Chapter 7Management Skills Communication      D. Dempsey
Key Areas•   What is Communication?•   Principles of effective Communication•   Barriers to effective communication…NB•   ...
D. Dempsey
What is Communication? Communication is concerned with transferringideas, messages and general info from a sender to a rec...
Pg 97        4 Elements to every Communication  Sender                                         Recipient               Mes...
4 Elements to every CommunicationSender: sends/transmits and encodes a message. To     encode means to translate ideas or ...
Note       Implications of bad Communications                  for a Business      Ref Pg 98   •   Poor industrial relatio...
Note       Principles of effective Communication                 (Rules/Guidelines)   • Appropriate language should be use...
Ref Pg 116Note NB       Barriers to effective Communication   •   Language for recipient   •   Authority   •   Noise   •  ...
3 Types of Internal Communication              D. Dempsey
Types of Communication         Verbal         Written          Visual Technological/Electronic           D. Dempsey
D. Dempsey
Handout       Which medium should be used?   NB   • Urgency               •     Cost   • Efficiency            •     Speed...
Page 100D. Dempsey
2011 SQ                  Meetings•   Statutary meeting•   Ad hoc meeting•   AGM•   Formal meeting•   Informal meetings•   ...
Terms associated with meetings         Standing orders             Motion             Quorum             A Proxy          ...
2011 SQ          D. Dempsey
Pop OL Q                                                      See pg 102         People involved in meetings  Chairperson ...
2005 Q 4BAssume you are the secretary of a local youth club. Draft a NOTICE and AGENDA to     be posted to all members of ...
Agenda:1.   Minutes of 2011 AGM and matters arising from them2.   Chairpersons report for the year3.   Treasurers report f...
Very popular SQ…easy marksDraft a memo, using appropriate   format, to all departmentmanagers suggesting two topics for an...
Page 109                       Reports•   Title of Report•   From•   To•   Terms of Reference: Instructions given to the r...
Q… Draft a report from the Salesmanager to the Board of Directorsoutlining the potential benefits of  developing an export...
Letters                                                             Senders                                               ...
Visual CommunicationUsually used to support written or oral               Pie Chart              Pictograms             Li...
D. Dempsey
Key Areas• What is ICT• Benefits and Challenges of ICT• Impact of new technologies on Business:  – EDI, Video Conferencing...
D. Dempsey
What is ICT?Computer Software and Hardware used to store, analyse, and              communicate business data          Mod...
Note   Benefits of ICT• Speed of communication is increased• Cost of communication is reduced• Firms can advertise worldwi...
Challenges to a Business from use of ICT• Danger of system breakdown…loss of info• Difficult to keep info secure. Competit...
The Internet• A network of millions of computers throughout  the world which people and businesses use to  communicate.• I...
E-Commerce• Doing business via the internet- advertise, and  sell goods and services online  – No restrictions in terms of...
Electronic Data Interchange• The direct exchange of info from one  computer to another without human  intervention.• For e...
Benefits of EDI• Reduction in costs            • Transaction time is reduced                                • Reduced wage...
Software you may be familiar with• Databases: allows firms to store, access, and  process large amounts of data very quick...
• Word processing: allows written  documents to be typed, stored, edited  and printed efficiently• Desktop publishing: all...
Data Protection Act 1988-2003• Applies to all personal information on  computers and on manual files.  – Data  – Data Subj...
Rights of Data Subject•   Right of Access•   Right to Correction•   Right to Compensation•   Right to Removal•   Right to ...
Obligations of Data Controller•   Keep secure•   Keep accurate (update)•   Use for intended purposes•   Obtain fairly•   K...
Data Protection Commissioner• Responsible for supervising and monitoring the  operation of the Act.• Keep register of Cont...
D. Dempsey
HomeworkWrite your own summary of the Act tonight inyour notes.                  Remember…     Summarise it to suit yourse...
D. Dempsey
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Chapter 7 lc business management skills communication

  1. 1. Chapter 7Management Skills Communication D. Dempsey
  2. 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. 3. D. Dempsey
  4. 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. 5. Pg 97 4 Elements to every Communication Sender Recipient Message sent via a medium Feedback showing Understanding D. Dempsey
  6. 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. 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. 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. 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. 10. 3 Types of Internal Communication D. Dempsey
  11. 11. Types of Communication Verbal Written Visual Technological/Electronic D. Dempsey
  12. 12. D. Dempsey
  13. 13. Handout Which medium should be used? NB • Urgency • Cost • Efficiency • Speed • Secrecy • Content • Legal • Technology avail’ Requirements • Time • Recipient D. Dempsey
  14. 14. Page 100D. Dempsey
  15. 15. 2011 SQ Meetings• Statutary meeting• Ad hoc meeting• AGM• Formal meeting• Informal meetings• Extraordinary General Meetings D. Dempsey
  16. 16. Terms associated with meetings Standing orders Motion Quorum A Proxy Voting by poll By ballot Show of hands A resolution D. Dempsey
  17. 17. 2011 SQ D. Dempsey
  18. 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. 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. 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. 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. 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. 23. Q… Draft a report from the Salesmanager to the Board of Directorsoutlining the potential benefits of developing an export market D. Dempsey
  24. 24. Letters Senders Address DateRecipientsAddressDear Sir/Madame ****Dear Name Yours sincerely*** Body of LetterYours faithfully D. Dempsey
  25. 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. 26. D. Dempsey
  27. 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. 28. D. Dempsey
  29. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 42. D. Dempsey
  43. 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. 44. D. Dempsey

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