Section One
1. Evaluate different communication skills, methods and models, and the circumstances they may be most appropriately used in
2. Describe how to achieve maximum impact by using a range of appropriate communication skills and methods
3. Analyse how communication skills underpin:
• achievement of positive outcomes for individuals and others
• the leadership and management of teams
• sustainable relationships and partnerships
4. Compare the models of conflict management and conflict resolution
5. Analyse factors that can cause friction and conflict within the workplace
6. Evaluate skills that underpin conflict management and conflict resolution techniques
7. Identify and overcome barriers to communication with a range of people
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Section Two
1. Evaluate own role and responsibilities in effective information management, and in supporting others to effectively handle information
2. Explain how to respond to a data breach, including reporting procedures
3. Explain how to initiate service’s business continuity plan and relevance to data and cyber security
4. Identify team’s training needs in relation to handling information and implement a plan to address these needs
Section Three
1. Analyse the relationship between the management of comments and complaints, risk management and safeguarding
2. Review the regulatory requirements, codes of practice and guidance for managing comments and complaints
3. Evaluate why those using services and others may be reluctant to raise comments or make complaints
4. Analyse attitudes and approaches that ensure comments and complaints can prompt continuous improvement of the service
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