Common Knowledge Workplace Requirements
01/04/2012 Len.g
Duty of Care
Common Knowledge Workplace Requirements
Date 01/04/2012 Page 2 of 9 Issue 1.0
FORWORD Our organisation recognises that is essential for personnel to have undergone a structured programme of training and learning leading to and resulting in a recognised qualification if they are to be effective and professional in their occupational role. Increasingly, industry stakeholders also recognise that individuals who work to provide the services society relies on must have a broad range of skills and clear understanding of their role and responsibility of the environment they operate in, as the scope, diversity and importance of their work continues to grow, so the degree of professionalism expected of service personnel will increase. This document is intended to provide a clear specification on the approach that has been agreed with the Security sector other sectors and industry stakeholders in relation to the core learning and resulting qualifications required by vocational training.
Issued by: Len Gair: Director of Group Projects
Approved by: John Hodgkinson: Managing Director
Duty of Care
Common Knowledge Workplace Requirements
Date 01/04/2012 Page 3 of 9 Issue 1.0
SECTION 1: TRAINING OVERVIEW Training must include the following areas; SESSION
TOPIC
SESSION 1
Communication Skills and Customer Care
SESSION 2
Awareness of the Law in the sector
SESSION 3
Health and Safety. Duty of Care
SESSION 4
The Service Sector
SESSION 5
Fire safety, awareness and preventative measures
SESSION 6
Emergency procedures and planning
Issued by: Len Gair: Director of Group Projects
Approved by: John Hodgkinson: Managing Director
Duty of Care
Common Knowledge Workplace Requirements
Date 01/04/2012 Page 4 of 9 Issue 1.0
SECTION 2: TRAINING DETAILS Session 1: COMMUNICATION SKILLS AND CUSTOMER CARE. Aims: 1. To define the meaning of communication and levels of expectancy in order to conform to occupational standards and service level requirements, 2. To understand and know the importance of effective communication skills and the value they will add to good customer care, 3. To define, understand and know where to locate information on the key competencies that underpins good customer care and operational best practice. Objectives: By the end of the session the trainee will be able to; a) Identify the different types and levels of communication within the qualifications framework. b) Explain the basic elements of effective communication, c) State the importance of effective communication in the workplace, d) State the importance of effective communication within a team, e) Identify effective communication skills in delivering good customer care, f) Describe best practice in relation to customer care, g) Explain diverse customer needs, h) Explain the different types of customer (i.e. customers, consumers and the wider public.
Issued by: Len Gair: Director of Group Projects
Approved by: John Hodgkinson: Managing Director
Duty of Care
Common Knowledge Workplace Requirements
Date 01/04/2012 Page 5 of 9 Issue 1.0
Session 2: AWARENESS OF THE LAW IN THE SERVICE SECTOR. Aim, 1. To develop knowledge and understanding of the legislation as it applies to the individual in the environment they provide their service to. 2. To develop skills to access guidance on legislation applicable to the occupational role from official sources, Objectives, By the end of this session the trainee will be able to, a) Explain the difference between civil and criminal Law, b) Identify how the Human Rights Act impacts on working in the service industry, c) Explain equal opportunities legislation as it applies in the workplace, d) Describe the types of discrimination in the workplace, e) Identify eight principles of the Data Protection Act, f) State the main aims of Corporate Manslaughter Act 2007.
Issued by: Len Gair: Director of Group Projects
Approved by: John Hodgkinson: Managing Director
Duty of Care
Common Knowledge Workplace Requirements
Date 01/04/2012 Page 6 of 9 Issue 1.0
Sessions 3: HEALTH AND SAFETY. DUTY OF CARE Aims, 1. To understand roles, responsibility and relationship requirements between duty holder and employee in order to comply with duty of care law, 2. To understand policies, work instructions and safe working practices relating to the work activity and legal requirement, Objectives, By the end of this session the trainee will be able to, a) State the importance of Health, Safety and Wellbeing in the workplace, b) Describe the responsibilities of employers, employees and the self employed under the Health and Safety at Work Legislation, c) Describe how to minimise risk to personal safety, wellbeing and security, d) Identify typical risks and hazards (e.g. slips, trips and falls), e) Identify more specific risks associated with the type of service being provided, f) Identify safety signs and signals, g) Explain the reporting procedures for Health and Safety accidents and incidents, h) Describe appropriate responses to accidents and injuries in the workplace, i)
Complete a risk reporting document.
Issued by: Len Gair: Director of Group Projects
Approved by: John Hodgkinson: Managing Director
Duty of Care
Common Knowledge Workplace Requirements
Date 01/04/2012 Page 7 of 9 Issue 1.0
Session 4: THE SERVICE SECTOR Aim, 1. To identify the main characteristics of the service sector, 2. To complete a self assessment of development need(s). Objectives, By the end of the session the trainee will be able to, a) Define the key purpose of the service sector, b) State the aims and functions of the Internal Market Information (IMI) system, c) Identify key bodies specific to the service provided, d) Describe the qualities and performance requirements of the service provider, e) Give examples of different types of service provision, f)
Describe the career opportunities for individuals within the service sector.
Issued by: Len Gair: Director of Group Projects
Approved by: John Hodgkinson: Managing Director
Duty of Care
Common Knowledge Workplace Requirements
Date 01/04/2012 Page 8 of 9 Issue 1.0
Session 5: FIRE SAFETY, AWARENESS AND PREVENTATIVE MEASURES Aims 1. To describe fire and emergency procedures in the workplace, 2. To describe preventative measures in the workplace, 3. Identify risk and recommend preventative measures to duty holder, Objectives, By the end of this session the trainee will be able to, a) Describe basic fire prevention measures, b) List three elements that must be present for fire to exist, c) Identify the classifications of fire, d) Describe the different types of fire extinguisher and there uses, e) State other types of fire fighting equipment, f)
Explain actions to be taken upon the discovering a fire,
g) Describe the importance of understanding fire evacuation procedures, h) Communicate preventative measures and recommendations to duty hold.
Issued by: Len Gair: Director of Group Projects
Approved by: John Hodgkinson: Managing Director
Duty of Care
Common Knowledge Workplace Requirements
Date 01/04/2012 Page 9 of 9 Issue 1.0
Session 6: EMERGENCY PROCEDURES AND PLANNING Aims, 1. To identify emergencies and describe the importance of emergency procedures, 2. To identify actions and safety procedures in the event of an emergency, Objective, By the end of this session the trainee will be able to, a) Define the word “emergency� when used in the workplace, b) List different types of emergencies, and associated actions that should be taken when they occur, c) Explain the procedures for making emergency calls, d) List the actions which may be taken in the event of a fire, personal injury, or a bomb treat, e) Describe behaviours that could indicate unusual or suspicious activity, f)
State how to act in a first response situation requiring first aid,
g) State who to contact in a first aid situation, h) Communicate ideas to improve emergency procedures or actions to duty holder.
Issued by: Len Gair: Director of Group Projects
Approved by: John Hodgkinson: Managing Director