7 communications Flashcards
communication
involves transferring information from one person to another
involves sending messages through a medium to a target group
then receiving some feedback from the recipient that the message has been understood and acted on
types of communication
verbal
written
electronic
visual
channels of communication
downward manager to supervisor
upward sales reps to sales manager
horizontal same level production manager to finance manager
internal
between people within the same business
staff to staff
nanager to manager
external
between people outside the business eg banks suppliers customers
EDI
external electronic
set up by companies who have frequent transactions between them. Their sustems are compatible so communications between them are instant e.g automatic re ordering
principles of effective communication
right duration
no overload
not too short
accurate message clear and structured into plan of action expected outcomes
appropriate language
appropriate terms to ensure message is understood
explain any terminology
if it’s not used employees wont onow what to do make mistakes and waste time
advertising campaign can motivate customers to buy
visual aids
charts graphs etc
confidentiality
ensure sensitive info is secure
fafe to face meetings
password protected
feedback
allow and encourage
vote on decisions
timing
instant interaction for urgency
face to face very quick
letter slow
record
easily retrievable messages containing data and details
principles of effwctive communication summaries
right duration
accurate messahe
appropriate language
visual aids
confidentiality
feedback
timing
recording
benefits of effective communication
better decisions better morale productivity harmonious industrial relations motivated workforce increased sales low staff turnover
barriers to communication shortened
noise
lack of clarity
lack of accuracy
language
timing
wrong medium
information overload
technology
distrust
prejudice
listening skills
written adv
permanent record
proof
re read it
become very fast
written dis
slower than oral
info overload
visual adv
statistics
easy to understand
easy to remember
visual dis
not good on its own
verbal adv
emotion can be shown quock
problems can be explained
personal agreement can be reached
verbal dis
no record
receiver may not listen
message may come across wrong
bar chars
good for comparing relative size
pie chatys
good for ahowing fractions and percentages
line graohs
how the value changes over time
letters used for
making enquiries
requesting payment
disciplining employees
letter layout
address of sender address of receiver date reference 1 line intro body of letter conclusion and recommendations yours sincerely signature name in print and position and title
report
written set out findings of an investigation into a certain issue give info on a certaun topic come up with solutions investigate an incident investigate the impact of decisions
rules of report writing
accurate vrief clear simple effective logical sequence
report layout
1 title 2 terms of reference 3 findings 4 conclusion and recommendations 5 signature
memo
used for internal communications written brief note may be typed or written used for info, reminding of events, instructions, one topic
memo layout
to from date re note signed
meeting
gathering of people
to exchange ideas
more suggestions
allows collective decision making
ad hoc meetings
once off help discuss solve immediate problem that has arisen short notice fall in sales
agm
once a year involving directors and shareholders discuss events of the previous 12 months declare the dividend for the year elect a BOD discuss future
egm
extraordinary general meeting meeting of shareholders and directors discuss important matters that cannot wait until next agm only 1 item discussed eg fire at production plant
staturtory meetings
1st meeting of a company only held once share certs given BOD elected constitution is explained shareholders receive info
board meeting
BOD once a month progress and performance discusses strategic and tactical plans formed problems solved
advantages of meetings summaries
saves time
solve problems
meetings are creative forums
make better decisions
when sensitive or confidential issues
allow feedback
written record through minutes
elements of a meeting
notice agenda minutes well planned chairperson secretary quorum
notice
written
sent by secretary
date time
where
agenda
written sent by secretary programme for the meeting list of matters to be discussed order in which to be discussed 1st item- mins of last meeting ladt- AOB
minutes
written by secretary brief and accurate record details of proposals desicuons made
quorum of a meetinf
minimum number needed for a meeting to happen
each company will pick their quorum
stops a few people from making decisions
ensures topics are discussed
chairpersin
checks that there’s a quorum follows the agenda manages the meeting, allows everybody to participate and establishes order uses a casting vote if needed signs off the minutes
secretary
reads and replies to all correspondence sends out notice and agenda of meetings to members keeps files and records organises venue and facilities takes the minutes
characteristics of a good secretary
good organiser
legivle wtiting
decisive
summarise main points
choosing a method of communication
cost urgency confidentialitu nature of the messahe legal requirements record distance recipient
