Unit 1

Be able to communicate information to suit audience, purpose and content

General communication skills: adapting content and style to audience egmodulating voice, terminology, format; providing accurate information;techniques for engaging audience interest eg changing intonation, use oftechnology such as multimedia or use of animation in presentations; ensuringthe message gets across eg asking questions to check understanding

Interpersonal skills: methods for communicating interpersonally eg verbalexchanges, signing, lip reading; techniques and cues eg body language, use ofintonation, use of emoticons, capitalisation of text in emails; positive andnegative language; paying attention and active engagement eg nodding,summarising or paraphrasing

Communicate in writing: following guidelines and procedures; identifying andconveying key messages in writing eg letter, fax, email; using correctgrammar and spelling; reviewing and proofreading own written work;reviewing and editing documents created by others; note takingAudience: technical eg frequent IT user, IT technician; non-technical eg casualor non-IT user