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Boardworks Ltd 20071 of 25 Business Communications Business Communications Unit 1: Investigating Business Boardworks Ltd 2007 Teachers notes included in the Notes PageFlash activity. These activities are not editable. Web addressesExtension activities Icons key: For more detailed instructions, see the Getting Started presentation Sound 1 of 25

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Boardworks Ltd 20072 of 25 Learning objectives Boardworks Ltd 20062 of 42 Why is effective communication important within business? Which types of communication do businesses use, internally and externally? What are the strengths and weaknesses of different forms of communication in business? Which methods of communication are suitable for different business needs? Boardworks Ltd 20072 of 25

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Boardworks Ltd 20073 of 25 Say what you see!

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Boardworks Ltd 20074 of 25 What is communication? To communicate means to pass on or share information. Effective communication is a two-way process, involving: Think of two examples of communication, identifying the sender, receiver and feedback in each case. THE SENDER The person delivering the message. THE RECEIVER The person receiving the message. FEEDBACK Confirmation that the message has been received. Are there any forms of communication which are one-way, i.e. which do not require feedback?

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Boardworks Ltd 20075 of 25 Communication in business As businesses carry out their different tasks, they have to communicate with lots of other people, within and outside of the business. Effective communication is essential in order for a business to run smoothly. Why do you think this is?

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Boardworks Ltd 20076 of 25 Formal and informal communication Communications in business can be formal or informal, depending on: the relationship between the people communicating the reason for the communication. Informal communications tend to be used between people who know each other well and communicate regularly. Formal communications are normally used for important or serious matters, or when a record of the communication needs to be kept.

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Boardworks Ltd 20077 of 25 Formal or informal?

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Boardworks Ltd 20078 of 25 Internal communications Some business communications are internal, i.e. between people within an organization. Other business communications are external, i.e. with people outside of the organization. Think of two more examples of communications within and between functional areas in a business. Internal communications in a business include: communication between functional areas for example, the Finance department of a company instructing the Marketing team on how much to spend on a campaign. communication within a functional area for example, two members of a Human Resources team chatting to each other.

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Boardworks Ltd 20079 of 25 External communications External communications in a business involve: contact with suppliers, customers or shareholders contact with other businesses or organizations. A shop assistant advising a customer, a company receiving an invoice for stock theyve purchased and a billboard advertisement for a product are all ways in which businesses engage in external communications.

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Boardworks Ltd 200710 of 25 Communications in Tesco

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Boardworks Ltd 200711 of 25 Methods of communication There are four main methods of communication used by businesses: Each method of communication is suitable for different business needs. written verbal visual video

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Boardworks Ltd 200712 of 25 Verbal communications in business However, there will usually be no record kept of a verbal communication, and messages from the sender to receiver run the risk of being misunderstood if speech is not clear. Verbal communication is effective in business because it is fast and immediate, and can lead to an instant response or feedback. Tone of voice and body language can also help to reinforce verbal messages in some situations. speaking on the phone meetings tannoy announcements telephone conferences face-to-face conversations. Verbal communications include:

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Boardworks Ltd 200713 of 25 Body language Body language includes all the non-verbal communications people use, such as gestures, poses, movements and facial expressions. These may or may not be intentional. Look at each person below. What can you tell about their mood or frame of mind from their body language? Choose a word that best describes how each person is feeling.

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Boardworks Ltd 200714 of 25 Written communications Types of written communication used in business include: e-mails and e-mail attachments Today, the Internet and intranets are widely used by businesses for internal and external written communications. faxes notices and memos reports financial documents, e.g. invoices minutes taken in meetings letterscatalogues and brochures List two ways a business might use each. What is the difference between the Internet and an intranet?

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Boardworks Ltd 200715 of 25 Pros and cons of written communication

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Boardworks Ltd 200716 of 25 Video communications in business include: Internet video links video conferences. Can you think of any possible disadvantages of video communications for businesses? Advances in technology have led to big improvements in the ways businesses communicate. Video communications allow face-to-face contact over long distances, reducing the need for, and expense of travelling. For example, two divisions of a multinational company can hold a meeting using video conferencing technology, or an employee can work from home and communicate with his or her boss via a video link.

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Boardworks Ltd 200717 of 25 Visual communications Internal visual communications, such as financial graphs and charts, are useful because they can summarize what might otherwise be complicated or lengthy text. Visual communications include: graphs and charts production drawings on-screen graphics posters and advertisements catalogues and brochures. However, special software and graphics packages, as well as specialist skills, may often be required to produce them.

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Boardworks Ltd 200718 of 25 Case study: Alton Towers Television and magazine advertisements are examples of external visual communications. They are used by businesses to communicate with existing and potential customers and are very important to the success of a business. Watch the 2006 Alton Towers television advert and then answer the questions on the next slide.

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Boardworks Ltd 200719 of 25 Case study: Alton Towers Can you think of any examples of other communications both internal and external that Alton Towers would use on a daily basis? 1. Who do you think the Alton Towers advert is aimed at? 2. What message does it convey about Alton Towers? 3. Do you think the advert is effective? 4. Are there any disadvantages of this type of communication? Design your own magazine advert for a new attraction at Alton Towers or another Tussauds Group business. You should explain who the advert is aimed at, and what message it is designed to convey.

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Boardworks Ltd 200720 of 25 Communication methods

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Boardworks Ltd 200721 of 25 Choosing a communication method With so many different ways of communicating, people in business have to make decisions about which method is most suitable for their different business needs. The method chosen will depend on a number of things:

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Boardworks Ltd 200722 of 25 Choosing a communication method In pairs, consider the most suitable method or methods of communication for these different business needs. 1. A bar owner wants to inform customers about a new range of drinks. 2. A group of office workers need to organize a social event for a colleague in the same department. 3. A director in a multinational company needs to present sales figures to a division abroad. 4. A manager plans to fire a member of staff due to repeated lateness. 5. A supermarket team leader needs to call a member of staff to the tills immediately.

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Boardworks Ltd 200723 of 25 Anagrams

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Boardworks Ltd 200724 of 25 Question time! Why is effective communication essential in business? Give two examples of formal communication and two examples of informal communication. What are the advantages of video conferencing? Suggest two reasons why a business might need to communicate: a) within a functional area b) between functional areas c) with people outside the business. 1. 2. 3. 4.

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Boardworks Ltd 200725 of 25 Glossary