ProQual Level 2 Diploma in Team Leading Course in Islamabad || Registration Open
Registration Open= +92-3315999937, +92- 3215056755 (WhatsApp Only)
Introduction
The Level 2 Diploma in Team Leading qualification aims to give an introduction to the roles
and functions of a team leader and explores issues such as accountability, authority
limitations, motivating teams and planning and monitoring their work.
The awarding body for this qualification is ProQual Awarding Body and the regulatory body
is the Office of Qualifications and Examinations Regulation (Ofqual). The specification for
this qualification has been approved by the Welsh Government for use by centres in Wales
and by the Council for the Curriculum Examinations and Assessment (CCEA) for use by
centres in Northern Ireland.
The qualification has been accredited onto the Regulated Qualification Framework (RQF)
and provides a progression route to higher level or discipline related qualifications.
Qualification Profile
Level 2 Diploma in Team Leading
Qualification title ProQual Level 2 Diploma in Team Leading
Ofqual qualification number 601/3581/5
Level 2
Total qualification timed 400 hours
Guided learning hours 201
Assessment
Pass or fail
Internally assessed and verified by centre staff
External quality assurance by ProQual verifiers
Qualification start date 1/9/2014
Qualification end date
Entry Requirements
There are no formal entry requirements for this qualification.
Centres should carry out an initial assessment of candidate skills and knowledge to identify
any gaps and help plan the assessment.
ProQual, November 2017
Level 2 Diploma in Team Leading
4
Barred Units
Source Unit Target Unit
Principles of equality and diversity in the
workplace (J/506/1806)
Promote equality, diversity and inclusion in the
workplace (T/506/1820)
Contribute to meetings in a business
environment (Y/506/2958) Chair and lead meetings (Y/506/1924)
ProQual, November 2017
Level 2 Diploma in Team Leading
5
Qualification Structure
Candidates must achieve a minimum of 40 credits:
- 22 credits from the Mandatory units in Group A, plus
- a minimum of 12 credits from Optional Group B
- a maximum of 6 credits may be from Optional Group C
Group A Mandatory Units – complete all units
Unit Reference
Number Unit Title Unit
Level
Credit
Value
L/506/1788 Manage personal performance and development 2 4
T/506/1798 Communicate work-related information 2 4
H/506/1800 Lead and manage a team 2 5
R/506/2294 Principles of team leading 2 5
R/506/2957 Understand business 2 4
Group B Optional Units – a minimum of 12 credits
Unit Reference
Number Unit Title Unit
Level
Credit
Value
R/506/1789 Develop working relationships with colleagues 2 3
J/506/1806 Principles of equality and diversity in the workplace 2 2
T/506/1820 Promote equality, diversity and inclusion in the workplace 3 3
A/506/1821 Manage team performance 3 4
J/506/1921 Manage individuals’ performance 3 4
Y/506/1924 Chair and lead meetings 3 3
K/506/1927 Manage conflict within a team 3 5
M/506/1928 Procure products and/or services 3 5
M/506/1931 Collaborate with other departments 3 3
F/506/1934 Participate in a project 3 3
J/506/2292 Encourage innovation 3 4
Y/506/2958 Contribute to meetings in a business environment 2 3
Group C Optional Units – a maximum of 6 credits
Unit Reference
Number Unit Title Unit
Level
Credit
Value
T/505/4673 Health and Safety Procedures in the Workplace 2 2
R/506/1811 Store and retrieve information 2 4
D/506/1813 Handle mail 2 3
L/506/1905 Employee rights and responsibilities 2 2
A/506/2130 Deliver customer service 2 5
F/506/2131 Understand customers 2 2
A/506/2158 Resolve customer service problems 2 5
H/506/1912 Negotiate in a business environment 3 4
K/506/1913 Develop a presentation 3 3
M/506/1914 Deliver a presentation 3 3
R/506/2151 Resolve customers’ complaints 3 4
ProQual, November 2017
Level 2 Diploma in Team Leading
6
Centre Requirements
Centres must be approved to offer this qualification. If your centre is not approved please
complete and submit form ProQual Additional Qualification Approval Application.
Staff
Staff delivering this qualification must be appropriately qualified and/or occupationally
competent.
Assessors/Internal Quality Assurance
For each competence-based unit centres must be able to provide at least one assessor and
one internal quality assurance verifier who are suitably qualified for the specific
occupational area. Assessors and internal quality assurance verifiers for competence-based
units or qualifications will normally need to hold appropriate assessor or verifier
qualifications, such as:
- Award in Assessing Competence in the Work Environment
- Award in Assessing Vocationally Related Achievement
- Certificate in Assessing Vocational Achievement
- Award in the Internal Quality Assurance of Assessment Processes and Practices
- Certificate in Leading the Internal Quality Assurance of Assessment Processes and
Practices
Support for Candidates
Materials produced by centres to support candidates should:
- enable them to track their achievements as they progress through the learning
outcomes and assessment criteria;
- provide information on where ProQual’s policies and procedures can be viewed;
- provide a means of enabling Internal and External Quality Assurance staff to
authenticate evidence
Assessment
This suite of qualifications are competence-based, candidates must demonstrate the level of
competence described in the units. Assessment is the process of measuring a candidate’s
skill, knowledge and understanding against the standards set in the qualification.
The qualifications must be assessed by an appropriately experienced and qualified assessor.
ProQual, November 2017
Level 2 Diploma in Team Leading
7
Each candidate is required to produce a portfolio of evidence which demonstrates their
achievement of all of the learning outcomes and assessment criteria for each unit.
Evidence can include: – observation report by assessor
– assignments/projects/reports
– professional discussion
– witness testimony
– candidate product
– worksheets
– record of oral and written questioning
– Recognition of Prior Learning
Learning outcomes set out what a candidate is expected to know, understand or be able to
do.
Assessment criteria specify the standard a candidate must meet to show the learning
outcome has been achieved.
Learning outcomes and assessment criteria can be found from page 9 in this document.
Internal Quality Assurance
An internal quality assurance verifier confirms that assessment decisions made in centres
are made by competent and qualified assessors, that they are the result of sound and fair
assessment practice and that they are recorded accurately and appropriately.
Adjustments to Assessment
Adjustments to standard assessment arrangements are made on the individual needs of
candidates. ProQual’s Reasonable Adjustments Policy and Special Consideration Policy sets
out the steps to follow when implementing reasonable adjustments and special
considerations and the service that ProQual provides for some of these arrangements.
Centres should contact ProQual for further information or queries about the contents of the
policy.
ProQual, November 2017
Level 2 Diploma in Team Leading
8
Results Enquiries and Appeals
All enquiries relating to assessment or other decisions should be dealt with by centres, with
reference to ProQual’s Enquiries and Appeals Procedures.
Certification
Candidates who achieve the required credits for qualifications will be awarded:
- A certificate listing all units achieved with their related credit value, and
- A certificate giving the full qualification title –
ProQual Level 2 Diploma in Team Leading
Claiming certificates
Centres may claim certificates for candidates who have been registered with ProQual and
who have successfully achieved the required number of credits for a qualification. All
certificates will be issued to the centre for successful candidates.
Unit certificates
If a candidate does not achieve all of the units/credits required for a qualification, the centre
may claim a unit certificate for the candidate which will list all of the units/credits achieved.
Replacement certificates
If a replacement certificate is required a request must be made to ProQual in writing.
Replacement certificates are labelled as such and are only provided when the claim has
been authenticated. Refer to the Fee Schedule for details of charges for replacement
certificates.
ProQual, November 2017
Level 2 Diploma in Team Leading
9
Learning Outcomes and Assessment Criteria
Unit L/506/1788
Manage personal performance and development
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Be able to manage
personal performance
1.1 Agree specific, measurable, achievable, realistic and time-bound
(SMART) objectives that align with business needs with line
manager
1.2 Agree criteria for measuring progress and achievement with line
manager
1.3 Complete tasks to agreed timescales and quality standards
1.4 Report problems beyond their own level of competence and
authority to the appropriate person
1.5 Take action needed to resolve any problems with personal
performance
2 Be able to manage their
own time and workload
2.1 Plan and manage workloads and priorities using time
management tools and techniques
2.2 Take action to minimise distractions that are likely to limit the
effective management of time and the achievement of objectives
2.3 Explain the benefits of achieving an acceptable “work-life
balance”
3 Be able to identify their
own development needs
3.1 Identify organisational policies relating to personal development
3.2 Explain the need to maintain a positive attitude to feedback on
performance
3.3 Explain the potential business benefits of personal development
3.4 Identify their own preferred learning style(s)
3.5 Identify their own development needs from analyses of the role,
personal and team objectives
3.6 Use feedback from others to identify their own development
needs
3.7 Agree specific, measurable, achievable, realistic and time-bound
(SMART) development objectives that align with organisational
and personal needs
4 Be able to fulfil a personal
development plan
4.1 Agree a personal development plan that specifies actions,
methods, resources, timescales and review mechanisms
4.2 Make use of formal development opportunities that are
consistent with business needs
4.3 Use informal learning opportunities that contribute to the
achievement of personal development objectives
4.4 Review progress against agreed objectives and amend plans
accordingly
4.5 Share lessons learned with others using agreed communication
methods
ProQual, November 2017
Level 2 Diploma in Team Leading
10
Unit T/506/1798
Communicate work-related information
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles and
techniques of work-related
communication
1.1 Describe communication techniques used to gain and
maintain the attention and interest of an audience
1.2 Explain the principles of effective written business
communications
1.3 Explain the principles of effective verbal communications
in a business environment
1.4 Describe the importance of checking the accuracy and
currency of information to be communicated
1.5 Describe the importance of explaining to others the level
of confidence that can be placed on the information
being communicated
1.6 Describe the advantages and disadvantages of different
methods of communication for different purposes
2 Be able to communicate workrelated information verbally
2.1 Identify the information to be communicated
2.2 Confirm that the audience is authorised to receive the
information
2.3 Provide accurate information, using appropriate verbal
communication techniques
2.4 Communicate in a way that the listener can understand,
using language that is appropriate to the topic
2.5 Confirm that the listener has understood what has been
communicated
3 Be able to communicate workrelated information in writing
3.1 Identify the information to be communicated
3.2 Provide accurate information using the appropriate
written communication methods and house styles
3.3 Adhere to any organisational confidentiality
requirements when communicating in writing
3.4 Use correct grammar, spelling, sentence structure and
punctuation, using accepted business communication
principles and formats
3.5 Justify opinions and conclusions with evidence
ProQual, November 2017
Level 2 Diploma in Team Leading
11
Unit H/506/1800
Lead and manage a team
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Be able to engage and support
team members
1.1 Explain organisational policies, procedures, values and
expectations to team members
1.2 Communicate work objectives, priorities and plans in line
with operational requirements
1.3 Explain the benefits of encouraging suggestions for
improvements to work practices
1.4 Provide practical support to team members facing difficulties
1.5 Explain the use of leadership techniques in different
circumstances
1.6 Give recognition for achievements, in line with organisational
policies
1.7 Explain different ways of motivating people to achieve
business performance targets
2 Be able to manage team
performance
2.1 Allocate responsibilities making best use of the expertise
within the team
2.2 Agree with team member(s) specific, measurable objectives
(SMART) in line with business needs
2.3 Provide individuals with resources to achieve the agreed
objectives
2.4 Monitor individuals’ progress, providing support and
feedback to help them achieve their objectives
2.5 Explain techniques to monitor individuals’ performance
2.6 Report on team performance in line with organisational
requirements
3 Be able to deal with problems
within a team
3.1 Assess actual and potential problems and their consequences
3.2 Report problems beyond the limits of their own competence
and authority to the right person
3.3 Take action within the limits of their own authority to resolve
or reduce conflict
3.4 Adapt practices and processes as circumstances change
ProQual, November 2017
Level 2 Diploma in Team Leading
12
Unit R/506/2294
Principles of team leading
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand leadership styles in
organisations
1.1 Describe characteristics of effective leaders
1.2 Describe different leadership styles
1.3 Describe ways in which leaders can motivate their
teams
1.4 Explain the benefits of effective leadership for
organisations
2 Understand team dynamics 2.1 Explain the purpose of different types of teams
2.2 Describe the stages of team development and
behaviour
2.3 Explain the concept of team role theory
2.4 Explain how the principle of team role theory is used
in team building and leadership
2.5 Explain typical sources of conflict within a team and
how they could be managed
3 Understand techniques used to manage
the work of teams
3.1 Explain the factors to be taken into account when
setting targets
3.2 Describe a range of techniques to monitor the flow
of work of a team
3.3 Describe techniques to identify and solve problems
within a team
4 Understand the impact of change
management within a team
4.1 Describe typical reasons for organisational change
4.2 Explain the importance of accepting change
positively
4.3 Explain the potential impact on a team of negative
responses to change
4.4 Explain how to implement change within a team
5 Understand team motivation 5.1 Explain the meaning of the term “motivation”
5.2 Explain factors that affect the level of motivation of
team members
5.3 Describe techniques that can be used to motivate
team members
5.4 Explain how having motivated staff affects an
organisation
ProQual, November 2017
Level 2 Diploma in Team Leading
13
Unit R/506/2957
Understand business
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand organisational structures 1.1 Explain the differences between the private
sector, the public sector and the voluntary
sector
1.2 Explain the features and responsibilities of
different business structures
1.3 Explain the relationship between an
organisation’s vision, mission, strategy and
objectives
2 Understand the business environment 2.1 Describe the internal and external influences
on a business
2.2 Explain the structure and use of a strength,
weakness, opportunity and threat (SWOT)
analysis
2.3 Explain why change can be beneficial to
business organisations
2.4 Explain organisations’ health and safety
responsibilities
2.5 Describe sustainable ways of working
2.6 Explain how legislation affects the
management and confidentiality of
information
3 Understand the principles of business planning
and finance within an organisation
3.1 Explain the purpose, content and format of a
business plan
3.2 Explain the business planning cycle
3.3 Explain the purpose of a budget
3.4 Explain the concept and importance of
business risk management
3.5 Explain types of constraint that may affect a
business plan
3.6 Define a range of financial terminology
3.7 Explain the purposes of a range of financial
reports
4 Understand business reporting within an
organisation
4.1 Explain methods of measuring business
performance
4.2 Explain the uses of management information
and reports
4.3 Explain how personal and team performance
data is used to inform management reports
4.4 Describe a manager’s responsibility for
reporting to internal stakeholders
ProQual, November 2017
Level 2 Diploma in Team Leading
14
Learning Outcome – The learner will: Assessment Criterion – The learner can:
5 Understand the principles of management
responsibilities and accountabilities within an
organisation
5.1 Explain the principle of accountability in an
organisation
5.2 Explain the difference between ‘authority’
and ‘responsibility’
5.3 Explain the meaning of delegated levels of
authority and responsibility
ProQual, November 2017
Level 2 Diploma in Team Leading
15
Unit R/506/1789
Develop working relationships with colleagues
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles of
effective team working
1.1 Outline the benefits of effective team working
1.2 Describe how to give feedback constructively
1.3 Explain conflict management techniques that may be
used to resolve team conflicts
1.4 Explain the importance of giving team members the
opportunity to discuss work progress and any issues
arising
1.5 Explain the importance of warning colleagues of
problems and changes that may affect them
2 Be able to maintain effective
working relationships with
colleagues
2.1 Recognise the contribution of colleagues to the
achievement of team objectives
2.2 Treat colleagues with respect, fairness and courtesy
2.3 Fulfil agreements made with colleagues
2.4 Provide support and constructive feedback to colleagues
3 Be able to collaborate with
colleagues to resolve problems
3.1 Take others’ viewpoints into account when making
decisions
3.2 Take ownership of problems within own level of
authority
3.3 Take action to minimise disruption to business activities
within their own level of authority
3.4 Resolve problems within their own level of authority and
agreed contribution
ProQual, November 2017
Level 2 Diploma in Team Leading
16
Unit J/506/1806
Principles of equality and diversity in the workplace
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the implications of equality
legislation
1.1 Define the concept ‘equality and diversity’
1.2 Describe the legal requirements for equality of
opportunity
1.3 Describe the role and powers of organisations
responsible for equality
1.4 Explain the benefits of equal opportunities and
diversity
1.5 Explain the potential consequences for an
organisation of failing to comply with equality
legislation
2 Understand organisational standards and
expectations for equality and diversity and
context in the workplace
2.1 Explain how organisational policies on equality
and diversity translate into day to day activity
in the workplace
2.2 Describe their own responsibilities for equality
and diversity in the workplace
2.3 Describe behaviours that support equality,
diversity and inclusion in the workplace
ProQual, November 2017
Level 2 Diploma in Team Leading
17
Unit T/506/1820
Promote equality, diversity and inclusion in the workplace
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the organisational
aspects of equality, diversity and
inclusion in the workplace
1.1 Explain the difference between equality, diversity and
inclusion
1.2 Explain the impact of equality, diversity and inclusion
across aspects of organisational policy
1.3 Explain the potential consequences of breaches of
equality legislation
1.4 Describe nominated responsibilities within an
organisation for equality, diversity and inclusion
2 Understand the personal aspects of
equality, diversity and inclusion in
the workplace
2.1 Explain the different forms of discrimination and
harassment
2.2 Describe the characteristics of behaviour that supports
equality, diversity and inclusion in the workplace
2.3 Explain the importance of displaying behaviour that
supports equality, diversity and inclusion in the
workplace
3 Be able to support equality, diversity
and inclusion in the workplace
3.1 Ensure colleagues are aware of their responsibilities for
equality, diversity and inclusion in the workplace
3.2 Identify potential issues relating to equality, diversity
and inclusion in the workplace
3.3 Adhere to organisational policies and procedures, and
legal and ethical requirements when supporting
equality, diversity and inclusion in the workplace
ProQual, November 2017
Level 2 Diploma in Team Leading
18
Unit A/506/1821
Manage team performance
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the management of
team performance
1.1 Explain the use of benchmarks in managing performance
1.2 Explain a range of quality management techniques to
manage team performance
1.3 Describe constraints on the ability to amend priorities and
plans
2 Be able to allocate and assure the
quality of work
2.1 Identify the strengths, competences and expertise of team
members
2.2 Allocate work on the basis of the strengths, competences
and expertise of team members
2.3 Identify areas for improvement in team members’
performance outputs and standards
2.4 Amend priorities and plans to take account of changing
circumstances
2.5 Recommend changes to systems and processes to improve
the quality of work
3 Be able to manage
communications within a team
3.1 Explain to team members the lines of communication and
authority levels
3.2 Communicate individual and team objectives,
responsibilities and priorities
3.3 Use communication methods that are appropriate to the
topics, audience and timescales
3.4 Provide support to team members when they need it
3.5 Agree with team members a process for providing
feedback on work progress and any issues arising
3.6 Review the effectiveness of team communications and
make improvements
ProQual, November 2017
Level 2 Diploma in Team Leading
19
Unit J/506/1921
Manage individuals’ performance
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the management of
underperformance in the
workplace
1.1 Explain typical organisational policies and procedures on
discipline, grievance and dealing with underperformance
1.2 Explain how to identify causes of underperformance
1.3 Explain the purpose of making individuals aware of their
underperformance clearly but sensitively
1.4 Explain how to address issues that hamper individuals’
performance
1.5 Explain how to agree a course of action to address
underperformance
2 Be able to manage individuals’
performance in the workplace
2.1 Agree with team members specific, measurable,
achievable, realistic and time-bound (SMART) objectives
that align to organisational objectives
2.2 Delegate responsibility to individuals on the basis of their
expertise, competence, skills, knowledge, and
development needs
2.3 Apply motivation techniques to maintain morale
2.4 Provide information, resources and on-going mentoring to
help individuals meet their targets, objectives and quality
standards
2.5 Monitor individuals’ progress towards objectives in
accordance with agreed plans
2.6 Recognise individuals’ achievement of targets and quality
standards
2.7 Adhere to organisational policies and procedures, and
legal and ethical requirements when managing individuals’
performance in the workplace
ProQual, November 2017
Level 2 Diploma in Team Leading
20
Unit Y/506/1924
Chair and lead meetings
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Be able to prepare to
lead meetings
1.1 Identify the type, purpose, objectives, and background to a meeting
1.2 Identify those individuals expected, and those required to attend a
meeting
1.3 Prepare for any formal procedures that apply to a meeting
1.4 Describe ways of minimising likely problems in a meeting
1.5 Take action to ensure that meeting documentation is prepared
correctly and distributed to the agreed people within the agreed
timescale
2 Be able to chair and
lead meetings
2.1 Follow business conventions in the conduct of a meeting
2.2 Facilitate meetings so that everyone is involved and the optimum
possible consensus is achieved
2.3 Manage the agenda within the timescale of the meeting
2.4 Summarise the agreed actions, allocated responsibilities, timescales
and any future arrangements
3 Be able to deal with
post-meeting matters
3.1 Take action to ensure that accurate records of a meeting are
produced and distributed in the agreed format and timescale
3.2 Take action to ensure that post-meeting actions are completed
3.3 Evaluate the effectiveness of a meeting and identify points for future
improvement
ProQual, November 2017
Level 2 Diploma in Team Leading
21
Unit K/506/1927
Manage conflict within a team
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the principles of
conflict management
1.1 Evaluate the suitability of different methods of conflict
management in different situations
1.2 Describe the personal skills needed to deal with conflict
between other people
1.3 Analyse the potential consequences of unresolved conflict
within a team
1.4 Explain the role of external arbitration and conciliation in
conflict resolution
2 Be able to reduce the potential
for conflict within a team
2.1 Communicate to team members their roles, responsibilities,
objectives and expected standards of behaviour
2.2 Explain to team members the constraints under which other
colleagues work
2.3 Review systems, processes, situations and structures that are
likely to give rise to conflict in line with organisational
procedures
2.4 Take action to minimise the potential for conflict within the
limits of their own authority
2.5 Explain how team members’ personalities and cultural
backgrounds may give rise to conflict
3 Be able to deal with conflict
within a team
3.1 Assess the seriousness of conflict and its potential impact
3.2 Treat everyone involved with impartiality and sensitivity
3.3 Decide a course of action that offers optimum benefits
3.4 Explain the importance of engaging team members’ support
for the agreed actions
3.5 Communicate the actions to be taken to those who may be
affected by it
3.6 Adhere to organisational policies and procedures, legal and
ethical requirements when dealing with conflict within a team
ProQual, November 2017
Level 2 Diploma in Team Leading
22
Unit M/506/1928
Procure products and/or services
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Be able to identify
procurement requirements
1.1 Explain current and likely future procurement requirements
1.2 Decide whether the purchase of products and/or services
offers the organisation best value
1.3 Evaluate ethical and sustainability considerations relating to
procurement
1.4 Justify the decision to buy products and/or services with
evidence of an analysis of risk, costs and benefits
2 Be able to select suppliers 2.1 Explain the factors to be taken into account in selecting
suppliers
2.2 Explain organisational procurement policies, procedures and
standards
2.3 Explain the effect of supplier choice on the supply chain
2.4 Use appropriate media to publicise procurement
requirements
2.5 Confirm the capability and track record of suppliers and their
products and/or services
2.6 Select suppliers that meet the procurement specification
3 Be able to buy products
and/or services
3.1 Explain the action to be taken in the event of problems arising
3.2 Agree contract terms that are mutually acceptable within their
own scope of authority
3.3 Record agreements made, stating the specification, contract
terms and any post-contract requirements
3.4 Adhere to organisational policies and procedures, legal and
ethical requirements
ProQual, November 2017
Level 2 Diploma in Team Leading
23
Unit M/506/1931
Collaborate with other departments
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand how to collaborate with
other departments
1.1 Explain the need for collaborating with other
departments
1.2 Explain the nature of the interaction between their own
team and other departments
1.3 Explain the features of effective collaboration
1.4 Explain the potential implications of ineffective
collaboration with other departments
1.5 Explain the factors relating to knowledge management
that should be considered when collaborating with
other departments
2 Be able to identify opportunities for
collaboration with other
departments
2.1 Analyse the advantages and disadvantages of
collaborating with other departments
2.2 Identify with which departments collaborative
relationships should be built
2.3 Identify the scope for and limitations of possible
collaboration
3 Be able to collaborate with other
departments
3.1 Agree Service Level Agreements (SLAs), objectives and
priorities of collaborative arrangements
3.2 Work with other departments in a way that contributes
to the achievement of organisational objectives
ProQual, November 2017
Level 2 Diploma in Team Leading
24
Unit F/506/1934
Participate in a project
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand how to
manage a project
1.1 Explain the features of a project business case
1.2 Explain the stages of a project lifecycle
1.3 Explain the roles of people involved in a project
1.4 Explain the uses of project-related information
1.5 Explain the advantages and limitations of different project
monitoring techniques
1.6 Analyse the interrelationship of project scope, schedule, finance,
risk, quality and resources
2 Be able to support the
delivery of a project
2.1 Fulfil their role in accordance with a project plan
2.2 Collect project-related information in accordance with project
plans
2.3 Use appropriate tools to analyse project information
2.4 Report on information analysis in the agreed format and timescale
2.5 Draw issues, anomalies and potential problems to the attention of
project managers
2.6 Adhere to organisational policies and procedures, legal and ethical
requirements in supporting the delivery of a project
ProQual, November 2017
Level 2 Diploma in Team Leading
25
Unit J/506/2292
Encourage innovation
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Be able to identify opportunities for
innovation
1.1 Analyse the advantages and disadvantages of
techniques used to generate ideas
1.2 Explain how innovation benefits an organisation
1.3 Explain the constraints on their own ability to make
changes
1.4 Agree with stakeholders terms of reference and criteria
for evaluating potential innovation and improvement
1.5 Engage team members in finding opportunities to
innovate and suggest improvements
1.6 Monitor performance, products and/or services and
developments in areas that may benefit from
innovation
1.7 Analyse valid information to identify opportunities for
innovation and improvement
2 Be able to generate and test ideas
for innovation and improvement
2.1 Generate ideas for innovation or improvement that
meet the agreed criteria
2.2 Test selected ideas that meet viability criteria
2.3 Evaluate the fitness for purpose and value of the
selected ideas
2.4 Assess potential innovations and improvements against
the agreed evaluation criteria
3 Be able to implement innovative
ideas and improvements
3.1 Explain the risks of implementing innovative ideas and
improvements
3.2 Justify conclusions of efficiency and value with evidence
3.3 Prepare costings and schedules of work that will enable
efficient implementation
3.4 Design processes that support efficient implementation
ProQual, November 2017
Level 2 Diploma in Team Leading
26
Unit Y/506/2958
Contribute to meetings in a business environment
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Be able to prepare for
meetings
1.1 Explain the structure and purpose of different types of
meetings in a business environment
1.2 Explain the importance of having a meeting agenda which
addresses objectives
1.3 Obtain current versions of documents required for the
meeting
1.4 Gather information from relevant people in preparation for
meetings
1.5 Confirm the objectives to be achieved during the meeting
2 Be able to participate in
meetings
2.1 Present views and information, providing evidence to support
the case
2.2 Represent the views of those consulted
2.3 Take others’ viewpoints into account in decision-making
2.4 Identify issues that may have an impact on their area of
responsibility
2.5 Make constructive contributions in line with business
objectives
2.6 Summarise future actions and accountabilities
3 Be able to carry out postmeeting activities
3.1 Carry out agreed actions post-meeting within the agreed
timescale
3.2 Identify areas for improvements by reflecting on personal
contributions to meetings
ProQual, November 2017
Level 2 Diploma in Team Leading
27
Unit T/505/4673
Health and Safety Procedures in the Workplace
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Know health and safety procedures
in the workplace.
1.1 Define the main responsibilities for health and safety in
the workplace of the following:
- a) employers
- b) employees
1.2 Describe two health and safety laws affecting the
workplace.
1.3 Define the importance of following health and safety
procedures in the workplace.
1.4 Define the types of information or support available in
relation to a specified aspect of health and safety in the
workplace.
2 Be able to carry out tasks with
regard to health and safety in the
workplace.
2.1 Carry out a risk assessment of a specified workplace
activity.
2.2 Use equipment or tools safely in the workplace.
2.3 Describe how to prevent accidents in the workplace.
2.4 Assess how own health and safety practices could be
improved.
ProQual, November 2017
Level 2 Diploma in Team Leading
28
Unit R/506/1811
Store and retrieve information
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand information storage
and retrieval
1.1 Describe systems and procedures for storing and retrieving
information
1.2 Outline legal and organisational requirements for
information security and retention
1.3 Explain how to create filing systems to facilitate information
identification and retrieval
1.4 Explain how to use different search techniques to locate
and retrieve information
1.5 Describe what to do when problems arise when storing or
retrieving information
2 Be able to gather and store
information
2.1 Gather the information required within the agreed
timescale
2.2 Store files and folders in accordance with organisational
procedures
2.3 Store information in approved locations
2.4 Adhere to organisational policies and procedures, legal and
ethical requirements
3 Be able to retrieve information 3.1 Confirm information to be retrieved and its intended use
3.2 Retrieve the required information within the agreed
timescale
ProQual, November 2017
Level 2 Diploma in Team Leading
29
Unit D/506/1813
Handle mail
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand how to deal
with mail
1.1 Explain how to deal with “junk” mail
1.2 Describe what to do in the event of problems arising when dealing
with incoming or outgoing mail
1.3 Describe how to operate a franking machine
1.4 Explain how to prepare packages for distribution
1.5 State organisational policies and procedures on mail handling,
security and the use of courier services
1.6 Explain the process for reporting suspicious or damaged items in
accordance with organisational procedures
2 Be able to deal with
incoming mail
2.1 Sort incoming mail in line with organisational procedures
2.2 Distribute incoming mail and packages to the right people according
to the agreed schedule
2.3 Deal with incorrectly addressed and “junk” mail in accordance with
organisational procedures
3 Be able to deal with
outgoing mail
3.1 Organise the collection of outgoing mail and packages on time
3.2 Identify the best option for dispatching mail according to the
required degree of urgency, size and value of the item
3.3 Dispatch outgoing mail on time
ProQual, November 2017
Level 2 Diploma in Team Leading
30
Unit L/506/1905
Employee rights and responsibilities
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the role of organisations
and industries
1.1 Explain the role of their own occupation within an
organisation and industry
1.2 Describe career pathways within their organisation and
industry
1.3 Identify sources of information and advice on an
industry, occupation, training and career pathway
1.4 Describe an organisation’s principles of conduct and
codes of practice
1.5 Explain issues of public concern that affect an
organisation and industry
1.6 Describe the types, roles and responsibilities of
representative bodies and their relevance to their own
role
2 Understand employers’ expectations
and employees’ rights and obligations
2.1 Describe the employer and employee statutory rights
and responsibilities that affect their own role
2.2 Describe an employer’s expectations for employees’
standards of personal presentation, punctuality and
behaviour
2.3 Describe the procedures and documentation that
protect relationships with employees
2.4 Identify sources of information and advice on
employment rights and responsibilities
ProQual, November 2017
Level 2 Diploma in Team Leading
31
Unit A/506/2130
Deliver customer service
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand customer service
delivery
1.1 Explain the relationship between customers’ needs and
expectations and customer satisfaction
1.2 Describe the features and benefits of an organisation’s
products and/or services
1.3 Explain the importance of treating customers as
individuals
1.4 Explain the importance of balancing promises made to
customers with the needs of an organisation
1.5 Explain when and to whom to escalate problems
1.6 Describe methods of measuring their own effectiveness
in the delivery of customer service
2 Understand the relationship
between customer service and a
brand
2.1 Explain the importance of a brand to an organisation
2.2 Explain how a brand affects an organisation’s customer
service offer
2.3 Explain the importance of using customer service
language that supports a brand promise
2.4 Identify their own role in ensuring that a brand promise
is delivered
3 Be able to prepare to deal with
customers
3.1 Keep up to date with an organisation’s products and/or
services
3.2 Prepare resources that are necessary to deal with
customers before starting work
4 Be able to provide customer service 4.1 Maintain organisational standards of presentation and
behaviour when providing customer service
4.2 Adapt their own behaviour to meet customers’ needs or
expectations
4.3 Respond to customers’ requests in line with
organisational guidelines
4.4 Inform customers of the progress of their requests
4.5 Confirm that customers’ expectations have been met in
line with the service offer
4.6 Adhere to organisational policies and procedures, legal
and ethical requirements when providing customer
service
5 Be able to support improvements to
customer service delivery
5.1 Identify ways that customer service could be improved
for an organisation and individuals
5.2 Share information and ideas with colleagues and/or
service partners to support the improvement of service
delivery
ProQual, November 2017
Level 2 Diploma in Team Leading
32
Unit F/506/2131
Understand customers
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand different types of
customers
1.1 Explain the distinctions between internal and external
customers
1.2 Explain how cultural factors can affect customers’
expectations
1.3 Describe the characteristics of challenging customers
1.4 Explain how to identify dissatisfied customers
2 Understand the value of
customers and their loyalty
2.1 Explain how the achievement of the customer service offer
contributes to enhancing customer loyalty
2.2 Explain the relationship between customer satisfaction and
organisational performance
2.3 Explain how the reputation and image of an organisation
affects customers’ perceptions of its products and/or services
2.4 Explain the potential consequences of customers’
dissatisfaction
2.5 Describe different methods of attracting customers and
retaining their loyalty
ProQual, November 2017
Level 2 Diploma in Team Leading
33
Unit A/506/2158
Resolve customer service problems
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the resolution of
customer service problems
1.1 Describe an organisation’s customer service and complaints
procedures
1.2 Describe techniques to identify customer service problems
and their causes
1.3 Describe techniques to deal with situations where customers
become agitated or angry
1.4 Explain the limits of their own authority for resolving
customers’ problems and making promises
1.5 Explain the purpose of encouraging customers to provide
feedback
1.6 Describe methods used to encourage customers to provide
feedback
2 Be able to resolve customer
service problems
2.1 Identify the nature and cause of customer service problems
2.2 Identify workable options for resolving problems within
organisational guidelines
2.3 Use the most appropriate method of communication for
dealing with customers
2.4 Agree with customers the option that best meets their needs
and those of the organisation
2.5 Keep customers informed of progress
2.6 Fulfil promises made to customers during the resolution
process
2.7 Share customer feedback with others to improve the
resolution of customer service problems
2.8 Adhere to organisational policies and procedures, legal and
ethical requirements when resolving customer service
problems
3 Be able to manage unresolved
customer service problems
3.1 Explain to customers the reasons why problems cannot be
resolved
3.2 Refer customers to other sources of help if their problems
cannot be resolved
ProQual, November 2017
Level 2 Diploma in Team Leading
34
Unit H/506/1912
Negotiate in a business environment
Learning Outcome – The
learner will: Assessment Criterion – The learner can:
1 Understand the principles
underpinning negotiation
1.1 Describe the requirements of a negotiation strategy
1.2 Explain the use of different negotiation techniques
1.3 Explain how research on the other party can be used in
negotiations
1.4 Explain how cultural differences might affect negotiations
2 Be able to prepare for
business negotiations
2.1 Identify the purpose, scope and objectives of the negotiation
2.2 Explain the scope of their own authority for negotiating
2.3 Prepare a negotiating strategy
2.4 Prepare fall-back stances and compromises that align with the
negotiating strategy and priorities
2.5 Assess the likely objectives and negotiation stances of the
other party
2.6 Research the strengths and weaknesses of the other party
3 Be able to carry out business
negotiations
3.1 Carry out negotiations within responsibility limits in a way that
optimises opportunities
3.2 Adapt the conduct of the negotiation in accordance with
changing circumstances
3.3 Maintain accurate records of negotiations, outcomes and
agreements made
3.4 Adhere to organisational policies and procedures, and legal
and ethical requirements when carrying out business
negotiations
ProQual, November 2017
Level 2 Diploma in Team Leading
35
Unit K/506/1913
Develop a presentation
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand how to develop a
presentation
1.1 Explain best practice in developing presentations
1.2 Explain who needs to be consulted on the development of a
presentation
1.3 Explain the factors to be taken into account in developing a
presentation
1.4 Analyse the advantages and limitations of different
communication media
2 Be able to develop a
presentation
2.1 Identify the purpose, content, style, timing and audience for
a presentation
2.2 Select a communication media that is appropriate to the
nature of a presentation, message and audience
2.3 Tailor a presentation to fit the timescale and audience’s
needs
2.4 Prepare a presentation that is logically structured,
summarises the content and addresses the brief
2.5 Take action to ensure that a presentation adheres to
organisational guidelines and policies
2.6 Develop materials that support the content of a presentation
ProQual, November 2017
Level 2 Diploma in Team Leading
36
Unit M/506/1914
Deliver a presentation
Learning Outcome – The learner will: Assessment Criterion – The learner can:
1 Understand the principles underpinning
the delivery of presentations
1.1 Analyse the advantages and limitations of different
methods of, and media for, making presentations
1.2 Explain how the type and size of the audience
affects the delivery of a presentation
1.3 Explain the factors to be taken into account in
developing contingency plans when delivering
presentations
1.4 Explain voice projection and timing techniques
when delivering presentations
1.5 Explain the factors to be taken into account in
responding to questions from an audience
1.6 Explain different methods for evaluating the
effectiveness of a presentation
2 Be able to prepare to deliver a
presentation
2.1 Confirm the layout of the venue and correct
functioning of equipment and resources prior to
making a presentation
2.2 Develop contingency plans for potential equipment
and resource failure
2.3 Take action to ensure that the presentation fits the
time slot available
3 Be able to deliver a presentation 3.1 Speak clearly and confidently, using language that
is appropriate for the topic and the audience
3.2 Vary their voice tone, pace and volume
appropriately when delivering a presentation
3.3 Use body language in a way that reinforces
messages
3.4 Use equipment and resources effectively when
delivering a presentation
3.5 Deliver a presentation within the agreed timeframe
3.6 Respond to questions in a way that meets the
audience’s needs
3.7 Evaluate the effectiveness of a presentation
ProQual, November 2017
Level 2 Diploma in Team Leading
37
Unit R/506/2151
Resolve customers’ complaints
Learning Outcome – The learner
will: Assessment Criterion – The learner can:
1 Understand the monitoring and
resolution of customers’
complaints
1.1 Assess the suitability of a range of monitoring techniques
for customers’ complaints
1.2 Explain how to identify those complaints that should
prompt a review of the service offer and service delivery
1.3 Explain negotiating techniques used to resolve customers’
complaints
1.4 Explain conflict management techniques used in dealing
with upset customers
1.5 Explain organisational procedures for dealing with
customer complaints
1.6 Explain when to escalate customers’ complaints
1.7 Explain the cost and regulatory implications of admitting
liability on the basis of a customer complaint
1.8 Explain the advantages and limitations of offering
compensation or replacement products and/or services
2 Be able to deal with customers’
complaints
2.1 Confirm the nature, cause and implications of customers’
complaints
2.2 Take personal responsibility for dealing with complaints
2.3 Communicate in a way that recognises customers’
problems and understands their points of view
2.4 Explain the advantages and limitations of different
complaint response options to customers
2.5 Explain the advantages and limitations of different
complaint response options to the organisation
2.6 Keep customers informed of progress
2.7 Agree solutions with customers that address the
complaint and which are within the limits of their own
authority
2.8 Record the outcome of the handling of complaints for
future reference
2.9 Adhere to organisational policies and procedures, legal
and ethical requirements when dealing with customers’
complaints
