Aiport Book

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QUALIFICATION SPECIFICATION

LEISURE, TRAVEL AND TOURISM

QCA Qualification Accreditation Numbers 100/6050/9

NCFE LEVEL 2 CERTIFICATE

FOR AIRPORT PASSENGER

SERVICES AGENTS

Issue 2 SEPTEMBER 2008

Where Service Matters


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Level 2 Certificate for Airport Passenger Services Agents

2 Web: www.ncfe.org.ukEmail: [email protected]

Tel: 0191 239 8000

Our Vision

Inspirational learning solutions with exceptional customer service.

About Us

NCFE is one of the UKs fastest growing national awarding bodies, designing and awarding

qualifications that are nationally recognised to meet the needs of learners and employers.

We provide a wide range of QCA-accredited qualifications at different levels and in a variety

of subject areas. We also offer Key Skills, Basic Skills and Entry Level qualifications.

Our aim is to give individuals the mix of skills, knowledge and understanding they need to bring

them closer to fulfilling their personal goals. Our qualifications and awards are used by centres

across the UK including schools, colleges, adult education centres and training providers.

Were a registered educational charity and a company limited by guarantee. Our charitable

aim is to promote and advance the education and training of young persons and adults.

NCFE is recognised as an awarding body by the Qualifications and Curriculum Authority (QCA)

in England, the Council for Curriculum, Examinations and Assessment (CCEA) in Northern Ireland,

and the Qualifications, Curriculum and Assessment Authority for Wales (DELLS).

Customer Service - the NCFE way

We are passionate about providing exceptional customer service. Every single NCFE employee is focused

on not just meeting, but exceeding your expectations. We believe our approach to customer service

makes us easy to do business with, flexible and responsive.

We rely on your feedback to let us know whether were providing the right kinds of products and service.

We carry out a number of surveys and focus groups throughout the year, but you dont have to wait

until then to tell us what you think. If you want to give us your thoughts you can email

[email protected], or just pick up the phone and tell us!


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Contents

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1Web: www.ncfe.org.ukEmail: [email protected]

Tel: 0191 239 8000

Page No

Section 1: Qualification Overview 2

Introduction 2

Accreditation and Certification End Dates 2

How to Give us Your Comments 3

Status in Wales and Northern Ireland 3

Aims 3

Target Group 4

Entry Guidance 4

Resource Requirements 4Progression Opportunities 4

Links to Skills for Life 5

Links to National Occupational Standards 5

Links to Legislation 5

Centre Approval Requirements 5

Support for Centres and Candidates 6

Section 2: Assessment and Moderation 7

Independent Assessment 7

Internal Moderation 7

External Moderation 8

Achieving the NCFE Level 2 Certificate for Airport Passenger Services Agents 8

Section 3: Structure and Content of the Qualification 9

Unit Summaries 10

Unit 01 Research the airport industry and the role of the airport passenger

service agent 13

Unit 02 Understand airport knowledge required by the airport passenger

service agent 18

Unit 03 Deal effectively with the processing of aircraft passengers 22

Unit 04 Identify the boarding procedure for aircraft passengers 28Unit 05 Identify the procedures for decontrolling aircraft passengers 33

Unit 06 Procedures involved in disembarkation of airline passengers 35

Section 4: Links to Skills for Life 42

Section 5: Links to National Occupational Standards 49

Appendices 51

Appendix A Qualification Centre Approval Procedure 51

Appendix B Candidate Registration and Certification Procedure 52

Appendix C Glossary of Terms 53

Contact Us / Equal Opportunities / Data Protection 57


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Qualification Overview

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Introduction

The NCFE Level 2 Certificate for Airport Passenger Services Agents has been accredited by the Qualifications

and Curriculum Authority (QCA) and is part of the National Qualifications Framework. Its Qualification

Accreditation Number is 100/6050/9. This qualification is therefore fundable under the Learning and

Skills Act 2000 under Sections 96 and 97. Its Learning Aim Code is 10060509. For further guidance on

funding, please contact your local Learning and Skills Council.

The Level 2 Certificate for Airport Passenger Services Agents is an ideal qualification for individuals who

wish to seek employment as an airport passenger services agent, or for individuals who wish to enhance

their studies in Travel and Tourism.Guided learning hours (GLH): 60

NQF Level: 2

Assessment requirements: Independently assessed portfolio

The qualification consists of 6 mandatory units:

Unit 01 Research the airport industry and the role of the Airport Passenger Service Agent

Unit 02 Understand airport knowledge required by the Airport Passenger Service Agent

Unit 03 Deal effectively with the processing of aircraft passengers

Unit 04 Identify the boarding procedure for aircraft passengers

Unit 05 Identify the procedures for decontrolling aircraft passengers

Unit 06 Procedures involved in disembarkation of airline passengers

Learning outcomes for each unit are provided in Section 3 (page 9).

Candidates must successfully complete all 6 mandatory units to be awarded the NCFE Level 2 Certificate

for Airport Passenger Services Agents.

Accreditation and Certification End Dates

All qualifications on the National Qualifications Framework are subject to accreditation and

certification end dates as set by QCA to ensure that all qualifications remain current and valid.

Candidate registrations may not be accepted by awarding bodies after the accreditation end date

for a specific qualification if an extension to the accreditation is not obtained from QCA. However,

certification is permitted until the certification end date in order to allow candidates to complete

any programme of study.


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Target Group

The qualification will be appropriate for those individuals who are seeking employment within the

Airport Passenger Services sector as well as those wishing to increase their knowledge in the tourism

and passenger transport sectors. Alternatively this could be utilised by individuals currently working

in the industry who are wishing to receive recognition of their experiences and expertise.

Entry Guidance

There are no specific recommended prior learning requirements for this qualification. Candidates

wishing to undertake this qualification should hold an appropriate Level 1 qualification or equivalent.

Admittance onto a course of study remains at the discretion of the centre based upon the above criteria.

Resource Requirements

There are no specific resource requirements for this qualification.

For details of staffing resources required for this qualification, please see NCFEs Occupational

Competence Guidelines, available from the NCFE website (www.ncfe.org.uk) or from the Centre Support

team at NCFE.

Useful Websites:Tutors may find the following websites useful for materials and resources to assist delivery:

Sector Skills Council

GoSkills www.goskills.org

Employment

Connexions www.connexions.gov.uk

Useful sites

UK Civil Aviation Authority www.caa.co.uk

Progression Opportunities

The Level 2 Certificate for Airport Passenger Services Agents aims to provide progression towards:

EDEXCEL Level 3 BTEC National Diploma / Certificate / Award in Airline and Airport Operations

EAL Level 3 NVQ in Controlling Airport Operations

EAL Level 3 NVQ in Handling Air Passengers

EAL Level 3 NVQ in Co-ordinating Airside Ramp Operations

OCR Level 3 Certificate of Professional Competence in International Passenger Transport Operations

For further details on other qualifications available in this sector area, see NCFEs Directory of Productsand Services, or the Qualification and Curriculum Authority (QCA) website of accredited qualifications

openQUALS (www.openquals.org.uk).


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Links to Skills for Life

This NCFE qualification could be used to develop candidates literacy, language and numeracy skills.

The activities candidates undertake whilst completing the qualification could help prepare them for

their Basic Skills test.

Section 4 (page 42) provides details of where evidence can realistically be generated for Key Skills units

through this qualification. In general, the aim has been to target Level 2 Key Skills although work can

be designed for other levels, depending on the needs of individual candidates or groups.

Key Skills Centre Support Packs are available from the Customer Support Team at NCFE. These packs

contain unit specifications, tracking and guidance documents which will be invaluable to any centrerunning Key Skills.

Centres who are approved to run Key Skills through NCFE will receive their first copy of this pack free of

charge; for additional copies, or for non-approved centres, a charge will apply. Details of these charges

can be found in NCFEs Fees and Pricing document, available from the NCFE website (www.ncfe.org.uk)

or from the Centre Support team at NCFE.

Links to National Occupational Standards

National Occupational Standards (NOS) describe the skills, knowledge and understanding needed to

undertake a particular task or job at various levels of competence. The standards are generally ownedby a Sector Skills Council (SSC) or other agency and may be developed in consultation with employers,

trade unions, professional bodies and others within the relevant sector.

The Level 2 Certificate for Airport Passenger Services Agents has been mapped against the relevant

Aviation National Occupational Standards. More detailed mapping is provided in Section 5 (page 49).

Links to Legislation

Owing to the nature of the qualification, various pieces of legislation are cited in this document. This

legislation is subject to change. However, the references in this document are accurate at the time of

printing. Subsequent issues of this Qualification Specification will be produced by NCFE to reflect anysignificant changes to legislation or recommended working practices.

To ensure that you are using the most up-to-date version of this Qualification Specification, please check

the issue date on the front cover of this document against that of the Qualification Specification on the

NCFE website (www.ncfe.org.uk).

Centre Approval Requirements

Centres must apply for approval to offer this qualification prior to enrolling candidates. If approval is

not sought in advance candidates should be advised that certification is not available. To gain approval

to offer this qualification, centres need to complete and return a signed copy of the relevant approvalform to the Assessment Team at NCFE. These forms are available from the NCFE website

(www.ncfe.org.uk) or from the Centre Support team at NCFE.

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Further information regarding the approval criteria and procedure is contained in the publication

Guidance for Centres: Procedures and Policies. If you have any queries regarding any part of the

approval process, require assistance completing the approval form or wish to know if your centre

meets the approval criteria, please contact the Assessment Team at NCFE.

Following approval, individual candidate registration and certification fees are payable. Details of

registration and certification fees are available on the NCFE website (www.ncfe.org.uk) or from the

Centre Support team at NCFE.

The appendices at the back of this document provide an overview of NCFEs administrative procedures

from approval to certification.

Support for Centres and Learners

Information for learners:

NCFE Candidate Information Packs (CIPs) can be downloaded from the NCFE website (www.ncfe.org.uk)

free of charge. Hard copies of the information can be supplied for a small charge for further

information please contact your centres processing contact at NCFE. The packs contain general

information about the qualification which will help candidates keep track of their work. These packs

are not compulsory, but, if they are not used, centres must use NCFEs Candidate Evidence Log or devise

alternative materials.

Alternative materials produced by centres must allow candidates to track their achievement against

each required learning outcome and must also include the following:

information on the contents, availability and location of NCFEs procedures and policies

advice on support mechanisms for candidates who are experiencing difficulties with their studies

mechanism for Assessors and Internal Moderators to authenticate evidence submitted for, and

achievement of, each unit

Assessor/Internal Moderator Training:

NCFE can provide training sessions for Assessors and Internal Moderators who may not hold the A1 andV1 (Assessment and Verification) units. For further information contact the Assessment Team at NCFE.


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Independent Assessment

Assessment is the process of measuring a candidates skill, knowledge and understanding against the

standards set in the qualification.

The NCFE Level 2 Certificate for Airport Passenger Services Agents is independently assessed. The

candidate will be required to produce a portfolio of work that covers all of the learning outcomes

of this qualification.

Each candidate portfolio must be 100% assessed by Assessors in the centre. A 30% sample of the

portfolios must then be assessed by an Internal Moderator to ensure consistency with national

standards. The Internal Moderator must be independent from the delivery of the qualification. Theymust also employ a satisfactory sampling strategy to ensure all units and all assessors are sampled over

a defined period of time. The centres appointed External Moderator will provide advice on sampling

strategies if required. NCFE recommends that Internal Moderators attend NCFEs Assessor and Internal

Moderator training or hold A1 and V1 (Assessment and Verification) qualifications.

Assessors must be satisfied that candidates have achieved all learning outcomes related to the unit

being assessed prior to deciding whether candidates have been successful. Assessors are also responsible

for supporting candidates through the assessment process.

Where a candidate fails to meet the required standards, the candidate may resubmit work within

their registration period until the Assessor and Internal and External Moderators are satisfied thatthe candidate has met the standards.

For further information on resource requirements (including training) please refer to Resource

Requirements on page 4 of this specification.

The assessment arrangements for this qualification are in accordance with the criteria set out by the

regulatory authorities.

Internal Moderation

Internal moderation is the process of ensuring that everyone who assesses a particular unit in a centre is

assessing to the same standards. It is the responsibility of Internal Moderators to ensure that Assessors

decisions are sampled and monitored to ensure consistency and fairness. Internal Moderators are also

responsible for supporting Assessors by offering advice and guidance.

As previously stated, a 30% sample of the portfolios must be assessed by an Internal Moderator to

ensure consistency with national standards. The Internal Moderator must be independent from the

delivery of the qualification. They must also employ a satisfactory sampling strategy to ensure all units

and all assessors are sampled over a defined period of time. The centres appointed External Moderator

will provide advice on sampling strategies if required.

Assessment and Moderation

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External Moderation

External moderation of independent assessments is carried out to ensure that assessment decisions are

in line with required standards. External moderation is carried out by Moderators who are appointed,

trained and monitored by NCFE. External Moderators are responsible for monitoring and sampling

candidates evidence to ensure that internal assessment decisions are valid, reliable, fair and consistent

with national standards. Centres are notified of their External Moderators contact details on registration

of candidates with NCFE.

For further information on the responsibilities of Assessors, Internal and External Moderators, please

refer to the publication, Guidance for Centres: Procedures and Policies.

Achieving the NCFE Level 2 Certificate for Airport PassengerServices Agents

To achieve the NCFE Level 2 Certificate for Airport Passenger Services Agents candidates must be

successful in the independently assessed component. Grades are not awarded.

To achieve the independently assessed component, candidates must demonstrate their achievement

of all learning outcomes detailed in the Qualification Specification.

Candidates who are unsuccessful may resubmit work within the registration period. A charge may apply.A Letter of Unit Credit may be requested for candidates not achieving the full certificate but who satisfy

the independent assessment component for at least one whole unit.

The awarding and reporting arrangements for this qualification are in accordance with the criteria set

out by the regulatory authorities.

Assessment and Moderation

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This section provides the structure and content of the qualification.

The unit summary provides an overview of each unit including:

the unit title

the unit overview

the element title(s)

guided learning hours

an indication of whether the unit is mandatory or optional

Following the unit summary there is detailed information for each unit containing:

the unit number and title

the elements and learning outcomes

suggested types of evidence for independent assessment

The QCA-accredited unit number is indicated in brackets for each unit (eg M/100/7116). However, for the

purposes of cross-referencing assessment and moderation, we have used a sequential numbering system

in this document.

Further information and/or guidance on the qualification can be obtained by contacting the

Qualifications Team at NCFE.

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Structure and Content of the Qualification


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Unit Summaries

Unit 01

Research the airport industry and the role of the Airport Passenger Service Agent

(QCA Unit No. M/500/1227)

This unit will help to provide candidates with an opportunity to investigate and develop an

understanding of the ground handling industry. They will be required to identify relevant companies

and regulatory bodies. Candidates will also investigate the specific role and conditions of employment

of the Airport Passenger Services Agent.

The unit has 3 elements:

Element 1.1 Research the role of the ground handling company

Element 1.2 The role of the Airport Passenger Services Agent

Element 1.3 Research the terms and conditions of employment for the Airport Passenger Services

Agent

This unit is mandatory and accounts for 10 hours of the total recommended guided learning hours.

Unit 02

Understand airport knowledge required by the Airport Passenger Service Agent

(QCA Unit No. T/500/1228)

This unit provides candidates with an opportunity to develop their knowledge of what is expected of an

Airport Passenger Services Agent. The candidate will become aware of the communication techniques

and terminology specific to this industry, as well as the different airline types operating within this

industry.


Element 2.1 Show awareness of international airport/airline communication terms

Element 2.2 Identify airport terminology required for special assistance

Element 2.3 Understanding different airline types



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Unit 03

Deal effectively with the processing of aircraft passengers (QCA Unit No. A/500/1229)

During this unit candidates will develop knowledge of customer interaction. The candidate will explore

check-in procedures, requirements of different customers, customer care and passenger safety.


Element 3.1 Airport Passenger Services and care

Element 3.2 Passenger check-in process

Element 3.3 Understanding the requirements of the special needs passenger

Element 3.4 Carriage of dangerous articles and animals


Unit 04

Identify the boarding procedure for aircraft passengers (QCA Unit No. M/500/1230)

In this unit candidates will examine the boarding process. Candidates will identify the checks that must

be carried out, and which procedures should be followed during boarding. Candidates will also learn

effective methods of communicating with airport personnel.


Element 4.1 Identify the importance of pre-boarding checks by the Airport Passenger Services Agent

Element 4.2 Accurate and effective communication by the Airport Passenger Services Agent

Element 4.3 Closure of the flight and the boarding process by the Airport Passenger Services Agent


Unit 05

Identify the procedures for decontrolling aircraft passengers

(QCA Unit No. T/500/1231)

The purpose of this is to provide candidates with an understanding of how to decontrol passengers

correctly. This includes the different situations which may arise and the required action to be taken.

The unit has one elements:

Element 5.1 Identify procedures performed by the Airport Passenger Services Agent



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Unit Summaries (Continued)

Unit 06

Procedures involved in disembarkation of airline passengers

(QCA Unit No. A/500/1232)

In this unit candidates will learn about passenger disembarkation. Candidates will learn about the

processes of the arrival of the aeroplane, customer care and the correct procedures for handling

emergencies.


Element 6.1 Describe the duties of the Airport Passenger Services Agent when meeting an arriving

aircraft

Element 6.2 Passengers who require special disembarkation assistance from the Airport Passenger

Services Agent

Element 6.3 Dealing with emergencies and documentation by the Airport Passenger Services Agent

Element 6.4 Lost and damaged baggage


Section 3



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Section 3

Element 1.1: Research the role of the ground handling company

Learning Outcomes

What the candidate must do:

1.1.1 Identify 2 UK based ground handling companies

1.1.2 Identify 2 UK airports that these companies operate at

1.1.3 Research the services provided by each of these companies

1.1.4 Identify 2 airlines which use the UK airports listed above

1.1.5 Identify the relationship between the ground handling company and the regulatory authorities

1.1.6 Identify the relationship between the ground handling company and the airport authorities

What the candidate must know:

1.1.7 2 UK based ground handling companies

1.1.8 Services provided by a ground handling company

1.1.9 Airlines which are served from a UK airport

1.1.10 National and local regulatory authorities

Range (explanation):

Ground handling

companies: Servisair; Swissport; Aviance; BA; KLM

Operate: the airport where the ground handling company has a presence and is working

within

Services: ticketing; baggage facilities; ramp services; check-in; gate; operations; despatch;cargo

Airlines: one UK based; one international based

Regulatory

authorities: Department of Transport, Civil Aviation Authority, IATA

Airport authorities: Immigration Service; Customs and Excise; airport security

Unit 01 Research the airport industry and the role of the Airport

Passenger Service Agent (M/500/1227)


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Element 1.2: Research the role of the Airport Passenger Service Agent

Learning Outcomes


1.2.1 List typical activities of an airport passenger service agent

1.2.2 Detail ajob description for an airport passenger service agent

1.2.3 Outline the main responsibilities of an airport passenger service agent

1.2.4 List the personal qualities of an airport passenger service agent

1.2.5 Describe the purpose of the uniform

1.2.6 Explain the positive and negative aspects of the job role of an airport passenger service agent


1.2.7 Typical activities of an airport passenger service agent

1.2.8 Main responsibilities of an airport passenger service agent

1.2.9 Personal qualities required by an airport passenger service agent

1.2.10 Purpose of uniforms worn by an airport passenger service agent

1.2.11 Positive and negative aspects of the job role


Typical activities: check-in agent; gate/boarding agent

Job description: to include regular/daily tasks; duties; responsibilities to, and for, others

Mainresponsibilities: checking in passengers; allocation of seats; baggage handling; checking travel

documents; providing assistance to passengers with special needs and

requirements; boarding flights

Personal qualities: personal presentation; attitude; product knowledge; team work; initiative

Purpose: corporate ID; identification

Positive: opportunity to travel; salary; benefits; meeting different types of people

Negative: unsociable hours of work; flight delays; cancellations; dealing with

awkward/angry customers


Passenger Service Agent (M/500/1227) (Continued)


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Element 1.3: Research the terms and conditions of employment for the

Airport Passenger Service Agent

Learning Outcomes


1.3.1 Research the terms and conditions of employment for an airport passenger service agent

1.3.2 Research entry requirements for the role of an airport passenger service agent

1.3.3 Research employment prospects within the airline industry

1.3.4 Complete ajob application and Curriculum Vitae

1.3.5 Prepare a typical personal presentation to be delivered at a group interview

1.3.6 Take part in a job interview


1.3.7 Terms and conditions of employment for an airport passenger service agent

1.3.8 Equality and diversity in the airline industry workplace1.3.9 Entry requirements for the role of an airport passenger service agent

1.3.10 Contents of a Curriculum Vitae

1.3.11 How to complete an application form

1.3.12 Contents of a typical personal presentation

1.3.13 Main points to be observed when attending an interview for an airport passenger service agent


Terms and

conditions: pay; hours of work; terms and conditions; insuranceEntryrequirements: height; weight; language; health and fitness; qualifications

Employmentprospects: identify one opportunity for employment within an airline; provide the

requirements of the position and investigate opportunities eg promotion;positions with other companies; work overseas

Job application: for position of airport passenger services agent (real or simulated)

Personalpresentation: to include details of education; work experience; leisure activities; reasons for

interest in the position of an airport passenger services agent

Interview: for position of airport passenger services agent (real or simulated)


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Section 3

Assessment Guidance - Unit 01:

Candidate Report:

Types of evidence: Candidate report;

Learning Outcome: Element 1.1

Additional information: Report on ground handling companies and their role: this report shouldcontain a minimum of 250 words.

Product:

Types of evidence:Job description;

Learning Outcome: 1.2.1; 1.2.2; 1.2.3; 1.2.4; 1.2.7; 1.2.8; 1.2.9

Additional information: Detail typical activities of an Airport Passenger Services Agent, includingpersonal qualities and main responsibilities

Discussion:

Types of evidence: Discussion;

Learning Outcome: 1.2.5; 1.2.6; 1.2.10; 1.2.11

Additional information: Candidates will be required to discuss the purpose of the uniform and positiveand negative aspects of the job role

Short Report:

Types of evidence: Short report;

Learning Outcome: 1.3.1; 1.3.2; 1.3.3; 1.3.7; 1.3.8; 1.3.9

Additional information: This should detail the terms and conditions of work, including entryrequirements to the role and employment prospects

Product:

Types of evidence: Completed Job application form and Curriculum Vitae

Learning Outcome: 1.3.4; 1.3.10; 1.3.11

Additional information:Job application form and Curriculum Vitae


Passenger Service Agent (M/500/1227) (Continued)


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Real or simulated activity:

Types of evidence: Simulated activity; observation

Learning Outcome: 1.3.6; 1.3.13,

Additional information: Candidates should participate in either a real or simulated job interview

Product:

Types of evidence: Product;

Learning Outcome: 1.3.5; 1.3.12

Additional information: Prepare a personal presentation for a group interview

The types of evidence listed above are for guidance purposes only. Within candidates portfolios,

other types of evidence are acceptable if full coverage of all learning outcomes is achieved and if

the evidence generated can be independently and externally moderated. For approval of methods

of internal assessment other than portfolio building, please contact the Assessment Team at NCFE.

Section 3


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Section 3

Element 2.1: Show awareness of international airport/airline

communication terms

Learning Outcomes


2.1.1 Accurately list the phonetic alphabet and describe its purpose

2.1.2 Identify airline, city and airport codes and use the phonetic alphabet to spell them out

2.1.3 Accurately convert times between the 12 and 24 hour clock

2.1.4 Identify the day, month and year codes used by an airport passenger service agent


2.1.5 Importance of effective communication between the duty manager, check-in agent and the ticketdesk operators

2.1.6 Commonly used communication terms

2.1.7 Importance of accurately using the 24 hour clock and phonetic alphabet

2.1.8 Time zones


Phonetic alphabet: as recognised by International Civil Aviation Organization (ICAO), Federal Aviation

Administration (FAA), International Telecommunication Union (ITU), and NATO as

the standard for aircraft communications and radio communications

Airline, city and

airport codes: for 5 UK, 5 European and 5 worldwide airlines, cities and airport codes

Times: a minimum of 4 conversions

Communication

terms: airport codes; city codes; airline codes

Time zones: GMT; BST; DST

Unit 02 Understand airport knowledge required by the Airport Passenger

Service Agent (T/500/1228)


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Section 3

Element 2.2: Identify airport terminology required for special assistance

Learning Outcomes


2.2.1 Identify passengers requiring special assistance

2.2.2 Identify the different types of special meals that may be requested

2.2.3 Explain and give examples of specific airport terminology


2.2.4 Terminology used to identify passengers requiring special assistance

2.2.5 Different types of meals offered and their content

2.2.6 Understand specific airport terminology


Special assistance: select 5 from the following: wheelchair; stretcher; medical reasons; people with

learning difficulties; pregnant traveller; visually impaired; hearing impaired;

speech impaired; unaccompanied minors; young persons; elderly; language

and/or cultural differences; availability of prayer room

Types: diabetic; vegetarian; kosher; vegan; gluten free; halal; nut free

Specific airport

terminology: 5 examples from the following: landside; airside; air traffic control; slot time;

estimated time of departure; meet and assist; to be advised; scheduled time of

arrival; very important person; may fly/did fly


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Section 3

Element 2.3: Understanding different airline types

Learning Outcomes


2.3.1 Identify 3 UK based airlines of different types

2.3.2 Research the different levels of service offered by each

2.3.3 Compare value for money of the service provided by each of the airlines

2.3.4 Identify 3 destinations per airline type and complete a map indicating flight path and anyintermediate stops for each

2.3.5 Identify a typical aircraft that would be used for each of the above destinations

2.3.6 Provide a configuration plan of each aircraft identified and specify the number of passengerscarried in each

2.3.7 Explain the different seating configurations for each type of aircraft


2.3.8 3 UK based airlines

2.3.9 Main differences in levels of service and value for money provided by airlines of different types

2.3.10 Sources of information on airline destinations

2.3.11 Main differences in aircraft types


Types: low cost; charter; scheduled

Service: to include: flight booking methods; seating allocation; in-flight services eg food,

drink, provisions for special needsValue for money: quality of service between low cost, charter and schedule airlines; size of seats;

availability and quality of in-flight food; quality of services on offer, eg first class,

business class and economy sections of aircraft

Destinations: UK (routing to start from a provincial airport and shuttle to an international hub),

European, worldwide

Map: a worldwide map

Typical aircraft: a minimum of 3 aircraft types

Configuration plan: aircraft seating plan: first; business; economy; charter; low-cost

Sources ofinformation: internet; airline timetables

Unit 02 Understand airport knowledge required by the airport passenger

service agent (T/500/1228) (Continued)


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Section 3

Assessment Guidance - Unit 02:

Candidate role play:

Types of evidence: Role play or simulated activity

Learning Outcome: 2.1.1; 2.1.4 2.1.9

Additional information: Candidates should demonstrate their knowledge of the communication used

at international airlines/airports. This must include knowledge of the 24 hour clock, appropriate use ofcommunication terms and knowledge of time zones

Product:

Types of evidence: List and description


Additional information: List the phonetic alphabet describing its purpose. Use this list to spell out 5European and 5 worldwide airline, city and airport codes

Questioning:

Types of evidence: Written or oral questioning

Learning Outcome: 2.2.1 2.2.6

Additional information: Candidates could respond to oral questioning by the Assessor or complete ashort answer question paper to cover the Learning Outcomes

If candidates are participating in a relevant work placement, their knowledge of terminology requiredfor special assistance may be recorded using observation, witness statements etc

Product:

Types of evidence: Short report and annotated map


Additional information: Report to include 3 different types of airline, a map indicating routes and

intermediate stops and a configuration plan






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Element 3.1: Airport passenger services and care

Learning Outcomes


3.1.1 Identify and explain the importance of initial passenger contact at the check-in desk

3.1.2 Greet passengers appropriately at the check-in desk

3.1.3 Deal effectively with any questions that may arise

3.1.4 Identify stressful situations encountered by passengers that the airport passenger services agentmay be expected to solve

3.1.5 Deal effectively with problems and complaints


3.1.6 Customer expectations at check-in

3.1.7 How to respond to questions from passengers

3.1.8 How to deal with problems and complaints

3.1.9 Problem solving techniques

3.1.10 EU legislation for air passenger rights


Contact: body language; communication skills; accepted standards of appearance and

behaviour

Questions: estimated time of departure; aircraft type; seating; delays; directions

Stressful situations: select 5 from the following: flight delay; seating; meals; excess baggage; missed

flight; intoxicated passenger; delayed arrival at the airport; misplaced tickets;

e-tix; passports; lost and damaged baggage

Deal effectively: on behalf of 2 passengers

Problems and

complaints: oversized hand baggage; split seating

Section 3


(A/500/1229)


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Section 3

Element 3.2: Passenger check-in process

Learning Outcomes


3.2.1 Identify the different ticket types available to passengers

3.2.2 List the main areas of information on a ticket required to process a passenger check-in

3.2.3 Identify the documents required for international air travel3.2.4 Ask check-in security questions

3.2.5 Explain the different weight allowances and why there are differences

3.2.6 Calculate excess baggage charges

3.2.7 Identify different types of non-conforming baggage and how it would be dealt with by anairport passenger services agent


3.2.8 Different types of ticket a passenger can purchase

3.2.9 Contents of a ticket

3.2.10 How to deal with document discrepancies3.2.11 Importance of travel documents

3.2.12 How to carry out security checks

3.2.13 Reasons for weight restrictions on baggage and the different types that can be transported

3.2.14 Why excess baggage charges are necessary

3.2.15 Who to report security concerns to regarding baggage


Ticket types: e-tix; scheduled; charter; confirmed/standby; standard; scheduled business; first class

Main areas: name; destination; flight; class; date; status; weight allowance; validity of ticket;multi-sector legs

Documents: passport; ID cards; visas; form of indemnity; fit to fly certificate

Securityquestions: baggage; electrical goods; sharp objects; hazardous goods

Different weightallowances: for checked in baggage and hand baggage; for the 3 different airline types -

low cost; charter; scheduled

Non-conformingbaggage: select 5 from the following: too big; excess baggage; over 32kg; fragile or liable

to damage; unacceptably packed; golf clubs; bicycles; skis; prams/pushchairs;surf boards; diving equipment

Discrepancies: invalid tickets; lost tickets; incorrect tickets; visa discrepancies and passportdiscrepancies


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Section 3

Element 3.3: Understanding the requirements of the special needs passenger

Learning Outcomes


3.3.1 Identify the passengers with request for special needs

3.3.2 Describe why some passengers should be pre-seated

3.3.3 Describe special requests

3.3.4 Explain the importance of VIP passengers and the difference (if any) to a CIP

3.3.5 Describe the purpose and contents of an executive lounge

3.3.6 Identify the passengers who may use the executive lounge


3.3.7 Process of aircraft catering

3.3.8 System of seating operated by each type of airline3.3.9 Importance of pre-seating and special requests

3.3.10 Different types of passenger each airline could carry

3.3.11 Types of tickets which allow access to the executive lounge


Request: pre-ordered; late request

Pre-seated: children; infants; disabled; elderly

Special requests: candidates should describe 2 of each of the following: meals; seating; baggage;assistance in boarding; translator

VIPs: government minister; royalty; foreign diplomats; pop stars; film stars

CIP: commercially important passenger

Executive lounge: type of passenger; services offered; dress code


(A/500/1229) (Continued)


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Section 3

Element 3.4: Carriage of dangerous articles and animals

Learning Outcomes


3.4.1 Explain the importance for the safe carriage of firearms

3.4.2 Identify the checks that must be made before any firearm is allowed on board

3.4.3 List the checks that must be made before any ammunition is allowed on board

3.4.4 List one product from each of the dangerous goods and supply the official symbol of each type

3.4.5 Explain the policy for the carriage of pets for each airline type and the main regulations for theanimals well-being

3.4.6 Identify the documents needed for a pet/guide dog to travel


3.4.7 The regulations for the carriage of firearms and ammunition

3.4.8 The importance and symbols for dangerous goods

3.4.9 The airlines policy and documentation for the carriage of a pet/guide dog


Firearms: eg hunting/sporting; firearms; ammunition; allowed/not allowed

Checks: ammunition; package; documentation; action

Ammunition: weight; package; documentation; action

Dangerous goods: explosives; flammable gas; flammable liquids; oxidising agents; toxic/poisonousitems; radioactive items; corrosives; miscellaneous dangerous goods

Carriage of pets: dogs; cats; other types of pet; allowed on board; allowed in hold; documentation

eg passport and proof of relevant inoculations; placement of pets on board

aircraft; responsibility of care for pets prior to departure and on arrival

Type: low cost; charter; scheduled

Documents: pet passport

Regulations: including documentation to be used


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Internal Assessment Guidance - Unit 03:

Role play/observation:

Types of evidence: Role play/observation


Additional information: Candidates should participate in a check-in process, demonstrating an

appropriate use of care when handling questions, stressful situations, problems and complaints

Questioning:

Types of evidence: Written or oral questioning

Learning Outcome: 3.1.1; 3.1.6; 3.1.7; 3.1.8; 3.1.9; 3.1.10

Additional information: Candidates should respond to oral questioning or fill out short answerquestions covering: initial passenger contact at check-in; dealing, responding and identifying methodsof solving passengers questions, problems and complaints; EU legislation for air passenger rights

Role play:

Types of evidence: Role play

Learning Outcome: 3.2.4; 3.2.5; 3.2.6; 3.2.7; 3.2.12; 3.2.13; 3.2.14; 3.2.15

Additional information: Candidates should demonstrate through either a role play, or evidence from arelevant work placement, their ability to participate in a check-in process. This should include securityquestions and checks, weight allowances, baggage restrictions including calculating charges andreporting security concerns

Short report:

Types of evidence: Short report


Additional information: This should include examples of documents required and main areas ofinformation detailed on airline tickets

Presentation:

Types of evidence: Presentation


Additional information: This should include information about the importance of VIP/CIP customers,the executive lounge and requirements for access to the lounge

Section 3




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Section 3

Questioning:

Types of evidence: Written/oral questioning


Additional information: Candidates should respond to oral questioning or fill out short answer

questions covering the requirements of special needs passengers including catering, seating

requirements, special requests and passenger types

Presentation:

Types of evidence: Presentation/report/group presentation


Additional information: eg each group could take 2 examples from list of dangerous goods detailed in

the range, and the importance of the appropriate symbols relating to these

Short report:



Additional information: The report should cover safe carriage of a variety of firearms, appropriate

checks and regulations

Case study:

Types of evidence: Short case study

Learning Outcome: 3.4.5; 3.4.6; 3.4.9Additional information: Investigating the carriage of pets and guide dogs, candidates should identify

any differences in requirements for these animals to travel






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Element 4.1: Identify the importance of pre-boarding checks by the airport

passenger service agent

Learning Outcomes


4.1.1 Deal with passengers politely at all times

4.1.2 List the document checks to be made at the gate

4.1.3 Provide passengers with guidance regarding seating and hand baggage4.1.4 Explain what should be done with unacceptable baggage/equipment

4.1.5 Liaise with dispatcher and cabin crew prior to passengers boarding

4.1.6 Show awareness of the overall boarding procedure

4.1.7 Explain what action to take when dealing with passengers without appropriate boardingdocuments


4.1.8 Necessary checks to be made at gate

4.1.9 Seating and baggage procedures

4.1.10 How and when to liaise with dispatcher and cabin crew

4.1.11 Boarding information and practice

4.1.12 How to deal with passengers who are unfit or incapable of air travel


Passengers: adults; children; unaccompanied children; passengers with special needs

Document checks: passports; name; validity; visa; signature; photograph; mutilation; boarding pass;

flight number; date; destination

Seating: seat allocation at check-in; re-allocation of seating at gate for late arriving

passengers

Hand baggage: weight and size allowance; additional items allowed/not allowed, unacceptable

cabin baggage

Unacceptable

baggage/equipment: surrendered to the Airport Passenger Services Agent, tagged and placed in

aircraft hold

Liaise: regarding when to board; how to board; missing passengers; re-allocation of

seats; special requirements of passengers

Boardingprocedure: announcements and pre-boarding; action taken when passenger incapable of air

travel

Unit 04 Identify the boarding procedure for aircraft passengers (M/500/1230)

Section 3


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Section 3

Element 4.2: Accurate and effective communication by the airport passenger

service agent

Learning Outcomes


4.2.1 Communicate courteously with passengers when giving guidance and advice

4.2.2 Respond promptly to requests from passengers

4.2.3 Offer clear and accurate information face to face and when using the public information/addresssystem

4.2.4 Demonstrate how to operate communication equipment correctly

4.2.5 Identify potential barriers to communication


4.2.6 Effective communication techniques

4.2.7 Information which may be provided to passengers and colleagues

4.2.8 Public announcement techniques

4.2.9 How to use appropriate verbal and non-verbal communication skills

4.2.10 Barriers to communication

4.2.11 How to overcome barriers to communication


Information: boarding time; hand baggage; standby passengers; priority passengers; delays;

missing passengers

Communication

equipment: to include: telephone; radio; public information/address systems

Barriers: language; nervous flyers; missing passengers; special needs; intoxicated

passengers

Verbal: words; tone; volume; inflection; speed; non-discriminatory language

Non-verbal: demeanour; expression; posture; eye contact; recognition of personal space


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Element 4.3: Closure of the flight and the boarding process by the airport


Learning Outcomes


4.3.1 Demonstrate passenger reconciliation

4.3.2 Explain the importance of passenger reconciliation

4.3.3 Explain the steps to be taken to locate and find missing passengers at the gate

4.3.4 Describe the procedure for accepting standby passengers at the gate

4.3.5 Explain how and when to safely escort passengers to the aircraft

4.3.6 Liaise with the dispatcher and cabin crew to close the flight


4.3.7 Importance of maintaining customer care throughout the boarding process

4.3.8 Boarding procedures and practices

4.3.9 How to provide standby passengers with guidance regarding baggage and acceptance onto theflight

4.3.10 How and when to escort passengers to the aircraft

4.3.11 How and when to liaise with the dispatcher and cabin crew


Passenger

reconciliation: security numbers; total on board; security; pulling of board passes; usage ofmanual/computerised systems

Steps: cross check of boarding cards; announcements; check with executive lounges;details from check-in; liaise with dispatcher/cabin crew

Procedure: checks; documents; ticket; baggage acceptance; type of standby passenger

Safely escortpassengers: safety of passengers; safety of airport passenger services agent; use of safety

equipment and safety clothing; hazardous areas; local procedures for transferringpassengers to aircraft by bus or on foot

Liaise: total on board; cross checks completed; gate closed; flight closed; documentation

to be completedCustomer care: maintaining communication throughout boarding procedure; use of PA at

departure gate; boarding routine; care of passengers delayed at boarding gate

Section 3


(Continued)


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Section 3


Role play/observation:

Types of evidence: Role play / simulated activity

Learning Outcome: 4.1.1 4.1.6; 4.1.8 4.1.11

Additional information: Detailing pre-boarding checks, documents required and baggage considerations

Questioning:

Types of evidence: Oral/written questioning



questions covering ensuring passengers are dealt with using the appropriate manner and actions

Activity:

Types of evidence: Observation/simulated activity/role-play


Additional information: Demonstrating effective methods of gaining information, communicating

(both verbal and non-verbal) and using the appropriate equipment

Report:


Learning Outcome: 4.2.5; 4.2.6; 4.2.10; 4.2.11Additional information: Candidates could produce a short report on communication barriers,

overcoming these and effective techniques which could be used


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Internal Assessment Guidance - Unit 04 (continued):

Candidate Report and Observation:

Types of evidence: Assessor witness statements / observation / simulation / role-play

Learning Outcome: 4.3.1 4.3.6; 4.3.7 4.3.11

Additional information: If candidates are also undertaking an appropriate work placement, the

candidate can demonstrate the learning outcomes in the following ways:

Learning outcomes 4.3.1 4.3.6: observation

Learning outcomes 4.3.7 4.3.11: work based logbook

If candidates are not completing a work placement the learning outcomes could be demonstrated using

the following methods:

Learning outcomes 4.3.1 4.3.4; 4.3.6; 4.3.9; 4.3.11: simulation / role play

Learning outcomes 4.3.5; 4.3.7; 4.3.10: oral / written questioning

Learning outcomes 4.3.8: a short report / list of boarding procedures





Section 3


(Continued)


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Section 3

Element 5.1: Identify the procedures performed by the airport passenger

service agent

Learning Outcomes


5.1.1 Describe the meaning of decontrolling and why this might occur

5.1.2 Explain 3 incidents of decontrolling that passengers could be involved in

5.1.3 Identify the actions to be taken by an airport passenger services agent when assisting passengersduring decontrolling

5.1.4 Explain the procedure when passengers are denied boarding


5.1.5 What decontrolling means

5.1.6 The different situations relating to decontrolling

5.1.7 The actions to be taken by an airport passenger services agent


Decontrolling: returning passengers from the gate; denied boarding

Incidents: missed flight; intoxication; wrong flight; delayed and cancelled flight; sudden

illness or injury

Actions: communication with colleagues; announcements; in-transit; reconciliation; return

to landside

Procedure: establish reason; liaise with ramp and dispatcher; escort passenger; baggage

handling; duty/tax free; immigration; any coach transfer; vouchers


(T/500/1231)


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Section 3


Action plan:

Types of evidence: Action plan


Additional information: Candidates should produce 3 action plans, detailing 3 different incidents

(examples are detailed in the range), actions taken and procedures that should be followed






(T/500/1231) (Continued)


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Section 3

Element 6.1: Describe the duties of the airport passenger service agent

when meeting an arriving aircraft

Learning Outcomes


6.1.1 Describe the duties of the personnel involved with the arrival of an aircraft

6.1.2 Draw a flowchart of the different channels used for inbound passengers

6.1.3 Explain the brief for an airport passenger services agent for an arriving aircraft

6.1.4 Explain how to safely escort passengers from the aircraft to the terminal


6.1.5 Role of the airport passenger services agent when meeting an arriving aircraft

6.1.6 General layout of an airport arrivals terminal

6.1.7 Contents of the brief for the airport passenger services agent prior to meeting passengers

6.1.8 Health and Safety requirements for going onto the apron/tarmac6.1.9 Hazardous areas on the apron/tarmac the airport passenger services agent should be aware of


Duties: co-ordination with airline and ancillary services; passenger care; disembarkation

of passengers and baggage

Personnel: dispatcher agent; special assistance agent

Channels: passports; luggage; customs; ancillary services

Brief: select 5 from the following: interpreter; flight number; route; gate; passenger

total; special needs; VIPs; CIPs; unaccompanied minors

Safely escort

passengers: safety of passengers; safety of airport passenger services agent; use of safety

equipment and safety clothing; hazardous areas; local procedures for transferring

passengers from aircraft by bus or on foot

Health and Safety: special clothing; accessories; smoking

Hazardous areas: aircraft engines, wings and sharp/protruding edges


(A/500/1232)


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Section 3

Element 6.2: Passengers who require special disembarkation assistance

from the airport passenger service agent

Learning Outcomes


6.2.1 Identify 5 types of passengers who may require special assistance

6.2.2 Give examples of how an airport passenger services agent would assist them

6.2.3 Explain the correct type of assistance for handling wheelchair passengers and those with special needs

6.2.4 Describe the role of the special services department in the case of unaccompanied minors


6.2.5 The different types of passenger that will require special assistance

6.2.6 The importance of customer care and its effect on passengers

6.2.7 The purpose of documentation when handling unaccompanied minors


Special assistance: medical requirements; unaccompanied minors; delayed/late connecting;

immigration refusals; distressed passengers

Assist: select 5 from the following: co-ordination with: airline; airport authorities;

medical services; immigration authorities; special service departments;

wheelchair; motorised buggy; provide escort to gate

Special Services

Department: nanny; documentation

Effect on

passengers: positive and negative

Documentation: unaccompanied minors; onward tickets for transferring passengers; MATOs

(Meal and Transport Orders)




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Section 3

Element 6.3: Dealing with emergencies and documentation by the airport


Learning Outcomes


6.3.1 Explain the airport passenger services agents role when dealing with emergencies

6.3.2 Describe the situation when a passenger arriving does not meet the entry requirements

6.3.3 Describe the reasons for a diverted flight and the procedure when meeting the passengers


6.3.4 Emergency procedures

6.3.5 The legal requirements of the UK when a passenger does not meet entry requirements


Emergencies: select 2 from each of the following sections: medical: (contagious disease;sudden illness; injury; ambulance procedures); security threats: (bomb scare;

other terrorist threat; stowaways); technical threat: (severe weather affecting the

aircraft; fire on aircraft or in terminal; technical problems with the aircraft

causing emergency landing or failure in landing procedure; communication

difficulties between aircraft and air traffic control)

Entry requirements: return ticket; finance; asylum; risk to ground handling company, contagious

illness; restricted produce on person or in baggage

Diverted flight: technical problems; weather; medical emergencies; aggressive or disruptive

passengersProcedure: coaches; notice board; announcements; immigration; baggage; customs; hotels

Emergency

procedures: to include how to raise an emergency alarm; how to respond to an emergency

alarm; which emergency equipment to use and how to locate and use it


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Section 3

Element 6.4: Lost and damaged baggage

Learning Outcomes


6.4.1 List the reasons why the airport passenger services agent would liaise with the baggagefacilities department

6.4.2 Explain the procedure for dealing with a lost baggage situation6.4.3 Explain the procedure for dealing with a theft from, or damaged baggage

6.4.4 Explain the importance of a Property Irregularity Report and list the information required

6.4.5 Explain the use of a claim form and when a passenger would be expected to complete one

6.4.6 List the reasons that you would refer safety or security concerns regarding a passengers baggage


6.4.7 Reasons and implications when dealing with baggage situations

6.4.8 Contents and need for a Property Irregularity Report

6.4.9 How to process a Property Irregularity Report6.4.10 Who to contact regarding theft from, lost or damaged baggage

6.4.11 How to handle conflict

6.4.12 How to report security concerns


Reasons: theft; unattended; damaged; lost

Baggage: in terminal; on the aircraft; elsewhere

Lost baggageprocedure: obtain appropriate reference numbers from tickets and baggage tag identification;

use reference numbers in tracking equipment to identify last known point ofbaggage or current location; explain lost baggage procedure to passengers;explain claim forms to passengers and check completed forms; communicatewith appropriate personnel to retrieve lost baggage; send retrieved baggageon to passenger as soon as possible

Theft from, ordamaged baggageprocedure: identify baggage using baggage tag identification; inspect baggage for alleged

theft or damage; explain claims procedure to passengers and inspect theircompleted claim forms; process internal paperwork relating to damage

PropertyIrregularity Report: all information as required on the form




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Section 3


Diagram:

Types of evidence: Flow chart


Additional information: A flow chart detailing the different channels used for inbound passengers,

and how this relates to the layout of airport terminals

Discussion:

Types of evidence: Group discussion

Learning Outcome: 6.1.1; 6.1.3; 6.1.4; 6.1.5; 6.1.7

Additional information: The group should discuss the duties of an Airport Passenger Services Agentwhen an aircraft arrives, including the brief they would receive and how to safely escort passengers

Report:



Additional information: Short report on Health and Safety requirements for going onto theapron/tarmac and any hazardous areas that they need to be aware of

Activity:

Types of evidence: Simulated activity

Learning Outcome: 6.2.3Additional information: Demonstrate the correct type of assistance used for wheelchair passengers and/orpassengers with special needs

Questioning:

Types of evidence: Oral/written short answer questions


Additional information: Candidates should respond to oral questioning or fill out short questionnairescovering communication barriers, overcoming these and effective techniques which could be used toidentify 5 different types of passengers who may require special assistance, the assistance required andthe importance of customer care


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Section 3

Internal Assessment Guidance - Unit 06 (continued):

Report:



Additional information: Role of special services department and documentation required when

handling unaccompanied minors

Report:



Additional information: Explaining the role of an Airport Passenger Services Agent in dealing with

emergencies and the procedures which should be followed

Report:



Additional information: Describe the legal requirements of the UK and situation if passenger does not

meet entry requirements

Discussion:

Types of evidence: Discussion

Learning Outcome: 6.3.3

Additional information: Discuss the reasons for a flight being diverted and procedures relating to this

Product:

Types of evidence: Discussion

Learning Outcome: 6.4.1

Additional information: The group should discuss why the Airport Passenger Services Agent would liase

with the baggage facilities department




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Section 3

Product:

Types of evidence: Flowchart

Learning Outcome: 6.4.2; 6.4.3; 6.4.5; 6.4.7; 6.4.10

Additional information: Candidates should produce a flowchart detailing the procedures of lost and/or

theft from lost/damaged baggage

Questioning:

Types of evidence: Oral/written short answer questions



questions covering the use and processing of Property Irregularity Reports and how to handle conflict

Product:



Additional information: Candidates should detail how to report on safety/security concerns regarding

passenger baggage






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As far as possible, NCFEs policy is to indicate to centres which internal assessment components from

the Key Skills qualifications may realistically be achieved through this qualification. In addition to the

portfolio of evidence, candidates must also achieve the relevant Key Skills external assessment paper

before applying for certification. Once a whole Key Skills qualification has been assessed and achieved

it will be possible to apply to NCFE for accreditation. The following information in this section indicates

where, within this qualification, candidates may generate evidence towards aspects of Key Skills internal

assessment. There is an indication whether each piece of evidence is intrinsic or requires some further

activity.

This qualification is mapped to the 2004 Key Skills standards. The complete standards and guidance

documents are available from the QCA website (www.qca.org.uk/qualifications/types/6507.html).

In general the aim has been to target Level 2 Key Skills although work can be designed for other

levels, depending on the needs of individual candidates or groups.

Key Skills Centre Support Packs are available from the Customer Support team at NCFE. These packs

contain unit specifications, tracking and guidance documents which will be invaluable to any centre

running Key Skills.

Centres who are approved to run Key Skills through NCFE will receive their first copy of this pack free

of charge; for additional copies, or for non-approved centres, a charge will apply. Details of these

charges can be found in NCFEs Fees and Pricing document, available from the NCFE website

(www.ncfe.org.uk) or from the Customer Support team at NCFE.

NB The following information in this section indicates where evidence is likely to occur. It is the

Assessors role to assess the Key Skills evidence against the criteria


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Section 4


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Section 4

Communication (Level 2)

Key Skill Ref: C2.1a

Description: Take part in a group discussion.

Make clear and relevant contributions in a way that suits your purpose and situation; respond

appropriately to others; help to move the discussion forward.

Cross-reference: Candidates could participate in a group discussion as part of evidence for:

1.1.6-1.1.8; 1.2.5; 1.2.6; 6.1.1; 6.1.3 -5; 6.1.7

Key Skill Ref: C2.1b

Description: Give a talk of at least 4 minutes.

Speak clearly in a way that suits your subject, purpose and situation; keep to the subject and structureyour talk to help listeners follow what you are saying; use appropriate ways to support your mainpoints.

Cross-reference: Opportunities exist throughout the qualification, specific examples of learning

outcomes which it could be related to are: 1.2.6; 1.3.5; 1.3.6; 2.2.3; 2.3.7; 3.2.5; 3.4.5; 5.1.1-2; 6.3.3

Key Skill Ref: C2.2

Description: Read and summarise information from at least 2 documents about the same subject. Eachdocument must be a minimum of 500 words long.

Select and read relevant documents; identify accurately the main points, ideas and lines of reasoning;summarise the information to suit your purpose.

Cross-reference: Opportunities exist to fulfil these criteria within this qualification, specific examples of

learning outcomes which it could be related to are: 1.3.1-3; 1.3.7-9; 3.4.5

Key Skill Ref: C2.3

Description: Write 2 different types of documents each one giving different information. One documentmust be at least 500 words long.

Present relevant information in a format that suits your purpose; use a structure and style of writingto suit your purpose; spell, punctuate and use grammar accurately and make your meaning clear.

Cross-reference: opportunities exist to fulfil these criteria within this qualification, specific examples oflearning outcomes which it could be related to are: 1.2.2-1.2.6; 1.3.4; 1.3.5; 2.1.2; 2.3.1-11; 3.2.7; 3.4.3;3.4.4; 4.1.2; 6.1.2; 6.4.1; 6.4.6

Use at least one image eitherto obtain information orto convey information in your discussion, yourtalk or one of the documents you write in order to help the audience/reader understand the points youare making.


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Application of Number (Level 2)

Carry through at least one activity that includes tasks for all 3 of N2.1, N2.2 (a, b, c or d) and N2.3*

Overall, through one or more activities you must:

Use 2 different sources which include material containing a chart or graph (N2.1)

Do calculations for a, b, c and d (N2.2)

Present findings in 2 different ways using charts, graphs or diagrams (N2.3)

Key Skill Ref: N2.1

Description: Interpret information from a suitable source.

Choose how to get the information you need to meet the purpose of your activity; obtain relevant

information; choose appropriate methods to get the results you need

Cross-reference: 2.1.4; 2.3.3; 3.2.5; 3.2.6

Key Skill Ref: N2.2

Description: Use your information to carry out calculations to do with:

a) amounts or sizesb) scales or proportion

c) handling statistics

d) using formulae

Carry out calculations clearly showing your methods and levels of accuracy, check your methods to

identify and correct any errors, and ensure your results make sense

Cross-reference: 2.1.4; 2.3.3; 2.3.6; 3.2.5; 3.2.6

Key Skill Ref: N2.3

Description: Interpret the results of your calculations and present your findings.

Select effective ways to present your findings; present your findings clearly using a chart, graph or

diagram and describe your methods; use more than one way of presenting your findings; describe what

your results tell you and how they meet your purpose

Cross-reference: 2.1.4; 2.3.3; 3.2.6

*If you need to carry out additional activities to meet all the requirements of N2.2 (a, b, c, d) each

activity must include tasks for N2.2 and N2.3 or N2.1 and N2.2.

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Section 4



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Information and Communication Technology (Level 2)

Overall, through 2 or more activities, you must:

include at least one ICT-based information source

include at least one non-ICT-based information source

use at least one example of text, one example of image and one example of number

present evidence of purposeful use of email

Key Skill Ref: ICT2.1

Description: Search for and select information to meet your needs. Use different information sources

for each task and multiple search criteria in at least one case

Select information relevant to the tasks.

Cross-reference: opportunities to achieve this criterion exist throughout element 1.1 and in the

following learning outcomes: 1.1.1-1.1.3; 1.3.1-1.3.3; 2.1.3; 2.2.2; 2.3.1-2.3.3; 3.2.1-3.2.3


Description: Enter and develop the information to suit the task and derive new information.

Enter and combine information using formats that help development; develop information and derive

new information as appropriate

Cross-reference: 1.1.1-1.1.3; 1.3.1-1.3.3; 2.1.3; 2.2.2; 2.3.1-2.3.3; 3.2.1-3.2.3


Description: Present combined information such as text with image; text with number; image with

number.

Develop the presentation so that the final output is accurate and shows consistent use of formats; use

layout appropriate to the types of information

Cross-reference: 2.1.4; 2.3.3; 3.2.6

Section 4


48/60

Working with Others (Level 2)

Provide at least 2 examples of meeting the standard for WO2.1, WO2.2 and WO2.3. One example must

show you can work in a group or team situation.

Key Skill Ref: WO2.1

Description: Plan work with others

Identify what you need to achieve together; share relevant information to identify what needs to be

done and individual responsibilities; confirm the arrangements for working togetherCross-reference: Competence in this unit could be demonstrated by planning, implementing and

evaluating activities in a group situation throughout the qualification. For example 1.2.5; 1.2.6; 6.1.1;

6.1.3-7; 3.4.4; 3.4.8


Description: Work cooperatively towards achieving the identified objectives

Organise and carry out tasks safely using appropriate methods to meet your responsibilities; support

cooperative ways of working to help achieve the objectives for working together; check progress, seeking

advice from an appropriate person when needed

Cross-reference: Competence in this unit could be demonstrated by planning, implementing and

evaluating activities in a group situation throughout the qualification. For example 1.2.5; 1.2.6; 6.1.1;

6.1.3-7; 3.4.4; 3.4.8


Description: Review your contributions and agree ways to improve work with others

Share relevant information on what went well and less well in working with others; identify yourrole in

helping to achieve things together; agree ways of improving your work with others

Cross-reference: Competence in this unit could be demonstrated by planning, implementing and

evaluating activities in a group situation throughout the qualification. If candidates have completed a

group presentation for learning outcomes 3.4.4 and 3.4.8 they can evaluate how the team has worked