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Chapter 7 lc business management skills communication


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  • 1. Chapter 7Management Skills Communication D. Dempsey
  • 2. Key Areas• What is Communication?• Principles of effective Communication• Barriers to effective communication…NB• Implications for a firm of poor communication• Factors to consider when choosing a medium/method of communication• Internal Vs External Communication• 4 Types of Communication• Meetings…Types, Notice, Agenda, Terms etc• Memos, Reports & letters D. Dempsey
  • 3. D. Dempsey
  • 4. What is Communication? Communication is concerned with transferringideas, messages and general info from a sender to a receiver with the main purpose being the understanding by the receiver of the senders message. D. Dempsey
  • 5. Pg 97 4 Elements to every Communication Sender Recipient Message sent via a medium Feedback showing Understanding D. Dempsey
  • 6. 4 Elements to every CommunicationSender: sends/transmits and encodes a message. To encode means to translate ideas or information into a message that will be understood.Recipient: decodes the message (interprets/ understands). Recipient then provides feedback.Message: words, graphs, symbols used to convey meaning.Medium: method eg) speech, letter, fax, email D. Dempsey
  • 7. Note Implications of bad Communications for a Business Ref Pg 98 • Poor industrial relations • Bad Public image • Lost Sales • Lost Opportunities • Problems remain unsolved • Lack of intrapreneurship • Lack of trust between management and staff D. Dempsey
  • 8. Note Principles of effective Communication (Rules/Guidelines) • Appropriate language should be used. (for audience) • Needs of recipient should be taken into account • Visual Aids used where appropriate • Objectives must be clear • Message should be Accurate, Brief, Clear ABC • Most appropriate time, medium, location should be used • Most appropriate channel should be used. The more channels used the greater chance of distortion. (Chinese Whispers) • There should be feedback • The sender should be aware of any barriers and try to eliminate them D. Dempsey
  • 9. Ref Pg 116Note NB Barriers to effective Communication • Language for recipient • Authority • Noise • Time & Information overload • No Record • Lack of Clear objectives • Padding • Wrong Method • Vagueness/lack of clarity • Poor relationship between sender and receiver • Lack of feedback D. Dempsey
  • 10. 3 Types of Internal Communication D. Dempsey
  • 11. Types of Communication Verbal Written Visual Technological/Electronic D. Dempsey
  • 12. D. Dempsey
  • 13. Handout Which medium should be used? NB • Urgency • Cost • Efficiency • Speed • Secrecy • Content • Legal • Technology avail’ Requirements • Time • Recipient D. Dempsey
  • 14. Page 100D. Dempsey
  • 15. 2011 SQ Meetings• Statutary meeting• Ad hoc meeting• AGM• Formal meeting• Informal meetings• Extraordinary General Meetings D. Dempsey
  • 16. Terms associated with meetings Standing orders Motion Quorum A Proxy Voting by poll By ballot Show of hands A resolution D. Dempsey
  • 17. 2011 SQ D. Dempsey
  • 18. Pop OL Q See pg 102 People involved in meetings Chairperson Secretary • Sets Agenda • Sends notice and Agenda • Opens Meeting • Organises actual meeting • Follow agenda in meeting • Reads minutes at start • Ensure standing orders followed • Writes up minutes of • Facilitate contributions meeting • Keep Order Treasurer • Call for votes • Keep accounts • Has casting vote • Lodge money, pay bills • Bring meeting to close • Signs minutes • Prepare and present financial report at AGM D. Dempsey
  • 19. 2005 Q 4BAssume you are the secretary of a local youth club. Draft a NOTICE and AGENDA to be posted to all members of the youth club notifying them of the AGMAnswer: Notice of the AGM of Ballymahon Youth ClubNotice is hereby given that the 5th annual general meeting ofBallymahon youth club will be held in the Dempsey suite ofCooneys Hotel Ballymahon at 6:30pm on Sunday 8th March 2012 D. Dempsey
  • 20. Agenda:1. Minutes of 2011 AGM and matters arising from them2. Chairpersons report for the year3. Treasurers report for the year4. Election of officers for the coming year5. Club Subscriptions for 2012/20136. Proposed amendments to the clubs constitution – Dress code at youth club discos – Minimum and max age of members7. Any other Business John Ryan (Club Secretary) 20/Feb/2012 D. Dempsey
  • 21. Very popular SQ…easy marksDraft a memo, using appropriate format, to all departmentmanagers suggesting two topics for an upcoming management training Day D. Dempsey
  • 22. Page 109 Reports• Title of Report• From• To• Terms of Reference: Instructions given to the report writer by those who requested the report. They set out parameters/guidelines within which a report should be written• Date• Body of Report……………………• Recommendation (will generally be purpose of report)• Signed off by Author D. Dempsey
  • 23. Q… Draft a report from the Salesmanager to the Board of Directorsoutlining the potential benefits of developing an export market D. Dempsey
  • 24. Letters Senders Address DateRecipientsAddressDear Sir/Madame ****Dear Name Yours sincerely*** Body of LetterYours faithfully D. Dempsey
  • 25. Visual CommunicationUsually used to support written or oral Pie Chart Pictograms Line graphs Bar charts/histograms Maps Gantt Charts Breakeven charts Organisational charts Graphic design CAD D. Dempsey
  • 26. D. Dempsey
  • 27. Key Areas• What is ICT• Benefits and Challenges of ICT• Impact of new technologies on Business: – EDI, Video Conferencing, Internet, E-Commerce, etc• Data Protection Act 1998 & 2003 D. Dempsey
  • 28. D. Dempsey
  • 29. What is ICT?Computer Software and Hardware used to store, analyse, and communicate business data Modern methods of Communications Internet Email Video Conferencing Laptops Broadband EPOS www (Advertising, MR, Sales) EDI Smartphone/tablets D. Dempsey
  • 30. Note Benefits of ICT• Speed of communication is increased• Cost of communication is reduced• Firms can advertise worldwide cheaply• Market Research can be conducted• Reduced workforce therefore reduced wage bill• Technical research can be conducted• Firms can automate frequent transactions- ordering, invoicing, paying wages• Staff can work from home through teleworking• Travel time and expense can be saved using video conferencing D. Dempsey
  • 31. Challenges to a Business from use of ICT• Danger of system breakdown…loss of info• Difficult to keep info secure. Competitors may gain access to important info• Danger of viruses• Ecommerce has difficulty in making payment secure• Some customers/markets don’t have the technology to do business with you• You must take great care when doing business on the internet… Poss’ of being conned• Technology is expensive and becomes obsolete quickly• Electronic Junk mail/spam D. Dempsey
  • 32. The Internet• A network of millions of computers throughout the world which people and businesses use to communicate.• ISP: Internet service provider… NTL, Eircom.• URL: Uniform resource locator (web address)• The WWW………………………………………………….. – Subset of the internet which contains a huge mass of readily available info (text, video, sound, graphics) – Catalog of websites 18 Fun Interesting Facts YouDempsey Knew About The Internet D. Never
  • 33. E-Commerce• Doing business via the internet- advertise, and sell goods and services online – No restrictions in terms of industry sector or location – Eliminates geog boundaries in relation to marketing and selling – Global Business – 24 hrs, 7 days, 365 per year D. Dempsey
  • 34. Electronic Data Interchange• The direct exchange of info from one computer to another without human intervention.• For example, a buyers computer can place an order when stock levels get low (automatically) and the sellers computer will automatically process the order, issue invoice and arrange delivery. D. Dempsey
  • 35. Benefits of EDI• Reduction in costs • Transaction time is reduced • Reduced wage costs, paper• Competitive advantage and other costs are eliminated • Sellers get buyers to commit• Service to its customers to buying • No need for huge stock levels• Improved communication • Human error is greatly reduced D. Dempsey
  • 36. Software you may be familiar with• Databases: allows firms to store, access, and process large amounts of data very quickly,- employee and customer details. Saves the firm time, man power and money.• Spread sheets: allow firms to complete huge amounts of numerical calculations quickly. Used for tasks such as calculating wages, recording and presenting factual info or preparing production schedules. D. Dempsey
  • 37. • Word processing: allows written documents to be typed, stored, edited and printed efficiently• Desktop publishing: allow production of posters, newsletters, reports, docume nts with artwork or detailed layout D. Dempsey
  • 38. Data Protection Act 1988-2003• Applies to all personal information on computers and on manual files. – Data – Data Subject – Data Controller – Data ProcessorNB: Rights of Data Subject & Obligations ofController. And Duties of Data ProtectionCommissioner D. Dempsey
  • 39. Rights of Data Subject• Right of Access• Right to Correction• Right to Compensation• Right to Removal• Right to complain to the Data Commisioner D. Dempsey
  • 40. Obligations of Data Controller• Keep secure• Keep accurate (update)• Use for intended purposes• Obtain fairly• Keep register of data kept• Provide a copy when requested D. Dempsey
  • 41. Data Protection Commissioner• Responsible for supervising and monitoring the operation of the Act.• Keep register of Controllers and Processers.• “Enforcement Notices” deal with people who breach the Act.• “Prohibition Notices” to stop data from being transferred outside the state.• Give permission to authorised officers to enter premises and obtain any data on file.• Instigate legal proceedings• Report to houses of the Oireachtas annually D. Dempsey
  • 42. D. Dempsey
  • 43. HomeworkWrite your own summary of the Act tonight inyour notes. Remember… Summarise it to suit yourself not me. Its going to be a revision tool for you D. Dempsey
  • 44. D. Dempsey