Level 2 Stakeholder

Relationships [L2M3]
Chapter 3.3
 Learning Outcome 3: Understand the
techniques associated with successful and
effective communication in procurement and
supply
3.3 recognize all elements of the communication cycle
• The importance of appropriate, prompt and timely communications
with stakeholders and suppliers.
• How to create appropriate written correspondence
• How to complete electronic files and documents sued in support of
the procurement and supply process

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What is communication
• Communication is how we send and receive information to and from
another
• It is the way we engage with others
• It is how we let people know we are unwell, warn others of danger
and convey other critical information.
These can be achieved through verbal and non- verbal communication
as well as written communication.
Importance of communication
Communication enables;
• The spread of knowledge and information
• The sharing of experiences in the context of the supply chain
• Exchange of appropriate information in a timely manner to ensure
that there is no break in the supply chain
Different methods of communication can be used in a business
context.. See figure 3.6 below
(3.3) Methods of communication

Figure 3.6 Methods of communication

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The communication cycle
• There are key elements to be considered to achieve sharing of
information during communication. See figure 3.7
Always consider your audience when sending any communication –
• what information do they already know,
• what do they need to know,
• when is it best to tell them, etc.
Lets look at the key elements of the communication cycle;
(3.3) The communication cycle

Figure 3.7 CIPS Communication cycle

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The importance of appropriate, prompt and timely
communications with stakeholders and suppliers
• Relate back to the communication cycle- if applied successfully, then
it is assumed that effective communication is achieved. In business
environment, effective communication is the tool by which we
achieve productivity; it maintains working relationships within the
organization and with external stakeholders.
• Impact on productivity
Methods used to build good
communications with both internal
and external stakeholders
See table 3.3 for the methods an organization can use to build good
communications with both internal and external stakeholders.
Key actions that help to build good communication include:
• Clearly defined expectations
• Deliver a clear message
• Choose the medium for the message
• Keep everyone involved
• Listen
• Personalize the communication
How to create appropriate written correspondence

• A significant amount of communication in business is written.

When writing correspondence such as e-mails or letters, consider the three key
elements:
• Structure. Identify key points, decide on a logical order, have a strong introduction,
use short paragraphs and sentences, and use headings and bullet points where
appropriate.
• Style. Match your style, whether formal or informal, to the intended audience. Avoid
specialist terms and jargon and consider how you will open and sign off the letter or
e-mail.
• Content. Use a subject line that summarizes what the e-mail or letter is about; check
spelling, punctuation and grammar, and proofread to check for errors before sending.
Other Examples of written correspondence include the following;
Written communications

Figure 3.8 Examples of written business

communications

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How to complete electronic files and documents used
in support of the procurement and supply process

Electronic documents examples include;

• Invitations to tender
• Requests for quotations
• Purchase orders
• Delivery notes
• Invoices
• Remittance notes (document sent by a customer to a seller, informing the seller that
an invoice has been paid)
Most organizations will have templates for each of the documents that are required.
The organization may have processes, or it may use ISO 9001, which set out how
documents should be completed, sent and stored.
The paperless office concept

• The paperless office concept eliminates or greatly reduce the use of

paper in the workplace instead uses primarily digital documents.
Among the benefits, save time ,resources and boosting security.
• Time spent filing, organizing, and searching for paper documents is
time that could be spent on more productive tasks. Paper takes up a
lot of space – as do filing cabinets and space to store those filing
cabinets.
• Paperless offices can process a much larger volume of paperwork
compared to traditional offices in the same amount of time.
Managing and auditing electronic
documents
• It is important to ensure that documents are stored in a manner that
makes their retrieval easy so that other people within the
organization can access them if needed. The following key points may
be considered;
• Organize storage
• Naming conventions
• Access controls
• Retention policy (duplicate docs, records with no value, old versions,
audit trail etc)
the key characteristics of successful
and effective team working
• How to recognize group cohesiveness and performance
• o Examples and responsibilities/impacts of typical roles
• The characteristics of an effective work group
o Communication, leadership, focus, contribution, diversity, supportive,
organized, fun
• • The stages of team development
o Tuckman’s model forming, storming, norming, performing (see Fig 3.9
of module study guide)
Apply to practical examples
Recommended reading

Level 2 Stakeholder Relationships Study Guide

‘Procurement and Supply Chain Management’ – Lysons/Farrington

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