L2 Public Services Unit 2 - Working skills in the PSS

What Unit are we learning?

• Unit 7 - Working hard?

• Unit 9 - Working tomorrow?

• Unit 2 - Working Skills in the Public Service sector?

• Unit 12 - Won't work?

Public service employees use their Working skills to meet individual customers needs when...................................................?

• its raining?

• they are working with customers from different backgrounds?

• they spend the most money?

• they can be bothered?

Some effective working skills could include?

• being argumentative, not approachable, being rude?

• Not communicating with anyone, working individually, being judgmental?

• Being approachable, being polite, being a good listener, being empathic.

• no sympathy, grumpy, uncaring?

Customers that Public service employees may work with could be.........?

• NHS patients, members of the Public, Other emergency services Staff, Trainiing Providers?

• John, Dave, Susan and Nick?

• Robots, Sausages, MaccyD's?

• Don't know?

Public Services include......................?

• Takeaways, cinemas, pubs?

• Police, Navy, Fire Service, Local Authority, Government?

• Toilets, showers, baths?

• Facebook, IG, TikTok?

Internal customers could include...........?

• People indoors?

• Shoppers?

• Other work colleagues, Staff, Supervisors, Managers, other Public Services?

• Police?

External customers could include..........?

• Existing or new service users, members of the Public from different backgrounds, ethnicity, age, gender?

• Outside people only?

• Shoppers?

• Staff, Managers, Work colleagues?

What working skills would we need to deal with and manage change?

• Short tempered, frustration, anger?

• Cooking?

• Flexibility, adaptability, initiative, resilience?

• Lack of self control?

If a Police Officer is speaking to a member of the Public, is the member of the public an internal or external customer?

• Internal?

• External?

If a Nurse is talking to Doctor about a professional subject, would this be an internal or external customer?

• External?

• Internal?