7 management skill of commnunication

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What is Communication?

Outline the requirements of effective communication

List factors to consider before deciding on mediums of communication

List and explain methods of communication

List and explain types of communication

Explain the role and purpose of meetings

Outline how communication is applied in Business

‘Communication is a two-way process

which involves the transferring of information

from one person to another in a manner

which ensures that the receiver will

understand the message from the sender.’

Verbal

Non-Verbal

Written

Visual

Also:

Formal

Informal

Find examples for each of the

above and explain!

1. Listening

2. Reading

3. Speaking

4. Writing

Four objectives of communication:

Message is to be received

Message is to understood

Message is to be accepted

To get a response (Feedback)

Managers spend 90% of their time

communicating with stakeholders internally & externally

Internally: Externally:

Employees Suppliers

Managers Customers

Investors Government

Society

Communication mediums are the actual method

used to send the message/data

1. Internal

2. External

Communication channels are routes through which information flows between people

1. Upward

2. Downward

3. Horizontal

Recall & Review p.100

Read Case Study

Answer Questions that follow

Most common means of business communications

Usually two or more people communicate

Purpose:1. Provide info & pass on instructions to staff

2. Discuss an issue

3. Make a decision

Types:1. Formal

2. AGM

3. EGM

4. Ad hoc meeting

Chairperson

Correct running of a meeting

Duties:

1. Set an agenda

2. Open the meeting (Quorum)

3. Follow the agenda

4. Standing orders – (Point of orders)

5. Facilitate contributions

6. Keep order

7. Call for votes

Secretary

Duties:

1. Before meeting, give notice to attendees

(Agenda, venue, materials needed)

2. During the meeting

(Read out mins, take notes)

3. After the meeting

(Write up mins, arrange next meeting)

Let’s see sample Agenda, Notice, Minutes p. 104!

Please list advantages & disadvantages of meetings!

Short for memorandum

Are short written notes about one

particular issue

Very common method of internal communication

Useful written record of the message

so less likely to be forgotten

Should be brief and about one

topic

Used in important situations, especially when

a written record is required

Clear and to the point

Press releases are written communications sent

to journalists by businesses to get

publicity or respond to negative publicity

Let’s see the layout p. 108!

Written document about a specific topic

or issue presenting information, evaluation & recommendations to the person or group

who requested it

Reasons:

1. To investigate an incident, what happened?

2. To solve a problem

3. To identify possible courses of action

and their implications

4. To monitor progress

Must also include and consider:

The purpose of the report

The terms of reference

The reports recipient

Timing

The Format of the final report

The signing off

Accuracy Brevity Clarity Simplicity Effectiveness

Advantages:

1. Gather relevant information on an issue

2. Provide detailed research, info & analysis

3. Helps Mgrs. make informed decisions

4. Outside experts can compile

Disadvantages:

1. Can discourage readers if badly laid

out or too long

2. Used as an excuse instead of

dealing with an issue

3. Recommendations can be ignored

Maps, charts, graphs, diagrams, photographs & advertising can help customers visualise

a business’s products/services

Benefits:

1. Improves presentation

2. Simplifies information

3. Speeds up absorption

Let’s see Case Study p. 111!

Involves:

1. The Sender

2. The Message

3. The Medium

4. The Receiver

1. Sender

Timely: Must choose the correct time

to send the message

2. Message

Accurate: Inaccurate info can lead to

wrong decisions being made

Brief: Time is valuable (See example p.114)

Clear: Should be easily understood

3. Medium:

Appropriate: Private or sensitive information?

Fast: Letter V’s fax etc.

Low Cost: Courier V’s An Post

Provide a record: Avoid conflicts or misunderstandings

Satisfy any legal requirement: Legally binding contracts should not be faxed

4. Receiver

Allow feedback:

Should allow feedback from the receiver

Any confusion or potential misunderstandings

can be cleared up quickly

1. Training

2. Co-operative Management Style

3. Motivated Staff (Teamwork)

4. Regular contact

5. Tried and tested procedures

6. Appropriate methods always chosen

1. Language (Includes terminology)

2. Authority (Delegation)

3. Noise (Obstructs)

4. Time (Adequate)

5. Information Overload

6. No record

Sender Message Medium Receiver

Choosing an inappropriate time to send the message

Sendinginaccurate information

Selecting an inappropriate method that does not get heard

Message sent to wrong receiver

Sending an unclear or badlyworded message

Using a medium that is too slow or unreliable

Receiver not listening or unable to listen

Using unnecessaryjargon

Receivermisinterprets the message

Sending an inappropriate message

Receiver cant give feedback

Message is too long

Receiver mistrusts sender

Poor industrial relations

Bad public image

Lost sales

Lost opportunities

It is important to consider certain

factors before deciding on which type

of communication to use

1. Urgency 6. Cost

2. Efficiency 7. Speed

3. Secrecy 8. Content

4. Legal Req’s 9. Technology

5. Time 10. To Whom

ICT refers to the use of

computers, telecommunications & electronics to gather, store, process & distribute information

Internet (Youtube clip) Word processing software

Email Database software

Intranet Spreadsheet software

EDI Desktop Publishing

Low-cost communications Computer Software applications

Video conferencing

1. Faster communications

2. Advertising

3. Stakeholder relations are enhanced

4. Reduced marketing costs

5. Reduced staff travel costs

6. Staff motivation

1. Information security

2. E-crime

3. Business disruption risks

4. Can be expensive

Requires any organisation storing information on other people on computer or in

manual files must ensure the information

is accurate and up-to-date

Data Subjects

Anyone who has information held about

them on someone else’s computer

Data Controller

People who keep information about other

people on their computers

1. Obtain information in an accurate and lawful manner

2. Information is only used for its intended purpose

3. Data kept in a safe and secure place and is deleted when no longer needed

4. Supply a person on request a copy of the stored data –Right to access info

5. Have incorrect information corrected

or deleted

1. Right of access to files

2. Right to correction of errors

3. Right to compensation

4. Right of individuals not to be

subjected to automated decision-making

Responsible for ensuring the DPA 1988/2003

are obeyed

Functions include:

1. Maintain a register of Data Controllers/Processors

2. Help businesses develop codes of practice helping them keep within the law

3. Provide information to the public about

the acts

4. Investigate complaints from the public