ILM Level 4 Certificate in Leadership and Management

Transcription

1 ILM Level 4 Certificate in Leadership and Management Unit 408 Management Communications Qualification Information ILM-HO Unit 408 Qualification Information v3

2 Contents 1. Introduction Why ILM? ILM Team Resources Assignment ARCA Policies and Procedures Assessment Criteria Assignment Task Assisngment Marksheet The Asbestos Removal Contractors Association (ARCA) has made every effort to ensure that the information contained within this publication is accurate. Its content should be used as guidance material and not as a replacement of current regulations or existing standards. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the written permission of ARCA. Asbestos Removal Contractors Association (ARCA) Unit 1 Stretton Business Park 2, Brunel Drive, Stretton, Burton upon Trent, Staffordshire DE13 0BY T F E info@arca.org.uk 2

3 1. INTRODUCTION The HSE have identified that increased leadership and management would be beneficial to the asbestos removal industry. Along with this ARCA members have expressed a wish to become members of Asbestos Removal Management Institute (ARMI): a requirement of membership is the completion of an approved leadership and management qualification. Therefore, ARCA have now introduced into their portfolio of qualifications this ILM qualification to continue meeting the needs of their members. 2. WHY ILM? ILM set the standard for industry recognised accredited leadership and management qualifications. ILM management training will improve managers performance, increase their employability and enhance their careers. This is why more people in the UK take leadership and management qualifications from ILM than any other awarding body. This qualification is designed for new and aspiring department managers, team leaders and middle managers to understand their role, gain comprehensive business knowledge and develop the skills you need to lead at this level. A person currently studying for an ILM qualification can enjoy the benefits of membership completely free, during their course with ILM studying membership. On completion of an ILM leadership and management qualification all professional managers can join ILM as affiliate, associate or member reflecting their level of experience. It is also possible to "upgrade" as your experience and training progresses. The ILM website will provide more information on the benefits of ILM membership to you and your employer. Benefits for you Consolidation of your management skills and experience. Develop your capabilities and personal awareness to be a leader. Accredit your experience with a nationally recognised qualification. Benefits for your employer Managers with an advanced understanding of their role and function in you re the organisation. Managers who can assess and improve their leadership styles and behaviours. Flexible choice of units to close skills gaps in your organisation (ILM). 3

4 2.1 The Qualification Each unit in this qualification focuses on a specific set of skills and knowledge, in six broad areas: Working with people how to motivate your team with techniques and strategies to develop the people you manage. Managing yourself and personal skills assessing your own leadership performance, whilst developing the mental toughness to handle challenges, opportunities and stresses in your role. Providing direction for example, the skills to plan and lead a complex team activity. Facilitating innovation and change for example, assess implications of change for you to manage it effectively, and strategies encourage innovation within your teams. Achieving results such as techniques for making strong, effective decisions and finding and implementing solutions (ILM). To complete the Level 4 Certificate in Leadership and Management a minimum of 13 credits needs to be achieved. ARCA have identified four units (14 credits) which best relate to and provide the skills required within the asbestos removal industry: Unit 403 Managing Risk in the Workplace Unit 405 Developing People in the Workplace Unit 408 Management Communication Unit 415 Motivating People in the Workplace 2.2 Structure of the qualification For each unit you will attend a set number of training sessions. These sessions will provide the underpinning knowledge for the unit criteria and information about the assignment. 2.3 Assessment Assessment is crucial to measuring and embedding management and leadership learning. This qualification is based around work-based learning and assessment, enabling managers to apply their knowledge, skills and awareness to a real-life workplace challenge. There are set assignments for each unit, the criteria for these are clearly set out with a recommended word count. Each unit must be completed prior to starting the next one. All candidates will be given with the contact details of their Assessor and Internal Quality Assurer at the end of their first delivered session. Your allocated assessor will provide days/times you are able to contact them for support and guidance. Assignments are marked by your assessor, if they identify areas needing additional evidence they will provide a plan showing how this can be achieved. Your assignment will also be sampled by the internal quality assurer. Once completed your assignment will be sampled by the external verifier for ILM and a final decision will be made. 4

5 3. ILM TEAM Trainers and Assessors: Shaun Wilson James Mennell Internal Quality Assurers: Steve Sadley Satish Patel ILM External Quality Assurer: Kenneth Woodward 4. RESOURCES Guidance on resources relevant to the unit will be provided by the trainer. You will be expected to source any resources not provided by ARCA. Reference to your company policies and procedures play an important part in this qualification so we advise you have a copy available. Sections of these company policies should not be used as part of your assignment, they can be referred to and a copy placed in your appendix. As a student member of ILM you will also have access to the resources on their website. Once you are registered with ILM you will receive a password and details of how to access their resources. 5. ASSIGNMENT 5.1 Layout of Assignment Submissions should be word-processed and submitted electronically. Microsoft Word documents are acceptable but your layout is not guaranteed when opened. Sending your work as one complete Portable Document File (PDF) file is the preferred option to ensure it retains your layout. Multiple files will not be accepted. One-and-a-half line spaced All pages clearly and sequentially numbered Margin sizes: Left 2cm, Right 3cm 12-point text Clear font i.e. Arial, Cambria To ensure the examiner is able to mark all parts of your assignment clearly identify which question and subsequent section you are answering: Break it down by Section then Sub-section question and Question number 5

6 5.2 Referencing You must clearly show where you have used someone else s work in your assignment for example when you quote or paraphrase someone else s work, failure to do this could be seen as plagiarism. Referencing includes two areas: In text citations each time you refer to someone else s work in your assignment you need to include the authors name and year of publication e.g. Hannagan 2005 Detailed references - in your reference list at the end of each assignment. Each reference should include authors name, year of publication, full title, place of publication and publisher e.g. Hannagan.T Management Concepts and Practices, 4th Edition. Essex. Pearson Education Ltd. Referencing of websites should include the date you viewed the site e.g. Mc Leod.S Maslows Hierarchy of Needs. Accessed 13th February How we use your personal information In line with Data Protection your personal details are kept strictly private and will only be used to identify your record. Your details will never be passed to or used by third parties other than the awarding body (ILM) to issue certificates. 5.4 Pathway to completion Delivered session: Date of course Submission One: Submit your assignment by to ilmsupport@arca.org.uk by the date given on your Learner Induction sign off normally four to six weeks after the delivered session. Feedback: This will be provided by your assessor and a new submission date arranged. Submission Two (if required): Submit your assignment by to ilmsupport@arca.org.uk by the date given on your Learner contract normally a further two to three weeks after your first submission. Internal Verification (IV): Once the assessor has deemed your assignment meets the pass grade your assignment will be passed onto our IV. Certification: Once the IV has agreed with the assessor and you have passed the specific unit, ARCA will request your certificate from ILM. 6

7 6. ARCA POLICIES AND PROCEDURES 6.1 Appeals Candidates can appeal against a grade or mark they have received. These procedures relate to internal assessments, for external assessments candidates should refer to the relevant procedure issued by the Awarding Body, copies of which are held by the Training Manager. Grounds for Appeal These are some of the reasons you might Appeal: The procedures or rules have not been followed. You feel the result is unfair because of personal reasons e.g. illness, discrimination. Your work has been affected by teaching or organisation of the class. There has been an administrative error. Should I Appeal? You need to think calmly and carefully because you may be disappointed with your result; if you appeal you have to produce a lot of evidence to make your case. How do I Appeal? If you decide to go ahead and appeal you need to do this within 5 working days. Stage 1 On the day, discuss the situation with your assessor. They may be able to sort things out straight away. After you leave the centre or when you have received your results contact the administration team, providing them with the relevant information about your appeal. Stage 2 You are still not happy! Request and complete Form A, pass this form to the Training Manager who will investigate and write to you with the result. Stage 3 You are still not happy Your case will be passed to the Training Committee who will look into the situation further. What might be the result of my appeal? a) Your result might stay the same. b) Your work may be re graded. c) You or your work may be reassessed. d) You may be asked to present more evidence so your work can be re-graded. Additional information about this policy can be found on the centre notice board. 7

8 6.2 COMPLAINTS PROCEDURE The following procedure covers complaints about the services provided directly by ARCA Assessment Centres. How to make a complaint? If you have a complaint regarding the ARCA centre, or staff, you should bring this to the attention of the Training Manager. Complaints must be in writing. When sending in your complaint, please provide your contact details. In the first instance the complaint should be addressed to the Training Manager at: Address ARCA Unit 1, Stretton Business Park Two Brunel Drive, Stretton Burton-Upon-Trent Staffordshire DE13 0BY satish.patel@arca.org.uk Tel Fax PLAGIARISM Plagiarism occurs if you use someone else's work in an assignment or exam and present it as your own or fail to clearly reference where you sourced the material. Or If another candidate uses your work in their answer(s), both you and they will be penalised. If you have any concerns about evidenced you are submitting or suspect someone of using you work seek guidance from ARCA immediately. You will have committed plagiarism if you: Copy extensively from the work of others (from sources such as books, magazines, journals, web-sites for example) and submit the work as your own. Note: It is acceptable to refer to the work of others as long as you reference your sources properly. You and a number of colleagues who work for the same company produce similar work and/or copy materials from the company. In these cases it could be difficult to prove that the work you produce is original; therefore examiners will award ZERO marks. Allow another candidate to copy your work which is submitted for assessment under their name. 8

9 This last item is of particular importance; few candidates seem to understand what it means. If, for example, you allow another candidate to borrow your work and they subsequently copy some of that work and present it as their own, you will both be penalised. Our overall advice is straightforward; by all means discuss how best to answer questions or complete tasks with your colleagues, but when it comes to actually writing your answers DO IT ALONE! 6.4 CHEATING Cheating is when you copy someone else s answers during exams and tests. Anyone suspected of cheating will be asked to stop the exam/test and leave the room. The assessor will explain the reason for this and immediately report the circumstances to the Training Manager for the relevant actions to be taken. If a candidate is seen to cheat during part of an exam/test the test/exam will not be marked. 6.5 EQUAL OPPORTUNITIES & DIVERSITY POLICY Policy Statement ARCA is committed to the promotion of equality of opportunity in all its training and assessments to encouraging access to all groups, irrespective of race, gender, age, disability or sexual orientation. The company is working to create an environment in which diversity and individual difference are positively valued in an atmosphere free from harassment and discrimination and takes its legal and moral obligations with respect to equal opportunities seriously. ARCA will not tolerate any form of behaviour or activity that discriminates on the grounds of gender, marital status, family responsibilities, sexual orientation, colour, race, nationality, religious belief, ethnicity, disability, age and unrelated criminal convictions. No candidate should be disadvantaged or treated less favourably because of conditions or requirements which cannot be justified and the company will make reasonable adjustments to its arrangements and premises with a view to avoiding any disadvantages for disabled people. Policy Implementation ARCA will ensure that its equal opportunity policy commitments are delivered through the following strategies and processes: The implementation, monitoring and review of an action plan with explicit measurable and achievable objectives. Working with partner organisations in the field of diversity, inclusion and equalities to enhance equality of opportunity. Teaching and Learning will seek to reflect and celebrate the variety of experiences, cultural background, skills and needs which students bring. Ensuring that quality assurance and assessment processes address equality issues. 9

10 7. ASSESSMENT CRITERIA Title: Management Communication Level: 4 Credit value: 4 Unit guided learning hours: 18 Learning outcomes (the learner will) 1. Understand the importance of effective communication in management 2. Be able to develop effective communication skills as a reflective manager Additional information about the unit Unit purpose and aim(s) Assessment criteria (the learner can) Explain the relevance of the communication cycle for effective communication in management Explain, with examples, the importance of selecting an appropriate tone, language, and level of formality in management communications Assess the effectiveness of a range of verbal and written communication methods within your area of the organisation Develop appropriate criteria to evaluate own ability to communicate effectively Collect and analyse feedback on own verbal and written communication skills Evaluate own communication skills as a manager, identifying strengths and areas for improvement To develop understanding and ability to communicate effectively, as required by a practising or potential middle manager. Unit review date 31/03/2017 Details of the relationship between the unit and relevant national occupational standards or professional standards or curricula (if appropriate) Links to MSC 2004 NOS: A3, B6, C2, D2, D3, D6 Assessment requirements or guidance specified by a sector or regulatory body (if appropriate) Support for the unit from a sector skills council 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 Management Standards Centre (MSC) Business Management Institute of Leadership & Management Private Units available from 01/10/2007 Unit guided learning hours 18 10

11 Additional Guidance about the Unit Indicative Content: 1 2 Communication theories, including the communication cycle and overcoming barriers Different types of communication, including verbal, written, visual and electronic and their relative advantages and disadvantages Non-verbal communication, such as body language and facial expression Business language, including tone, style and vocabulary Need for feedback, and implications of not receiving feedback Value of the written word and the importance of objectives and the reader(s) Letters, memos, reports, s or other forms of written communication in use within the organisation Team meetings, one-to-ones and other forms of verbal communication Planning for writing, including use of available information and the needs of the recipient Tone, language, level of formality Image, structure, layout conventions including house styles Inclusion of statistical/visual materials and appendices in reports Criteria for evaluating the effectiveness of communication Collecting and analysing feedback Techniques for evaluating own strengths and areas for improvement Personal development planning 11

12 8. ASSIGNMENT TASK Centre Number: Centre Name: ARCA Learner Registration No: Learner Name: TASK: The purpose of this unit is to develop understanding and ability to communicate effectively, as required by a practising or potential middle manager. NOTE: An ILM Assessment Task provides an opportunity to relate your learning directly to your current organisation. It is recommended that you discuss the assignment with your line manager to explore and agree how the task could be used to support the needs of your employer (as well as evidencing your learning as part of completing your ILM qualification). If you are not currently working within an organisation, then you may complete this task in relation to an organisation with which you are familiar. This could include experience working in a voluntary capacity The nominal word count for this assignment is 2500 words: The suggested range is between 2000 and 3000 words, however individuals have different writing styles, and there is no penalty if the word-count range is exceeded. Please use the headings shown below when writing up your assignment Assessment Criteria Understand the importance of effective communication in management Use a model of the communication cycle to explain why it is relevant for effective communication in management. You are then required to provide relevant examples to explain the importance of selecting an appropriate tone and language and level of formality in management communications, and to devise suitable criteria to assess and make a judgement on the effectiveness of verbal and written communication methods within your area of the organisation. Be able to develop effective communication skills as a reflective manager Develop appropriate criteria in order to evaluate own ability to communicate effectively and to collect and analyse feedback on your verbal and written communication skills. You are then required to use the criteria you have developed and the feedback you have collected and analysed to evaluate own communication skills as a manager and identify strengths and areas for improvement. By submitting I confirm that this assessment is my own work Explain the relevance of the communication cycle for effective communication in management (16 marks) Explain, with examples, the importance of selecting an appropriate tone, language, and level of formality in management communications (16 marks) Assess the effectiveness of a range of verbal and written communication methods within your area of the organisation (24 marks) Develop appropriate criteria to evaluate own ability to communicate effectively (12 marks) Collect and analyse feedback on own verbal and written communication skills (16 marks) Evaluate own communication skills as a manager, identifying strengths and areas for improvement. 12

13 9. ASSISNGMENT MARKSHEET Centre Number: Learner Registration No: Centre Name: ARCA Learner Name: INSTRUCTIONS FOR ASSESSMENT AND USE OF MARK SHEET Assessment must be conducted with reference to the assessment criteria (AC). In order to pass the unit, every AC must be met. Assessors will normally award marks for every AC and then total them into a percentage. However, for greater simplicity, there is the option to not use marks at all and merely indicate with a Pass or in the box (below right). In order to pass the unit every AC must receive a Pass. Where marks are awarded according to the degree to which the learner s evidence in the submission meets each AC, every AC must be met, i.e. receive at least half marks (e.g. min 10/20). Any AC awarded less than the minimum produces an automatic referral for the submission (regardless of the overall mark achieved). Sufficiency descriptors are provided as guidance. If 20 marks are available for an AC and the evidence in the submission approximates to the pass descriptor, that indicates it should attract 10 marks out of 20, if a good pass then ca. 15 out of 20. Learner named above confirms authenticity of submission. ILM uses learners submissions on an anonymous basis for assessment standardisation. By submitting, I agree that ILM may use this script on condition that all information which may identify me is removed. However, if you are unwilling to allow ILM to use your script, please refuse by ticking the box: The descriptors are not comprehensive, and cannot be, as there are many ways in which a submission can exceed or fall short of the requirements. Learning Outcome / Section 1: Understand the importance of effective communication in management Assessment Criteria (AC) AC 1.1 Explain the relevance of the communication cycle for effective communication in management AC 1.2 Explain, with examples, the importance of selecting an appropriate tone, language, and level of formality in management communications Sufficiency Descriptors [Typical standard that, if replicated across the whole submission, would produce a referral, borderline pass or good pass result] [ca. 4/16] Pass [8/16] Good Pass [ca. 12/16] The communication cycle is not addressed, or is incorrect. The communication cycle is merely described with no explanation as to how it works. The communication cycle is explained in generic terms with no explanation as to its relevance for effective communication in management specifically The communication cycle is correctly explained with a clear focus as to its relevance for effective communication in management specifically, although the theoretical model used may be limited The communication cycle is correctly explained with a detailed theoretical model and clear focus as to its relevance for effective communication in management specifically [ca. 4/16] Pass [8/16] Good Pass [ca. 12/16] Examples to explain the importance of selecting an appropriate tone, language, and level of formality in management communications have not been used, or the examples are incorrect, or the examples are not focused on management communications specifically. Examples are provided for tone and/or language and/or level of formality in management communications, but not for all three Limited but sufficient and appropriate examples are used to explain the importance of selecting an appropriate tone and language and level of formality in management communications specifically Comprehensive and appropriate examples are used to explain the importance of selecting an appropriate tone and language and level of formality in management communications specifically Assessor feedback on AC [comments not necessary in every box] / 16 (min. of 8) / 16 (min. of 8) Pass or Pass or 13

14 AC 1.3 Assess the effectiveness of a range of verbal and written communication methods within your area of the organisation [ca. 6/24] The effectiveness of a range of verbal and written communication methods within your area of the organisation is not addressed, or is assessed in generic terms with no organisational context. The effectiveness of verbal or written communication methods within your area of the organisation is assessed, but not both. A range of verbal and written communication methods within your area of the organisation are merely described with no judgements made based on appropriate criteria to assess their effectiveness Pass [12/24] The effectiveness of verbal and written communication methods within your area of the organisation are both assessed using appropriate criteria to make judgements, although the evidence base for the judgements may be limited Good Pass [ca. 18/24] The effectiveness of verbal and written communication methods within your area of the organisation are both assessed using a wide evidence base and appropriate criteria to make judgements Learning Outcome / Section 2: Be able to develop effective communication skills as a reflective manager Assessment Criteria (AC) AC 2.1 Develop appropriate criteria to evaluate own ability to communicate effectively AC 2.2 Collect and analyse feedback on own verbal and written communication skills AC 2.3 Evaluate own communication skills as a manager, identifying strengths and areas for improvement Total Marks /100 Sufficiency Descriptors [Typical standard that, if replicated across the whole submission, would produce a referral, borderline pass or good pass result] Pass Good Pass [ca. 3/12] No criteria have been developed to evaluate own ability to communicate effectively, or the criteria are incorrect or inappropriate [ca. 4/16] Feedback has not been collected, or insufficient feedback has been collected, or feedback on own verbal or written communication skills is collected, but not both. Feedback is merely listed or described with no analysis to discover the meaning or essential features and to draw conclusions [ca. 4/16] Own communication skills as a manager are merely listed or described with no evidence of evaluation to identify strengths and areas for improvement [6/12] Limited but sufficient and appropriate criteria have been developed to evaluate own ability to communicate effectively Pass [8/16] Limited but sufficient feedback has been collected on own verbal and written communication skills, and the feedback has been analysed to discover the meaning or essential features and to draw limited conclusions [ca. 9/12] Detailed and appropriate criteria have been developed to evaluate own ability to communicate effectively Good Pass [ca. 12/16] Comprehensive feedback from a wide range of sources has been collected on own verbal and written communication skills, and the feedback has been analysed in detail to discover the meaning or essential features and to draw conclusions Pass [8/16] Good Pass [ca. 12/16] Own communication Own communication skills skills have been have been evaluated and evaluated, using the ranked, using the appropriate criteria appropriate criteria developed, to identify developed, to identify limited but sufficient detailed strengths and strengths and areas areas for improvement for improvement Total Marks /100 / 24 (min. of 12) Pass or Assessor feedback on AC [comments not necessary in every box] / 12 (min. of 6) / 16 (min. of 8) / 16 (min. of 8) Pass or Pass or Pass or Outcome (delete as applicable): PASS / REFERRAL Signature of Assessor Date Outcome (delete as applicable): PASS / REFERRAL Signature of IQA Date 14

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