IAO
Level 3
QN: 603/2582/3
Curriculum Active
IAO Level 3 Certificate in Operational Delivery (Advanced)
Official qualification regulated by Ofqual, awarded by IAO. Classified as a Occupational Qualification. Total guided learning hours: 91 hours.
Qualification Level
Level 3
Awarding Body
IAO
Syllabus Units
10 Units
Guided Hours
91 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Dealing with Difficult Customers and Situations
Verified
Key Learning Objectives:
- Know the characteristics of a difficult customer
- Be able to recognise the components of difficult situations
- Understand techniques to manage difficult customers and situations
- Apply techniques to manage difficult customers and situations
2
Diffusing Hostility and Managing Conflict
Verified
Key Learning Objectives:
- Understand the importance of communication during challenging situations
- Identify problems and use techniques to manage situations
- Understand self-management and awareness techniques
3
Influencing Skills
Verified
Key Learning Objectives:
- Understand how influencing skills can improve services
- Understand the importance of communicating to meet the needs of different audiences
- Understand how to remain professional and objective when communicating with others
4
Information, Advice and Guidance
Verified
Key Learning Objectives:
- Understand the concepts of information, advice and guidance in the context of operational delivery
- Know how to provide information, advice and guidance to customers
- Provide information, advice and guidance to customers
- Reflect on own use of competencies and communication skills whilst offering information, advice and guidance
5
Leading a Team
Verified
Key Learning Objectives:
- Understand how to develop team objectives
- Understand how to support individuals within the team
- Know how to manage challenging situations
6
Legal Awareness
Verified
Key Learning Objectives:
- Understand the legislation appropriate for the role of operational delivery officers
- Know the principles of data protection
- Understand the influence of equality and diversity on operational delivery
- Know the legislation related to the use of information technology
7
Stress and Resilience
Verified
Key Learning Objectives:
- Understand the causes and symptoms of stress in the workplace
- Understand the impact of work related stress on performance
- Know how to be more resilient to stress
- Apply techniques to manage workplace stress
8
Systems Approach
Verified
Key Learning Objectives:
- Understand services available from public sector organisations
- Understand how to make referrals to support the needs of the community
- Know the principles of record keeping for the referral process
9
Using ICT Systems
Verified
Key Learning Objectives:
- Understand the value of using self-service technology
- Understand the purpose of using IT systems to manage, share and store information
- Be able to maintain currency of using ICT systems
10
Working with Others
Verified
Key Learning Objectives:
- Understand how working with others can enhance business results
- Understand how working collaboratively can improve referral processes
- Understand the skills required to work with others
Regulatory & Verification Details
- Qualification Number (QN)
- 603/2582/3
- Regulated Status
- Available to learners
- Awarding Body
- IAO
- Qualification Type
- Occupational Qualification
- Operational Start
- Dec 2017