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Level 3

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hannah Fitzpatrick

on 24 April 2016

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Transcript of Level 3

Level 3
Business Administration
Communicate in a business environment
Unit 03

Communicate in a business environment
1. Understand business communication models, systems and processes.
Communication models
Proof-reading techniques
These include:
Communication Systems
These include:
1. Understand business communication models, systems and processes
Internal and external stakeholders
Stakeholder needs
Internal stakeholder needs include:
Learning outcomes 2 and 3 will be assessed by your personal tutor.
It is important to understand the communication needs of internal and external stakeholders.
Internal stakeholders include employees, colleagues, managers, owners or shareholders.
External stakeholders include shareholders and others such as governmental bodies, communities, financiers, suppliers and customers.
knowing what business the organisation is in.
who the customers are,
specific details about products or services,
where forms are located,
and who to see when there is a problem
They also need to be able to do their job well, which include communication skills, and interactions that give them a sense of belonging and self-worth, such as being listened to, respected, trusted and valued.
External stakeholders' needs include:
information to promote sales and publicity,
generate sponsorship,
announce events, products or services and to
support branding.
Marketing professionals use persuasive techniques to influence others in their external communication strategies
Communication means transferring messages from one to another and it has several forms such as intrapersonal, interpersonal, group and mass communication. There are several patterns or networks that represent the direction and flow of communication within an organisation; such as
• Circle
• Chain
• Y
• Wheel
Circle
In a Circle pattern, the sender (Group Leader) can communicate with the receivers (group members) who presents next to him/her. No other group members can receive the sender’s message directly. They receive messages from the other group members who they are sitting next too. In this pattern of communication the sender's messages travels all over the group through sharing by its members.
Chain
In the Chain pattern, the same problems appear as like a circle pattern. The worst part in the pattern is the last member receives the modified messages from the leader. In this case the leader can’t determine whether the last member receives the correct information or not because there is no feedback to identify the message distortion.
Y pattern
In a Y pattern, it’s a more complicated pattern and also has the communication problem which appears in both circle and chain patterns. The group is separated into three and the group members can communicate with the other members group through the leader only.
Wheel pattern
The Wheel pattern is one of the best patterns compared to the other three. The leader has direct contact with all the group members and there are no communication problems or time issues from the group members and there is feedback. However, all the group members cannot connect with one another and there is limited employee participation.
All communication patterns have certain problems with each other.

In Circle, Chain and Y patterns all group members can’t directly communicate with the group leader. They can communicate to leader only through group members.

In Wheel, all the group members can communicate directly with the group leader.
Written
e-mails
letters
memo's
reports
Verbal:
face to face
cascades
meetings
webinars
Non-verbal
use of body language
cascade
- a downward flow of information
Each method is best used in different circumstances. More formal communication is likely to need written communication, while verbal communication will often be more appropriate to informal situations. Non-verbal communication is, of course, used whenever two or more people are together.
Written word is more 'powerful' than the spoken word, because it can be read again and again while spoken word is either heard or not.
With all methods of communication, the passing of information from the sender to the receiver in a form that makes the message clearly understood. The method chosen depends on the urgency and complexity of the information being communicated. You will also need to adapt your communication for different audiences, both internal and external.
Factors in determining planning and structuring of different communication media
Consider the following when planning communication:
Who
is the message being sent from?
What
is the purpose of the message?
When
is the message being sent?
To
whom
is the message being sent?
Which

model
of communication is best in this case?
Factors that effect choice of communication media
Spelling, punctuation and grammar
Spelling, punctuation and grammar are all vital to effective communication, An incorrectly spelt, badly punctuated and ungrammatical message will give a very poor impression of you to your colleagues if used internally and of the whole organisation if sent to customers, clients or suppliers. Even people whose own standard of written English is poor can recognise when they receive a badly written message.
Poor spelling, punctuation and grammar can also totally alter the meaning of your message, potentially with serious consequences. A misplaced or omitted comma can completely change the meaning of a sentence.
"Being able to write without error, be it grammar or typos, is an important skill for anyone who wishes to be taken seriously in business,”
says marketing consultant Debra Murphy.
“People form their initial impressions based on what they see online.”
A study conducted in 2014 by U.K. firm Global Lingo found that 74% of consumers pay attention to the correctness of the prose on company Web sites, and 59% said they would avoid doing business with a company that’s made obvious errors. A survey published in March 2015 by Standing Dog Interactive—revealed that 58% of consumers were either “somewhat” or “very” annoyed by the presence of copy errors, with one respondent volunteering: “If … I see a typo, I’ll leave without buying a thing”.
Sentence Structure and conventions
While each form of written communication has its own conventions, they all require you to use the three main elements of written communication.
Structure
- Identify key points and put them in a logical order, start with a powerful introduction which will create a positive first impression. Use headings, sub-headings and bullet points and write in short sentences. Finish with a conclusion or recommendation.
Style and tone
- This will depend on the audience and whether it is formal or informal. You may have a house style.
Content
- Write in short sentences and use everyday words, not jargon. Write as directly and to the point as possible. Never use a passive voice.
Overcoming barriers to communication
At each stage of the communication process, there may be barriers that make effective communication difficult. Barriers may include:
poor listening skills
lack of communication skills
language problems
technology breakdown
prejudice and misconception
conflicting messages
lack of discussion
environmental constraints
For example, if a written message is poorly worded, its much more likely to be misunderstood.
Try to find ways to break down these barriers
Communication theories and body language
The primary elements of body language are:
face
eyes
posture
gestures
voice
movement
For information regarding communication
theories
please see the additional resource in the resources file.
Proofread for only one kind of error at a time.
Read slow, and read every word. Try reading out loud, which forces you to say each word and also lets you hear how the words sound together.
Separate the text into individual sentences
Circle every punctuation mark. This forces you to look at each one. As you circle, ask yourself if the punctuation is correct.
Read the paper backwards. This technique is helpful for checking spelling. Because content, punctuation, and grammar won’t make any sense, your focus will be entirely on the spelling of each word
The proofreading process becomes more efficient as you develop and practice a systematic strategy
This type of communication may occur between middle managers from different departments at the same level of the organisation. The main problem with this type of network is that decision making can be slow or poor because of a lack of co-ordination.
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