1、ommunication: Analyzing and Presenting Complex CommunicationAssessments for Outcomes 1 and 3Page 1 Outcome 1 Reading textPage 3 Outcome 1 Assessment QuestionsPage 6 Outcome 3 AssessmentPage 8 Marking guide for Outcome 1Page 13 Record SheetsOutcome 1Read the following passage, and then answer the que

2、stions. You must answer all the questions to pass the OutcomeBusiness CommunicationWays of communicating in business vary from country to country, and an important part of successful international business activity is being aware of the types of behaviour which are acceptable to the people with whom

3、 you hope to work. Where people come from will affect their expectations of working customs, procedures and ways of negotiating. Even corporate culture varies according to the country where the company is based. Emphasis on seniority, formality, reporting lines and business procedures can differ sig

4、nificantly between anization. bringing in on overseas in businessIn this age of global communications, millions of pounds are being lost everyday because language barriers get in the way of potential customers, both nationally and overseas. Improving skills in communication with custome

5、rs is important to a range of business Overcoming barriers is not just about learning languages, but about strategies-employing people who speak the customers'language, sending staff placements or offering translations on company websites. Staff training communication skills is also very importa

6、nt.to improveThere are many books, web sites and training courses for those who wish generally their business communication both nationally and internationally. Staff who need to negotiate face to face or by telephone in the international market can learn about the importance of cultural factors in

7、business success. The emphasis of training courses is often on speaking and listening, and on practical role play of meetings and sales presentations. Attention is also given to using the correct style of English to ensure customer care will be of the highest level. By becoming familiar with the bus

8、iness protocol of different cultures and developing communication skills people should gain the confidence of the people with whom they hope to work in international business.People from Britain, for example, have particular approaches to doing business which reflect their culture. In decision makin

9、g, people will follow company policy and established business rules, rather than their personal feelings. Any business proposals are more likely to be successful if they conform to the way thins have been done in the past.Meetings are used for many reasons, including discussing issues, negotiating,

10、decision making and problem solving. There are rules of procedure for formal meetings. A notice is sent out up to six weeks in advance giving details of the date, start and finish times and place. A written agenda is prepared and distributed before the meeting to be certain that everyone is aware of

11、 the meeting purposes, and issues to be discussed, beginning with the most important matters. It is essential to prepare for a meeting and to become well informed by reading background papers and any reports which may be circulated with agenda.Wearing acceptable clothing gives a good impression and

12、shows how serious people are aboutdoing business with a company. Business clothes are similar to those worn in North America Standard business dress for men includes dark coloured suits with a shirt and tie. Businesswomen generally wear suits or a smart jacket and skirt, although trousers for women

13、are now more acceptable than they used to be. Some younger employees in the newer industries may wear more casual clothes, but it is still usual to dress smartly and fairly conservatively for a formal company meeting.It is considered very important to be punctual both at work and in social situation

14、s, arriving at least ten minutes before a meeting is due to start. If people cannot attend a meeting to which they have been invited they should send formal apologies and if they are going to be unavoidably late for an appointment, they should telephone and gibe an expected time of arrival. Before a

15、 meeting begins people generally make polite social conversation. Typical topics include the weather, the journey to the meeting and sport, often local football. It is not considered polite to ask people personal questions.ofBritish people tend to avoid physical contact with others. When talking the

16、y keep their hands to their sides and out of their pockets. Hand gestures, backslapping and hugging are not usual, but to shake hands when you meet business associates is accepted practice. Firm handshakes are part of a formal introduction but are not always offered at subsequent meetings or on soci

17、al occasions. It is important to follow strict protocol, especially when dealing with older people and senior staff. For official meetings, and conferences it is common practice to use full titles even if all the participants would usually be on first-name terms. If the meaning or the significance i

18、nformation gibe is not clear are not clear it is sensible to ask questions, or ask people to explain further. Talking loudly or interrupting others in a meeting as in any social occasion is considered bad manners. Consideration of the point of view expressed by others and the ability to adopt an app

19、roach that shows respect is always an important skill in negotiating.areAny business cards should be printed with an English version on one side and will generally be exchanged at the end of a meeting. Business gifts are not routinely given, but gifts which generally acceptable include pens or paper

20、weights with a company logo, or a book about giver company or country.allA written record known as “minutes ”is distributed within a few days of the meeting to attendees and absentees, with concise but complete descriptions of any decisions made and including action items with the names of the peopl

21、e who must attend to these actions.An awareness of traditions and a courteous attention to business protocol will be of benefit to those who hope to succeed in the business world.ANSWER THE FOLLOWING QUESTIONS. YOU MUST ASNWER ALL THE QUESTIONS1.CORRCTLY TO ACHIEVE A PASSPeople who would find this a

22、rticle useful are2.3.TouristsPeople who are in terested in intern ati onal bus in essPeople from Britai n who want to work in Chi naThe purpose of this article isTo en courage people to travelTo explain the importance of bus in ess com muni cati onTo give exa mples of good p racticeMinu tes for a me

23、et ingRecord in writ ing decisi on and actions to be take nAre writte n up after the meet ing and sent out to every one in vitedAre writte n up after the meet ing and sent out to every one atte ndingAre secretNOW ANSWER THE FOLLOING QUESTIONS USING YOUR OWN WORDS AS FAR ASPO SSIBLE4.Write dow n two

24、ways in which companies can improve their bus in ess com muni cati on skills.5.Write dow n two reas ons why people who want to do bus in ess intern ati on ally should improve their com muni cati on skills.6.Write dow n three differe nt reas ons for holdi ng a meet ing.7.In about 100 words describe a

25、t least two ways of behaving that would not be seen as acce ptable at a meeti ng.8.In about 200 words explain the type of behaviour that would be good p ractice in a bus in ess meeti ng.Evaluate the article.9.The article isEasy to un dersta ndCould be imp roved with p ictures or diagramsHas a good f

26、ormat, structure and layout for its purpose10. Explain why you did, or did not, find this article usefulAssessment Task InstructionsOutcome 3BackgroundYou work in the China headquarters of a large manufacturing company. You and four of your colleagues have been given the task of planning and organiz

27、ing a conference for the company'ssenior managers, including a group from the United Kingdom.The conference will take place over two days in your local town, and all the managers will spend a third day sightseeing.You and your colleagues should hold a meeting to make some decisions about this co

28、nference.Each person should investigate and present an agenda item on an aspect of the arrangements, for example (these are examples only):Reception arrangements for visiting manager Accommodation-costs and types of rooms available Food choicesEntertainmentLocal attractions for sightseeingTravelBy t

29、he end of the meeting some decisions should have been make and responsibilities for further action allocated.Each group member should:a)b)c)d)Write up notice of meeting and an agenda for the meeting.Prepare for your contribution and make notes on the topic you are to speak about. Take part in the me

30、eting about the conference and present your findings to the meeting as an agenda item-each item should be about three minutes in length. Your assessor will fill in an observation checklist to show you have presented your agenda item clearly and answered any questions.Write up the minutes of the meet

31、ing.Give your notes and meetings papers to your assessor.Communication: Analysing and P resenting Complex CommunicationOutcome 3 Observation Checklist -Oral skills -MeetingName1 ClassEvide nee requireme nts(V)Comme ntsAgenda item prepare and p resented accurately and effectivelyCon siderSelect ion o

32、f releva nt dataEffective structureSignp ost ingEffective use of support materials (if any)Approp riate tone, p ace and non verbal communicationCon siderTone and pace right for purp ose and audie neeClear and audibleEye con tactIn terested exp ressi onResp onds to contributions of others to p rogress interactionCon siderGivi ng and receivi ng in formatio nListe ning and atte nding Responding con structively