EPSM unit 3 syllabus

Information on the syllabus content and structure for unit 3 of the Ethics and Professional Skills Module.


Communication and interpersonal skills

This unit is specifically about how we communicate effectively with others in a business environment, including clients, customers, colleagues and external authorities. This unit covers patterns and channels of communication and how effective these are in different contexts and the associated methods and skills involved in advising, supporting, motivating and influencing others.

Section 1: Unit overview

a) Introduction

Section 2: The communication process

a) Introduction

b) What can go wrong?

c) Barriers and distortions to the communications process

d) How good are you at communicating?

e) Formal and informal communication

Section 3: Effective communication

a) Six elements of effective communication

Section 4: Communicating in the workplace

a) Introduction

b) Errors

c) Solutions

Section 5: Meetings

a) Introduction

b) The basic rules of meetings

c) Drafting an agenda

d) Running a meeting

e) Responsibilities of the chair

Section 6: Emails

a) Introduction

b) Good practice with email

c) Do’s and don’ts of business emails

Section 7: Report Writing

a) The purpose of reports

b) Best practices in report writing

Section 8: Telephone

a) Introduction

b) Making a call

c) Receiving a call

d) Best practices in using a phone

Section 9: Presentations

a) The basics of presentations

b) The presentation process

c) Planning a presentation

d) Presenting for the first time

e) The presentation

f) Audio-visual aids

g) Reviewing the presentation

Section 10: Interpersonal skills

a) Introduction

b) Interpersonal skills

c) Personal qualities

d) Verbal communication

e) Non-verbal communication

f) Using interpersonal skills to the full

g) Using interpersonal skills in a conflict situation

h) Interpersonal skills – questioning quiz

Section 11: Networking

a) Introduction

b) Networking activity

c) Bonding and bridging

d) Building networks effectively

e) Tips for networking

Section 12: End of unit assessment

a) Part A

b) Part B

c) Part C

Section 13: Unit summary

Summative exercise

The learner has to coordinate a specific task with several colleagues with different skills, where there are resource and personality issues and where potential conflicts exist. The team must be persuaded to achieve the objectives using a suitable approach, or in such a way as to motivate the individuals to successfully achieve the task collectively.