Transcript communication

Communication
Can be defined as the
“Interaction or exchange
between people which
results in the transfer of
a message or information”
Elements of communication
•
•
•
•
The sender
The message
The receiver
The medium
It’s a 2 way process
It can be
Verbal,written,elecrtonic,visual,
Skills needed to communicate
effectively
•
•
•
•
•
•
Ability to speak clearly
Ability to write accurately
Ability to listen
Ability to read and understand
Ability to use technologies
Ability to use and read body language
and eye contact
• Ability to select the proper medium
Channels of communication
Downward
upward
horizontal
Manager to
supervisor
From a sales rep. to
the sales manager
At the same levelproduction manager to
the finance manager
Principles of effective communication
(2005 Q4( 25)
• The message must be clear/unambiguous
• Language easily understood by the
recipient
• Accuracy in the message
• Short and simple
• Consider the cost
• Is a record needed?
Benefits of effective communication
•
•
•
•
•
•
Q4 2007 (20)
Better decisions
Harmonious industrial relations
Better morale
Productivity
Motivated workforce
Increased sales
communication
formal
informal
Monthly meetings
Discussion after work
Letters
Gossip
Reports
Unplanned discussions
Communication
Internal
External
Between people
within the same
business
•Staff-staff,
•Manager-manager
•Banks
•Customers
•Government
•Suppliers
•Insurance companies
•Revenue
commissioners
internal
verbal
written
electronic
Telephone
E-mail
E-mail
Conversations
Memo
Text
Intercom
Notice board
Intranet**
meetings
Report
Letter
poster
Intranet-local area network(LAN)-employees computers are linked
so that they can communicate with each other.
external
verbal
written
•Telephone
•Fax
•Meeting
•E-mail
•Conference
•Trade fair
•Press
conference
•Mobile phone
•Press release
•Brochure
•Advertisements
•Letter
electronic
•WWW
•Video
conference
•E-mail
•Internet
•Electronic data
interchange(EDI)
EDI-set up by companies who have frequent transactions between them. Their systems are
compatible-so communications between them are instant)-eg the automatic re-ordering of
goods
(2002 (10 marks)
Choosing the most effective method of
communication
• The nature of the information-launch of
a new product
press release
• Cost involved?
• Confidentially?
• Urgency?
• Distance?
• Record?
• The ability of the recipient to receive the
message
Barriers to communication
• Language is
inappropriate
• padding
• Failure to listen
• Wrong method used
• Distrust between people
2002 Q4(a) 20
2008 Q4(b) 25
It leads to
Problems being unresolved
Lack of morale
Decisions being made on the
basis of incomplete info.
Industrial relations problems
A business letter
Jones Wholesale Electrical Ltd.
Sender of the letter
Telephone (021)434345. Fax (021)435666 E-mail [email protected]
112 Bay-view St.,
Tom Smith ElectricalSales,
14 High St.,
To whom its been sent
Cobh,
Co. Cork
Tuam,
Co. Galway.
25/4/2004
Dear Mr. Smith,
date
We acknowledge receipt of your letter dated 16/4/2004 concerning the three faulty Phillips Jet 900w
microwave ovens as per invoice 135728 dated 4/4/2004.
Having contacted the manufacturer I can confirm that they were part of a faulty batch. This was due
to a breakdown in the production process on the date of manufacture. Phillips have since installed a
new production process and such problems are unlikely to re-occur.
Phillips have asked me to replace the three faulty microwave ovens for you free of charge and in
addition,as a goodwill gesture to allow you an additional ¤1000 credit to be used by you to purchase
other Phillips products.
Body of
letter
I hope this will be acceptable to you and that we can continue our good working relationship into the
future.
Yours sincerely
Liam Jones, Marketing Manager
Signature
Title of sender
meetings
Formal-regular/agenda/shop steward-Hr
manager
Informal-unplanned/friendly/no agenda/issues
discussed might be put on the agenda of a formal
meeting
Ad hoc-sudden/one issue meeting
A.G.M.-annual general meeting. Compulsory for
companies.
E.G.M.-extraordinary general meeting- an issue
of such importance that has occurred that the
directors feel its best be discussed by the
shareholders eg a take-over bid.
Video-conference (Virtual meeting)
A meeting is presided over by
The chairperson
Prepares the agenda/checks that there is a quorum/follows the
agenda/allows everybody to participate/establishes order/uses a
casting vote if needed/ gets decisions made/starts and ends a meeting
on time/needs to be impartial
The secretary
Reads & replies to all correspondence/keep a record of members/sends
out notice of meetings to members/helps prepare the agenda/keeps the
minutes/keeps &files records.
club
Notice of meeting
Company
The A.G.M. of Na Fianna GAA club will be held
in the clubhouse on Monday 15 December 2003 at
8.00p.m.
The Annual General Meeting of Woods Ltd will
take place at the Great Southern Hotel,Sligo on
May 1 2004 at 2.30p.m.
Agenda
Agenda
•Minutes of last meeting
•Minutes of last AGM
•Election of officers
•Chairpersons report
•Review of team performances
•Auditors report
•Treasurers report
•Election and re-election of Directors
•Extension of clubhouse
•Declaration of dividend
•A.O.B.
•A.O.B.
•John O’Brien(Club secretary)
•Thomas J. O’Reilly(Company secretary)
Memo -2002,2004,2006
To:
All staff
From:
Niamh Burke,Managing Director
Date:
24 March 2007
Re:
Staff Bonus
Each employee will be paid a bonus of €1000 due to the
success of the firm in receiving the ISO 9000award. The bonus
will be included in the pay cheque due on March 30th. 2007
Niamh Burke
Report writing
Title
Terms of reference
2004 (10)
Procedure
The instructions give to the authors. “To
investigate ………”
Who did we speak to-surveyed,interviewed
etc
Findings
Main section of the report
Conclusions
A statement of what they believe to be the facts
Recommendations
Sign it
Future courses of action
Job title of author
date
Title
The benefits and challenges of installing IT applications in the company (Cosmetics Products Ltd)
From
Sheila Collins, Managing Director
The Board of Directors of Cosmetics Products Ltd
To
To prepare a report on the benefits and challenges involved in installing new IT applications
Terms of
reference
The benefits would include
Body of
report
1.
It will allow us communicate both internally and externally(e-mail/intranet)
2.
It will give us another method of selling our products(internet)
3.
It will provide us with an opportunity to advertise our products
4.
It will facilitate the preparation of accounts
5.
It will assist in payroll
The main problems IT will pose include
1.
IT will need a large capital outlay
2.
Staff will need training
3.
IT applications depreciate-a fund will need to be created to update the sysyems
4.
The company will need to appoint an IT specialist
Recommendation
In order for the business to remain competitive it is essential that we install the new IT system
Sheila Collins- Managing Director
Visual
presentation
“A picture paints a thousand
words”
2005
(10)
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The data protection act 1988
“Data”
Information that can be processed automatically
It does not apply to information kept manually
•The data subject
•The data controller
•The data processor
• the data commissioner
Q4 2007 (25)
The data processor
Is a person or firm who process the data on
behalf of the data controllers.
The data
controller
The person who controls the use of personal
information held about individuals on
computer
•Must allow the data subject access
•Data should be accurate and up to date
•Data should be secure
•Data should be kept only for as long as necessary
•Be obtained fairly
The data
commissioner
To see that the act is working properly and to
investigate complaints of breaches of it.
•Provides advice to people about the act
•Investigates complaints
•keeps a register of data controllers including-financial
institutions,public bodies,marketing firms,debt collection
firms,bodies who keep info.on political opinions-peoples racial
origins-physical or mental health-criminal convictions.
•Develops codes of practice
•Can give pemission to authorised officers to enter a premises and
obtain data on file
•Can instigate legal proceedings against those who are in breach
of the Act.
Data kept for the purpose of safeguarding the state is
exempt