Levels 1, 2 and 3 Award, Certificate and Diploma in ...

1 Levels 1, 2 and 3 award , Certificate and Diploma in business Skills (7593) Unit handbook business and Administration (A1) units March 2011 Version About City & Guilds City & Guilds is the UK s leading provider of vocational qualifications, offering over 500 awards across a wide range of industries, and progressing from entry level to the highest Levels of professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by employers worldwide for providing qualifications that offer proof of the skills they need to get the job done. City & Guilds Group The City & Guilds Group includes City & Guilds, ILM (the Institute of Leadership & Management, which provides management qualifications, learning materials and membership services), City & Guilds NPTC (which offers land-based qualifications and membership services), City & Guilds HAB (the Hospitality Awarding Body), and City & Guilds Centre for Skills Development.

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4 City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication. City & Guilds 1 Giltspur Street London EC1A 9DD T +44(0) 844 543 0000 F +44 (0)20 7294 2400 Levels 1, 2 and 3 award , Certificate and Diploma in business Skills (7593) Unit handbook Qualification title QAN Level 1 Award in business Skills 600/0462/9 Level 1 Certificate in business Skills 600/0422/8 Level 2 Award in business Skills 600/0423/X Level 2 Certificate in business Skills 600/0480/0 Level 2 Diploma in business Skills 600/0481/2 Level 3 award in business Skills 600/0482/4 Level 3 Certificate in business Skills 600/0483/6 Level 3 Diploma in business Skills 600/0484/8 March 2011 Version 2 7593 business Skills.

5 business and Administration (A1) units City & Guilds Skills for a brighter future 7593 business Skills: business and Administration (A1) units 3 Contents 1 Introduction to the qualifications 5 Unit 101 Manage own performance in a business environment 6 Unit 102 Improve own performance in a business environment 9 Unit 103 Work in a business environment 12 Unit 104 Communicate in a business environment 15 Unit 105 Solve business problems 19 Unit 106 Work with other people in a business environment 22 Unit 107 Make and receive telephone calls 25 Unit 108 Assist in handling mail 28 Unit 109 Use a filing system 30 Unit 201 Manage own performance in a business environment 33 Unit 202 Improve own performance in a business environment 37 Unit 203 Work in a business environment 40 Unit 204 Communicate in a business environment 44 Unit 205 Solve business

6 Problems 48 Unit 206 Work with other people in a business environment 51 Unit 207 Use a diary system 55 Unit 208 Take minutes 58 Unit 209 Handle mail 61 Unit 210 Produce documents in a business environment 64 Unit 211 Organise and report data 67 Unit 212 Research information 69 Unit 213 Use office equipment 71 Unit 214 Support the organisation of business travel or accommodation 74 Unit 215 Support the organisation of meetings 77 Unit 216 Respond to change in a business environment 80 Unit 301 Manage own performance in a business environment 83 Unit 302 Evaluate and improve own performance in a business environment 86 Unit 303 Work in a business environment 89 Unit 304 Communicate in a business environment 94 Unit 305 Solve business problems 98 Unit 306 Work with other people in a business environment 101 Unit 307 Contribute to decision-making in a business environment 105 Unit 308 Develop a presentation 108 Unit 309 Deliver a presentation 111 Unit 310 Design and produce documents in a business environment 114 Unit 311 Analyse and report data 117 Unit 312 Plan and organise meetings 120 Unit 313 Organise business travel or accommodation 124 4 7593 business Skills: business and Administration (A1) units Unit 314 Contribute to running a project 127 Unit 315 Agree a budget 132 Unit 401 Chair meetings 134 Unit 402 Implement, monitor and maintain administrative services 137 7593 business Skills.

7 business and Administration (A1) units 5 1 Introduction to the qualifications This document contains the imported units available within the following qualifications: Qualification title and level City & Guilds qualification number Qualification accreditation number Level 1 Award in business Skills 7593-91 600/0462/9 Level 1 Certificate in business Skills 7593-91 600/0422/8 Level 2 Award in business Skills 7593-91 600/0423/X Level 2 Certificate in business Skills 7593-91 600/0480/0 Level 2 Diploma in business Skills 7593-91 600/0481/2 Level 3 award in business Skills 7593-91 600/0482/4 Level 3 Certificate in business Skills 7593-91 600/0483/6 Level 3 Diploma in business Skills 7593-91 600/0484/8 For full information on the 7593 suite of business Skills see the relevant qualification documentation available from Imported units from the following sectors skills

8 Council/standard setting body are included in this document. Please note that whilst the Institute of Customer Service (ICS) and the Management Standards Centre (MSC) still exist the responsibility for the NOS within these sectors now fall within the Council for Administration s (CfA) remit. Contacting the Sector Skills Councils/Standards Setting Bodies CfA Tel: 0207 091 9620 Fax: 0207 091 7340 Email: Website: e-skills UK Tel: 0207 963 8920 Fax: 0207 592 9138 Email: Website: 6 7593 business Skills: business and Administration (A1) units Unit 101 Manage own performance in a business environment Level: 1 Credit value: 2 UAN: M/601/2447 Unit aim This unit is about managing work in a way that makes sure you will be able to work effectively with other people in a business environment.

9 Learning outcomes There are four learning outcomes to this unit. The learner will: 1 Understand how to be responsible for own work 2 Understand how to behave in a way that supports effective working 3 Be able to take responsibility for own work, supported by others 4 Be able to behave in a way that supports effective working Guided learning hours It is recommended that 14 hours should be allocated for this unit, although patterns of delivery are likely to vary. Details of the relationship between the unit and relevant national occupational standards This unit directly relates to the business and Administration NOS BAA624. Support of the unit by a sector or other appropriate body This unit has been developed by the Council for Administration.

10 Assessment This unit will be assessed by portfolio of evidence, as specified in the Council for Administration Assessment Strategy 2009. 7593 business Skills: business and Administration (A1) units 7 Unit 101 Manage own performance in a business environment Assessment Criteria Outcome 1: Understand how to be responsible for own work The learner can: outline how to listen to and follow instructions outline how to plan own work describe the purpose and benefits of how to manage time to plan work state the purpose of keeping other people informed about progress outline ways of asking for help if needed state the purpose and benefits of recognising and learning from mistakes outline guidelines, procedures and codes of practice that are relevant to own work Outcome 2.