7-Communications Flashcards
communication
transferring info from one person to another
internal/external
types of internal communication
upward-lower to higher levels
downward-higher to lower levels
horizontal-moves between people at same level
types of communication
oral
written
visual
advantage of written communication
permanent record
re-read
disadvantage of oral communication
receiver may not listen
no record
no time to prepare
advantages of visual communication
useful for statistics
easier to understand
disadvantages of written communication
feedback slower
info overload
disadvantages of visual communication
not enough detail on its own
advantage of oral communication
quick
emotion and body language
functions of meetings
save time:brought together and told details at same time
help solve problems:build relationships to solve conflict
assist decision making:experience and knowledge
essential elements of a meeting
- well planned
- notice
- agenda
- quorum
- minutes
Quorum
minimum amount of people that must be present before meeting can start-fair decisions
Minutes
summarised written record of what happened at the meeting
notice
written document prepared by secretary setting out date,venue and time of meeting
agenda
sent to attendees in advance.
written list of all topics to be discussed (in order of importance)
Importance of agenda
Prioritisation
Clear communication-only those interested will attend
Advanced preparation-questions prepared
Chairperson
responsible for starting,controlling and concluding the meeting
Role of the chairperson
Quorum Open meeting-with first agenda item Close meeting-with last item on agenda Vote-if 50/50 Maintain order-everyone gets to speak and discussion is relevant
Characteristics of a chairperson
Impartial
speak clearly
know rules
tactful
Secretary
responsible for organisation,administration and paperwork for the meeting
Role of a secretary
Organise venue and equipment Prepare notice and agenda Record minutes Paperwork Advise and assist chairperson
Characteristics of a secretary
Good organiser,summariser and writer
Memo
written document used for internal communication
brief note from one person to another
Report
written document where one person sets out their findings of an investigation of an issue
recommendations on how to solve issue
objectives of a report
inform people of an issue
investigate an issue
investigate solutions
convince reader of an action
Memo headings
To : Date:
From: Subject:
Signed
Report headings
Title To From Date Table of contents Executive summary Terms of reference Findings Conclusion Recommendation Appendices Bibliography
Notice and Agenda headings
Notice and Agenda for … LTD
The AGM of …..LTD will take place in/on…..
The agenda is as follows:
1.
2.
3.
Signed
Minutes headings
Minutes for…LTD
The AGM of.. took place in/on…..
The minutes are as follows:
1.
2.
3.
Signed
Factors to consider when choosing a method of communication
Cost Urgency Confidentiality Nature of message Legal requirements
Barriers to effective communication
Language e.g. Jargon Prejudice-personal bias Info overload Timing-sent too late Poor listening
How to overcome barriers to effective communication
Language-clear and simple
Prejudice-train staff to be understanding
Info overload-short and to the point messages
Timing-plan and send on time
Poor listening-ask receiver questions
Principles of Good Communication
use appropriate language read and write well send message on time listen carefully be honest
Electronic Date Interchange
system that links computers of two different companies
programmed to send orders and invoices directly to each other without human involvement
e.g. M&S shirt stocks fall below certain level-order automatically sent
advantages of EDI
reduced paper work
reduced labour costs
Video conferencing
This is a meeting held between people who are in different locations. People sit in front of computers and images and sound are sent to each other as if they are in the same room.
Advantages of video conferencing
reduced travel costs
saves time
Internet
This is a collection of information on any topics that can be access using a computer with internet connection. Many businesses have a website which represents this business online.
Advantages of Internet
Advertise and raise brand awareness
Increased sales
Better decisions
send a typed message from one computer to another using internet
Advantages of email
Reduced business costs
Faster
Disadvantages of email
Security
Virus
Benefits of good communication from a manager
reduced conflict
less errors
low staff turnover
high staff morale
costs of technology
Capital investment
Redundancies
Opportunities of technology
Increased sales
new product development
cost savings
General Data Protection Regulation
gives individuals rights and greater control over their data
imposes greater obligations on organisations that collect this data
GDPR:obligations of businesses
Obtain info fairly and openly
Delete info once no longer needed
keep data safe and secure
Give copy of personal data to person who asks for it-within 40 days (6.35)
GDPR:rights of individuals
Get a copy of data.
Have any errors corrected/deleted
Remove details from direct marketing list-within 40 days
Compensation if mishandled
obtain details about how their data is processed
have their data erased-no legitimate reason
Data Portability-obtain data and transfer to another organisation
object to processing of data in certain circumstances.
Data Protection Commissioner Functions
Investigate complaints
Force data controllers to give info-gives written ‘information notice’ (offence not to obey)
Force data controllers to correct/delete-‘enforcement notice’
Keep register of data controllers-allows public to see who has their personal information
