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
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