The Pre Employment Training Programmes for the unemployed- Do you want free training to learn new skills matched to the local jobs market? from retail to care to business admin there is something for everyone. Pathways Work Club Programme delivers government funded courses and government funded training for the unemployed.

1. Pre-employment Training
Programmes.
Offering Sector specific training
This stage is all about you being‘‘job-ready”
Tel: 0121 707 0550
Email: www.pathwaygroup.co.uk

2. Introduction
• What is Business Administration?
• To be able to identify different functions within business administration roles and
company structures
Travel and Accommodation
• To be able to identify types of travel and accommodation arrangements
• Research skills
Dealing with Visitors
• Understand the role of meeting and greeting in business administration
• Identifying types of visitors and their requirements
Customer Relations
• Understand what is meant by customer relations
• The importance of effectively liaising with customer
Managing a Diary System
• Importance of diary systems
• Changing and completing diary systems
Employment Rights and Responsibilities
• To establish the rights and responsibilities of the employer and the employee
• To identify basic employment law
• To establish the differences between law and expectations
Health and Safety
• Identify employer and employee responsibilities for health, safety and security in a
business environment,
• Explain the purpose of following health, safety and security procedures in a business
environment
• Identify ways of maintaining a safe and secure business environment in the work place
Communication Skills
• Describe different methods of communication,
• Explain how to choose the most appropriate method of communicating with others
• Describe ways of actively listening
Equality and Diversity
• Identify employer and employee responsibilities for equality and diversity in a business
environment
• The benefits of making sure equality and diversity procedures are followed on a daily
basis
Business Administration Pathway

3. Checking Codes
• To read and compare large numbers
• To understand and use the organisational features of a delivery note in order to locate
information
• To recognise words written as abbreviations
Recording Time
• To read and record time in 12 and 24 hour clock
Putting Goods into storage
• To read and extract appropriate storage information from box end labels and warehouse
charts
• To read temperatures and understand the storage requirements of chilled produce from
box end labels
What is Customer Service?
• To understand the principles of good customer service through discussion
Recognising Customers needs
• To understand and use non verbal signals to interpret customer behaviour
• To use different strategies to clarify and confirm understanding
• To ask questions to obtain information or to establish customer needs
Responding to Customers
• To understand the need to adapt responses to different people and situations
Dealing with Complaints from Customers
• To identify and understand effective ways to deal with customer complaints
Retail Pathway

4. • Care Planning
Understanding Care Plan formats
• To use headings and subheadings to locate information
• To use reference material to find meanings of unfamiliar words
Accessing and retrieving records
• To understand how to find and return records in an alphabetical filing system
• To understand how to find and return records in a numerical filing system
Understanding information on care plans
• To be able to identify unfamiliar words on care plans
• To select relevant information
• To write information appropriately
Entering straightforward information into a form
• To read and understand simple instructions on forms
• To write dates accurately
Gathering information for everyday records
• To decide what questions to ask to gather relevant information
• Tophrasequestionsappropriately,withanawarenessofopenandclosedquestions
and confirmation
Recording information in everyday records
• To select relevant information for inclusion in documentation
• To formulate this information for a specific purpose
• To write information accurately and clearly
Care Pathway

5. • Communicating In Care
Communicating at Work
• To recognise the range of people with whom you may communicate on a day-to-day
basis in the care sector
• To be able to adapt to the audience
• To identify the things that can affect interaction, for example, relationships, attitudes,
purpose and understanding
• To identify different types of communication
Communicating with Visitors
• To recognise the importance of following procedures
• To give or ask for information in a sensible order
Talking to People
• To understand that how you speak and the choice of words that you use will vary
based on with purpose and the person being addressed
• To recognise that body language and tone of voice can support or confuse the
message
• To understand what contributes to effective communication face-to-face and over
the phone
Listening to People
• To understand that listening can be an active process
• To provide confirmation and feedback, including body language when listening
to others
• To listen for details in messages
• To use strategies to clarify and confirm understanding
• To make contributions relevant to the situation and subject
Conducting a Handover
• To listen for sequence markers
• To listen for personal instructions
• To recognise the ways instructions might be worded
Dealing with difficult situations
• To think about how to resolve difficult situations that may arise in a residential care
home
• To consider how listening and speaking techniques might be applied in difficult
situations
Care Pathway

6. Signs and Symbols
• To recognise that health and safety signs use colour and symbols to aid understanding
• To know that the format used in safety signs aids understanding
• To recognise that key instructions are written in bold or capital letters
• To understand the importance of reading technical words carefully to ensure
the meaning is understrood
Reporting written information
• To know where to put information on an Accident Form
• Write concisely, including only relevant facts to write events in a formal, factual way
• In a logical order and proof read for accuracy
Following written instructions
• To understand that pictures can enhance written instructions or replace them by
illustrating a point or process visually,
• To understand that pictures can help to explain difficult words in instructions,
• To recognise that key features of instructions help the reader to follow instructions quickly
Following work procedures
• To recognise the formal language of procedures
• To recognise that some words are an instructional“must do”
• To recognise conditionals“if, in the case of”only to be carried out if the condition exists
• To recognise how to use flow charts
Finding the Information you need
• To research a topic and show evidence of having used more than one resource
• To make notes about the information found
Information At Work

7. Numeracy In Care
Time to think
• To recognise the range of different ways time can be written or displayed
• To understand the 24 hour clock
• To convert from 12-24 hour clock time and vice versa
Managing your time
• To identify the problems around time management
• To estimate time using quarter, half and whole hours
• To calculate time in minutes
Getting it right
• To understand the need for accuracy when recording dates
• To recognise the different date formats used in the UK
• To recognise all abbreviations used in dates
• Calculating dates
Shopping for residents
• To understand the importance of following procedures and guidelines when dealing with
money for residents
• To identify strategies for adding and subtracting money accurately
• To organise shopping activities
• To use a calculator with decimals
• To record money transactions
Measuring fluids
• To understand the metric units to measure fluids
• To use non-standard methods to estimate fluids
• To record fluids in millilitres
• To calculate using millilitres
Measuring Weights
• To understand and calculate metric weights
• To understand imperial weights, stones and pounds
• To convert kilograms to pounds
• To convert pounds to stones and pounds
• To use a table to check weight

8. Customer Service Pathway
Describe the principles of customer service
• Identify the purpose of customer service.
• How customer service affects the success of the organisation.
• Different types of customers of an organisation.
• Range of customer needs.
• Identify the customer service information which may be retained.
• Difference between providing a product and providing a service.
• Meaning of an after- sales service.
• Describe what is meant by a Unique Selling Point (USP) and a Unique Service Offer (USO).
• Identify the methods a customer service deliverer can use to keep product and service knowledge
up- to-date.
• How an organisation can promote its products and/or services
Understand how customer needs and expectations are formed
• The purpose of an organisation’s service offer.
• How customer expectations are formed.
• Interrelationship between customer satisfaction and customer expectations.
• Identify customer needs.
• Identify the methods of obtaining customer feedback.
• Maintain customer loyalty.
• Important to ensure effective customer relationships are maintained.
• Important for a customer to be able to identify a‘brand’
Understand principles of responding to customers’problems or complaints
• Common causes of customer problems and complaints.
• Methods of communication.
• Adapting methods of communication and behaviour to meet the individual needs of customers.
• How the non verbal communication of the service deliverer can affect the behaviour of the
customer.
• Influence of personal presentation, approach and attitude will on perception of the service
delivered
Identify the interpersonal and team working skills required in the customer service environment
• Skills required for effective team working.
• Maintain effective working relationships within a team.
• Range of inter-personal skills required for effective customer service
Identify the legislation which supports the customer service process
• Key aspects of the legislation relating to consumer law
• Principles of equal opportunities legislation in relation to providing customer service.
• Responsibilities of the employer and employee under the Health and Safety at Work Act. Respect
customer and organisation confidentiality. Identify the main principles of the Data Protection Act.
• Identify how a code of practice or ethical standards can impact upon the activities of a service
deliverer