1. External Communication (communication between staff and customers)
Method of How is it used? Assessment
communication
What is good about What is bad about it?
it?
Logo & business Cadbury World communicate The Cadbury logo is When there was
approach through their logos and a good source of free rumours of poison in
slogans, which are on their advertising, e.g. if Cadbury chocolate,
products, advertisements and you give a gift to people stopped buying
services. The colour purple someone from the chocolate and
associates with Cadbury World Cadbury World and stopped visiting
so if you see a chocolate with they like it they may Cadbury World.
purple packaging then your want more of that If Cadbury World
first assumption would be products so either changed their logo,
Cadbury chocolate. The two they may visit then no one would
slogans that Cadbury World Cadbury World or know Cadbury
use are “were chocolate comes visit the corner shop World as before
to life” and “fourteen amazing and get Cadbury which would mean
zones, one fantastic day out” chocolate or whatever they’d have to start a
these two slogans are very eye the product was. ‘new’ business again,
catching and want to make the get new customers
customers want to come to make a reputation
Cadbury World. and status, and get
famous again. And
known worldwide.
letter Usually letters are the common The good thing about The disadvantages of
method of complaints to a letter is that its the letter is that the
Cadbury World; on the other more personal than workers of the royal
hand it could also be used for an email, it’s a email could go on a
enquiries and comments. You written record which strike if not that
can choose to send the letter is kept y Cadbury then they can end up
either by 1st or 2nd class mail, World. Another stuck, damaged or
depending on whether your advantage is that torn. It’s not exactly
enquiry is an emergency or if you can vary the as fast as email or
it’s not that important. speed of the letter phone or talking to
Cadbury World also sends out whether it’s an the person face to
letters after the customer books emergency or it’s not face, lastly you
tickets to visit Cadbury World, as important and wouldn’t know f
they send an information pack only 1 company some has sent you a
related to the visit and handle the letters letter back or if they
Cadbury World, Cadbury which is royal mail. have even read the
World have a policy which they letter.
follow that they usually reply
or send the info pack to their
customers within 5 working
days.

2. telephone Telephone is used by the The phone is a quick This communication
customers and Cadbury World and easy way to technique is not as
employees. Cadbury World communicate with personal, because you
have several different enquiry the employee, and it’s can only hear the
lines for each customer’s needs, convenient as you person; you can’t see
e.g. if the customer needed don’t have to travel to them or their body
information on school visits, ask that person the language and
the receptionist would press a questions or appearance. Another
button on their switch board enquiries, if you disadvantage is that
which would direct the send it by another you can get held up
customer to the school visits method such as email and there can be
department. Cadbury World then you’re not sure phone line que’s, so
employees would use the phone when the person will you have to listen to
to ring previous customers to read it or if they have some background
ask questions or to new received the email, music, customers
customers to maybe adjust may get annoyed of
tickets, details etc. this and can hang
up which may lead to
Cadbury World
losing out on
customers. For
Cadbury World
using the phone will
result in large bills.
e-mail Cadbury World has a link on The benefits are that The e-mail technique
their website which directs the it's simple, free and is not at all personal
customer to an email page easy to use, you as you can’t even tell
which can be used for general don’t get held up like if the person has
enquiries, comments etc. This the phone or get answered your
technique is mainly used by stuck in the post, the question or was even
the customers, the customers recipient can then interested in your
would usually use this for reply to you by requests. like the
enquiries before visiting, edit including letter you wouldn’t
their details or for general attachments of know if the recipient
questions, enquiries and documents or has even read your
comments. There also is a pictures etc. email,
feedback sheet for the Customers without
customers to comment or internet access can’t
complain on that if they prefer take advantage of
that method rather than email. this technique.
Or if they don’t have an email
account.

3. Face to face You can communicate to the Unlike the phone, If the employee is not
employee without the hassle of letters and emails in a good mood or
the phones, email, letters etc, you don’t have to get their appearance isn’t
with this you can hear, see the held up, or wait for a appropriate then that
person, all the employees are reply but the face to can give a negative
trained about body language, face technique allows impact towards all
face to face talking, etc, the you to get straight to the customers. But
employees should make the the point and they other than that there
customers feel welcome and give you a reply back really isn’t
invited. You can look at the immediately. It's the anything wrong
appearance of the assistant. best way off with this technique.
communication and
it's the most personal
method of
communication, you
can also tell if the
assistant is happy to
help or interested by
their body language.
tannoy Cadbury World have speakers A good thing about A bad thing about
located almost everywhere, the the tannoy is that if the tannoy is you
tannoy is hardly used and as you don’t know can’t communicate to
it's only used in emergencies, where the customer is just one employee or
the duty manager gives the (used in the previous customer, and if you
receptionist the message to pass scenario) then you accidently say
on to staff or customers, e.g. if can announce it something wrong or
a customer’s car is blocking a through the tannoy, used foul language
delivery lorry then the and the customer can then the employee
receptionist would announce it make their way to the can get into trouble.
through the tannoy with the reception.
details.
Internal Communication (communication between staff within the organisation)
Method of How is it used? Assessment
communication
What is good about it? What is bad about it?
tannoy The tannoy is a microphone It's quick and easy. You can’t use it for
and speaker system, it is The staff have codes personal messages,
rarely used at Cadbury world, which is used if it's like from staff to
if it is used then is used for an emergency people staff; if a member of
emergencies and alerts etc, don’t get worried e.g. staff says something
if there is a fire they over the tannoy that
may use code 999 or is inappropriate then
if there’s a criminal customers may
they may use code 61 complain.

4. Internal email Every employee has their own The benefits of the The email system can
work email and their own email is that it's quick, be misused as staff
computer or internet access. easy, and efficient, may use it for jokes
The email system is used from you can access it any and other personal
employee to employee for time as the emails messages, or
messages like staff meetings, doesn’t get deleted someone can read the
promotions, documents etc. automatically. You can message in a different
send your message to way so people may
more than one person get offended.
unlike on the phone.
Internal radio Wireless, hand held radio’s and It's quick, easy and it's These radio’s rely on
Cadbury world have their own free once you brought electricity, so
frequency, each and every them, they’re efficient whenever there’s a
member of staff has one it is because to power failure the
used in case you don’t have communicate all you radio’s are useless
another way of have to do is press a just when you need to
communication. button and speak to use the radio’s so no
one person or one panics
everyone at the same
time.
meetings
Notice boards
Annual reports