1 Explain the importance of effective communication in the workplace. (1.1)

2 Describe the stages in the communication cycle. (1.2)

3 Give FOUR examples of possible barriers to communication in the workplace, and describe how you would overcome these barriers - (1.3, 1.4)

4 Describe the main methods of written and oral communication in the workplace and their uses. (2.1)

5 Describe the main advantages and disadvantages of written methods of communication (2.2)

6 Describe the main advantages and disadvantages of oral communication (2.3)

7 Explain how non-verbal communication can influence the effectiveness of oral communication. (2.4)

8 Explain why feedback is important for effective communication. (2.5)

9 Select THREE communication methods that you use frequently, then assess and describe your own communication skills (3.1)

10 Describe actions that you could take to improve your own performance when communicating at work. (3.2)

11 Explain the purpose of record-keeping for the organisation. (1.1)

12 Outline key information that needs to be recorded to meet organisational and legal requirements. (1.2)

13 Describe THREE information systems and explain why they are appropriate to store and retrieve information (1.3)

14 Explain the need to control data access. (1.4)

15 Give FOUR examples of records that are covered by the Data Protection Act 1998 and explain why they are protected - (1.5)

16 Describe the uses or applications of spreadsheets and/or databases in your workplace. Give THREE examples. (2.1)

17 Describe the advantages and disadvantages of electronic communication methods at work (2.2)

18 Describe how your employer backs up electronic data in the workplace. (2.3)