British Business Professional Skills Development (BBPSD)

80 Lodge Lane, Liverpool L8 0QL United Kingdom

www.bbpsd.co.uk
www.ibskills.co.uk









Trainer Manual

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Training Manual

Table of Contents
About International Business Skills ............................................................................................................... 5
Who is involved in the IBS programme? ................................................................................................... 5
Values of the programme ......................................................................................................................... 5
IBS Aims ..................................................................................................................................................... 6
Single Award Breakdown .......................................................................................................................... 6
Certification............................................................................................................................................... 7
Award certificate ................................................................................................................................... 7
ABE Diploma in Business Skills .............................................................................................................. 7
IBS Materials ................................................................................................................................................. 7
Course Books............................................................................................................................................. 7
Lecture Slides ............................................................................................................................................ 7
Examination Hints ..................................................................................................................................... 7
Examples ................................................................................................................................................... 8
Activities .................................................................................................................................................... 8
The Exam ................................................................................................................................................... 8
Tutor Notes ............................................................................................................................................... 8
Course Suggested Structure ...................................................................................................................... 8
1
st
Session Questions .................................................................................................................................. 10
Customer Service Questions ................................................................................................................... 10
Business Communication Questions ....................................................................................................... 10
Self-Awareness & Personal Development Questions ............................................................................. 10
Business Etiquette Questions ................................................................................................................. 10
Business Basics & Finance Questions ...................................................................................................... 10
People Skills Questions ........................................................................................................................... 11
Time Management Questions................................................................................................................. 11
IT for Business Questions ........................................................................................................................ 11
IBS Awards Learning Outcome .................................................................................................................... 12
Customer Service .................................................................................................................................... 12

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Section 1: Who are your customers? .................................................................................................. 12
Section 2: Why is the customer experience important ...................................................................... 12
Section 3: Meeting Customer Expectations ........................................................................................ 13
Section 4: Communicating with Customers ........................................................................................ 13
Section 5: Organizing your Day ........................................................................................................... 13
Business Communication ........................................................................................................................ 13
Section 1: What is Meant by Business Communication? .................................................................... 14
Section 2: Effective and Ineffective Communication .......................................................................... 14
Section 3: Overcoming Barriers to Communication ........................................................................... 14
Section 4: Business Team Meetings .................................................................................................... 14
Section 5: Improving Your Personal Communication Skills ................................................................ 15
Self-Awareness & Personal Development .............................................................................................. 15
Section 1: Understanding Self-Awareness & Personal Development ................................................. 15
Section 2: Self-Improvement .............................................................................................................. 16
Section 3: Positive Attitude and Awareness ....................................................................................... 16
Section 4: Selling Techniques .............................................................................................................. 16
Section 5: Building Effective Business Relationships .......................................................................... 16
Business Etiquette ................................................................................................................................... 17
Section 1: What is Meant by Business Etiquette ................................................................................ 17
Section 2: Professional and Cultural Expectations .............................................................................. 17
Section 3: Acting In A Professional Manner ........................................................................................ 18
Section 4: Communicating In A Professional Manner ........................................................................ 18
Section 5: Business Ethics ................................................................................................................... 18
Business Basics & Finance ....................................................................................................................... 19
Section 1: Introduction to Common Business Terminology ............................................................... 19
Section 2: Legal Structures for Business ............................................................................................. 19
Section 3: Making Use of Resources ................................................................................................... 20
Section 4: Basic Financial Planning ..................................................................................................... 20
Section 5: Managing a Business .......................................................................................................... 20
People Skills ............................................................................................................................................ 21
Section 1: The Vital Role of People Skills in an Organisation .............................................................. 21
Section 2: Self-Management and Differences .................................................................................... 21

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Section 3: Dealing with Conflict .......................................................................................................... 21
Section 4: Team working ..................................................................................................................... 22
Section 5: Communication .................................................................................................................. 22
Time Management .................................................................................................................................. 22
Section 1: Why Time Management ..................................................................................................... 23
Section 2: Self-Management of Time .................................................................................................. 23
Section 3: Eliminating Time Wasting Activities ................................................................................... 23
Section 4: Communicating In a Professional Manner ......................................................................... 24
Section 5: Effective Personal Time Management ............................................................................... 24
IT for Business ......................................................................................................................................... 24
Section 1: Understand IT and E-commerce ........................................................................................ 25
Section 2: Legal Structures for Business ............................................................................................. 25
Section 3: Deriving Maximum Benefit From Technology ................................................................... 25
Section 4: Common Business Applications ......................................................................................... 26
Section 5: Important Data Protection and Security Issues in IT ......................................................... 26



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About International Business Skills
IBS, as a Program, operated by British Business Professional Skills Development (BBPSD) since it
is the creator and owner of the programme. IBS was developed in 2008 when seven professors
from various universities in the UK were commissioned to develop the current eight -8 individual
awards, which comprise the full programme.
The programme consists of a series of business soft skills courses, accredited by the Association
of Business Practitioners (London UK), a third party not-for-profit accreditation body as well as
the Association of Business Executives (London UK) a third party not-for-profit accreditation body
established in 1973, and regulated by The office of Qualifications and Examinations Regulation
Ofqual, which is the regulator of qualifications, examinations and assessments in England and
vocational qualifications in Northern Ireland.
The IBS programme consists of the following awards:
1. Customer Service
2. Business Communication
3. SelfAwareness & Personal Development
4. Business Etiquette
5. Business Basics and Finance
6. People Skills
7. Time Management
8. IT for Business
Upon completion of training, candidates are required to sit a one-hour formal examination, run
online by our partners, Pearson VUE. Successful candidates will then receive an ABE Diploma in
Business Skills.
Who is involved in the IBS programme?
ABP, ABE and Ofqual Accreditation and Regulation.
Pearson VUE - Test developer.
BBPSD - Owner of the International Business Skills Programme.
Approved Delivery & Test Centres Approved.
Values of the programme
Meets Job Nationalization requirements.
Builds a competitive workforce.
Covers topics that are at the forefront of modern business techniques.
Accredited and backed by industry leaders.
Convenient to all educational levels.
Ideal for those who wish to stand out from the crowd in their working environment.
High quality content.

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Robust assessment arrangements using Pearson VUE Testing Centres.

Learners who successfully complete the programme at Intermediate level will be able to
appreciate and develop skills in a broad range of topic areas that are relevant to everyday
business.
IBS Aims
The programme has been designed with two key aims in mind and these two aims run
concurrently through all awards.
The first key aim is that the student will benefit from a personal perspective, by
developing skills that will enable them to embark confidently on a successful business
career.
The second main aim of the programme is that the business in which the student is
currently employed, or about to be employed by, will also benefit, as the learners engage
with topics that are at the forefront of modern day business techniques.

IBS comprises of 8 stand-alone awards, which can be studied individually, or combined to
complete the entire diploma.
Single Award Breakdown
Single hardcopy book, test voucher, online candidate access, and in-class training.
There are five -5 learning outcomes, or five sections in each course.
20 hours of tutor-led training.
30 hours of self-directed study.
Awards can be taken in any order.
Per Award


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Each Award comprises 50 hours of learning (20 hours of tutor led sessions (face-to-face) and 30 hours of
self-directed learning), with a total of 400 hours to complete the ABP Intermediate Diploma in
International Business Skills.
Certification
Award certificate
will be issued by IBS upon the successful completion and testing of any award.
ABE Diploma in Business Skills
Successful completion of the 8 awards requires 400 hours of total learning, of which 160 hours
are in class and 240 hours of self-directed study, as well as passing all 8 associated exams.
IBS Materials
Course Books
The books are split into five sections, in which plenty of space has been provided for students to make
their own notes as they progress through the course. This can be seen on page 26 of the Customer Service
book (sent with the lecture slides for this session).
Students should be actively encouraged to make notes and annotations throughout the books and not
just in the notes pages.
Lecture Slides
The PowerPoint slides are split into sixteen sets; one for the introduction and three for each of the five
sections in the book.
Each set should roughly equate to a one-hour tutorial.
The first set will introduce the students to the course and explain the learning outcomes for each section
of the course book.
Examination Hints
Throughout the slides, we will refer to important learning points as [Examination Hints]. Students should
make sure they know these and should make a note of them in the course books.
For example, in the Business Basics & Finance book, we have:
This is its Mission Statement. It is at its best when it is a short and memorable sentence which explains
what it does and its objectives.
[Examination Hint]
So, you should spend some time making sure delegates know what Mission Statement actually means.

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Examples
There are a number of examples in the course book and PowerPoint slides; these have been selected to
give a MINIMUM number of examples for the delegates. HOWEVER, and this is a VERY important point,
as experienced tutors you should add YOUR own LOCAL examples, so that the delegates really understand
the points.
Examples you have to make them your own just like a trainer in one of our centres has added her own
images to each set of slides and added local examples to make the course more memorable for the
students.
Activity
In Session 4 of the Business Basics & Finance Award, different legal structures are introduced, including
Private Limited Companies and Public Limited Companies, can you think of a local example of each?
Activities
Activities have been included in both the books and the PowerPoint slides. These activities have mostly
been designed as group activities. Whenever possible, you should split the class into groups of 4 at most
to work on these activities together. If you find the groups are not mixing well, you might want to think
about changing them.
The Exam
Before the final examination, you should have a one-hour mock examination (supplied along with answers
with the tutor course material). You should then allow some time with the delegates for going over the
answers and discussing their responses with them. Your experience will be important here, as you will
decide how long is actually required. The final 1-hour session should be the actual examination itself.
Tutor Notes
Each award is accompanied by Tutor notes, which have been developed to guide tutors through the
course. The material covered by the tutor notes is similar for each award, with the exceptions of Business
Basics and Finance and IT for Business.
The Business Basics and Finance award contains some calculations and IT for Business contains many
technical terms, both of which introduce the students to the fundamental concepts in each award.
Course Suggested Structure
The suggested structure for each award is the same, but there are questions that we suggest you should
ask the students in the first session of each award. More about those in a moment.
PowerPoint Slide 1 Introduction
Explain about the full award.
Explain about the examination at the end and the support you will give.

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At this point, you should tell the students about the five section headings in the book and explain that
over the next sessions you will be considering these topics (including the suggested questions) more
carefully.
The Case study in the Session 1 slides should be used to get the delegates working together in a small
group on the question. As this is the first session it is important to allow the delegates time to gel
together. They should spend at least 10 minutes on this before discussing the conclusions.
Let them try the last Slide (Test Yourself) on their own, encouraging them to look at the course book
for the answer.
PowerPoint Sessions 2, 3 and 4:
These correspond directly to Section 1 of the course book. So, as with all sessions, keep referring the
delegates to the book as you are going through the slides.
PowerPoint Sessions 5, 6 and 7:
These correspond directly to Section 2 of the course book. As with all sessions, make a point of highlighting
the Examination Hints (More on this later).
PowerPoint Sessions 8, 9 and 10
These correspond directly to Section 3 of the course book.
PowerPoint Sessions 11, 12 and 13
These correspond directly to Section 4 of the course book.
PowerPoint Sessions 14, 15 and 16
These correspond directly to Section 5 of the course book.
Session 17 - Revision and recap of the course (Use earlier slides as required)
You should go over the earlier sessions that have been requested by the delegates, or areas that you think
they have found difficult.
Last three 1 hour sessions (no slides)
Session 18 - Mock Examination.
Session 19 - Going carefully over Mock Examination questions and preparing delegates for the
examination.
Session 20 - Formal Examination.

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1
st
Session Questions
Customer Service Questions
In session 1 of the Customer Service Award, you should ask the delegates to discuss the following
three questions, for which you should spend about 5 to 10 minutes on each:
1. Who are your organisations customers?
2. Is the customer experience important to a business?
3. How important is communicating with customers to a business?
Business Communication Questions
In session 1 of the Business Communication Award, you should ask the delegates to discuss the
following three questions, for which you should spend about 5 to 10 minutes on each:
1. Think of some examples of effective and ineffective communication.
2. What type of barriers to communication exist in your workplace?
3. How do you think you could improve your personal communication skills?
Self-Awareness & Personal Development Questions
In session 1 of the Self-Awareness & Personal Development Award, you should ask the delegates to
discuss the following three questions, for which you should spend about 5 to 10 minutes on each:
4. What do you understand by self-awareness and personal development?
5. How important is it to have a positive attitude at work?
6. Why are effective business relationships important?
Business Etiquette Questions
In session 1 of the Business Etiquette Award, you should ask the delegates to discuss the following
three questions, for which you should spend about 5 to 10 minutes on each:
1. What is understood as business etiquette ?
2. How important is courtesy and good manners at work?
3. How important is ethical business behaviour?
Business Basics & Finance Questions
In addition to the questions on the next slide, you should note that you may wish to spend a little
bit longer on the slides associated with Section 4 (Basic Financial Planning) of the course book
than normal.

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You should reassure the delegates that they will NOT need to reproduce any graphs that appear
on the course BUT they WILL be expected to understand what the break-even point does.

In session 1 of the Business Basics & Finance Award, you should ask the delegates to discuss the
following three questions, for which you should spend about 5 to 10 minutes on each:
1. Name three different recognised legal structures for a business.
2. Is cash flow as important as profit to a business?
3. What do you think the main issues are in managing a business?
People Skills Questions
In session 1 of the People Skills Award, you should ask the delegates to discuss the following three
questions, for which you should spend about 5 to 10 minutes on each:
1. Are people skills vital to your organisations success?
2. How important is it to identify and confidently deal with conflict at work?
3. What is the best way to communicate effectively with people?
Time Management Questions
In session 1 of the Time Management Award, you should ask the delegates to discuss the following
three questions, for which you should spend about 5 to 10 minutes on each:
1. Do you have good time management skills?
2. How important is it to have good time management skills?
3. What are the time wasting activities in your organisation?
IT for Business Questions
In addition to the questions on the next slide, you may wish to spend a little bit longer on the
slides associated with Section 3 (Deriving Maximum Benefit from Technology) or Section 4
(Common Business Applications) of the course book than normal.
You should reassure the delegates that although this award is highly technical, they are only
expected to know one example for each.
In session 1 of the IT for Business Award, you should ask the delegates to discuss the following
three questions, for which you should spend about 5 to 10 minutes on each:
1. What is the difference between IT and e-commerce?
2. What are the most common IT business applications?

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3. How important is data protection and IT security to a business?
IBS Awards Learning Outcomes
Customer Service
This award has been designed to give delegates an understanding, both practically and theoretically, of
the importance of customer service to a business and an appreciation of the important role they can play
in delivering effective customer service.
There are five key learning outcomes associated with this award, which are:
L1- Identify different customer segments and their needs.
L2- Understand the importance of developing positive customer experience.
L3- Determine the need to meet relative customer expectations.
L4- Outline the role of effective communication with the customers.
L5- Understand the importance of planning and organising your daily routine.
Section 1: Who are your customers?
The learning outcomes are to:
1. Appreciate the importance of identifying your customers.
2. Establish the basis for disaggregating large markets into smaller segments.
3. Understand the importance of targeting and positioning a relative product.
4. Develop stronger customer segments.
Section 1 Activity
Can you think of an organisation that has both internal and external customers?
Section 2: Why is the customer experience important
The learning outcomes are to:
1. Identify the customer experiences that drive loyalty and share of business.
2. Quantify your performance on these key customer experiences.
3. Benchmark your strengths and weaknesses relative to competitors.
4. Develop a process for on-going measurement of customer experiences following first contact with an
organisation/company.
5. Create standards for future delivery of customer experience.
Section 2 Activity
What techniques could be used to gain customer feedback?

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Section 3: Meeting Customer Expectations
The learning outcomes are to:
1. Recognise that different customers hold different types of expectations for products and services.
2. Discuss controllable and uncontrollable sources of customer expectations.
3. Acknowledge that expectations are similar for many different types of customers.
4. Outline the most important current issues surrounding customer expectations.
Section 3 Activity
Think of three students in your college with different personalities and classify them as assertive,
analytical or amiable. Write down the reasons for your answers.
Section 4: Communicating with Customers
The learning outcomes are to:
1. Explain the relationship between effective communication and quality service.
2. Practice and apply communication tools and techniques for handling requests, problems and
complaints effectively, to the satisfaction of the customer.
3. Use knowledge of listening, verbal and non-verbal cues and communication styles to provide quality
service.
4. Describe the elements necessary for effective communication with customers.
Section 4 Activity
Think of an experience you have had recently in which you felt as though someone was not really listening
to you.
What made you feel that the person you were talking to was not really listening?
Section 5: Organizing your Day
The learning outcomes are to:
1. Develop a regular planner or calendar for tasks, meetings and appointments.
2. Compile a to-do list in order to keep a timely record of your everyday schedules.
3. Identify the importance of time management.
4. Prioritise your daily activities in order to achieve optimisation from your daily routine.
Business Communication
The Business Communication Award focuses on the importance of good communication throughout a
business and the vital role it plays in its success. After successfully completing this award, delegates will
appreciate the various types of communication used in a business, the importance of overcoming
communication barriers and they will have a better understanding of good communication techniques.
There are five key learning outcomes associated with this award, which are:
L1 - Identify and appreciate the range of communication used in a business.

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L2 - Appreciate effective and ineffective communication.
L3 - Identify where and when barriers to communication exist.
L4 - Understand how to conduct successful business team meetings.
L5 - Identify and apply techniques, which will improve your personal communication skills.
Section 1: What is Meant by Business Communication?
The learning outcomes are to:
1. Understand the various business communication styles and techniques.
2. Understand how a business communicates with its customers.
3. Appreciate the importance of communicating effectively with customers.
4. Appreciate the importance of, and learn how to, communicate within the business.
Section 1 Activity
What methods of communication are used by your college?
Section 2: Effective and Ineffective Communication
The learning outcomes are to:
1. Determine which communication style is best suited to a particular task.
2. Appreciate the importance of being clear, concise and polite in communication.
3. Understand that sending a message does not imply that they have communicated.
4. Recognise techniques that can aid communication.
Section 2 Activity
Can you think of an example from your work life in which instructions have been misinterpreted?
Section 3: Overcoming Barriers to Communication
The learning outcomes are to:
1. Understand the importance of non-verbal communication.
2. Appreciate the political barriers to communication within organisations.
3. Recognise the business design barriers to communication.
4. Understand how appropriate technology can assist with communication.
Section 3 Activity
Can you think of any political barriers that exist in your college?
Section 4: Business Team Meetings
The learning outcomes are to:
1. Understand when it is appropriate to use individual and team meetings.
2. Know who to invite to a meeting and how to set an agenda.

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3. Appreciate how best to ensure that meetings achieve their aims.
4. Recognise the best way to present information to a meeting.
Section 4 Activity
What are the pros and cons of having face to face team meetings in your college?
Section 5: Improving Your Personal Communication Skills
The learning outcomes are to:
1. Understand what type of communication style works best for you.
2. Appreciate that your communication is reliant on being understood by the recipient.
3. Make use of presentations.
4. Recognise the importance of conflict resolution.
Section 5 Activity
Can you think of a situation where you had a conflict with someone?
Was the issue resolved?
Self-Awareness & Personal Development
The Self-Awareness & Personal Development Award focuses on the importance of being aware of how we
behave and appear to others. This self-awareness is an important first step toward personal
development. This award introduces some of the skills and techniques that are available to managers and
employees to greatly assist their own and their teams personal development.
There are five key learning outcomes associated with this award, which are
L1 - Appreciate what is understood by self-awareness and personal development.
L2 - Understand the benefits of continual self-improvement.
L3 - Identify ways in which you can develop a positive attitude and assertiveness.
L4 - Confidently sell promotions and ideas.
L5 - Understand how to build more effective business relationships.
Section 1: Understanding Self-Awareness & Personal Development
The learning outcomes are to:
1. Appreciate what is understood by self-awareness and personal development.
2. Understand that personal development is an on-going requirement.
3. Recognise your current personal development needs.
4. Develop your own mission and vision statements.
Section 1 Activity

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Using the course book to help you, conduct a SWOT analysis to determine your own development needs.
Section 2: Self-Improvement
The learning outcomes are to:
1. Appreciate your particular strengths and weaknesses.
2. Recognise the techniques available to address strengths and weaknesses.
3. Identify the ways in which you can positively affect self-improvement.
4. Understand the importance of receiving relevant feedback as part of their on-going self-improvement.
Section 2 Activity
Look now in the course book at the section Appreciate your Particular Strengths and Weaknesses (p43)
and consider the boxes that contain a list of examples of weaknesses.
Which do you think you have?
What could you do to improve?
Section 3: Positive Attitude and Awareness
The learning outcomes are to:
1. Understand the importance of having a positive attitude.
2. Appreciate the benefits of coaching.
3. Recognise techniques that can aid motivation and encourage performance.
4. Create a motivated team.
Section 3 Activity
Do you think it is important to have a positive attitude at work?
If so, why?
Section 4: Selling Techniques
The learning outcomes are to:
1. Develop a positive sales attitude.
2. Understand the importance of first contact strategies.
3. Identify and use the most suitable sales negotiating techniques.
4. Recognise effective and appropriate sales technology.
Section 4 Activity
Name three negotiation tactics.
Section 5: Building Effective Business Relationships
The learning outcomes are to:
1. Appreciate the importance of having effective business relationships.
2. Align your personal development needs with their businesss requirements.

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3. Understand how to establish and maintain relationships.
4. Build a reputation for integrity and trust.
Section 5 Activity
Identify two of the most important business relationships you have.
Now identify ways in which you can work at maintaining these relationships over time.
Business Etiquette
The Business Etiquette Award focuses on how a business interacts with both external and internal
stakeholders. Understanding business etiquette, the established convention in which businesses relate to
each other, is an essential skill for a business employee and this award introduces some of the cultural
business expectations that are to be expected in the modern business environment. The award also
introduces the important concept of business ethics.
There are five key learning outcomes associated with this award, which are:
L1 - Understand what is meant by business etiquette.
L2 - Appreciate the importance of both professional and cultural expectations.
L3 - Act in a professional manner to customers and work colleagues.
L4 - Understand the importance of communicating in a professional manner.
L5 - Recognise the importance of ethical business behaviour.
Section 1: What is Meant by Business Etiquette
The learning outcomes are to:
1. Understand what is meant by business etiquette.
2. Appreciate the key minimum standards required by etiquette practice.
3. Acquire a good working knowledge of, and appreciate the value of, courtesy and good manners at
work.
4. Acknowledge the value of, and learn the techniques associated with, introductions and first meetings.
Section 1 Activity
1. What do you think makes a good or bad first impression when you meet someone in a business
context.
Section 2: Professional and Cultural Expectations
The learning outcomes are to:
1. Appreciate the values and expectations of different cultures.
2. Determine which etiquette style is best suited to a particular culture.
3. Use the correct forms of address and understand how to effectively communicate verbally in a polite
manner.

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4. Interact professionally by phone, letter and email.
Section 2 Activity
When might it become difficult to remain open minded and respectful of other people in a business
situation?
Section 3: Acting In A Professional Manner
The learning outcomes are to:
1. Appreciate the importance of, and learn how to, behave in a professional manner.
2. Understand the importance of meeting protocol, preparation and attendance.
3. Understand how to chair a meeting and set an agenda.
4. Appreciate the issues involved with regard to disability in the workplace.

Section 3 Activity
Think about some people you know with disabilities .
Do you know anything about them except for the disability?
Section 4: Communicating In A Professional Manner
The learning outcomes are to:
1. Understand how to deal with difficult customers.
2. Manage stress and disappointment in a professional manner.
Section 4 Activity
1. Think now about three things that make you stressed, either at work or at home.
2. Now think about how you might deal with them.
Section 5: Business Ethics
The learning outcomes are to:
1. Understand what is meant by business ethics and its associated benefits.
2. Appreciate the importance of behaving in an ethical manner.
3. Deal with harassment in the workplace.
4. Recognise how to deal with conflict over ethical issues that arise at work.
Section 5 Activity
Give a real life example of a Personal value and a Professional value.

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Business Basics & Finance
The Business Basics & Finance Award introduces everyday business terminology and relates this to the
more common legal business entities. The different internal and external factors that affect a business are
explained and their importance explored. Basic financial planning is introduced and there is a focus on
making best use of available resources, with particular emphasis placed on the importance of cash flow
to the business.
There are five key learning outcomes associated with this award, which are:
L1 - Identify and understand everyday business terminology.
L2 - Distinguish between the various legal structures for a business.
L3 - Recognise the importance of transforming resources into goods and services.
L4 - Apply basic financial planning tools and techniques.
L5 - Appreciate the main issues when managing a business.
Section 1: Introduction to Common Business Terminology
The learning outcomes are to:
1. Understand the difference between the internal and external environment.
2. Appreciate the importance of the different functions of the internal environment.
3. Appreciate the importance of the different functions of the external environment.
4. Identify the market and market competitors.
Section 1 Activity
Can you think of any external factors, other than those mentioned in the book, that may have an
effect on the operation of a business, either to its advantage or disadvantage?
Section 2: Legal Structures for Business
The learning outcomes of section 2 () are to:
1. Identify the legal structures available to a business and appreciate the differences between them.
2. Appreciate the importance of having the correct legal structures for businesses of different types and
sectors.
3. Recognise the importance of international legal systems when exporting and importing goods and
services.
4. Understand the legal obligations of a business when dealing with customers.
Section 2 Activity
If you and a group of 3 friends were going to start a construction company, which type of structure
do you think you be most suitable?

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Section 3: Making Use of Resources
The learning outcomes are to:
1. Understand the importance of effective business planning.
2. Appreciate how to conduct market research and understand markets.
3. Apply SWOT and PEST analyses to understand a business competitive advantage.
4. Recognise the importance of operational decisions.
Section 3 Activity
Conduct a PEST analysis for each of the following companies:
1. Qantas Airlines.
2. BMW car company.
3. A small local food shop.
Section 4: Basic Financial Planning
The learning outcomes are to:
1. Understand how to calculate and raise finance.
2. Know how to set a budget and use a break-even analysis.
3. Recognise the importance of cash flow.
4. Understand how to measure and increase profit.
You may wish to spend longer on this section, as there are a number of calculations that may seem
daunting to candidates.
Section 4 Activity
What is meant by the term cash flow?
Section 5: Managing a Business
The learning outcomes are to:
1. Understand how to develop an effective workforce.
2. Recognise how and when to make the best use of technology.
3. Understand the difference between leading and managing an organisation.
4. Motivate and communicate with employees.
Section 5 Activity
Can you find an example of a non-financial reward at work, either now or in the past that has
made you feel motivated?

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People Skills
A businesss success mainly relies on how effectively it deals with the people it employs and how these
employees interact with each other. This award looks closely at some of the key issues that arise when
dealing with people and aims to equip delegates with the necessary skills to deal with teams and the
conflict that may arise. It particularly looks at self management and dealing with issues relating to conflict.
There are five key learning outcomes associated with this award, which are:
L1 - Recognise why people skills are vital to your organisations success.
L2 - Appreciate the importance of self-management and working with differences.
L3 - Identify and deal confidently with conflict.
L4 - Work effectively with and in teams.
L5 - Understand how to communicate effectively with people.
Section 1: The Vital Role of People Skills in an Organisation
The learning outcomes are to:
1. Understand why employees are a vital asset to a business.
2. Recognise the importance of your own self-management.
3. Acquire techniques for, and appreciate the value of having a positive work attitude.
4. Appreciate the value of having a good rapport with your team.
Section 1 Activity
What motivates you at work? Is it just financial, or are there other reasons?
Section 2: Self-Management and Differences
The learning outcomes are to:
1. Appreciate your particular style of management and leadership.
2. Determine which style is best suited to particular business environments.
3. Recognise the ways in which you can develop your potential.
4. Understand and be aware of working with people with different styles and methods.
Section 2 Activity
Identify and write down five great leaders or managers. Make a list of all the qualities you think
these people have.
Now identify any shortcomings you think they have.
Section 3: Dealing with Conflict
The learning outcomes are to:
1. Understand why it is important to address conflict and disagreement in work.

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2. Appreciate the importance of listening positively before making judgements.
3. Ensure that you are aware of expected conventions and be able to set out and follow agreed
procedures.
4. Understand how to communicate difficult decisions.
Section 3 Activity
What has been one of your most difficult decisions to make and communicate in the workplace?
Section 4: Team working
The learning outcomes are to:
1. Determine when team work is the optimal solution for a project.
2. Identify and select the most suitable members for a team.
3. Understand how to establish good team work and trust.
4. Ensure that a team remains focussed on the task at hand.
Section 4 Activity
Do you think that all groups need to go through Tuckmans four stages of development?
Section 5: Communication
The learning outcomes are to:
1. Understand the range of communication options available to a business.
2. Recognise the importance of selecting the correct modes of communication.
3. Appreciate the importance of getting relevant feedback as part of the communication process.
4. Recognise your own communication strengths and weaknesses.
Section 5 Activity
Make a list of the communication skills you have (e.g. clarity of message, clear dictation, etc.).
Do you lack some skills?
How would you improve them?
How will you find out that you are in fact communicating effectively?
Time Management
Time is a fixed resource over which we have no control. How we use that time, however, can greatly
influence how effective we become. This module is designed to ensure that you are aware of your current
time management techniques and what you can do to improve them over the short, medium and long
term. It particularly looks at many of the most common time wasting activities that occur in most
businesses and provides guidance on how to avoid them.
There are five key learning outcomes associated with this award, which are:

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L1 - Understand why time management skills are necessary.
L2 Determine how you can individually make best use of time available to them.
L3 - Identify ways in which you can eliminate time wasting activities in business.
L4 - Confidently delegate tasks.
L5 - Understand how to use personal time management to achieve strategic objectives.
Section 1: Why Time Management
The learning outcomes are to:
1. Appreciate the value of time management.
2. Understand that as your role changes, time management techniques also need to change.
3. Recognise your and your teams current time management practices.
4. Align time management to priorities.
Section 1 Activity
Give yourself a mark out of ten for your current level of understanding (1 least understanding and 10 for
most understood) for the activities below.
1. Awareness of yourself and how good/bad you are in utilising your time.
2. Clearly understand your goals.
3. Ability to identify less important tasks and prioritise your time on those activities.
4. Be able to do jobs before they pile up.
5. How to avoid time wasting activities.
Section 2: Self-Management of Time
The learning outcomes are to:
1. Appreciate your particular style of time management and recognise your strengths and weaknesses.
2. Monitor and assess when you spend time effectively.
3. Recognise the ways in which you can improve time management.
4. Understand and be aware of how best to work with people who have different styles of time
management.

Section 2 Activity
Can you identify SMART goals/objectives in your time management techniques?
Section 3: Eliminating Time Wasting Activities
The learning outcomes are to:
1. Understand the key difference between looking efficient and being effective.
2. Appreciate the importance of managing key time-wasting factors.

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3. Identify techniques to aid poor time management.
4. Maintain an effective time management planning tool.
Section 3 Activity
Looking at the list of time wasting activities on page 55 (sent with this sessions lecture slides),
which five are you most guilty of?
Section 4: Communicating In a Professional Manner
The learning outcomes are to:
1. Understand the benefits and disadvantages of delegating responsibility.
2. Determine what and when to delegate.
3. Identify the most suitable members of a team when delegating tasks.
4. Adopt techniques for monitoring staff.
Section 5 Activity
List six of the most important tasks from your job role.
Identify to whom/how much you can delegate your core roles.
Do you foresee any problems in doing so?
How will you address these problems?
Section 5: Effective Personal Time Management
The learning outcomes are to:
1. Understand the importance of effective personal time management.
2. Appreciate the importance of having a good work/life balance.
3. Realise the importance of ensuring that your time management is adaptive to short-term goals.
4. Appreciate the importance of getting relevant feedback as part of your time management strategy.
Section 5 Activity
Identify five long-term goals in your work and your short-term objectives and how you are going
to manage your time in achieving them.
IT for Business
The use of Information Technology is now fundamental to the success of a business. This award explores
some of the more common technologies in everyday business and aims to give students an understanding
of the technical and management skills required in the rapidly changing IT and business environment. This
award will give delegates more confidence in the more common IT packages and enable them to derive
maximum benefit from them.
There are five key learning outcomes associated with this award, which are:

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L1 - Appreciate what is understood by IT and E-commerce in the business world.
L2 - Candidates should be able to understand the benefits of a planned IT strategy.
L3 - Identify ways in which you can derive maximum benefit from technology.
L4 - Confidently use the most common business applications.
L5 - Understand the important IT issues in data protection and security.
Section 1: Understand IT and E-commerce
The learning outcomes are to:
1. Appreciate the benefits of the most common business IT applications.
2. Understand how businesses utilise e-commerce.
3. Appreciate basic business application skills.
4. Recognise the benefits of database packages.
Section 1 Activity
Think of five examples of Electronic Funds Transfer used everyday.
Section 2: Legal Structures for Business
The learning outcomes are to:
1. Recognise how organisations develop an IT strategy.
2. Understand how to establish and develop an IT strategy.
3. Realise the danger of becoming over reliant on IT.
4. Recognise the fact that IT plays a fundamental role in a business overall communication strategy.
Section 2 Activity
Apply Porter and Millars Five Forces Model to your company.
Section 3: Deriving Maximum Benefit From Technology
The learning outcomes are to:
1. Understand how to make best use of available technology.
2. Appreciate the benefits of using standard applications and freeware.
3. Recognise that IT applications that can improve overall business performance.
4. Appreciate the issues that can arise when using IT inappropriately.
Section 3 Activity
1. Identify one organisation that you have used that utilises one element of multimedia technology.
2. Describe how the organisation has benefitted (or not) from the technology.

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Section 4: Common Business Applications
The learning outcomes are to:
1. Determine which IT applications are most suitable for the task at hand.
2. Understand how to make best use of Microsoft applications.
3. Appreciate the benefits of Google applications.
4. Recognise the benefits of appropriate financial packages.
Section 4 Activity
1. As a sales manager, you are assigned to prepare an annual report for assessment and evaluation
during the board meeting.
2. Identify the IT applications you may use.
Section 5: Important Data Protection and Security Issues in IT
The learning outcomes are to:
1. Appreciate the importance of data protection issues.
2. Recognise the importance to a business of electronic security.
3. Understand how to work effectively in a secure electronic environment.
4. Understand how to benchmark their systems against their competitors.
Section 5 Activity
Do you think your company is secure? If not what advice could you give to the company?
Note
Your experience as a tutor will be crucial for this award, sections 3 and 4 may prove daunting to some
candidates, due to the information they contain.