K21: Approaches to the Training and Support of Stakeholders to Make the Best Use of the Organisation’s Applications

Assessment Method: Professional Discussion underpinned by a portfolio

Plain-English Explanation

K21 is about understanding how to help others use the organization’s applications effectively. This includes providing training, creating guides, and offering support so stakeholders can work confidently and productively with the tools available.

Examples of How Apprentices Demonstrate This at Work

• Delivering a short training session on using Microsoft Teams or SharePoint

• Creating a quick reference guide or video tutorial for a new application feature

• Using Power Automate to send automated tips or reminders to users

• Setting up mailbox rules to organize and prioritize support requests

• Providing one-to-one support to a colleague struggling with an application

Common Gaps and Misconceptions

• Thinking training is a one-off event—ongoing support is often needed

• Using overly technical language that confuses non-technical users

• Ignoring accessibility needs when creating training materials

• Assuming everyone learns the same way—some prefer written guides, others prefer video or live demos

Links to Resources and Tools

• Microsoft Learn: User Training Resources

• Intro to Power Automate for User Notifications

• How to Create Outlook Mailbox Rules

• Podcast: Effective Digital Training and Support (Insert your podcast link here)

Why It Matters

• Improves user confidence and productivity

• Reduces errors and support requests

• Ensures the organization gets full value from its digital tools

Portfolio Evidence Ideas

• Screenshots of:

  • A training guide or tutorial you created

  • A Power Automate flow for sending user tips

  • Mailbox rules for managing training-related emails

• A short write-up explaining how you supported a stakeholder and the outcome

EPA-Style Questions

• How do you approach training someone on a new application?

• Can you give an example of when you supported a colleague with a digital tool?

• Why is it important to provide ongoing support after training?

Embedded Topics

• Equality & Diversity: Ensuring training materials are accessible to all users

• Sustainability: Using digital guides and videos instead of printed materials

• British Values: Promoting respect and inclusion in training sessions