Course Catalogue - Upskill People · 12.54 An Introduction to Selling and Service (from NRF) 188...

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Course CatalogueWe are the retail and hospitality experts We help your team shine

Retail & hospitalitye-learning made simple


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Hospitality Series 13

1.1 Hospitality Induction 14

1.1.1 You got the job! 14

1.1.2 Just Before You Start 14

1.1.3 Day 1 15

1.1.4 One Week In 15

1.1.5 A Few Weeks In 15

1.2 Welcome to Hospitality 16

1.3 Personal Essentials 16

1.4 Health and Safety Essentials 17

1.5 Health and Safety Plus 18

1.6 Health and Safety Essentials Plus 19

1.7 Fire Safety Essentials 19

1.8 First Aid Refresher 20

1.9 LPG - Need to Know 20

1.10 Display Screen Equipment 21

1.11 Violence and Aggression at Work 22

1.12 Food Hygiene Essentials 22

1.13 Food Allergens and the Law 23

1.14 Food Hygiene Plus 24

1.15 Acrylamide Awareness 25

1.16 Think 21 Alcohol Sales 26

1.17 Alcohol Plus 27

1.18 Award for Personal Licence Holder Briefings 28

1.19 Drug Awareness in Licensed Premises 30

1.20 Equality Essentials 31

1.21 Modern Slavery Essentials 31

1.22 Anti-Bribery Awareness 32

1.23 Immigration Essentials 32

1.24 PCI Essentials 33

1.25 Data Security and Protection Essentials 34

1.26 Airport Security Essentials 34

1.27 Preventing Terrorism and Dealing with Bomb Threats 35

1.28 Bed Bugs 36



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1.29 Legionella Awareness 36

1.30 Asbestos Awareness Essentials 37

1.31 Managing Health and Safety 38

1.32 Managing Food Hygiene 40

1.33 Equality for Managers 42

1.34 Asbestos Awareness for Managers 42

1.35 Food Sales and Service Essentials 43

1.36 Food Sales and Service Skills 43

1.37 Counter Food Sales and Service Essentials 44

1.38 Serving Customers with Hearing Loss 44

1.39 Clear Communication 45

1.40 Cellar Management Skills 46

1.41 Cask Ale 46

1.42 Cider and Perry 47

1.43 Whisky 47

1.44 Gin 48

1.45 Vodka 48

1.46 Red Wine 49

1.47 White Wine 49

1.48 Sparkling Wine 50

1.49 Essential Cocktails 51

Retail Series 53

2.1 Retail Induction 54

2.1.1 You got the job! 54

2.1.2 Just Before You Start 54

2.1.3 Day 1 55

2.1.4 One Week In 55

2.1.5 A Few Weeks In 55

2.2 Welcome to Retail 56

2.3 Personal Essentials 56

2.4 Health and Safety Essentials 57

2.5 Health and Safety Plus 58

2.6 Health and Safety Essentials Plus 59

2.7 Fire Safety Essentials 59

2.8 First Aid Refresher 60

2.9 Display Screen Equipment 60

2.10 Violence and Aggression at Work 61

2.11 Consumer Law and Food Safety 62

2.12 Food Hygiene Essentials 62

2.13 Food Allergens and the Law 63

2.14 Food Hygiene Plus 64

2.15 Acrylamide Awareness 65

2.16 Age Restricted Sales 66

2.17 Challenge 25 Alcohol Sales 66

2.18 Alcohol Plus 67

2.19 Award for Personal Licence Holder Briefings 68

2.20 Drug Awareness in Licensed Premises 69

2.21 Challenge 25 Tobacco Sales 69

2.22 Adult Gaming Centres 70

2.23 Fuel Safety Essentials 71

2.24 Forecourt Competent Person 71

2.25 Equality Essentials 72

2.26 Anti-Bribery Awareness 72

2.27 Immigration Essentials 73

2.28 Security Essentials 74

2.29 Managing Stock 74

2.30 PCI Essentials 75

2.31 Data Security and Protection Essentials 76

2.32 Preventing Terrorism and Dealing with Bomb Threats 76

2.33 Asbestos Awareness Essentials 78

2.34 Managing Health and Safety 78

2.35 Managing Food Hygiene 79

2.36 Equality for Managers 79

2.37 Asbestos Awareness for Managers 80

2.38 Sales and Service Essentials 80

2.39 Sales and Service Essentials - Compact 81

2.40 Counter Food Sales and Service Essentials 81

2.41 Sales and Service Challenge 82



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2.42 Clear Communication 82

2.43 Serving Customers with Hearing Loss 83

2.44 Effective Merchandising 84

2.45 Visual Merchandising Skills 84

2.46 Fresh Produce 85

2.47 Perfect Serve Series 86

Funeral Series 89

3.1 Welcome to Funeral 90

3.2 Funeral Personal Essentials 90

3.3 Funeral Health and Safety Essentials 91

3.4 Funeral Fire Safety Essentials 92

3.5 Funeral Security Essentials 93

3.6 Identification of the Deceased 93

3.7 Care and Preparation of the Deceased 94

Managing People Series 96

Series benefits 97

Series features 97

Series overview 98

Characters 99

4.1 Preparation 100

4.2 Wellbeing 101

4.3 Recruitment 102

4.4 Induction 104

4.5 Coaching & Performance Management 105

4.6 Appraisals 107

4.7 Managing Talent 108

Managing People - Mastery Checks 110

Overview 110

4.8 Preparation - Mastery Check 110

4.9 Wellbeing - Mastery Check 110

4.10 Recruitment - Mastery Check 111

4.11 Induction - Mastery Check 112

4.12 Coaching & Performance - Mastery Check 112

4.13 Appraisals - Mastery Check 113

4.14 Managing Talent - Mastery Check 113

Contact Centre Series 115

5.1 Communicating Effectively by Phone 116

5.2 Delighting Your Customer 116

5.3 Call Complaint Handling 117

5.4 Preparing and Opening Your Call 117

5.5 Answering Your Customers’ Needs 118

5.6 Closing Your Sale 119

Key Skills 121

6.1 Working with Others 122

6.2 Communication 122

6.3 Problem Solving 123

6.4 Your Learning and Performance 124

6.5 You 124

Star Quality Hospitality Training 127

7.1 Delivering a Star Quality Experience – Introduction 128

7.2 Resources 128

7.3 Response 129

7.4 Rapport 129

7.5 Refine 130

7.6 Review 130

7.7 Retain 131

7.8 Return 131

Star Quality Hospitality Training for Restaurants 133

8.1 Star Quality Restaurant Experience – Introduction 134

8.2 Star Quality Restaurant Experience –Resources 134

8.3 Star Quality Restaurant Experience –Response 135

8.4 Star Quality Restaurant Experience –Rapport 135

8.5 Star Quality Restaurant Experience –Refine 136

8.6 Star Quality Restaurant Experience –Review 136

8.7 Star Quality Restaurant Experience –Retain 137



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8.8 Star Quality Restaurant Experience –Return 137

Umbrella Training 139

9.1 Dealing with Customer Incidents, Issues and Complaints 140

9.2 Effective Communication Skills 141

9.3 Telephone Techniques 142

9.4 My Rights as an Apprentice 143

9.5 Pest Control 144

9.6 Principles of 1st Line Supervision 145

9.7 Consumer Laws and Legislation 146

9.8 Environmental Solutions 146

Co-operative College 149

10.1 What is a Co-op? 150

10.2 Membership Engagement 150

10.3 Good Governance 152

10.4 Roles and Responsibilities of Directors 153

10.5 Monitoring Co-operative Performance 154

Mind in Haringey Courses 157

11.1 Managing Mental Health 158

11.2 What is Mental Health? 158

11.3 Your Wellbeing 158

11.4 Understanding Depression 159

11.5 Anxiety and Anxiety Disorders 159

11.6 Let’s Talk About Stress 159

Martec International Courses 161

12.1 Allocation and Replenishment 162

12.2 Buying and Merchandising 162

12.3 Forecasting 163

12.4 Merchandise and Assortment Planning 163

12.5 Sales and Inventory Management 163

12.6 Retail Math (from Mindedge) 164

12.7 Impulse Merchandising (from RetailTraining.com) 164

12.8 Merchandising Basics (from RetailTraining.com) 165

12.9 Merchandising (from NRF) 165

12.10 Buying, Category and Merchandise Management 166

12.11 Building a Business Case and ROI 166

12.12 Developing the Sales Plan 167

12.13 E-commerce 167

12.14 Fundamentals of Retail Suite 168

12.15 Introduction to Store Operations 169

12.16 Negotiating with Retailers 169

12.17 Overview of Key Retail Processes 170

12.18 Retail Background and Trends 170

12.19 Retail Financials 170

12.20 Retail IT Architecture 171

12.21 Retail Key Performance Indicators 171

12.22 Retail Marketing 172

12.23 Retail Organisation 172

12.24 Retail Solution Selling Suite 172

12.25 Solution Chains 173

12.26 Solution Selling vs Product Selling 173

12.27 Target Account Analysis and Research 174

FINANCE 174

12.28 Retail Math (from Mindedge) 174

12.29 Introduction to Retail Finance (from RetailTraining.com) 175

12.30 Profit and Loss: The Botton Line (from RetailTraining.com) 176

12.31 Principles of Financial Reporting (from NRF) 176

SALES AND SERVICE 177

12.32 An Introduction to Selling and Service (from NRF) 177

12.33 Customer Service Essentials (from You Achieve) 177

On completing this course you will learn: 178

12.34 Selling Essentials (from You Achieve) 178

12.35 Appearance and Attitude (from RetailTraining.com) 178

12.36 Becoming a FAB-ulous Sales Associate (from RetailTraining.com) 179

12.37 Big Ticket Sales (from RetailTraining.com) 179

12.38 Cashier Service Basics (from RetailTraining.com) 180

12.39 Consultative Selling (from RetailTraining.com) 180

12.40 Demonstrative Selling (from RetailTraining.com) 181

12.41 Greeting Customers (from RetailTraining.com) 182



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12.42 Introduction to Professional Selling (from RetailTraining.com) 182

12.43 Impulse Merchandising (from RetailTraining.com) 183

12.44 Merchandising Basics (from RetailTraining.com) 183

12.45 Outside Sales (from RetailTraining.com) 183

12.46 Project Selling (from RetailTraining.com) 184

12.47 Retail Sales and Service Basics (from RetailTraining.com) 184

12.48 Selling on the Phone (from RetailTraining.com) 185

12.49 Suggestive Selling (from RetailTraining.com) 186

12.50 The Retail Sales Transaction (from RetailTraining.com) 186

MANAGEMENT 187

12.51 Coaching for Retention (from RetailTraining.com) 187

12.52 Structured On-the-Job Training (from RetailTraining.com) 187

12.53 An Introduction to Retail Management (from NRF) 188

12.54 An Introduction to Selling and Service (from NRF) 188

12.55 Human Resources (from NRF) 189

12.56 Merchandising (from NRF) 189

12.57 NRF Retail Management Training Suite (from NRF) 190

12.58 Operations (from NRF) 190

On completing this course you will understand: 190

12.59 Principles of Financial Reporting (from NRF) 191

INDUCTION 191

12.60 Welcome to Retail (from RetailTraining.com) 191

12.61 We’re all Different (from RetailTraining.com) 192

Academy of Food and Wine Service 195

13.1 The Hospitality Service Introductory Course 196

13.2 Casual Dining Course 196

13.3 Banqueting Service 197

13.4 The Fine Dining Course 197

13.5 The Wine Service Course 198

13.6 Coffee Service Course 198

Logistics Learning Alliance 201

14.1 Warehouse Fundamentals 202

Rail Series 205

15.1 Close Calls 206

15.2 Life Saving Rules 206

15.3 Managing Fatigue 206

Our Vision and Mission 208

That’s all folks! 210



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1.0

Help your team shine.

The hospitality sector has unique training challenges. Upskill People understand what you want from your staff and what they want from their jobs. Because our training takes in the whole picture we create innovative online learning geared to your world.

Look at the content of Upskill People’s dedicated and proven hospitality online learning and you’ll see we know all about the hard and soft skills training needed. Practical essentials like health and safety and compliance with legislation, are dealt with in ways that engage all staff levels. Soft skills like customer relations and team-working are there, enhancing staff performance and helping them see the potential in their jobs. It’s simple really; well-trained staff are more productive and stay longer.

Our clients demand training that is focused to their needs and easily delivered. We provide this with off the shelf or bespoke courses all tailored for your business.

All the courses in this series are endorsed by:

Hospitality Series



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1.1 Hospitality Induction

Course Overview:

Consisting of a series of short courses that are available to new employees over the period from when they get the job offer to when they complete their probation. It supports and forms part of the ‘onboarding’ process. This comprises 5 modules.

1.1.1 You got the job!

Code: HINDUCT1 Takes about: 15 minutesAssessment:

In this first part of your online induction you will:

•• get a warm welcome to the Company, its brand(s), what it’s like and where you’ll work

•• get an understanding of what the whole induction will involve

•• learn what to expect from the industry

1.1.2 Just Before You Start

Code: HINDUCT2Takes about: 10 minutesAssessment:

In this second part of your online induction you will:

•• get to know more about the Company’s history and achievements

•• learn exactly what will happen in your induction period - your roadmap

•• understand more about great service in this industry

1.1.3 Day 1


In this third part of your online induction you will:

•• learn what the Company expects of you and where you fit into the team

•• get to know who does what and where

•• get to know key things from the staff handbook about our policies and procedures

1.1.4 One Week In


In this fourth part of your online induction you will:

•• learn how to really get on in this industry and that customer service is key to success

•• get to know about our appraisal system and how we review your progress

1.1.5 A Few Weeks In


In this final part of your online induction you will:

•• learn what opportunities are available to you to progress

•• understand what some others have achieved in the Company

•• learn what the employee rewards/benefits will be



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1.2 Welcome to Hospitality Code: HWH1

Takes about: 30 minutesAssessment:

Course Overview:

Here’s the ideal start for anyone joining a new Company, with everything you need to know about the hospitality environment to the way the Company is structured, its policies, procedures and the help and support available to you.

On completing this course you will understand:

•• what working in hospitality entails

•• what the Company is all about and its core values

•• that customer service is key

•• the key areas of your employment – personal conduct, legal stuff, pay and benefits and time off

•• the key roles of the people around you and how they can help you

•• where you can find out more – employee handbook, company policies, other staff

1.3 Personal Essentials Code: HPE1


Course Overview:

This time it’s personal! This course covers all the essentials about things such as the dress code, personal conduct and hygiene and all the laws and protocols that affect the employee and the way they behave.

Developed with and endorsed by endorsed by


•• what the Company dress code is and that while in Company uniform, conduct must be of the highest possible standard

•• uniforms and protective clothing must be kept clean and in good repair

•• about cross contamination and that the highest level of personal hygiene is essential, particularly hands

•• the legal responsibility to report any contagious illness

•• occupational health - looking after yourself at work

•• what can be regarded as prejudice and the equal opportunities policy

•• questions to ask regarding terms and conditions when beginning your employment

1.4 Health and Safety Essentials Code: HHSE


Course Overview:

Keeping everyone on the premises safe and well must be a top priority for any organisation, and this course achieves compliance under health and safety law ensuring accident prevention is at the core of the business.



•• why health and safety at work is so important – there are some serious consequences

•• what to do if an accident happened – where is the first aid box, what’s in it and who’s the appointed person

•• that all accidents or near misses must be reported by law and entering them in the accident book or online system helps prevent reoccurrence

•• different ways to minimise the risk of common slips, trips and falls and related injuries

•• that everyday things like spillages, rubbish, trailing leads and floor mats can be hazards



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•• the main causes of fire and importance of knowing how to evacuate should a fire break out

•• that COSHH is about the control of potentially harmful substances

•• the meaning of the warning symbols (hazard pictograms) and be able to identify them

•• the importance of safety warning signs and what the red, yellow, blue and green signs mean

•• the importance of compliance with safe working practices and using equipment as specified

•• employer and employee responsibilities regarding equipment use - the need for training, checks, maintenance and personal protective clothing

•• the dos and don’ts of the use of electrical equipment

•• that manual handling and good lifting technique involves planning, positioning and good posture to prevent injury

1.5 Health and Safety Plus Code: HHSP


Course Overview:

Covering some extra topics to the Health and Safety Essentials course that help keep everyone safe and protected.



•• how to stay safe with cutters and knives

•• moving heavy things about using equipment like cages and pallet trolleys

•• working safely at height on ladders

•• why it’s not a good idea to think “it won’t happen to me”

1.6 Health and Safety Essentials Plus Code: HHSEP

Takes about: 60 minutes Assessment: •

Course Overview:

This is a combined course comprising 2 modules of Health and Safety Essentials and a third module of Health & Safety Plus.

1.7 Fire Safety Essentials Code: HFIRE


Course Overview:

It’s fundamental that everyone in the workplace must know all about fire, its prevention, detection and what to do if a fire does break out. This course covers the basics of evacuation, alarms and fire fighting equipment, and knowing which type does what.



•• what causes fires to start

•• the fire evacuation procedure

•• how you can help in preventing a fire

•• escape routes

•• what to do if your clothes catch fire

•• what fire fighting equipment is available and how, as a last resort, you use it



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1.8 First Aid Refresher Code: HFAS


Course Overview:

First aid training is a legal requirement in the workplace, but many first aiders lose confidence as time progresses between training. In many instances first aid trained staff may not act and rely on emergency responders rather than their own skills and knowledge. This course is designed to support qualified first aiders in prompting and refreshing their essential knowledge. (Important: THIS COURSE IS FOR TRAINED FIRST AIDERS ONLY to refresh the knowledge learnt in classroom training. It is not intended for anyone else to learn the basics of first aid. If you have not received official first aid training you must not carry out any first aid procedures.)

On completing this course you will be refreshed on:

•• assessing a situation and what to do in the first instance – primary and secondary surveys and dealing with shock

•• identifying and dealing with heart attack and stroke victims – how to give CPR

•• dealing with slips, trips and falls – treating head and spinal injuries and dealing with fainters

•• signs and treatment of medical conditions – fits, seizures, diabetes, anaphylactic shock, asthma

•• dealing with injuries from accidents – severe bleeding, sprains/strains, fractures/dislocations, burns/scalds, choking, drowning, electric shock

1.9 LPG - Need to Know Code: HNTKLPG


Course Overview:

A short course to highlight the hazards associated with using LPG cylinders.

Developed with and endorsed by


•• that LPG cylinders are used and everyone must be trained to install them

•• the hazards associated with LPG

•• how to store LPG safely

•• how to handle LPG

•• how to connect LPG cylinders

•• what to do in case of an emergency

1.10 Display Screen Equipment Code: RDSE


Course Overview:

Understanding what makes your workstation safe to use could save you a lot of pain and discomfort. For people who are more than occasional users it’s also the law that an assessment has to be completed and any actions taken. This course shows you how to complete a display screen equipment assessment and how to keep yourself productive while looking at the computer screens we rely on so much these days.



•• what is covered in a display screen equipment (DSE) assessment

•• the law and what to do to comply

•• employer duties

•• employee duties

•• common problems and associated health risks

•• exercises to do before starting work and after a lunch break, also rest break exercises at your desk



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1.11 Violence and Aggression at Work Code: HVAW


Course Overview:

Workplace aggression is any incident in which a person is abused, threatened or assaulted in circumstances relating to their work. Dealing with customers and colleagues could potentially lead to aggression and you need to be aware of the signs, contributing factors and what to do should it happen.


•• what can make people angry and trigger workplace aggression and how to eliminate or reduce these triggers

•• that communicating effectively is one of the most effective deterrents

•• how to identify irrational behaviour and help calm situations

•• how to handle one-to-one confrontations – during and after

•• how to respond to confrontation from customers – and how not to

•• observation and listening skills

•• memorising vital information

1.12 Food Hygiene Essentials Code: HFHE


Course Overview:

Anyone dealing with food needs to know all there is about the safe and legally required practices. This course gives a complete menu of the rights and wrongs when it comes to food poisoning, storage and the absolute need for good food hygiene.



•• the consequences of poor food hygiene

•• how food poisoning is caused and food poisoning symptoms

•• types of contamination

•• bacteria sources and spread

•• how food safety laws are enforced

•• the main powers of Enforcement Officers

•• the principals of HACCP and the controls to observe in the critical stages of food flow

•• why and how we need to keep food areas clean

•• common chemical cleaning substances: sanitisers, detergents and disinfectants

•• how these cleaning agents work and what they should be used for

•• what to clean in the food area and when

•• 6 stages to effective cleaning and how to clean safely

•• the ‘clean as you go’ rule

•• the common pests that are attracted to food and why they need to be controlled

•• how to prevent pest infestation and recognise signs of pests in the workplace

1.13 Food Allergens and the Law Code: HFAL


Course Overview:

The Food Information Regulations make it a legal requirement for systems to be put in place by businesses that sell ‘loose food’. They must ensure customers are made aware of allergens in the food they sell, in the same way as is required on pre-packed foods.

If you work with food, it’s important that you take food allergy seriously. The consequences of failing to do so can be life-changing for the customer and can result in fines for you, your manager and your Company.


endorsed by



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The key thing you need to know about is Hazard Analysis Critical Control Points (or HACCP for short). This course sets you off on the right path to safe food production as a supervisor before progressing onto the Managing Food Hygiene course.



•• your main objectives as a manager and to lead by example

•• critical control points

•• HACCP principles and control and monitoring

•• food flows and identifying the CCP’s

•• the importance of good recruitment and management

•• the legal requirement to report illness

•• the key requirements of the Food Safety Act and Food Hygiene Regulations

•• food poisoning and major pathogens

1.15 Acrylamide Awareness Code: ECB_ACRY


Course Overview:

This e-briefing is for team members to gain an understanding of what acrylamide is and why it’s important to know how to reduce exposure by following good cooking and preparation guidelines.

Endorsed by


•• the law on allergens in loose food

•• what the 14 allergens are and where they can be commonly found

•• what the customer needs to know about allergens

•• about allergens in drink

•• how to record ingredient information

•• the 7 key points to remember when dealing with customers and allergens

•• how to spot a severe allergic reaction and what to do

This course can be easily tailored to include the specific allergen policies and procedures of your business. For example:

•• specific instructions for both front and back of house staff on how they are to handle allergen enquiries from customers

•• the method(s) by which your allergen information is provided to customers

•• examples of how you record and update your own allergen information, and instructions on where all staff can access it

•• how you communicate any changes to ingredients to all your staff

•• how your business prepares itself every day to serve customers with allergens

•• your processes for preparing and delivering food to customers with allergies

•• your processes for rectifying mistakes made when preparing food for customers with allergies

•• how you safeguard against allergens in other service styles (e.g. a buffet or carvery)

•• how you ensure your stock ordering policies maintain consistency

1.14 Food Hygiene Plus Code: HFHP


Course Overview:

Don’t gamble with people’s lives, find out at what points you can control the food you produce and also how to make sure you recruit and manage a great team. If you have to supervise staff in food production you are responsible for leading your team to look after customers.



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1.16 Think 21 Alcohol Sales Code: HAA1

HAA5 (Challenge 25 Alcohol Sales), HAA2 (Challenge 25 Alcohol Sales - Scotland), HAA1_NI (Challenge 21 Alcohol Sales - Northern Ireland)


Course Overview:

When it comes to dealing with customers, there’s one product area fraught with issues if you don’t know what you’re doing - that’s alcohol. This course covers all the relevant legislation for selling alcohol, from what is alcohol to age restrictions, as well as the ID you need and how to manage that awkward position when alcohol has to be refused and what procedure has to be followed.



•• the legal age restrictions for buying and selling alcohol and the consequences of breaking the law

•• who enforces the law

•• what alcohol is

•• about the premises licence and licensing hours for selling alcohol

•• when to ask for ID – the purchaser and the consumer should be considered

•• which types of photo identification are acceptable as proof of age when buying alcohol

•• when there’s a duty to refuse to serve a customer and how to do this

•• why refusals to sell alcohol should always be recorded

1.17 Alcohol Plus Code: HAPL, HAPS (Scotland), HAPL_NI (Northern Ireland)


Course Overview:

Do you know about the effect alcohol has? Well you might have experienced being a bit ‘merry’ but it’s more serious than that. Our society can suffer from the abuse of alcohol with things such as an increase in crime, poor health and damaged relationships. You have a part to play in helping reduce this. This course will put you in the picture regarding licensing law and make sure you stay the right side of the law avoiding a fine or possibly a criminal record.

Note: To complete a the legally required syllabus for Scotland this course should be partnered with Challenge 25 Alcohol Sales - Scotland. The legal requirement is that each member of staff should have two hours training. On completion of the two courses we recommend the manager, or other qualified individual, review the content with the learner as well as alcohol related activities specific to the business or outlet. This should then be recorded on the outlet’s records. confirming that in conjunction with the e-learning courses the learner received two hours of training relative to the syllabus.



•• the impact of alcohol abuse on individuals and those around them

•• the laws on licensing and what they aim to achieve

•• about the different types of licence and the requirements of each

•• staff and customer offences and the authorities who enforce the law

•• what alcohol is, what a unit is, the safe drinking guidelines and how strong common types of drink are

•• the effects on health and society

•• your responsibility on deciding who to serve and the consequences of getting it wrong



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1.18 Award for Personal Licence Holder Briefings

Code: AL01-06Takes about: 90 minutesAssessment:

Course Overview:

There’s a lot to the sale of alcohol and this series of briefings are based on the knowledge required for the national Award for Personal Licence Holders (formerly NCPLH). The briefings cover everything from the requirements for licensing through to sales and supply. The series ends with a pre-test for part one of the examination.


Briefing 1 - The Licensing Act. Here’s the first step towards gaining an understanding of the ins and outs of the licensing laws and how they apply. This briefing covers the current types of licence and the how the licensing authorities are made up as well as exploring their overall objectives and how these are achieved by all the relevant parties.

On completing this briefing you will understand:

•• there are two different types of licence available

•• the various bodies that make up the licensing authority

•• the responsibilities and records that they have to keep

•• the importance of authorities and organisations working with each other

•• the importance of training/qualifications to demonstrate support of the objectives

•• the intricacies of licensing policy

Briefing 2 - Personal Licences. This briefing covers the protocols for the granting or otherwise of a personal licence and the rights and duties of the licence holder, as well as the restrictions and possible penalties.


•• what a personal licence is and the procedures for an application or renewal of a personal licence and legalities that go with it

•• the process of appealing against the refusal of a licensing authority to grant a personal licence

•• the duties of a personal licence holder and penalties for failure to comply with the law

Briefing 3 - Premises Licence. Building on the personal licence briefing, this looks at the premises licence and all the various events that may require one. Covered here are all the laws concerning selling alcohol and the places or occasions where and when you can sell it.


•• what licensable activities are and what a premises licence and its conditions involve

•• the laws relating to the premises licence and application procedures to follow

•• what an operating schedule/plan is and what it should include

•• the various considerations taken into account when a premises licence is granted/refused

•• what to do if a licence needs to be transferred, or the licence holder has died

•• the procedure for reviewing a premises licence

•• the role and duties of the designated premises supervisor (DPS)

Briefing 4 - Sale and Supply. This briefing offers a broader view of the law for the sale and supply of alcohol, including at temporary events in premises without a licence. It’s about understanding the definitions of supplying alcohol and also how the law works when it comes to where and when alcohol can and cannot be sold.


•• about temporary event notices and licensing laws in relation to events held at places without a premises licence or events falling outside the licensed times

•• the definition of supply and where the supply of alcohol is not a licensable activity

•• the law relating to the unauthorised sales of alcohol and the penalties involved

•• the specific prohibitions on the sale of alcohol





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Briefing 5 - Rules and Regulations. Alcohol is a product that can have repercussions so it’s vital to find out about the possible issues and how to deal with them. This briefing covers the rules, what the police can do and how to prevent trouble, as well as providing a comprehensive guide to the regulations and how to enforce them.


•• the relevant law regarding police rights of entry of licensed premises and powers of closure

•• the law in relation to the protection of children and the consequences of breaching that law

•• the penalties involved in breaking age-related laws and the best way to prevent this happening

•• the serious drink related issues and the role of personal licence holders in the prevention of disorderly conduct on licensed premises

•• the precautions to take to help prevent problems arising

Briefing 6 - Pre-Test for Part One of Exam. A quiz to help prepare for part one of the APLH examination.

1.19 Drug Awareness in Licensed Premises Code: HNTKDA


Course Overview:

A short e-briefing to raise awareness of the illegal drug-related activities which can occur in and around licensed premises.


•• how to spot signs of potential drug dealing

•• how we can deter any drug activity in our premises

•• what the main drugs are and how to spot signs and symptoms of use

•• the dangers of mixing alcohol and drugs

1.20 Equality Essentials Code: HEQE


Course Overview:

A comprehensive overview of the Equality Act requirement for the fair and equal treatment of all. Lots of examples are used to put the law into ‘real life’ and aid understanding.


•• what being equal and fair means

•• some examples and effects of discrimination

•• the discrimination and harassment types defined under the law

•• what the protected characteristics are

•• where lawful discrimination is allowed

•• about pay equality and secrecy

1.21 Modern Slavery Essentials Code: ECB_MSE


Course Overview:

Modern slavery can take many forms and does affect people in our industry today. This short e-briefing is for you to become familiar with what it is, signs which may indicate a potential victim and what you can do about it



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1.22 Anti-Bribery Awareness Code: HNTKABM


Course Overview: The Bribery Act 2010 was brought in by the Government to combat bribery and corruption in the workplace, and to provide employees with a better understanding of the law. It’s not just senior officials or people in authority that need to know – anyone can expect to face criminal proceedings if they’re caught up in corruption, so knowing the facts about bribery and the consequences is essential.


•• what bribery is

•• what the offences under the Bribery Act are what penalties you could face if you take or receive a bribe

•• the six principles of the bribery act 2010

•• how to prevent bribery in your workplace

•• when you can or can’t give gifts or hospitality to someone

•• how to report bribery in your workplace

•• your specific responsibilities as a manager

1.23 Immigration Essentials Code: HIMM


Course Overview:

The Home Office carry out regular, intelligence-led operations (often in partnership with other agencies and partners) to target illegal working, they take tough action against employers and employees who do not comply with the law. You are breaking the law if you employ a person who does not have the right to work in the UK, so your pre-employment checks must always be done - accurately - don’t get caught out.



•• the law on illegal working

•• your role and duty as a manager

•• the document checks you should carry out

•• examples of the various documents you could be given

•• the various types of immigration statuses held by people

•• the consequences if you do not carry out document checks and you are found to be employing an illegal worker

1.24 PCI Essentials Code: HPCI


Course Overview:

The essential things all staff need to understand about the Payment Card Industry Data Security Standards (PCI DSS) and their responsibilities regarding compliance.

Endorsed by Avenue 9 and CPD certified


•• what PCI DSS are and why businesses must comply with them

•• what data theft is - the risks and what to do to prevent it

•• the scope of the Company’s and your responsibilities and the PCI goals

•• why you must handle manual card transactions correctly and how to do this

•• what data protection is all about

•• the benefits of compliance and the consequences of non-compliance



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1.25 Data Security and Protection Essentials Code: HDSEC


Course Overview:

This course gives the complete picture of the security of information and the potential theft of the valuable asset that is data, from who has access to what right through to the practicalities of keeping workstations secure and good practice in the use of IT equipment and internet and email usage.



•• why security matters

•• that you are accountable for your logon

•• what constitutes a risk to confidentiality, integrity and availability of data/business information

•• workstation security procedures

•• the dos and don’ts of password security

•• the dos and don’ts of email usage

•• the dos and don’ts of internet and social media usage

•• that the usage is monitored and breaches lead to potential disciplinary action

•• that your credentials should never be shared

•• how to identify potential security risks

•• how to comply with data protection law (GDPR)

1.26 Airport Security Essentials Code: RGSAT (UK)/RBSAT (Republic of Ireland)


Course Overview:

General Security Awareness Training/GSAT (or Basic Security Awareness Training/BSAT in the Republic of Ireland) is a legal requirement for any employee working within an airport. This course introduces learners to the international and national organisations that work together to maintain security standards and takes them through the process of security checks that they will experience as part of their role.



•• the security system and methods of security procedure and awareness

•• secured areas and people, including critical areas

•• security threats, screening and prohibited articles

•• telephone bomb threat situations and how to support security staff in bomb threat situa-tions

1.27 Preventing Terrorism and Dealing with Bomb Threats

Code: HNTKBTTakes about: 15 minutesAssessment:

Course Overview:

An e-briefing to raise awareness of the potential danger from terrorism and how to handle threats.


•• what could be suspicious and how to deal with any suspicions

•• types of bomb

•• how to keep secure

•• how to handle telephone bomb threats



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1.28 Bed Bugs Code: HNTKBB


Course Overview:

Beds bugs are a serious worry which must be addressed. It’s vital to understand the problems they can cause and know how to keep a vigilant check on signs to prevent an infestation.

Developed with and endorsed by Richard Naylor and


•• that beds bugs are a serious worry which must be addressed

•• some facts about bed bugs - how they breed, feed and infest and the problems they can cause

•• how to keep a vigilant check on signs to prevent an infestation

1.29 Legionella Awareness Code: HNTKL


Course Overview:

This is a short ‘need to know’ e-briefing to help you understand what Legionella is and how you can help prevent the problems which can arise from its presence. It’s not a course intended for maintenance/engineers to show suitable training in Legionella, but an awareness briefing for staff in, for example, housekeeping, spa and gardening departments.


•• what Legionella and Legionnaires disease is and how you can catch it

•• the law around Legionella control and our duty to take suitable precautions to prevent/control the risk of exposure

•• what preventative measures we can take

1.30 Asbestos Awareness Essentials Code: RNTK_ASB


Course Overview:

Asbestos is a highly dangerous product that causes thousands of deaths in the UK every year. This course will give you an essential understanding of the dangers of asbestos and how to deal with it safely in the workplace.


•• what asbestos is

•• where it can be found

•• why it can be dangerous

•• what to do in an emergency



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Code: HHSMTakes about: 135 minutesAssessment:

Course Overview:

A five module course designed to equip managers with the knowledge they need to manage several of the fundamentals of health and safety in the business effectively. This course builds on the knowledge already learnt from H&S Essentials.

Developed with and endorsed by and endorsed by

and CPD certified

Module 1 - H&S Law and You - A manager’s guide to the ins and outs of health and safety law and their responsibilities under it.

On completing this module you will understand:

•• the Company’s, your and your team’s responsibilities under the Health and Safety at Work etc Act

•• the powers of Enforcement Officers

•• the duty of care to provide a safe environment for all employees and customers

Module 2 - H&S Management Essentials - The essential things managers need to know about health & safety procedures in the business and how to coach their teams to follow them.


•• that health and safety should be near the top of the agenda at all times

•• that individuals are responsible for their acts and omissions

•• that you must keep an eye on your team and coach them at every opportunity

•• that completing logs accurately and completely is essential to prove due diligence

•• what audits involve and how to be prepared for them

Module 3 - Risk Assessments - Everything a manager needs to know about risk assessments - how to do them, what to look for and why they are an important part of the daily management role.


•• that accidents are usually caused by human factors and the whole team must follow h&s procedures

•• that risk assessments must be carried out and procedures followed to keep everyone safe

•• that overall responsibility for health and safety lies with the manager - lead by example

•• what a risk assessment is and that they are a legal requirement and must be carried out and regularly reviewed by a competent person

•• the terms ‘hazard’ and ‘risk’ and how to calculate risk ratings and decide controls

•• the 5 step approach to managing risk

Module 4 - Accidents, COSHH and Contractors - A manager’s guide to accidents and RIDDOR and their responsibilities regarding investigation and reports, including the importance of the COSHH assessments and controls to prevent accidents.


•• what accidents and incidents are defined as

•• RIDDOR and the offences

•• your responsibilities to record, report and investigate accidents and incidents and identify any remedial action

•• the importance of keeping accident records

•• the COSHH regulations and their requirement for assessments of harmful substances

•• the importance of training your team to use chemicals safely

1.31 Managing Health and Safety



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Module 5 - Managing Fire - A guide to fire management - vital checks and maintenance to prevent fire and how to handle a fire officer visit.


•• your key responsibilities, and your team’s, in fire prevention

•• the importance of training and records, your daily, weekly, bi-annual and annual fire checks

•• about safe occupancy

•• what fire officers visit for and what their powers are and your role to assist any officer and allow them access to records

1.32 Managing Food Hygiene Code: HFHM


Course Overview:

A four module course designed to equip managers with the knowledge they need to manage food hygiene and safety in the business effectively. This course builds on the knowledge already learnt from Food Hygiene Essentials.

Developed with and endorsed by and endorsed by and CPD certified

Module 1 - Food Law and You - A manager’s guide to the ins and outs of food safety and hygiene legislation and their responsibilities under it.


•• that food safety is central to everything you do on a daily basis and making sure it’s safe and of the highest quality is vital

•• that food poisoning and customer complaints pose a great risk to the Company

•• that food handlers include front of house and bar staff

•• some of the important concepts of food safety legislation

•• the powers of environmental health officers

•• the importance of being able to prove due diligence

Module 2 - Food Management Essentials - The essential things managers need to know about food safety and hygiene procedures in the business and how to coach their teams to follow them.


•• that potential hazards must be spotted and procedures followed to keep everyone safe

•• that individuals are responsible for their acts and omissions

•• that you must keep an eye on your team and coach them at every opportunity


•• what audits involve and how to be prepared for them

•• that overall responsibility for food safety lies with the manager - lead by example

Module 3 - Food HACCP - A guide to HACCP - how managers can analyse hazards and implement controls, with particular emphasis on staff.


•• the notion of supplier to plate and identifying food hazards and putting controls in place to make food safe

•• that food safety starts with clean hands and that you must keep an eye on your team and coach them at every opportunity to make sure they understand the controls


Module 4 - Food Visits and Complaints - How to handle enforcement officer visits and what they are about. Why and how to deal with customer complaints professionally and compliantly.


•• that enforcement officers can visit at any time to check you’re producing and serving safe food

•• that id should be checked and officers must be accompanied as they inspect

•• that you must be professional and calm and make all records available

•• that you must act on any advice or correspondence from them

•• the customer complaints procedure and food complaints form, and how to deal with complaints correctly to give the customer the best impression



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1.33 Equality for Managers Code: HEQM


Course Overview:

A comprehensive overview of the Equality Act requirement for the fair and equal treatment of all. Lots of examples are used to put the law into ‘real life’ and aid understanding. This Managers course includes some sophisticated scenarios allowing the learner to practice identifying situations, who is involved and how, and then the best course of action to take.

CPD certified








•• how to identify and react to discrimination situations, in a ‘virtual’ company

1.34 Asbestos Awareness for Managers Code: RNTK_ASBM


Course Overview:

This comprehensive guide will give you an understanding of the dangers of asbestos and your duty of care to manage it to ensure your workplace is safe and free from harm for staff and customers.


•• what asbestos is, where it can be found and why it can be dangerous

•• how to monitor your asbestos and what to do in an emergency

•• your role as a manager dealing with the safety of your environment

1.35 Food Sales and Service Essentials Code: HSSE


Course Overview:

A course designed to give you the confidence and the skills to be really brilliant at sales and service and ultimately give your guests the best experience and you the best rewards.


•• how to get the best for you and your guests, even when you’re busy

•• the importance of knowing what you offer/how to use this to improve the guest experience

•• how to keep stress levels low during service (through preparation and awareness)

•• techniques to increase sales and your income

•• about different types of people and yourself

•• how to vary your approach according to the guests and the environment

1.36 Food Sales and Service Skills Code: HSSS


Course Overview:

Closely linked to Food Sales and Service Essentials. A course to practice the skills you’ve learnt and really cement your knowledge and confidence to be really brilliant at sales and service. You will complete virtual scenarios and will:

•• practice your greet and seat skills and decide how to vary your style and approach, based on the type of guest

•• practice the best ways to make suggestions and guide guests

•• understand the importance of table allocation and priorities



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1.37 Counter Food Sales and Service Essentials

Code: HSSECTakes about: 60 minutesAssessment:

Course Overview:

For people who serve customers with food and drinks over the counter, this course is designed to give you the confidence and the skills to be really brilliant at sales and service, and ultimately give your customers the best experience and you the best rewards.


•• how to get the best for you and your customers, even when you’re busy

•• the importance of knowing what you offer and how to use this to improve the customer experience


•• techniques to increase sales and your job satisfaction


•• how to vary your approach according to the customers and the environment

1.38 Serving Customers with Hearing Loss Code: RHLITL


Course Overview:

Did you know that approximately 10 million people in the UK have some form of hearing loss? Research has shown that over 50% of those people have experienced difficulties when accessing goods and services, so being able to communicate effectively with a customer who is deaf or hard of hearing is not only a great benefit to you and your company, but also makes a huge difference to the experience of up to 1 in 6 of your potential customers. This course gives an awareness of how to improve your service to customers who are deaf or hard of hearing, and an understanding of how knowing the basics can be rewarding for all.



•• the facts about deafness and hearing loss

•• how to communicate effectively and why it’s important

•• how the human ear works and what causes hearing loss

•• about hearing aids and hearing loop systems and how they work

•• what British Sign Language (BSL) is and some frequently used signs

•• how you can find out more about hearing loss

1.39 Clear Communication Code: ECB_CC


Course Overview:

Being able to communicate clearly when you write and speak will help you to succeed at work, reduce stress and make customers happy. With this concise Clear Communication course we’ll give you lots of opportunities to practice and develop key skills for speaking and writing, to make your life easier.


•• what good verbal and written communication is – practical tips and tricks

•• which are the right words to use and what they mean

•• what using plain English means

•• how to make your communications useful, complete and correct



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1.40 Cellar Management Skills Code: HCME


Course Overview:

This is a comprehensive guide to the cellar and how to manage it properly to give your guests the best quality product.



•• what the perfect cellar is

•• all about the dispense equipment and what it does - in the cellar and at the bar

•• about the journey of kegged products through the cellar to the taps

•• about the journey of casked products through the cellar to the hand pumps

•• how casks and kegs are stored

•• how to maintain the perfect products through excellent line cleaning

1.41 Cask Ale Code: HNTK_CA


Course Overview:

One of the Perfect Serve series of short ‘need to know’ courses. Outlining the key facts about cask ales to enable you to give the guest the best experience possible when serving them.


•• what cask ale is made of and how it’s made

•• how the flavours and styles vary and what they taste like

•• how to maintain and serve cask ale to give your guests the best experience

1.42 Cider and Perry Code: HNTK_CA


Course Overview:

One of the Perfect Serve series of short ‘need to know’ courses. Outlining the key facts about cider and perry to enable you to give the guest the best experience possible when serving them.


•• what cider and perry is made from and how it’s made

•• the key producers and brands and what they taste like

•• how to pour and present the perfect cider drinks and what can make them less than perfect

1.43 Whisky Code: HNTK_WH


Course Overview:

One of the Perfect Serve series of short ‘need to know’ courses. Outlining the key facts about whiskies to enable you to give the guest the best experience possible when serving them.


•• the main whisky producing countries and the styles they produce

•• the key types of whisky, how they are made and what they taste like

•• how to make, pour and present the perfect whisky drinks and what can make them less than perfect



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1.44 Gin Code: HNTK_GI


Course Overview:

One of the Perfect Serve series of short ‘need to know’ courses. Outlining the key facts about gins to enable you to give the guest the best experience possible when serving them.


•• what gin is made from and the different production methods

•• who the main producers and consumers of gin are

•• the difference between pot and column distillation

•• the key types and brands of gin and what they taste like

•• how to make, pour and present the perfect gin drinks and what can make them less than perfect

1.45 Vodka Code: HNTK_VD


Course Overview:

One of the Perfect Serve series of short ‘need to know’ courses. Outlining the key facts about vodkas to enable you to give the guest the best experience possible when serving them.


•• what vodka is made from and the distillation process

•• which countries are the main producers of vodka

•• the key brands of vodka and what they taste like

•• how to prepare and present the perfect vodka drinks and what can make them less than perfect

1.46 Red Wine Code: HNTK_RW


Course Overview:

One of the Perfect Serve series of short ‘need to know’ courses. Outlining the key facts about red wine to enable you to give the guest the best experience possible when serving it.


•• the main red wine grapes and what they taste like

•• the key countries which produce wine and their styles

•• what reds go with what types of food

•• how to recommend a type of wine based on what your guest likes or dislikes

•• what the descriptive terms for wine mean and how it’s made and aged

•• what the wine label can tell you

•• how to open a bottle, seal a bottle and pour a glass perfectly

1.47 White Wine Code: HNTK_WW


Course Overview:

One of the Perfect Serve series of short ‘need to know’ courses. Outlining the key facts about white wine to enable you to give the guest the best experience possible when serving it.


•• the main white wine grapes and what they taste like

•• the key countries which produce wine and their styles

•• what whites go with what types of food



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•• how to recommend a type of wine based on what your guest likes or dislikes

•• what the descriptive terms for wine mean and how it’s made

•• what the wine label can tell you

•• how to open a bottle, seal a bottle and pour a glass perfectly

1.48 Sparkling Wine Code: HNTK_SW


Course Overview:

One of the Perfect Serve series of short ‘need to know’ courses. Outlining the key facts about sparkling wine to enable you to give the guest the best experience possible when serving it.


•• the main sparkling wine types and what they are made of

•• the key countries which produce sparkling wine and their styles

•• what goes with what types of food

•• how to recommend a type of sparkling wine based on what your guest likes or dis-likes

•• how it’s made and aged

•• how to open a bottle and pour a glass perfectly

1.49 Essential Cocktails Code: HNTK_EC


Course Overview:

One of the Perfect Serve series of short ‘need to know’ courses. Outlining the key facts about cocktails to enable you to give the guest the best experience possible when serving them.


•• the basic techniques and essential equipment needed to make a cocktail

•• the terminology used in cocktail making and the key ingredients required

•• how to make, pour and present the perfect cocktail and what can make it less than perfect

•• how make the following specific types to illustrate the common techniques: Cosmopolitan; Margarita; French Martini; Dry Vodka Martini; Mojito; B52; Strawberry Daiquiri



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2.0

Retail Series Help your team shine.

Retailers have unique training challenges. Upskill People understand what you want from your staff and what they want from their jobs. Because our training takes in the whole picture we create innovative online learning geared to your world.

Look at the content of Upskill People’s dedicated and proven retail online learning and you’ll see we know all about the hard and soft skills training needed. Practical essentials like health and safety and compliance with legislation, are dealt with in ways that engage all staff levels. Soft skills like customer relations and team-working are there, enhancing staff performance and helping them see the potential in their jobs. It’s simple really, well-trained staff are more productive and stay longer.





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2.1 Retail Induction

Course Overview:

Consisting of a series of short courses that are available to new employees over the period from when they get the job offer to when they complete their probation. It supports and forms part of the ‘onboarding’ process.

2.1.1 You got the job!

Code: RINDUCT1 Takes about: 15 minutesAssessment:


•• get a warm welcome to the Company, its brand(s), what it’s like and where you’ll work

•• get an understanding of what the whole induction will involve

•• learn what to expect from the industry

2.1.2 Just Before You Start

Code: RINDUCT2Takes about: 10 minutesAssessment:


•• get to know more about the Company’s history and achievements

•• learn exactly what will happen in your induction period - your roadmap

•• understand more about great service in this industry

2.1.3 Day 1


In this third part of your online induction you will:

•• learn what the Company expects of you and where you fit into the team

•• get to know who does what and where

•• get to know key things from the staff handbook about our policies and procedures

2.1.4 One Week In


In this fourth part of your online induction you will:

•• learn how to really get on in this industry and that customer service is key to success

•• get to know about our appraisal system and how we review your progress

2.1.5 A Few Weeks In


In this final part of your online induction you will:

•• learn what opportunities are available to you to progress

•• understand what some others have achieved in the Company

•• learn what the employee rewards/benefits will be



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2.2 Welcome to Retail Code: RWR1


Course Overview:

Here’s the ideal start for anyone joining a new Company, with everything you need to know about the retail environment to the way the Company is structured, its policies, procedures and the help and support available to you.


•• what working in retail entails


•• that customer service is key




2.3 Personal Essentials Code: RPE1


Course Overview:







•• the legal responsibility to report any contagious illness




2.4 Health and Safety Essentials Code: RHSE


Course Overview:










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2.5 Health and Safety Plus Code: HHSP


Course Overview:

Covering some extra topics to the Health and Safety Essentials course that help keep everyone safe and protected.



•• how to stay safe with cutters and knives

•• moving heavy things about using equipment like cages and pallet trolleys

•• working safely at height on ladders

•• why it’s not a good idea to think “it won’t happen to me”

2.6 Health and Safety Essentials Plus Code: RHSEP

Takes about: 60 minutes Assessment: •

Course Overview:

This is a combined course comprising 2 modules of Health and Safety Essentials and a third module of Health & Safety Plus.

2.7 Fire Safety Essentials Code: HFIRE


Course Overview:












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2.8 First Aid Refresher Code: HFAS


Course Overview:

First aid training is a legal requirement in the workplace, but many first aiders lose confidence as time progresses between training. In many instances first aid trained staff may not act and rely on emergency responders rather than their own skills and knowledge. This course is designed to support qualified first aiders in prompting and refreshing their essential knowledge. (Important: THIS COURSE IS FOR TRAINED FIRST AIDERS ONLY to refresh the knowledge learnt in classroom training. It is not intended for anyone else to learn the basics of first aid. If you have not received official first aid training you must not carry out any first aid procedures.)

On completing this course you will be refreshed on:

•• assessing a situation and what to do in the first instance – primary and secondary sur-veys and dealing with shock

•• identifying and dealing with heart attack and stroke victims – how to give CPR

•• dealing with slips, trips, falls – treating head and spinal injuries and dealing with fainters

•• signs and treatment of medical conditions – fits, seizures, diabetes, anaphylactic shock, asthma

•• dealing with injuries from accidents – severe bleeding, sprains/strains, fractures/disloca-tions, burns/scalds, choking, drowning, electric shock

2.9 Display Screen Equipment Code: RDSE


Course Overview:

Understanding what makes your workstation safe to use could save you a lot of pain and discomfort. For people who are more than occasional users it’s also the law that an assessment has to be completed and any actions taken. This course shows you how to complete a display screen equipment assessment and how to keep yourself productive while looking at the computer screens we rely on so much these days.



•• what is covered in a display screen equipment (DSE) assessment

•• the law and what to do to comply

•• employer duties

•• employee duties

•• common problems and associated health risks

•• exercises to do before starting work and after a lunch break, also rest break exercises at your desk

2.10 Violence and Aggression at Work Code: HVAW


Course Overview:

Workplace aggression is any incident in which a person is abused, threatened or assaulted in circumstances relating to their work. Dealing with customers and colleagues could potentially lead to aggression and you need to be aware of the signs, contributing factors and what to do should it happen.


•• what can make people angry and trigger workplace aggression and how to eliminate or reduce these triggers

•• that communicating effectively is one of the most effective deterrents

•• how to identify irrational behaviour and help calm situations

•• how to handle one-to-one confrontations – during and after

•• how to respond to confrontation from customers – and how not to

•• observation and listening skills

•• memorising vital information

https://play.google.com/store/apps/details?id=com.upskillpeople.routinebreak



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2.11 Consumer Law and Food Safety Code: RLI1


Course Overview:

A comprehensive course designed to quickly achieve an understanding of retail laws and provide the learner with the essential things they need to know, especially regarding food sales.


•• consumer legislation and its key principles, including statutory rights and returns policy

•• the protection of consumers from unfair trading

•• the legal requirements for describing, pricing and labelling products

•• the legal requirements for the sale and storage of food items - stock rotation and date code marking, including use by dates for perishable goods

•• the legal requirement to protect consumers from contamination of food products, through cleaning and pest prevention

•• who enforces food safety law and what they require us to do

2.12 Food Hygiene Essentials Code: RFHE


Course Overview:

Anyone dealing with food needs to know all there is about the safe and legally required practices. This course gives a complete menu of the rights and wrongs when it comes to food poisoning, storage and the absolute need for good food hygiene.



•• the consequences of poor food hygiene

•• how food poisoning is caused and food poisoning symptoms

•• types of contamination

•• bacteria sources and spread

•• how food safety laws are enforced

•• the main powers of Enforcement Officers

•• the principals of HACCP and the controls to observe in the critical stages of food flow

•• why and how we need to keep food areas clean

•• common chemical cleaning substances: sanitisers, detergents and disinfectants

•• how these cleaning agents work and what they should be used for

•• what to clean in the food area and when

•• 6 stages to effective cleaning and how to clean safely

•• the ‘clean as you go’ rule

•• the common pests that are attracted to food and why they need to be controlled

•• how to prevent pest infestation and recognise signs of pests in the workplace

2.13 Food Allergens and the Law Code: HFAL


Course Overview:

The Food Information Regulations make it a legal requirement for systems to be put in place by businesses that sell ‘loose food’. They must ensure customers are made aware of allergens in the food they sell, in the same way as is required on pre-packed foods. If you work with food, it’s important that you take food allergy seriously. The consequences of failing to do so can be life-changing for the customer and can result in fines for you, your manager and your Company.

Developed with and endorsed by endorsed by endorsed by




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•• the law on allergens in loose food

•• what the 14 allergens are and where they can be commonly found

•• what the customer needs to know about allergens

•• about allergens in drink

•• how to record ingredient information

•• the 7 key points to remember when dealing with customers and allergens

•• how to spot a severe allergic reaction and what to do

This course can be easily tailored to include the specific allergen policies and procedures of your business. For example:

•• specific instructions for both front and back of house staff on how they are to handle allergen enquiries from customers

•• the method(s) by which your allergen information is provided to customers

•• examples of how you record and update your own allergen information, and instructions on where all staff can access it

•• how you communicate any changes to ingredients to all your staff

•• how your business prepares itself every day to serve customers with allergens

•• your processes for preparing and delivering food to customers with allergies

•• your processes for rectifying mistakes made when preparing food for customers with allergies

•• how you safeguard against allergens in other service styles (e.g. a buffet or carvery)

•• how you ensure your stock ordering policies maintain consistency

2.14 Food Hygiene Plus Code: HFHP


Course Overview:

Don’t gamble with people’s lives, find out at what points you can control the food you produce and also how to make sure you recruit and manage a great team. If you have to supervise staff in food production you are responsible for leading your team to look after customers.

The key thing you need to know about is Hazard Analysis Critical Control Points (or HACCP for short). This course sets you off on the right path to safe food production as a supervisor before progressing onto the Managing Food Hygiene course.



•• your main objectives as a manager and to lead by example

•• critical control points

•• HACCP principles and control and monitoring

•• food flows and identifying the CCP’s

•• the importance of good recruitment and management

•• the legal requirement to report illness

•• the key requirements of the Food Safety Act and Food Hygiene Regulations

•• food poisoning and major pathogens

2.15 Acrylamide Awareness Code: ECB_ACRY


Course Overview:

This e-briefing is for team members to gain an understanding of what acrylamide is and why it’s important to know how to reduce exposure by following good cooking and preparation guidelines.

Endorsed by



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2.16 Age Restricted Sales Code: RPD5 (Challenge 25)/RPD1 (Challenge 21)


Course Overview:

At last there’s a comprehensive guide here for all the various products that carry age restrictions, whether it’s for a lottery ticket, knives or medicines. Here’s a complete checklist of the relevant products and the age requirements together with acceptable ID formats and how to say “no”.


•• the sale of which goods are age-restricted by law and at what age the restrictions apply

•• if in any doubt that the buyer may be under age, to make the purchase they must show valid photo ID

•• which forms of ID are acceptable

•• all age queries must be recorded as Company defence against possible prosecution

•• that Solvent and other Psychoactive Substance abuse kills more young people than any other drug and how to recognise the signs

•• that many ordinary household items are Solvent-based, or contain other Psychoactive Substances, and what they are

•• the age-restriction guidelines regarding the sale of videos, DVDs and computer games, Lotto tickets, scratchcards, knives and medicines

•• that age-restrictions also apply to the sale of fireworks, alcohol and tobacco related products

2.17 Challenge 25 Alcohol Sales Code: RAA5

RAA2 (Challenge 25 Alcohol Sales - Scotland), RAA1_NI (Challenge 21 Alcohol Sales - Northern Ireland)


Course Overview:

When it comes to dealing with customers, there’s one product area fraught with issues if you don’t know what you’re doing - that’s alcohol. This course covers all the relevant legislation for selling alcohol, from what is alcohol to age restrictions, as well as the ID you need and how to manage that awkward position when alcohol has to be refused and what procedure has to be followed.



•• the legal age restrictions for buying and selling alcohol and the consequences of breaking the law

•• who enforces the law

•• what alcohol is

•• about the premises licence and licensing hours for selling alcohol

•• when to ask for ID – the purchaser and the consumer should be considered

•• which types of photo identification are acceptable as proof of age when buying alcohol

•• when there’s a duty to refuse to serve a customer and how to do this

•• why refusals to sell alcohol should always be recorded

2.18 Alcohol Plus Code: RAPL, RAPS (Scotland)


Course Overview:

Do you know about the effect alcohol has? Well you might have experienced being a bit ‘merry’ but it’s more serious than that. Our society can suffer from the abuse of alcohol with things such as an increase in crime, poor health and damaged relationships. You have a part to play in helping reduce this. This course will put you in the picture regarding licensing law and make sure you stay the right side of the law avoiding a fine or possibly a criminal record.



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Note: To complete a the legally required syllabus for Scotland this course should be partnered with Challenge 25 Alcohol Sales - Scotland. The legal requirement is that each member of staff should have two hours training. On completion of the two courses we recommend the manager, or other qualified individual, review the content with the learner as well as alcohol related activities specific to the business or outlet. This should then be recorded on the outlet’s records. confirming that in conjunction with the e-learning courses the learner received two hours of training relative to the syllabus.



•• the impact of alcohol abuse on individuals and those around them

•• the laws on licensing and what they aim to achieve

•• about the different types of licence and the requirements of each

•• staff and customer offences and the authorities who enforce the law

•• what alcohol is, what a unit is, the safe drinking guidelines and how strong common types of drink are

•• the effects on health and society

•• your responsibility on deciding who to serve and the consequences of getting it wrong

2.19 Award for Personal Licence Holder Briefings

Code: AL01-06Takes about: 90 minutesAssessment:

Course Overview:

There’s a lot to the sale of alcohol and this series of briefings are based on the knowledge required for the national Award for Personal Licence Holders (formerly NCPLH). The briefings cover everything from the requirements for licensing through to sales and supply. The series ends with a pre-test for part one of the examination. For details on this course check out the Hospitality section.

2.20 Drug Awareness in Licensed Premises Code: HNTKDA


Course Overview:

A short e-briefing to raise awareness of the illegal drug-related activities which can occur in and around licensed premises.


•• how to spot signs of potential drug dealing

•• how we can deter any drug activity in our premises

•• what the main drugs are and how to spot signs and symptoms of use

•• the dangers of mixing alcohol and drugs

2.21 Challenge 25 Tobacco Sales Code: RTL5/RTL1 (Challege 21)


Course Overview:

It’s vital to understand the legislation covering the sale of tobacco and that’s why this course is so important. Tobacco is not just another product and its sale is restricted by law, so here’s where you can find out how to refuse a sale and the penalties involved in failing to uphold the law.


•• the legal ages at which customers can buy tobacco products and what they are

•• which types of photo ID are acceptable as proof of age when buying tobacco products

•• what the Tobacco Display Ban law is all about and how to comply

•• what to do in the event of a refusal to sell tobacco and how to deal with this

•• how the law is enforced and the consequences of breaking it



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2.22 Adult Gaming Centres Code: RAGC


Course Overview:

Adult Gaming Centres (AGCs) are age restricted gaming areas containing gaming machines with high stakes and large jackpots. They provide customers with a leisure activity and are an invaluable source of income for the business. AGCs are governed by the rules and regulations of the Gambling Act 2005 and need to meet the three main Objectives, which are:

- to protect children and other vulnerable people.

- to prevent gambling being a source of crime and disorder.

- to ensure gambling is conducted in a fair and open way.

Every employee over the age of 18 has a responsibility to ensure all AGCs are operated to meet these Objectives, whether they are directly involved in AGC operations or not.



•• why mystery shopping and test purchases are carried out

•• the importance of staying within the law

•• how to carry out a routine check of an AGC

•• the consequences of failing to identify and remove under 18’s

•• how to recognise a potentially vulnerable person and know what action to take

•• how to refuse entry to an AGC restricted area

•• what ‘self-exclusion’ is and the action to take

•• why you must prevent crime and disorder

•• how to recognise a potentially suspicious situation and what action to take

•• the importance of being ‘fair’ and ‘open’ when it comes to operating AGCs

2.23 Fuel Safety Essentials Code: RFSE


Course Overview:

This course provides all the vital information needed to keep fuel forecourts trouble and hazard free, from the rules on safety to the mechanics of authorising pumps and how to deal with any spillages.


•• your responsibilities as a forecourt operator

•• the hazards and risks fuel poses and how to deal with spillages and leaks

•• when to authorise the pumps and when not to/how and when to use the tannoy

2.24 Forecourt Competent Person Code: RFCP


Course Overview:

A Forecourt Competent Person (FCP) is key to ensuring a site that sells fuel does so safely and in line with regulations. You should already have the essential legal knowledge of forecourt safety (from Fuel Safety Essentials). This detailed 5 module course for managing and understanding fuel activities will build on your knowledge.


•• why fuel is regulated and the main hazards associated with it

•• the laws regarding fuel handling and how contamination is prevented

•• tank configuration and ullage

•• responsibilities in unassisted and assisted deliveries

•• problems and risks with deliveries and how to complete the petroleum delivery certificate properly



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2.25 Equality Essentials Code: HEQE


Course Overview:

A comprehensive overview of the Equality Act requirement for the fair and equal treatment of all. Lots of examples are used to put the law into ‘real life’ and aid understanding.








2.26 Anti-Bribery Awareness Code: HNTKABM


Course Overview:

The Bribery Act 2010 was brought in by the Government to combat bribery and corruption in the workplace, and to provide employees with a better understanding of the law. It’s not just senior officials or people in authority that need to know – anyone can expect to face criminal proceedings if they’re caught up in corruption, so knowing the facts about bribery and the consequences is essential.


•• what bribery is

•• what the offences under the Bribery Act are

•• what penalties you could face if you take or receive a bribe

•• the six principles of the bribery act 2010

•• how to prevent bribery in your workplace

•• when you can or can’t give gifts or hospitality to someone

•• how to report bribery in your workplace

•• your specific responsibilities as a manager

2.27 Immigration Essentials Code: RIMM


Course Overview:

The Home Office carry out regular, intelligence-led operations (often in partnership with other agencies and partners) to target illegal working, they take tough action against employers and employees who do not comply with the law. You are breaking the law if you employ a person who does not have the right to work in the UK, so your pre-employment checks must always be done - accurately - don’t get caught out.



•• the law on illegal working

•• your role and duty as a manager

•• the document checks you should carry out

•• examples of the various documents you could be given

•• the various types of immigration statuses held by people

•• the consequences if you do not carry out document checks and you are found to be employing an illegal worker



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2.28 Security Essentials Code: RSWE


Course Overview:

Theft is a criminal offence and is an extremely serious and sensitive issue. This course gives clear guidelines on how employees can spot offenders, what they should do about it and how they can play their part in preventing theft by customers and by other members of the team.


•• that theft in the workplace is a serious matter which could cost jobs

•• that you have a vital role to play in preventing workplace theft

•• more about theft, thieves and how to prevent theft

•• who steals - that it could be anyone

•• when theft occurs - especially at busy times of the day

•• how people steal - some of the common tricks used by thieves

•• till, stockroom and delivery security procedures

•• how to observe potential thieves and watch for signals

•• how to deter theft, including staff theft, and how to deal with it should it occur

2.29 Managing Stock Code: RMS1


Course Overview:

Managing stock correctly not only makes your store easier to run but can actually help to increase profits. That’s why this course is so effective in helping anyone in retail to understand how to control stock, the legal requirements and the ins and outs of stock rotation and effective displays.


•• how effective stock management can increase profits

•• the legal requirements regarding stock rotation and the ‘oldest first’ principle of display

•• ‘use by’ and ‘best before’ dates

•• how stock becomes damaged and the implications of damaged stock

•• how and when a product should be reduced and where it should be displayed

•• the importance and benefits of gap checks

•• the gap check procedure

2.30 PCI Essentials Code: HPCI


Course Overview:

The essential things all staff need to understand about the Payment Card Industry Data Security Standards (PCI DSS) and their responsibilities regarding compliance.



•• what PCI DSS are and why businesses must comply with them

•• what data theft is - the risks and what to do to prevent it

•• the scope of the Company’s and your responsibilities and the PCI goals

•• why you must handle manual card transactions correctly and how to do this

•• what data protection is all about

•• the benefits of compliance and the consequences of non-compliance



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2.31 Data Security and Protection Essentials Code: HDSEC


Course Overview:

This course gives the complete picture of the security of information and the potential theft of the valuable asset that is data, from who has access to what right through to the practicalities of keeping workstations secure and good practice in the use of IT equipment and internet and e-mail usage.



•• why security matters

•• that you are accountable for your logon

•• what constitutes a risk to confidentiality, integrity and availability of data/business information

•• workstation security procedures

•• the dos and don’ts of password security

•• the dos and don’ts of email usage

•• the dos and don’ts of internet and social media usage

•• that the usage is monitored and breaches lead to potential disciplinary action

•• that your credentials should never be shared

•• how to identify potential security risks

•• how to comply with data protection law (GDPR)

2.32 Preventing Terrorism and Dealing with Bomb Threats

Code: HNTKBTTakes about: 15 minutesAssessment:

Course Overview:

An e-briefing to raise awareness of the potential danger from terrorism and how to handle threats.


•• what could be suspicious and how to deal with any suspicions

•• types of bomb

•• how to keep secure

•• how to handle telephone bomb threats



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2.33 Asbestos Awareness Essentials Code: RNTK_ASB


Course Overview:

Asbestos is a highly dangerous product that causes thousands of deaths in the UK every year. This course will give you an essential understanding of the dangers of asbestos and how to deal with it safely in the workplace.


•• what asbestos is

•• where it can be found

•• why it can be dangerous


2.34 Managing Health and Safety Code: HHSM


Please see Hospitality course for details, as topics covered are the same.


2.35 Managing Food Hygiene Code: HFHM


Please see Hospitality course for details, as topics covered are the same.


2.36 Equality for Managers Code: HEQM


Course Overview:

A comprehensive overview of the Equality Act requirement for the fair and equal treatment of all. Lots of examples are used to put the law into ‘real life’ and aid understanding. This Managers course includes some sophisticated scenarios allowing the learner to practice identifying situations, who is involved and how, and then the best course of action to take.

CPD certified



•• some examples and effects of discrimination and where lawful discrimination is allowed

•• the discrimination and harassment types defined under the law and what the protected characteristics are


•• how to identify and react to discrimination situations, in a ‘virtual’ company



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2.37 Asbestos Awareness for Managers Code: RNTK_ASBM


Course Overview:

This comprehensive guide will give you an understanding of the dangers of asbestos and your duty of care to manage it to ensure your workplace is safe and free from harm for staff and customers.


•• what asbestos is, where it can be found and why it can be dangerous

•• how to monitor your asbestos


•• your role as a manager dealing with the safety of your environment

2.38 Sales and Service Essentials Code: RSSE


Course Overview:

This course is all about getting the most out of your relationship with your customers. It’s about being successful. Success means being part of a winning team which makes you more valuable - the more active you are the more successful you’ll be, what’s not to like?


•• that sales and good service is about getting on with people well, which leads to greater job satisfaction all round

•• steps to a sale including how to make the first move with customers and why it can make a big difference to how you both feel

•• how to ‘suss’ customers out and look for buying signals

•• that product knowledge is key to successful sales

•• how to increase sales, by up selling, linking products, offering alternatives, the power of touch and offering an opinion

•• that there are many different types of people and understanding these types and adjusting your style to theirs helps with rapport and maximising sales

•• that even a difficult situation can be made a whole lot easier with some simple things like making eye contact and smiling, letting people know what’s going on and not struggling on but calling for help if needed

•• the simple rules for managing queues and signalling for help

•• that after making a great first impression they then have to deliver on their promise to be friendly and helpful

2.39 Sales and Service Essentials - Compact Code: RSSEC


Course Overview:

This course is all about getting the most out of your relationship with your customers in a store environment where straightforward products are sold. It’s all about being successful. Success means being part of a winning team which makes you more valuable - the more active you are the more successful you’ll be, what’s not to like? (This compact version removes the product specific role plays from module 2, to make it more relevant to sales staff in smaller stores.) See Sales and Service Essentials for learning objectives.

2.40 Counter Food Sales and Service Essentials

Code: HSSECTakes about: 60 minutesAssessment:

Course Overview:

For people who serve customers with food and drinks over the counter, this course is designed to give you the confidence and the skills to be really brilliant at sales and service, and ultimately give your customers the best experience and you the best rewards.



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•• how to get the best for you and your customers, even when you’re busy

•• the importance of knowing what you offer and how to use this to improve the customer experience


•• techniques to increase sales and your job satisfaction


•• how to vary your approach according to the customers and the environment

2.41 Sales and Service Challenge Code: RSASC1


Course Overview:

How do your team perform every day? Do they have the skills to deliver a great guest experience every time that means their store is more than just average? This challenge puts your team in a game to see if they can charge their batteries on everything they need to make their store perform. There are a number of stages where they watch the game unfold and then they have to decide what to do next and in what order. It all adds up to keeping the customers loyal and spending in store.

2.42 Clear Communication Code: ECB_CC


Course Overview:

Being able to communicate clearly when you write and speak will help you to succeed at work, reduce stress and make customers happy. With this concise Clear Communication course we’ll give you lots of opportunities to practice and develop key skills for speaking and writing, to make your life easier.


•• what good verbal and written communication is – practical tips and tricks

•• which are the right words to use and what they mean

•• what using plain English means

•• how to make your communications useful, complete and correct

2.43 Serving Customers with Hearing Loss Code: RHLITL


Course Overview:

Did you know that approximately 10 million people in the UK have some form of hearing loss? Research has shown that over 50% of those people have experienced difficulties when accessing goods and services, so being able to communicate effectively with a customer who is deaf or hard of hearing is not only a great benefit to you and your company, but also makes a huge difference to the experience of up to 1 in 6 of your potential customers. This course gives an awareness of how to improve your service to customers who are deaf or hard of hearing, and an understanding of how knowing the basics can be rewarding for all.



•• the facts about deafness and hearing loss

•• how to communicate effectively and why it’s important

•• how the human ear works and what causes hearing loss

•• about hearing aids and hearing loop systems and how they work

•• what British Sign Language (BSL) is and some frequently used signs

•• how you can find out more about hearing loss



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2.44 Effective Merchandising Code: REM1


Course Overview:

Presenting the merchandise to the customer in the right way is a fundamental part of the sales process. This course goes through the best way to do it and how to spot the simple mistakes that can impact sales. Everything from the best way to make the most of the visual impact to the legal requirements of shelf edge labels is covered.


•• how effective merchandising can affect the bottom line

•• ways to maximise the impact and attractiveness of products and ways to easily identify them

•• a guide to understanding planograms and how to create an excellent product display

•• the steps to take when receiving and implementing planograms

•• the legalities of shelf edge labels

2.45 Visual Merchandising Skills Code: RVMS


Course Overview:

This course is all about what visual merchandising (VM) is and why it’s important to you, not just at work but also when you’re trying to buy things as a customer. It’s about how things look and how to grab customers’ attention so they become aware of something and buy it. In retail VM isn’t an option, it works and it’s essential.


•• what VM is and why it works/doesn’t work

•• your role in making it work - part of the VM team

•• the impact of store design on VM

•• the importance of ‘building the brand’ in store

•• the use of colour, the colour wheel and colour schemes

•• the basics of window dressing, different displays and how they pull people in

•• types of windows, layout, grouping and balance

•• that ‘retail is detail’

•• floor layout, fixtures and fittings, zones and routes, signage and labelling - how these things draw the customers in and take them on a journey

•• eye level is buy level

•• different display options and merchandising approaches and the merits of each

•• fashion VM and the importance of keeping clothes tidy, mannequins and the dressing techniques

•• tips for non-fashion VM

•• VM is nothing without stock, handling it correctly, keeping gaps filled, merchandising offers, sales, discounts and different types of stock (old/new/fragmented/reduced

2.46 Fresh Produce Code: RNTKFP


Course Overview:

Fresh fruit and vegetables have long been recognised as one of the most important aspects of fresh food sales. The fresh produce department is the first one a customer sees when they enter the store. How it looks and the quality of what it sells will influence their decision on whether to shop there.


•• what good looks like and how to keep it that way

•• how the products get to store

•• the key things that can go wrong



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•• how to merchandise to increase sales

•• how to reduce shrinkage and waste

•• how to look after flowers

•• a little more about the products that you stock to help the customer do more

•• products that go well with each other to increase link sales

2.47 Perfect Serve Series Code: HNTK_various

Takes about: 20-30 minutes eachAssessment:

Course Overview:

Developed for the hospitality sector, but product information and history can improve sales in retail. Check out the courses in the Hospitality section.



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Funeral businesses have unique training challenges. Upskill People understand what you want from your staff and what they want from their jobs. Because our training takes in the whole picture we create innovative online learning geared to your world.


Funeral Series 3.0



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3.1 Welcome to Funeral Code: RFWF1


Course Overview:

Here’s the ideal start for anyone joining a new Company, with everything you need to know about the funeral sector to the way the Company is structured, its policies, procedures and the help and support available to you.


•• what working in the funeral sector entails


•• that good client service is key




3.2 Funeral Personal Essentials Code: RFPE1


Course Overview:










3.3 Funeral Health and Safety Essentials Code: RFHSE


Course Overview:










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3.4 Funeral Fire Safety Essentials Code: RFFIRE


Course Overview:










3.5 Funeral Security Essentials Code: RFSEC


Course Overview:

A short course to highlight the important branch security procedures, including lone working and viewing deceased.


•• what the branch access procedures are

•• how to look after cash, valuables and related items

•• security of personal belongings and client information

•• the restricted viewing policy of a deceased

•• the lone working policy for the safety of team members - within and outside of the office

3.6 Identification of the Deceased Code: ECB_RFIDD


Course Overview:

This e-briefing will quickly show the learner how to carry out all the correct procedures around identification of the deceased.

On completing this e-briefing you will understand:

•• what to do with all removals, on behalf of HM Coroner or hospital

•• procedures for arrival at funeral premises

•• coffin/casket identification and placing the deceased in it

•• procedures prior to departure and whilst at the funeral



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3.7 Care and Preparation of the Deceased Code: RFPTD


Course Overview:

This e-briefing will show the learner the key procedures in the mortuary for caring for the deceased with dignity and respect.

On completing this e-briefing you will understand about:

•• Mortuary supplies and equipment

•• Receiving the deceased

•• Preparing the deceased

•• Dressing and coffining



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Series benefits• Understands the challenges of managing people, and how to deliver better performance and

bottom line results.

• Provides a strong foundation of knowledge on which to build, through comprehensive and practical manager-centred learning that’s cleverly condensed.

• Improves skills through challenging, immersive and realistic scenarios.

• Tests manager’s understanding and decision making skills ‘in the moment’, using continuous assessment techniques.

• Covers the lifecycle of people management responsibilities – from induction through to performance management.

• Blends with other learning to support further management development.

• Delivers insight through survey functionality and question level analysis. Skill level is assessed throughout.

• Complements your specific business processes and procedures with a customisable learning design.

• Training can happen at a time that’s convenient for the manager – and convenient for the business.

“The characters were all very recognisable and I was hooked on the story. It made me want to learn.”

Series features• Practical and easy-to-follow guidance to help people shine.

• High quality video production made using broadcast technology and professional actors.

• Challenging story-led simulations test learners’ application of knowledge.

• Downloadable documents for easy reference and further reading.

Managing People is a series of e-learning courses that equip your managers with the skills to help their team members shine. Get ready to be immersed in a fully interactive, story-led learning experience. We’re opening the doors to a higher level of management performance.

Managing People is a new kind of management training. It harnesses the power of high quality video production and dramatic scenarios to bring the challenges of leadership to life. Thought-provoking and challenging scenarios put your managers through their paces as they make the decisions and apply this knowledge. This series prepares a new manager for the role and develops the confidence of even the most experienced manager.

“Managing People gave me the confidence to deal with some challenging situations. The practical approach meant I was able to apply what I learnt from day one!”

The story lines are based on the very best industry practice and inspired by people who have been there and done it. We’ve drawn upon established management theories and applied them to practical situations. Managing People is designed to enhance and seamlessly blend with your current programmes and procedures.

Your managers will not only know how to make changes, but will want to make changes. Their teams will quickly experience the benefits of better people management. And your customers will find improved efficiency and friendlier service.

“’I’ve been a manager for years, and I found the scenario-based learning really stretching. The course has really sharpened my people skills.”

Managing People Series 4.0



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• Detailed analysis of each learner’s progress, so you can pinpoint where additional support is needed.

• Animations add to the realistic episodes to aid memory and understanding.

• End of course surveys record learner satisfaction.

• Hosted on the Upskill People platform – one place to report on all learning and development, both online, offline and face to face.

• Responsive design allowing learners to access the course on any device, anywhere, any time.

Series overview

The Managing People series takes place in the Rise and Dine Deli - a fictional national company. With over 100 outlets it faces the same managing people challenges as many businesses.

“Rise and Dine is a fictional business, but the people and the challenges the manager faces are all very real and feel close to home.”

Rise and Dine Deli offers hospitality with diner area, where customers can eat in or take away coffee and food that has been freshly prepared on the premises. A retail area sells pre-packaged deli items (chutneys, jams, fresh fruit and health foods) along with products for the home (aprons, coffee machines and selected kitchenware).

The star of the series is Charlotte. She’s new in her role, starting her career with Rise and Dine Deli. She’s been brought in to improve an under-performing outlet that has some serious staff issues. She has a lot to deal with and some tough choices to make.

Your managers will make decisions for Charlotte as she works out a plan of action to turn things around. Each episode gives managers the chance to improve their knowledge and confidence across different areas of people management, with challenging scenarios designed to really test their skills.

Characters• Manager - Charlotte

• Diner, Back of House - Tom, Kerry

• Diner, Front of House - Anna, Rosie, Leona

• Shop - Gemma, Oscar, Vijay

• Area Manager - Tony

This series is endorsed by:

in Haringey

and is CPD certified



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4.1 Preparation Code: MAN01


“Joining the business as a manager, and having to take over an established team was daunting. I really valued having access to Managing People during onboarding.”

Course Overview: Plan how to engage with and motivate a team.

Whether you’re new to the role or already have experience, as a manager you need to be both confident and effective. This requires preparing for the challenges ahead.

This episode helps you understand how successfully communicating with your team builds positive relationships. By interacting with your team, you will quickly identify key challenges and areas for improvement. Using this knowledge, you can create a plan to achieve positive change.

Story: Charlotte’s first task is to assess the existing team and their performance (something worth doing regularly) - to build a picture of why the outlet’s performance declined under the previous manager. She starts with 1-2-1 conversations with each member of the team. It’s evident she’s got her hands full. Some employees are falling behind the required standards and she has inherited some unresolved issues.

The road ahead seems daunting, but by adopting the right attitude and approach, she can achieve great things.

Key knowledge and skills covered:

•• planning and reviewing (100 day plan):

•• -assessing key challenges within the outlet

•• -planning how to carry out a thorough assessment of your team

•• -identifying roles and performance areas that need improvement

•• -evaluating priorities

•• -setting a realistic strategy with goals and deadlines

•• carrying out effective and purposeful 1-2-1 conversations with team members

•• evaluating skill vs will:

•• -how much can a member of staff rely on their skills to complete a task?

•• -how much do they really want to complete that task?

•• delegating - identifying and utilising staff to improve your team’s performance

•• communicating - understanding your staff’s needs whilst confidently asserting yourself in open conversations

•• prioritising - managing deadline-orientated tasks in a people-focused way

Outcomes - you will confidently be able to:

•• understand how and why you need to create a 100 day plan

•• effectively plan and prioritise tasks to improve business performance

•• understand the concept of identifying what is urgent and important

•• hold 1-2-1 conversations in an effective, structured way

•• introduce the concept of the staff performance review/appraisal as a way to deliver individual and business performance

•• explore team member roles to identify strengths and weaknesses

4.2 Wellbeing Code: MAN02


“The WELL acronym is a really helpful way of remembering how you can look out for your team’s mental health and wellbeing. Mental health is often not talked about, Managing People handles the subject in a practical but sensitive way.”

Course Overview: Confidently manage mental health and wellbeing to create and maintain a culture of care.

Learn to recognise when someone might be struggling with a personal or work-related issue that is affecting their wellbeing. Learn what to look out for and how to approach team members who may be experiencing a mental health issue.

This episode gives you confidence to make changes that remove the stigma of mental health issues in the workplace. You’ll discover how you can create a culture of communication and empathy to help your team perform at its best.

Story: Charlotte is concerned for the wellbeing of a couple of her team. Rosie has been turning up late for work, seems unhappy and is often scruffy. Anna has been making a lot of mistakes recently and has left jobs half-finished. She’s also being snappy with colleagues.

Charlotte must find the right way to engage with team members, handling difficult conversations with sensitivity and empathy. She must also tackle the behaviour that’s having a bad effect on the team.



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•• knowing what indicators of poor mental health and wellbeing to look out for

•• understanding your duty of care for team members’ mental health and wellbeing

•• knowing how to talk to team members about mental health

•• creating a culture of mental health awareness and support

•• creating an environment where people look out for each other


•• spot the signs of someone possibly struggling with mental health issues

•• prevent your workplace adding to stress and poor mental health

•• speak to your people and encourage an open conversation about their personal situations

•• build confidential trust

•• assess and amend job roles to help prevent mental health issues

•• find ways to prevent mental health issues turning into costly absences

4.3 Recruitment Code: MAN03


“It not only covered basic interviewing skills, but also how the recruitment process can affect your existing team. The scenrios went beyond what I was expecting and made me re-evaluate my approach.”

Course Overview: Recruit, select and develop the right people with the right skills for the team.

Recruiting the right people is essential to help build and manage a successful team.

In this episode, you’ll learn how to identify skills gaps in your team and consider the different ways to fill them. You’ll understand the importance of assessing and monitoring performance and how to develop team members for promotion. You’ll also discover the knowledge and skills required to effectively prepare for, and conduct, external interviews.

Story: After going through the process of assessing her team, Charlotte begins the recruitment process for vacant roles. A new team member is required. Charlotte interviews external candidates who have been selected based on key criteria. She narrows it down to two candidates. But which should she choose?

Charlotte also needs to fill a Team Leader role. Tony, her boss, is insistent that someone with leadership experience should be recruited. However, this is a role that Oscar has unsuccessfully applied for in the past. If he’s overlooked again, he might start asking some serious questions.


•• reviewing application forms and selecting candidates for interview

•• understanding how the competencies of your staff/roles relate to business goals

•• asking the right questions in the interview

•• listening to what your candidates say in interview – both verbally and non-verbally

•• planning and communicating to get the best from each candidate during the interview

•• selecting the right candidate for the role whilst avoiding legal pitfalls

•• rejecting internal/external candidates legally and professionally

•• being assertive in conversations with your manager without becoming aggressive


•• explain the importance of considering the job role when recruiting for a vacancy

•• state the job skills and knowledge required

•• explain the difference between ‘essential’ and ‘desirable’ criteria

•• avoid any potential allegations of discrimination by reverting to your Company’s own selection criteria and processes

•• develop a successful interviewing technique

•• create effective criteria for interview assessment

•• demonstrate how to gain rapport without building risk

•• describe how to effectively consider protected characteristics during interview and recruitment

•• make the right, legal recruitment decision

•• reject candidates in a positive way to maintain brand image

•• positively deliver the outcome and feedback to a successful candidate

•• prepare for new arrival(s)



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4.4 Induction Code: MAN04


“I previously thought of induction as a bit of a ‘tick box’ exercise. Managing People helped me understand its value in creating motivated team members.”

Course Overview: Successfully induct a new starter and address issues with performance during probation.

It’s important new recruits get the best possible start, if you want to make sure they stay and thrive. Learn to motivate people in their roles and give them confidence to learn new skills.

This episode helps you manage a successful induction process that results in high staff morale and retention. You’ll also learn how to handle performance issues during probation, and when to step in with further training if a member of your team has not gained the skills they need through induction.

Story: Charlotte’s taken on responsibility for inducting the new team member and she’s received an unexpected piece of information that’s given her cause for concern. It seems they’ve been quietly helping themselves to some stock. Charlotte needs to deal with this fast.

Meanwhile, Charlotte also needs to address team member Gemma’s repeated absence and poor performance. It’s revealed that Gemma lacks confidence in her role because she was never given a proper induction. What should Charlotte do?


•• stating the key factors of a successful induction process

•• communicating to keep the team informed

•• highlighting key milestones and monitoring an induction process

•• delegating responsibility effectively

•• building the relationship with a new team member and keeping them motivated

•• recognising when an induction process needs amending


•• explain the importance and key factors of a successful induction process

•• explain the importance of the probationary period

•• delegate parts of the induction process

•• monitor and observe the effectiveness of an induction process

•• measure the success of the induction process within the probationary period (SMART objectives)

•• understand the benefits of effective staff training

•• acknowledge that people make mistakes - it aids learning

4.5 Coaching & Performance Management Code: MAN05


“I found myself in the situation of having to manage an underperforming member of staff. Managing People gave me the tools I needed to handle some difficult conversations.”

Course Overview: Effectively manage and motivate your team to achieve their best performance.

You get the best results from your people when you’re seen as a positive leader who is easy to talk to.

This episode looks at how regular, consistent assessments of the morale, skills and behaviour of staff is vital to improving business results. Learn to successfully communicate your leadership to keep your people, and their performances, on track. Find out how to effectively manage performance issues and confidently handle difficult conversations.

Story: Charlotte needs to make sure she’s getting the best performance from her team. Chef Tom is being rude to other members of the team and Charlotte needs to address this before it gets out of hand. His performance is also not up to the required standard. She plans to discuss and agree a Performance Improvement Plan with him. Tom is difficult to communicate with, and has complained to other team members that he feels picked on – so this is not going to be easy.

Meanwhile, Charlotte has observed Oscar, who is being developed for a Team Leader role, having a crisis of confidence. She needs to intervene before this starts to impact on his wellbeing and performance. She makes time for a coaching conversation that helps Oscar to look at things with a new perspective.


•• assessing individual and team morale

•• using coaching skills to motivate people

•• using feedback to encourage goal achievement and development opportunities



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•• scripting - using scripts to get to the root of an issue

•• building the scene:

•• -asking the right questions to understand the reason(s) for poor performance

•• taking action - the importance of resolving issues raised

•• dealing with sensitive subjects

•• taking appropriate action to resolve performance issues

•• handling difficult conversations - how best to deal with conflict

•• agreeding a performance improvement plan (PIP) with a team member

•• problem solving and grievances - knowing when to call for help and support

•• recognising and praising team members who are performing to standard


•• demonstrate an understanding of the motivation, skills and negative behaviours of the team

•• recognise when coaching is the most effective way to motivate

•• identify where you and your team are going - check in with your 100 day plan

•• identify and monitor weaknesses within the team

•• conduct an effective coaching conversation to improve performance

•• create actions to improve performance

•• encourage staff to reach agreed goals and pick up any development opportunities

•• deliver effective progress feedback to your team

•• differentiate between, and manage, poor, good and great performance

•• monitor and measure performance against agreed goals

•• deal with difficult performance issues, including difficult conversations, to achieve a positive outcome

•• understand when to seek support, and from whom, to manage risk to the business

•• consider methods of managing performance

•• assert appropriate authority and leadership of the team, without becoming a potential victim (i.e. bullying from staff)

•• maintain good, accurate records of all your staff

4.6 Appraisals Code: MAN06


“I think many people dread appraisals. I know I did. Managing People showed me how to approach them with a positive frame of mind.”

Course Overview: Carry out an evidence-based assessment of an individual’s performance, manage an effective appraisal meeting and set meaningful objectives.

As their manager, your team looks to you for recognition of the job they’re doing. Conducting effective appraisals is crucial to increasing and maintaining high levels of motivation, performance and efficiency.

In this episode, you’ll gain the knowledge and confidence to prepare for and deliver appraisals. Your team should feel engaged and valued as their skills, understanding and performances are acknowledged. You’ll also learn how to address areas of improvement through objective setting and deal successfully with disagreement in an appraisal meeting.

Story: Rise and Dine Deli’s annual appraisals have not been efficiently carried out over the past few years, so Charlotte is determined to make sure that all employees have a proper review. She’s had appraisal meetings with some of the team already and is feeling upbeat about her conversation with chef Tom. However, things don’t go to plan and she’s faced with a very difficult situation.

Charlotte finds herself having to think quickly in the face of an unexpected outburst from another member of the team. This forces her to assess her own performance and reflect on how she could have handled some things differently.


•• motivating team members by showing recognition of performance

•• keeping staff involved and contributing to their appraisal, even when absent (i.e. sick/ma-ternity leave)

•• providing continuous feedback - ensuring performance feedback is given leading up to appraisal so nothing comes as a surprise

•• setting and monitoring SMART objectives

•• problem solving - winning round disengaged staff and reacting to unforeseen challenges



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•• review business and individual performance

•• align individual performance and strengths with business objectives

•• develop an individual’s strengths and help them to achieve new ones

•• iron-out weaknesses in staff

•• set personal and team SMART objectives (task and behavioural)

•• make the appraisal/review process a positive experience for all involved

•• be prepared for unexpected staff challenges and know what to do

4.7 Managing Talent Code: MAN07


“It’s all too easy to focus solely on solving problems, and forget to look for opportunities for staff to develop. Managing People prompted me to assess the talent in my team and think of ways to keep them motivated.”

Course Overview: Recognise high performing individuals, develop emerging talent and motivate team members to continuously improve.

Leading a team is an ongoing process and taking a step back to look at the bigger picture can be a challenge when in a busy role. However, forward planning is vital if you are to maintain a high performing team.

In this final episode of the series, you’ll learn the importance of regularly evaluating the performance of your people. You must continuously monitor performance to identify areas for improvement and opportunities to develop team members. You’ll discover the need to keep people motivated and engaged (including yourself!), even when there is no immediate opportunity for career progression.

Story: Charlotte is due her three-month probation period review – an opportunity to reflect on her team now: what she has achieved, what the team has achieved themselves and the effect this has had on the business.

One member of staff will be going on maternity leave soon, so temporary cover needs to be organised. In conversation, Charlotte learns that another valued member of the team has been offered a job with a rival company. This forces her to look at how she can retain all of her top performers – even when there may be no immediate opportunities for development.

If there’s one thing Charlotte has learned in her role as Manager, it’s that there will always be challenges and new problems to solve.


•• reviewing the team’s improvements, comparing from day 1: skill vs will:

•• -how much can a member of staff rely on their skills to complete a task?

•• -how much do they really want to complete that task?

•• reviewing the 100 day plan:

•• -review plans and priorities

•• -assessing outlet performance

•• -making the best choices for your staff whilst avoiding business risk


•• review all staff and assess their individual contributions to the team’s current and future success

•• assess an individual’s suitability for further role development

•• effectively decide how to restructure your team based on strengths and business risk

•• consider options and ramifications of promoting your staff outside of the single business unit

•• consider additional input and support from your manager

•• review performance against original 100 day plan



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Managing People - Mastery ChecksOverviewTo supplement Managing People, we have developed a series of mastery checks for each of the episodes. The mastery checks can be used in two ways. Firstly, they can test a manager’s knowledge before taking any courses to determine whether they have a skills gap. Secondly, they are a great way of proving behaviour change and testing knowledge retention during the period (3/6/12 months) after completing the full series.

4.8 Preparation - Mastery Check Code: MAN01_R

Takes about: 40 minutes Assessment:

Course Overview: Discover how to plan to engage with and motivate a team


•• planning and reviewing

•• assessing of your team

•• identifying areas that need improvement

•• evaluating priorities

•• carrying out effective and purposeful 1-2-1 conversations

•• evaluating skill vs will

•• communicating and prioritising in a people-focused way

4.9 Wellbeing - Mastery Check

Code: MAN02_R Takes about: 40 minutes Assessment:

Course Overview: Can you confidently manage and understand mental health and wellbeing to create and maintain a culture of care?


•• knowing what indicators of poor mental health and wellbeing to look out for

•• understanding your duty of care for your team

•• knowing how to talk about mental health

•• creating a culture of mental health awareness and support

•• creating an environment where people look out for each other

4.10 Recruitment - Mastery Check Code: MAN03_R


Course Overview: Are you able to recruit, select and develop the right people with the right skills for the team?


•• understanding competencies of staff related to the business

•• listening to what your candidates say in interview – both verbally and non-verbally

•• planning and communicating to get the best from each candidate during the interview

•• rejecting internal/external candidates legally and professionally



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4.11 Induction - Mastery Check Code: MAN04_R


Course Overview: How to successfully induct a new starter and address issues with performance during probation.


•• communicating to keep the team informed

•• highlighting key milestones and monitoring an induction process

•• delegating effectively

•• building the relationship with a new team member

4.12 Coaching & Performance - Mastery Check Code: MAN05_R


Course Overview: Asses whether you effectively manage and motivate your team to achieve their best performance.


•• assessing individual and team morale

•• using coaching skills to motivate people

•• using feedback to encourage achievement and development

•• taking action - the importance of resolving issues raised

•• performance improvement plans (PIPs)

4.13 Appraisals - Mastery Check Code: MAN06_R


Course Overview: Can you carry out an evidence-based assessment of an individual’s performance, manage an effective appraisal meeting and set meaningful objectives?


•• motivating team members by showing recognition of performance

•• keeping staff involved, even when absent (i.e. sick/maternity leave)

•• providing continuous feedback

•• setting and monitoring SMART objectives

•• problem solving

4.14 Managing Talent - Mastery Check Code: MAN07_R


Course Overview: Test yourself on the basic knowledge of recognising high performing individuals. The course will confirm if you can develop emerging talent and motivate team members to continuously improve.


•• review plans and priorities

•• assessing outlet performance

•• make the best choices for your staff whilst avoiding business risk

•• consider additional input and support from your manager



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Let’s be honest, contact centres can get bad press for customer and employee satisfaction. This makes recruiting and retaining quality staff difficult. But your employees provide a vital part of life today. Everyone uses contact centres!

You need high-quality training for staff to gain better skills, increase performance, and to recognise their jobs as a vital part of the modern business world.

We call our online learning ‘espresso learning’, it’s focused, powerful and hits the spot. We can deliver what you need with our straight off the shelf library, or create bespoke training materials tailored to your specific needs.

Our online learning for contact centres encourages staff to develop a positive mental attitude, helping them achieve effective phone communication, increase sales success, handle complaints and maintain job satisfaction. It’s cost effective because it’s focused to your business.

Topics like understanding brand, ‘netiquette’ and compliance are all covered. All delivered in a way your team can quickly understand and relate to.


Contact Centre Series 5.0



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5.1 Communicating Effectively by Phone Code: CCEP


Course Overview:

There are definite techniques for increasing the effectiveness of a telesales call and this course provides a checklist of the listening and customer focus skills that will enhance communication and empower you on the phone.


•• how to listen effectively

•• body language and how it affects the way you communicate with others, even on the phone

•• how positive body language can make you more confident, friendly and helpful

•• how to clarify the caller’s requirements

•• how to help callers with speech or hearing difficulty

5.2 Delighting Your Customer Code: CDYC


Course Overview:

Thinking about what the customer wants can turn an unsatisfied customer into a loyal and regular buyer of your goods and services. This course covers personal skills such as building great rapport and adopting the right attitude. It shows how these skills lead to better sales and a better career.


•• that the ability to influence others positively is empowering for you

•• how to build rapport with customers and exceed expectations

•• that a dissatisfied customer will tell lots of people of an unhappy experience

•• the standards and attitudes which characterise professionalism

•• the importance of punctuality

•• that poor customer service leads to lost customers

•• that lost customers can lead to job losses

5.3 Call Complaint Handling Code: CCCH


Course Overview:

This course gives the tools and techniques needed to deal with customer complaints in a positive manner, to make an unhappy customer into a raving fan of the company and to be ready for anything.


•• a complaint is an opportunity to put things right and turn criticism into praise

•• never to make assumptions about the nature of a complaint

•• that showing empathy with the customer helps resolve conflict

•• staying calm and rational with an emotional customer helps to control the situation

•• it’s not helpful or professional to contradict an annoyed customer or respond to rudeness

•• exercising the skills to resolve a challenging call can be very satisfying

5.4 Preparing and Opening Your Call Code: CPOC


Course Overview:

The clue is in the title, here’s the full guide on how to go about doing the groundwork for a sales call and how the voice, the attitude and even the body language can help with the tricky task of opening the call satisfactorily.



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•• how to use body language to develop a positive mind-set

•• how to use psychological techniques to boost energy and confidence

•• that the ingredients of success are skills, knowledge and attitude

•• that sharpening and practising skills will make you an expert at applying knowledge

•• making assumptions about a customer can interfere with your ability to make a successful sale

•• preparation is the key to a successful sales call

•• if you always try to be better you will always be the best you can be

5.5 Answering Your Customers’ Needs Code: CACN


Course Overview:

It’s the most basic skill there is in any sales scenario and this course puts this into context for anyone using the telephone to establish a sales conversation and improve overall sales performance.


•• good questioning techniques help to gather accurate information

•• how to match products and services to customers’ needs

•• your attitude is important because it affects your customers’ decision to buy

•• if you sell as though all your customers are the same, you’ll sell very little

•• if you don’t know what your customers need, you won’t be able to help them

•• about using open questions to gather information and using closed questions for confirmation

•• that during a sales call it’s necessary to paint a verbal picture for the customer

•• if you don’t sell the benefits to your customers it’s unlikely there’ll be a sale

•• it’s your job to know your business, without this knowledge you are no use to the customer and won’t succeed

5.6 Closing Your Sale Code: CCYS


Course Overview:

Do you know when and how to close? Here’s how to get the customer from merely interested to the point of purchase for that all important sale. This course gives the essential skills for overcoming objections and finally closing the sale.


•• a close is the point in a sale where the customer is asked for an order

•• if a need is established in the customer’s mind, they should close immediately

•• the one time to make an assumption during a sale is when they ask to place an order

•• about different types of closing; direct, assumptive or alternative

•• how to recognise objections and overcome them

•• how to turn ‘no’ into ‘yes’ through good questioning techniques



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Upskill People’s comprehensive Key Skills series harnesses the individuality and energy of the people that are your team. We know the most productive individuals are skilled team-workers, so we train staff to recognise and develop their personal skills in the workplace, to support each other, work flexibly, and to see strengths and weaknesses in themselves and the rest of their team.

We deliver training in communication skills and problem solving to help staff perform more effectively. Learning is linked to increasing motivation, enthusiasm and application. This is ‘espresso’ online learning, it gets the job done first time, saving you time and money!

In today’s world, more and more is demanded of staff by employers and customers. Our learners get the skills they need to meet these challenges, and are encouraged to value their personal abilities in the work they do. That means happier staff that stay longer.

All this is delivered in focused, cost-effective packages tailored to your demands. Key Skills training is available off the shelf or we can tweak it to create tailored training to meet your exact requirements. Either way, it turns your people into great team members - focused and productive.


Key Skills 6.0



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6.1 Working with Others Code: KSWO


Course Overview:

This course uncovers the way teams work, from understanding the individual’s role to the benefits of cooperative working. Here’s the low down on how the most effective teams are made, good leadership and assessing efficiencies and areas for improvement.


•• the importance of good teamwork and co-operation to achieve a successful common goal

•• that good teamwork involves co-operation, courtesy and communication

•• how to relate well to others at work by showing understanding and being responsive

•• that assertiveness is not just looking after your own interests

•• an effective team member must work with diversity in all its forms without prejudice

•• how to get results through coaching and how to give and receive constructive feedback

•• what qualities make a good leader

•• how to assess personal strengths and weaknesses

6.2 Communication Code: KSC1


Course Overview:

Communication is the art of achieving understanding and that means having to find out about all the different ways of conveying information, including the people it’s aimed at. It’s also about the written and the spoken word and the two way traffic of comprehension in both.


•• how to identify the key points of written text by speed-reading and summarising

•• that illustrations or graphical information can save hours of wading through dense text

•• that different writing styles can be used to achieve different results - know the reader

•• the choice of presentation will depend on the length and complexity of the message

•• accuracy with content, grammar, spelling and punctuation is important - avoid jargon

•• communication is a two-way process where active listening is just as important as talking

•• when speaking, you must understand and respond to the audience to deliver the mes-sage well

•• strategies for handling conflict and how to negotiate an agreement

6.3 Problem Solving Code: KSPS


Course Overview:

Here’s a step by step approach to solving problems, all the way from the initial preparation and research right through to implementing effective solutions and even preventing problems from cropping up again in the future.


•• problems are challenges and you need to anticipate difficulties

•• in order to find a solution, the cause must first be identified by fact finding

•• how to draw conclusions from research in order to plan the next move

•• if a solution will not work, return to the problem solving process to try a different solution

•• how to go about choosing the best conclusion from those available

•• the importance of checking if the solution brought about other problems which need addressing

•• that steps must be taken to ensure the problem does not arise again



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6.4 Your Learning and Performance Code: KSLP


Course Overview:

We all learn in different ways and this course gives you a clear view of making the most of your own styles as well as a guide to using energy and dedication to give more knowledge from the particular format of what you use to learn from.


•• how to identify your preferred learning style, i.e. whether visual, auditory, kinaesthetic

•• the learning environment can be influential

•• the importance of realistic goal setting and how to set objectives

•• how to prioritise tasks and avoid procrastination

•• the need to think ahead to organise time effectively

•• that self-belief, time and effort are needed to achieve your goals

6.5 You Code: KSY1


Course Overview:

If you think you know yourself this course provides an even deeper insight into the way you think, your attitudes and beliefs in the work context. It’s also about improving your self-esteem and building on the positives in your relationships with other people.


•• how to consciously evaluate your aims, objectives and values in life and work

•• the difference between assertion and non-assertion and how to agree or disagree assertively

•• how to accept appropriate criticism and praise by listening without question and remaining objective

•• how to channel emotional reactions constructively, controlling anger

•• the reasons for your reactions

•• your own capabilities, knowing that ignorance does not mean weakness

•• that making mistakes is an inevitable, necessary and beneficial part of the learning process

•• that body language, like care with personal appearance, is self-fulfilling behaviour - you can be how you want to be



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Creating memorable guest experiences.

Star Quality Hospitality Consultancy specialises in working with the owner/managers of independent hotels and restaurants focusing on their business structure, operations and service delivery to create memorable guest experiences. Their founder, Monica Or, is also an accomplished international speaker, trainer and Amazon best-selling author of the ‘Star Quality’ series of books. All courses in this series have been written by Monica Or, to supplement Upskill People’s extensive library of courses.

Delivering a Star Quality Experience. Equipping your hospitality team members and managers with the skills to create memorable guest experiences. This programme consists of eight mini courses which will take you on a journey and demonstrate what you need to know to create loyal guests and establishment advocates. The best form of advertising is through word of mouth and people love to share their experiences.

Based on the Amazon Best Seller ‘Star Quality Experience - The Hotelier’s Guide to Creating Memorable Guest Journeys’, this online programme will take you through the author’s signature 7Rs model.

All the courses in this series are written by:

Star Quality Hospitality Training

7.0



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7.1 Delivering a Star Quality Experience – Introduction

Code: MOR_SQE Takes about: 10 minutes

Assessment:

Course Overview:

To create memorable guest experiences, as a hospitality professional you need to put yourself in the guest’s shoes. This course will give you an overview of what those in the know do before even meeting their guests, the touch points during their guests’ stay, and what happens after their guests leaves. You will be given an introduction to ‘The 7Rs Model to Creating Memorable Guest Experiences’.


•• what you need to do to ensure your guest books with you

•• how much you really know about your guests

•• new ways to make your guest experiences memorable

•• how to get your guests to rave about you

•• why your guests will want to keep coming back to you

The next 7 courses will show you how to implement these techniques in your place. You will then have all you need to know to ensure you take every one of your guests on a journey they will remember.

7.2 Resources Code: MOR_SQE1


Course Overview:

In this course we will explore the first R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at the resources you have available for your guests to find you.


•• the importance of your website and how responsive it is

•• why it is so important to get direct bookings and how easy it is for your guests to book online with you

•• what your guests are saying about you

7.3 Response Code: MOR_SQE2


Course Overview:

In this course we will explore the second R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at your response once your guests have booked with you.


•• what you should be doing before your guests arrive

•• how to utilise customer data you have available to you

•• how to welcome your guests

7.4 Rapport Code: MOR_SQE3


Course Overview:

In this course we will explore the third R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at how you build rapport with your guests.


•• how to connect with your guests



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•• the importance of your service levels

•• how to anticipate your guests’ needs

7.5 Refine Code: MOR_SQE4


Course Overview:

In this course we will explore the fourth R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at how you refine your guests’ experience.


•• the technology that can help you collate guest data

•• how the use of guest profiles can assist you

•• how to personalise a guest’s visit

7.6 Review Code: MOR_SQE5


Course Overview:

In this course we will explore the fifth R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at how to get your guests to review their visits with you.


•• why the goodbye should be just as important as the welcome they received

•• how to ensure a smooth departure

•• how to get your guest to rave about you

7.7 Retain Code: MOR_SQE6


Course Overview:

In this course we will explore the sixth R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at how to retain your guests.


•• how to let your guests know you are still thinking about them

•• the return on investment that can be gained from postal campaigns

•• the different touch points to use to keep your guests informed

7.8 Return Code: MOR_SQE7


Course Overview:

In this course we will explore the seventh R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at how what to do when your guests decide to return to your place.


•• why your guests’ return visit have to be as good, if not better, than their first visit

•• how to use the information in their guest profiles to your advantage

•• how to make your guests feel special



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Creating memorable guest experiences.

Star Quality Hospitality Consultancy specialises in working with the owner/managers of independent hotels and restaurants focusing on their business structure, operations and service delivery to create memorable guest experiences. Their founder, Monica Or, is also an accomplished international speaker, trainer and Amazon best-selling author of the ‘Star Quality’ series of books. All courses in this series have been written by Monica Or, to supplement Upskill People’s extensive library of courses.

Delivering a Star Quality Experience. Equipping your hospitality team members and managers with the skills to create memorable guest experiences. This programme consists of eight mini courses which will take you on a journey and demonstrate what you need to know to create loyal guests and establishment advocates. The best form of advertising is through word of mouth and people love to share their experiences.

Adapted from the Amazon Best Seller ‘Star Quality Experience - The Hotelier’s Guide to Creating Memorable Guest Journeys’ to focus on restaurants. This online programme will take you through the author’s signature 7Rs model.


Star Quality Hospitality Training for Restaurants

8.0



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8.1 Star Quality Restaurant Experience – Introduction

Code: MOR_SQE_R Takes about: 10 minutes

Assessment:

Course Overview:

To create memorable guest experiences, as a hospitality professional you need to put yourself in the guest’s shoes. This course will give you an overview of what the restauranteur in the know does before even meeting their guests, the touch points during their guests’ stay, and what happens after their guests leaves. You will be given an introduction to ‘The 7Rs Model to Creating Memorable Guest Experiences’.


•• what you need to do to ensure your guest books with you

•• how much you really know about your guests

•• new ways to make your guest experiences memorable


•• why your guests will want to keep coming back to you

The next 7 courses will show you how to implement these techniques in your restaurant. You will then have all you need to know to ensure you take every one of your guests on a journey they will remember.

8.2 Star Quality Restaurant Experience –Resources

Code: MOR_SQE1_R Takes about: 15 minutes

Assessment:

Course Overview:

In this course we will explore the first R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at the resources you have available for your guests to find you.


•• the importance of your website and how responsive it is

•• why it is so important to get direct bookings and how easy it is for your guests to book online with you

•• what your guests are saying about you

8.3 Star Quality Restaurant Experience –Response


Assessment:

Course Overview:

In this course we will explore the second R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at your response once your guests have booked with you.


•• what you should be doing before your guests arrive

•• how to utilise customer data you have available to you

•• how to welcome your guests

8.4 Star Quality Restaurant Experience –Rapport


Assessment:

Course Overview:

In this course we will explore the third R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at how you build rapport with your guests.


•• how to connect with your guests



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•• the importance of your service levels

•• how to anticipate your guests’ needs

8.5 Star Quality Restaurant Experience –Refine


Assessment:

Course Overview:

In this course we will explore the fourth R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at how you refine your guests’ experience.


•• the technology that can help you collate guest data

•• how the use of guest profiles can assist you

•• how to personalise a guest’s visit

8.6 Star Quality Restaurant Experience –Review


Assessment:

Course Overview:

In this course we will explore the fifth R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at how to get your guests to review their visits with you.


•• why the goodbye should be just as important as the welcome they received

•• how to ensure a smooth departure


8.7 Star Quality Restaurant Experience –Retain


Assessment:

Course Overview:

In this course we will explore the sixth R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at how to retain your guest.


•• how to let your guest know you are still thinking about them

•• the return on investment that can be gained from postal campaigns

•• the different touch points to use to keep your guest informed

8.8 Star Quality Restaurant Experience –Return


Assessment:

Course Overview:

In this course we will explore the seventh R in the 7Rs Model to Creating Memorable Guest Journeys and we will look at how what to do when your guests decide to return to your restaurant.


•• why your guests’ return visits have to be as good, if not better, than their first visit

•• how to use the information in their guest profiles to your advantage

•• how to make your guests feel special



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Helping your apprentices shine.

As experts in providing apprenticeships into the hospitality sector, Umbrella have used our Easy Course Builder tool to add a series of courses specifically geared to unit standards. They also contain useful skills for any hospitality employees, to supplement Upskill People’s extensive library of courses.


Umbrella Training 9.0



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9.1 Dealing with Customer Incidents, Issues and Complaints

Code: SQHC_CUST1Takes about: 30 minutesAssessment:

Course Overview:

This course will help you to work towards your Hospitality Team Member Apprenticeship and focuses on the Customer and People standards. It is also useful for anyone who works with customers in the hospitality industry.


•• types of customers

•• disagreements in your team

•• your service promise and customer expectations

•• dealing with difficult customers

•• the 12 ‘golden rules’

Customer Standard

•• Know It - Understand the importance of receiving and dealing with customer feedback to support the improvement of products and services and provide value for money.

•• Show It - Check customers are satisfied with products and services and act on feedback in line with business procedures.

•• Live It - Take feedback from customers seriously and actively improve own customer service in line with business/brand standards.

People Standard

•• Know It - Understand the importance of appropriate methods of communication that are suitable for different situations and individual’s needs in a variety of hospitality contexts.

•• Show It - Communicate accurately and effectively with others in line with the business culture to achieve the best result according to the situation.

•• Live It - Take a friendly and outgoing approach and enjoy talking and interacting with others, and communicating according to the business/brand standards.

9.2 Effective Communication Skills Code: SQHC_COMMS


Course Overview:

This course gives useful information on how to make yourself an even better communicator. It will help you to work towards your Hospitality Team Member Apprenticeship and focuses on the Customer and People standards.


•• the service impression you create

•• the communication process (verbal, vocal, non-verbal)

•• how good a listener you are

•• your written communication

•• choosing your communication method

Customer Standard

•• Know It - Recognise customer profiles in hospitality and how customers have different needs.

•• Show It - Use clear and engaging communication to establish a good rapport with custom-ers and ask relevant questions to determine their needs.

•• Live It - Use own initiative and have confidence in determining customer’s needs.

People Standard






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9.3 Telephone Techniques Code: SQHC_TELE


Course Overview:

This course is useful for anyone who uses the telephone as a communication tool in the workplace. It will help you to work towards your Hospitality Team Member Apprenticeship and focuses on the Customer, Business and People standards.


•• call handling

•• telephone etiquette

•• answering the call

•• skills to demonstrate during the call

•• ending the call

Customer Standard

•• Know It - Understand the importance of meeting and where possible, exceeding customer expectations in line with the business/brand standards.

•• Show It - Deliver excellent customer service in line with the business/brand standards with the aim of exceeding customer expectations.

•• Live It - Take an enthusiastic approach to providing excellent customer service.

Business Standard

•• Know It - Understand how the use of technology can enhance customer service and productivity in hospitality businesses.

•• Show It - Use technology appropriately and efficiently in line with company policy in a way that supports customer service and ensure that faults and maintenance issues are reported promptly.

•• Live It - Use technology responsibly and take an interest in new developments that relate to own job role.

People Standard




9.4 My Rights as an Apprentice Code: SQHC_APPR


Course Overview:

This course will explain your rights as an Apprentice looking at working hours, pay, holiday entitlement, fair treatment and how to stay safe. It will help you to work towards your Hospitality Team Member Apprenticeship and focuses on the Business standards.


•• what to expect as an Apprentice

•• working hours (working time directive, rest breaks)

•• wages (holiday entitlement, sickness)

•• fair treatment (grievance, discipline)

•• how to stay safe

Business Standard

•• Know It - Understand how personal discipline in approach to work, for example time-keeping, attendance, personal appearance, personal presentation and conduct can all have an impact on the business/brand reputation.

•• Show It - Prepare and organise own work for example promptly arriving for shifts, communicating information at team meetings/briefings, following business/brand guidelines and procedures, meeting agreed deadlines.



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•• Live It - Organise own work and have the confidence to ask for guidance, fully participate in performance reviews and training and act on feedback relating to personal performance.

Business Standard

•• Know It - Recognise and understand legislative responsibilities relating to the business and the products and/or service it offers.

•• Show It - Comply with legal requirements to avoid risks, minimise disruption to the business and to maintain the safety and security of people at all times.

•• Live It - Work with integrity in a safe, honest and trustworthy manner putting personal safety and that of others first.

9.5 Pest Control Code: SQHC_PEST


Course Overview:

This course will look at the different types of pests that can inhabit your workplace and how to get rid of them. It will help you to work towards your Hospitality Team Member Apprenticeship and focuses on the Business and Housekeeping standards.


•• what a pest is

•• the most common pests and how to spot them (mice and rats, moths, rats, bed bugs, wasps, flies, ants, cockroaches, woodworm)

•• what to do if you suspect a pest infestation

Business Standard

•• Know It - Know how the activities in hospitality businesses can have a negative effect on the environment.

•• Show It - Work in a way that minimises negative effects on the environment for example by managing waste in line with business procedures.

•• Live It - Demonstrate personal commitment to minimising the negative effect on the environment caused by work activities.

Housekeeping Standard

•• Know It - Know how to clean and maintain a variety of areas and materials and understand the importance of responsibility using cleaning equipment, techniques, chemical agents, and ensuring that the appearance of rooms and external areas meet the business/brand standard.

•• Show It - Clean and maintain bedrooms and public areas including furniture, fixtures and fittings, soft and hard flooring; identify and report maintenance needs and check that outcomes of work meet the businesses/brand standards for presentation.

•• Live It - Pay attention to detail and have high standards of cleanliness and presentation. Work in a discreet manner and maintain customer confidentiality.

9.6 Principles of 1st Line Supervision Code: SQHC_SUPR


Course Overview:

This course will help you to work towards your Hospitality Team Member Apprenticeship and focuses on the First Line Supervision/Team Leading standard. When you start as a Supervisor there will be some key duties you will need to undertake that will differ from when you were a team member.


•• how to run effective meetings

•• organising rotas

•• monitoring standards

1st Line Supervision/Team Leading Standard

•• Know It - Understand how to support the supervision of team members for example new and junior employees to assist the line manager.

•• Show It - Contribute to meetings and planning shifts, support shift briefings and assist in the monitoring of standards to help ensure quality is maintained.

•• Live It - Demonstrate the ability and confidence to deputise for the line manager when necessary.



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9.7 Consumer Laws and Legislation Code: SQHC_LAW


Course Overview:

This course will help you to work towards your Hospitality Team Member Apprenticeship and focuses on the Business standard. The law protects your customer’s rights when it comes to buying goods and services. There is a whole host of different legislation that you and your organisation need to comply with.

This course will give an awareness of the following legislative requirements:

•• Data Protection Act 1998

•• Licensing Act 2003

•• weights and measures

Business Standard

•• Know It - Recognise and understand legislative responsibilities relating to the business and the products and/or services it offers.

•• Show It - Comply with legal requirements to avoid risks, minimise disruption to the business and to maintain the safety and security of people at all times.

•• Live It - Work with integrity in a safe, honest and trustworthy manner putting personal safety and that of others first.

9.8 Environmental Solutions Code: SQHC_HSK


Course Overview:

This course will help you to work towards your Hospitality Team Member Apprenticeship and focuses on the Housekeeping standard. Large organisations have a duty of care to the environment and to the people affected by their actions. Individuals also have responsibility for the environment and their own actions.

In this course will look at the usage of chemicals, wastage and supplies:

•• through identifying types of housekeeping supplies

•• highlighting correct storage and issue of supplies, to avoid wastage

•• the importance of COSHH legislation

Housekeeping Standard

•• Know It - Know how to clean and maintain a variety of areas and materials and under-stand the importance of responsibility using cleaning equipment, techniques, chemical agents, and ensuring that the appearance of rooms and external areas meet the business/brand standard.

•• Show It - Clean and maintain bedrooms and public areas including furniture, fixtures and fittings, soft and hard flooring; identify and report maintenance needs and check that outcomes of work meet the businesses/brand standards for presentation.

•• Live It - Pay attention to detail and have high standards of cleanliness and presentation. Work in a discreet manner and maintain customer confidentiality.



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Helping your Co-operative team shine.

We are proud to work with Co-op College, they have used our technology to create some courses about the co-operative movement, to sell to their members alongside Upskill People’s extensive library of courses.

All the courses in this series are written and endorsed by:

Co-operative College 10.0



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10.1 What is a Co-op? Code: CC_WIAC


Course Overview:

Here you will find everything you need to introduce the concepts, history and practices of co-operatives to more people within your co-operative and beyond, and develop their understanding of how co-operatives work in practice. The first section explores the basic elements that define a co-operative. The second section considers the impressive range of co-operatives around the world across different sectors, and the last looks at the origins of the co-operative movement and its history.


•• the official definition of a co-operative

•• the values and principles on which are at the heart of all co-operatives

•• the power of co-operatives to impact on working conditions and consumer rights

•• the global nature of the co-operative movement

•• the size and scale of the co-operative movement

•• the different types of co-operatives and their individual definitions

•• the significance of the Rochdale Pioneers in 1844 and their role in the birth of the movement

•• the legacy of early social reformers and the establishment of the Rochdale Principles

•• the growth of the Rochdale Pioneers Society

•• the birth of the co-operative Wholesale Society (CWS), which later became ‘the Co-op.’

•• the significance of gender equality within the co-operative movement

•• the progressive nature of co-operatives with regards to establishing a minimum wage to improving working conditions

10.2 Membership Engagement Code: CC_ME


Course Overview:

This course will help you explore the concept of membership and learn about how co-ops engage their members in a variety of ways, to make sure that members remain at the heart of the business. Here you will find everything you need to introduce the concepts of co-operative membership to participants, explore reasons why people become members and consider ways in which co operatives can engage their current membership as well as reaching out to potential new members. This course will allow you to introduce these concepts to more people within your co operative and beyond, both members and non members, and develop their understanding of how co operatives work for the benefit for their members.


•• that without its members a co-operative would cease to exist, because members are the co-operative

•• that members are the eyes and ears of the business, providing a direct link with the community

•• that people join a co-operative for lots of reasons

•• the importance of understanding the reasons that people want to be involved in order to know how best to engage them

•• why co-operatives should reflect their communities and be responsive to them, continuing to engage members whilst attracting new members too

•• that developing a strong and engaged membership is key to the success of all co-operatives

•• why co-operatives want to encourage their members to have a say in how the business is run and how they achieve their social goals

•• why members are rewarded with a share of their co-operative’s profits

•• why a co-operative encourages members to play an active role within its democratic structure

•• that membership engagement varies in different co-operative models

•• how each of the co-operative principles has a specific link to membership – and membership engagement

•• why all co-ops should consider ways in which they can ensure that everyone is able to become a member

•• that there are many different routes that may lead someone to becoming a co-op member, driven by their personal background and situation



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10.3 Good Governance Code: CC_GG


Course Overview:

This course focuses on good governance within business and more specifically co-operatives, and will help you to explore the concept of good governance and learn about how best to achieve it, as well as reflecting on different issues that may arise in co-operatives and how they can be avoided. Here you will find everything you need to introduce the concept of good governance. The activities will explore ways in which to achieve good governance and will help you consider common problems that occur in co-operatives and learn how to avoid them. Some of the activities focus specifically on the British co-operative movement, and explore how co-operative corporate governance has developed over the decades in the UK, but most of the themes and values explored can be universally applied.


•• how historically all co-ops have used a governing document to ensure their co-operative is running well

•• that many co-operatives also use codes of best practice to represent their different sectors

•• the significance of the different roles members and directors in co-operatives

•• that the role of governors isn’t just restricted to the directors of a co-operative

•• the importance of co-operative values and principles in good governance

•• exactly what is meant by corporate governance

•• that corporate governance is as important in co-operatives as it is for any other business

•• that co-operative businesses need to follow certain guidelines to ensure they are being effectively governed that many co-operatives use the ‘model rules’ for their owner-ship model when setting up their organisation

•• that there are also different Codes of Governance for each co-operative ownership model

•• how the roles and responsibilities within co-operatives are both specific, and unique when compared to other types of organisation

•• the function of the Board of Directors, and process through which it is elected

•• the importance of involving all members in the democratic process of within any co-

operative

•• the role of the Chair on the Board of Directors

•• the role of the Secretary on the Board of Directors

•• the role of managers within a co-operative

•• the role of the Chief Executive

•• the importance of co-operatives being aware of the possibility of governance problems

•• the eleven common governance challenges for co-operatives

10.4 Roles and Responsibilities of Direc-tors

Code: CC_RARTakes about: 45 minutesAssessment:

Course Overview:

This course focuses on the role of Director in co-operatives and look at the responsibilities that Directors must uphold, and will help you to consider what makes a good and bad Director as well as reflecting on different issues that may face directors and how they can be avoided. Here you will find everything you need to introduce the concept of co-operative directors to participants. The activities explore the role of the Board of Directors in co-operatives. They help you to understand what a Director’s responsibilities are and the ways in which Directors can ensure that these responsibilities are being fulfilled. The activity pack also explores how the role of Director fits into the wider democratic structure in co-operatives and highlights the difference between Directors and management, a difference which can sometimes be overlooked.


•• the role of a Director and the process through which they are elected

•• the unique responsibility of Directors to be sensitive to the needs of members and balance their sometimes conflicting interests

•• the importance of making decisions that are based not only on what is most profitable, but also on what the needs of the members are

•• the process through which safeguard the assets of the members of their co-operative

•• how the Board also make sure that co-operative values and principles are put into practice and that the business is remaining true to its ethos, whilst at the same time being



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responsive to new ideas that might be in the best interest of the business and members

•• the key position the Board of Directors occupy between the members and the management

•• the fact that the authority of Directors is limited to board meetings

•• the legal duties of a Director of a co-operative

•• the additional responsibilities, as well as legal duties, of a Director of a co-operative

•• the role of the Chair, and the importance of this positon

•• the issues surrounding conflicts of interest

•• the role of the Board in hiring a Chief Executive, and the many factors they must consider

•• the risk of Directors trying to encroach on the duties of the managers of the co-operative

10.5 Monitoring Co-operative Performance Code: CC_MCP


Course Overview:

Here you will find everything you need to introduce the concept of monitoring co operative performance. The activities will explore the process of monitoring performance from measuring performance through to reporting findings and responding to any issues that arise. They also explore the various aspects of performance that should be measured and introduce participants to the three key bottom lines – financial, non-financial and sustainable.


•• the importance of Directors and managers of co-operatives making sure they consider the values and principles when monitoring their performance the importance of looking at the financial side of the business to check that a co¬ operative is making enough money to carry on

•• also the importance of looking at other indicators of success, not just the financial

•• that as co-operatives operate a little differently from other businesses it is especially useful to see how you are doing in relation to other co-operatives

•• the importance of keeping members informed of findings

•• the importance of being able to respond to what has been learned

•• the many benefits to monitoring performance

•• why co-operatives must go through a thorough process of planning, measuring and reporting

•• the different ways that co-operatives around the world monitor co-operative performance

•• how the process of monitoring performance will differ depending on the ownership model and size of the co-operative

•• the indicators through which co operatives can measure their financial bottom line

•• the non-financial indicators co-operatives can use to measure performance

•• the sustainability indicators co-operatives can use to measure performance

•• why it is important that performance indicators are relevant to the business and easy to measure, as well as being clear to everybody in the co operative

•• why any indicator for co operative performance should always be ‘SMART’



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For better mental health.

Mind are the UK’s leading mental health charity. Industry expert Lynette Charles, Chief Executive of Mind in Haringey, along with her team, has worked closely with Upskill People to produce a series of briefings to help raise awareness of mental health issues in our society.

The series comprises short, easy to digest briefings – based on the key facts of the subjects. There is a specific briefing for managers, with their duty of care to understand and manage mental health in the workplace, but all others are applicable for all staff, including managers too.

All the courses in this series were written with Mind in Haringey and are endorsed by:

Mind in Haringey Courses 11.0



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11.1 Managing Mental Health Code: ECB_MIND_MMH


Course Overview:

This briefing is about your duty as a manager to identify mental health issues in the workplace and promote a culture of wellbeing amongst your team. You need to show that mental health is taken seriously and understand how you can influence this.

11.2 What is Mental Health? Code: ECB_MIND_WIMH


Course Overview:

This briefing is about mental health facts and how to break the stigma associated with mental health issues. It’s everyone’s business and important you recognise the problems and learn how to deal with them.

11.3 Your Wellbeing Code: ECB_MIND_WB


Course Overview:

This briefing is about an awareness of wellbeing and how to make it a part of your life to practice being mindful. Skills for good mental health and feeling good.

11.4 Understanding Depression Code: ECB_MIND_UD


Course Overview:

This briefing is about understanding the physical, emotional and cognitive effects of depression and why people might suffer with depression - and what they can do about it.

11.5 Anxiety and Anxiety Disorders Code: ECB_MIND_AXD


Course Overview:

This briefing is about an awareness of what anxiety is and what disorders arise from it. Spotting symptoms and being aware of effective treatments will significantly reduce the problems.

11.6 Let’s Talk About Stress Code: ECB_MIND_ST


Course Overview:

This briefing is about understanding exactly what stress is and how to spot it, what the mental health issues are and how it can be managed effectively, leading to a happier and healthier life.



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Helping retailers do business more effectively. Helping vendors sell to and partner with retailers.

Martec are the leading firm of retail business process experts in the world, also the world leader in training and consulting services for companies that sell to retailers. Their e-learning courses from the Retail Development Academy, plus some of their partner companies’ courses, are listed here under specific categories.

MARTECInternational

Martec International Courses

12.0



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BUYING AND MERCHANDISING

12.1 Allocation and Replenishment Code: EL37

Takes about: 3 hoursAssessment:

Course Overview:

This course provides a thorough grounding in allocation and replenishment principles and concepts. It is suitable for both category management and merchandise management environments.

On completing this course you will:

•• be able to explain the theory, principles and practice of allocation and replenishment

•• be able to describe best practice allocation and replenishment

•• have a good understanding of which allocation and replenishment methods are most effective in which situation

12.2 Buying and Merchandising Code: EL05

Takes about: 8-10 hoursAssessment:

Course Overview:

This course provides a thorough grounding in allocation and replenishment principles and concepts. It is suitable for both category management and merchandise management environments.


•• be able to explain the theory, principles and practice of retail buying and merchandising

•• be able to describe best practice buying and merchandising processes

•• gain insight into daily, weekly, and seasonal activities conducted by buyers and merchandisers

12.3 Forecasting Code: EL38


Course Overview:

The course provides a thorough grounding in key forecasting principles and concepts. It is suitable for both category management and merchandise management environments.


•• be able to explain the theory, principles and practice of forecasting and describe best practice forecasting processes

•• be able to judge which are the best forecasting techniques to use in your business

12.4 Merchandise and Assortment Planning Code: EL48


Course Overview:

This course explains best practice merchandise and assortment planning processes for merchandising teams and also IT executives implementing or designing new planning systems.


•• have a better understanding of the key processes and best practices of merchandise and assortment planning

12.5 Sales and Inventory Management Code: EL36


Course Overview:



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This course provides a thorough grounding in key sales and stock management principles and concepts. It is suitable for retailers operating in both category management and merchandise management environments.

On completing this course you will be able to:

•• explain the theory, principles and practice of sales and inventory management

•• describe best practice sales and inventory management processes

•• prepare for and participate effectively in Monday morning and monthly reviews

12.6 Retail Math (from Mindedge) Code: EL35


Course Overview:

The objective of the Retail Math course is to foster comprehension and understanding of key retail math concepts, why and how they are used, and how to calculate them. See Finance category for full course detail.

12.7 Impulse Merchandising (from RetailTraining.com)

Code: EL88Takes about: 20 minutesAssessment:

Course Overview:

This course is for store operations managers and associates who need to understand the many aspects of merchandising with a focus on day-to-day impulse merchandising activities that need to occur to generate incremental, unplanned purchases.


•• recognise the importance of merchandising and its impact on the overall retail shopping experience

•• recognise ideal impulse display locations in your store

•• recognise products ideal for impulse purchase for specific locations

•• execute and manage impulse merchandising

12.8 Merchandising Basics (from RetailTraining.com)


Course Overview:

This course is for store associates who need to learn about the basic merchandising terminology and activities they will perform inside and outside the store.


•• learn what merchandising is and why it is important to your store and your job

•• recognise various merchandising displays and fixtures and their use

•• identify various merchandising tasks and when they occur throughout your shift

12.9 Merchandising (from NRF) Code: EL23

Takes about: 1.5 hoursAssessment:

Course Overview:

This is the third course from the full National Retail Federation (NRF) Retail Management Training Suite which can be studied as an individual course if you choose not to take the full suite. From this course you will learn how to receive, present and maintain merchandise.


•• the merchandise plan, merchandise flow, the merchandise floor, visual concepts, merchandising processes and techniques, inventory management and pricing



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VENDOR TRAINING

12.10 Buying, Category and Merchandise Management

Code: EL63Takes about: 1-2 hoursAssessment:

Course Overview:

This course focuses on the differences between merchandise and category management retailers and the key retail buying, merchandising and category management processes and KPIs.


•• understand the key buying, merchandise and category management processes

•• be able to explain and use the key buzz words in buying and merchandising

•• be confident talking to and asking questions of senior merchandising and buying executives

12.11 Building a Business Case and ROI Code: EL136


Course Overview:

This course is designed for retailers who want to evaluate the impact of proposed new systems or IT spend. It is also ideal for people who sell or market technology to retailers and who want to be able to quantify the return on implementing their systems.


•• describe techniques for building the business case for a proposed investment

•• apply those techniques to quantify the business benefits and the costs

•• determine the return on investment achievable with the project

•• describe the factors that you need to take into account when building a business case

12.12 Developing the Sales Plan Code: EL70


Course Overview:

This course reviews how to identify the right stakeholders/executives for your solution and explains the Capex decision making process.


•• identify the right executives / stakeholders for your solution and engage them effectively

•• describe the reasons why retailers want to see vendors and what you can bring of value to them

•• explain the concept of layered selling

•• describe different ways to get access to the stakeholders in the account

•• formulate initial contact strategies to get access to the relevant stakeholders

•• explain the Capex decision making process

12.13 E-commerce Code: EL65


Course Overview:

This course discusses e-commerce trends and the evolving nature of e-commerce organization structures, how e-commerce impacts the role of the store and how e-commerce retailers manage inventory.




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•• the key concepts, trends and benefits of omni-channel retailing

•• how e-commerce impacts a retailer’s organisation structure

•• KPIs and stock management

•• how to talk confidently and ask questions of senior e-commerce executives

12.14 Fundamentals of Retail Suite Code: EL01


Course Overview:

This course is for people who sell or market to retailers. It provides a detailed understanding of the retail industry and how it works enabling more effective sales calls and effective partnerships with retailers. It is also valuable as induction training for retail management trainees and for IT teams who need to understand the retail business more fully.


•• explain the key retail trends and retail formats

•• describe the key processes in a retail business and how they fit together

•• describe a typical retail organisation structure and the likely business pains for each executive

•• calculate and interpret all the main retail Key Performance Indicators

•• explain how retailers make their money and the main elements that are impacted in a return on investment calculation

•• explain the architecture of retail applications and use techniques such as quadrant analysis to identify opportunities in a retail business

•• explain the main business processes in each main area of the business, namely buying and merchandising, store operations, supply chain management, e-commerce, marketing, finance

•• explain human resources

12.15 Introduction to Store Operations Code: EL64


Course Overview:

This course explores the importance and structure of Store Operations and the day-to-day tactical responsibilities of field based Store Operations teams.


•• understand the key concepts and trends in store operations

•• understand how store operations departments are organised and the KPIs used to measure their performance

•• feel confident talking to and asking questions of senior store operations executives

12.16 Negotiating with Retailers Code: EL139


Course Overview:

This course is designed for everyone selling or marketing technology solutions to the retail industry who would like to do a better job of negotiating with retailers and creating a win-win for both parties.


•• describe the retail culture and mind-set with respect to negotiation

•• identify the pre-negotiation planning that will help them succeed and maintain control throughout the negotiation process

•• recognise the tactics retailers will use on them and help them interpret the tactics correctly

•• plan and deploy appropriate counter tactics

•• conclude negotiations to create more of a win-win for both parties



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12.17 Overview of Key Retail Processes Code: EL58


Course Overview:

This course reviews the key retail processes and the departments that they impact.


•• the key processes in a retail business and how they fit together

12.18 Retail Background and Trends Code: EL57


Course Overview:

This course focuses on the differences between the main retail formats like department stores, home shopping and specialty retailing.


•• the key trends in retailing today

•• the different retail segments and their characteristics

•• how to talk confidently with and ask questions of senior retail executives

12.19 Retail Financials Code: EL61


Course Overview:

This course explores the main financial statements used by retail organisations and how retailers make money.


•• how retailers make their money

•• the main elements that are impacted in a return on investment calculation

12.20 Retail IT Architecture Code: EL62


Course Overview:

This course examines the architecture of retail applications systems and the use of Quadrant Analysis.


•• the architecture of retail applications

•• how to use techniques such as quadrant analysis to identify opportunities in a retail business

12.21 Retail Key Performance Indicators Code: EL60


Course Overview:

This course explores the common KPIs used today across all retail sales channels and how to improve them.


•• how to calculate and interpret all the main retail Key Performance Indicators



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12.22 Retail Marketing Code: EL66


Course Overview:

This course focuses on how retail marketing departments are typically structured and measured.


•• the key retail marketing processes, structures and KPIs

•• how to feel confident talking to and asking questions of senior marketing executives

12.23 Retail Organisation Code: EL59


Course Overview:

This course describes the structure in various retail organisations and lists the business pains commonly faced by various executives.


•• a typical retail organisation structure and the likely business pains for each executive

12.24 Retail Solution Selling Suite Code: EL67


Course Overview:

This course is designed for people who sell or market to retailers. It covers everything you need to know to sell and market to retailers effectively using a solution selling approach.


•• how to analyse and research information on your target account and identify the key benefits of your solutions

•• how to adopt a solution selling approach, develop an effective sales plan and develop a business case and ROI for your solution

12.25 Solution Chains Code: EL69


Course Overview:

This course focuses on how to link a retailer’s business objectives to the solutions that your company might sell.


•• explain the concept of solution chains

•• identify the four things that improve profitability for retailers

•• understand how to relate your solutions to: improving customer service, increasing sales, increasing gross margins, reducing expenses, reducing shrink, improving inventory turns

12.26 Solution Selling vs Product Selling Code: EL71


Course Overview:

This course defines product and solution selling and outlines the advantages and disadvantages of each type of selling.


•• define product and solution selling



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•• outline the advantages and disadvantages of each type of selling

•• identify the different types of technology buyers and how to sell to them most successfully

•• explain the steps necessary to carry out solution selling successfully

12.27 Target Account Analysis and Research Code: EL68


Course Overview:

This course focuses on the skills needed to select appropriate peer retailers for comparisons with your target account and how to find current financial and strategy data for a retailer.


•• utilise knowledge gained from store visits to help in understanding a retailer’s needs and issues

•• find and interpret current financial and strategy data for a retailer

•• select appropriate peer retailers for comparisons with your target account

•• combine several disparate sources of data into a cohesive understanding of your target account

FINANCE

12.28 Retail Math (from Mindedge) Code: EL35


Course Overview:

The objective of the Retail Math course is to foster comprehension and understanding of key retail math concepts, why and how they are used, and how to calculate them. The course begins with the math basics needed in the world of retail, and then moves on to focus on specific real world examples and calculations providing a solid understanding of retail math.

On completing this course you should be comfortable with:

•• computer notation

•• fractions and percentages

•• calculating percentages

•• calculating percent change in sales

•• key retail quantitative measures and their meaning

•• calculating gross margin

•• markups and markdowns

•• calculating average break

12.29 Introduction to Retail Finance (from RetailTraining.com)


Course Overview:

This course is for store owners and store managers who need to be able to use key financial statements, including Profit and Loss Statement, Balance Sheet, Cash Flow and Open-to-Buy, to assess and analyse the financial health of their retail business.


•• recognise four key financial statements and understand their importance – Profit and Loss Statement, Balance Sheet, Cash Flow and Open-to-Buy

•• understand the value of financial analysis to your business



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12.30 Profit and Loss: The Botton Line (from RetailTraining.com)


Course Overview:

This course is for store owners and store managers who need to learn how to use the Profit and Loss Statement to do financial analysis of their retail business with a focus on financial ratios and indicators that most affect them.


•• read and interpret a basic Profit and Loss statement

•• use ratios to analyse the Profit and Loss statement

12.31 Principles of Financial Reporting (from NRF)

Code: EL26Takes about: 1.5 hoursAssessment:

Course Overview:

This is the sixth course from the full National Retail Federation (NRF) Retail Management Training Suite which can be studied as an individual course if you choose not to take the full suite. From this course you will understand how to drive sales growth.


•• sales performance - using the financial reporting tools and analyzing the evidence

•• sales reports - identifying top sellers, drawing conclusions

•• the business analysis process - the great shoe caper and going forward

SALES AND SERVICE

12.32 An Introduction to Selling and Service (from NRF)


Course Overview:

This is the second course from the full National Retail Federation (NRF) Retail Management Training Suite which can be studied as an individual course if you choose not to take the full suite. From this course you will understand how to create a shopping experience that builds customer loyalty.


•• the value of customer loyalty, chain of retail success, know your customers, how to influence customer satisfaction, balancing customers’ needs, internal customers in retail, balancing customer expectations

•• selling and service models, the manager’s role in selling and service, producing sales and service results, coaching an associate on achieving sales results, planning for sales growth and productivity, methods for building the sales team

•• measuring sales and service performance, using performance metrics to improve sales and service and leadership in selling and service

12.33 Customer Service Essentials (from You Achieve)

Code: EL33Takes about: 5 hoursAssessment:

Course Overview:

This course is designed not only for new employees but is ideal for anyone looking to improve their ability to service customers in the retail industry. It will provide you with a detailed overview of the skills necessary in the retail industry to promote the utmost in customer satisfaction and loyalty.



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On completing this course you will learn:

•• to appropriately greet customers

•• the ability to determine customer needs

•• to handle customer challenges

•• to provide customer specific solutions and services

•• to provide “ultimate” customer service

12.34 Selling Essentials (from You Achieve) Code: EL34


Course Overview:

This course is designed not only for new employees, but is ideal for anyone looking to improve their current sales quotas and increase repeat business which is the ultimate goal of any business. This course will help the learner understand your company’s selling strategy and how information about past sales, sales quotas, activities, advertising and promotions work together to support and create effective sales performance.

On completing this course you will learn:

•• the complete sales process

•• how to evaluate and educate customers and prospects

•• how to use proven strategies to close sales

•• to maintain customer information

•• how Customer Relationship Management leads to future sales

12.35 Appearance and Attitude (from RetailTraining.com)


Course Overview:

This course is for sales associates who want to learn how their appearance and attitude contribute to their store’s image and the customers’ shopping experience.


•• recognise how appearance and a service attitude support the store’s image

•• recognise the key reasons to comply with the store’s dress code

•• make a positive contribution to the customer’s overall retail shopping experience

12.36 Becoming a FAB-ulous Sales Associate (from RetailTraining.com)


Course Overview:

This course is for sales associates who want to offer a FAB-ulous sales experience. Being knowledgeable about product and features is only half the selling story. When explaining product features your customer may actually be thinking “so what?”. One critical difference in an average sales associate and a FAB-ulous sales associate is their ability to translate a product’s features into meaningful advantages and benefits for the customer.


•• assist customers in making a purchase decision

12.37 Big Ticket Sales (from RetailTraining.com)


Course Overview:



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This course is for sales associates who sell big ticket items that need to learn about the skills needed to manage the longer sales cycles sometimes required for big ticket items. Additionally sales associates will learn the importance of establishing and maintaining long-term customer relationships.


•• recognise the sales cycle and buyer behaviour

•• qualify prospective customers

•• create and maintain a system for customer relationship

•• evaluate the effectiveness of various contact and marketing strategies

12.38 Cashier Service Basics (from RetailTraining.com)


Course Overview:

This course is for sales associates and cashiers who need to acquire basic cashier service skills. You learn how to balance interpersonal service skills with adherence to store policies and procedures to ensure a lasting impression on the customer.


•• identify cashier workstation components

•• provide excellent customer service

•• properly handle merchandise

12.39 Consultative Selling (from RetailTraining.com)


Course Overview:

This course is for sales associates who want to learn the techniques of active listening in order to determine the best product fit to meet the customer need. Associates will also learn about bad communication habits that turn off customers and interfere with the sales transaction.


•• listen and respond to customer needs

•• assess bad communication habits and create an action plan to improve

•• motivate the customer to purchase

12.40 Demonstrative Selling (from RetailTraining.com)


Course Overview:

This course is for sales associates who want to learn the basic skills of demonstrative selling and how product demonstrations can increase sales by educating customers about product features and benefits. Product demonstrations can also show how easy the product is to use and can provide opportunities for trial use of the product.


•• prepare appropriate scripts and demonstration props

•• present a product demonstration to a group of customers

•• motivate the customer to purchase



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12.41 Greeting Customers (from RetailTraining.com)


Course Overview:

This course is for store associates who need to know how to greet customers in order to create a positive shopping experience and increase sales opportunities.


•• meet and greet customers

•• use a standard greeting

•• establish rapport with your customers

•• set the stage to sell

12.42 Introduction to Professional Selling (from RetailTraining.com)


Course Overview:

This course is for experienced retail sales associates who wish to move into the area of Business-to-Business and Professional Selling.


•• identify the critical skills for professional selling

•• progress sales from lead generation through closing

•• understand the impact of stakeholder and influencers on the sales transaction

12.43 Impulse Merchandising (from RetailTraining.com)


Course Overview:

This course is for store operations managers and associates who need to understand the many aspects of merchandising with a focus on day-to-day impulse merchandising activities that need to occur generate incremental, unplanned purchases. See Buying and Merchandising category for full course detail.

12.44 Merchandising Basics (from RetailTraining.com)


Course Overview:

This course is for store associates who need to learn about the basic merchandising terminology and activities they will perform inside and outside the store. See Buying and Merchandising category for full course detail.

12.45 Outside Sales (from RetailTraining.com) Code: EL92


Course Overview:

This course is for sales associates who need to learn more about the bid process and prospecting, qualifying and setting appointments for outside sales opportunities.



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•• create a strategy for seeking outside sales opportunities

•• prospect, qualify and track sales leads

•• schedule a sales call appointment

•• respond to a call for proposals or bids

•• evaluate the effectiveness of your sales and marketing strategies

12.46 Project Selling (from RetailTraining.com)


Course Overview:

This course is for sales associates who want to learn how to assess and meet customer needs when they are making purchases related to a project or special event.


•• assess the project scope

•• provide information that will help a customer complete their project safely and successfully

•• create project checklists

•• maintain inventory and merchandise to encourage project purchases

•• sell the customer everything needed to complete the project

12.47 Retail Sales and Service Basics (from RetailTraining.com)


Course Overview:

This course is for new hire retail sales associates and those who need to master basic service skills.


•• maintain a service focused attitude

•• prepare and set the stage to sell

•• demonstrate product knowledge

•• engage and interact with customers

•• assess and meet customer needs

•• balance your responsibilities

12.48 Selling on the Phone (from RetailTraining.com)


Course Overview:

This course is for sales associates who need to respond to customers placing orders by phone as well as those making inquiries made by phone prior to visiting the store.


•• identify the reason for the call

•• ask qualifying questions

•• listen for information

•• build trust

•• inform and offer solutions

•• gain commitment



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12.49 Suggestive Selling (from RetailTraining.com)


Course Overview:

This course is for store associates who want to learn when and how to use suggestive selling techniques to provide great customer service and increase store sales.


•• define suggestive selling

•• describe when suggestive selling occurs

•• identify and define suggestive selling techniques

12.50 The Retail Sales Transaction (from RetailTraining.com)


Course Overview:

This course is for new sales associates who need to understand the natural progression of a retail sales transaction and how to interact with customers depending on where they are in their decision making process.


•• recognise the five stages of the retail sales transaction

•• initiate a sales discussion

•• assist the customer in making a purchase decision

•• recognise buying signals and ask for the sale

MANAGEMENT

12.51 Coaching for Retention (from RetailTraining.com)


Course Overview:

This course is for store managers and deputy managers who need to learn how to support employee retention by building morale, skills, confidence and loyalty.


•• identify coaching that meets associates’ needs

•• communicate so associates stick around

•• show recognition that associates need

•• build trust with your associates

•• give feedback and hold associates accountable

•• retain more associates with coaching

12.52 Structured On-the-Job Training (from RetailTraining.com)


Course Overview:

This course is for store operations managers who need to learn how to execute structured on-the-job training to ensure new store associates receive training that is efficient, correct and consistent.



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•• launch an SOJT at your store

•• define learning objectives

•• create an SOJT job guide

•• follow a procedure for delivering on-the-job training

•• explain SOJT to a new employee

•• explain why SOJT benefits the store

12.53 An Introduction to Retail Management (from NRF)


Course Overview:

This is the first course from the full National Retail Federation (NRF) Retail Management Training Suite which can be studied as an individual course if you choose not to take the full suite. This course will give you an introduction to how retailing works and the factors that influence its success.


•• the retail landscape, retail categories, what influences retail success, the retail business cycle, the importance of planning and the retail calendar, the shopping experience, when retailers compete, what makes a great retail manager, retail people and positions

12.54 An Introduction to Selling and Service (from NRF)


Course Overview:

This is the second course from the full National Retail Federation (NRF) Retail Management Training Suite which can be studied as an individual course if you choose not to take the full suite. From this course you will understand how to create a shopping experience that builds customer loyalty. See Sales and Service category for full course detail.

12.55 Human Resources (from NRF) Code: EL24


Course Overview:

This is the fourth course from the full National Retail Federation (NRF) Retail Management Training Suite which can be studied as an individual course if you choose not to take the full suite. From this course you will learn how to identify, hire, retain and build retail talent.


•• what makes a good sales associate, the importance of staffing, application decisions, types of interviews, interviewing and pre-employment screening, steps to successful interviewing, selecting a candidate, onboarding, maximising associate performance, rewards and incentives, enhancing communication, spreading the word to associates and time is money

12.56 Merchandising (from NRF) Code: EL23


Course Overview:

This is the third course from the full National Retail Federation (NRF) Retail Management Training Suite which can be studied as an individual course if you choose not to take the full suite. From this course you will learn how to receive, present and maintain merchandise. See Buying and Merchandising category for full course detail.



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12.57 NRF Retail Management Training Suite (from NRF)

Code: EL20Takes about: 8-10 hoursAssessment:

Course Overview:

This suite will provide the learner with an overview of the retail industry, concepts and processes and an opportunity to understand the areas of accountability for a Retail Manager. The learner will also be able to determine a level of interest in pursuing a career in retail management.


•• how the retail industry works, the areas of accountability for retail management, how the role of a store manager impacts on the success of the business and how to further your career in retail management

12.58 Operations (from NRF) Code: EL25


Course Overview:

This is the fifth course from the full National Retail Federation (NRF) Retail Management Training Suite which can be studied as an individual course if you choose not to take the full suite. From this course you will learn the functions that support service and sales.


•• financial aspects of operations, operational elements that support the shopping experience, how staffing support operations, loss prevention and store safety

12.59 Principles of Financial Reporting (from NRF)


Course Overview:

This is the sixth course from the full National Retail Federation (NRF) Retail Management Training Suite which can be studied as an individual course if you choose not to take the full suite. From this course you will understand how to drive sales growth. See Finance category for full course detail.

INDUCTION

12.60 Welcome to Retail (from RetailTraining.com)


Course Overview:

This course is for store associates who need to understand various job responsibilities and career opportunities within retail within the context of the Five P Retail Model.


•• recognise the significance of retail to the economy

•• recognise components of the Five P Retail Model

•• understand how an associate’s job supports the Five Ps

•• recognise life skills, opportunities, expectations and potential for advancement



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12.61 We’re all Different (from RetailTraining.com)


Course Overview:

This course is for sales associates who need to find out how misunderstandings resulting from our differences can have an impact on the work environment and store sales.


•• put yourself in your customers’ shoes

•• use body language that welcomes customers

•• recognise personal space

•• respond to customers with special needs



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The professional body for front of house service personnel

The Institute of Hospitality are proud to present the Academy of Food and Wine Service courses.

The first course in the series is The Hospitality Service Introductory course, which is a mandatory course. Once you have completed this course, you are qualified and entitled to select any number of Academy of Food and Wine Service supporting courses as listed below.

All courses in this series are part of the License to Work Series from the Academy of Food and Wine Service.

Academy of Food and Wine Service

13.0



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13.1 The Hospitality Service Introductory Course

Code: AFWS_HOSPTakes about: 75 minutesAssessment:

Course Overview:

This entry level course is for front line staff wishing to gain basic knowledge in customer service skills with insights into a career within the hospitality industry. The course is broken down in to a series of shorter modules, with video content, activities and quizzes. This course is mandatory and needs to be completed before learning the remaining Academy of Food and Wine Service courses.


•• The hospitality industry

•• Customer service and the customer experience

•• How to prepare for service

•• Key communication skills

•• How to work as a team

13.2 Casual Dining Course Code: AFWS_CASDIN

Takes about: 1 hourAssessment:

Course Overview:

If you are new to working in Food and Beverage and want to know more about Front of House Service then this course will give you the basics for you to be able to work in a Casual Dining environment. The course is broken down in to a series of shorter modules, with video content, activities and quizzes.


•• What casual dining is


•• Service steps and skills

•• Introduction to wine service

13.3 Banqueting Service Code: AFWS_BANQ


Course Overview:

The Academy of Food and Wine Service Banqueting Service course provides an introduction to front line staff wishing to gain basic knowledge in banqueting service skills. The course is broken down in to a series of shorter modules, with video content, activities and quizzes.


•• Different types of banqueting service methods

•• The importance of the customer and being perpared for service

•• Order of service

•• Banqueting service skills

13.4 The Fine Dining Course Code: AFWS_FINEDINE


Course Overview:

This course provides an introduction to all entry level staff wishing to gain basic knowledge in fine dining service and skills. The course is broken down in to a series of shorter modules, with video content, activities and quizzes.


•• What fine dining is



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•• Service steps and skills

•• Introduction to wine service

13.5 The Wine Service Course Code: AFWS_WINE


Course Overview:

This wine course is aimed at anyone who is involved in selling or serving wine to customers in pubs, bars, hotels and restaurants. It covers the basic service skills and knowledge needed to present wines, name and describe them appropriately and match them to food. The course is broken down in to a series of shorter modules, with video content, activities and quizzes.


•• The role of the Sommelier

•• Wine production and wine regions

•• How to open, pour and decant wines

•• How to sell wine successfully

•• How to match food and wine

13.6 Coffee Service Course Code: AFWS_COFFEE


Course Overview:

The Coffee Service course is for everyone whether you work in a coffee shop, bar, restaurant, hotel, pub or other outlet serving a range of espresso-based drinks. The course is broken down in to a series of shorter modules, with video content, activities and quizzes.


•• The role of the barista

•• How to prepare for coffee service

•• How to make espresso-based drinks

•• How to maximise sales



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Humanitarian and commercial logistics

The Logistics Learning Alliance (LLA) are one of the world’s leading logistics training companies, offering exceptional levels of training for both individuals and organisations. The LLA’s award winning development programmes are designed to both challenge and develop your supply chain and logistics skills.

Logistics Learning Alliance

14.0



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14.1 Warehouse Fundamentals Code: LLA_WF1


Course Overview:

Warehouse operations are an integral part of the total supply chain process, so your role requires you to effectively manage and ensure the most efficient operation.


•• Why we need warehouses and about the supply chain

•• The key elements of warehouse management: receipt, bulk storage, order picking, despatch, handling, consolidation and utilisation

•• Factors to consider when choosing handling equipment, types of storage method, locating products and picking techniques

•• About warehouses flow and layout decisions, and calculating resource requirements

•• How warehouse performance can be measured and improvement opportunities



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Courses for the rail industry

This series has been designed with experts from the rail industry to help workers keep themselves and their colleagues safe.

Rail Series15.0



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15.1 Close Calls Code: RAIL_CC


Course Overview:

You want to be safe right? This course will help you. It’s your first step towards leading by example and doing the right thing to keep you and your colleagues safe.


•• What a close call is and about Bird’s triangle

•• The importance of reporting close calls, why and how we do it and what happens if we don’t

•• Why we reward and recognise people for reporting close calls

15.2 Life Saving Rules Code: RAIL_LSR


Course Overview:

You want to keep yourself and your colleagues safe, right? There are some life saving rules which you really need to know about.


•• What the life saving rules are and why they’re so important

•• The different categories of rules and how they apply to you

•• What happens if you breach the rules

15.3 Managing Fatigue Code: RAIL_FTG


Course Overview:

By understanding what fatigue is and why it’s important to manage, you can keep yourself and your colleagues safe and well. Everyone wants that, right?


•• What fatigue is and why it’s a risk that needs to be managed

•• The symptons of fatigue, how to spot it in yourself and others

•• The benefits of being well rested, what can be done to minimise fatigue and feel more energised

•• What work factors affect fatigue and how to challenge unsafe behaviour



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Our vision:

To help people shine.

Our mission:

We believe in the potential of people. This is why we create the most effective online people platforms. We are committed to clients that, like us, believe in people.

Five core values embody who we are, the culture we have and our dedication to getting it right. They guide our actions and reflect what we believe and what we offer. They remind us why we do it.

Be unique

Understand the opportunity. Create the best solution.

Be positive

Create benefit. Add value. Make every experience worthwhile.

Be proud

Believe in what you say. Stand by everything that you promise.

Be thoughtful

Develop potential. Create knowledge. Celebrate achievement.

We are one

Think individually. Work as a team. Succeed as a company.

www.upskillpeople.com

www.linkedin.com/company/upskill-people-ltd

@UpskillPeople

Our Vision and Mission


That’s all folks!Remember we’re just at the end of the telephone, always online and there to help, whatever you need.

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