Interpersonal and written communication

Transcription

1 National Occupational Standards Area of Competence Interpersonal This is the ability to communicate using language and terminology that is appropriate to the audience. Typically this will involve: establishment of rapport with individuals through active listening; composition of written material (e.g. documentation, s, faxes, letters or presentations); successful interaction with individuals and groups This involves both receiving (e.g. lip-reading, listening and reading) and sending or giving (e.g. signing, speaking, presenting and writing) information. The competent person can: Level 1 Communicate simple information in a familiar context. This will involve applying the following knowledge and understanding: simple uses of interpersonal and written communication This will involve effective use of the following skills and : communicating interpersonally on a familiar subject in a familiar work situation communicating in writing on familiar subjects using specified formats Level 2 Communicate information in familiar contexts relevant uses of interpersonal send and receive familiar interpersonally in familiar work situations send and receive familiar writing using relevant formats Level 3 Communicate complex information in a range of familiar contexts. relevant uses of interpersonal interpersonally writing providing guidance to immediate colleagues on how to communicate information. Level 4 Communicate complex information in unfamiliar the applicability of interpersonal interpersonally in unfamiliar Copyright 2004 e-skills UK 33

2 contexts; and Implement interpersonal and written communications guidelines and procedures. required content of communication guidelines and procedures contexts writing in a wide range of formats; providing guidance on communicating information; creating specified guidelines and procedures. Copyright 2004 e-skills UK 34

3 Included knowledge and skills components Knowledge components Interpersonal communication Techniques which can be used to suit the needs of different audiences when communicating directly (e.g. face to face, or by telephone or video link). Level 1 verbal (e.g. intonation, tone and feedback (sometimes referred to as verbal attends)) and non-verbal (e.g. smiling while talking on the phone, body language). attentive listening (i.e. difference between hearing and listening). positive and negative language. Level 2 active listening (e.g. summarising, paraphrasing, body language); listening barriers (e.g. background noise, distractions, lack of concentration); types of question (e.g. open, closed and probing). Level 3 how to adapt style (e.g. intonation, inflexion, business or technical terminology and vocabulary) to audience needs; how to reduce listening barriers; cultural differences. Level 4 how to establish rapport (e.g. mirroring). Level 5 as level 4 Written communication Writing which can be used to suit the needs of different audiences Level 1 grammar, spelling. Level 2 business or technical terminology format and style for different communication channels (e.g. letter, memo, and fax) Level 3 structuring written material (e.g. paragraphs, headings, vocabulary, sentence length etc.) to meet audience needs. Level 4 as level 3 Copyright 2004 e-skills UK 35

4 Skills components Communicating interpersonally Using interpersonal communication. Level 1 following organisational guidelines and procedures. Level 2 modulating voice when speaking to suit the listener or audience articulating and expressing ideas clearly and concisely listening actively (e.g. by taking notes) clarifying and confirming understanding (e.g. by paraphrasing or repetition). responding to questions with accurate information ensuring content is appropriate to the needs of the audience identifying and avoiding listening barriers maintaining focus on the purpose of the communication Level 3 selecting appropriate communication styles; adapting terminology and vocabulary to the needs of the audience; reducing barriers to listening; differentiating between facts and feelings. Level 4 establishing a rapport with an individual or audience Level 5 as level 4 Communicating in writing Techniques to produce and interpret written communications. These are: Level 1 following organisational guidelines and procedures; identifying and conveying key messages in writing (e.g. letter, fax, , database notes); using correct grammar and spelling. Level 2 using and understanding appropriate business or technical terminology; ensuring content, format and style are appropriate to the audience and channel (e.g. letter, memo, fax, , web chat); structuring writing into a logical framework; conveying ideas and information in a clear and concise manner; identifying relevant information in written communications; reviewing or proof reading own written work. Level 3 developing messages that convey alternative viewpoints; extracting key messages from written correspondence; reviewing and editing documents created by others. Copyright 2004 e-skills UK 36

5 Level 4 developing messages that reconcile alternative viewpoints using language and style that captures the attention of recipients Copyright 2004 e-skills UK 37