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NCFE Level 2 Certificate in Principles of Team Leading CUSTOMER SERVICE MOTIVATION INFORMATION MANAGEMENT LEADERSHIP ROLES SUPPORT EQUALITY AND DIVERSITY Workbook 1 How to use your learning materials This course is delivered on a flexible learning basis. This means that most of your study will take place away from your Assessor/Tutor. It helps to carefully plan your studying so that you get the most out of your course. We have put together some handy tips for you below. Study Guidance Try to plan an outline timetable of when and where you will study. Try to complete your work in a quiet environment where you are unlikely to be distracted. Set realistic goals and deadlines for the various elements of your course. Plan what you are going to study during each session, and try and achieve this each time. After each session, reflect on what you have achieved and plan what you hope to complete next time. Remember that not only do you have the support of your Assessor/Tutor, but it is likely that your family, friends and work colleagues will also be willing to help. Assessor/Tutor Support Your Assessor/Tutor will be available to support and guide you through the programme. They are experts in your area of study and are experienced in helping many different types of learners. They can help you to improve the standard of work you submit and will give you useful feedback on areas in which you have excelled, as well as where you can improve. Remember to listen to, or read, their feedback carefully. Ask if you are unsure about any of the feedback you receive, as your Assessor/Tutor is there to help. Make note of any tips they give. Refer to the learning materials, as they contain the information you need to complete the end-of-unit assessments. Look out for areas in which you can improve, and set yourself an action plan to make sure you complete the required work. Take positive feedback on board; this demonstrates you are doing things right and have a good understanding of the subject area. Use the feedback to avoid repeating any mistakes you may have made. Enjoy your studies! 2 © LCG 2019 NCFE Level 2 Certificate in Principles of Team Leading Workbook 1 Workbook Contents In this workbook, we are going to look at the principles of team leading, business structures and environment, and communicating work-related information. We will cover different techniques for dealing with teams, organisational change, motivation, business planning, and verbal and written communication in the workplace. Within the workbook, there are several Knowledge Activities that help to focus on the various topics. These are informal activities that help to consolidate knowledge. In the last section, there are Extension Activities for learners who wish to develop their knowledge further. Contents This workbook contains four sections: Page Section 1: Principles of team leading 4 Section 2: Understand business 50 Section 3: Understand how to communicate work-related information 77 Section 4: Extension activities 114 Each section has a corresponding assessment that must be completed in order to achieve this part of the programme. The assessments for this workbook can be found in: Assessment 1 NCFE Level 2 Certificate in Principles of Team Leading Assessment 1 Learner contact details: Name: Contact address: Postcode: Contact number: Email: When you have completed this workbook, you should attempt the assessment. Your Assessor/Tutor will then give you detailed written feedback on your progress. Remember that your assessment answers should be written in your own words. You should not copy answers directly from the workbooks. Learner declara