CAIE IGCSE Business Studies 2.3 Methods of Communication Questions
Use this communication page to choose suitable methods, explain why messages matter and judge barriers or IT communication in context.
- Syllabus
- 2027–2029
- Course
- Business 0264
Exam points
- Explain why effective communication helps employees understand customer needs or instructions.
- Choose suitable methods such as meetings, email, calls or texts for the audience.
- Justify whether IT-based communication is best for suppliers in a large business.
Covered syllabus points
Question 1
[Maximum number: 6]
RBG is an oil company. It has operations in 6 countries. RBG has 2000 employees including 60 managers. Some of its managers use a laissez-faire leadership style. All of RBG's internal communication uses information technology (IT) based methods. The Managing Director knows RBG's business activities can create external costs and external benefits. She says: 'Pressure groups often try to influence business decisions.'
Explain two methods of IT based communication RBG might use with its employees.
Method 1:
Explanation:
Method 2:
Explanation:
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] written record [an] for all 2000 employees [app]
- Text messages/SMS/DM [k] saves time/quick [an] for the 60 managers [app]
- Website/social media or examples e.g. Facebook/X/Twitter [k] seen by many people at once [an] in the 6 countries [app]
- Video conferencing or examples e.g. Zoom/Teams/ online meeting [k] as can see body language [an]
- Phone/mobile (call) [k] at the oil company [app] as able to get feedback/allows for two-way communication [an]
Other appropriate responses should be credited.
To use words from the stem as application, the reference must be appropriate (i.e. make sense) in relation to the point being made.
The following words are likely to be appropriate for this question:
- Oil
- 6 countries
- 2000 employees
- 60 managers
- Laissez-faire
Other appropriate examples can be credited.
Can award the following as [an] for different methods but only award once:
- Low cost
- Quick
- Send to many people at once
- Send large amounts of information/able to send attachments
- Written record/can refer to later
- Able to get (instant) feedback
- Do not have to travel
Question 2
[Maximum number: 6]
PCY provides insurance services for businesses such as farms and factories. Being ethical is important to PCY. The business has 4 offices and 500 employees. Managers use different leadership styles. The Managing Director is planning to change how PCY is organised and managed. He said: 'I want to reduce communication barriers within the business. Delegation will be encouraged. The span of control could change.'
Do you think lack of feedback is the main barrier to effective communication in a business? 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 justified decision as to whether the lack of feedback is the main barrier to effective communication in a business.
Points might include:
Lack of feedback:
- Do not know whether message has been understood [k] which could lead to errors / wrong actions taken [an]
- Do not know whether recipient has received [k] which can lead to delays [an]
Other barriers could include:
- Technical problems e.g. no signal/equipment breakdown [k] so message cannot be sent / received [an]
- Too much information sent in message [k] which can lead to mistakes / slow down decision-making [an]
- Jargon used / language [k] so receiver cannot understand [an]
- Noise / distractions [k] so not able to hear the message [an]
- (Wrong) communication method used [k] so people are unable to access / read message [an]
- Message has to pass through too many levels / employees [k] so message gets distorted / lost [an]
- Send wrong message / send message to the wrong person [k] so the actual message is never sent / received [an]
- Problems with receiver or examples e.g. receiver may not listen [k]
This is a general question so there are no marks for application.
For evaluation to be awarded justification will usually follow on from relevant analysis of points.
Knowledge can be awarded for: Problems caused by lack of feedback e.g. mistakes, lower efficiency Identify other communication barriers.
Analysis is for: Development / impact of barrier on the business.
Points can be written as either advantages / disadvantages of different barrier but only award once e.g. not understood.
Some points can be [k] or [an] but only award once e.g. Understood, mistakes Lower quality is [an] only.
Do not award:
Reasons why communicate. General issues of poor communication e.g. not know what to do / what doing.
Focus on why feedback is important or problems of giving feedback e.g. demotivated.
Other appropriate responses should also be credited.
Justification might include:
Without feedback it is difficult to know whether the message has been understood [k] which could lead to the wrong actions being taken [an]. There may be no internet signal [k] so the message cannot be sent [an]. Overall, the lack of feedback is the most important barrier because they are more likely to know whether a technical problem has happened, whereas with a lack of feedback they may not know until an error is made [eval] damaging the business's reputation. [eval]
Question 3
[Maximum number: 6]
DNG provides electricity to 16 million customers. It is a limited company which means DNG's shareholders benefit from limited liability. DNG is planning to stop using coal to produce its electricity. Pressure groups had an influence on this decision. The Managing Director knows there will be an opportunity cost to making this change. She is considering the best way to communicate this important information to DNG's 6500 employees.
Explain two methods of internal communication a large business could use to share important information with its employees. Justify which method should be used.
Award up to 2 marks for identification of relevant points.
Award up to 2 marks for relevant development of points.
Award 2 marks for justified decision as to which of the two methods discussed is the best method of communication for a large business to use to convey important information to its employees.
Points might include:
- Meeting / briefing / video conference [k] workers receive the message at the same time [an] but workers will not be working so output may fall [an]
- Email [k] message can be sent to multiple people at the same time [an] but people may not be able to access the internet [an]
- Phones [k] allows for immediate feedback [an]
- Text / SMS [k] contains only very limited information [an]
- Posters / noticeboards [k]
- Announcements [k]
- Internal newspapers [k]
- Social media such as Whatsapp [k]
- Letter [k]
Other appropriate responses should also be credited.
Justification might include:
Email [k] would allow the business to send the same message to multiple people [an]. A meeting [k] will allow employees to ask questions to confirm their understanding of the important information [an]. Email is better as it may not be possible to get all employees in a large business together at the same time [eval]. Whereas with an email all employees receive information which they can refer back to later. [eval]
This is a general question so there are no marks for application.
Some points could be awarded for different options, but do not award the same point twice.
For evaluation to be awarded justification will usually follow on from relevant analysis of points.
Note: Do not award types of communication such as written, verbal, electronic.
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