Communication Level 4 SS003

The purpose of this course is to introduce new skills and refine your current skills in oral business communication. By working through this course you will have the opportunity to practice group communication, effective one on one communication and your presentation skills.

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The purpose of this course is to introduce new skills and refine your current skills in oral business communication. By working through this course you will have the opportunity to practice group communication, effective one on one communication and your presentation skills.

In the business environment we have meeting every day. They involve a lot of people and therefore cost a lot of money and it is important that you make each meeting count! This course is designed to introduce you to the preparation and procedures required in chairing a formal meeting using committee procedures.

The business environment in South Africa since the dawn of democracy in 1994 has changed dramatically. Managers can no longer simply tell employees what to do. Without realising it much a manager’s time is spent negotiating, regardless of the level of management. In the second unit standard you will learn how to negotiate effectively to facilitate a win-win situation.

When you have completed this course you will be able to:

  • Interact successfully in oral/signed language
  • Use strategies that capture and retain the interest of an audience
  • Identify and respond to manipulative use of language
  • Respond critically yet sensitively as a listener/audience
  • Analyse own responses to spoken/signed texts and adjust as required
  • Use strategies to be an effective speaker/signer in sustained oral/signed interactions
  • Evaluate spoken/signed discourse
  • Prepare for a meeting
  • Conduct a meeting
  • Deal with conflict in a meeting
  • Follow up on a meeting

Learner Guide

1
SS003 Learner Guide

Please download the Learner Guide attached.

Session 1 119462

1
Lesson 1: Introduction to Oral Communication (SS003)
1:57

Please download the Learner Guide attached, before starting the course.

2
Lesson 2: Steps in Communication in Teams
4:14
3
Lesson 3: Interviews
2:41
4
Lesson 4: Interview Considerations
5:33
5
Lesson 5: Formal Meetings
4:21
6
Lesson 6: Debates
3:47
7
Lesson 7: Negotiations and Communicating in a Multicultural Environment
3:17
8
Lesson 8: Passive & Aggressive Speakers
4:30
9
Lesson 9:Passive Aggressive and Assertive Speakers
5:09
10
Quiz 1: Effective Communication
5 questions
11
Lesson 10: Voice Techniques
3:57
12
Lesson 11: Body Language
5:00
13
Lesson 12: Writing an Outline
4:46
14
Lesson 13: Visual Aids
3:04
15
Lesson 14: Maintaining Interaction
4:18
16
Lesson 15: Facts vs Opinion
5:51
17
Quiz 2: Body Language
6 questions

Session 2 US 119469

1
Lesson 16: Active Listening
5:32
2
Lesson 17:Barriers to Communication
3:07
3
Lesson 18: Managing Conflict
3:56
4
Lesson 19: Interpersonal Conflict
4:10
5
Lesson 20: Group Conflict
4:30
6
Quiz 3: Good Listeners
5 questions
7
Lesson 21: Communication Styles
3:41
8
Lesson 22: Adjusting Behaviour
4:14
9
Lesson 23: Dealing with Negativity
4:44
10
Lesson 24: Maintaining Credibility
2:27
11
Lesson 25: Read between the Lines
5:49
12
Lesson 26: Making People Listen
2:45
13
Quiz 4: Responding
5 questions

Session 3 US 12153

1
Lesson 27: Introduction to Conducting a Meeting
3:45
2
Lesson 28: Preparing for a Meeting
3:27
3
Lesson 29: Minutes and Mandates
3:21
4
Lesson 30: Members in a Meeting
4:18
5
Lesson 31: Chairing a Meeting
2:26
6
Lesson 32: Conflict in Meetings
5:59
7
Lesson 33: Follow up a Meeting
8:36
8
Quiz 5: Meetings
6 questions

Session 4 US 242817

1
Lesson 1_Customer Satisfaction
4:01

Please download the Learner Guide, before starting this course.

2
Lesson 2_Benefits of Customer Satisfaction
3:18
3
Lesson 3_Quality Service
5:53
4
Lesson 4_The 4P’s
5:09
5
Lesson 5_The Quality Staircase
3:44
6
Lesson 6_The Quality Service Connector
3:47
7
Assessment 1: Customer Satisfaction
5 questions
8
Lesson 7_SWOT Analysis
4:40
9
Lesson 8_Problem Solving
4:37
10
Lesson 9_Service Recovery
5:54
11
Lesson 10_Steps in Problem Solving
6:27
12
Lesson 11_Problem Solving Tools
5:45
13
Assessment 2: Problem Solving
5 questions

ASSESSMENT

1
Formative Assessment SS003
2
Summative Assessment SS003

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