NVQ ERR WORKBOOK
Business Skills
Apprenticeship Frameworks:
Business & Administration
Contact Centre
Customer Service
Marketing & Communication
Sales & Telesales
Team Leading & Management
Induction (ERR) Workbook
December 2010
CfA
6 Graphite Square
Vauxhall Walk
London SE11 5EE info@cfa.uk.com Tel: 020 7091 9620
Fax: 020 7091 7340 www.cfa.uk.com CONTENTS Welcome and Introduction
PAGE
How to use this Workbook
4
1
Statutory Rights and Responsibilities
1.1 Contracts of Employment
1.2 Anti-Discrimination
1.3 Age Discrimination
1.4 Disability Discrimination
1.5 Working Hours, Rest Breaks and Holiday Entitlements
1.6 Maternity/Paternity, Parental and Adoption Leave
1.7 Absence and Sickness
1.8 Data Protection and Access to Personal Information
1.9 Health and Safety
2
Procedures and Documents in your Organisation
2.1 Contracts of Employment
2.2 Anti- Discrimination
2.3 Working Hours and Holiday Entitlement
2.4 Sickness Absence and Sick Pay
2.5 Data Protection
2.6 Health and Safety
3 Sources of Information and Advice 3.1 Internal Sources 3.2 External Sources
4 About your Occupation and Organisation 5 Occupations and Career Pathways 6 Representative Bodies 6.1 Representation
©2010 CfA
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7. Evidence Record Form Checklist 8. Useful Addresses/ Contacts
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9 Glossary of Terms
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PAGE 2
Dear Learner
Welcome to the Apprenticeship programme. You have joined one of the most successful programmes in the UK. Business skills are pivotal to any organisation and the success of every business relies on the skills of its employees.
This may be the first time you access training other than full-time education. The first part of your training teaches you about company
Apprenticeship Frameworks:
Business & Administration
Contact Centre
Customer Service
Marketing & Communication
Sales & Telesales
Team Leading & Management
Induction (ERR) Workbook
December 2010
CfA
6 Graphite Square
Vauxhall Walk
London SE11 5EE info@cfa.uk.com Tel: 020 7091 9620
Fax: 020 7091 7340 www.cfa.uk.com CONTENTS Welcome and Introduction
PAGE
How to use this Workbook
4
1
Statutory Rights and Responsibilities
1.1 Contracts of Employment
1.2 Anti-Discrimination
1.3 Age Discrimination
1.4 Disability Discrimination
1.5 Working Hours, Rest Breaks and Holiday Entitlements
1.6 Maternity/Paternity, Parental and Adoption Leave
1.7 Absence and Sickness
1.8 Data Protection and Access to Personal Information
1.9 Health and Safety
2
Procedures and Documents in your Organisation
2.1 Contracts of Employment
2.2 Anti- Discrimination
2.3 Working Hours and Holiday Entitlement
2.4 Sickness Absence and Sick Pay
2.5 Data Protection
2.6 Health and Safety
3 Sources of Information and Advice 3.1 Internal Sources 3.2 External Sources
4 About your Occupation and Organisation 5 Occupations and Career Pathways 6 Representative Bodies 6.1 Representation
©2010 CfA
3
5
5
8
11
12
13
16
18
19
20
21
21
21
22
22
23
24
25
25
25
26
28
29
29
7. Evidence Record Form Checklist 8. Useful Addresses/ Contacts
31
9 Glossary of Terms
38
34
PAGE 2
Dear Learner
Welcome to the Apprenticeship programme. You have joined one of the most successful programmes in the UK. Business skills are pivotal to any organisation and the success of every business relies on the skills of its employees.
This may be the first time you access training other than full-time education. The first part of your training teaches you about company