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Specification

Edexcel Level 2 NVQ Certificate in Team Leading (QCF)

For first registration August 2010

Edexcel NVQ qualification

Edexcel, a Pearson company, is the UK’s largest awarding organisation offering vocational and academic qualifications and testing, to employers, training providers, colleges, schools, and other places of learning in the UK, and in over 85 countries worldwide.

Our specialist suite of qualifications include NVQs, Apprenticeships, WorkSkills, Functional Skills, Foundation Learning, as well as our exclusive range of BTECs, from entry level right through to Higher National Diplomas.

References to third party material made in this specification are made in good faith. Edexcel does not endorse, approve or accept responsibility for the content of materials, which may be subject to change, or any opinions expressed therein. (Material may include textbooks, journals, magazines and other publications and websites.)

Authorised by Roger Beard Prepared by Kelly Padwick

Publications Code N025016

All the material in this publication is copyright © Edexcel Limited 2010

Contents

Qualification title covered by this specification 1

Key features of the Edexcel Level 2 NVQ Certificate in Team Leading (QCF) 3

What is the purpose of this qualification? 3

Who is this qualification for? 3

What are the potential job roles for those working towards this qualification? 3

What progression opportunities are available to learners who achieve this qualification? 4

What is the qualification structure for the Edexcel Level 2 NVQ Certificate in Team Leading (QCF)? 5

How is the qualification graded and assessed? 7 Assessment strategy 7

Types of evidence 8

What do you need to offer this qualification? 9 Centre recognition 9

Approvals agreement 9

Quality assurance 9

What resources are required to deliver this qualification? 9

Unit format 10

Units 11 Unit 1: Manage personal development 13

Unit 2: Develop working relationships with colleagues 17

Unit 3: Communicate information and knowledge 19

Unit 4: Plan, allocate and monitor work of a team 21

Unit 5: Set objectives and provide support for team members 25

Unit 6: Manage or support equality of opportunity, diversity and inclusion in own area of responsibility 29

Unit 7: Support team members in identifying, developing and implementing new ideas 31

Unit 8: Manage conflict in a team 33

Unit 9: Lead and manage meetings 37

Unit 10: Participate in meetings 39

Unit 11: Make effective decisions 41

Unit 12: Manage knowledge in own area of responsibility 45

Unit 13: Procure supplies 49

Unit 14: Manage customer service in own area of responsibility 51

Further information 54

Useful publications 54 How to obtain National Occupational Standards 54

Professional development and training 55

Annexe A: Progression pathways 57 The Edexcel qualification framework for Management and Leadership within the Business sector. 57

Annexe B: Quality assurance 59 Key principles of quality assurance 59

Quality assurance processes 59

Annexe C: Centre certification and registration 61 What are the access arrangements and special considerations for the qualification in this specification? 61

Annexe D: Assessment strategy for Management and Leadership 63

Annexe E: Additional requirement for qualifications that use the term ‘NVQ’ in a QCF qualification title 65

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QCF)

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Qua

lific

atio

n ti

tle

cove

red

by t

his

spec

ific

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n

This

spec

ific

atio

n g

ives

you t

he

info

rmation y

ou n

eed t

o o

ffer

the

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

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QCF)

:

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(QA

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Edex

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tifica

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QCF)

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bee

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within

the

Qual

ific

ations

and C

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(Q

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and is

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for

public

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DfE

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Learn

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abas

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her

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You s

hould

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the

QCF

Qualif

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ccre

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um

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(Q

AN

), w

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you w

ish t

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public

fundin

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your

learn

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Each

unit w

ithin

a q

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QC

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The

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earn

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they

are

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ruited

by

the

centr

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ith E

dex

cel.

N025016 –

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QCF)

–

Issu

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Oct

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2010 ©

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This

title

rep

lace

s th

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ual

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(QA

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N025016 – Specification – Edexcel Level 2 NVQ Certificate in Team Leading (QCF) – Issue 1 – October 2010 © Edexcel Limited 2010

3

Key features of the Edexcel Level 2 NVQ Certificate in Team Leading (QCF)

This qualification:

• is nationally recognised

• is based on the Management and Leadership National Occupational Standards (NOS). The NOS, assessment requirements/strategy and qualification structure is owned by The Management Standards Centre (MSC).

The Edexcel Level 2 NVQ Certificate in Team Leading (QCF) has been approved as a component required for the Leadership and Management Apprenticeship framework.

What is the purpose of this qualification?

This qualification is designed to recognise occupational competence in team leading. It allows learners to apply knowledge, understanding and skills to a national occupation level required by employers, thus proving competency in their job role.

Who is this qualification for?

This qualification is for all learners aged 16 and above who are capable of reaching the required standards. The Edexcel Level 2 NVQ in Team Leading (QCF) is a ‘cross-sector’ qualification. This means that this Edexcel NVQ can be taken by team leaders and managers across a wide variety of work areas in both the public and private sectors. Edexcel’s policy is that the qualification should:

• be free from any barriers that restrict access and progression

• ensure equality of opportunity for all wishing to access the qualifications.

What are the potential job roles for those working towards this qualification?

This qualification is suitable for job roles in any sector that involve team leading responsibilities.

At Level 2 learners can expect to be working as a team leader.


4

What progression opportunities are available to learners who achieve this qualification?

Learners can progress onto the Edexcel Level 3 NVQ Certificate in Management (QCF) and Edexcel BTEC Level 3 Award/Certificate in Management (QCF)

Further information is available in Annexe A.


5

What is the qualification structure for the Edexcel Level 2 NVQ Certificate in Team Leading (QCF)?

Individual units can be found in the Units section.

A minimum of 17 credits is required overall for completion of this qualification.

The mandatory units for this qualification total 10 credits. One unit must be taken from the Group 1 Optional Units (5 credits) and one unit from the Group 2 Optional Units (minimum of 2 credits) in order to achieve the qualification.

Mandatory units (credit value 10)

Unit Unit code

Title Credit Level GLH

1 A1 Manage personal development 4 2 20

2 D1 Develop working relationships with colleagues

3 2 15

3 E11 Communicate information and knowledge

3 2 10

Group One Optional units – choose one unit (credit value 5)

Unit Unit Code


4 D5 Plan, allocate and monitor work of a team

5 3 25

5 B5 Set objectives and provide support for team members

5 3 35


6

Group Two Optional units – choose one unit (credit value a minimum of 2)

Unit Unit code


6 B11 Manage or support equality of opportunity, diversity and inclusion in own area of responsibility

4 3 20

7 C1 Support team members in identifying, developing and implementing new ideas

4 3 20

8 D10 Manage conflict in a team 3 3 20

9 D11 Lead and manage meetings 4 3 20

10 D12 Participate in meetings 2 2 10

11 E10 Make effective decisions 3 3 10

12 E12 Manage knowledge in own area of responsibility

4 3 15

13 E15 Procure supplies 2 3 20

14 F17 Manage customer service in own area of responsibility

4 3 25


7

How is the qualification graded and assessed?

The overall grade for this qualification is a ‘pass’. The learner must achieve all the required units within the specified qualification structure.

To pass a unit the learner must:

• achieve all the specified learning outcomes

• satisfy all the assessment criteria by providing sufficient and valid evidence for each criterion

• show that the evidence is their own.

The qualification is designed to be assessed:

• in the workplace or

• in conditions resembling the workplace, as specified in the assessment requirements/strategy for the sector, or

• as part of a training programme.

Assessment strategy

The assessment requirements/strategy for this qualification has been included in Annexe D. It has been developed by the Management Standards Centre (MSC) in partnership with employers, training providers, awarding organisations and the regulatory authorities. The assessment strategy includes details on:

• external quality control

• assessment through performance in the workplace

• simulation of NVQ units

• occupational expertise to assess performance and moderate and verify assessments’

Evidence of competence may come from:

• current practice where evidence is generated from a current job role

• a programme of development where evidence comes from assessment opportunities built into a learning/training programme whether at or away from the workplace

• the Recognition of Prior Learning (RPL) where a learner can demonstrate that they can meet the assessment criteria within a unit through knowledge, understanding or skills they already possess without undertaking a course of learning. They must submit sufficient, reliable and valid evidence for internal and standards verification purposes. RPL is acceptable for accrediting a unit, several units or a whole qualification

• a combination of these.


8

It is important that the evidence is:

Valid relevant to the standards for which competence is claimed

Authentic produced by the learner

Current sufficiently recent to create confidence that the same skill, understanding or knowledge persist at the time of the claim

Reliable indicates that the learner can consistently perform at this level

Sufficient fully meets the requirements of the standards.

Types of evidence (to be read in conjunction with the assessment strategy in Annexe D)

To successfully achieve a unit the learner must gather evidence which shows that they have met the required standard in the assessment criteria. Evidence can take a variety of different forms including the following examples:

• direct observation of the learner’s performance by their assessor (O)

• outcomes from oral or written questioning (Q&A)

• products of the learner’s work (P)

• personal statements and/or reflective accounts (RA)

• outcomes from simulation, where permitted by the assessment strategy (S)

• professional discussion (PD)

• assignment, project/case studies (A)

• authentic statements/witness testimony (WT)

• expert witness testimony (EPW)

• evidence of Recognition of Prior Learning (RPL).

The abbreviations may be used for cross-referencing purposes.

Learners can use one piece of evidence to prove their knowledge, skills and understanding across different assessment criteria and/or across different units. It is, therefore, not necessary for learners to have each assessment criterion assessed separately. Learners should be encouraged to reference the assessment criteria to which the evidence relates.

Evidence must be made available to the assessor, internal verifier and Edexcel standards verifier. A range of recording documents is available on the Edexcel website www.edexcel.com. Alternatively, centres may develop their own.

http://www.edexcel.com/


9

What do you need to offer this qualification?

Centre recognition

Centres that have not previously offered Edexcel qualifications need to apply for and be granted centre recognition as part of the process for approval to offer individual qualifications. New centres must complete both a centre recognition approval application and a qualification approval application.

Existing centres will be given ‘automatic approval’ for a new qualification if they are already approved for a qualification that is being replaced by the new qualification and the conditions for automatic approval are met. Centres already holding Edexcel approval are able to gain qualification approval for a different level or different sector via Edexcel online.

Approvals agreement

All centres are required to enter into an approvals agreement which is a formal commitment by the head or principal of a centre to meet all the requirements of the specification and any linked codes or regulations. Edexcel will act to protect the integrity of the awarding of qualifications, if centres do not comply with the agreement. This could result in the suspension of certification or withdrawal of approval.

Quality assurance

Detailed information on Edexcel’s quality assurance processes is given in Annexe B.

What resources are required to deliver this qualification?

This qualification is designed to support learners working in the management and leadership sector. Physical resources need to support the delivery of the qualifications and the assessment of the learning outcomes and must be of industry standard. Centres must meet any specific resource requirements outlined in Annexe D: Assessment strategy. Staff assessing the learner must meet the requirements within the overarching assessment strategy for the sector.


10

Unit format

Each unit in this specification contains the following sections.

Unit title:

Unit code:

Unit reference number:

QCF level:

Credit value:

Guided learning hours:

Unit summary:

Assessment requirements/evidence requirements:

Assessment methodology:

Learning outcomes:

Assessment criteria:

Evidence type:

Portfolio reference:

Date:

The unit title is accredited on the QCF and this form of words will appear on the learner’s Notification of Performance (NOP).

This is the unit owner’s reference number for the specified unit..

This code is a unique reference number for the unit.

All units and qualifications within the QCF have a level assigned to them, which represents the level of achievement. There are nine levels of achievement, from Entry level to level 8. The level of the unit has been informed by the QCF level descriptors and, where appropriate, the NOS and/or other sector/professional.

All units have a credit value. The minimum credit value is one, and credits can only be awarded in whole numbers. Learners will be awarded credits when they achieve the unit.

A notional measure of the substance of a qualification. It includes an estimate of the time that might be allocated to direct teaching or instruction, together with other structured learning time, such as directed assignments, assessments on the job or supported individual study and practice. It excludes learner-initiated private study.

This provides a summary of the purpose of the unit.

The assessment/evidence requirements are determined by the SSC. Learners must provide evidence for each of the requirements stated in this section.

Learning outcomes state exactly what a learner should know, understand or be able to do as a result of completing a unit.

The assessment criteria of a unit specify the standard a learner is expected to meet to demonstrate that a learning outcome, or a set of learning outcomes, has been achieved.

Learners must reference the type of evidence they have and where it is available for quality assurance purposes. The learner can enter the relevant key and a reference. Alternatively, the learner and/or centre can devise their own referencing system.

This provides a summary of the assessment methodology to be used for the unit.

The learner should use this box to indicate where the evidence can be obtained eg portfolio page number.

The learner should give the date when the evidence has been provided.


11

Units


12


13

Unit 1: Manage personal development Unit code: A1

Unit reference number: F/600/9469

QCF level: 2

Credit value: 4

Guided learning hours: 20

Unit summary

This unit will ensure that learners can identify and assess progress against performance requirements in own work role.

Assessment requirements/evidence requirements

Assessment must be carried out in way that is consistent with the requirements outlined in Annexe D: Assessment Strategy.

To pass the unit, learners must meet all of the assessment criteria.

Assessment methodology

This unit is assessed using evidence from the workplace, ie observable performance, physical products of work (such as reports, plans, correspondence etc), witness testimony, discussion and questioning etc.

Simulation is not allowed.

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Lear

ning

out

com

es a

nd a

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smen

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Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to iden

tify

and

agre

e per

form

ance

re

quirem

ents

of

ow

n w

ork

ro

le.

1.1

O

utlin

e w

ork

role

per

form

ance

req

uirem

ents

with

those

they

rep

ort

to.

2

Be

able

to m

easu

re a

nd

pro

gre

ss a

gai

nst

obje

ctiv

es.

2.1

Id

entify

way

s th

at p

rogre

ss w

ill b

e m

easu

red

agai

nst

ow

n w

ork

obje

ctiv

es.

3

Be

able

to iden

tify

gaps

in

skill

s an

d k

now

ledge

in

ow

n p

erfo

rman

ce.

3.1

Exp

lain

know

ledge

and s

kills

req

uired

for

ow

n w

ork

ro

le.

3.2

Id

entify

opport

unitie

s an

d r

esourc

es a

vaila

ble

for

per

sonal

dev

elopm

ent.

3.3

Pr

oduce

a d

evel

opm

ent

pla

n t

o a

ddre

ss o

wn n

eeds

and a

gre

e w

ith lin

e m

anag

er.

4

Be

able

to c

arry

out

and

asse

ss a

ctiv

itie

s w

ithin

ow

n d

evel

opm

ent

pla

n.

4.1

Pl

an a

ctiv

itie

s in

ow

n d

evel

opm

ent

pla

n t

hat

addre

ss iden

tified

nee

ds.

4.2

Colle

ct f

eedbac

k fr

om

colle

agues

on t

he

resu

lt o

f dev

elopm

ent

activi

ties

on o

wn p

erfo

rman

ce.

4.3

Ass

ess

the

succ

ess

of

activi

ties

car

ried

out

as p

art

of ow

n d

evel

opm

ent

pla

n.

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Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


16


17

Unit 2: Develop working relationships with colleagues

Unit code: D1

Unit reference number: H/600/9660

QCF level: 2

Credit value: 3


Unit summary

This unit will help learners to establish and develop effective working relationships with colleagues.







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Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Under

stan

d t

he

ben

efits

of

work

ing w

ith c

olle

agues

. 1.1

D

escr

ibe

the

ben

efits

of pro

duct

ive

work

ing

rela

tionsh

ips.

2

Be

able

to e

stab

lish

work

ing r

elat

ionsh

ips

with

colle

agues

.

2.1

Id

entify

colle

agues

within

ow

n a

nd o

ther

org

anis

atio

ns.

2.2

Agre

e th

e ro

les

and r

esponsi

bili

ties

for

colle

agues

.

3

Be

able

to a

ct in a

pro

fess

ional

and r

espec

tful

man

ner

when

work

ing

with c

olle

agues

.

3.1

Exp

lain

how

to d

ispla

y beh

avi

our

that

show

s pro

fess

ional

ism

.

4

Be

able

to c

om

munic

ate

with c

olle

agues

. 4.1

Id

entify

, in

form

ation t

o o

ther

s cl

early

and

conci

sely

.

4.2

Exp

lain

how

to r

ecei

ve a

nd c

larify

ow

n

under

stan

din

g o

f in

form

atio

n.

5

Be

able

to iden

tify

pote

ntial

work

-rel

ated

difficu

ltie

s an

d e

xplo

re

solu

tions.

5.1

Id

entify

pote

ntial

work

-rel

ated

difficu

ltie

s and

conflic

ts o

f in

tere

st.

5.2

Exp

lain

how

to r

esolv

e id

entified

pote

ntial

difficu

ltie

s.

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


19

Unit 3: Communicate information and knowledge

Unit code: E11


QCF level: 2

Credit value: 3


Unit summary

This unit will ensure that learners are able to communicate selected information and knowledge to a target audience using appropriate communication techniques and methods.







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Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to iden

tify

the

info

rmat

ion r

equired

, an

d

its

relia

bili

ty,

for

com

munic

atio

n.

1.1

Exp

lain

the

info

rmation a

nd k

now

ledge

that

nee

ds

com

munic

atin

g.

1.2

Id

entify

the

targ

et a

udie

nce

req

uirin

g t

he

info

rmat

ion a

nd k

now

ledge.

2

Be

able

to u

nder

stan

d

com

munic

atio

n t

echniq

ues

an

d m

ethods.

2.1

Id

entify

what

tec

hniq

ues

and m

ethods

can b

e use

d

to c

om

munic

ate

info

rmat

ion a

nd k

now

ledge.

2.2

Exp

lain

how

to s

elec

t th

e m

ost

appro

priat

e te

chniq

ue

and m

ethod.

3

Be

able

to c

om

munic

ate

info

rmat

ion a

nd

know

ledge

usi

ng

appro

priat

e te

chniq

ues

an

d m

ethods.

3.1

Com

munic

ate

to t

arg

et a

udie

nce

usi

ng t

he

appro

priat

e te

chniq

ues

and m

ethods.

3.2

Exp

lain

how

the

targ

et a

udie

nce

has

rec

eive

d a

nd

under

stood t

he

info

rmat

ion c

om

munic

ated

.

4

Be

able

to a

dap

t co

mm

unic

atio

n t

echniq

ues

an

d m

ethods

acc

ord

ing t

o

targ

et a

udie

nce

res

ponse

.

4.1

Exp

lain

how

to m

odify

com

munic

atio

n t

echniq

ues

an

d m

ethods

in r

esponse

to v

erbal

and n

on-v

erbal

fe

edback

.

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


21

Unit 4: Plan, allocate and monitor work of a team

Unit code: D5

Unit reference number: Y/600/9669

QCF level: 3

Credit value: 5


Unit summary

This unit helps learners to plan and allocate the work for a team, and support, monitor and improve team performance.







N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

22

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to p

lan w

ork

for

a te

am.

1.1

Agre

e te

am

obje

ctiv

es w

ith o

wn m

anag

er.

1.2

D

evel

op a

pla

n f

or

a te

am t

o m

eet

agre

ed

obje

ctiv

es,

taki

ng into

acc

ount

capac

ity

and

capab

ilities

of th

e te

am

.

2

Be

able

to a

lloca

te w

ork

ac

ross

a t

eam

. 2.1

D

iscu

ss t

eam

pla

ns

with a

tea

m.

2.2

Agre

e w

ork

allo

cation a

nd S

MART (

Spec

ific

, M

easu

rable

, Ach

ieva

ble

, Rea

listic

and T

ime-

bound)

obje

ctiv

es w

ith t

eam

mem

ber

s.

2.3

Agre

e st

andar

d o

f w

ork

req

uired

by

team

.

3

Be

able

to m

anag

e te

am

mem

ber

s to

ach

ieve

tea

m

obje

ctiv

es.

3.1

Support

all

team

mem

ber

s in

ord

er t

o a

chie

ve t

eam

obje

ctiv

es.

4

Be

able

to m

onitor

and

eval

uat

e th

e per

form

ance

of te

am m

ember

s.

4.1

Ass

ess

team

mem

ber

s’ w

ork

agai

nst

agre

ed

stan

dar

ds

and o

bje

ctiv

es.

4.2

Id

entify

and m

onitor

conflic

t w

ithin

a t

eam

.

4.3

Id

entify

cause

s fo

r te

am m

ember

s not

mee

ting

team

obje

ctiv

es.

N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

23

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

5

Be

able

to im

pro

ve t

he

per

form

ance

of a t

eam

. 5.1

Id

entify

way

s of im

pro

ving t

eam

per

form

ance

.

5.2

Pr

ovi

de

const

ruct

ive

feed

back

to t

eam

mem

ber

s to

im

pro

ve t

hei

r per

form

ance

.

5.3

Im

ple

men

t id

entified

way

s of im

pro

ving t

eam

per

form

ance

.

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


24


25

Unit 5: Set objectives and provide support for team members

Unit code: B5

Unit reference number: M/600/9600

QCF level: 3

Credit value: 5


Unit summary

This unit helps learners to set and support individuals and teams to achieve objectives.







N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

26

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to c

om

munic

ate

a te

am’s

purp

ose

and

obje

ctiv

es t

o t

he

team

m

ember

s.

1.1

D

escr

ibe

the

purp

ose

of a

team

.

1.2

Set

tea

m o

bje

ctiv

es w

ith its

mem

ber

s w

hic

h a

re

SM

ART (

Spec

ific

, M

easu

rable

, Ach

ieva

ble

, Rea

listic

and T

ime-

bound).

1.3

Com

munic

ate

the

team

’s p

urp

ose

and o

bje

ctiv

es t

o

its

mem

ber

s

2

Be

able

to d

evel

op a

pla

n

with t

eam

mem

ber

s sh

ow

ing h

ow

tea

m

obje

ctiv

es w

ill b

e m

et.

2.1

D

iscu

ss w

ith t

eam

mem

ber

s how

tea

m o

bje

ctiv

es

will

be

met

.

2.2

Ensu

re t

eam

mem

ber

s to

par

tici

pat

e in

the

pla

nnin

g p

roce

ss a

nd t

hin

k cr

eative

ly.

2.3

D

evel

op p

lans

to m

eet

team

obje

ctiv

es.

2.4

Set

SM

ART p

erso

nal

work

obje

ctiv

es w

ith t

eam

m

ember

s.

N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

27

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

3

Be

able

to s

upport

tea

m

mem

ber

s id

entify

ing

opport

unitie

s an

d

pro

vidin

g s

upport

.

3.1

Id

entify

opport

unitie

s an

d d

ifficu

ltie

s fa

ced b

y te

am

m

ember

s.

3.2

D

iscu

ss iden

tified

opport

unitie

s an

d d

ifficu

ltie

s w

ith

team

mem

ber

s.

3.3

Pr

ovi

de

advi

ce a

nd s

upport

to t

eam

mem

ber

s to

ove

rcom

e id

entified

difficu

ltie

s and c

halle

nges

.

3.4

Pr

ovi

de

advi

ce a

nd s

upport

to t

eam

mem

ber

s to

m

ake

the

most

of id

entified

opport

unitie

s.

4

Be

able

to m

onitor

and

eval

uat

e pro

gre

ss a

nd

reco

gnis

e in

div

idual

and

team

ach

ieve

men

t.

4.1

M

onitor

and e

valu

ate

indiv

idual an

d t

eam

act

ivitie

s an

d p

rogre

ss.

4.2

Pr

ovi

de

reco

gnitio

n w

hen

indiv

idual

and t

eam

obje

ctiv

es h

ave

bee

n a

chie

ved.

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


28


29

Unit 6: Manage or support equality of opportunity, diversity and inclusion in own area of responsibility

Unit code: B11

Unit reference number: M/600/9628

QCF level: 3

Credit value: 4


Unit summary

This unit helps learners understand how to manage equality, diversity and inclusion in own area of responsibility.







N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

30

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Under

stan

d o

wn

resp

onsi

bili

ties

under

eq

ual

ity

legis

lation,

rele

vant

codes

of pra

ctic

e an

d o

wn o

rgan

isational

polic

ies.

1.1

Exp

lain

how

equal

ity

of opport

unity,

div

ersi

ty a

nd

incl

usi

on r

elat

e to

leg

al,

indust

ry r

equir

emen

ts a

nd

org

anis

atio

nal

polic

ies.

1.2

D

escr

ibe

how

equalit

y of opport

unity,

div

ersi

ty a

nd

incl

usi

on a

re c

onsi

der

ed in p

lannin

g in o

wn a

rea o

f re

sponsi

bili

ty.

2

Be

able

to c

om

munic

ate

an o

rgan

isat

ion’s

wri

tten

eq

ual

ity,

div

ersi

ty a

nd

incl

usi

on p

olic

y an

d

pro

cedure

s in

ow

n a

rea

of

resp

onsi

bili

ty.

2.1

O

utlin

e an

org

anis

atio

n’s

equal

ity,

div

ersi

ty a

nd

incl

usi

on p

olic

y an

d p

roce

dure

s.

3

Be

able

to m

onitor

equal

ity,

div

ersi

ty a

nd

incl

usi

on w

ithin

ow

n a

rea

of re

sponsi

bili

ty.

3.1

M

onitor

how

equal

ity,

div

ersi

ty a

nd incl

usi

on

activi

ties

in o

wn a

rea

of re

sponsi

bili

ty a

re in lin

e w

ith o

wn o

rgan

isation.

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


31

Unit 7: Support team members in identifying, developing and implementing new ideas

Unit code: C1

Unit reference number: L/600/9636

QCF level: 3

Credit value: 4


Unit summary

This unit helps learners to support team members in identifying, developing and implementing new ideas. It also helps learners to provide recognition for innovation.







N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

32

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to d

evel

op t

eam

id

eas

and d

evel

op t

he

crea

tivi

ty o

f te

am

mem

ber

s

1.1

Enco

ura

ge

team

mem

ber

s to

iden

tify

idea

s.

1.2

Rec

ord

tea

m m

ember

s’ idea

s.

2

Be

able

to a

sses

s th

e vi

abili

ty o

f te

am m

ember

s’

idea

s.

2.1

Ass

ess

with t

eam

mem

ber

s th

e pote

ntial

ben

efits

and r

isks

ass

oci

ated

with a

n idea

, an

d t

he

reso

urc

es r

equired

.

3

Be

able

to s

upport

tea

m

mem

ber

s to

im

ple

men

t id

eas.

3.1

Exp

lain

how

to s

upport

tea

m m

ember

s in

su

bm

itting form

al p

roposa

ls for

appro

val.

3.2

Exp

lain

to t

eam

mem

ber

s how

to iden

tify

and

ove

rcom

e bar

rier

s to

im

ple

men

ting a

n idea

.

4

Be

able

to im

ple

men

t te

am idea

s.

4.1

M

onitor

the

imple

men

tation o

f id

eas

by

ow

n t

eam

.

4.2

Com

munic

ate

the

pro

gre

ss o

f im

ple

men

tation t

o

rele

vant

oth

ers

ow

n o

rgan

isat

ion.

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


33

Unit 8: Manage conflict in a team Unit code: D10

Unit reference number: R/600/9685

QCF level: 3

Credit value: 3


Unit summary

This unit will ensure that learners understand how to identify potential and actual conflicts within a team and take action to resolve them.







N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

34

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to s

upport

tea

m

mem

ber

s’ u

nder

stan

din

g

of th

eir

role

and p

osi

tion

within

a t

eam

.

1.1

Com

munic

ate

to t

eam

mem

ber

s th

e st

andar

ds

of

work

and b

ehav

iour

expec

ted o

f th

em.

1.2

Exp

lain

how

tea

m m

ember

s ca

n w

ork

toget

her

and

support

each

oth

er.

2

Be

able

to t

ake

mea

sure

s to

min

imis

e co

nflic

t w

ithin

a

team

.

2.1

Id

entify

iss

ues

with o

rgan

isational

str

uct

ure

s,

syst

ems

or

pro

cedure

s th

at

are

likel

y to

giv

e ri

se t

o

conflic

t.

2.2

Id

entify

pote

ntial

conflic

t bet

wee

n t

eam

mem

ber

s.

2.3

Exp

lain

act

ion r

equired

to a

void

pote

ntial

conflic

t an

d a

gre

e st

rate

gie

s fo

r co

nflic

t re

solu

tion.

3

Be

able

to u

nder

stan

d h

ow

to

enco

ura

ge

team

m

ember

s to

res

olv

e th

eir

ow

n c

onflic

ts.

3.1

Exp

lain

how

tea

m m

ember

s ca

n b

e en

coura

ged

to

iden

tify

and r

esolv

e th

eir

ow

n p

roble

ms

and

conflic

ts.

3.2

Exp

lain

how

res

pec

t ca

n b

e dev

eloped

and

mai

nta

ined

bet

wee

n t

eam

mem

ber

s.

4

Be

able

to u

nder

stan

d

legal

and o

rgan

isational

re

quirem

ents

conce

rnin

g

conflic

t.

4.1

Exp

lain

leg

al and o

rganis

atio

nal re

quirem

ents

co

nce

rnin

g c

onflic

t in

ow

n t

eam

.

4.2

Exp

lain

how

to m

ainta

in c

om

ple

te,

accu

rate

and

confiden

tial re

cord

s of co

nflic

ts a

nd t

hei

r outc

om

es.

N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

35

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


36


37

Unit 9: Lead and manage meetings Unit code: D11

Unit reference number: Y/600/9686

QCF level: 3

Credit value: 4


Unit summary

This unit will ensure that learners are able to prepare for, lead and follow up issues identified in meetings.







N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

38

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to p

repar

e to

lea

d

a m

eeting.

1.1

Pe

rform

act

ivitie

s nee

ded

to b

e ca

rrie

d o

ut

in

pre

par

ation for

leadin

g a

mee

ting.

1.2

Pr

oduce

docu

men

tation in s

upport

of act

ivitie

s.

2

Be

able

to m

anag

e m

eeting p

roce

dure

s.

2.1

Id

entify

any

form

al pro

cedure

s th

at a

pply

in o

wn

org

anis

atio

n.

3

Be

able

to c

hai

r a

mee

ting.

3.1

M

anag

e th

e ag

enda

in c

o-o

per

ation w

ith

par

tici

pan

ts t

o e

nsu

re m

eeting o

bje

ctiv

es a

re m

et.

3.2

Pr

oduce

min

ute

s of th

e m

eeting a

nd a

lloca

te a

ctio

n

poin

ts a

fter

dis

cuss

ions.

4

Be

able

to u

nder

take

post

-m

eeting t

ask

s.

4.1

Exp

lain

that

the

min

ute

s of th

e m

eeting p

rovi

de

an

accu

rate

rec

ord

of pro

ceed

ings.

4.2

Com

munic

ate

and follo

w u

p m

eeting o

utc

om

es t

o

rele

vant

indiv

idual

s.

4.3

Eva

luat

e w

het

her

the

mee

ting’s

obje

ctiv

es w

ere

met

and iden

tify

pote

ntial

im

pro

vem

ents

.

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


39

Unit 10: Participate in meetings Unit code: D12


QCF level: 2

Credit value: 2


Unit summary

This unit will ensure that learners are able to prepare for, take part in and communicate information arising from meetings.







N025016 –

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ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

40

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to p

repar

e fo

r a

mee

ting.

1.1

Exp

lain

mee

ting o

bje

ctiv

es p

rior

to t

he

mee

ting.

1.2

Id

entify

ow

n r

ole

and p

repar

e as

nec

essa

ry.

2

Be

able

to p

artici

pat

e in

a

mee

ting.

2.1

Contr

ibute

to m

eeting d

iscu

ssio

ns

usi

ng e

viden

ce t

o

support

ow

n o

pin

ions.

2.2

Ack

now

ledge

oth

er v

iew

poin

ts p

rese

nte

d a

t a

mee

ting.

2.3

See

k cl

arific

atio

n o

r co

nfirm

atio

n o

f ow

n

under

stan

din

g o

f outc

om

es.

3

Be

able

to c

om

munic

ate

info

rmat

ion t

o r

elev

ant

stak

ehold

ers.

3.1

Com

munic

ate

info

rmat

ion f

rom

the

mee

ting t

o

those

who h

ave

an inte

rest

, in

lin

e w

ith a

ny

org

anis

atio

nal

pro

toco

l.

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


41

Unit 11: Make effective decisions Unit code: E10

Unit reference number: F/600/9715

QCF level: 3

Credit value: 3


Unit summary

This unit will ensure that learners understand the process of decision making, and can identify and analyse information to enable them to come to a final decision.







N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

42

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to iden

tify

ci

rcum

stan

ces

that

req

uire

a dec

isio

n t

o b

e m

ade.

1.1

Exp

lain

the

circ

um

stan

ces

requirin

g a

dec

isio

n t

o b

e m

ade.

1.2

Sta

te t

he

des

ired

obje

ctiv

e(s)

for

maki

ng a

dec

isio

n.

1.3

Est

ablis

h c

rite

ria

on w

hic

h t

o b

ase

the

dec

isio

n,

in

line

with o

wn o

rgan

isat

ion.

2

Be

able

to c

olle

ct

info

rmat

ion t

o info

rm

dec

isio

n m

akin

g.

2.1

Id

entify

info

rmat

ion n

eeded

to info

rm t

he

dec

isio

n-

mak

ing p

roce

ss.

2.2

Com

munic

ate

with s

take

hold

ers

affe

cted

by

the

dec

isio

n.

2.3

Exp

lain

how

to info

rm s

take

hold

ers

about

the

dec

isio

n-m

akin

g p

roce

ss.

3

Be

able

to a

nal

yse

info

rmat

ion t

o info

rm

dec

isio

n m

akin

g.

3.1

Id

entify

info

rmat

ion f

or

valid

ity

and r

elev

ance

to

the

dec

isio

n-m

akin

g p

roce

ss.

3.2

Anal

yse

info

rmat

ion a

nd a

gai

nst

est

ablis

hed

cr

iter

ia.

N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

43

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

4

Be

able

to m

ake

a dec

isio

n.

4.1

Apply

dec

isio

n-m

akin

g t

echniq

ue(

s) t

o d

eter

min

e a

dec

isio

n.

4.2

Exp

lain

the

dec

isio

n m

ade

in lin

e w

ith d

esired

obje

ctiv

es.

4.3

Com

munic

ate

the

dec

isio

n t

aken

to r

elev

ant

stak

ehold

ers.

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


44


45

Unit 12: Manage knowledge in own area of responsibility

Unit code: E12

Unit reference number: T/600/9730

QCF level: 3

Credit value: 4


Unit summary

This unit will ensure that learners are able to understand how knowledge is managed, using agreed procedures and processes in own organisation.







N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

46

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to u

nder

stan

d

exis

ting k

now

ledge

man

agem

ent

in o

wn a

rea

of re

sponsi

bili

ty.

1.1

D

escr

ibe

how

know

ledge

is g

ained

and a

pplie

d in

ow

n a

rea o

f re

sponsi

bili

ty.

1.2

Exp

lain

how

know

ledge

is s

har

ed in o

wn a

rea

of

resp

onsi

bili

ty.

1.3

O

utlin

e how

inte

llect

ual

pro

per

ty is

pro

tect

ed in

ow

n a

rea o

f re

sponsi

bili

ty.

2

Be

able

to d

evel

op

know

ledge

2.1

Id

entify

est

ablis

hed

pro

cess

es a

nd p

roce

dure

s w

hic

h c

an d

evel

op k

now

ledge.

2.2

Exp

lain

how

to s

upport

indiv

idual

s to

ensu

re

know

ledge

dev

elopm

ent

pro

cess

es a

re follo

wed

.

3

Be

able

to s

hare

kn

ow

ledge.

3.1

Com

munic

ate

esta

blis

hed

pro

cess

es a

nd

pro

cedure

s w

hic

h s

hare

know

ledge

acro

ss o

wn a

rea

of re

sponsi

bili

ty.

3.2

Exp

lain

how

to s

upport

indiv

idual

s to

ensu

re

know

ledge-

shar

ing p

roce

sses

are

follo

wed

.

4

Be

able

to m

onitor

and

eval

uat

e kn

ow

ledge

man

agem

ent

in o

wn a

rea

of re

sponsi

bili

ty.

4.1

Ass

ess

the

know

ledge

dev

elopm

ent

pro

cess

in o

wn

area

of

resp

onsi

bili

ty.

4.2

Im

ple

men

t an

y ch

anges

to im

pro

ve k

now

ledge

man

agem

ent.

4.3

M

onitor

chan

ge

and d

evel

opm

ent

in t

he

know

ledge

dev

elopm

ent

pro

cess

.

N025016 –

Spec

ific

atio

n –

Edex

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vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

47

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


48


49

Unit 13: Procure supplies Unit code: E15

Unit reference number: L/600/9734

QCF level: 3

Credit value: 2


Unit summary

This unit will ensure that learners are able to identify required supplies, procure supplies and monitor their delivery.







N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

50

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to iden

tify

re

quirem

ents

for

supplie

s.

1.1

Sel

ect

colle

agues

to a

gre

e re

quirem

ents

for

supplie

s.

1.2

Pr

oduce

a s

pec

ific

atio

n for

supply

req

uirem

ents

.

2

Be

able

to e

valu

ate

supplie

rs t

hat

mee

t id

entified

req

uirem

ents

.

2.1

Id

entify

supplie

rs t

hat

mee

t re

sourc

e,

org

anis

atio

nal

and leg

al r

equirem

ents

.

2.2

Eva

luat

e su

pplie

rs a

gai

nst

req

uirem

ents

.

3

Be

able

to s

elec

t su

pplie

rs

and o

bta

in s

upplie

s.

3.1

Sel

ect

supplie

r(s)

that

bes

t m

eet

requirem

ents

.

3.2

Exp

lain

how

to a

gre

e w

ith t

he

contr

actu

al t

erm

s w

ith s

elec

ted s

upplie

r(s)

.

4

Be

able

to m

onitor

supplie

r per

form

ance

. 4.1

Id

entify

how

to m

onitor

supplie

r per

form

ance

and

del

iver

y ag

ainst

agre

ed c

ontr

act

ual

ter

ms.

4.2

Exp

lain

the

pro

cedure

for

dea

ling w

ith b

reac

hes

of

contr

act

.

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


51

Unit 14: Manage customer service in own area of responsibility

Unit code: F17

Unit reference number: D/600/9804

QCF level: 3

Credit value: 4


Unit summary

This unit will ensure that learners are able to explain customer service standards to support staff and monitor customer service performance in own area of responsibility.







N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

52

Lear

ning

out

com

es a

nd a

sses

smen

t cr

iter

ia

Learn

ing

ou

tco

mes

Ass

ess

men

t cr

iteri

a

Evid

en

ce

typ

e

Po

rtfo

lio

re

fere

nce

D

ate

1

Be

able

to e

stab

lish a

nd

com

munic

ate

mea

sura

ble

cu

stom

er s

ervi

ce

stan

dar

ds

for

ow

n a

rea

of

resp

onsi

bili

ty.

1.1

Sta

te o

rganis

atio

nal

, le

gal

and r

egula

tory

re

quirem

ents

for

cust

om

er s

ervi

ce s

tandar

ds.

1.2

Exp

lain

exp

ecte

d s

tandar

ds

for

cust

om

er s

ervi

ce

per

form

ance

to e

mplo

yees

in o

wn a

rea o

f re

sponsi

bili

ty.

1.3

D

escr

ibe

mea

sure

men

t cr

iter

ia t

o m

onitor

cust

om

er

serv

ice

per

form

ance

.

2

Be

able

to s

upport

sta

ff in

mee

ting c

ust

om

er s

ervi

ce

stan

dar

ds.

2.1

Id

entify

sta

ff a

nd o

ther

res

ourc

es t

o m

eet

cust

om

er

serv

ice

standar

ds.

2.2

Com

munic

ate

role

s and r

esponsi

bili

ties

to

emplo

yees

and p

rovi

de

support

.

2.3

D

escr

ibe

how

to r

esolv

e cu

stom

er s

ervi

ce q

uer

ies

within

ow

n o

rgan

isat

ion’s

polic

y.

3

Be

able

to m

onitor

and

eval

uat

e cu

stom

er s

ervi

ce

per

form

ance

, sy

stem

s an

d

pro

cess

es.

3.1

M

onitor

cust

om

er s

ervi

ce p

erfo

rman

ce a

gain

st

esta

blis

hed

cri

teri

a.

3.2

Anal

yse

feed

bac

k fr

om

sta

ff a

nd c

ust

om

ers

on t

he

qual

ity

of

cust

om

er s

ervi

ce.

3.3

Eva

luat

e cu

stom

er f

eedbac

k an

d iden

tify

are

as for

impro

vem

ent.

3.4

Rec

om

men

d c

han

ges

to c

ust

om

er s

ervi

ce p

roce

sses

or

stan

dar

ds

bas

ed o

n p

erfo

rman

ce e

valu

atio

n.

N025016 –

Spec

ific

atio

n –

Edex

cel Le

vel 2 N

VQ

Cer

tifica

te in T

eam

Lea

din

g (

QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

53

Lear

ner

nam

e:__________________________________________

D

ate:

___________________________

Lear

ner

sig

nat

ure

:_______________________________________

D

ate:

___________________________

Ass

esso

r si

gnat

ure

:______________________________________

D

ate:

___________________________

Inte

rnal

ver

ifie

r si

gnatu

re:

________________________________

(i

f sa

mple

d)

Dat

e:___________________________


54

Further information

Our customer service numbers are:

BTEC and NVQ 0844 576 0026

GCSE 0844 576 0027

GCE 0844 576 0025

The Diploma 0844 576 0028

DiDA and other qualifications 0844 576 0031

Calls may be recorded for training purposes.

Useful publications

Related information and publications include:

• Centre Handbook for Edexcel QCF NVQs and Competence-based Qualifications published annually

• functional skills publications – specifications, tutor support materials and question papers

• Regulatory Arrangements for the Qualification and Credit Framework (published by Ofqual, August 2008)

• the current Edexcel publications catalogue and update catalogue.

Edexcel publications concerning the Quality Assurance System and the internal and standards verification of vocationally related programmes can be found on the Edexcel website.

NB: Some of our publications are priced. There is also a charge for postage and packing. Please check the cost when you order.

How to obtain National Occupational Standards

Information on the Management Standards NOS can now be obtained from the pan-sector SSC:

The Council for Administration (CfA) 6 Graphite Square Vauxhall Walk London SE11 5EE

Telephone: 020 7091 9620 Website: www.cfa.uk.com


55

Professional development and training

Edexcel supports UK and international customers with training related to NVQ and BTEC qualifications. This support is available through a choice of training options offered in our published training directory or through customised training at your centre.

The support we offer focuses on a range of issues including:

• planning for the delivery of a new programme

• planning for assessment and grading

• developing effective assignments

• building your team and teamwork skills

• developing student-centred learning and teaching approaches

• building functional skills into your programme

• building effective and efficient quality assurance systems.

The national programme of training we offer can be viewed on our website (www.edexcel.com/training). You can request customised training through the website or by contacting one of our advisers in the Training from Edexcel team via Customer Services to discuss your training needs.

The training we provide:

• is active

• is designed to be supportive and thought provoking

• builds on best practice

• may be suitable for those seeking evidence for their continuing professional development.


56

N025016 –

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ific

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QCF)

–

Issu

e 1 –

Oct

ober

2010 ©

Edex

cel Li

mited

2010

57

Ann

exe

A:

Prog

ress

ion

path

way

s

The

Edex

cel q

ualif

icat

ion

fram

ewor

k fo

r M

anag

emen

t an

d Le

ader

ship

wit

hin

the

Busi

ness

sec

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Spec

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Edex

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58

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59

Annexe B: Quality assurance

Key principles of quality assurance

• A centre delivering Edexcel qualifications must be an Edexcel recognised centre and must have approval for qualifications that it is offering.

• The centre agrees as part of gaining recognition to abide by specific terms and conditions around the effective delivery and quality assurance of assessment; the centre must abide by these conditions throughout the period of delivery.

• Edexcel makes available to approved centres a range of materials and opportunities to exemplify the processes required for effective assessment and provide examples of effective standards. Approved centres must use the guidance on assessment to ensure that staff who are delivering Edexcel qualifications are applying consistent standards.

• An approved centre must follow agreed protocols for: standardisation of assessors; planning, monitoring and recording of assessment processes; internal verification and recording of internal verification processes; and for dealing with special circumstances, appeals and malpractice.

Quality assurance processes

The approach to quality assured assessment is made through a partnership between a recognised centre and Edexcel. Edexcel is committed to ensuring that it follows best practice and employs appropriate technology to support quality assurance process where practicable. Therefore, the specific arrangements for working with centres will vary. Edexcel seeks to ensure that the quality assurance processes that it uses do not place undue bureaucratic processes on centres and works to support centres in providing robust quality assurance processes.

The learning outcomes and assessment criteria in each unit within this specification set out the standard to be achieved by each learner in order to gain each qualification. Edexcel operates a quality assurance process, which is designed to ensure that these standards are maintained by all assessors and verifiers.

For the purposes of quality assurance all individual qualifications and units are considered as a whole. Centres offering these qualifications must be committed to ensuring the quality of the units and qualifications they offer, through effective standardisation of assessors and internal verification of assessor decisions. Centre quality assurance and assessment processes are monitored by Edexcel.


60

The Edexcel quality assurance processes will involve:

• gaining centre recognition and qualification approval if a centre is not currently approved to offer Edexcel qualifications

• annual visits to centres by Edexcel for quality review and development of overarching processes and quality standards. Quality review and development visits will be conducted by an Edexcel quality development reviewer

• annual visits by occupationally competent and qualified Edexcel Standards Verifiers for sampling of internal verification and assessor decisions for the occupational sector

• the provision of support, advice and guidance towards the achievement of National Occupational Standards.

Centres are required to declare their commitment to ensuring quality and appropriate opportunities for learners that lead to valid and accurate assessment outcomes. In addition, centres will commit to undertaking defined training and online standardisation activities.


61

Annexe C: Centre certification and registration

Edexcel Standards Verifiers will provide support, advice and guidance to centres to achieve Direct Claims Status (DCS). Edexcel will maintain the integrity of Edexcel QCF NVQs through ensuring that the awarding of these qualifications is secure. Where there are quality issues identified in the delivery of programmes, Edexcel will exercise the right to:

• direct centres to take actions

• limit or suspend certification

• suspend registration.

The approach of Edexcel in such circumstances is to work with the centre to overcome the problems identified. If additional training is required, Edexcel will aim to secure the appropriate expertise to provide this.

What are the access arrangements and special considerations for the qualification in this specification?

Centres are required to recruit learners to Edexcel qualifications with integrity.

Appropriate steps should be taken to assess each applicant’s potential and a professional judgement made about their ability to successfully complete the programme of study and achieve the qualification. This assessment will need to take account of the support available to the learner within the centre during their programme of study and any specific support that might be necessary to allow the learner to access the assessment for the qualification. Centres should consult Edexcel’s policy on learners with particular requirements.

Edexcel’s policy on access arrangements and special considerations for Edexcel qualifications aims to enhance access to the qualifications for learners with disabilities and other difficulties (as defined by the 1995 Disability Discrimination Act and the amendments to the Act) without compromising the assessment of skills, knowledge, understanding or competence. Please refer to Access Arrangements and Special Considerations for BTEC and Edexcel NVQ Qualifications for further details, www.edexcel.com.


62


63

Annexe D: Assessment strategy for Management and Leadership

Management Standards Centre – MSC

Assessment Strategy for Management and Leadership

Scottish Vocational Qualifications (SVQs) and National Vocational Qualifications (QCF) and Units

The Management Standards Centre (MSC) is the Government recognised standards setting body for management and leadership. This document sets out the overarching assessment strategy for National Vocational Qualifications QCF and related Units and Scottish Vocational Qualifications (SVQs) in management and leadership based on the National Occupational Standards (NOS) for management and leadership.

1 Achieving External Quality Control of Assessment

The following measures are proposed in terms of achieving external quality control of assessment:

• Application of risk management. The MSC will expect awarding bodies to apply such risk management systems to the awarding of NVQs and SVQs in management and leadership and deploy resources accordingly to tackle identified risks.

• The existing Management and Leadership Qualifications Forum (M&LQF) will take on a more active role in relation to the ongoing assessment and quality assurance of NVQs and SVQs in management and leadership

• MSC encourages Standardisation activities/exercises across centres (assessors and internal verifiers) and external verifiers where appropriate.

2 Assessment through Performance in the Workplace

The NVQs and SVQs in management and leadership are to be assessed using evidence from the workplace ie observable performance, physical products of work (such as reports, plans, correspondence etc), witness testimony, discussion and questioning etc.

3 Assessment by Simulation


4 Requirements for Assessors and Verifiers

Assessors and Verifiers must demonstrate that they:

• have credible expertise in management and leadership relevant to the level(s)/units they are assessing or verifying.

• keep themselves up-to-date with developments in management and leadership practice;

• have a thorough understanding of the NOS for management and leadership at the unit(s)/level(s) they are assessing or verifying.


64

In addition Assessors and Verifiers must have:

• An accredited assessor and/or verifier qualification, or

• A related qualification in assessment and/or verification that has been mapped to the national Occupational Standards for assessment and/or verifications, or

• Evidence of undertaking an employer assessment programme that has been mapped to the national Occupational Standards for assessment and/or verifications. MSC will work with Awarding Bodies through the Awarding Body forum to ensure that there is effective development and management through the QCF process.


65

Annexe E: Additional requirement for qualifications that use the term ‘NVQ’ in a QCF qualification title

Please go to www.ofqual.gov.uk to access the document ‘Operating rules for using the term ‘NVQ’ in a QCF qualification title’.

4099seb081010S:\LT\PD\NVQ COMPETENCE\N025016 L2 NVQ IN TEAM LEADING.DOC.1-70/0

http://archive.ofqual.gov.uk/files/2008-08-28-operating-rules-for-using-nvq-in-qcf-qualification-title.pdf

http://archive.ofqual.gov.uk/files/2008-08-28-operating-rules-for-using-nvq-in-qcf-qualification-title.pdf

Publications Code N025016 October 2010 For more information on Edexcel and BTEC qualifications please visit our website: www.edexcel.com Edexcel Limited. Registered in England and Wales No. 4496750 Registered Office: One90 High Holborn, London WC1V 7BH. VAT Reg No 780 0898 07

http://www.edexcel.com/

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