Chapter 7-Communications Flashcards
Communication
Communication involves transferring information from one person to another
Turn an idea into a message
Pick an appropriate medium to send the message
Receiver must interpret the message and act accordingly.
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Internal Communication and example
Communication between two or more people inside a business. Notice board Face to face Email Intercom Meeting Memo
Upward Internal Communication
Communication from a lower level in the organisation to a higher level. EG Employee to Manager
Downward Internal Communication
From higher to lower level. EG Manager to Employee
Horizontal Internal Communication
Between people at the same level. EG Employee to Employee
External Communication
Communication between the business and people outside the business.
External Communication examples
Banks - Entrepreneur applies for a bank loan.
Suppliers - Manager orders goods from supplier.
Customers - Marketing manager writes to customers.
Government - Business sends information to Revenue.
Public Relations - PRO holds a press conference and talks to the media.
Advantages of Written Communication
Permanent record and proof of the communication.
Message can be read again to help understand any complex ideas.
Email makes written communication fast
Disadvantages of Written Communication
Feedback is slower
Risk of information overload (recieving too much information)
Written Communication Examples
: Email, Memo, Letter, Reports, Business Documents (Invoice, order etc)
Advantages of Oral Communication
It’s a quick form of communication. You get an instant response.
Any confusion can be easily explained.
It’s good for reaching agreements.
It allows for body language, emotion and tone.
Disadvantages of Oral Communication
No Record or proof of communication
Oral communication is so quick it may come out wrong.
Receiver might not listen.
Oral Communication examples
Meeting, Phone, face to face, Video-conference, intercom.
Advantages of Visual Communication
Useful for analysing statistics
Pictures make things easier to understand
Keeps the receiver’s attention
Disadvantages of Visual Communication
Not sufficient on its own
Needs to be accompanied by written or oral
Visual Communication Examples
Bar chart, Pie chart, Line graph, Breakeven chart
Reports
A written document in which one person sets out the findings of an investigation into a certain issue and makes recommendations to solve the issue.
Reports Objectives
To give information - EG Annual report to shareholders
Investigate an incident - EG Accident in work
Come up with solutions - EG How to save money
Convince the reader to take a particular course of action - EG Publicans drew up a report to try stop the smoking ban.
Layout of a Report
Title - Sets out objectives, Name of author and name of person who commissioned (asked for) the report.
Contents
Executive Summary - Briefly points out major findings
Terms of Reference - Issues the report writer was asked to investigate
Findings
Conclusions and Recommendations -
Appendices - Extra information attached. Used to include statistics and other more detailed information useful to the reader.
Bibliography -Sources of information used by the writer.
Types of Meetings
EGM
AGM
Board Meeting
Ad Hoc Meeting
Advantages / Purpose of Meetings
Save time - Instead of telling people information individually they can be brought together and told at the same time.
Solve Problems - Face to face communication is more personal and better way to build a rapport with someone. This makes it easier to reach an agreement.
To Make Better Decisions- More people together can come up with better ideas. ‘Brainstorming’
Essential elements of Meetings
Well Planned a notice, an agenda A Chairperson and Secretary are needed. A quorum Minutes
Characteristics of a Good Chairperson
Impartial - Show no bias
Tactful - Chairperson has to keep control and ensure one person does not dominate but the chairperson has to do this without being rude.
Speaks Clearly
Knows the rules - If a problem arises the chairperson needs to know the rules for dealing with it.
Secretary
Responsible for all the organising, administration and paperwork associated with the meeting.
Organise the venue
Send out notice and agenda
Record the minutes
Deal with all correspondence arising from the meeting
Advise and assist the Chairperson
Chairperson
Every meeting needs a chairperson to start it, run it, control it and end it.
Make sure quorum is present
Open the meeting by running through the agenda in order
Maintain proper order throughout, make sure everyone stays on topic
Call for a vote on a motion (a particular topic)
Use their casting vote if it’s tied
Close the meeting and ensure agenda has been covered
Characteristics of a Good Secretary
Good Organiser - Venue, notice, agenda
Good Writer - Notice, agenda, minutes, letters
Good Summariser - Minutes
Visual Communications and evaluation
Bar Charts
Pie Charts
Line Graphs
Visual communication is good for illustrating trends and statistics
Make it clearer for the receiver to understand
Choosing a Method of Communication
Cost - Business is about making profit so you must choose a method that keeps costs low EG Email
Urgency - How urgent is the message? If it must get to the receiver quickly you must choose the fastest method available. EG Phone
Need for confidentiality - If the message is private, sensitive or contains top secret information maybe face to face conversation is most appropriate.
Length / Content of the message - If the message is long and complex then choose appropriate method EG written
Legal Requirements - Law might dictate what communication is required EG Buying a house requires written communication.
Barriers to effective Communication and how to Overcome them
Language - Use of difficult words or jargon can make it difficult for the receiver to understand the message. Jargon is technical language used in a specific industry. This can be overcome by using clear simple language appropriate to the receiver.
Prejudice - If the receiver has a personal bias against the sender they may not fully listen. This can be overcome by training staff to be more tolerant and understanding.
Information Overload - If the message contains too much information it is hard to understand. This can be overcome by sending shorter messages that are to the point.
Poor Listening skills - Some people don’t listen properly, this can be overcome by asking questions to make sure the receiver is listening and understanding.
Timing - If the message is sent too late then the receiver won’t be able to act upon the information. This can be overcome by planning the communication in advance.
Lack of trust - If the receiver doesn’t trust the sender to tell the truth she will not listen to the message. This can be overcome by being honest and building trusting relationships.
Electronic Data Interchange (EDI)
System that electronically links the computers of two or more companies. Automatically send documents to one another (invoice, order etc) It can be used to manage stock levels accurately.
Electronic Data Interchange (EDI) Advantages
Environmentally friendly, no need for paper documents.
Makes employees jobs redundant and saves money in the long run
No time delays so stock is received quicker
Video Conferencing - Skype, FaceTime etc
Advantages
Saves time - Managers can focus on more important tasks
Save Money - On travel expenses
Advantages of the internet
Advertise cheaply and to a global audience on Social Media
E-Commerce, Sell goods online to global market
Use the internet to obtain information to make better decisions.
Advantages of Email
Saves postage and stationery costs
Message sent instantly
Problems with Email
Other person needs Computer/Phone with internet
Internet not always secure and risk of hacking
Some emails contain viruses
‘Data Controller +Data Subject
Business is known as a ‘Data Controller’ and customer is ‘Data Subject’ when information is held about you on computer, in a filing system or any recordings held of you.
Rights of Data Subjects
Get a copy of the data clearly explained including any opinions held about you
Have any errors corrected or deleted if there is no valid reason to hold the information. Data Controller has 40 days to comply.
Remove your details from direct marketing lists. TEXT STOP
Right not to be subject to automated decisions about you and have a human involved in the process.
If you suffer any damage as a result of mishandling you have the right to compensation
Obligations of Data Controllers
Obtain information fairly and openly. They must tell you what the information is for and who will get to see it.
Keep information safe and secure. Use passwords, not allow visitors to the office see computer screens, dispose of information securely and properly.
Delete information they no longer need. Regularly purge files.
Give a copy to data subject who asks for it clearly presented. Can charge up to E6.35
Data Protection Commissioner
Investigates Complaints. Firstly try get the parties to reach an amicable agreement. If this doesn’t happen the they will examine the evidence and make a decision. Can also launch their own investigations if they feel the law has been broken.
Force data controllers to give information they need to carry out investigations. Issue a written ‘information notice’
Force data controllers to correct or delete data by issuing a written ‘enforcement notice’
Keep a register of data controllers so the public knows who has their data. Some organisations have to register with the commissioner. Financial institutions, public bodies, direct marketing companies et al
