This full lesson fully covers T Level in Health Component A1 Working in the Health and Science Sector A1.1 The Purpose of Organisational Policies and Procedures in the Health and Science Sector, including; • equality, diversity and inclusion policy: o complying with legislation o ensuring equality o eliminating discrimination • safeguarding policies: o ensuring the protection from harm of individuals, including those working within the organisation and visitors • employment contracts: o setting out employment conditions, rights, responsibilities and duties • performance reviews: o evaluating work performance against standards and expectations o facilitating feedback to improve o providing opportunities to raise concerns or issues o contributing to continuing professional development (CPD) • disciplinary policy: o setting and maintaining expected standards of work and conduct o ensuring consistent and fair treatment o establishing a sequence for disciplinary action • grievance policy: o providing opportunities for employees to confidentially raise and address grievances o establishing a sequence for raising grievances

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.

This full lesson covers C2 Customer Service Requests and Complaints for BTEC Level 3 Business Unit 14: Investigating Customer Service, including; providing information, products or services, promoting additional products and services, giving advice, taking and relaying messages o limitations of role and authority, keeping records o dealing with problems, handling complaints, remedial measures, emergency situations, organisational policy.

This revision resource is designed to support your learners with their preparation for the Unit 2 examination. The pack contains recaps and a variety of activities. Images removed for copywrite reasons, please insert your own images after downloading

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 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 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 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 mock assessment is designed to support learners undertaking the Unit 7: Business Decision Making examination. The case study uses international business as a basis for applicable knowledge. Learners are encouraged to; Carry out financial calculations Conduct situational analysis (PESTLE, SWOT, Porter’s 5 Forces, 5C) Clearly recommend an option from the two given Extension - Conduct deeper research into the attitude towards mental health in Japan and Saudi Arabia and how this will affect the business decision making process.

This full lesson covers A3 Building Customer Relationships for BTEC Level 3 Business Unit 14: Investigating Customer Service, including; Enhanced reputation of the business Repeat business Customer confidence in the business Job satisfaction of employees

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 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 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 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.