UNIT 14 Delivering a Presentation

UNIT 14; 19; 27; 38; 51; 54;
73

Table of Contents
INTRODUCTION...........................................................................................................................1
UNIT 14 Deliver a Presentation......................................................................................................1
1.1 Advantages and limitations of different methods of, and media for, making presentations.1
1.2 How the type and size of the audience affects the delivery of a presentation.......................1
1.3 Factors to be taken into account in developing contingency plans when delivering
presentations................................................................................................................................1
1.4 Voice projection and timing techniques when delivering presentations..............................1
1.5 Factors to be taken into account in responding to questions from an audience ...................2
1.6 Different methods for evaluating the effectiveness of a presentation...................................2
UNIT 19 Handle Mail......................................................................................................................2
1.1 How to deal with “junk” mail ..............................................................................................2
1.2 What to do in the event of problems arising when dealing with incoming or outgoing mail
.....................................................................................................................................................2
1.3 How to operate a franking machine......................................................................................3
1.4 How to prepare packages for distribution.............................................................................3
1.5 Organisational policies and procedures on mail handling, security and the use of courier
services .......................................................................................................................................3
1.6 Process for reporting suspicious or damaged items in accordance with organisational
procedures...................................................................................................................................3
3.2 Best option for dispatching mail according to the required degree of urgency, size and
value of the item..........................................................................................................................3
UNIT 27 Store and Retrieve Information........................................................................................4
1.1 Systems and procedures for storing and retrieving information...........................................4
1.2 Legal and organisational requirements for information security and retention....................4
1.3 How to create filing systems to facilitate information identification and retrieval...............4
1.4 How to use different search techniques to locate and retrieve information..........................5
1.5 What to do when problems arise when storing or retrieving information............................5
UNIT 38 Maintain and Issue Stationery and Supplies.....................................................................5
1.1 Organisational policies, procedures and levels of authority in maintaining supplies...........5
1.2 How to carry out a stock check of stationery........................................................................5

1.3 Types of problems that may occur with deliveries and stock items.....................................6
1.4 How to deal with problems that occur with deliveries and stock items................................6
1.5 Factors to take into account when ordering stationery..........................................................6
1.6 Benefits and limitations of different potential suppliers, against organisational
requirements................................................................................................................................6
1.7 How to calculate quantities of stationery and supplies to be ordered...................................6
1.8 How to dispose of or recycle waste.......................................................................................6
UNIT 51 Word processing software................................................................................................7
1.1 Types of information are needed for the document and how they should be linked or
integrated.....................................................................................................................................7
1.4 How to combine and merge information from other software or multiple documents.........7
2.1 Analyse and explain the requirements for structure and style..............................................7
3.1 Explain how the information should be formatted to aid meaning.......................................7
3.5 Evaluate the quality of the documents produced to ensure they are fit for purpose.............7
UNIT 54 Resolve customers’ complaints........................................................................................8
1.2 Identify those complaints that should prompt a review of the service offer and service
delivery........................................................................................................................................8
1.3 Negotiating techniques used to resolve customers’ complaints............................................8
1.4 Conflict management techniques used in dealing with upset customers..............................8
1.5 Explain organisational procedures for dealing with customer complaints...........................9
Listen...........................................................................................................................................9
Fix the Immediate Problem.........................................................................................................9
Apologies and Thanks.................................................................................................................9
Getting to the Root......................................................................................................................9
Preventive Measures...................................................................................................................9
Quality and Service are Paramount.............................................................................................9
1.6 Explain when to escalate customers’ complaints..................................................................9
1.7 Explain the cost and regulatory implications of admitting liability on the basis of a
customer complaint.....................................................................................................................9
1.8 Explain the advantages and limitations of offering compensation or replacement products
and/or services.............................................................................................................................9

Celebrated for Customer Service................................................................................................9
2.4 Explain the advantages and limitations of different complaint response options to
customers...................................................................................................................................10
2.5 Explain the advantages and limitations of different complaint response options to the
organisation...............................................................................................................................10
UNIT 73 Principles of leadership and management......................................................................10
TASK 1..........................................................................................................................................10
1.1 Importance of defining the objectives, scope and success criteria of the decisions to be
taken..........................................................................................................................................10
1.2 Importance of analysing the potential impact of decision making.....................................11
1.3 Importance of obtaining sufficient valid information to enable effective decision making
...................................................................................................................................................11
1.4 Importance of aligning decisions with business objectives, values and policies................11
1.5 How to validate information used in the decision making process.....................................11
1.6 How to address issues that hamper the achievement of targets and quality standard.........11
TASK 2..........................................................................................................................................11
2.1 Difference in the influence of managers and leaders on their teams..................................11
2.2 The suitability and impact of different leadership styles in different contexts...................12
2.3 Theories and models of motivation and their application in the workplace.......................12
TASK 3..........................................................................................................................................12
3.1 Manager's responsibilities for planning, coordinating and controlling work......................12
3.2 How managers ensure that team objectives are met...........................................................12
3.3 How a manager's role contributes to the achievement of an organisation’s vision, mission
and objectives............................................................................................................................12
3.4 Theories and models of management..................................................................................13
3.5 How the application of management theories guide a manager's actions...........................13
3.6 The operational constraints imposed by budgets................................................................13
TASK 4..........................................................................................................................................13
4.1 Relationship between business objectives and performance measures...............................13
4.2 The features of a performance measurement system..........................................................13
4.3 How to set key performance indicators (KPIs)...................................................................13