Scheme of work - Working in a small business (Entry levels 1-2)

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1 Scheme of work - Working in a small business (Entry levels 1-2) This scheme of work relates to the development of employability skills in the context of working in a small business, e.g. a local dry cleaner or a convenience store. It can be used when planning an employability skills development programme or as a set of themes or topics to be covered in induction to a workplace. The focus is on developing a problem-solving approach so as to be able to fulfil a range of job functions carrying out tasks both behind the scenes as well being customer-facing. The employee will need to understand all aspects of the business and also the related health and safety, equality and diversity and customer care requirements. Given the nature of a small business, the employee should be developing their language, literacy, numeracy and ICT skills to be able to carry out the range of job functions. Those involved in the skills development of apprentices and small business employers of new staff may find this scheme useful when planning a series of training interventions or induction for a new employee. The themes selected are generic to a wide range of business contexts, but these may need to be modified or adapted to fully address the skills needed in a particular small business. Depending on learner need and the learning environment, teachers and trainers may wish to add home work tasks and portfolio building as activities which enhance knowledge and learning skills. 6 themes Aims The aim is for employees / potential employees to develop: an understanding of how a small business operates the ability to think and solve problems the ability to manage self in a range of work roles skills for communicating with others and with customers in particular skills for working with others, e.g. co-workers, manager, suppliers. 1

2 Objectives apply knowledge and skills to a range of work tasks select and use relevant sector / business knowledge to solve problems use numeracy, language, literacy and ICT competently to complete various tasks identify and comply with relevant health and safety requirements act in accordance with equality and diversity best practice. Literacy and language objectives (adapt these to suit the particular small business context) read and understand texts such as care instructions on labels, letters, goods delivery notes or product reference codes, etc write invoices and receipts for customers, orders for suppliers, notes for special requests, messages for others including signature, date and time listen carefully to customers and respond appropriately, maintaining good customer relations at all times listen carefully to instructions from manager and ask questions for clarification speak to suppliers and/or customers on the telephone to resolve supply or service queries read information from web-based sources place orders using online ordering facilities. objectives (adapt these to suit the particular small business context) read and use relevant numerical reference codes apply date and price information accurately, e.g. on price and use by labels apply spatial awareness or accurate measure when stocking shelves/organising work space, etc calculate money transactions accurately when dealing with customers and suppliers use time efficiently and accurately, e.g. open shop on time, prepare for busy periods handle data as required, e.g. maintaining customer order book/logging goods supply information/checking weekly or monthly totals/checking till records/comparing costs data from different suppliers. 2

3 Overview of how Items from Reading, writing, a particular small the small communications business business operates from which Graphs, charts and someone with illustrate what other displays of first-hand the business information experience, e.g. is publicity, owner, manager, product, list Speaking and listening apprenticeship of services, skills supervisor facts about the business Draw a spider diagram or make a list of all the aspects of working in a small business Health and safety knowledge and consideration including any environmental or space issues Technology to support small businesses Communications Problem solving skills and multitasking Time keeping issues including arriving at work on time, knowing how long a task might take, how long an errand or delivery activity might take An employer s perspective of running a small business: produce some questions for the speaker Handout about health and safety Note taking skills for answers to own questions Ordering numbers in date sequence Recall / list some of the tasks common to small businesses Review individual lists for spelling accuracy and use of relevant vocabulary Introduce portfolio (if appropriate). Explain that every piece of work or information is to go into the portfolio with a date and a heading and the dates must run sequentially in the portfolio Outside speaker for 20 minute talk on running a small business who will answer questions 3

4 Health and safety Discussion on health and safety: Matching Use active verbs and issues at work what do you already know and do? health and key words when making including: safety short notes in a text using Oral quiz on use of symbols: symbols and equipment Health and safety documentation or their Spell key words storing posters on wall meanings accurately materials Discussion of issues related to health moving and safety in particular business context Extract information from products or diagrams components Forms and reporting systems: Recording incidents accurately for work purposes discussion of appropriate language, importance of recording information accurately including dates and times Following reporting procedures Forms used in the business for recording and reporting accidents at work Key health and safety regulations documents such as COSHH Follow directions, e.g. for safe exit in emergency Write up and record formally a record of a health and safety incident from a given handout depicting an accident at work in pictures Q&A Observation of communication skills Forms and reports completed accurately and legibly (if done by hand) Reflect on the activities in the particular workplace and list likely hazards 4

5 Customer Practise taking and writing down Customer Speaking/listening, services and messages phone reading/writing dealing with the Taking verbal messages (telephone queries Giving and interpreting public and others training activity) formal and informal instructions accurately. at work: language Customer Listening for gist, maintaining a queries positive attitude Giving and taking instructions and messages at work, s, fax, telephone Telephone training Dealing with complaints from customers Communicating with colleagues Writing and answering s (formal and informal writing skills) Series of queries sent by to answer from a prepared worksheet related to the business, e.g. how much for a bulk cleaning laundry job for sheets and towels for a small hotel? Is it possible to pick up and deliver items? Dealing with a complaint: Politeness, maintaining a positive attitude and using appropriate language. Facial expressions and body language cultural differences in body language Effective communications with colleagues: appreciating others working and communication styles; engaging positively with diversity and respecting each others right to equal and fair treatment at work Simulation of a complaint situation Simulation of a team work situation requiring giving and getting information and sharing of responsibility for tasks Q and A including intonation/stress in words and sentences Using s (formal and informal language) Writing notes from messages (tenses, checking spelling for new words, unusual names and addresses) Recording telephone numbers accurately Record the date and time of messages accurately Checking out online information related to consumer rights Q&A Observation Self evaluation of communication skills in particular scenarios (customer-facing as well as within work team) 5

6 Handling money Practise calculating and giving of Money Calculating change with change from 1, 5, 10, 20. To be coins and or without a calculator Giving change used with or without a calculator notes Counting aloud while Complete a table for calculating wages giving change Working out own with own hourly rates and hours worked wages in previous day or week Minimum wage Context-specific money handling scenarios Use link to research current rates. Link to information on minimum wage rates: see - Selection of money handling tasks from the day-to-day transactions of the particular business context Wages calculation table Internet access Reading amounts of money Using a calculator to multiply amounts of money Solving problems involving money Using different methods for checking answers Comparing amounts of money Speaking and listening ICT extracting and recording information from given source Look through job advertisements, e.g. in newspapers finding and recording different rates of pay Observation of giving change activity Self assessment of answers. Checking completed work. Participation in discussion Q & A Check completed task 6

7 Time Work planner Read, write, record and management and compare time problem solving Managing own time: make a list of the different tasks that employees in a small business think they might have to do in their job role, e.g. talk to customers and suppliers, take money, and use a computer Planning working time: look at the task sheet list without timings and suggest own estimate of time required. Calculate total time required for set of task in minutes Explore how to convert time in minutes to time in hours Task sheet without timings (real tasks from a particular business) Answer sheet with suggested timings Add time in minutes Convert time in minutes to hours Observation of activity Contributions to discussion Problem solving activity: multitasking and flexible working Use a typical work situation to discuss how employees need to be able to fulfil a number of job functions, e.g. what do you do when you re on shelf-filling duty but you can see that there s a queue of customers building up Real work scenarios 7

8 Using a range of Completing all required logs, e.g. re Range of Listening skills, Q & A recording and delivery of supplies, invoices and documents customer service receipts, newspaper delivery records and systems Reading skills systems used in the business Using IT based recording systems as appropriate, e.g. in a take-away outlet, using the customer database when taking a telephone order Writing key words, dates and amounts Using keyboard and other computer literacy skills Accuracy of completed documentation 8

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