31. 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
32. 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
33. 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
35. Barriers of Effective
Communication
Transmitter /
Sender
Language too
Difficult
“Technical
Jargon”
Unclear
M e s s a g e
Speaks “too”
Quickly
Use
Appropriate
&
Understand
able
Lang uag e
Clear
M e s s a g e
Feedback to
check
understandi
n g
DESCRIPTION
O VERCO M
E BARRIER
36. Barriers of Effective
Communication
Transmitter /
Sender
Wrong
M e ssa g e
Wrong
Receiver
Too Long
Too Much
Detail
Right
M essag e
Correct
Receiver
Brief
M essag e
Main
Points
DESCRIPTION
OVERCO
M E
B AR RIER
37. Barriers of Effective
Communication
Lost M e s s a g e
Wrong
Channel
Insist on
Feedbac
k
Appropri
ate
Channel
Used
DESCRIPTION
OVERCO
M E
B AR RIER
Medium of
ommunication
38. Barriers of Effective
Communication
Long Chain of
Command
M e s s a g e
“less
accurate”
No Feedback
Received
S horte st
Channel
Use
“most
useful”
m edium
DESRIPTION
OVERCO
M E
B AR RIER
Medium of
ommunication
40. Barriers of Effective
Communication
Not Listening
Not Paying
Attention
Sender not
liked
Sender not
trusted
Unwilling to
Feedbac
Bukild
Trust
Use
another
sender
DESRIPTION
OVERCO
M E
B AR RIER
M essag e
Emphasi
zed
Ask for
Recei
ver
41. Barriers of Effective
Communication
No Feedback
Too Slow
D is torted
M e s s a g e
Too M a n y
People
DESRIPTION
O VERCO M
EABsAkRRfoIErR
Feedbac
k
Choose
appropri
ate
medium
Difroerct
fL
eie
nd
ebo
af
c
Comk
m un
ication
Feedb
ack
43. Visual Communication
Advantages
E a s y to understand
S h o w s trends a
n
d
comparisons
Disadvantages
S o m e people may n
o
t
understand
Ta k e s time to prepare
58. Reca
p
► What is communication?
► Internal and external communication
► Factors affecting the choice of
communication
► Methods of communication
Oral
Written
Visual
► Modern methods of communication
60. 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
79. a. Spoken
Communication
► Conducted through various media
including telephones and face to face
► Requires effective listening &
questioning techniques
80. 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.
81. 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
82. 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
83. 1. Business
Letters
► A common mode of written
communication
► Many businesses will write letters
requesting information or agreement
or simply as a goodwill measure
84. 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
85. 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
86. 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
87. ✓ May also include organisation’s
financial performance: e.g.
profit and loss statement
Balance sheets
-
-
-
-
-
-
Cash flow
Auditor’s report
Shareholder statistics
Financial statements
88.
89. 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.
90. May
include
► Operating revenue
► Share capital
► Superannuation funds details
► Assets & risk management
► Dividends per share
► Auditor’s report
► Liabilities
► Etc…
91. Memos/Email
s
► M e m o 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
93. Activi
ty
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.
94. 6.
Faxes
► Has arisen from the technological
revolution
► Provide a quick way to send and
receive written information
95. 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
96. 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
97. 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
101. 3. Facial
expression
► The face can indicate many
positive & negative reactions to
communication
► Example: rolling eyes, raising
eyebrows or smiling
103. 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
105. 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.
106. G. Personal
Space
► The distance between the
speaker & the receiver can
contribute to discomfort and
could promote negative feelings
111. 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
112. Ways to Sound as Good as You Really
Ar
A
e
ler
!
tness
S h o w that you are wide-awake, ready t
o
engage in a conversation
Pleasantness
P u t a smile in your voice
Naturalness
U s e , simple, straightforward lang.; avoid
technical terms/slang
Distinctiveness
S p e a k s directly into the phone; Use a
normal tone of voice, the louder you are,
the louder everyone else becomes
Expressiveness
T
alk at a moderate rate and volume, b
u
t
vary your voice tone
114. Do’
s
S mile (they really can hear it!)
Speak Clearly and Concisely
Be Enthusiastic
Lower the Pitch of your Voice
Talk in a Positive Mood
Listen/Discuss
115. Mental
P.I.C.T.U.R.E.
P – itch
H i g h or low? Low carries better a
n
d
is also more pleasant
I – nflection
U s e voice to express ideas or moods
D o n ’ t talk in a monotone
T h e voice naturally rises on
aquestions or inquiry
Vo i c e s fall at a “period,” decision o
r
completion
116. 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
117. 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
118. 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
119. 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
120. 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
121. 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
122. 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
123. 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)
124. 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
125. 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
126. 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
132. Treasur
er
► Keeps a record of all finances.
► Prepare final accounts.
► Prepares financial reports.
133. 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
134. 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
135. An
Agenda is
► A list of topics that will be discussed
at a meeting.
136. Sample Agenda
1. Minutes eting.
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
137. Definiti
on
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.
138. 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
139. 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.
140. Types of office communication…
con’t
External Communication
-Communication with outsiders such as
customers, suppliers, governm ent departm ents,.
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
141. 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
142. 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.
143. 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.
144. 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,
145. 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.
146. Definiti
on
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
