OCR Cambridge TEC - Level 3 Certificate/Diploma IT.

OCR Cambridge TEC - Level 3 Certificate/Diploma IT

LO1 - Understand the personal attributes valued by employers

ScenarioLO1LO2LO3  Communication is a vital skill for any individual. The effective use of communication and flexibility of styles is a highly desirable attribute to employers to maintain good working practice. This unit identifies the principles for effective communication and introduces learners to the interpersonal skills and attributes required within a work place and how different combinations and approaches are required for a range of job roles it also identifies the different IT tools available for safe and secure communication and exchange of information within an organisation. Learners will consider approaches and adapt the way they communicate, depending on their audience.  This unit will prepare learners to effectively use various communication channels, within a working environment and to understand what an employer expects of an individual and how to communicate effectively whilst developing their own personal development needs. ◦ Understand the personal attributes valued by employers ◦ Understand the principles of effective communication ◦ Be able to use IT to communicate effectively ◦ Be able to address personal development needs

ScenarioLO1LO2LO3 Learning Outcome (LO) The learner will: Pass The assessment criteria are the pass requirements for this unit. The learner can: Merit For merit the evidence must show that, in addition to the pass criteria, the learner is able to: Distinction For distinction the evidence must show that, in addition to the pass and merit criteria, the learner is able to: 1Know the technologies required for an e- commerce system P1Explain the personal attributes valued by employers M1 Explain the different personal skills that employers may require for specific IT job roles 2Understand the principles of effective communication P2Explain the principles of effective communication P3Discuss potential barriers to effective communication D1 Explain how some of the potential barriers can be reduced P4Demonstrate a range of effective interpersonal skills 3Be able to use IT to communicate effectively P5Use IT to aid communicationsM2 Explain the choices of the IT used D2 Justify the use of the IT used to aid communication P6Communicate technical information to a specified audience 4Be able to address personal development needs P7Produce a personal development plan P8Follow a personal development plan M3 Identify primary areas for improvement and how these will be achieved

ScenarioLO1LO2LO3  Learners should be taught the attributes that an employer values – if possible managers from local companies could come in for a visit and talk to learners regarding company expectations and the responsibilities of the company in terms of Health and Safety and their other statutory legal requirements. Learners should be encouraged to visit local companies to see how they operate and talk to employees as to the expectations that the company has on them to understand different working practices. They may wish to talk to friends and family who work or interview them as to the expectations of their company and job roles.  Learners should consider different requirements for different areas of the IT industry this may be network managers/technicians, game designers, programmers etc. Learners should be given job advertisements in local/ national newspapers and recruitment websites to review, to gain an understanding of the job requirements, skills and qualifications involved in getting these positions. These requirements should be discussed with the tutor and other members of the group.  Learners should also be taught about their responsibilities as employees within a workplace and the legislation that affects the workplace and them as individuals. They should research this, looking at contracts of employment to appreciate the behaviours they would need to apply when employed in any workplace.

ScenarioLO1LO2LO3  Assessment Criteria P1 - The assessment criteria could be evidenced by the use of an information booklet produced by the learners or in the form of a report. It is important that all areas of the teaching content are covered with examples to show a depth of understanding. Learners may choose to relate the leaflet to a specific job role to help them focus on the particular attributes required.  Assessment Criteria M1 - M1 could be evidenced in the form of a table detailing personal skills required for a range (three or more) of different job roles and may be an extension to P1. Learners must show knowledge and understanding of the requirements across different roles within the IT sector and the different personal skills depending on role and be able to explain these. The use of sourced job descriptions could further enhance the learners work.

ScenarioLO1LO2LO3 It is tough enough to get a job in the real world, to know what an employer is looking for on a CV, to know what to put into the letter of application. All companies differ in what they are looking for in a member of staff, and all jobs are different, requiring different attributes depending on the nature of the job. Think of the different levels of expectations that is required by a teacher through the years at Secondary Education, a high level of subject knowledge at 6 th form, a better means of adapting information for a target audience at year 07, crowd control and a compromise at Year 10 and 11. Similarly in business there are different clients that require a different level of managing, a customer at the till, a manager within the company, corporate clients, stakeholders, suppliers etc. Having the friendliness to deal with a till customer is not the same required skill as the degree of professional management as dealing with corporate customers, this requires a different level of maturity, of professional language, of dress code and appearance and a different level of preparation necessary to produce the same result, a happy client. P1.1 – Task 01 – Produce a report that identifies and explains the different personal attributes required during a candidates employability. This report needs to discuss the attributes an employer values and the employability skill sets of the the following: Title and IndexIntroductionProblem SolvingTeam Player Business SkillsIndependent WorkingPersonal SkillsPersonal Abilities Leadership QualitiesPlanning and Organisational Skills

ScenarioLO1LO2LO3 In our professional and academic lives we solve problems on a daily basis, mostly without thinking that the skills we use and have learned are an asset to doing this. Some of the problems that you as a student typically faced include:  Structuring and adapting an argument for an essay  Researching how companies manage a business situation  Dealing with an awkward situation, student or educational request  Developing a strategy to reach the next stage of a project given to you Analysing and Investigating – This is all about gathering relevant information systematically to establish facts and principles; problem solving a brief in order to determine a solution, researching the alternatives, breaking down key factors, structuring a solution that is appropriate for the client. Creativity – This is generating and applying new ideas and solutions to the problem, finding different ways of achieving the same or better results. Bus does not come, do you find a new way home, client wants to reduce down the budget, how can you be creative in reducing expenditure. Some steps of Problem Solving are fundamental: Identify the ProblemDefine the ProblemExamine the OptionsAct on a PlanLook at the Consequences

ScenarioLO1LO2LO3 What makes a good team player?  Work and Team Playing ability – Being able to manage a situation for the best results ◦ Having the ability to work confidently within a group and to inspire a work ethos in co-workers in order to achieve a goal ◦ The ability to work with others (including different ages, cultures, work ethics etc) to deliver results as planned to customers and clients who may be from different backgrounds and at different stages of development, skill sets or levels of interest ◦ Working with management and administration staff in order to achieve the best results that compromises company and customer needs  Commercial Awareness – To understand commercial realities and restrictions affecting the business ◦ Knowing current trends (sales/ technologies/ government guidelines/ legislation/ customer needs/ short and long terms goals/ the market place and market trends) ◦ Being aware of the style and ability of immediate rivals, taking this into consideration in terms of analysis and preparation  Pro-active – Being able to making things happen, pre-empting situations, showing initiative including active participation and contributions. Not everyone can be the team leader but everyone can contribute.  Co-operative – Being able to work well with others to get job done, compromising situations for a time planned result, knowing when to let go or take control, working parties, development groups, sharing company objectives through a wider scope of activity.  Responsibility - Being able to accept ownership of a situation, clarifying what you have done, owning the decisions and actions made so the action and responsibility can be attributed either successfully or unsuccessfully.

ScenarioLO1LO2LO3 Different business skills are required to be successful, such as illustrating: Written Communications - to express yourself clearly in writing, grammatically correct, being able to set the tone, understand technical and commercial detail and communicate in the same manner.  Referring carefully to guidelines and planned activities and sticking to the plans.  Recording accurately achievements in order to learn from successes and remember failures.  Writing to stakeholders/shareholders in the language they understand, knowing technical information and commercial detail. Numerical - Multiply/divide accurately and spontaneously, calculate percentages without thinking, use statistics and a calculator, interpret graphs and tables and adapt that understanding to the current scenario. Computing – Being able to demonstrate skills such as Word-processing, using databases, spread sheets, the Internet and email, designing web pages etc. Being able to adapt this practical skill to use within a business or personal environment. Written CommunicationsVerbal CommunicationsNumerical SkillsComputing Skills

ScenarioLO1LO2LO3 Verbal - Spoken and Non-Spoken Communication – This is the skill that gets you the job, CV’s and references and demonstration of skills gets you to the interview and past the practical part, verbal skills convinces others that you are the best candidate and includes being able to express your ideas clearly and confidently within a conversation, presentation or activity.  Body Language - using your body to effect, such as by using eye contact to show honesty, hand gestures to emphasise a point, head nodding to show understanding, smiling to show empathy and interest.  Listening - accurately hearing what people are saying and showing interest, being able to interpret as the conversation goes along, to show interest in what is being said, to generate empathy with the speaker.  Motivating and Supporting - giving encouragement in order to increase trust, giving thanks through praise or help, working well in a team by contributing, urging, collaborating.  Telephone Skills - being brief and keeping to the point in order to professionalise the conversation, consider in advance what to say, adapt a conversation according to circumstances, to emphasise without body language.  Gathering Information - ask open and probing questions to understand the views and feeling of others, to be able to clarify and summarise what others say so the results can be interpreted. Know how to lead questions in order to get the right answers, adapting on the spot to increase understanding.  Giving and Accepting Criticism - saying ‘sorry’ in a genuine way, allow disagreements to be brought into the open so they can be dealt with, be constructive if criticising, sandwich criticism with praise.  Persuading and Negotiating - back up your points with facts and logic, be tactful if anyone disagrees with you, being able to see both sides of an argument and sway judgement, being able to compromise for the good of the many.  Presenting - use a logical structure so it looks like you know what you are doping, be clear and concise so the audience does not get time to get bored, encourage questions for clarification and to engage the audience.  Global Skills - be able to speak and understand other languages so the customer feels rewarded and more secure in accuracy rather than lost in translation, show appreciation of other cultures, know the rules and laws of other countries to avoid making mistakes.

ScenarioLO1LO2LO3 Most jobs value staff who can work on their own steam, who can be independent just as much as they value staff who can be team players. Independent skills means the person can finish the task, will take personal responsibility for doing so, will feel obliged and manage the pressure. Staff within most jobs will spend some time working alone, being able to achieve within this timeframe is going to be beneficial to a company.  Independent - not needing to rely on others to get a job done, multitasks, accepts responsibility for views and actions and able to work under their own direction and initiative. Manages work-loads, sets personal deadlines.  Self Awareness - awareness of achievements, abilities, values and weaknesses and what you want out of life, demonstrates an understanding of the commercial realities affecting the organisation, knows their own limitations and asks for help when the limitation is met.  Self Motivation - able to act on self-initiative, to identify opportunities and be pro- active in putting forward ideas and solutions. Being ambitious, capable, reliable. Can inspire others with their work ethic.  Enthusiastic - showing real and genuine interest in the job, the company and the future. Happy to help and support, keen to get the work done, on-time, goes beyond the call of duty and limitations of current knowledge to go further, read more, understand more. Inspiring.

ScenarioLO1LO2LO3 All jobs applications and CV’s ask for personal skills, what you have done on the outside, what you bring to the company in terms of your personality and how the company might make use of this. These are hard to prove so they have to seem believable on a CV and letter of application.  Flexibility - Adapt successfully to changing situations and environments, proving themselves will to adapt, to try different methods, to self improve for the sake of getting better. When choosing a team this is the person you want, the one who will try any task. To be flexible means to be willing and keenness inspires others.  Determination – this is like ambition, wanting to get things done and done right. ◦ Hard Working – Determined people tend to take care with their work and persevere to complete tasks, they tend to push teams to do the same ◦ Drive - Determination means to get things done, to make things happen and constantly looking for better ways of doing things. Drive means to have motivation for something, to respond to pressure with willingness and gusto.  Career Minded ◦ Personal Impact/Confidence - Presents a strong, professional, positive image to others which inspires confidence and commands respect. Demonstrating confidence and impact tends to inspire, tends to make you stand out from the crowd. Employers like confident staff, confident staff deal with the issues and manage their own deadlines. ◦ Lifelong Learning - Continues to learn throughout life. Develops the competencies needed for current and future roles. Employers like this because it shows a willingness to self improve, and whatever helps a member of staff be better, helps the company be better. All learnt improvements filter down to others, benefit teams, moves the company forward.

ScenarioLO1LO2LO3 All jobs applications and CV’s ask for personal abilities, what you are like as a person, whether or not you are compatible with the company ethos, whether people will get on with you as a co-worker. These are hard to prove so they have to seem believable on a CV and interview.  Punctuality - always being on time or having things ready on time. Employers like this for two reasons, they are paying you to be on time and others will depend on you being there for their tasks. Not getting a task done on time filters down to others, getting them the blame, holding back their work, making teams unreliable or having someone take up the slack and so adding more work for them.  Being Respectful – there is a lot of things you just do not get with at work like you might at school, and demonstrating respect to employers is one of them. At a interview every action matters, every comment, every joke, all gets remembered. This is their company and they are proud of it, being disrespectful demeans this. ◦ Honesty - acting truthfully at all times – Fool me once, etc. Companies rely on the honesty of their staff and the trust that is built up between staff and other staff and staff and customers. Lying to customers disrespects a company, the company gets labelled not the staff member. ◦ Integrity - Adheres to standards and procedures, maintains confidentiality and questions inappropriate behaviour, acts in a way that is open and honest, is not easily influenced by others to act inappropriately. Integrity means trust and employers prefer to work with staff they can trust in terms of confidentiality and business functions. ◦ Fairness - sticking to the rules without having a negative effect on others, being able to see both sides, being able to come down on the side of right rather than convenience. This comes with integrity and being honest.  Dependability - People know you will do the job and do it well, they place a trust that you will get it done and therefor will work on that assumption. Staff rely on other staff, jobs often rely on other jobs getting done, the pressure in Business to achieve for the larger goal is always there.  Reliable - people can trust you and in your work and do it right, reliable is not always about being on time but about doing it properly, finished, to the quality and standards expected. This is one word that should be on your letter of recommendation, if means the company trusted you.  Professionalism - Pays care and attention to quality of work / supports and empower others, behaves in a manner that is in keeping with the employment and employer. Lawyers do not gossip, nor doctors, teachers do not joke about their students to other students, every employment have a professional standard they expect staff to live up to. ◦ Stress Tolerance - Maintains effective performance under pressure, does not let it get to them, prioritises, manages the workload by some means.

ScenarioLO1LO2LO3  Leadership Qualities – Now every job involves being a leader but the qualities of a leader are admired and recognised in any job. Good leadership requires deep human qualities, not necessarily management processes.  Examples of highly significant leadership qualities  This is a lot of qualities, any three of these can be seen at an interview. Interviewers do not just see what the job needs but what the staff can become, in a lot of professions progress within the business tarts after 3 years, Head of Department, team Leader, Supervisor etc. and these can be seen merely from Passion and Confidence.  Other qualities like Humility will be seen as Leadership is about negotiation, compromise as well as command.  Commitment and Passion are important as they serve confidence and ability, Compassion and Sensitivity go hand in hand with Wisdom and Sincerity.  All these interlinked traits can add up to a good leader and all companies that are successful have a good leader. IntegrityHonestyHumilityCourage CommitmentSincerityPassionConfidence PositivityWisdomDeterminationCompassion SensitivityInspire Belief in OthersCharismaAdaptability of Styles

ScenarioLO1LO2LO3  Planning and organisational Skills - Having the ability to plan and organise is something we all have - in fact, most of us use these skills on a daily basis. These include:  Researching - identify possibilities, keep up to date with information, keep aware of developments or issues which could impact on your project  Prioritising - identify critical tasks, arrange tasks in a logical order, adapt and adjust plans  Record Keeping - keep accurate records so that you know what has already been achieved or agreed and what needs doing, when, and by whom.  Time Management - manage time effectively, prioritising tasks and able to work to deadlines  Planning and Organising - adapt successfully to changing situations and environments, contribute ideas (in conjunction with team members) towards planning activities and effectively plan  Action Planning - decide what steps are needed to achieve goals and then implement them  The ability to multi-task - able to deal with more than one thing at a time, and be comfortable with challenge and variety  Interpersonal skills - ability to work well with other people (good communication skills and be confident and assertive, without being confrontational or aggressive)  Interpersonal sensitivity - Recognise and respect different idea - open and willing to adapt based on views

ScenarioLO1LO2LO3  Throughout this project you will analyse whether you have developed your skills towards the ideal Job opportunity. This analysis is based on Task 1, your own business and personal abilities. You will complete this task 3 times at different stages to show and outline your development.  Please complete the following table with areas in which you feel you could develop your skills. These could include skills such as presenting, team work, leadership as well as your reading / written / verbal skills. Make sure that you set your priority focus and suggest ways that you can judge success and where that evidence will be found.  The following review meeting needs to be scheduled with your ICT teacher before the deadline date. In this meeting you will discuss how you think your development needs are progressing and showing evidence of how you are reaching your target ability. Please feel free to bring along evidence to demonstrate your progress as this is needed in order to attain the higher levels. P7.1 – Task 02 - Produce a first stage personal development plan. Development Need PriorityCurrent AbilityTarget Ability Development Opportunity Criteria for judging success Time Scale Where can evidence be found 1. 2. 3. 4. 5. 6.

ScenarioLO1LO2LO3 All companies have procedures they apply to staff and rules they apply to themselves in the common working day. The importance of these vary between companies, for instance a Builders Yard is more likely to abide by the Health and Safety at Work Act because of the risk of dangers whereas an office is more like to be guided by the DPA and CMA. But there are additional risks to Health in offices that are not as apparent to those of building sites:  Health and Safety at Work Act (1974) - to provide a safe environment for employees and employers, as well as the general public  Data Protection Act (1998) - allows a person the right to know what information an organisation holds on them and the right to correct information that is wrong  Computer Misuse Act - enacted to respond to the growing threat of hacking to computer systems and data  Copyright Legislation - gives the creators of some types of media rights to control how they are used and distributed - refers to music, books, video and software  Contracts of Employment - the behaviours they would need to apply when employed in any workplace.

ScenarioLO1LO2LO3  The Health and Safety at Work Act (1974) - The Health and Safety at Work Act (1974) is one of the major employment laws designed to protect companies and workers against injuries suffered at work. The Act itself is several thousand pages and covers almost everything form what clothes to wear, what hours to work, where to store products and by products, fire risks and how to avoid dangers.  For instance, when it comes to using ICT equipment safely is important for your health. All businesses, no matter their size or type, have a legal responsibility to reduce the risk of workplace dangers and provide safe and healthy conditions for employees to work in, for customers to enter the premises and for suppliers to deliver goods or any other business practice that could be affected by the activities of the business P1.2 - Task 03 - Produce a report describing the problems, dangers and preventative measures employees/ employers need to take to prevent injury or injuring others who use ICT equipment. The LawDangersPreventions Health and Safety at Work Act (1974) RSI (Repetitive strain injury - performing the same task repeatedly) Stress (operating computers, inability to get the computer to perform desired function) Working Environment (ergonomics, lighting, clutter, layout of equipment, wires, food and drink…) Physical prevention - breaks, stretches, ergonomic work environment, appropriate equipment - wrist wrests, back support, optimal height for seating and viewing screen Technical prevention - Shortcuts, help, colour

ScenarioLO1LO2LO3 The Health and Safety at Work Act means that employers have a duty to look after the health and safety of their employees.  They have to assess the risk of the employee getting hurt or becoming ill and do all they can to avoid it happening  People who use computers for most of the day are exposed to certain risks, and these are the people the regulations cover What does the employer have to do? Employers need to look at:  the whole workstation including equipment, furniture, and the work environment  the job being done  any special needs of individual staff  They have to assess the risks and do as much as they can to reduce them. Spot the possible hazards within the office.

ScenarioLO1LO2LO3  Below is a spider diagram (You can enlarge it if needed) which highlights some of the safety issues that could be found at work and how it these can be avoided.

ScenarioLO1LO2LO3  Legal Measures to Protect - Measures employers should take include: ◦ Understanding the law make sure someone in your organisation has a health and safety brief covering all areas, not just computers. ◦ Being aware of the health risks the government officially recognises some of the risks although there are some grey areas you'll need to make up your own mind about. ◦ Assessing the risks using procedures set out in the law be systematic and get help if you need it. ◦ Get a health and safety audit done by a competent organisation if necessary. ◦ Taking steps to minimise the risks this may only involve taking simple measures. ◦ Training all users to recognise the risks if people aren't aware of the dangers they can't take adequate precautions to protect their health. ◦ Taking users views seriously if users feel there is something wrong there often is.  What problems are there? - Most of the problems are caused by the fact that people are sitting in the same position doing the same task over and over again. ◦ Sitting at the wrong height and in the same position for long periods of time is the most common cause of back pain. ◦ Using the keyboard and fingers and repeatedly making the same small movement over and over again can cause carpal tunnel syndrome and other forms of RSI - repetitive strain injury. ◦ Glare or reflections from windows or lights and a dirty screen are the most common cause of eyestrain and headaches.  Manufacturers are required to ensure that their products comply, such as: ◦ Notebook PCs are not suitable for entering large amounts of data ◦ Keyboards must be separate and moveable ◦ Screens must tilt and swivel

ScenarioLO1LO2LO3  The Risks - With the increase in computer use, a number of health and safety concerns related to vision and body aches and pains have arisen. Many problems with computer use are temporary and can be resolved by adopting simple corrective action. Most problems related to computer use are completely preventable.  However it is important to seek medical attention if you experience any symptoms: ◦ RSI - Usually affects hands, wrists, elbows, arms, shoulders and neck ◦ Continual or Recurring Discomfort ◦ Aches and Pains ◦ Throbbing and Tingling ◦ Numbness and Stiffness ◦ Burning Sensation  HSE says more than 100,000 workers suffer to some degree  Repetitive Strain Injury - If you work in an office and use a computer, it is now recognised that you can get RSI from over using a keyboard. Repetitive Strain Injuries occur from repeated similar physical movements doing damage to tendons, nerves, muscles, and soft body tissues  The rise of computer use and flat, light-touch keyboards that permit high speed typing have resulted in an epidemic of injuries of the hands, arms, and shoulders. Use of pointing devices like mice and trackballs can cause as much damage.  The thousands of repeated keystrokes and long periods of clutching and dragging with mice slowly accumulates damage to the body. This can happen even more quickly as a result of typing technique and body positions that place unnecessary stress on the tendons and nerves in the hand, wrist, arms, and even the shoulders and neck  Lack of adequate rest and breaks and using excessive force almost guarantee trouble.

ScenarioLO1LO2LO3  Repetitive Strain Injury - What are the Symptoms? ◦ Tightness, discomfort, stiffness, soreness or burning in the hands, wrists, fingers, forearms, or elbows ◦ Tingling, coldness, or numbness in the hands ◦ Clumsiness or loss of strength and coordination in the hands ◦ Pain that wakes you up at night ◦ Feeling a need to massage your hands, wrists, and arms ◦ Pain in the upper back, shoulders, or neck associated with using the computer  A solution is to have correctly positioned keyboards and adjustable chairs so that the angle between the wrist and hand is correct. Wrist supports can also be used and workers should be allowed regular breaks.  Eye Strain - According to the London Hazards Centre, more than 70% of people working with screen for more than 6 hours a day have found that they experience visual problems. The most common of these are eyestrain, double vision, temporary short-sightedness and visual tiredness. Although computer usage has not been proven to cause permanent damage to healthy eyes, there is evidence to suggest that small vision defects may start to cause problems when carrying out more visually demanding tasks.  Eye Strain - Concerns. Computer Screens have been blamed for causing eyestrain and there are claims that prolonged exposure can lead to the development of cataracts. Companies provide free eye tests for employees working with VDU's and legislation concerning the ambient lighting in the room has been introduced.  An employer may also provide screen filters that increase contrast and reduce background reflections. The screens should be positioned correctly to reduce external reflections from windows or blinds should be used to reduce the light reaching the screen from the window. Glare Improper lighting Improperly corrected vision (wrong glasses) Poor work practices Poorly designed workstations

ScenarioLO1LO2LO3  Computers And Stress - October 2003: Computer users need to stem the stress their machines cause them before it damages health, according to a survey. Nine out of 10 are regularly annoyed by slow, crashing machines, while time wasted fixing problems makes it worse, say security experts Symantec. A Health and Safety Executive survey of 700 managers said £1.24 billion a year was lost because of stress-related sickness and lost productivity, and an increasing amount of stress is caused by computers in the workplace. The top five causes of computer related stress were:  More than a third of men and women will resort to extreme behaviour when confronted with computer frustration, such as violence, swearing, shouting and slapping the keyboard.  Computers And Stress - Stress is a major health problem, which costs the UK billions of pounds every year. Stressed employees are more susceptible to other health problems e.g. heart disease and ulcers. Stress, in itself, is an illness that can cause long-term absence from work. Stress in the workplace is made worse by: ◦ Using computers to monitor employee’s performance ◦ “Technophobia” (the fear of computers by older staff and their concern that they will become de-skilled by the introduction of IT) ◦ Pagers, Mobile Phones and Laptops mean that an employee can never truly be away from the office. ◦ “Information overload” (computers can bombard people with more information than they can assimilate)  There is evidence that ICT workers suffer particularly from stress, possibly because the pace of change in ICT is so great that many feel under pressure to keep up with every new development. Slow performance and system crashes Spam, scams and too much e-mail Pop-up adsVirusesLost or deleted files

ScenarioLO1LO2LO3  Stress – This is one of the major factor in work-related illness. Ways in which computers put pressure on workers ◦ They may be used to monitor performance ◦ They induce fear and panic - particularly in older people ◦ It can be impossible to escape technology like Mobile phones, modems, laptops ◦ Information overload ◦ Speed of development contributes to stress-related illnesses  General Aches and Pains - Workers may complain of stiff necks or back problems related to their work. The solution is to have the correct poise between the positions of the keyboard the head and the VDU. This requires swivel mounted VDU's and adjustable chairs and the use of foot rests.  Physical Prevention - General precautions to avoid musculoskeletal problems include: ◦ Taking regular breaks from working at your computer a few minutes at least once an hour ◦ Alternating work tasks ◦ Regular stretching to relax your body ◦ Using equipment such as footrests, wrist rests and document holders if you need to ◦ Keeping your mouse and keyboard at the same level ◦ Avoiding gripping your mouse too tightly hold the mouse lightly and click gently ◦ Familiarise yourself with keyboard shortcuts for applications you regularly use (to avoid overusing the mouse)  Technological Precautions - Consideration can be take over the location and position of your physical environment including: Keyboards, Monitors and Mouse Chairs Desk space Physical environment

ScenarioLO1LO2LO3  The Ergonomic Environment - Ergonomics refers to the design and functionality of the environment, and encompasses the entire range of environmental factors. Employers must give consideration to: ◦ Lighting: office well lit, with blinds ◦ Furniture: chairs of adjustable height, with tilting backrest, swivelling on five-point base ◦ Work space: combination of chair, desk, computer, accessories, lighting, heating and ventilation all contribute to overall well-being ◦ Noise: e.g. noisy printers relocated ◦ Hardware: screen must tilt and swivel and be flicker-free, the keyboard separately attached ◦ Software: should facilitate task, be easy to use and adaptable to user’s experience

ScenarioLO1LO2LO3  The Ergonomic Environment - Employers, including schools and universities, are obliged to carry out a risk assessment of all workstations and reduce risks to "the lowest extent reasonably practicable". NB: Workstations which will be used by more than one person - such as in libraries or classrooms - must be flexible enough to meet different people's needs. For example, they must be adaptable to suit people of varying heights.  Desk - The desk or table must be large enough to allow the monitors, keyboard etc to be correctly positioned.  Surface should be in a matt finish, to avoid reflective glare  In general desks used for computer-based work need to be larger than traditional desks  Should also be low enough to allow you to keep your forearms horizontal or sloping downwards slightly and high enough to allow your thighs underneath it  Elbows should be at an angle of at least 90 degrees when sitting at it, and your arms should not be extended in front of you  Chair - This should be high enough to allow you to sit comfortably over the keyboard.  Should swivel: five castors will ensure that it is stable. The seat must be adjustable in height, and the backrest must be adjustable backwards and forwards as well as up and down.  Backrest must be firm against your back  You should not lean back, but sit upright with the back supporting you  If the chair has arms, these must allow you to get close enough to the desk and still be able to swivel the chair; however, arms are unnecessary and in many cases make a chair unsuited to computer work  Some experts believe the chair's seat should be tilted forwards, throwing the weight on to your feet which must be flat on the floor. If your feet do not reach the floor comfortably, you must have a footrest - Specialist footrests are available.  You should not wear high heels while using the computer.

ScenarioLO1LO2LO3  Keyboard - The keyboard should have a matt finished surface to avoid reflective glare.  Should be separate from the monitor and easily adjustable, with clearly marked keys  Should be easy to use - for example, keys should not stick - and the desk should be large enough to allow adequate space in front of it to position your hands properly  Monitor - The screen(s) should have easily adjustable brightness and contrast controls and be easy to tilt or swivel.  There should be no reflective glare; some models will benefit by fitting an additional anti-glare screen (these are very cheap)  Make sure that you sit far enough away from the monitor(s) you are using; most people's natural distance for comfortable vision is 20-24 inches  If the table supporting your computer is too narrow to allow this, it is breaking the Regulations  Lighting - Lighting should be appropriate for all editing tasks performed at the workstation, e.g. reading the screen, keyboard work, referring to paperwork etc…  Must not cause glare or reflections on the monitor(s)  Workstation should be positioned in order to reduce glare and reflections to a minimum, and if necessary windows must have blinds to keep out direct light and overhead lights should have diffusers  Another way to reduce reflections is to avoid brightly painted or shiny white walls  In the UK, lighting is also covered by the Lighting at Work Regulations (1987) - these state that if fluorescent lights flicker to the extent that most people are aware of it, they should be replaced. However, flickering fluorescent lights may cause headaches in susceptible people at levels which are not obvious to most people, so should always be considered as a cause of sudden bouts of pain and disturbed vision.

ScenarioLO1LO2LO3  Environment - Computers generate heat, but this must be controlled to a "comfortable" level, if necessary by the use of fans and/or air conditioning.  At the same time, the air must not be too dry or too damp  Background noise must not be so high that you find it difficult to concentrate or need to shout  Radiation must be reduced to "negligible" levels  In general you should have enough space to be able to change position and vary your movements  You should take regular breaks from the computer, ideally five minutes every half an hour - This relieves eye strain as well as helping to prevent RSI.  Design of Tasks - If possible, it is better for employees to have a change of task rather than sit in front of a screen all day. If that isn’t possible, they will need to take regular breaks.  The fact that computers provide a record of every working moment can put a lot of stress on employees who are expected to meet very demanding targets.  Employers can help by providing the right training and setting realistic targets.  They should also make sure that the employees have regular eyesight checks.

ScenarioLO1LO2LO3  Training - Employees should be trained so that they understand:  how to adjust the furniture so that they are sitting properly  how to adjust the monitor setting depending on the lighting in the room  that it is important to change position regularly  that they must actually take their breaks - regular short breaks are better than one longer one  how to report any problems they may have  Summary - Employers have a duty to look after the health and safety of their employees.  Employers need to assess the working environment, the type of job carried out and any special requirements of their employees.  Risks must be assessed and all efforts made to reduce them.  Most problems for ICT workers can be reduced by having the correct height work surface, an adjustable chair and the correct lighting.  Regular breaks and annual eye checks are also very important  Employees should have the appropriate training to minimize the risk of injury

ScenarioLO1LO2LO3  Data Protection Act 1988 - This Act applies to personal information about an individual  The Act defines a legal basis for handling in the United Kingdom of information relating to people living. It is the main/only piece of legislation that governs protection of personal data in the UK. Although the Act does not mention privacy, in practice it provides a way in which individuals can enforce the control of information about themselves. Most of the Act does not apply to domestic use, for example keeping a personal address book. Businesses operating in the UK are legally obliged to comply with this Act, subject to some exemptions. ◦ Compliance with the Act is enforced by an independent authority, the Information Commissioner's Office (ICO). The ICO maintains guidance relating to the Act  It is aimed at protecting the rights of the individual to privacy. The Act is quite complex but there are basically eight common sense rules - known as the ‘data protection principles’  Gives important rights to the person about whom the data is held about. This includes the right to know what information is held, including information held by an employer, and the right to correct information that is wrong ◦ Compensation can be claimed through the courts if an organisation breaches this Act and causes damage, such as financial loss, claim for distress caused as a result of the incident  If an organisation holds any data on individuals, it must register under the Act. ◦ Employees must adhere to the Act and the employer will have rules/ guidelines to follow ◦ The employer will be prosecuted if they break this law and if an employee is found to be negligent, he/she may be liable for prosecution too.

ScenarioLO1LO2LO3  The Act defines eight principles of information-handling practice: 1. Personal data shall be processed fairly and lawfully and, in particular, shall not be processed unless conditions are met. 2. Personal data shall be obtained only for one or more specified and lawful purposes, and shall not be further processed in any manner incompatible with that purpose or those purposes 3. Personal data shall be adequate, relevant and not excessive in relation to the purpose or purposes for which they are processed 4. Personal data shall be accurate and, where necessary, kept up to date 5. Personal data processed for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes 6. Personal data shall be processed in accordance with the rights of data subjects under this Act 7. Appropriate technical and organisational measures shall be taken against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data 8. Personal data shall not be transferred to a country or territory outside the European Economic Area unless that country or territory ensures an adequate level of protection for the rights and freedoms of data subjects in relation to the processing of personal data. Basically this means that data must be: 1. fairly and lawfully processed (used) 2. used for limited purposes 3. adequate and relevant - only what is needed may be used 4. accurate 5. not kept for longer than is necessary 6. accessible to the individual and able to be corrected or removed where necessary 7. secure 8. not transferred to countries without adequate protection. P1.3 - Task 04 - Produce a report describing the risks and the measures employees/employers need to consider when dealing within data held

ScenarioLO1LO2LO3  Just buying a book, CD, video or computer program does not give you the right to make copies (even for private use) or play or show them in public. The right to do these things generally belongs to the copyright owner, so you will need their permission to use their material.  Copyrighted images versus copyright free images – They say free stuff is worth every penny you pay for it. The internet is full of images, every picture you could want, who would notice if you took it. Copyright is the second most important and quoted law in ICT, the one that is breached the most and one that is considered thin in terms of prosecution and effect.  What is protected by copyright? - Copyright protects original literary, dramatic, musical and artistic works, published editions of works, sound recordings (including CDs), films (including videos and DVDs) and broadcasts. The creator of the material has the right to control the way their work can be used. Their rights cover such things as:  So copyright is a type of ‘intellectual property’ and, like physical property, cannot usually be used without the owner’s permission. P1.4 – Task 05 – Describe the intention of the Copyright Act and describe the risks and the measures you need to take to prevent illegal use of resources. What is it?Adhering to Legislation CopyingAdaptingDistributing Communicating through Electronic means to the Public Renting or Lending Copies to the Public Performing in Public

ScenarioLO1LO2LO3  What about computer programs and material stored in computers? - A computer program is protected as a literary work.  Converting a program into or between computer languages and codes counts as ‘adapting’ a work  Storing any work in a computer involves ‘copying’ the work  Running a computer program or displaying work on a VDU will usually involve ‘copying’  Is material on the internet protected by copyright? - Copyright material sent over the internet or stored on web servers will usually be protected in the same way as material recorded on other media.  So if you want to put copyright material on the internet to distribute or download copyright material that others have put on the internet, you will need to make sure that you have permission from the people who own the rights in the material  Does copyright have to be registered? - Copyright protection in the UK is automatic, No registration system is necessary, i.e. no forms to complete and no fees to pay.  Does work have to be marked to claim copyright? - In some countries you must mark the work with the international © mark followed by the creator’s name and the year of creation. (Additional information could be included such as how far you are happy for others to use your copyright material without permission)  Not necessary in the UK, but helps if action is taken when copyrighted materials is used without required permission.

ScenarioLO1LO2LO3  The Computer Misuse Act – This Act is designed to protect computer users against wilful attacks and theft of information. Offences under the act include hacking, unauthorised access to computer systems and purposefully spreading malicious and damaging software (malware), such as viruses.  Unauthorised access to modify computers include altering software and data, changing passwords and settings to prevent others accessing the system, interfering with the normal operation of the system to its detriment.  The act makes it an offence to access or even attempt to access a computer system without the appropriate authorisation. Therefore, even if a hacker tries to get into a system but is unsuccessful they can be prosecuted using this law. The act also outlaws "hacking" software, such as packet sniffers, that can be used to break into or discover ways to get into systems.  What the Law States – Part 1:  1 - Unauthorised access to computer material.  (1)A person is guilty of an offence if— ◦ (a) he causes a computer to perform any function with intent to secure access to any program or data held in any computer, or to enable any such access to be secured; ◦ (b) the access he intends to secure, or to enable to be secured, is unauthorised; and ◦ (c) he knows at the time when he causes the computer to perform the function that that is the case.  (2)The intent a person has to have to commit an offence under this section need not be directed at— ◦ (a)any particular program or data; ◦ (b)a program or data of any particular kind; or ◦ (c)a program or data held in any particular computer.

ScenarioLO1LO2LO3  2 - Unauthorised access with intent to commit or facilitate commission of further offences.  (1) A person is guilty of an offence under this section if he commits an offence under section 1 above (“the unauthorised access offence”) with intent— ◦ (a) to commit an offence to which this section applies; or ◦ (b) to facilitate the commission of such an offence (whether by himself or by any other person);  (2) It is immaterial for the purposes of this section whether the further offence is to be committed on the same occasion as the unauthorised access offence or on any future occasion.  (4) A person may be guilty of an offence under this section even though the facts are such that the commission of the further offence is impossible.  3 Unauthorised acts with intent to impair, or with recklessness as to impairing, operation of computer,  (1)A person is guilty of an offence if— ◦ (a) he does any unauthorised act in relation to a computer; ◦ (b) at the time when he does the act he knows that it is unauthorised; and  (2)This subsection applies if the person intends by doing the act— ◦ (a) to impair the operation of any computer; ◦ (b) to prevent or hinder access to any program or data held in any computer; ◦ (c) to impair the operation of any such program or the reliability of any such data  (3) A person guilty of an offence under this section shall be liable— ◦ (a) on summary conviction in England and Wales, to imprisonment for a term not exceeding 12 months (6 months in Scotland) or to a fine not exceeding the statutory maximum or to both; ◦ (b) on conviction on indictment, to imprisonment for a term not exceeding ten years or to a fine or to both

ScenarioLO1LO2LO3  Spyware: Spyware is computer software that is installed secretively on personal computers that either intercept or take partial control over the user's interaction with the computer, without the user's informed consent. The term spyware suggests software that secretly monitors the user's behaviour; the functions of spyware extend well beyond simple monitoring.  This is an example of spyware program that installs itself onto the machine or tries to. The box that pops up on the screen tells the user that their clock is not up to date an option of installing it or cancelling but both are fake, the whole image including the buttons is all part of the spyware. When installed this particular piece of spyware which pretends to be a windows program then leaves a tracer on the machine that gathers information about the user and then uses this information for spying, gathering such things as credit card details, log in names and passwords and account information.  Spyware has a general negative effect on the internet and has the overall ability to steal personal and important information off of the computer user. Pornography websites as a whole have a tendency to be unsafe and lacking in protection due to their overall professionalism lacking. This means that they are quite popular for spyware content and hacking.  Malware: Malware is software specifically designed to infiltrate or damage a computer system without the owner's consent. The term is an amalgamation of the words malicious and software. The expression is a general term used by computer professionals to mean differing forms of hostile, intrusive, or annoying software or program code.  Spyaxe is an example of a particularly nasty version of malware that installs itself onto the user’s computer and then runs and tells the user that they have spyware on their machine. The scan itself is fake but the user won’t be able to see this. It then says that there is particularly spyware on the machine and in order to be able to fix it the user needs to upgrade to the full version of spyaxe. The user feeling that they have already been hacked goes onto the spyaxe website and pays for the full version. The company then uses their credit card details to steal everything they can. If the user tries to remove this program off the machine then spyaxe claims a breach in copyright and threatens to sue.

ScenarioLO1LO2LO3  Viruses - A computer virus is something that will copy and attach itself to a computer’s code. A virus can only spread from one computer to another when its host is taken to the uninfected computer, for instance by a user sending it over a network or the Internet. Viruses are sometimes confused with computer worms and Trojan horses. A worm can spread itself to other computers without needing to be transferred as part of a host, and a Trojan horse is a file that appears harmless. Worms and Trojans may cause harm to either a computer system's hosted data, functional performance, or networking throughput, when executed. In general, a worm does not actually harm either the system's hardware or software.  The “Iloveyou” virus was created by a Philipino teenager to impress his girlfriend. An email was sent out with a VBS attachment saying “Iloveyou”. When the user opened up the VBS file the email raided the outlook express book and sent itself on to everybody in their using their username. Within one hour of the virus being released 20,000 computers were infected, within three hours this had risen to 5 million. All together this cost one billion pounds worth of damage worldwide causing a complete destruction of networks and the shutting down of several major systems.  The “lovesan” virus was created by a German teenager in order to help out his mums failing computer business. Like the “Iloveyou” virus this was an attachment within an email that within three hours had managed to bring down the NHS network centre, the French water system and the entire Swiss rail network. All together this virus cost untold amount of damage across the world.  Worms - These are in some ways a lot like a computer virus in the way that they tend to replicate themselves and sends copies of itself through the use of a network this usually goes on with little to no intervention from the user. When worms are put into action it is highly likely that it will cause some damage to a network or computers often the best case scenario is for it just to take up some of the bandwidth. Sometimes however a worm can be created with the best intentions but easily cause some unintended disruption.  Trojans – These are files that actually get emailed to you that have the virus hidden within the code. This is much more difficult to pick up because virus checkers tend to look within specific strings of code but a good Trojan can break itself up into little sections so the strings are not recognised. And then when the activation date is due it tends to put itself back together again and breaks itself out of the file. These are a lot harder to detect but once released from the file they will do the same kind of damage that all other viruses will do. They are called Trojans because it is way of getting onto your machine.

ScenarioLO1LO2LO3  Hacking has been around almost as long as the Internet; some people just love to try and break into a computer system. Prior to 1990, there was no legislation in place to tackle the problems caused by hacking. Although everyone knew that it was wrong and should be against the law, there was nothing that anyone could do about it.  As the problem grew, it became apparent that specific legislation was needed to enable hackers to be prosecuted under the law. So, in 1990, the Computer Misuse Act was passed.  The Computer Misuse Act (1990) recognised the following new offences: ◦ Unauthorised access to computer material ◦ Unauthorised access with intent to commit or facilitate a crime ◦ Unauthorised modification of computer material. ◦ Making, supplying or obtaining anything which can be used in computer misuse offences.  The originally definition of a hacker was a talented computer programmer that could solve almost any problem very quickly, often by innovative, unconventional means. Today it is sometimes used to mean someone that tries to break into other people's computers or creates a computer virus, which isn't quite as noble a concept. The last of the true hackers, Richard Matthew Stallman was born in New York City in 1953. He joined the group of hackers at the MIT Artificial Intelligence Laboratory (AI Lab) in 1971. In 1996 he quoted "The hacker ethic refers to the feelings of right and wrong, to the ethical ideas this community of people had -- that knowledge should be shared with other people who can benefit from it, and that important resources should be utilized rather than wasted."virus Richard Matthew StallmanAI Lab  Today, mainstream usage mostly refers to computer criminals, due to the mass media usage of the word since the 1980s. This includes script kiddies, people breaking into computers using programs written by others, with very little knowledge about the way they work. This usage has become so predominant that a large segment of the general public is unaware that different meanings exist. While the use of the word by hobbyist hackers is acknowledged by all three kinds of hackers, and the computer security hackers accept all uses of the word, free software hackers consider the computer intrusion related usage incorrect, and try to disassociate the two by referring to security breakers as "crackers" (analogous to a safecracker). P1.5 – Task 06 – Describe the intention of the Computer Misuse Act, and describe the risks and the measures you need to take to prevent illegal use or access to resources.

ScenarioLO1LO2LO3  Contracts of Employment – When a company needs new staff, more staff or change the levels of a current member of staff, Human Resources, with the consent of management, draw up a Contract of Employment that states legally the terms and conditions of employment for that member of staff. This is a legal document, and states the roles and duties the staff member will be held to.  At the date of hiring that employee will have the right to negotiate the terms of the contract. For instance part of a Teaching contract is Parents Evening attendance, hours of duty, Subject specifics, Pay and a list of other things. Anything added to the contract after acceptance can again be negotiated and refused.  Job Descriptions – Human Resources will draft the job description on behalf of the management and HOD. This will be agreed with all parties before a job advert is placed and is available to the prospective employee or applicant. This Job description outlines the duties of the member of staff, and is usually global in its expectation. Prospective employees read this by prospective employees to see if they are up to the task. For instance a checkout person might be expected to stock shelves as well, the job description will make this clear. P1.6 – Task 07 – Describe how a Contract of Employment and Job Description can be used to limit the suitability of candidates for jobs. Contracts of EmploymentJob Descriptions

ScenarioLO1LO2LO3  Within the IT industry, there are several different job roles, such as:  Find 2 job adverts from www.monster.co.uk that you feel would be suitable for your current or future skills.www.monster.co.uk M1.1 – Task 08 - Pick 2 jobs role from the list above, and highlight the key personal attributes required based on the job specification - include job advert selected Network Manager Project Manager Database Administrator WebmasterProgramming Computer & Information Systems Manager Help Desk Technician Network Architect Network Engineer Security Specialist Applications Engineer ICT Procurement Quality Manager Data Entry Clerk Web Designer Web Developer Web Administrato r Computer Gaming Programmers Computer Gaming Designers Computer Graphics and Animation QA & Tester Leadership QualitiesPlanning And Organisational SkillsProblem SolvingTeam Player Business SkillsIndependent WorkersPersonal SkillsPersonal Abilities

ScenarioLO1LO2LO3  As there several different types of job roles within the IT industry, it is always good to understand the range skills required M1.2 – Task 09 – Within a table, explain the different personal skills that employers may require for specific IT job roles  For this you will need to compare the two jobs, what skills are asked of more, what attributes are more important, how do the job roles compare. AttributesLegislations Leadership Qualities Planning And Organisational Skills Problem Solving Team Player Business Skills Independent Workers Personal Skills Personal Abilities Health and Safety at Work Act (1974) Data Protection Act (1998) Computer Misuse Act (1990) Copyright Legislation

ScenarioLO1LO2LO3 The following review meeting needs to be scheduled with your ICT teacher before the deadline date. In this meeting you will discuss how you think your development needs are progressing and showing evidence of how you are reaching your target ability. Please feel free to bring along evidence to demonstrate your progress as this is needed in order to attain the higher levels. P7.2 – Task 10 – Complete the Review Meeting 1, outlining the current development needs for the jobs specified as Stage 1 of your personal development plan.  For this you will need to complete the table below as part of the PDP document. You are not expected to have gained all the skills necessary to apply for your dream ICT job but you will need to specify, based on the work for this LO so far, what you have learned and understood about the nature of employment, the Laws and the expected abilities needed for an ICT position. You may also specify what you have learned from the Merit Criteria in analysing current job documentation and specifications and highlight your understanding of these in the Progress Made section. Review Meeting 01 Development NeedProgress Made 1. 2. 3. 4. 5. 6. Signed:

ScenarioLO1LO2LO3 P1.1 - Task 01 - Produce a report that identifies and explains the different personal attributes required during a candidates employability. P7.1 – Task 02 - Produce a first stage personal development plan. P1.2 - Task 03 - Produce a report describing the problems, dangers and preventative measures employees/employers need to take to prevent injury or injuring others who use ICT equipment. P1.3 - Task 04 - Produce a report describing the risks and the measures employees/employers need to consider when dealing within data held P1.4 – Task 05 – Describe the intention of the Copyright Act and describe the risks and the measures you need to take to prevent illegal use of resources. P1.5 – Task 06 – Describe the intention of the Computer Misuse Act, and describe the risks and the measures you need to take to prevent illegal use or access to resources. P1.6 – Task 07 – Describe how a Contract of Employment and Job Description can be used to limit the suitability of candidates for jobs. M1.1 – Task 08 - Pick 2 jobs role from the list above, and highlight the key personal attributes required based on the job specification - include job advert selected M1.2 – Task 09 – Within a table, explain the different personal skills that employers may require for specific IT job roles selected. P7.2 – Task 10 – Complete the Review Meeting 1, outlining the current development needs for the jobs specified as Stage 1 of your personal development plan.

LO2 - Understand the principles of effective communication

ScenarioLO1LO2LO3 Cube Systems have been approached by the local job centre to produce a range of publications, that can be used by their clientele to help reduce unemployment, by gaining valuable information about communications and employability skills.  In order to do so, they need to appreciate the knowledge and understanding of different forms of communication skills within employment. The effective use of communication and flexibility of styles is a highly desirable attribute to employers to maintain good working practices.  This second section is all about identifying and understanding the various different communication methods that are valued by employers, such as: ◦ Interpersonal Skills (Verbal / Questioning Techniques) ◦ Written Communications ◦ Aids and Barriers to Effective Communication Skills - Investigate what makes these different methods of communication effective when delivering their message  FOCUS on the DOs and DON'Ts to effective communication ◦ Proof-Reading Documents LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3  P2 - Explain the principles of effective communication  P3 - Discuss potential barriers to effective communication  P4 - Demonstrate a range of effective interpersonal skills  D1 - Explain how some of the potential barriers can be reduced LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Within a report, you need to provide evidence for the following 3 areas: 1. Interpersonal and Communication Skills Interpersonal and Communication Skills 2. Aids and Barriers to Effective Communications Aids and Barriers to Effective Communications 3. Proof-Reading Documents Proof-Reading Documents LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Assessment Outcome - P2 Task 3 (P2.1) - Produce a report on 5 different communication methods, focus on the principles (aids) of effective use Task 6 (P2.2) - Complete document Unit 01 – LO2 - Barriers, discussing the barriers to communications, by focusing on language, distraction, noise and lack of concentration ◦ How could the barriers be reduced? Task 7 (P2.3) - You need to explain the different forms of checks/techniques that can be carried out and how they can be beneficial Assessment Outcome – P3 Task 4 (P3) - For the 5 different communication methods selected, focus on the barriers to effective use (Good Practice and Common Mistakes), supported by examples LO2ScenarioCriteriaTasks123Assessment PurposeMedium Style & Delivery  Text, Formatting & Layout  Writing Style / Language  Speed of Delivery Message & Readability  Age, Cultural and Emotional  Audience  Accessibility

ScenarioLO1LO2LO3 Assessment Outcome - P4 Task 1 (P4.1) - Create a series of notes, considering effective use of communications within employment, include examples, so that you can hold a discussion on the reasons why these types of skills are vital. Task 2 (P4.2) - Group Discussion - A discussion should develop and evolve through thoughts and opinions Assessment Outcome - D1 Task 5 (D1) - For the 5 different communication methods selected, suggest techniques that could be used to reduce the potential barriers when used as a communication method LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Within the everyday walk of life, an employee MUST highlight and evidence a range of skills to ensure they remain professional and able. ------------------------------------------------------------------------------------------- Task 1 (P4.1) - Create a series of notes, considering effective use of communications within employment, include examples, so that you can hold a discussion on the reasons why these types of skills are vital. Using the following headings:  Verbal Conversations / Exchanges Verbal Conversations / Exchanges  Questioning Techniques Questioning Techniques  Written Communication Written Communication Task 2 (P4.2) - Group Discussion - A discussion should develop and evolve through thoughts and opinions on the following areas: Remember a discussion is not scripted so reading from notes is not a discussion!! As part of the discussion, you will be assessed on contribution, identified examples and understanding Gathering of InformationUnderstandingCultural Differences Meet Needs of AudienceWhy are they appropriate? Potential Improvements for Use LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 When discussing the different forms of verbal communications, you need to consider: Based on the forms of verbal communications discussed above, relate them to: REMEMBER these are just examples USE your own in addition! VERBAL (TECHNICAL & NON-TECHNICAL) Face-to-Face (meetings, interviews, discussion, etc...) Telephone Presentations VerbalLip ReadingSignTone Use of Body Language (Head / Eyes / Hands / Nodding) IntonationSummarisingParaphrasing LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 LO2ScenarioCriteriaTasks123Assessment When discussing the different forms of Questioning Techniques, you need to consider: Based on the forms of Questioning Techniques discussed above, relate them to: REMEMBER these are just examples USE your own in addition! Open (difficult to analyse) Closed (options) Probing Questions (linked) Response Times PurposeUnderstanding Behaviour Awareness Cultural Influence

ScenarioLO1LO2LO3 LO2ScenarioCriteriaTasks123Assessment When discussing the different forms of written communications, you need to consider: Based on the forms of verbal communications discussed above, relate them to: REMEMBER these are just examples USE your own in addition! Emotions (emoticons) Note TakingSummarisingToneStyle WRITTEN (TECHNICAL & NON-TECHNICAL) Email Letters Reports Notes Presentations etc...

ScenarioLO1LO2LO3 Click on the above links for additional information Task 3 (P2.1) - Produce a report on 5 different communication methods, focus on the principles (aids) of effective use: (Click on the links for additional information) Task 4 (P3) – For the 5 different communication methods selected, focus on the barriers to effective use (Good Practice and Common Mistakes), supported by examples Task 5 (D1) - For the 5 different communication methods selected, suggest techniques that could be used to reduce the potential barriers when used as a communication method Task 7 (P2.2) - Complete document Unit 01 – LO2 - Barriers, discussing the barriers to communications, by focusing on language, distraction, noise and lack of concentration Websites (WWW / Intranet / Extranet) eMails Digital Distribution and Conferencing SMS 1.Letters / Reports / Invoices / MemosLetters Reports Invoices Memos 2.PresentationsPresentations 3.Publications (Posters / Leaflets / Flyers)Publications PurposeMediumStyle & Delivery Message & Readability LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Research how different types of communication methods are used within a business context - explain how each is used and what contribution each makes to.  For example what techniques can be integrated into a website / letter / report / presentation to aid communication or what mistakes could be made or avoided to ensure communication is effective. ◦ Use screenshots to illustrate your report ◦ Reference and research you make in the bibliography  Important: Remember - communication occurs both internally AND externally. The business needs to communicate internally with employees, externally with customers and suppliers. ------------------------------------------------------------------------------------------- Purpose  What is the point of the communication? InformSellAttract AttentionEntertain LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Medium  How will the information be communicated? - Electronic or paper based? Layout  Typical layout of the business document  Why the business document prepared in this form? Text  What font, style, size should be used?  How it should be formatted? Language  Formal or informal?  Does the information need to be translated? Writing Style Speed of Delivery  How fast do you need to communicate the information?  Is it for an event in the distant future? TablesPictures Headers and Footers Landscape or Portrait ParagraphsAlignment Bullet Point ListLine Spacing PersuasiveInformativeBrief LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Message  What information needs to be given out?  What are you trying to tell people? Readability  What can affect readability? Accessibility  Ensure as many people as possible have access to the communication. Audience AgeGenderCultureEmotional Prior Knowledge Reading SkillInterestMotivation LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Purpose - The purpose of a website is to disseminate information, offer services or products and present a corporate identity over a worldwide forum to a wide range of users. Websites are generally not static anymore but contain dynamic content which allows interaction by the end user, for example checking stock of a product. Websites also offer access to other services for both the employees, customers of suppliers of the company. These can include email, conferencing facilities, supply chain tracking, Enterprise Resource Planning or even forums. Web pages need maintenance and any communication through a website should be directed and answered quickly. A website is a expression of any business that is on the internet and as such can help or hinder a businesses dependant on how effective the website is. General Purpose homepages have the purpose of providing: Information about the company and how to contact key personnel Presentation of services and products for sale News about the company FAQs Vacancies within the organisation Updates to software Communication services such as email LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Text - suitable size (Text anchors to allow linking within web pages.) Images - these should be optimised to allow speedy loading (Rollover images - these allow two different images to occupy the same area and change when the user move their mouse over it.) Navigation systems - these are extremely important and must be intuitive and logical to use (Links) Text links / Image links Flash buttons - change when the user moves their mouse over it. Image maps - allow different parts of an image to be different links to different web pages. Flash - this allows interactivity within web pages and can be as simple as buttons which when rolled onto change or as sophisticated as entire menu systems or mini games. Forms - used to collect data. This can be about an order a customer wishes to place, an enquiry or feedback on a particular subject. Streaming media - gained major popularity recently, allowing videos/audios to be streamed from websites  for information / displaying / tutorial. purposes Medium - Web sites can be created using a multitude of methods but the outcome is generally similar. Websites are usually user controlled and are accessed by a huge variety of hardware including normal PCs, mobile phones, PDAs and games consoles. Because they are user driven and navigated, the way they are presented is extremely important. Media Elements normally present within web sites: LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Logical layout i.e. left to right top to bottom Some websites are customisable so that the background colour, font, size and colour are all chosen by the end user Links are placed consistently within each web page. These do not alter. 1.icons are used they are easy to understand, text is readable or images are appropriate 2.Considerations for different types of users Many websites follow a table layout, placing different elements into different cells, the boundaries of these are either visible or not. Suitable fonts so it is readable in terms of size and font style Well chosen colour combinations of background and text which allow for easy reading even for those with colour blindness Blocks of texts using paragraphs Relevant images which are explained using text. Speed is essential when using the internet so images should be optimised for quick loading. Videos and audio should be optional (view or listen) Style and Delivery - Web sites should have a consistent house style which allows users to interact with it easily and in an intuitive manner. This should also incorporate: LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Good PracticeCommon Mistakes People move quickly from site to site so catch their attention with striking images, graphics & headlines Too long web pages which the user has to scroll down to read Navigation should be simple and intuitive. People will leave a website quickly if the navigation is confusing in any way Too busy websites which gives the user information overload A well designed site with quality graphics will boost customer confidence. If a visitor perceives your site as amateurish, they will move on Muddled layout - not using a table Images should be optimised so they download quickly on the web A background image which interferes with text Ecommerce websites should make online ordering fast, easy and secure Too many techniques trying to impress the user instead of a clear simple easy to use website Respond to messages and orders from your website quickly - Usually within 24 hours Give people a reason to come back by providing fresh content Explain who you are, what you do, why you do it, and how they can contact you on the home page LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Purpose - The purpose of email is a way of communicating in an easier and faster way. You can communicate through emails with customers or business partners. To use your email account you have to have an internet connection, otherwise this won’t work. This can either be used for personal reasons or in a business. Message - What email may be used for with businesses is to communicate with other business partners to talk about maybe a document that they are both doing, or they could email their boss with work that they have finished which they have asked to see. Another thing that they would use email for was to send new deals that have came out in their business, they can then email customers to let them know of this. Medium - With emails you always use an electronic system. You can include attachments onto your email, this is used when for example is when you boss might want to see how you are getting on with a specific document so you can put it in an attachment to show your boss of the progress you are making.  With emails you can also type the information your want to tell the audience you are sending to, to shorten the length of the email, because if it is long (essay format) and it is something important you want to tell the person then use bullet points to make sure they focus on the key areas. LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Style and Delivery - Emails are kept quite simple, and you don’t input images onto the actual email or put in backgrounds, but on the other hand if an image is needed to be sent to the receiver you can just attach them in an attachment to the email.  With emails you can choose what font you would like, normally you would pick a font that is easy to read. Normally you can put a signature on the bottom of all emails by changing this in the settings; this can be with your name so the person on the receiving end of the email fully understands who is emailing them. LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Good PracticeCommon Mistakes Make them short and snappy so that you don’t bore the person who is receiving the email Text Style used can be hard to understand what the text is saying, also sometimes the font may be made too little for the reader to be able to read, and finally some people may make their font too big, this can look too unprofessional towards the reader. Has an appropriate title that links to what you are talking about in the email Use of a signatureNot using a spell-checker Make use of bullet-point list to identify specific areas of interest Language used Use attachments that expand on topics discussedeMail is too long Make them short and snappy so that you don’t bore the person who is receiving the email Text Style used can be hard to understand what the text is saying, also sometimes the font may be made too little for the reader to be able to read, and finally some people may make their font too big, this can look too unprofessional towards the reader. Has an appropriate title that links to what you are talking about in the email Use of a signatureNot using a spell-checker LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Types of Conferencing Conferencing either over the internet or otherwise can take many forms namely:  Video-conferencing (generally seen as video and audio only)  Teleconferencing  Web-conferencing  Voice over Internet Protocol LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Teleconferencing - the live exchange of information among persons and machines that are remote from one another but linked by a telecommunications system, usually over the phone line.  Unlike video-conferencing the telecommunications system may support the teleconference by providing one or more of the following audio, video, and/or data services by one or more means, such as telephone, teletype, radio, and television. Web Conferencing - used to conduct live meetings or presentations over the Internet. During a web conference, each participant sits at his or her own computer and is connected to other participants via the internet. This can be achieved either by a downloaded application on each of the attendee's computers or a web-based application where the attendees will simply enter a URL (website address) to enter the conference.  incorporated with the use of VoIP audio technology, to allow for a truly web-based communication. LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 VoIP - All of the above services can rely on VOIP, which stands for Voice Over Internet Protocol optimized for the transmission of voice through the Internet or similar networks. What this allows for is speech to be transferred in a compressed manner over the internet as a digital signal or data packet stream. Potential Conferencing Roles and Features - An important capability of web conferencing software which makes it different to that of video and tele-conferencing is the ability to application or file share. This is the ability for one party in the conference to share an application or file (such as a web browser, spread sheet, etc.) from their desk top with every one else in the meeting and pass the control of the application to someone else in the meeting. This can be very useful if there is a need to demonstrate software to clients. LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Potential Conferencing Roles and Features -  Screen sharing/desktop sharing/application sharing (where participants can view anything the presenter currently has shown on their screen.  Slide presentations (often created through presentation software applications)  Live video (via webcam or digital video camera)  VoIP (Real time audio communication through computer headphones and speakers)  Web tours - feature works well when demonstrating users participate themselves  Recording (for viewing at a later time by anyone using a unique web address)  Whiteboard with annotation (allowing the presenter and/or attendees to highlight or mark items on the slide presentation or a blank whiteboard.)  Text chat (for live question and answer sessions)  Polls and surveys (allows the presenter to conduct questions with multiple choice answers directed to the audience) LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Purpose - Digital distribution is the ability to use a digitally channel to deliver products and to a lesser extent services. Video Conferencing is the exchange of compressed video and audio signals between two or more parties.  Music need no longer be purchased on a physical medium such as a CD but can be downloaded. This is now extending to computer software and films  revolutionising how these products are purchased. This is thanks in part to faster internet connections. Message - Factual information about a product that is being marketed to the audience. Presented to large audiences. Medium - With presentations of digital distribution and conferencing you always use an electronic system. Style and Delivery - are kept quite simple in general, but can be extravagant in terms of the props used around the vocal point - dependent on the prop they aim to market. LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Good PracticeCommon Mistakes Conferencing can enable individuals in faraway places to have meetings on short notice. Time and money that used to be spent in travelling can be used to have short meetings. Technology such as VOIP can be used in conjunction with desktop videoconferencing to enable low-cost face-to-face business meetings without leaving the desk, especially for worldwide business offices. Expense of commercial systems - a well designed system requires a specially designed room and can cost hundreds of thousands of pounds A live conversation is needed so both parties need to be ready at the same time which could be difficult if used in different time zones Although it already has proven its potential value, research has shown that many employees do not use the videoconference equipment because they are afraid that they will appear to be wasting time or looking for an easy way to enhance customer and supplier relationships. This can be avoided if managers use the technology in front of their employees. Conferencing technology could also be used for telecommuting, in which employees work from home Better relationships can be formed with business personnel if they can see and interact with colleagues via visual conferencing Visual information is an important component of the conversation and interaction and allows for a more natural communication process Some countries lack the technical infrastructure to allow for a high quality connection that is fast enough for good- quality video conferencing Demonstrations can be given with questions being answered and demonstrated immediately Successful systems are backed by support teams who can pro-actively support LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Purpose - is a technology that facilitate near real-time text based communication between two or more participants over a network. Message - SMS happens in front of your eyes almost instantaneously between as many users are logged on. It is like a meeting where people write instead of speak, but cannot speak over each other, as each message appears on a different line. Medium - SMS allows instantaneous communication between a number of parties simultaneously, by transmitting information quickly. Some SMS systems allow users to use attachments and webcams which liken them even more to the other conferencing facilities talked about before.  SMS allows effective and efficient communication, featuring immediate receipt of acknowledgment or reply.  IM usually offer a very easy interface and an inexpensive way to keep in contact. Style and Delivery - are kept quite simple like emails LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Good PracticeCommon Mistakes Cheap Sometimes need to be logged on to get messages (although some IM facility an email message system where users not logged on get messages irrespective of whether they are logged on Easy to use and set upIf not used properly could lead to time wasting Easy integration with other facilitiesLimited use (usually just text based communication) LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Purpose - Letters are written communications that occur not only externally but also internally within an organisation. They usually use a letter heading created by the company which contains certain standard information, such as the logo, address, phone number, fax number and web address. Letters have a huge number of applications which include: Message - Official with conveyed message, reflecting the business Medium - can be both, but normally a printed version (hard-copy) Invitations to corporate events Notification of price changes Reminders of paymentEmployee discipline Interview notificationThank you for custom As an accompaniment to a reply from a customer perhaps for a product order, brochure request or general enquiry LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Style and Delivery - Formal letters follow a strict style format (insert link here). They are normally delivered on a printed medium but can be sent electronically through email (or an attachment) or fax. Letter head Logo Address Phone number Fax number Web address Salutation Yours faithfully (if greeting was Dear Sir or Madame) Yours sincerely (if greeting was Dear 'then known name' Enclosures (Enclosure : Order invoice DateGreeting lineTitle Introductory paragraphMain body (sometimes a few paragraphs) Concluding paragraphFormal language is used throughout letter LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Good PracticeCommon Mistakes All text aligned to the left below the letter heading Starting the letter I am writing - it is obvious you are writing they are reading it! Title pertinent to the subject of the letter Not leaving an area for the sender to sign after the salutation and above their name Date field written fullyNot using formal language Using full line breaks between paragraphs Not using the correct capitalisation in Dear Sir or Madam or Yours faithfully / sincerely LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Purpose - The purpose of a report is to provide information to others or another person so that they can then make a decision or action on this. A report is usually written for customer feedback on a product or store service or maybe a company’s annual report for the company progression or could be for funding details for a new building etc to say how the money was spent and what of it is left to still use.  Reports are usually formal as they are made for a purpose to report information and not like a memo or email message. Most reports are in the form of a table as they consist of figures and numbers from a monthly view for the company. So the page would be laid out as the title at the top and then a table showing all the information and sometimes has a written statement at the bottom explaining the table or a summary of it. Message - A report is to give a statement of a number of issues about period of time at the company whether this be a bank statement or to inform the company that something needs to be done about the company’s image for example. LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Medium - A report can be sent by email using the internet or as a letter based type form. It could be thought of less importance and sent by email to individual employees around the company to keep them up-dated with the company’s progress.  A report for example could be about the month’s figures of what they have spent. Style and Delivery - A report looks a lot like a letter in the form of layout, the report has a title a clear introduction a main body of text going into detail or discussion and then following with a conclusion and the recommendations. The font will be ‘new times roman’s’ or a easy light font that is straight so it is easily read. LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Good PracticeCommon Mistakes Reports help communication as they present facts of a situation in writing so it is easily understandable and up for discussion. A report presents both sides of an argument or method of work. Huge costs to design and create reports A report is good as it can be used for any part of the company and are used often to report on how each department are doing each month or with a certain project. Time consuming to create and compile information from a range of sources Wider range of audience targetedCatering to the needs of different types of people Style of language used Technical/Complex information used LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Purpose - Invoices are written communications that occur not only externally but also internally within an organisation. They usually use this form of communication to inform the audience that financial implication is outstanding and that something needs to be done within a set amount of time.  Like a letter heading created by the company which contains certain standard information, such as the logo, address, phone number, fax number and web address. Message - Official with conveyed message, reflecting the business and the agreement they have with the intended audience Medium - can be both, but normally a printed version (hard-copy) Style and Delivery - like a letter LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Good PracticeCommon Mistakes All text aligned to the left below the letter headingItemisation of ALL expenditures Calculations used within the documentUse of formulas to calculate Layout is clearSize of text Message/Warning is clearly statedColour scheme for negative values LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Purpose - It is usual to inform readers of specific information. A memo can also be used to persuade others to take action, give feedback on a particular issue, or react to a situation. They provide basic information such as dates / reminders, such as meeting times / location.  This is how a basic memo will look when reminding somebody to go to an event or follow something up to complete a task. As shown, it is short but tells you clearly what you need to do. They are commonly written on post it notes, or paper.  While memos are a convenient technique to communicate, it is always necessary to determine if I meeting is more appropriate. Message - Like SMS. It should take no longer than 30 seconds or a minute to read. It is not a guide; it is something that leads on to something else. It instructs you to do something or reminds you of something essential to remember. Medium - A memo should be written on a piece of paper and pinned up so it’s in visual view or on a post it note. Style and Delivery - The speed of delivery is only affected by the reader; the writer can put the note where the reader may mostly see it, such as the computer or desk. But the reader must notice the note for it to be delivered with speed, and so it depends. LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Good PracticeCommon Mistakes Memos allow employees to send and receive information through small pieces of paper. People sometimes use memos as a letter and write too much information on them and it becomes too long and doesn’t have short to point information. They should be brief and informal - This is because they are only meant to be the facts that are needed. People may also not write readable information and would defeat the object of writing a memo in the first place. LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Purpose - The purpose of any presentation is to give out information to a limited audience in a slide by slide method to a variety of different audiences either internally or externally. Generally these can be about anything including: Message - similar to digital distribution New staff inductionsSales meetings Displaying new products to customers Shareholders meetings Employee information sharing Trade shows LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Suitably large font size for the distance and size of the screen to the audience Bullet points as opposed to full sentences Well chosen colour combinations of background and text which allow for easy reading even for those with colour blindness Consistent slide transitions or animations Relevant images which illustrate the points on the slide Medium - Generally the medium is visual and auditory, with a presenter explaining the important points with the aid of a slideshow. Although these presentations can be rolling presentations with timings perhaps at a conference or trade show, or can be interactive presentations allowing the user to choose what they look at. Slides can include: Style and Delivery - Presentations should have a consistent house style which allows the audience to read the key points by allowing: TextAudioVideoImagesWeb Links Buttons (allowing users to interact with presentation*) Speaker notes (which are only visible to the presenter) Timings can be used to eliminate the need to click to the next slide, although if used in conjunction with a presenter needs a lot of practice LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Good PracticeCommon Mistakes Should not have any more than 5 bullet points on any slide Too much information on slide Clear structure: (Introduction, What is going to be covered, Main body of presentation, Conclusion and or recommendations, Time for questions and answers) Too technical for audience Images and text do not overlapPresenters read from the slide with back to audience Language is at the correct levelSpeaking too fast or too quietly Ambiguous meaning on slides which are not addresses within talk. LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Purpose - to express an idea to specific spectators in an informal setting of advertising a specific business, product, and organisation. Message - to advertise / inform the targeted audience of new/current information  a new product or a organisation that may be a opening for a new business that is starting up  new deals a business is doing, they would put the posters in a busy place where lots of people go so that many people see the advertisement Medium - are made on paper, you can either to them by hand which is a less popular way of doing posters as they normally look more professional off computers or laptops. Style and Delivery - are normally drawn up on computers or laptops, using different programmes, some of these that are used may be, paint, word or publisher. People tend to put images that will stand out to the viewer on them so that the poster catches attention.  Must follow a consistent housestyle to represent the business/corporate colours, like business letters LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Good PracticeCommon Mistakes You shouldn’t over load publication with too much information, Posters - people don’t stop and read for too long they just quickly look it over as they are passing, so you want something short and eye catching that sums up what the poster is about in the heading Leaflet - eye-catching Newsletter - relevant A common mistake you may make is the size of font is too small so that the reader cannot read it. You should also make sure that the font you use is big and easy to read, for example if you use the font brush script then it might be harder to read that the poster is saying. Use of canvas - not overcrowded, colour scheme, etc.. You should always make the heading the biggest then the extra little bits written on the poster in a slightly different size font. Some publications may look too dull, so that the viewers may not be interested in it. Good style will show the viewer how professional the business is and bring more customers too them. LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 When communicating information electronically, it is essential that the sender carries out some rigorous tests to reduce mistakes. This can be in the form of: These ways of reducing mistakes, can done through software features available, such as: ------------------------------------------------------------------------------------------- Task 7 (P2.3) - You need to explain the different forms of checks/techniques that can be carried out and how they can be beneficial Grammar CheckingSpell CheckingProof-ReadingPunctuation Reviewing Documents - (Track Changes) Inserting Comments Document Versions Merging Information From Different Users Compare and Merge ChecksTechniques 1.Grammar 2.Spelling 3.Proof-reading 4.Punctuation 1.Reviewing Documents 2.Inserting Comments 3.Document Versions 4.Merging Information From Different Users 5.Compare And Merge LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Most applications will have an internal setup which can perform any of the following features: Reviewing Documents - (Track Changes) – make changes to the document, which can be accepted or reject at a later date Grammar CheckingSpell CheckingProof-ReadingPunctuation LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Inserting Comments Document VersionsFile Properties LO2ScenarioCriteriaTasks123Assessment

ScenarioLO1LO2LO3 Merging Information From Different Users – compares the contents of two documents and generates a list of differences Compare and Merge – compares the contents of the two documents and merges the documents together with any duplicates removed LO2ScenarioCriteriaTasks123Assessment

L03 - Be able to use IT to communicate effectively

ScenarioLO1LO2LO3 Cube Systems have been approached by the local job centre to produce a range of publications, that can be used by their clientele to help reduce unemployment, by gaining valuable information about communications and employability skills.  In order to do so, they need to appreciate the knowledge and understanding of how various different skills may contribute to obtaining their desired future job. The effective use of communication and flexibility of styles is a highly desirable attribute to employers to maintain good working practices.  This third section is all about identifying and understanding the use of various different communication technologies effectively, such as: ◦ Use different Software Applications ◦ Use of Electronic Forms ◦ Use of Proof Reading Techniques ScenarioCriteriaTasks1234Assessment5678LO3

ScenarioLO1LO2LO3  P5 – Use IT to aid communications  P6 – Communicate technical information to a specified audience  M2 – Explain the choices of the IT used  D2 – Justify the use of the IT used to aid communication ScenarioCriteriaTasks1234Assessment5678LO3

ScenarioLO1LO2LO3 There are several different types of software applications available to use, such as: ------------------------------------------------------------------------------------------- Within groups, create a presentation about the various different software applications used to communicate effectively For each software application, the following 5 tasks need be completed: Task 1 (P5.1) - Describe what the software application is and what it is used for? Task 2 (P5.2) - Identify and explain how this software application is used to communicate? Task 3 (M2.1) - What software features does the application offer? Task 4 (M2.2) – What are the benefits of using these features for communicating Task 5 (P5.3) - Provide examples of these software applications Word ProcessingDesktop Publishing (DTP)Spreadsheet DatabaseMultimedia & PresentationPhoto, Sound & Video Editing GamingWeb BrowsersProgramming Utility & Recovery Communications (eMail, Instant Messaging, Blogs, Vlogs, Video Conferencing, Podcasts)

ScenarioLO1LO2LO3 Now that the individual software applications have been completed within the presentation, it is time to review the presentation, based on: ----------------------------------------------------------------------------------- Task 6 (P6.1) - Collaborate with your group to get feedback for the presentation produced Task 7 (P6.2) - Act on the feedback you received or explain why suggestions were not followed YOU Emailing Work to Other Members of the Group 1.Setup a distribution list 2.Email group with attachment Feedback Provided FROM YOUR Group Members 1.Inserting feedback/comments a.Housestyle – Font Style, Size, Formatting b.Spelling and Grammar c.Content d.Use of Multimedia e.Layout f.Navigation 2.Email feedback back to group members Feedback YOU Provided to YOUR Group Members 1.Email received with feedback Housestyle Spelling & Grammar Content Use of Multimedia LayoutNavigation

ScenarioLO1LO2LO3 Compared to 10 years ago, communication methods have changed drastically from primarily written forms to electronic. Within groups, evidence the setup and use of the following communication methods:  Video Conferencing (FaceTime or Skype) – highlighting your hobbies, interest and aspirations to another user through this form of communication  Blogs/Twitter – focus on safety, security and copyright and evidence the reliability of the information  Wiki - focus on safety, security and copyright and evidence the reliability of the information  Podcast – focus on various different games consoles – discuss the benefits of them For each communication method, the following 3 tasks need be completed: Task 8 (P5.4) - Evidence the setup and use of the following communication methods Task 9 (M2.3) - Explain the effectiveness of using this method of communication for your intended target audience Task 10 (D2.1) - Justify the use of IT for communicating Task 11 (P5.5) - Complete document Unit 01 – LO3 - Target Audience, discussing the communication techniques used, by focusing on who it is aimed at and whether it has been effective

ScenarioLO1LO2LO3 Review the following 3 documents, based on:  Spelling  Grammar  Punctuation For each document reviewed, identify the technique used to proof-read the document with evidence of the feedback provided Track Changes or Inserting Comments  How effective is each method of reviewing documents  What is the importance of checking? Task 12 (P6.3) - Review the word document based on: SpellingGrammarPunctuation Technique used to proof-read the document (Track Changes or Inserting Comments) Feedback provided

ScenarioLO1LO2LO3 Task 13 (P6.4) - Respond to email query Task 14 (D2.2) - Justify the response provided

L04 - Be able to address personal development needs

ScenarioLO1LO2LO3 Learning Outcome (LO) The learner will: Pass The assessment criteria are the pass requirements for this unit. The learner can: Merit For merit the evidence must show that, in addition to the pass criteria, the learner is able to: Distinction For distinction the evidence must show that, in addition to the pass and merit criteria, the learner is able to: 1Know the technologies required for an e- commerce system P1Explain the personal attributes valued by employers M1 Explain the different personal skills that employers may require for specific IT job roles 2Understand the principles of effective communication P2Explain the principles of effective communication P3Discuss potential barriers to effective communication D1 Explain how some of the potential barriers can be reduced P4Demonstrate a range of effective interpersonal skills 3Be able to use IT to communicate effectively P5Use IT to aid communicationsM2 Explain the choices of the IT used D2 Justify the use of the IT used to aid communication P6Communicate technical information to a specified audience 4Be able to address personal development needs P7Produce a personal development plan P8Follow a personal development plan M3 Identify primary areas for improvement and how these will be achieved

ScenarioLO1LO2LO3  Be able to use IT to communicate effectively  Learners should be taught how to use industry standard equipment. Learners can be shown how to use video conferencing equipment during which they can present to the remote audience this may simply be their interests and hobbies and aspirations etc. This could be carried out within the centre, between centres or different countries using the technologies available. They should be taught how to create blogs and wikis possibly through demonstration, the learners should then create practice blogs and wikis for a chosen topic and purpose. Wikis can also be used to cover the teaching of safety and security and copyright issues, and reliability of information but learners should carry out additional research themselves.  Podcasts and Vlogs can also be taught through demonstration (discussion groups are not appropriate here as many learners already had experience of downloading these from popular radio stations etc.). They can practice the creation of podcasts, in situations where learners interview each other on their experiences of safety and security using IT systems using the communication skills and techniques they have already learnt.  Learners should be given several pre-prepared documents to review, to reinforce their proofing skills. The documents should contain errors that can only be identified by accurate proofreading for example the wrong use of “there” and “their” or missing an “a” out of “read”. The documents for proofing may also be presented as a print out to ensure that learners read carefully and also identify grammatical errors rather than rely on the features of the software. Learners should discuss how effective each method is and the importance of checking. Class discussion and comparison will identify the differences encountered.  There should be a discussion of purposes of communication types, and when each is most appropriate e.g. video interviews are effective for overseas job opportunities to save time, reduce carbon footprint etc. Learners should then be presented with a range of scenarios to enable them to look at how they would communicate information to specific audiences. They may want to explain how a games console works to someone with no experience of gaming versus someone who has used a different form of console and try to put together a persuasive argument to buy the console. They may also wish to try and explain how a game console works for online gaming to someone with no technical experience compared to someone that is very knowledgeable – this could be done in a role play with learners pretending to work for a technical support helpline and clients “phone in” with problems (some of which are people with no knowledge of computers and others with vast knowledge – this could be the tutor acting as the person “phoning in”). They may also practice composing email responses to difficult or complex queries to ensure they are able to add the details and clarity required to communicate effectively. Another way to discuss the purposes would be for learners to work in groups to create and deliver a presentation on communication types or the importance of proofing.

ScenarioLO1LO2LO3 Area Identification of SkillsEvidenceAnalysisIdentified Skill Shortage? Self Assessment Who are you? What do you represent? Technical Skills What skills do you have Operational Skills Planning Organisation Timekeeping Recording Needs (targets, records and performance) Success Criteria Achievements Aspirations Learning Style and Characteristics Active and Reflective Visual and Auditory Physical Work Experience Jobs In business an individuals skills and experiences vary a great deal. e.g. An accountant needs to be good at managing the financial health of a business A marketing executive needs to understand what will sell and how to sell it. P7.1 – Task 01 – Using each heading, explain what skills you have that relates to these. M3.1 – Task 02 – Analyse why these areas are important and whether you need to develop or address for future needs - e.g. - if a certain skill is not great, then how would you gain the relevant skills to improve

ScenarioLO1LO2LO3 Strengths and weaknesses – what do you identify as your strengths and weaknesses if you were to be applying a job of your dreams P7.2 – Task 03 – Explain what strengths and weaknesses you have – in relation to your dream job M3.2 – Task 04 – Analyse the strengths and weaknesses and how these could be remedied StrengthsReasonAnalyses/ Remedy I am passionate about model railways and have been an avid collector for 15 years. This will help with the identification of the various scales and technical aspects of the business. Use this knowledge to plan the layout of store..... WeaknessesReasonAnalyses/ Remedy I do not understand merchandising – how to lay out a shop in a logical order. Customers need a tidy logical shop where everything can be found. I will ask my sister who is a retail operative at a supermarket and can offer help....

ScenarioLO1LO2LO3 Everyone has areas that they could improve, but actually identifying these and making steps to fill these in is pro-active and shows you want to develop. P8.1 – Task 05 – Identify all of the areas you need to develop in order to manage your business effectively REMBEMBER these could be skills shortages or weaknesses relevant to your business venture. Character Witness Statement based on the weaknesses identified. Identify Skills Gap/Shortages Locate Professional Help Accessibility (How To Perform This) Planning (When) Cost Implications Timescale Data protection knowledge and implications Data protection registrar website can offer assistance for research. Data protection act book – DPA Data protection act course Online – research in the evenings. Amazon.co.uk Travel to Northampton small business trust. 31 Flowerpot Lane Northampton Northants NN12 1NJ 1/9/2009 Ordered 15/8/2009 to be read 20/8/2009 Free £12.99 £120.00 1 week 1 day

ScenarioLO1LO2LO3 When you apply for a job, normally the following documents are used to compliment the application, such as:  an application form – forms that are unique to the business and position that you are applying for  a CV (Curriculum Vitae) - a summary of your personal details - experience, skills, personal qualities and qualifications  covering letter – additional resource used as motivation technique, the letter is an introduction attached to application to highlight key points P8.2 – Task 06 – Create a Curriculum Vitae (CV) that can be used by yourself to make a good impression on a prospective employer

OCR Cambridge TEC - Level 3 Certificate/Diploma IT.

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OCR Cambridge TEC - Level 3 Certificate/Diploma IT.

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