Communication- Management skill Flashcards
What is communication?
Communication involves transferring information from one person to another
Name two types of communication
Internal and external communication
Explain internal communications
This is communication between two or more people within the same business
Internal communication can be:
Upward e.g employees giving information to management
Downward e.g management giving instructions to employees
Horizontal e.g employees at the same level discussing issues in a meeting
Explain external communications
This is communication between the business and other people outside the business
External parties include:
Banks, Suppliers, Customers, Government
Give five methods of internal communication
Internal newsletter Notice board Meetings E-mail Intercom system
Give four methods of external communication
Telephone
Internet (Website)
E-Mail
Press Conference
What are the advantages of written communication?
Provides a permanent record of the communication- proof
Can be re-read and reviewed afterwards
Email is a quick and cheap method of communication
What are the disadvantages of written communication?
Feedback is slower than oral communication
Risk of information overload if there is too much information written
Information could fall into the wrong hands
What are the advantages of oral communication?
Quick and easy to get a response
Easy to explain any problems or issues
Able to read body language and show emotion
What are the disadvantages of oral communication?
No record of conversation so no proof it took place
Receiver of the message may not be listening and therefore the message may not get through
What are the disadvantages of visual communication?
Visual communication is not sufficient on its own - it is only an aide for oral or written communication
What are the advantages of visual communication?
Useful for analysing statistics
Makes oral or written communication clearer and easier to understand
What is a memo?
A memo (memorandum) is a short written document used for internal communication
What is a business letter?
A business letter is a detailed written document sent between businesses
They are formal in nature and must be laid out in the correct way
What is a report?
A report is a written document in which one person sets out the findings of their investigation into a certain issue
Give four objectives of a report
To give information on a specific topic
To investigate an incident
To come up with solutions to a particular problem
To convince the reader to take a particular course of action
What is the layout of a report?
Title of report Table of contents Executive summary - summarises the main findings and conclusion of the report Terms of Reference - sets out the issues that were investigated Findings Conclusions and recommendations Appendices Bibliography
What is a meeting?
A meeting is when two or more people come together for the purpose of discussing a predetermined topic and making decisions
What does AGM stand for
Annual General Meeting
What does EGM stand for
Extraordinary General Meeting
What is an AGM?
Held once a year. Used by the board of directors to give shareholders an update on how the company is doing. Present a copy of the financial statements to shareholder. Gives opportunity for questions.
What is an EGM?
This meeting is used to discussing an urgent matter and is called at short notice to deal with the issue.Nothing else is discussed. Directors can call meeting when they see fit.
What is a statutory meeting?
This is the very first meeting of a company that is held when the business is first set up. Shareholders are given information about the setting up of the company. Called by directors of a company only - within a time limit.
Explain a board meeting
Held on a regular basis. Board members meet to discuss and make decisions on the running of the business- set goals and devise strategies
Give three advantages of meetings
Meetings save time- not individually telling people, group- all at same time
Useful for solving problems - Face to face meeting more personal. easier to reach agreement
Allows for better decision making- Each person brings different knowledge and experience. Can build on ideas of others- brainstorming.
Explain the term notice in terms of a meeting
A written document sent out by the secretary setting out the date, time and venue of a meeting and is sent to anyone who is entitled to attend a meeting
Explain the term agenda in terms of a meeting
A written list of all topics to be discussed at a meeting. It should be sent out before the meeting
Explain the term quorum in terms of a meeting and why it is important
The minimum number of people that must be present at a meeting for it to take place . Stops decisions being made by a minority of those who could attend. Ensures topics are well discussed
Explain the term minutes in terms of a meeting
A summarised written record of what was discussed and decided on at the meeting
Who is the chairperson? and what are their functions.
This is the person who runs the meeting. They:
Ensure the quorum is present
Start the meeting
Maintain order during the meeting
Call a vote on a motion
Use their casting vote if the vote is tied
Close the meeting
Who is the secretary? and what are their functions
This person is responsible for all the organisation, administration and paperwork associated with the meeting. They: Organise venue for the meeting Send out notice and agenda Record the minutes of the meeting Deal with any correspondence Advise and assist the chairperson
What is taken in account when choosing a method of communication?
Cost Urgency of the message Need for confidentiality Nature of the message Legal requirements
What are the principles of good communication?
Use appropriate language Ability to read and write well Send the message in time Listen carefully to the message Be honest and trustworthy with what you are saying
What does EDI stand for
Electronic data interchange
What is EDI?
This is a system that electronically links the computers of two different companies.
The computer is programmed to send standard documents (e.g order, invoices) directly from one to the other without the need for human involvement
Example: IfTescos stock of Heinz Beans falls to a certain level ( tracked by barcode), the computer automatically sends an order to Heinz for more beans
What are the advantages to EDI?
Reduces need for paper documents- communication sent and stored electronically. Helps business fulfil environmental responsibilities
Reduces staff wages bill -No employees to process stock orders. Makes employees redundant.
Quick and easy- Automatic and no postal delay. Business will receive new stock faster.
What does ICT stand for?
Information communications technology
What is video conferencing and give some advantages of it.
This a meeting held between people who are in different locations using the internet and a computer, tablet or smartphone e.g Skype, FaceTime
What is the world wide web?
The world wide web is a vast collection of information on millions of topics that you access on any device that has an internet connection
What does www stand for
world wide web
What are the advantages of the World Wide Web?
Advertise and increase brand awareness- advertise on website and social media. Leads to better known brand name. Can reach global audience
Increase sales / access to a bigger market- e- commerce. Website- customers from all over the world. Saves money- no need to open shops all over world
Increased access to information (better decision making)- Information can be found on anything, Download information
Explain e-mail (electronic mail)
An e-mail is a typed message directly sent from one computer to another computer via the internet
Give some advantages to e-mail
Advantages:
Saves money- No money spent on stationery. Can send as many as needed with one broadband fee
Quick and easy form of communication- Sent and received instantly. Can get instant reply.Saves time
What is the layout of a memo
To: Date: From: Subject Memo content Signed: -------:
What is the format of a business letter
Your reference(initials of company/numbers/year) Our reference Date Name, title and address of receiver Re: Salutation- Dear sir, madam/dear Mr/Ms X Paragraph 1 - purpose of letter Paragraph 2 - main body Paragraph 3 - what you want to happen now Yours faithfully/sincerely Signature
Draft a sample Notice and agenda for a private ltd company
Notice and agenda for Alpha Ltd The Annual General Meeting of Alpha Ltd will take place in the Sea hotel, Hazel Road, Limerick at 3:00pm on the 1st of July 2022 The agenda is as follows: 1. Minutes of the 2021 AGM 2. Matters arising from minutes 3. Chairperson's report 4. Auditor's report 5. Dividend for 2022 6. Election of new directors 7. Any Other Business Signed ------ Secretary
Draft a sample notice and agenda of a club
Notice and agenda for Foot Fc The Annual General Meeting of Foot Fc will take place in the Clubhouse at 7:00pm on the 1st of July 2022 The agenda is as follows: 1. Minutes of the 2021 AGM 2. Matters arising from minutes 3. Club Chairperson's report 4. Club treasurer's report 5. Club subscriptions for 2023 6. Election of new president 7. Any Other Business Signed ------ Secretary
What are the characteristics of a good chairperson
Impartial,
Tactful,
Speaks Clearly,
Knows the rules
Explain impartial as a characteristic of a good chairperson
Must be unbiased
Must be fair to all sides regardless of their views
Must give everyone equal opportunity to speak
Explain tactful as a characteristic of a good chairperson
Must take charge and ensure people don’t talk too long
Must ask them to stop politely- be pleasant but firm
Unpleasantness may mean other speakers may not share their views
Explain speaks clearly as a characteristic of a good chairperson
Chairperson is in charge of the meeting
Important everyone can hear and understand them
Helps ensure they obey all instructions so meeting runs smoothly
Explain knows the rules as a characteristic of a good chairperson
Must know rules of running the meeting
I problems arise they use this knowledge
will know how to handle them according to rules
What are the characteristics of a good secretary
good organiser
good writer
good summariser
Explain good writer as a characteristic of a good secretary
Has a lot of writing to do before, after and during the meeting.
Must have clear legible handwriting - if hand writing
Must ensure everyone can understand what she writes
Explain good summariser as a characteristic of a good secretary
Must prepare minutes of each meeting
Important they can identify important points raised at meeting
minutes be good enough for someone who missed the meeting to understand what happened at it.
Know the minutes of a meeting for Foot Fc
On whiteboard
Know the minutes of a meeting Alpha Ltd
On whiteboard
Discuss cost as a factor to consider when choosing a method of communication
Must use a method to keep costs low
Ex: of effective but inexpensive method is e-mail- business can send unlimited messages at a fixed broadband fee.
Aer Lingus e-mails its customers with special offers. More cost effective than letters
Discuss urgency as a factor to consider when choosing a method of communication
If message is urgent and needs to get to recipient immediately- fastest form of communication is needed
Telephone
Sending a letter is one of slowest methods
Ex: Manger urgently needs more stock - phone the supplier
Discuss confidentiality as a factor to consider when choosing a method of communication
If message is private must use a confidential method
Ex: Manger was sacking an employee
Face to face conversation is most confidential
Discuss nature of message as a factor to consider when choosing a method of communication
Contents of message can determine method used
If message is long, complex and detailed written communication is best.
If proof of communication is needed must use communication that keeps a record- written communication
Discuss Legal requirements as a factor to consider when choosing a method of communication
Law of a country might determine the method of communication
ex: Ireland for an agreement to buy a house to be a legal contract it must be written down
Discuss language as a barrier to communication and how it is overcome
If sender uses difficult words in her message the receiver may not understand
The message will not be received and cannot be acted upon appropriately
If argon(technical specialised language) is used receiver will not understand.
Overcome- use simple, clear language appropriate to the receiver
Discuss prejudice as a barrier to communication and how it is overcome
If receiver has personal bias against person sending message
May not listen to message because of this prejudice
Overcome: Training managers to be more tolerant and understanding of other people
Discuss information overload as a barrier to communication and how it is overcome
Too much information can make it hard for the receiver to take in.
May get lost and frustrated
May tune out and give up trying to understand
Overcome: Send short, snappy, to-the-poing messages
Discuss poor listening skills as a barrier to communication and how it is overcome
Some people do not listen properly
May be thinking about they will say next or could be distracted or bored
do not receive information properly
Overcome: By asking questions to ensure they are listening and understanding
Discuss timing as a barrier to communication and how it is overcome
If message is sent to late it is useless
May be unable to act upon it in time
Overcome: Planning communication carefully so adequate time is given to prepare and sent message and for receiver to understand it fully
Discuss lack of trust as a barrier to communication and how it is overcome
If receiver cannot trust sender may be problem
Receiver will not listen to message let alone act on it.
Overcome: Building long term trusting relationships and using communications training
What are the advantages to videoconferencing
Reduces travel time and expenses - Can devote this time to other tasks to make business succeed .
Saves money- No paying for expenses associated with managers travelling. Lowers costs and increases profits
Give some disadvantages to email
Sender and receiver needs access to a device connected to the internet - may not have access
Not secure- can hack into computer. May be sent to wrong address
Spam e-mails / viruses- When opened can destroy business’s computer system
What is the Name of the Act
Data Protection Act 1988/2003
What is the GDPR
In May 2018, the General Data Protection Regulation (GDPR) was introduced to enhance current data protection laws in the European Union.
List the rights of a data subject
Get a copy of data
Have any errors corrected or deleted
Remove your details from direct marketing list
Right not to be subjected to automated decision making
Compensation
List the obligations of data controllers
Obtain information fairly and openly
Keep the information safe and secure
Delete the information once it is no longer needed
Give a copy of personal data to any data subject who requests it
What are the functions of the Data Protection Commisioner
Investigate complaints
Force data controllers to give them any information
Force data controllers to correct or delete personal data
Keep a register of data controllers
Explain get a copy of the data as a right of a data subject
Have a right to be given copy , explained clearly off all personal data kept on you.
Request this in writing usually
Can also ask data controller to inform you of any opinions given about you he holds
Explain have errors corrected or deleted of the data as a right of a data subject
If personal details held about you are not factually correct you can ask data controller in writing to change or delete that
if you feel there is no valid reason for holding your information you can ask it to be deleted
data controller has 40 days to do as you ask
Explain remove details from direct marketing list of the data as a right of a data subject
If data controller has your personal details for direct marketing purposes you can ask for them to be removed
You do this in writing
Data controller must let you know within 40 days if they have dealt with request
Explain right automated decisions making of the data as a right of a data subject
You have right to not allow a computer to generate important decisions about you based on your details
Have a right to have a human being involved in the process of making decisions
Explain obtain personal information fairly and openly as an obligation of a data controller
When asking for your information, controller must identify themselves.
Must tell you what information they want for and who will get to see it.
Explain keep information safe and secure as an obligation of a data controller
Controller must take appropriate security measures to protect against loss of personal details
All computers must be password protected.
All print outs of information must be disposed of carefully.
Access to data is restricted to staff on a need-to-know basis
Explain Delete information when it is no longer needed as an obligation of a data controller
Controllers may not keep personal data once the purpose which it was collected for has ceased
Must be deleted
Should regularly purge files- ensure information is not kept any longer than needed
Explain give copy of personal data to person who requests it as an obligation of a data controller
Must give individual copy of data within 40 days of request
Information must be presented clearly
Can charge a fee but can be no more than max €6.35
Explain Investigate complaints as a function of the data protection commissioner
Must investigate any complaints from individuals who feel their information is not being treated according to the act
First tried to get parties to find an agreeable resolution
Secondly they will make decision on matter
Explain force data controllers to give them information as a function of the data protection commissioner
Has power to ask any person to give them whatever information they need to carry out their functions
Gives written information notice
It is an offence to disobey
Explain force data controllers to correct or delete personal data as a function of the data protection commissioner
Has power to make data controllers obey law
Give an enforcement notice
It is an offence not to correct or delete data
Explain keep a register of data controllers as a function of the data protection commissioner
Keeps list of all data controllers except exemptions
Allows public to see who has their information. Anyone can see the register online or at the Data Protection Commisioner’s office
Evaluate the Data Protection Act
Protects data subjects because:
They are entitled to see information about them held on computer or on file and correct error or delete them- They will not suffer from incorrect information
If they lose out because of inaccurate information they are entitled to compensation
.Data protection commissioner fights for their rights of access to files and for them to be corrected or deleted
