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Communication and Assessment Criteria

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    Assessment Criteria
    0
    1.1
    Outline guidelines, procedures codes of practice relevant to personal work 0
    1.2
    Explain the purpose of planning work, and being accountable to others for own work 0
    1.3
    Explain the purpose and benefits of agreeing realistic targets for work 0
    1.4
    Explain how to agree realistic targets
    0
    1.5
    Describe ways of planning work to meet agreed deadlines
    0
    1.6
    Explain the purpose of keeping other people informed about progress 0
    1.7
    Explain the purpose and benefits of letting other people know work plans need to be changed 0
    1.8
    Describe types of problems that may occur during work
    0
    1.9
    Describe ways of seeking assistance with getting help to resolve problems 0
    1.10
    Explain the purpose and benefits of recognising and learning from mistakes

    Learning Outcome 2 : Understand how to behave in a way that supports effective working Score

    Assessment Criteria
    0
    2.1
    Explain the purpose and benefits of agreeing and setting high standards for own work 0
    2.2
    Describe ways of setting high standards for work
    0
    2.3
    Explain the purpose and benefits of taking on new challenges if they arise 0
    2.4
    Explain the purpose and benefits of adapting to change
    0
    2.5
    Explain the purpose and benefits of treating others with honesty, respect and consideration 0
    2.6
    Explain why own behaviour in the workplace is important
    0
    2.7
    Describe types of behaviour at work that show honesty, respect and consideration and those that do not

    Learning Outcome 3 : Be able to plan and be responsible for own work, supported by others Score

    Assessment Criteria
    0
    3.1
    Agree realistic targets and achievable timescales for own work 0
    3.2
    Plan work tasks to make best use of own time and available resources 0
    3.3
    Confirm effective working methods with others
    0
    3.4
    Identify and report problems occurring in own work, using the support of other people when necessary 0
    3.5
    Keep other people informed of progress
    0
    3.6
    Complete work tasks to agreed deadlines or re-negotiate timescales and plans in good time 0
    3.7
    Take responsibility for own work and accept responsibility for any mistakes made 0
    3.8
    Follow agreed work guidelines, procedures and, where needed, codes of practice

    Learning Outcome 4 : Behave in a way that supports effective working Score

    Assessment Criteria
    0
    4.1
    Set high standards for own work and show commitment to achieving these standards 0
    4.2
    Agree to take on new challenge(s) if they arise
    0
    4.3
    Adapt to new ways of working
    0
    4.4
    Treat other people with honesty, respect and consideration
    0
    4.5
    Help and support other people in work tasks

    Unit: CU681
    Improve Own Performance in a Business Environment

    Learning Outcome 1 : Understand how to improve own performance Score

    Assessment Criteria
    0
    1.1
    Explain the purpose and benefits of continuously improving performance at work 0
    1.2
    Explain the purpose and benefits of encouraging and accepting feedback from others 0
    1.3
    Explain how learning and development can improve own work, benefit organisations, and identify career options 0
    1.4
    Describe possible career progression routes
    0
    1.5
    Describe possible development opportunities

    Learning Outcome 2 : Be able to improve own performance using feedback Score

    Assessment Criteria
    0
    2.1
    Encourage and accept feedback from other people
    0
    2.2
    Use feedback to agree ways to improve own performance in the workplace 0
    2.3
    Complete work tasks, using feedback given, to improve performance

    Learning Outcome 3 : Be able to agree own development needs using a learning plan Score

    Assessment Criteria
    0
    3.1
    Investigate and agree where further learning and development may improve own work performance 0
    3.2
    Confirm learning plan changes
    0
    3.3
    Follow a learning plan
    0
    3.4
    Review progress against learning plan and agree further learning updates, if required

    Unit: CU677
    Use Office Equipment

    Learning Outcome 1 : Know about different types of office equipment and its uses Score

    Assessment Criteria
    0
    1.1
    Identify different types of equipment and their uses
    0
    1.2
    Describe the different features of different types of office equipment 0
    1.3
    Explain why different types of equipment are chosen for tasks

    Learning Outcome 2 : Understand the purpose of following instructions and health and safety procedures Score

    Assessment Criteria
    0
    2.1
    Explain the purpose of following manufacturer’s instructions when using equipment 0
    2.2
    Explain the purpose of following organisational instructions when using equipment 0
    2.3
    Identify health and safety procedures for using different types of equipment 0
    2.4
    Explain the purpose of following health and safety procedures when using equipment 0
    2.5
    Explain the purpose of keeping equipment clean and hygienic

    Learning Outcome 3 : Understand how to use equipment in a way that minimises waste Score

    Assessment Criteria
    0
    3.1
    Give examples of waste when using equipment
    0
    3.2
    Give examples of ways to reduce waste
    0
    3.3
    Explain the purpose of minimising waste

    Learning Outcome 4 : Know about the different types of problems that may occur when using equipment and how to deal with them Score

    Assessment Criteria
    0
    4.1
    Give examples of equipment problems
    0
    4.2
    Explain the purpose of following manufacturer’s instructions and organisational procedures when dealing with problems 0
    4.3
    Give examples of how to deal with problems

    Learning Outcome 5 : Understand the purpose of meeting work standards and deadlines Score

    Assessment Criteria
    0
    5.1
    Explain the purpose of meeting work standards and deadlines when using equipment

    Learning Outcome 6 : Understand the purpose of leaving equipment and the work area ready for the next user Score

    Assessment Criteria
    0
    6.1
    Explain the purpose of leaving equipment and the work area ready for the next user

    Learning Outcome 7 : Be able to use office equipment
    Score

    Assessment Criteria
    0
    7.1
    Locate and select equipment needed for a task
    0
    7.2
    Use equipment following manufacturer’s and organisational guidelines 0
    7.3
    Use equipment minimising waste
    0
    7.4
    Keep equipment clean and hygienic
    0
    7.5
    Deal with equipment problems following manufacturer’s and organisational procedures 0
    7.6
    Refer problems, if required
    0
    7.7
    Make sure final work product meets agreed requirements
    0
    7.8
    Make sure that product is delivered to agreed timescale
    0
    7.9
    Make sure equipment, resources and work area are ready for the next user

    Unit: CU697
    Handle mail

    Learning Outcome 1 : Understand security procedures when handling mail or packages Score

    Assessment Criteria
    0
    1.1
    Explain the purpose of security procedures for handling mail or packages 0
    1.2
    Give examples of security procedures for handling mail in organisation(s)

    Learning Outcome 2 : Understand the range of available internal and external mail services Score

    Assessment Criteria
    0
    2.1
    Explain the purpose of distributing and dispatching mail to the correct recipient within agreed timescales 0
    2.2
    State the organisational structure and names, roles and locations of individuals and teams 0
    2.3
    Give examples of internal and external mail services available to organisations 0
    2.4
    Give reasons for selecting internal and external mail services 0
    2.5
    Describe the methods of calculating postage charges for mail or packages 0
    2.6
    Describe the types of problems that may occur with incoming and outgoing mail and how to deal with these

    Learning Outcome 3 : Be able to receive, distribute and collect internal mail or packages Score

    Assessment Criteria
    0
    3.1
    Receive, check and sort incoming mail or packages
    0
    3.2
    Identify and deal with unwanted junk mail or damaged items
    0
    3.3
    Identify and deal with suspicious items
    0
    3.4
    Distribute incoming mail or packages
    0
    3.5
    Collect, sort and prioritise outgoing mail or packages

    Learning Outcome 4 : Be able to follow procedures for despatching mail or packages Score

    Assessment Criteria
    0
    4.1
    Identify best options for despatching mail
    0
    4.2
    Agree a cost for despatching mail or packages
    0
    4.3
    Arrange services to collect outgoing mail or packages, if required 0
    4.4
    Identify and prepare items for urgent or special delivery, where necessary 0
    4.5
    Calculate correct postage charges for outgoing mail or packages 0
    4.6
    Record postage costs
    0
    4.7
    Despatch outgoing mail or packages to agreed timescale

    Learning Outcome 5 : Be able to resolve, report or refer problems that may
    occur in handling mail or packages Score

    Assessment Criteria
    0
    5.1
    Identify where a problem may exist with incoming and outgoing mail or packages 0
    5.2
    Resolve, report or refer problems with incoming and outgoing mail or packages

    Unit: CU683
    Work With Other People in a Business Environment

    Learning Outcome 1 : Understand how your role fits with organisational values and practices Score

    Assessment Criteria
    0
    1.1
    Describe the sector in which your organisation operates
    0
    1.2
    Describe your organisation’s missions and purpose
    0
    1.3
    Compare you organisation to other types of organisation in your sector 0
    1.4
    Outline your responsibilities
    0
    1.5
    Describe how your role fits into your organisation’s structure 0
    1.6
    Describe how your role contributes to the organisation’s operations 0
    1.7
    Outline the policies, procedures, systems and values of your organisation
    that are relevant to your role 0
    1.8
    Outline who you would consult if unsure about organisational policies, procedures, systems and values

    Learning Outcome 2 : Understand how to work as part of a team to achieve goals and objectives Score

    Assessment Criteria
    0
    2.1
    Explain the purpose of working with other people to achieve goals and objectives 0
    2.2
    Identify situations in which working with others can achieve positive results 0
    2.3
    Explain the purpose and benefits of agreeing work goals and plans when working with others 0
    2.4
    Describe situations in which team members might support each other 0
    2.5
    Describe ways of providing support to other people in a team 0
    2.6
    Explain the purpose of agreeing quality measures with a team

    Learning Outcome 3 : Understand how to communicate as part of a team Score

    Assessment Criteria
    0
    3.1
    Explain the purpose of communicating with other people in a team 0
    3.2
    Identify different methods of communication and when to use them

    Learning Outcome 4 : Understand the contribution of individuals within a team Score

    Assessment Criteria
    0
    4.1
    Explain the purpose of recognising the strengths of others
    0
    4.2
    Explain the value of diversity within teams
    0
    4.3
    Explain the purpose of respecting individuals working within a team

    Learning Outcome 5 : Understand how to deal with problems and disagreements Score

    Assessment Criteria
    0
    5.1
    Describe the types of problems and disagreements that may occur when working with other people in a team 0
    5.2
    Describe ways of dealing with problems and disagreements when working with other people in a team

    Learning Outcome 6 : Understand the purpose of feedback when working as a team Score

    Assessment Criteria
    0
    6.1
    Explain the purpose of giving and receiving constructive feedback 0
    6.2
    Describe ways of using feedback to improve own work, and a team as a whole

    Learning Outcome 7 : Be able to work in a way that fits with organisational values and practices Score

    Assessment Criteria
    0
    7.1
    Follow organisational policies, systems and procedures relevant to your role 0
    7.2
    Apply relevant organisational values across all aspects of your work 0
    7.3
    Work with outside organisations and individuals in a way that protects the image of your organisation, when relevant 0
    7.4
    Seek guidance when unsure about organisational policies, systems, procedures and values

    Learning Outcome 8 : Be able to work in a team to achieve goals and objectives Score

    Assessment Criteria
    0
    8.1
    Communicate effectively with other people in a team
    0
    8.2
    Contribute to the agreement of work objectives and quality measures with a team, to achieve a positive outcome 0
    8.3
    Make sure work goals and objectives are achieved in a way that makes best use of own abilities in a team 0
    8.4
    Provide support to members of a team, if required
    0
    8.5
    Show respect for individuals in a team
    0
    8.6
    Make sure own work meets agreed quality standards and is on time

    Learning Outcome 9 : Be able to deal with or refer problems in a team Score

    Assessment Criteria
    0
    9.1
    Identify problem(s) or disagreement(s) in a team
    0
    9.2
    Resolve problem(s) or disagreement(s) within limits of own authority and experience 0
    9.3
    Refer problems, as required

    Learning Outcome 10 : Be able to use feedback on objectives in a team Score

    Assessment Criteria
    0
    10.1
    Contribute to providing constructive feedback on the achievement of objectives to a team 0
    10.2
    Receive constructive feedback on own work
    0
    10.3
    Use feedback on achievement of objectives to

    Unit: CU679
    Communicate in a business environment

    Learning Outcome 1 : Understand the purpose of planning communication Score

    Assessment Criteria
    0
    1.1
    Explain reasons for knowing the purpose of communication
    0
    1.2
    Explain reasons for knowing the audience to whom the communication is being presented 0
    1.3
    Describe different methods of communication
    0
    1.4
    Describe when to use different methods of communication

    Learning Outcome 2 : Understand how to communicate in writing Score

    Assessment Criteria
    0
    2.1
    Identify different sources of information that may be used when preparing written communication 0
    2.2
    Describe the communication principles for using electronic forms of written communication in a business environment 0
    2.3
    Describe the reasons for using language that suits the purpose of written communication 0
    2.4
    Describe ways of organising, structuring and presenting written information so it meets the needs of an audience 0
    2.5
    Describe ways of checking for the accuracy of written information 0
    2.6
    Explain the purpose of accurate use of grammar, punctuation and spelling 0
    2.7
    Explain what is meant by plain English, and why it is used
    0
    2.8
    Explain the need to proofread and check written work
    0
    2.9
    Explain how to identify work that is important and work that is urgent 0
    2.10
    Describe organisational procedures for saving and filing written communications

    Learning Outcome 3 : Understand how to communicate verbally Score

    Assessment Criteria
    0
    3.1
    Describe ways of verbally presenting information and ideas clearly 0
    3.2
    Explain ways of making contributions to discussions that help to move them forward 0
    3.3
    Describe methods of active listening
    0
    3.4
    Explain the purpose of summarising verbal communications

    Learning Outcome 4 : Understand the purpose of feedback in developing communication skills Score

    Assessment Criteria
    0
    4.1
    Describe ways of getting feedback on communications
    0
    4.2
    Explain the purpose of using feedback to develop communication skills

    Learning Outcome 5 : Be able to plan communication
    Score

    Assessment Criteria
    0
    5.1
    Identify the purpose of communications and the audience(s)
    0
    5.2
    Select methods of communication to be used
    0
    5.3
    Confirm methods of communication, as required

    Learning Outcome 6 : Be able to communicate in writing
    Score

    Assessment Criteria
    0
    6.1
    Find and select information needed for written communications 0
    6.2
    Organise, structure and present information so that it is clear, accurate and meets the needs of the audience 0
    6.3
    Use language that suits the purpose of written communication and the audience 0
    6.4
    Use accurate grammar, spelling and punctuation, and plain English to make sure that meaning is clear 0
    6.5
    Proofread and check written communications and make amendments, as required 0
    6.6
    Confirm what is important and what is urgent
    0
    6.7
    Produce written communications to meet agreed deadlines
    0
    6.8
    Keep a file copy of written communications sent

    Learning Outcome 7 : Be able to communicate verbally
    Score

    Assessment Criteria
    0
    7.1
    Verbally present information and ideas to others clearly and accurately 0
    7.2
    Make contributions to discussion(s) that move the discussion forward 0
    7.3
    Actively listen to information given by other people, and make relevant responses 0
    7.4
    Ask relevant questions to clarify own understanding, as required 0
    7.5
    Summarise verbal communication(s) and agree that the correct meaning has been understood

    Learning Outcome 8 : Be able to identify and agree ways of developing communication skills Score

    Assessment Criteria
    0
    8.1
    Get feedback to confirm whether the communication has achieved its purpose 0
    8.2
    Use feedback to identify and agree ways of improving own communication skills

    Unit: CU678
    Work in a business environment

    Learning Outcome 1 : Understand how to respect other people at work Score

    Assessment Criteria
    0
    1.1
    Describe what is meant by diversity and why it should be valued 0
    1.2
    Describe how to treat other people in a way that is sensitive to their needs 0
    1.3
    Describe how to treat other people in a way that respects their abilities, background, values, customs and beliefs 0
    1.4
    Describe ways in which it possible to learn from others at work

    Learning Outcome 2 : Understand how to maintain security and confidentiality at work and deal with concerns Score

    Assessment Criteria
    0
    2.1
    Describe the purpose and benefits of maintaining security and confidentiality at work 0
    2.2
    Describe requirements for security and confidentiality in an organisation 0
    2.3
    Describe legal requirements for security and confidentiality, as required 0
    2.4
    Describe procedures for dealing with concerns about security and confidentiality in an organisation

    Learning Outcome 3 : Understand the purpose and procedures for keeping waste to a minimum in a business environment Score

    Assessment Criteria
    0
    3.1
    Explain the purpose of keeping waste to a minimum
    0
    3.2
    Describe the main causes of waste that may occur in a business environment 0
    3.3
    Describe ways of keeping waste to a minimum
    0
    3.4
    Identify ways of using technology to reduce waste
    0
    3.5
    Outline the purpose and benefits of recycling
    0
    3.6
    Describe organisational procedures for recycling materials

    Learning Outcome 4 : Understand procedures for disposal of hazardous materials Score

    Assessment Criteria
    0
    4.1
    Describe the benefits of procedures for the recycling and disposal of hazardous materials 0
    4.2
    Describe organisational procedures for the recycling and disposal of hazardous materials

    Learning Outcome 5 : Know how to support sustainability in an organisation
    Score

    Assessment Criteria
    0
    5.1
    Outline the purpose of improving efficiency and minimising waste 0
    5.2
    Describe ways of improving own working methods and use of technology to achieve efficiency and reduce waste

    Learning Outcome 6 : Be able to respect and support other people at work in an organisation Score

    Assessment Criteria
    0
    6.1
    Complete work tasks alongside other people in a way that shows respect for a) backgrounds
    b) abilities
    c) values, customs and beliefs
    0
    6.2
    Complete work tasks with other people in a way that is sensitive to their needs 0
    6.3
    Use feedback and guidance from other people to improve own way of working 0
    6.4
    Follow organisational procedures and legal requirements in relation to discrimination legislation, as required

    Learning Outcome 7 : Be able to maintain security and confidentiality Score

    Assessment Criteria
    0
    7.1
    Keep property secure, following organisational procedures and legal requirements, as required 0
    7.2
    Keep information secure and confidential, following organisational procedures and legal requirements 0
    7.3
    Follow organisational procedures to report concerns about security / confidentiality, as required

    Learning Outcome 8 : Be able to support sustainability and minimise waste in an organisation Score

    Assessment Criteria
    0
    8.1
    Complete work tasks, keeping waste to a minimum
    0
    8.2
    Use technology in work task(s) in ways that minimise waste
    0
    8.3
    Follow procedures for recycling and disposal of hazardous materials, as required 0
    8.4
    Follow procedures for the maintenance of equipment in own work

    Unit: CU698
    Provide Reception Services

    Learning Outcome 1 : Understand the purpose of reception services in a business environment Score

    Assessment Criteria
    0
    1.1
    Explain the purpose of the receptionist role as the first point of contact between the public / client and an organisation 0
    1.2
    Explain the purpose of presenting a positive image of self and the organisation 0
    1.3
    Explain how to present a positive image of self and the organisation

    Learning Outcome 2 : Understand the procedures to be followed when providing reception services Score

    Assessment Criteria
    0
    2.1
    Describe the structure and lines of communication in an organisation 0
    2.2
    Explain how the structure in an organisation affects lines of communication 0
    2.3
    Explain the purpose of entry, departure, security and confidentiality procedures, including own responsibilities 0
    2.4
    Explain how to carry out entry, departure, security and confidentiality procedures in a reception area 0
    2.5
    Explain the purpose of health and safety procedures when providing a reception service, including own responsibilities 0
    2.6
    Explain how to carry out health and safety procedures in a reception area 0
    2.7
    Describe the emergency procedures and your role within them
    0
    2.8
    Describe the types of problems that may occur with visitors including, conflict and aggression 0
    2.9
    Explain ways of dealing with problems and when to refer them to an appropriate colleague

    Learning Outcome 3 : Understand ways of improving reception services and developing own role Score

    Assessment Criteria
    0
    3.1
    Explain the purpose of suggesting ideas for improving a reception area 0
    3.2
    Explain the purpose of carrying out additional duties, if applicable, and give examples

    Learning Outcome 4 : Provide a reception service
    Score

    Assessment Criteria
    0
    4.1
    Present a positive image of self and the organisation
    0
    4.2
    Provide individuals with requested information and other useful information, within guidelines on confidentiality 0
    4.3
    Follow entry and exit security procedures, if required
    0
    4.4
    Follow relevant health and safety procedures
    0
    4.5
    Deal with problems that may occur, if necessary
    0
    4.6
    Refer problems, as required
    0
    4.7
    Make sure a reception area gives a positive image of the organisation 0
    4.8
    Make suggestions for improving a reception area, as required 0
    4.9
    Follow organisational procedures in the event of an accident or emergency, as required 0
    4.10
    Look for and complete additional task(s) during quiet periods, as required h

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