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Please follow the instructions carefully.I work for “ Qatar National Bank “ in Retail Department as ( Senior Assoisate Customer Service ) Alshafi Street Branch. consider that when writing. it is easy but needs writing. DO NOT USE CHATGPT AND PLAGRISM 0% PLEASE. solve it all please.
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ILM Level 3 Certificate in Leadership and Management
Workshop 1
Understanding the Communication
Process in the Workplace
Assignment Handbook
This assignment handbook contains guidance and some examples of how to complete your
assignment. The evidence you provide within this handbook must be in your own words and
completed during the workshop. Your Trainer will support and advise on the completion of the
assignment and time will be provided during the workshop for you to answer the assignment
questions.
The questions and examples given below provide guidance on how this assignment should be
structured and what level of detail is required. Please read through the examples and then
complete the questions in your own words in the boxes provided.
AC 1.1
For this section, your answer should be approximately 120 words
Explain the importance of effective communication in the workplace:
Think about how important effective communication is in your own workplace and explain
why in simple terms.
Example:
It is very important that communication is effective in my workplace because I need my team
to understand exactly what our objectives are. Also, they need to be able to let me know any
new ideas or issues that might prevent us from achieving our targets.
AC 1.2
For this section, your answer should be approximately 150 words
Describe the stages in the communication cycle:
The communication cycle used for this question is Argyle’s model contained in your
workbook. Briefly describe each stage in your own words.
Example:
An Idea or Aim – This is the topic we wish to communicate and must be constructed by the
sender to identify exactly what needs to be communicated.
Message Coded – Making sure the idea or aim is translated into a form for sending such as
written words, diagrams or a particular language.
Send or Deliver Message – This is the way that the message is sent, verbally, email, written
letter or a drawing for example.
Message Received – The people you want to communicate the message are able to receive the
message.
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Message Decoded – The people receiving the message are able to extract the meaning of the
message because they can speak or read the same language for example.
Message Understood – The people you are communicating understand the idea or aim you
initially intended to send. This can be confirmed by them delivering feedback to you and so the
cycle continues.
AC 1.3
For this section, your answer should be approximately 120 words
Identify possible barriers to communication in the workplace:
Think about the barriers to communication that exist in your own workplace and briefly
comment on at least 2 barriers.
Example:
In my workplace there are several different languages spoken, this can provide a barrier to
communication.
My workplace is noisy with lots of distracting sounds, this can also be a barrier to
communication.
AC 1.4
For this section, your answer should be approximately 120 words
Explain how to overcome a potential barrier to communication:
Using the barriers you have identified in your previous answer, think about how you can
overcome them and briefly explain how this can be done.
Example:
By deciding that English will be the common business language, it is possible to overcome the
language barrier to communication.
When it is very noisy, workers are encouraged to use recognised sign/body language, write
things down or remove themselves to a quieter place to overcome the noise barrier to
communication.
AC 2.1
For this section, your answer should be approximately 180 words
Describe the main methods of written and oral communication in the workplace and their
uses:
Think about at least 2 main methods of communication in your own workplace, you must
include one written method and one oral method. Briefly describe the methods and also
briefly describe how they are used.
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In my workplace we use a written shift roster. This roster is printed by the leader and
displayed in a communal staff area for everyone to read and understand who is working on
which shifts and which tasks they will be doing. My workplace has a management radio
system which is used to verbally communicate when staff are located across a wide area.
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Example:
AC 2.2
For this section, your answer should be approximately 120 words
Identify the main advantages and disadvantages of written methods of communication:
Think about written communication used at work you chose in your previous answer and
identify at least one advantage of this and one disadvantage.
Example:
The written shift roster used at work has the main advantage of being able to display a way of
communicating to a wide audience without having to physically be there.
The main disadvantage of using a written shift roster is that it does not provide a way to
confirm everyone has read and understood the information it contains.
AC 2.3
For this section, your answer should be approximately 120 words
Identify the main advantages and disadvantages of oral communication:
Think about oral communication used at work you chose in your previous answer and identify
at least one advantage of this and one disadvantage.
Example:
The main advantage of our management radio system is that we can communicate verbally to
others without being in the same place, if used as a broadcast it also has the advantage of
being able to verbally inform many people at the same time.
The main disadvantage of using a management radio system is that you are not able to
accurately keep a record of what has been communicated unless you record every single
verbal communication which is usually not practical.
AC 2.4
For this section, your answer should be approximately 120 words
Explain how non-verbal communication can influence the effectiveness of oral
communication:
Think about oral communication used at work and how non-verbal (body language and facial
expressions) can influence its effectiveness.
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Example:
When communicating face-to-face, we are able to add smiles, frowns, hand gestures or eye
movements to influence the verbal words we are using. These non-verbal additions to our
verbal communications can give them greater meaning and improve overall understanding.
AC 2.5
For this section, your answer should be approximately 120 words
Explain the value of feedback in ensuring effective communication:
Think about how you use feedback when communicating and briefly explain how valuable
that is.
Example:
If I am getting feedback from the person I am communicating with it allows me to know if my
message has been fully understood. If I ask someone to read back to me what I have told
them and they do so accurately, I am sure the right information has been transferred.
AC 3.1
For this section, your answer should be approximately 240 words
Assess own performance in a frequently used method of communication:
Think about the most frequently used method of communication for you in your workplace.
Consider your performance when using this method and how you are able to assess that.
Example:
At work, I communicate via email more than any other type of communication. I would say
that I am a strong communicator using this method because I usually receive replies to my
emails containing exactly the information I have requested. The number of times I am asked
to explain what I am saying is low which is why I would assess myself as strong using this
method.
AC 3.2
For this section, your answer should be approximately 120 words
Outline actions to improve own performance in communicating
Think about how you could improve your communication performance and briefly detail at
least 2 actions you could take to improve.
Example:
To improve my performance in communicating I plan to carry out the following 2 actions:
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1. To proof read all my email messages before sending to make sure I have not mis-typed or
made other errors.
2. To make sure I ask for feedback, especially when messages are very important. I will ask
people to repeat what I have told them to be sure the message has been accurately
received.
Understanding the Communication Process in the Workplace – Assignment
Name:
AC 1.1
Explain the importance of effective communication in the workplace:
AC 1.2
Describe the stages in the communication cycle:
Idea/Aim:
Message Coded:
Send/Deliver Message:
Message Received:
Message Decoded:
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Message Understood:
AC 1.3
Identify possible barriers to communication in the workplace:
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AC 1.4
Explain how to overcome a potential barrier to communication:
AC 2.1
Describe the main methods of written and oral communication in the workplace and
their uses:
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AC 2.2
Identify the main advantages and disadvantages of written methods of communication:
AC 2.3
Identify the main advantages and disadvantages of oral communication:
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AC 2.4
Explain how non-verbal communication can influence the effectiveness of oral
communication:
AC 2.5
Explain the value of feedback in ensuring effective communication:
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AC 3.1
Assess own performance in a frequently used method of communication:
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AC 3.2
Outline actions to improve own performance in communicating:
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