CTEC IT U1 LO4 - 1.4.1 to 1.4.7

(4.1) What are interpersonal skills?

Interpersonal skills are skills relating to an individual when it comes to the way they speak or there body language when communicating with individuals.

(4.1) Describe verbal skills and their uses. What are the barriers of verbal communication skills?

Verbal communication involves one person speaking to another or more trough use of voice. It is used for everyday communication with other people and in groups. Barriers are: people may have accents that may not be understood. They may use complex language which people may not understand. People may have hearing impairments and there may be external noise.

(4.1) Describe eye contact and their uses. What are the barriers of eye contact skills?

Eye contact is looking at someone the same time they are looking at you. It is used for when talking to other people in a face to face situation. Barriers are not being able to see the person you're speaking to for example during a video conference.

(4.1) Describe body language skills and their uses. What are the barriers of body language skills?

Body language skills are non verbal where conscious movements and postured communicate feelings and attitude. Body language can be used to show you're listening intentively and using positive actions used to maintain communication with the customer

(4.1) Describe open questioning techniques and their uses. What are the barriers of open questioning techniques?

open questions are non obvious answers which can be expanded upon by the individual answering the question or expressing an opinion. Used for casual communication where the answer is not obvious such as why would you buy that. The barriers are that having an open question is that the answer can be misleading as there is no obvious answer. Also it can take a while to answer.

(4.1) Describe closed questioning techniques and their uses. What are the barriers of closed questioning techniques?

Closed questions are where the answer can be short and obvious such as facts. Closed communication is for gaining and testing knowledge such as simple questions like do you want something to eat. It is a yes or no answer and can be expanded, Used for formal and informal communication. Some closed questions may not be obvious

(4.1) Describe probing techniques and their uses. What are the barriers of probing techniques?

Probing is when you attempt to search or explore a thoroughly into a subject of someone. Probing can be used by the police investigating a case or interviewers asking someone about a topic. However probing can take a long time and it can come off topic.

(4.1) Describe formal language techniques and their uses. What are the barriers of formal language techniques?

Formal communication is where the exchange of information is conducted through predefined channels. For example requests, commands, orders, reports or providing information to a client.. The language the person speaks, cultural diversity and accents can limit an individuals on speaking formally.

(4.1) Describe informal language techniques and their uses. What are the barriers of informal language techniques?

Communication that doesn't follow a predefined channel. For example causal discussions or sharing idea's If you're speaking to someone from a different area they may not understand what is being said as they may use different informal terminology.

(4.1) Describe technical terms language techniques and their uses. What are the barriers of technical terms language techniques?

A form of communication including technology specific language or jargon. It is used in communicating technical and specialised topics. The limits are if you're speaking to someone who lacks technical knowledge they may not understand the terms.

(4.1) Describe non-technical terms language techniques and their uses. What are the barriers of non-technical terms language techniques?

A form of communication that is free from jargon. Communicating something simple to understand. When attempting to explain something in a non technical term it can be difficult therefore having to describe something can be hard.

(4.1) Describe verbal meeting techniques and their uses. What are the barriers of verbal meeting techniques?

They are when 2 or more people are on a call together. Their uses are to discuss issues and problems and make decisions, can be face to face or remote. Remote meetings can have technical issues such as poor video. Audio and it can be hard to see or hear others.

(4.1) Describe verbal telephone techniques and their uses. What are the barriers of verbal telephone techniques?

Communicating between two or more people who are not in the same location. Telephones can be used for informally chatting to family or friends or formally speaking to a company. However if you're not face to face it may be hard to understand what is being said.

(4.1) Describe verbal group discussions techniques and their uses. What are the barriers of verbal group discussions techniques?

Group discussions are gathering individuals with a similar interest. It is used to discuss ideas, solve problems, give comments and can be done face to face or remotely. A barrier could be noise if a lot of people are speaking at once.

(4.1) Describe written memo techniques and their uses. What are the barriers of written memo techniques?

Memo's are a written message that's used in a professional setting. Brief and quickly understood topics. Used in business communication, involved the creation of a message using the written word. Memos can be short and therefore it may be hard to understand.

(4.1) Describe written email techniques and their uses. What are the barriers of written email techniques?

emails are a message sent to one or more electronically. It could be used for advertisement or let the people know about payments made. If a user doesn't have an internet connection they can't access emails and visually impaired people may struggle.

(4.1) Describe written social networking techniques and their uses. What are the barriers of written social networking techniques?

Use of social media sites to interact with others. It can be used for advertisement. Some individuals may miss out on information if they do not use social media. Some individuals may miss out as they do not have social media

(4.1) Describe written document layout policies techniques and their uses. What are the barriers of written document layout policies techniques?

The general policy template and format suggested for developing all compliance related policy and procedure documents. Used formally for structuring important documents. The document layout policy can be a long procedure.

(4.1) Describe written legal status documents techniques and their uses. What are the barriers of written legal status document techniques?

A declaration of facts. This can be used in court and legal institutions. It could use complex language which not everyone will understand.

(4.2) Explain what is meant by presentation software and the features of them

It is used to display information, change/influence opinions and appeal to feelings, values and thoughts of the audience. It can include any combination of text, images, videos, animations and sound and link to other applications, documents, files and web pages. Presentation software can use animation to enable aspects of a slide to appear when a button is clicked.

(4.2) Explain what is meant by word processing software and the features of them

Word processing software can be used to type and edit text for letters, reports and memos

Text can be formatted with font type, size and colour

Graphics can be imported into a word-processed document. As well as features such as cut, copy, paste and spelling and grammar check

(4.2) Explain what is meant by email software and the features of them

Email software is when a message which may contain text and/or images. Emails can have attachments sent through a network to a specified individuals or group of individuals. They can be sent anywhere in the world.

They are 24/7 unless there is maintenance.

Instant delivery.

Environmentally friendly.

Used for sending messages between colleagues and businesses.

(4.2) Explain what is meant by web software and the features of them

Web software is used to transmit and share information over the internet.

It is used for e-commerce, booking holidays and travel. internet banking, providing information on products and general knowledge.

(4.2) Explain what is meant by Blog software and the features of them

Blog software is a list of journal entities posted on a web page

They include entries that are ported in reverse chronological order

They reflect upon the personality of the author or the purpose of the website.

(4.2) Explain what is meant by vlog software and the features of them

Vlogs are a blog that includes video content (blog in video format)

They are used for self promotion

Used as a demonstration on how to do something.

(4.2) Explain what is meant by instant messaging software and the features of them

Used to exchange real time messages through a stand alone software or embedded software.

Takes place between 2 users in private communication

You can usually see whether the person is online when messaging them

Can include images and videos to be sent

Some services allow money to be sent through IM.

(4.2) Explain what is meant by teleconference software and the features of them

Teleconference software is used to communicate with multiple people at once using voice.

Does not include the video or screen sharing.

Basic 3 way calling and use of collective speaker phones are too low quality and true teleconferencing uses a conference bridge which acts like a sever that can answer multiple telephone calls at once. This means that the main equipment is in once location and people who join can do so with a regular telephone.

(4.2) Explain what is meant by video conference software and the features of them

Used to communicate with multiple people using video and voice

Can include the use of video and screen sharing

Significantly cheaper than flying around the world to do meeting calls

High bandwidth and good cameras are required to present a business appearance.

(4.3) Explain what is meant by decisiveness and the importance of having that attribute.

Understands that difficult decisions have to be made in a timely manner, to protect the organisation or individual.

Decisiveness is key to execute plans and achieve goals, and can lead to business success.

(4.3) Explain what is meant by punctuality and the importance of having that attribute.

Demonstrates responsibility, dedication and a willingness to take personal responsibility. Always being on time e.g. attending a meeting or completing a task.

Punctuality is important for the employee as it ensures that they are always on time and prepared for what's ahead. Employers value punctuality as it shows you are committed to the job and aren't there for the sake of being paid but helping the company thrive as well.

(4.3) Explain what is meant by self motivation and the importance of having that attribute.

Being able to do what is required without influence from others

By having self motivation for employees it means they will be able to produce high quality work no matter the challenges they face.

Employers value self motivation as it means that the work produced will be of high quality and the employee will be ready and willing to face new challenges whilst presenting a good attitude and work ethic.

(4.3) Explain what is meant by leadership and the importance of having that attribute.

Being able to motivate a group of people to work towards a common goal

Leaders must take responsibility for outcomes and be a role model for employees to follow.

Leadership is a valued skill for employers as it shows they can work well within a team, handle and take responsibility for tasks and adapt with feedback and have flexibility to solve problems within a workplace.

(4.3) Explain what is meant by respect and the importance of having that attribute.

Regarding someone or something as being worthy of admiration because of their good qualities

Employees must show respect and patience when dealing with both the customer and colleagues.

Employees showing respect increases engagement with the employees and improves communication and knowledge sharing therefore creating an environment that is good to work in rather than a burden

(4.3) Explain what is meant by dependability and the importance of having that attribute.

Being reliable by always doing something that you say you will and not making promises.

Employees must have dependability as they must be dependent upon reaching their deadlines to complete work. Without having dependability it means that employees can't be relied upon within a company when it comes to finishing work

Employers value dependability as a required skill as the employer must be able to depend upon the employee to complete work to their best ability as well as completing it on time.

(4.3) Explain what is meant by problem solving and the importance of having that attribute.

Being able to find solutions to simple or complex situations/issues

Employees must be able to look at problems in a numerous array of ways that can lead to suggestions on how a problem started and can be fixed

Employers enjoy seeing good problem solving skills as it helps show that the employee has a range of competencies like logic, reasoning, creativity and determination.

(4.3) Explain what is meant by determination and the importance of having that attribute.

Being able to work at something continually regardless of how difficult it is

Employees must have determination as they require focus to complete tasks not dependent on whether the task is fully challenging or not.

Determined employers can beat the odds as they are actively engaged in the tasks they complete and they want the best for themselves and the team or company they work with

(4.3) Explain what is meant by independence and the importance of having that attribute.

Being able to work without the control or influence of others

Independence should be important to the employee as the workers should not be relying on other staff members to complete their work as when they have an assigned task specifically for one individuals they must have independence in completing that task by themselves

Employers find independence important as when they give their employees their workers decisions to move forward on a task it gives value to the work. By making employees independent and making their own decisions it gives an opportunity for growth as they will face successes and failure.

(4.3) Explain what is meant by time management and the importance of having that attribute.

Being able to use your time effectively and/or productively to ensure that the work is completed on time

Employees must have to take time management into account as most tasks have a deadline and it is the workers ot reams responsibility to ensure the work is completed before the date.

Employers value time management as it affects performance and productivity. By having good time management it will help meet deadlines and produce better quality work. It is important for companies to prioritise work tasks and achieve goals faster.

(4.3) Explain what is meant by team working and the importance of having that attribute.

Being able to work with others to reach a common goal

Most jobs require teamwork, for an employee to be able to communicate and discuss in a team and make decisions which are fair is important as to complete the tasks there must be an agreement on what is correct.

Team working is a valued skill as the majority of jobs require teamwork. If employers can see that an employee has good teamwork skills it means that the employee is likely good with communication and cooperation and discussing ideas.

(4.3) Explain what is meant by written skills and the importance of having that attribute.

Being able to communicate your message in the written form with clarity and ease regardless of the intended audience

Written skills are required through both communication and work in a job for an employee as knowing the correct terminology is important when communicating between 2 or more individuals.

Employers will value someone with written skills as it proves that they have some formality when dealing with a customer online or emailing someone in the office. It shows that they are aware of the terminology to use and how to properly communicate.

(4.3) Explain what is meant by numerical skills and the importance of having that attribute.

Being able to reason with numbers and other mathematical concepts and then apply them to a range of contexts to solve a variety of problems

Employees may require some knowledge when it comes to maths skills as some roles may require mathematical equations such as in a spreadsheet.

Employers want people with strong mathematical knowledge as it helps with analytical thinking so that many employers are looking for when hiring.

(4.3) Explain what is meant by verbal skills and the importance of having that attribute.

Being able to share information with others using speech, ensuring that the spoken words are understood, as well as using the correct enunciation, stress and tone of voice

Spoken communication is a huge factor when employees are communicating between each other as they must be polite to one another especially with customers as it gives off a good impression and be respectful to coworkers.

Employers value communication skills as being able to deliver messages clearly and understand other people means work can be completed effectively and to the benefit of the company as a whole.

(4.3) Explain what is meant by planning skills and the importance of having that attribute.

Being able to make, develop and implement plans in order to achieve short and long term goals

Employees require good planning such as the amount of allocated time they will set aside to do work that ensures deadlines are met and it is carefully planned out. This ensures efficiency for the individual as having a good plan of what they need to complete or achieve is key.

Employers value planning as it helps get work done accurately and ahead of deadlines, also it avoids costly mistakes. Organising your work helps you be more efficient and develop effective plans that lead to productivity increases.

(4.3) Explain what is meant by organisational skills and the importance of having that attribute.

Being able to use time, energy and resources effectively to achieve goals

Employees must have good organisational skills as it can aid them in arranging digital and physical space, prioritising work and planning anything they are required to do.

Employers value organisational skills as they know you'll be efficient and do work on time. Being organised shows how much to the employer you care about your job and arriving on time with everything you need for that day is important.

(4.4) Explain why dressing appropriate for your job is important for both the employee and the employer.

Dressing appropriately to the job can make your job a lot easier as your appearance can affect the way you work. By dressing appropriately will mean to the employer that the employee is setting a good example to the company especially when visitors are within the building. It shows that the employees have good organisation as they turn up in appropriate clothing for the job.

(4.4) Explain why personal grooming for your job is important for both the employee and the employer.

Having good grooming/hygiene in a job is not only important for the employees but for the colleagues and employers as it can affect the way they work. Having good personal grooming is important to the employer as the employee will be representing the company and therefore means if there is a lack of personal grooming it can negatively affect the company as there may be breakouts of flu's or colds

(4.4) Explain why appearance for your job is important for both the employee and the employer.

The appearance of employees is important as it displays professionalism and there may be a code that you must follow

Appearance is important for the employer as the employer may have something in place which displays how you should look each day such as the amount of jewellery you can wear or the type of clothes.

(4.4) Explain why can do attitude for your job is important for both the employee and the employer.

Having a positive attitude can make the employee better noticed by peers. Having the Can do attitude will mean that even in difficult times it, you will be able to complete tasks which may be hard however also shows a prospect of determination

Having a good attitude means that employers will be hiring someone with self motivation which will allow the employer to identify that they will be working to the best of their ability to meet deadlines.

(4.4) Explain why responsiveness for your job is important for both the employee and the employer.

Employees showing a good amount of responsiveness is good as it allows the company to progress further. Responsiveness refers to the ability of a system or unit to complete assigned tasks within a given time.

Having good responsiveness will indicate to the employer that the employee has the ability to get assigned tasks done within the deadline/ given time and proves to the employer that they are responsive.