Business Studies & Economics

Transcription

1 I N T E R N A T I O N A L Business Studies & Economics 2009 internationalschools.co.uk

2 Contents 15A BUSINESS CONTENTS CHAPTER 16 Edexcel Contents GCSE Listing Business... Studies Textbook Contents of Commerce, Listing... 5th edition Edexcel Contents GCSE Listing in Applied... Business Edexcel Contents Diploma Listing in Business, Administration Contents Listing and Finance Edexcel WorkSkills Activators...7 CONTENTS Edexcel Levels 1 CHAPTER and 2 Project and Level 3 Extended Project Guides Contents Listing World of Work DVD and Learning Resource File: 16 Business Contents Level Listing A Level Contents Applied Listing Business BTEC Introduction to Business, Retail and Administration...10 CONTENTS CHAPTER BTEC First Business, 2nd edition BTEC Contents National Listing Business,... 2nd edition OCR Contents National Listing Business Business Contents for Higher Listing... Awards Management Contents Listing and Communication... Skills Teeline, Pitman and Typing Skills...15 CONTENTS CHAPTER Active Business ecase Contents Studies Listing for Business NVQ/SVQ Contents Business Listing... and Administration OCR Contents Certificates Listing in Administration CONTENTS ECONOMICS CHAPTER 16 OCR Contents GCSE Economics Listing OCR Contents AS and A2 Listing Economics,... 2nd edition AS and A2 Economics for AQA, 2nd edition...22 Studies in Economics and Business...22 CONTENTS CHAPTER 16 Contents Listing OTHER 16 Contents Listing NVQ/SVQ Level 2 Customer Service, 2nd edition...23 NVQ/SVQ Level 2 Call Handling Operations...23 CONTENTS CHAPTER Sure Skills Contents Listing Work-Wise Contents Listing Key Skills Activity Packs Contents Listing Online Support internationalschools.co.uk Easy ordering Placing your order online is easy and secure. You can also track its progress. The website is available 24/7 allowing you to order when it s convenient for you and without worrying about time differences. Research new products and see what s free Find out more about our complete range of resources for all your needs and download sample material, component charts and product information. Online support Find out details for your local contact, download catalogues and sign up to Enewletters. Talk to us before you buy LOOKING FOR SOFTWARE? YOUR NEXT STEP Contents Listing Contents Listing Contents Listing international.enquiries@pearson.com internationalschools.co.uk YOUR NEXT STEP

3 New resources for 2009 heinemann.co.uk/gcse For the latest news and pre-publication samples. key to symbols VLE New titles published in 2009 Suitable for your establishment s virtual learning environment CD-ROM included Cover image: Chris Parker Achieve Diploma success! Bring Diploma learning to life at every level, with Edexcel s own resources. See page 6 Business, Administration and Finance Business, Administration and Finance CD-ROM inside Level 2 Higher Diploma Business, Administration and Finance Assessment and Delivery Resource Complete support for the new Business GCSEs! Edexcel s own resources for GCSE Business Studies and GCSE Applied Business. See pages 2 5 Edexcel GCSE Business: Introduction to Small Business Building skills for success in GCSE Economics! Heinemann and OCR working in partnership for the new OCR GCSE Economics specification. See pages 18 19

4 Edexcel GCSE distributed by Heinemann on behalf of Edexcel Edexcel GCSE Business: Introduction to Small Business Edexcel GCSE Business Active Teach Edexcel GCSE Business Studies Edexcel s own resources for its new GCSE Business specification Edexcel has published a dedicated suite of resources to support you and your students with the new GCSE Business Studies specifications that start teaching from September Written by a team of Edexcel experts and subject specialists, these brand new materials provide you with everything you need to deliver the Edexcel specifications with confidence. Edexcel GCSE Business Studies offers you complete flexibility with a core for the compulsory units and three s for the optional units so you have materials available for the different Business pathways. Teacher and Student Support Deliver engaging lessons with the s and ActiveTeach CD-ROM, providing you with tools to motivate and interest your students. Plan lessons with ease using our exceptional support materials the ActiveTeach CD-ROM includes schemes of work, lesson plans plus a host of teaching resources linked to the e-spec, the electronic version of our specification, all in one easy-to-use package. Raise attainment in your school with our new and exclusive ResultsPlus and examzone features, fully integrated throughout the and ActiveTeach Forecasting cash flows 16 Forecasting cash flows Case Study Holly Buckley worked at a local arts centre. She had learnt flower arranging skills as part of her college course. Holly decided to set up a business providing flower arrangements called Floral Events. She would run this from a shop in the town centre. Weddings were likely to be a big market, but Holly also thought that flower arrangements would be needed for sports events and festivals. Objectives Understand the role and importance of cash flow to a business. Estimate cash flows. Understand the difference between a cash flow forecast (an estimate) and a cash flow statement (what has actually happened). Explain how cash flow problems arise and how they can be minimised. Explain how cash flow problems can affect a business. Appreciate how careful planning can minimise risk. Watch Out! Cash flow is NOT the same as profit. Profit is sales revenue (price x quantity sold) minus costs. Cash flow is all inflows of cash minus all outflows of cash. Cash notes, coins and money in the bank. Cash flow the flow of cash into and out of a business. Inflow the cash flowing into a business, its receipts. Outflow the cash flowing out of a business, its payments. ResultsPlus examiner tips show students common mistakes and how to avoid them. Cash Holly knew that cash is vital for the success of a business. Cash is not just notes and coins. It is also money in the bank. Holly needed cash to start up her business. For example, she had to pay for shelves and equipment in her shop. Once she opened the shop, she had regular bills to pay.there was rent, telephone and electricity bills and wages. She also had to buy the flowers to sell. Holly paid some bills with notes and coins. Most bills, though, she paid directly out of her bank account. Cash came into the business too. Customers paid her cash for the flowers she sold. Every day, Holly would go to the bank to deposit her takings. What is cash flow? Cash flow is the flow of money into and out of a business. Inflows Inflows are the cash coming into the business Holly put some of her own money into the business. She took out a small loan from the bank. The business received cash from its sales. Inflows are the receipts of the business - the money it receives. Figure 1 shows these inflows from Holly s business in its first six months. Outflows Outflows are the cash going out of the business. Holly had a number of outflows. Wages. Figure 1 Cash inflows to Floral Events in the first Equipment. six months Telephone, gas and electricity Cash from Holly Loan from the bank and other bills, and rent for the premises. Flowers and display stands from suppliers. CASH INFLOW Interest on the loan. Advertising in local papers. Outflows are the payments of Figure 2 Cash outflows from Floral Events in the the business to others. Figure 2 first six months shows these outflows from Equipment Advertising Holly s business in its first six Flowers and Wages Bills months. other materials Cash flows can be shown in a table. Table 1 shows the cash CASH OUTFLOW inflows and outflows from Sample pages from Edexcel GCSE Business Studies Cash from sales Interest on the bank loan sales will lead to a worsening of the cash flow position. If Floral Events buys lots of dried flowers but doesn t sell them, it will have more stocks of dried flowers in its shop. But its cash flow situation will worsen because the dried flowers will have to be paid for and so cash will flow out. The importance of planning How can a business avoid cash flow problems? Careful planning will help. Many strategies are possible, but a good rule of thumb would be GET IT : Get the help and support of the bank and investors. Ensure market research is thorough. Thoughtful cash flow planning may avoid problems. Investigate where you can get help with spreading payments more evenly. Track the actual cash flow against the forecast before it becomes a problem. Test yourself 1. A small bakery has just launched a new range of cakes. Which of the following is not a cash inflow for the small bakery business? Select one answer. A Capital from the owner to help launch the range B Buying ingredients for the cakes C A loan to help launch the range D Sales from the new range of cakes 2. A business has a produced a cash flow forecast for January. Total receipts of a business are 17,000. Total payments are 15,000. The opening balance is 10,000. What will be the net cash flow at the end of January? Select one answer. A 10,000 B 12,000 C 2,000 D 32, The following table shows the cash flow forecast for business for three months of the year. Fill in the blanks. ( ) June July August Total receipts 60,000 78,000 Payments Materials 30,000 42,000 Other costs 60,000 75,000 85,000 Total payments 80, , ,000 Net cash flow -20,000-35,000 Opening balance 30,000-25,000 Closing balance 10,000-25,000-74,000 Over to you 16 Forecasting cash flows Aziz Duah decided to set up a business selling printed t-shirts. He researched the market and found that there was no-one in the area offering this service. He thought that selling to businesses or to up and coming bands for their fans would be successful. Aziz would offer to design and print the t-shirts with their own designs. He would begin trading in September. His sales forecast included the following information. Receipts December 19,500 Payments is October. payment period for materials. ( ) Sept Oct Nov Dec Total receipts 14,000 15,000 8,500 19,500 Payments Wages 5,000 5,000 10,000 10,000 Heating & lighting 0 1, Other costs 2,200 2,200 2,200 2,200 Materials 2,000 2,000 2,000 0 Total payments 18,200 14,200 12,200 Opening balance 0-4,200-2,900 1,400 Closing balance -4,200-2,900 8, Calculate the missing figures in the table. (4) 2. Explain why the business has a cash flow problem in September but not December. (6) 3. Aziz is thinking of taking out a long-term bank loan to improve cash flow. Do you think he should do this? (6) Exercises throughout are in exam form and help students to build confidence and develop good exam technique. 103

5 distributed by Heinemann on behalf of Edexcel Edexcel GCSE Business Alain Anderton, Ian Gunn, Jonathan Shields, Andrew Malcolm, Keith Hirst, Nicola Walker, Andrew Ashwin Evaluation Pack FREE Spring 2009 Core : Introduction to Small Business * Spring 2009 Building a Business * Spring 2009 Business Communications * Spring 2009 Introduction to Economics * Spring 2009 ActiveTeach *(+VAT) Spring 2009 * Prices are provisional until publication ResultsPlus, Edexcel s FREE online service for teachers and students provides detailed feedback on students exam results helping raise attainment. By combining genuine exam performance data with valuable examiner insight, we have incorporated a unique ResultsPlus feature into our resources to drive exam success. The ResultsPlus feature offers important guidance on achieving better results by highlighting successful answers and common mistakes. To find out more visit resultsplus.org.uk. We have included examzone revision materials in the and ActiveTeach, with useful revision lesson plans to help your students revise effectively for complete exam success. In the : topic by topic revision features help students practise as they progress through the course. In ActiveTeach: engaging interactive revision tools which can be used in whole-class revision lessons or accessed by students via a VLE. Textbook of COMMERCE 5th EDITION LYNDA FITZMAURICE Endorsed by University of Cambridge International Examinations Textbook of Commerce, 5th edition Lynda Fitzmaurice Textbook of Commerce, 5th edition Endorsed by the University of Cambridge International Examinations Textbook of Commerce is the ideal companion for students studying the CIE O Level in Commerce. Provides full coverage of the topics to be assessed in the exam plus exam practice material at the end of each chapter. Offers numerous international examples, reflecting the global nature of the exam. Includes special features designed to aid students for whom English is not their first language, such as chapter introductions, aid to learning questions, graphic organisers and chapter summaries. contents Visit heinemann.co.uk/business to see sample pages and sign up for enewsletters. Unit 1. Production Unit 2. Retail trade Unit 3. Customer credit Unit 4. Consumer protection Unit 5. Wholesale trade Unit 6. Documents of trade Unit 7. International trade Unit 8. Advertising Unit 9. Communications Unit 10. Transport Unit 11. Warehousing Unit 12. Insurance Unit 13. Banking Unit 14. The business unit Unit 15. Business finance Includes plenty of exam practice for students studying the CIE O Level in Commerce! UK International t t f f international.enquiries@pearson.com w heinemann.co.uk w internationalschools.co.uk 3

6 Edexcel GCSE Edexcel GCSE in Applied Business (Double Award) The complete solution for applied learning from Edexcel Edexcel s own resources for GCSE in Applied Business will help you to deliver the concepts and theory that your students need in an engaging, accessible and above all strongly applied way. Evaluation Pack FREE March * March 2009 Assessment and Delivery Resource with ActiveTeach CD-ROM *(+VAT) July 2009 *Prices are provisional until publication. Order a FREE Evaluation Pack! Comprising a and Assessment and Delivery Resource with ActiveTeach CD-ROM, you will have everything you need to plan, prepare and deliver effectively the 2009 Edexcel GCSE in Applied Business specification. This full-colour book covers all the course content so students can focus on exactly what they need to know. Up-to-date case studies from a range of sectors and companies bring a work-related feel to lessons and support students in relating theory to practice. A dedicated assessment section for each unit provides tips on planning and starting revision, revision checklists and exam questions with model answers. These will help students to prepare for assessment with confidence and get the result they want. Apply It features encourage students to take what they ve just learnt and relate it to a real-world scenario. Unit 1: Investigating how businesses work Unit 1: Investigating how businesses work 1.1 What is a business and what do businesses do? Enterprise If someone is enterprising, what does this mean? In everyday life it means that they have the ability to use their wits and resources to achieve a positive result. So someone who is enterprising is a good person to plan a holiday with and even better to be with if you get lost or have serious difficulties, such as losing your passport. People who run successful businesses are usually enterprising. The word used to describe them is entrepreneurs. To be entrepreneurial is the same as being enterprising. It involves having a variety of skills and using them to achieve business goals. A Case of two entrepreneurs Remember it The word entrepreneur is a French word, which means to undertake. In the past tense it becomes entrepris which is the same as our word enterprise! Chris Reid and Louise Mack are young, successful entrepreneurs who own very different types of businesses Chris actually runs two companies although he is planning to merge them. When he left school he worked in sales and then helped to set up and run a new business for someone else. He left to set up MSet Technologies Ltd in This business distributes time and attendance monitoring systems in the UK. In 2005, he formed Connect Software Solutions Ltd which provides management software for childcare providers, such as nurseries. He now employs nine staff. Louise left school in 1998 and started a modern apprenticeship in hairdressing, combining working in a town centre salon with going to college to gain her NVQ2 and 3 awards. Five years after she qualified she became salon manager. Many people might have been content with that, but not Louise! Two years later she left the security of the established salon to set up her own business on the outskirts of town (where the parking is both better and free!) and now employs six staff. Hot Link : Check out Chris s businesses at connectsoftware.net and mset.co.uk/ What is business enterprise? Business enterprise means providing goods and services. The main aspects to consider are financial, commercial and industrial. Remember it The Government department that deals with business affairs goes by the initials BERR. Can you guess what the B and the E stand for? Its full title is Department for Business, Enterprise and Regulatory Reform. Apply It Identify the skills needed to be an entrepreneur Read Chris s and Louise s stories below. Then work in groups to list the skills you think they have which help them run their business. Compare your ideas as a class. Chris s story I started my own business to be in control and be my own boss. My previous sales experience was a huge help, plus the fact I d already helped to develop a business. However, I needed to learn time management plus how to visualise and plan for the future. I obtained funding and advice through the local council s Guardian Angel network. My biggest problem has been cash-flow, without a doubt, and also when I lost my driving licence for 6 months which meant I couldn t visit customers. To get round this I developed online demo software which has resulted in cost savings, long term. I work between 60 and 70 hours a week but think it s worth it, even if I sometimes lie awake at night! The economic downturn at the moment (2008) is a concern but could benefit us if more parents work and need childcare. My advice to potential entrepreneurs would be to grasp opportunities when they occur and be willing to take the risk. Also, be a limited company if the level of credit could be high. Take it Further: What other skills do you think entrepreneurs might need, besides those possessed by Chris and Louise? Discuss your ideas with your tutor. Why do some businesses fail? The reasons businesses fail usually fall into one of the following categories. Talk about it Louise set up her salon out of town. Which do you think is more important to a business today: a good location or a good website and why? Louise s story I set up my own business to further my career and to put the experience I had gained into running my own salon. I didn t have any business training or advice but knew how to run a successful salon from my previous job. My staff and I go on regular day courses to keep our hairdressing skills up-to-date. My biggest problems have been staffing issues as it can be diffi cult to fi nd good, experienced, responsible and reliable hair stylists. I work 42 hours a week in the salon but spend time at home planning and organising future developments and promotions. The main benefit is being able to put my own ideas forward and work in my own way. The main disadvantage is the lack of free time. I think the current economic downturn could affect my business because having your hair done is a luxury not an essential, so I need to think of ways to reward regular customers as well as attract new ones. I would advise anyone setting up in business to do a thorough business plan, research the area well, choose the right location plus market and advertise it wisely. Research it: Charles Dunstone, Larry Page, Steve Jobs, Perween Wasi and Linda Bennett are all entrepreneurs. Find out which businesses they started and add five names of your own to the list Take It Further: Woolworths is in big trouble. From 2005 to 2008 sales fell alarmingly and the chief executive resigned as a result. Many experts said the company was behind the times. Do you agree? And what would you do to save the business if you were the new chief executive? Write down your ideas in small groups and compare them as a class Edexcel GCSE Applied Business 4 Take It Further features develop and stretch students thinking and encourage them to take their learning further.

7 distributed by Heinemann on behalf of Edexcel Edexcel GCSE in Applied Business Carol Carysforth Cathy Richards Rob Dransfield Mike Neild Consultant Editor Andrew Ashwin, Chief Examiner, Edexcel Assessment and Delivery Resource with ActiveTeach CD-ROM Provides complete support for teachers with a strong focus on applied learning, assessment and planning. Sector profiles and background information on the subject provide support for nonspecialist teachers. The CD-ROM contains customisable teaching material, PowerPoint presentations, video clips and a range of student activities to spice up your lessons. Includes an interactive with activities to apply the learning, giving you an engaging way of bringing the theory to life. We can help you with planning for the new GCSEs. Telephone our hotline on or visit our website at edexcelgcse.co.uk/appbus. contents 1. Investigating how businesses work 2. Financial records 3. Investigating people, business and change 4. Financial planning and forecasting Expands material found in the to add another dimension to learning content. See page 8 for World of Work DVD: Business, an interactive way to bring the working world into the classroom. Includes a searchable resource bank that enables you to personalise lesson planning with ease. Edexcel GCSE Applied Business + 0/1 of 21 ActiveTeach screenshot Shows the real world of business in action, enabling students to contextualise their learning. UK International t t f f international.enquiries@pearson.com w heinemann.co.uk w internationalschools.co.uk 5

8 Edexcel Diploma 6 Business, Administration and Finance CD-ROM inside Level 1 Foundation Diploma * May 2009 Assessment and Delivery Resource with CD-ROM * (+VAT) May 2009 Level 2 Higher Diploma Alan Mansfield, Linda Bickel, Cathy Richards, Sarah-Jane Clark, Conrad Tetley * Summer 2009 Business, Administration and Finance Level 2 Higher Diploma Business, Administration and Finance Assessment and Delivery Resource Assessment and Delivery Resource with CD-ROM Alan Mansfield, Linda Bickel, Cathy Richards, Sarah-Jane Clark, Conrad Tetley * (+VAT) Summer 2009 Level 3 Advanced Diploma Teacher Resource Disk * (+VAT) May 2009 * Prices are provisional until publication. Download samples and see units covered at edexceldiplomas.co.uk/baf. Business, Administration and Finance Level 1 Foundation Diploma A bright and engaging textbook covers all the principal learning at Level 1 and brings learning to life through links to the real business world. Embedded activities for functional skills and personal, learning and thinking skills ensure learners develop these skills as they progress. Assessment and Delivery Resource with CD-ROM Contains a PDF of the entire so you have everything you need to plan your lessons in one place. Delivery plans, model assignments and a bank of ready-made and customisable activity sheets support principle learning, functional skills and personal, learning and thinking skills. Level 2 Higher Diploma Brings learning to life with strong links to the business world, with lively snapshots of the workplace and enterprise activities to engage learners. Covers the principal learning at Level 2 and provides a variety of differentiated activities designed to encourage individual learners to apply their skills and knowledge to real-life settings. Functional skills and personal, learning and thinking skills features are included in each unit to ensure learners are developing these essential skills in context. Assessment and Delivery Resource with CD-ROM Offers practitioners complete support and guidance with planning, delivering and assessing every learner on the course. Specific guidance on functional skills, personal, learning and thinking skills, the Project and working with local employers, helps practitioners to feel confident delivering every part of the Diploma. The CD-ROM provides a bank of ready-made and customisable planning and delivery resources including case studies, industry factsheets, worksheets, lesson plans, schemes of work and PowerPoint slides, to cut down your planning time dramatically. Level 3 Advanced Diploma Teacher Resource Disk Contains the unit specification and delivery plans, as well as a range of activity sheets for each unit, providing opportunities to develop practical skills, personal, learning and thinking skills, and functional skills. Assessment guidance gives you peace of mind about seeing your learners through assessment, with model assignments for each internally assessed unit. See pages 7 and 8 for additional resources to support the Diploma!

9 distributed by Heinemann on behalf of Edexcel WorkSkills Activators Guiding learners through their work placement! WorkSkills Activator Level 1 An assessment workbook for the BTEC Award in WorkSkills Judith Ball Eileen Cox WorkSkills Activators Judith Ball, Eileen Cox Level 1 Workbook Level 2 Workbook Teacher Resource Disk (+VAT) STUDENT GUIDE Written to match the WorkSkills from Edexcel framework at Levels 1 and 2, WorkSkills Activators guide learners through their work placement over three 10-hour WorkSkills units. Each write-in workbook includes activities to challenge different learning types and can apply to any work sector, and provides a place for learners to record evidence of their own work placement. An accompanying Teacher Resource Disk provides further assessment support at Levels 1 and 2. Suitable for learners studying vocational qualifications, GCSEs, or Diplomas! Levels 1 and 2 Project and Level 3 Extended Project Guides Help your learners gain the skills they need to achieve success with their Project Level 3 Extended Project Coordinating editors: Elizabeth Swinbank and John Taylor Projects and Extended Projects Co-ordinating editors: John Taylor, Elizabeth Swinbank Level 1 and 2 Student Guide * April 2009 Level 1 and 2 Teacher Resource Disk * (+VAT) April 2009 Level 3 Student Guide * February 2009 Level 3 Teacher Resource Disk * (+VAT) April *Prices are provisional until publication. Supporting learners doing a Project as part of their Diploma or as a stand-alone qualification, these resources cover all the skills needed at Levels 1 and 2 of the Project and Level 3 Extended Project. Student Guides are designed to support learners at every level for each line of learning and enable them to develop essential skills needed for success with their Project. Teacher Resource Disks offer guidance on specific units of the Project enabling practitioners to focus on developing learners skills. Supporting Edexcel s new Project and Extended Project specifications! Find out more and view samples at heinemann.co.uk/vocational. UK International t t f f international.enquiries@pearson.com w heinemann.co.uk w internationalschools.co.uk 7

10 World of Work, Business Business, Levels 1 and 2 DVD and Learning Resource File World of Work Business Levels 1 and 2 DVD and Learning Resource File Beth Gray Linda Bickel * (+VAT) May 2009 *Prices are provisional until publication. Engaging DVD footage and interactive learning activities for Business courses Engaging DVD footage of real businesses, accompanied by practical learning activities, give students a valuable insight into the workplace with a clear learning focus. File includes teaching ideas, activities and homework for at least 20 lessons, to ensure that you and your students are getting maximum benefit from the DVD. Ideal for use alongside a range of Level 1 and 2 courses, including the new Diploma qualification, with mapping and guidance on how to use the resource with your particular course as well as support for work experience in different settings. authors Beth Gray is an experienced Business teacher who has taught applied and vocational Business for 20 years. She has worked as part of the Hertfordshire Consortia for the BAF Diploma. Linda Bickel is an Edexcel specification writer and experienced teacher. She has worked closely on the new BAF Diploma for Edexcel. Learning Resource File Student resource sheets provide stimulus for discussion before, during and after watching, as well as problemsolving scenarios for group work. Visit heinemann.co.uk/wow to download sample material. Interviews and DVD footage in different settings enable students to develop an understanding of a variety of different work environments. Use this exciting new package with: Levels 1 and 2 Higher Diploma in Business, Administration and Finance BTEC First Business GCSE Business Studies GCSE Applied Business BTEC Introductory Business Sample page from World of Work: Business Levels 1 and 2 8 Screenshot from World of Work: Business Levels 1 and 2 DVD

11 A Level Applied Business A Level Applied Business Comprehensive coverage for AS and A2 authors A2 Level author team Edexcel: Rob Dransfield, Dave Needham and Karen Hough OCR: Rob Dransfield, Karen Hough, Catherine Richards and Neil Richards AS Level author team Rob Dransfield Dave Needham Colourful and engaging textbooks written for both the Single and Double Award AS and A2 Applied Business for Edexcel and OCR. Think it over... features encourage students to think more deeply about what they have learnt. Key terms help students to develop their business vocabulary. Up-to-date case studies have differentiated questions to allow students to work at the level they are best able to. OCR To take a look at sample material visit heinemann.co.uk/business. AS Single Award AS Double Award A2 Double Award EDEXCEL Use our Active Business software with this course to make your lessons more interactive - see page 16 AS Single Award AS Double Award A2 Double Award AS Level - units covered Edexcel Investigating people at work Investigating business Investigating marketing Investigating electronic business** Investigating customer service** Investigating promotion** Investigating enterprise** OCR Creating a marketing proposal Recruitment in the workplace Understanding the business environment The impact of customer service** ICT provision in a business** Team dynamics and enterprise** Financial providers and products** Understanding production in business** A2 Level - units covered Edexcel OCR Business development Strategic decision-making Managing and developing people A business plan for the entrepreneur Marketing decisions Managerial and supervisory roles Impact of finance on business decisions Promotion in action International dimensions of business Constructing a financial strategy Organising an event Launching a new product or service in Europe External influences on business Training and development Business law ** These units are covered in the Double Award Books only Students thought the book was extremely valuable. Will help them to produce high quality coursework and will assist in a structured revision programme. Mrs L. Steele, Head of Business, Bell Vue Girls School. UK t f myorders@pearson.com w heinemann.co.uk 9 International t f international.enquiries@pearson.com w internationalschools.co.uk

12 BTEC Business BTEC Introduction to Business Introduce your students to the exciting world of business This is the only textbook available written specifically for the BTEC Introductory Certificate and Diploma in Business, Retail and Administration. BTEC Introduction to Business, Retail and Administration A range of learning activities prompt reflection and discussion, and encourage students to apply their knowledge to various scenarios. Case studies with questions give students insight into real-life business situations and issues. Evidence activities help students build their portfolios for the internal and external assignments. End of chapter assignments check knowledge and contribute towards evidence of achievement. Author Hala Seliet was formerly head of business studies and is currently PGCE Business Education course leader at Hertfordshire University. Visit heinemann.co.uk/business to read reviews and view more sample pages. contents Core units 1 Starting work in business, retail and administration 2 Working in business, retail and administration 3 Introducing customer service Personal skills units 4 Personal effectiveness 5 Social responsibility at work 6 Financial management Optional units 7 Ensuring personal health and safety at work 8 Communicating effectively at work 9 Introduction to retail 10 Introduction to administration Evidence activities help students to build their portfolios of evidence. A glossary explains the meaning of any potentially difficult words or terms. Sample pages from BTEC Introduction to Business 10 Think about it features encourage students to apply their learning to real business situations.

13 BTEC Business BTEC First Business, 2nd edition A complete learning package for the current BTEC First specifications Our popular BTEC First Business resources provide maximum support for the current specifications, covering both core and a choice of optional units for the Certificate and Diploma in Business. BTEC First Business Carol Carysforth Mike Neild Catherine Richards best-seller!, 2nd edition Assessment and Delivery Resource with CD-ROM, 2nd edition (+VAT) contents Unit 1. Exploring business purposes (core) Unit 2. Developing customer relations (core) Unit 3. Investigating financial control (core) Unit 4. Business communication Unit 5. People in organisations Over to you features reinforce each section with questions or problems for students to complete on their own or in a group. Unit 6. Providing business and administration support Unit 7. Personal selling Unit 8. Doing business online Unit 9. Exploring business enterprise Talking points give opposite points of view on a topic for you to discuss in class. Complete BTEC First Business (comes with a free copy of the Student Book and an exclusive 20% off class sets) (+VAT) See World of Work DVD: Business on page 8 for engaging DVD footage and interactive learning activities for Level 2 Business courses. Sample pages from BTEC First Business, 2nd edition View contents and download a sample unit from our website heinemann.co.uk/btec. The Assessment and Delivery Resource covers all the units from the and comes with a CD-ROM to maximise flexibility for teachers when planning and delivering their lessons. UK t f myorders@pearson.com w heinemann.co.uk 11 International t f international.enquiries@pearson.com w internationalschools.co.uk

14 BTEC Business BTEC National Business, 2nd edition A complete teaching and learning package supporting both students and tutors to get the best results for the latest BTEC National Business specification These student-friendly resources provide in-depth coverage of 19 core and specialist units so you can be confident your learners will cover everything they need to successfully complete the Award, Certificate or Diploma. VLE s Suitable for a range of abilities and learning styles, and contain differentiated activities to stretch more able learners. Targeted assessment practice and handy grading tips for Pass, Merit and Distinction help students to achieve the best grades they can. Outcome activities, case studies and grading tips provide comprehensive support for assessment. Written by an experienced author team, all of whom have taught BTEC National Business. Thinking point activities encourage students to broaden their knowledge and build towards completing the assessed coursework. BTEC National Business, 2nd edition David Dooley Rob Dransfield Lynda Fitzmaurice John Goymer Philip Guy Catherine Richards Neil Richards best-seller! Book Book Assessment and Delivery Resource with CD-ROM (+VAT) Sample pages from BTEC National Business 1, 2nd edition 12 I think 1 is FANTASTIC and I have already told another school that they should get it. Mr J. Bainbridge, Liverpool Community College, Liverpool The most up-to-date examples from the real business world help to get learners thinking about current business trends.

15 BTEC Business Assessment and Delivery Resource with CD-ROM Includes tutor notes, worksheets and differentiated learning activities to support you in delivering the units as well as a complete scheme of work to minimise your planning time! A fully networkable and VLE - compliant CD-ROM contains customisable worksheets, PowerPoint presentations and differentiated learning activities to provide greater flexibility in class. Assessment and Delivery Resourse Group activities encourage teamwork in your classroom. Sample pages from BTEC National Business Assessment and Delivery Resource, 2nd edition Suggested schemes of work provide ideas of how the unit could be delivered whilst links to our resources make it easy for you to find what you are looking for. contents Book 1 Unit 1. Exploring business activity Unit 2. Investigating business resources Unit 3. Introduction to marketing Unit 4. Effective people, communication and information Unit 5. Introduction to accounting Unit 9. Exploring creative product promotion Unit 10. Introduction to marketing research Unit 13. Investigating recruitment and selection Unit 19. Exploring team development Unit 29. Introduction to the internet and ebusiness Book 2 Unit 12. Internet marketing Unit 16. Human resource management Unit 21. Contracts and legislation Unit 30. Web design strategies Unit 37. Starting a small business Unit 38. Business ethics Unit 39. Business and the economic environment Unit 41. Effective retailing Visit heinemann.co.uk/btec for free sample units and schemes of work. UK International t t f f international.enquiries@pearson.com w heinemann.co.uk w internationalschools.co.uk 13

16 OCR National Business OCR National Business Engaging resources written to match the specification Textbooks for Level 2 and 3 that really engage your students and offer full coverage. The for Level 2 is the only resource to cover both the mandatory and optional units whilst the for Level 3 covers four mandatory units and four of the option units. Level 2 Written to match the specifications and covers all the assessment so tutors can be sure that students have everything they need. Activities and case studies hold students interest and provide the opportunity to see how businesses operate in the real world. Level 3 OCR National Business Level Assessment objectives are defined in each unit so students have a clear outline of the knowledge, understanding and skills needed to pass. Case studies with questions and interesting activities encourage students to learn and put theory into context with links to actual business practice. Knowledge checks at the end of each unit enable candidates to assess their own progress. Level Karen Hough is chief co-ordinator of Business. Jackie Tye is a visiting moderator. Nick Colburn is a curriculum director. Questions encourage students to absorb and reflect over their learning. Students study real businesses which makes their learning more meaningful. 14 Download sample material at heinemann.co.uk/business. Sample pages from OCR National Level 2 Case studies help students to link theory with real business practice.

17 Other Business TEELINE GOLD STANDARD Marie Cartwright Business for Higher Awards, 2nd edition This offers full coverage of the Business HNC/HND, reinforcing the theory with case studies and activities to develop students knowledge and understanding. Pitched at the right level and sufficient depth of subject matter. I like it a lot! Judith Wallace, Business Lecturer, Warrington Collegiate Institute. Visit heinemann.co.uk/business for full details. Business for Higher Awards, 2nd edition Management and Communication Skills Essential skills for modern management. This range covers some of the core management and communication skills needed in the modern workplace: communication skills, interpersonal communication and supervisory management. People Communications and Organisations Supervisory Management (Betts) Typing Best-selling Teeline titles Teeline Education offers a shorthand examination service throughout the year to any recognised educational institution. Speeds range from wpm (in tens). For full details of examinations, application forms etc, please contact: Teeline Education, Rose Cottage, Wentloog Road, Rumney, Cardiff CF3 8ED. Tel: Teeline Revised Edition Teeline Fast Teeline Gold Coursebook The Teeline Gold Workbook Teeline Gold Word List Teeline Gold Student Pack Teeline for Journalists best-selling NCTJ Teeline Gold Standard Specifically designed for NCTJ journalism students to ensure that they get the support they need to succeed in their exam. Includes an introductory section to outline important principles and theory (the Teeline alphabet etc.) to give students a firm foundation for learning. A range of practice exercises offers learners drill materials from 50 WPM to 110 WPM and are designed to build learners speed and fluency at an incremental pace. Exercises are followed by past exam-style activities to offer additional practice and prepare learners for their Teeline exams. A free CD-ROM provides five hours worth of dictation passages in MP3 format so students have enough material to practice with. NCTJ Teeline Gold Standard * August 2009 *Prices are provisional until publication. Pitman Celebrating over 150 years of Pitman! Going strong after more than 150 years, Pitman New Era is still the shorthand of choice for many top secretaries and professional shorthand writers. Pitman New Era Shorthand Anniversary Edition Typing Skills Now you can achieve high speeds! Have you mastered the keyboard and need to achieve top speeds? Then this is the book for you updated, business-orientated practice material ideal for speed test training. Includes past papers from LCCI, RSA and Pitman Qualifications examinations. High-Powered Typewriting Drills (Whittle) UK International t t f f international.enquiries@pearson.com w heinemann.co.uk w internationalschools.co.uk 15

18 Business Software A flexible e-solution for teachers of any Level 3 Business course Designed especially for whole-class teaching using interactive whiteboards or projectors, this electronic resource helps you to deliver a wide variety of Business courses at Level 3 in a more engaging and visual way. Active Business Phil Guy Catherine Richards (+VAT) Visit heinemann.co.uk/bussoftware to see sample material. New reduced price of ! Thirty key business topics delivered by animated lesson presentations enhance teaching. Includes video and audio clips to bring key concepts alive. Interactive group activities give students the opportunity to become more involved and work together. Customisable lesson plans and student worksheets support and extend delivery of the electronic presentations to optimum effect. An invaluable syllabus mapping grid shows exactly where each topic fits into specific courses, to help you cover everything....has enabled me to bring more visual, interactive activities into my teaching, therefore appealing to a wider range of learning styles and allowing greater differentiation in lessons. Mr P. Mushrow, Curriculum Manager Business, Riverside College, Halton ecase?studies for Business VLE Video-based case studies exactly mapped to Level 2 qualifications CD ROM ecase Studies for Business Steve Richardson Catherine Richards Helen Coupland-Smith with Karen Hough (+VAT) ecase Studies for Business addresses the problem of schools and colleges struggling to get their students access to real businesses. Student understanding is developed and reinforced through a series of in-depth case studies drawn from today s business world, including video clips, resources and assignments mapped exactly to syllabus requirements. More effective classroom delivery video case studies enable learners to see theory in action. Saves you time assignments exactly mapped to Level 2 Business courses and to separate exam boards help with lesson planning. Greater flexibility activites are included to reinforce student learning in the classroom or at home. Easy to install onto college/school networks, stand-alone PCs and VLEs. View sample video clips and assignments online at heinemann.co.uk/bussoftware. New reduced price of ! 16 Sample video from ecase Studies for Business

19 Business and Administration NVQ/SVQ Business and Administration The best support for the NVQ/SVQ Business and Administration standards These full-colour books with free CD-ROMs are written especially for the NVQ/SVQ Business and Administration course at Levels 2 and 3. Chapter overviews allow candidates to see what they will have learnt by the end of each unit. S/NVQ Business and Administration Carol Carysforth, Maureen Rawlinson Level Level Visit heinemann.co.uk to view a full list of contents and free sample units. Sample pages from NVQ/SVQ Business and Administation Level 2 Over to you features reinforce each section with questions or problems for candidates to complete on their own or in a group. OCR Certificate In Administration Carol Carysforth, Sharon Spencer Mike Neild Level Level Level OCR Certificates in Administration Practical support for the OCR Certificate in Administration at every level Each book covers Units 1 4 with plenty of tasks to reinforce learning. Engages your students with practical assignments and case studies. Helps your students discover how administration is carried out in the workplace. Visit heinemann.co.uk/business for full details and contents list. UK t f myorders@pearson.com w heinemann.co.uk 17 International t f international.enquiries@pearson.com w internationalschools.co.uk

20 Economics OCR GCSE Economics Building skills for success in Economics Tailored to the new specification and packed with exam-focused activities, study skills and revision guidance, our OCR GCSE Economics is written at a level designed to focus on the skills students need for success. Endorsed by OCR for use with the 2009 OCR GCSE Economics specification. OCR GCSE Economics Christopher Bancroft Gordon Springall Amy Chapman Includes activities for whole-class and individual activities, as well as extra focus on more complex units, such as elasticity, supply and demand, and trade. Our popular Exam Café feature includes structured exam preparation throughout the course. Written by experienced subject experts and examiners. Evaluation Pack FREE May * May 2009 *Prices are provisional until publication. Learning objectives give clarity and structure to learning. A range of activities throughout encourage students to get thinking economically both on their own and as part of a group. Sample pages from OCR GCSE Economics 18

21 Economics Exam Café Exam Café enables you to engage the whole class in preparing for their exam through a range of revision tools and front-of-class activities. These will help all your students get the most out of their exam preparation time. The striking Exam Café pages feature in the at the end of each unit, and contain a selection of revision tools and examiner commentary on sample answers. Exam Café sections at the end of each unit consolidate learning in an inviting environment. Sample student answers with examiner commentary show students how they can improve their answers. Sample page from OCR GCSE Economics To download free sample material, visit heinemann.co.uk/economics. UK International t t f f international.enquiries@pearson.com w heinemann.co.uk w internationalschools.co.uk 19

22 Official Publisher Partnership Economics Economics AS Colin Bamford Susan Grant OCR A Level Economics, 2nd edition Colin Bamford Susan Grant Stephen Walton AS A OCR AS and A2 Economics, 2nd edition Developed in partnership with OCR to prepare your students thoroughly for their exams OCR and Heinemann have been working together as official partners to provide you with material for the new OCR A Level Economics specification. Written by an expert author team, each for AS and A2 guides students clearly through the specification to help them achieve their full potential in exams. Reflects the specification s emphasis on setting the subject in real-life and national and international contexts. An Economist s Toolkit section helps students to understand and apply the key skills. Provides students aspiring to A* with the Stretch and Challenge activities they need for A2. Contains our unique Exam Café section with comprehensive exam guidance and practice written by examiners. Relevant, up-to-date examples are worked into the text to ensure lively, enjoyable learning. Extension activities stretch and challenge students. In June 2007, the new LGV-Est line, France s fastest railway link, carried its first passengers between Paris and Strasbourg. This huge project costing an estimated 4bn (c. 2.7bn) took just five years to complete. This is in stark contrast to London s Crossrail project which was first proposed in 1989 and has been repeatedly delayed. To be fair, Crossrail is a hugely ambitious and in some respects controversial project. The intention is to link existing rail track between Maidenhead and Heathrow Airport in the west to Shenfield and Abbey Wood in the east. To achieve this involves large scale tunnelling under Central London and the construction of seven new stations. These are at Paddington, Bond Street, Tottenham Court Road, Farringdon, Liverpool Street, Whitechapel and Canary Wharf (see Figure 8.1). Cost-benefit analysis a method whereby the social costs and benefits of a project are compared in monetary terms. Funding Crossrail is a major issue. Although some central government funding will be available, the largest contribution will have to come from the private sector. Cross London Rail Links (CLRL) which is overseeing the project, is currently looking for financial backers for this 13bn project. Its cost-benefit appraisal of the scheme provides a convincing case for would-be backers (see below). Supporters of Crossrail argue that the proposed rail link is of national importance and not just of benefit to the London area. Top of the list is Mayor Livingstone who has stated Crossrail is vital for the incomes and jobs of Londoners it is even more important to London s long term prosperity than our victory in winning the Olympic Games. The Government is also very much in favour of the scheme for similar strategic reasons. Not all Londoners though are as enthusiastic as the Mayor is about Crossrail. In East London, for example, residents and politicians are concerned about the physical impact that will result from a six year construction phase. They are also concerned about the wider effects on the community, fearing that once operational, Crossrail will result in a rise in house prices forcing some families out of areas where they have lived for generations. Only time will tell whether, as one local MP has said, Crossrail will be another Millennium Dome. ECONOMIC APPRAISAL OF CROSSRAIL The case for Crossrail, like any major new transport infrastructure project, has to be justified through an economic appraisal. As in the case of roads, this is based on cost-benefit analysis and follows standard Department for Transport (DfT) principles that have been applied for almost 50 years. Table 8.1 below summarises the monetary values of these benefits and costs as estimated by CLRL. The benefits are split between trips made in the course of work and those made for leisure and commuting purposes. 1. (i) Explain why the valuation of travel time savings is an important item in transport cost-benefit analysis. (ii) Why is the opportunity cost of these travel time savings classified as a benefit? Extension 2. Discuss some of the likely measurement issues in estimating the wider impact effects of a project such as Crossrail. As this table shows, Crossrail is expected to generate over 16bn of user benefits, with about one third accruing for business trips that carry the highest value of time savings per hour of travel time saved. The cost-benefit analysis also considered the effect of Crossrail on net rail revenue. Crossrail s own revenue is an obvious benefit but account must also be made of the loss of revenue to other rail operators where passengers switch to Crossrail. There is also a reduced contribution to the Exchequer as motorists switching to Crossrail will pay less indirect taxation through fuel tax in particular. So far this summary of the cost-benefit analysis has followed the normal methodology. In planning Crossrail, one of the objectives has been to facilitate the continuing development of London s Finance and Business Services sector. This is an impact effect or secondary benefit arising from Crossrail. Route Map Maidenhead Taplow Burnham Slough Iver Langley West Drayton Surface line Tunnel Portal (tunnel entrance and exit) * Subject to safety approval. Crossrail trains will serve Maryland Station using selective door opening. Heathrow Hayes & Harlington Southhall Hanwell West Ealing Ealing Broadway Acton Main Line Paddington Bond Street Tottenham Court Road Faringdon Liverpool Street Gidea Park Whitechapel Stratford *Maryland Forest Gate Isle of Dogs Manor Park Ilford Custom House Seven Kings Goodmayes Abbey Wood Chadwell Heath Romford Harold Wood Brentwood Shenfield Leisure/Commuting trips Capital costs 10,626 time savings Maintenance costs 1,606 improved quality 2,889 Operating costs 1,670 other 355 Business trips Total costs 13,902 time savings 4,847 other 17 Total benefits 16,093 Figure 8.1 Proposed Crossrail route map Table 8.1 Projected user benefits and costs of Crossrail (present value) Source : Cross London Rail Links, 2005 Sample pages from OCR A2 Economics 20

23 Economics Economics Exam Café A2 Our unique Exam Café section gives students a motivating way to prepare thoroughly for their exams. Exemplar answers, annotated with examiner feedback, show students what is expected of them and there are helpful hints on exam preparation and effective revision techniques. Colin Bamford Susan Grant Stephen Watton Examiners give guidance on how the exam is structured and what is being tested. Students get concrete, practical advice to help them start preparing for their exam. Official Publisher Partnership Exam Café Relax, Refresh, Result! As with the Unit 1, the Unit 2 exam consists of data in the form of text and a diagram or table. There is usually between 12 and 14 questions set on this information. The more straightforward questions tend to be at the start of the paper and the more demanding ones towards the end. Getting started To build up your examination skills and to reinforce your understanding of the topics and concepts before the Unit 2 exam, it would be a good idea to: = Check definitions of key words. You might do this by testing another member of your class in return for him or her testing you. You could also write the definitions on cards or a wall chart. It would also be useful to draw an aggregate demand and aggregate supply diagram and place it on your wall at home or somewhere else where you will see it regularly. = Make sure that you have completed all the activities in the chapters in Part 2. = Produce tables and spider diagrams to summarise key points, make comparisons and show links. = Practise answering past examination papers this will make the exam seem less daunting. On opening the paper, first read through the questions. You may want to highlight the command words and other key words. Then check the data, again highlighting any key words. It pays to answer the questions in order. Forming your answers to the earlier questions, should help you to answer the later questions. It should also mean that your answers do not overlap. Some of the questions on the paper will require you to interpret the data. This may, for instance, mean that you have to identify certain points from the text, explain what a table shows and comment on the trend shown in a graph. The last question on the paper is an evaluative one which starts with the word discuss. It is the highest mark question. You should spend approximately 20 minutes on your answer to this question. Revision checklist Any diagrams you draw in your answers should be clear, well labelled and accurate. Make sure you know all the components of aggregate demand and can explain the influences on each one. As well as paying attention to command words, you should also take into account how many marks are being awarded and the space provided in the answer booklet. Find examples of real-world causes of changes in aggregate supply. For example, a question may ask you to state two components of aggregate demand. It may give two marks and the answer booklet may provide just one or two lines. In this case just write, for instance, consumption and investment. You should not waste time and effort stating more than two or describing or explaining two. Draw aggregate demand and aggregate supply diagrams to show the effect of real world changes e.g. the impact on the US economy of the US Federal Reserve Bank cutting the rate of interest. In contrast, a question asking you to explain or analyse will require more depth. For example, in answering the question Explain the effect of a rise in the rate of interest on consumption it would not be sufficient to just state consumption would fall. You should explain how the change in the rate of interest would affect the incentive to save, the cost of borrowing and discretionary income. Check that you can distinguish between injections and leakages and that you can explain their links to the circular flow. Confirm your understanding of the meaning of government macroeconomic policy objectives and how the key policy indicators are measured. Make use of up to date figures to assess how some economies are performing. 4 Exam Café Exam Café 5 Sample pages from OCR AS Economics Exam Café Revision checklists remind students of the key concepts, topics and skills they need to revise for the exam. Examiners give guidance on possible approaches to questions. Visit heinemann.co.uk/economics to download free sample material. For information on our Government and Politics resources and other Social Science resources, please download our Social Science catalogue from myorders@pearson.com w heinemann.co.uk UK t f International t f international.enquiries@pearson.com w internationalschools.co.uk 21

24 Economics AS and A2 Economics for AQA, 2nd edition Closely mapped to the AQA specification to ensure all your students reach their full potential A Level Economics for AQA, 2nd edition Chris Vidler, Charles Smith AS A Written by well regarded authors Charles Smith and Chris Vidler, the AS and A2 Economics for AQA s match the specification so you can be sure they cover exactly what you need. With plenty of activities, practice questions and exam guidance, these titles offer the right depth of content so your students really understand how to achieve the best grades. Our unique Exam Café feature gives students a motivating way to prepare thoroughly for their exams - it includes guidance from an examiner and practice mock exam questions. Support for all abilities includes A2 activities which stretch and challenge your students. Activities and Economics in Context case studies apply theory in real information in a global and national context. Includes greater depth of content and explanation of key concepts. Provides distinct AS and A2 strands with clear progression between them. Visit heinemann.co.uk/economics to download free sample material. Studies in Economics and Business Topical books offering thorough coverage This series is ideal for AS, A2 or IB students looking for in-depth information on particular business and economics topics. Studies in Economics and Business Series Editor Susan Grant is an experienced author and examiner. She currently teaches Economics at Witney College, Oxfordshire. 22 Take a look at the awarding body specification matching chart at heinemann.co.uk/sebchart. For further details on each title in the series, visit heinemann.co.uk/secondary. Each handy, topic-based book reflects a specification heading, so you can mix and match to suit the course. The series covers European and global perspectives so students can deal with the most up-to-date exam specifications. Specimen exam papers provide assessment practice. In-depth coverage of each topic also provides a firm foundation for undergraduate study. ordering details Economics The European Union, 5th edition Transport Economics, 4th edition Development Economics, 2nd edition Environmental Economics, 3rd edition Business Economics Markets Markets and Market Failure Supply Side Policies, 4th edition The UK Economy in a Global Context Business Corporate Strategy External Influences Human Resource Management Marketing

25 Customer Service/Call Handling NVQ/SVQ Level 2 Customer Service, 2nd edition Full support for the latest NVQ/SVQ Level 2 Customer Service standards S/NVQ Level 2 Customer Service, 2nd edition Sally Bradley is a trainer and assessor for the ICS Written to match the latest specification, this is the only book mapped specifically to the S/NVQ Level 2 and covers the two mandatory units and ten option units. Case studies give students the opportunity to analyse and discuss real-life situations and to practise their skills. Active knowledge activities encourage students to draw upon experience in their own workplace as evidence for assessment. Visit heinemann.co.uk to view a sample unit. contents Unit 1. Prepare yourself to deliver good customer service Unit 5. Provide customer service within the rules Unit 6. Recognise and deal with customer queries, requests and problems Unit 9. Give customers a positive impression of yourself and your organisation Unit 12. Live up to the customer service promise Unit 13. Make customer service personal Unit 15. Deal with customers in writing or using ICT Unit 16. Deal with customers face to face Unit 17. Deal with customers by telephone Unit 21. Deliver reliable customer service Unit 31. Resolve customer service problems Unit 36. Develop customer relationships Other resources Sure Skills Motivating learners to achieve their literacy and numeracy goals Sure Skills offers the perfect balance of step-by-step elearning which focuses on a range of topics, along with interactive activities and mini-tests to build learners skills and confidence. Sure Skills online courses are available for Literacy and Numeracy at Entry 3, and Levels 1 and 2 on annual subscription and come with additional tutor support. NVQ/SVQ Level 3 Customer Service Provides full coverage of the pre-2007 specification. NVQ/SVQ Level 3 Customer Service Sure Skills Tutor Support Packs with CD-ROMs for Entry 1 and Entry 2 Must-have tutor support to help deliver Entry Level 1 and 2 Literacy and Numeracy. Benefit from a bank of differentiated activities to support learners at Entry 1 and 2, and presentation materials to reinforce key concepts. The CD-ROM provides customisable resources that save you time with planning. Sign up for the Skills for Life enewsletter at heinemann.co.uk/enews. View a demonstration and see sample elearning and activities at heinemann.co.uk/sureskills. Work-Wise A good-value, write-in book to help students develop employability and enterprise capabilities including muchneeded financial and economic understanding (pack of 10) NVQ/SVQ Level 2 Call Handling Operations Clear accessible text to cover this award comprehensively. NVQ/SVQ Level 2 Call Handling Operations Candidate Handbook Key Skills Activity Packs Flexible Activity Packs with CD-ROMs for Application of Number, Communication and ICT at Levels 1 and 2 for the latest core basic skills curriculum. Application of Number Level (+VAT) Application of Number Level (+VAT) Communication Level (+VAT) Communication Level (+VAT) ICT Level (+VAT) ICT Level (+VAT) UK International t t f f international.enquiries@pearson.com w heinemann.co.uk w internationalschools.co.uk 23