Overview
The ILM Level 2 units are
concise qualifications designed to give learners a basic
knowledge of the various roles, functions and responsibilities
in customer service and business communication.
Qualification
To earn the ILM Level 2 Award in Leadership & Team Skills,
candidates must pass practical assessments (one
mandatory) with a total of 3 credits.
In addition, each unit also counts as
credit towards the Full Qualification of the
Level 2
Certificate in Leadership & Team Skills.
Target Audience
Practicing or aspiring supervisors who wish to develop
team leading skills.
Prerequisites
There are no formal entry requirements, but participants
will normally be either practicing or aspiring team leaders or
supervisors with the opportunity to meet the assessment demands,
and have a background that will enable them to benefit from the
program.
International Curriculum
Official ILM
Curriculum, Institute of Leadership & Management
About ILM
The Institute of Leadership and Management is Europe's leading
awarding body for leadership and management qualifications. More
people in the UK gain leadership and management qualifications
with ILM than from all other awarding bodies in the UK combined.
ILM qualifications bring about practical benefits because they
focus on improvement – improvement of leaders and managers in
their roles, improvement in the teams they lead and in the
products and services they provide, and improvements in
organizations and the way they operate.
*Please note: ILM Vocationally Related Qualifications (VRQs) are
part of the Qualifications and Credit Framework applicable in
England, Wales and Northern Ireland, providing successful
candidates with transferable qualification credit.
Track Contents: (Minimum 3 Credits)
ILM L2 MANAGING YOURSELF
ILM # 8000-269
7 hrs, 1 Credit
SECTION 1 PALNNING YOUR OWN WORK TOACCOMPLISH PERSONAL AND TEAM
OBJECTIVES
1. Organizing yourself
2. Finding the right objectives
3. Planning your own work
4. Team plans
SECTION 2 MANAGING YOUR STRESS EFFECTIVELY
1. Stress
2. What is stress?
3. Causes of stress
4. The signs and symptoms of stress
5. The build up of stress
6. Other factors
ILM L2 MEETING CUSTOMER NEEDS
ILM # 8000-255
7 hrs, 2 Credit
SECTION 1 UNDERSTANDING CUSTOMER CARE AND ITS BENEFITS
1. Fulfilling customer requirements
2. How is your organization doing?
3. Getting it right
4. Team purpose analysis
5. The quality improvement cycle
SECTIN 2 UNDERSTANDING AND MEETING CUSTOMER NEEDS
1. Key performance indicators
2. Data collection
3. Data protection
4. Personal data
5. analyzing figures and presenting information
6. Presenting frequencies
7. Using charts and graphs
8. Questionnaires
ILM L2 WORKING WITH CUSTOMERS LEGALLY
ILM # 8000-271
4.5 hrs, 1 Credit
SECTION 1 UNDERSTANDING THE LEGAL FRAMEWORK OF CUSTOMER
RELATIONS
1. Customers rights
2. Consumer protection and the law
3. Sale of Goods act
4. The supply of goods and service act
5. The consumer protection act
6. Trade description act
7. The consumer protection (distance selling) regulations
8. Contracts
9. Data protection
SECTION 2 RESOLVING CUSTOMER RELATIONS ISSUES
1. Complaints
2. How to ‘cool off’ an anger caller
3. Handling abusive customers
4. Handling profanity
5. Other information you should know about
ILM L2 WORKPLACE COMMUNICATION
ILM # 8000-265
5 hrs, 1 Credit
SECTION 1 UNDERSTANDING THE CONTEXT OF COMMUNICATION
1. Effective communication
2. The objectives of communication
3. Stages in communication process
4. Audience
5. Barriers to communication
6. Overcoming the barriers
SECTION 2 DEVELOPING EFFECTIVE COMMUNICATION SKILLS
1. Choosing a method for communicating
2. General methods of communication
3. The difficulties of language
4. Body language
SECTION 3 ENSURING APPROPRIATE RECORD KEEPING
1. Keeping records
2. Verbal communication
ILM L2 BRIEFING THE WORK TEAM
ILM # 8000-264
4.5 hrs, 1 Credit
SECTION 1 UNDERSTANDING THE ESSENTIAL ELEMENTS OF A SUCCESSFUL
TEAM BRIEFING
1. Briefing the team
2. Benefits and features of team briefing
3. Team briefing feedback
SECTION 2 DELIVERING A SUCCESSFUL TEAM BRIEFING
1. Delivering the brief
2. Presenting information
3. Brainstorming
4. The spider effect
5. Traits of a good presenter
6. Checking the team understanding
SECTION 3 USING TOOLS FOR SUCCESSFUL TEAM BRIEFINGS
1. Presentation skills
2. How
3. Your notes
4. Visual aids
5. Dealing with questions
6. An action plan