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Unit 1 - Public Service Skills

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nile harwood-jenkins

on 7 May 2014

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Transcript of Unit 1 - Public Service Skills

Level 2 Public Services
Unit 1
Public Service Skills

Fire Service
Ambulance Service
Prison Service
Unit Learning Outcomes
Know the purpose and importance of public service skills.

Understand methods of instruction in public services.

Be able to use a range of interpersonal communication skills.
Section One
HM Revenue & Customs
Section Two
Section Three
Section Four
Tip of the Iceberg..!
Service Skills
Physical Fitness
Conflict Management
Unit Guidelines
I.D. Badges

No Food or Fizzy Drinks

No Mobile Phones

Dress Appropriately – Classroom / Outside



Take Notes (These are the Answer to Assessment)
What's it all about?
Scenario Task
British Army Phase 1 Training
ATR Bassingbourn
Remember: Take notes of as these will help you answer any Assessment throughout the unit.
Informing you about the personal qualities required
You applying to join the public service of your choice, in your ideal role. Answer the following;
Why have you chose this career
What qualities do you have to offer
What are your ambitions
What is your previous experience
This Unit will cover many topics from across the Public Services.
Who would we hire?
Please share your answers with the group...
Along with how you can work on and gain such skills.
Unit Assessment
Public service skills is assessed across three areas
Informative Poster (P1/P2/M1/D1)
Practical (P3/M2)
Written Report (P4)
How do you think you could improve for next time?
Skills in the Services
The ability to use a range of skills is critical to the uniformed public services.
New Recruits often work to develop their personal skills to try and pass the entry tests.
The training staff will often push the recruits to near breaking point to pass them out as "one unit".
Skills in the Services
Take notes relating to...
Next up some training footage from;
Police force
Fire & Rescue
Fire & Rescue Recruitment Training
Ambulance Service / Paramedic
Qualities found
Training Methods
Level of Instruction
Course Duration
Remember: Take notes of as these will help you answer any Assessment throughout the unit.
Police Force Recruitment Training
Remember: Take notes of as these will help you answer any Assessment throughout the unit.
Remember: Take notes of as these will help you answer any Assessment throughout the unit.
Ambulance Service -
Paramedic Recruitment Training
Checkout the rest of "The Recruits" Series from these pages:


Today's Final Task
Answer the following...
Describe an experience where you took the Role of an Instructor.
List a Group / Teamwork task you would like to cover.
Theories of Teamwork
Write down as many teams as you can think of…

Include reasons why you would class them as teams…
“ ogether veryone chieves ore”
What is the point of having different teams in the Public Service?
Get's the job done
Improves working relationships
Improves team morale
Creates order
Utilise a variety of skills for different people
Power in numbers
Increase chance of success
This Week's Session

Theory in Teamwork

The Importance of Teamwork

Teams in the Public Services
“Teamwork divides the Task & adds to the Success.”
From the Dictionary;
Ability to work efficiently as a team.
Cooperative work done by a team.
Theories in Teamwork
Meredith Belbin
: a British researcher & management theorist, best known for his work on the management of teams.
His main theory was the idea that an effective team has members that cover
Nine Key Roles
in the team that define how it carries out its objectives.
Resource Investigator
A person who generates ideas.

They are often free thinking individuals who may come up with new and innovative solutions to problems.

The drawback of plants is that they may struggle to communicate these new ideas clearly enough for the rest of the team to understand.
An enthusiastic person who is able to network and make contacts very easily.

They have a very outward focus and will look to other organisations for a solution rather than create one of their own.

Resource investigators can lose enthusiasm towards the end of the project.
Resource Investigator
A mature and confident individual who often falls into the role of managing a team.

They are able to delegate to the right people by recognising each person’s abilities and they are able to clarify decisions and enable other team members to focus on the tasks in hand.

They could be viewed as being manipulative at times and may delegate too much work.
A great motivator of others.

They have the interpersonal skills to move a project forward and overcome obstacles.

Unfortunately they may be less sensitive to the needs of other team members.
An individual with the skill of being able to detach him/herself from the situation.

Also being biased and who can see and evaluate a variety of options without including their personal opinion.

However, they can be difficult to motivate and they don’t always have the skill of being able to motivate others.
Essential to a good team.
They help resolve conflict.

They are diplomatic and concerned about others but may lack decision making ability at times.
The team member who makes things happen.

They take ideas of the others and make them a reality.

They can be very self disciplined and will always deliver work to deadlines.

Some people might consider them to be inflexible as they can be unwilling to change or modify their plans.
The perfectionist of the team.
They want to make sure everything is just right.
They can often be considered picky by their team mates.
They may not delegate work because they don’t trust anyone to do it as well as they could.
The individual with expert and in-depth knowledge on a subject which they are happy to share with the team.
They are likely to lose interest in anything which is not part of their specialist subject.
Do you recognise yourself in any of Belbin’s team roles?

Remember that you might find yourself fulfilling more than one role in a team.

In fact, in smaller teams individuals may fulfill several of these roles at once.
Use the Worksheet to find out..
Different types of teams




These have a clear membership
and defined structure.
These have more elastic members,
which allow members to move in and out of the team when their skills are needed.
Very common in the public services.

During a road accident many different uniformed public service teams come together to help out at the incident. However, once it is completed they then disband.
Very similar to temporary teams.
The Types found in the Public Services
They come together for a short space of time to solve a problem and then once complete they disband (break up)

This can be hard in the sense that team members do not know each others strengths and weaknesses. However, they can be just as effective when put into any situation.
After a 10-year siege, the Greeks constructed a huge wooden horse, and hid a select force of men inside.

That night the Greek force crept out of the horse and opened the gates for the rest of the Greek army, winning the Trojan War.
Decode The Following...
My banjo was hoofing I would have been threaders if I didn’t get one.

My stripy was sweating neaters because his sprog was ill.

My mates off to singers I’ve got a sad on with that.

It’s redders today I hope it’s cooler in pompey.
Then let's hear your own sentence...
What We've Covered So Far...
Basic personal skills required
Recruitment in the Public Services
Theories behind Teamwork
Types of Teams
Personal Roles Found in Teams
Today's Topic...
Unit Guidelines
I.D. Badges

No Food or Fizzy Drinks

No Mobile Phones



Dress Appropriately (Classroom / Outside)

Take Notes (These are all the Answers you'll need)
Non Verbal
Other Definitions
Effective Communication
Effective Communication
Communication Barriers
Plan of Action
“Communication is a two-way process involving the transmission of meaning from one person to another"

Glover and Radcliffe (2000)
“Communication is the process of sharing information using a set of common rules”

Northouse and Northouse (1998)
There are many different models of communication that people use, one of the easiest to understand is from
Shannon & Weaker (1949)
The main focus of these models is to demonstrate the sending and receiving of messages
As a teacher I Communicate on a ratio of 90% Talking - 10% Listening
As a student you Communicate on a ratio
10% Talking - 90% Listening
What does this mean?
unclear transmission
mixed up
missed vital
different accents/language
loud distractions
indirect view
Phonetic Alphabet
Is a type of communication developed in the..?
To transmit or relay information clearly via radio or telephone
Why was it created..?
As you have all come across this before,

Write down as many of the 26 code words as you can...
Types of Communication
Within The Services
Based on our Listening/Talking ratios you will now attempt a challenge....
Verbal Communication
Verbal communication refers to the linguistic aspects of communication (the spoken words).
When dealing with the public it is always important to ask what they mean by the words that they use, without doing so can lead to all sorts of problems later on.
Non-Verbal Communication
It has been said that what we don’t say makes up for 50% of what we really are thinking.
Our gestures, eye contact, silence, body posture all give away our true feelings and thought about a subject.
Visual Communication
When using visual communication skills, such as hand signals it is always important to realise what these gestures or body languages mean and make sure you are using them correctly
For example “thumbs up” in Britain means “good luck” or “well done”, in Other countries its a sign of disrespect.
Written Communication
This is used throughout the public services and often takes the from of incident reports or witness statements.
Written files such as a police officers notebook are also regarded as written communication and qualify as a legally binding document
Task Brief
Listen up

Very Important instructions
1st Half - Communication
2nd Half - Field Comms
They come together for a specific task and then disband soon after.
Usually made up of specialists that have the right skills for the job.
A project manager usually oversees the operation and ensures that everybody remains on task.
A project in the Fire Service might be to encourage children in a Primary school not to make hoax calls and the dangers this may cause.
For example many fire fighters and police officers may have worked with the same members throughout the career.
They are considered strong teams because they know each others strengths and weaknesses and they can apply this when they are under pressure within a variety of situations.
One bad point is that they can get too set in their ways and it can often prove difficult to change their methods. Army, Police and Fire service is where you will find many permanent teams.
Less defined goals and structure, however, this allows for innovative and new ideas to be considered. Example;
In the fire service different team members could be used when dealing with different types of situations. Therefore utilising their skills when needed.  
They have clear goals and objectives and there are monitoring systems in place to ensure that goals get completed on time.
They are backed by senior management and have been created to solve a particular problem.
A number of multi-agency neighbourhood watch schemes work together to reduce crime at a local/national level. 
Unit Guidelines
I.D. Badges

No Food or Fizzy Drinks

No Mobile Phones



Dress Appropriately (Classroom / Outside)

Take Notes (These are all the Answers you'll need)
Full transcript