Level 2 and 3 Diploma in Business Support (4475-12/13)

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according to the size of the organisation and the products or services being offered. It influences customers’ rights of access to goods, facilities, services and premises. Sex Discrimination Act and Race Relations Act (as amended) aims to prevent people being discriminated against to ensure people are treated fairly and equally. Sex Discrimination Act – influences customers’ rights of access to goods, facilities, services and premises. It should be remembered that different people have different needs, expectations, opportunities and responsibilities, therefore, it is important to remember that treating people fairly means recognising their differences. 5.3 Health and Safety at Work Act (HASWA) covers the responsibilities of employers to their employees and also to customers who are on the premises. It also covers safe working practices, common risks and hazards eg slippery or uneven floors, excessive noise and/or moving parts in machinery, chemicals. It also covers responsibilities relating to (a) fire drill procedures (b) evacuation procedures (c) suspicious packages (d) terrorism procedures (e) special codes to indicate the level of threat the organisation believes they are under at any moment in time eg a government department. 5.4 Organisations hold lots of ‘personal information’ about customers – eg account details, addresses and this information cannot be disclosed to anyone who asks for it. An organisation which handles personal information has a duty by law to keep its customers’ personal information safe and secure, whether it is stored in a manual format or electronically. Legislation controls the use of data and to not respect customer and organisation confidentiality could result in a loss of the customer. Protecting confidential information is a business requirement, and in many cases also an ethical and legal requirement. Information security means protecting information and information systems from unauthorized access, use, disclosure, disruption, modification, or destruction. Any loyalty and goodwill which exists between customers and the organisation will be lost if confidentiality, is breached. Security and confidentiality of data is covered by legislation ie Data Protection Act 1998 which has 8 principles that must be applied. 5.5 The principles of the Data Protection Act are: • Personal information shall be processed fairly and lawfully and, in particular, shall not be processed unless conditions are met • Personal information be obtained only for specified and lawful purposes and shall not be further processed in a manner incompatible with those purposes. • Personal information shall be adequate, relevant and not excessive for the purpose • Personal information shall be accurate and, where necessary, kept up to date • Personal information shall not be kept for longer than is necessary for the purpose • Personal information should be processed in accordance with the rights of data subjects These rights are: • Access to personal information • Prevent processing likely to cause damage or distress • Prevent processing for direct marketing • Automated decision making • Compensation • Rectification, blocking, erasure & destruction • Jurisdiction and procedure • Appropriate measures shall be taken against unauthorised or unlawful processing of personal data and against accidental loss, destruction or damage to the data The final principle refers to passing information to countries outside the EU who may not have the same levels of security. 94 Level 2 and 3 Diploma in Business Support (4475-12/13)
5.6 Codes of Practice - sector codes of practice – many Trade Associations and Professional Bodies have a Code of Practice that guides members on how they should conduct their business. Most Codes of Practice include guidance on how to deal with customers. In particular they usually cover how members should deal with complaints and customer problems; guidance to customers on how to make a complaint/follow grievance procedure. Ethical standards influence how decisions are made when resolving customer problems and the behaviour of employees towards customers. Organisational ethics include personal qualities such as responsibility, integrity, and honesty, but also: • openness • ethical leadership • pride in reputation • social awareness Level 2 and 3 Diploma in Business Support (4475-12/13) 95
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Level 2 and 3 Diploma in Business S
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Level 2 and 3 Diploma in Business S
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Contents 1 Introduction 5 2 Centre
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1 Introduction This document contai
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Unit accreditation number City & Gu
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2 Centre requirements This section
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3 Course design and delivery 3.1 In
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City & Guilds unit Unit title Asses
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Unit 101 Using the Internet Level:
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Unit 101 Using the Internet Learnin
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Outcome 4 Be able to use browser so
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Unit 102 Using email Learning outco
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Unit 103 Using collaborative techno
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Unit 103 Using collaborative techno
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Unit 104 Word processing software L
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Unit 104 Word processing software T
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Unit 105 Spreadsheet software Level
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Unit 105 Spreadsheet software Teach
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Unit 106 Database software Level: 1
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Unit 106 Database software Teaching
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Unit 107 Presentation software Lear
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Outcome 3 Be able to prepare slides
Page 45 and 46: Unit 108 Desktop publishing softwar
Page 47 and 48: • Manipulate images and graphic e
Page 49 and 50: Unit 109 Data management software L
Page 51 and 52: Unit 201 Principles of personal res
Page 53 and 54: Outcome 6 Understand the purpose of
Page 55 and 56: Support in terms of • advice •
Page 57 and 58: • meeting deadlines and targets
Page 59 and 60: Unit 202 Principles of providing ad
Page 61 and 62: Outcome 7 Understand diary manageme
Page 63 and 64: • franking • weighing • addre
Page 65 and 66: • documentation requirements •
Page 67 and 68: • attitude and behaviour • conf
Page 69 and 70: Unit 203 Principles of managing inf
Page 71 and 72: • to inform • to explain/educat
Page 73 and 74: Unit 204 Principles of supporting c
Page 75 and 76: Unit 204 Principles of supporting c
Page 77 and 78: Unit 205 Principles of supporting b
Page 79 and 80: • use of open body language such
Page 81 and 82: Unit 206 Principles of maintaining
Page 83 and 84: Unit 207 Principles of working in t
Page 85 and 86: Outcome 6 Understand how performanc
Page 87 and 88: 4. Explain in terms of complying wi
Page 89 and 90: Unit 208 Delivery of effective cust
Page 91 and 92: Unit 208 Delivery of effective cust
Page 93 and 94: called formal feedback. All staff i
Page 95: • show sensitivity to the needs a
Page 99 and 100: Unit 209 Supporting the customer se
Page 101 and 102: Unit 209 Supporting the customer se
Page 103 and 104: Written communication is eg letter,
Page 105 and 106: • understand the problem • iden
Page 107 and 108: Unit 210 Using email Level: 2 Credi
Page 109 and 110: Unit 210 Using email Teaching guida
Page 111 and 112: Unit 211 Using collaborative techno
Page 113 and 114: Unit 211 Using collaborative techno
Page 115 and 116: Unit 212 Word processing software L
Page 117 and 118: Unit 212 Word processing software T
Page 119 and 120: Unit 213 Spreadsheet software Level
Page 121 and 122: Unit 213 Spreadsheet software Teach
Page 123 and 124: Unit 214 Database software Level: 2
Page 125 and 126: Unit 214 Database software Teaching
Page 127 and 128: Unit 215 Presentation software Leve
Page 129 and 130: Unit 215 Presentation software Teac
Page 131 and 132: Unit 216 Data management software L
Page 133 and 134: Unit 216 Data management software T
Page 135 and 136: Unit 217 Introduction to notice pro
Page 137 and 138: Outcome 6 understand the concept &
Page 139 and 140: Unit 217 Introduction to notice pro
Page 141 and 142: Unit 301 Principles of personal res
Page 143 and 144: Outcome 5 Understand the types of p
Page 145 and 146: • professional associations • h
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Outcome 4 Understand how to evaluat
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Unit 302 Principles of working with
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Unit 302 Principles of working with
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Unit 303 Principles of managing inf
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Unit 303 Principles of managing inf
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• legal requirements • record k
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Unit 304 Principles of providing an
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Outcome 7 Understand how to manage
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• economy • ease of use • com
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• who has access to them • when
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Unit 305 Principles of project mana
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Unit 305 Principles of project mana
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Unit 306 Principles of contributing
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Outcome 4 Understand the process of
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Unit 307 Principles of working in t
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Unit 307 Principles of working in t
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from the Treasury via government de
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Unit 308 Principles of budgets in a
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3. The candidate should explain: Ti
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Unit 309 Principles of customer ser
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Negative behaviour on the part of t
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4 Complaints should be viewed in a
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4 There are various types of contra
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Unit 310 Developing and improving t
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4 A SWOT analysis considers the str
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• Customer charter - is the organ
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Unit 311 Word processing software L
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• create and amend forms, merge a
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Unit 312 Spreadsheet software Learn
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• pivot tables and charts • jud
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Unit 313 Presentation software Lear
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• interactive elements • edit p
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Unit number/title Unit number/outco
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Unit number/title Unit number/outco
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Useful contacts UK learners General
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Level 2 and 3 Diploma in Business Support (4475-12/13)

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