Ch 7. Management Skill of Communication Flashcards
Communications
The transfer of information between people
Formal communication
Pass through the approved channels of communication, e.g. Memos, meetings
Informal communiacation
Communications that exist within every organisation and industry
Skills needed to communicate effectively (7)
- Speech
- Listening
- Give and receive feedback
- Write clearly
- Read and understand
- Select the best medium
- Use IT
Why is communication important in business
All stakeholders can be affected by the quality of communications flowing internally and externally about the business
Communication between internal stakeholders (3)
- Employees and managers
- Managers
- Investors
Communication with external stakeholders (4)
- Customers
- Suppliers
- Government
- Society
Communications medium
The method used to send a message or data
External communications
Used to communicate with people outside the business, e.g. Customers, Suppliers, Investors
Internal communications
Used to communicate between staff in the same business
Communication channels
Routes in an organisation through which information flows between people
They can be upward, downward, horizontal, formal or informal
Upward communication
Staff reporting up the chain of command to their supervisors and managers
Downward communication
Messages sent down the chain of command from managers to their subordinates
Horizontal communication
Travel between people of the same rank and authority in the chain of command
Business meetings
Occur when two or more people get together to communicate with each other
Business meetings are held to.. (3)
- Provide information and pass on instructions to staff
- Discuss an issue and share ideas
- Make a decision
Main types of meetings (4)
- Formal meetings
- AGM’s
- EGM’s
- Ad hoc meetings
Formal meetings
- Highly structured because they are planned and run according to agreed procedures
- Usually involve a chairperson and a secretary who takes the minutes of the meeting
AGM’s
- Annual General Meeting
- Meetings open to all shareholders of a company
EGM’s
- Extraordinary General Meetings
- Called to discuss a very important or emergency matter that cannot wait until the next AGM
Ad hoc meetings
Take place at short notice to deal with a problem or issue that has arisen
Elements of a formal meeting (6)
- Chairperson
- Secretary
- Agenda
- Notice
- Quorum
- Minutes
A chairperson
Responsible for the correct running of a meeting
Duties of a chairperson (7)
- Set an agenda
- Open the meeting
- Follow the agenda
- Enforce standing orders
- Facilitate contributions
- Keep order
- Call for votes
A secretary
Responsible for notifying participants in advance about the meeting
During the meeting, the secretary takes notes of the decisions made during the meeting
Minutes
A written record of what was discussed and decided at a meeting
Duties of a secretary (3)
- Before the meeting
- Sends a notice and copy of agenda
- Arranges venue
- During the meeting
- Reads out previous minutes
- Takes notes
- After the meeting
- Writes up the minutes
- Arranges the next meeting
Documents for meetings (3)
- Notice
- Agenda
- Minutes
An agenda
A summary list of all the items to be dealt with at the meeting
Advantages of meetings (4)
- Clear understanding
- Positive relationships
- Issues dealt with quickly
- Easy feedback
Disadvantages of meetings (4)
- Time costly
- Forgotten details from lack of record
- Complex information difficult to transmit
- Misunderstanding
Memo
- Memorandum
- Short written notes about one particular issue
- Brief
Press releases
Written communications sent to journalists by organisations or individuals wanting to get publicity for an announcement or to respond to negative publicity
A reort
Written document about a specific topic or issue presenting information, evaluation and recommendations to the specific person or group who requested it
Reports are used for…(4)
- Investigating an incident and explaining what happened
- To solve a problem
- To identify possible courses of action and their implications
- To monitor progress
Qualities of a good report (3)
- Gathers relevant information
- Provides good analysis
- Assists management decision-making
Advantages of reports (4)
- Gathers relevant information
- Provides detailed research
- Assists management decision making
- Leaves managers more time when compiled by outside experts
Disadvantages of reports (3)
- Too long
- Used to postpone dealing with issues
- Ignored
Types of visual communications (8)
- Pie charts
- Pictograms
- Line graphs
- Bar charts
- Gantt charts
- Organisational charts
- Break-even charts
- Graphic design
Benefits of visual communication (3)
- Improves presentation
- Simplifies information
- Speeds up the understanding
Pie charts
Compare different categories in segments
Pictograms
Diagrams that use small pictures to represent different quantities of people or objects
Line graphs
Use a line to show the change in figures over a period of time
Bar charts
Used to compare large numbers of different categories
Gantt charts
Illustrates the amount of time taken to complete work compared to the amount of time originally planned
Organisational charts
Show who does what and how different people in the organisation are connected
Break-even charts
Show what levels of sales must be achieved before a product will break even and begin to make a profit
Graphic Design
Using computer software to make it easier for businesses to communicate
Effective communications involve.. (4)
- Sender
- Message
- Medium used
- Receiver
Sender must be …
Timely: choose the right time
Messages must be… (3)
- Accurate
- Brief
- Clear
Medium used must be… (5)
- Appropriate
- Fast
- Low cost
- Provide a record
- Satisfy legal requirements
Receiver should give..
Feedback
ICT
- Information and communication technology
- The use of computers, telecommunication and electronics to gather, store, process and distribute info
The internet
An international network of computers connected through the telephone network
Intranets
- Internal Computer Networks
- Networks of computers within a business
EDI
- Electronic Data Interchange
- Automated stock ordering system that allows orders to be placed automatically from a computer in one business to another using the Internet
Video conferencing
Type of meeting where participants can see and hear each other through the use of video cameras, telephone links and monitors
Benefits of ICT to business (6)
- Faster communications
- Advertising
- Stakeholder relations are enhanced
- Reduced marketing costs (online purchasing)
- Reduced staff travel costs
- Staff motivation (teleworking)
Risks of ICT to business (4)
- Information security (vulnerability)
- E-crime (credit card fraud)
- Business disruption risks (faults)
- Expensive
Data Protection Acts 1988 & 2003
Require that any organisation storing info on other people on computer or in manual files must ensure that the info is accurate and kept up-to-date
A data subject
Anyone who has info held about them on someone else’s computer
Data controllers
People or organisations who keep info about other people on their computers
Rights of data subjects (4)
- To access files
- To correct errors
- To compensation for inaccurate info causing harm
- Not to be subject to automated decision making
Responsibilities of data controllers (6)
- Obtain info fairly
- Info used for specific purpose given
- Info stored securely
- To give access to subjects
- Keep info accurate
Data Protection Commissioner
Responsible for ensuring that the Data Protection Acts 1988 & 2003 are obeyed
Responsibilities of the Data Protection Commissioner (4)
- Prove info on Acts
- Maintain register of organisations that hold info
- Help businesses to develop codes of practise
- Investigates complaints
