1 Assess information and knowledge needs internally and externally to improve decision making and taking
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Summary of learning outcomes
To achieve this unit a learner must:
1 Assess information and knowledge needs internally and externally to improve decision
making and taking
2 Create strategies to increase personal networking to widen involvement in the decisionmaking
process
3 Develop communication processes to improve the gathering and dissemination of
information and organisational knowledge
4 Design and improve appropriate systems for the collection, storage and dissemination of
and access to the information and knowledge gathered
1 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
2 Personal networking
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
3 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
4 Appropriate systems
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
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