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Communicate in a Business Environment—NVQ Level 3 Diploma in Business and Administration—Part II

Livingsta shares her positive experience in business administration, customer service, and education.

This is the continuation of part I of the Unit "Communicate in a Business Environment"

This is the continuation of part I of the Unit "Communicate in a Business Environment"

Continuing Lessons

There were a few questions I missed in "Communicate in a Business Environment," article, and they are here for anyone who needs help. In fact, there were a lot of comments, asking for help with this section (Section 3 and section 4). I hope this helps.

3.1 Describe Ways of Verbally Presenting Information and Ideas Clearly

I have to use simple language and short sentences when I am presenting information to make it easier to understand for everyone. I have to make sure that I am flexible and can give people information in different ways because different people understand things and concepts in different ways. Some understand by hearing, some by seeing, and some by practising. Before presenting the information, I:

  • Plan what I want to speak.
  • Cut out any unnecessary detail.
  • Present the important ideas in a logical order.

Use active and personal language like “you” and “we”.

3.2 Explain Ways of Making Contributions to Discussions That Help to Achieve Objectives

There are various objectives as a department and team. In order to be successful within the team, I need to learn to listen to people, give importance to everyone’s ideas, perform the required tasks within the agreed time-frame, keep everyone updated of all events, discussions and other communications, and most important of all, be very caring and respectful.

3.3 Describe Ways of Adapting Verbal Contributions to Suit Different Audiences, Purposes and Situations

Before presenting anything or before going to talk to a group or a team, I will have to learn the type of audience, purpose and situation and adjust my verbal contributions to suit it. Communication skills are some of the most highly prized and sought-after skills in business.

Without communication skills, we are unable to let others know what we think, feel, or want to accomplish. We will not be able to build partnerships, motivate others, or resolve conflict.

Studies have shown that as professionals rise higher in an organization, their communication skills also become more important and not less. (Source:

3.4 Explain How to Use and Interpret Body Language

Body language or nonverbal communication is a very important form of communication. It is a strong form of communication that is often neglected by the majority of people. Every person in this world uses gestures as a sign to express their emotions, but not many of us are aware of it or acknowledge it.

Body language is a form of nonverbal signal that is used by many to communicate. It can be our facial expressions, our body movements, eye contact and many other forms, which are things that we do not say verbally, but they still can convey a huge amount of information.

Body language is an important part of communication which can constitute 50% or more of what we are communicating. One has to understand that body language is a very large part of communication. By learning how to interpret body language, we can become much more effective communicators in all areas of life. Some ways to understand body language are:

  • Observe the level of eye contact, because this tells a lot about the person and how they feel.
  • Notice what the person does with their hands, hand movements can show if the person is nervous or relaxed.
  • Pay attention to posture, as different postures mean different things.
  • Recognize aggressive postures.
  • Watch facial expressions, as they can express many kinds of emotions, like sadness, happiness, anger, aggressiveness, frustration, confusion, etc.

3.5 Describe How to Use and Interpret Tone of Voice

When a person speaks, through their tones we can recognise whether the person is in a funny mood or passionate about what they are talking about. The tone delivers the concerns of the speaker, and we can also figure out whether the speaker is sincere or not. When we talk or present anything, the event has to be a two-way one, so that it includes everyone present; otherwise, the audience may find it boring. It is the sole responsibility of the speaker to create a feeling of how important the delivery is and to keep everyone engaged.

3.6 Describe Methods of Active Listening

Listening is one of the most important skills I should be having in order to perform my job well. The extent to which I listen will reflect on my job and performance. It also will portray the quality of my relationship with my team and clients.

  • I listen to obtain information from others.
  • I listen to understand what others say.
  • I listen to learn new things.
  • I listen because I respect others' feelings as I wish others to respect mine.
  • I listen because I care for others.
  • I listen because it is important to listen and act accordingly.

Becoming a better listener will help me improve my productivity at work. It will also help others achieve the ability to be influential, persuasive and negotiate.

Methods of active listening include:

  • Listening calmly without interrupting, so that I let the other person speak and show them that I care and respect them.
  • Asking others to repeat if I do not understand anything, in order to avoid mistakes.
  • Taking notes of important points, so that I do not forget or miss out on any important points.
  • Confirming what I have understood, so that there is no misunderstanding of information.
Active listening benefits the team and the organisation.

Active listening benefits the team and the organisation.

3.7 Describe the Benefits of Active Listening

Active listening has several benefits.

  • It helps people to be attentive to what they are listening to.
  • It avoids misunderstanding, as we are there to make sure that they have said and understood the right thing.
  • When we listen, the person who speaks feels like talking, because they know that there is someone there to listen to them.
  • It helps me be open to what I am listening to and makes the other person feel open too about what they say.
  • I get to see things from the other person’s point of view and helps me to empathise with them.
  • I get to understand people.
  • I am also able to clear doubts and assumptions and get a clear idea of what actually happened.
  • Overall it helps to be a better team and helps the organisation.

3.8 Explain the Purpose of Summarising Verbal Communication

The purpose of summarising verbal communication is to

  • Identify major points—behaviours, thoughts, and feelings—that have been discussed
  • Put it all together
  • It helps to have a clear precise outline

4.1 Describe Ways of Getting Feedback on Whether Communications Achieved Their Purpose

Feedback is the last process in communication and it completes the entire process of communication. Feedback helps us decide if the communication was effective and useful, and made sense. It helps one decide what can be done better next time, thereby giving one new ideas.

I get feedback from my team, my manager and other departments that were involved through either email or in person. This helps me improve my performance and rectify errors.

For that I:

  • Collect data
  • Take action
  • Communicate the feedback
  • Refine the changes

4.2 Explain the Purpose and Benefits of Using Feedback to Further Develop Communication Skills

Feedback is a very important aspect of any working or academic environment. I use it to create a change and improvement as a person and also in my work performance. It improves the morale of the team and increases the quality of service and the reputation of the organisation. The bond between the organisation and employees and the bond between the organisation and its customers improve as a result of feedback. Feedback has to be received and actioned too. When I have actioned on my feedback, I let the people know, and that way they know I have listened and it shows that I am willing to learn and be enthusiastic. This will also encourage people to offer me feedback in the future, and I can further improve my performance and climb up the ladder.

Feedback Welcome!

I hope this has been useful! If you need any help or advice regarding any of the sections published here, please leave a comment or contact me. I will be more than happy to help.

P.S: On a kind note, please do not copy anything submitted here and display them in your file. This has been published here, purely to help you gain an idea/understanding of what they expect you to write and how you have to write. You will have to relate to your own work area and organisation and stick with it while preparing the files. Thank you for your co-operation.

This article is accurate and true to the best of the author’s knowledge. Content is for informational or entertainment purposes only and does not substitute for personal counsel or professional advice in business, financial, legal, or technical matters.


livingsta (author) from United Kingdom on January 05, 2016:

Hello Husna, you're welcome. I am sorry for not responding at once. Have you completed the above qualification? If you still need help, please drop me a line. All the best!

livingsta (author) from United Kingdom on January 05, 2016:

Hello Anna, sorry for not responding earlier. I was away for a long period of time. I am hoping that you have completed your qualification successfully. If you still require help with the above, please drop me a line. Take care and all the best.

livingsta (author) from United Kingdom on January 05, 2016:

Hello Saagar V, thank you for stopping by. I was away for a long time and had not time to catch up with the comments and emails. Sorry for not replying. I am hoping that by now you would have successfully completed your qualification. If you still require help with the above, please drop a line. Thank you again and all the best!

livingsta (author) from United Kingdom on January 05, 2016:

Hello Victoria, I am so sorry for not responding. I was away for a long period of time and had no time to catch up with comments here and emails. I hope that you completed your NVQ qualification successfully. Take care and all the best! :) x

livingsta (author) from United Kingdom on January 04, 2016:

Hello Zak, you're welcome. I am glad that I could be of some help! All the best!

livingsta (author) from United Kingdom on January 04, 2016:

Hello Rachael , thank you for stopping by. I am glad that you found this helpful!

livingsta (author) from United Kingdom on January 04, 2016:

Hello student19 , you're welcome. I am so pleased that this was of great help.

livingsta (author) from United Kingdom on January 04, 2016:

Hello greatfulkirst, you're most welcome. I am glad that it was helpful!

livingsta (author) from United Kingdom on January 04, 2016:

Hello business admin boss, you're welcome. I am glad that it helped.

Husna on June 29, 2015:

Hi . Thanks so much for this. Please could you help me with - Analyse the different communication models that support administration?.

Rachael on April 15, 2015:

Thank you so much, this has really helped my organise my thoughts and give me ideas x

anna on April 15, 2015:

hi, can you please name and briefly explain the four main objectives of communication.

student19 on January 15, 2015:

thank you very very very much for this!!!! you have helped me a lot!! and saved me a tremdous amount of time!!!!!:) thank you again!

Saagar V on June 30, 2014:

Hi there, this is amazing! but do you have any guidance on 7.1 starting from 'Work in a way that supports your organisation’s overall mission' onwards? also 'Administer Legal Files' unit


greatfulkirst on April 28, 2014:

this helped me loads thank you :))))))))

Victoria on January 07, 2014:

Hi could you give me some advice on how to set a personal statement for section 5 ? Many Thanks x

business admin boss on November 08, 2013:

thanks for the help :D

Zak on October 24, 2013:

Just started my NVQ, reading this greatly helped my understanding of the communication unit! Thanks :)

- Zak

livingsta (author) from United Kingdom on July 23, 2013:

Hi Nick, thank you and all the best :-)

Nick on July 23, 2013:

Thank you, You'r clever

livingsta (author) from United Kingdom on May 10, 2013:

Hi Shelb__XX,

Thank you. Yes I understand what you are requesting for now. Have you spoken about this to your assessor?

When you look at the learning outcomes, Parts 1, 2, 3 and 4 are knowledge and understanding. So this will be covered through written answers and professional discussions.

Part 5, 6, 7 and 8 are all completed using other assessment methods. I am briefly writing here the methods of assessment that my assessor followed.

1. Observed me during a team meeting. How I prepared, my involvement in the meeting, body language, communication with people before, during and after the meeting, how I responded to queries that came up during the meeting, how I recorded the minutes, how I clarified things I was unsure of.

After the meeting observation - During her next visit , my assessor observed the emails I had sent while asking for approval and finalisation of minutes and also looked at the format and language of the minutes.

All these covered

5.1, 2, 3

6.1, 2, 3, 4, 5, 8, 9

7.1, 2, 3, 4

2. During another visit, my assessor observed me communicate with my team members in my office, observed me helping team members with using the database of our organisation and other computer issues, she also observed me on the phone with clients. I had a colleague who I was mentoring that day and my assessor observed that. So this covered

7.1, 2, 3, 4, 5, 6

3. During the next visit, my assessor observed me prepare a spreadsheet where I gathered information from various calendars to create an annual summary of a service that we provided. She observed me design, colour code and use formulae. She observed how I linked different sheets, fetched data from them and pulled them on to a summary sheet. She also looked at other documents that I had designed both in word and excel. My assessor also observed me sending emails, the tone and language used. she observed me prepare agenda for a meeting, how I added, positioned and resized images, how I checked for errors, spelling in documents and also observed related work products.

This covered 5.1, 2, 3

6.1, 2, 3, 4, 5, 6, 8, 9

4. Another meeting, my assessor observed my email communications regarding questions asked to me for feedback about our job satisfaction, problems we faced and what could be done to rectify those issues. I had written back to the business manager with feedback on the way we worked and had also suggested ideas to overcome a few issues we were having. Based on these evidence and a professional discussion with my assessor about that, the following were covered.

Part 1, Part 2,

5.1, 2, 3,

6.1, 2, 3, 4, 5, 6, 7, 8, 9

5. I was asked to submit a witness statement from my manager, explaining how I communicated in a business environment. Based on what my manager wrote, the below sections were covered

5.1, 2, 3

6.1, 2, 3, 4, 5, 6, 7, 8, 9

7.1, 2, 3, 4, 5, 6

8.1, 2

My assessor also had a professional discussion with me covering all areas of Part 2, Part 3 and Part 4

I hope this is of some help to you. Please feel free to ask for any clarification.

All the best :-)

Shelb__XX on May 10, 2013:

Following on from part 5, there are parts 6, 7 and 8. These are the ones i am stuck on, i am not too sure what evidence i should be providing for them. They are: 6- Be able to communicate in writing, 7- Be able to communicate verbally and 8- Be able to identify and agree ways of further developing communication skills. Thank you. x

livingsta (author) from United Kingdom on May 08, 2013:

Hello Shelb, thank you. I am not sure which part you are stuck with. As you can see in this hub, there is a link to Part 1 and 2 of the questions. Wondering if that is what you are requesting! Could you please be clear? If this is not what you are looking for, could you please let me know clearly what you are looking for? Thank you.

Shelb__XX on May 08, 2013:

Hiya, This has helped me so much! but i am now stuck again! do you have the follow on to these questions? I do not know if it is just me, but the rest of the assignment does not really make any sense! Thank you for all your help! xx

livingsta (author) from United Kingdom on March 25, 2013:

Thank you Kate, I am glad it helped! :-) xx

kate on March 25, 2013:

its help a great deal many thanks xox

livingsta (author) from United Kingdom on March 17, 2013:

You're welcome Gage, I am so pleased it is useful! All the best!

gage on March 17, 2013:

thanks again livingsta, your work has become great study notes for my nvq!

livingsta (author) from United Kingdom on January 08, 2013:

Thank you Kay, happy it helped :-)

kay on January 08, 2013:

This has been so useful in helping me to complete my own course! Thank you!

livingsta (author) from United Kingdom on December 04, 2012:

You're welcome Sarah!

Sarah on December 04, 2012:

Thanks so much!!!

livingsta (author) from United Kingdom on November 08, 2012:

Thank you @teaches12345. They really do. As I was working through my course, I did a lot of reading which helped me understand the communication part even better!

Dianna Mendez on November 08, 2012:

Excellent skills in communicating. I find these skills work well in almost any situation. Well done and researched.