Business Administration Level 3

Principles of business communication

Bespoke documents

Effective bespoke documents must:

Be accurate

Have correct spelling and correct use

Of grammar

Be produced according to organisational guidelines on, eg house styles, language to be used etc

Be fit for the purpose they serve.

Factors for creating documents

Type of document required

Purpose/use

Audience

Frequency of use

House styles

Budget

Templates

A blank copy of the document that is saved for future use over and over again.

Set up in the house style in terms of layout and style.

Could also contain any standard text.

House styles

A set format used by an organisation for its documents.

An organisations image is reflected in their house style, eg by using:

Their logo

Same colour of paper

Same font

Set document layout.

Factors that may form part of the house style

Font style and colour

Size of font

Style and position of headings

Justification of the text

Size of the margins

Position of date, references and addressees details on letters

Legal requirements regarding content

Plagiarism

Copyright law

Data protection

Document design

Different types of document

Letters, correspondence

Reports, proposals

Minutes, agendas

Forms/invoices

Newsletters, brochures, leaflets

Posters, notices

Software for document design

Word processing

Desktop publishing

PowerPoint

Letters

Must be clearly structured with the detail of whom it is for, the date and the content well presented.

A well-structured letter requires:

An introduction

Main content

Summary.

House style sets out the layout and style of documents, the font size and style to be used and the stationery and templates.

Example letter

Memos

Internal documents that are sent to one or more members of staff.

Some staff are direct recipients of the correspondence while some are copied in.

Some memos are very formal.

Shorter, more informal notes are gradually being replaced by email.

There is no need to sign a memo.

Example of memo layout

Reports and proposals

Reports for sales, progress, performance.

Proposals for projects, business plans, spending.

Reports will be on a particular subject and the content will need to be researched thoroughly.

Requires clear structuring with the purpose and summary of the content at the beginning.

The content needs to be clear and easy to follow good use of bullets, headings.

All references and sources of information should be noted.

Report structure

Example report layout

Forms

Tables can be used in word processing to make effective forms.

Most word-processing software has the facility to add check boxes and drop-down boxes for completing online.

Check space is adequate for intended information.

End use online or printed copy?

Brochures, leaflets, newsletters

Number of columns

Integration of graphics

Contents table

Fonts and heading sizes

Itineraries

Itemise details of a trip, eg dates, destination and names of those involved.

Arrangements are listed in date and time order.

The 24-hour clock is used for times.

Agendas

Minutes

Heading

Details attendance

Follows agenda

Numbered points

Design checklist

Accurate text

All content included

Page numbering/headers/indices

Graphics and illustrations

References

Page breaks

Understand how to develop and deliver presentations

Types of presentation

Presentations usually intend to either:

1. persuade, or

2. inform.

Examples:

Presenting new products

Selling a business opportunity

Selling yourself at interview

Introducing a new project

Demonstrating a product

Outlining a business strategy

Presentation methods

Formal speech

PowerPoint slides

Round-the-table discussion

Before the presentation, you will need to know:

the purpose exact topic

the date, time and duration

the audience number and nature

what support materials are required.

Research the information

Research the information required.

Keep the purpose of the presentation firmly in mind.

Dont include extra or unnecessary information.

Structure the presentation

Plan and draft the content of what you are going to say and any support materials.

Consider the audience to ensure that the language is most suited to them.

Oral presentations

With regard to the amount of information retained, the following figures apply*:

Sight 75%

Audio 15%

Other senses (smell, touch)10%

* Albert Mehrabian

Computer software

Creates slides a useful way to address the visual aspect of a presentation.

To provide a visual emphasis or summary to what you are saying.

Include only key points as you will be delivering most of the information verbally.

Use of colour can help to reinforce the point/make comparisons.

Support materials

If handouts are required, you will need to prepare these too.

Computer software allows you to quickly create a handout in the form of a printout of the slides.

Prepare an evaluation questionnaire.

The Motivated Sequence

Alan Monroes Motivated Sequence works on the basis that although listeners are individuals, there are ways to encourage a positive response from them.

The Motivated Sequence address five steps:

1. Attention

2. Need

3. Satisfaction

4. Visualisation

5. Action

Rehearse the presentation

Practise what you are going to say.

Make use of cue cards.

Run through to gauge timing.

Practise in front of someone who can give constructive comments on it.

Check carefully for spelling, grammar and inaccuracies in any support materials/slides.

During the presentation

Introduce yourself and the purpose of the presentation.

Speak clearly and slower than usual.

Try to appear relaxed and confident use of body language.

Make eye contact with audience.

Keep the audiences focus.

Summarise main points to clarify meaning.

Audience participation

Encourage the audience to stop you and ask questions to:

encourage participation

keep the audience focused

confirm their understanding.

Good and bad practice

The following slides contain general examples of what is considered good practice and what is considered bad practice when designing slides.

Try to aim for no more than four or five bullet points per slide.

It is usually considered that sans serif fonts are easier to read on screen as they do not have the decorative stroke that extends the letters.

For printed text, serif fonts are easier to read.

It is usually considered that seven words or fewer per line makes for easier reading.

It is also good to leave a margin of 1.5 to 2 cm on all sides when creating slides.

Security, data protection and copyright

Security

The majority of organisations store their records and files, as well as other information, electronically.

The advantages of this are huge in terms of accessibility, speed and ease of retrieval and updating, and in saving space.

It is therefore important that files held are secure from loss or damage or access by unauthorised persons.

Storage media

INTERNAL:

Hard disk

Network server

REMOVABLE:

External hard drive

CD-RW/ROM, DVD

USB/memory stick

Memory cards

INTERNET:

Cloud drives

Managing information

A recognised system is needed that is understood and used by all in the organisation.

Advantages of storing information electronically are:

space saving

speed of access/retrieval

may be used by many people at the same time

ease of updating.

Preventing data loss

To find files quickly by naming/storing them appropriately.

Precautions against unexpected data loss:

autosave

backing up

write-protect by changing the file properties.

Individual files can be password protected to prevent:

opening

modifying the file.

Corruption

Sudden power loss while files are on screen

Viruses

Protect computers with anti-virus software, which, once purchased, must be updated regularly.

Data security

Passwords

Limited access

Procedure for obtaining information

Compliance with data protection legislation

Data protection

Information management systems must have procedures in place to protect personal information about third parties.

Personal data:

Anything that identifies a living individual, eg name, contact details.

Anything that can be related to a livin