PROSPECTUS 2020 - Industry Training Solutions

 
PROSPECTUS 2020 - Industry Training Solutions
2020
PROSPECTUS

NZQA REGISTERED,
CATEGORY ONE,
PROVIDER #7837
PROSPECTUS 2020 - Industry Training Solutions
Poppy Clapperton                      Customer                           Head Office
                                                                                                                                                      Managing Director                     Service Team                       Level 1, 515 Main Street
                                                                                                                                                      P: 06 356 2736                        0800 464 487                       Palmerston North, 4410
                                                                                                                                                      M: 021 529 669                        schools@its.ac.nz
                                                                                                                                                      0800 476 779                          www.its.ac.nz/schools              Palmerston North Campus
                                                                                                                                                      poppy@its.ac.nz                                                          Level 1, 515 Main Street
                                                                                                                                                                                                                               Palmerston North, 4410

                                                                                                                                                                                                                               Waikato Campus
                                                                                                                                                                                                                               Level 1, 153 Victoria Street
                                                                                                                                                                                                                               Hamilton, 3204

Established in 2001, we set out on
a mission. Our mission was simple:
deliver quality training.

A word from Poppy                                                                                                             Other Products                                                 Seaside Sally’s
It’s 2020 already and what a blast we are having at ITS!       ITS are committed to the continued development and             We have a range of Gateway packages and individual units       Seaside Sally’s is a unique, simulated workplace model
We are buzzing with the number of schools throughout           upskilling of our tutors, which contributes to our success.    available to order by correspondence, so your students         created in 2015 by Poppy and the staff at ITS for use in
Aotearoa who have trusted us with their students’ learning     With our unique style of “hands-on” teaching, students can     can enhance their learning at school by working on extra       teaching popular topics and unit standards. Seaside
journeys.                                                      quickly gain practical skills and knowledge they need to       unit standards at their own pace. These products were          Sally’s is a café, retail outlet and adventure park based on
                                                               grow their kete.                                               embraced by schools in 2019 from Kaitaia to Bluff and are a    the “Island of St de Pier”. It is used for all our hospitality
We are excited about the huge range of unit standards                                                                         great option to consider. Full details about these packages    and retail assessments where practical assessment in
and courses you can now choose to study. We work hard          Through manaakitanga and whanaungatanga, we gather             and individual units are available on our website.             a simulated workplace is required. It is also used as a
to balance your needs, the needs of your students AND          the people, raise them up and embrace them as they join                                                                       context for many other units we deliver.
employers. ITS can cater for a great range of abilities        the ITS waka which traverses some amazing learning             As well as coming to you to deliver any of the courses
and are proud of the outcomes and achievements of our          journeys and transforms lives.                                 in this prospectus, we also run a selection of our most        Seaside Sally’s has a full staff manual, including workplace
learners.                                                                                                                     popular courses on a regular basis. These are open to all      policies and procedures, and a full set of props. With a
                                                               We pride ourselves on being a proactive and adaptable          schools and are available for you to book in students on an    stage set and props to create the workplace environment,
Since 2001, ITS has worked closely in the corporate world      training organisation. I invite you to contact me to discuss   individual basis - so if you only have one or two students     students can get into their new roles and act out the skills
with schools and employers around the country. Since           your needs for 2020 and beyond.                                interested in a particular course, this is a great option      they are studying. Their learning becomes real rather
2016 we have been committed to meeting employers’                                                                             to have up your sleeve. We’ve had great feedback from          than imagined. In fact, we make Sally’s so believable that
needs with soft skills training. We continue to research       Ngā mihi                                                       students who have attended these courses, they really          sometimes students are not quite sure if the Island of St de
the needs of employers in our changing world and the                                                                          enjoy meeting new people and having the opportunity to         Pier is real or not ...

                                                               Poppy
knowledge we gain through this, shapes the training we                                                                        mix with students from other schools.
offer. This includes a Life and Communication Skills section
which will help students prepare for work with employers in
the future.
PROSPECTUS 2020 - Industry Training Solutions
CONTENTS
                                                                                                                                                              7                                       15
                                                                                                                                                                              LIFE AND                                TEAMWORK

                          I N G
                                                                                                                                                                              COMMUNICATION

                   LEAR N
                                                                                                                                                                              SKILLS

                                                                                                                                                              8    Toolkit for Study, Work and Life   17    Teamwork
                                                                                                                                                              9    Interview Skills                   17    Team Barbecue
                                                                                                                                                              9    Plan your Future
                                                                                                                                                              9    Manage Stress and Develop
                                                                                                                                                                   Resilience
                                                                                                                                                              10   Introduction to Employment
                                                                                                                                                              10   Tutuki
                                                                                                                                                              11   X Factor Plus – Level 2
                                                                                                                                                              12   Leadership 101
                                                                                                                                                              12   Drug and Alcohol Awareness
                                                                                                                                                              13   Hāpai
                                                                                                                                                              13   X Factor Plus – Level 3

              96%                                           97%                               98%

                                                                                                                          19                                  23                                       27
                                                                                                                                           LOGISTICS,                          CUSTOMER                                COFFEE
                                                                                                                                           DISTRIBUTION &                      SERVICE
                                                                                                                                           WAREHOUSING                         AND RETAIL
                                                                                                                                           TASTERS
     96% of students said                    97% achievement rate for                   98% achievement
       their tutors made                    Maori and Pasifika students                   rate overall                    21    Logistics and Distribution,   24    Introduction to Customer           29    Coffee Essentials
      learning enjoyable                                                                                                  21    Warehousing Basics                  Service                            29    Barista 101
                                                                                                                                Store Detective               24    The Wonderful World of Retail
                                                                                                                                                                    Level 2
                                                                                                                                                              25    Store Detective
                                                                                                                                                              25    The Wonderful World of Retail
                                                                                                                                                                    Level 3

We are, where you are.
We can come to your school and deliver exciting,             All our courses can be tailored to suit you and your

                                                                                                                         31                                   36
interactive courses to your whole class (prices quoted       students’ needs. Our customer service team will work with                   HOSPITALITY                         THE NITTY GRITTY
are based on minimum 14 students unless otherwise            you every step of the way to make sure you have the right
stated). Ask us for a quote whether your numbers are         product for your students.
higher or lower as we are happy to meet your needs.
                                                             We bring everything; learning and assessment material,
If you don’t have the space, let’s work together on that.    equipment, props and supplies required, staff and our       32    High Tea
We can help!                                                 100% commitment to do what we do, do well!                  32    Café Counter Service
                                                                                                                         32    Basic Food Safety
                                                                                                                         33    Alcohol Management Course
                                                                                                                         33    Bartenders ABC
                                                                                                                         33    Comprehensive Food Safety

Industry
Training
Solutions
PROSPECTUS 2020 - Industry Training Solutions
7

            LI F E  A  N D
                    M  U N I C A T I O N
            COM
            S K  I L L S
               “ than he finds.
                 - Francis Bacon
                                 “
                 A wise man will make
                 more opportunities
                                        The Post-Millennials Guide to Life
                                        These course options are perfect for secondary students
                                        and those who are moving out of home for the first time.
                                        Whether they are heading away for further study, to work in
                                        other locations, or looking for skills to assist in gaining part
                                        time employment whilst completing their studies, these
                                        courses will ensure they have some excellent life skills in
                                        their kete.

                                        These essential but often overlooked skills will help give
                                        them the edge in being successful in making their way in
                                        the real world.

Industry
Training
Solutions
PROSPECTUS 2020 - Industry Training Solutions
8                                                                                                                                                                                                                      LIFE AND COMMUNICATION SKILLS          9

        E L O N E                                                                                                                    V E L T W O
    LEV                                                                                                                           LE
TOOLKIT FOR STUDY,                                                                  TOOLKIT FOR STUDY,                          INTERVIEW SKILLS                          PLAN YOUR FUTURE                           MANAGE STRESS AND
WORK AND LIFE - 5 DAYS                      NZQA unit 1978 v9 3 credits             WORK AND LIFE - 1 DAY                                                                                                            DEVELOP RESILIENCE
                                            Identify and describe basic
Level       1          Duration    5 days   employment rights and                   Level      1          Duration    1 day     Level:     2          Duration   1 day    Level:     2          Duration   1 day     Level:     2         Duration    1 day
                                            responsibilities, and sources of
Credits     20         Cost        $550     information and assistance.                                   Cost        $145      Credits:   2          Cost       $145     Credits:   3          Cost       $145      Credits:   3         Cost        $145

This is a must-have toolkit for study,      NZQA unit 4249 v8 3 credits             If you want to study specific areas,        This course builds students’              This is a great tool for students          Stress is a part of our everyday lives
work and life.                              Describe obligations as an employee     you can. Mix and match to create            confidence to be able to interview well   planning their next steps, whether it      that has physical, emotional and
                                                                                    your own 1-day course.                      and make a positive impression.           is deciding on their university major or   behavioural consequences. Some
All students who complete this course       NZQA Unit 497 v10 3 credits                                                                                                   preparing to join the workforce.           stress is good, too much is not helpful.
with us will grow in confidence by          Demonstrate knowledge of workplace      Choose any two of the units from the        They will learn to sell themselves in
gaining knowledge of real workplace         health and safety requirements          5-day course and we will deliver them       the best way possible.                    It’s an enlightening course for the        This workshop will help students to
rules and expectations of wellness,                                                 as a one day course for you.                                                          students as they work through the          recognise the symptoms of stress
behaviour and timeliness. They’ll           NZQA unit 548 v9 2 credits                                                          Action-packed with mock interviews,       process of recognising what they           and introduce them to strategies for
learn about Heath & Safety and gain         Demonstrate knowledge of the impact     Just let us know which two units you        this course achieves maximum              want to do in life, how they want to       managing that stress and developing
understanding of the impact drugs           of alcohol and other drugs              would like us to deliver.                   results!                                  live, researching the budget they will     resilience.
and alcohol can have.                                                                                                                                                     need and what they need to do to
                                            NZQA unit 24709 v4 3 credits                                                                                                  achieve their goals
Essential self-management skills are        Produce a balanced budget to                                                                                                                                             NZQA unit 12355 v6 3 credits
                                                                                                                                NZQA unit 1294 v7 2 credits
also covered, including budgeting,          manage personal finances                                                                                                      Access to I-pads/tablets/computers         Describe strategies for managing
                                                                                                                                Be interviewed in a formal interview
understanding how to read financial                                                                                                                                       will be needed to assist in research.      stress
documents and anger management.             NZQA Unit 24705 V3 2 credits
                                            Interpret and confirm accuracy of
Everything is based around our              financial documents for personal                                                                                              NZQA unit 10781 v6 3 credits
simulated workplace, Seaside                financial capability                                                                                                          Produce a plan for own future
Sally’s to give students a context                                                                                                                                        directions
to understand real workplace rules,         NZQA Unit 12348 v5 2 credits
and practice some basic workplace           Demonstrate knowledge of anger and
skills, including a light introduction to   options for dealing with anger issues
customer service.
                                            NZQA unit 56 v9 2 credits
                                            Respond orally to customer enquiries

            “                                                                                                                              “
                       TEACHERS SAY                                                                                                                   STUDENTS SAY

                       It’s great to have                                                                                                             It was interesting to learn
                       the practical                                                                                                                  how body language and first
                       experience to                                                LOOKING FOR SOMETHING ELSE?
                                                                                    We understand your students have
                                                                                                                                                      appearances can influence an
                       underpin learning.”                                          different needs. ITS can create a bespoke
                                                                                    training package upon request. Our
                                                                                                                                                      employer’s impression of you.”
                                                                                    customer service team is here to help on
                                                                                    0800 464 487 or email schools@its.ac.nz

Industry
Training
Solutions
PROSPECTUS 2020 - Industry Training Solutions
10                                                                                                                                                                                                          LIFE AND COMMUNICATION SKILLS   11

 LE V E L T W O
INTRODUCTION TO                          TUTUKI                                                                             X FACTOR PLUS LEVEL 2
EMPLOYMENT
                                                                                                                            Level:     2        Duration   4 days
Level:      2        Duration   2 days   Level:     2          Duration    2 days                                                                                   NZQA unit 24871 v4 2 credits
                                                                                                                            Credits:   19       Cost       $450     Complete complex forms
Credits:    8        Cost       $245     Credits:   11         Cost        $245
                                                                                                                                                                    NZQA unit 1979 v10 3 credits
                                                                                                                            This awesome, action-packed 4-day
                                                                                                                                                                    Describe employment agreements
Wanting to start work? This great        To extend and succeed – an                                                         course launches students on their
2-day course will help students get      inspirational, empowering journey          NZQA unit 377 v8 2 credits              employment journey as they are taken
                                                                                                                                                                    NZQA unit 7123 v7 3 credits
to grips with what to expect when        that’s full of fun!                        Demonstrate knowledge of diversity in   through the induction programme
                                                                                                                                                                    Apply a problem-solving method to a
starting a new job.                                                                 workplaces                              of our simulated workplace, Sally’s
                                                                                                                                                                    problem
                                         Tutuki is perfect for developing                                                   Adventure Park. This course is for
Learners will be taken through how       personal communication skills,             NZQA unit 9677 v10 3 credits            anyone who likes fun and interactive
                                                                                                                                                                    NZQA unit 9677 v10 3 credits
to understand your employment            good manners, etiquette and                Communicate in a team or group          learning.
                                                                                                                                                                    Communicate in a group/team which
contract, your rights and what you       behaviour that is appropriate in the       which has an objective                                                          has an objective
need to know when you become             workplace.                                                                         Everyone who completes X Factor
employed.                                                                           NZQA unit 12349 v6 3 credits            Plus Level 2 will be equipped
                                                                                                                                                                    NZQA unit 377 v7 8 2 credits
                                         Knowing how to act and behave              Demonstrate knowledge of time           with essential written and oral
                                                                                                                                                                    Demonstrate knowledge of diversity in
                                         appropriately in a workplace is a life     management                              communication skills, employment
                                                                                                                                                                    the workplace
                                         changer!                                                                           law knowledge and customer service
NZQA unit 1979 v10 3 credits
                                                                                NZQA unit 12355 v6 3 credits                skills.
Describe employment agreements                                                                                                                                      NZQA unit 11941 v7 2 credits
                                         Starting a new job will be an exciting Describe strategies for managing                                                    Establish and maintain positive
                                         and scary step, so students will also  stress                                      This will ensure the students’
NZQA unit 24871 v4 2 credits                                                                                                                                        customer service interactions in a
                                         learn the importance of recognising                                                transition into a workplace can be
Complete complex forms                                                                                                                                              retail environment
                                         the symptoms of stress, and will                                                   completed to standards acceptable to
                                         be introduced to strategies for                                                    employers. As a result, students will
NZQA unit 7123 v7 3 credits                                                                                                                                         NZQA unit 57 v9 2 credits
                                         managing that stress, including taking                                             have confidence and feel prepared to
Apply a problem-solving method to a                                                                                                                                 Provide customer service
                                         preventative measures such as time                                                 enter any industry.
problem
                                         management.
                                                                                                                                                                    NZQA unit 28145 v1 2 credits
                                                                                                                                                                    Interact with customers in a service
                                                                                                                                                                    delivery context.

                                                                                                                                                   “              STUDENTS SAY

                                                                                                                                                                  Simple and fun tasks
                                                                                                                                                                  helped us better
                                                                                                                                                                  understand and learn
                                                                                                                                                                  everything in the
Industry
Training
                                                                                                                                                                  course.”
Solutions
PROSPECTUS 2020 - Industry Training Solutions
12                                                                                                                                                                                                                          LIFE AND COMMUNICATION SKILLS       13

           L T H R E E                                                                                                                   L T H R E E
     LEV E                                                                                                                          LEVE
     LEADERSHIP 101                                                                       DRUG AND ALCOHOL                        HĀPAI                                     X FACTOR PLUS LEVEL 3
                                                                                          AWARENESS
                                                interpret non-verbal communication.
     Level:     3          Duration    2 days   Combine all of this with challenging     Level:     3         Duration   1 day    Level:     3         Duration    3 days   Level:      3         Duration       5 days
                                                team activities and we’ll ensure their
     Credits:   9          Cost        $245     leadership skills are developed and      Credits:   4         Cost       $145                                                                                             NZQA unit 9705 v7 3 credits
                                                                                                                                  Credits:   12        Cost        $320     Credits:    21        Cost           $550
                                                enhanced in this fast paced, action                                                                                                                                       Give feedback on performance in the
                                                packed two-day programme.                                                                                                                                                 workplace

                                                                                                                                  This is a new course for 2020 that        “Must-have” communication skills for
     One of our top sellers, Leadership         The units are from the First Line        This workshop is a journey of                                                                                                    NZQA unit 11097 v5 3 credits
                                                                                                                                  focuses on some real work-readiness       leaders.
     101 is about communication and the         Management strand and are designed       discovery. Students are enlightened                                                                                              Listen actively to gain information in
                                                                                                                                  skills. Hāpai - To lift up, support,
     confidence you need to be a leader.        for learners who are using and/or        on how to keep themselves safe at                                                                                                an interactive situation
                                                                                                                                  elevate, to start off on a new journey.   All students who complete X
     The course is more than that – magic       will use leadership skills in a          work and what to do if there are other
                                                                                                                                                                            Factor Plus Level 3 with us grow in
     happens. We have the shyest non-           workplace, so is perfect for high        workers with drug and/or alcohol                                                                                                 NZQA unit 9681 v7 3 credits
                                                                                                                                  Again we use our Seaside Sally’s          confidence; they enjoy challenges
     communicators speaking up as they          achieving Year 13 students.              related problems.                                                                                                                Contribute in a group/team which has
                                                                                                                                  workplace to set the scene and give       like speaking to groups and giving
     learn to break down barriers that                                                                                                                                                                                    an objective
                                                                                                                                  the students a real context to work       feedback even in tough situations.
     prevent the greatest of opportunities.                                              As this is an area that is now very
                                                                                                                                  within. There’s a strong focus on self-
                                                                                         important under the new legislation,                                                                                             NZQA unit 9694 v8 4 credits
                                                                                                                                  management and giving students an         This course includes units from our
     When students take on this leadership                                               this course will add a valuable                                                                                                  Demonstrate and apply knowledge of
                                                                                                                                  awareness of other factors that can       leadership 101 course, designed
     course it’s hands on, there is nowhere     NZQA unit 9705 v7 3 credits              qualification to the CVs of your                                                                                                 communication process theory
                                                                                                                                  affect how they perform at work.          for learners to build confidence,
     to hide, and it changes lives – truly      Give feedback on performance in the      potential workplace leaders or people
                                                                                                                                                                            communication and leadership in a
     inspirational for all young people.        workplace                                going to work in small businesses that                                                                                           NZQA unit 11818 v6 2 credits
                                                                                                                                                                            workplace.
                                                                                         may not have policies in place in this                                                                                           Demonstrate and apply product and/
                                                                                                                                  NZQA unit 9694 v8 4 credits
     Future leaders who complete                NZQA unit 11097 v5 3 credits             area.                                                                                                                            or service knowledge
                                                                                                                                  Demonstrate and apply knowledge of        Their knowledge of communication
     Leadership 101 with ITS will have          Listen actively to gain information in                                            communication process theory              develops, and they appreciate the
     the confidence and skills to listen to     an interactive situation                                                                                                                                                  NZQA unit 11831 v7 6 credits
                                                                                                                                                                            importance of asking the right
     more than words and give feedback                                                   NZQA unit 22316 v6 4 credits                                                                                                     Apply skills and qualities of a
                                                                                                                                  NZQA unit 22316 v6 4 credits              questions and giving appropriate
     required to maintain a positive team.      NZQA unit 9681 v7 3 credits              Demonstrate knowledge of the                                                                                                     salesperson in a retail or distribution
                                                                                                                                  Demonstrate knowledge of the              responses in a variety of situations.
                                                Contribute within a team or group        management of drug and alcohol                                                                                                   environment
                                                                                                                                  management of drug and alcohol-
     They’ll learn to listen actively and       which has an objective                   related problems in the workplace        related problems in the workplace.        Again, we use our Seaside Sally’s
                                                                                                                                                                            workplace to set the scene and give

                                  “
                                                                                                                                  NZQA unit 21337 v4 2 credits              students a real context to work within.
                                                                                                                                  Demonstrate knowledge of sleep and
                                                                                                                                  sleep management in relation to work      This is a great option for Year 13
                                                                                                                                  performance                               students.

                                                                                                                                                                            “
                                              If your actions inspire                                                             NZQA unit 376 v8 2 credits
                                                                                                                                  Employ customer service techniques
                                              others to dream more,                                                               to accommodate customer behaviour
                                                                                                                                  styles in a workplace
                                                                                                                                                                                       STUDENTS SAY

                                              learn more, do more and                                                                                                                  The X Factor course was
                                              become more, you are a                                                                                                                   amazing ... I really enjoyed the
                                              leader.”                                                                                                                                 way we were taught ... there
                                              - JOHN QUINCY ADAMS
Industry
                                                                                                                                                                                       was always so much energy.”
Training
Solutions
PROSPECTUS 2020 - Industry Training Solutions
15

            TEAM W O R K

            “
                Talent wins games,
                but teamwork and
                intelligence win
                championships."
                - Michael Jordan

Industry
Training
Solutions
PROSPECTUS 2020 - Industry Training Solutions
16                                                                                     TEAMWORK   17

                 TEAMWORK                                 TEAM BARBECUE
                 Level:     2 or 3   Duration   1 day     Level:     2 or 3   Duration   2 days

                 Credits:   3        Cost       $145      Credits:   7        Cost       $260

                 Understanding the dynamics of            Students work together as a team
                 teams and how to be a positive team      over two days to create and serve
                 member is a must-have skill for          a BBQ meal. This is a very popular
                 everyone.                                course with great outcomes – big
                                                          “WOWS” and “YUMS”! It shows the
                 This is a classroom based course,        students some useful team, BBQ and
                 using highly interactive practical       food safety skills that go way beyond
                 activities to learn and understand the   the sausage sizzle. You can have this
                 dynamics of teams, how to contribute     programme run as Level 2, Level 3 or a
                 in a positive way and encourage other    combination of both Level 2 and 3.
                 team members.

                                                          NZQA unit 9677 v10 (level 2)
                 NZQA unit 9677 v10 (level 2)             3 credits
                 3 credits                                Communicate in a team or group
                 Communicate in a group/team which        which has an objective
                 has an objective
                                                          NZQA unit 167 v8 (level 2)
                 OR                                       4 credits
                                                          Practice food safety methods in a
                 NZQA unit 9681 v7 (level 3)              food business under supervision
                 3 credits
                 Contribute in a group/team which has     OR
                 an objective
                                                          NZQA unit 9681 v7 (level 3)
                                                          3 credits
                                                          Contribute in a group/team which has
                                                          an objective

                                                          NZQA unit 168 v7 (level 3)
                                                          4 credits
                                                          Demonstrate knowledge of food
                                                          contamination hazards and control
                                                          methods used in a food business

Industry
Training
Solutions
19

            L O G I S T I C S ,
                 T R I B  U T I O N
            DIS                      N G
                     R E  H O  U S I
            & WA
             TA S T  E R S

               “
                   The line between      All courses will take place in the context of our own famous
                                         Seaside Sally’s (in this case Sally’s Distribution Centre)
                   disorder and order    which supplies Seaside Sally’s Café & Retail outlets and
                   lies in logistics…”   Sally’s Adventure Parks. Every day will include plenty of role
                   – Sun Tzu             play, making the subjects fun, interesting and real for the
                                         students.

Industry
Training
Solutions
20                                                                                        LOGISTICS AND DISTRIBUTION   21

                      E L T H R E E
                  LEV
                 LOGISTICS AND                            STORE DETECTIVE
                 DISTRIBUTION,
                 WAREHOUSING BASICS
                 Level:     3        Duration   2 days    Level:      3          Duration    2 days

                 Credits:   10       Cost       $270      Credits:    7          Cost        $245

                  A great introduction to the world of    A skill valued by employers, “Store
                  logistics and distribution – over the   Detective” helps students understand
                  course of this interactive programme,   the psychology of theft and the
                  we will translate the jargon and help   devastating impact it can have on
                  to turn what could be overwhelming      businesses.
                  technical terms into practical,
                  everyday language. We will make         Learn the legal definitions and then
                  sense of the technical and take the     practice your skill to spot staff theft
                  fear out of the unknown.                and fraud. Learn what to look for,
                                                          and how to react! A great course for
                                                          anyone thinking about a career in
                                                          retail, distribution and logistics, or a
                  NZQA unit 28497 v2                      small business owner.
                  Demonstrate technical knowledge of
                  distribution facility operations
                                                          NZQA unit 24999 v2 4 credits
                                                          Explain practices to detect and
                                                          reduce staff theft and fraud in a retail
                                                          or distribution environment

                                                          NZQA unit 24996 v2 3 credits
                                                          Explain the legal definitions and
                                                          consequences of theft and fraud in a
                                                          retail or distribution environment

Industry
Training
Solutions
23

            CUST   O  M E R
            SE R V I C E
            AND R    E T A I L

            “
                Smell the roses. Smell the
                coffee. Whatever it is that
                makes you happy."
                - Rita Moreno

Industry
Training
Solutions
24                                                                                                                                                                             CUSTOMER SERVICE AND RETAIL 25

           T W O                                                                                T H R E E
   LEV E L                                                                                LEVEL
  INTRODUCTION TO                            THE WONDERFUL                                STORE DETECTIVE                             THE WONDERFUL
  CUSTOMER SERVICE                           WORLD OF RETAIL                                                                          WORLD OF RETAIL
                                             LEVEL 2                                                                                  LEVEL 3
  Level:     2         Duration     2 days   Level:     2          Duration    2 days     Level:      3          Duration    2 days   Level:     3          Duration    2 days

  Credits:   10        Cost         $245     Credits:   13         Cost        $245       Credits:    7          Cost        $245     Credits:   8          Cost        $245

  Essential training for all employees       This all takes place at Seaside Sally’s                                                  Another hands-on, practical
                                                                                          A skill valued by employers, “Store
  in any industry in New Zealand, this       our simulated ‘world famous seaside                                                      course full of role play and fun. This
                                                                                          Detective” helps students understand
  amazing two-day course builds the          shop’. Many students work in part                                                        programme takes students to the
                                                                                          the psychology of theft and the
  confidence to give great service           time roles or aspire to a career in a                                                    next level in customer service –
                                                                                          devastating impact it can have on
  and covers issues such as personal         customer service or retail role. This                                                    teaching them the value of product
                                                                                          businesses.
  grooming and successful positive           course teaches valuable practical                                                        knowledge and how to use this to
  communication. Learn the five values       retail skills and Seaside Sally’s shop is                                                increase their sales.
                                                                                          Learn the legal definitions and then
  of GREAT customer service and be a         amazing fun.                                 practice your skill to spot staff theft
  service star!
                                                                                          and fraud. Learn what to look for,
                                                                                          and how to react! A great course for
                                                                                          anyone thinking about a career in
  NZQA unit 11968 v9 4 credits               NZQA unit 11938 v6 5 credits                 retail, distribution and logistics, or a    NZQA unit 11818 v6 2 credits
  Demonstrate and apply knowledge of         Assist customers to select goods             small business owner.                       Demonstrate and apply product
  legislation applicable to sale of goods    and/or services                                                                          and/or service knowledge
  and services
                                             NZQA unit 11971 v7 3 credits                                                             NZQA unit 11831 v7 6 credits
  NZQA unit 57 v9 2 credits                  Use safe work practices in a retail                                                      Apply skills and qualities of a
  Provide customer service                   environment under supervision                NZQA unit 24999 v2 4 credits
                                                                                                                                      salesperson in a retail or
                                                                                          Explain practices to detect and
                                                                                                                                      distribution environment
  NZQA unit 11941 v7 2 credits               NZQA unit 24997 v4 5 credits                 reduce staff theft and fraud in a retail
  Establish and maintain positive            Demonstrate knowledge of theft               or distribution environment
  customer service interactions              and fraud in a retail or distribution
                                             environment                                  NZQA unit 24996 v2 3 credits
  NZQA unit 28145 v1 2 credits                                                            Explain the legal definitions and
  Interact with customers in a service                                                    consequences of theft and fraud in a

                                     “
  delivery context                                                                        retail or distribution environment

                                                STUDENTS SAY

                                                I enjoyed all the role-                                                                                                    More Customer Service and Retail is

                                                                                         “
                                                play and learning how                                                                                                      in these other courses.

                                                                                                                                                                           X Factor Plus L2, Page 11
                                                complicated customer                     Whatever you are,
                                                                                                                                                                           X Factor Plus L3, Page 13
                                                                                                                                                                           High Tea, Page 34
                                                service really is”                       be a good one."                                                                   Cafe Counter Service, Page 34,
                                                                                                                                                                           Bartenders ABC, Page 35
                                                                                         - Abraham Lincoln
Industry
Training
Solutions
27

            C O F F E E

            “
                Coffee is a language   We will roll up with everything we need to deliver our
                in itself."            coffee programmes, except for the kitchen sink, water
                                       and electricity.
                - Jackie Chan

Industry
Training
Solutions
COFFEE 29

              Looking for individual units?
                                                         COFFEE ESSENTIALS                         BARISTA 101

                                    z / s  c h o o l s
                                                         Level:     2         Duration   2 days    Level:     2&3      Duration   2 days

                           .a c .n
             Go to www.its
                                                         Credits:   8         Cost       $270      Credits:   7        Cost       $260

                           d i v i d u a l  u n i t s
             and search in
                                                         This practical course covers unit         This course covers the history and
                                                         standards about basic coffee methods      production of coffee, so students
                                                         and techniques. Topics covered are:       understand more about the beans
                                                         espresso beverages, pressed and           used to make great coffee.
                                                         filtered coffee, brewing, machinery
                                                         and equipment and serving. Over the       This is a very enlightening course!

            Choose from the vast range of                two days students will complete both
                                                         theory and practical assessments for
                                                                                                   There is also plenty of time for a
                                                                                                   hands-on learning experience, as
                                                         all three units.                          students get practical training on how

            units covering communication,                There’s plenty of time allowed for
                                                                                                   to make coffee on the machines.

                                                         learning and practice on the espresso

            life skills, hospitality, retail and         machines and with the filter and
                                                         coffee press equipment.                   NZQA unit 17284 v6 3 credits (L3)
                                                                                                   Demonstrate knowledge of coffee

            much more!                                   We allow for two tutors to deliver this
                                                         course, ensuring plenty of opportunity
                                                                                                   origin and production

                                                                                                   NZQA unit 17285 v9 4 credits (L2)
                                                         for students to receive help and
                                                         encouragement as they take this           Demonstrate knowledge of
                                                         journey on discovering the wonderful      commercial espresso coffee
                                                         world of coffee.                          equipment and prepare espresso

              • Order online                                                                       beverages under supervision

              • Email schools@its.ac.nz                  NZQA unit 17285 v9 4 credits
                                                         Demonstrate knowledge of
                                                         commercial espresso coffee

              • Call 0800 464 487                        equipment and prepare espresso
                                                         beverages under supervision

                                                         NZQA unit 17286 v8 2 credits
                                                                                                                                  LOOKING FOR SOMETHING ELSE?
                                                         Prepare and present pressed coffee
                                                                                                                                  ITS Gateway Packages can be a
                                                         for service                                                              delivered as a course too.

                                                         NZQA unit 17287 v7 2 credits                                             Service Industries - 6 level 3 options
                                                         Prepare and present filtered coffee                                      Employability Skills - 2 level 3 options
                                                         for service                                                              And loads more level 2 options
                                                                                                                                  as well.

                                                                                                                                  Get more detail on its.ac.nz or give us
                                                                                                                                  a call, our customer service team is
                                                                                                                                  ready to assist. 0800 464 487 or email
                                                                                                                                  schools@its.ac.nz
Industry
Training
Solutions
31

            HOSPI T A L I T Y

            “
                The best way to
                find yourself is to lose
                yourself in the service
                of others.”
                – Ghandi

Industry
Training
Solutions
32                                                                                                                                                                                                                                          HOSPITALITY 33

              O                                                                                                                                E & F O U R
      E L T W                                                                                                                          T H R E
 LE V                                                                                                                            LEVEL
HIGH TEA                                   CAFÉ COUNTER                               BASIC FOOD SAFETY                          ALCOHOL                                   BARTENDERS ABC                             COMPREHENSIVE FOOD
                                           SERVICE                                                                               MANAGEMENT COURSE                                                                    SAFETY
Level:      2         Duration    2 days   Level:     2          Duration    2 days   Level:     2         Duration   1 day
                                                                                                                                 Level:     3         Duration    2 days   Level:     3         Duration    2 days    Level:     3         Duration   1 day
Credits:    10        Cost        $260     Credits:   13         Cost        $270     Credits:   2         Cost       $145
                                                                                                                                 Credits:   2         Cost        $250     Credits:   10        Cost        $260      Credits:   4         Cost       $145

Tired of coffee? Add a touch of class      We need huge numbers of people             Essential training for all food            Level:     4
                                                                                                                                                                           This is a programme of must-have           Our Comprehensive Food Safety
and flair with a practical hands-on        trained to fill the needs of employers.    handlers - this workshop meets the
                                                                                                                                                                           service industry skills that will give     course is very focused on real industry
High Tea. Learn to prepare, present        The Hospitality industry is an exciting    compulsory training requirements of        Credits:   5
                                                                                                                                                                           students the edge to being successful      practices and how they relate to
and perfect a High Tea with all the        and rewarding one, This course will        all food handlers under the Food Act
                                                                                                                                                                           in the hospitality/service industry. Two   the current Food Act. Everything
trimmings.                                 give students a real taste of what it is   2014, from market stalls, cafes and        This course includes the units that
                                                                                                                                                                           days of interactive learning and role-     we teach is in the context of MPI’s
                                           like, and better prepare them for work     restaurants to senior living and child     make up the Licence Controller
                                                                                                                                                                           play in the context of Seaside Sally’s     “Simply Safe and Suitable Food
We provide all the equipment and           placements.                                care centres.                              Qualification (LCQ). This is essential
                                                                                                                                                                           will give students understanding of        Control Plan” so students can easily
training - we’ll even bring the food..                                                                                           training for anyone wanting to
                                                                                                                                                                           the real expectations of the industry      relate their learning to what they will
                                           Successful work placements can be          We can deliver this course either on       work in licensed premises - from
                                                                                                                                                                           and hone their hospitality skills.         see in the workplace.
                                           life changing. And like anything –         site for you at school, or students can    grocery stores and supermarkets to
NZQA unit 22428 v6 2 credits               preparation is the key.                    be booked online individually onto         restaurants and bars.
                                                                                                                                                                           The hands-on practice combines             We can either deliver this course on
Prepare and serve tea                                                                 any of our public Basic Food Safety
                                                                                                                                                                           mocktail making activities with the        site for you at school, or students can
                                                                                      courses in your area.                      Once these units have been registered
                                                                                                                                                                           safe, legal serving of customers. We       be booked online individually on to
NZQA unit 13281 v6 2 credits               NZQA unit 14440 v7 2 credits                                                          onto a student’s Record of Learning,
                                                                                                                                                                           supply all ingredients and bring all       any of our public Comprehensive Food
Prepare and present basic                  Prepare and clear areas for counter                                                   they can apply to ServiceIQ for their
                                                                                                                                                                           equipment, including blenders and          Safety courses in your area.
sandwiches for service                     food service for a commercial              NZQA Unit 20666 v6 2 credits               Licence Controller Qualification, when
                                                                                                                                                                           fancy glasses for students to practice
                                           hospitality establishment                  Demonstrate basic knowledge of             they have worked for 6 months and
                                                                                                                                                                           their garnishing skills.
NZQA unit 14436 v7 4 credits                                                          contamination hazards and control          are ready to become a Duty Manager.                                                  NZQA unit 168 v7 4 credits
Provide table service for a commercial     NZQA unit 28145 v1 2 credits               methods used in a food business                                                                                                 Demonstrate knowledge of food
hospitality establishment                  Interact with customers in a service                                                  We can either deliver this course on                                                 contamination hazards, and control
                                           delivery context                           Optional Add-on                            site for you at school, or students can                                              methods used in a food business
                                                                                                                                                                           NZQA unit 21853 v5 5 credits
NZQA unit 57 v9 2 credits                                                             NZQA unit 167 is a practical unit,         be booked online individually onto
                                                                                                                                                                           Provide hospitality sales and service
Provide customer service                   NZQA unit 14425 v7 5 credits               designed for those who are in a            any of our public Licence Controller
                                                                                                                                                                           opportunities to customers
                                           Prepare and serve hot and cold non         workplace, or are working regularly        Qualification courses in your area.
                                           alcoholic drinks for a commercial          with food in a training environment.       Please note 4645 not included in LCQ.
                                                                                                                                                                           NZQA unit 4645 v9 2 credits
                                           hospitality environment                    Two practical observations are                                                       Demonstrate knowledge of
                                                                                      required to complete this unit, at least                                             maintaining a responsible drinking
                                           NZQA 167 v8 4 credits                      a day apart.                               NZQA unit 4645 v9 2 credits               environment as a server in a
                                           Practice food safety methods in a                                                     (Level 3)                                 licensed premise
                                           food business under supervision            If students are in a hospitality           Demonstrate knowledge of
                                                                                      programme at school and/or are in a        maintaining a responsible drinking        NZQA unit 14420 v7 3 credits
                                                                                      position where they can be observed        environment as a server in a licensed     Demonstrate knowledge of alcoholic
                                                                                      meeting the practical requirements of      premise                                   and non-alcoholic beverages
                                                                                      the unit, then we can assess students
                                                                                      to NZQA unit 167 as an alternative         NZQA unit 4646 v10 2 credits
                                                                                      option to unit 20666. (All practical       Demonstrate knowledge of the Sale
                                                                                      observation requirements must be           and Supply of Alcohol Act 2012 and its
                                                                                      met by the school.)                        implications for licenced premises

                                                                                      NZQA unit 167 v8 4 credits                 NZQA unit 16705 v6 3 credits
                                                                                      Practice food safety methods in a          Demonstrate knowledge of host
                                                                                      food business under supervision            responsibility requirements as a duty
Industry                                                                                                                         manager of licenced premises
Training
Solutions
35

                 OPEN    S C H O O L
                 C O U R S E S
            Book in any student, anywhere
            These courses are open to all schools and are available for
            you to book in students on an individual basis - so if you
            only have one or two students interested in a particular
            course, this is a great option to have up your sleeve.

            We’ve had great feedback from students who have
            attended these courses, they really enjoy meeting new
            people and having the opportunity to mix with students
            from other schools.

            Keep an eye on our website for upcoming course dates
            near you or ask us -
            call 0800 464 487 or email schools@its.ac.nz

            www.its.ac.nz/schools/courses for schools

Industry
Training
Solutions
36                                                                                                                                                                                                              37

THE NITTY
GRITTY
                                                                  Reporting of students’ results                                  Course Courtesy outlines
You can book by phoning customer service on                       ITS will email an Authorisation to Report (A2R) no later than   Our tutors know how to manage the classroom and do not
0800 464 487 or email schools@its.ac.nz. We will supply an        three weeks after the course has been completed.                generally require any assistance.
MOU to be signed.
                                                                  Not yet achieved students will be on separate A2R. Once         It’s really nice if we know of any learning difficulties or
We confirm the booking via email. The school is responsible       they have achieved, this will be sent to you.                   special circumstances before we arrive.
for checking details and notifying us if alteration is required
to the initial booking within a week of our course approval       Most schools report the credits, if you want ITS to do that     Please supply teacher aides for learners who need them
email. Please check the details.                                  just ask, we can do that for you.                               and ask them to make themselves known to the ITS tutor.

•    Three weeks out, we will request final confirmation, and                                                                     If a student does not allow us to offer the best learning
     a good indication of numbers you will have, student                                                                          experience for everyone in the class, we will bring them to
     names and class times, including breaks so we can do                                                                         the office or call for assistance.
     day plans.
•    1 week out, please confirm student names
     and numbers.
•    48 hours out, please let us know of any changes to
     student numbers. The final invoice will be based on
     these numbers.
•    In some cases travel and accomodation costs may
     apply.                                                                                                                                                                                        NZQA REGISTERED
                                                                                                                                                                                                CATEGORY 1 PROVIDER

Industry
Training
Solutions
Head Office
Level 1, 515 Main Street
Palmerston North, 4410

Palmerston North Campus
Level 1, 515 Main Street
Palmerston North, 4410

Waikato Campus
Level 1, 153 Victoria Street
Hamilton, 3204

0800 464 487
schools@its.ac.nz
www.its.ac.nz
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