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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