Business Communication: Units 10, 21, 24, 27, 32, 52, 54

This homework assignment comprehensively addresses key facets of business communication, encompassing presentations, meetings, and customer service. The assignment begins by detailing best practices in developing presentations, including design, content, and audience consideration, as well as analyzing the advantages and limitations of various communication media like telephones and email. It then delves into effective meeting management, outlining purposes, attendance strategies, resources, and the roles of meeting chairs and secretaries. Furthermore, the assignment explores topics such as career pathways, information security, minute-taking, email best practices, and customer complaint resolution. The content covers Units 10, 21, 24, 27, 32, 52, and 54, offering a well-rounded perspective on communication strategies essential for business success. The assignment includes insights into formal and informal meetings, legal implications, and techniques for handling customer complaints, conflict management, and negotiation. The student's responses provide a thorough examination of each unit's core concepts and practical applications within a business context.

UNIT 10; 21; 24; 27; 32; 52;
54; 73

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
.........................................................................................................................................................1
Unit 10.............................................................................................................................................1
1.1 Explain best practice in developing presentations ...........................................................1
1.2 Explain who needs to be consulted on the development of a presentation .....................1
1.3 Explain the factors to be taken into account in developing a presentation .....................1
1.4 Analyse the advantages and limitations of different communication media....................2
2.1 Identify the purpose, content, style, timing and audience for a presentation...................2
Unit 21............................................................................................................................................3
1.1 Describe the purpose of the meeting and who needs to attend ........................................3
1.2 Explain why it is important to have a minimum number of attendees for a meeting ......3
1.3 Explain ways to achieve maximum attendance at meeting..............................................3
1.4 Explain the access, health, safety and security requirements relating to meetings .........3
1.5 Describe how to set up the resources needed for a meeting ............................................4
1.6 Explain the responsibilities of the meeting chair and meeting secretary ........................4
1.7 Explain the difference between formal and informal meetings .......................................4
1.8 Explain the legal implications of formal meetings...........................................................5
Unit 24.............................................................................................................................................5
1.1 Explain the role of their own occupation within an organisation and industry ...............5
1.2 Describe career pathways within their organisation and industry ...................................5
1.3 Identify sources of information and advice on an industry, occupation, training and career
pathway ..................................................................................................................................5
1.4 Describe an organisation’s principles of conduct and codes of practice .........................5
1.5 Explain issues of public concern that affect an organisation and industry ......................5
1.6 Describe the types, roles and responsibilities of representative bodies and their relevance
to their own role .....................................................................................................................5
Unit 27.............................................................................................................................................5
1.1 Describe systems and procedures for storing and retrieving information .......................5
1.2 Outline legal and organisational requirements for information security and retention ...6
1.3 Explain how to create filing systems to facilitate information identification and retrieval . 6

1.4 Using different search techniques...................................................................................6
1.5 What to do at the time of arising problems......................................................................6
Unit 32.............................................................................................................................................7
1.1 Explain the purpose of different typesof minutes and other meeting records..................7
Types of minutes....................................................................................................................7
1.2 Legal requirements of formal minutes.............................................................................7
1.3 Organisational conventions for producing minutes..........................................................8
1.4 Responsibilities of the minute taker.................................................................................8
1.5 Importance of maintaining confidentiality.......................................................................8
1.6 Requirement of recording.................................................................................................8
UNIT 52...........................................................................................................................................9
1.2 Explain methods to improve message transmission.........................................................9
1.4 Explain why and how to stay safe and respect others when using e-mail........................9
2.4 Explain why, how and when to archive messages..........................................................9
2.7 Explain how to minimise e-mail problems......................................................................9
UNIT 54.........................................................................................................................................10
1.2 Explain how to identify those complaints that should prompt a review of the service offer
and service delivery..............................................................................................................10
1.3 Explain negotiating techniques used to resolve customers’ complaints........................10
Listen to the customer..........................................................................................................10
1.4 Explain conflict management techniques used in dealing with upset customers...........10
1.5 Explain organisational procedures for dealing with customer complaints....................11
1.6 Explain when to escalate customers’ complaints..........................................................11
1.7 Explain the cost and regulatory implications of admitting liability on the basis of a
customer complaint..............................................................................................................11
1.8 Explain the advantages and limitations of offering compensation or replacement products
and/or services......................................................................................................................11
2.4 Explain the advantages and limitations of different complaint response options to
customers..............................................................................................................................12
2.5 Explain the advantages and limitations of different complaint response options to the
organisation..........................................................................................................................12

CONCLUSION..............................................................................................................................12

INTRODUCTION
Unit 10
1.1 Explain best practice in developing presentations
 Design
Hopefully you already have a company slide template, but if not, apply a clean and simple design
based on the colour palette and font of your brand for visual consistency.
 Content
Two words: reuse & shorten. If your website is current, effectively designed and includes
targeted content throughout, use this as your source material, and then convert it into
slides for optimal reuse.
 Script
Everyone in your company has a different way of describing the same diagram or mission
statement, so a script is key to making sure all the presenters deliver the same message
consistently and coherently (Abdillah, 2017).
 Customization
After all the work to polish and standardize your message, make sure the presentation is
customizable for each audience.
1.2 Explain who needs to be consulted on the development of a presentation
The top management and board of directors must be consulted while developing a
presentation. Besides this, the person who is developing the presentation must be consulted about
the information and data needed to be included in it.
1.3 Explain the factors to be taken into account in developing a presentation
 Telling a story is always an amazing way to present an idea. If you are a good storyteller,
stick to small number of slides to accentuate the story and let your speech do the talking.
 If you are presenting how-to’s or other structured information it is a good idea to build
slides that highlight your key points, steps or statistics (Thill and BOVÉE, 2014).
 If you are presenting structured information, use bullet points, not sentences or
paragraphs to help your viewers’ eyes scan through the slide and catch each point.
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 If at all possible steer clear of Clip Art, animations or fancy slide transitions. These serve
more as distractions than additions to your presentation.
1.4 Analyse the advantages and limitations of different communication media
Telephone-
 Advantages- Mobile phones also expand your ability to communicate with distant
workers or offices. The telephone still allows immediate interaction between two parties
in the communication (Meredith, 2012).
 Disadvantages- The lack of non verbal or facial expressions remove those elements from
the message. This can inhibit the ability to interpret the context or emotion of a message
sender. The phone is also less personal than a face-to-face meeting.
E-mail-
 Advantages . E-mail allows for more flexible response times. It also allows for the
inclusion of files, such as documents or images.
 Disadvantages- E-mail is less personal than either face-to-face or phone. The missing
context of the message may lead to misunderstandings or misinterpreted messages.
2.1 Identify the purpose, content, style, timing and audience for a presentation
 Purpose- the main purpose is to share or provide information on any topic.
 Content- It shows what topic is all about and how it relates to presentation
 Style- The style reflects the audience and types of presentation. It describes what
presentation is all about.
 Timing- It depends on the organisation or business to deliver the presentation
 Audience- They can be employees, public, etc. It depends upon for whom the
presentation is been developed.
Unit 21
1.1 Describe the purpose of the meeting and who needs to attend
The main purpose of meetings is to share ideas and express different thoughts. Meetings
are used in almost every organization as a way of communicating information to other people
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where their principal functions are to inform, seek ideas, seek clarification, resolve problems,
discuss proposals/ways of working, take decisions and settle disputes.
1.2 Explain why it is important to have a minimum number of attendees for a meeting
This is because it will maintain the standard of meeting. Also, it will protect the
confidentiality of information or decisions taken. The manager or executive will be allowed to
share it personally with employees.
1.3 Explain ways to achieve maximum attendance at meeting
 By communicating it about all employees and mangers.
 By writing it in notice board or sending e mails to all of them.
1.4 Explain the access, health, safety and security requirements relating to meetings
Health, safety and security are the most important factors to be considered while
conducting a meeting.
Check to see if the venue is a safe structure for the kind of meeting taking place.
Check that electrical wires are secured properly and not trailing on the floor.
Make sure that the equipment to be used, like laptops and OHPs, is good working order
and has passed ICT testing to avoid safety issues (Lucero and Elzweig, 2013).
Make sure that any confidential documents taken to the meeting are not left behind and
are brought back safely. Also, make sure that only authorised people are allowed access
to those documents.
1.5 Describe how to set up the resources needed for a meeting
The following are some basic resources required for a meeting.
 Writing material: To take down notes in the meeting.
 Overhead Projector: To demonstrate or display documents or slides.
 Dry board: This helps the person who demonstrates to write down things or ideas clearly
for the attendees, so that there are no doubts.
 PC/laptop: These are used in conjunction with the overhead projector for displaying slide
shows or documents.
 Info print outs for other participants: These include agendas and other paperwork the
attendees might require to follow the meeting without any problems.
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1.6 Explain the responsibilities of the meeting chair and meeting secretary
The role of the Chair is to ensure that an accurate record of a meeting is made. The chair
of the meeting has a responsibility to
 Help the minute taker with agreeing agenda items.
 Follow the agenda items in sequence.
 Informing the minute taker of any items to be removed from the agreed agenda.
 Summarise specific points, decisions or action agreed for each agenda item before
moving on to the next item.
 Agree and provide a summary for long discussions
 Review the minutes when they are written as a draft.
1.7 Explain the difference between formal and informal meetings
 Formal meeting- A formal meeting in a business environment is a pre-planned event
with a formal notice that most often is sent via email or an official company memo. It is
taken by senior executive or a member of senior management who presides over the
meeting (.Cheng, 2017) The atmosphere in these meetings are formal and there are
specific agenda items that must be gone over (John and Knyazeva, 2015). These meetings
most often take place in a company boardroom where technology such as laptops can be
used to display PowerPoint presentations.
 Informal meeting- An informal meeting can take place almost anywhere, anytime, and
there is seldom the structure and formality that you will see in a formal meeting. There is
usually no formal invitations sent out although meeting participants can be notified via
email in many cases
1.8 Explain the legal implications of formal meetings
 Make sure everyone has an opportunity to speak. That’s not the same as making sure
everyone does speak; some may not want to, or may feel that another person has made
the same point that they were going to make.
 Remember that “consensus” is not the same as “unanimous vote.” Consensus is about
more than voting on a particular proposition; it is a means of decision-making whereby
the group discusses the issues and questions before developing a shared response.
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 Assure the discussion is civil. This is not always easy, especially when dealing with “hot-
button” issues, but it’s important to uphold reason and mutual respect in order to find the
best solutions, as well as assure continued relationships among participants
Unit 24
1.1 Explain the role of their own occupation within an organisation and industry
I provide health and support to people with limited mobility and other care needs. This
covers a wide variety of residents from people with physical disabilities to people with learning
disabilities and the elderly with dementia. I support residents to maintain personal hygiene and
help them with their day to day living. Some of my other duties may include building a
relationship with the residents and family, identifying residents needs, supporting residents in
their activities, helping residents with physical tasks, establishing work routines that help
residents with their daily activities, providing emotional and social support, working different
shifts to accommodate the home.
1.2 Describe career pathways within their organisation and industry
Own Setting Early Years Industry
Volunteer
Apprentice
Level 3 Nursery Practitioner
Room Leader
Deputy Manager
eaching Assistant
Nursery Worker
Social Worker
Nursing
Assessing
Midwifery
Childminder
1.3 Identify sources of information and advice on an industry, occupation, training and career
pathway
Occupations within Early Years  Social Worker
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 Early years teacher
 Teacher
 Family support worker
 Youth Worker
Training within Early Years Inernal courses offered by organisation
Learning from being coached and men-tored whilst
at work as identified by managers/others
Learning from taking on new and extra
responsibilities as asked by manager
Career Pathways within Early Year
1.4 Describe an organisation’s principles of conduct and codes of practice
Code of conduct Code of practice
Within our code of conduct their are 4 main
areas that we focus on these are:
Care ,
Trust ,
Attitude
and
respect Privacy
Things that these include is ensuring that we
maintain high standard of care we have to make sure
the children are kept safe and in sight at all times,
Adhere to the settings policies and procedures, Being
responsible for our own actions, if disclosure is needed
we must tell a senior member of staff immediately,
show a positive attitude at all time, Be respectful, Be a
positive role model, Be aware of things that are being
shared on social media (Jacobson and Tufts, 2013).
In our setting the code of practice is underlined
in the code of conduct we have to ensure we
adhere by this or disciplinary action will be
taken
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If staff fail to adhere to the code of conduct this could
lead to disciplinary action
1.5 Explain issues of public concern that affect an organisation and industry
Public concern on organisations Public concern on the Early Years Industry in general
Childcare Costs Limited Resources Public perceptions
Employees concerns Legislation Media interest
30hours free childcare. Funding Issues
Childcare costs
Children’s safety
1.6 Describe the types, roles and responsibilities of representative bodies and their relevance to
their own role
Ofsted Their role is to inspect childcare premises and to write a report on
how they can improve their level of childcare.
CWDC Children’s workforce development council is an organisation which
delivers every child matters. They do this to ensure employees are
putting a child first when in their role
Sector Skills Council This is an employer-led organisations, they cover specific
industries in the UK. They have four key goals: to support
employers in developing and managing apprenticeship standards. to reduce
skills gaps and shortages and improve productivity.
Unit 27
1.1 Describe systems and procedures for storing and retrieving information
 Transaction processing system (TPS) - Responsible for processing business
transactions.
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 Management information system - Helps with carrying out the tasks required for
problem solving and decision making. They help management by monitoring
performance, efficiency, accounting, and transactional data (Hynes, 2012).
 Decision support systems - Assists managers in decision making. It uses internal and
external resources to analyse existing information and project the effects.
 Customer relationship management (CRM) systems - Business owners use customer
relationship systems to accumulate and track customer activities, including purchases,
product defects, and customer inquiries.
 Business Intelligence Systems (BIS) - Provide analyses that predict future sales patterns,
summarise current costs, and forecast sales revenues.
1.2 Outline legal and organisational requirements for information security and retention
It is important to have rules concerning the security and confidentiality of information,
because it may contain sensitive data such as:
 Personal records
 Payroll records
 Human resources records
 Financial data
In the wrong hands, this information could pose a threat to the business and its customers or be
used to commit fraud, discrimination, and other violations.
There are laws such as the 1998 Data Protection Act that, if not followed, could lead to legal
action.
1.3 Explain how to create filing systems to facilitate information identification and retrieval
Organisations cannot keep all the information they obtain. Storing wrong or irrelevant
information is of no use and takes up valuable space, making retrieving information more
difficulty.
When making decisions on which information should be stored, the decision will depend
first and foremost on the legal requirements relating to each particular type of information. For
example, legal requirements state that:
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 Human resource records must be retained by an organisation for six years after the end of
a staff member's employment
 Health and safety records must be retained permanently
 Accounts records must be kept for between three and six years, depending on the type of
organisation (Valenko and Klanšek, 2017).
1.4 Using different search techniques
Phrase searching is a useful technique which can increase the relevance of your results.
Sometimes your search may comprise common words which, when combined in an AND search,
retrieve too many irrelevant records. Databases use different techniques to specify phrase
searching
1.5 What to do at the time of arising problems
1. Prioritize Problems
Use the Pareto Principle (80/20 rule) to prioritize problems and separate the trivial many
from the vital few. Sure 100 things are going wrong, but if you can concentrate on the most
important problems first, some of the rest will just go away in the process.
2. Focus on Problems You Control
Sort your issues based on how much control you have in order to focus on problems you
can control. Why worry about problems that are out of your control?
For example: full control, partial control or no control.
Focus first on those problems you have full control over and ignore those you have no
control over. You have to fix your department problems first (Sikora and Tyszkiewicz, 2015).
Don’t try to solve management problems in other areas before you have made sure your area is
totally under control.
3. Utilize Root Cause Analysis
Using a structure problem solving methodology like root cause analysis (RCA) ensures
you are solving the right problem right. If you try to solve management the wrong problems, this
will not help you.
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Unit 32
1.1 Explain the purpose of different typesof minutes and other meeting records.
Types of minutes
Meeting activities and decisions are recorded in many different ways throughout WHO.
Document formats can vary according to group and region; minutes of staff meetings,
interdepartmental meetings, inter-agency meetings and workshops may all have different
document styles. Some regional offices have standard templates for recording important
meetings, and formal meetings have historical documentation models that must be followed
(Kraus, 2014). When you are asked to record minutes at a meeting, an important part of the
prewriting process is finding out what format is expected.
For the discussion in this module, we will categorize minutes as either agenda-based minutes or
informal meeting minutes.
Agenda-based minutes or reports
These are a traditional type of record: minutes taken at scheduled meetings for which
there is an agenda. An agenda is either distributed before the meeting or announced by the
chairperson at the beginning, and the minutes follow the framework set by the agenda. At WHO,
agenda-based minutes are now primarily records of formal governance meetings. These are
highly specialized, complex and formal documents, and minutes are usually taken by
professional minute-takers or précis writers (Hardin and Fuller, 2014).
Informal meeting minutes or summaries
Most departmental and team meetings at WHO do not require detailed minutes. Informal
meeting minutes summarize decisions taken and follow-up actions and responsibilities.
Typically, these minutes are circulated to all those who attended the meeting, and sometimes to
others who have an interest in the meeting's decisions but were not able to attend. These records
are sometimes produced using a simple template.
1.2 Legal requirements of formal minutes
Policy and procedures for meetings are a very important part of the formal meeting
process because they set out what can and cannot be decided in meetings, as well as ensuring that
certain conventions are adhered to at that meeting.
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1.3 Organisational conventions for producing minutes
The conventions of a meeting refer to the protocol under which meetings are usually
carried out. They are a set of rules which govern the way that each meeting progresses. Although
not every meeting has exactly the same conventions, companies will often make sure that all of
their meetings follow their own private set of conventions.
The conventions of a meeting are like a set of rules which people have to follow in order
to play the game correctly. These rules are designed to ensure structure, fairness and
accountability.
1.4 Responsibilities of the minute taker
The individual performing this role has certain responsibilities that must be met to ensure that
communications are efficient and timely. The basic tasks for the minute taker are: Taking rough
notes that accurately reflect the decisions and discussion that took place during the meeting
(García-Hernández and et..al 2016).
1.5 Importance of maintaining confidentiality
In today’s increasingly litigious and highly competitive workplace, confidentiality is
important for a host of reasons:
Failure to properly secure and protect confidential business information can lead to the loss of
business/clients.
In the wrong hands, confidential information can be misused to commit illegal activity (e.g.,
fraud or discrimination), which can in turn result in costly lawsuits for the employer. Many states
have laws protecting the confidentiality of certain information in the workplace. The disclosure
of sensitive employee and management information can lead to a loss of employee trust,
confidence and loyalty. This will almost always result in a loss of productivity.
1.6 Requirement of recording
The names of everyone in attendance at the meeting are usually the first things recorded.
This serves two purposes: Absent members can stay in the loop and keep abreast of what they
missed at the meeting, and their absence from this meeting becomes part of the public record. If
some participants regularly find ways to avoid meetings, they might be more reluctant to skip a
future meeting when they realize their repeated absences have been noted (Dougan, 2015).
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UNIT 52
1.2 Explain methods to improve message transmission
When working in a business sending emails is a vital part of most jobs, the message
transmission should be quick and efficient. There are many issues that come into account when
sending and receiving emails, most of these can be improved, resolved and dealt with simply
1.4 Explain why and how to stay safe and respect others when using e-mail
I%t is very beneficial using email as it&s sent much quicker than sending it in the post,
but being aware and using common sense is crucial. %t is important to keep safe and respect
others. There are many scammers and hackers sending emails to try to reel you in to open their
emails. When sending and receiving emails always keep safe. So not be gullible if you receive
emails telling you, you are being given a lot of money from someone you do not know this is not
legitimate and can be dangerous to open emails like this
2.4 Explain why, how and when to archive messages
It is important to archive emails with in business, as it is effective for managing storage
problems, beneficial for future reference and it is now becoming a regulatory compliance. It is
now becoming more significant to archive emails, other than saving space in your inbox, it helps
to protect, save and back!up any data or attachments in the emails. They can also be accessed
quickly if they are needed at a later date (Cheng, 2017. ). Archiving creates a virtual paper trail
this is useful for future reference
2.7 Explain how to minimise e-mail problems
Some email servers and client can cause problems, as they cannot always accept large
kilo bytes of data that gets sent in emails, which means they do not always get received or sent to
the patient. When sending emails always make sure the email is followed up if you are unsure
whether it delivered, you can turn on delivery and read receipt. Sometimes if the email cannot be
delivered it will bounce back to you. When sending email to a patient client make sure their
email can accept large kilobytes of data, if not try not to send them so much at once.
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UNIT 54
1.2 Explain how to identify those complaints that should prompt a review of the service offer and
service delivery
Complaints are an important way for the management of an organisation to be
accountable to the public, as well as providing valuable prompts to review organisational
performance and the conduct of people that work within and for it. A complaint is an “expression
of dissatisfaction made to or about an organisation, related to its products, services, staff or the
handling of a complaint, where a response or resolution is explicitly or implicitly expected or
legally required” 1 . As a matter of guidance, complaints can be made directly to an organisation
by members of the public and/or customers, or through alternative pathways such as to Members
of Parliament or statutory officers but otherwise about the organisation
1.3 Explain negotiating techniques used to resolve customers’ complaints
Listen to the customer
Ask questions and listen carefully to find out what they want you to do - if anything.
Remember that listening to the complaint is sometimes as important as doing something about it.
Repeat what the customer has said to check you have understood, and know what they want you
to do.
Often a customer will approach you with a complaint but with no suggestions for the solution.
He or she might tell you exactly what is wrong. You will be told the whole story and why it
caused such problems, but often you are left to suggest the solution yourself.
1.4 Explain conflict management techniques used in dealing with upset customers
Also known as competing. An individual firmly pursues his or her own concerns despite
the resistance of the other person. This may involve pushing one viewpoint at the expense of
another or maintaining firm resistance to another person’s actions (Ben-Itzhak and AVG
Netherlands BV, 2015).
Examples of when forcing may be appropriate
In certain situations when all other, less forceful methods, don’t work or are ineffective
When you need to stand up for your own rights, resist aggression and pressure
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When a quick resolution is required and using force is justified (e.g. in a life-threatening
situation, to stop an aggression)
As a last resort to resolve a long-lasting conflict
1.5 Explain organisational procedures for dealing with customer complaints
Problems frequently crop up in any business, but the way a company approaches and
fixes the issue can be its moment to shine. Whether it's a customer complaint or a disagreement
among coworkers, quick and decisive action gets noticed and appreciated. Attentiveness and
action in handling a complaint may save a client or retain an employee, and it provides the
business with valuable feedback that can help solve the problem for the long term.
1.6 Explain when to escalate customers’ complaints
A customer escalation is a scenario where a customer is not pleased with an employee interaction
and wants someone at a higher level within the company to resolve the complaint (Thill and
BOVÉE, 2014). Escalations should be taken seriously, because this means you have an irate or
agitated customer on your hands (Hynes, 2012).
1.7 Explain the cost and regulatory implications of admitting liability on the basis of a
customer complaint
Explain conflict management techniques used in dealing with upset customers. 1.5. Explain
organisational procedures for dealing with customer complaints (Abdillah, 2017). ... Explain the
cost and regulatory implications of admitting liability on the basis of a customer complaint.
1.8 Explain the advantages and limitations of offering compensation or replacement products
and/or services
In some cases, offering customers compensation is a legal obligation. For example, if
your product is faulty, you are legally required to offer a refund, replacement or repair to
customers (Kraus, 2014). Consumers have up to six years to claim compensation in this
way.However, aside from the legal minimum, you could additionally offer customers vouchers,
free delivery or money-off tokens for future purchases. Equally, gift tokens or flowers could be a
compensatory gesture of goodwill.
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2.4 Explain the advantages and limitations of different complaint response options to
customers
Complaining customers have a perception that somehow their needs and expectations
were not met. Acknowledging their concern is the first step in diffusing the emotion of an upset
customer.
One of the most difficult aspects of listening to complaints is having the ability to separate
yourself from the issue. When someone is yelling at you, it is difficult to not take it personal.
However, it is important to remember that the complaint is not about you; it is about a perception
of a need that was not met.
2.5 Explain the advantages and limitations of different complaint response options to the
organisation
When listening to a complaining customer, keep your facial expressions and responses as
positive as possible (Meredith, 2012). Do not do anything that could cause more emotional
response and make matters worse. Be as pleasant as possible as you try to resolve the issue for
the customer.For example, think about your facial expressions and don’t inadvertently add fuel
to the fire by having an uncaring smirk on your face.
CONCLUSION
In this report, it is concluded that offering customers compensation is a legal obligation.
For example, if your product is faulty, you are legally required to offer a refund, replacement or
repair to customers.
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