Assignment Title: Verbal and Non-verbal Communication

Transcription

1 Context Assignment Title: Verbal and Non-verbal Communication The aim of this unit is to develop your ability to use verbal and non-verbal communication skills effectively in a workplace setting. You will develop your knowledge and understanding of the purpose of verbal business communications and the range of situations in which such communications occur. In addition, you will be introduced to the purposes and importance of good verbal and non-verbal communication in the workplace and will practise and develop the skills of verbal and non-verbal communication in different business contexts. Task Overview You are to imagine that you work at Alton Towers. 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. The tasks in this unit will develop your understanding of effective communication and will involve you demonstrating speaking and listening skills in a range of activities. Date of issue: Date of submission: Learning outcomes On completion of this unit, you should: 1. Be able to use non-verbal communication skills 2. Understand the purpose of verbal communication in business contexts 3. Be able to use verbal communication in business contexts Refer to the assignment task sheet and the criteria tick sheet to ensure that you meet the standards for pass, merit and distinction for Unit 1. There are THREE tasks to complete for this unit.

2 Assignment Task Sheet Task Activities Assessment criteria 1 Use non-verbal communication skills Date task set: Deadline: For this task you are going to take part in a role play based at Alton Towers. Working in pairs, one of you both will take the role as the manager and of the employee, carrying out two role plays in total. Your role play needs to focus on non verbal communication skills including: Conveying a professional image Appropriate dress/uniform Personal hygiene Sound organisational skills Good time management Professional and business -like manner Use of body language, gestures, facial expressions, posture and body position a) Individually, write a script for both the manager and the employee based on the scenario below. It is your choice how you will deal with the situation but you must ensure that the manager challenges the employee about their behaviour and the mistake they made. Your role play must be professional, using a range of non verbal communication skills. List the skills you will demonstrate from the list above on your script. Scenario: A customer has telephoned Alton Towers and asked to speak to the customer service manager. Apparently, whilst visiting the theme park, the customer was served by the employee at one of the fast food restaurants. Firstly, the customer thought the employee was rude and ignorant. Secondly, on arriving home, the customer now realises that the employee charged her for an additional meal and that she has been overcharged by 10. Obviously, the customer is unhappy and wants to know what the customer service manager is going to do about the attitude of the employee and the overcharge. b) Carry out your role plays each person must take part as the employee and the manager. Ensure each script is printed out and handed in as evidence. In both role plays you must demonstrate interpersonal interactions as well as speaking and listening skills. c) Write a paragraph under your role plays to explain how each of the interpersonal P1 & P3 (teacher observation form required) M1

3 skills listed at the start of the task are used to support business communication at Alton Towers. Use examples to add depth to your explanations. d) Carry out a review of your speaking and listening skills from your one-to-one role play. Complete the table provided: M3 part Speaking & Listening skills Verbal: Encouraging others to talk back Reflecting back on what others have said Using appropriate questions Use of open questions Use of prompts Clarity and pace of conversation Appropriate language used Conveying feelings of warmth, empathy, interest Involving all participants Defining the boundaries of confidentiality How effective were you? Tick the relevant box (5 = excellent, 1 = very poor) Strengths Weaknesses Non verbal: Eye contact Facial expression Angle of head Tone of voice Position/use of hands and arms Gestures Posture Muscle tension Touch Proximity Dress and appearance Listening: Use of silence as a listening skill Turn taking Listen to and understand instructions given verbally Interpret instructions and task requirements correctly Make notes Reflection Seek clarification where appropriate Confirm understanding

4 e) Using the table below, assess the importance of effective interpersonal interaction skills in the scenario provided: D1 Interpersonal skill 1. Conveying a professional image 2. Appropriate dress/uniform 3. Personal hygiene Assessment of Importance Importance rating /7 e.g. how important is it in e.g. 5/7 very this situation to convey a important professional image? 4. Sound organisational skills 5. Good time management 6. Professional and business -like manner 7. Use of body language, gestures, facial expressions, posture and body position 2 Understand the purpose of verbal communication in business contexts Date task set: Deadline: For this task you are going to use examples from Alton Towers to explain the purpose of verbal business communications in four different contexts. a) For each of the in the following business contacts, write a short report to explain why this type of verbal communication might be necessary and give examples to illustrate your explanations: 1) Telephone contacts formal contacts with customer and informal contacts with colleagues 2) Meetings team briefings, formal business meetings and large meetings 3) Technical enquiries either on the phone, at meetings or during visits from customers. The enquiry relates to how the products or services operate. 4) Communicating with supervisor, colleagues and customers formal and informal communications with these people. b) In a final paragraph in your report, discuss how verbal communications can be used effectively in business situations. P2 M2 You need to show your understanding of how verbal communications can be used effectively in business. Put this into context by providing examples of the different

5 situations where verbal communication is effective in getting the right message to internal or external recipients. 3 Use verbal communication in business contexts Date task set: Deadline: For this task you will take part in a whole class discussion. Imagine that the Managing Director of Alton Towers has decided to expand the theme park. In preparation for the group discussion, complete the following tasks individually and be ready to use your answers as part of the group discussion: a) List 5 ideas for new theme park rides/attractions. For each idea, explain its strengths and weaknesses b) Analyse what impact you think the expansion of the theme park will have on the villagers nearby consider positives and negatives c) Do you think the ticket prices should be increased to reflect the new rides and attractions? d) What problems might Alton Towers face when expanding the theme park? e) Do you think expansion is a good or bad idea justify your thoughts a) Participate in the whole class discussion you will need to demonstrate speaking and listening skills in a business group context including: listen to and understand instructions given verbally; interpret instructions and task requirements correctly; make notes; reflection; confirm understanding; seek clarification where appropriate b) Carry out a review of your speaking and listening skills from the group discussion, identifying your strengths and weaknesses. Complete the table provided: P4 (teacher observation form required) M3 part Speaking & Listening skills Verbal: Encouraging others to talk back Reflecting back on what others have said Using appropriate questions Use of open questions Use of prompts Clarity and pace of conversation Appropriate language used Conveying feelings of warmth, empathy, interest How effective were you? Tick the relevant box (5 = excellent, 1 = very poor) Strengths Weaknesses

6 Involving all participants Defining the boundaries of confidentiality Non verbal: Eye contact Facial expression Angle of head Tone of voice Position/use of hands and arms Gestures Posture Muscle tension Touch Proximity Dress and appearance Listening: Use of silence as a listening skill Turn taking Listen to and understand instructions given verbally Interpret instructions and task requirements correctly Make notes Reflection Seek clarification where appropriate Confirm understanding c) Assess the effectiveness of speaking and listening skills in supporting business operations at Alton Towers. Use examples to show how different types of speaking and listening skills help to support the products and services that Alton Towers provides. In addition, explore the consequences of having poor oral communication skills for the business, what impact might this have? D2 Useful websites for Unit 7 Government advice on careers Worksheets on practical communication skills for the workplace

7 Criteria Mark Sheet Pass Met Comment P1 demonstrate interpersonal interactions in a business context P2 explain, using examples, the purpose of verbal business communications in four different business contexts P3 demonstrate speaking and listening skills in a one to one business context P4 demonstrate speaking and listening skills in a business group context. Merit M1 explain how interpersonal interaction skills are used to support business communication M2 discuss how verbal communications can be used effectively in business situations M3 carry out a review of their speaking and listening skills in both a one-to-one, and group context, identifying their strengths and weaknesses Distinction D1 assess the importance of effective interpersonal interaction skills in a given business situation. D2 assess the effectiveness of speaking and listening skills in supporting business operations in a given business context TASK 1B TASK 2A TASK 1B TASK 3A TASK 1C TASK 2B TASK 1D & 3B TASK 1E TASK 3C