1. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector Nod Dysgu A: Archwilio sgiliau gwaith sy’n cael eu defnyddio yn y sector gwasanaethau cyhoeddus YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus

2. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector © Pearson Education Ltd 2014. Copying permitted for purchasing institution only. Cwsmeriaid Mewnol Cwsmeriaid mewnol allweddol y gwasanaethau cyhoeddus Cyd-weithwyr Goruchwylwyr Uwch reolwyr Staff sydd yn gweithio mewn gwasanaethau cyhoeddus arall YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus

3. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector © Pearson Education Ltd 2014. Copying permitted for purchasing institution only. Gwsmeriaid allanol: grwpiau gwahanol Unigolion Teuluoedd Businessau Ystod Oed Gwahanol ieithoedd a ethnigrwydd Mae unigolion sydd ag anghenion ychwanegol, megis y rhai â phroblemau iechyd meddwl Mae gwahanol grwpiau o ddefnyddwyr gwasanaeth newydd neu bresennol YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus

4. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector © Pearson Education Ltd 2014. Copying permitted for purchasing institution only. Sgiliau Cyfathrebu: Why do you think communication skills are so important in the public services? YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus

5. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector © Pearson Education Ltd 2014. Copying permitted for purchasing institution only. Types of communication CommunicationAdvantagesDisadvantages Face to faceCan see body language and facial expression Can be time consuming and expensive if people aren’t based in the same place TelephoneDirect communication without travel Can hear tone and pitch of voice Cannot see facial expression Easier to misunderstand the message than if communicated face to face EmailQuick and cheap Message can go to multiple people at the same time Easily misunderstood Can get overlooked if people get too many TextsInstant Short messages Easily misunderstood Dependent on mobile signal YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus

6. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector © Pearson Education Ltd 2014. Copying permitted for purchasing institution only. Teamwork skills Are there conflicts between certain people that create divisions within the team? Do team members need to get to know one another better? Do some members focus on their own success, harming the team’s performance as a result? Does poor communication slow the team's progress? Do members of the team need to learn to work together, rather than working individually? YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus

7. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector Personal and interpersonal skills SkillExplanation TactDealing sensitively with other people and difficult situations DiplomacyVoicing opinions without damaging relationships or causing offence ConfidentialityEnsuring that information is not released inappropriately to others Appropriate behaviour Behaving in a way that is fitting to your job or the situation PatienceAccepting delays or problems without becoming annoyed HonestyTelling the truth and acting with integrity FriendlinessBeing personable and approachable in the right circumstances Positive attitude Being optimistic, enthusiastic and solving problems rather than complaining © Pearson Education Ltd 2014. Copying permitted for purchasing institution only. YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus

8. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector Nod Dysgu B: Arddangos sgiliau gwaith sy’n cael eu defnyddio yn y sector gwasanaethau cyhoeddus YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus

9. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector © Pearson Education Ltd 2014. Copying permitted for purchasing institution only.  Icebreakers and improving communication  Eliminating stereotypes and labelling  Building interdependence and trust  Problem solving Types of team building activities YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus

10. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector © Pearson Education Ltd 2014. Copying permitted for purchasing institution only. The great egg drop Time required: 2 hours Your tasks:  Build an egg container that will protect an egg when dropped from a height of 2.5 metres/8 feet.  Present a 30-second presentation about your container, highlighting why it’s unique and how it works.  When you have finished your presentation, drop your egg in its container to see if the container really works. Your result: Did your egg survive? How would you improve your design? YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus

11. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector © Pearson Education Ltd 2014. Copying permitted for purchasing institution only. Your strengths and weaknesses How do you think you performed in the group activity? What would you do differently next time? What do you think are your personal strengths and weaknesses? YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus

12. BTEC First Public Services Unit 2: Working Skills in the Public Service Sector Improvement plans When creating your development plan, complete the following steps: 1.identify the problem 2.set objectives to achieve in order to solve the problem 3.explain how you intend to meet your objectives 4.describe the support you will need from others 5.list any resources you might need access to 6.set dates for review and/or completion. © Pearson Education Ltd 2014. Copying permitted for purchasing institution only. YSGOL GYFUN YSTALYFERA (DIJ). BTEC Lefel 2 – Gwobr Gyntaf mewn Gwasanaethau Cyhoeddus (NQF) Uned 2 - Sgiliau gwaith yn y sector gwasanaethau cyhoeddus