3. What is Communication?
Outline the requirements of effective
communication
List factors to consider before deciding on
mediums of communication
List and explain methods of communication
List and explain types of communication
Explain the role and purpose of meetings
Outline how communication is applied in Business
4. ‘Communication is a two-way process
which involves the transferring of information
from one person to another in a manner
which ensures that the receiver will
understand the message from the sender.’
5. Verbal
Non-Verbal
Written
Visual
Also:
Formal
Informal
Find examples for each of the
above and explain!
6. 1. Listening
2. Reading
3. Speaking
4. Writing
Four objectives of communication:
Message is to be received
Message is to understood
Message is to be accepted
To get a response (Feedback)
7. Managers spend 90% of their time
communicating with stakeholders internally &
externally
Internally: Externally:
Employees Suppliers
Managers Customers
Investors Government
Society
8. Communication mediums are the actual method
used to send the message/data
1. Internal
2. External
Communication channels are routes through
which information flows between people
1. Upward
2. Downward
3. Horizontal
9. Recall & Review p.100
Read Case Study
Answer Questions that follow
10. Most common means of business communications
Usually two or more people communicate
Purpose:
1. Provide info & pass on instructions to staff
2. Discuss an issue
3. Make a decision
Types:
1. Formal
2. AGM
3. EGM
4. Ad hoc meeting
11. Chairperson
Correct running of a meeting
Duties:
1. Set an agenda
2. Open the meeting (Quorum)
3. Follow the agenda
4. Standing orders – (Point of orders)
5. Facilitate contributions
6. Keep order
7. Call for votes
12. Secretary
Duties:
1. Before meeting, give notice to attendees
(Agenda, venue, materials needed)
2. During the meeting
(Read out mins, take notes)
3. After the meeting
(Write up mins, arrange next meeting)
Let’s see sample Agenda, Notice, Minutes p. 104!
13. Please list advantages & disadvantages of
meetings!
14. Short for memorandum
Are short written notes about one
particular issue
Very common method of internal communication
Useful written record of the message
so less likely to be forgotten
Should be brief and about one
topic
15. Used in important situations, especially when
a written record is required
Clear and to the point
Press releases are written communications sent
to journalists by businesses to get
publicity or respond to negative publicity
Let’s see the layout p. 108!
16. Written document about a specific topic
or issue presenting information, evaluation &
recommendations to the person or group
who requested it
Reasons:
1. To investigate an incident, what happened?
2. To solve a problem
3. To identify possible courses of action
and their implications
4. To monitor progress
17. Accuracy Brevity Clarity Simplicity Effectiveness
Must also include and consider:
The purpose of the report
The terms of reference
The reports recipient
Timing
The Format of the final report
The signing off
18. Advantages:
1. Gather relevant information on an issue
2. Provide detailed research, info & analysis
3. Helps Mgrs. make informed decisions
4. Outside experts can compile
Disadvantages:
1. Can discourage readers if badly laid
out or too long
2. Used as an excuse instead of
dealing with an issue
3. Recommendations can be ignored
19. Maps, charts, graphs, diagrams, photographs &
advertising can help customers visualise
a business’s products/services
Benefits:
1. Improves presentation
2. Simplifies information
3. Speeds up absorption
Let’s see Case Study p. 111!
21. 1. Sender
Timely: Must choose the correct time
to send the message
2. Message
Accurate: Inaccurate info can lead to
wrong decisions being made
Brief: Time is valuable (See example p.114)
Clear: Should be easily understood
22. 3. Medium:
Appropriate: Private or sensitive information?
Fast: Letter V’s fax etc.
Low Cost: Courier V’s An Post
Provide a record: Avoid conflicts or
misunderstandings
Satisfy any legal requirement: Legally binding
contracts should not be faxed
23. 4. Receiver
Allow feedback:
Should allow feedback from the receiver
Any confusion or potential misunderstandings
can be cleared up quickly
25. 1. Language (Includes terminology)
2. Authority (Delegation)
3. Noise (Obstructs)
4. Time (Adequate)
5. Information Overload
6. No record
26. Sender Message Medium Receiver
Choosing an Sending Selecting an Message sent to
inappropriate inaccurate inappropriate wrong receiver
time to send the information method that
message does not get
heard
Sending an Using a medium Receiver not
unclear or badly that is too slow listening or
worded message or unreliable unable to listen
Using Receiver
unnecessary misinterprets
jargon the message
Sending an Receiver cant
inappropriate give feedback
message
Message is too Receiver
long mistrusts sender
27. Poor industrial relations
Bad public image
Lost sales
Lost opportunities
28. It is important to consider certain
factors before deciding on which type
of communication to use
1. Urgency 6. Cost
2. Efficiency 7. Speed
3. Secrecy 8. Content
4. Legal Req’s 9. Technology
5. Time 10. To Whom
29. ICT refers to the use of
computers, telecommunications & electronics to
gather, store, process & distribute information
Internet (Youtube clip) Word processing software
Email Database software
Intranet Spreadsheet software
EDI Desktop Publishing
Low-cost communications Computer Software applications
Video conferencing
31. 1. Information security
2. E-crime
3. Business disruption risks
4. Can be expensive
32. Requires any organisation storing information on
other people on computer or in
manual files must ensure the information
is accurate and up-to-date
Data Subjects
Anyone who has information held about
them on someone else’s computer
Data Controller
People who keep information about other
people on their computers
33. 1. Obtain information in an accurate and lawful
manner
2. Information is only used for its intended purpose
3. Data kept in a safe and secure place and is
deleted when no longer needed
4. Supply a person on request a copy of the stored
data –Right to access info
5. Have incorrect information corrected
or deleted
34. 1. Right of access to files
2. Right to correction of errors
3. Right to compensation
4. Right of individuals not to be
subjected to automated decision-making
35. Responsible for ensuring the DPA 1988/2003
are obeyed
Functions include:
1. Maintain a register of Data
Controllers/Processors
2. Help businesses develop codes of practice
helping them keep within the law
3. Provide information to the public about
the acts
4. Investigate complaints from the public
Editor's Notes
Refer students to NASA example p. 95!Picture of NASA aircraft to be uploaded!
No business can be effectively run without an effective system of communication between all stakeholders and NASA is a prime example of this.
Direct students to diagram p. 97!!The above skills are essential for communication to be effectiveNB so info can be receivedTo know what info has been receivedClarity of speech will make it possible for message to be heard and understoodIn business letters, names, notices are written clearly
Internally:Employees, correct work is done, on time, good quality, Poor communication can cause confusion, reduced morale, possible distrustManagers, communicate relevant info to each other, make good mgt decisions, help teamworkInvestors, supplied with accurate info about financial performance of the co. Otherwise wont be confident in mgt or willing to invest more cashExternallySuppliers, kept informed of firms supply needs, delays communicatedCustomers, kept informed of new product developments, especially if problems arise, poor customer satisfaction, helps customer loyaltyGovt, agencies when applying for grants, lobbying for changes in laws or reporting breaches, pollution issues etcSociety, reputation with general public, effects ability to recruit, win customers, avoid conflict with interest groups, PR is NB.
Internal-Staff meetings, emails, notice boards, mobile textsExternal-Ads, letters, callsUpward, reporting up the chain of commandDownward, reporting down the chain of commandHorizontal, people of same rankLet’s see diagram p. 99!
Purpose:Latest sales results, profits, face to face to build up trust e.g. Union repsIncrease sales etc, visitors coming to hotelFuture planTypes:Highly structured, planned, run according to agreed procedures. Have a chair and secretary who keeps minutes. Give students examplesOpen to all shareholders, reports are given on previous years activities, sholders ask questions of board e.g. AIB, clubs and societies use to elect committee members etc. Also must hold an AGM under Companys ActDiscuss a very important issue, information has come to light over a director?Short notice, deal with problems which have just arisen
Items to be discussesOpen setting out that rules are to be followed, Quorum is min no. Of people needed to beginFollow agenda, anticipate problems, getting everything covered etc.SO are agreed rules for running a meeting, Point of order refers to a question to the chairperson regarding how a meeting is being runAllow all express views, equal time to both sides etcOkIn formal meeting may have to put motions to a vote, give examplesA proxy is an individual who represents another at a meeting and votes on their behalfVoting by poll-Yes V’s NoVoting by ballot-Ballot paperVoting by a show of hands
Explain notice of meetingAgenda on p. 103!
See Report p. 109!Report into what caused Columbia Space Shuttle DisasterRecommending a new marketing strategy for Willow Court HotelReport into pros and cons of raising prices in WILLOW CourtSales trends in Willow Jan to June
Box: Important to consider these rules when writing your report.Brevity-Is a fact that the report is short or its findings only last for a short period of timeTerms of reference-Instructions given to report writerUse example of report you did in NUIG-Partnership in NUIG
Breaking up long sections of textAssists understanding and rememberingAnd understanding of dataRefer students to types of visual charts p.112 to 113
Timely-notice for a meeting, 6 months in advance, may be forgotten, 1 day in advance it may be too late!
Appropriate: If a worker is being made redundant should be informed in a sensitive manner, not a notice stuck on notice board
NB for it to be maintained and improvedMgt and staff properly trained i.e. 4 skills of communicationWelcoming and warm style of mgt is essential. Requires confidence and openness from mgt and staffWorking towards same goalsRegular briefing sessions e.g. Weekly progress meetings in Cork Airport/DJJMake sure procedures are understood by allE.g. Confidential info given orally to those in charge
NB Exam Type QuestionBarriers are a threat to business success. Must be overcome. Using technical terms receiver wont understand-Solution-Use simple terms insteadToo many people giving instructions sometimes contradicting each other-Solution-Clear chain of commandIf one cannot hear message, problems result-Solution-Give message when silence or noise freeNot given enough time to interpret-Solution-Dont expect immediate response-give timeToo many messages over short period-Reduce volume of messages/queriesIf important messages are not written, may no record of what was said-Solution-Make sure written record exists-Rohcon Telephone then letter to record
Direct Students to Case study p.116!
Could result in absenteeism or go-slowsFailure to respond to customer queriesStock shortage-failure of warehouse manager to inform purchasing dept of need to purchase more stock-No teamworkFailure of mgt and staff to work together and have effective communication
NB Exam Type Question
Need to go through each one in detail with students. See p.117!Internet: International network of computers connected through the telephone network!Email-messages over internetIntranet-are networks of computers within a business, speeds up communications, alson known as LAN’sEDI-Automatic stock ordering system that allows orders be placed automatically from a computer in one business to a computer in another business, using the internet, see more p.117, speeds up ordering, reduces human error, reduces costs, improves cashflow –bills sent out on time, customer satsifaction, supplier needs to have same system, expensive see example. 118Low cost communication- video confernces, skypeVideo conferencing-virtual meeting, see and hear each other online, reduces travel costsWord processing- quality reports, letters etcDatabase software, customer, employee details etcSpreadsheet, financial infor, budgets etc.DTP-Leaflets, brochures, websites, newsletters etc
Large data files can be sent over internet from one pc to anotherGlobal audience, website, helps salesWebsites, emails, video conferencing makes it easier to communicateBuy online rather than visit expensive premises e,g, AMAZONReplaced by email or VCOptions of teleworking etc
Vulnerable to infection by viruses, hackers etcOnline credit card fraud, fake websites, stolen credit cards, can reduce consumer confidenceFault with system can bring a whole business to a standstill eg Blackberry and SonyRapid change makes machines obsolete very quickly
My copyright slide on notes!Data controllers are business and other orgs
Right to know how much and what type of info is being kept on file about you by an org and what it is being used for-Within 40 daysInaccurate info corrected or deleted, right to have names removed from direct marketing mailing lists, data controllers must comply with written requests within 40 daysWhere info causes harm such as denying you a loan or promo, or entitled to complain to data commissioner if ur concerned law is being brokenEntitled to have human input into the making of important decisions relating to themSEE EIRCOM, E MOBILE EXAMPLE!
![ Notice of Use Restrictions
Certain materials in this presentation are included
under the Fair Use exemption of the U.S. Copyright
Law and/or under the Fair Dealing exemption of the
Ireland Copyright and Related Rights Act, 2000
Materials are included in accordance with the [U.S.]
multimedia fair use guidelines; and
Materials are restricted from further use.
© EDMAN YOST, J. (1999), Copyright Chaos - An
Educator's Guide to Copyright Law and “Fair
Use”, Intel Teach to the Future CD](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)