REGENT COLLEGE

BTEC Higher National Diploma in Business

Assignment Brief

Unit Number: 16

Unit Title: Managing Communications, Knowledge and Information

 BTEC Higher National Diploma in Business

Unit 16: Managing Communications, Knowledge and Information

Assignment Cover Sheet

Assignment No: .............................................

I hereby confirm that this assignment is my own work. I have identified and acknowledged
all sources used in this assignment and have referenced according to the Harvard referencing
system. I have read and understood the Plagiarism and Collusion section provided with the
assignment brief and understood the consequences of plagiarising.

Name: ...............................................................................................................

Registration No: .............................................

Signature: .............................................

Date: .............................................

(Your work will not be accepted without a signed copy of this authentication.)

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Unit 16: Managing Communications, Knowledge and Information Regent College
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Learning Outcomes and Criteria covered by this Assignment

Summary of learning outcomes

To achieve this unit a learner must:
1. Understand how to assess information and knowledge needs
2. Be able to create strategies to increase personal networking to widen involvement in
the decision making process
3. Be able to develop communication processes
4. Be able to improve systems relating to information and knowledge

Outcomes To achieve each outcome a learner must demonstrate

the ability to:
LO 1 Understand how to LO 1.1 discuss the range of decisions to be taken
assess information and LO 1.2 examine the information and knowledge needed to ensure
knowledge effective decision taking
needs LO 1.3 assess internal and external sources of information and
understanding
LO 1.4 justify recommendations for improvement
LO2 Be able to create LO 2.1 identify stakeholders for a decision-making process
strategies to increase LO 2.2 make contact with those identified and develop business
personal networking to relationships
widen involvement in the LO 2.3 involve those identified in the decision making as
decision making process appropriate
LO 2.4 design strategies for improvement

LO 3 Be able to develop LO 3.1 report on existing processes of communication in an

communication processes organisation
LO 3.2 design ways to improve appropriateness
LO 3.3 implement improvements to ensure greater integration of
systems of communication in that organisation
LO 3.4 create a personal plan to improve own communication skills

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LO 4 Be able to improve LO 4.1 report on existing approaches to the collection, formatting,

systems relating to storage and dissemination of information and knowledge
information and knowledge LO 4.2 carry out appropriate changes to improve the collection,
formatting, storage and dissemination of information and
knowledge
LO 4.3 implement a strategy to improve access to systems of
information and knowledge.

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Unit 16: Managing Communications, Knowledge and Information Regent College
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Programme: BTEC Higher National Diploma in Business

Unit Number: 16
Unit Title: Managing Communications, Knowledge and Information
Module Tutors: Mourouhan Arifoglu | Meenakshi Handa | Daniel Bessong
Email: Mourouhan.Arifoglu@regentcollege.uk.com
Meenakshi.Handa@regentcollege.uk.com
Daniel.Bessong@regentcollege.uk.com

Assignment Number: 1. Report

Distribution Date: 29/04/2013

Submission Date: 09/08/2013

Assessment Format: Produce a report with. The report must be written in professional
manner and properly referenced. The report should comply with the
word count of 1000 with +/- 10% margin. You may use tables and
diagrams to support your report to illustrate the text. The report must
be submitted as a printed copy.

Assessment Type: Individual

Starting up a new business can be both demanding and rewarding, and for those looking to
establish themselves in the world of retail, the choice can present unique challenges. There is the
initial decision over whether to establish the business as either a bricks-and-mortar operation, or
whether to go completely online. Then there is the competition - the retail sector is tough and it is
worth bearing in mind that any business no matter how unique, is going to have to compete, not
just with similar retailers but with a wide variety of different shops for the consumer spend.

For this first assignment you are required to develop a report which will guide the reader through
the process of setting up a business. Your report should include the following.
 A discussion of the different decisions to be made and an examination of the information
and knowledge required to make the decisions in relation to starting up a business (LO 1.1,
1.2)
 List of internal and external sources of information and understanding. Assess these
sources and justify their suitability and reliability in relation to the business start up. (LO
1.3)
 Recommend any improvements in the methods used in the selection and analysis of
information needed for business start ups. (LO 1.4)

For the second part of the report you are required to develop strategies to increase your personal
networking skills and to increase your involvement in the decision making process.
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Your report should include the following.

 A list of stakeholders for the decision making process in relation to starting up above
mentioned business. (LO 2.1)
 A selection of professionals and other stakeholders you should make contact with.
 A discussion on ways to make contact with these individuals.
 Which methods you would use to develop a business relationship with these selected
individuals. (LO 2.2)
 A plan to involve the identified people in the decision making process for example price
strategy and location strategy applicable for this business start up. (LO 2.3)
 Your plan should include a strategy for future improvements in this process. (LO 2.4)

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Unit 16: Managing Communications, Knowledge and Information Regent College
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Programme: BTEC Higher National Diploma in Business

Unit Number: 16
Unit Title: Managing Communications, Knowledge and Information
Module Tutors: Mourouhan Arifoglu | Meenakshi Handa | Daniel Bessong
Email: Mourouhan.Arifoglu@regentcollege.uk.com
Meenakshi.Handa@regentcollege.uk.com
Daniel.Bessong@regentcollege.uk.com

Assignment Number: 2. Case Study

Distribution Date: 29/04/2013

Submission Date: 09/08/2013

Assessment Format: Produce a report. The must be written in professional manner and
properly referenced. The report should comply with the word count of
1500 with +/- 10% margin. You may use tables and diagrams to
support your report to illustrate the text. Word count excludes the
index, headings, information contained in tables, references and
bibliography.

Assessment Type: Individual

You are required a produce a report on following points relating to the case study you were
given.
 Identify the existing processes of communication in the given case study and explain the
different communication processes available to a small voluntary organisation. (LO 3.1)
 By comparing the different communication processes explain how a the voluntary
organisation cited in the case study can improve appropriate communication and how
they can ensure integration of systems of communication. (LO 3.2, 3.3)
 Identify and recommend improvements to the organisation’s existing approaches to
collection, formatting, storage and dissemination of information and knowledge (LO 4.1,
4.2)
 Recommend and explain methods by which this organisation can improve its access to
systems of information and knowledge (LO 4.3)

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 If you are given the opportunity work as the volunteer supervisor in this case study,
explain, using a personal plan how you would improve your own communication skills
(LO 3.4)
Case Study for Unit 16 Managing Communications, Knowledge and Information Assignment 02

ORGANISATIONAL COMMUNICATION
Introduction

The organisation chosen for this case study on organisational communication is a small
political activists’ organisation for which the writer of this paper once volunteered. The
organisational communication problem encountered was that the volunteer supervisor did
not have projects ready during the scheduled volunteer time slots, and despite a thorough
interview process to determine skill-need matches and prior verbal scheduling of
volunteer times, this problem persisted for months. With the lack of a communication
plan, the consequence was a diminished enthusiasm for the cause and growing level of
frustration causing this writer to cease volunteering for the organisation despite having a
true belief in its mission.

Knowledge

The major problem in this case study was that the volunteer supervisor was engaged in so
many projects that she did not invest the time to communicate projects to delegate to the
volunteer. Most volunteers for this organisation worked on updating databases,
solicitations, and mailings. This writer’s volunteer emphasis was on writing and doing
special projects.
Therefore, it was only through horizontal top down communication from this particular
supervisor that these special projects could be delegated. Because the volunteer work was
so different than the other volunteers, there was no real value to vertical communication.
In Organisational Communication, Kathryn Baker, contends many communication
theories are not so relevant in today’s service world as well as today’s technologically
globalized world. (Baker, 2002) While many organisational communication principals
would apply, this organisation operates locally and nationally, and falls into Baker’s
description of ‘the service’ organisation. What the supervisor could have done was
implement time saving communication systems, such as writing memos, e-mails, and
other written communication methods to delegate tasks to be done within that specific
time frame. If this was done, the task(s) often were so simple that they did not take all the
volunteer time, and she was left scrambling to find another volunteer project.

Sensitivity

The person that appears to be most responsible for the problem was the volunteer
supervisor. However, she was being asked to do more than supervise volunteers; she was

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an assistant to the Marketing/Communication Director and was involved in a very

extensive public awareness campaign which required a lot of hands on work on her part.
Additionally, the communications department seemed at odds with other parts of the
organisation, and other departmental managers often were putting demands on this
supervisor as well. Her lack of time resulted in her being a poor communicator, and even
though this volunteer's skills could have helped ease her work load, she couldn’t slow
down enough to implement a concrete communications strategy.

Skills

The writer of this case study looks to Carter McNamara’s Basics in Internal
Organisational Communications (McNamara, 2007) who suggests a communication plan.
This plan can involve verbal or written communications that would cover how to
effectively manage a non-traditional volunteer. As cited earlier, this supervisor dealt
mostly with people with specific tasks, not project skills, and therefore did not need a
one-on one short session with them during their volunteer time. They also had the value
of communication with one another to help them out when they ran into a specific
problem.

Values

The value of the frustrated volunteer was the desire to create some quality work and be
included within a network of volunteers for this cause. The value of the supervisor was to
impress her managers. The values of the volunteer and supervisor were not mutual. If the
goals had been mutual, it might have created an environment that would have made it
more conducive for the supervisor to take the time to communicate special volunteer
projects of value. It’s rather ironic that during the initial volunteer meeting, how the
writer of this paper could assist the cause was a major point of discussion. This paper
does acknowledge that as with many political activists’ organisations, things happen on
the spot, and there is a great deal of crisis management, and not a lot of pre-planning.
Additionally the communication focus for this organisation was external, not internal.
This organisational culture spilled over into the communication methods of this writer’s
volunteer work, and was a cause of a great deal of frustration. Alternative Solutions The
volunteer supervisor should delegate another volunteer to hand out the written
instructions for the volunteer time block, and because of the nature of the work, keep the
volunteer time appointment in her appointment book, not just on the general volunteer
log. This would have eased the frustration and allowed the writer of this paper to feel like
a valuable contribution was being made to this particular cause.

Above case study is extracted from,

Booth, T. A. (2008). Organisational Communicatio. Business Intelligence Journal , 120-

122.

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Assessment Criteria:
P1-P15 Pass Criteria
M1-M3 Merit Criteria
D1-D3 Distinction Criteria

To Achieve a Pass

To gain a pass grade you must attempt all three assignments and you must satisfy the pass
criteria as outlined below.

LO 1.1 discuss the range of decisions to be taken (P1)

LO 1.2 examine the information and knowledge needed to ensure effective decision taking
(P2)
LO 1.3 assess internal and external sources of information and understanding (P3)
LO 1.4 justify recommendations for improvement (P4)
LO 2.1 identify stakeholders for a decision-making process (P5)
LO 2.2 make contact with those identified and develop business relationships (P6)
LO 2.3 involve those identified in the decision making as appropriate (P7)
LO 2.4 design strategies for improvement (P8)
LO 3.1 report on existing processes of communication in an organisation (P9)
LO 3.2 design ways to improve appropriateness (P10)
LO 3.3 implement improvements to ensure greater integration of systems of communication
in that organisation (P11)
LO 3.4 create a personal plan to improve own communication skills (P12)
LO 4.1 report on existing approaches to the collection, formatting, storage and dissemination
of information and knowledge (P13)
LO 4.2 carry out appropriate changes to improve the collection, formatting, storage and
dissemination of information and knowledge (P14)
LO 4.3 implement a strategy to improve access to systems of information and knowledge (P15)

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Unit 16: Managing Communications, Knowledge and Information Regent College
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To Achieve a Merit

To gain a merit grade you must achieve all the pass mark criteria and in addition you must
satisfy the criteria as outlined below.

Submit your work on time and in appropriate format. (M1)

Identify and apply strategies to find appropriate solutions through effective judgement (M2)

Select/design and apply appropriate methods/techniques. You are judged on the application
of relevant theories and techniques and the justification for their application (M3)

Present and communicate appropriate findings. This includes the use the appropriate structure
and approach with coherent, logical development of principles/concepts for the intended
audience (M4)

To Achieve a Distinction

To gain a Distinction grade you must achieve all the pass mark criteria and all the merit mark
criteria and in addition you must satisfy the criteria as outlined below.

Use critical reflection to evaluate own work and justify valid conclusions including realistic
improvements which have been proposed against defined characteristics for success. (D1)

Demonstrate convergent / lateral/creative thinking by showing evidence on receptiveness to

new ideas and effective thinking in unfamiliar contexts. (D2)

Take responsibility for managing and organising activities including accommodating the
unforeseen and recognising the importance of interdependence. (D3)

Your subject tutor will be able to give you general guidance and feedback on improving your
work however it is your responsibility to seek feedback from the subject tutors on the above
criteria for you to achieve the intended grades.

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Support materials

Textbooks
Avgerou C — Information Systems and Global Diversity (Oxford University Press, 2003)
ISBN: 0199240779

Boddy D, Boonstra A and Kennedy G — Managing Information Systems; An Organizational

Perspective (FT Prentice Hall, 2002) ISBN: 0273655957

Kovacic B — New Approaches to Organizational Communication (State University of New

York Press, 1994) ISBN: 0791419185

Little S, Quintas P and Ray T — Managing Knowledge: An Essential Reader

(Sage Publications, 2002) ISBN: 0761972137

McKenzie J and van Winkelen C — Understanding the Knowledgeable Organisation (Thomson

Learning, 2004) ISBN: 1861528957

Preston P — Reshaping Communications (Sage Publications, 2001) ISBN: 0803985630

Quirke B — Communicating Corporate Change (McGraw-Hill, 1996) ISBN: 0077093119

Stewart T A — Intellectual Capital: The New Wealth of Organisations (Nicholas Brealey

Publishing Ltd, 1998) ISBN: 1857881834

Video

The BBC and the Centre for Tomorrow’s Company — Communications from the ‘Building
Tomorrow’s Company’ series.

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Plagiarism and Collusion

When producing the assignments, Learners must not copy any material whole or part from
fellow students intentionally or unintentionally. Any materials including phrases, paragraphs,
diagrams, tables, charts or graphics copied from books, journals, web sites or any other
sources must be properly referenced according to the Harvard referencing system. Even if the
words are changed or altered learners must clearly reference the source. However learners
must not include contents from other sources for over 25% of overall assignment, therefore
learners are required to produce a ‘Turn-it-in’ originality report for any coursework, essays
submitted for assessment. Any assignments submitted without a ‘Turn-it-in’ report will be
refused and returned without marking.

Collusion: Unless stated otherwise, you must not produce assignments in collaboration with
fellow students where the assessment is based on the individual work. Such material will be
refused by the assessor and you will receive no mark. You must not share your individual
assignments with fellow students and in an event both lender and the receiver will be
disqualified for the assessment.

Plagiarism and Collusion is seriously dealt with according to the regulations at Regent
College and any learner who fails to produce an original piece of work may disqualify of
taking the assessment and may have to repeat the unit.

Extension and Late Submission

If you require an extension you must produce a valid reason with evidence. You must request
extension using a coursework extension request form available from the college. Please note
that the lecturers do not have the authority to extend the coursework deadlines and therefore
do not ask them to award a coursework extension. The completed form must be accompanied
by evidence such as a medical certificate in the event of you being sick.

Late submission will only receive a pass mark unless you provide a valid reason for the late
submission with evidence. However the assessor has the right to refuse your assignment if
you submit after the deadline unless you provide a valid reason for the late submission with
evidence.

Any late submissions must accompany a completed Late Submission form with the evidence
such as a medical certificate in the event of you being sick.

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Attendance and Punctuality

The student must attend all lessons on time. In case of illness, the student must contact the
college before 9.00am in the morning of the day of the lesson to inform of their absence. The
attendance and punctuality will be monitored by the College. Student who is late more than
15 minutes to the lesson will not be allowed in and marked as absence.

Student must maintain 80% attendance for each unit to be eligible to submit their work for
assessment. The student will face an automatic referral for any unit where student’s
attendance falls below 80%. The student has to retake such units by attending next cohort.
This is subject to availability of the unit and the College is not obligated to provide specific
extra teaching hours to those who have missed lessons.

Unless there are mitigating circumstances, the absence will not exempt student from paying
their fees and will face the same rules and regulations of a student who missed payment.

General Guidance
This unit is assessed on 100% coursework including your active participation in lessons. You
must submit both assignments to receive an overall mark.

You should plan well in advance on how to tackle this assignment. You should seek
knowledge outside the classroom lectures and activities to gain maximum learning outcome.
You should access recommended supporting materials as suggested and use the knowledge in
your assignments.

In terms of attendance and participation, you should attend lessons regularly and participate
in class activities which would be taken into account before the final mark is awarded. Your
participation in the lessons will count towards your grades and your regular attendance is in
line with the College regulations and the Home Office regulations.

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Unit 16: Managing Communications, Knowledge and Information Regent College
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Programme: Feedback
BTEC Higher NationalSheet
Certificate in Business

Unit Number and Title: Unit 16, Managing Communications, Knowledge and Information
Module Tutor: Saminda Wattuhewa
Learner name:

Information/feedback on assessment and grading criteria

Assessment criteria Achieved Evidence Feedback

(Pass-P)

LO 1.1 discuss the range of

Yes/No
decisions to be taken (P1)
LO 1.2 examine the information
Yes/No
and knowledge needed to ensure
effective decision taking (P2)
LO 1.3 assess internal and
Yes/No
external sources of information
and understanding (P3)
LO 1.4 justify recommendations Yes/No
for improvement (P4)
LO 2.1 identify stakeholders for Yes/No
a decision-making process (P5)
LO 2.2 make contact with those Yes/No
identified and develop business
relationships (P6)
LO 2.3 involve those identified Yes/No
in the decision making as
appropriate (P7)
LO 2.4 design strategies for Yes/No
improvement (P8)
LO 3.1 report on existing Yes/No
processes of communication in
an organisation (P9)

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Unit 16: Managing Communications, Knowledge and Information Regent College
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LO 3.2 design ways to improve Yes/No

appropriateness (P10)
LO 3.3 implement Yes/No
improvements to ensure greater
integration of systems of
communication in that
organisation (P11)
LO 3.4 create a personal plan to Yes/No
improve own communication
skills (P12)
LO 4.1 report on existing Yes/No
approaches to the collection,
formatting, storage and
dissemination of information
and knowledge (P13)
LO 4.2 carry out appropriate Yes/No
changes to improve the
collection, formatting, storage
and dissemination of
information and knowledge
(P14)
LO 4.3 implement a strategy to Yes/No
improve access to systems of
information and knowledge
(P15)

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Unit 16: Managing Communications, Knowledge and Information Regent College
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Grading criteria (Merit-M;

Destination-D) Achieved Evidence Feedback

Submit your work on time

Yes/No
and in appropriate format.
(M1)

Identify and apply strategies

Yes/No
to find appropriate solutions
through effective judgement
(M2)
Select/design and apply
Yes/No
appropriate
methods/techniques. You are
judged on the application of
relevant theories and
techniques and the
justification for their
application (M3)
Present and communicate
Yes/No
appropriate findings. This
includes the use the
appropriate structure and
approach with coherent,
logical development of
principles/concepts for the
intended audience (M4)
Use critical reflection to
Yes/No
evaluate own work and
justify valid conclusions
including realistic
improvements which have
been proposed against

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Unit 16: Managing Communications, Knowledge and Information Regent College
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defined characteristics for

success. (D1)
Demonstrate convergent /
Yes/No
lateral/creative thinking by
showing evidence on
receptiveness to new ideas
and effective thinking in
unfamiliar contexts. (D2)
Take responsibility for
Yes/No
managing and organising
activities including
accommodating the
unforeseen and recognising
the importance of
interdependence. (D3)

Assessor’s general comments:

Assessor’s Signature: ...................................................................................................................

Print Name: ..................................................................................................................................

Date: ...................................

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Unit 16: Managing Communications, Knowledge and Information Regent College