Unit 204: Outcomes 1.1

Outcome 1 – Understand the purpose of planning communication

1.1 – Explain the reasons for knowing the purpose of communications

A. It is important to know the purpose of communication for many reasons. By knowing the purpose of your communication, you know immediately how to respond, whether it be providing general information, requesting information, answering a question or simply offering thanks or condolences. In relation to my role, it is vital I know the purpose of my communication as when I am contacting other companies/organizations I am generally retrieving information, such as new address details or banking information and it is therefore imperative I know why I’m contacting the agent to make sure the information I am collecting is accurate and precise.

1.2 – Explain reasons for knowing the audience to whom the communication is being presented
A. By identifying who your audience is, it allows you to easily adapt or modify your chosen form of communication so that is appropriate for that specific demographic. For example in my role, I deal with a wide variety of different nationalities, all with varying degrees of spoken English. If I was to communicate, either verbally or in written form ,in local slang, or with complicated business jargon which falls outside the remit of basic spoken English, my agent may not understand what I am trying to convey, which could lead to confusion and frustration. By identifying your audience you are able to communicate in a manner that is acceptable to your audience and ensure that you have been understood clearly.
1.3 – Describe different methods of communication
A. There are many different methods of business communication, as outlined below:
• Telephone calls – These allow people to communicate verbally over long distances.
• Emails – These provide a form of instant written communication, over long distances which allow for other forms of communication, such as spreadsheets and documents, to be attached.
• Video calls/conferencing – These allow people to communicate visually and verbally over long distances providing a more personal form of communication than telephoning.
• Online/Web based communication. This method allows instant written communication worldwide, to a variety of different users and demographics at once.
• Online forum boards – These allow people to instantly post information in a centralised location.
• Reports – This method allows important information to be documented and presented in either a written or visual form,
• Presentations – A method of communication favoured by a lot of organizations, typically involving some form of audiovisual materials, the aforementioned reports and other materials prepared in online packages such as Microsoft PowerPoint or Adobe Flash.
• Face to face meetings – Provide a personal and more private form of communication.
• Body language – Allows the use of non verbal communication to relay information, thoughts or feelings.
• Letters/Post – A much slower form of written communication than emails, but is generally accepted in business as a more official form of communication. It is often a legal obligation to have written hard copies as evidence of communication having taken place.
• Suggestion Box – Primarily used for upwards communication as some individuals may be reluctant to communicate with higher authorities directly.