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| Category | ATHE Level 3 (Assignment) | Subject | Business |
|---|---|---|---|
| University | ______ | Module Title | ATHE Level 3 Unit 3 Business Communication Assignment |
This unit aims on making student learn the importance of effective communication in the business environment. Here you will go through various channels and methods that are used by the organisation externally and internally, and you will also learn about the barriers that are faced while communicating that pose a risk to successful communication.
This unit will help you in learning and developing a customer communication system and the role this system plays when the aim is maintaining a positive relationship with customers. With the help of this unit, you will even develop communication skills by presenting your presentation, reflective practice and report writing. By the end of this unit, students will learn the ability to communicate in a professional way which is best suited for all types of business situations.
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Get Answer of ATHE Level 3 Unit 3 Business Communication Assignment Before Deadline
Order Assignment on WhatsAppJayne has mentioned a big electric vehicle exhibition due to take place in Germany and Verto will have a stand at the exhibition. Jayne has asked you to prepare and deliver a 10minute presentation to the Board of Directors on both the communication channels and the barriers to communication the organisation might face when expanding its operations into Europe. The Board of Directors will expect a professional presentation with accompanying notes which board members can use as a reference. In your presentation and file, you must:
a) Explain channels of communication used a) internally and
b) externally in organisations. b) Explain barriers to communication for organisations looking to expand overseas. You should refer to at least 2 organisations with which you are familiar.
c) Use technology and other appropriate aids to present complex business information effectively.
Answer:
Communication is a key element of any organisation's success. Information can be communicated between employees, managers, customers, suppliers and other stakeholders. Organisations have different methods of communication because they are conveying different messages to different people. There are two types of communication channels: internal and external.
Communication within the organisation is called Internal Communication. It lets workers and bosses collaborate and accomplish organisational goals effectively.
External communication: communication between an organisation and people or organisations outside the business.
GreenTech Solutions Ltd is a small renewable energy company. The organisation communicates internally via email, team meetings, and Microsoft Teams to coordinate projects and communicate with employees. The company communicates and promotes its services to clients through its website, social media pages, and Emails to customers.
Oxford Artisan Furniture Ltd is an average-sized furniture company. Communication between employees is achieved internally through staff meetings, notice boards and internal reports. The company provides telephone support, email communication, social media and its online ordering system to customers.
These are just some examples of how organisations are communicating to the needs of their employees and customers through various communication channels.
Answer:
Communication is trickier when organisations expand overseas. Businesses need to communicate with customers, suppliers and partners from other countries and cultures. If not managed properly, several barriers can impede communication and impact business effectiveness.
1.Language Barriers
One of the foremost disadvantages to foreign business communication is linguistic difficulties. Customers may not be able to comprehend information in a foreign language. If there is inaccuracy in translation, or the use of technical language, misunderstandings can arise.
For instance, marketing materials and customer information may need to be translated from English to German if Verto expands to Germany. Bad translations might lead to misunderstandings and loss of trust among clients.
Likewise, GreenTech Solutions Ltd would have to supply localised technical information when marketing renewable energy products in Europe.
2. Cultural Differences
Different countries have different cultural values, beliefs and communication styles. What may be appropriate or effective in one culture could be inappropriate or ineffective in another.
For instance, Oxford Artisan Furniture Ltd might generate promotional messages which resonate with its UK customers but be different to what its French or Spanish customers would expect.
Organisations can prevent misunderstandings and establish positive customer relationships by understanding cultural differences.
3. Time Zone Differences
Time differences can make communication challenging when organisations have multiple locations in different countries. Delays can happen due to employees not being available during working hours, customers or suppliers not being available.
For instance, if your customers are in different time zones, you might find that your customer service team isn't able to respond to customers in an instant. This can have a negative impact on customer satisfaction and efficiency.
4. Technological Barriers
Among the most important things we do with the help of technology is communicating internationally. The technology infrastructure, internet access and digital systems may vary, which can cause communication difficulties.
For instance, certain customers may not have access to online communication channels, making it challenging for businesses to offer backup and information.
5. Legal and Regulatory Differences
Variations in the regulation of Advertising, Data Protection and Communication in business between various countries. Organisations need to ensure that their communications are compliant with local regulations.
For instance, in the European markets, Verto would have to ensure that the communications with the customers follow the data protection laws in Europe.
6. Use of too much technical jargon
While technical jargon can be a good thing for internal communication to a business, it can become problematic when you're dealing with customers that don't know much about a product or service.
This is already a problem at Verto with customers complaining of too much technical information. This may be a bigger issue in an overseas expansion because of language and cultural barriers.
Organisations should therefore adopt simple and easy-to-understand vocabulary to enhance customer understanding.
One of the directors is concerned about the customer complaints (listed above) regarding poor communication and has asked for information relating to the systems other organisations use to communicate with customers. Jayne thinks this would be a task you could undertake during your remaining time in the Customer Services Team. She has asked you to investigate at least two businesses to see how they communicate with their customers. She hopes you will be able to help Verto make improvements following the issues raised by the customers.
To do this, you must prepare a formal business report. As a guide, the report should be approximately 2 sides of A4 in length.
The report should include:
a) An analysis of the key factors organisations need to consider when communicating with customers.
b) An analysis of systems for communication with customers in organisations. At least two different organisations need to be considered.
Answer:
1. Customers' Needs and Expectations
Organisations need to take into account the needs and expectations of their customer. Customers have varying levels of information and support needs, based on their knowledge, experience and preferences. Businesses are more likely to offer effective communication and attain greater customer satisfaction when they know what their customers need.
For instance, electric vehicle customers might need to know about charging systems, maintenance needs and delivery times. Customers may get confused and become displeased if the information is too technical or hard to understand. As such, organisations need to tailor their messaging to the target audiences.
If customer needs are not taken into account, complaints may be given, there could be loss of customers' trust, and the organisation's reputation could suffer. So, it is essential to know what customers are expecting of you in order to communicate effectively.
2. Clarity & Accuracy of Information
Consistent and accurate information is expected by customers. Communication with words that are inaccurate, contradictory or loaded with jargon can cause misunderstandings and a lack of trust.
For instance, one of the complaints that Verto receives is that customers are getting conflicting information from the Sales Team and Customer Services. This is a good example of the negative impact that miscommunication or inaccuracy can have on customer experience.
All departments of the organisation should have the same information and use standard communication processes. Clear, accurate communication boosts customer confidence and enables organisations to maintain professional communications with customers.
3. Selecting a communication channel that is the most appropriate for the situation.
The mode of communication that an organisation chooses to use will have a huge impact on its communications. Customers have their own way of choosing how to access information. Some users might want to communicate by email, others may want to communicate by phone, live chat or social media.
For instance, you can find that some customers could prefer to speak directly to a representative on the telephone, while younger customers might be comfortable with an online chat service. Companies with several communication channels are more likely to satisfy customer requirements and boost customer satisfaction.
Customers may become frustrated and delay their response if the channel of communication is not appropriate. Hence, organisations have to think about the most appropriate communication channels for their audience.
4. Accessibility and Response Time.
Customers have come to expect quick resolution of queries and complaints. Communication delays can lead to discontent and affect customer relationships.
Accessibility is also crucial. Customers are able to reach out easily and receive timely information about their orders, services or issues. Having accessible communication channels can lead to greater levels of customer loyalty and trust.
For instance, customers waiting for vehicles to be delivered may become impatient when they are not getting regular information about when they can expect the delivery.
5. Cultural and Language Considerations
When organisations enter into foreign markets, cultural and language differences become more and more significant. Communication needs to be suitable for the intended recipient or recipients and should not be misleading.
Customer understanding can be increased, and successful international expansion made possible with translated materials and by adapting communications styles to local cultures.
Answer:
GreenTech Solutions Ltd is a medium-sized renewable energy company that has multiple systems in place to communicate with customers.
The Oxford Artisan Furniture Ltd communication system employs both traditional and digital communication systems.
The company has a customer service telephone line. This enables customers to speak directly to staff and get the answers to any questions or concerns instantly.
The key benefit is the personal touch of communication. Call volume may cause delays at peak times, however.
The company is actively engaged in social media communications with customers. Customers can ask questions, give feedback and get updates on the product.
Whilst social media offers instant and interactive communication, it is essential for organisations to keep an eye on social media accounts and respond to them in a timely fashion.
Additionally, Oxford Artisan Furniture Ltd has live chat support on its web page. This system is useful for immediate assistance and convenience to the customer.
While live chat works well for general inquiries, for more complex matters, a telephone or email communication might be necessary.
Both organisations have several communication systems to assist in customer interactions. GreenTech Solutions Ltd depends greatly on CRM systems and email correspondence to keep their customer records precise and offer consistent information. On the other hand, Oxford Artisan Furniture Ltd emphasises direct communication with their customers, using their telephone and live chat services.
GreenTech Solutions Ltd's CRM solution provides better information management and communication consistency. But Oxford Artisan Furniture Ltd's direct lines offer more personalised customer service, which is quicker. Both methods have their pros and cons, and the use of multiple communication systems is important to effectively satisfy customer needs.
Answer:
Proposed Solution
Verto should establish new customer-friendly guidelines for communication that will encourage employees to communicate in plain, simple terms.
Justification
Customers may not be familiar with technical terms related to EVs Clear communication will help to ensure understanding, minimise confusion, and enhance customer satisfaction.
Proposed Solution
It is recommended that Verto adopt a centralised Customer Relationship Management (CRM) system which could be used by the sales team as well as the customer services team.
Justification
Using a shared system would ensure that employees have access to the same information when communicating with the customer. This would help to maintain uniformity and eliminate mixed messages.
Proposed Solution
The automated customer notification system should be introduced to notify regular deliveries to customers by email or SMS.
Justification
Giving proactive updates would help to decrease customer uncertainty, build customer confidence and decrease the number of queries about the delivery status.
Proposed Solution
Verto need to have a dedicated phone for customers and put a place on their website where customers can book an appointment to speak to a sales representative.
Justification
Customer relationships would be better, as there would be direct access to sales personnel; quicker response to customer enquiries would lead to greater customer confidence in the purchase, and more customers would come back.
Answer:
The ability to communicate effectively is a key business skill. In tasks 1 and 2, I have used a variety of communication skills such as verbal communication, written communication, listening and reading. I gained feedback from others and carried out a reflection on myself to determine strengths and areas for improvement.
Feedback on Communication Skills
My tutor said my presentation was well organised and covered all the topics clearly. Information was presented logically and illustrated with suitable examples. The tutor also noted that using the presentation slides was an effective way to get the information across.
During the question-and-answer time, however, I would have to increase my confidence in answering any question that was unexpected, the tutor said.
My communication was good and understandable to my peers. They thought I discussed communication channels and barriers well and provided some appropriate examples to illustrate my discussion.
They recommended I would be able to engage the audience better if I used more eye contact and asked more questions during the presentation.
The presentation was found to be informative and professional by the audience. They especially liked examples from actual organisations as this assisted them to grasp the concepts being discussed.
Some members of the audience suggested that some parts of the presentation could have been made at a slower pace so that they had time to take notes.
Individual reflection and analysis of communication skills
I was clear in the information I provided during the presentation and used business language. I could describe the communication channels and barriers, giving examples for the audience. My voice was clear and audible all the time while I was presenting.
One of my strengths in verbal communication was putting ideas and information across in a structured and logical way. This helped the audience to follow the presentation and understand the key points.
One thing I need to work on is my response to off-the-wall questions. I answered the questions correctly, but sometimes found it hard to think of my answers quickly. If I could become more confident, I'd be able to answer questions more quickly and completely.
The business report completed for Task 2 showed that I could communicate information in a business-like, written form. I used suitable headings and subheadings and organised the information in a logical way.
Strengths of my written communication skills are that I can explain and analyse information clearly. I was able to give a lot of detail and yet keep my report businesslike.
But I can be better, as I can get more business vocabulary and analytical language to enhance my future reports.
During the presentation and Q&A session, it was essential for the audience to listen to the speakers. Listened attentively to questions before answering and understood what was being asked.
A strength that I have in listening is that I listen to important information and try to give a relevant response. This assisted me in answering questions in the audience effectively.
A point of improvement is to learn to listen more actively by using questioning and summarising before they respond to show understanding and interest.
When searching for information for the presentation and the report, reading skills were of utmost importance. I read a variety of sources to obtain information on communication channels, communication barriers and customer communication systems.
I am able to identify relevant information and use it appropriately in assignments, which is a strength of my reading skills. This allowed me to include relevant, up-to-date information to back up my work.
However, I could have expanded my reading of business sources and could have analysed information more deeply to incorporate it into future work.
Answer:
Personal Communication Skills Development Plan
Areas of Development
1. Verbal Communication
o SMART Target: In the coming two months, make sure that you deliver not less than 3 presentations and also seek feedback after each presentation.
o Actions to be Taken: Carry on with the practice of presenting your presentation, work on improving eye contact and prepare for questions that can be asked.
o Monitoring and Review: Go through the feedback once you receive it and record what improvements can be made.
2. Confidence in Q&A sessions
o SMART Target: Work on improving confidence when you are answering the questions asked about your presentation.
o Actions to be Taken: Ask your friends to ask you random questions related to your presentation; also participate more and more in discussions.
o Monitoring and Review: Ask for feedback from friends and peers in whom you are presenting your presentation, and even from your tutor after the practice sessions.
3. Written Communication:
o SMART Target: By the next month, go through not less than 10 new business-related terms.
o Actions to be Taken: Go through business reports and articles, and maintain a vocabulary log.
o Monitoring and Reviewing: Go through the prepared vocabulary log once a week and use those terms in your assignment.
4. Listening Skills
o SMART Target: For the next 6 weeks, focus on active listening in all the group discussions you do.
o Actions to be Taken: Learn how you can summarise the information and how to give answers with clarity.
o Monitoring and Reviewing: Ask your peers about your listening effectiveness.
5. Reading Skills:
o SMART target: Make a target of reading and analysing at least one business article or report for the next eight weeks.
o Actions to be Taken: Summarise key findings from these reports and note down the useful communication practices.
o Monitoring and Reviewing: Go through the summarised findings every month and monitor your progress.
Monitoring and Reviewing the Plan
Your progress will be monitored with the help of feedback that is provided by your tutors and peers regularly, which includes self-reflection and review of the activities that you have completed. Monthly reviews will be conducted for assessing that are you achieving the decided targets or not, and if not, then what kind of additional development activities are required. Wherever it is required, adjustments will be made just to make sure that continuous improvement is carried on for better communication skills.
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This is a sample of the ATHE Level 3 Diploma in Business and Management course, Unit 3 Business Communication Assignment. With the help of this sample, you can manage to learn what your assignment will look like, which includes the task that you need to complete to pass your assignment. You can even learn how you can write your task, which includes the academic tone that you can follow and the information that you can mention. This sample is written by one of our experts who has been providing ATHE assignment help to UK students and all international students for more than 8 years. These experts are familiar with all the guidelines, standards and marking scheme of your assignment, which is the reason you can rely on the points mentioned in this sample. If you are among those who prefer seeking Assignment help from professionals, then you are also in the right place, as these experts are there for you to help. They have all the required knowledge for writing an assignment that will help you achieve good grades. Even if you are short on time, they can help you with expert help and make sure that your assignment is completed before the deadline.
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