Information on the syllabus content and structure for unit 3 of the Ethics and Professional Skills Module.
This unit is specifically about how we communicate effectively with others in a business environment, including clients, customers, colleagues and external authorities. This unit covers patterns and channels of communication and how effective these are in different contexts and the associated methods and skills involved in advising, supporting, motivating and influencing others.
Section 1: Unit overview
a) Introduction
Section 2: The communication process
a) Introduction
b) What can go wrong?
c) Barriers and distortions to the communications process
d) How good are you at communicating?
e) Formal and informal communication
Section 3: Effective communication
a) Six elements of effective communication
Section 4: Communicating in the workplace
a) Introduction
b) Errors
c) Solutions
Section 5: Meetings
a) Introduction
b) The basic rules of meetings
c) Drafting an agenda
d) Running a meeting
e) Responsibilities of the chair
Section 6: Emails
a) Introduction
b) Good practice with email
c) Do’s and don’ts of business emails
Section 7: Report Writing
a) The purpose of reports
b) Best practices in report writing
Section 8: Telephone
a) Introduction
b) Making a call
c) Receiving a call
d) Best practices in using a phone
Section 9: Presentations
a) The basics of presentations
b) The presentation process
c) Planning a presentation
d) Presenting for the first time
e) The presentation
f) Audio-visual aids
g) Reviewing the presentation
Section 10: Interpersonal skills
a) Introduction
b) Interpersonal skills
c) Personal qualities
d) Verbal communication
e) Non-verbal communication
f) Using interpersonal skills to the full
g) Using interpersonal skills in a conflict situation
h) Interpersonal skills – questioning quiz
Section 11: Networking
a) Introduction
b) Networking activity
c) Bonding and bridging
d) Building networks effectively
e) Tips for networking
Section 12: End of unit assessment
a) Part A
b) Part B
c) Part C
Section 13: Unit summary
The learner has to coordinate a specific task with several colleagues with different skills, where there are resource and personality issues and where potential conflicts exist. The team must be persuaded to achieve the objectives using a suitable approach, or in such a way as to motivate the individuals to successfully achieve the task collectively.