NCFE Level 1 Award in Employability
Skills
500/6768/0
This presentation covers the following
4 units:
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Business and customer awareness
Working in a team
Job application skills
Interview skills
Business and customer
awareness
T/502/3584
What you will cover in this unit
• Understand the different types of business
and organisations, their purposes and
customers in their area
• Understand why employers might require
particular attitudes from their staff in different
situations
• Be able to relate employer expectations to
their own activities
How could you group these
organisations?
Activity 2: Who is the customer?
• In small groups you will be
allocated one of the 4 logos
shown
• What does that organisation
do?
• Discuss and identify WHO
would be a customer of that
organisation – can you
identify types?
• What products or services
are they looking to buy?
• Draw a mind map which
identifies the range of
customers for that
organisation
Customers will expect:
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to feel welcomed into the shop/restaurant /hotel etc
staff to listen to their requirements
staff to be helpful
staff to be knowledgeable
staff to be polite
staff to be patient
staff to be able to resolve any problems
to pay a price which meets their budget
to buy a product or service which meets their needs
a positive experience.
Customer care skills: the most
important behaviour is attitude
• We must give every customer our best service, no
matter how we feel, whether we feel they
deserve it or not, no matter what is happening
around us
• The right attitude begins with feeling good about
yourself
• Our feelings set our moods, and our mood sets
the level of customer service we provide
• It’s difficult to help someone else unless you feel
good yourself.
Discussion: What would you do?
Scenario 1:
Angry customer returning a faulty product and
complaining about the poor customer service
received
Scenario 2:
A colleague keeps taking regular cigarette
breaks and leaving you to do their work and
answer their calls
Impact of attitude on business
• Happy employees mean happy
customers
• Happy customers mean more
sales
• More sales mean more money
• More money means more profit
• More profit means happy
owners/shareholders
Employers’ expect staff to:
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possess a positive attitude
want to work
be dependable
be reliable and have good timekeeping
be adaptable – can take on different work
be honest
be self-motivated with a willingness to grow & learn
have strong self-confidence
show professional behaviour
be loyal.
Working in a team
F/502/3586
What you will cover in this unit
• Understand the characteristics of good team
working
• Understand and demonstrate own strengths
and role in a team
• Be able to recognise and value the
contribution made by others in a team
• Be able to participate in a team
What makes a good team?
Characteristics of a good team
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All members have a clear goal
Team is made up of competent members
Members talk and listen to each other
Members know their own strengths
Members know the strengths of others
Members support each other
Members take agreed risks
Members have agreed roles
The Marshmallow Challenge
• Teams must build the tallest
free-standing structure out
of 20 sticks of spaghetti,
one yard of tape, one yard
of string, and one
marshmallow. The
marshmallow needs to be
on top.
• You have 20 minutes to
build your tower
Team performance
• A good team will work together
to achieve their goals
• How well did you perform?
• How well did the team perform?
• What characteristics of a good
team did you demonstrate?
• Complete R6 – understanding
strengths in a team
Group challenge
• In teams of 6 you have to produce a 15minute team performance on the importance
of customer service
• This should include
– A PowerPoint presentation
– 2 role plays
– Time for questions/feedback
Job application skills
H/502/3614
What you will cover in this unit
• Know the type of information usually asked
for in job applications
• Understand how a straightforward job
application form should be completed and
accompanying letter written
Starter activity
• What do employers want to know about you?
Why use application forms
• Make notes whilst watching the video clip
• Can you add any other reasons why employers
use application forms?
Tips for filling in application forms
• Photocopy the form and do a draft first
• Gather together information about your qualifications
and any work experience
• Think about your achievements at school and during
work experience
• Research the company you are applying to and refer to
its activities in your answers
• Complete as many dummy forms as you need to be sure
that you’ve got all the details right before sending off the
final version
• Keep all your information on hand so that you can fill in
future application forms quickly and easily
Covering letters
• What is the purpose
of a covering letter?
• What should be
included?
• Look at the example
covering letters
online
Interview skills
K/502/3615
What you will cover in this unit
• Know how to prepare for an interview
• Know how to conduct themselves in an
appropriate manner in a job related interview
• Know how to review their interview
performance
Preparing for the interview
• Check out how to get to the interview
• Time how long it will take you – check out bus
times or car parking arrangements
• Prepare your clothing the night before
• Know the details on your CV/application form
• Think about the types of questions they may ask
you and prepare some answers
• Think about what questions you would like to ask
them about the job role
Dressing for the interview
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Dress appropriately for the job role
Make sure clothes are clean
Check hems and buttons are all correct
Avoid “loud” colours and styles
Make up should be minimal
Tattoos should be covered
Shoes and jewellery should be appropriate
At the interview:
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smile when you meet the interviewers
walk confidently
have a firm handshake
maintain good eye contact
take time to think before answering the question
don’t be afraid to ask them to repeat a question
nerves are expected but take a few deep breaths
to relax
What not to do:
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don't be late
don't swear or use slang words
don't slouch in your seat or look uninterested
don't smoke
don't lie: the interviewer may pick up on this
don't be arrogant and assume you've got the job
don't read from notes or your CV — you should
able to talk about your own history unprompted
• don't criticise former employers or colleagues
• don't argue with the interviewer, no matter what.
Interview practice
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You will be interviewed on (DATE)
By (INTERVIEWER)
For the job of (POST)
The interview will be recorded for portfolio
evidence so you will need to prepare for the
interview
• Dress appropriately for the interview
Self-reflection
• Consider how well you have performed during
the interview
• How could you improve your interview skills
for future interviews?
• How can you develop your skills?