Team Leadership Skills- help sheet
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Communicating in a Practical Environment - HB7/1/NQ/013
As a team leader at a volunteering event
1.1.Identify the structure of an organisation
Your answer
As a team leader at a volunteering event
1.2.Outline ways in which people give and receive information within an organisation.
Your answer
As a team leader at a volunteering event
2.1.Identify own role in an organisation.
Your answer
As a team leader at a volunteering event
2.2.Outline the importance of communicating with others in order to do own job well.
Your answer
As a team leader at a volunteering event
3.1.Identify three tasks where it is necessary to communicate with others.
Your answer
As a team leader at a volunteering event
3.2.Identify ways to let others know of own position.
Your answer
As a team leader at a volunteering event
4.1.Identify ways to deal with conflict in own organisation.
Your answer
Think about when you would be a team leader at a volunteering event
5.1.Identify health and safety procedures relevant to the working environment
Your answer
Customer Service Skills - HC4/1/NQ/109
As a team leader at a volunteering event
1.1.Outline benefits of good customer service.
Your answer
As a team leader at a volunteering event
1.2.Give examples of good practice in customer service.
Your answer
As a team leader at a volunteering event
2.1.Outline how poor customer service can affect:• customers
Your answer
As a team leader at a volunteering event
2.1.Outline how poor customer service can affect:• an organisation.
Your answer
As a team leader at a volunteering event
3.1.Identify why it is important to make a good first impression.
Your answer
As a team leader at a volunteering event
3.2.Identify ways of creating a positive first impression when communicating:• face to face
Your answer
As a team leader at a volunteering event
3.2.Identify ways of creating a positive first impression when communicating: on the telephone
Your answer
As a team leader at a volunteering event
3.2.Identify ways of creating a positive first impression when communicating:• in writing.
Your answer
As a team leader at a volunteering event
5.1.Identify why it is important to maintain customer confidentiality
Your answer
As a team leader at a volunteering event
5.2.Give examples of ways to respect the needs of customers from different cultures and backgrounds.
Your answer
As a team leader at a volunteering event
6.1.Give an example of a response to a complaint made by a customer.
Your answer
Practical bits
4.1.Demonstrate appropriate ways of communicating with customers verbally
i did this a lot
i did this some of the time
i only did this a little
i didn't do this
I listened to them
I kept eye contact with them
I smiled when i talked to them
I showed interest in what they said
I asked questions to check what they said
I shouted at them
I checked they understand what i said
Row 8
4.2.Demonstrate how non-verbal communication can be used positively in a face-to-face situation.
i did this a lot
i did this some of the time
i only did this a little
i didn't do this
I listened to them
I kept eye contact with them
I covered my mouth
I smiled when i talked to them
I turned my back to them when they were talking
I showed interest in what they said
I showed i was more interested in other things like my phone than them
I faced them when speaking
I crossed my arms and looked angry
I had an open body position
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