Topic 10 January 17, 2018

Topic 10 Communicating with other people

Communication is the transferring of a message from a sender

(transmitter) to a receiver, who understands the content of the
message.

The message is the information or instructions being passed by the

sender to the receiver.

Effective communication in business is vital for business success.

Information that has been sent must be understood and acted on in
the manner intended, otherwise confusion and inefficiency may
arise.

Effective business communication is comprised of 4 features:

1. A transmitter
2. A receiver
3. A medium of communication - the method used to send a message
e.g. letter / meeting.
4. Feedback - the reply from the receiver, indicating that the message
has been received, understood, and acted on, where necessary.

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Topic 10 January 17, 2018

Formal & Informal Communication

Formal: Channels of communication set and recognized by an

organization as ‘official’ means of communication. Language used is
professional.

Informal: Aka the ‘grapevine’ - social networks and informal

meetings. Language is casual. These can be powerful means of
transmitting information and testing reactions. Informal
communication channels can be beneficial or harmful to an
organization.

The direction of communication

Downward vertical communication: One-way communication

from managers to subordinates when feedback is not required.
May be distorted if too many levels in the hierarchy.

Upward vertical communication: messages or feedback from

subordinates to managers. Can be very valuable.

Horizontal or lateral communication: Communication between

people on the same level in the hierarchy, in different
departments. May be conducted along formal or informal lines
and may be supportive or confrontational.

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One and Two-Way Communication

One-Way Communication: does not require a response

Two-Way Communication: the receiver gives a response; both sender

and receiver are involved in the communication process.

Whilst there are instances in which One-Way Communication is

appropriate, Two-Way is generally better as it:

1. Allows sender to be sure that the message has been understood

and acted upon where necessary
2. Motivates the receiver as he/she feels part of the process. The
receiver may have valuable input to make to the issue.

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Internal & External Communication

Internal: Within the organization Page 178 Borrington

External: With stakeholders outside the organization Page 182 Borrington

The methods of communicating with internal and external stakeholders

may differ; however it is vital that ALL communications are effective in
order to avoid serious negative consequences (imagine if the messages in
the examples referred to in the textbook (noted above) were not effectively
communicated)!

Media (methods) of communication

3 broad categories of communication:
1. Verbal (oral)
• One-to-one or face-to-face;
• Telephonic;
• Video conferencing (between people in different locations);
• Meetings - refer to pages 12 to 15;
• Team briefings.

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2. Written
• Business letters - internal or external (see examples on next
pages);
• Memos (memoranda) - nowadays many memos are sent
electronically through an intranet or via email (see example next
pages);
• Reports - detailed documents about a particular topic; used by
management in decision-making. Usually written in a formal style
in a prescribed format;
• Notices - used for internal communication. The problem is, many
people may not read these; Thurs Wk 11

• Faxes (facsimile messages) - sent electronically via telephone

lines;
• IT-based methods (electronic) - email; skype; sms (text
messaging); internet; social networking; intranet - for internal
communication whereby computers within a business are
networked and can communicate with one another.

3. Visual - films; videos; PowerPoint presentations; posters;

charts, graphs & diagrams; photographs and cartoons.
See page 121 Borrington for details
In choosing a method of communication, the sender must Refer to page 9
consider the advantages & disadvantages of each method.

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Topic 10 January 17, 2018

Letter to a known person

Arrow Communications (pvt) ltd

Tel: +263 4 589023 Fax: +263 4 589024 email: arrowcomm@mweb.com

5 Msasa Lane
Borrowdale
Harare
Zimbabwe
Mr. P.D. Lee
Marketing Manager
Shanghai Corporate Accounting
Corporate House
Hongqiao Road
Shanghai
China

10 May 2012

Dear Mr Lee,

Re: Brochure
Content (Formal, polite, clear, simple) Intro
Body
Response mechanism Conclusion including response mechanism

Yours sincerely

Your name
Job title

Directors: Mr. P. Son, Mr. A.N. Other

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Topic 10 January 17, 2018

Letter to an unknown person Fri Week 10

Arrow Communications (pvt) ltd

Tel: +263 4 589023 Fax: +263 4 589024 email: arrowcomm@mweb.com

5 Msasa Lane
Borrowdale
Harare
Zimbabwe
Shanghai Corporate Accounting
Corporate House
Hongqiao Road
Shaghai
China

10 May 2012

Dear Sir or Madam,

Re: Brochure

Content (Formal, polite, clear, simple)

Response mechanism

Yours faithfully

Your name
Job title

Directors: Mr. P. Son, Mr. A.N. Other

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Topic 10 January 17, 2018

Memos
• For internal communication.
• Used to ask questions, give instructions, pass on info. etc.
• May be written or typed on memo letterhead stationery which
usually contain the business logo.
• Can be less formal than a letter, but one must always consider the
level of the person receiving the communication.

Arrow Communications (pvt) ltd

Internal Memo
To: Sales Manager
From: Marketing Director
Date:
Subject: Meeting

Just to remind you that the meeting regarding the

new campaign will be held in the Conference
room at 2.30 on Friday.
I look forward to your contribution regarding the
new market segment.

Thanks for your help with this.

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Topic 10 January 17, 2018

Advantages & disadvantages of methods of communication

Summarise from pages 119, 121, 122 183-185 Borrington

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Importance of feedback

Speed Cost

Factors to consider when choosing a method of communication

See page 118 for details

Message details The receiver/s

Importance of a written record Leadership style

Activity 12.4 page 187 Borrington

N.B. It is important to remember that the method of communication and

the style, tone and language used in communication may differ
depending on:

• The people involved - senior staff members / friends / employees /

lender / government / suppliers / local community.
• The context
• The situation
Consider examples

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Topic 10 January 17, 2018

Barriers to effective communication

(Aspects that hinder effective communication)
(for details, and ways to overcome these see table, page 125 Borrington)

Medium:
Sender:
Wrong channel used
Poor attitude or body language
Technical breakdown
Unclear message
Message lost
Message too long
Too many links in the chain of communication
Sent to wrong person
causes broken telephone effect

Receiver: Feedback:
Lack of trust in sender Not asked for
Poor attitude Not sent
Not listening or not paying Lost
attention Unclear

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Ways to overcome barriers to effective communication

Barrier Ways to overcome barrier

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Topic 10 January 17, 2018

The importance of planning for a meeting

Careful preparation is needed both before and between

meetings in order that:

• The correct people are identified as needing to be at the

meeting.
• All those who need to be at the meeting are aware of it.
• All participants are clear as to when & where the meeting will
take place; the topics to be discussed and any preparation
they may have to do.
• Sufficient time is given in terms of notice.
• The meeting runs smoothly and stays on the topics at hand.
• Topics get discussed adequately and action points are drawn
up so as all participants know what they need to do before the
next meeting.

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Topic 10 January 17, 2018

The following documents assist in achieving the afore-mentioned

points:

1. Notice of the meeting

This needs to sent to all those identified as needing to be at the

meeting, with sufficient time in hand before the meeting for any
and all preparation to be done by participants, and for travel
arrangements to be made if necessary.

It is usually sent out on a letterhead as a formal document and

includes:

• Department/s involved
• Participants invited
• General theme
• Purpose of the meeting
• Specific topics to be addressed
• Venue
• Date and time
• (A reminder may be sent out closer to the time)

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2. Agenda

This is a formal document which lists the topics to be discussed.

It includes:

• Department/s involved
• Venue
• Date and time
• Participants invited
• Who the meeting chairperson is to be
• General theme
• Purpose of the meeting / objectives
• Specific topics to be addressed listed in numerical order;
along with participants responsible for presenting particular
topics or leading discussion on these.
• An estimated time-frame for the meeting, broken down by
topic, may be given.

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Topic 10 January 17, 2018

3. Minutes

A person will be delegated the task of keeping a record of the

meeting in terms of what was said and by whom, and action
points decided on.

This is a formal document which is circulated to all participants

after the meeting, with a copy kept on file for reference
purposes.

Evaluating the effectiveness of a meeting

A meeting is effective if the purpose is achieved.

Most meetings are effective to a certain extent in that some of

the objectives are met; however, it is common for participants to
get side-tracked. A good chairperson will help to avoid this by
steering delegates back 'on track' in order that the objectives /
purpose of the meeting are achieved.

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