Business and Administration
QCF units of assessment Level 1
Draft 08 3rd September 2013
Prepared for Skills CFA by Denise Clarke Ltd
©2012 Skills CFA
Contents
No.
Detail
B&A 1
Principles of personal performance and development
B&A 2
Principles of business
B&A 3
Work with others in a business environment
B&A 4
Working in a healthy and safe way in a business environment
B&A 5
Manage personal time and work
B&A 6
Use telephone systems
B&A 7
Prepare text from notes
B&A 8
Store and retrieve information
B&A 9
Meet and welcome visitors in a business environment
B&A 10
Handle mail
B&A 11
Use office equipment
B&A 12
Maintain and issue stationery
B&A 13
Competence-based synoptic unit
©2012 Skills CFA
Page
Report - 03.12 • Page 2
Version Control
Date
08/07/13
17/07/13
01/08/13
27/08/13
20/08/13
29/08/13
29/08/13
03/09/13
©2012 Skills CFA
Version
0.1
0.2
0.3
0.4
0.5
0.6
0.7
2.0
Purpose / changes
1st draft
Review of 1st draft
2nd draft
Employer feedback
AOs’ comments
AO feedback
Accepted track
changes
EV comments
Author
Denise Clarke
Anthea
Denise Clarke
Denise Clarke
Anthea Hollist
Denise Clarke
Anthea Hollist
Denise Clarke
Report - 03.12 • Page 3
Title
Principles of personal performance and development
Skills CFA Reference
B&A 1
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know employees’ rights and employers’
expectations
1.1 State an organisation’s expectations of
its employees
1.2 State an employee’s entitlements
1.3 Outline the possible consequences of
not working within employees’ rights
and employers’ expectations
1.4 State where to find information and
advice on employees’ rights and
employers’ expectations
2. Know how to manage personal work
and responsibilities
2.1 Describe how to organise allocated
tasks
2.2 Describe the purpose of individual and
team goals and targets
2.3 State the purpose of keeping other
people informed of progress and
problems
2.4 Describe how their behaviour can affect
teamwork
2.5 State the limits of their responsibilities
2.6 State what to do when a problem arises
3. Know how to improve personal
performance
3.1 State the purpose and benefits of
personal development at work
3.2 Explain the use of personal
development plans
3.3 Describe how to fulfil a personal
development plan
3.4 Outline a manager’s role in an
individual’s personal development
3.5 Outline possible development
opportunities and career paths within
the organisation
4. Know ways of managing and improving
personal performance and
4.1 List ways to manage time to meet
deadlines and quality standards
©2012 Skills CFA
Report - 03.12 • Page 4
development
Additional Information about the unit
Unit purpose and aim(s)
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
appropriate)
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
4.2 Describe how acting on feedback can
benefit a team and/or organisation
4.3 Outline the behaviours that shows
trust, respect and consideration for
others
4.4 Describe the importance of accepting
responsibility for one’s own work
This unit concerns
Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 5
Title
Principles of business
Skills CFA Reference
B&A 2
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know the purpose and structure of
work in an organisation
1.1 State the business objectives of an
organisation
1.2 Outline the structure of an organisation
1.3 Describe why it is important for a
business to be financially viable
2. Know how to contribute to
sustainability within an organisation
2.1 State what is meant by “sustainability”
2.2 Describe why it is important to keep
waste to a minimum
2.3 State the procedures to be followed
when recycling and disposing of waste
3. Know how to contribute to equality and
diversity within an organisation
3.1 State the requirements of equality and
diversity in the workplace
3.2 State why it is important to support
equality and diversity
3.3 State ways of behaving that show
sensitivity and respect for other people
3.4 State the legal requirements and
organisational procedures relating to
equality and diversity
4. Know the requirements of
confidentiality and security in an
organisation
4.1 State the importance of maintaining
organisational standards of
confidentiality and security
4.2 Outline how confidentiality- and
security-related requirements affect
administration
Additional Information about the unit
Unit purpose and aim(s)
This unit concerns
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
appropriate)
Assessment requirements or guidance
©2012 Skills CFA
Report - 03.12 • Page 6
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 7
Title
Work with others in a business environment
Skills CFA Reference
B&A 3
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know how to work with others in a
business environment
2. Be able to work with others in a
business environment
1.1 State what to do when problems arise
1.2 State how an administrator’s role fits in
with the roles of others
1.3 State how an organisation’s values and
policies affect how work is carried out
1.4 Outline why carrying out work as
instructed is important
1.5 State the importance of understanding
authority at work
1.6 State how and why to behave in a way
that does not cause conflict
1.7 Describe different ways to help
colleagues
2.1 Maintain expected standards of
performance
2.2 Seek work when they have completed
allocated tasks
2.3 Meet agreed deadlines, targets and
quality standards
2.4 Offer help to other colleagues
2.5 Act positively on feedback on their
performance
2.6 Treat others with courtesy and respect
2.7 Adhere to organisational policies and
procedures and legal and ethical
requirements
Additional Information about the unit
Unit purpose and aim(s)
This unit concerns
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
appropriate)
©2012 Skills CFA
Report - 03.12 • Page 8
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 9
Title
Working in a healthy and safe way in a business environment
Skills CFA Reference
B&A 4
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know how to work in a healthy and safe
way in a business environment
1.1 Describe the importance of working in a
healthy and safe way
1.2 State their responsibilities for health
and safety
1.3 State the occupational health and
safety guidelines to be followed when
using a keyboard and screen
1.4 State what could pose possible health
and safety risks in the workplace
1.5 State emergency health and safety
procedures
2. Be able to work in a healthy and safe
way when using a keyboard
2.1 Follow procedures for workstation use,
care and maintenance
2.2 Position fingers, wrists, forearms and
back correctly in relation to the
equipment in use
2.3 Use approved techniques to prevent
repetitive strain injury
3. Be able to work in a healthy and safe
way in a business environment
3.1 Ensure that their personal conduct does
not endanger others
3.2 Follow manufacturers’ instructions in
the use of equipment, materials and
products
3.3 Adhere to organisational policies and
procedures, and legal and ethical
requirements
Additional Information about the unit
Unit purpose and aim(s)
This unit concerns
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
appropriate)
©2012 Skills CFA
Report - 03.12 • Page 10
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 11
Title
Manage personal time and work
Skills CFA Reference
B&A 5
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know how to manage their own work
1.1 Describe ways of managing time and
workloads
1.2 State the possible effects of stress on a
person’s work
1.3 Describe why it is important to seek
work and offer help to others
1.4 State why organisations are concerned
with people achieving an acceptable
“work-life balance”
1.5 Describe why it is important to manage
time effectively
2. Be able to manage personal time and
work
2.1 Use time management techniques to
plan and manage workloads
2.2 Finish tasks within the allotted
timescale
2.3 Inform team members of progress and
developments
2.4 Ask for work when existing tasks have
been completed
2.5 Accept responsibility for their own
mistakes
2.6 Report problems beyond their level of
authority or competence to the right
person
2.7 Adhere to organisational policies and
procedures, legal and ethical
requirements
Additional Information about the unit
Unit purpose and aim(s)
Unit expiry date
©2012 Skills CFA
This unit concerns
Report - 03.12 • Page 12
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
appropriate)
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 13
Title
Use telephone systems
Skills CFA Reference
B&A 6
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know how to use telephone and
voicemail systems
1.1 State the features of a telephone and
voicemail system
1.2 Outline how a caller’s experiences
affect their view of an organisation
1.3 State ways of communicating clearly in
compliance with telephone conventions
1.4 State the importance of being clear
when communicating using a telephone
1.5 State organisational fault reporting
procedures
1.6 Describe why it is important to maintain
security and data protection procedures
1.7 State the types of information that
must not be given out or heard by
others when using a telephone
1.8 State different ways of passing on
messages
2. Be able to make telephone calls
2.1 Identify the reason for making a call
2.2 Obtain the name and number(s) of the
person to be contacted
2.3 Communicate information to achieve
the call objective(s)
2.4 Communicate in a way that meets
organisational standards and guidelines
3. Be able to receive telephone calls
3.1 Put callers through to the right people
3.2 Announce the caller’s name and
organisation
3.3 Deal with calls in accordance with
organisational procedures
3.4 Take messages when the person to be
contacted is unavailable
3.5 Represent an organisation in a way that
meets the required standards and
©2012 Skills CFA
Report - 03.12 • Page 14
guidelines
4. Be able to use voicemail systems
Additional Information about the unit
Unit purpose and aim(s)
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
appropriate)
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
4.1 Use voicemail systems in accordance
with manufacturers’ instructions
4.2 Keep voicemail systems up to date
4.3 Pass on accurate messages promptly
This unit concerns
Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 15
Title
Prepare text from notes
Skills CFA Reference
B&A 7
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know how to prepare text from notes
2. Be able to produce text from notes
1.1 State the purpose and use of a range of
documents to be produced
1.2 State the different conventions to be
used for a range of documents
1.3 Outline the importance of the correct
use of spelling, punctuation, grammar
and syntax
1.4 State the potential consequences of
producing inaccurate documents
1.5 State procedures for the storage and
confidentiality of documents
2.1 Meet the requirements of the purpose,
format and deadline for the
transcription
2.2 Clarify queries with authors
2.3 Make sure the text is an accurate
transcription of the notes
2.4 Make sure that the text conforms with
correct spelling, punctuation, grammar
and syntax
2.5 Store texts and original notes in
accordance with organisational
procedures
Additional Information about the unit
Unit purpose and aim(s)
This unit concerns
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
appropriate)
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
Skills CFA
©2012 Skills CFA
Report - 03.12 • Page 16
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 17
Title
Store and retrieve information
Skills CFA Reference
B&A 8
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know how to store and retrieve
information
2. Be able to store information
3. Be able to retrieve information
Additional Information about the unit
Unit purpose and aim(s)
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
©2012 Skills CFA
1.1 State organisational information
storage and security systems and
procedures
1.2 State the different ways in which
information can be indexed and stored
1.3 State the purpose of cross-referencing
information
1.4 State organisational back-up
procedures
1.5 State what to do when storage capacity
has been reached
1.6 Outline the possible consequences of
poor information filing
2.1 Allocate and index file and folder names
in accordance with agreed filing
systems
2.2 File documents in accordance with
agreed filing systems
2.3 Adhere to organisational policies and
procedures, legal and ethical
requirements
3.1 Confirm the information to be retrieved
3.2 Use a range of functions/methods to
locate and retrieve information
3.3 Present retrieved information to those
who are authorised to receive it within
the timescale requested
3.4 Report problems to the right person
This unit concerns
Report - 03.12 • Page 18
or other professional standards or curricula (if
appropriate)
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 19
Title
Meet and welcome visitors in a business environment
Skills CFA Reference
B&A 9
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know how to meet visitors in a business
environment
2. Be able to meet visitors in a business
environment
1.1 State the different ways in which to
make visitors feel welcome
1.2 Outline the purpose of recording
visitors’ arrival and departure
1.3 Identify any health, safety and security
requirements relevant to visitors’ arrival
1.4 List the likely needs of visitors
1.5 State an organisation’s structure and
communication channels
1.6 Describe what to do when faced with
challenging people
2.1 Welcome visitors politely and promptly
in accordance with organisational
standards
2.2 Confirm the identity of visitors and the
reasons for their visit
2.3 Make sure that any health, safety and
security actions are carried out
2.4 Record visitors’ arrival in accordance
with organisational procedures
2.5 Inform the person being visited
promptly of the arrival of their visitors
2.6 Explain to visitors the reasons for any
delays
2.7 Present a positive image of themselves
in accordance with organisational
standards
Additional Information about the unit
Unit purpose and aim(s)
This unit concerns
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
©2012 Skills CFA
Report - 03.12 • Page 20
appropriate)
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 21
Title
Handle mail
Skills CFA Reference
B&A 10
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know how to deal with mail
1.1 State to whom in an organisation mail
should be delivered
1.2 State what to do in the event of
problems arising
1.3 State what is meant by “junk” mail
1.4 State the factors to be taken into
account when choosing postage
methods
1.5 Describe the purpose of a franking
machine
1.6 State organisational policies on mail
handling and security
2. Be able to deal with incoming mail
2.1 Sort incoming mail according to
addressees
2.2 Report suspicious or damaged items
promptly to the right person
2.3 Distribute incoming mail and packages
to the right people according to the
agreed schedule
2.4 Deal with incorrectly addressed and
unsolicited mail in accordance with
organisational procedures
3. Be able to deal with outgoing mail
3.1 Collect outgoing mail and packages on
time
3.2 Parcel up packages securely
3.3 Despatch outgoing mail on time
Additional Information about the unit
Unit purpose and aim(s)
This unit concerns
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
appropriate)
©2012 Skills CFA
Report - 03.12 • Page 22
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 23
Title
Use office equipment
Skills CFA Reference
B&A 11
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know how to use office equipment
2. Be able to use office equipment
1.1 List the features and use of a range of
office equipment
1.2 State how to choose equipment for a
task
1.3 State why it is important to work to
manufacturers’ instructions and
organisational procedures
1.4 State how to dispose of waste materials
1.5 State how equipment should be left
after use
2.1 Follow manufacturers’ instructions and
organisational procedures when using
office equipment
2.2 Keep equipment clean, hygienic and
replenished
2.3 Make sure that final work meets agreed
quality standards and timescales
2.4 Minimise wastage in the use of
resources
2.5 Make sure the work area is left to
agreed standards ready for the next
user
2.6 Report faults and problems to the right
person promptly
Additional Information about the unit
Unit purpose and aim(s)
This unit concerns
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
appropriate)
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
©2012 Skills CFA
Report - 03.12 • Page 24
Support for the unit from an SSC or other
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 25
Title
Maintain and issue stationery
Skills CFA Reference
B&A 12
Level
1
Credit Value
GLH
Unit Reference No.
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Know how to maintain and issue
stationery
1.1 Explain what to do when incoming
deliveries do not match order lists
1.2 State how to handle and store
stationery safely and securely
1.3 Describe how to order, take delivery,
store and issue stationery
2. Be able to maintain stationery items
2.1 Maintain stationery items at the
required levels
2.2 Maintain the condition of stationery
items in storage and while handling
2.3 Carry out stock checks in accordance
with organisational procedures
2.4 Maintain accurate and up to date
records of stationery items
3. Be able to issue stationery items
3.1 Issue stationery items in accordance
with organisational procedures
3.2 Maintain up to date records of
stationery items issued
3.3 Deal with unwanted or damaged items
in accordance with organisational
procedures
Additional Information about the unit
Unit purpose and aim(s)
This unit concerns
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
appropriate)
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
Skills CFA
appropriate body (if required)
Location of the unit within the subject/sector 15.3
©2012 Skills CFA
Report - 03.12 • Page 26
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
Skills CFA
Shared
Report - 03.12 • Page 27
Title
Competence-based synoptic unit
Skills CFA Reference
B&A 13
Level
1
Credit Value
GLH
Unit Reference No.
Please advise on content
Learning Outcomes
Assessment Criteria
The learner will:
The learner can:
1. Be able to
1.1
1.2
1.3
2. Be able to
2.1
2.2
2.3
3. Understand
3.1
3.2
3.3
Additional Information about the unit
Unit purpose and aim(s)
Unit expiry date
Details of the relationship between the unit
and relevant national occupational standards
or other professional standards or curricula (if
appropriate)
Assessment requirements or guidance
specified by a sector or regulatory body (if
appropriate)
Support for the unit from an SSC or other
appropriate body (if required)
Location of the unit within the subject/sector
classification system
Name of the organisation submitting the unit
Availability for use
Unit available from
©2012 Skills CFA
This unit concerns
Skills CFA
15.3
Skills CFA
Shared
Report - 03.12 • Page 28