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B4: Demonstrates Resilience and a Positive Response to Change

Assessment Method: Professional Discussion underpinned by a portfolio

Plain-English Explanation

B4 is about staying calm, positive, and focused when things don’t go as planned or when changes happen. It means handling setbacks without giving up and maintaining a professional attitude during challenges.

Examples of How Apprentices Demonstrate This at Work

• Remaining calm and professional when a system outage occurs and working through the issue

• Supporting colleagues during a major software update or migration

• Using Power Automate to create a quick solution when a process breaks unexpectedly

• Setting up mailbox rules to manage high volumes of emails during a critical incident

• Volunteering to help with extra tasks during a busy period or change project

Common Gaps and Misconceptions

• Reacting negatively to change or setbacks instead of looking for solutions

• Avoiding responsibility when things go wrong

• Failing to communicate when under pressure

• Believing resilience means never asking for help—seeking support is part of being resilient

Links to Resources and Tools

• Microsoft Learn: Managing Change in Digital Roles

• Intro to Power Automate for Quick Fixes

• How to Create Outlook Mailbox Rules

• Podcast: Building Resilience in the Workplace (Insert your podcast link here)

Why It Matters

• Keeps work moving during challenges

• Builds trust and confidence with colleagues and stakeholders

• Helps maintain productivity and morale during change

Portfolio Evidence Ideas

• Screenshots of:

  • A Power Automate flow created to handle an unexpected issue

  • Mailbox rules for managing urgent communications during a crisis

• A short write-up explaining how you stayed positive and resilient during a challenging situation

EPA-Style Questions

• Can you give an example of when you faced a challenge and how you responded?

• How do you maintain a positive attitude during change or setbacks?

• Why is resilience important in a digital support role?

Embedded Topics

• Equality & Diversity: Supporting all users fairly during stressful situations

• Sustainability: Adapting to sustainable digital solutions during change

• British Values: Respect and tolerance when working under pressure with others

✅ This version is EPA-ready because:

• It uses plain English for clarity

• Includes real-world examples (Power Automate, mailbox rules)

• Highlights common gaps

• Provides resources for self-learning

• Suggests portfolio evidence and EPA questions

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B5: Acts with Integrity and Adheres to Organisational Values

Assessment Method: Professional Discussion underpinned by a portfolio

Plain-English Explanation

B5 is about being honest, trustworthy, and following your organization’s rules and values. It means doing the right thing, even when no one is watching, and ensuring your actions reflect professionalism and ethical standards.

Examples of How Apprentices Demonstrate This at Work

• Following data protection policies and never sharing confidential information inappropriately

• Reporting mistakes honestly and taking responsibility for fixing them

• Using Power Automate to enforce approval workflows for sensitive actions (e.g., data sharing)

• Setting up mailbox rules to manage confidential communications securely

• Respecting organizational policies on acceptable use of IT systems

Common Gaps and Misconceptions

• Thinking integrity only applies to big decisions—everyday actions matter

• Ignoring small breaches of policy because “it’s easier”

• Believing organizational values are just words, not behaviors

• Failing to challenge unethical behavior when observed

Links to Resources and Tools

• NCSC: Data and Information Security Guidance

• Microsoft Learn: Compliance and Governance

• Intro to Power Automate for Approval Workflows

• How to Create Outlook Mailbox Rules

• Podcast: Integrity in the Digital Workplace (Insert your podcast link here)

Why It Matters

• Builds trust with colleagues, customers, and stakeholders

• Protects the organization from legal and reputational risks

• Creates a positive and ethical workplace culture

Portfolio Evidence Ideas

• Screenshots of:

  • A Power Automate approval flow for sensitive actions

  • Mailbox rules for managing confidential emails

• A short write-up explaining how you demonstrated integrity in a real situation (e.g., reporting an error, following policy)

EPA-Style Questions

• What does acting with integrity mean in your role?

• Can you give an example of when you followed organizational values in a difficult situation?

• Why is it important to adhere to company policies and values?

Embedded Topics

• Equality & Diversity: Acting fairly and respectfully toward all users

• Sustainability: Supporting ethical practices in digital transformation

• British Values: Integrity, respect, and responsibility in the workplace