Unit Award Scheme

70307 COMMUNICATION SKILLS

In successfully completing this unit, the Learner will have		Evidence needed
demonstrated the ability to
1	identify strengths and goals relating to representing own needs, feelings and opinions on the telephone, in letters and e-mails, and in person	Student completed work and/or summary sheet
2	compare and contrast two given letters in terms of presentation and formality	Student completed work and/or summary sheet
3	produce a letter of complaint and/or a letter requesting information and/or advice	Student completed work
4	compose and explain how to send an e-mail to request information and/or advice and/or to make a complaint	Student completed work and/or summary sheet
5	compare and contrast two given telephone conversations in terms of politeness and formality	Student completed work and/or summary sheet
6	use the telephone to ask for information and/or advice and/or assistance and/or to make a complaint and/or request	Summary sheet
7	identify at least three strategies for being assertive in situations of conflict or dispute	Student completed work and/or summary sheet
8	identify at least three examples of non-verbal communication	Student completed work and/or summary sheet
experienced
9	taking part in a role-play or discussing a scenario in which there is a conflict or dispute that must be resolved.	Summary sheet

All outcomes recorded on an AQA Summary Sheet

Approved 13 August 2004Level - Entry Level