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Series: Careers and Work Readiness
Adam Wilkinson: School Leaver
Adam Wilkinson discusses making the leap directly from school into PwC and gives an insight to his role there.
Advising the Customer
It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right.
In this...Show More
It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right.
In this episode, customer service teams will become well equipped to give the customer what they want.
Chapter 1: Knowing Your Stuff.
Knowing your stuff gets the customer onside. You should have a detailed knowledge of what you’ve got – your product range and its features. You should also know your policies, as well as having a wider knowledge of the business and the market landscape.
Chapter 2: Finding out What They Want.
Customers don’t always know what they want. Whatever service you provide, encourage your customers to open up. Listen to their needs, desires and concerns.
Chapter 3: Getting into Their Head.
The customer may need something more than what they’re asking for. Try to get to the truth of the matter by asking questions.
Chapter 4: Showing Them the Benefits.
Features like ‘it’s got auto-tension’ are factual statements but they won’t entice customers to buy. A benefit (like ‘it’s incredibly comfortable’) answers the question ‘What's in it for me?’ People buy benefits – so explain them to them. Show Less
After Sales
It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right.
Help your...Show More
It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right.
Help your customer service team to give your customers a reason to stay loyal post-purchase.
Chapter 1: Company and Product Loyalty.
To the customer, you are the organisation, so don’t rubbish the company. You are key to building the customer’s faith in the organisation so be proud of where you work and what you do.
Chapter 2: Team and Customer Loyalty.
You are part of a team, so be loyal to your colleagues - support them and what they do. Be loyal to your customers too, you are not there to judge them and it will help you get the best for them. Show Less
Allan Halsall: UTV Business Development Manager
Allan Halsall of UTV discusses business development managing in the television advertisement industry, including how to get your own foot in the door of marketing and advertising.
Amy Lowry: Technical Analyst
Amy Lowry of Alchemy Technical Services discusses her role as a technical analyst.
Andrea Caporale: Senior Designer at Foolproof
Interview with experience designer Andrea Caporale.
Anita May Goulding: Adobe Strategic Developer
Interview with Anita May Goulding from Adobe about strategic development.
Aoife Sheridan: Team Leader in Financial Crime
PwC's Aoife Sheridan gives an insight to her role as team leader in financial crime.
Application Security Engineer
Interview with Jamie McGurk a digital security engineer at Allstate describes what an application security engineer is & what qualities employers will look for.
Are You Job Ready?
The programme takes you through the requisite skills and knowledge a senior secondary school student or tertiary student needs to be aware of to be able to perform successfully and comfortably in the workforce.
The material in the programme...Show More
The programme takes you through the requisite skills and knowledge a senior secondary school student or tertiary student needs to be aware of to be able to perform successfully and comfortably in the workforce.
The material in the programme can be used to help prepare for casual, part-time or full-time position. The programme can also be useful as a source for Work Experience education.
The programme aims to help a student be organised for and meet the exciting challenges of the world of work. Show Less
Becoming a Physicist
Nine leading physicists describe fascinating aspects of their personal trajectories of how they became the professional scientists that they are today at prestigious institutions around the world. Featured are: Joanna Haigh (Imperial College),...Show More
Nine leading physicists describe fascinating aspects of their personal trajectories of how they became the professional scientists that they are today at prestigious institutions around the world. Featured are: Joanna Haigh (Imperial College), Paul Steinhardt (Princeton University), Claudia de Rham (Imperial College), Rocky Kolb (University of Chicago), Jenny Nelson (Imperial College), Scott Tremaine (IAS), Nima Arkani-Hamed (IAS), Justin Khoury (University of Pennsylvania), Artur Ekert (University of Oxford and National University of Singapore). Show Less
Becoming a Psychologist
Five prominent psychologists provide inspirational, behind-the-scenes insights into the driving factors that led them to study psychology and become professional psychologists. Featured are: Barbara Fredrickson (UNC Chapel Hill), Philip Zimbardo...Show More
Five prominent psychologists provide inspirational, behind-the-scenes insights into the driving factors that led them to study psychology and become professional psychologists. Featured are: Barbara Fredrickson (UNC Chapel Hill), Philip Zimbardo (Stanford University), Diana Deutsch (UC San Diego), Roy Baumeister (University of Queensland) and Chris Frith (UCL). Show Less
Becoming You
When there are so many options out there, choosing a career may seem overwhelming. But it doesn’t have to be. This video explains why it’s best to explore the world of work as widely as possible. The more you explore, the easier it will be to...Show More
When there are so many options out there, choosing a career may seem overwhelming. But it doesn’t have to be. This video explains why it’s best to explore the world of work as widely as possible. The more you explore, the easier it will be to find a career that you will enjoy and thrive in. Produced in collaboration with BECOME Education, this is an enticing introduction for students to expand their awareness of the world of work. Show Less
Being a Historian
Five prominent historians share captivating, behind-the-scenes insigths into both the excitement and frustration of life as a professional historian on the front lines of research. Featured are: Richard Janko, Professor of Classical Studies at...Show More
Five prominent historians share captivating, behind-the-scenes insigths into both the excitement and frustration of life as a professional historian on the front lines of research. Featured are: Richard Janko, Professor of Classical Studies at University of Michigan, Quentin Skinner, Professor of Intellectual History at QMUL, Darrin McMahon, Professor of Intellectual History at Dartmouth College, Miri Rubin, Professor of Medieval History at QMUL, and Teofilo Ruiz, Professor of Medieval History at UCLA. Show Less
Benefits of Work Experience
The benefits of doing a work experience placement are far wider reaching than getting two weeks off from school or college. Pupils undertaking a work experience placement stand to broaden their understanding of the world of work and build their...Show More
The benefits of doing a work experience placement are far wider reaching than getting two weeks off from school or college. Pupils undertaking a work experience placement stand to broaden their understanding of the world of work and build their confidence. Follow the experiences of pupils currently on work placement, and hear tips from employers and an industry expert on how to get the most out of work experience. Ideal for pupils at institutions implementing the Gatsby benchmarks. Show Less
BIS Security
Interview with Paul Quinn a BIS Security Developer at Allstate describes what a Security Developer is & what qualities employers will look for.
Body Language and Assertiveness
A large part of any job depends upon good communications skills. Some of this may be written communication such as emails and reports, but the majority of it will be face-to-face. A good understanding of body language can help your staff deal...Show More
A large part of any job depends upon good communications skills. Some of this may be written communication such as emails and reports, but the majority of it will be face-to-face. A good understanding of body language can help your staff deal more effectively with colleagues, customers and suppliers. This episode will help improve face-to-face communication skills through effective body language and assertiveness.
Chapter 1: Body Language.
This chapter will teach you the do's and don'ts of body language. Examples include don't adopt 'status' positions, build barriers, fold arms defensively, or use closed hand gestures. However do use friendly eye-contact, open hand gestures, and echo posture.
Chapter 2: Assertive versus Aggressive.
This chapter outlines submissive, aggressive and assertive body language behaviours.
Chapter 3: Assertiveness Tips.
Tips to be assertive include being honest, sticking to the bottom line, and negotiating as equals. Show Less
Business Founder
Meet Tanuvi, a business founder. Tanuvi wanted to solve the paper waste problem in the visitor attraction industry.
Careers of the Future
Explores what new career paths will open up in the future.
Child Development Careers
Catch a glimpse into a variety of careers that work directly with the growth and development of children. The Child Development Careers program allows viewers to discover the benefits and challenges of working with children through personal...Show More
Catch a glimpse into a variety of careers that work directly with the growth and development of children. The Child Development Careers program allows viewers to discover the benefits and challenges of working with children through personal interviews of people working in various child development careers, including a storyteller and children's librarian, paediatrician, YWCA director, Montessori school administrator, paediatric occupational therapist, and speech pathologist. Show Less
Ciara Burke: Solicitor at Herbert Smith Freehills
Ciara Burke discusses being a corporate solicitor.
Communicating Effectively
It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right.
Help your...Show More
It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right.
Help your customer service team improve their communication skills.
Chapter 1: Using Your Voice Effectively.
Think about your pitch, pace and tone and use your natural voice when engaging customers. Be warm, and medium paced, without being smarmy or twittery. Try engaging customers by following their voice patterns a little, but don’t mimic them.
Chapter 2: Questioning Techniques - Part 1.
To get to know your customers and their needs, use closed questions to get facts, open questions to learn more, and recall questions to build a history.
Chapter 3: Questioning Techniques - Part 2.
To help guide and control your customer’s interest, use rhetorical questions to confirm understanding, assumptive questions to create decisions, and leading questions to direct them towards a sale or solution. Show Less
Communicating in Writing
Communicating in writing via reports or in emails, for example, is an important skill to master. A good report takes minutes to read, holds its value for months and can be made available globally to countless people within any organisation. It...Show More
Communicating in writing via reports or in emails, for example, is an important skill to master. A good report takes minutes to read, holds its value for months and can be made available globally to countless people within any organisation. It can also demonstrate the writer's knowledge of the subject and quality of thinking.
To use email effectively you need both to manage your inbox efficiently and to apply the principles of good communication.
Chapter 1: Structuring a Report.
When structuring a report you should list objectives, organise the points and structure the document.
Chapter 2: Formatting a Report.
When creating a report avoid jargon and use plain English, make it readable, and package the report attractively.
Chapter 3: Email Etiquette.
Simple email etiquette includes turning off alerts, making time for emails, organising messages, answering promptly and checking before sending, and using relevant subject lines. It is also important to prune mails regularly and know how to use out-of-office. Show Less
Communicating on the Phone
The telephone is at the heart of business communication. But because people use the phone so much at home, they assume they have the skills to use it at work. This is not the case, and good business telephone skills have to be learned.
Chapter...Show More
The telephone is at the heart of business communication. But because people use the phone so much at home, they assume they have the skills to use it at work. This is not the case, and good business telephone skills have to be learned.
Chapter 1: Phone Greetings.
Good phone skills include answering the call in three rings, putting a smile in your voice, introducing yourself, and ensuring it is convenient.
Chapter 2: Phone Skills.
Learning phone skills such as using the caller's name, asking open questions, using active listening, and recording and repeating information is essential.
Chapter 3: Closing a Phone Call.
When ending a phone call ensure you agree on actions and follow them up, volunteer any useful information, and identify what happens next. Show Less
Communication
Communication in the workplace is more than speaking and listening, as Emma, Lucy and Martin quickly learn. Whether you are serving a customer, receiving instructions, or being assertive in the interests of safety, understanding messages and...Show More
Communication in the workplace is more than speaking and listening, as Emma, Lucy and Martin quickly learn. Whether you are serving a customer, receiving instructions, or being assertive in the interests of safety, understanding messages and being understood and understanding others is pivotal in the workplace. As viewers interact with demonstrations of both ineffective and positive communication in retail, service and construction settings, this interactive video aims to develop young adult learners’ soft skills to improve communication in the workplace. Show Less