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Communicate in a business environment

URN: PPL2FOH7
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 in writing and verbally in a business environment. It is for people who may have to correspond with customers regularly across all mediums. The way in which your organisation presents itself to your customers is extremely important whether this is done verbally or through written channels.

When you have completed this standard you will be able to demonstrate your understanding of and ability to:

  • Communicate in a business environment

Performance criteria

You must be able to:

1. Identify the purpose of the communication and the audience 2. Decide which method of communication to use 3. Find and select information that supports the purpose of the written communication 4. Organise, structure and present written information to suit the audience's needs and  what you want to say 5. Confirm and read written material that contains information that is needed 6. Extract the main points needed from written material 7. Use accurate grammar, punctuation and spelling 8. Use correct layout for the intended type of text 9. Proof read or check work and make any necessary amendments. 10. Produce the written communication to meet deadlines recognising the difference  between what is important and what is urgent 11. Keep a file copy of all written communication if applicable 12. Present verbal information and ideas clearly to others 13. Make contributions to discussions that help to move the discussion forward 14. Listen actively to information that other people are communicating and respond appropriately 15. Ask relevant questions to clarify anything not understood 16. Summarise the verbal communication with the person/people being communicated  with to make sure the meaning has been understood 17. Reflect on the outcomes of 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 and the audience 2. Methods of communication and situations in which to use them 3. Relevant sources of information 4. How to use language appropriate to the audience, the chosen communication method and the purpose of the communication 5. How to organise, structure and present written information for the audience 6. How to check the accuracy of written information 7. How to use grammar, punctuation and spelling accurately 8. The principles of Plain English 9. The reasons for proofreading or checking work 10. How to recognise when work is urgent or important 11. The organisational procedures for filing written communications 12. How to verbally present information and ideas clearly 13. Ways of contributing to discussions that will help to move them forward 14. Methods of active listening 15. The reasons for summarising verbal communication 16. How to seek feedback on whether the communication achieved its purpose 17. The value of reflecting on the outcomes of communication and of identifying ways to further develop communication skills

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

Original

Originating Organisation

People 1st International Ltd

Original URN

PPL2FOH7

Relevant Occupations

Receptionist

SOC Code

4216

Keywords

prepare, communicate, business, environment