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18/09/2016 Level 2 NVQ Diploma in Business and Administration: Unit 204 – Communicate in a business environmentNvq level 2 in Business and Administr…
http://noemigarcianvq.blogspot.nl/2012/08/unit204communicateinbusiness.html 1/5
Level 2 NVQ Diploma in Business andAdministrationSaturday, 11 August 2012
Unit 204 – Communicate in a businessenvironmentNvq level 2 in Business andAdministration
The purpose of communicaon is for human us to be able to understand each other for differentreasons. So if we develop our communicave skills we can use this skill as a tool to help me learn orexplain something to someone or both. We also communicate to help one another, listen to eachothers' problems, and solve difficules we face in life, find soluons to obstacles that may come intoour lives.
If we know the audience, we can more effecvely communicate with and persuade that audience. Mymovaon is to get sasfacon from expressing my ideas and ge᱉ng recognion from the audience.
Colloquial, casual, and formal wring are three common styles that carry their own parcular sets ofexpectaons. Style also depends on the purpose of the document and its audience.
Colloquial language is an informal, conversaonal style of wring.
Casual language involves everyday words and expressions in a familiar group context such asconversaons with family or close friends.
Formal language is communicaon that focuses on professional expression with a᱉enon to roles,protocol, and appearance. It is characterized by its vocabulary and syntax or the grammacalarrangement of words in a sentence.
Different methods of communication that I would use in a business environment are:
Written communication by exchange of letters, emails or faxes. I would use everyday to communicate with customer, colleagues at work and with my supervisors Verbal communication when I use the phone or I talk with someone face to face.I would use this when talking with customers by phone and when I talk with my workcolleagues and managers face to face or by phone.
Why do you needto know thepurpose of anycommunicationyou are sendingand its Intendedaudience (1.1,1.2) In what waydoes this affectthe language youmight use whenproducing written communication or information?(2.3)
Describe different methods of communication and when you would usethem? (1.3,1.4)
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18/09/2016 Level 2 NVQ Diploma in Business and Administration: Unit 204 – Communicate in a business environmentNvq level 2 in Business and Administr…
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Communicaon can be informal, like face to face communicaon that occurs in general in a dailysituaon, or formal and It follows proper order, and procedures, and can be recorded to store theoutcomes.What are some of the key informaon sources you may need to refer to when preparing wri᱉encommunicaon and informaon? (2,1)The Key informaon sources I may need to refer to when preparing wri᱉en communicaon andinformaon and that can guard me against inaccuracies can be guidelines, policies, procedures,records, meeng notes, specificaons, handbooks, directories, service plans, organisaon charts andthe organisaon intranet and I could speak with colleagues or managers.
If I am responding to a customer or to a manager I would read them through carefully to check I haveaddressed all the relevant points.
The key principles I should follow when using email are: Start the email with a proper greeng as Mr, Mrs. If is acceptable within the organisaon we
could ‘Hi’ or ‘Hello’.
We must explain the purpose of the message in a concise manner in the subject line.
Get to the point of the message as soon as possible.
Don’t write in capital le᱉ers.
Be careful of sending out email to a large number of people because some people don’twant their email address to be known by estrangers.
Don’t open an a᱉achment or click in a link in an email from someone I don know as it couldend up infecng the computer with a virus.
It is not acceptable to use emocons and abbreviaons (like the ones used in mobile textmessages). I could look very unprofessional.
Never use email to discuss confidenal informaon and follow the Data Proteconlegislaon.
Don’t use work email account to send personal emails.
To ensure that my wri᱉en communicaons are organised, structured and well presented to meet theneed of the intended audience we should start by idenfying who will read the message. We need tothink about what they need to know and the vocabulary we need to use. We must think about thetone of the message as well.We should create an outline that will help to idenfy which steps to take in which order and usesimple language.The structure of the document should be “reader friendly”.
Any wri᱉en content or communicaon has to be free of spelling and grammacal errors. It also has tobe in the right and professional format. We need to check the points wri᱉en down: Whatever we write has to be accurate,
otherwise it will have disastrous effects and can even ruin the reputaon of the organisaon, and theorganisaon can itself get into trouble.
We need to do a spell check and grammar check. Spell‐check is an opon available to easilycorrect typo errors. Somemes it will not be 100% accurate, because if you had typed a word insteadof another, then spell check will not be able to trace it. So it is always best to even read through thedocument twice before finalising. We could use a template. Every organisaon has a different style for documents they
produce. As an organisaon, documents have to be produce in a standard and professional format. We could have our document read by another reader. Somemes when we read or own
work error can be hard to detect
When using email what are some of the key principles you should follow?(2.2)
What should you do to ensure that your written communications areorganised, structured and well presented to meet the needs of the intendedaudience? (2.4)
What are the main ways you can check the accuracy of any writtencommunication you produce? (2.5)
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18/09/2016 Level 2 NVQ Diploma in Business and Administration: Unit 204 – Communicate in a business environmentNvq level 2 in Business and Administr…
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Plain English somemes referred to more broadly as plain language is a generic term forcommunicaon styles that emphasise clarity and the avoidance of technical language ‐ parcularly inrelaon to official government communicaon, including laws.The intenon is to write in a manner that is easily understood by everyone and is appropriate to theirreading skills and knowledge, clear and direct, free of cliché and unnecessary jargon.
Plain English is simple, straigh蒀orward, easily understood English, in other words the opposite of theEnglish used by lawyers which uses long words, out‐of‐date words, technical words and Lan words.
The main purpose in the correct use of grammar, punctuaon and spelling is ensuring the receiver ofthe informaon reads it accurately. Addion to this when given a task to do, your employer expectsyou to do it perfectly. When a document has inaccuracies, readers tend to distrust everything,including the stascs, opinions, and facts. This would be relayed back to my employer who wouldthemselves lose confidence in our ability. For progression in my company I need to ensure I carry outall tasks to a certain standard.
Any work that is wri᱉en has to be proofread and checked because the content that we write isimportant. The way a paper or any informaon looks affects the way others judge it. We all put in somuch 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 ofthe organisaon. So it is always best to create the correct document and make a good impression. Asthey say, “The first impression is the best impression”.I should proofread virtually any wri᱉en piece, from emails to minutes.
Just proofreading will have a great effect on the quality of my material, and I am sure that way, I willearn more compliments from people.
Important communicaons those that can provide significant value to the organisaon This could bereports to managers, partners, emails and le᱉ers to staff about developments or changes within theorganisaon.Urgent communicaons are those which have deadlines. Urgent task are not necessarily complicatedbut are usually linked to the organisaon targets for response mes.
The procedures I need to follow for saving filling wri᱉en communicaons in my organisaon arewhen I file records, I organise files or records with similar informaon together. Important documentsthat need accessing by other departments or member of staff are saved in the shared drive. Anyconfidenal informaon are kept in personal folders or encrypted with a password.Records may be kept as paper files, or electronically in shared drives, databases, or documentmanagement systems.
To ensure I am presenng informaon and ideas clearly when speaking with people face to face orover the phone I should think about what I am going to say before start talking so when I presentinformaon and ideas they will be much more concise. Knowing the subject ma᱉er by reading aboutit, doing some research or asking colleagues or managers will help as well. It is a good idea to write itdown so we can organise our thoughts and then express them clearly. We can ask quesons to getsome feed back and make the other person parcipate in the conversaon.
To show people that I am acvely listening face to face or over the phone I need to use appropriatephrases like I see, I understand, mmmm and ask quesons to check my understanding.
What is meant by plain English and why is it used? (2.7)
Why is it important to ensure that spelling, grammar and punctuation areaccurate? (2.6)
Why is it necessary to proof read and check written work? (2.8)
How do you distinguish between work which is important and that which isurgent? (2.9)
What are the procedures you need to follow for saving and filing writtencommunications in your organisation? (2.10)
When speaking with people face to face and over the telephone, what canyou do to ensure you are presenting information and ideas clearly and arecontributing effectively to discussions? (3.1, 3.2)
How do you show people you are actively listening to them? (3.3)
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18/09/2016 Level 2 NVQ Diploma in Business and Administration: Unit 204 – Communicate in a business environmentNvq level 2 in Business and Administr…
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Posted by noemi garcia at 11:49
In face to face communicaon I can see as well facial expressions of the person I am talking to andthey can see mine. Not being sincere or not showing interest in the other person when talking tothem can be noce from our facial expressions and our gesturesWe should make eye contact with the person we are talking to and show that we are acvely listeningby nodding our head or saying ‘yes’ or ‘I see’.
When talking to people face to face or over the phone they reasons I should summarise myconversaon with them is to reflect back what I have heard and because is not helpful to makeassumpons. It always be᱉er to check if we are not sure of something and ask the other person togive us further informaon.Summarising can improve the quality and accuracy of our conversaon.
The main ways I can get feedback on whether communicaons with others have been effecve areasking quesons and making sure they understood fully. We should ask colleagues and mangers togive us feed back on how we are communicang with others.During face to face conversaons you can watch the facial expressions, gestures, and posture of theperson you're communicang with and from this determine their level of interest and agreementwith your message. I should observe more experience colleagues and ask them what I do well and areas where I canimprove. I could collect examples of well constructed email and le᱉ers and use them as a reference.I will have to set the example for the team and create an environment of trust that makes it okay toshare feedback. I should provide my team with a balance of posive feedback and feedback forimprovement and receive them too.
Mandatory Unit: 204: Level 2 Business and Administraon
When talking to people face to face or over the telephone, what are the keyreasons you would summarise your conversations with them? (3.4)
What are the main ways you can get feedback on whether communicationswith others have been effective and how can that feedback be used todevelop your communication skills? (4.1,4.2)
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