1.1. 8.1 - Identify the characteristics of different types of teams, the drivers of team performance and the characteristics consistently associated with team excellence
1.2. 8.2 - Describe the five stages of group development and four general roles within a work group or team.
1.3. 8.3 - Identify and explain factors that influence work group and team performance.
1.4. 8.4 - Compare factors that enhance teamwork and communication with those that lead to disruptive behaviours and conflict within a team.
2. Chapter 9 – Effective meetings: Face-to-face and virtual
2.1. 9.1 Identify the characteristics of effective meetings.
2.2. 9.2 Explain the roles of chairperson and secretary.
2.3. 9.3 Identify task and maintenance roles, and the features of collaboration common to face-to-face and virtual meetings.
2.4. 9.4 Identify strategies that improve communication in virtual meetings, and discuss barriers to communication common to both face-to-face and virtual meetings.
2.5. 9.5 Explain the impact of the venue and seating arrangements on the dynamics of a meeting.
3. Chapter 10 – Customer engagement
3.1. 10.1 Identify the stages of customer engagement and the organisational need at each stage.
3.2. 10.2 Outline features of an organisational culture that embraces customer engagement.
3.3. 10.3 Discuss the role of communication in customer engagement.
3.4. 10.4 Identify the characteristics of an effective complaints-handling process, and explain the benefits of the process for the complainant and the organisation.
