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BTEC First Diploma in Business – Unit 4: BUSINESS COMMUNICATIONS 

P5 – Demonstrate interpersonal and non‐verbal communication skills when demonstrating business communications. 

M3 – Explain the interpersonal and non‐verbal communication skills used to support effective communication 

D2 – Evaluate the importance of effective interpersonal and non‐verbal communication skills in a given business context  

This worksheet tests your understanding of 2 aspects of business communications: 

• Your ability to understand non‐verbal communications.  You are asked to interpret facial expressions – when people communicate they use a variety of methods, mainly verbal, but often their body language is an important part of the message they are trying to convey. 

• What method of communication would you use to respond to the situations described?  What tone of language would you use (formal or informal)? 

Good luck! 

 

  

       

 

 

  This is Darren Lydon! Darren is the Manager of a local branch of 'SignUp' Ltd - a business that specialises in making signs for shop fronts and buildings. He's been manager for 6 months but has been finded his job very difficult! So he has decided to employ you as his administrative assistant.

Now the Work begins! On your first day at work you met 5 different people who Darren has had to deal with. Some of these people were happy - some of them were not! Darren's problem is that he just can't read body language. He doesn't fully understand how facial expressions are trying to tell him something. This is where you come in! Follow the link below and have a look at the faces of the people Darren met today and read about what happened.

 

        

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Bill Tripp

What emotion do you think that Bill is showing?

Nervousness Anger Happiness Surprise Displeasure Describe the change in facial expression: What method of communication should be used?

Fax Report Letter One-to-One talk Brochure Why would you choose this method of communication?  

 

 

 

Donna Grant

What emotion do you think that Bill is showing?

Nervousness Anger Happiness Surprise Displeasure

Describe the change in facial expression:

What method of communication should be used?

Fax Report Letter One-to-One talk Brochure

Why would you choose this method of communication?

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Eric Henshaw What emotion do you think that Bill is showing?

Nervousness Anger Happiness Surprise Displeasure

Describe the change in facial expression:

What method of communication should be used?

Fax Report Letter One-to-One talk Brochure

Why would you choose this method of communication?

 

 

 

Janice Williams What emotion do you think that Bill is showing?

Nervousness Anger Happiness Surprise Displeasure

Describe the change in facial expression:

What method of communication should be used?

Fax Report Letter One-to-One talk Brochure

Why would you choose this method of communication?

 

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Tony is the area manager for Sign Up. What emotion do you think that Bill is showing?

Nervousness Anger Happiness Surprise Displeasure

Describe the change in facial expression:

What method of communication should be used?

Fax Report Letter One-to-One talk Brochure

Why would you choose this method of communication?

Extension tasks:

Task 1

Formality – when we communicate with each other we use different levels of formality. For example, you would use a different type of language to talk to your friends compared to how you might talk to your parents. In a business context, formal language should be used when dealing with business customers and managers. Informal language can be used with work colleagues or customers with whom you have built up a long standing relationship. Under the picture of each of the 5 people that Darren has met today, write the word formal or informal to describe the tone of language Darren would use with that person.

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Task 2

Image - One aspect of good non-verbal business communication skills is the professional image presented by employees. For some businesses, this will mean that their staff will require uniforms; for others it might just be that staff are expected to dress in a certain way (for example, how do your teachers dress at school/college?) For some businesses, employees are required to dress in a certain way because of rules and regulations (builders have to wear hard-hats, motorway maintenance staff wear fluorescent jackets). Businesses need to ensure the safety of their employees but also need to re-assure customers that the business is acting professionally.

The expected uniform or dress code of a business is called a ‘convention’.

Part a

Follow the link below to watch a short clip about working at Google (the Internet Search Engine) in London and then answer the questions that follow.

http://www.youtube.com/v/9-RoxxBE2Zg&rel=1

i. How do staff at Google appear to dress? ii. Why do you think Google allow staff to dress in this way? iii. How does this differ from staff in a high street bank

Part b

The link below takes you to a business called Jermyn Street who supply clothes to businesses. Click on the links that show you the uniforms that are supplied to:

• Cosmopolitan • David Lloyd Leisure • Notcutts • JMC Holidays

In each case, briefly describe the uniforms that have been created for the businesses. For each business, explain how you think the uniform matches what would be expected by its customers.

http://www.jsd.co.uk/P5OurClients.aspx#