Short Answer Questions 14 Communicating with People Outside the Team




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TitleShort Answer Questions 14 Communicating with People Outside the Team
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Short Answer Questions – M2.14 Communication With People Outside The Team

Short Answer Questions - M2.14 Communicating with People Outside the Team



Learner name:


Learner registration number:

Understanding the importance with people outside the team


  1. Briefly describe one way that a team leader could build effective working relationships with people outside the team (20 marks)












Understanding how to present and positive impression with those outside the team





  1. Explain why knowledge about the product or service being offered is important if you want to give a positive impression to people outside the team (20 marks)



























  1. Explain why it is important to observe legal, organisational and ethical rules when providing information to customers in an organisation. (20 marks)



































  1. Briefly describe two communication skills you need to be able to communicate effectively with people outside the team (30 marks)



























  1. Give one example of the type of decision that you have to refer to someone with more authority in the organisation (10 marks)











Learners must achieve at least 50% of marks available within each learning outcome. In some instances learning outcomes may be covered by more than one question.

Learning outcome 1: Question 1 only

Learning outcome 2: Questions 2 - 5 combined



Assessor’s decision

Quality assurance use

Total marks

Outcome

(circle as applicable)

Total marks

Outcome

(circle as applicable)

Total 50 + overall, AND minimum in each section

PASS/referral

Total 50 + overall, AND minimum in each section

PASS/referral

Section referral if applicable:


Date of IQA check:


Name of assessor:


Name of IQA:


Assessor signature and date:


IQA signature:


ILM EV signature:


Date externally verified (where applicable):




^

Answers to Short Answer Questions - M2.14 Communicating with People Outside the Team




Understanding the importance of effective communication with people outside the team





  1. Briefly describe one way that a team leader could build effective working relationships with people outside the team (20 marks )


Answer could include descriptions of

  • Courteous manner

  • Knowledgeable of product and service

  • Positive attitude

  • Helpful attitude in solving problems

  • Prompt response


Or Suitable Alternatives

^

Understanding how to present a positive impression with those outside the team





  1. Explain why knowledge about the product or service being offered is important if you want to give a positive impression to those outside the team (20 marks)


Answer could include explanations of:

  • Can answer questions people may have

  • Looks professional / responsible

  • Doesn’t waste time having to go and find out information

  • Sets a good example to the team


Or Suitable Alternatives


  1. Explain why it is important to observe legal, organisational and ethical rules when providing information to customers in an organisation. (20 marks)


Answer should include reference to:


  • Organisations and individuals have to obey the law

  • Individuals have to comply with organisational policies relating to customers


Or Suitable Alternatives



  1. Briefly describe two communication skills you need to be able to communicate effectively with people outside the team (30 marks)




Skill

Example

Speaking

Explaining information answering questions

Listening

Identifying what someone wants to know

Observing body language

Recognising how someone feels about a topic

Give verbal cues

Showing that you are listening actively e.g. eye contact or nodding


Or Suitable Alternatives


  1. Give one example of the type of decision that you have to refer to someone with more authority in the organisation (10 marks)


Answer could include:

  • Situations causing additional expenditure

  • Health and safety issues

  • Legal issues

  • Disciplinary issues


Or Suitable Alternatives


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Every effort has been made to ensure that the information contained in this publication is true and correct at the time of publication. However, ILM products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. ILM cannot accept liability for loss or damage arising from the use of information in this publication.

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