Communication Skills for Work

Overview

Framework:
RQF
Level:
Entry Level 3
Unit No:
T/617/4080
Credits:
3
Guided learning hours:
30 hours

Assessment Guidance

The focus of the assessment for this unit is on communication skills. However, it is expected that the underpinning teaching and learning will help develop learners’ awareness of

• the importance of clear and appropriate communication at work
• the variety of work-related situations that involve communication

Aim

To develop learners’ communication skills in a way that will support their effectiveness at work.

Unit Learning Outcomes

1

Use written communication in a work context.

Assessment Criteria

  • 1.1

    Create clear and accurate written documents.

    1.1 Clear and accurate written documents, for example:

    • understand the purpose of the document, for example, a report, email, notice
    • use simple, clear language appropriate to the topic
    • check spelling, punctuation, and grammar
    • organise information logically, for example, headings, bullet points, paragraphs
    • ensure the document meets work requirements, for example, professional tone, correct formal

  • 1.2

    Accurately complete forms and use given templates.

    1.2 Complete forms, for example:

    • identify the information required on a form, for example, name, date, contact details
    • write clearly and legibly in designated spaces
    • follow instructions provided on templates, for example, fill in relevant sections
    • check for accuracy before submitting forms or templates
    • use examples or prompts to ensure correct completion

2

Use oral communication in a work context.

Assessment Criteria

  • 2.1

    Communicate with colleagues and managers, using appropriate language.

    2.1 Communicate with colleagues and managers, for example:

    • use polite and respectful language when speaking to others
    • adapt tone and vocabulary depending on the audience, for example, formal for managers, casual but respectful for colleagues
    • avoid slang or inappropriate language in work conversations
    • speak clearly and confidently

  • 2.2

    Communicate in one-to-one and group situations.

    2.2 Communicate in one-to-one and group situations, for example:

    • practice speaking directly and clearly in one-to-one conversations
    • participate in group discussions by sharing ideas and listening to others
    • take turns to speak and avoid interrupting others
    • be aware of body language and eye contact in both settings

  • 2.3

    Actively listen to what others say.

    2.3 Actively listen, for example:

    • focus on the speaker and avoid distractions
    • show understanding by nodding, smiling, or using affirming responses, for example, “I see” or “That makes sense”
    • ask questions to clarify if needed
    • avoid interrupting while others are speaking
    • awareness of how differences in cultures can alter active listening

  • 2.4

    Answer straightforward questions and queries relating to work.

    2.4 Answer straightforward questions and queries, for example:

    • listen carefully to the question before answering
    • provide clear and concise answers
    • use appropriate language and tone for the work environment
    • be honest if unsure of an answer and offer to find out or ask for help