IPA Component IV - Human Resources Development - European Union Program for Croatia Project office: Lastovska 23, 1000 Zagreb, Project office: Lastovska 23, 1000 Zagreb, Tel: Main project partner This project is implemented by a SQA-led consortium Introduction to Qualifications Levels and Learning Outcomes

Learning outcomes 1.Compare the characteristics of different types of qualifications 2.Describe how qualifications can provide progression pathways 3.Develop an outline for a qualification 4.Produce learning outcomes for a unit

Programme Day 1

Trowel Occupations L4Trowel Occupations L3Trowel Occupations L2 Mandatory Units Conform to General Workplace Safety Erect Masonry Structures Lay Bricks and Blocks to Line Set Out Masonry Structures Confirm the Occupational Method of Work Conform to efficient work practices Confirm Work Activities and Resources for the Work Move and Handle Resources Develop and Maintain Good Working Relationships Set Out Complex Masonry Structures Erect Complex Masonry Structures Prepare and Mix Concrete and Mortars

Site Management L5Site Supervision L4 Allocate Work and Check People’s Performance Develop and Maintain Good Working Relationships Plan the Preparation of the Site for the ProjectCo-ordinate Preparation for Site Operations Identify, Allocate and Plan the Deployment and Use of Plant, Equipment or Machinery Allocate and Monitor the Use of Plant, Equipment or Machinery Establish, Implement and Maintain Systems for Managing Health, Safety and Welfare Maintain Systems for Health, Safety and Welfare Evaluate and Select Work MethodsAssess and Recommend Work Methods Control Project Quantities and CostsContribute to Controlling Work Quantities and Costs Establish and Monitor Communication SystemsImplement Communication Systems for the Project

Outline of a qualification Step 1 Identify progression pathways Step 2 Occupational Analysis (Occupational Standards) Step 3 Produce draft Unit titles, Aims and Qualification Structure

Types of Units Industry Knowledge Generic Sector Occupation Specific Employment Preparation Other Stuff

Programme Day 2

Consumer Rights The learner will: 1.Understand the law relating to consumer protection 2.Know the meanings of terms in a consumer contract 3.Be able to apply the law on consumer protection in a given situation

Bookkeeping for Business The learner will: 1.Be able to use financial documents to record transactions 2.Be able to create trading and profit and loss accounts and a balance sheet 3.Know the impact of fraud on a business

Service of Alcoholic and Non- Alcoholic Drinks The learner will: 1.Know how to take customer orders 2.Know how to serve alcoholic and non- alcoholic drinks 3.Know the appropriate legislation that relates to the serving of alcoholic drinks

Customer Relations in Business The learner will: 1.Know how customer service is provided in business 2.Be able to apply appropriate presentation and interpersonal skills in customer service situations 3.Understand how consistent and reliable customer service contributes to customer satisfaction 4.Know how to monitor and evaluate customer service within an organisation

Customer Services The learner will: 1.Understand the benefits to the organisation of good customer service 2.Understand the possible consequences of poor customer service 3.Understand the value of first impressions 4.Understand positive verbal and non-verbal interaction with customers 5.Understand that respect for the individual is at the heart of good customer service 6.Understand own role in dealing with complaints from customers

Personal Selling in Business The learner will: 1.Understand the role of sales staff 2.Be able to demonstrate personal selling skills and processes