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LO5: how to communicate effectively with stakeholders - Coggle Diagram
LO5: how to communicate effectively with stakeholders
characteristics which inform the design of business communications
audience - these could be internal - line managers, subordinates - external - customers, suppliers, specialists - people of different age groups, professions or backgrounds - the type of audience determines whether communication should be informal/formal you may communicate more formally with customers or your line manager than you would with your peers if talking to specialists you may use specialist terminology that you wouldnt normally use with other people who may not understand it
purpose - could include to inform, persuade, thank or deal with a complaint - purpose determines tone used
content - influences the method of communication - e.g. you may have to write a report to present complex info - numerical data are sometimes clearer and easier to understand when presented graphically
business function - e.g. marketing is more likely to produce eye-catching and persuasive promotional materials; finance is more likely to present numerical data graphically in a report
available resources - resources may include funding, skills and knowledge and the number of staff available - e.g. businesses outsource the design and production of marketing materials because they do not have the staff with the necessary skills to produce them
characteristics of business communications design impact on the use of resources
quality of paper/card - use of quality paper/card creates a better impression but costs more. consider the purpose of communication and the budget available before deciding on what to use
colour/black or white - depends on the purpose and type of audience - promotional materials would be more effective printed in colour, whereas a small note to colleagues would be acceptable in black and white
hard copy/electronic copy - hard copies take up space and are more expensive to produce - decision depends on the purpose of the communication - it may be more prudent to store confidential info electronically because hard copies can be misplaced and are more expensive to store
cost of consumables - cost of office supplier - e.g. paper, pens, ink, postage, typesetting - needs to be considered when designing business communication - e.g. would it be cheaper to send a communication electronically rather than printing and posting?
ease/cost of distribution - emails are instantaneous and easy to send to the target audience; they also carry minimal cost and no environmental issues - leaflets carry distribution costs and can be unpopular with environmentalists
timescales - bear in mind that printing glossy brochures takes more time than sending out emails - how much time do you have
how to review business communications to make sure they are fit for purpose
appropriate type of communication for audience - it would not be appropriate to use text messages to deal with customer complaints
tone - this is the attitude and emotion you should put into your writing - most business communication should be courteous and fairly formal
layout/design - could include logo, letterhead, font style, corporate colour and images - create consistency and form part of the corporate image
relevance of info - business communications should include relevant info only
appropriate tone for different types of business documents
job application - professional, enthusiastic, confident
job application rejection letter - thankful, regretful
dealing with a customer complaint - humble, apologetic, appreciative, regretful
discipling/repremanding a subordinate - firm but courteous
declining a request - courteous, regretful
how and when to use different types of communication
formal communication
letters - likely to be printed and sent through the post
reports - these are used to present complex info and could be internal/external
notices - purpose of a notice is to inform and it could be internal or external
verbal communication
telephone calls - these are more personal and allow lengthy and complex discussions to take place
messages - voicemail and answerphone are usually used for leaving short messages
face to face - these can range from formal meetings to casual conversations in the dining room. body language improves mutual understanding and complex discussions to take place
marketing documentation
business cards - these contain vital contact details - quality of business cards can affecte hte image of the business
press releases - written communication provided to a newspaper or other media organisation for a specific purpose
promotional literature - can include annual reports, brochures and leaflets - these should be of reasonable quality to project a good image
questionaries - questions should be carefully worded so that info gathered is valid, relevant, reliable and fit for purpose
data collection sheets - these are used for tallying survey results or checking stock so they should be simple to use
recruitment documentation
job description - this describes the roles and responsibilties of a job
person specification - states the essential and desirable skills and knowledge required of a job applicant
job advertisement - should contain a summary of the job role, the method of application and the closing date
application form - these should be easy to fill in and provide sufficient info for a business to shortlist applicants
electronic communicaiton
email - this is a quick and easy electronic method, which can be used for different purposes
text messages - this allows limited info to be communicated quickly and easily
picture messages - this is useful for sending visual images quickly, cheaply, effectively
social media - increasingly popular and allow images and large amounts of info to be shared clearly and effectively with a wide audience
web pages - can serve a number of purposes - to inform, sell, promote, persuade - web pages can be effective by showing images, detailed info about a business and the products/services provided
presentation slides - effective way of presenting info, combining graphics, narrative, numerical and verbal communication