training and coaching in the workplace

Understanding training and coaching in the workplace
MARK SHEET – Understanding the communication process in the workplace
Centre Number : Centre Name :
Learner Registration No : Learner Name:
INSTRUCTIONS FOR ASSESSMENT AND USE OF MARK SHEET
Assessment must be conducted with reference to the assessment criteria (AC). In order to pass the unit, every AC must be met.
Assessors will normally award marks for every AC and then total them into a percentage. However, for greater simplicity, there is the option to not use marks at all
and merely indicate with a ‘Pass’ or ‘Referral’ in the box (below right). In order to pass the unit every AC must receive a ‘Pass’.
Where marks are awarded according to the degree to which the learner’s evidence in the submission meets each AC, every AC must be met, i.e. receive at least half marks
(e.g. min 10/20). Any AC awarded less than the minimum produces an automatic referral for the submission (regardless of the overall mark achieved).
Sufficiency descriptors are provided as guidance. If 20 marks are available for an AC and the evidence in the submission approximates to the ‘pass’ descriptor, that
indicates it should attract 10 marks out of 20, if a ‘good pass’ then ca. 15 out of 20. The descriptors are not comprehensive, and cannot be, as there are many ways in
which a submission can exceed or fall short of the requirements.

1. Learner named above confirms authenticity of submission.

2. ILM uses learners’ submissions – on an anonymous basis – for assessment standardisation. By submitting, I agree that ILM may use this script on condition that
all information which may identify me is removed.

However, if you are unwilling to allow ILM use your script, please refuse by ticking the box: ?

Learning Outcome / Section 1: Understand the nature and importance of the communication process in the workplace
Assessment Criteria (AC) Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass result] Assessor feedback on AC

AC 1.1
Explain the importance of effective communication in the workplace
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Hint: see Workbook P 7

• The importance of communication in the workplace is not explained • The importance of effective communication in the workplace is briefly
explained • The importance of effective communication in the workplace is fully explained
/ 8
(min. of 4) Pass or Referral

AC 1.2
Describe the stages in the communication cycle
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• The stages in the communication cycle are not described or are only partially described
• All the stages in the communication cycle are briefly described • All the stages in the communication cycle are described in detail. Examples
may be included of the various stages to expand the description
Hint: see Workbook P 17
/ 8
(min. of 4) Pass or Referral

AC 1.3
Identify possible barriers to communication in the workplace
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• Possible barriers to communication in the workplace are not identified
• Only one possible barrier to communication in the workplace is identified • Two or more possible barriers to communication in the workplace are
briefly identified • A range of possible barriers to communication in the workplace are identified in detail

Hint: see Workbook P18-24

/ 8
(min. of 4) Pass or Referral

AC 1.4
Explain how to overcome a potential barrier to communication
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• How to overcome a potential barrier to communication is not explained or if explained is incorrect or incomplete • An explanation of how
to overcome a potential barrier to communication is given, although the explanation may lack detail • A detailed explanation of how to overcome a potential
barrier to communication is given
Hint: see Workbook P21-23

/ 8
(min. of 4) Pass or Referral
Section comments (optional): Verification comments (optional):
Learning Outcome / Section 2: Understand the methods of communication
Assessment Criteria (AC) Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass result] Assessor feedback on AC
AC 2.1
Describe the main methods of written and oral communication in the workplace and their uses
Referral [ca. 3/12] Pass [6/12] Good Pass [ca. 9/12]

Hint: see Workbook P26-27

• The main methods of written and oral communication in the workplace and their uses is not described
• The main method of only written or only oral communication in the workplace is described
• The uses of both written and oral communication in the workplace is not described or only the use of written or only the use of oral is described •
One main method of written and one main method of oral communication in the workplace are briefly described
• One use of written and one use of oral communication in the workplace are briefly described
• One main method of written and one main method of oral communication in the workplace are described in detail
• One use of written and one use of oral communication in the workplace are described in detail

/ 12
(min. of 6) Pass or Referral

AC 2.2
Identify the main advantages and disadvantages of written methods of communication
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• The main advantages and disadvantages of written methods of communication are not identified
• Only one main advantage or only one main disadvantage of written methods of communication is identified

• One main advantage and one main disadvantage of written methods of communication are briefly identified
• One main advantage and one main disadvantage of written methods of communication are fully identified

Hint: see Workbook P20

/ 8
(min. of 4) Pass or Referral

AC 2.3
Identify the main advantages and disadvantages of oral communication
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• The main advantages and disadvantages of oral communication are not identified
• Only one main advantage or only one main disadvantage of oral communication is identified
• One main advantage and one main disadvantage of oral communication are briefly identified

• One main advantage and one main disadvantage of oral communication are fully identified

Hint: see Workbook P20
/ 8
(min. of 4) Pass or Referral

AC 2.4
Explain how non-verbal communication can influence the effectiveness of oral communication
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• An explanation of how non-verbal communication can influence the effectiveness of oral communication is not given or if given is incorrect •
How non-verbal communication can influence the effectiveness of oral communication is explained although the explanation may be limited • A detailed explanation
of how non-verbal communication can influence the effectiveness of oral communication is given.
• Examples may be included to amplify the explanation

Hint: see Workbook P13-16
/ 8
(min. of 4) Pass or Referral

AC 2.5
Explain the value of feedback in ensuring effective communication
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• The value of feedback in ensuring effective communication is not explained or is incorrect • The value of feedback in ensuring effective
communication is briefly explained • The value of feedback in ensuring effective communication is explained in detail
Hint: see Workbook P39-40

/ 8
(min. of 4) Pass or Referral
Section comments (optional): Verification comments (optional):

Learning Outcome / Section 3: Be able to assess own effectiveness in communication
Assessment Criteria (AC) Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass result] Assessor feedback on AC

AC 3.1
Assess own performance in a frequently used method of communication

Referral [ca. 4/16] Pass [8/16] Good Pass [ca. 12/16] Hint: see Workbook P75-76
• No assessment is undertaken of own performance in a frequently used method of communication
• The assessment undertaken is only partially of self or is merely described • Limited criteria is used to assess own performance in a frequently used
method of communication • An appropriate range of criteria are used to assess own performance in a frequently used method of communication
/ 16
(min. of 8) Pass or Referral

AC 3.2
Outline actions to improve own performance in communicating

Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• Actions to improve own performance in communicating are not outlined
• Only one action to improve own performance in communicating is outlined • Two or more actions to improve own performance in communicating are outlined
• A range of actions to improve own performance in communicating are outlined
Hint: see Workbook P77

/ 8
(min. of 4) Pass or Referral
Section comments (optional): Verification comments (optional):

/ 100
TOTAL MARKS
Assessor’s Decision Quality Assurance Use
Outcome (delete as applicable): PASS / REFERRAL Signature of Assessor:

Date: Outcome (delete as applicable): PASS / REFERRAL Signature of QA:

Date of QA check:

MARK SHEET – Understanding the communication process in the workplace
Centre Number : Centre Name :
Learner Registration No : Learner Name:
INSTRUCTIONS FOR ASSESSMENT AND USE OF MARK SHEET
Assessment must be conducted with reference to the assessment criteria (AC). In order to pass the unit, every AC must be met.
Assessors will normally award marks for every AC and then total them into a percentage. However, for greater simplicity, there is the option to not use marks at all
and merely indicate with a ‘Pass’ or ‘Referral’ in the box (below right). In order to pass the unit every AC must receive a ‘Pass’.
Where marks are awarded according to the degree to which the learner’s evidence in the submission meets each AC, every AC must be met, i.e. receive at least half marks
(e.g. min 10/20). Any AC awarded less than the minimum produces an automatic referral for the submission (regardless of the overall mark achieved).
Sufficiency descriptors are provided as guidance. If 20 marks are available for an AC and the evidence in the submission approximates to the ‘pass’ descriptor, that
indicates it should attract 10 marks out of 20, if a ‘good pass’ then ca. 15 out of 20. The descriptors are not comprehensive, and cannot be, as there are many ways in
which a submission can exceed or fall short of the requirements.

1. Learner named above confirms authenticity of submission.

2. ILM uses learners’ submissions – on an anonymous basis – for assessment standardisation. By submitting, I agree that ILM may use this script on condition that
all information which may identify me is removed.

However, if you are unwilling to allow ILM use your script, please refuse by ticking the box: ?

Learning Outcome / Section 1: Understand the nature and importance of the communication process in the workplace
Assessment Criteria (AC) Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass result] Assessor feedback on AC

AC 1.1
Explain the importance of effective communication in the workplace
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Hint: see Workbook P 7

• The importance of communication in the workplace is not explained • The importance of effective communication in the workplace is briefly
explained • The importance of effective communication in the workplace is fully explained
/ 8
(min. of 4) Pass or Referral

AC 1.2
Describe the stages in the communication cycle
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• The stages in the communication cycle are not described or are only partially described
• All the stages in the communication cycle are briefly described • All the stages in the communication cycle are described in detail. Examples
may be included of the various stages to expand the description
Hint: see Workbook P 17
/ 8
(min. of 4) Pass or Referral

AC 1.3
Identify possible barriers to communication in the workplace
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• Possible barriers to communication in the workplace are not identified
• Only one possible barrier to communication in the workplace is identified • Two or more possible barriers to communication in the workplace are
briefly identified • A range of possible barriers to communication in the workplace are identified in detail

Hint: see Workbook P18-24

/ 8
(min. of 4) Pass or Referral

AC 1.4
Explain how to overcome a potential barrier to communication
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• How to overcome a potential barrier to communication is not explained or if explained is incorrect or incomplete • An explanation of how
to overcome a potential barrier to communication is given, although the explanation may lack detail • A detailed explanation of how to overcome a potential
barrier to communication is given
Hint: see Workbook P21-23

/ 8
(min. of 4) Pass or Referral
Section comments (optional): Verification comments (optional):
Learning Outcome / Section 2: Understand the methods of communication
Assessment Criteria (AC) Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass result] Assessor feedback on AC
AC 2.1
Describe the main methods of written and oral communication in the workplace and their uses
Referral [ca. 3/12] Pass [6/12] Good Pass [ca. 9/12]

Hint: see Workbook P26-27

• The main methods of written and oral communication in the workplace and their uses is not described
• The main method of only written or only oral communication in the workplace is described
• The uses of both written and oral communication in the workplace is not described or only the use of written or only the use of oral is described •
One main method of written and one main method of oral communication in the workplace are briefly described
• One use of written and one use of oral communication in the workplace are briefly described
• One main method of written and one main method of oral communication in the workplace are described in detail
• One use of written and one use of oral communication in the workplace are described in detail

/ 12
(min. of 6) Pass or Referral

AC 2.2
Identify the main advantages and disadvantages of written methods of communication
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• The main advantages and disadvantages of written methods of communication are not identified
• Only one main advantage or only one main disadvantage of written methods of communication is identified

• One main advantage and one main disadvantage of written methods of communication are briefly identified
• One main advantage and one main disadvantage of written methods of communication are fully identified

Hint: see Workbook P20

/ 8
(min. of 4) Pass or Referral

AC 2.3
Identify the main advantages and disadvantages of oral communication
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• The main advantages and disadvantages of oral communication are not identified
• Only one main advantage or only one main disadvantage of oral communication is identified
• One main advantage and one main disadvantage of oral communication are briefly identified
• One main advantage and one main disadvantage of oral communication are fully identified

Hint: see Workbook P20
/ 8
(min. of 4) Pass or Referral

AC 2.4
Explain how non-verbal communication can influence the effectiveness of oral communication
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• An explanation of how non-verbal communication can influence the effectiveness of oral communication is not given or if given is incorrect •
How non-verbal communication can influence the effectiveness of oral communication is explained although the explanation may be limited • A detailed explanation
of how non-verbal communication can influence the effectiveness of oral communication is given.
• Examples may be included to amplify the explanation

Hint: see Workbook P13-16
/ 8
(min. of 4) Pass or Referral

AC 2.5
Explain the value of feedback in ensuring effective communication
Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• The value of feedback in ensuring effective communication is not explained or is incorrect • The value of feedback in ensuring effective
communication is briefly explained • The value of feedback in ensuring effective communication is explained in detail
Hint: see Workbook P39-40

/ 8
(min. of 4) Pass or Referral
Section comments (optional): Verification comments (optional):

Learning Outcome / Section 3: Be able to assess own effectiveness in communication
Assessment Criteria (AC) Sufficiency Descriptors
[Typical standard that , if replicated across the whole submission, would produce a referral, borderline pass or good pass result] Assessor feedback on AC

AC 3.1
Assess own performance in a frequently used method of communication

Referral [ca. 4/16] Pass [8/16] Good Pass [ca. 12/16] Hint: see Workbook P75-76
• No assessment is undertaken of own performance in a frequently used method of communication
• The assessment undertaken is only partially of self or is merely described • Limited criteria is used to assess own performance in a frequently used
method of communication • An appropriate range of criteria are used to assess own performance in a frequently used method of communication
/ 16
(min. of 8) Pass or Referral

AC 3.2
Outline actions to improve own performance in communicating

Referral [ca. 2/8] Pass [4/8] Good Pass [ca. 6/8] Assessor feedback on AC
• Actions to improve own performance in communicating are not outlined
• Only one action to improve own performance in communicating is outlined • Two or more actions to improve own performance in communicating are outlined
• A range of actions to improve own performance in communicating are outlined
Hint: see Workbook P77

/ 8
(min. of 4) Pass or Referral
Section comments (optional): Verification comments (optional):

/ 100
TOTAL MARKS
Assessor’s Decision Quality Assurance Use
Outcome (delete as applicable): PASS / REFERRAL Signature of Assessor:

Date: Outcome (delete as applicable): PASS / REFERRAL Signature of QA:

Date of QA check:

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