Activity 1: Written and Verbal Business Communication

BTEC Apprenticeship Level 2 Business Administration: Work Area 1

Activity 1: Written and verbal business communication

Unit 1 1.1, 1.2

Communication methods in business

There are many different communication methods that we can use at work. In fact, communicating is something that we often do without thinking about it. We can use verbal (i.e. spoken) communication methods such as phone calls, one-to-one discussions, or team meetings. We can also use written communications such as emails, letters and faxes. The methods that we choose will depend on factors such as:

●the intended purpose of the message

●whether it is urgent or simply a routine message

●whether it is formal or informal in nature

●the number of people who need to be contacted

●whether it is for a single colleague, our line manager or a whole team or department

●whether it is for an internal contact, such as a colleague, or for an external contact, such as a customer or supplier.

Communicating to different audiences

In your role, you will need to develop your skills in communicating to different audiences. In order to become proficient in this, you need to have a good understanding of the different requirements of these audiences (i.e. what they might need from you). For example, a colleague might need a quick response from you as to whether you can help out with some administrative duties to cover for a busy period. This would probably be communicated in either a quick conversation or a brief email or phone call between the two of you. This is an example of informal communication where the level of detail would be quite low and the response time needed would
be quick.

1.The table below lists some different purposes of communication, along with different methods that can be used to suit that purpose. Think about some examples, from your own work experience, of when you communicate with others at work. Then complete the table with three of your own examples showing the purpose, the audience (i.e. who you are communicating with), the method that you use and the reasons for using that method. Remember that communication can be formal and informal and this will affect the methods to be used.

Different communication methods in business

Purpose / Audience / Method / Why this method is used
Customer service
feedback / All customers / Email / Email is fast, efficient and can reach a large number of customers cheaply.
Setting weekly work tasks / Line manager / One-to-one meeting / One-to-one meetings allow for a detailed discussion in a short space of time. They also allow questions to be asked, when needed, to clarify what is needed.
Setting sales targets for the company / Sales department staff / Group meeting / Getting everyone together in a meeting ensures that the same message is received by everybody at the same time. People can raise questions and share ideas together. Holding a meeting can improve morale and team spirit.
Purpose / Audience / Method / Why this method is used
1.
2.
3.

2.Think about some of the different people that you need to communicate with as part of your job. Complete the table below to show three examples of people you communicate with, the reason for the communication and, in each case, what it is that they need from you. An example has been added to help you write your answer.

Communicating to different audiences

Audience (Who) / Reason for communication / What they need from you
Customer / The customer has a complaint / The customer needs you to send out a customer complaint form
1.
2.
3.

Alternative method of assessment

Your assessor may also conduct a professional discussion with you to discuss the different people with whom you communicate at work and their requirements from you.

PLTS

Stretch

Books:

If you would like to learn more about communication methods in business, you can ask your college library for two textbooks:

●Butterfield J. – Verbal Communication: Illustrated Course Guides (2nd edition), Cengage Learning: London (2012) ISBN: 978-1-133526-52-0

●Butterfield J. – Written Communication: Illustrated Course Guides (2nd edition) Cengage Learning: London (2012) ISBN: 978-1-133187-61-5

Useful website:

You can also find some very useful information on communications skills at the BBC Skillswise website at: