Unit Award Scheme

70307 COMMUNICATION SKILLS

In successfully completing this unit, the Learner will have

Evidence needed

demonstrated the ability to

1identify strengths and goals relating to representing own needs, feelings and opinions on the telephone, in letters and e-mails, and in personStudent completed work and/or summary sheet
2compare and contrast two given letters in terms of presentation and formalityStudent completed work and/or summary sheet
3produce a letter of complaint and/or a letter requesting information and/or adviceStudent completed work
4compose and explain how to send an e-mail to request information and/or advice and/or to make a complaintStudent completed work and/or summary sheet
5compare and contrast two given telephone conversations in terms of politeness and formalityStudent completed work and/or summary sheet
6use the telephone to ask for information and/or advice and/or assistance and/or to make a complaint and/or requestSummary sheet
7identify at least three strategies for being assertive in situations of conflict or disputeStudent completed work and/or summary sheet
8identify at least three examples of non-verbal communicationStudent completed work and/or summary sheet

experienced

9taking 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