L05 - Understand How To Effectively Communicate With Others

Question 1

Audience

Answer 1

• The audience must be considered if it is to be clearly understood
• Communication may be more informal for internal audiences e.g. emails between piers
• If communication is a presentation to a potential new client then it should be more formal

Question 2

KEY TERM - Audience

Answer 2

• The people or other business that communication is aimed towards

Question 3

Purpose

Answer 3

• Business communications are for different purposes e.g. to inform, persuade, thank or to deal with a complaint (they also have different tones)
• Business communications that inform customers about a problem should clearly make a point in a few words so that the message is understood

Question 4

Content

Answer 4

• The content of business communication will influence the method of communication e.g if information is complex then a report would be useful as recipients can refer back to it

Question 5

Business function

Answer 5

• The functional area producing the business communication will impact on the design and the purpose e.g. the marketing function is responsible for selling the potential benefits of a product or service

Question 6

Available resources

Answer 6

• Resource availability will influence the choice of business communication in same situations e.g. if a business is selecting which form of advertising to use to communicate with potential customer, then the budget available will influence the decision

Question 7

Quality of paper/card

Answer 7

• Card and high quality paper will cost more
• Business’ should consider when it is necessary to use high quality materials and whether a hard copy is required at all

Question 8

Colour v black and white

Answer 8

• Colour printing costs more than using black ink alone

- A deicison should be made as whether or not colour is necessary

Question 9

Hard/Electronic copy

Answer 9

• Some documentation does not need to be printed and some do, it should be carefully considered what does need to be printed

Question 10

Cost of consumables

Answer 10

• The cost of consumables may impact on decisions such as whether to send invoices by post or electronically

Question 11

KEY TERM - Consumable

Answer 11

• Resources that will be used and replaced on a regular basis e.g. printer cartridges, stamps and paper

Question 12

Ease/Cost of distribution

Answer 12

• Most business’ use e-mail to notify customers of special offers because it is cheaper and ore direct then producing and posting leaflets and booklets
• Some business will produce leaflets and booklets to deliver into the area

Question 13

Timescales

Answer 13

• Copying or printing in black and white paper is a task that employees in most employees are able to complete their selves
• Complex jobs may be done by repographics department or an external organisation
• Each tasks is prioritised by certain staff - timescale likely to be longer

Question 14

Formal Communication

Answer 14

• Letters are likely to be printed on headed paper which clearly identifies the sender
• Reports are used when detailed information needs to be presented. Reports contain narrative but can also include tables, graphs and figures

Question 15

Verbal Communication

Answer 15

• Telephone calls are more personal than sending an e-mail or text
• Enables discussion and questions
• Telephone conferences are used when a group of people are not in the same location and a problem needs to be discussed
• Message both voicemail and answerphone allow verbal messages to be left
• Face to face can be range from formal meetings to general chatting.
• Being able to observe body language can be useful

Question 16

Electronic Communication

Answer 16

• E-mail can be used for a variety of purposes
• Text message provides a limited amount of information quickly and easily
• Picture message/multimedia messaging service can be a useful tool for providing visual information quickly
• Social media - Advertising and promotional tool, however, negative feedback can damage business reputation
• Web pages - The business can control it, the purpose may vary
• Presentation slides may have a house style that must be followed

Question 17

Marketing documentation

Answer 17

• Business cards enables potential and existing customers to be provided with contact details, quality of card may influence customer perception of the business
• Press release are a form of promotion used when a business wants to make an announcement to the media
• Promotional literature includes annual report, brochures and leaflets
• Questionnaires can be sued to gather market research data
• Professional in appearance
• Data collection sheets are often for internal purposes and as such do not need to be as colourful as some form of promotion literature

Question 18

Recruitment documentation

Answer 18

• Job description summarises the key tasks of a job role
• Person specification states the essential and desirable skills an applicant will require to successfully undertake the role
• Adverts may vary depending on whether it is inserted into a newspaper or not
• Application forms must be straightforward to complete, while enabling the business to collect sufficient information about each person to shortlist people for the interview

Question 19

Tone

Answer 19

• Often what is communicated relies on tone as much as the words used - facial expressions, body language, volume of speech and the way it is expressed

Question 20

KEY TERM - Press release

Answer 20

• An announcement that issues information to the media. e.g. regarding an award or a new organisation

Question 21

Layout/Design

Answer 21

Logo - Most written or electronic, most communication will incoporate logo
Letterhead - Many business’ will purchase pre-printed headed paper. Letters sent by business will have same format
Font - It is advisable to use a standard font when writing formal communication
Corporate Colours - Corporate colours on all business communication from letterheads to websites help to establish corporate identity
Images - Can be used to illustrate points made (it needs to be relevant and sued only if appropriate and permission has been granted