This generic module covers aspects of customer service in the passenger transport industry. The themes in this module give learners the opportunity to find out more about customer service and to develop the following communication skills: speaking appropriately to customers, responding to customer requests, dealing effectively with complaints, dealing with difficult situations, dealing with customers with disabilities and taking non-cash payments. Word files and audio files related to this module are available in the Transport zip file.

This module considers the communication skills learners need to operate effectively and develop at work. Themes include: developing your own knowledge and practice, the review and appraisal process, working towards an NVQ and training. Word files and audio files related to this module are available in the Social Care zip file.

This module covers the following areas: understanding the care plan, gathering information to support the care planning process and recording information that will contribute to the care plan. Word files and audio files related to this module are available in the Social Care zip file.

In this module learners can explore and practise a range of communication skills they will need in the care setting. These include: adapting communication skills to a wide range of people, listening and talking to residents, exchanging information with other care workers and dealing with difficult situations. Word files and audio files related to this module are available in the Social Care zip file.