NVQ Level 3 Business Administration

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http://businesscasestudies.co.uk/bernard-matthews/communicating-with-stakeholders/communicating-with-external-stakeholders.html#axzz4YYkrQxF9
http://www.gpmfirst.com/books/project-success/internal-and-external-communication
https://www.tutorialspoint.com/management_concepts/communication_models.htm
http://communicationtheory.org/patterns-of-communication/
https://www.businesstopia.net/communication/communication-patterns
http://www.eptica.com/blog/what-are-factors-affecting-channel-choice
http://www.businessknowhow.com/growth/bizcomm.htm
https://www.slideshare.net/joanasanchezdabalos/kinesics-theory-of-communication
http://psychologia.co/mirroring-body-language/
http://www.dailywritingtips.com/8-proofreading-tips-and-techniques/
https://prezi.com/dlstnrwbtohq/theories-of-communication/


AC1.1: Analyse the communication needs of internal and external stakeholders

 Stakeholders: internal, e.g. team members, management, other departments; external, e.g. customers, product/service suppliers, regulatory bodies
 Communication requirements: purpose, appropriate communication methods (formal, informal, verbal, written), language, organisation standards and protocols, customer expectations
 Communication channels: direct, indirect, chain of command
 Methods of communication: face-to-face, e.g. one-to-one, team meetings; voice, e.g. telephone, teleconferencing; paper based, e.g. letter, report;, electronic and digital, e.g. email, short messaging systems (SMS); social media, e.g. Twitter, Facebook, LinkedIn; Intranet and Internet
AC1.2: Analyse the different communication models that support administration

 Communication: models e.g. Shannon, Berlo, Schramm; communication process, e.g. source, message, encoding, channels, decoding, recipient, context, noise, feedback
AC1.3: Evaluate the effectiveness of different communications systems

 Organisation communications systems: definition; types, e.g. chain, wheel, star, all-channel, circle, top down, bottom up, one way, two way
 Effectiveness of communications systems: strengths and weaknesses; organisational requirements, e.g. formality, accuracy, speed, control, efficiency; contextual factors, e.g. organisational hierarchy, authority and responsibility, organisational culture, decision making
AC1.4: Explain the factors that affect the choice of communication media

 Communication media: i.e. the written, oral or methods used to communicate a message
 Factors that affect communication media choice: audience; purpose, cost, speed of communication, subject matter of information, how much information is to be communicated, whether feedback is required, whether a permanent record of the information is required, intrusiveness of communication method, accuracy, safety and information security, distance

AC1.5: Explain the importance of using correct grammar, sentence structure, punctuation, spelling and conventions in business communications

 Business communications: email, letters, reports, presentations
 Conventions: paragraphs, format, formality, language, style, terminology, e.g. technical terms, use of jargon, abbreviations, acronyms
 Importance: e.g. accuracy, own standards of work, professional image, customer perception
AC1.6: Explain the factors to be taken into account in planning and structuring different communication media

Planning communication media

 Factors: e.g. audience, communication objective, message, channel, timing, preparation

Structuring different communication media

 Factors: introduction, e.g. background, basics; details, e.g. facts and figures; response or action, e.g. conclusion; close
AC1.7: Explain ways of overcoming barriers to communication

 Barriers to communication: use of jargon, emotions, taboo topics, lack of interest or relevance, distraction, perception and viewpoint; physical disabilities, e.g. hearing problems, speech difficulties, body language; language differences, e.g. understanding accents; expectations and prejudices, e.g. false assumption and stereotyping; cultural differences
 Ways of overcoming barriers: focus on the receiver, take the receiver more seriously, crystal clear message, skilfully delivered messages, multiple communication channels, awareness of own emotions and attitude, seven Cs of communication (clarity, credibility, content, context, continuity, capability, channels)
AC1.8: Explain the use of communications theories and body language

 Communications theories: Mehrabian’s ‘Silent Messages’, Birdwhistell’s theory of kinesics, Argyle’s communication cycle; uses; benefits; application of these theories
 Body language: types, e.g. facial expressions, eye contact, gestures, posture, touch; uses, e.g. mirroring others, enhancing verbal communication; benefits, application

AC1.9: Explain proof-reading techniques for business communications

 Business communication: definition; formats: text, e.g. documents, emails; numbers, e.g. spreadsheets; graphical representations, e.g. charts, graphs, diagrams; images, e.g. photographs
 Proof-reading techniques: check SPAG (spelling, punctuation and grammar), check facts, figures and names, review hard copy, use a dictionary, sense check the copy, create proof-reading checklists