Training Organisation
Support Guide
The importance of giving feedback
to apprenticeship applicants
Contents
03
04
05
07
08
09
A message to training organisations
Introduction to feedback tools
Giving effective feedback
Hints, tips and ideas from training organisations
Example feedback responses
Establishing a feedback system
This publication was produced by KEITS Training Services
Ltd in partnership with The Bedfordshire & Hertfordshire
Provider Network, Kent Association of Training
Organisations (KATO) and Nottingham Apprenticeship
Hub’s partner providers, and endorsed by the Chartered
Institute of Personnel and Development (CIPD).
A message to
training organisations
Giving constructive feedback to candidates and providing support helps to motivate them
and encourages candidates to apply for other apprenticeship vacancies. It also maximises
their chances of success in gaining an apprenticeship which is beneficial to both the training
organisation and to the apprenticeship programme as a whole by encouraging growth.
Recent research commissioned by the Skills Funding Agency and undertaken by the CIPD found
that many young people
– Lack careers information, advice and guidance
– Are misinformed about apprenticeships and the long term benefits of learning skills on the job
– Need to develop basic skills enabling them to search for jobs, write quality applications and
have a successful interview.
We know from current practice where candidates are not receiving any feedback, they become
de-motivated and make the same mistakes over and over again on subsequent applications.
We then lose many from the apprenticeship programme.
Through this guide we wish to highlight and support the importance of giving constructive and
timely feedback to unsuccessful applicants so that they can be encouraged to improve future
applications, with clear guidance on the areas that require further development.
We are aware that many training organisations are already giving feedback to candidates,
successful and unsuccessful, and are seeing excellent results in increasing the number of
individuals entering and returning to the labour market, however there is still more to be done.
The creation of the feedback tools (see page 4) provides an opportunity to standardise the way
that effective feedback is given by the sector.
There are three sets of materials that have been produced as part of this project
that include:
Training Organisation
Support Guide
Apprentice Support Guide
Employer Guide to
Apprentice Recruitment
A guide for Apprenticeship applicants
The importance of giving feedback
to Apprenticeship applicants
Find jobs on the move with the ‘AV Search’ app
apprenticeships.org.uk
apprenticeships.org.uk
Training Organisation
Support Guide
Employer Support Guide
Apprentice Support Guide
We hope that you will find these materials useful in
supporting both future apprentices and employers.
3
Introduction to feedback tools
It is important that unsuccessful candidates are given
honest and constructive feedback in order to support
them with future applications.
There are four tools available for you to use.
– Work experience/traineeships
feedback tool
– CV feedback tool
– Application feedback tool
– Interview feedback tool
$& ,%&#2&#'%'3 ($$!
$% "
You will notice that the forms are all
very similar in design, but that they
have been colour coded to show the
different stages.
'
37-38
39-45
46:
"
# "
$%"!
/%!!
$"%!(
$"%!(
&
!
$"%!(
!'( (%%&$%&($!)"#
!""++++(
&"
"!" '
$"
"'$!!$+#'(&)($#'/$"%!((' '($#
%(!'(#&/$##(&($#(' '/+$& $#
$+##((*/( &#((#($#.
" !",%&''#(&'(#($#+$& (*('/,%&'''&($!&##*!$%
' !!'/,%!$&*!$%"#('+(#+$& %!.
"'"$#'(&("#)!#''$!(6(-
#+$& %!%&'$#!!-/$&$!!)'6$(&'.
#"&#$&"($#/%''$#
"'''&!!-/)'%%&$%&(!#)+#
$"")#(#/')(!($%'$$#*&'($#.
#"*6&''%%&$%&(!-/)'%$'(*
$-!#)/&'%($##(!(-/&'%$#+!!
($')%&*'$##)#/%$'(*((().
!)
"!0"$#'(&($$#!'/
('#$"%)(&' !!'.
(&4%!'(!5
(&4%!'(!5
&
/3*/4
/5*01
026
&
!
!
!
#$
!
!
)
"(
!'#$(/++!!'&( ')%%!($')%%$&((#(($"%&$*(&' !!'$&)()&$%%$&()#('1
!'$#'(/&#$#'(&)(*#( ((-$)%&$*
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
%!
$%%""#!"#%!& ! !&
! ) " ! ! #$!
#!
#$! %$ & ""#!"#%
&%! $!"%.%
!#)"# .$%!#*!"%.%
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
!$. %#$%$ & ""#!"#%
""#!"#% %2$%*0--3$$+
""#!"#%! %+*!&%# ! $1
" ."& %&%! .##
(QWHU
\RXU RZQ WH[W
(QWHU
\RXU RZQ WH[W
%#0"$%1
%#0"$%1
$ #!'*
$ !%+(($#%$&""%!$&""!#%% %%!"#!'%#!#&%&#!""!#%& %$-
$! $%+# ! $%#&%' %%%*!&"#!'-
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
(QWHU
\RXU RZQ WH[W
(QWHU
\RXU RZQ WH[W
$""*
' $
$'./*
"*
&!2(!%$# ($ "! ,("'' $"! ((& (&0
"$""*
#" &(
#!!(
$ !
#&+,(
!(
#.%"! %! )%$$ ! %%# %#,
"!411*'($&'(&$#/'#%$'(#($
#(&#!
/($#!&&'&*/$#(&!)'/#*(($((#')%%$&(+$& '$%(15
%,%%"(
%"(
! 0--$ "!$% %! %# +%! ##$#'+! %#&$+ '%%!%% $&""!#%(!#$!"%-1
"!"(
!#!!(
! !'
$)$$!'
$!'
! )$"(
"!,%#*
""$ &%"""&! !$0&!!
&
!
&
%#'(/%
/3*/4
/5*01
026
&
!
!
!
#$
!
%%-'*#,
%#'(#,
!*,
%,
%#'(&% ,
&$$&
$&$$&
###!$&%$,
!
)
"(
%&&""$!"$&!' %!
! !&
#!
'&! %!"&/&
!$*"$ /%&!$+!"&/&
""$!"$&$%"! %%&&!!($&
3*"!+$&! #'%&! % %)$
!"$ %(+
" /"' &'&! /$$
&$1"%&2
&$1"%&2
%,
! ) " ! ! #$!!
$
#!#% %.#*+$#$#+$
!!# !#%"&$% $
&% #*$! +!!# !#%
&
*&* %%+! $%&#+$%$% "&$% $+$$
$! $$% "&$% $)!$'+
!!# !#% ## %#'(%$)%*+!%%*
'#%&$$%#$% +($$% #.( ##
%%%& %+ &#% &$+' %&#%* # # %#0!$%1
3OHDVH FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
%#0!$%1
(QWHU \RXU RZQ WH[W
(QWHU
\RXU RZQ WH[W
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
(QWHU
\RXU RZQ WH[W
(QWHU \RXU RZQ WH[W
#" &(
% !
#&+,(
!(
$/&"! &! *&%% ! &&$ &$-
!# '%
$ %+(($#%!# '% $&!! #%%%% !# '%#$$ #&%&# !! #%&%$-
$ $%+# $%#&%'%%%* &!# '
3OHDVH FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
#!!(
%$-$&$% $# %!#$ &%%%#'(
%$% #*
#$ !!#!!# !#%% %( #!
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
)%
$%%!!# !#% &
% !&,))%$&%'""&!%'""!$&&"" &&!"$!(&$""&! !$!$'&'$!""!$&' &%.
%! %&,$ ! %&$'&( &&&+!'"$!(.
3OHDVH
FOLFN KHUH WR VHOHFW \RXU IHHGEDFN RU HQWHU \RXU RZQ FRPPHQWV
!#!!(
## '#&$ *,
'% !!%,
$ '*./,
% ,
#.%! % )%$$ %%# %#,
! 1..% "!%& &! &$ ,
&! $$%$(,! &$'%, (&&!&& %'""!$&)!$%!"&.2
! !'
$)$$!'
$!'
! )$"(
Interactive PDF
•
•
Layout can be adapted
•
Can be saved and emailed to candidate
•
We have created two different versions of the tools, one version in word and one
version as an interactive PDF. The features of each version are outlined in the table
below. Copies are available for download from the campaign resources website under
apprenticeships/providers https://nationalapprenticeshipservice.williamslea.com/Account/
LogOn?ReturnUrl=%2f
Able to add own text
Explaining the two different versions of the feedback tools
•
Able to add own logo
( %+
%$- (&!,
Pre-populated with most common feedback phrases
(-((% +
Word form
%$% +
Feature
%'% !!%,
#% $0--'$% #$%# +$! $%% %#+
% ##$#'+ %#&$+'%% %%$&!! #%( #$ !%-1
To view and download the feedback tools visit:
gov.uk/government/publications/apprenticeship-recruitment-employers-and-trainingorganisations
•
•
Non editable after sending to candidate
•
Only compatible with latest version of Adobe Acrobat
•
4
"!,!#!"! " ! $%""
!
)&#)%$#("/((#$#&
-'/ %("$#& '.
These four tools have been designed
and widely tested throughout the
sector to support the apprenticeship
recruitment cycle. You may choose to
embrace them fully or to just use parts
of the tools to complement existing
systems and procedures that you may
already have in place.
Giving effective feedback
This suggested list of effective feedback techniques has been
compiled by training organisations to support those who are
responsible for giving feedback to unsuccessful applicants.
The list is not intended to replace any processes you may
already have in place.
Before giving feedback
Allow yourself enough time to give adequate feedback
Find a quiet place that will be free from distractions and background noise
Be prepared, have a copy of the job advert, application, feedback forms and test results (if applicable) to hand
Familiarise yourself with the applicant. Have they had any other applications rejected?
Ensure that you have prepared to structure the conversation to cover the areas of feedback required and contact details for signposting
If you are giving feedback on behalf of someone else (e.g. a colleague, an
employer etc) be sure that you are comfortable in the messages that you need to relay to the applicant
If giving face to face feedback, maintain a positive, open pose and be mindful of how chairs and tables are positioned. This should be a supportive atmosphere, not like another interview
If giving telephone feedback, be mindful of the tone of voice and the speed at which you cover the feedback – ask the applicant if they are making notes,
don’t assume.
5
Giving effective feedback
continued
During feedback
Use the ‘Praise Sandwich’ technique, always start and finish the conversation
with a positive
Start by asking the applicant for their feedback ‘How do you think it went?’ as this can often set the tone for the conversation that follows
Allow enough time for the applicant to speak and ask questions
Keep the conversation relevant and focussed on the applicant
Check that the applicant understands the feedback that you are giving them and ask them for their suggestions on the support that they would find useful
Be emotionally intelligent – read the applicant’s body language. If they become quiet, withdrawn or upset then perhaps select one aspect to focus on, rather than trying to cover all points
Make notes during the conversation for follow up
Discuss the next steps and jointly agree the action plan of who is going to do what
Ask if they are linked with JCP/Connexions (if applicable) and if so, ask if they are happy for you to share with their adviser.
After feedback
Undertake the agreed actions and ensure that anything that has been promised is followed up Send the applicant a copy of the agreed action plan
Consider keeping the applicant alerted to other suitable vacancies
Consider how you can identify any emerging trends – collecting information to change processes
Update the tracking system(s) – this could be internal and on apprenticeship vacancies
Follow up with the learner after an agreed period of time.
6
Hints, tips and ideas
from training organisations
We all know how frustrating it can be for training
organisations when candidates don’t attend the interview
with the employer. This selection of hints, tips and ideas
has been put together by training organisations to help
you to think of other ways to maximise attendance
and apprenticeship starts.
“Bring the candidates
into your centre so
that you can meet
them face to face
before they go to
the employer.”
“Give candidates a list
of typical questions
they might be asked
at interview so they
can practice their
responses.”
“Be clear with
candidates about
what they should
wear to interview and
any examples of work
or certificates that
they need to take
with them.”
“Send a letter to the
candidate confirming
the details for their
interview including
a map of the venue
and public transport
details.”
“Check that the
candidate has enough
money to get to the
interview. If not could
you or Jobcentre Plus
support them?”
“Use existing
apprentices to explain
the importance
of turning up at
interview.”
“Send a text to the
candidate the night
before the interview
reminding them
where they need to be
and at what time.”
“Check that the
candidate has an
appropriate interview
outfit, if not liaise
with Jobcentre Plus
as they can provide
financial assistance.”
“Be proactive in
promoting local and
national discounted
and free travel
schemes.”
7
Example feedback responses
We have provided you with some helpful statements that
you can copy and paste when formulating your feedback
response. As with all of these tools you can amend and
adapt these statements as required.
Application has been shortlisted
“Thank you for your recent application for the position of ______________
apprentice at ___________. We are pleased to confirm that we will be sending
your application over to them for the next stage of shortlisting. We thought it
would be helpful for you to receive some feedback on your application, so that
you can use the suggestions to develop and improve any further applications you
make.
We have attached a feedback document for your information which we hope
you will find useful. If you have any questions or concerns regarding this
feedback or would like to discuss it with a member of our team please contact us
on ___________.
If you would like any information or advice on preparing for your interview please
contact a member of our staff on ___________ who will be happy to help you.”
Application has not been shortlisted
“Thank you for your recent application for the position of ___________
apprentice at ___________. We received a high volume of applications for this
position and unfortunately we will not be sending your application forward on
this occasion.
We are keen to support individuals who are seeking an apprenticeship.
We thought it would be helpful for you to receive some feedback on your
application so that you can use the suggestions to develop and improve any
future applications you make.
We have attached a feedback document for your information which we hope
you will find useful. If you have any questions or concerns regarding this
feedback or would like to discuss it with a member of our team please contact
us on ___________.
We also hold workshops to support individuals with their applications and you
may wish to join us at a future event to receive individual support. Please see
the attached schedule of dates, times and locations.”
8
Establishing a feedback system
We appreciate that you may already have a feedback mechanism in place,
however you may choose to use all or part of the tools that have been
created to complement existing systems.
Healthcheck
Yes we
do this
We need to
improve this
Work experience/traineeships
Learners self-assess workplace skills prior to placement
Employers are asked to provide regular feedback on trainees workplace skills
Feedback requirements are embedded within traineeship written agreement
Feedback is shared with learner and used to inform learning plan
CV
Staff have received training in current industry CV standards and trends
Staff who receive CVs have a checklist for minimum standards
Staff give consistent and effective feedback to potential apprentices
Candidates that submit speculative CVs are encouraged to register on the
‘Find an apprenticeship’ vacancy site
Application
Staff monitoring applications have been trained in employer expectations
Staff have a thorough understanding of the apprenticeship vacancies system
Process for signposting unsuccessful applicants to other opportunities
Staff feel confident in providing feedback that will motivate learners to improve
Interview
Employers are asked to provide feedback on unsuccessful interviewees
Employers are coached in how to get the best from the candidates at interview
Staff are skilled at providing effective feedback and promoting other vacancies
Feedback is sought from candidates about their interview experience
9
Notes
10
Tweet us:
twitter.com/apprenticeships
twitter.com/traineeshipsgov
Follow us:
facebook.com/apprenticeships
instagram.com/apprenticeships
linkedin.com/company/national-apprenticeship-service
Visit us:
gov.uk/further-education-skills/apprenticeships
Call us:
08000 150 400
© National Apprenticeship Service 2015
Published by the National Apprenticeship Service
Extracts from this publication may
be reproduced for non-commercial
educational or training purposes on
condition that the source is acknowledged
and the findings not misrepresented.
NAS-P-100120