Communicate information in a business environment
URN: PPL1FOH3
Business Sectors (Suites): Hospitality - Housekeeping and Front of House Reception
Developed by: People 1st
Approved on:
01 Mar 2022
Overview
This standard is about communicating within a business environment both verbally and non-verbally. It is for people that regularly have to carry out written communication and verbally present information to customers or colleagues. It involves choosing the most effective method of communication and following this through to the end in terms of evaluating the effectiveness of what and how you communicated the information.
When you have completed this standard you will be able to demonstrate your understanding of and your ability to:
- Communicate information in a business environment
Performance criteria
You must be able to:
1. Identify the purpose of the communication
2. Decide which method of communication to use
3. Format written information clearly and accurately
4. Use language that suits the purpose of the communication
5. Use grammar, punctuation and spelling accurately to make sure meaning is clear
6. Check work and make any necessary amendments
7. Produce the communication to meet deadlines recognising the difference between what is important and what is urgent
8. Keep a file copy of all written communication
9. Present verbal information clearly to others
10. Make contributions to discussions
11. Listen to information other people are communicating
12. Ask relevant questions to clarify anything not understood
13. Seek feedback on whether the communication achieved its purpose
14. Reflect on the outcomes of the communication and identify ways to develop communication skills further
Knowledge and Understanding
You need to know and understand:
1. The reasons for identifying the purpose of communication
2. Methods of communication and when to use them
3. How to use written language that suits the purpose of the communication
4. How to format written information clearly and accurately
5. How to use grammar, punctuation and spelling accurately
6. The principles of plain English
7. The reasons for checking work
8. How to recognise when work is urgent or important
9. The organisation's procedures for filing written communications
10. How to verbally present information and ideas clearly
11. How to contribute to discussions
12. Methods of active listening
13. How to seek feedback on whether the communication achieved its purpose
14. The value of reflecting on the outcomes of the communication and of identifying ways to develop communication skills further
Scope/range
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
Links To Other NOS
External Links
Version Number
3
Indicative Review Date
28 Feb 2027
Validity
Current
Status
Tailored
Originating Organisation
Council for Administration
Original URN
PPL1FOH3
Relevant Occupations
Receptionist
SOC Code
4216
Keywords
communicate, business, environment