4 What you will cover in this unit Understand the different types of business and organisations, their purposes and customers in their areaUnderstand why employers might require particular attitudes from their staff in different situationsBe able to relate employer expectations to their own activities
6 Activity 2: Who is the customer? In small groups you will be allocated one of the 4 logos shownWhat does that organisation do?Discuss and identify WHO would be a customer of that organisation – can you identify types?What products or services are they looking to buy?Draw a mind map which identifies the range of customers for that organisation
7 Customers will expect: to feel welcomed into the shop/restaurant /hotel etcstaff to listen to their requirementsstaff to be helpfulstaff to be knowledgeablestaff to be politestaff to be patientstaff to be able to resolve any problemsto pay a price which meets their budgetto buy a product or service which meets their needsa positive experience.
8 Customer care skills: the most important behaviour is attitude We must give every customer our best service, no matter how we feel, whether we feel they deserve it or not, no matter what is happening around usThe right attitude begins with feeling good about yourselfOur feelings set our moods, and our mood sets the level of customer service we provideIt’s difficult to help someone else unless you feel good yourself.
9 Discussion: What would you do? Scenario 1: Angry customer returning a faulty product and complaining about the poor customer service received Scenario 2: A colleague keeps taking regular cigarette breaks and leaving you to do their work and answer their calls
10 Impact of attitude on business Happy employees mean happy customersHappy customers mean more salesMore sales mean more moneyMore money means more profitMore profit means happy owners/shareholders
11 Employers’ expect staff to: possess a positive attitudewant to workbe dependablebe reliable and have good timekeepingbe adaptable – can take on different workbe honestbe self-motivated with a willingness to grow & learnhave strong self-confidenceshow professional behaviourbe loyal.
13 What you will cover in this unit Understand the characteristics of good team workingUnderstand and demonstrate own strengths and role in a teamBe able to recognise and value the contribution made by others in a teamBe able to participate in a team
15 Characteristics of a good team All members have a clear goalTeam is made up of competent membersMembers talk and listen to each otherMembers know their own strengthsMembers know the strengths of othersMembers support each otherMembers take agreed risksMembers have agreed roles
16 The Marshmallow Challenge Teams must build the tallest free-standing structure out of 20 sticks of spaghetti, one yard of tape, one yard of string, and one marshmallow. The marshmallow needs to be on top.You have 20 minutes to build your tower
17 Team performance A good team will work together to achieve their goals How well did you perform?How well did the team perform?What characteristics of a good team did you demonstrate?Complete R6 – understanding strengths in a team
18 Group challengeIn teams of 6 you have to produce a 15-minute team performance on the importance of customer serviceThis should includeA PowerPoint presentation2 role playsTime for questions/feedback
20 What you will cover in this unit Know the type of information usually asked for in job applicationsUnderstand how a straightforward job application form should be completed and accompanying letter written
21 Starter activityWhat do employers want to know about you?
22 Why use application forms Make notes whilst watching the video clipCan you add any other reasons why employers use application forms?
23 Tips for filling in application forms Photocopy the form and do a draft firstGather together information about your qualifications and any work experienceThink about your achievements at school and during work experienceResearch the company you are applying to and refer to its activities in your answersComplete as many dummy forms as you need to be sure that you’ve got all the details right before sending off the final versionKeep all your information on hand so that you can fill in future application forms quickly and easily
24 Covering letters What is the purpose of a covering letter? What should be included?Look at the example covering letters online
26 What you will cover in this unit Know how to prepare for an interviewKnow how to conduct themselves in an appropriate manner in a job related interviewKnow how to review their interview performance
27 Preparing for the interview Check out how to get to the interviewTime how long it will take you – check out bus times or car parking arrangementsPrepare your clothing the night beforeKnow the details on your CV/application formThink about the types of questions they may ask you and prepare some answersThink about what questions you would like to ask them about the job role
28 Dressing for the interview Dress appropriately for the job roleMake sure clothes are cleanCheck hems and buttons are all correctAvoid “loud” colours and stylesMake up should be minimalTattoos should be coveredShoes and jewellery should be appropriate
29 At the interview: smile when you meet the interviewers walk confidentlyhave a firm handshakemaintain good eye contacttake time to think before answering the questiondon’t be afraid to ask them to repeat a questionnerves are expected but take a few deep breaths to relax
30 What not to do: don't be late don't swear or use slang words don't slouch in your seat or look uninteresteddon't smokedon't lie: the interviewer may pick up on thisdon't be arrogant and assume you've got the jobdon't read from notes or your CV — you should able to talk about your own history unprompteddon't criticise former employers or colleaguesdon't argue with the interviewer, no matter what.
31 Interview practice You will be interviewed on (DATE) By (INTERVIEWER) For the job of (POST)The interview will be recorded for portfolio evidence so you will need to prepare for the interviewDress appropriately for the interview
32 Self-reflectionConsider how well you have performed during the interviewHow could you improve your interview skills for future interviews?How can you develop your skills?