This full lesson covers C2 Media and Materials for BTEC Level 3 eSports Unit 3: Producing an eSports Brand, including; o digital: images, colours, typography, video, graphics, sound o physical: card, plastic, fabric, paper, metal, ready-made objects

This full lesson covers BTEC Level 3 eSports Unit 4: Health Wellbeing and Fitness for eSport Players B1 Types of Physical Fitness for an eSports Player, including; Aerobic endurance: the ability of the cardiorespiratory system to work efficiently, supplying nutrients and oxygen to working muscles during sustained physical activity. • Muscular endurance: the ability of the muscular system to work efficiently, where a muscle can continue contracting over a period of time against a light to moderate fixed resistance load. • Flexibility: having an adequate range of motion in all joints of the body; the ability to move a joint fluidly through its complete range of movement. • Muscular strength: the maximum force that can be generated by a muscle or muscle group. • Agility: the ability to quickly and precisely move or change direction without losing balance or time. • Balance: the ability to maintain centre of mass over a base of support. • Coordination: the smooth flow of movement needed to perform a motor task efficiently and accurately. • Reaction time: the time taken to respond to a stimulus and initiate a response. Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers BTEC Level 3 eSports Unit 4: Health Wellbeing and Fitness for eSport Players A4 Categories of eSport Players, including; Young people. • People aged over fifty. • People with a medical condition. • People at risk of social isolation. • People with a disability. • People from different ethnic/cultural backgrounds. Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers BTEC Level 3 eSports Unit 4: Health Wellbeing and Fitness for eSport Players B2 Benefits of Physical Fitness to Support the Performance of an esports Player, including; Improved back strength to be able to maintain a sitting position for extended periods of time. • Increased energy levels from high levels of aerobic and muscular endurance. • Improved stamina and resilience and improved ability to focus during a tournament or for an extended period of time. • Ability to cope with high heart rates in gaming situations. • Reduced risk of overuse injuries from esports gaming, e.g. repetitive strain injury (RSI). • Maintaining good fitness for an esports player. • Increased ability to cope with stress. • Decreased anxiety from the release of endorphins. • Decreased risk of depression from release of serotonin from participation in exercise. • Reduced levels of cortisol produced during gaming situations. • Reduced likelihood of burnout. • Improved cognitive function. • Increased blood flow to improve brain function. • Faster reaction times. • Increased hand-eye co-ordination ability. • Reduced likelihood of mental fatigue during game play and over time Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers BTEC Level 3 eSports Unit 4: Health Wellbeing and Fitness for eSport Players B3 Signs and Symptoms of Poor Physical Fitness and Wellbeing, including; Physical signs and symptoms: o reduced sleep or negative sleep patterns o poor hygiene o poor diet, including negative calorie intake or poor food choices o decreased personal interests. • Psychological signs and symptoms: o reduced motivation o decreased self-confidence and self-esteem o difficulties in personal relationships o increased emotional stress o increased irritability and lack of patience

This full lesson covers BTEC Level 3 eSports Unit 4: Health Wellbeing and Fitness for eSport Players C2 Measuring Wellbeing, including; • Warwick-Edinburgh Mental Wellbeing Scale (WEMWBS). • One-to-one discussions with: o health professionals: – doctors – psychologists – counsellors o significant others: – family – partners – tutors – coaches. • Lifestyle indicators: o consistency of emotions o emotional resilience o desire to succeed o open communication o social interactivity o health status o ability to cope with change o self-care o workplace health.

This full lesson covers BTEC Level 3 eSports Unit 4: Health Wellbeing and Fitness for eSport Players C3 Validity and Reliability, including; • Validity and reliability, including: o sample size o number and suitability of references to publications o use of peer review o use and misuse of practice/data: extracting or misquoting data o authenticity: date of publication, author/source of information/article(s). • Validity of conclusions identified and relevance to the purpose of the assessment. • Evidence to support conclusions/claims made.

This full lesson covers BTEC Level 3 Business Unit 14: Investigating Customer Service A4 Customer Legislation and Regulation, including; Industry and sector-specific codes of practice, ethical issues and standards. • Implications for the business of not meeting all legal and regulatory requirements, including consumer protection, distance selling, sale of goods, health and safety, data protection, equal opportunities.

This full lesson covers BTEC Level 3 Business Unit 14: Investigating Customer Service A2 Customer Expectations/Satisfaction Images removed for copywrite reasons, you will need to add your own images e.g. business logos.

This full lesson covers A1: Meaning, Purpose and Terminology of the Law for Unit 23: The English Legal System for the Level 3 BTEC programme, including; Rights and duties, law and morality, law and rules. • Purpose of law, e.g. protection, upholding rights, maintaining order, delivering justice, evaluation of effectiveness of the legal system. • Differences between criminal law and civil law, purpose, remedies, punishment, parties to an action, standard of proof in criminal and civil cases. • Specific terminology used in civil and criminal cases, case names, current cases, having an impact on business

This full lesson covers BTEC Level 3 eSports Unit 4: Health Wellbeing and Fitness for eSport Players C1 Health Monitoring Assessment, including; Blood pressure. • Heart rate monitor: radial/carotid pulse. • Hip-to-waist ratio. • BMI calculation. • Bioelectrical impedance. • Health screening questionnaire: o alcohol consumption o typical daily diet o fluid consumption o sleep o physical activity.

This full lesson covers A1 Customer Service in Business for Unit 14: Investigating Customer Service, including; • Definition of customer service. • Customer service roles and importance of teamwork. • Importance of following organisational rules and procedures. • Different approaches to customer service across industries need different skills and knowledge, such as: o retail shops selling tangible goods, need for detailed product knowledge and effective selling skills o offices, such as those offering a non-tangible service, either face-to-face with customers, online, written or telephone customer contact o contact centres with telephone contact with customers, time limitations o hospitality industry, such as serving skills for food or drinks Underlined sections of the slides are links to media such as videos.

This full lesson covers B2: Indicators of Improved Performance for Unit 14: Investigating Customer Service, including; Reduction in numbers of complaints. • Increase in profits. • Reduction in turnover of staff. • Repeat business from loyal customers.

This full lesson covers B1 Monitoring and Evaluating Customer Service Provision for BTEC Level 3 Business Unit 14: Investigating Customer Service, including; Using research from customers to identify improvements and monitor complaints. • Monitoring using: o customer profiles, data, e.g. types of customer, products or services provided, customer care and service o sources of information, e.g. customers, colleagues, management o methods, e.g. questionnaires, comment cards, quality circles, suggestion boxes, staff surveys, mystery shoppers, recording and sharing information. • Evaluating customer service, including: o analyse responses, e.g. level of customer satisfaction, quality of product or service, meeting regulatory requirements, balancing cost and benefits o planning for change, resolving problems/complaints.

This full lesson covers C1 Customer Service Skills and Behaviours for Unit 14: Investigating Customer Service, including; • Communication skills: o face-to-face, written, email or other electronic media, telephone o verbal, e.g. pitch and tone of voice, open and closed questions, using the telephone o non-verbal, e.g. sign and body language, listening skills o barriers to communication. • Interpersonal skills: o personal presentation approach, e.g. attitude, behaviour, hygiene, personality, conversation skills, giving a consistent and reliable response. • Behaviours, e.g. being positive, offering assistance, showing respect.

This full lesson covers BTEC Level 3 Business Unit 14: Investigating Customer Service C3 Skills Audit and Development Plan, including; Skills audit of customer service skills. • Personal SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis to assess any gaps • Set objectives to meet skills development goals for a specified customer services role by: o identifying resources and available support needed to meet the objectives o setting review dates o monitoring the plan to assess progress against targets.