Written & Verbal Communication (OCR GCSE Business): Revision Note

Written communication

• Businesses have a range of ways in which internal and external written communication can take place

Letters

• Formal business letters are used when the sender and/or receiver of a message would find it useful to keep a communication record

• They may be sent through the post, or attached to an email

  • Delivery can be tracked with the use of recorded delivery services (post) or a read receipt (email)

• A letter may accompany other important written documents, such as contracts or certificates

Evaluation of communication by letter

Company brochures

• Company brochures usually contain detailed information about the business products

• Attractive images of products can be presented alongside specifications, pricing and order forms

• Well-designed brochures can emphasise a business image

  • E.g. Aston Martin's glossy hardback brochure features high-quality, professionally-captured images of its range of luxury vehicles as well as detailed technical specifications of each model

• The cost of producing brochures can be significant, and errors cannot be easily corrected once they have been printed

Contracts

• Contracts are written legal agreements between a business and another party

• Businesses make use of a variety of contracts

  • Employment contracts determine the working agreement between a business and an employee

  • Supply contracts set out the expectations and requirements of agreements between a business and a key supplier

Notices

• Businesses commonly use notices to provide information, instructions or directions to workers

• They may be used to:

  • Alert workers to workplace hazards

  • Share information about internal job vacancies or social events

  • Remind staff of safety facilities or procedures, such as fire drills

Verbal communication

• Verbal communication is the most common form of interaction between employees within many businesses

  • Day-to-day instructions are commonly provided verbally

  • Feedback, praise and encouragement are often shared in meeting conversations

  • Clarification can often be gained quickly through a quick conversation

• Verbal communication can occur in a variety of ways

Face-to-face meetings

• Face-to-face meetings can take place in-person or virtually, using videoconferencing software

• Business meetings are commonly held to:

  • Set and monitor budgets

  • Appraise workers' performance

  • Determine business strategies

• Formal meetings are often accompanied by written documents:

  • An agenda sets out items to be discussed during the meeting

  • Minutes record the key points made by participants during the meeting

Telephone calls

• Most large businesses operate internal telephone systems, especially if workers are spread across one or more sites

  • External calls are managed through a switchboard, which directs calls to the appropriate member of staff

• Some businesses use call centres, allowing skilled staff to handle customer enquiries

  • Queries can be dealt with immediately

  • Training to ensure good customer service can be provided

Presentations

• Presentations involve visual and/or interactive sharing of information

• They may form part of a face-to-face or virtual meeting

• Software such as PowerPoint can include graphs, charts, images and other media to illustrate points made by a speaker

• There is often the opportunity to ask and answer questions

Evaluation of verbal communication methods