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2.1 Identify the purpose and audience of the information to be communicated

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2.1 Identify the purpose and audience of the information to be communicated

Unit 03 communicate in a business environment

2 Be able to communicate in writing in business

The learner can:

2.1 Identify the purpose and audience of the information to be communicated
2.2 Select communication media that are appropriate to the audience and information to be communicated
2.3 Present information in the format, layout and style that is appropriate to the information to be communicated
2.4 Follow agreed business practices when communicating in writing
2.5 Adapt the style and content of a communication, appropriate to specific audiences
2.6 Present written communications that are clear, expressed in correct grammar and reflect what is intended
2.7 Meet agreed deadlines in communicating with others

3.1 Identify the nature, purpose, audience and use of the information to be communicated
3.2 Use language that is correct and appropriate for the audience’s needs
3.3 Use appropriate body language and tone of voice to reinforce messages
3.4 Identify the meaning and implications of information that is communicated verbally
3.5 Confirm that a recipient has understood correctly what has been communicated
3.6 Respond in a way that is appropriate to the situation and in accordance with organisational policies and standards

Unit 07 Contribute to the improvement of business performance

3 Be able to solve problems in business The learner can:

3.1 Identify the nature, likely cause and implications of a problem
3.2 Evaluate the scope and scale of a problem
3.3 Analyse the possible courses of action that can be taken in response to a problem
3.4 Use evidence to justify the approach to problem-solving
3.5 Develop a plan and success criteria that are appropriate to the nature and scale of a problem
3.6 Obtain approval to implement a solution to a problem
3.7 Take action to resolve or mitigate a problem
3.8 Evaluate the degree of success and scale of the implications of a solved problem

4.1 Identify the nature, scope and scale of possible contributions to continuous improvement activities

4.2 Measure changes achieved against existing baseline data

4.3 Calculate performance measures relating to cost, quality and delivery

4.4 Justify the case for adopting improvements identified with evidence

4.5 Develop standard operating procedures and resource plans that are capable of implementing agreed changes


unit 6 Contribute to the Improvement of Business Performance


3.2 The scope of a problem refers to those affected and may include, but not be exclusive to: colleagues departments organisation customers resources.

3.6 Approval must be from the relevant higher authority.

4.5 Standard operating procedures set out the method, practice and procedures specific to the organisation.


Unit 08 Negotiate in a business environment

2.1 Identify the purpose, scope and objectives of the negotiation
2.2 Explain the scope of their own authority for negotiating
2.3 Prepare a negotiating strategy
2.4 Prepare fall-back stances and compromises that align with the negotiating strategy and priorities
2.5 Assess the likely objectives and negotiation stances of the other party
2.6 Research the strengths and weaknesses of the other party

3.1 Carry out negotiations within responsibility limits in a way that optimises opportunities 3.2 Adapt the conduct of the negotiation in accordance with changing circumstances
3.3 Maintain accurate records of negotiations, outcomes and agreements made
3.4 Adhere to organisational policies and procedures, and legal and ethical requirements when carrying out business negotiations

unit 12 monitor information systems

2.1 Develop a plan to monitor information systems that specifies objectives, scope, timescale, resource implications, the techniques to be used and reporting requirements
2.2 Carry out monitoring activities in accordance with the plan
2.3 Provide training and support to system users that is appropriate to their needs
2.4 Identify the cause of problems with an information system
2.5 Suggest solutions to problems with an information system
2.6 Recommend adaptations to the system in response to identified problems or developments
2.7 Adhere to organisational policies and procedures, and legal and ethical requirements when monitoring information systems

Unit 53 organise and deliver customer service

2.1 Identify customers’ needs and expectations
2.2 Map the “customer journey”
2.3 Confirm that systems and structures are in place to enable the delivery of agreed standards of customer service
2.4 Prepare the resources needed to deliver products and/or services to different types of customers
2.5 Plan how to deal with unexpected additional workloads
2.6 Allocate priorities to address points of service failure

3.1 Take steps to ensure that the needs of customers are balanced with organisational objectives
3.2 Agree realistic and achievable actions with customers
3.3 Identify areas for improvement in their own customer service delivery
3.4 Adapt their own customer service delivery to meet customers’ changing expectations

unit 54 resolve customer complaints

2.1 Confirm the nature, cause and implications of customers’ complaints
2.2 Take personal responsibility for dealing with complaints
2.3 Communicate in a way that recognises customers’ problems and understands their points of view
2.4 Explain the advantages and limitations of different complaint response options to customers
2.5 Explain the advantages and limitations of different complaint response options to the organisation
2.6 Keep customers informed of progress
2.7 Agree solutions with customers that address the complaint and which are within the limits of their own authority
2.8 Record the outcome of the handling of complaints for future reference
2.9 Adhere to organisational policies and procedures, legal and ethical requirements when dealing with customers’ complaints

unit 46 implement change

2.1 Explain the need for change
2.2 Explain the potential consequences of not implementing change
2.3 Explain the roles and responsibilities of a change management project team
2.4 Develop a plan that includes specific, measurable, achievable, realistic and time-bound (SMART) objectives and resources
2.5 Brief team members on their roles and responsibilities and the objectives of the change 2.6 Gain acceptance to the need for change from team members and other stakeholders

3.1 Explain organisational escalation processes for reporting problems
3.2 Analyse the advantages and disadvantages of monitoring techniques
3.3 Implement the plan within the agreed timescale
3.4 Provide support to team members and other stakeholders according to identified needs
3.5 Monitor the progress of the implementation against the plan
3.6 Manage problems in accordance with contingency plans
4.1 Assess the suitability of techniques used to analyse the effectiveness of change
4.2 Collate valid feedback and information from stakeholders
4.3 Analyse feedback and information against agreed criteria
4.4 Identify areas for future improvement
4.5 Communicate the lessons learned with those who may benefit

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  • Title: 2.1 Identify the purpose and audience of the information to be communicated
  • Price: £ 129
  • Post Date: 2018-11-09T11:03:51+00:00
  • Category: Assignment
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