communicating effectively at work

Assignment title Communicating effectively at work

Assessor John Leach

Date issued 20/12/13
Interim Deadline 4 weeks Final deadline
Duration (approx) 8 hours

Qualification suite covered BTEC Level 2 Certificate in Principles of Business and Administration
Level 2 NVQ Certificate in Business and Administration
Units covered BTEC unit 1: Principles of personal responsibilities and working in a business environment
NVQ Level 2 Certificate Unit 4: Communicate in a business environment
Learning Outcomes covered BTEC NVQ LO3: Understand How to communicate effectively with others LO1: Understand the purpose of planning communication
LO2: Understand how to communicate in Writing
LO3: Understand how to communicate verbally
LO4: Understand the purpose of feedback in developing communication skills

Scenario Look at your working environment and identify the people that you communicate with on a regular basis. This may be with people internal and external to your organisation.

Task 1 Produce a presentation to inform your colleagues of how to communicate effectively with others. This must include:
• An introduction to explain what effective communication is and why it is important to know the purpose of the communication you are making
• An explanation of what is meant by effective communication. Your explanation should contain details of two verbal, two non-verbal and two written communication methods and show the circumstances in which you would use these.
• A comparison of 3 different methods of communication that you use at work and why these are appropriate methods of communication in different circumstances.
• An explanation of what active listening is and four different techniques which demonstrate active listening.

Evidence you must produce for this task • Presentation slides

Criteria covered by this task:
To achieve the criteria you must show that you are able to: Unit Assessment Criteria
Describe different methods of communication 1 BTEC 3.1
Explain how to choose the most appropriate method of communicating with others 1 BTEC 3.2
Describe ways of active listening 1 BTEC 3.3
Criteria covered by this task:
Explain the reasons for knowing the purpose of communication 4 NVQ 1.1
Explain the reasons for knowing the audience to whom the communication is being presented 4 NVQ 1.2
Describe different methods of communication 4 NVQ 1.3
Describe when to use different methods of communication 4 NVQ 1.4
Describe the reasons for using language that suits the purpose of written communication 4 NVQ 2.3
Describe ways of organising, structuring and presenting written information so it meets the needs of an audience 4 NVQ 2.4
Explain what is meant by plain English, and why it is used 4 NVQ 2.7
Describe ways of verbally presenting information and ideas clearly 4 NVQ 3.1
Explain ways of making contributions to discussions that help to move them forward 4 NVQ 3.2
Describe ways of active listening 4 NVQ 3.3
Explain the purpose of summarising verbal communications 4 NVQ 3.4

Task 2
Present a letter and an e mail that you have produced at work and explain how these were agreed with others. Indicate what information you needed to communicate and where you obtained your information from. Give the different sources of information that you use when communicating. Explain why it was important to produce these communications within a timescale and how you identify what is important and what is urgent when communicating with others. Give examples from your own experience at work.
Explain why an e mail is different from a letter and what Principles you must follow when communicating electronically with others and why these are important.
Explain the procedures you follow to ensure that your written communications are accurate and well presented.
How do you ensure that written communications are stored safely and securely?

Evidence you must produce for this task Letter
E mail
Written explanation

Criteria covered by this task:
To achieve the criteria you must show that you are able to: Unit Assessment Criteria
Identify different sources of information that may be used when preparing written communication 4 NVQ 21.
Describe the communication principles for using electronic forms of written communication in a business environment 4 NVQ 2.2
Describe ways of checking for the accuracy of written information 4 NVQ 2.5
Explain the purpose of accurate use of grammar punctuation and spelling 4 NVQ 2.6
Explain the need to proof read and check written work 4 NVQ 2.8
Describe organisational procedures for saving and filing written communications 4 NVQ 2.9