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Contents

Series preface

Unit specification

Workbook introduction

1    ILM Super Series study links

2    Links to ILM qualifications

3    Workbook objectives

Session A     The communication process

1    Introduction

2    The importance of communicating effectively at work

3    The communication cycle

4    Recognizing and overcoming barriers to communication

5    Ensuring effective communication in the workplace

6    Summary

Session B     Communication media

1    Introduction

2    Choosing the right method of communication

3    Face-to-face communication

4    Gathering and using feedback

5    Non-verbal communication

6    Summary

Performance checks

1    Quick quiz

2    Workbook assessment

Reflect and review

1    Reflect and review

2    Action plan

3    Extensions

4    Answers to self-assessment questions

5    Answers to activities

6    Answers to the quick quiz

7    Certificate

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