Transcript 8 - Business Communications

Business Communications
Business Communications
Unit 1: Investigating Business
Icons key:
For more detailed instructions, see the Getting Started presentation
Teacher’s notes included in the Notes Page
Flash activity. These activities are not editable.
Extension activities
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Sound
Web addresses
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Learning objectives
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?
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2006
Say what you see!
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What is communication?
To communicate means to pass on or share information.
Effective communication is a two-way process, involving:
THE SENDER
The person delivering
the message.
THE RECEIVER
The person receiving
the message.
FEEDBACK
Confirmation that the
message has been
received.
Think of two examples of communication, identifying
the sender, receiver and feedback in each case.
Are there any forms of communication which are
one-way, i.e. which do not require feedback?
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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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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.
Formal communications are normally
used for important or serious matters,
or when a record of the communication
needs to be kept.
Informal communications tend to be
used between people who know each
other well and communicate regularly.
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Formal or informal?
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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.
Internal communications in a business include:
communication within a functional area
– for example, two members of a Human
Resources team chatting to each other.
communication between functional areas
– for example, the Finance department of a
company instructing the Marketing team on
how much to spend on a campaign.
Think of two more examples of communications
within and between functional areas in a business.
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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 they’ve
purchased and a billboard
advertisement for a product
are all ways in which
businesses engage in
external communications.
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Communications in Tesco
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Methods of communication
There are four main methods of communication used by
businesses:
written
visual
video
verbal
Each method of communication is suitable for different
business needs.
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Verbal communications in business
Verbal communications include:
speaking on the phone
meetings
tannoy announcements
telephone conferences
face-to-face conversations.
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.
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.
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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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Written communications
Types of written communication used in business include:
e-mails and e-mail attachments
faxes
financial documents, e.g. invoices
reports
minutes taken in meetings
notices and memos
catalogues and brochures
letters
Today, the Internet and intranets are
widely used by businesses for internal
and external written communications.
What is the difference between
the Internet and an intranet?
List two ways a business
might use each.
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Pros and cons of written communication
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Video communications
Video communications
in business include:
Internet video links
video conferences.
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.
Can you think of any possible disadvantages of
video communications for businesses?
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Visual communications
Visual communications include:
graphs and charts
production drawings
on-screen graphics
posters and advertisements
catalogues and brochures.
Internal visual communications, such as financial graphs
and charts, are useful because they can summarize what
might otherwise be complicated or lengthy text.
However, special software and graphics packages, as well
as specialist skills, may often be required to produce them.
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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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Case study: Alton Towers
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.
Can you think of any examples of other
communications – both internal and external –
that Alton Towers would use on a daily basis?
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Communication methods
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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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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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Anagrams
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Question time!
1. Why is effective communication essential in business?
2. Give two examples of formal communication and two
examples of informal communication.
3. What are the advantages of video conferencing?
4. 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.
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Glossary
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