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AT30379F_v5 VTCT Level 3 NVQ Diploma in Hospitality Supervision and Leadership Operational start date: 1 March 2012 Credit value: 37 Total Qualification Time (TQT): 370 Guided learning hours (GLH): 206 - 276 Qualification number: 600/4532/2 Statement of unit achievement By signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements (if/where applicable) have been achieved under specified conditions, and that the evidence gathered is authentic. This statement of unit achievement table must be completed prior to claiming certification. Unit code Date achieved Learner signature Assessor initials IQA signature (if sampled) Mandatory units UT31012 UT31024 UT20942 UT31019 UT31006 Optional units - Group A Optional units - Group B

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Page 1: VTCT Level 3 NVQ Diploma in Hospitality Supervision and ... · The VTCT Level 3 NVQ Diploma in Hospitality Supervision and Leadership is a job ready qualification based on National

AT30379F_v5

VTCT Level 3 NVQ Diploma in Hospitality Supervision and Leadership Operational start date: 1 March 2012Credit value: 37Total Qualification Time (TQT): 370Guided learning hours (GLH): 206 - 276Qualification number: 600/4532/2

Statement of unit achievementBy signing this statement of unit achievement you are confirming that all learning outcomes, assessment criteria and range statements (if/where applicable) have been achieved under specified conditions, and that the evidence gathered is authentic.

This statement of unit achievement table must be completed prior to claiming certification.

Unit code Date achieved Learner signature

Assessor initials

IQA signature (if sampled)

Mandatory units

UT31012

UT31024

UT20942

UT31019

UT31006

Optional units - Group A

Optional units - Group B

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The qualification

Introduction National Occupational Standards (NOS)

The VTCT Level 3 NVQ Diploma in Hospitality Supervision and Leadership is a job ready qualification based on National Occupational Standards (NOS).

This qualification will develop your knowledge, understanding and skills for leading a team and supervising operations in the hospitality industry. Specifically you will learn how to set objectives and provide support for team members, develop working relationships with colleagues and lead a team to improve customer service. You will also learn how to contribute to the control of resources and maintain the health, hygiene, safety and security of the working environment.

The optional units that make up this qualification will allow you to tailor your learning to your employer’s needs and your personal interests and preferences. Units range from supervising drinks and food services to leading and managing meetings and contributing to the development of recipes and menus.

Throughout this qualification you will be supervised by specialist staff and assessed on your occupational competence.

2

This qualification has been mapped to the relevant NOS, and is regulated on the Regulated Qualifications Framework.

This qualification is approved and supported by People 1st, the sector skills council for hospitality, leisure, travel and tourism.

Prerequisites

There are no formal prerequisite qualifications that you must have prior to undertaking this qualification.

Your centre will have ensured that you have the required knowledge, understanding and skills to enrol and successfully achieve this qualification.

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Progression

3

On completion of this qualification you may choose to undertake further study; qualifications you could progress to include:• VTCT Level 3 Diploma in Food and

Beverage Service Supervision

Alternatively, you may wish to seek employment as:• Unit manager• Head housekeeper• Head of reception• Front of house manager• Duty/hotel supervisor/manager• Regional supervisor/manager in restaurant

or pub chain

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Qualification structure

Mandatory units - 23 creditsVTCT unit code

Ofqual unit reference Unit title Credit

value GLH Level

UT31012 Y/502/9569 Maintain the health, hygiene, safety and security of the working environment 4 27 3

UT31024 M/600/9600 Set objectives and provide support for team members 5 35 3

UT20942 H/600/9660 Develop working relationships with colleagues 3 15 2

UT31019 H/601/1568 Lead a team to improve customer service 7 47 3

UT31006 T/502/9532 Contribute to the control of resources 4 30 3

Optional units - Group A 4 (minimum) creditsVTCT unit code

Ofqual unit reference Unit title Credit

value GLH Level

UT30965 F/502/9565 Supervise drink services 4 30 3

UT30975 J/502/9566 Supervise food production operations 4 20 3

UT30990 M/502/9562 Supervise food service 4 35 3

UT31007 T/502/9563 Supervise functions 5 35 3

UT30980 K/502/9561 Supervise housekeeping operations 4 30 3

UT30969 H/502/9560 Supervise portering and concierge operations 4 32 3

UT30954 A/502/9533 Supervise reception services 5 30 3

UT31011 Y/502/9538 Supervise reservations and booking services 5 30 3

Total credits required - 37 (minimum)

4

All mandatory units must be completed. A minimum of 32 credits must be at or above Level 3.

*Learners must achieve a minimum of 4 credits from optional group A and the remaining 10 credits from optional groups A or B.

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Optional units - Group B * creditsVTCT unit code

Ofqual unit reference Unit title Credit

value GLH Level

UT31021 J/601/1515 Monitor and solve customer service problems 6 40 3

UT41034 M/600/9676 Support learning and development within own area of responsibility 5 25 4

UT31018 H/601/1232 Improve the customer relationship 7 47 3

UT41035 M/600/9712 Manage the environmental impact of work activities 5 10 4

UT31025 Y/600/9686 Lead and manage meetings 4 20 3

UT31005 T/502/9529 Contribute to the selection of staff for activities 5 22 3

UT30955 A/502/9564 Manage the receipt, storage or dispatch of goods 3 21 3

UT30999 R/502/9540 Supervise cellar and drink storage operations 5 28 3

UT30989 M/502/9559 Supervise linen services 4 29 3

UT30960 D/502/9539 Supervise practices for handling payments 4 18 3

UT30964 F/502/9534 Supervise the use of technological equipment in hospitality services 4 33 3

UT30998 R/502/9537 Supervise the wine store/cellar and dispense counter 5 24 3

UT30983 L/502/9536 Supervise vending service 5 34 3

UT30970 H/502/9591Ensure food safety practices are followed in the preparation and serving of food and drink

5 35 3

UT41027 J/502/9535 Contribute to promoting hospitality products and services 5 28 4

UT41029 K/502/9530 Contribute to the development of a wine list 5 24 4

UT41030 K/502/9558 Supervise off-site food delivery service 4 34 4

UT41032 M/502/9531 Contribute to the development of recipes and menus 4 22 4

UT20934 T/601/7214Employment rights and responsibilities in the hospitality, leisure, travel and tourism sector

2 16 2

555555

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Guidance on assessment

External assessment (any requirements will be shown in the unit)

Externally assessed question papers that are completed electronically will be set and marked by VTCT.

Externally assessed hard-copy question papers will be set by VTCT, marked by centre staff and sampled by VTCT external quality assurers.

This book contains the mandatory units that make up this qualification. Optional units will be provided in additional booklets (if applicable). Where indicated, VTCT will provide assessment materials. Assessments may be internal or external. The method of assessment is indicated in each unit.

Internal assessment (any requirements will be shown in the unit)

Assessment is set, marked and internally quality assured by the centre to clearly demonstrate achievement of the learning outcomes. Assessment is sampled by VTCT external quality assurers.

Assessment explained

VTCT courses are assessed and quality assured by centre staff. Work will be set to improve your practical skills, knowledge and understanding. For practical elements, you will be observed by your assessor. All your work must be collected in a portfolio of evidence and cross-referenced to requirements listed in this record of assessment book.

Your centre will have an internal quality assurer whose role is to check that your assessment and evidence is valid and reliable and meets VTCT and regulatory requirements.

An external quality assurer, appointed by VTCT, will visit your centre to sample and quality-check assessments, the internal quality assurance process and the evidence gathered. You may be asked to attend on a different day from usual if requested by the external quality assurer.

This record of assessment book is your property and must be in your possession when you are being assessed or quality assured. It must be kept safe. In some cases your centre will be required to keep it in a secure place. You and your course assessor will together complete this book to show achievement of all learning outcomes, assessment criteria and ranges.

66

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Creating a portfolio of evidence

As part of this qualification you are required to produce a portfolio of evidence. A portfolio will confirm the knowledge, understanding and skills that you have learnt. It may be in electronic or paper format.

Your assessor will provide guidance on how to prepare the portfolio of evidence and how to show practical achievement, and understanding of the knowledge required to successfully complete this qualification. It is this booklet along with the portfolio of evidence that will serve as the prime source of evidence for this qualification.

Evidence in the portfolio may take the following forms:

• Observed work• Witness statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies

All evidence should be documented in the portfolio and cross referenced to unit outcomes. Constructing the portfolio of evidence should not be left to the end of the course.

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Unit assessment methods

8

This section provides an overview of the assessment methods that make up each unit in this qualification. Detailed information on assessment is provided in each unit.

Mandatory units External Internal

VTCT unit code Unit title Question

paper(s) Observation(s) Portfolio of Evidence

UT31012Maintain the health, hygiene, safety and security of the working environment

0

UT31024 Set objectives and provide support for team members 0 û

UT20942 Develop working relationships with colleagues 0

UT31019 Lead a team to improve customer service 0

UT31006 Contribute to the control of resources 0

Optional units - Group AExternal Internal

VTCT unit code Unit title Question

paper(s) Observation(s) Portfolio of Evidence

UT30965 Supervise drink services 0

UT30975 Supervise food production operations 0

UT30990 Supervise food service 0 UT31007 Supervise functions 0

UT30980 Supervise housekeeping operations 0

UT30969 Supervise portering and concierge operations 0

UT30954 Supervise reception services 0

UT31011 Supervise reservations and booking services 0

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9

Unit assessment methods

Optional units - Group BExternal Internal

VTCT unit code Unit title Question

paper(s) Observation(s) Portfolio of Evidence

UT31021 Monitor and solve customer service problems 0

UT41034 Support learning and development within own area of responsibility 0

UT31018 Improve the customer relationship 0

UT41035 Manage the environmental impact of work activities 0

UT31025 Lead and manage meetings 0

UT31005 Contribute to the selection of staff for activities 0

UT30955 Manage the receipt, storage or dispatch of goods 0

UT30999 Supervise cellar and drink storage operations 0

UT30989 Supervise linen services 0

UT30960 Supervise practices for handling payments 0

UT30964 Supervise the use of technological equipment in hospitality services 0

UT30998 Supervise the wine store/cellar and dispense counter 0

UT30983 Supervise vending service 0

UT30970Ensure food safety practices are followed in the preparation and serving of food and drink

0

UT41027 Contribute to promoting hospitality products and services 0

UT41029 Contribute to the development of a wine list 0

UT41030 Supervise off-site food delivery service 0

99

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Unit assessment methods

10

Optional units - Group B (continued)

External Internal

VTCT unit code Unit title Question

paper(s) Observation(s) Assignment(s)

UT41032 Contribute to the development of recipes and menus 0

UT20934Employment rights and responsibilities in the hospitality, leisure, travel and tourism sector

0 û

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11

Unit glossaryDescription

VTCT product code

All units are allocated a unique VTCT product code for identification purposes. This code should be quoted in all queries and correspondence to VTCT.

Unit title The title clearly indicates the focus of the unit.

National Occupational Standards (NOS)

NOS describe the skills, knowledge and understanding needed to undertake a particular task or job to a nationally recognised level of competence.

LevelLevel is an indication of the demand of the learning experience; the depth and/or complexity of achievement and independence in achieving the learning outcomes.

Credit valueThis is the number of credits awarded upon successful achievement of all unit outcomes. Credit is a numerical value that represents a means of recognising, measuring, valuing and comparing achievement.

Guided learning hours (GLH)

The activity of a learner in being taught or instructed by - or otherwise participating in education or training under the immediate guidance or supervision of - a lecturer, supervisor, tutor or other appropriate provider of education or training.

Total qualification time (TQT)

The number of hours an awarding organisation has assigned to a qualification for Guided Learning and an estimate of the number of hours a learner will reasonably be likely to spend in preparation, study, or any other form of participation in education or training. This includes assessment, which takes place as directed - but, unilke Guided Learning, not under the immediate guidance or supervision of - a lecturer, supervisor, tutor or other appropriate provider of education or training.

Observations This indicates the minimum number of competent observations, per outcome, required to achieve the unit.

Learning outcomes

The learning outcomes are the most important component of the unit; they set out what is expected in terms of knowing, understanding and practical ability as a result of the learning process. Learning outcomes are the results of learning.

Evidence requirements This section provides guidelines on how evidence must be gathered.

Observation outcome

An observation outcome details the tasks that must be practically demonstrated to achieve the unit.

Knowledge outcome

A knowledge outcome details the theoretical requirements of a unit that must be evidenced through oral questioning, a mandatory written question paper, a portfolio of evidence or other forms of evidence.

Assessment criteria

Assessment criteria set out what is required, in terms of achievement, to meet a learning outcome. The assessment criteria and learning outcomes are the components that inform the learning and assessment that should take place. Assessment criteria define the standard expected to meet learning outcomes.

Range The range indicates what must be covered. Ranges must be practically demonstrated in parallel with the unit’s observation outcomes.

111111

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UT31012Maintain the health, hygiene, safety and security of the working environmentThe aim of this unit is to develop your knowledge, understanding and skills for everyday working life. You will be able to assess and minimise risks to colleagues and customers.

UT31012_v9

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GLH

Credit value

Level

NOS

Observation(s)

External paper(s)

27

4

3

HSL4

2

0

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On completion of this unit you will:

Learning outcomes

Evidence requirements

UT31012 15

1. Be able to maintain the health, hygiene, safety and security of the working environment

2. Understand the importance of maintaining the health, hygiene, safety and security of the working environment

3. Understand how to maintain the health, hygiene, safety and security of the working environment

Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development. You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis.

4. Range All ranges must be competently demonstrated as part of an assessed observation.

5. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used.

6. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes and cover ranges in this unit. All outcomes and ranges must be achieved.

7. External paper There is no external paper for this unit.

1. Environment Evidence for this unit should be gathered within the workplace, however, you may be assessed within an approved realistic working environment (RWE) that meets People 1st’s criteria.

2. Simulation Simulation is allowed for outcomes 1f and 1g, if no naturally occurring evidence is available.

3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur.

Maintain the health, hygiene, safety and security of the working environment

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Achieving observation outcomes

Achieving range

Achieving observations and range

UT3101216

Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit.

Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means.

Your assessor will sign off a learning outcome when all criteria have been competently achieved.

The range section indicates what must be covered. The specified number of ranges must be practically demonstrated as part of an assessed observation. Evidence for the remaining points under the range must be assessed through questioning or witness testimony.

Every range item must be evidenced.

You may be required to undertake additional observations to ensure all range items have been covered. VTCT recommends that where possible all ranges are covered practically. Your assessor will document the portfolio reference once a range has been covered.

Guidance for tutors and assessors

Tutors and assessors must refer to the document(s) listed below, prior to delivering this unit. Document(s) can be downloaded from http://www.people1st.co.uk:

• Sector Assessment Strategy for competence based units of assessment and qualifications

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Learning outcome 1

Observations

You can:

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

UT31012 17

*May be assessed by supplementary evidence.

Be able to maintain the health, hygiene, safety and security of the working environment

a. Obtain information on the health, hygiene, safety and security procedures in own area of responsibility*

b. Ensure colleagues have relevant information on the health, hygiene, safety and security issues within own area of responsibility*

c. Inform colleagues about the importance of following health, hygiene, safety and security procedures*

d. Check that colleagues follow the health, hygiene, safety and security procedures in own area of responsibility*

e. Monitor own area of responsibility for risks to health, hygiene, safety and security*

f. Deal with risks and accidents promptly, following organisational and legal requirements for safeguarding customers and staff*

g. Follow organisational procedures when recording or reporting risks and any health, hygiene, safety or security action taken*

h. Pass on information about how health, hygiene, safety or security procedures are working*

i. Recommend improvements for health, hygiene, safety or security procedures*

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You must practically demonstrate that you have:

Range

UT3101218

Maintained all procedures Portfolio reference

Use of safe working practices (including manual handling)

Safe use of equipment

Safe use of hazardous substances

Cleanliness and hygiene

Personal presentation (including the use of personal protective equipment)

Security of the workplace

Emergency procedures

Identified and dealt with all hazards Portfolio reference

Unsafe working practices

Unsafe equipment

Unsafe use of hazardous substances

Unhygienic conditions

Poor personal presentation (including the use of personal protective equipment)

Breaches in security

Staff illness

Where applicable, the specified number of ranges must be practically demonstrated as part of an observation. Those remaining must be evidenced by practical observation or other assessment methods. All ranges must be evidenced in your portfolio.

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Developing knowledge

UT31012 19

Achieving knowledge outcomes

You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*:

• Projects• Observed work• Witness statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies• Professional discussion

Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning.

When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved.

Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic.

*This is not an exhaustive list.

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Knowledge

UT3101220

Understand the importance of maintaining the health, hygiene, safety and security of the working environment

You can: Portfolio reference

a. Identify the statutory authorities that enforce the health, hygiene and safety laws and regulations

b. Explain the implications of breaking the law on health, hygiene and safety for individuals and the organisation

c. Describe the main areas of health, hygiene and safety laws and regulations for own area of responsibility

d. Describe the organisation’s health, hygiene, safety and security procedures for own area of responsibility

e. Describe own responsibilities for health, hygiene, safety, and security

f. Explain the importance of making sure permanent and temporary staff are aware of relevant procedures

g. Explain how to communicate with colleagues on issues relating to health, hygiene, safety and security

h. Identify the person in the organisation who is responsible for first aid, health, hygiene, safety and security and their responsibilities

i. Explain the organisation’s emergency procedures

j. Describe the evacuation procedures that relate to own area of responsibility

k. Describe the procedures that should be followed when recording and storing information about health, hygiene, safety and security

l. Describe the procedures that should be followed when making recommendations about health, hygiene, safety and security

m. Identify to whom recommendations should be made regarding health, hygiene, safety and security

Learning outcome 2

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UT31012 21

Learning outcome 3

Understand how to maintain the health, hygiene, safety and security of the working environment

You can: Portfolio reference

a. Identify information about health, hygiene, safety and security that should be recorded and stored

b. Identify other people and organisations who need to have access to information about health, hygiene, safety and security

c. Identify the information on health, hygiene, safety and security that external authorities may need to access

d. Identify the potential health, hygiene, safety and security hazards that exist, or may exist, in own area of responsibility

e. Explain how to monitor own area of responsibility to ensure maintenance of health, hygiene, safety and security of employees, customers and other members of the public

f. Identify how frequently health, hygiene, safety and security inspections should be carried out

g. Explain how to assess the potential risks associated with the typical health, hygiene, safety and security hazards in own area of responsibility

h. Explain how to eliminate or minimise the risk associated with potential health, hygiene, safety and security hazards

i. Explain the limits of own authority when dealing with risks and hazards

j. Explain the procedures to follow when dealing with faults of equipment in own area of responsibility

k. Explain how to develop contingency plans to reduce the impact of any health, hygiene, safety and security problems that occur

l. Explain the procedure to follow in the event of an emergency, including bomb alerts and fire

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UT3101222

Notes Use this area for notes and diagrams

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UT31024Set objectives and provide support for team members

The aim of this unit is to develop your knowledge, understanding and practical skills to identify the requirements of a team, based on its objectives, and how to support and develop that team to meet those objectives.

UT31024_v8

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GLH

Credit value

Level

NOS

Observation(s)

External paper(s)

35

5

3

B5

0

0

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On completion of this unit you will:

Learning outcomes Evidence requirements

UT31024 25

1. Be able to communicate a team’s purpose and objectives to the team members

2. Be able to develop a plan with team members showing how team objectives will be met

3. Be able to support team members by identifying opportunities and providing support

4. Be able to monitor and evaluate progress and recognise individual and team achievement

1. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used.

2. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved.

3. External paper There is no external paper for this unit.

Set objectives and provide support for team members

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Achieving knowledge outcomes

Developing knowledge

You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*:

• Projects• Observed work• Witness statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies• Professional discussion

Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning.

When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved.

Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic.

*This is not an exhaustive list.

UT3102426

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Knowledge

UT31024 27

Learning outcome 1

Be able to communicate a team’s purpose and objectives to the team members

You can: Portfolio reference

a. Describe the purpose of a team

b. Set SMART (specific, measurable, achievable, realistic and time-bound) team objectives with its members

c. Communicate the team’s purpose and objectives to its members

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UT3102428

Learning outcome 2

Be able to develop a plan with team members showing how team objectives will be met

You can: Portfolio reference

a. Discuss with team members how team objectives will be met

b. Ensure team members participate in the planning process and think creatively

c. Develop plans to meet team objectives

d. Set SMART personal work objectives with team members

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UT31024 29

Learning outcome 3

Be able to support team members by identifying opportunities and providing support

You can: Portfolio reference

a. Identify opportunities and difficulties faced by team members

b. Discuss identified opportunities and difficulties with team members

c. Provide advice and support to team members to overcome identified difficulties and challenges

d. Provide advice and support to team members to make the most of identified opportunities

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UT3102430

Learning outcome 4

Be able to monitor and evaluate progress and recognise individual and team achievement

You can: Portfolio reference

a. Monitor and evaluate individual and team activities and progress

b. Provide recognition when individual and team objectives have been achieved

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UT20942Develop working relationships with colleagues

The aim of this unit is to develop your knowledge, understanding and practical skills in developing working relationships with colleagues, within your own and other organisations.

UT20942_v9

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GLH

Credit value

Level

NOS

Observation(s)

External paper(s)

15

3

2

D1

2

0

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On completion of this unit you will:

Learning outcomes

Evidence requirements

UT20942 33

1. Be able to establish working relationships with colleagues

2. Be able to act in a professional and respectful manner when working with colleagues

3. Be able to communicate with colleagues

4. Understand the benefits of working with colleagues

5. Be able to identify potential work-related difficulties and explore solutions

Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development. You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis.

4. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used.

5. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved.

6. External paper There is no external paper for this unit.

1. Environment Evidence for this unit should be gathered within the workplace, however, you may be assessed within an approved realistic working environment (RWE) that meets People 1st’s criteria.

2. Simulation Simulation is not allowed in this unit.

3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur.

Develop working relationships with colleagues

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Achieving observation outcomes

Achieving range

Achieving observations and range

UT2094234

Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit.

Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means.

Your assessor will sign off a learning outcome when all criteria have been competently achieved.

There is no range section that applies to this unit.

Guidance for tutors and assessors

Tutors and assessors must refer to the document(s) listed below, prior to delivering this unit. Document(s) can be downloaded from http://www.people1st.co.uk:

• Sector Assessment Strategy for competence based units of assessment and qualifications

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Learning outcome 1

Observations

You can:

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

UT20942 35

*May be assessed by supplementary evidence.

Be able to establish working relationships with colleagues

a. Identify colleagues within own and other organisations

b. Agree the roles and responsibilities for colleagues

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Learning outcome 2

You can:

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

UT2094236

a. Explain how to display behaviour that shows professionalism*

Be able to act in a professional and respectful manner when working with colleagues

*May be assessed by supplementary evidence.

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Learning outcome 3

You can:

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

UT20942 37

a. Identify information to others clearly and concisely

b. Explain how to receive and clarify own understanding of information*

Be able to communicate with colleagues

*May be assessed by supplementary evidence.

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Achieving knowledge outcomes

Developing knowledge

You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*:

• Projects• Observed work• Witness statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies• Professional discussion

Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning.

When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved.

Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic.

*This is not an exhaustive list.

UT2094238

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Knowledge

UT20942 39

Learning outcome 4

Understand the benefits of working with colleagues

You can: Portfolio reference

a. Describe the benefits of productive working relationships

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UT2094240

Learning outcome 5

Be able to identify potential work-related difficulties and explore solutions

You can: Portfolio reference

a. Identify potential work-related difficulties and conflicts of interest

b. Explain how to resolve potential difficulties that have been identified

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UT31019Lead a team to improve customer service

The aim of this unit is to develop your knowledge and understanding of your organisation and staffing resources. You will learn how to bring these together in a constructive way in order to improve overall customer service. You will need to give support and guidance to your team to encourage them to improve their customer service delivery.

UT31019_v10

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GLH

Credit value

Level

NOS

Observation(s)

External paper(s)

47

7

3

HSL5

2

0

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On completion of this unit you will:

Learning outcomes

Evidence requirements

UT31019 43

1. Be able to plan and organise the work of a team

2. Be able to provide support for team members

3. Be able to review performance of team members

4. Understand how to lead a team to improve customer service

You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis.

4. Range All ranges must be competently demonstrated as part of an assessed observation.

5. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used.

6. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes and cover ranges in this unit. All outcomes and ranges must be achieved.

7. External paper There is no external paper for this unit.

1. Environment Evidence for this unit should be gathered within the workplace, however, you may be assessed within an approved realistic working environment (RWE) that meets People 1st’s criteria.

2. Simulation Simulation is not allowed in this unit.

3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development.

Lead a team to improve customer service

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Achieving observation outcomes

Achieving range

Achieving observations and range

UT3101944

Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit.

Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means.

Your assessor will sign off a learning outcome when all criteria have been competently achieved.

The range section indicates what must be covered. The specified number of ranges must be practically demonstrated as part of an assessed observation. Evidence for the remaining points under the range must be assessed through questioning or witness testimony.

Every range item must be evidenced.

You may be required to undertake additional observations to ensure all range items have been covered. VTCT recommends that where possible all ranges are covered practically. Your assessor will document the portfolio reference once a range has been covered.

Guidance for tutors and assessors

Tutors and assessors must refer to the document(s) listed below, prior to delivering this unit. Document(s) can be downloaded from http://www.people1st.co.uk:

• Sector Assessment Strategy for competence based units of assessment and qualifications

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Learning outcome 1

Observations

You can:

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

UT31019 45

*May be assessed by supplementary evidence.

Be able to plan and organise the work of a team

a. Treat team members with respect at all times

b. Agree with team members their role in delivering effective customer service

c. Involve team members in planning and organising their customer service work

d. Allocate work which takes full account of team members’ customer service skills and the objectives of the organisation

e. Motivate team members to work together to raise their customer service performance

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Learning outcome 2

You can:

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

UT3101946

a. Check that team members understand what they have to do to improve their work with customers and why that is important

b. Check with team members what support they feel they may need throughout this process

c. Provide team members with support and direction when they need help

d. Encourage team members to work together to improve customer service

Be able to provide support for team members

*May be assessed by supplementary evidence.

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Learning outcome 3

You can:

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

UT31019 47

a. Provide sensitive feedback to team members about their customer service performance

b. Encourage team members to discuss their customer service performance

c. Discuss sensitively with team members action they need to take to continue to improve their customer service performance

Be able to review performance of team members

*May be assessed by supplementary evidence.

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You must practically demonstrate that you have:

Range

Taken into account all organisational constraints Portfolio reference

Time

Human resources

Physical resources

Financial resources

Taken into account all team or individual constraints Portfolio reference

Existing workloads

Individual capabilities and sensitivities

Initiatives and objectives currently being undertaken by the organisation

Influences operating on the team from outside

Used all methods to support team members Portfolio reference

Plan and organise their work

Provide support and guidance

Provide feedback on performance

Provided all types of feedback Portfolio reference

Formal or informal

Verbal or in writing

Where applicable, the specified number of ranges must be practically demonstrated as part of an observation. Those remaining must be evidenced by practical observation or other assessment methods. All ranges must be evidenced in your portfolio.

UT3101948

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Developing knowledge

Achieving knowledge outcomes

You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*:

• Projects• Observed work• Witness statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies• Professional discussion

Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning.

When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved.

Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic.

*This is not an exhaustive list.

UT31019 49

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Knowledge

UT3101950

Understand how to lead a team to improve customer service

You can: Portfolio reference

a. Describe the roles and responsibilities of your team members and where the team members fit in the overall structure of the organisation

b. Explain how team and individual performance can affect the achievement of organisational objectives

c. Explain the implications of failure to improve customer service for your team members and your organisation

d. Describe how to plan work activities

e. Explain how to present plans to others to gain understanding and commitment

f. Explain how to facilitate meetings to encourage frank and open discussion

g. Explain how to involve and motivate staff to encourage teamwork

h. Describe how to recognise and deal sensitively with issues of underperformance

Learning outcome 4

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UT31006Contribute to the control of resources

The aim of this unit is to develop your knowledge and understanding, and that of the staff for whom you are responsible, ensuring that resources are used effectively and efficiently without undue waste. You will cover obtaining supplies, checking equipment, monitoring the use of resources and keeping records.

UT31006_v9

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GLH

Credit value

Level

NOS

Observation(s)

External paper(s)

30

4

3

HSL3

2

0

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On completion of this unit you will:

Learning outcomes

Evidence requirements

1. Be able to contribute to the control of resources

2. Understand factors affecting the use of resources

3. Understand how to contribute to the control of resources

You need to meet the same standard on a regular and consistent basis. Separating the assessments by a period of at least two weeks is recommended as competence must be demonstrated on a consistent and regular basis.

4. Knowledge outcomes There must be evidence that you possess all the knowledge and understanding listed in the Knowledge section of this unit. In most cases this can be done by professional discussion and/or oral questioning. Other methods, such as projects, assignments and/or reflective accounts may also be used.

5. Tutor/Assessor guidance You will be guided by your tutor/assessor on how to achieve learning outcomes in this unit. All outcomes must be achieved.

6. External paper There is no external paper for this unit.

1. Environment Evidence for this unit should be gathered within the workplace, however, you may be assessed within an approved realistic working environment (RWE) that meets People 1st’s criteria.

2. Simulation Simulation is not allowed in this unit.

3. Observation outcomes Competent performance of Observation outcomes must be demonstrated on at least two occasions. Assessor observations, witness testimonies and products of work are likely to be the most appropriate sources of performance evidence. Professional discussion may be used as supplementary evidence for those criteria that do not naturally occur. Assessed observations should not be carried out on the same day for the same learning outcome. There should be sufficient time between assessments for reflection and personal development.

Contribute to the control of resources

UT31006 53

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Achieving observation outcomes

Achieving range

Achieving observations and range

Your assessor will observe your performance of practical tasks. The minimum number of competent observations required is indicated in the Evidence requirements section of this unit.

Criteria may not always naturally occur during a practical observation. In such instances you will be asked questions to demonstrate your competence in this area. Your assessor will document the criteria that have been achieved through professional discussion and/or oral questioning. This evidence will be recorded by your assessor in written form or by other appropriate means.

Your assessor will sign off a learning outcome when all criteria have been competently achieved.

There is no range section that applies to this unit.

Guidance for tutors and assessors

Tutors and assessors must refer to the document(s) listed below, prior to delivering this unit. Document(s) can be downloaded from http://www.people1st.co.uk:

• Sector Assessment Strategy for competence based units of assessment and qualifications

UT3100654

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Learning outcome 1

Observations

You can:

Observation 1 2 Optional OptionalCriteria questioned orally

Date achieved

Portfolio reference

Learner signature

Assessor initials

*May be assessed by supplementary evidence.

Be able to contribute to the control of resources

a. Identify the resources needed from those available*

b. Follow organisational procedures for obtaining additional resources*

c. Follow organisational procedures when dealing with any problems in obtaining resources*

d. Update relevant people within the organisation when dealing with any problems in obtaining resources*

e. Determine the quality, quantity and suitability of resources needed for use*

f. Ensure that equipment and materials are correctly stored and maintained*

g. Encourage colleagues to make efficient use of resources*

h. Monitor the use of resources in own area of responsibility*

i. Contribute to the effective and efficient use of resources in line with organisational and legal requirements*

j. Maintain accurate records about resources in line with organisational requirements*

k. Propose ways of making better use of resources following organisational requirements*

UT31006 55

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Achieving knowledge outcomes

Developing knowledge

You will be guided by your tutor and assessor on the evidence that needs to be produced. Your knowledge and understanding will be assessed using the assessment methods listed below*:

• Projects• Observed work• Witness statements• Audio-visual media • Evidence of prior learning or attainment• Written questions• Oral questions• Assignments• Case studies• Professional discussion

Where applicable your assessor will integrate knowledge outcomes into practical observations through professional discussion and/or oral questioning.

When a criterion has been orally questioned and achieved, your assessor will record this evidence in written form or by other appropriate means. There is no need for you to produce additional evidence as this criterion has already been achieved.

Some knowledge and understanding outcomes may require you to show that you know and understand how to do something. If you have practical evidence from your own work that meets knowledge criteria, then there is no requirement for you to be questioned again on the same topic.

*This is not an exhaustive list.

UT3100656

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Knowledge

UT31006 57

Learning outcome 2

Understand factors affecting the use of resources

You can: Portfolio reference

a. Identify the resources that are used in own area of responsibility

b. Explain how to check the resources that are required for the work needing to be carried out

c. Explain how to ensure resources are suitable for the work that needs to be carried out

d. Describe normal consumption levels for resources in own area of responsibility

e. Identify the approximate costs of the resources used in own area of responsibility

f. Explain how resource costs affect the organisation’s financial targets

g. Explain the importance of working within agreed spending limits

h. Describe the procedures that need to be followed when it is necessary to go beyond agreed spending limits

i. Explain the importance of getting management approval when needing to go beyond agreed spending limits

j. Identify the organisation’s regular suppliers

k. Identify who within the organisation is responsible for ordering supplies

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UT3100658

Learning outcome 3

Understand how to contribute to the control of resources

You can: Portfolio reference

a. Describe the appropriate lifting and handling methods and techniques for moving resources in own area of responsibility

b. Describe the health and safety requirements for the resources used in own area of responsibility

c. Explain the environmental impact some resources can have on the environment

d. Describe the organisation's policies and procedures for: • obtaining resources • using resources • controlling waste • recycling

e. Explain how to monitor the use of resources

f. Outline how resources should be stored

g. Explain the importance of keeping waste to a minimum

h. Explain how to keep waste to a minimum

i. Explain how to encourage efficient use of resources to benefit the organisation and the environment

j. Explain how to ensure resources are handled and stored in line with organisational requirements

k. Explain how to present recommendations to improve the use of resources

l. Explain the advantages of using computerised stock control systems