3. Unit Learning Outcomes
Communicate ideas & information,
using business terminology in a
range of modes of communication
Apply the knowledge & skills of
business management in practical
settings
Demonstrate an understanding of
knowledge & skills if different
aspects of communication styles &
strategies, operations
management & HR functions
5. Learning Outcomes -
overview
What is communication?
Internal and external communication
Factors affecting the choice of
communication
Methods of communication
Oral
Written
Visual
Modern methods of communication
14. Internal Communication is
With people inside the organisation.
e.g. Notice Board.
Memo/memorandum
Report
Telephone
Face to face conversation
28. Verbal / Oral
Communication
Advantages
Quick
Efficient
Immediate Feedback
Reinforced
Body Language
o Face-to-face
Disadvantages
Big Meetings
o Listening?
Understood
Written Feedback
Accurate / Permanent
Record Needed
29. Written Communication
Advantages
“hard” evidence
Reduces
Disagreements
Essential Information
Legality
Safety
Displayed
Easy to Copy &
Distribute
Disadvantages
No Direct Feedback
Time Consuming
Understandability
Language
Too Long
Confusing
Non-interest
No Body Language
30. Visual Communication
Advantages
Appealing
Attractive
More Interesting
Clear
Illustrations
Disadvantages
No Feedback
No Checking if Message
Understood
Interpretation
31. Activity: Which
Communication Method is
Appropriate?
a. There should be no smoking in the canteen
b. The management wants to instruct all employees
on how the new computer system works
c. Details of the firms sales figures for the last four
years are being sent to shareholders
d. The Finance Manager wants to remind the
Production Manager that they have arranged a
meeting for next week
e. The Product Development Manager wants to
inform directors of the market research into three
new product ideas. He hopes that they will agree
to launch one of these products.
32. Which Communication
Method is Appropriate?
f. The Office Manager wants to obtain views
from the office workers on how paper
waste could be reduced
g. A supervisor plans to warn (for the last
time) a worker who is always late for work
h. Next years holiday dates need to be made
available to all workers
i. The Human Resource Manager wants to
invite an applicant for a job to an interview
j. The Production Manager wants to send the
plans for a new factory to the Managing
Director who is on a foreign trip
36. Communication Nets
Chain Network
This is typically used in a
hierarchical structure, such
as police, army and civil
service.
Advantages
Transmit Messages from
Top to Lower Levels
Disadvantages
One-way communication
Confused messages
Less accurate messages
37. Communication Nets
Wheel Network
The leader is at the centre.
These could be two way
communication between the
leader and others within the
wheel.
Advantages
Communicate to
different
departments
Solutions
discovered quickly
Disadvantages
No direct
communication
between
themselves
38. Communication Nets
Connected Network
This allows full two way
communication between
any one group member or
with all of them.
Advantages
Create Ideas
Discuss Ideas
Two-way Communication
Disadvantages
Time-consuming
No clear leader
No clear sender
39. Which network is best?
Chain-network
Communicate important
company policy
Wheel Network
Send different messages to
regional offices
Connected Network
Business ideas and
solutions
Effective Groups
41. Barriers of Effective
Communication
Transmitter /
Sender
Language too
Difficult
“Technical
Jargon”
Unclear
Message
Speaks “too”
Quickly
Use
Appropriate
&
Understand
able
Language
Clear
Message
Feedback to
check
understandi
ng
DESCRIPTION
OVERCOM
E BARRIER
42. Barriers of Effective
Communication
Transmitter /
Sender
Wrong
Message
Wrong
Receiver
Too Long
Too Much
Detail
Right
Message
Correct
Receiver
Brief
Message
Main
Points
DESCRIPTION
OVERCO
ME
BARRIER
43. Barriers of Effective
Communication
Lost Message
Wrong
Channel
Insist on
Feedbac
k
Appropri
ate
Channel
Used
DESCRIPTION
OVERCO
ME
BARRIER
Medium of
Communication
44. Barriers of Effective
Communication
Long Chain of
Command
Message
“less
accurate”
No Feedback
Received
Shortest
Channel
Use
“most
useful”
medium
DESRIPTION
OVERCO
ME
BARRIER
Medium of
Communication
46. Barriers of Effective
Communication
Not Listening
Not Paying
Attention
Sender not
liked
Sender not
trusted
Unwilling to
Message
Emphasi
zed
Ask for
Feedbac
k
Build
Trust
Use
another
sender
DESRIPTION
OVERCO
ME
BARRIER
Recei
ver
47. Barriers of Effective
Communication
No Feedback
Too Slow
Distorted
Message
Too Many
People
Ask for
Feedbac
k
Choose
appropri
ate
medium
for
feedbac
k
Direct
Line of
Commun
ication
DESRIPTION
OVERCOM
E BARRIER
Feedb
ack
64. Recap
What is communication?
Internal and external communication
Factors affecting the choice of
communication
Methods of communication
Oral
Written
Visual
Modern methods of communication
66. Learning Outcomes
Differentiate between the styles of
communication
Identify the different listening techniques
Discuss verbal communication and types
List the different types of non – verbal
communication
Explain the different types of body
language
Differentiate between the body language
communication styles
82. 2. Submissive or Passive
Communicators
Communicators do what others want
even when it is in conflict with their
own beliefs and wishes and interest
85. a. Spoken Communication
Conducted through various media
including telephones and face to face
Requires effective listening &
questioning techniques
86. Points to consider when communicating
using spoken words
Think before speaking
Enunciate words correctly
Choose suitable language
Vary volume, pitch, tone & rhythm of the voice
Be aware of mannerism
Avoid clichés
Engage the audience
Know when to stop & let others have a say
Observe non verbal signs such yawning & react
accordingly.
87. Non Verbal Communication
Is communicating without the use of words
Includes:
1. Body language
2. Pictorials
3. Personal appearance
4. Punctuality
5. Office presentation
6. Personal space
Often non verbal language contradicts the spoken word,
when this happens the non verbal message usually has
more impact
88. a. Written Communication
Conveys intended and unintended
messages
To ensure customers feel valued and
important, documentation including
reports, business cards & email messages
need to be well presented – incorporating
correct grammar, spelling & unambiguous
language
Poorly presented correspondence creates a
negative impression
89. 1. Business Letters
A common mode of written
communication
Many businesses will write letters
requesting information or agreement
or simply as a goodwill measure
90. Goals of a business letter
To provoke physical action
To acquire information
To gain agreement
To build up good feeling towards the
business
- A business letter is only successful
when the receiver performs the
action that the writer requested or at
least understands the message
91. 2. Business report
Another form of written communication
Usually contain ideas, facts & expert
opinions based on investigations
undertaken
Will normally have a title, an
introduction, a body of information that
includes findings & results, a discussion
section, recommendations, a summary
and close
92. 3. Annual Reports
Contain information about the organisation
May include
vision & mission statements & objectives
Information about the product or services
offered
Key developments or events that the
organisation is proud of
Report from the CEO/Managing Director
93. May also include organisation’s
financial performance: e.g.
- profit and loss statement
- Balance sheets
- Cash flow
- Auditor’s report
- Shareholder statistics
- Financial statements
94.
95. 4. Financial Reports
Some organisations create separate
documents that contain information on
the financial aspect of the organisation
rather than including them in the
annual report.
96. May include
Operating revenue
Share capital
Superannuation funds details
Assets & risk management
Dividends per share
Auditor’s report
Liabilities
Etc…
97. 5. Memos/Emails
Memo is an abbreviation of the word
memorandum.
It is a way of presenting brief written
messages with the least amount of
time & effort
Emails are similar to memos but are
sent electronically
99. Activity
1. Write a memo to send to a classmate.
The memo should outline one of the
following situations.
Discussion about electing a new class
captain.
Students punctuality to school
Requesting Mid-term examination topics
Requesting for a Business Studies test
Supplement.
100. 6. Faxes
Has arisen from the technological
revolution
Provide a quick way to send and
receive written information
101. 7. Submissions
Written request for money for specific
project or cause
Effective submissions clearly outline
the objectives, including the value of
the project, including what the end
product will be, how it will be
achieved & how the money will be
allocated
102. 8. Receipts & Invoices
Everyday monetary transactions
are recorded for accounting and
tax purposes in the receipts &
invoices
*Receipts – are records of the
transaction
*invoices – the agreement of the
transaction to come
103. 9. Minutes & Agendas
Meetings are an everyday part of
any organisation
Effective meetings have a plan of
what is to be achieved. This is
known as the agenda.
The record of the meeting is in
the minutes
104. B. Body Language
Is expressed through posture,
gestures and facial expressions
106. 2. Gestures
Examples: movement of hands,
feet or other parts of the body to
support & reinforce a point
107. 3. Facial expression
The face can indicate many
positive & negative reactions to
communication
Example: rolling eyes, raising
eyebrows or smiling
109. D. Personal Appearance
Appearances convey information
about how people feel about
themselves & how they wish to be
perceived.
E.g. untidy appearances could
convey a lack of care for self which
could be interpreted as a lack of care
for their job or customers
110. E. Punctuality
Being punctual for appointments
can mutually affect peoples
perception of each others
importance
111. F. Office Presentation
The size, décor, atmosphere and
tidiness of an office creates an
impression, conveying to clients
the self image of a person or
organisation.
112. G. Personal Space
The distance between the
speaker & the receiver can
contribute to discomfort and
could promote negative feelings
117. The Telephone and You
Provide helpful hints and proven techniques
Part of doing business means doing business over
the phone
Phone is an important instrument in daily
business
118. Ways to Sound as Good as You Really
Are!
Alertness
Show that you are wide-awake, ready to
engage in a conversation
Pleasantness
Put a smile in your voice
Naturalness
Use, simple, straightforward lang.; avoid
technical terms/slang
Distinctiveness
Speaks directly into the phone; Use a
normal tone of voice, the louder you are,
the louder everyone else becomes
Expressiveness
Talk at a moderate rate and volume, but
vary your voice tone
119. Don’ts
Frown
Mutter
Sound Tired
Speak in a Shrill Voice
Speak Negatively
Ramble
120. Do’s
Smile (they really can hear it!)
Speak Clearly and Concisely
Be Enthusiastic
Lower the Pitch of your Voice
Talk in a Positive Mood
Listen/Discuss
121. Mental P.I.C.T.U.R.E.
P – itch
High or low? Low carries better and
is also more pleasant
I – nflection
Use voice to express ideas or moods
Don’t talk in a monotone
The voice naturally rises on a
questions or inquiry
Voices fall at a “period,” decision or
completion
122. Mental P.I.C.T.U.R.E.
C – ourtesy
Common, everyday applies the same as face-to-face conversation
T – one
Many times it is not what you say, but how you say it
Voice should reflect sincerity, pleasantness, confidence, and interest
123. Mental P.I.C.T.U.R.E.
U – nderstanding
Avoid talking with anything in your mouth
(gum, pencil)
R – ate
Rate of speech should be adapted to
personality of contact
“Fast talkers” can arouse suspicion
“Slow talkers” can be irritating
E – nunciate
Clear enunciation will help avoid
misunderstanding and need to repeat
yourself
124. Keys to Good Listening
Limit your talking
Can’t talk and listen at the same time
Don’t Interrupt
A pause doesn’t always mean the individual is
finished speaking
Concentrate
Focus on the conversation. Practice shutting out
outside distractions and personal concerns
125. Keys to Good Listening
Take Notes
Helps you remember important points
Listen for ideas….not just words
Get the whole picture, not isolated bits and pieces
Interjections
An occasional, “Yes,” “I see,” etc. shows that your
listening. However, don’t overuse them
126. Create a Good First
Impression
Try to answer the phone on the SECOND ring
Answer with a friendly greeting
Smile - it shows, even through the phone
Ask the caller their name, even if their name is
not necessary for the call, and use it!
Keep the phone two-finger widths from your
mouth
127. Putting Callers on Hold
Always ask for permission
Examples
“Would you hold while I get your file?”
“Can you hold briefly while I see if Ms. Taga is
available?”
Always thank the caller for holding
128. Transferring a Caller
Always transfer the caller to the desired person’s
extension, not to the operator
Limits number of transfers
Saves the caller time from explaining issue again
Tell the caller who you are transferring them to
Announce the caller to the person you are
transferring
129. Taking Phone Messages
Phone Message should always include:
Caller’s name and company name (if applicable)
Time and Date of call
What the call is regarding (if possible)
If a follow up or return call is needed
Phone number (office or home)
130. Leaving a Voice/Phone
Message
Phone Message should always include:
Your name and company name
Time and Date of call
What the call is regarding (brief)
If a follow up or return call is needed
Phone number (office or home) speak SLOWLY even
repeat the phone number – include area code
131. Last Impressions
Before ending the call, always…
Make sure you answered all the caller’s questions
Always end with e pleasantry:
Have a nice day
It was nice speaking with you
Let the caller hang up first
132. Don’t give more than your first name
Don’t get personal, even if they do
Be prepared for rejection – just apologize for bothering them and
graciously get off the phone
If you need help – get a supervisor
Your Phone Message Greeting – make it professional
137. Secretary
Sends out notices of meetings.
Writes up the Agenda.
Keeps minutes.
138. Treasurer
Keeps a record of all finances.
Prepare final accounts.
Prepares financial reports.
139. A Memo is
A short note used within a business.
To: All students
From: Class representative.
Date: 10/10/16
Subject: Recycling paper.
Message: Please place used paper in recycle bins.
Signed: G.I Jones
140. A Notice of a Meeting is
Information about a meeting.
Sent by the secretary.
Name: 1st year PTM
Date: 20/10/08
Place: Library
Time: 3 – 4pm
Signed: Alice Wonderland
141. An Agenda is
A list of topics that will be discussed
at a meeting.
142. Sample Agenda
1. Minutes Summary of last meeting.
2. Matters Arising Issues that need further
discussion.
3. Correspondence Letters of apology etc.
4. Chairpersons Report Recap of the years events.
5. Treasurers Report Summary of finances.
6. Election of Officers Appointing new officers.
7. AOB Any Other Business
143. Definition
Move a motion: this means to make a
proposal. A proposal is called a motion.
Quorum: is the minimum number of voting
member required to start a meeting.
Resolved: to reach a decision by means of
a formal vote.
Point of order: is used when any member
notices a violation of the rules.
Call to order: to formally signed to start.
Second the motion: indicate that at least
one person beside the mover is interested in
seeing the motion.
144. Business correspondence must
contain the following:
Date
Subject of the correspondence
Receiver name
Receiver address
Sender address
Complimentary closure
Signature of the writer
List of names to be copied
145. Types of office communication…
con’t
(a) Downward Communication
It means the flow of communication from the top
management downward to the operating level. It
follows the line of authority from the top to the
bottom of the organisation and consists of plans,
instructions orders and rules.
(b) Upward Communication
Means the flow of information from the lower level
of the operations to the higher levels of authority.
It passes from subordinates to superiors and
includes ideas, suggestions, complains and
reports. On the basis of upward communication,
management revises its plans and policies.
146. Types of office communication…
con’t
External Communication
-Communication with outsiders such as
customers, suppliers, government departments,.
financial institutions and the general public.
-is vital to the existence of businesses, both large
and small.
-two broad categories - oral and written same as
internal communication.
Oral Communication
(i) face to face meet (personal visit)
(ii) Telephones
147. Types of office communication…
con’t
Written External Communication
Major part of communication is done through postal
department. All firms are taking advantages of services
rendered by the post office. The following services may be
utilised by businesses;
i. Letters
ii. Inland letter card
iii. Post Card
iv. Printed Post Cards
v. Certificate of posting
vi. Value Payable Post
vii. Money Order
viii. Telegraphic Money Order
ix Registration
x Insured Post
148. Modern communication
devices
E-mail (Electronic Mail)
E-mail involves sending messages via
telecommunication links. If two computers however
distant from one another and are connected to the
network then it is possible to send messages. The
message is typed on a computer screen at one end
and is conveyed to the other end through electric
impulses. The person operation the terminal at the
receiving end is alerted by a signal that a message or
mail for him is in the electronic mail box. The
message/mail can be read straight away or stored and
attend to at leisure.
If the computers have fax, telephone facilities
attached to them, E-mail can be used even to transmit
a telephone message or to fax important documents.
149. Modern communication devices…
con’t
Internet
The internet is defined as a global connection of
people computers linked together by telephone lines,
radio links or satellite links.
Internet is a network of computers worldwide which
allow its users to share information. Apart of the e-
mail service of the internet, with which most people
are familiar, the World Wide Web (www) is the latest
vehicle of business now available on the internet. It
is a medium where one can represent his his
business, products and services to the huge and
quickly increasing base internet users.
Over millions of companies have turned to the
internet as powerful yet inexpensive way to promote
their companies products and services. You can
reach the internet at any time, day or night.
150. Modern communication devices…
con’t
Pager
Pager is the quickest way to communicate
today. Paging is a one way wireless
communication facility by which one can stay
in touch with anyone, clients, family when one
is on the move. If any one wants to contact a
subscriber urgently, all that he has to do is pick
up the phone and dial the pager number of the
subscriber to leave a message. The message is
instantly transmitted to the subscriber on his
pager, wherever he is. Giving the subscriber
instant access to the information he needs,
151. Types of teleconferencing
Audio teleconference: this form link people through telephone.
Audio graphic teleconference
Computer teleconference: this form uses telephones line to
connect two or more computers and modem.
Video teleconfering:this form combines audio and video to
provide voice communication and video images.
152. Definition
E-commerce: is the buying and selling of goods online.
E-marketing: it created publicity for a product sold by a business online.
Management information system: refers to the systematic recording and
using of information for management purpose.
Advertorial: to make a company known to the public through the media.
Circular: used in large organisation to send message from the head office to
branches.
Empire building: is trying to get more people and section of the organization
under their personal control.
Cross cultural means communication with someone who had different culture
and grown up in different place.
Distortion:
Noise: this is when message is spoilt by interference from either inside or
outside the person.
Reflective listening: understand, ask for clarification and relate the message
to your own experience.
Empathy: relate to the speaker and understand their position or background
