Unit 1: Communication in Business Environment

Unit 1: Communication in Business Environment In today’s society many businesses use a wide range of methods of communication. First and most important is verbal communication this can be done either face to face or via the phone. This is used as the first port of call as the assessor to help and guide the individual who is making inquiries. Body Language is a face to face communication and this is used as a way of representing the business and can give good or bad signals to the inquirer involved. Written communication can be done via emails, letters, memos and reports. This is used so that the company will have written confirmation of things and to ensure that they have correct cover in case a claim is to be made. This also is an efficient way to keep track of things that the business is involved in. A paper trail protects against any eventuality. Each one of these formats is used depending on the importance, urgency, formality, complexity and cost. Importance can sometimes mean that it is simple to contact the person via phone as you can generally get an answer instantaneously rather than sending an email or letter. Depending on who or what you are using a communication method can depend on what type of method you would choose to use. If for example you were working with an internal member of the team you could use body language and verbal for face to face communication. You could use verbal for telephone communication and written memos and emails. Internal can be slightly less formal but should always be within the company’s standards and expectations. For external liaison you can use verbal telephone communication, written communication in the form of email, letters, and newsletters. With external communication this has to be within a formal standard and should always be addressed in this manor unless specified differently. Language should always be appropriately used and with good grammar and spelling if written. With most there is a knowledge that comes with experience so as you progress it becomes easier to determine which method is best used for each individual and you would also be able to identify the way to communicate [professional / more relaxed]. All communication that is done via a written method should always be done to a very high standard. It is paramount that you closely regard how you want the information to be presented and read. Should it be formal or professional? Should it be done using a house style? Are you using the correct salutation? In any case you should endeavour to use the correct grammar, spelling and accuracy. You should always proof read and check your work before ever sending out. There are no exceptions when it comes down to this. In business when compiling letters, emails and even reports it is important that you remember that you are compiling this as a representative of the organisation that you work for. You must adhere to the guidelines set by the business and remember that everything that you send out can be perceived in a wrong way so it is the upmost importance that you ensure you have use all the correct pronunciation, grammar and spelling. A written form of contact can say a lot about the company that you represent and how they present their business. If you want to get a step up in the market place then these kinds of mistakes can be detrimental to whether a client uses your business or the next leading company all because of a simple spelling mistake or poor use of pronunciation. Verbal communication is one where you have to be able to judge the other persons persona and body language as well as reading signals and understanding the other person’s tone of voice. Again this is paramount as a representative of a company to use appropriate language, tone and non-verbal communication. Whilst receiving or making telephone calls you should endeavour to be polite at all times even if the person on the other end is very abrupt and arrogant towards you, the reason for this is because you are there as a representative of the company. Therefore you should ensure that you uphold the rules and regulations set in your guidance notes. When it is appropriate you can get involved in discussions, however this could be on a need to know basis. You only get involved if it is a conversation / discussion that you are entitled to get involved in; by not following this rule it could be detrimental to the company as you could be perceived as an interfering busy body. When you are conducting a meeting or taking part in conversations with colleagues or management with work related issues, whether it be good or bad you should always conduct yourself verbally and non-verbally in a professional and appropriate manor. By following these simple rules the company will be viewed in high esteem and therefore will be treated as a positive business in the networking society. When discussing confidential and sensitive information you will always discuss these things in private and be mindful of who can hear the conversation and also how you deal with this information. Your aim is to represent the business in the most professional and positive way that you can. Claire Towlson – Business Administration Level 2 2 | Page