Effects of attitudes, perception and cultures on the interpretation of non-verbal messages
Range of non-verbal behaviours which can affect people in the workpla
Aspects of face-to-face communication, including appearance, impact, body language
Consideration of the recipient’s needs A range of direct communication methods relevant to the workplace, such as counselling and disciplinary interviewing
Realisation that choice of communication method is political and cultural
Range of direct communication methods relevant to people outside own area of responsibility, including written, telephone, e-mail and face-to-face discussions
The importance of succinct and accurate records of one-to-one oral communication
Interview types – formal and informal, including selection, exit, grievance, disciplinary, counselling, appraisal, supervision and information gathering/investigation
Appropriate climate for conducting interviews
Structure and format of interviews according to purpose
Legal and ethical considerations in relation to interviewing
Questioning and listening techniques
Impact of non verbal communication
Ways to analyse and interpret information
Recording information and interview outcomes
The importance of feedback