Part A: The critical incident (to be completed for classes in week 3) Describe an experience or 'critical incident' you have experienced or witnessed in a workbased setting, involving an aspect of poor communication. You may draw on experiences you have had as an employee, as a customer or simply as an observer of organisational life. How did you feel about the incident? Given your insights from the subject's learning materials - why was the communication so poor and how could it have been improved? Part B: Your business communication skills (to be completed prior to submission in week 6) In engaging with the subject's learning materials, what insights did you gain for the development of your own interpersonal communication skills in work-based settings? How can these insights inform the way you communicate with people in the future?