Unit 3: Principles of Communication in Health and Social Care L/615/6717

This unit covers the principles of communication in health and social care. It includes identifying different reasons people communicate, explaining how communication affects relationships in the work setting, features of two-way communication, barriers to effective communication, ways to overcome communication barriers, strategies to clarify misunderstandings, ways to maintain confidentiality, importance of meeting service-users individual communication needs, ways to establish communication and language needs, and more.

Unit 3: Principles of Communication in Health and Social Care L/615/6717
These questions are to be completed by the learner and marked by the assessor.
Question 1 (Assessment Criteria 1.1)
Identify the different reasons people communicate (you must identify at least six)
People communicate due to many reasons like;
1. To express needs
2. To establish social interaction
3. To give instructions
4. To share information
5. To ask questions
6. To express feelings and emotions
7. To offer compassion, grief, empathy or reassurance
8. To build and maintain relationships
To be completed by the assessor:
Does the learner’s answer meet the requirements of the
assessment criteria?
Yes No
Question 2 (Assessment Criteria 1.2)
Explain how communication affects relationships in the work setting (expected 25-100
words)
Good communication helps in good team formation and boost teamwork with increased
collaboration and cooperation skills. Workplace communication is an essential factor to
access internal communication. Effective communication between employers, supervisor and
employer, manager and staff ensures that team and management are on the same page.
Lack of communication in workplace effect productivity, engagement, morale and
satisfaction. Communication is a crucial key to produce better results, drive positive
outcomes for organisations and teams.
To be completed by the assessor:
Does the learner’s answer meet the requirements of the
assessment criteria?
Yes No
Question 3 (Assessment Criteria 1.3)
Explain the features of two-way communication (expected 25-100 words)
Communication is negotiated in two-way communication. When communication proceeds in
two ways then both participants that is sender and receiver tends to listen each other, gather
information, create understanding and able to make preferable and suitable changes by
working together as a team in unity. In this type of communication both the participants
intends to reach a common point with mutual understanding. Some of the examples of two
way communication are; Video calls, audio calls, face to face meetings, staff meetings, etc.
some type language gap (resulting from slang) between the new or older age people can
inhibit the conversation impact fully. Ineffective communication because of the strong accent
can make a barriers in the any business and also show some of the negative impact of daily
performances and job opportunities.
To be completed by the assessor:
Does the learner’s answer meet the requirements of the
assessment criteria?
Yes No
Question 4 (Assessment

Criteria 2.1)
Explain how people from
different backgrounds may
use and/ or interpret
communication methods in
different ways (expected
25-100 words)
Main reason behind use and
interpretation of language
from different background is
that every family has their
own way of communication.
To communicate in an
effective and efficient way it
is useful to appreciate
different backgrounds and
develop an understanding
regarding different methods
of communication.
Background of an individual
may include their traditions,
culture, beliefs, upbringing,
country of origin and local
customs.
To be completed by the
assessor:
Does the learner’s answer meet the requirements of the
assessment criteria?
Yes No
Question 5 (Assessment
Criteria 2.2)
Identify barriers to effective
communication (you must
identify at least six)
Some of the most common barriers
that may act as hurdle in the way of
good communication are:
 Interpersonal Barrier: These
are the pattern of behaviour
that act as barrier which can
be tricky to identify. An
individual may have issues
with tendency to play games
or self-esteem.
Disorganisation and
workplace culture may
exacerbate issues.
 Perceptual Barrier: It is
based on mind and thinking
process of people which
defines that how they like to
perceive any thing. Every

individual may have their
own thoughts, unique
biases and may perceive
things on the basis of their
past experience.
 Emotional Barrier: This is a
sort of negative feeling
which an individual acquire
from a specific place,
people and situations.
Emotional communication
may be the result of any bad
experience which stimulate
emotions like mistrust and
fear that act as barrier to
effective interaction.
 Cultural Barrier: This
communication barrier arise
if an individual do not create
understanding on required
patterns of behaviour. Such
tendency or nature to resist
the pattern may increase
the risk of doing something
wrong which might hurt
someone's sentiments
belong to that particular
culture.
 Language Barrier: It refers
to using the words in front of
an individual to which he/
she might not be familiar
with.
 Gender Barrier: This barrier
arise due to differences in
speech and perception
pattern of men and women.
 Some of the physical
impairment like autism also
influenced negatively and
impact the effective
communication. some of the
other communication barrier
related to physical
impairment are mental
disabilities, hearing problem
and so on. Due to these all
of the physical impairment
people have to face
communication problem.
To be completed by the
assessor:
Does the learner’s answer meet the requirements of the
assessment criteria?
Yes No

Question 6 (Assessment
Criteria 2.3)
Explain ways to overcome
barriers to communication
(you must explain at least
four)
Communication barriers can
be overcome by:
 By using clear and
appropriate language
that must be
understandable by
everyone indulged in
a communication.
 By checking is it the
correct time or place
to communicate any
specific talk to specific
person.
 By communicating
one thing at a time.
 By checking whether
receiver perceived the
same information that
one tends to share.
To be completed by the
assessor:
Does the learner’s answer meet the requirements of the
assessment criteria?
Yes No
Question 7 (Assessment
Criteria 2.4)
Explain strategies that can
be used to clarify
misunderstandings (you
must explain at least four
strategies)
Some guidelines can be
followed to clarify
misunderstandings are;
 Ask for repetition if
message received by
the receiver is not
completely
understandable or to
cross check for the
information been
passed.
 Ask fro specific
examples to clarify
the motivation of
communication.
 Always prefer to have
open and clear
communication, use
non-directive queries-
if appropriate.

 It is always better to
cross confirm and
admit unclarity openly
rather than adopt
doubt.
To be completed by the
assessor:
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assessment criteria?
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Question 8 (Assessment
Criteria 2.5)
Explain ways to maintain
confidentiality in day-to-day
communications (you must
explain at least three)
Confidentiality can be
maintained by number of
ways:
 Always mind before
sharing an
information to an
individual by ensuring
that he/she is worthy
of it or not.
 By creating thorough
policies and
confidentiality
agreements.
 Make sure that
confidential
information should be
stored in a secure
system.
To be completed by the
assessor:
Does the learner’s answer meet the requirements of the
assessment criteria?
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Question 9 (Assessment
Criteria 3.1)
Explain the importance of
meeting a service-users
individual communication
needs (you must explain at
least four factors)
Through effective
communication between
service-user and provider, an
individual is able to find out
needs and demands raised
by the user as well avoid
potentially distressing
miscommunications and
misunderstandings. Good
communication helps in
developing trustworthy

relationship with clients,
address needs, issues and
expectations. As per the best
communication needs there
are several factor which play
a critical role in effective
communication. These
common factors are
efficiency, effectiveness,
convenience and satisfaction.
To be completed by the
assessor:
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assessment criteria?
Yes No
Question 10 (Assessment
Criteria 3.2)
Explain how to establish the
communication and language
needs, wishes and
preferences of service-users
(you must explain at least
four methods)
The most impactful
way to make sure that
service user are
meeting
communication needs
of someone and
offering person-
centred care is to
know as more as
possible. There are
several way to
establish
communication and
languages
requirement are
following:
 [pay full of
attention to the
person when
listening them.
 Identify the
effective
communication
needs.
 Observe the
person
communication
and behaviour
cues.
 Provide support to
the person to
interact through
communication.
To be completed by the

assessor:
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assessment criteria?
Yes No
Question 11 (Assessment
Criteria 3.3)
Explain how to access
information and support
about identifying and
addressing specific
communication needs (you
must explain at least
three methods)
 By the assist of
interpreting groups
which represent nine
diverse organiosation
can support the
communication of
persons with severe
disabilities.
 Some of the advocacy
groups or self-
advocacy are play
some crucial role in
addressing the special
communication
requirement.
 Effective
communication is a
vital part of the
empowerment
process to
communication needs
to peoples with
disabilities.
To be completed by the
assessor:
Does the learner’s answer meet the requirements of the
assessment criteria?
Yes No
Question 12 (Assessment
Criteria 3.4)
Explain how own role and
practice can impact on
communication with a
service-user who has specific
communication needs
(expected 25-100 words)
Role and practices performed
on our own can impact the
communication:
 By providing support
individuals to express
themselves.
 It is important to
interact with them,
identify their needs

and access
information based on
their communication
needs.
 It is important to
provide support,
encourage such
people to
communicate.
To be completed by the
assessor:
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assessment criteria?
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Question 13 (Assessment
Criteria 3.5)
Analyse reasons why a
service-user may use a form
of communication that is not
based on a formal language
system (expected 25-100
words)
An individual use a informal
language system may
include the fact that they
may not be taught or trained
to use formal language
system. Informal language
system may include; body
language, breathing pattern.
A service user may have
some of the mental issue due
to which they may have lost
his mental capacity to know
how to use some of the
formal language via formal
language system. Many more
other condition also influence
their language like some
physical issue like hearing
issue and so on.
To be completed by the
assessor:
Does the learner’s answer meet the requirements of the
assessment criteria?
Yes No
Question 14 (Assessment
Criteria 3.6)
Explain the factors to
consider when promoting
effective communication
(you must explain at least
six factors)
Some factors need to be
taken in consideration to
communicate effectively are;
 Non-verbal: by the
non-verbal
communication like

body language and
posture person can
impact the other
person positively or
negatively.
 Communications:
through the
appropriate style of
communication
people can influence
the another person
positively.
 Empathy: it ability to
identify the emotions
of others and
correctly understand
the perspective of
others.
 Be personable: speak
carefully, make eye
contact without
disturbing the other
person.
 Be respectful: respect
every one perspective
to the effective
communication.
 Be clear: for effective
communication
always be clear in
thoughts.
 Listen carefully: to
effective
communication, listen
carefully to others and
try to understand the
perspective of others
also.
To be completed by the
assessor:
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assessment criteria?
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Question 15 (Assessment
Criteria 3.7)
Describe a range of non-
verbal forms of
communication (you must
describe at least six)
15. There are several kinds of
non-verbal forms of
communication:
▪ Facial expression
▪ Body movement
and posture
▪ Gesture
▪ Eye contact
▪ Body language

▪ Paralanguage
To be completed by the
assessor:
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assessment criteria?
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Question 16 (Assessment
Criteria 3.8)
Explain a range of
communication methods and
styles to meet a service-
users individual needs
(expected 25-100 words)
16. There are various
several approaches or
ranges of
communication
method and styles to
fulfil a service users
individual needs.
These approaches
includes non-verbal
communication,
verbal
communication,
written
communication, visual
communication and
listening. According to
the various research
communication like
non-verbal body
language and cues,
tone of voice and
facial consider to
approximate 55% of
all communication.
People can frequently
state what they is
feeling by their eyes.
Body language, the
manner people stand
and sit. Sign , picture
and symbols. There
are some specific
common gesture or
sign which most
human being
automatically identify.
As for example a
thumbs up can mean
every thing is all right
and a hand waves can
means hello or
goodbye. Touching

another human being
means message of
care or affections.
Verbal communication
as listening,
paraphrasing, open
question, clarifying,
closed question, pitch
and tone.
To be completed by the
assessor:
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assessment criteria?
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Question 17 (Assessment
Criteria 3.9)
Explain how to maximise the
effectiveness of
communication by making
adaptations to own verbal
and non-verbal
communication style (you
must explain at least four
methods)
17. By the applying the
following tips which can
assist people to maximise
the effectiveness of
communication by making
some adaptations to own
verbal and non-verbal
communication style:
 Think before speaking: by
this person can represent
their perspective very
clearly.
 Understand the audience:
through this person can
communicate with audience
impact fully.
 Employ active listening:
through this person can
understand the thinking of
others.
 Be mindful of own tone: to
effective communication
person should be polite and
calm.
 Use concise language
 pay attention to the
body language: it
affects positively or
negatively the person
in front of you.

To be completed by the
assessor:
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assessment criteria?
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Question 18 (Assessment
Criteria 3.10)
Explain how to monitor the
effectiveness of chosen
communication methods
(you must explain at least
two methods)
18. There are several steps
through which people can
monitor effectiveness of
communication:
 By establishing the limitation
foe what people will
measure.
 Analyse feedback and
response from others
people.
 Track the impacts of
communication.
 By watching, checking,
observing and keeping a
process track to a purpose.
 By understanding of
the message, people
can monitor the
effectiveness of
communications.
To be completed by the
assessor:
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assessment criteria?
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Question 19 (Assessment
Criteria 3.11)
Explain why meeting
communication needs can be
thought of as a ‘dynamic
process’ (expected 25-100
words)
Meeting communication
requirements can be thought
of as a dynamic process
because of it is composed by
the multiple steps and
elements. Meeting
communication need
contains different elements

and steps as, a sender,
message, encoding, a
receiver, noises, decoding
feedback, context and the
response of receivers.
Meeting communication is
need can be dynamics
because it involves a number
of different variety of
activities and forces
interacting with the time. The
relationship with human
being engaged in
communication regular
develop and grows.
To be completed by the
assessor:
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assessment criteria?
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Question 20 (Assessment
Criteria 4.1)
Identify specialist services
relating to communication
technology and aids (you
must identify at least six)
There are various types of the
specialist services associated to
communication aids and technology
are following:
 Speech therapist.
 Body language
therapist
 Some of the
communication
therapist
To be completed by the
assessor:
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assessment criteria?
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Question 21 (Assessment
Criteria 4.2)
Explain a range of
communication methods and
aids to support
communication (expected
25-100 words)
There are various range of different
communication methods and aids to
support the communication. This
includes non-verbal communication,
verbal communication, written
communication, visual
communication, and listening. Non-

verbal communication like facial
expression, through this people can
understand the feeling of others by
facial expression of that person.
Body language, it is the way of
expressing our feeling through the
body posture. In verbal
communication people can express
their feeling by using voice or
languages through the different kind
of question and answer. In written
communication various types of style
are use to express the feeling in
written format. There are some aids
of the communication like symbols,
like waving of hands and thumbs up.
Charts with picture and words and
letters are the another kinds of aids
of communication.
To be completed by the
assessor:
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assessment criteria?
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Question 22 (Assessment
Criteria 4.3)
Describe types of support
that a service-user may need
in order to use
communication technology
and aids (you must describe
at least (you must describe
at least four types)
The equipment should be
fully charged.
Swithch on the equipment.
A expert which know how to
run equipment
To be completed by the
assessor:
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assessment criteria?
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Question 23 (Assessment
Criteria 4.4)
Explain the importance of
ensuring that communication
equipment is correctly set up
and working properly
(expected 25-100 words)
It is crucial to ensure that the
communication equipment is
set up correctly as the proper

working of these equipments
ensures the safety of service
health users. Correct set up
ensures that proper
communication is
coordinated between people
to avoid the possibility of any
misunderstandings and
miscommunications. If the
equipment is not set up
properly it can lead to being
a waste of time and money.
To be completed by the
assessor:
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assessment criteria?
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Question 24 (Assessment
Criteria 4.5)
Explain when and to whom
referrals for maintenance or
repair of assistive technology
would be made
When referrals for maintenance would be
made
To whom
referrals for
maintenance
would be
made
Small repairs
major repairs
special evaluation will be done eventually for
the conduction of assistive technology
AT assessor-
self managed
participants
which make a
direct claim
AT supplier
these experts
will help in
the
identification
of aids which
helps in
maintaining
the workforce
to ensure
health and
safety of the
user.
To be completed by the
assessor:
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assessment criteria?
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Question 25 (Assessment
Criteria 4.6)
Explain how assistive
technology can have a
positive impact on the

wellbeing and quality of life
of service-users (expected
25-100 words)
The process of assistive
technologies helps in the
process of communication
as it fulfils the needs of
support services patient
which are hospitalized.
These technologies help
in providing long term
care to both patients and
healthcare providers. The
impact of diseases will be
huge without the use of
assistive technology
which will lead to
deterioration of overall
health of a patient and
their families. These
communication
technology also provide
support to several fields
like in any organisation
meetings, various
interviews and many
more things like this
To be completed by the
assessor:
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assessment criteria?
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Question 26 (Assessment
Criteria 5.1)
Describe the importance of
providing a service-user with
opportunities for
communication (you must
describe at least three
factors)
Service-user's chosen
method of communication
will enable individuals to find
out about the needs, desires
and wishes of patients along
with their consent. In
addition to this, the
possibility of dis stressing
misunderstandings and
miscommunication will be
avoided during the
facilitation of communication
process. The chosen method
of communication will help
healthcare provider to
understand the thoughts and
emotions of the service user
at their own pace without
any hurdles.

To be completed by the
assessor:
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assessment criteria?
Yes No
Question 27 (Assessment
Criteria 5.2)
Explain how to support a
service-user to develop
communication methods to
facilitate interaction with
others (you must explain
at least four methods)
It is very important to
support service user to
develop various
communication methods with
the implementation of
efficient skills and knowledge
as it is important to initiate
the process of
communication to ensure
interaction of people with
other peers. This will ensure
building a cheerful
environment. Workplace
communication can be verbal
communication, body
communication, phone
communication and written
communication.
To be completed by the
assessor:
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assessment criteria?
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Question 28 (Assessment
Criteria 5.3)
Explain how to support
others to understand and
interpret a service-user’s
chosen method of
communication (you must
explain at least three
methods)
These methods of
communication will enable
service providers to build
trust and interest with other
individuals and their family
members. The effective
needs of the individuals will
be met in health and social
care services
Visual communication,
written communication,
verbal communication
To be completed by the
assessor:

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assessment criteria?
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Question 29 (Assessment
Criteria 5.4)
Explain how to support
others to be understood by a
service-user (you must
explain at least three
methods)
Providing opportunities for the
individual in order to make proper
communication with other in order to
create the mean that is show the
aspect of support. It is also support
other to make proper understanding
and interpret the individual
communication as it is well
understood by the individual. The
adult care worker which may already
determine colleagues at work and so
explaining how individual
communicate what they can show
the communication that may create
individual preference. For example,
when proper support an individual
out of their local community such as
with local community. Therefore,
support is usually provide to service
user by providing proper care for
their day to day activities. By
providing some of the coomunication
aid and expert of these
communication technology, person
can be supported to effective
communication.
To be completed by the
assessor:
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assessment criteria?
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Question 30 (Assessment
Criteria 6.1)
Explain the importance of
documenting information
regarding a service-users
communication (you must

explain at least three
factors)
The initial assessment that is usually
carried out as earlier stated with the
collated risk and preference from the
individual. This information that they
work together with interaction
method where individual prefers and
they aid which they can support their
communication that will be written
into the individual plan of care so that
transition to the base are usually
monitored. The record usually
includes with nature of their
communication difference, how they
themselves and ways which can
show the effective overcoming the
difference
To be completed by the
assessor:
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assessment criteria?
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Question 31 (Assessment
Criteria 6.2)
Explain how to evaluate the
effectiveness of agreed
methods of communication
and support (you must
explain at least three
methods)
The agreed method of
communication and make the
support are only effective that they
show the individual communication
which is based on skills and
knowledge which is remain constant.
in addition, the transition is occurring
change then so do their support
needs. As a care worker which help
to change to their individual
communication skills
To be completed by the
assessor:
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assessment criteria?
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Question 32 (Assessment
Criteria 6.3)
Explain the importance of
reflecting upon own practice
with regards to means of
communication (you must
explain at least two

factors)
It allows to make the recognition to
the own strength and weakness and
use this to guide on going learning.
In addition, the main importance of
using reflection with the means of
communication. It helps to develop to
skilled directed learning, improve
motivation and improve the quality of
care that help to provide proper care
and it help to show the fact which is
follow the context of communication.
To be completed by the
assessor:
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assessment criteria?
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Question 33 (Assessment
Criteria 6.4)
Explain how to support the
continued development of a
service-user’s
communication skills (you
must explain at least four
methods)
The service user communication
skills usually enhanced the
development such they can take
proper interaction on the
personalised level.
Therefore, they also avoid to use
jargon and negative phrases.
Use positive language with the touch
of empathy.
Use consistent and brand vocabulary
that allow service user to enhance
the communication skills.
To be completed by the
assessor:
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assessment criteria?
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Unit 3: Learner, Assessor and Interviewer Declarations
To be Completed by the Learner
I confirm that all the answers are my own work and my
knowledge is valid, reliable, sufficient and authentic.
What I have learnt from this unit is:
Learner Name:
Learner Signature:
Date:
To be Completed by the Assessor
The above evidence has been assessed against the
standards for this unit and has been judged for validity,
authenticity, currency, reliability and sufficiency. I am
satisfied that the learner has fully demonstrated his/ her
knowledge and met all requirements for this unit.
Assessor’s Comments:
Assessor Name:
Assessor Signature:
Date:
To be Completed by the Interviewer (Additional
Requirements)
I can confirm that :
An audio/ video recorded learner interview and
identification check was conducted for this unit, within
which at least two unit relevant questions were asked of
the learner.
( Yes / No )
The format of this interview was: ( Face to Face / Video Conference )
The learner’s photographic identification was checked
and verified as part of the interview process. ( Yes / No )
Type of Identification:
The full names of both the interviewer and the learner
were clearly stated within the audio/ video recording ( Yes / No )
Interviewer Name:
Interviewer Signature:
Date: