Types of information
The source of the information
(I.e. where did it come from?)
The purpose of information (e.g. a customer order; financial data) Verbal
Face to face communication with a customer, employees
Sharing information with the customer to be able to make a sale Written
Advertisements, leaflets, gift cards, website
The purpose is to inform the customer about a particular product which may be coming out or being updated. On-screen
Exchange rates screen
To show what the exchange rate to the customers which are interested to buy foreign money. Multimedia
Facebook, twitter page/TV adverts
Ways of checking new products or finding information about other post offices e.g. news about them and what is happening at Royal Mail E.g. what they might be planning to bring out.
Royal mail website
To give the customer an idea about product prices, finding where a parcel is by searching for it through a barcode, shopping for products e.g. stamps Unit 4 Business Communication
Task 2 – Analysis of the different types of information used in the business that I chose. This task will be an analysis of how the purpose of information from task 1 will be developed into more detail. First there is verbal information this can be face-to-face or via a phone call with a customer or another person from another company this is the easiest form of communication because it is right there and then you will get a response from the customer straight away this is also called a two-way communication. The purpose of this type of information is for the customer to receive the right information about a product that they are trying to find out about, e.g. vehicle tax, parcels or anything about post office products. There are a few pros and cons of verbal communication. The pros of two-way communication is that you can see the person who is in front of you and you can also look at their body language while you are discussing about a product and if they look confused you can spot it and try to give more detail so the customer is happy with the response to their question. Another pro is that if the customer wants to ask a question they will receive an answer at that moment whilst if they were on the internet they wouldn’t know when that person is going to be on in order to answer their question. The cons of verbal information are that if it’s a phone call you can’t see their body language so you don’t know if the customer could be confused with the way that the information is being told to them. Another con would be language barrier, this meaning that the person who you are speaking to may have a strong accent and might not be understood clearly and this may create issues while trying to help the customer with what they need help.
Written communication is a more formal way and can be very useful in many cases, this is a one way communication as the response is not going to be at the same moment. The way that written communication is showed to post office employee and customers is in leaflets and whenever there is a change in a product they will send a booklet with all the information about the changes. The purpose of written communication is to inform a customer through a message in a way that they are able to understand what the leaflet is trying to say this is also a good reference point for people to go back to. A pro of written communication is that whoever is reading it will not have a problem understating it, whilst if a word was said it could easily be misunderstood and could have a different meaning to what was actually meant to be said. Another pro is that you can always keep a copy of what was written to come back for a reference. There are a couple cons to written communication one of them being is that if it comes by post it could be lost this means that you wouldn’t be able to know what was on that letter and also the people that sent it wouldn’t know that it was received also if its sent...
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