304 Communicate in a business environment Answers

Communicate in a business environment

Outcome 1 – Understand the purpose of planning communication
1.1 Explain the benefits of knowing the purpose of communication

The purpose of communication is for humans and animals to be able to understand each other in different ways and different reasons. It can vary, it’s not just verbal. We achieve this by developing our skills since childhood. In this way we can use communication to help us express ourselves, meet our needs and learn or explain something. We communicate daily in many different environments such as our home, work, school, church etc.

1.2 Explain the reasons for knowing the audience to whom communications are presented

Knowing the audience to whom you communicate, makes you feel more relaxed and also makes you choose the right and appropriate way of communication. You would speak differently to your mother, friend or teacher. If we know the audience, then we can communicate more effectively as the communication channel is familiar for both us and the audience. If for example we are about to talk to a deaf or disabled person then we should be prepared to use sign language or makaton respectively. If we wouldn’t know the audience then our motive would be to get the message/ idea across by expressing our ideas and beliefs as we wouldn’t know the other party’s way of thinking.

1.3 Explain the purpose of knowing the intended outcomes of communications

The purpose of knowing the intended outcome of communications is to ensure that a message is crafted and delivered effectively to the audience. It’s important as it ensures that the information that we wanted to communicate has been decoded successfully.

1.3 Describe different methods of communication and when to use them

Communication can be classified as: verbal and non-verbal, para-verbal and visual.
Verbal Communication
Verbal communication is the most common type of communication, because that is what we use to interact with people most of the time. To understand the needs end thoughts of a person, verbal communication is the most accurate, as you hear what the person actually communicates. Unless they are any hearing impairments or language barriers , people should successfully exchange information verbally.

Nonverbal Communication
Non verbal communication is a type of communication that does not involve words. It could be written, makaton, sign language, facial expressions and gestures that help understand the person with whom you are communicating or vice versa. It is more challenging and on occasions it will require you to have more specific knowledge.
Visual communication

The last type of communication is the visual communication. Visual communication is visual display of information, like topography, photography, signs, symbols and designs. Television and video clips are the electronic form of visual communication.
Outcome 2 - Understand how to communicate in writing

2.1 Identify relevant sources of information that may be used when preparing written communication

Sources of information can be classified as:

People- Asking people can be a great source of information, they can give you an opinion, personal account and if they are more experienced at what you are researching they can give you a great amount of details or simplify a piece of information so I can understand it easier.
The internet- The internet contains a significant amount of information so this is an ideal source for the research of information. There are also websites that allow other sources like e- books and newspapers/magazines.
Books- A very useful source of information. Books can now be found available on the internet in an electronic version but a much wider range is available in libraries and is great for information research.
Videos- Non written informational source such as videos can also be used to prepare written communication. They may show for example an interview with a person or a how to guide, a tutorial. Notes from the video can then be made into a written piece of work.
Archived documents- This source of information is used a lot in businesses where archived documents may help issue reports relevant to the business’s current matters in specific environments.
Newspapers / Magazines – All the information regarding the present’s actions can be found, newspapers used to be the public’s first communication of news before the internet came in to our life.

2.2 Explain the communication principles for using electronic forms of written communication in a business environment

Electronic forms of business communications are mainly communications through emails, faxes etc. Anything that is stored or transmitted electronically are electronic forms of data or communication. We all have to make use of all the different tools available in the company, and learn to use them accurately and effectively in order to perform the job efficiently and save time.
In our office environment, we interpret information from sources whether manual or electronic, and use good paraphrasing skills. Anyone working in an office role and environment should be skilful enough to exchange or transmit information over telecommunication technologies. Big part of my role is to know how to use specific software, because emails, scans, faxes, etc. are all electronic communications.

2.3 Explain different styles and tones of language and situations when they may be used for written communications

Colloquial, casual, and formal writing are different styles of writing that have their own expectations and outcomes. The style of writing also depends on the purpose of what is intended to say, how it is intended to say, what the document will be used for and the audience.
Colloquial language is an informal, conversational style of writing. It differs from standard business English in that it often makes use of colourful expressions, slang, and regional phrases. As a result, it can be difficult to understand for an English learner or a person from a different region of the country.
Casual language is something that we use to communicate with family and close friends. It uses informal everyday words and expressions in a familiar group context, such as conversations with family or close friends. The emphasis is on the communication interaction itself.
Formal language is used in business communications. It is based on a professional intention. It also depends on the words you use, the way you use and relates to your role. You need to be personally well presented and the language has formal words with proper syntax, good vocabulary and excellent grammar which is more important.

2.4 Explain the reasons for selecting and using language that suits the purpose of written communication

Communication is a process of exchanging information, ideas, thoughts, feelings and emotions through speech, signals, writing, or behaviour (body language).
The language that we use for communication has to be in a way that it is easily understandable for everyone, because the message that is delivered has to reach everyone that is present. In written communication we have to be tactful and use the correct language depending on what subject you are trying to convey, for example complaint, minutes, grievance, etc. Every issue has a different tact for communication.
When writing, always address in general rather than making it personal.
Start off with positive points and then move forward to the negative end, so that it does not have a bad effect on the reader or receiver.
Explain the facts straight and be clear, rather than using doubtful or indirect phrases.
When writing I avoid using CAPS, so that it does not intensify the issue.

2.5 Describe ways of organising, structuring and presenting written information so it meets the needs of different audiences

When organising, structuring and presenting written information we have to bear in mind the following.
Prepare all the documents for presentation depending on what has priority and needs to be delivered.
Keeping documents in the correct order, always helps being on a proper flow without any confusions and errors.
When having a presentation, we need to be clear in what we talk stating the objectives. Giving an introduction on what you are going to present, why you are there to do it, why it is important.
Present step by step clearly using proper resources where needed or where available.
In the end, close down making clear that all objectives were covered and were all clear.
Inform always the persons attending or the relevant the team, on what will happen next and what actions have to be implemented from both sides.

2.6 Describe ways of checking written information for accuracy of content

Any written content or communication has to be free of spelling and grammatical errors. It also has to be in the right and professional. So the following have to be checked or considered before the document is finalised to be sent out.

1. Check the points written down:
Whatever we write has to be accurate, otherwise it will have disastrous effects and can even ruin the reputation of the company, and the organisation can itself get into trouble.
So all details have to be double checked for example dates, names, addresses, contact details, events, discussions, actions and other facts. I always make sure that I check with my colleagues or line manager and update the written document if required.

2. Spell and Grammar check:
Spell-check is an option available to easily correct typo errors and it’s usually pre installed in most of company’s software. Sometimes it will not be 100% accurate, in our case is because English and American type English have many differences when comes to spelling. So it is always best to even read through the document twice before finalising or check with someone else as well. Also, some new words will not be added on to the spell checkers database, and so relying solely on the spell checker is not good. It should be a mix of different checks.

3. Use a Template:
Usually every company has a different style for documents they produce. They will all be available as templates which one can use to easily input data. In case there isn’t a template available, you should research through to find the correct style for the document that you produce depending on needs, department and company and follow the style guide to produce the document. As a company, documents have to be produced in a standard and professional format. In my department this is a case that we encounter a lot. HR department usually has templates to use for most of different occasions but they are many instances that we first have to deal with and we are expected to be able to produce the right type of correspondence.

4. Take help from another Reader:
Another way to ensure accuracy is to have your document read by another reader. Sometimes when we read through our own work, minor or sometimes major errors can be hard to detect. Sometimes we would have written things repeatedly, which will be easily picked up by a different person. Also grammatical, punctuation and style errors can be picked up if the reader is an experienced person. On this instance I usually seek advice and help from my line manager which would always guide me on how to correct any possible mistakes.

2.7 Explain the purpose of accurate use of grammar, punctuation and spelling in written communication

The main purpose in the correct use of grammar, punctuation and spelling is ensuring the receiver of the information reads it accurately. Addition to this when given a task to do, your employer [the company you are employed at] expects you to do it perfectly. When a document has inaccuracies, readers tend to distrust everything, including opinions, and facts. This would be relayed back to my employer who would themselves lose confidence in my ability. For progression in my company I need to ensure I carry out all tasks to a certain standard.

2.8 Explain what is meant by plain English, and why it is used

Plain English is plain language used for communication that emphasises clarity and avoids technical language.

Plain English is used so that what you try to communicate is easily understood by everyone and is appropriate to their reading skills and knowledge. It is clear and direct, with nothing hidden, free of unnecessary remarks and unnecessary language.
Plain English is simple and straightforward. It is easily understood English, and is not the ones used by lawyers, doctors or academics. They do not have difficult or technical terms, instead have common words used and understood by everyone in day to day life.

2.9 Explain the purpose of proofreading and checking work

Any work that is written has to be proofread and checked because the content that we write is important. The way a paper or any information looks affects the way others judge it. We all put in so much effort to develop a document and put in all the ideas and skills we have to create a document. So it has to be error free, else it will create a bad impression to the reader, which affects the name of the person signing it and the company itself.
We should always proofread virtually any written piece, from emails to letters and minutes.

2.10 Explain the purpose of recognising work that is ‘important’ and work that is ‘urgent’

Importance and urgency are totally two different things. When something is urgent, we have to rush to do it and postpone any other activity or task we are doing at that time. When something is important, I prioritize it and have it on my daily to do list. In our day to day work schedule, we have a mix of tasks, some important, some urgent and some of low priority that on occasions as such can be put on hold.

But all tasks have to be completed before the deadlines, as it is very important for the progress and running of the department and therefore the company. Urgent tasks are not necessarily complicated, so we always need to try to finish off the urgent ones quickly and move on to the important ones.
We prioritise workload in a way that it doesn’t affect the company or causes financial cuts.
We have all the emails I have to deal with in separate folder by category and priority, so I know which ones to deal with first, rather than going through everything which can consume time.
I also try and finish off as much work as I can early in the morning, as there are not much people around, they are no phone calls I need to take and it helps me concentrate on my work and finish tasks quicker.

2.11 Describe organisational procedures for saving and filing written communications

Every company has its own policies and procedures for saving and filing documents. We always need to follow them while filing documents. Documents with similar information are filed together for ease of accessibility when necessary. Documents that need to shared with other departments and other staff are always stored on shared drives electronically and in HO for them to go through. We are very careful about the storage of confidential information. Irrelevant of where they are stored, they are always password protected and stored safely in personal and protected folders, encrypted if necessary and if we are talking about hard copies then this would be carefully stored and locked and access would be limited and controlled.
Records may be kept as paper files [hard copies], or electronically in shared drives, databases, etc.

Outcome 3- Understand how to communicate verbally

3.1 Describe ways of verbally presenting information and ideas clearly

We have to use simple language and short sentences when presenting information that way it makes the information easier to understand for everyone. We have to make sure that we are flexible and can give people the information in different ways because different people understand things and concepts in different ways and their needs also vary. Some understand by hearing, some by seeing and some by practising. Before presenting the information, we:

Always plan out first what we want to speak.
Cut out any unnecessary detail.
Present the important ideas in a logical order.

3.2 Explain ways of making contributions to discussions that help to achieve objectives

There are various objectives as a department and team. In order to be successful within the team, we need to learn to listen to people, give importance to everyone’s ideas, perform the required tasks within the agreed time-frame keep everyone updated of all events, discussions and other communications and most important of all be very caring and respectful.

3.3 Describe ways of adapting verbal contributions to suit different audiences, purposes and situations

Before presenting anything or before going to talk to a group or a team, we will have to learn the type of audience first, the purpose and situation and adjust our verbal contributions to suit it. Communication skills are some of the most highly prized skills in business. Without communication skills we are unable to let others know what we think, feel, or want to accomplish. We will not be able to build partnerships, motivate others, or resolve conflicts.

3.4 Describe how to use and interpret body language

Body language or nonverbal communication is a very important form of communication and it’s something that we all use daily. It is a strong form of communication that is often neglected by a majority of the people. Every person in this world uses gestures as a sign to express their emotions, but not many of us are aware of it or acknowledge it.
Body language is a form of nonverbal signal that is used by many to communicate. It can be our facial expressions, our body movements, eye contacts and many other forms, which are things that we do not say verbally, but they still can contain huge amount of information.
Body language is an important part of communication which can constitute 50% or more of what we are communicating verbally or in writing. One has to understand that body language is a very large part of communication. By learning how to interpret body language, we can become a much more effective communicator in all areas of life. Some ways to understand body languages are:
Observe the level of eye contact, because this tells a lot about the person and how they feel and whether or not they are honest or trying to hide information.
Notice what the person does with their hands, hand movements can show if the person is nervous or relaxed. A person that tends to move a lot means that may be uncomfortable , shy or anxious.
Pay attention to posture, as different postures mean different things.
Recognize aggressive postures and expressions.
Watch facial expressions, as it can express many kinds of emotions, like sadness, happiness, frustration, confusion etc.

3.5 Describe how to use and interpret tone of voice

When a person speaks, through their tones we can recognise whether the person is in a funny, sad, angry mood, or are very passionate about what they are talking. The tone delivers the concerns the speaker, and we can also figure out whether the speaker is sincere or not. When we talk or present anything, the way we talk may affect a lot the engagement of our audience by communicating effectively and colouring our voice.

3.6 Describe methods of active listening

Listening is one of the most important skills we should have in order to perform our job well. The extent to which we listen will reflect on our job and performance. It also will portray the quality of our relationship with our team and possible clients / contractors we work with. We listen in order to:
Obtain information from others.
Understand what others say.
Learn new things.
Respect others feelings as we wish others to respect ours
Show care for others

Becoming a better listener, helps improving our productivity and quality of work as through criticism as well we learn how to improve.

Methods of active listening include:

Listening calmly without interrupting, so that we let the other person speak and show them that we care and respect them.
Asking others kindly to repeat if we do not understand anything, in order to avoid mistakes and misinterpret information communicated.
Taking notes of important points, so that we do not forget or miss out on any important tasks we have to do or issues we have to look into.
Confirming what we have understood, so that there is no misunderstanding of information.

3.7 Describe the benefits of active listening

Active listening has several benefits. Some of them are as following;
It helps people to be attentive of what they are listening to.
It avoids misunderstanding, as we are there to make sure that they have said and understood the right information communicated.
When we listen, the person who speaks feels like talking, because they know that there is someone there to actively listen to them.
It helps us get to see things from the other person’s point of view and helps us respects other views and opinions but also empathise with them as well.
It helps to clear doubts and assumptions, and get a clear idea of what has actually happened.
Overall it helps us be a better team and helps every company.

3.8 Explain the purpose of summarising verbal communication

The purpose of summarising verbal communication is :
Identify major points, thoughts, and feelings that have been discussed.
Put all of this information together.
It helps to have a clear precise outline.

Outcome 4- Understand the purpose and value of feedback in developing communication skills
4.1 Describe ways of getting feedback on whether communications achieved their purpose

Feedback is the last process of every communication and it completes the entire process of it. Feedback helps us decide if the communication was effective and useful, and if it made sense. It helps us decide what can be done better next time.
We get feedback from the team/department itself, my line manager and other departments that are involved through either via email or in person. This helps me improve my performance and rectify errors.
The steps to follow would be:
Collect data
Take action
Communicate the feedback
Refine the changes

4.2 Explain the purpose and benefits of using feedback to further develop communication skills

Feedback is a very important aspect in any working or academic environment. I try and use it to create a change and improvement as a person and also improve my work performance. It improves the morale of a team, increases the quality of a service and the reputation of a company. The bond between the company and employees and the bond between the company and its customers [this can vary] improve as a result of feedback. Feedback has to be received and actioned too by all sides. When I have actioned on feedback, I let the people know, that way they know I have listened. This will also encourage other people to offer me feedback in the future, and I can further improve my performance.

Outcome 5 - Be able to plan communication
5.1 Identify the purpose of communications and the audience(s)

The purpose of communications is for us to make sure we are clear on what it we want to present. Any presentation's purpose is to communicate an idea, facts and different concepts. We need to make sure we know what information we want to convey, so that we can ensure our presentation includes it. Knowing your audience means we need to make sure that we tailor the message to the people we expect will be listening. If you were providing the info to a group of elderly, we would present differently than if we were presenting to a group of professionals. We might have to explain more or provide additional background info and define terms if the audience is not familiar with the subject matter.

5.2 Select methods of communication to be used

See Outcome 1 Answers

5.3 Confirm methods of communication, as required

See outcome 2 Answers
Outcome 6 - Be able to communicate in writing

6.1 Find and select information that supports the purpose of written communications

See Outcome 2 & Outcome 3 Answers

6.2 Present information using a format, layout, style and house style suited to the purpose and method of written communications

See Outcome 2 & Outcome 3 Answers

6.3 Use language that meets the purpose of written communications and the needs of the audience

See Outcome 2 & Outcome 3 Answers

6.4 Organise structure and present written information so that it is clear and accurate, and meets the need of different audiences

See Outcome 2 & Outcome 3 Answers

6.5 Use accurate grammar, spelling and punctuation, and plain English to make sure that meaning of written communication is clear

See Outcome 2 & Outcome 3 Answers

6.6 Proofread and check written communications and make amendments, as required

See Outcome 2 & Outcome 3 Answers

6.7 Confirm what is ‘important’ and what is ‘urgent’

See Outcome 2 & Outcome 3 Answers

6.8 Produce written communications to meet agreed deadlines

See Outcome 2 & Outcome 3 Answers

Outcome 7 - Be able to communicate verbally

E.g.: Recent Group Recruitment Meeting 7.1 Verbally present information and ideas to others clearly and accurately

All members of personnel team were asked to come with new ideas and discuss possible new ways of recruiting. I presented some ideas, which were put onto a numbered list. To express my ideas and reasons of proposing these new ways, I also produced a presentation which included various different current articles on to new successful recruitment techniques and tools.
This was discussed and the feedback I got from my team showed me that they were actively listening and understood the context of my proposal.

7.2 Make verbal contributions to discussion(s) that suit the audience, purpose and situation

As well as me, more colleagues discussed new ways of recruiting new staff. These colleagues come from different areas of the country and developed their ideas based on their own individual experiences. I had on occasions to ask further questions to make sure I understand what is communicated and then when discussing their concerns me and my colleague from the Reading branch explained ways we process similar procedures to potentially suggest another way which could be tried.

7.3 Use body language and tone to meet the needs of the audience, purpose and situation

See 3.4 & 3.5 Answers

7.4 Actively listen to information given by other people, and make relevant verbal responses

See 3.6 & 3.7 Answers

7.5 Ask relevant verbal questions to clarify own understanding, as required See 7.2 answer

7.6 Summarise verbal communication(s) and make sure that the correct meaning has been understood

See 8.1 Answer – Same applies to verbal communication. Ask the speaker to re-cap or repeat something you haven’t heard. If the information is work related and you are unsure whether or not you understood don’t hesitate to ask further questions and make sure you have clear the points and purpose of the discussion.

Outcome 8 -Be able to identify and agree ways of further developing communication skills 8.1 Get feedback to confirm whether communication has achieved its purpose

You can get feedback to see if communications have achieved their purpose by confirming what was discussed. For example, when communicating via telephone, you could just re-cap, use the phonetic alphabet and confirm with the caller about what has been communicated. Also, I could send, or request to receive, a confirmation via e-mail, so I can refer back to the feedback as necessary.

See Outcome 4 Answers

8.2 Use feedback to identify and agree ways of further developing own communication skills
The purpose of receiving feedback is so you can determine the best way for you to communicate with others and what you are most suited to.
See Outcome 4 Answers