This standard is about communicating in writing and verbally in a business environment. It includes communicating information in ways that support the purpose and required outcomes of the communication and which are appropriate for the audience and reflecting on the outcomes of communication in order to identify how to further develop communication skills.
It is for administrators who need to communicate in a business environment.
Performance criteria
You must be able to:
Plan communication
P1 identify the purpose of the communication, the audience and the outcomes to be achieved
P2 decide which method of communication to use
Communicate in writing
P3 identify sources of information that support the purpose of the communication
P4 select information that supports the purpose of the communication
P5 present the information using a format, layout, style and house style that is appropriate to the subject matter, work situation and communication channel
P6 use language that is appropriate to the audience and the purpose of the communication
P7 organise, structure and present information to suit different audiences
P8. select and read written material that contains information that is needed
P9 identify and extract the main points needed from written material
P10 use accurate grammar, punctuation and spelling to make sure that meaning is clear
P11 proofread or check work and make any necessary amendments
P12. evaluate written material to identify how well it met its purpose
P13 produce the communication to meet deadlines recognising the difference between what is important and what is urgent
P14 keep a file copy of all communication
Communicate verbally
P15 present information and ideas clearly to others
P16 make contributions to discussions that help to move the discussion forward
P17 use appropriate body language and voice tone
P18. listen actively to information that other people are communicating and respond appropriately
P19 ask relevant questions to clarify anything not understood
P20 summarise the communication with the person/people being communicated with to make sure the correct meaning has been understood
After communication
P21 seek feedback on whether the communication achieved its purpose
P22 reflect on outcomes of communication and identify ways to develop communication skills further
Knowledge and understanding
You need to know and understand:
Plan communication
K1 the reasons for identifying the purpose of communication, the audience and the outcomes to be achieved
K2 methods of communication and situations in which to use them
Communicate in writing
K3 relevant sources of information
K4 the principles of ‘netiquette’ in electronic communications
K5 how to use language appropriate to the audience and the purpose of the communication
K6 how to organise, structure and present information to different audiences
K7 how to check the accuracy of the information
K8 how to use grammar, punctuation and spelling accurately
K9 how to write in Plain English
K10 the reasons for proofreading or checking work
K11 how to recognise when work is urgent or important
K12 the organisation’s procedures for filing written work
Communicate verbally
K13 how to present information and ideas clearly
K14 ways of contributing to discussions to achieve objectives and how to adapt contributions to suit different audiences, purposes and situations
K15 how to use and interpret body language and tone of voice K16 methods of active listening
K17 the reasons for summarising communication
After communication
K18. how to seek feedback on whether the communication achieved its purpose
K19 the benefits of reflecting on the outcomes of communication and of identifying ways to further develop communication skills
Additional Information
Skills
1. analysing
2. communicating
3. organising
4. planning
5. reflecting
Key words: Business; administration; communication
CFABAA615 - Communicate in a business environment
Overview
This standard is about communicating in writing and verbally in a business environment. It includes communicating information in ways that support the purpose and required outcomes of the communication and which are appropriate for the audience and reflecting on the outcomes of communication in order to identify how to further develop communication skills.
It is for administrators who need to communicate in a business environment.
Performance criteria
You must be able to:
Plan communication
P1 identify the purpose of the communication, the audience and the outcomes to be achieved
P2 decide which method of communication to use
Communicate in writing
P3 identify sources of information that support the purpose of the communication
P4 select information that supports the purpose of the communication
P5 present the information using a format, layout, style and house style that is appropriate to the subject matter, work situation and communication channel
P6 use language that is appropriate to the audience and the purpose of the communication
P7 organise, structure and present information to suit different audiences
P8. select and read written material that contains information that is needed
P9 identify and extract the main points needed from written material
P10 use accurate grammar, punctuation and spelling to make sure that meaning is clear
P11 proofread or check work and make any necessary amendments
P12. evaluate written material to identify how well it met its purpose
P13 produce the communication to meet deadlines recognising the difference between what is important and what is urgent
P14 keep a file copy of all communication
Communicate verbally
P15 present information and ideas clearly to others
P16 make contributions to discussions that help to move the discussion forward
P17 use appropriate body language and voice tone
P18. listen actively to information that other people are communicating and respond appropriately
P19 ask relevant questions to clarify anything not understood
P20 summarise the communication with the person/people being communicated with to make sure the correct meaning has been understood
After communication
P21 seek feedback on whether the communication achieved its purpose
P22 reflect on outcomes of communication and identify ways to develop communication skills further
Knowledge and understanding
You need to know and understand:
Plan communication
K1 the reasons for identifying the purpose of communication, the audience and the outcomes to be achieved
K2 methods of communication and situations in which to use them
Communicate in writing
K3 relevant sources of information
K4 the principles of ‘netiquette’ in electronic communications
K5 how to use language appropriate to the audience and the purpose of the communication
K6 how to organise, structure and present information to different audiences
K7 how to check the accuracy of the information
K8 how to use grammar, punctuation and spelling accurately
K9 how to write in Plain English
K10 the reasons for proofreading or checking work
K11 how to recognise when work is urgent or important
K12 the organisation’s procedures for filing written work
Communicate verbally
K13 how to present information and ideas clearly
K14 ways of contributing to discussions to achieve objectives and how to adapt contributions to suit different audiences, purposes and situations
K15 how to use and interpret body language and tone of voice K16 methods of active listening
K17 the reasons for summarising communication
After communication
K18. how to seek feedback on whether the communication achieved its purpose
K19 the benefits of reflecting on the outcomes of communication and of identifying ways to further develop communication skills
Additional Information
Skills
1. analysing
2. communicating
3. organising
4. planning
5. reflecting
Key words: Business; administration; communication