BTEC Extended
Diploma in Business Level 3
Unit 14 Investigating Customer Service
Tutor: Robbie Barton
Student: David H
Learning Aim C - Demonstrate communication and
interpersonal skills appropriate to meet customer needs
in different situations
Explain different interpersonal skills and behaviours
There are 3 main skills needed – explain them in your own words
Speak with confidence - Confidently speaking entails not being afraid of
silence. Take a deep breath before saying anything important to
guarantee your message is understood. When you allow your audience
to anticipate your words, you may create sentiments of excitement,
mystery, or other emotions.
Leadership - Leaders must be able to make decisions in order to
communicate effectively. Good leaders must be able to sympathise and
be patient while making choices. Individual contributors and supervisors
may benefit from good leadership skills. During the recruiting process,
employers search for people who are willing to accept personal
responsibility for the team's success.
Active listening - Active listening is when you listen to gather information
and engage with the speaker. When conversing with someone, active
Page 1 of 23
,listeners avoid behaving in ways that disrupt the discourse. Putting
computers or mobile devices away or shutting them while you listen are
some examples, as is asking and answering questions.
Page 2 of 23
, Explain different interpersonal skills and behaviours
For this challenge you will need to explain:
What are factors that can prevent communication from being effective?
Why is communication important when working with others? What can
happen if a team do not communicate? What are barriers to
communication?
What are factors that can prevent communication from being effective?
Inability to Listen to Others
Communication requires active listening skills. Active listening may be
taught. You set yourself up for failure when you create assumptions
about someone's requirements based on your own ideas rather than
facts.
Lack of Transparency & Trust
Lack of trust and honesty makes it harder to express oneself. For
example, if your employees suspect you are withholding information
from them, they will be suspicious and may struggle to absorb what you
do share with them.
Dissatisfaction or Disinterest with One’s Job
It's tough to explain when you're unhappy or bored with your work. In
other words, you're not giving it your all. This is the hardest hurdle to
overcome since it requires a shift in perspective, which usually occurs
after the person has departed.
Why is communication important when working with others?
Communication within a group is critical to a team's success. Working in
groups not only speeds up job completion but also saves time. permits
the complete team to be aware of any issues that may affect their
ability to work together. Because of this, employees feel connected and
more involved, which helps improve their spirits and keep them focused
on their jobs.
What can happen if a team do not communicate?
Anger and misunderstandings may arise from a lack of clear
communication amongst workers. Employees who are unable to
communicate successfully with co-workers and management may lose
faith in the company and their motivation to work hard for it. As a result,
there may be more turnover.
What are barriers to communication?
Any object that prevents a message from being received or transmitted.
They might be physical, like being terrified or angry, or emotional, like
being too scared or furious to listen to others. Background, language,
and social status, to name a few, may hinder efficient communication.
To optimise the communication process, managers must be aware of
possible bottlenecks and know how to overcome them.
Page 3 of 23
Diploma in Business Level 3
Unit 14 Investigating Customer Service
Tutor: Robbie Barton
Student: David H
Learning Aim C - Demonstrate communication and
interpersonal skills appropriate to meet customer needs
in different situations
Explain different interpersonal skills and behaviours
There are 3 main skills needed – explain them in your own words
Speak with confidence - Confidently speaking entails not being afraid of
silence. Take a deep breath before saying anything important to
guarantee your message is understood. When you allow your audience
to anticipate your words, you may create sentiments of excitement,
mystery, or other emotions.
Leadership - Leaders must be able to make decisions in order to
communicate effectively. Good leaders must be able to sympathise and
be patient while making choices. Individual contributors and supervisors
may benefit from good leadership skills. During the recruiting process,
employers search for people who are willing to accept personal
responsibility for the team's success.
Active listening - Active listening is when you listen to gather information
and engage with the speaker. When conversing with someone, active
Page 1 of 23
,listeners avoid behaving in ways that disrupt the discourse. Putting
computers or mobile devices away or shutting them while you listen are
some examples, as is asking and answering questions.
Page 2 of 23
, Explain different interpersonal skills and behaviours
For this challenge you will need to explain:
What are factors that can prevent communication from being effective?
Why is communication important when working with others? What can
happen if a team do not communicate? What are barriers to
communication?
What are factors that can prevent communication from being effective?
Inability to Listen to Others
Communication requires active listening skills. Active listening may be
taught. You set yourself up for failure when you create assumptions
about someone's requirements based on your own ideas rather than
facts.
Lack of Transparency & Trust
Lack of trust and honesty makes it harder to express oneself. For
example, if your employees suspect you are withholding information
from them, they will be suspicious and may struggle to absorb what you
do share with them.
Dissatisfaction or Disinterest with One’s Job
It's tough to explain when you're unhappy or bored with your work. In
other words, you're not giving it your all. This is the hardest hurdle to
overcome since it requires a shift in perspective, which usually occurs
after the person has departed.
Why is communication important when working with others?
Communication within a group is critical to a team's success. Working in
groups not only speeds up job completion but also saves time. permits
the complete team to be aware of any issues that may affect their
ability to work together. Because of this, employees feel connected and
more involved, which helps improve their spirits and keep them focused
on their jobs.
What can happen if a team do not communicate?
Anger and misunderstandings may arise from a lack of clear
communication amongst workers. Employees who are unable to
communicate successfully with co-workers and management may lose
faith in the company and their motivation to work hard for it. As a result,
there may be more turnover.
What are barriers to communication?
Any object that prevents a message from being received or transmitted.
They might be physical, like being terrified or angry, or emotional, like
being too scared or furious to listen to others. Background, language,
and social status, to name a few, may hinder efficient communication.
To optimise the communication process, managers must be aware of
possible bottlenecks and know how to overcome them.
Page 3 of 23
