OCR Level 2 NVQ Certificate in Customer Service (QCF) Sarah Pilbeam, Maureen Everett –––––––––––––––––––––––––––––––––––––– A textbook designed to help the work-based learner - who only sees their assessor once per month.
–––––––––––––––––––––––––––––––––––––– Key Selling Points Candidates will work more efficiently through the qualification, by relying on the text to guide them when the assessor is not available - which is most of the time Assessors will see candidates making more progress between visits - reducing the administration burden and decreasing completion times The expert editor and author team will ensure a full match with the assessment requirements Candidates will see the relevance of all content to their work because of 'real-world' language and examples
–––––––––––––––––––––––––––––– 9781444151503 Mar 2012 £19.99 –––––––––––––––––––––––––––––– Format: PB
Summary
Binding: Paperback
If you want to complete your Level 2 NVQ in Customer Service quickly and easily, this textbook will support you when your assessor is not available.
Extent: 272 pp
All NVQ jargon and the NVQ process is covered in full, with clear explanations so you know exactly what you need to do. For each unit there is a simple explanation of the kind of evidence you need to provide and ideas about how you might generate this evidence in your own job. All the knowledge and understanding that make up the course are also covered, so you won't become stuck in the time between assessor visits.
–––––––––––––––––––––––––––––– Previous Edition
Written to the latest QCF standards by experienced external verifiers and covering the core units, the book includes lots of Case Studies describing real-world Customer Service examples, Development Activities and Knowledge Tests. These will all help you make progress and produce the right kind of evidence so you can get the best possible grade in the shortest possible time.
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Target Market NVQ Level 2, Circa 14,000 NVQ 2 OCR students
The Author(s) Sarah Pilbeam is an External Verifier for a leading awarding body Maureen Everett is a co-Chief Verifier for a leading awarding body
N/A
Level 2 NVQ Certificate in Team Leading (QCF) Alan Parker, Eleanor Crosby –––––––––––––––––––––––––––––––––––––– Work-based candidates, who have little assessor contact time, will progress more quickly and efficiently through their Team Leading NVQ using this supporting textbook.
–––––––––––––––––––––––––––––––––––––– Key Selling Points Candidates will work more efficiently through the qualification, by relying on the text to guide them when the assessor is not available - which is most of the time
–––––––––––––––––––––––––––––– 9781444154382
Assessors will see candidates making more progress between visits - reducing the administration burden and decreasing completion times
Mar 2012
Candidates will see the relevance of all content to their work because of 'real-world' language and examples
£21.99 –––––––––––––––––––––––––––––– Format: PB
Summary
Binding: Paperback
If you want to complete your Level 2 NVQ in Team Leading quickly and easily, this textbook will support you when your assessor is not available.
Extent: 272 pp
All NVQ jargon and the NVQ process is covered in full, with clear explanations so you know exactly what you need to do. For each unit there is a simple explanation of the kind of evidence you need to provide and ideas about how you might generate this evidence in your own job. All the knowledge and understanding that make up the course are also covered, so you won't become stuck in the time between assessor visits.
Written to the latest QCF standards by experienced external verifiers and covering all units, the book includes lots of Case Studies describing real-world Team Leading examples, Development Activities and Knowledge Tests. These will all help you make progress and produce the right kind of evidence so you can get the best possible grade in the shortest possible time.
Target Market OCR had 3425 level 2 students in 09/10, and 16-24% of the market. This market share corresponds to a total market of 14,000 to 21,000 students across all awarding bodies. OCR had 3425 level 2 students in 09/10, and 16-24%% of the market. This market share corresponds to a total market of 14,000 to 21,000 students across all awarding bodies.
The Author(s) Author(s) Alan Parker is a coExternal co-Chief Verifier for a major awarding body. Eleanor Crosby is an External Verifier for a major awarding body.
–––––––––––––––––––––––––––––– Previous Edition N/A ––––––––––––––––––––––––––––––
CACHE Level 3 Extended Diploma for the Children and Young People's Workforce Maureen Smith, Teena Kamen, Jo Irvine, Joan Haines, Mary Armitage –––––––––––––––––––––––––––––––––––––– Published exclusively in partnership with CACHE, this is the perfect core textbook for students studying CACHE Level 3 Extended Diploma for the Children and Young People's Workforce.
–––––––––––––––––––––––––––––––––––––– Key Selling Points Rich and meaningful content Exclusively endorsed by CACHE Authors have an exceptional range of experience and expertise
–––––––––––––––––––––––––––––– 9781444156065 Mar 2012 £25.99
Assessment practice and support will ensure students are fully prepared
–––––––––––––––––––––––––––––– Format: PB
Packed with learning features that make the text accessible to all student levels
Binding: Paperback
Summary
Extent: 480 pp
CACHE Level 3 Children and Young People's Workforce Extended Diploma is exclusively published and developed in close collaboration with CACHE, making this the ideal companion for anyone taking the qualification. Written by a highly experienced and respected author team, this book focuses on the practical knowledge you will need to obtain the qualification, and will support you through your assessment and the start of your career. Key features of this new edition: - Focused and clear coverage from respected experts on the key information you need for the course. - Case studies and Practice Tips show you exactly how to use the knowledge and concepts in real life scenarios. - Assessment Practice will make sure you are prepared to pass your course. - An easy-to-read and friendly writing style keeps the book enjoyable and accessible. - Key Terms feature throughout the text for easy reference.
Target Market Level 3 Extended Diploma, Level 3 Extended Diploma
The Author(s) Maureen Smith is an early years consultant, author and the former director of a major awarding body. Teena Kamen is an experienced author, primary school teacher and early years lecturer. Jo Irvine is an educational consultant and author. Joan Haines is Head of The Sensory Service; Improving Outcomes SEND Education Leeds.
–––––––––––––––––––––––––––––– Previous Edition N/A ––––––––––––––––––––––––––––––
NVQ Level 2 Certificate Customer Service (QCF) Sarah Pilbeam –––––––––––––––––––––––––––––––––––––– A textbook designed to help the work-based learner - who only sees their assessor once per month.
–––––––––––––––––––––––––––––––––––––– Key Selling Points Candidates will work more efficiently through the qualification, by relying on the text to guide them when the assessor is not available - which is most of the time Assessors will see candidates making more progress between visits - reducing the administration burden and decreasing completion times
–––––––––––––––––––––––––––––– 9781444157437 Mar 2012
Candidates will see the relevance of all content to their work because of 'real-world' language and examples
£19.99
Candidates and assessors can be sure of a full match with the OCR requirements, through the author and editor team, and the OCR publishing partnership
–––––––––––––––––––––––––––––– Format: PB Binding: Paperback
Summary Suitable for Apprenticeships and written to the QCF standards, this new textbook covers the core and most popular optional units of OCR's NVQ Level 2 in Customer Service, and all three mandatory units of the OCR Level 2 Certificate in Customer Service Knowledge. Written by an experienced senior verifier and edited by the Chief Verifier, the book maximises your chances of success by clearly linking the assessment requirements to the relevant knowledge and understanding. Numerous activities and tasks will help you to remember and further understand the clearly explained concepts.
Units covered: - Communicate using customer service language - Follow the rules to deliver customer service - Give customers a positive impression of yourself and your organisation - Deliver reliable customer service - Recognise and deal with customer queries, requests and problems - Develop customer relationships - Communicate effectively with customers
Target Market Circa 14,000 NVQ 2 OCR students, Circa 14,000 NVQ 2 OCR students.
The Author(s) Author(s) Sarah Pilbeam is an External Verifier for a major awarding body. Maureen Everett is Chief Verifier for a major awarding body.
Extent: 272 pp –––––––––––––––––––––––––––––– Previous Edition N/A ––––––––––––––––––––––––––––––
Being Human: Psychological and Philosophical Perspectives Richard Gross –––––––––––––––––––––––––––––––––––––– A fascinating account of the psychological characteristics of human beings, in which the author contemplates one of the biggest questions of them all - what makes us human, and how do we differ from the other life forms that share this planet?
–––––––––––––––––––––––––––––––––––––– Key Selling Points The complex ideas encountered in this book are supported throughout by questions for reflection, ensuring that key concepts are understood and further meditation facilitated.
–––––––––––––––––––––––––––––– 9781444128864 Dec 2011 – LATE ANNOUNCEMENT
Includes an expert selection of references to recommended reading and useful websites, making this text an essential stepping stone into the wider literature.
£24.99
Chapters are structured logically and topics within them made manageable by subdivision, ending with helpful summaries to provide an account of unmatched clarity and insight.
–––––––––––––––––––––––––––––– Format: PB Binding: Paperback Extent: 350 pp
Where appropriate issues benefit from diagrammatic explanation alongside the text, aiding understanding and enlivening the presentation. A key purchase for students of psychology for additional inspiration and background to the core modules of an undergraduate degree.
Summary Richard Gross turns his expert eye to the psychology of human nature in a contemplative account encompassing cognition, consciousness, language, time perception, sense of mortality and human society. This book will help you to consider the unique aspects of being human and to understand the biological underpinnings for the intriguing and distinct behaviours and experiences common to human beings. The book is enhanced throughout by: - its logical arrangement of topics, with key questions, issues for additional focus and reflection points highlighted throughout - useful chapter introductions and summaries to provide clarity and insight - diagrams to help explain difficult concepts - detailed selection of references and useful sources including works from the fields of psychology, philosophy, religion and literature This book is essential reading for students of psychology and related disciplines as well as general readers seeking insights into one of the most enduring questions to have faced humankind throughout history.
Target Market First and second year undergraduates in psychology, HE psychology students
The Author(s) Richard Gross
–––––––––––––––––––––––––––––– Previous Edition N/A ––––––––––––––––––––––––––––––