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Level 2
Unit No:
Guided learning hours:
24 hours

Assessment Guidance

Portfolio of Evidence


This unit considers the importance of effective working relationships and how this is achieved.

Unit Learning Outcomes


Know the practices that enhance good working relationships.

Learning Outcome 1: Indicative Content  

for organisational rules, procedures and etiquettes may include:

  • everyone works to the same goals 
  • ensures consistency in practice
  • provides clear instructions to follow
  • ensures a positive working environment
  • promotes a positive culture to internal and external customers
  • new employees know what is expected of them

Key legal requirements may include:

  • providing access to buildings where reasonably possible
  • no discrimination against anyone on grounds of age, disability, gender reassignment, religion or belief, sex, sexual orientation, marriage or civil partnership, pregnancy or maternity
  • unlawful to discriminate against anyone on grounds of race, sexuality, colour, nationality or ethnic origin

Benefits of effective working relationships may include:

  • efficient and effective workforce
  • positive working environment
  • loyalty amongst workers
  • job satisfaction

Benefits of good communication may include:

  • everyone working to the same goal
  • avoidance of mix messages and work not being completed
  • prevents power struggles

Assessment Criteria

  • 1.1
    Explain the need for organisational rules, procedures and etiquettes.
  • 1.2
    Describe key legal requirements in relation to discrimination legislation.
  • 1.3
    Explain the benefits to an organisation of positive working relationships.
  • 1.4
    Explain the benefits of good communication.


Know how to maintain security and confidentiality.

Learning Outcome 2: Indicative Content  

The importance of security and confidentiality may include:

  • personal safety
  • information is not shared with others who could use the data inappropriately
  • legal requirement

Examples of own responsibilities in terms of confidentiality and security may include:

  • legal requirement concerning health and safety at work
  • know and follow organisational policies and procedures eg inappropriate sharing of IT password
  • Learners must provide sufficient and valid evidence to achieve assessment criterion 2.3

Assessment Criteria

  • 2.1
    Explain the importance of confidentiality of information and security in the workplace.
  • 2.2
    Explain own responsibilities in terms of confidentiality and security.
  • 2.3
    Follow procedures and protocols in relation to confidentiality of information and security.


Be able to work with others in the workplace.

Learning Outcome 3: Indicative Content  

Learners need to provide sufficient and valid evidence to achieve this outcome.

Clear instructions:

  • methods
  • tone
  • level of formality
  • checking/feedback

Familiar people, for example:

  • colleagues
  • supervisors and managers

Unfamiliar people, for example:

  • customers
  • suppliers

Improvements to working practice, for example:

  • communication skills
  • team work
  • attendance
  • reliability

Assessment Criteria

  • 3.1
    Work with others in the workplace showing respect for different abilities, backgrounds, customs, values and beliefs.
  • 3.2
    Give clear instructions for straightforward tasks to familiar and unfamiliar people.
  • 3.3
    Request support from appropriate people.
  • 3.4
    Evaluate feedback from others to improve working practice.

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