What you will cover in this unit Understand the different types of business and organisations, their purposes and customers in their area Understand why employers might require particular attitudes from their staff in different situations Be able to relate employer expectations to their own activities
Activity 2: Who is the customer? In small groups you will be allocated one of the 4 logos shown What does that organisation do? Discuss and identify WHO would be a customer of that organisation – can you identify types? What products or services are they looking to buy? Draw a mind map which identifies the range of customers for that organisation
Customers will expect: to feel welcomed into the shop/restaurant /hotel etc staff to listen to their requirements staff to be helpful staff to be knowledgeable staff to be polite staff to be patient staff to be able to resolve any problems to pay a price which meets their budget to buy a product or service which meets their needs a positive experience.
Customer care skills: the most important behaviour is attitudeattitude We must give every customer our best service, no matter how we feel, whether we feel they deserve it or not, no matter what is happening around us The right attitude begins with feeling good about yourself Our feelings set our moods, and our mood sets the level of customer service we provide It’s difficult to help someone else unless you feel good yourself.
Discussion: What would you do? Scenario 1: Angry customer returning a faulty product and complaining about the poor customer service received Scenario 2: A colleague keeps taking regular cigarette breaks and leaving you to do their work and answer their calls
Impact of attitude on business Happy employees mean happy customers Happy customers mean more sales More sales mean more money More money means more profit More profit means happy owners/shareholders
Employers’ expect staff to: possess a positive attitude want to work be dependable be reliable and have good timekeeping be adaptable – can take on different work be honest be self-motivated with a willingness to grow & learn have strong self-confidence show professional behaviour be loyal.
What you will cover in this unit Understand the characteristics of good team working Understand and demonstrate own strengths and role in a team Be able to recognise and value the contribution made by others in a team Be able to participate in a team
Characteristics of a good team All members have a clear goal Team is made up of competent members Members talk and listen to each other Members know their own strengths Members know the strengths of others Members support each other Members take agreed risks Members have agreed roles
The Marshmallow Challenge Teams must build the tallest free-standing structure out of 20 sticks of spaghetti, one yard of tape, one yard of string, and one marshmallow. The marshmallow needs to be on top. You have 20 minutes to build your tower
Team performance A good team will work together to achieve their goals How well did you perform? How well did the team perform? What characteristics of a good team did you demonstrate? Complete R6 – understanding strengths in a team
Group challenge In teams of 6 you have to produce a 15- minute team performance on the importance of customer service This should include – A PowerPoint presentation – 2 role plays – Time for questions/feedback
What you will cover in this unit Know the type of information usually asked for in job applications Understand how a straightforward job application form should be completed and accompanying letter written
Starter activity What do employers want to know about you?
Why use application forms Make notes whilst watching the video clip Can you add any other reasons why employers use application forms?
Tips for filling in application forms Photocopy the form and do a draft first Gather together information about your qualifications and any work experience Think about your achievements at school and during work experience Research the company you are applying to and refer to its activities in your answers Complete as many dummy forms as you need to be sure that you’ve got all the details right before sending off the final version Keep all your information on hand so that you can fill in future application forms quickly and easily
Covering letters What is the purpose of a covering letter? What should be included? Look at the example covering letters online
What you will cover in this unit Know how to prepare for an interview Know how to conduct themselves in an appropriate manner in a job related interview Know how to review their interview performance
Preparing for the interview Check out how to get to the interview Time how long it will take you – check out bus times or car parking arrangements Prepare your clothing the night before Know the details on your CV/application form Think about the types of questions they may ask you and prepare some answers Think about what questions you would like to ask them about the job role
Dressing for the interview Dress appropriately for the job role Make sure clothes are clean Check hems and buttons are all correct Avoid “loud” colours and styles Make up should be minimal Tattoos should be covered Shoes and jewellery should be appropriate
At the interview: smile when you meet the interviewers walk confidently have a firm handshake maintain good eye contact take time to think before answering the question don’t be afraid to ask them to repeat a question nerves are expected but take a few deep breaths to relax
What not to do: don't be late don't swear or use slang words don't slouch in your seat or look uninterested don't smoke don't lie: the interviewer may pick up on this don't be arrogant and assume you've got the job don't read from notes or your CV — you should able to talk about your own history unprompted don't criticise former employers or colleagues don't argue with the interviewer, no matter what.
Interview practice You will be interviewed on (DATE) By (INTERVIEWER) For the job of (POST) The interview will be recorded for portfolio evidence so you will need to prepare for the interview Dress appropriately for the interview
Self-reflection Consider how well you have performed during the interview How could you improve your interview skills for future interviews? How can you develop your skills?