
ly a
s lo
ng
as,
but
no lon
ger
than
, ne
cess
ary.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
167
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
168
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
169
Unit
10 (
D15):
Init
iate
and f
ollo
w g
riev
ance
pro
cedure
What
you
must
do
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
1 Yo
u list
en a
ctiv
ely,
ask
que
stio
ns,
clar
ify
poin
ts a
nd
reph
rase
oth
ers’
sta
tem
ents
to
chec
k m
utua
l un
ders
tand
ing.
2 Yo
u pr
esen
t in
form
atio
n cl
earl
y, c
onci
sely
, ac
cura
tely
and
in
way
s th
at p
rom
ote
unde
rsta
ndin
g.
3 Yo
u ke
ep p
eopl
e in
form
ed o
f pl
ans
and
deve
lopm
ents
.
4 Yo
u co
mpl
y w
ith,
and
ens
ure
othe
rs c
ompl
y w
ith,
le
gal re
quir
emen
ts,
indu
stry
reg
ulat
ions
, or
gani
sati
onal
pol
icie
s an
d pr
ofes
sion
al c
odes
.
5 Yo
u ac
t w
ithi
n th
e lim
its
of y
our
auth
orit
y.
6 Yo
u co
nsul
t w
ith
inte
rnal
and
/or
exte
rnal
exp
erts
w
hen
nece
ssar
y.
7 Yo
u sh
ow int
egri
ty,
fair
ness
and
con
sist
ency
in
deci
sion
-mak
ing.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
170
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard:
8 Yo
u ke
ep c
onfi
dent
ial in
form
atio
n se
cure
.
9 Yo
u pu
sh f
or c
oncr
ete
info
rmat
ion
in a
n am
bigu
ous
situ
atio
n.
10
You
iden
tify
the
im
plic
atio
ns o
r co
nseq
uenc
es o
f a
situ
atio
n.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
171
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
172
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
173
Unit 11: Resolve customer service problems
Unit code: F5
Unit credit: 6
Unit level: 5
Introduction
What this unit is about
This unit is all about what to do when it is difficult to meet customer expectations.
Even if the service you give is excellent, some customers will experience problems. Part of your job is to help to resolve those problems. A problem is anything that means customer expectations are not being met. This may be because your customer’s expectations involve more than you can offer or because your service procedures have not been followed.
Some problems are reported by customers and sometimes you spot the problem first and resolve it before your customer has even noticed.
As soon as you are aware of a problem, you need to consider the options and then choose a way to put it right.
This unit is particularly important in customer service because many customers judge how good the customer service of your organisation is by the way problems are handled.
Key words and phrases for this unit
listening
recognise repeated problems
share feedback
choose amongst options
work with others
resolve problems
check progress
give explanations
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
174
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 O
rgan
isat
iona
l pr
oced
ures
and
sys
tem
s fo
r de
alin
g w
ith
cust
omer
ser
vice
pro
blem
s.
2 H
ow t
o de
fuse
pot
enti
ally
str
essf
ul s
itua
tion
s.
3 H
ow t
o ne
goti
ate.
4 The
lim
itat
ions
of
wha
t yo
u ca
n of
fer
your
cus
tom
er.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
175
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
176
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
177
Elem
ent
1:
Spot
cust
omer
ser
vice
pro
ble
ms
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Li
sten
car
eful
ly t
o yo
ur c
usto
mer
s ab
out
prob
lem
s th
ey h
ave
rais
ed.
2 Ask
you
r cu
stom
ers
abou
t th
e pr
oble
m t
o ch
eck
your
und
erst
andi
ng.
3 Rec
ogni
se r
epea
ted
prob
lem
s an
d al
ert
the
appr
opri
ate
auth
orit
y.
4 Sh
are
cust
omer
fee
dbac
k w
ith
othe
rs t
o id
enti
fy p
oten
tial
pro
blem
s be
fore
the
y ha
ppen
.
5 Id
enti
fy p
robl
ems
wit
h sy
stem
s an
d pr
oced
ures
be
fore
the
y be
gin
to a
ffec
t yo
ur c
usto
mer
s.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
178
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
179
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
180
Elem
ent
2:
Pic
k th
e bes
t so
luti
on t
o re
solv
e cu
stom
er s
ervi
ce p
roble
ms
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy t
he o
ptio
ns f
or r
esol
ving
a c
usto
mer
se
rvic
e pr
oble
m.
2 W
ork
wit
h ot
hers
to
iden
tify
and
con
firm
the
op
tion
s to
res
olve
a c
usto
mer
ser
vice
pro
blem
.
3 W
ork
out
the
adva
ntag
es a
nd d
isad
vant
ages
of
each
opt
ion
for
your
cus
tom
er a
nd y
our
orga
nisa
tion
.
4 Pi
ck t
he b
est
opti
on f
or y
our
cust
omer
and
you
r or
gani
sati
on.
5 Id
enti
fy f
or y
our
cust
omer
oth
er w
ays
that
pr
oble
ms
may
be
reso
lved
if
you
are
unab
le t
o he
lp.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
181
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
182
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
183
Elem
ent
3:
Tak
e ac
tion
to
reso
lve
cust
omer
ser
vice
pro
ble
ms
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 D
iscu
ss a
nd a
gree
the
opt
ions
for
sol
ving
the
pr
oble
m w
ith
your
cus
tom
er.
2 Tak
e ac
tion
to
impl
emen
t th
e op
tion
agr
eed
wit
h yo
ur c
usto
mer
.
3 W
ork
wit
h ot
hers
and
you
r cu
stom
er t
o m
ake
sure
tha
t an
y pr
omis
es r
elat
ed t
o so
lvin
g th
e pr
oble
m a
re k
ept.
4 Ke
ep y
our
cust
omer
ful
ly inf
orm
ed a
bout
wha
t is
ha
ppen
ing
to r
esol
ve p
robl
em.
5 Che
ck w
ith
your
cus
tom
er t
o m
ake
sure
the
pr
oble
m h
as b
een
reso
lved
to
thei
r sa
tisf
acti
on.
6 G
ive
clea
r re
ason
s to
you
r cu
stom
er w
hen
the
prob
lem
has
not
bee
n re
solv
ed t
o th
eir
sati
sfac
tion
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
184
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
185
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029859 — Candidate Logbook — — Edexcel SVQ in Team Leading at SCQF Level 2 —
Issue 1 — January 2012January 2012 © Pearson Education Limited (Edexcel) 2012
186
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
187
Unit 12: Monitor and solve customer service problems
Unit code: F6
Unit credit: 6
Unit level: 6
Introduction
What this unit is about
Your job involves delivering and organising excellent customer service. However good the service provided, some of your customers will experience problems and you will spot and solve other problems before your customers even know about them.
This unit is all about the part of your job that involves solving immediate customer service problems. It is also about changing systems to avoid repeated customer service problems.
Remember that some customers judge the quality of your customer service by the way that you solve customer service problems. You can impress customers and build customer loyalty by sorting out those problems efficiently and effectively. Sometimes a customer service problem presents an opportunity to impress a customer in a way that would not have been possible if everything had gone smoothly.
Key words and phrases for this unit
solve problems
work with others
keep customers informed
repeated problems
choose amongst options
avoid problems
inform
monitor changes
adjust changes
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
188
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 O
rgan
isat
iona
l pr
oced
ures
and
sys
tem
s fo
r de
alin
g w
ith
cust
omer
ser
vice
pro
blem
s.
2 O
rgan
isat
iona
l pr
oced
ures
and
sys
tem
s fo
r id
enti
fyin
g re
peat
ed c
usto
mer
ser
vice
pro
blem
s.
3 H
ow t
he s
ucce
ssfu
l re
solu
tion
of
cust
omer
ser
vice
pro
blem
s co
ntri
bute
s to
cus
tom
er loy
alty
wit
h th
e ex
tern
al c
usto
mer
and
im
prov
ed w
orki
ng r
elat
ions
hips
wit
h se
rvic
e pa
rtne
rs o
r in
tern
al
cust
omer
s
4 The
ext
erna
l cu
stom
er a
nd im
prov
ed w
orki
ng r
elat
ions
hips
wit
h se
rvic
e pa
rtne
rs o
r in
tern
al
cust
omer
s.
5 H
ow t
o ne
goti
ate
wit
h an
d re
assu
re c
usto
mer
s w
hile
the
ir p
robl
ems
are
bein
g so
lved
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
189
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
190
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
191
Elem
ent
1:
Solv
e im
med
iate
cust
omer
ser
vice
pro
ble
ms
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Res
pond
pos
itiv
ely
to c
usto
mer
ser
vice
pro
blem
s fo
llow
ing
orga
nisa
tion
al g
uide
lines
.
2 So
lve
cust
omer
ser
vice
pro
blem
s w
hen
you
have
su
ffic
ient
aut
hori
ty.
3 W
ork
wit
h ot
hers
to
solv
e cu
stom
er s
ervi
ce
prob
lem
s.
4 Ke
ep c
usto
mer
s in
form
ed o
f th
e ac
tion
s be
ing
take
n.
5 Che
ck w
ith
cust
omer
s th
at t
hey
are
com
fort
able
w
ith
the
acti
ons
bein
g ta
ken.
6 So
lve
prob
lem
s w
ith
serv
ice
syst
ems
and
proc
edur
es t
hat
mig
ht a
ffec
t cu
stom
ers
befo
re
they
bec
ome
awar
e of
the
m.
7 In
form
man
ager
s an
d co
llea
gues
of
the
step
s ta
ken
to s
olve
spe
cifi
c pr
oble
ms.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
192
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
193
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
194
Elem
ent
2:
Iden
tify
rep
eate
d c
ust
omer
ser
vice
pro
ble
ms
and o
pti
ons
for
solv
ing
them
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy r
epea
ted
cust
omer
ser
vice
pro
blem
s.
2 Id
enti
fy t
he o
ptio
ns f
or d
ealing
wit
h a
repe
ated
cu
stom
er s
ervi
ce p
robl
em a
nd c
onsi
der
the
adva
ntag
es a
nd d
isad
vant
ages
of
each
opt
ion.
3 W
ork
wit
h ot
hers
to
sele
ct t
he b
est
opti
on f
or s
olvi
ng
a re
peat
ed c
usto
mer
ser
vice
pro
blem
, ba
lanc
ing
cust
omer
exp
ecta
tion
s w
ith
the
need
s of
you
r or
gani
sati
on.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
195
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
196
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
197
Elem
ent
3:
Tak
e ac
tion
to
avoi
d t
he
repet
itio
n o
f cu
stom
er s
ervi
ce p
roble
ms
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 O
btai
n th
e ap
prov
al o
f so
meb
ody
wit
h su
ffic
ient
au
thor
ity
to c
hang
e or
gani
sati
onal
gui
deline
s in
ord
er
to r
educ
e th
e ch
ance
of
a pr
oble
m b
eing
rep
eate
d.
2 Act
ion
your
agr
eed
solu
tion
.
3 Ke
ep y
our
cust
omer
s in
form
ed in
a po
siti
ve a
nd c
lear
m
anne
r of
ste
ps b
eing
tak
en t
o so
lve
any
serv
ice
prob
lem
s.
4 M
onit
or t
he c
hang
es y
ou h
ave
mad
e an
d ad
just
the
m
if a
ppro
pria
te.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
198
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
199
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
200
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
201
Unit 13: Support customer service improvements
Unit code: F7
Unit credit: 5
Unit level: 5
Introduction
What this unit is about
Organisations change the way they deliver service to their customers because customer expectations rise and because other organisations improve the services they offer. Often the most important ideas about how to improve customer service come from people dealing directly with customers.
Your job involves delivering customer service. If your organisation has decided to make changes, it is your job to support them and to present them positively to your customers. Also, by listening to customer comments you may have your own ideas about how the service you deliver could be improved.
This unit is all about how you provide support for changes that your organisation has introduced. In addition, it covers how you present your own ideas for improvements to someone in your organisation who can authorise trying out the change.
Key words and phrases for this unit
communicate changes positively
customer service improvements
customer feedback
collect information
use feedback
present possibilities for change
improve service
share ideas
implement changes
monitor change
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
202
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 H
ow c
usto
mer
exp
erie
nce
is inf
luen
ced
by t
he w
ay s
ervi
ce is
delive
red.
2 H
ow c
usto
mer
fee
dbac
k is
obt
aine
d.
3 H
ow t
o w
ork
wit
h ot
hers
to
iden
tify
and
sup
port
cha
nge
in t
he w
ay s
ervi
ce is
delive
red.
4 W
hy it
is im
port
ant
to g
ive
a po
siti
ve im
pres
sion
to
your
cus
tom
er a
bout
the
cha
nges
mad
e by
you
r or
gani
sati
on e
ven
if y
ou d
isag
ree
wit
h th
em.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
203
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
204
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
205
Elem
ent
1:
Use
fee
dbac
k to
iden
tify
pot
enti
al c
ust
omer
ser
vice
im
pro
vem
ents
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 G
athe
r in
form
al f
eedb
ack
from
you
r cu
stom
ers.
U
se c
usto
mer
fee
dbac
k pr
oced
ures
to
collec
t in
form
atio
n fr
om y
our
cust
omer
s.
2 U
se t
he inf
orm
atio
n fr
om y
our
cust
omer
s to
de
velo
p a
bett
er u
nder
stan
ding
of
thei
r cu
stom
er
serv
ice
expe
rien
ce.
3 Id
enti
fy w
ays
the
serv
ice
you
give
cou
ld b
e im
prov
ed b
ased
on
info
rmat
ion
you
have
gat
here
d.
4 Sh
are
your
ide
as f
or im
prov
ing
cust
omer
ser
vice
w
ith
collea
gues
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
206
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
207
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
208
Elem
ent
2:
Imple
men
t ch
ange
s in
cust
omer
ser
vice
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Id
enti
fy a
pos
sibl
e ch
ange
tha
t co
uld
be m
ade
to
impr
ove
cust
omer
ser
vice
.
2 Pr
esen
t yo
ur ide
a fo
r im
prov
ing
cust
omer
ser
vice
to
a c
olle
ague
wit
h th
e ap
prop
riat
e au
thor
ity
to
appr
ove
the
chan
ge.
3 Car
ry o
ut c
hang
es t
o cu
stom
er s
ervi
ce p
roce
dure
s ba
sed
on y
our
own
idea
or
prop
osed
by
your
or
gani
sati
on.
4 Ke
ep y
our
cust
omer
s in
form
ed o
f ch
ange
s to
cu
stom
er s
ervi
ce.
5 G
ive
cust
omer
s a
posi
tive
im
pres
sion
of
chan
ges
that
hav
e be
en m
ade.
6 W
ork
posi
tive
ly w
ith
othe
rs t
o su
ppor
t cu
stom
er
serv
ice
chan
ges.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
209
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
210
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
211
Elem
ent
3:
Ass
ist
wit
h t
he
eval
uat
ion o
f ch
ange
s in
cust
omer
ser
vice
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 D
iscu
ss w
ith
othe
rs h
ow c
hang
es t
o cu
stom
er
serv
ice
are
wor
king
.
2 W
ork
wit
h ot
hers
to
iden
tify
any
neg
ativ
e ef
fect
s of
cha
nges
and
how
the
se c
an b
e av
oide
d
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
212
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
213
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SV029859 — Candidate Logbook — — Edexcel SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012January 2012 © Pearson Education Limited (Edexcel) 2012
214
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
215
Unit 14 Work with others to improve customer service
Unit code: F8
Unit credit: 8
Unit level: 6
Introduction
What this unit is about
Teamwork is a key component of delivering and improving excellent customer service. The people you work with to improve customer service may include one or more of the following: team members; colleagues; suppliers; service partners; supervisors; managers; team leaders.
The delivery of excellent customer service depends on your skills and those of others. It involves communicating with each other and agreeing how you can work together to give a more effective service. You need to work together positively. You must also monitor your own and the team’s performance and change the way you do things if that improves customer service.
This unit is all about how you develop a relationship with others to improve your customer service performance.
Key words and phrases for this unit
work with others
improve customer service
contribute ideas
co-operate with others
keep commitments
monitor own performance
monitor joint performance
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
216
What
you
must
know
and u
nder
stan
d
To
achi
eve
this
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r kn
owle
dge
and
unde
rsta
ndin
g fo
r ea
ch s
tand
ard.
Kn
ow
led
ge a
nd
un
ders
tan
din
g
Typ
e o
f evid
en
ce
Date
Gen
era
l kn
ow
led
ge a
nd
un
ders
tan
din
g
1 W
ho e
lse
is inv
olve
d ei
ther
dir
ectl
y or
ind
irec
tly
in t
he d
eliv
ery
of c
usto
mer
ser
vice
.
2 The
rol
es a
nd r
espo
nsib
ilit
ies
of o
ther
s in
you
r or
gani
sati
on.
3 The
rol
es o
f ot
hers
out
side
you
r or
gani
sati
on w
ho h
ave
an im
pact
on
your
ser
vice
s or
pro
duct
s.
4 W
hat
the
goal
s or
tar
gets
of
your
org
anis
atio
n ar
e in
rel
atio
n to
cus
tom
er s
ervi
ce a
nd h
ow t
hese
ar
e se
t.
5
How
you
r or
gani
sati
on ide
ntif
ies
impr
ovem
ents
in
cust
omer
ser
vice
.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
217
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
218
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
219
Elem
ent
1:
Impro
ve c
ust
omer
ser
vice
by
wor
king
wit
h o
ther
s
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 Con
trib
ute
cons
truc
tive
ide
as f
or im
prov
ing
cust
omer
ser
vice
.
2 Id
enti
fy w
hat
you
have
to
do t
o im
prov
e cu
stom
er s
ervi
ce a
nd c
onfi
rm t
his
wit
h ot
hers
.
3 Agr
ee w
ith
othe
rs w
hat
they
hav
e to
do
to
impr
ove
cust
omer
ser
vice
.
4 Co-
oper
ate
wit
h ot
hers
to
impr
ove
cust
omer
se
rvic
e. K
eep
your
com
mit
men
ts m
ade
to
othe
rs.
5 M
ake
othe
rs a
war
e of
any
thin
g th
at m
ay a
ffec
t pl
ans
to im
prov
e cu
stom
er s
ervi
ce.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
220
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
221
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
222
Elem
ent
2:
Mon
itor
you
r ow
n p
erfo
rman
ce w
hen
im
pro
ving
cust
omer
ser
vice
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 D
iscu
ss w
ith
othe
rs h
ow w
hat
you
do a
ffec
ts
cust
omer
ser
vice
per
form
ance
.
2 Id
enti
fy h
ow t
he w
ay y
ou w
ork
wit
h ot
hers
co
ntri
bute
s to
war
ds im
prov
ing
cust
omer
se
rvic
e.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
223
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
224
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
225
Elem
ent
3:
Mon
itor
joi
nt
per
form
ance
when
im
pro
ving
cust
omer
ser
vice
What
you
must
do
To
achi
eve
this
ele
men
t of
the
uni
t yo
u m
ust
give
suf
fici
ent
evid
ence
to
dem
onst
rate
you
r co
mpe
tenc
e fo
r ea
ch s
tand
ard.
Beh
avio
urs
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
Typ
e o
f evid
en
ce
Po
rtfo
lio
R
efe
ren
ce
Date
To
mee
t th
e na
tion
al s
tand
ard
you
mus
t:
1 D
iscu
ss w
ith
othe
rs h
ow t
eam
wor
k af
fect
s cu
stom
er s
ervi
ce p
erfo
rman
ce.
2 Id
enti
fy w
ith
othe
rs h
ow c
usto
mer
ser
vice
te
amw
ork
coul
d be
im
prov
ed.
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
226
Addit
ional
evi
den
ce (
if a
pplica
ble
):
O =
DIR
ECT
OBSE
RV
AT
ION
OF T
HE
LEA
RN
ER’S
PER
FO
RM
AN
CE
BY
T
HEI
R A
SSES
SOR
PD
= P
RO
FES
SIO
NA
L D
ISC
USS
ION
Q&
A =
OU
TC
OM
ES F
RO
M O
RA
L O
R W
RIT
TEN
QU
EST
ION
ING
A =
ASS
IGN
MEN
T,
PR
OJE
CT/C
ASE
ST
UD
IES
P =
PR
OD
UC
TS
OF T
HE
LEA
RN
ER’S
WO
RK
WT
= A
UT
HEN
TIC
ST
AT
EMEN
TS/
WIT
NES
S T
EST
IMO
NY
RA
= P
ERSO
NA
L ST
AT
EMEN
TS
AN
D/O
R R
EFLE
CT
IVE
AC
CO
UN
TS
EPW
= E
XPER
T W
ITN
ESS
TES
TIM
ON
Y
CO
LUM
N
KEY
:
S =
OU
TC
OM
E FR
OM
SIM
ULA
TIO
N,
WH
ERE
PER
MIT
TED
BY
TH
E A
SSES
SMEN
T
STR
AT
EGY
RPL
= E
VID
ENC
E O
F R
ECO
GN
ITIO
N O
F P
RIO
R L
EAR
NIN
G
SVO
2985
9 —
Can
dida
te L
ogbo
ok —
SVQ
2 in
Tea
m L
eadi
ng a
t SC
QF
Leve
l 5
—
Issu
e 1
— J
anua
ry 2
012
© P
ears
on E
duca
tion
Lim
ited
201
2
227
I con
firm
tha
t th
e ev
iden
ce d
etai
led
in t
his
Uni
t is
my
own
wor
k an
d m
eets
the
req
uire
men
ts o
f th
e N
atio
nal O
ccup
atio
nal St
anda
rds.
Can
dida
te s
igna
ture
:___
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate
has
achi
eved
all t
he r
equi
rem
ents
of
this
Uni
t.
Ass
esso
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
Cou
nter
sign
ing
asse
ssor
sig
natu
re (
if a
pplica
ble)
:___
____
____
____
____
____
____
____
____
____
____
D
ate:
____
____
____
____
____
_
I con
firm
tha
t th
e ca
ndid
ate’
s sa
mpl
ed w
ork
mee
ts t
he s
tand
ards
spe
cifi
ed f
or t
his
Uni
t an
d m
ay b
e pr
esen
ted
for
exte
rnal
ver
ific
atio
n.
Inte
rnal
ver
ifie
r si
gnat
ure:
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
Cou
nter
sign
ing
inte
rnal
ver
ifie
r (i
f ap
plic
able
):__
____
____
____
____
____
____
____
____
____
____
__
Dat
e:__
____
____
____
____
___
SVO29859 — Candidate Logbook — SVQ 2 in Team Leading at SCQF Level 5 —
Issue 1 — January 2012 © Pearson Education Limited 2012
228
GT120112G:\WORDPROC\LT\PD\LOG\SVQ\SV029859 SVQ2 IN TEAM LEADING LOGBOOK. 29.11.11.DOC.1–231/1
Publications Code SVO29859 January 2012 For more information on Edexcel and BTEC qualifications please visit our website: www.edexcel.com Pearson Education Limited. Registered in England and Wales No. 872828 Registered Office: Edinburgh Gate, Harlow, Essex CM20 2JE. VAT Reg No GB 278 537121
