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P3CS13-1
Table of Contents
Click on the icon to the left to open an activity sheet containing tasks for you to read and complete. If you have any questions you should contact your tutor who will be able to offer guidance.
Table of Contents
Tutorial Video
Reading Materials
‘Writing techniques’ from the Business Balls website.
‘Brilliant communication skills’ by Gill Hasson, 2012 published by Pearson.
Presentation
Good Practice Example
Interactive Quiz
Evidence Opportunities
Extended Learning
Click on the link and read ‘Writing skills’ on the Skills You Need website.
Click on the link to read more information about the Data Protection Act on the Information Commissioner’s Office website.
Find ‘Customer care excellence: How to create an effective customer focus’, by Sarah Cook, published by Kogan Page and read: Chapter one ‘An introduction to customer care’, chapter three ‘Listening to customers’ and chapter six ‘The internal customer’.N.B. You should be able to borrow this book from your local library.
Search on the internet for information about the Consumer Rights Act 2015.
Think And Challenge
Click on the link to read this case study about ‘Building a better business through communication’ at Alliance and Leicester.
Paying particular attention to ‘Page 3: Written communication’, what do you think are the differences between written and electronic communication, and how is this used well at Alliance and Leicester?
