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Unit 226 - People Skills in Sport and Active Leisure

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Scott Macdonald

on 5 September 2013

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Transcript of Unit 226 - People Skills in Sport and Active Leisure

Unit 226 - People skills in Sport and Active Leisure
Good Working Relationships
Its important that when we are in employment that we build good working relationships with our colleagues. This is because it:
Portrays the organisation in a positive way (looks better for customers)
Effective and efficient delivery of services for customers and staff (Improves the quality and speed at which you can perform tasks.
Improves Staff morale (How staff feel about working)
Encourages loyalty from staff and customers
Improves performance
Helps to achieve targets easier.
How can we build good working relationships?
Display a pleasant manner towards other staff.
Organise yourself and help organise your team
Have a positive attitude towards work.
Have a good sense of humour.
Eye contact with your colleagues.
Team work
How to display a positive attitude.
Positive Attitude Negative Attitude
Appropriate behaviour Innappropriate behaviour
Smart Appearance Scruffy Appearance
Good Time Management Poor Time Management
Respecting other colleagues Disrespecting other colleagues
Staying within boundaries Working outside boundaries
Good Communication Poor Communication
How you can help your colleagues
When working there are always going to be situations
where you know more about something than your colleagues. In these situations you should always be prepared to do the following:
Offer advice to help.
Give assistance if you can
Give support to them
Give them constructive feedback
Share your experience and ideas.
How do I deal with Complaints?
When dealing with complaints you should always to to establish what the customers issue is as early as possible. You should try to ensure that they are calm and that you resolve the issue as quick as possible, in a way that leave the company, and most importantly, the customer happy.
What will I learn from this Unit?
To understand the importance of personal standards in sport and leisure
• To be able to work with team-mates and colleagues
• To be able to work with customers and clients

What might a customer complain about?
Customers complain if they are not happy with something. This could be to do with:
Poor customer service
Products they have bought (if they are broken or faulty)
The facilities they have used
Equipment available or the quality of equipment
Advice they have been given
Behaviour of staff or other customers
Behaviour of children
Price of products and services.
When might you need help dealing with complaints?
There may be situations where you will not be able to help a customer with a complaint. An example of these would be:
Customers not speaking English
Accidents or Emergencies
Aggressive customers
Situations where you just don't know the answer!
Full transcript