The purpose of this unit is to develop learners' ability to use verbal and non-verbal communication skills effectively in a workplace setting. Learners will develop their knowledge and understanding of the purpose of verbal business communications and the range of contexts in which such communications occur.
The day-to-day operations in any organisation require clear verbal and non-verbal communication amongst its workforce at all levels. If verbal instructions are not clear or if messages are misunderstood, the impact on the business is likely to be negative. Customer complaints, lost orders and tasks wrongly completed are common examples of poor communication in an organisation. Our body language can also give positive or negative impressions to customers and clients and this type of communication is an important element in developing good communication skills amongst the employees in an organisation.
In small businesses where only a few staff are employed, communication may be primarily verbal and may simply be on a one-to-one basis. As businesses grow in size and complexity, their communication needs also develop and they need recognisable structures to maintain clear and open channels of communication that support the aims and objectives of the business. In larger businesses, employees are likely to be organised in teams, sections or departments. In these organisations, they are more likely to be involved in team meetings where verbal communication will be in a group setting. However, while the communication needs of businesses differ, the fundamental principles remain the same, irrespective of the size or complexity of the organisation.
Effective communication between individual members of staff or within a group in the workplace will require good speaking and listening skills from all employees.
In this unit learners will be introduced to the purposes and importance of good verbal and non-verbal communication in the workplace. They will practise and develop the skills of verbal and non-verbal communication in different business contexts.
3 Be able to use verbal communication in business contexts.
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