SECONDARY TECHNICAL CERTIFICATE STUDENT LEARNER GUIDE VOCATIONAL SKILLS FOR BUSINESS STSBUSS801 GRADE 10. TERM 1: Weeks 7-12 (18 Periods)

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1 SECONDARY TECHNICAL CERTIFICATE STUDENT LEARNER GUIDE VOCATIONAL SKILLS FOR BUSINESS STSBUSS801 GRADE 10 TERM 1: Weeks 7-12 (18 Periods) TOPIC: BUSINESS COMMUNICATION Pages 1 to 25 Revision: 0 Dated: July 2012 STS_G10 Business_Business Communication Page 1

2 Purpose In this topic you will learn about the world of business. You will find out about what makes a business and why people set up businesses. You will explore local businesses and what is needed for a business to be successful. Learning Outcomes On successful completion of this topic and workbook you should be able to: Performance Requirements Explore methods of communication: identify examples of internal, external, formal, informal Identify examples of verbal, written, visual and electronic communication Identify the main types of business communication with workers and customer including face-to-face, telephone, meetings, notice boards, letters, s. Understand and identify the purpose of documentation to support the business environment; including letters, agendas, minutes, reports. Understand and identify the use of technology to record and share information, including computer software, internet, s, fax and mobile telephone technology. In this Topic You will: Learn about the common methods of communication. Explore the main types of communication in business. Learn to identify common forms of business communication. Understand the role of information communication technology in business communications STS_G10 Business_Business Communication Page 2

3 How to use this Work Book The information in this work book will help you to learn the knowledge and skills required to gain a basic understanding of the Business Environment. This is important in running a successful business. The work book includes topic definitions, information, activities and tasks that will assist your understanding and learning. Your teacher will guide your learning and assist you in your understanding. You may also be asked to complete some other activities that your teacher knows will help you to learn. Symbols Used in this Work Book Tasks to be completed in class or for homework Important! A Portfolio Task which MUST be completed. Your Portfolio will be assessed STS_G10 Business_Business Communication Page 3

4 Important! Evidence Portfolio - Task 1 Topic Vocabulary List complete this list of key words. 1. Term 2. What this Means 3. Arabic Word Communication Information STS_G10 Business_Business Communication Page 4

5 2.1 Methods of Communication Definition Communication is the way information is passed between people. Communication uses written or spoken words, symbols or actions. The person who sends the message is called the sender. The person or people who receive the message are called the receiver. Communication is successful when the message is received and understood by the receiver. The message must mean the same thing to both the sender and the receiver. STS_G10 Business_Business Communication Page 5

6 2.1.2 Methods of Communication Communication takes place in three ways. Communication Verbal Written Non-verbal Business activities cannot take place without some form of communication being used. STS_G10 Business_Business Communication Page 6

7 1. Verbal The use of words to send and receive messages. 2. Written Communication The message is sent in a written form. 3. Nonverbal STS_G10 Business_Business Communication Page 7

8 The message does not use words or writing. It uses: eye contact facial expressions way we stand or sit gestures personal space voice tone Communication Barriers Communication is not successful when: The message does not reach the receiver The receiver does not understand the message Message Barriers STS_G10 Business_Business Communication Page 8

9 SENDER RECEIVER Feedback Common Communication barriers in business include: The message is too difficult There is information missing The wrong methods of communication Equipment failure People do not trust each other Language Communication in Business Business communication is used to: promote a product, service or business share information inside the business between workers share information with the customer Styles of Business Communication Communication Definition Examples Formal Messages sent by using methods set up by the organization. Reports Minutes of Meetings. Informal Messages through the grapevine of informal contacts. Staff talking at breaks or lunchtimes. Internal Messages sent and received by Manager talking STS_G10 Business_Business Communication Page 9

10 people within the business. to workers. Notice on business notice board or intranet. External Messages sent to people outside the business. An order sent to a supplier. Letter to a customer. Important! Think about someone you have communicated with this week. Answer the following. Who did you communicate with? Classmate, teacher, other What was the style of communication? Formal, informal, internal, external. Why did you want/need to communicate? Collect information, socialise. How did you communicate? Face-to-face, . STS_G10 Business_Business Communication Page 10

11 2.2 Types/Methods of Communication Types of Business Communication Communication Definition Examples Verbal Sender speaks directly to the receiver(s). Telephone Meetings Conversation Written The message is sent in a written form. Letters Memos s Visual The message is put into a form that can be understood visually, not written or spoken. Graphs Video Posters STS_G10 Business_Business Communication Page 11

12 Look at the pictures below. Write the types of communication in the space below each picture. Verbal, Written, Visual. STS_G10 Business_Business Communication Page 12

13 Important! Choose the best form of communication. Match the message (Table A) with the method of communication (Table B). Write the letter in the space. The Message Answer Method of Communication 1 List of staff names who have first aid training. A Letter 2 Urgent order to a supplier. B Telephone call 3 Detailed map of how to get to the workplace. C Notice board 4 Contract of employment for new worker. D STS_G10 Business_Business Communication Page 13

14 2.3 Business Documentation/s Business Letter A formal written communication. It is usually external. Purpose: Communicate with clients Propose action Build relationships Promote your business 10 June 2012 Sports Equipment Inc, Sheik Zayed 1 st Street, Abu Dhabi UAE Ms Maggie Jones Fitness Stores Abu Dhabi UAE Dear Ms Jones Sports Equipment Inc is conducting an exhibition of its latest equipment. The exhibition will be held at ADNEC in August You are invited to set up a stand at the exhibition to advertise your business. Please reply to inform us if you are interested in this opportunity. Yours sincerely Morris Howard President, Sports Equipment Inc STS_G10 Business_Business Communication Page 14

15 2.3.2 Memo Short written message between workers. It is an internal business document. Use memos to: Ask for information Respond to requests Give information Sports Equipment Inc, Sheik Zayed 1 st Street, Abu Dhabi UAE TO: Mariam Al FROM: Morris Howard DATE: 20 June 2012 SUBJECT: MEETING Ms Maggie Jones from Fitness Stores will be visiting me on Monday. She will be here to discuss plans for her business to set up a display at our exhibition. Please organize a meeting room and refreshments. STS_G10 Business_Business Communication Page 15

16 2.3.3 Agenda Document used to organize a meeting. It informs people attending about: Date of meeting Time of meeting Place meeting is located Topics to be discussed Sports Equipment Inc, Sheik Zayed 1 st Street, Abu Dhabi UAE Meeting of advertising committee to discuss Exhibition. Date: 30 June 2012 Location: Board Room Time: 2.00pm AGENDA 1. Apologies 2. Outline of proposed advertising campaign 3. Guest speaker Ahamed Al (Twofour54) 4. Next meeting. STS_G10 Business_Business Communication Page 16

17 2.3.4 Minutes of Meeting A written record of what happens at a meeting. The minutes include: Who was at the meeting What was discussed Actions that will be carried out as a result of the meeting. Sports Equipment Inc, Sheik Zayed 1 st Street, Abu Dhabi UAE Date: 30 June Attendees: 2 Apologies: 3 Proposed Campaign: Advertising Campaign Committee MINUTES Decision made to advertise on radio and set up a website. Action: Bob Flinn to organize the radio advertising. Hannah Mandak to set up a website. 4 Guest Speaker, Ahamed Al, gave presentation on ideas for TV advertising. Decision made to include TV advertising in campaign. Action: Bob Flinn to work with TwoFour54 to plan TV advertisements. 5 Meeting closed at 3.00pm STS_G10 Business_Business Communication Page 17

18 2.3.4 Business Messages sent and received electronically over the internet. They are used for fast, brief internal and external communication. STS_G10 Business_Business Communication Page 18

19 2.3.5 Reports A written summary of information following research on a subject. It includes: Introduction Results Conclusion Recommendations Sports Equipment Inc, Sheik Zayed 1 st Street, Abu Dhabi UAE Introduction Report on Advertising Campaign for Exhibition This report was requested by Morris Howard to explain costs of advertising will be done to promote the Exhibition at ADNEC in August Results Bob and Hannah have the skill to do the radio advertisements and the website. Twofour54 can make a TV advertisement. Conclusion Costs for radio advertising, a website and a TV advertisement are all within budget. Recommendation That the advertising campaign for the Exhibition include: Radio Advertising A website STS_G10 Business_Business Communication Page 19

20 TV advertising. Information technology has enhanced the way organizations conduct business. A common use of information technology is business communication. 4.0 Role of Information Technology in Business Communications Businesses use: websites text messages chatting teleconferencing Technology allows the transfer of information to managers, employees and the general public. This technology has lowered operating costs and often increases the business visibility. STS_G10 Business_Business Communication Page 20

21 Electronic Electronic mail, commonly known as or e- mail, is a method of exchanging digital messages from an author to one or more recipients across the Internet. People can send messages to many people at one time. ing enhances efficiency because it is quick to send and quick to respond to, and you can even include attachments that are essential to the subject being discussed in the conversation. Business Presentations STS_G10 Business_Business Communication Page 21

22 Presentation is the practice of showing and explaining the content of a topic to an audience. In the business world, there are: sales presentations informational and motivational presentations briefings status reports image-building training sessions Teleconferencing Teleconferencing is communicating through a telephone conferencing system. It is an effective way of conducting business when people are not able to attend a meeting in person. STS_G10 Business_Business Communication Page 22

23 Videoconferencing Videoconference is a meeting where people at two or more locations communicate by simultaneous two-way video and audio transmissions A video conference allows you to see people through a TV screen or computer monitor. All participants can see each other. FAX Fax ( facsimile), sends scanned printed material, normally to a telephone number connected to a printer. The original document is scanned with a fax machine and then transmitting it through the telephone system. The receiving fax machine reconverts the coded image, printing a paper copy. STS_G10 Business_Business Communication Page 23

24 e-commerce Electronic commerce, commonly known as e-commerce or e-comm, refers to the buying and selling of products or services over the Internet and other computer networks. It allows businesses to communicate with their customers to promote and sell goods an services. STS_G10 Business_Business Communication Page 24

25 Resources Borrington, K & Stimpson, P IGCSE Study Guide for Business Studies, Hodder Education UK Kyra Sheahan, Business Communication Methods Demand Media STS_G10 Business_Business Communication Page 25