Communication Skills for Work

Overview

Framework:
RQF
Level:
Level 2
Unit No:
R/617/4085
Credits:
3
Guided learning hours:
24 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’ understanding of
• the importance to the individual and the organisation of effective communication in the workplace
• the range of communication methods used at work, including the need for different approaches in different situations

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

    Select appropriate formats for written communication for different purposes and audiences, in line with workplace conventions or procedures, where appropriate.

    1.1: Appropriate formats for written communication for different purposes and audiences, for example:

    • recognise different document types
    • match the format to the purpose
    • consider the audience
    • follow workplace conventions

  • 1.2

    Produce documents of different types that are clearly and accurately presented and appropriate (e.g. in terms of length, style and language use) for the purpose and intended audience.

  • 1.3

    Combine text, images and/or graphics in written documents as appropriate to audience and purpose.

    1.3: Combine text, images and/or graphics, for example:

    • add visuals like charts, graphs, or images to support the message
    • ensure visuals are relevant and easy to understand
    • properly position visuals within the document for clarity and impact

  • 1.4

    Make appropriate use of available software to present written communication, including numerical information.

    1.4: Appropriate use of available software, for example:

    • use word processing tools
    • incorporate spreadsheets or tables for numerical data
    • utilise templates/design tools for professional presentation

  • 1.5

    Make accurate and appropriate use of terminology associated with a particular workplace or sector in written communication.

    1.5: Accurate and appropriate use of terminology, for example:

    • identify key industry terms and acronyms relevant to the workplace
    • use terms appropriately to demonstrate professionalism and understanding
    • avoid jargon when communicating to external audiences unless necessary

2

Use oral communication in a work context.

Assessment Criteria

  • 2.1

    Communicate clearly in different situations, adjusting register and tone to match the audience and purpose of the communication.

    2.1: Communicate clearly, for example:

    • speak formally or informally based on the context, for example, team meeting vs. client call
    • use a clear tone and pace suitable for the audience
    • avoid slang or overly casual language in professional settings

  • 2.2

    Communicate work-related information in a formal presentation to a group.

    2.2: Formal presentation, for example:

    • prepare and structure the presentation with clear key points
    • use visual aids, for example, slides, charts to support the message
    • speak confidently

  • 2.3

    Engage in discussion with colleagues, making relevant points and actively listening to the ideas of others.

    2.3: Relevant points, for example:

    • contribute ideas/opinions clearly and constructively
    • show active listening through body language, for example, nodding and verbal cues, for example, “I understand”
    • build on others’ points to continue discussions effectively
    • be aware of cultural differences within discussions

  • 2.4

    Respond appropriately to queries, requests and/or complaints in a way that satisfies the other person.

    2.4: Respond appropriately, for example:

    • listen carefully to understand the issue/request
    • provide clear/respectful responses
    • offer solutions or escalate issues when necessary

  • 2.5

    Make accurate and appropriate use of terminology associated with a particular workplace or sector when communicating orally.

    2.5: Accurate and appropriate use of terminology, for example:

    • use industry-specific language when relevant
    • explain technical terms if speaking to non-specialist audiences
    • avoid overusing jargon to ensure clarity