Learning Outcomes and Content for Level 3

Generic Learning

PLTSTopic 1.1Independent enquirers

Principal LearningThese draft statements represent the learning outcomes expected of learners on a Level 3 Diploma in Business, Administration and Finance. There is an expectation that the knowledge required to achieve these learning outcomes will be delivered as part of the learning journey.

Theme 1: The Business Operation

Topic 1.1: Business Structure

a. Compare and contrast different forms of ownership, funding and liability in private, public and social sectors and demonstrate an understanding of their interdependency

b. Critically examine aims and objectives and business life cycle of business in the private, public and social sectors

c. Evaluate the contribution that each business function (e.g. HR, Finance, Operations, Marketing & Sales, R&D, Production) makes to the business and how they inter-relate

d. Research and assess the implications of legislation, regulation and codes of practice with which businesses and employees have to comply (e.g. health & safety, legislation surrounding the use of information and data)

Actiona. Set up a mini enterprise business and compare their business to

an existing local business.

Topic 1.2: Communication

(N.B. delivery needs to cover opportunities for reflective learning and for development of skills relating to influencing, negotiating and advocacy)

a. Evaluate the benefits to individuals and businesses of effective internal and external communication

b. Analyse the impact of ineffective internal and external communication on individuals and businesses

c. Assess and present a persuasive argument for appropriate uses of different styles (e.g. formal, informal) and methods (e.g. verbal, non-verbal, written) of communication within businesses

d. Use appropriate business language, structure and approaches to construct written documentation (e.g. reports, business proposals, business letter dealing with a complex issue such as a complaint and e-mails)

e. Demonstrate confident use of verbal and non-verbal communication skills in the working environment (i.e. face to face, on the telephone, in a group discussion, using remote communication such as video or telephone conferencing, making presentations and in situations that require negotiation, influencing and advocacy)

f. Demonstrate sensitivity to diverse audiences in all communication (e.g. cultural, religious, those with special needs)

Topic 1.3: Administration

a. Research, analyse and report on the value of effective administration processes to a business

b. Set achievable goals to meet personal, team, departmental and organisational objectives

c. Use electronic systems to plan and prioritise activitiesd. Apply administrative processes to support business functions

(e.g. information management, diary management, procuring products and services, dealing with visitors, handling mail, operating office equipment)

e. Prepare for and support meetings and assist with follow up activities

f. Use appropriate project management processes (i.e. define, plan, implement, evaluate) to run an event

Topic 1.4: Finance – Personal and Business

To include banking, insurance, building societies, supermarket finance, online banking and credit unions.

To know:

a. Explore the concept of money and explain its origin, features, forms and purpose.

b. Explore attitudes, behaviours and personal ethics towards money and where they come from. E.g. do you purchase on credit or do you save prior to purchase, gambling on fruit machines and lottery cards etc., choosing products or services based on personal ethical beliefs and the practices of financial institutions.

c. Understand and explain the need for consumers’ personal responsibility for their financial decisions and the protection available to them.

d. Understand and describe the concept of the personal life cycle and the impact of personal financial milestones on the individual. E.g. self-education, first house, starting a family, retirement etc.

e. Appreciate how external factors can impact on the individual directly and indirectly e.g. interest rates and fluctuations in currency exchange rates.

f. Investigate and understand the different activities and roles that exist within business finance and accounting e.g. audit, double entry, end of year accounts procedures etc.

g. Understand simple VAT and income tax calculations

h. Develop a basic understanding of how the stock market works

i. Understand the difference between shareholders and stakeholders and their contribution to the business.

To do:

1. Research the benefits that can be derived from different financial products and services and evaluate their contribution towards meeting goals. E.g. current and savings accounts, insurance, mortgages, foreign currency exchange, loans, credit card etc.

2. Undertake an assessment on the risk, reward and obligations

associated with selecting a particular financial product or service to solve a personal financial circumstance, particularly making the distinction between needs and wants e.g. using a credit card to make payment for a holiday.

3. Record debits and credits and make double-entry calculations.4. Produce simple financial statements, including income, balance

sheet and cash flow.5. Interpret financial reports of limited companies.

Theme 2: Technology in Business

Topic 2.1: Using IT and applying it

This topic is very much about maintaining a level of IT application skills which should have been acquired through previous learning. Learners are expected to continue to apply these skills across a range of appropriate contexts using current applications such as Microsoft Office Suite and the internet.

a. Analyse and evaluate an IT protection system (software) and procedure (user) for an existing network and recommend areas for improvements.

b. Research and evaluate the impact of legislation, regulation and codes of practice on the use of IT software applications

c. Choose and use appropriate software applications in the context of topics within the principal learning. Examples will be using Excel in accounting, PowerPoint to make presentations, Word for producing reports, correspondence etc.

It is anticipated that much of this will be covered in the Administration topic.

d. Research specialist software and evaluate how at least two software applications support the different functions of an organisation.

e. Use applications to plan, build and maintain simple websites, (intranet and internet).

Topic 2.2: The impact of ICT on Business

a. Evaluate the benefits of an online presence to an organisation

e.g. consider products and services, customer interaction, communication etc.

b. Analyse a technology enabled product, service and process and evaluate the impact of this on an organisation e.g. revenue growth, market share, customer satisfaction, positive employee culture etc.

c. Critically examine the use of IT to manage and govern a business e.g. video conferencing for board members, intranet and internet, internal and external e-briefings, virtual working etc.

Theme 3: Business & People

Topic 3.1: Customer Relations

a. Analyse the needs of internal and external customers b. Critically examine how internal customer service can impact on

external customer satisfaction c. Critically examine the psychology of customer behaviourd. Understand customer expectations and the consequences to the

business when these are not met (include customer service charters)

e. Understand the importance of developing appropriate product/service knowledge and how to use this effectively to provide customer satisfaction

f. Research laws and regulations related to customer serviceg. Assess the impact of criminal activity in a business environment

and identify the actions that businesses take to minimise these (e.g. theft, shoplifting, money laundering)

h. Demonstrate effective customer handling skills within the working environment (e.g. using persuasive techniques, establishing a negotiating position, taking account of the influence of circumstances, beliefs and feelings when dealing with customers, handling complaints, dealing with difficult customers)

Topic 3.2: Social Responsibility – Employers and Employees

a. Research laws, regulations policy and practice related to the concepts of corporate social and environmental responsibility

b. Critically examine how businesses invest in the community and the costs (financial and non-financial) and benefits associated with this investment

c. Present a business case for sustainable developmentd. Evaluate the impact, both nationally and globally, of ethical

practices on a business (e.g. on customers, strategy, market, reputation, finance)

e. Assess how businesses use external kite marks and accreditations (e.g. CSR profile, excellence awards, Investors in People) to gain competitive advantage

Topic 3.3: Success at WorkThis topic will offer young people the opportunity to develop all personal, learning and thinking skills (PLTS). It is anticipated this is delivered at any time prior to the work placement.

Should develop these learning outcomes further to incorporate all of the PLTS in this unit as this is a preparation for work?

a. Produce and present an action plan for your recruitment into the workplace (e.g. possible job roles, local industry, routes into employment, CV preparation) using all available methods including employment agencies and websites.

b. Carry out a personal skills assessment to determine strengths and areas for development. Identify the skills, knowledge, attitudes and behaviours required for the workplace and compare your assessment to provide a skills gap analysis. (E.g. initiative, self-presentation, answering the telephone, negotiation, self-motivation, flexible to change.)

c. Set goals with success criteria for both, personal development and work and present a plan on how to achieve these. Include a personal risk and reward assessment.

d. Evaluate work experiences from work placement and learning related to personal goals. Present findings to a constructive audience. Include feedback from your employer

Action1. Through a peer working group, produce a personal development

plan. Include personal goals to develop skills, attitudes, behaviours and progression into further/higher education, training and/or employment.

2. After carrying out (a) and (b) above, prepare for and take part in at least one mock interview in preparation for work or further study.

Topic 3.4: Teams, Leaders and Managers

There are many opportunities to develop PLTS e.g. team working and effective participators. This should be considered in the delivery.

a. Compare and contrast the principles of leadership and management.

b. Critically examine team dynamics and motivation and how this affects team outputs.

c. Assess an existing team dynamic of which you are a member and its ability to achieve common goals. (E.g. youth work, voluntary work, sports teams.)

d. Present an argument for the use of an effective management technique in a particular working environment. (E.g. a remote team, a customer facing team, a project team.)

e. Assess the advantages and disadvantages of being managed by at least two contrasting management styles and techniques and the implications of these on the employee.

f. Demonstrate techniques of managing conflict and dealing with difficult situations that arise when working in or managing a team

Theme 4: Business Planning

Topic 4.1: Managing Change

This topic should be delivered using case studies and real examples

a. Critically examine the internal and external factors that can lead to change in business (e.g. globalisation, compliance and regulation, merger and acquisition, organisational re-structure, eco-environmental, Political/Economic/Social/Technological)

b. Evaluate the positive and negative impact of change on a business (e.g. for the business, for a department, for a team, for individuals)

c. Use current change models and theories to critically examine individual responses to change and the impact these have on successful implementation

d. Produce a plan of action to implement change in a realistic business context and the criteria against which success will be evaluated

Topic 4.2: The Global Context

a. Use PEST to analyse the reasons why businesses now operate in a global environment

b. Analyse the benefits and pitfalls of outsourcing a business service or process to an emerging economy

c. Critically examine the importance of benchmarking business practice against world class competitors to sustain a competitive edge and how businesses do this

d. Analyse the impact of cultural differences on the way that businesses operate and how this would affect business interaction

Topic 4.3: Enterprise and InnovationTo be completed by Expert Group

We would welcome your feedback on the above draft. Please return your comments to:Heather Taylor, Financial Services Skills Council, 51 Gresham Street, London EC2V, 7HQ, or email heather.taylor@fssc.org.uk