LinkLine Telecom is launching a new business internet package and needs to communicate with staff and customers. LinkLineStaffManagersCustomersMedia© EAGLE ...
Question 1 Report
LinkLine Telecom is launching a new business internet package and needs to communicate with staff and customers.
(a) Describe what is meant by internal communication. [2]
(b) Describe what is meant by external communication. [2]
(c) Explain why LinkLine may use a staff meeting before the launch. [2]
(d) Explain why written communication is useful for package terms and conditions. [2]
(e) Outline three electronic methods of business communication. [3]
(f) Explain three benefits of two-way communication with customers. [3]
(g) Account for why a message can be misunderstood by employees. [3]
(h) Explain three features of an effective customer email. [3]
Answer Details
(a) Internal communication is communication between people within the same business, such as managers communicating with staff. [2]
(b) External communication is communication between a business and people or organisations outside it, such as customers or the media. [2]
(c) A staff meeting gives employees the same launch information and allows them to ask questions so they understand their roles. [2]
(d) Written terms and conditions contain precise details customers can read again. They also provide evidence of what was stated. [2]
(e) Electronic methods include email, video conferencing, instant messaging, and an intranet. Any three gain credit. [3]
(f) Two-way communication lets customers ask questions, gives LinkLine feedback about needs or problems, and builds confidence when the business responds. [3]
(g) Employees may misunderstand a message if language is unclear or overly technical, if important detail is missing, or if it is sent through a noisy or unsuitable channel. [3]
(h) An effective customer email has a clear subject line, concise and accurate package information, and contact details or a clear way to reply. [3]
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