Welcome to this learning guide

During a learning programme, you will sometimes be instructed to find additional information on a topic and to use the information you found to show that you understand the topic as part of completing a learning task or assignment.

This learning guide aims to guide you through the skills to communicate effectively in your daily life and professional environment.  Nothing can substitute competence when you have to express yourself effectively and speaking to customers, so let’s get started!

This guide consists of various outcomes

This learning programme will contribute to your development within the marketing, management, research and general sector of any business or environment by providing recognition, further mobility and transportability within the field of business, commerce and management studies. The skills, knowledge and understanding demonstrated within this guide are essential for effective communication.

Activities (learning & workplace)

As you work through this guide, you will complete activities which will help you to:

  • Think actively about what you’ve learned
  • Develop new skills and competencies
  • Apply your knowledge and skills

Please take time and care with these activities – they form part of your assessment for this course.

Learner tips

There are many activities for this learning programme. Get organized before you begin, by making sure you have a folder to organize your completed written work into a Portfolio of Evidence. Additional tips:

  • As you read through the guide, make your own notes. Keep all your notes in a file. They will be useful in later learning interventions and for your assessment activities.
  • Make sure that you gather evidence in the workplace, if possible. This is useful evidence and a proof of your practical experience.
  • Keep a simple journal about what you are learning. Write comments about the programme, about what you are learning and whether or not you are finding it useful.
  • Talk to your facilitator about any difficulties you are having with information or ideas. Your facilitator is a learning resource for you.
  • Throughout this programme think about your own experiences as much as possible. Try to relate what you are learning to your own real life experiences. This will make the programme more meaningful for you.


  • Initiating a conversation
  • What do you say after you said ‘Hello’
  • General Mistakes in Conversation
  • Dealing with Customer Complaints
  • Verbal skills
  • Effective Listening skills
  • Concentration and Accuracy
  • Handling Conflicts assertively
  • Emotional control
  • Overcoming Shyness
  • Interviewing skills
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