Internal and external communication · IGCSE Business

Explain two methods of communication CNR could use to inform its employees about the merger. Award 1 mark for identification of each relevant method (max 2). Award 1 mark for each relevant reference to this business (max 2). Award 1 mark for each relevant explanation (max 2). Points might include:

• Email [k] the 36 000 employees [app] as can send to many people at once [an]
• (Online/in person) meeting [k] at each of the 8000 branches [app] allowing everyone to discuss points / get feedback [an]
• Video conference/Zoom/Teams/Google Meet/FaceTime [k] as people/attendees do not have to travel [an]
• Phone calls [k] about its objectives [app]
• Text/SMS/ WhatsApp/WeChat/(Facebook) messenger [k] which can be saved for future reference [an]
• Letter [k] give a professional image/confidential [an]
• Notice/noticeboard/poster [k] as they can be placed in various locations (for employees to read) [an]
• Website/social media or examples e.g. Facebook, TikTok [k]
• Internal newspapers/newsletter/magazine [k] Other appropriate responses should be credited.

Do you think using email is the best method for a business to use to communicate with its employees? Justify your answer. Award 1 mark for each relevant point (max 2). Award 1 mark for each relevant explanation (max 2). Award up to 2 marks for justified decision as to whether email is the best method for a business to use to communicate with its employees (max 2). Points might include:

• No/low cost [k] so (more) funds to invest in other areas of the business [an]
• Can refer to [k] so less chance of misunderstanding [an]
• Can be sent to multiple people at the same time / quick (to send) [k] which saves time [an]
• Can include attachments/large amounts of information [k]
• Might be deleted/ignored [k] so receiver is not able to access message [an]
• People may not have access to email/device [k] so message may not reach receiver / so message is not seen [an]
• Not able to gain immediate feedback [k] so do not know if message has been understood [an]
• Possible internet/technical problems [k]. Other methods of communication include:
• Meetings [k] allow for feedback / two-way communication [an] AND/OR can see body language [an]
• Text messages/SMS/DM/WhatsApp [k] which are quick to send [an]
• Website/social media [k] as seen by many people at once [an]
• Letters [k] can be confidential [an]
• Phone/mobile calls [k] as can discuss message to make sure it is understood [an]
• Video conference [k] which can reduce travel costs [an]
• Memo [k] which can provide a written record [an]. Other appropriate answers should be credited. Justification might include: Using emails is low cost [k] so more funds to invest in other areas [an]. Using meetings [k] allows for instant feedback [an]. Meetings are the best method as instant feedback can prevent misunderstanding which helps to avoid mistakes [eval] that could damage the reputation of the business [eval]. Answer

Explain two methods of communication a business could use to communicate with its suppliers. Which is likely to be the best method to use? Justify your answer. Award up to 2 marks for identification of relevant points. Award up to 2 marks for relevant development of points. Award up to 2 marks for a justified decision as to which is the best method of communication for a business to use when communicating with its suppliers. Points might include:

• Email [k] can be saved for future reference [an]
• Phone/telephone calls [k] as these allow for (immediate) feedback [an]
• (Online) meeting [k] allows everyone to discuss points/ask questions [an]
• Video conference/Zoom/Teams/Google Meet/FaceTime [k] as people do not have to travel [an]
• Text/SMS/WhatsApp/WeChat/(Facebook) messenger [k] but can contain limited information [an]
• Letter [k] but time consuming to write/expensive to send [an]
• Websites [k] but no feedback/one way communication [an] Other appropriate responses should also be credited. Justification might include: One method is a meeting [k] allows everyone to discuss points at the same time [an]. Another option is an email [k] because it is quick to send [an]. Email is a better method because it could allow the business to get the inventory it needs in a timely manner whereas the meeting could take too long to arrange [eval], and while waiting the business may have to stop production temporarily [eval].

Explain two methods of internal communication HYT might use with its employees. Award 1 mark for identification of each relevant method (max 2). Award 1 mark for each relevant reference to this business (max 2). Award 1 mark for each relevant explanation (max 2). Points might include:

• Meetings/team briefings [k] about its growth objective [app] as can get (instant) feedback / ask / answer questions [an]
• Email [k] which can be sent to multiple people (at the same time) [an] to its 4000 employees [app]
• Phone/mobile calls [k] to one of its 460 shops [app] as allows for discussion / explanation / immediate feedback [an]
• Letter [k] as a written record [an]
• Text / SMS / WhatsApp / WeChat [k] as can be sent quickly [an]
• Posters / noticeboards / notices [k] as they can be placed in various locations (for employees to read) [an]
• Video conference / Zoom / Teams / Google Meet / FaceTime [k]
• Social media or examples e.g. Facebook, TikTok [k]
• Internal newspapers / newsletter / magazine [k] Other appropriate responses should be credited.

Explain two factors LB’s managers should consider when deciding 8 which method of communication to use to inform employees about the expansion plans. Award 1 mark for each relevant factor (max 2). Award a maximum of 3 additional marks for each explanation of the factor that LB’s managers should consider when deciding which method of communication to use with employees about the expansion plans – one of which must be applied to this context. Relevant factors might include:

• How many employees need to be informed – a large number of employees need to see the information – as everyone will be affected by the expansion
• If feedback is needed – managers will know the message has been received – to make sure all employees understand what it will mean for their job role
• How much information needs to be included in the message / complexity of the message – if it is a lot of information then a written form of communication should be used – such as an email or letter
• If there is need for a written record – as legally a record may be needed for certain types of communication with employees – then there will be communication that can be referred to at some time in the future
• Speed / urgency / importance of communication – employees need to be told quickly before rumours are spread around the factory
• Cost of the communication methods chosen For example: How many employees need to be informed (1). A large number of employees will need to see the information (1) as everyone will be affected by the expansion plans (1) when building the new factory in country Y (app). Application could include: luxury bathroom products; baths/basins/showers; plan to produce a new range of bathroom products; plans to open a factory in another country; sells in specialist retail shops; website contains information on product range.

Consider the following two methods Kathryn could use to communicate 12 with her suppliers. Which method should Kathryn use if an order is needed quickly? Justify your answer.

• Telephone calls
• Emails Level Description Marks 3 Sound application of knowledge and understanding of 9–12 relevant business concepts using appropriate terminology. Detailed discussion of both methods. Well-justified recommendation. Candidates discussing both methods, in context and with a well-justified recommendation, including why the alternative method was rejected, should be rewarded with the top marks in the band. 2 Sound application of knowledge and understanding of 5–8 relevant business concepts using appropriate terminology. Detailed discussion of at least one method. Judgement with some justification / some evaluation of choice made. Candidates discussing at least one method in detail and applying it to the case should be rewarded with the top marks in the band. 1 Limited application of knowledge and understanding of 1–4 relevant business concepts. Limited ability to discuss the methods with little/no explanation. Simple judgement with limited justification / limited evaluation of choice made. Candidates outlining both methods in context should be rewarded with the top marks in the band. 0 No creditable response. 0 Relevant points might include: Advantages Disadvantages Telephone calls • Speaks directly to each • Suppliers may not supplier of ribbons – answer – delay in gets immediate order being taken – feedback – so knows the delivery of flowers message has been may be delayed – received which slows
• Can verify if the production and may message for the order be late being of fresh flowers is delivered to a understood – answer wedding questions about the • Poor connection orders – to ensure the over the network correct flowers are used – may distort delivered – possibly the message and meeting customer make it difficult to orders more quickly understand –
• Know the message has resulting in wrong been received – with order being made – having a good which may lead to relationship with the under or over supplier which means ordered flowers they will answer and • Could take a long take the order time to call suppliers – may not answer straight away and may need to call several times taking time that could be used for something else
• No permanent record of the conversation – if an incorrect order is made there is no proof the supplier made a mistake Advantages Disadvantages Emails • Provides a written • Some suppliers record for FF to refer to may not have – if the suppliers do not access to a reliable meet the order correctly internet connection and the wrong flowers – so FF may not are delivered know the order for
• Can be referred to at ribbons has not different times to check been received on the amount of • The order may not perishable supplies be seen if there are ordered to ensure the too many emails to correct order is delivered read and get lost or on the correct date missed
• Kathryn does not have • May go into junk – to be in the office to so supplier of send the order – can be packaging is sent out of usual office unaware there is an hours – may be more order convenient especially as FF is a small business Recommendation Justification might include:
• A telephone call should be made if the order for ribbons is needed quickly to ensure the message is received. Feedback can clarify that the correct order has been made. An email may get lost amongst many emails and the urgency may not be realised, therefore making the order late being processed and delivery of the flower arrangements for the wedding being delayed.
• An email should be used as it is sent straight away, and the supplier of fresh flowers can reply letting FF know that the order has been received and if it can be dispatched straight away.