Tda 2.2 - 1843 Words

TDA 2.2 Task 1 1.1 * Identify the current legislation, guidelines, policies and procedures for safeguarding the welfare of children and young people, including e-safety. These are as follows Children’s act 1989/2004 Education act 2002 ECM/EYFS E safety 2008 Human rights act Equal opportunities act Safeguarding Health and safety Disability Discrimination act/ SENDA 1.2 * Describe the roles of different agencies involved in safeguarding the welfare of children and young people. Social services- They work in partnership with families and other agencies. When a concern is raised about a child they can carry out assessments. Meet and conduct interviews with the child and family members. Liaise with and gather other information from†¦show more content†¦There are risks of sexual or emotional abuse when using modern technologies. The most common risks are giving out personal information about themselves. Accessing inappropriate information, often accidentally when innocent words are put into search engines. Consequences of sharing personal information- children often put personal information about themselves on social networking sites etc. This makes them easy to be identified. Information such as addresses, phone numbers and photographs. This can make them easy targets for adults who want to exploit them by building friendships with children online with an intention of meeting them (grooming). They could encourage children to engage in the conversations of a sexual nature. Taking and/or distributing photos using the internet. Risks of accessing inappropriate information. There is a high risk of children accidentally accessing inappropriate or even pornographic materials, when searching for information online. Children and young people must be supervised when using computers in school to minimise the risks even though the computers may have firewalls already in place. Its essential children are aware of the risks and of ways to protect themselves. They should also know how to report things they may come across. 3.3 * Describe the actions to take in response to evidence or concerns that a child or young person had been abused, harmed (including self-harm) or bullied, or may be at risk fromShow MoreRelatedTda 2.2 2.12437 Words   |  10 Pagesneed to be treated in an intensive care unit (ICU). If the antibiotics work well, a child or young person should spend about a week in hospital, or maybe less. But if you are severely ill you may need to stay in hospital for weeks or even months. | 2.2 Actions taken when children or young people are ill or injured * Should a person become ill or require first aid, it is important that everyone knows what to do. There are telephones situated outside classrooms, which have a direct line to the officeRead MoreTda 2.2 Safeguarding the Welfare of Children and Young People2049 Words   |  9 PagesLorraine Bale TDA 2.2 Safeguarding the welfare of children and young people 1.1 United Nations convention protection of children’s act- when was the 1st legislation impacted. It was drawn up in 1989, but the United Kingdom decided on 16th December 1991 formally agreed to make sure that every child has the same rights listed in the convention. Signed 20th November 1989 Location New York Effective 2nd September 1990 Condition 20 ratifications Signatories 140 Parties 194 Depositary UN secretary generalRead MoreTda 2.2 Childcare Nvq Level 21248 Words   |  5 PagesTDA 2.2 Safeguarding the welfare of children and young people Different agencies involved in safeguarding the welfare of children and young people and their roles: †¢ Local safeguarding children board- they look into the death of children who have been abused or neglected. And how different professionals/agencies have dealt with it. †¢ General practitioner- Can refer to necessary agencies i.e. social services/police and they provide a report for child protection conference. †¢ National society forRead MoreTda 2.2 Safeguarding the Welfare of Children and Young People2112 Words   |  9 PagesTDA 2.2: Safeguarding the Welfare of Children and Young People. L.O 1 1.1. Identify current legislation, guidelines, policies and procedures for safeguarding the welfare of children and young people. All children have the right to be kept safe and looked after. The United Nations Convention on the rights of a child (1989) is a treaty that sets out the rights and freedoms of all children in a set of 54 articles. Children’s Act 1989: Identifies the responsibilities of parents and professionals whoRead MoreTda 2.2: Safeguarding the Welfare of Children and Young People2348 Words   |  10 PagesTDA 2.2: safeguarding the welfare of children and young people 1.1 Safeguarding legislations: ï‚ § Health and safety policy ï‚ § Healthy and safety at work act (1974) ï‚ § Every child matters framework (covered on page 20) ï‚ § Working together to safeguard children (2006 and 2010) ï‚ § Safeguarding policy ï‚ § Children act (1989 and 2004) ï‚ § Child protection policy ï‚ § E-safety Children Act: The Children’s Act came in to force in 1989 and was drafted complement the Human Rights Act but be specific to childrenRead MoreTda 2.2 Safeguarding the Welfare of Children and Young People.2245 Words   |  9 PagesTDA 2.2 Safeguarding the welfare of children and young people. Introduction Safeguarding the welfare of children and young people is a high priority in the workplace, and certain actions and procedures must be followed to ensure the safety of all children, both inside and outside of school. There are several different areas that must be addressed when considering safeguarding the welfare of children and young people, both within the school environment and the home environment. TDA 2Read Moretda 2.2 safeguarding the welfare of children and young people6393 Words   |  26 PagesTDA 2.2: Safeguarding the welfare of children and young people 1. Know about the legislation, guidelines, policies and procedures for safeguarding the welfare of children and young people including e-safety. To be able to understand what ‘safeguarding’ means you must first understand what ‘child protection’ is. Child Protection = is the process of protecting children/young people who are suffering or who is at risk of suffering significant harm as a result of abuse or neglect. Read MoreTda 2.2 Safeguarding the Welfare of Children and Young People. -3.1 Identify the Characteristics of Different Types of Child Abuse.1634 Words   |  7 Pages-3.1 Identify the characteristics of different types of child abuse. There are four categories of abuse: - Physical, Neglect, Emotional and sexual. Physical Abuse Physical abuse is the intentional deliberate use of physical force or violence to hurt or injure a child. It may include slapping, punching, pulling hair, hitting, beating with objects, burning with cigarettes/cooker rings, scalding, shaking, biting, squeezing, cutting, throwing, poisoning, attempting to suffocate/drown or giving inappropriateRead MoreEssay on Child and Young Person Development1179 Words   |  5 PagesAssessment Task – TDA 2.1 Child and Young Person Development Task 2 2.1. Describe with examples the kinds of influences that affect children and young people’s development, including: * Background * Health * Environment Background Children will come from a diverse range of backgrounds including family environments, cultures and circumstances. A child is at school from a very young age to late teens and during this time many families will go through significant changes,Read MoreTDA 3.2 organisation in schools Essay3183 Words   |  13 Pages Level Credit 1 F/601/3327 TDA 3.1 Communication and professional relationships with children, young people and adults Knowledge skill 3 2 2 A/601/3326 TDA 3.2 Schools as organisations Knowledge 3 3 3 F/601/4073 TDA 3.3 Support learning activities Knowledge skill 3 4 4 A/601/4069 TDA 3.4 Promote children and young people’s positive behaviour Knowledge skill 3 3 5 H/601/4065 TDA 3.5 Develop professional relationships

Deliver and Monitor a Service to Customers Essay Sample free essay sample

Welcome to the unit Deliver and supervise a service to clients ( BSBCUS301A ) . Work through the information to larn about:* maintaining an oculus on client demands* presenting service to clients* supervising the quality of service that employees present to clients * reexamining customers’ satisfaction and proposing ways to better the quality of service. Knowing your clients Customers can be described as external and internal clients. Your administration may hold corporate clients and single members of the public – external clients. In a messenger concern. external clients are the people who request the bringing of their goods and the people who are having the delivered goods. Internal clients may be others in the administration. For illustration. response. gross revenues. drivers. supervisors. It is your duty to utilize appropriate interpersonal accomplishments to place and clear up what all your clients need and to follow your organisation’s demands when covering with clients. For illustration. what is your organisation’s outlook in respects to payment and bringing options. OHS. anti–discrimination? Meet client demands To guarantee you can present great service to your clients you need to: * find the urgency of the customer’s needs so you can prioritize the service you offer * usage effectual communicating * place any restrictions to run intoing a customer’s demands and seek aid from the nominative people * set precedences based on the customer’s demand for urgency. Click on each check on the right to read approximately good pattern for presenting client service. When you have finished. click Next to go on. Determine urgencyTo guarantee you can outdo run into the demands of your clients you need to work out how pressing their demands are. When you have assessed how pressing the petition is you can prioritize the services you are supplying. Most administrations have their ain policies and processs for covering with pressing petitions. Organizational policies and processs might include: * payment andbringing options * replacing and refund policies* pricing and price reduction processs.For illustration. where a client might be annoyed because they want to return something that you don’t believe is appropriate. you can mention to your organisation’s refund policy to back up your grounds. Equally good as sing your organisation’s policies and processs when measuring urgency. you besides need to let for any relevant statute law from all degrees of authorities. These might be: * anti-discrimination statute law * ethical rules* codifications of pattern* privateness Torahs* occupational wellness A ; safety ( OHS )* fiscal statute law.Effective communicatingWhether you work in a call Centre. an accountant’s house or a Centrelink office you should be able to explicate to all your clients how your administration can run into their demands. You can make this with effectual communicating. Taking the clip to inform clients about what you can and can’t do for them makes for great client service. It: * shows your involvement in their demands * strengthens and physiques relationships* demonstrates you are seeking to understand and appreciate the demands and force per unit areas on your clients. In add-on to oppugning and active hearing accomplishments. you need the undermentioned communicating accomplishments to inform and help clients with their options: * giving clients full attending. for illustration. instantly stoping a conversation with a work mate when a client makes an enquiry * keeping oculus contact. except where oculus contact may be culturally inappropriate. for illustration. to do direct eye-contact with Maoris. particularly the male during a conversation may be considered inappropriate * talking clearly and briefly. particularly if you are pass oning with a client via telephone * utilizing active hearing techniques. for illustration. summarising or repeating the customer’s petition * utilizing appropriate linguistic communication and tone of voice. for illustration. explicating a complex construct and non sounding superior * utilizing clear written information/communication * utilizing non-verbal communicating. for illustration organic structure linguistic communication. personal presentation ( for face-to-face interactions ) . Provide prompt service Excellent client service is achieved when employees combine their good interpersonal accomplishments with good merchandise. policy and systems cognition. In today’s concern universe. clients expect prompt service. The rapid proviso of client service is indispensable in go toing to customers’ demands. Customers may understand they need to wait if they can see that you are busy functioning person else. However. this apprehension does non widen to you chew the fating to other staff. go oning with an unrelated undertaking or covering with. for illustration. one of your gross revenues representatives. Your administration will hold policies and processs that impact your bringing of service to clients. Pricing and price reduction policy Your administration may hold a policy on pricing and price reduction that will assist you reply customers’ inquiries about the monetary value of a merchandise. This policy can steer you when a client has a different position to your administration about what they think the monetary value or price reduction of a merchandise or service should be. You can mention to the policy and be confident that your account to the client is just. sensible and is stated company policy. Pricing varies in different state of affairss. for illustration. recommended retail monetary value ( RRP ) . trade-ins. particular publicities. Discounts may include. price reductions for hard currency. prompt payment price reductions. grant cards including senior citizens and pupil cards. Payment and bringing processs Organizational demands such as pricing policies and bringing options will supply counsel to supplying a prompt service. For illustration. if you have a client who is inquiring for a bringing to be made on a clearway in peak hr – because this is the best clip for them to have their goods – you can confidently back up your ground for non holding to this by mentioning to the policy. Building resonance Rapport can be defined as edifice relationships. particularly 1s of common trust and shared apprehension. Long-run relationships with clients are extremely valuable. One of the best ways to promote long-run relationships is to set up and keep proper resonance with clients. Constructing a resonance with your clients will enable you to finish a continued quality client service. Constructing resonance with clients When constructing resonance with clients. focal point on the followers. * Your personal visual aspect – are you suitably dressed for the work you do? * Your personal hygiene – is your hair clean and tidy? * The linguistic communication you use with clients – is the manner you speak suited for the client? For illustration. you may necessitate to alter the manner you speak to kids or the aged. * Concentrating on what the client demands and their outlooks – non forcing your personal sentiment when it is non required. There are marks you may detect bespeaking you have a good resonance with a client. For illustration: * the conversation flows easy * you both speak at a similar velocity and tone* the client asks you inquiries* the client appears interested in what you are stating* the customer’s organic structure linguistic communication is relaxed.Managing ailmentsAilments are a world for any concern. Your administration should hold a program to have ailments and processs on how to cover with them. Good client service will take a ailment and turn it into a positive result. Customer ailments may include: * administrative mistakes such as wrong bills or monetary values * client satisfaction with service quality* damaged goods or goods non delivered* bringing mistakes* merchandise non delivered on clip* service mistakes* warehouse or shop room mistakes such as wrong merchandise delivered. Most concerns have policies and processs for the handling of client ailments. If you are non familiar with these. cheque with your supervisor to happen out what they are. Or chink on the resources button to read a sample policy and process for covering with ailments. Make certain you understand these demands and use them whenever you encounter a client with a ailment. Tips for managing client ailmentsKeep the followers in head when managing client ailments. * Take the ailment professionally. non personally. The client is kicking to you as a representative of your administration. non knocking you personally. * Recognise that you can act upon your customer’s behavior. * Focus on the issue. non the mode in which the client is showing their ailment. * Always remain polite and gracious. avoid utilizing inflammatory or affectional linguistic communication. * If you blame the client or do alibis. the client will respond in the same manner. * If you stay unagitated and in control. the client is more likely to experience more confident in your ability to manage the job. Customers with particular demands Every concern has clients with specific demands and most of them cover with these demands on an single footing. Knowing how to cover with these demands is an of import facet of your occupation. Customers with specific demands may include people: * of a specific age* with different beliefs or values* from different civilizations* with disablements* with peculiar demands associating to gender* from non–English speech production backgrounds* with specific religious/spiritual observations.AgeMake certain the degree of client service is appropriate for the age of the client. For illustration. you may necessitate to be patient when covering with immature kids or the aged. Provide simple booklets that people can take away to see and fix their inquiries and petitions. Examples: Chemists supplying chairs for clients waiting on prescriptions is a good illustration of client service for the aged. Culture Most workplaces are culturally diverse. associating to colleagues can be disputing. It’s of import to admit different imposts with understanding. instead than sing them as strange or violative. The key is to handle all clients with regard. Cultural differences can sometimes take to misconstruing in the workplace. Misinterpretations can happen around the simplest things. such as. nutrient. salutations. gestures. facial looks. oculus contact. If you are diffident about the difference in pass oning with people from other civilizations. there are experts who can rede you. Disabilities Tips for working with people with disablements.* Ask people if they need anything to do the procedure more effectual or easier for them. * If you think a individual needs aid. ever inquire before assisting them. * Don’t do premises about a person’s abilities. They are the best justice of what they can or can non make. * If you are working with a individual who has a developmental disablement. usage clear sentences. simple words. and concrete constructs. Remember. Mistakes are human. merely be willing to larn from them. Language When covering with any individual. it is of import to recognize troubles they may hold in understanding you and the message you are conveying. Some techniques for clearer communicating include: * speech production easy * utilizing short. simple sentences* summarizing* avoiding slang. slang. gags. sarcasm or irony* showing when giving accounts* avoiding dual negatives* demoing understanding and forbearance. ReligionAn apprehension of spiritual patterns and beliefs will help you when working with clients who follow specific religious/spiritual traditions. It is of import to admit single demands and penchants and non presume that all people who speak the same linguistic communication pattern the same faith. or that all people following the same faith pattern the same rites or portion the same beliefs. It is of import to accept that these differences exist and to accept their continued being. Identify chances Always be on the expression out for chances to advance and better services to your clients. Opportunities to advance a service can be seen as a value attention deficit disorder and while it is a good thing to maximize any client gross revenues chance. non all gross revenues contacts provide an gap to advance the concern. Opportunities might include: * widening clip lines for payment of services* packaging processs – proposing environmental packaging options * processs for bringing of goods – offering cheaper or faster options * altering the manner you greet clients* returns policy – guaranting the client is cognizant of and to the full understands the returns policy before they purchase. Different ways to advance your merchandises and service might include: * being to the full cognizant of all the services and/or merchandises that your concern offers so you can rapidly and confidently answer customers’ inquiries * holding notices that relate to normally asked inquiries about your merchandise or service* supplying information sheets explicating your cardinal merchandises and services* take parting in local community activities such as school feasts.When placing chances to heighten the quality of service and merchandises. do certain you do this within your organisation’s demands. Evidence of client satisfactionTo better service bringing an administration needs to cognize what their clients think of the service and/or the merchandises they provide. By garnering this information they can place what works. what doesn’t work and what needs to be improved. To guarantee you don’t make unneeded alterations or – in fact – alterations that your clients don’t want. it is of import to garner informations from dependable beginnings that can be verified. Verifiable grounds is information that can be confirmed that it represents the positions of existent clients. Customer satisfaction studies Customer satisfaction studies are a good manner to garner verifiable grounds. Surveies can be done via phone. online or paper-based mail outs. They provide direct feedback from clients and can be designed to garner specific informations. Audit certification and studies This is a more formal attack to garnering verifiable informations. where client remarks are captured. recorded and analysed. Returned goods By look intoing why the goods were returned provides dependable information about merchandise quality. Lapsed clientsAsking clients why they have non returned and what – if anything – would promote them to return. can supply direct feedback about how a concern is executing. Service calls Service calls aid to understand where betterments can be made to a peculiar service or merchandise. AilmentsRecording and analyzing ailments is a good manner to garner grounds about service bringing and merchandise quality. Enhancing qualityGathering grounds from clients about how an administration is traveling has no value if it is non followed up and alterations made based on the client feedback. Customers ( and employees ) become disillusioned if their feedback is ignored. Product and service quality may be improved by doing alterations in the undermentioned countries: * pass oning with clients * pricing* bringing methods* quality of stuffs.For all facets of client service your administration will hold demands in topographic point that must be met. This includes the manner you gather grounds and how you so place chances to heighten quality. Organizational demands Organizational demands may include the policies around: * entree and equity rules and pattern. could supply guidelines to what level the service you provide to clients is to be delivered equitably * defined resource parametric quantities. for illustration. bounds on how many goods you can transport in one container * pricing and price reduction – will supply the guidelines as to how much flexibleness you have in respects to replacement and returning goods * quality and uninterrupted betterment – would supply the minimal criterions you are expected to run into when serving your clients * replacing and refund – will supply the guidelines as to how much flexibleness you have in respects to replacement and returning goods * anti-discrimination– will supply advice on fixing advertisement and promotional stuff. Monitor service bringing processs Organizational policies and processs are in topographic point to guarantee that the service it delivers is effectual and suited for its clients. Service that may be effectual and suited for one administration may be inappropriate in another. Procedures are created specifically to an organisation’s demands and to run into the demands of their client base. Procedures should be on a regular basis updated based on the client feedback it receives. It is of import to on a regular basis supervise the manner you deliver your service because: * clients value it – it shows that an administration is actively analyzing how efficaciously they are working * outlooks change – what clients accepted in 2008 may non be acceptable in 2012 * staff alteration – has the quality or manner of service been effected by staff turnover? Applying alteration may non be easy or even possible nevertheless clients will appreciate that you are supervising what you do and are reacting to th eir feedback. Bettering merchandise and service A key to an organisation’s success is to regularly seek client feedback and utilize it to better their merchandises and services. Feedback is any remark about any facet of a concern. It can be negative or positive. Gathering feedback may informal – a client doing a insouciant remark or formal – a study. However. it is non sufficient to garner feedback and non make anything with it. All feedback should be analysed and actioned where possible to better your merchandises and services. Feedback can be sought in many ways. for illustration: * studies – via phone. mail–outs or finishing a short questionnaire at the clip of the interaction * following up with clients at a designated clip after the interaction * seeking remarks from clients instantly after any interaction. Modifying merchandises and services Decisions to modify merchandises or services should be based on verifiable grounds reflecting client feedback and meeting organizational demands. Examples of how merchandises or services may be modified based on client feedback include: * altering the manner you communicate with clients * changing gap times* altering bringing options* modifying packaging.Reporting recommendationsWhen a alteration is being initiated for a critical facet within an administration it is likely a study will be presented to staff and where relevant. to clients. You may be involved in the readying of a study. Ensure studies are clear. detailed and contain recommendations focused on critical facets of service bringing. When you are involved in describing about your organisation’s service bringing you need to do certain that the studies are clear. detailed and have recommendations to better the of import characteristics of the service your administration delivers. The study will be based on verifiable grounds that is. grounds you know to be true.