Unit 21: Effective Business Communication PDF

Unit 21: Effective Business Communication Level: 1 and 2 Unit type: Optional specialist Guided learning hours: 60 Assessment type: Internal Unit introduction Effective business communication -- verbal, non-verbal and written -- is essential for business success. In small businesses, communica...

Unit 21: Effective Business Communication Level: 1 and 2 Unit type: Optional specialist Guided learning hours: 60 Assessment type: Internal Unit introduction Effective business communication -- verbal, non-verbal and written -- is essential for business success. In small businesses, communication may be mainly verbal, with some supporting written or electronic documentation. As businesses grow in size, their communication needs become more complex and it is vital to maintain clear and open channels, both internal and external, to support the aims and objectives of the business. In this unit, you will explore why effective business writing remains an essential part of business success and learn about the different speaking and listening communication skills used in different business contexts. You will examine the importance for a business of producing accurate and well- presented written documents in order to present a positive image, and how different documents are used for different purposes. For example, there will be different written communications to convey messages to an internal audience, external stakeholders, and the public. You will learn how some written communication in any business will be confidential and how to meet the requirements of confidentiality in any written documentation you produce. You will also develop the skills needed to produce business communications for a variety of purposes -- and have the opportunity to put these skills into practice, which will help you to function more effectively in your studies and eventually in your chosen role at work. Businesses rely on employees who are able to listen and understand instructions in order to carry out different tasks and who can communicate effectively with colleagues and supervisors alike. Effective communication between individual members of staff or within a group requires good speaking and listening skills. In this unit, you will come to understand the importance of good verbal and non- verbal communication in the workplace. You will also develop your own professional speaking and listening communication skills, in both one-to-one and group situations, and have the opportunity to practise these skills in different contexts. Learning aims In this unit you will: A know the purpose of effective communication in business contexts B plan and select appropriate business documents to communicate in different business contexts C produce business documents for communication in a business D use verbal and non-verbal communication skills in business contexts. UNIT 21: EFFECTIVE BUSINESS COMMUNICATION Pearson BTEC Level 1/Level 2 First Certificate, Extended Certificate and Diploma in Business -- Issue 8 -- August 2020 © Pearson Education Limited 2020 270 Learning aims and unit content What needs to be learnt Learning aim A: Know the purpose of effective communication in business contexts Topic A.1 Purposes and formats of different types of business documents Purposes, e.g. to inform, confirm, promote, instruct, make a request Types of business documents, e.g. letters, memos, emails, notices, agendas, minutes, purchase orders, invoices, organisation charts, flow charts, flyers, press releases, mail shots Formats, e.g. handwritten, electronic, word processed, text, virtual Topic A.2 Influence of different business contexts on the use of business documents Formal and informal documents used for communicating in a business context, e.g. for meetings, notices, reports, technical enquiries, communicating with supervisor, colleagues, suppliers, customers, complaints, presentations, confidentiality The influence of internal audiences, external stakeholders and the public on the use of different business documents Selecting appropriate documents to meet the business context Impact of both effective and ineffective written communication in businesses Topic A.3 Purposes and methods of verbal and non-verbal communication Purposes, including sharing/giving information, seeking clarification, asking questions (open and closed questions) to gain information, influencing and persuading others Methods, including: o formal, e.g. interviews, board meetings, presentations o informal, e.g. small team discussion o verbal, e.g. speaking to others and listening to responses, using listening skills o non-verbal, e.g. interpersonal skills Topic A.4 Communicating effectively in different business contexts Using appropriate verbal communication skills effectively and professionally, including: o speaking clearly and concisely o tone of voice o use of appropriate professional language o avoiding jargon o use of different messages to suit different situations o awareness of audience, e.g. those who have English as a second language Using appropriate non-verbal communication skills effectively and professionally, including eye contact, body language, gestures, facial expressions, posture Different business contexts, including advertising products and services, customer service (face to face, helplines, online services), meetings, conferences, presentations, briefings continued UNIT 21: EFFECTIVE BUSINESS COMMUNICATION Pearson BTEC Level 1/Level 2 First Certificate, Extended Certificate and Diploma in Business -- Issue 8 -- August 2020 © Pearson Education Limited 2020 271 What needs to be learnt Creating a good impression, e.g. excellent personal hygiene, good time management, professional and business-like manner when dealing with others, being well organised Demonstrating effective interpersonal skills, e.g. attitude, behaviour, first impressions, greeting customers, courtesy, confidence Learning aim B: Plan and select appropriate business documents to communicate in different business contexts Topic B.1 Planning and selecting appropriate business documents Factors to consider: o the needs of the audience, e.g. line manager, colleague, customer o costs and availability of resources, e.g. appropriate software o speed and urgency required o the need to plan research and gather information for the content of formal documents, e.g. reports o choice of suitable vocabulary, tone, clarity, use of emoticons, presentation style and format o channel of communication, e.g. internal, external, vertical, horizontal, diagonal o clarity of language -- fog index, crystal mark for clarity o confidentiality, e.g. using appropriate methods of communication to convey confidential messages, being sensitive in dealing with confidential issues, understanding of material that might be confidential, e.g. data protection o keeping records for audit requirements -- copies and evidence, e.g. to meet legislative and regulatory requirements UNIT 21: EFFECTIVE BUSINESS COMMUNICATION Pearson BTEC Level 1/Level 2 First Certificate, Extended Certificate and Diploma in Business -- Issue 8 -- August 2020 © Pearson Education Limited 2020 272 What needs to be learnt Learning aim C: Produce business documents for communication in a business Topic C.1 Steps involved in producing business documents Entering, editing and formatting text Use of different formats and styles, e.g. appropriate fonts, headings, images, pagination, document headers and footers Drafting and redrafting to ensure accuracy, legibility and consistency Proofreading Use of standard/appropriate layouts -- following house style, using templates Fitness for purpose -- using documents appropriate to the task and different audiences (internal and external) Using relevant technical language, graphical information and conventions, avoiding jargon Recording and reporting, e.g. keeping accurate and complete records of meetings and/or agreed actions, accurate, detailed and concise reporting Copying documents, including: o types of equipment for making copies, e.g. photocopier, scanner, fax machine, printer o following manufacturers' instructions and health and safety requirements when using equipment o producing the correct number of copies o checking the quality of the copies o minimising paper wastage o sorting or fastening copies securely and in the correct order o routine equipment problems, e.g. replacing paper or toner, clearing paper jams Working within given timeframes to meet deadlines Ensuring documents reach intended audience, e.g. post, email, tracking documents