Business Communications

Question 1

5.1 Case Studies

Answer 1

Useful tool to summarize issues that the organization is facing in order to analyze potentional alternatives, make recommendations, & implement plans
- No Replacement for Hand’s On experience
- They do provide a way to think through a problem and work with others in small groups to share opinions

Question 2

5.1 Types and modes of communication

Answer 2

1. Internal
2. External
3. Formal
4. Informal
5. Verbal
6. Non-Verbal

Question 3

5.1.1 Define internal and external communications. Identify the target audiences of each. (p. 104)

Answer 3

1. Internal: Employees - Management - Directors
2. External: Customers - Share holders - Govt - Partners - Competitors - Suppliers

Question 4

5.1.2 Define and give examples of formal communication. (p. 105)

Answer 4

Includes: regular reporting (verbal and written), formal updates through the chain of command, and formal written reports to management. It can include both internal and external communication and be written or verbal

Question 5

5.1.3 How can informal communication benefit or harm and organization? (p. 105)

Answer 5

Disadvantage: harmful if it takes the form of destructive gossip or the release of confidential information to competitors
Advantage: Can also be an important source of information on what is happening in the firm and the morale of employees

Question 6

5.1.4 What are the advantages and disadvantages of the different forms of written communication? (p. 106)

Answer 6

1. Formal Reports: (+) Permanent Record - Detailed - structured layout - assists in decision making (-) Time consuming - significant resources req
2. Emails: (+) Immediate - Quick - Informal plain language - written record (-) Overload - Impersonal

Question 7

5.1.4 What are the advantages and disadvantages of the different forms of verbal communication? (p. 106)

Answer 7

1. Face to Face (+) Immediate - can convey emotion - personal connection (-) No record unless scribe used
2. VTC: (+) Can replace costly travel (-) Needs technology
3. Telephone: (+) Immediate (-) Impersonal

Question 8

5.1.5 What factors determine the most appropriate form of communication? (p. 106)

Answer 8

1. Purpose of the message.
2. Length of the message.
3. Speed required.
4. Amount of feedback required.
5. Confidentiality.
6. Cost.

Question 9

5.2.1 What can a case study be used for? (p. 106)

Answer 9

Summarize issues that an organization may be facing in order to analyze potential alternative solutions, make recommendations, and implement plans

Question 10

5.2.2 Identify and describe the formal seven step process used in the analysis of a case study. (p. 106-107)

Answer 10

1. Analyze the Competitive Environment * Start with Big picture - global economic environment, social factors, technological factors, and the impact of government
   - General and Industry
2. Analyze the Firm: * 2 Areas: Mission Analysis ( mission / vision / purpose / strategy & Organizational Analysis Structure / Leadership / People / technologies / culture / practices
3. Identify Key Change Drivers: Change drivers ask “Why is this case study being done”? This will help in determining the internal or external factors that are driving the organization
4. Identify Key Management Issues: - Through analsys of Management is key
5. Test Hypothesis with Frameworks and Models
6. Develop Recommended Strategy * Feasable - Acceptable - Suitable - Complete
7. Implement *

Question 11

5.2.3 What general factors should be considered in Step One? (p. 106)

Answer 11

1. The global economic environment
2. social factors
3. Technological factors
4. The impact of government.
5. The Industry structure
6. Competitive environment.

Question 12

5.2.4 What elements (sections) should be included in a case study? Describe the information contained in each section. (p. 107)

Answer 12

Cover Page: should clearly state the title of the case study, the author, and the date of completion
Executive Summary: ‘road map’ through the report - Highlight main issues, alternatives, and recommendation that will be elaborated - Should show major concusions and recommendations - Should intise
Main Body: Includes- Problem Statement - Assumptions - Key Issues - Alternative Solutions
Recommendations: The recommendation should flow naturally from the earlier analysis and not come as a shock
Implementation Plan: This demonstrates that the recommended course of action is feasible or achievable, and the steps needed to accomplish it
References: All references used to produce the report must be cited.
Appendices: Any supporting documents that amplify the content in the report should be attached to the report as Appendices

Question 13

5.3.1 What is the purpose of the Executive Summary? (“p. 107-108)

Answer 13

An effective Executive Summary should entice the reader to delve into the detailed analysis in the report. - Care should be taken to keep it brief, succinct, and to the
point.

Question 14

5.3.2 How do you identify the problem statement? (p. 108)

Answer 14

Should be a complete and succinct statement of the entire problem or issue that the case study seeks to address * Example: This report will recommend strategies for reducing operating costs as well as a replacement vehicle for CP Energy.

Question 15

5.4.1 What is the purpose of the business plan? (p. 110)

Answer 15

1. In short, it is a plan on what that organization intends to accomplish and how.
2. Highlights the economic and operational objectives of a business, and includes the comprehensive strategy and financial plan showing how the objectives are to be accomplished

Question 16

5.4.2 Describe the sections of the business plan. Include their purpose to the document. (p. 110-111)

Answer 16

1. Executive Summary - Similar to a case study, Concise summary of the business plan and must underscore the key elements of the document.
   - The summary should be convincing, easy-to-read, and only a few pages in length.
2. Company or Department Analysis - This provides a tactical summary of the business or department detailed qualifications of the business ordepartment.
3. Industry Analysis - This is an assessment of the industry- significant market research
4. Customer Analysis - This is an assessment of the client sector that the group will service and will communicate the requirements
5. Competition Analysis - Defines the competitive setting of the business or group and indicates the immediate and indirect competitors. - Evaluates strengths & weaknesses and defines your company or group’s advantages.
6. Marketing Plan - This will detail the sales strategy, to include advertising and promotional activity, pricing plan, product or service offering, and preferred brand image.
7. Operations Plan - Will detail the strategies for building the project from concept to reality, and will include the operation’s physical location, facilities and equipment,
8. Management Team - This indicates that the company or department has the required human resources to succeed. The business plan also identifies key management personnel as well as outside consultants and advisers.
9. Financial Plan - This indicates the funding requirements and the development of the group’s revenue and profitability plan. The plan should also contain a financial statement analysis.
10. Appendix - This provides the support to the rest of the plan and includes financial projections.

Question 17

5.4.3 Why are reports important? (p. 111)

Answer 17

They are a conduit for conveying information to either a narrow and specific audience or to a large universal group

Question 18

5.4.4 What are the potential purposes of reports? (p. 111-112)

Answer 18

1. Informational - Provide info or instruction
2. Analytical - Data needs to be analyzed to solve problems - to help the reader form a conclusion and make recommendations.
3. Persuasive - Selling idea or service
4. Operating - Monitor & control of production / activity
5. Situational - One-time issue
6. Investigative - Expose and detiremine problems - furnish facts
7. Compliance - Respond to Govt.
8. Recommendation - Make recommendations to management
9. Benchmark- Establish criteria to evaluate alternatives
10. Feasibility - Used to revew and analyze problems and determine if alternatives are needed are realisitic or suitible

Question 19

5.4.5 In presentations, why is it important to know your subject? (p. 113)

Answer 19

When a speaker can exercise the ability and knowledge to present a subject with confidence it directly affects the impression of the audience and will help keep their attention.

Question 20

5.4.6 What does knowing your audience allow you to do? (p. 113)

Answer 20

Tailor your presentation

Question 21

5.4.7 Why should you know yourself? (p. 113)

Answer 21

Knowing your limits may help avoid failure, or possible embarrassment.
It can also help you identify areas of weakness in order to improve as a speaker.

Question 22

5.4.8 What are the four parts of a script? (p. 114)

Answer 22

1. Opening:
2. Body:
3. Summary:
4. Closing:

Question 23

5.4.9 Describe the purpose and development of a storyboard. (p. 115)

Answer 23

The main purpose of the storyboard is to provide a general view of the presentation and communicate the important items to the technicians and artists who are creating and assembling the images.
2. During the storyboard phase the script can be rehearsed and easily rearranged, revised, deleted from, and added to the presentation. When the storyboard reaches final form it becomes the finished draft for your presentation.
3. Photographs or specific artwork used in an image should be clearly indicated on the storyboard or layout sheet for that image.

Question 24

5.4.10 How should you follow-up presentations to ensure success? (p. 116)

Answer 24

1. If you have prepared a follow up questionnaire, distribute it at the end of the presentation
2. encourage the attendees to call or write with any questions that they did not get answered during the presentation

Question 25

5.4.11 When should email be used? (p. 116)

Answer 25

1. internal communications when it will be more efficient that a face-to-face meeting or telephone call.
2. Routine announcements of driver or mechanic schedules
3. Social Gatherings
4. Meeting annoucements

Question 26

5.4.13 What guidelines should govern personal use? (p. 118)

Answer 26

1. Use Separate email account
2. Never send personal email you wouldn’t want your boss to see - Limit Friendly emails
3. Store personal emails separately or delete
4. Avoid emailing corporate info to personal email addresses
5. Evaluate email messages to other employees ( don’t violate privacy)
6. Avoid sending chain and joke emails

Question 27

5.5.1 How does the ISO define confidentiality? (p. 119 )

Answer 27

“ensuring that information is accessible only to those authorized to have access”

Question 28

5.5.2 What is meant by privacy? (p. 119)

Answer 28

relates to personal information that a person would not wish others to know without prior authorization.
- Privacy relates to a person’s right to be free from the attention of others.
What a person regards as private is a personal choice,and it can change throughout one’s life.

Question 29

5.5.3 What are two common employee rights? (p. 119)

Answer 29

Privacy and Confidentiality

Question 30

5.5.4 How is confidentiality a two-way street? (p. 119)

Answer 30

Employees are also bound to respect the confidentiality of their employer