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Standard Grade Administration - Communication

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Standard Grade Administration - Communication

  1. 1. Communication Standard Grade Administration
  2. 2. Methods of Communication <ul><li>Written </li></ul><ul><li>Verbal </li></ul><ul><li>Electronic </li></ul>
  3. 3. WRITTEN COMMUNICATION <ul><li>Examples </li></ul><ul><li>Letter </li></ul><ul><li>Memorandum </li></ul><ul><li>Report </li></ul><ul><li>Form </li></ul><ul><li>BENEFITS OF USING WRITTEN COMMUNICATION </li></ul><ul><li>Records of information can be referred to at a later date </li></ul><ul><li>essential when legal or contractual information is being recorded </li></ul><ul><li>you can easily see who it has come from </li></ul><ul><li>The person receiving the information can read over it several times to make sure they understand it fully </li></ul>
  4. 4. VERBAL COMMUNICATION <ul><li>Examples </li></ul><ul><li>Face-to-face </li></ul><ul><li>Telephone call </li></ul><ul><li>Voicemail </li></ul><ul><li>Videoconferencing </li></ul><ul><li>BENEFITS OF USING VERBAL COMMUNICATION </li></ul><ul><li>A direct and immediate method of communication </li></ul><ul><li>You get a response straight away </li></ul><ul><li>Discussion is much easier </li></ul><ul><li>More appropriate for delicate/ sensitive issues </li></ul><ul><li>PROBLEMS WITH VERBAL COMMUNICATION </li></ul><ul><li>There may be a lack of privacy </li></ul><ul><li>No record of what was discussed </li></ul><ul><li>Language barriers </li></ul><ul><li>Communication may be difficult if many people are involved </li></ul>
  5. 5. ELECTRONIC COMMUNICATION <ul><li>BENEFITS OF USING ELECTRONIC COMMUNICATION </li></ul><ul><li>Speed – e-mail & fax allow written information to be communicated anywhere almost instantly </li></ul><ul><li>Reduced costs on postage – can send diagrams, and other complicated documents etc by attachment </li></ul><ul><li>Examples </li></ul><ul><li>E-mail </li></ul><ul><li>Fax </li></ul><ul><li>Videoconferencing </li></ul><ul><li>PROBLEMS WITH ELECTRONIC COMMUNICATION </li></ul><ul><li>Equipment failure may slow down communication process </li></ul><ul><li>Staff need to be trained how to use the equipment – costs time and money </li></ul><ul><li>If sending a document by e-mail, you must make sure that the recipient has the necessary software to be able to read it </li></ul>
  6. 6. THE INTERNET WHY WOULD AN ORGANISATION USE THE INTERNET? <ul><li>Advertise their products/services via a web-site </li></ul><ul><li>Communicate via e-mail </li></ul><ul><li>Find out information – about competitors, travel details, weather, yellow pages etc </li></ul><ul><li>Advertise vacant job positions </li></ul><ul><li>Sell their goods on-line – E-commerce </li></ul>The Internet is ideal for retrieving up-to-date information from anywhere in the world.
  7. 7. What EQUIPMENT is needed? Computer Modem (internal or external) to connect the computer to the phone network Telephone Line Internet Service Provider eg, AOL, Wanadoo etc
  8. 8. Key Internet Terms Search Engine Hyperlink Web Browser
  9. 9. Internet Toolbar Takes the user back to the previous web page Takes the user forward again Stops a web page being loaded Takes the user back to his/her home page The user can store a list of regularly used web sites in the favourites folder Allows the user to print a page
  10. 10. The Intranet <ul><li>The Intranet is an INTERNAL network of computers - usually only accessible to an organisations employees </li></ul><ul><li>An Intranet allows an organisation's employees to share software applications and data since all workstations are connected to a server </li></ul>SERVER TERMINALS
  11. 11. <ul><li>Advantages </li></ul><ul><li>employees are provided with fast and easy access to the same, up-to-date information from any workstation </li></ul><ul><li>The Intranet should reduce photocopying and circulation costs, eg the list of Extension numbers could be listed on the Intranet instead of photocopying 1 copy per member of staff </li></ul><ul><li>Reduced software application costs </li></ul><ul><li>Disadvantages </li></ul><ul><li>staff will require training to set up pages and to use the Intranet </li></ul><ul><li>The network may be costly to set up </li></ul><ul><li>If the network breaks down, staff may be unable to access software applications or data </li></ul>
  12. 12. Types of communication
  13. 13. What influences communication methods? <ul><li>Urgency </li></ul><ul><li>Size </li></ul><ul><li>Need for confidentiality </li></ul><ul><li>Value of information </li></ul><ul><li>Previous working patterns </li></ul><ul><li>Need for the receiver to have information in writing </li></ul>
  14. 14. Letters to customer <ul><li>Reason for choosing </li></ul><ul><li>sender wishes to create a good impression </li></ul><ul><li>sender and receiver will not be known to each other </li></ul><ul><li>cost is not important </li></ul><ul><li>whether first or second class will depend on urgency of the communication </li></ul>Cancelling an order <ul><li>Send fax marked urgent </li></ul><ul><li>follow up with official letter (1st class) </li></ul><ul><li>Reason </li></ul><ul><li>information must be sent quickly </li></ul><ul><li>details given in writing </li></ul><ul><li>cost not important </li></ul>
  15. 15. Message cancelling internal meeting <ul><li>E-mail or memo </li></ul><ul><li>Reason </li></ul><ul><li>e-mail chosen where everyone has a computer with e-mail </li></ul><ul><li>need to send information cheaply </li></ul>Important message outwith office hours <ul><li>E-mail, fax or voicemail </li></ul><ul><li>Urgency clearly stated </li></ul><ul><li>Reason </li></ul><ul><li>Not a formal communication </li></ul><ul><li>Message more important than the medium </li></ul>
  16. 16. Urgent press release <ul><li>Fax </li></ul><ul><li>Reason </li></ul><ul><li>Need to send information urgently </li></ul><ul><li>Press need detailed information in writing </li></ul>Details of profit figures <ul><li>Secure e-mail </li></ul><ul><li>Reason </li></ul><ul><li>information to be kept secure </li></ul><ul><li>need to send information quickly </li></ul><ul><li>need to have detailed accurate detailed information </li></ul>
  17. 17. Legal documents <ul><li>Royal Mail - special delivery </li></ul><ul><li>Reason </li></ul><ul><li>need to send information quickly </li></ul><ul><li>need to safeguard document </li></ul><ul><li>need for compensation in the event of loss of the document </li></ul>Company report sent abroad for next day meeting <ul><li>E-mail with attachment </li></ul><ul><li>Reason </li></ul><ul><li>need to send information quickly </li></ul><ul><li>need for accurate detailed information </li></ul><ul><li>report can printed and copies made as required </li></ul>

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