CCP Foundation Level
Communication and Customer Relations glossary
Every term this guide defines, A to Z, each with the chapter that teaches it. Open it when a word in a question is unfamiliar, and test yourself on it in the last week: cover the definition and say it in one sentence.
6 terms from the free first chapter
E
- External communication
Communication that flows between the organisation and outside parties: customers, debtors, suppliers, regulators and the public.
Taught in Introduction to communication
I
- Internal communication
Communication that flows within an organisation: between management and staff, across departments, and between colleagues at the same level.
Taught in Introduction to communication
N
- Non-verbal
Communication through body language, tone and other cues without words, covered in full in the chapter on non-verbal communication.
Taught in Introduction to communication
V
- Verbal (oral)
Spoken communication, face to face or by telephone, covered in full in the chapter on oral communication.
Taught in Introduction to communication
- Visual
Communication using graphs, charts, diagrams or images, covered in the chapter on written and visual communication.
Taught in Introduction to communication
W
- Written
Communication recorded in text, letters, reports, emails, covered in full in the chapter on written communication.
Taught in Introduction to communication
The full glossary adds every term from the other 12 chapters, A to Z, each with the chapter that teaches it.