Berhanu docment on buiseness communication unit 44232

Atsede Kebede

Managements of professional Vocational and Business Education Course: Pedagogical Science in Higher Education Subject Area Methods Course: Numbers CTPD 601

Individual Assignment: ON Lesson plan preparation and teaching material in General Wingate Polytechnic College in Managements of Business Department for level V students.Course title: Business communication

Prepared by:Berhanu Tadessr ID : GSE/0514/11

Submitted to: Instructors Girma Zewede Associate Professor

September, 2013

Business Studies — Unit 1: Business Communications at Scheme of work Berhanu Tadesse 2013 1

Atsede Kebede

Course description: Working together: business communications

Effective communication is an essential part of a smoothly running business organisation. Communication involves the transmission of information

from a source (or a number of sources) to receivers. The information is communicated in the form of a message. In the modern organisation there

will be multi-channel flows of communication. For example a customer may request a new part from a supplier, with information on how to use that

part in a piece of equipment. The supplier will then communicate with the customer setting out instructions for using the part, as well as sending a

delivery note, invoice, and further sales literature. Increasingly these interactions will be carried out by electronic media such as through a sales

website, e-mail communications and other means.

The effectiveness of communications depends on:

1.The clarity of the message.

2.The quality of the medium used to transmit the message. The medium is the means of communicating e.g. e-mail, telephone, letter, etc.

3.Any distracting 'noise' that prevent the message from effectively getting through. For example, if the recipient receives lots of e-mail messages,

they may fail to give proper attention to the sender's message.

3.The ability of the receiver to decode the message. For example, they may not be able to understand the instructions given.

There are two main forms of business communication:

1.Internal communication, i.e. communication within the business.

2.External communication, i.e. communication outside

Business Studies — Unit 4: Business Communications Scheme of work Bernhanu Tadesse2

Atsede Kebede

Business Communications: Unit 1. Business Communications

Week Content coverage/

key questions

Learning outcomes Exemplar activities Exemplar resources

1 Topic 4.1

Communication/T

he communication

model.

How the

communication

model works.

To understand that

successful

communication

involves a sender

and receiver, and

that feedback is

essential to

successful

communication.

Students look at a case study in Business

Studies Student Book Business

Communications examining whether

messages have been understood in a

fashion design business.

Students research the main principles of

communication.

Teacher gives a presentation on the main

aspects of the communication model.

Students create a mind map outlining the

main areas for study.

See the Business Studies Student Book

Business Communications, Chapter 1.

For a resource on the main principles of

communication, including various

tasks, see ‘What is Communication?’ at

www.bized.co.uk/educators/level2/com

ms/activity/buscomms11.htm

For a presentation covering the main

aspects of the communication model,

see ‘Communication in Business’ at

www.bized.co.uk/educators/16-19/

business/hrm/presentation/communicati

on.ppt


http://www.bized.co.uk/educators/16-19/%0Bbusiness/hrm/presentation/communication.ppt



http://www.bized.co.uk/educators/level2/comms/activity/buscomms11.htm


Atsede Kebede


key questions


For a business communication mind

map, see

www.bized.co.uk/educators/16-19/busi

ness/

hrm/presentation/buscomm_map.htm

2 The purpose of

communication.

Communication and

the audience.

Conflicts arising

from

communication

with different

audiences.

To appreciate that

communication

involves a transfer

of information.

To appreciate he

importance of

knowing who the

audience is and

what message is

being

communicated.

To understand how

audiences respond

differently to

different

Students look at a case study in

Business Studies Student Book Business

Communications considering the

purpose of communication and whether

communication would be improved by

consultation and negotiation in an

independent educational organisation.

Teacher gives a presentation providing

an overview of the basic principles of

communication.



For a presentation providing an

overview of the basic principles of

communication, see


ness/

hrm/presentation/buscomm.ppt

Biz/ed Network is a free social

networking site for teachers to share

resources, upload files and video clips,

take part in discussion, submit and

comment on blogs, and create and edit

wikis. New resources are constantly


http://www.bized.co.uk/educators/16-19/business/%0Bhrm/presentation/buscomm.ppt



http://www.bized.co.uk/educators/16-19/business/%0Bhrm/presentation/buscomm_map.htm



Atsede Kebede


key questions


communication. being added.

For a lesson plan on communication

with a practical team-building exercise,

access Biz/ed Network through

www.bized.co.uk, search for

‘Communication’ and include ‘Shared

files’ and ‘Lesson plan’.


http://www.bized.co.uk/

Atsede Kebede


key questions


3 The process of

communication.

Methods of

communication.

To appreciate that

the way a message

is sent might affect

the success of the

communication.

To be able to

identify at least

two advantages

and two

disadvantages of

different methods

of communication.

To understand that

the feedback

received is an

indicator of the

success of

communication.



Communications identifying

communication media, and evaluate the

most effective media in a motor

dealership.

Students research case studies

highlighting the process of

communication and barriers to

communication.

Students take part in a quiz on the

processes of communication.



For case studies highlighting the

process of communication and barriers

to communication, see ‘Business

Communication Activity’ at


ness/

hrm/activity/communication.htm

and The Times 100 case study

‘Amway’, Edition 3, at

www.thetimes100.co.uk/case-study--

using-communications-to-develop-

business-opportunities--11-87-1.php

For a Times 100 quiz on effective

communication, see

www.thetimes100.co.uk/revision/quiz--

unison--38-231-1.php

4 Barriers to good To be able to Students look at a case study in the See the Business Studies Student Book


http://www.thetimes100.co.uk/revision/quiz--unison--38-231-1.php

http://www.thetimes100.co.uk/revision/quiz--unison--38-231-1.php

http://www.thetimes100.co.uk/case-study--using-communications-to-develop-business-opportunities--11-87-1.php



http://www.bized.co.uk/educators/16-19/business/%0Bhrm/activity/communication.htm



Atsede Kebede


key questions


communication. identify and

explain the key

barriers to

successful

communication.


Communications identifying barriers to

communication and their effects on a

call centre making hotel bookings.

Students use resources on

www.bized.co.uk covering the main

principles of communication, including

various tasks.

Students use resources on business

communications from The Times 100.


For resources and tasks on the main

principles of communication, see ‘What

is Communication?’ at

www.bized.co.uk/educators/level2/com

ms/activity/buscomms11.htm

See The Times 100, ‘Working

Together: Business Communications’ at

www.thetimes100.co.uk/theory/theory--

working-together-business-

communications--388.php

5/6 The effects of good

business

communication.

The effect on

different business

organisations.

To be able to

identify how

successful

communication

benefits a

business’s:

○ sales

○ reputation



Communications examining the benefits

of good communication in an airport.

Students look at a Times 100 case study

on communication issues in the trade

union UNISON.

Students take part in a quiz on ethical



See The Times 100: ‘Why is effective

communication so important?’ at

www.thetimes100.co.uk/case-study--

using-effective-communications--38-

253-1.php

For a Times 100 quiz on ethical


http://www.thetimes100.co.uk/case-study--using-effective-communications--38-253-1.php



http://www.thetimes100.co.uk/theory/theory--working-together-business-communications--388.php






Atsede Kebede


key questions


○ motivation

○ efficiency

○ product

information.

communication. communication, see

www.thetimes100.co.uk/revision/quiz--

vodafone--41-232-1.php


http://www.thetimes100.co.uk/revision/quiz--vodafone--41-232-1.php

http://www.thetimes100.co.uk/revision/quiz--vodafone--41-232-1.php

Atsede Kebede


key questions


7 The effects of bad

business

communication.

How poor

communication can

lead to conflict

between

stakeholder groups.

The effect on

different business

organisations.

To recognise how

poor

communication

can affect a

business,

producing:

○ conflict

○ reduced

productivity

○ damage to

reputation

○ effects on costs.

Students look at a case study Business


Communications identifying bad

communication and its effects on a DIY

store and its customers.

Students research and discuss case

studies that highlight how

communication can fail.

Students create revision notes on

barriers to communication and the

effects of poor communication.



For interesting and short case studies

that help to highlight how

communication can fail, see Brand

Failures: The truth about the 100

biggest branding mistakes of all time,

by M. Haig (Kogan Page, 2003).

For revision notes on barriers to

communication, see www.revision-

notes.co.uk/Detailed/1970.html

8 Topic 4.2

Communication

with stakeholders

of a business/The

stakeholder model.

To understand the

main stakeholders

in a business and

the rights and

responsibilities of

each.

Students look at a case study in the


Communications identifying the

stakeholders in a gas company and

evaluate the methods of communication

that are most effective for stakeholders.



For worksheets on communication with

stakeholders, see

www.bized.co.uk/virtual/cb/factory/pur

chasing/


http://www.bized.co.uk/virtual/cb/factory/purchasing/%0Bworksheets3.htm


http://www.revision-notes.co.uk/Detailed/1970.html


Atsede Kebede


key questions



communication with stakeholders on

www.bized.co.uk, and complete

worksheets.

Students research case studies on the

role of stakeholders.

worksheets3.htm

For a worksheet originally based on the

new runway at Manchester Airport, but

which can be adapted to cover the

proposed third runway at Heathrow, see

‘Worksheet on the Stakeholder

Economy’,

www.bized.co.uk/learn/business/extern

al/

stakeholder/worksheet.htm

For a lesson plan, case study and

answer sheet on the role of

stakeholders, see Times 100: ‘The Role

of Stakeholders’ — lesson plan, case

study and answer sheet, at

www.thetimes100.co.uk/support/downl

oad--30.php

9 Methods of

communication

To recognise the

main ways in

which a business



Communications considering how a



For a role-play scenario on the


http://www.thetimes100.co.uk/support/download--30.php

http://www.thetimes100.co.uk/support/download--30.php

http://www.bized.co.uk/learn/business/external/%0Bstakeholder/worksheet.htm






Atsede Kebede


key questions


with stakeholders.

Different

communication

media.

communicates

with different

stakeholders.

business that has contravened

environmental legislation can effectively

communicate the issues to stakeholders.

Students conduct a role-play

demonstrating the principles of effective

communications.


www.bized.co.uk to help develop

evaluation skills based on different

stakeholder perspectives.

principles of effective communications,

see ‘Business Communication 2 —

Activity’, at


ness/hrm/activity/buscomm.htm

For resources on evaluating different

stakeholder perspectives, see

‘Directors’ Pay: A Fair Deal?’ at

www.bized.co.uk/educators/level2/peop

le/lesson/

directors1.htm


http://www.bized.co.uk/educators/level2/people/lesson/%0Bdirectors1.htm



http://www.bized.co.uk/educators/16-19/business/hrm/activity/buscomm.htm

http://www.bized.co.uk/educators/16-19/business/hrm/activity/buscomm.htm


Atsede Kebede


key questions


10 Types of written

communication.

The range of

written forms of

communication.

To understand the

main principles

and purposes of

producing business

documents in

written format.



Communications examining the

purposes of written communication in a

business that arranges conference

facilities, and evaluate the effectiveness

of written communication.

Students research the principles of

writing business letters and CVs, and

practise writing their own.



For 600 free online sample letters, see

www.4hb.com/letters

For resources on the composition of

business letters, see

www.4hb.com/letters/business-letter-

format.html

and www.speakspeak.com

and

www.vocationallearning.org.uk/teacher

s/cei/ict

For resources on writing CVs, see

www.alec.co.uk

and

www.bbc.co.uk/schools/gcsebitesize

and

www.businessballs.com/curriculum.htm

and


http://www.businessballs.com/curriculum.htm

http://www.bbc.co.uk/schools/gcsebitesize

http://www.alec.co.uk/

http://www.vocationallearning.org.uk/teachers/cei/ict

http://www.vocationallearning.org.uk/teachers/cei/ict

http://www.speakspeak.com/

http://www.4hb.com/letters/business-letter-format.html

http://www.4hb.com/letters/business-letter-format.html

http://www.4hb.com/letters

Atsede Kebede


key questions


www.careers.salford.ac.uk/students/han

douts/

creating_CV_05.pdf

11 Types of electronic

communication.

To understand how

email, fax, the web

and loyalty cards

are used to

communicate with

stakeholders.



Communications considering the use of

fax and email in communication with a

solicitor, and evaluate which would be

the most effective.

Teacher gives a presentation on the role

of ICT in business and the main types of

communication network.

Students research how ICT has changed

the way businesses communicate.

Students create revision notes on

electronic communication.



For a presentation on the role of ICT in

business communication see


ness/production/presentation/roleict.ppt

For an activity on the role of ICT in

business communication see


ness/production/lesson/roleict.htm

For revision notes on the advantages

and disadvantages of electronic

communication see www.revision-

notes.co.uk/Detailed/1973.html

and

www.revision-notes.co.uk/Detailed/197





http://www.bized.co.uk/educators/16-19/business/production/lesson/roleict.htm

http://www.bized.co.uk/educators/16-19/business/production/lesson/roleict.htm

http://www.bized.co.uk/educators/16-19/business/production/presentation/roleict.ppt

http://www.bized.co.uk/educators/16-19/business/production/presentation/roleict.ppt

http://www.careers.salford.ac.uk/students/handouts/%0Bcreating_CV_05.pdf



Atsede Kebede


key questions


5.html

12 Types of oral

communication.

To be able to

recognise the main

forms of oral

communication

used in business,

and when they are

appropriate.

To understand

basic protocols for

the use of oral

methods of

communication.


Edexcel GCSE Business Studies Student

Book Business Communications

examining the effectiveness of oral

communication at presentations, and

analyse factors that could improve oral

communication.






Atsede Kebede


key questions


13 The use of images

in business.

Logos, designs,

adverts, celebrity

endorsements,

slogans and

straplines.

To understand the

role of imagery in

business

communication.

To appreciate how

endorsements are

part of the way a

business

communicates its

image.



Communications identifying the benefits

of using a logo for a salon, and how it

might affect the business.


www.bized.co.uk about different image-

based communication methods, and

complete the task.

Teacher hands out materials showing

well-known logos and brand names

partially obscured, and students

investigate how easily they can

recognise the logos and brands.



For resources and a task about different

image-based communication methods,

see


ness/marketing/lesson/communications

1.htm

14/15 Topic 4.3 Business

communication

tools/The principles

of using word-

To understand the

main benefits of

using word

processing.



Communications considering a word-

processed letter sent by a builder to a



For revision notes on the advantages

and disadvantages of using letters as a

form of business communication, see


http://www.bized.co.uk/educators/16-19/business/marketing/lesson/communications1.htm




Atsede Kebede


key questions


processing skills. To understand and

be able to write

standard business

letters in an

appropriate format.

customer.

Students create revision notes on the

advantages and disadvantages of using

letters as a form of business

communication.

www.revision-notes.co.uk/Detailed/197

1.html

16 The value of

presentations in

business.

To recognise the

main types of

presentation media

and the advantages

and disadvantages

of each.

To recognise the

importance of the

needs of the

audience when

planning

presentations.

To be able to

produce

appropriate



Communications identifying problems

in using a presentation, and evaluate

methods of improving presentations.

Students research and use online

resources providing tutorials on slide

shows.



For a useful book with a range of topics

including some hints on presentations

and other communication media (in

Chapter 5, ‘Business Communication:

Creating and delivering messages that

matter’), see M. Kelly and J.

McGowen, BUSN Instructor’s Edition

(Cengage Learning, 2009).

For online resources providing tutorials

on slide shows, see

http://office.microsoft.com

and www.actden.com/pp

and


http://www.actden.com/pp

http://office.microsoft.com/



Atsede Kebede


key questions


presentations using

appropriate media.

www.students.ucs.ed.ac.uk/helpdesk/stu

dent

and

www.dur.ac.uk/resources/its/info/guide

s/

42Powerpoint2003.pdf

and

http://motivate.maths.org/teachers/Pow

erPoint_

presentations.shtml


http://motivate.maths.org/teachers/PowerPoint_presentations.shtml



http://www.dur.ac.uk/resources/its/info/guides/42Powerpoint2003.pdf



http://www.students.ucs.ed.ac.uk/helpdesk/student

http://www.students.ucs.ed.ac.uk/helpdesk/student

Atsede Kebede


key questions


17/18 The use of DTP in

businesses.

To be able to use a

basic DTP package

to produce a

leaflet, booklet,

price list, menu,

etc.

To be able to

recognise the

advantages and

disadvantages of

using DTP

packages.

To be able to

evaluate a DTP

document in

relation to its

target audience.



Communications examining the factors

involved in choosing a DTP package for

designing business cards, and evaluate

the success of the use of software.

Students research the advantages and

disadvantages of desktop publishing.



For links to a variety of activities on

desktop publishing, see

http://desktoppub.about.com/od/lessonp

lans/a/

lessonplans.htm

19 The use of video

and

To be able to

identify and





http://desktoppub.about.com/od/lessonplans/a/%0Blessonplans.htm



Atsede Kebede


key questions


teleconferencing in

business.

explain at least

two advantages

and two

disadvantages of

the use of video

and

teleconferencing

as means of

communication.

Communications examining factors

affecting the use of videoconferencing

when communicating between different

countries, and evaluate

videoconferencing against face-to-face-

communication.

Students create revision notes on the

uses of videoconferencing for business

communication.


For revision notes on

videoconferencing for business

communication, see www.revision-

notes.co.uk/

Detailed/1974.html

20 Organisational

charts and their

purpose.

To recognise the

three main types of

organisation chart.

To be able to

explain at least

two advantages

and two

disadvantages of

each type of chart

to a business.


Edexcel GCSE Business Studies Student

Book Business Communications

identifying the uses of organisational

charts in manufacturing business, and

consider the effects, advantages and

disadvantages for the business.

Teacher gives a presentation on business

functions and organisation.

Students research types of

communication network.



For a presentation on business functions

and organisation that can be edited to

remove irrelevant material, see

‘Business Functions and Organisation’

at


ness/strategy/presentation/busorg.ppt

For types of communication network,

see Times 100:


http://www.bized.co.uk/educators/16-19/business/strategy/presentation/busorg.ppt

http://www.bized.co.uk/educators/16-19/business/strategy/presentation/busorg.ppt

http://www.revision-notes.co.uk/%0BDetailed/1974.html



Atsede Kebede


key questions


www.thetimes100.co.uk/theory/theory--

business-communications--271.php


http://www.thetimes100.co.uk/theory/theory--business-communications--271.php

http://www.thetimes100.co.uk/theory/theory--business-communications--271.php

Atsede Kebede


key questions


21 The value of email

systems.

To be able to

identify the main

types of electronic

communication

used in business.

To recognise and

be able to explain

at least two

advantages and

two disadvantages

of electronic

communication.

To be able to

appreciate the

importance of

email to

businesses.

Students look at a case study in Business


Communications identifying the benefits

of email and evaluate its use for a travel

agency.

Student research the main benefits of

email and the internet for business.



For the Business Link guide to the

benefits of email and the internet, see

www.businesslink.gov.uk/bdotg/action/

layer?topicId=1075422298

22 Topic 4.4

Communicating

To understand

what the internet is

Students look at a report-writing activity

in the Business Studies Student Book



http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1075422298

http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1075422298

Atsede Kebede


key questions


via the web/The

internet.

and how it works.

To recognise at

least two

advantages and

two disadvantages

of the internet for

businesses.

To be familiar

with basic

terminology

connected with the

internet.

Business Communications and consider

whether a hardware store owner should

set up a website.

Students research the business uses of

the internet, how it works, and its

advantages and disadvantages.


For a chapter that covers a range of

topics related to the internet and e-

commerce — useful across the whole of

this Unit as additional information —

see Chapter 17, ‘Managing information

and technology: Finding new ways to

learn and link’ in M. Kelly and J.

McGowen, BUSN Instructor’s Edition

(Cengage Learning, 2009).

For an overview of the internet (perhaps

too technical for some students but a

useful source of information) see ‘

Explanation of the Internet and the

WWW: How does it work?’ at


ness/marketing/lesson/internet1.htm

23 Business websites. To be able to

identify at least

four main reasons

Students look at an activity in the


Communications identifying the




http://www.bized.co.uk/educators/16-19/business/marketing/lesson/internet1.htm

http://www.bized.co.uk/educators/16-19/business/marketing/lesson/internet1.htm

Atsede Kebede


key questions


why a business

would want to

have an online

presence.

To recognise why

a website might

not be appropriate

to a business.

stakeholders of Sainsbury’s and how

they might benefit from a website.

Students investigate the detailed reasons

why businesses have websites.

See ‘Principles of online presence’ at


ness/marketing/lesson/online1.htm


http://www.bized.co.uk/educators/16-19/business/marketing/lesson/online1.htm

http://www.bized.co.uk/educators/16-19/business/marketing/lesson/online1.htm

Atsede Kebede


key questions


24 Creating a simple

website.

To understand the

main steps that a

business would

need to take to set

up a website.



Communications considering issues

affecting the creation of a website, and

evaluate the importance of these issues.

Students investigate the key factors

involved in setting up a business

website.



For resources on the factors involved in

setting up a business website, including

tasks to help reinforce the principles

covered, see ‘Simple Business Website:

Development Lifecycle’ at


ness/marketing/lesson/lifecycle1.htm

25 Domain names and

hosting.

To understand the

terms ‘domain’

and ‘hosting’, and

to appreciate the

benefits and costs

of different ways

of hosting a site.



Communications examining the benefits

of web hosting for a business selling

Polish food in the UK.

Students research methods of buying

domain names and hosting a website.



For an overview of methods of buying

domain names and hosting a website,

see ‘Simple Business Website: Domain

Names and Hosting’ at


ness/marketing/lesson/domain1.htm

26 Legal obligations of

websites.

To understand that

operating a





http://www.bized.co.uk/educators/16-19/business/marketing/lesson/domain1.htm

http://www.bized.co.uk/educators/16-19/business/marketing/lesson/domain1.htm

http://www.bized.co.uk/educators/16-19/business/marketing/lesson/lifecycle1.htm

http://www.bized.co.uk/educators/16-19/business/marketing/lesson/lifecycle1.htm

Atsede Kebede


key questions


website entails

legal obligations.

To recognise and

appreciate the key

legal

responsibilities

associated with

running a business

website.

Communications evaluating how a

business that makes chicken houses can

best modify its website so that it is

effective and meets legal requirements.

Student research the key legal

considerations in setting up and running

a website.


For an overview of the key legal

considerations in setting up and running

a website, see ‘Simple Business

Website: Legal Obligations’ at


ness/marketing/lesson/legal1.htm

27/28 Successful business

websites.

To be able to state

at least four ways

of measuring the

success of a

business website.

To recognise that

success depends

on the benchmark

used and the type

of business

website under



Communications comparing the

effectiveness of two websites in

different industries.

Students research ways to measure the

success of a business website.



For an overview of ways to measure the

success of a business website, see

‘Simple Business Website: Measuring

Success’ at


ness/

marketing/lesson/success1.htm


http://www.bized.co.uk/educators/16-19/business/%0Bmarketing/lesson/success1.htm



http://www.bized.co.uk/educators/16-19/business/marketing/lesson/legal1.htm

http://www.bized.co.uk/educators/16-19/business/marketing/lesson/legal1.htm

Atsede Kebede


key questions


consideration (eg

sales-driven

compared to

information-

giving).

Business Studies — Unit 4: Business Communications Scheme of work Bernhanu Tadesse2454rl220409/tt/file_convert/54bd55bf4a7959df428b4609/document.doc.1–

29/026

Atsede Kebede

This grid is for you to create your own scheme of work if needed.

LESSON PLAN

KLA:

Date: 16 /12/05 Class: church R.no.23 Time: 8.30am

SYLLABUS OUTCOME/S & INDICATOR/S

To identify steps in taking responsibility for your Business communication.

To explore the use of deferent types of business communication,

To identify ways to establish rapport in communication.

To compare “telling” and “asking” questions styles in solving problems

1. Learn why communication matters

2. Identify skills today’s employers expect

3. Explore the communication process

4. Commit to ethical communication

5. Communicate in a diverse world

6. Use communication technology

TEACHING AND LEARNING ACTIONS


Atsede Kebede

ORIENTATION: REFLECTIONS

Content

Introduction

Understanding

Business

Communication

in Today’s

Workplace

Time

45min

GUIDED DISCOVERY

EXPLORATION

INDIVIDUALISATION

Group

Teacher’s

Structure

Role

Assessment Resources

What

Students

look at a

case study in

Business

Studies

Student

Book

Business

Communicat

ions

identifying

communicati

on media,

and evaluate

the most

effective

How

Students

research

case studies

highlighting

the process

of

communicat

ion and

barriers to

communicat

ion.

Students take

part in a quiz

on the

processes of


Atsede Kebede

media in a

motor

dealership.

communication.

Source

www.edexcel.com/gcse2009 inheritance

Pumpkin Patch Limited. (2010). Annual Report 2010. Auckland: Author. Retrieved from

http://www.pumpkinpatch.biz/documents/238_PPL_2010_Annual_Report.

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