Level 2 and 3 Diploma in Business Support (4475-12/13)

• motivation
• sharing workloads
• support and advice.
Outcome 3 Understand the purpose and methods of communicating
effectively with others in a team
1. The candidate should be able to explain what constitutes effective communication in a team
and the role it plays in
• setting and achieving targets/standards
• monitoring progress/standards
• team cohesion
• consultation/contribution
• presenting information.
2. Both formally and informally:
• written – letters, memos, reports
• face-to-face – one-to-ones, meetings, presentations
• electronically – email, telephone, video/teleconferencing.
The candidate should be able to select the most suitable method in terms of
• purpose
• formality
• speed
• confidentiality.
3. The candidate will need to show an awareness of different personalities and behaviours and
methods of encouraging contributions and their impact on
• achieving targets
• improving working methods
• team cohesion.
Outcome 4 Understand how to assess own work and the work of a team
1. The candidate should be able to describe the importance of assessing their own and the team’s
work, eg
• to ensure standards are met
• in achieving targets/deadlines
• to identify improvements.
2. Ways of assessing and monitoring this, eg through
• SWOT analysis
• performance management systems
• achievement of objectives
• observation/feedback
• appraisals/reviews.
3. The candidate should be able to explain what constitutes constructive feedback, both formal
and informal, positive and negative, and the benefits to both employer and employee in terms
of improvement and motivation.
4. The candidate should be able to describe the appraisal/performance review process.
150 Level 2 and 3 Diploma in Business Support (4475-12/13)