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 Unit 16:Managing Communications,
  Knowledge and Information
 Unit code:L/601/0950
 QCF level:4 
 Credit value:15 credits


  • Aim


The aim of this unit is to show how communications, knowledge and information can be improved within an organisation including making better use of IT systems.


  • Unit abstract


This unit recognises that communications do not automatically take place effectively in organisations and that both information and work-based knowledge is often insufficient when decisions are made. Learners will look at how managers can improve the planning of their communications processes as well as their communication skills. Learners will understand why managers need to adopt a more inclusive approach to stakeholders affected by the decisions they make and why they need to network on a more structured basis. The unit also looks at how managers can make the information and knowledge they gain accessible to other parts of the organisation.


The unit is designed to develop learner understanding of the interaction between communications, knowledge and information. It also covers how IT systems can be used as a management tool for collecting, storing, disseminating and providing access to knowledge and information.


  • Learning outcomes


On successful completion of this unit a learner will:


  • Understand how to assess information and knowledge needs


  • Be able to create strategies to increase personal networking to widen involvement in the decision-making process


  • Be able to develop communication processes


  • Be able to improve systems relating to information and knowledge.














BH023329 – Edexcel BTEC Levels 4 and 5 Higher Nationals specification in Business –73 
Issue 1 – April 2010 © Edexcel Limited 2010 






Unit content




  • Understand how to assess information and knowledge needs


Sources: internal and external, primary and secondary, formal and informal, team workers, customers and other stakeholders


Types: qualitative and quantitative, tacit and explicit, official and unofficial, policy and opinion



  • Be able to create strategies to increase personal networking to widen involvement in the decision-making process


Sources: stakeholders and useful contacts, internal and external Methods: formal, informal


Strategies: formal and informal, direct or via media, relating and interacting, trust and confidentiality, forming business relationships, decision making and decision taking


  • Be able to develop communication processes


Types: meetings and conferences, workshops and training events, internet and email, written, telephone, video conferencing, one-to-one meetings


Approaches: structured and coordinated, planned, formal and informal


Strategy: advantages, disadvantages; informal, face-to-face, formal in writing, emotional, intelligence


  • Be able to improve systems relating to information and knowledge


Type: hard and soft, websites and mailings, access and dissemination


Style: trends and patterns, diagrams and text, consistent and reliable, current and valid; legal and confidential



























74BH023329 – Edexcel BTEC Levels 4 and 5 Higher Nationals specification in Business 
– Issue 1 – April 2010 © Edexcel Limited 2010 






Learning outcomes and assessment criteria




 Learning outcomesAssessment criteria for pass 
 On successful completion ofThe learner can: 
 this unit a learner will:   
 LO1 Understand how to assess 1.1discuss the range of decisions to be taken 
 information and knowledge 1.2examine the information and knowledge needed to 
   ensure effective decision taking 
   1.3assess internal and external sources of information and 
   1.4justify recommendations for improvement 
 LO2 Be able to create strategies 2.1identify stakeholders for a decision-making process 
 to increase personal 2.2make contact with those identified and develop 
 networking to widen  
   business relationships 
 involvement in the decision-   
 making process 2.3involve those identified in the decision making as 
   2.4design strategies for improvement 
 LO3 Be able to develop 3.1report on existing processes of communication in an 
 communication processes  organisation 
   3.2design ways to improve appropriateness 
   3.3implement improvements to ensure greater integration 
    of systems of communication in that organisation 
   3.4create a personal plan to improve own communication 
 LO4 Be able to improve systems 4.1report on existing approaches to the collection, 
 relating to information and  formatting, storage and dissemination of information 
 knowledge  and knowledge 
   4.2carry out appropriate changes to improve the collection, 
    formatting, storage and dissemination of information 
    and knowledge 
   4.3implement a strategy to improve access to systems of 
    information and knowledge. 


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