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  • 18/09/2016 Level2NVQDiplomainBusinessandAdministration:Unit204CommunicateinabusinessenvironmentNvqlevel2inBusinessandAdministr

    http://noemigarcianvq.blogspot.nl/2012/08/unit204communicateinbusiness.html 1/5

    Level2NVQDiplomainBusinessandAdministrationSaturday,11August2012

    Unit204CommunicateinabusinessenvironmentNvqlevel2inBusinessandAdministration

    The purpose of communicaon is for humanus to be able to understand each other for differentreasons.Soifwedevelopourcommunicaveskillswecanusethisskillasatooltohelpmelearnorexplain something to someoneor both.Wealso communicate to helpone another, listen to eachothers'problems,andsolvedifficuleswefaceinlife,findsoluonstoobstaclesthatmaycomeintoourlives.

    Ifweknowtheaudience,wecanmoreeffecvelycommunicatewithandpersuadethataudience.Mymovaonistogetsasfaconfromexpressingmyideasandgengrecognionfromtheaudience.

    Colloquial,casual,andformalwringarethreecommonstylesthatcarrytheirownparcularsetsofexpectaons.Stylealsodependsonthepurposeofthedocumentanditsaudience.

    Colloquiallanguageisaninformal,conversaonalstyleofwring.

    Casual language involves everyday words and expressions in a familiar group context such asconversaonswithfamilyorclosefriends.

    Formal language is communicaon that focusesonprofessionalexpressionwithaenon to roles,protocol, and appearance. It is characterized by its vocabulary and syntax or the grammacalarrangementofwordsinasentence.

    DifferentmethodsofcommunicationthatIwoulduseinabusinessenvironmentare:

    Writtencommunicationbyexchangeofletters,emailsorfaxes.Iwoulduseeverydaytocommunicatewithcustomer,colleaguesatworkandwithmysupervisors VerbalcommunicationwhenIusethephoneorItalkwithsomeonefacetoface.I would use this when talking with customers by phone and when I talk with my workcolleaguesandmanagersfacetofaceorbyphone.

    Whydoyouneedto know thepurpose of anycommunicationyou are sendingand its Intendedaudience (1.1,1.2) Inwhatwaydoes this affectthelanguageyoumight use whenproducingwrittencommunicationor information?(2.3)

    Describe different methods of communication and when you would usethem?(1.3,1.4)

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  • 18/09/2016 Level2NVQDiplomainBusinessandAdministration:Unit204CommunicateinabusinessenvironmentNvqlevel2inBusinessandAdministr

    http://noemigarcianvq.blogspot.nl/2012/08/unit204communicateinbusiness.html 2/5

    Communicaon can be informal, like face to face communicaon that occurs in general in a dailysituaon,or formaland It followsproperorder,andprocedures,andcanbe recorded to store theoutcomes.What are some of the key informaon sources youmay need to refer towhen preparingwriencommunicaonandinformaon?(2,1)The Key informaon sources I may need to refer to when preparing wrien communicaon andinformaon and that can guard me against inaccuracies can be guidelines, policies, procedures,records,meengnotes,specificaons,handbooks,directories,serviceplans,organisaonchartsandtheorganisaonintranetandIcouldspeakwithcolleaguesormanagers.

    IfIamrespondingtoacustomerortoamanagerIwouldreadthemthroughcarefullytocheckIhaveaddressedalltherelevantpoints.

    ThekeyprinciplesIshouldfollowwhenusingemailare:StarttheemailwithapropergreengasMr,Mrs.Ifisacceptablewithintheorganisaonwe

    couldHiorHello.

    Wemustexplainthepurposeofthemessageinaconcisemannerinthesubjectline.

    Gettothepointofthemessageassoonaspossible.

    Dontwriteincapitalleers.

    Becarefulofsendingoutemailtoalargenumberofpeoplebecausesomepeopledontwanttheiremailaddresstobeknownbyestrangers.

    DontopenanaachmentorclickinalinkinanemailfromsomeoneIdonknowasitcouldendupinfecngthecomputerwithavirus.

    Itisnotacceptabletouseemoconsandabbreviaons(liketheonesusedinmobiletextmessages).Icouldlookveryunprofessional.

    Never use email to discuss confidenal informaon and follow the Data Proteconlegislaon.

    Dontuseworkemailaccounttosendpersonalemails.

    Toensurethatmywriencommunicaonsareorganised,structuredandwellpresentedtomeettheneedoftheintendedaudienceweshouldstartbyidenfyingwhowillreadthemessage.Weneedtothinkaboutwhattheyneedtoknowandthevocabularyweneedtouse.Wemustthinkaboutthetoneofthemessageaswell.We should create an outline thatwill help to idenfywhich steps to take inwhich order andusesimplelanguage.Thestructureofthedocumentshouldbereaderfriendly.

    Anywriencontentorcommunicaonhastobefreeofspellingandgrammacalerrors.Italsohastobeintherightandprofessionalformat. We need to check the points wrien down:Whateverwewrite has to be accurate,

    otherwiseitwillhavedisastrouseffectsandcanevenruinthereputaonoftheorganisaon,andtheorganisaoncanitselfgetintotrouble.

    Weneedtodoaspellcheckandgrammarcheck.Spellcheckisanoponavailabletoeasilycorrecttypoerrors.Somemesitwillnotbe100%accurate,becauseifyouhadtypedawordinsteadofanother,thenspellcheckwillnotbeabletotraceit.Soitisalwaysbesttoevenreadthroughthedocumenttwicebeforefinalising. We coulduse a template. Everyorganisaonhas adifferent style fordocuments they

    produce.Asanorganisaon,documentshavetobeproduceinastandardandprofessionalformat. Wecouldhaveourdocumentreadbyanotherreader.Somemeswhenwereadorown

    workerrorcanbehardtodetect

    Whenusingemailwhataresomeofthekeyprinciplesyoushouldfollow?(2.2)

    What should you do to ensure that your written communications areorganised,structuredandwellpresentedtomeettheneedsoftheintendedaudience?(2.4)

    What are the main ways you can check the accuracy of any writtencommunicationyouproduce?(2.5)

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  • 18/09/2016 Level2NVQDiplomainBusinessandAdministration:Unit204CommunicateinabusinessenvironmentNvqlevel2inBusinessandAdministr

    http://noemigarcianvq.blogspot.nl/2012/08/unit204communicateinbusiness.html 3/5

    Plain English somemes referred to more broadly as plain language is a generic term forcommunicaonstylesthatemphasiseclarityandtheavoidanceoftechnicallanguageparcularlyinrelaontoofficialgovernmentcommunicaon,includinglaws.Theintenonistowriteinamannerthatiseasilyunderstoodbyeveryoneandisappropriatetotheirreadingskillsandknowledge,clearanddirect,freeofclichandunnecessaryjargon.

    PlainEnglishissimple,straighorward,easilyunderstoodEnglish,inotherwordstheoppositeoftheEnglishusedbylawyerswhichuseslongwords,outofdatewords,technicalwordsandLanwords.

    Themainpurposeinthecorrectuseofgrammar,punctuaonandspellingisensuringthereceiveroftheinformaonreadsitaccurately.Addiontothiswhengivenatasktodo,youremployerexpectsyou to do it perfectly. When a document has inaccuracies, readers tend to distrust everything,includingthestascs,opinions,andfacts.Thiswouldberelayedbacktomyemployerwhowouldthemselvesloseconfidenceinourability.ForprogressioninmycompanyIneedtoensureIcarryoutalltaskstoacertainstandard.

    Any work that is wrien has to be proofread and checked because the content that we write isimportant.Thewayapaperoranyinformaonlooksaffectsthewayothersjudgeit.Weallputinsomuchefforttodevelopadocumentandputinalltheideasandskillswehavetocreateadocument.Soithastobeerrorfree,elseitwillcreateabadimpressiontothereader,whichaffectsthenameoftheorganisaon.Soitisalwaysbesttocreatethecorrectdocumentandmakeagoodimpression.Astheysay,Thefirstimpressionisthebestimpression.Ishouldproofreadvirtuallyanywrienpiece,fromemailstominutes.

    Justproofreadingwillhaveagreateffectonthequalityofmymaterial,andIamsurethatway,Iwillearnmorecomplimentsfrompeople.

    ImportantcommunicaonsthosethatcanprovidesignificantvaluetotheorganisaonThiscouldbereportstomanagers,partners,emailsandleerstostaffaboutdevelopmentsorchangeswithintheorganisaon.Urgentcommunicaonsarethosewhichhavedeadlines.Urgenttaskarenotnecessarilycomplicatedbutareusuallylinkedtotheorganisaontargetsforresponsemes.

    The procedures I need to follow for saving filling wrien communicaons in my organisaon arewhenIfilerecords,Iorganisefilesorrecordswithsimilarinformaontogether.Importantdocumentsthat need accessing by other departments ormember of staff are saved in the shared drive. Anyconfidenalinformaonarekeptinpersonalfoldersorencryptedwithapassword.Records may be kept as paper files, or electronically in shared drives, databases, or documentmanagementsystems.

    ToensureIampresennginformaonandideasclearlywhenspeakingwithpeoplefacetofaceorover thephone I should thinkaboutwhat Iamgoing tosaybeforestart talkingsowhen Ipresentinformaonandideastheywillbemuchmoreconcise.Knowingthesubjectmaerbyreadingaboutit,doingsomeresearchoraskingcolleaguesormanagerswillhelpaswell.Itisagoodideatowriteitdownsowecanorganiseourthoughtsandthenexpressthemclearly.Wecanaskquesonstogetsomefeedbackandmaketheotherpersonparcipateintheconversaon.

    ToshowpeoplethatIamacvelylisteningfacetofaceoroverthephoneIneedtouseappropriatephraseslikeIsee,Iunderstand,mmmmandaskquesonstocheckmyunderstanding.

    WhatismeantbyplainEnglishandwhyisitused?(2.7)

    Why is it important to ensure that spelling,grammarandpunctuationareaccurate?(2.6)

    Whyisitnecessarytoproofreadandcheckwrittenwork?(2.8)

    Howdoyoudistinguishbetweenworkwhichisimportantandthatwhichisurgent?(2.9)

    What are the proceduresyouneed to follow for savingand filingwrittencommunicationsinyourorganisation?(2.10)

    Whenspeakingwithpeople face to faceandover the telephone,whatcanyoudotoensureyouarepresentinginformationandideasclearlyandarecontributingeffectivelytodiscussions?(3.1,3.2)

    Howdoyoushowpeopleyouareactivelylisteningtothem?(3.3)

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  • 18/09/2016 Level2NVQDiplomainBusinessandAdministration:Unit204CommunicateinabusinessenvironmentNvqlevel2inBusinessandAdministr

    http://noemigarcianvq.blogspot.nl/2012/08/unit204communicateinbusiness.html 4/5

    Postedbynoemigarciaat11:49

    InfacetofacecommunicaonIcanseeaswellfacialexpressionsofthepersonIamtalkingtoandthey can seemine.Notbeing sincereornot showing interest in theotherpersonwhen talking tothemcanbenocefromourfacialexpressionsandourgesturesWeshouldmakeeyecontactwiththepersonwearetalkingtoandshowthatweareacvelylisteningbynoddingourheadorsayingyesorIsee.

    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.Italwaysbeertocheckifwearenotsureofsomethingandasktheotherpersontogiveusfurtherinformaon.Summarisingcanimprovethequalityandaccuracyofourconversaon.

    ThemainwaysIcangetfeedbackonwhethercommunicaonswithothershavebeeneffecveareaskingquesonsandmakingsuretheyunderstoodfully.Weshouldaskcolleaguesandmangers togiveusfeedbackonhowwearecommunicangwithothers.Duringfacetofaceconversaonsyoucanwatchthefacialexpressions,gestures,andpostureoftheperson you're communicangwith and from this determine their level of interest and agreementwithyourmessage.I should observemore experience colleagues and ask themwhat I dowell and areaswhere I canimprove.Icouldcollectexamplesofwellconstructedemailandleersandusethemasareference.Iwillhavetosettheexamplefortheteamandcreateanenvironmentoftrustthatmakesitokaytoshare feedback. I should provide my team with a balance of posive feedback and feedback forimprovementandreceivethemtoo.

    MandatoryUnit:204:Level2BusinessandAdministraon

    Whentalkingtopeoplefacetofaceoroverthetelephone,whatarethekeyreasonsyouwouldsummariseyourconversationswiththem?(3.4)

    Whatarethemainwaysyoucangetfeedbackonwhethercommunicationswith others have been effective and how can that feedback be used todevelopyourcommunicationskills?(4.1,4.2)

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