1.1 Analyse the communication needs of internal and external stakeholders
Internal stakeholders are individuals within a company, i.e. employees, managers, directors, investors; alternatively, external stakeholders are those that are outside of but care/benefit from the performance of the company, i.e. consumers, regulators, investors, suppliers, etc. The communications of these groups differ and have different objectives;
1.2 Analyse the different communication models that support administration
Communication is a key element to business success both internally and externally. There have been multiple models which explore how people communicate to enhance their ability to transfer messages;
This is one of the earliest models of communication and lays out the process of conversation to evidence what could go wrong from ‘source’ to ‘receiver’ as a message is ‘encoded’ and ‘decoded’ by two people.
Schramm’s Model (1954) alters this simplistic model, showing that encoding and decoding is not a one-sided process and that by converting ideas into words humans are constantly encoding and decoding messages to be decoded and encoded again.
In this case, the model includes their senses, attitudes, and structuring of the message – in my work tone is very important in conversation with clients and candidates as it is the best indication of emotion and intention, particularly over the phone, and alongside structuring ensures understanding through emphasis of key points for roles or candidates.
1.3 Evaluate the effectiveness of different communication systems
There are a range of different communication systems/methods which are used within business:
More forms of communication include letters or internet/social media i.e. LinkedIn. These communication forms have similar effects and structuring to email.
1.4 Explain the factors that affect the choice of communication media
When deciding which communication media to use it is important to consider what message we are trying to get across/receive. For large amounts of information email is the best choice as it is able to hold a large amount of written text and some documentation. When looking to describe and to discuss, telephone or face-to-face are better choices as they allow the use of senses within conversation i.e. tone (hearing), body language (visual), as well as ensuring the understanding of both parties due to quick feedback. Telephone calls are typically better when looking to discuss large amounts of information or to save time. Face-to-face meetings are good with clients for initial meetings, or candidates following interviews, to gather key information and make a lasting impression.
1.5 Explain the importance of using correct grammar, sentence structure, punctuation, spelling and conventions in business communications
Business communications are important to the impressions made between internal and external stakeholders as well as the messages expressed. A key example of this in my role would be email communications I use to first introduce appropriate candidates to roles. These emails must be engaging, as to grab the attention of the reader, structured comprehensibly to include key information, formal in nature and written in good English – including spelling and grammar – as to make a good impression and a clear message for the reader. If unclear of details, a candidate may be turned off by a role or time may be wasted clarifying information – typically appropriate candidates will get a lot of emails/messages daily and so it is important that time is spent making it clear for them to assess if they should return contact through the structuring and content of the first email sent to them. This importance carries through to other methods of communication with similar reasoning – the most important thing is to ensure the correct message is expressed.
1.6 Explain the factors to be taken into account in planning and structuring different communication media
When planning and structuring different communication media it is important to consider how the message you are offering will be taken in. A key consideration is the ability of the receiver to take on your message i.e. your message should be clear for a reader who may find reading English difficult – who might have English as a second language or suffer from a reading disability. Consequently, it is important to make sure that any message is as succinct as possible – only relevant and necessary information included within emails or conversations. Other considerations include the formality of language choices involved in portraying ideas, i.e. conversations with clients, and the desired outcome of communication. Planning and structuring communication is key to increasing the likelihood the receiver will understand the intended message.
1.7 Explain ways of overcoming barriers to communication
There are many barriers to communication – overcoming them is important to ensure successful business communications. These barriers consist of:
1.8 Explain the use of communications theories and body language
Berlo’s theory of communication takes into account the importance of senses, and therefore body language as viewed by a receiver, in the deliverance of a message. Similarly, it can be argued that the ‘interference’ of Schramm’s model could include such things as body language. In my work, I understand that body language, similarly to tone in a telephone conversation, is a key aspect to how a message is created and taken in. For example, closed body language can suggest that someone is uncomfortable, nervous, or judgemental, i.e. hunching, crossing arms, etc., whereas, open body language is a good indication of agreement, honesty, and friendliness, i.e. expressive hand gestures, a lack of physical barriers, and relaxed body positioning. Using open body language in meetings with clients/candidates is important as it helps to portray an honest and friendly message – something key to creating the foundations for a good business relationship.
1.9 Explain proof-reading techniques for business communications
There are many proof-reading techniques used in business: key examples include peer review, software review, and self-evaluation. Proof-reading is important in business as communications are commonly the foundation for the opinion of a client or candidate of you and your business – therefore, creating a professional message is important to ensure positive feedback. During my role, I commit many emails to candidates and clients. At first these were reviewed by my mentor to ensure I understood the quality expected in the emails and attached documents. Once I understood the standard required for these documents and communications, I reviewed my own work – using Word Spellcheck and Grammarly (spelling & grammar reviewing software) to assist and ensure I am communicating clearly to external stakeholders.
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