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Getting started
To complete this assignment you will need to produce a portfolio which looks at communications in business. The portfolio should be based around the following case study.
Case Study
The Red Lion Hotel is a medium sized business which has expanded over recent years and hopes to continue to do so in the future. Its business aim is to deliver quality accommodation and a first class service to guests staying in any of the 38 bedrooms.
Following a recent building extension, the hotel now has 3 function rooms of varying sizes which can be used for weddings, christenings and conferences. In addition there is now a 30 foot swimming pool with Jacuzzi. Guests can choose to stay in the hotel on a bed and breakfast basis or half board as evening meals are available in the restaurant.
You are employed as an administrative assistant reporting directly to the office manager. Your main responsibilities include, planning and organising bookings for events such as weddings and conferences, ordering stock, dealing with internal and external post, taking and producing minutes from departmental meetings and answering the telephones.
Section One Written and Verbal Communications in Business Contexts
Task 1
Identify, using examples, the purpose of written business communications in Four different business contexts within the life of the Red Lion Hotel; (U8-P1)
Describe why each is written method used is appropriate; (U8-M1)
Explain the importance of your choice of written communication methods and the problems that might occur if a different method was used. (U8-D1)
Using examples from the Red Lion Hotel above, complete the table
Written Business Communications in Different Business ContextsBusiness Contexts (x4)Written Method Used
(U8-P1)Why using this method is appropriate
(U8-M1)Why this method is important (what problems might arise done another way) . (U8-D1)
Due Date for Task 1 = _______________
Task 2
Explain, using examples, the purpose of verbal business communications in Four different business contexts within the life of the Red Lion Hotel; (U7-P1)
Discuss how verbal communications can be used effectively in business situations
(U7-M2)
Assess the importance of effective verbal communication methods in a given situation and the problems that might occur if verbal communication was not effective. (U7-D1)
Using examples from the Red Lion Hotel above, complete the table
Verbal Business Communications in Four Different Business ContextsBusiness Contexts (x4)Purpose of Verbal Method Used
(U7-P1)Why using this method is appropriate (and can be effective)
(U7-M2)Why this method is important (what problems might arise if done another way) (U7-D1)
Due Date for Task 2 = _______________
Section Two Oral Communications: Group and Individual Meetings
Task 3
Demonstrate speaking and listening skills in a business group context (U7-P4)
The hotel manager (Mrs Cameron) has decided to look for further ways to improve the hotel and is interested in the opinion of all staff. To do this she has decided to set up discussion groups to brainstorm ideas for improvement.
In your assigned group, hold a meeting, working together to decide how you think the hotel could be further improved. Record your findings on flip chart.
Make sure you listen to others as well as making your own contribution. Your teacher will assess how you behave and participate in your groups (and the meeting will be filmed!)
Due Date for Task 3 = _______________
Task 4
Demonstrate speaking and listening skills in a one-to-one business context (U7-P3)
A new Trainee called Ray Von recently joined the Administration department. However, since starting over a month ago, he has only managed to turn up to work on time twice. Moreover, he has also forgotten to send important letters resulting in lost bookings. Finally, last week, some guests in the hotel complained that he was rude to them in passing. The Office Manager has asked you to hold a performance management meeting with Ray, outlining:
Concerns about his performance
Giving Ray an opportunity to respond to these concerns;
Outline any support that he needs;
Subject to his response, why he is going to receive a first stage oral warning.
Make sure you prepare for the meeting (including business dress) with your points and questions written out as evidence you may also be asked to play the role of Ray for your peers (and the meeting will be filmed!)
Remember to make notes of your meeting as you will require them for a later task or unit!
Due Date for Task 4 = _______________
Task 5
Carry out a review of your speaking and listening skills in both an one-to one and group context, identifying their strengths and weaknesses (U7-M3)
Assess the effectiveness of speaking and listening skills in supporting business operations in a given business context (U7-D2)
Write a report, carrying out a review of your speaking and listening skills in the group meeting and one to one interview. In the first part of the report when reviewing your performance, you may wish to consider the following:
Reflection
Confirming understanding
Clarifying ambiguity
Making a relevant contribution
Listening to others
Body language
Sensitivity
Respond appropriately
Appropriate image and attire
In the second part of the report, comment upon how effective speaking and listening skills supports the running of the business consider why they are necessary and what difference they make to both the meetings, communications and outcomes.
Due Date for Task 5 = _______________
Section Three Written Business Documents
Produce three documents of different types to support straightforward business tasks for internal communication in an organisation
(U8-P2)
Produce three documents of different types for external communication by an organisation
(U8-P3)
Task 6
1. Produce a letter from the hotel manager (Mrs Cameron), ready for her to sign. It is to be sent to Mrs Blake to inform her that she has won the monthly prize draw following her recent stay in the hotel. Her prize is one nights free accommodation with breakfast for two people.
Mrs Blakes address is; The Forresters Cottages, Wood Street, Cheddar, Somerset, BS3 7LS. Use todays date and our reference is CC/LCJ
(external letter U8-P3)
2. The administration director (Mr Watson) asks you to write a memo to the human resources director (Miss Simpson) to remind her of their meeting which will take place on Friday at 10am in the board room
(internal memo U8-P2)
3. You have noticed that stocks of stationery products are running low. Produce a purchase order to Kings Office Supplies for 10 reams of A4 plain paper (ref PP4XX), 2 boxes of post it notes (ref PN565), 2 boxes of black biro pens (ref BBP69), 1 box of red biro pens (ref RBP69), and 6 rolls of cello-tape (ref CEL10).
(external purchase order U8-P3)
Kings Office Supplies address is Unit 1, Stein Way, Walfrid Road, Glasgow, G40 1RT. Their supplier number is 98 and the official order number is 12.
Give reasons for selecting appropriate documents and layouts for business purposes
4. The administration manager has received a request for an all day conference booking from Marks and Spencer for 30th November. Produce the relevant documents to be sent to the correct people in the organisation to help to proceed with this booking.
For example, you may need to produce a conference checklist to help make sure all facilities are in place and prepare an invoice which would be given to the customer
(internal conference checklist U8-P2)
(external customer invoice U8-P3)
5. Compose a short flyer for the staff notice board advertising the staff Christmas Party, which contains appropriate images and details (venue, time, cost, contacts, dates)
(internal staff notice U8-P2)
Due Date for Task 6 = _______________________
Compare your choice of internal and external documents (U8-M2)
Justify your choice of internal and external documents, explaining why each document is appropriate for its intended audience (U8-D2)
Task 7
Revisit Task 6 above and compare the choice of internal and external documents you used for each of the above tasks. Reflect upon whether you could have used a different choice of documents if so, discuss what document type this would be (U8-M2)
For each document, justify the choice, saying why or why not, it was the most appropriate document to use in the circumstances (U8-D2)
Due Date for Task 7 = _______________________
Section Four Appropriate Methods of Written Communication
Describe appropriate methods of written communication to different audiences (U8-M3)
Explain appropriate methods of written communication to different audiences (U8-D3)
Task 8
For the following situations, select, describe and justify an appropriate form of written communication:
The Red Lion Hotel is announcing redundancies;
The Hotel wishes to communicate a seasonal special offer to OAPs;
The Hotel wishes to gain young guests visiting for the Metallica rock concert which is happening in next summer, only 2 miles away;
The Hotel wants to communicate changes it has made to employees contract of employment.
Due Date for Task 8 = _______________________
Checklist
In order to make sure that you have included all of the evidence required in this assignment, use the following checklists to identify areas that you think you have covered. You MUST hand in all of the following evidence in order to complete the unit.
Evidence((
Case studySection 1- Communications in business contextsSection 2 Oral communicationsSection 3 Business documentsSection 4 Appropriate Communication
Your School BTEC First Diploma 2010: Unit 7 & 8 Assignment
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