BAA606 : Workplace Communication : Operational Cycle
1. Outline the importance of keeping a record of oral communication.
2. Describe methods of maintaining accurate records of electronic and oral communication.
Answer
1. Oral communication can be described as communication which takes place verbally. The communication may take place between different employees, the customer and the employee or between the senior management and the employees who are managing the stores. Although all communications are crucial, even if the conversations are more crucial, it is not possible for an individual to remember all the parts of the conversation. Hence, very often when an individual is required to make certain decisions, they need to refer back to the conversation and the different facts which are stated in that particular conversation. It is at this time frame that the decisions began to pend when the facts cannot be referred to accurately (Bergerand Iyengar2013). Secondly, if the wrong fact is being referred to during the decision making, it might lead to an incorrect outcome. In case of the optical stores, if the number of the spectacles are not noted down considerably and the wrong frame is not prepared then it may spoil customer relationships. Hence, due to accuracy of the different operations, it is very crucial for the business organization to maintain the maintenance of records of conversations, discussions,negotiations, agreements and interviews.It will assist in the following manner:
• Help in recalling what has been said, agreed to, discussed and others
• Helps in decision making (Yow2014)
• Helps in referring to in case of consequences or emergencies
• Assists in ensuring that transparency between different relationships is maintained.
In case of the optical business, Specsavers Opticians, the customers often provide basic information about their needs and designs which need to be conveyed to several layers of management for the complete service. Hence, for this it becomes necessary to keep a record of the conversation and ensure success in the operational cycle.
References
Berger, J. and Iyengar, R., 2013. Communication channels and word of mouth: How the medium shapes the message. Journal of consumer research, 40(3), pp.567-579.Yow, V.R., 2014. Recording oral history: A guide for the humanities and social sciences. Rowman & Littlefield.
2. It is very important to maintain accurate records of electronic and oral communication in order to ensure that the individual does not miss out any relevant information which is largely available. The given methods can be alternately used in Specsavers Opticians in order to keep an accurate record of the electronic as well as oral communication :
Email- A record can be kept in the form of an email. This means that the necessary communication that takes place between the different customers or the employees of the different departments can be sent through an email. This will go a long way in assisting the firm to ensure that accurate records have been maintained accordingly. In case of the given organization, the client can be mailed.
Memo- A memo is a rough record which is maintained in a designated format in order to maintain a record of internal communication which means communicating amongst the different employees of the organization. The customer requirement can be maintained accordingly with the help of a memo.
Letter- Letter are also used to maintain accurate records of the different communications which take place amongst the different members in an organization (Mascle2013). The letter can be addressed to the concerned party. Letters can be sent to the consumers.
Minutes- The minutes are generally prepared during meetings of the organization and other related concerns. This forms an important source of internal communication system whereby the entire organization tends to become aware of the contents of the meetings which tend to take place. Using this, one cannot go back on their words (Moore and Morton 2017).
Short Reports- Very often short reports that are prepared also serve as an effective means of communication which go a long way in assisting the individualto maintain efficient records for the long term.
References
Mascle, D.D., 2013. Writing self-efficacy and written communication skills. Business Communication Quarterly, 76(2), pp.216-225.
Moore, T. and Morton, J., 2017. The myth of job readiness? Written communication, employability, and the ‘skills gap’in higher education. Studies in Higher Education, 42(3), pp.591-609.
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