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level 2 btec business unit 7 m2
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Eric Asare unit 7 m2What is the purpose of verbal communication?
Is when you speak out loud to Individuals working within the business, this is
effective because businesses used so that employees will eventually understand
what the words that has been spoken, as well as making sure that the
enunciation, stress and tone of voice which the words have to be expressed
appropriately.
Advantages of verbal communication
Gives clear expression
Provides good understanding
Increases popularity
Gives satisfaction
Disadvantages of verbal communication
The person that is listening might not be able to understand the message
or might hear it differently.
The replies on the spot might not be wisely thought of.
More or less or a different meaning might be taken by the way the person
speaks, the tone of voice and facial expressions.
An example of variable communication is at a Workshop the leader will use
verbal communication to give instructions to participants. By giving clear
instructions for the group, the organizer make sure there is a positive
development and experience. For example, a leader will have to describe the
rules for people who are contributing; the role-playing exercises, he or she will
then have to talk about the scenario and also have to determine how long the
activity will take. Using effective verbal communication, leaders while have to
guide participants in researching issues, solving problems, negotiating solutions
and making decisions.
Explain that there is a time and a place for formal and informal communications
and that each can be effective in the right circumstances.
A place for formal communication would a business meeting because in a
meeting you can talk to people in the meeting like how you talk to your friend
because it will come across unprofessional as when you talking to your friends
you intend to use slang which is not formal. Formal language is effective as it
makes you look intelligent and they will take you more seriously
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, Eric Asare unit 7 m2
A place for informal communication would at a work place because you would
treat the people you’re working with as friends and this makes it easier as you
could have code names for things so the moment a person says a code name
they will know what to do straight away. This is effect because you will feel more
comfortable and free to say anything you want also you have code name it will
not take as much time to tell them what to do.
Explain how you should communicate effectively with your supervisor and work
colleagues.
A way to communicate with your supervisor is to show them respect every time
you speak to them and you have to present formally because the supervisor is
above you in the hierarchy structure. So by showing respect and speaking
formally to the supervisor be best because you don’t want to get too friendly
with the supervisor because this by showing respect and speaking formally to
the supervisor means that your relationship with your supervisor would always
be professional.
A way to communicate with your other employees when you first start would be
introduce yourself formally, have speak formally to them and show them respect
to keep the relations professional. But as time starts to pass you would start to
develop friendship with the other employees and then start to have informal with
other employees.
Explain how you should communicate effectively with a customer who has a
complaint.
If a customer has a complaint with the service that been provide to them. The
moment they address you with the complaint, as an employee I would first have
to formally apologies to the customer on the behalf of the company I work for
even if it was not my fault. Secondly I would have a solution for the problem. For
example, if the complaint is targeted at a specific employee who the customer is
not happy with the service he/she provided I would have to advise that particular
customer to write a letter or send an e-mail to the manager or to the customer
service department. Another example, is that if a customer receives a broken
product they make a complaint to the employee so that, that employee can deal
with this problem. A way that employee can deal with the problem is by asking
the customer if they won’t the product replaced or if they want a refund.
Explain the different types of business meeting and how you should conduct
yourself in those meetings in order to be effective.
You have to look professional and present yourself in a formal way, speak when
you need to speak; once you finished speaking take a seat back and then take
information being given, provide inputs, give your own opinions on a matter and
lastly agree and disagree with situations.
When having a meeting with customers you should always show respect, look
interested and look professional because you want the customers to agree to
persuade them to do what you want them to do. An example of this is when a
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