Unit 3 Management Skills of Communication

Communications
Learning Objectives
What
are communications?
What
are the methods of communication used by businesses?
What
are the barriers to effective communications?
What
are memos, business letters and reports?
What is communications?
Communications Definition
Communication
is the transfer of information, views and

ideas from one person to another
Two types of communication
Internal Communication
Definition
This
is communication that takes place inside a firm or an

organisation.
Internal communication
examples
Internal Communications
Internal
communications can be:
Upward communications
Upward
communications moves from a lower to a higher level

in the organisation. Employees give information to, ask
questions of and make suggestions to management.
Downward communications
Downward
communications move from a higher to a lower

level in the organisation. Managers give orders, advice and
training to employees.
Horizontal communications
Horizontal
communications moves between people at the

same level. The marketing director and the finance director
meet to discuss next years advertising budget.
External Communication
definition
This
is communication that takes place between an

organisation and people outside the organisation.
External communication examples
Three forms of communication
Oral Communication
Oral
communications involves people or organisations

talking to each other.
Examples of oral communication

Face
to Face
Telephone
Intercom
Radio
Meetings
Seminars
and conferences
Oral Communication
advantages
Advantages of oral
communication
Oral
communication is fast.
Mistakes
and misunderstandings can be corrected

immediately.
It
is easier to reach an agreement when people are talking to

each other.
Feedback
can be received immediately.
Disadvantages of oral
communication
Disadvantages of oral
communication
Some
There
people do not listen carefully.
is often no record of oral communication, so the receiver

may forget what was said.
Written Communication
Examples
Letters,
Pagers, E-mail, Text messages, Memos, Notice board,

Reports, Newspapers, Fax.
Advantages of written
communication
There
is a permanent record of the communication.
The
communication can be studied at the readers own pace

and reread if necessary.
New
technology, e.g. email, means written communication is

very fast.
Disadvantages of written
communication
It
may take longer to get feedback, especially if the

communication is by post.
Too
much written material might be difficult to handle.
Visual Communication
Visual
communication involves presenting information in the

forms of pictures, charts or diagrams.
Advantages of visual
communication
Visual
communication are easy to understand.
Visual
messages are easy to remember.
Trends
and comparisons can be easily made.
Disadvantages of visual
communication
Visual
communication will usually have to be used with

some other form of communication, such as oral or written.
What is a memo?
Memos
A
memo (short for memorandum) is a written document used

for internal communication.
It
is a brief note from one person to another in the business.
Business letters Advantages

Writing
letters is a common form of communication used by

both households and businesses.
Business letters advantages

It
is a quick form of communication.
The
sender has time to prepare the letter properly.
The
cost of sending a letter is relatively cheap.
Business Letter Layout
The reference (RE) is a one-line summary explaining what the letter is

about.
The salutation can be in 3 different forms:
(A) Dear Sir/Madam (B) Dear Mr/Mrs/Ms Smith (C) Dear Peter/Joan
The closing can be one of two types:
(A) Yours faithfully if the person is not known to the sender.
(B) Yours sincerely if the person is known to the sender.
Report writing
A
report is a written document setting out the findings of an

investigation into some issue. It also contains conclusions and
recommendations.
Objectives of a report
Reports
Giving
are used for:
information about the progress of a project, etc.
Investigating
a problem findings are presented and solutions

are put forward.
Providing
a record of an event and explaining what happened

(e.g. an accident).
Structure of a report
1.
Title page: title, writers name, who

report is for, date.
2.
Table of contents: main sections of report, chapters,

page numbers.
3.
Executive summary: summary of main findings,

conclusions, recommendations.
4.
Terms of reference: the purpose of the report; sets out

the guidelines to be followed and the problems to be
addressed in the report.
5.
Findings: Facts discovered are set out in a clear and

logical sequence.
6.
Conclusions: Evidence is assessed and problems

identified.
7.
Recommendations: Course of action to be taken.
8.
Appendices: Extra information as required.
9.
Bibliography: Sources of information used by the writer

of the report.
Meetings
A
meeting is when two or more people come together for the

purpose of discussing a predetermined topic and making
decisions.
What is a Chairperson?
Every
meeting must have a chairperson to start it, run it,

control it and end it.
Duties of a Chairperson
1.
Planning the meeting and drawing up an agenda in

consultation with the secretary.
2.
Running the meeting: opening the meeting, ensuring a

quorum is present and that the agenda is followed.
3.
Maintaining order at the meeting, managing discussion and

ensuring compliance with standing orders.
4.
Putting motions to a vote, having a casting vote in the

event of a tie and announcing the result.
5.
Summarising decisions made and concluding the meeting.
Characteristics of a Chairperson
1.
Impartial
1.
A
Impartial
good chairperson must be unbiased. No matter what her

own views are, she must be fair to all sides.
2.
Tactful
2.
A
Tactful
chairperson should not be rude. She should be pleasant but

firm.
3.
Speaks Clearly
3.
It
Speaks Clearly
is important that everyone present can hear and understand

the chairperson. This helps to ensure that they will obey the
chairpersons instructions and the meeting will run smoothly.
4.
Knows the rules
4.
A
Know the rules
good chairperson must know all the rules for running the
meeting. If any problems arise at the meeting, they will know
exactly how to handle them, according to the rules.
Characteristics of a good
secretary
secretary
1.
Good Organiser
good secretary must book the venue on time so that it is

available for the date of the meeting.
They
must send out the notice and agenda in plenty of time.
secretary
2.
Good Writer
The
secretary has a lot of writing to do before, during and

after the meeting.
It
is important that the secretary can write clearly, so that

everyone can understand the notice, agenda and minutes
properly.
secretary
3.
Good Summariser
The
secretary must prepare a written summary of each

meeting, called the minutes.
It
is important that the secretary prepares a summary that is

good enough to allow someone who was not actually at the
meeting to understand what happened at it.
Minutes of a meeting
Minutes of a meeting
This
is a record of the business transacted at a meeting

written by the secretary. It includes people present, absences,
decisions made, matters discussed and planning for future
meetings.
Standing orders
The
agreed rules for running a meeting.
Types of meeting
Annual
General Meeting (AGM): The meeting of directors

and shareholders held once a year.
Extraordinary
General Meeting (EGM): A meeting of

shareholders to discuss an important matter that cannot wait
until the next AGM.
Recap Duties of a secretary
Modern methods of technology

(ICT)
Barriers to effective
communication
1.
If
Language
the message is to technical it may be misinterpreted.
communication
2.
If
Not listening
the recipient is not listening, the information will not be

received correctly.
communication
3.
If
Timing
the message is sent too late the recipient may not be able
to act on the information.
communication
4.
Wrong medium
The
medium chosen must be appropriate to the message.
communication
5.
No feedback:
The
For
sender may require feedback before taking further action.
example, the marketing manager may require information

from the finance manager before deciding on an advertising
campaign.
Recap
What
are communications?
What
are the methods of communication used by businesses?
What
are the barriers to effective communications?
What
are memos, business letters and reports?

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Communications

are the methods of communication used by businesses?

are the barriers to effective communications?

are memos, business letters and reports?

is the transfer of information, views and

Two types of communication

is communication that takes place inside a firm or an

communications can be:

communications moves from a lower to a higher level

communications move from a higher to a lower

communications moves between people at the

is communication that takes place between an

External communication examples

Three forms of communication

communications involves people or organisations

Examples of oral communication

and misunderstandings can be corrected

is easier to reach an agreement when people are talking to

can be received immediately.

people do not listen carefully.

is often no record of oral communication, so the receiver

Pagers, E-mail, Text messages, Memos, Notice board,

is a permanent record of the communication.

communication can be studied at the readers own pace

technology, e.g. email, means written communication is

may take longer to get feedback, especially if the

much written material might be difficult to handle.

communication involves presenting information in the

communication are easy to understand.

messages are easy to remember.

and comparisons can be easily made.

communication will usually have to be used with

memo (short for memorandum) is a written document used

is a brief note from one person to another in the business.

Business letters Advantages

letters is a common form of communication used by

Business letters advantages

is a quick form of communication.

sender has time to prepare the letter properly.

cost of sending a letter is relatively cheap.

Business Letter Layout

The reference (RE) is a one-line summary explaining what the letter is

The salutation can be in 3 different forms:

The closing can be one of two types:

(A) Yours faithfully if the person is not known to the sender.

(B) Yours sincerely if the person is known to the sender.

report is a written document setting out the findings of an

are used for:

information about the progress of a project, etc.

a problem findings are presented and solutions

a record of an event and explaining what happened

Title page: title, writers name, who

Table of contents: main sections of report, chapters,

Executive summary: summary of main findings,

Terms of reference: the purpose of the report; sets out

Findings: Facts discovered are set out in a clear and

Conclusions: Evidence is assessed and problems

Recommendations: Course of action to be taken.

Appendices: Extra information as required.

Bibliography: Sources of information used by the writer

meeting is when two or more people come together for the

meeting must have a chairperson to start it, run it,

Planning the meeting and drawing up an agenda in