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Unit 1 Public service skills BTEC First Public Services
AS1 Public service skills: what are they?‘Public service skills’ is a term generally given to a range of personal, professional and communication skills that employees of the public services develop and improve during their careers.
This table lists the main skills required for public service. Complete the table to get a better understanding of these skills.
AS2 How skills assist the public servicesThink of one specific public service and complete the spider diagram below showing how the public service skills you have identified will benefit the public service you have chosen.
For example, ‘conflict management’ is an important skill for the police force. You are likely to deal with a number of volatile situations and your ability to manage and calm the situation down could have a direct impact on the end result.
AS4 Qualities for an effective teamThere are a number of qualities that are very important in the performance of an effective team. The table below identifies some of these. Complete the table to get a better understanding of these qualities.
Quality Why important
Leadership
Combining individual skills
Achieving aims
Working with others
Think about a time when you have been involved in a team activity. Write a short report on this including aspects that went well as well as aspects that could be improved. Using the knowledge you have gained about teamwork try to explain why you think this happened.
AS5 Teambuilding activities logAn essential part of working as an effective team member is to develop your skills through teambuilding activities. During this unit you will undertake a number of teambuilding activities. Complete the log below so to keep a record of what you have done. Record your role in the activity as well as a reflection on your performance. This record will then be very useful as evidence towards P3.
Activity Date undertaken Role (leader/team member)
Reflection on performance
Paper bowls 01/09/09 team member I thought this activity went really well, I have played green bowls before and so I already understood the rules of the game and I was able to control my bowls well in order to get quite near to the jack.
AS6 Methods of instructionWorking in small groupsThink about a skill that you could teach someone, such as how to ride a bike, how to do a stunt on a skateboard or how to cook a favourite dish.
Now start to work out a plan by thinking though the objective, the audience and the timing, as well as the steps needed to demonstrate the skill. Also, think about the best techniques to use to achieve your objective.
Once you have worked through the tasks above create a plan designed to demonstrate the skill you wish to teach. Remember you could use role play or ask someone to demonstrate the skill as you talk through the instructions.
Working as a classDiscuss as a class the different methods of instruction that each group used. Try to identify the good and bad points of what each group did.
AS7 Qualities of an instructorWorking individuallyThink about the time you were at school, was there a teacher that you really liked? Why? What was good about their teaching?
Write down the qualities that made them a ‘good teacher’.
Working in pairsYour tutor will give you a topic to work with. Think about the qualities you’ve identified in a good teacher. Produce a plan of how you would deliver instructions. Make sure your plan includes:
1 Time 2 Parts and content 3 Notes 4 Objectives 5 Beginning 6 Incentives 7 EDIP 8 End of lesson 9 Handouts
AS9 Interpersonal communication – reading skills I
Reading skills are crucial in all public services. As an employee you are expected to continually improve these skills. In general terms the three main ways that we read are:
Skim reading Scan reading Detailed reading
You have one minute to skim read the article below and answer the questions.
Senior police officers face court
Two senior Surrey police officers are to appear before magistrates over claims of misconduct in public office. Ch Supt Adrian Harper and Supt Jonathan Johncox have both been summonsed to appear in court, the Independent Police Complaints Commission (IPCC) said. Both were suspended in May over alleged dishonest conduct relating to the avoidance of speeding fines. The IPCC said the court summonses followed an inquiry into the granting of exemptions for traffic offences. The cases are due to be heard at Aldershot Magistrates’ Court in Hampshire on 28 August. Ch Supt Harper is facing claims of two offences of misconduct in public office, and Supt Johncox is facing an allegation of one offence. Temporary replacements were appointed at Surrey Police after the high-ranking officers were suspended.
Further cases The IPCC investigation looked at exemptions for traffic offences granted to Surrey Police officers and staff from April 2006 to December 2008. In addition to Ch Supt Harper and Supt Johncox, 11 other officers were also investigated. Three of those cases were not upheld and four are still being considered by the IPCC. Four cases have been upheld and Surrey Police is considering further misconduct charges against the officers involved. An IPCC spokeswoman said: “Police officers responding to emergencies with their blue lights activated are exempt from prosecution for speeding or red light offences. “However, officers in unmarked cars or who do not activate their emergency equipment may not be, and could be issued with notices of intended prosecution. “In these cases, officers are able to apply for an exemption if there is a justifiable reason within the law for the speed at which they were travelling, or the reason why they drove through a red light.”
Story from BBC NEWS: http://news.bbc.co.uk/go/pr/fr/-/1/hi/england/surrey/8199039.stm Published: 2009/08/13 10:45:13
AS9 Interpersonal communication – reading skills I (cont.)
Working individuallyYou have one minute to skim read the article above, then turn the page over and answer the questions below:
1 Name the two officers discussed in the article?2 Which court was the case heard in on 28th August?3 How many others officers are also being investigated?
Working in a groupDid you find this task easy? Could you remember much from the article after only reading it quickly? Try to identify as a group three occasions when you might skim read things?
AS10 Interpersonal communication – reading skills II
Reading skills are crucial in all public services. As an employee you are expected to continually improve these skills. In general terms the three main ways that we read are:
Skim reading Scan reading Detailed reading
You have one minute to scan read the article below and take brief notes.
Anti-terror gun stops boats dead
The government is appealing to industry, academics and individuals to develop new technologies to fight terrorism.
One such gadget – a device to stop a speed boat - is already under development under its science and technology strategy.
At the Defence Diving School near Portsmouth, a team of Home Office scientists and industry experts are developing a device that aims to achieve what some consider to be the near impossible. Their mission? Stopping a speed boat - possibly laden with explosives - from reaching its target, without the use of lethal force.
Cyber terrorism The device, known as the Air Launch Running Gear Entanglement System, looks like a futuristic bazooka out of the imagination of a Hollywood prop designer. The US Coastguard has expressed a keen interest. Compressed air is used on the shoulder-held device to propel a line from a pursuing boat which drags with it a high-tech, high tensile net to disable the target craft’s propulsion system. Watching repeated trials of the system is Admiral Lord West of Spithead - the Home Office’s counter terrorism minister. Explaining how the system might be used in the future, he said: “Lets say now we’re off Weymouth in 2012 and we’re doing the Olympic games, and we suddenly find a boat. “What we want to be able to do is stop it without actually having to kill the people in the boat, or risk killing the people in the boat.” The device is being tested at five locations around the UK while a decision is made over its future deployment. Lord West says the “boat-stopping system” is only a small part of what science and technology can do to help counter the terrorist threat. It extends from cyber terrorism to reducing risk in crowded places and investigating how to intercept new methods of telecommunications, he adds. “To defeat this terrorist threat to our nation, we needed to draw on all our resources, and what we are very good at as a nation is science technology and academic research, and actually within our industries we can produce really good things.” The science and technology strategy is, according to Lord West, designed to help keep “one step ahead of the terrorists”. The Home Office is casting its own net as wide as possible to garner innovative ideas - and is encouraging industry and even private individuals to come forward.
Story from BBC NEWS: http://news.bbc.co.uk/go/pr/fr/-/1/hi/uk/8200840.stm Published: 2009/08/14 04:40:52
Now put the article away and write a summary of the article based on your notes.
AS11 Interpersonal communication – reading skills III
Reading skills are crucial in all public services. As an employee you are expected to continually improve these skills. In general terms the three main ways that we read are:
Skim reading Scan reading Detailed reading
Your tutor will provide you with two newspaper articles on the same story. One of the articles will be from a tabloid newspaper such as The Sun or The Mirror. The other will be an article on the same story from a broadsheet newspaper such as The Guardian or The Times.
Your task is to read both articles in detail and try to complete the table below. Some hints and tips have been provided to assist you.
Comparison of news story
Differences in content
Quality of report Possible bias by reporter
Public services affected
Report 1 Is the content clear? Can you understand the story? Is the article detailed?
Is the report detailed or fairly brief? Does it use complicated or easy to understand words, phrases or language?
Does the reporter seem to concentrate on one side of the story? Do they seem to be giving an even sided view of the story?
Which public services are discussed in the article?
AS12 Writing a semi-formal letterLetters form an integral part of communication for all public services. These often fall into two categories:
Formal Semi-formalYour tutor wants to take your class to visit the local police station. They know that the person in charge of these visits is called Mr Braithwaite because they have arranged class visits before. As your tutor knows the person they are writing to they need to compile a semi-formal letter.
Your task is to write a semi-formal letter to Mr Braithwaite about the proposed visit to include:
1 The station you would like to visit2 The number of pupils in your class3 Some proposed dates for the visit
Your tutor will provide you with the basic information but it is up to you to produce a letter in an appropriate format.
AS13 Two-way communicationTwo-way communication includes discussions, debates, arguments, conversations and meetings. These can be formal and informal.
Working in pairs Discuss the different types of two-way communication identified in the list above and then complete a table like the one below. Try to see if you can identify which of these are formal and informal. Think of when you use these different types of communication during the day and how you use them.
AS14 Barriers to verbal communicationTwo-way communication includes discussions, debates, arguments, conversations and meetings. These can be formal and informal.
There can be a number of things that stand in your way when you communicate verbally. These can generally be categorised into three areas:
Working individuallyTry to identify four barriers to verbal communication from each area that you can. You have been given an exmple from each area to get you started. Now try to complete a table like the one below;
Problems with the speaker Problems with the listener Problems with environment
Not loud enough – very quiet voice so listener cannot hear what is being said
Bored and distracted because not interested in what speaker has to say
Other people are talking therefore it’s too noisy to hear what is being said
Working in pairsTry to think about these barriers, can you suggest ways that they can be avoided? Write some of your answers down and share them with the rest of the class.
ExtensionHow might the barriers you have identified differ in operational and non-operation situations. Make a few notes that you can use in a group discussion.
AS15 Chinese whispersIt is important that you listen carefully to orders and directions so that you are able to complete them accurately and efficiently. As a member of a team everyone needs to know the orders. You may need to relay orders to other members of the team, so repeating accurately what has been said is important.
Working as a classYour tutor will sit you all in a circle and whisper an order/direction into the ear of one of the learners. That learner will then whisper into the ear of the learner to their left and so on until the order/direction has gone right round the class to the last learner. This learner will then come to the front of the class and write the order/direction on the board.
Has the order/direction changed? Discuss what happened and try to identify what went wrong.