Business Communication 1 Damelin © BCOM IN MARKETING AND MANAGEMENT BUSINESS COMMUNICATION STUDY GUIDE 2022 1 Business Communication 1 Damelin © Copyright © Educor 2022 All rights reserved. No part of this publication may be reproduced, distributed, or transmitted in any form or by any means, including photocopying, recording, or other electronic or mechanical methods, without the prior written permission of Educor Holdings. Individual’s found guilty of copywriting will be prosecuted and will be held liable for damages. Table of Contents 1 About Brand ...................................................................................................................................... 5 2 Our Teaching and Learning Methodology ......................................................................................... 6 Icons .......................................................................................................................................... 8 3 Introduction to the Module............................................................................................................... 9 Module Information .................................................................................................................. 9 Module Purpose ........................................................................................................................ 9 Outcomes .................................................................................................................................. 9 Assessment ................................................................................................................................ 9 Planning Your Studies .............................................................................................................. 10 2 Business Communication 1 4 Damelin © Prescribed Reading .......................................................................................................................... 10 Prescribed Book: ...................................................................................................................... 10 Video link: ................................................................................................................................ 10 5 Module Content .............................................................................................................................. 11 Unit 1: The basic foundation of effective communication ...................................................... 11 5.1.1 Introduction ..................................................................................................................... 11 5.1.2 Effective Communication ................................................................................................ 12 5.1.3 The communication process ........................................................................................... 13 5.1.4 Groups ............................................................................................................................. 15 5.1.5 Categories of communication ......................................................................................... 15 5.1.6 Formal and informal communication .............................................................................. 16 5.1.7 Verbal communication .................................................................................................... 19 5.1.8 Non-verbal communication ............................................................................................. 19 5.1.9 Conclusion ....................................................................................................................... 23 5.1.10 Revision Questions .......................................................................................................... 23 Study unit 2: Spoken communication ..................................................................................... 24 5.2.1 Introduction ..................................................................................................................... 24 5.2.2 Role of voice and language .............................................................................................. 25 5.2.3 Strategies for improvement ............................................................................................ 26 5.2.4 Self-Assessment ............................................................................................................... 27 5.2.5 Direct and indirect communication ................................................................................. 28 5.2.6 Examples of spoken communication in the workplace: .................................................. 29 5.2.7 Training ............................................................................................................................ 30 5.2.8 5.2.9 Coaching .......................................................................................................................... 30 Meetings .......................................................................................................................... 30 5.2.10 Presentations and lectures .............................................................................................. 32 5.2.11 Conclusion ....................................................................................................................... 35 5.2.12 Revision Questions .......................................................................................................... 35 Unit 3 Verbal: Written communication ................................................................................... 36 5.3.1 Introduction ..................................................................................................................... 36 5.3.2 Effective English in the workplace ................................................................................... 37 5.3.3 Types of reading .............................................................................................................. 38 3 Business Communication 1 Damelin © 5.3.4 Types of writing ............................................................................................................... 38 5.3.5 The role of words and grammar ...................................................................................... 39 5.3.6 The layout ........................................................................................................................ 42 5.3.7 Extracting and summarising key information.................................................................. 45 5.3.8 The role of words and grammar ...................................................................................... 50 5.3.9 Conclusion ....................................................................................................................... 62 5.3.10 Revision Questions .......................................................................................................... 62 Unit 4: Understanding the work environment ........................................................................ 62 5.4.1 Introduction ..................................................................................................................... 63 5.4.2 What is work readiness? ................................................................................................. 63 5.4.3 Self-management ............................................................................................................ 64 5.4.4 Maslow’s Hierarchy of Needs .......................................................................................... 65 5.4.5 Self-Assessment – Self-fulfilment .................................................................................... 66 5.4.6 Goal setting...................................................................................................................... 67 5.4.7 Self-Assessment: Goal setting ......................................................................................... 69 5.4.8 Developing filing systems ................................................................................................ 69 5.4.9 Organisational Culture ..................................................................................................... 72 5.4.10 Self-Assessment: Organisational environment ............................................................... 72 5.4.11 Organisational Culture ..................................................................................................... 76 5.4.12 Conclusion ....................................................................................................................... 85 5.4.13 Revision Questions .......................................................................................................... 86 6 References ....................................................................................................................................... 86 1 About Brand Damelin knows that you have dreams and ambitions. You’re thinking about the future, and how the next chapter of your life is going to play out. Living the career, you’ve always dreamed of takes some planning and a little bit of elbow grease, but the good news is that Damelin will be there with you every step of the way. We’ve been helping young people to turn their dreams into reality for over 70 years, so rest assured, you have our support. As South Africa’s premier education institution, we’re dedicated to giving you the education experience you need and have proven our commitment in this regard with a legacy of academic 4 Business Communication 1 Damelin © excellence that’s produced over 500 000 world – class graduates! Damelin alumni are redefining industry in fields ranging from Media to Accounting and Business, from Community Service to Sound Engineering. We invite you to join this storied legacy and write your own chapter in Damelin’s history of excellence in achievement. A Higher Education and Training (HET) qualification provides you with the necessary step in the right direction towards excellence in education and professional development. 5 Business Communication 1 Damelin © 2 Our Teaching and Learning Methodology Damelin strives to promote a learning-centred and knowledge-based teaching and learning environment. Teaching and learning activities primarily take place within academic programmes and guide students to attain specific outcomes. • • • • • A learning-centred approach is one in which not only lecturers and students, but all sections and activities of the institution work together in establishing a learning community that promotes a deepening of insight and a broadening of perspective with regard to learning and the application thereof. An outcomes-oriented approach implies that the following categories of outcomes are embodied in the academic programmes: Culminating outcomes that are generic with specific reference to the critical cross-field outcomes including problem identification and problem-solving, co-operation, selforganisation and self-management, research skills, communication skills, entrepreneurship and the application of science and technology. Empowering outcomes that are specific, i.e. the context specific competencies students must master within specific learning areas and at specific levels before they exit or move to a next level. Discrete outcomes of community service learning to cultivate discipline-appropriate competencies. Damelin actively strives to promote a research culture within which a critical-analytical approach and competencies can be developed in students at undergraduate level. Damelin accepts that students’ learning is influenced by a number of factors, including their previous educational experience, their cultural background, their perceptions of particular learning tasks and assessments, as well as discipline contexts. Students learn better when they are actively engaged in their learning rather than when they are passive recipients of transmitted information and/or knowledge. A learning-oriented culture that acknowledges individual student learning styles and diversity and focuses on active learning and student engagement, with the objective of achieving deep learning outcomes and preparing students for lifelong learning, is seen as the ideal. These principles are supported with an engaged learning approach that involves interactive, reflective, cooperative, experiential, creative or constructive learning, as well as conceptual learning via online-based tools. Effective teaching-learning approaches are supported by: • • • • • Well-designed and active learning tasks or opportunities to encourage a deep rather than a surface approach to learning. Content integration that entails the construction, contextualization and application of knowledge, principles and theories rather than the memorisation and reproduction of information. Learning that involves students building knowledge by constructing meaning for themselves. The ability to apply what has been learnt in one context to another context or problem. Knowledge acquisition at a higher level that requires self-insight, self-regulation and selfevaluation during the learning process. 6 Business Communication 1 • • • • • • • Damelin © Collaborative learning in which students work together to reach a shared goal and contribute to one another’s learning at a distance. Community service learning that leads to collaborative and mutual acquisition of competencies in order to ensure cross cultural interaction and societal development. Provision of resources such as information technology and digital library facilities of a high quality to support an engaged teaching-learning approach. A commitment to give effect teaching-learning in innovative ways and the fostering of digital literacy. Establishing a culture of learning as an overarching and cohesive factor within institutional diversity. Teaching and learning that reflect the reality of diversity. Taking multi culturalism into account in a responsible manner that seeks to foster an appreciation of diversity, build mutual respect and promote cross-cultural learning experiences that encourage students to display insight into and appreciation of differences. 7 Business Communication 1 Damelin © Icons The icons below act as markers, that will help you make your way through the study guide. Additional information Find the recommended information listed. Case study/Caselet Apply what you have learnt to the case study presented. Example Examples of how to perform a calculation or activity with the solution / appropriate response. Practice Practice the skills you have learned. Reading Read the section(s) of the prescribed text listed. Revision questions Complete the compulsory revision questions at the end of each unit. Self-check activity Check your progress by completing the self-check activity. Study group / Online forum discussion Discuss the topic in your study group or online forum. Think point Reflect, analyse and discuss, journal or blog about the idea(s). Video / audio Access and watch/listen to the video/audio clip listed. Vocabulary Learn and apply these terms. 8 Business Communication 1 Damelin © 3 Introduction to the Module Welcome to Business Communication! We trust that you will find this guide helpful and informative. Business communication is the exchange of meaningful information between a sender and a receiver until they reach a common understanding. Effective business communication promotes a business organisation’s goals and objectives as well as increases its profits. Module Information Qualification title BCom in Business Management Module Title Business Communication NQF Level 5 Credits 10 Notional hours 100 Module Purpose The purpose of this module is that you, the student, become familiar with various aspects of Business Communication. It is vital to have good communication in the workplace, as this is linked to performance. Problems arise when one does not receive, or understand, the message sent in the communication as it was intended for, or when one subconsciously sends a non-verbal message that contradicts the spoken word. This module attempts to help students understand the importance of good communications skills. Outcomes • • knowledge of communication theory, as a foundation and tool for effective communication. skills for effective communication through a variety of modes including, inter alia, oral, written and electronic communication. • • the ability to organise, conduct and report meetings in a professional manner in business the ability to use appropriate graphic media to complement other methods of communication. • an understanding of the role of effective communication in a business environment. Assessment You will be required to complete both formative and summative assessment activities. Formative assessment: These are activities you will do as you make your way through the course. They are designed to help you learn about the concepts, theories and models in this module. These include assignments, min projects, case studies, practice activities, self-check activities, study group /online forum discussions and blogs where applicable. Summative assessment: 9 Business Communication 1 Damelin © You are required to do one test and two assignments. For online students, the tests are made up of revision questions at the end of each unit. A minimum of pre-determined revision questions will be selected to contribute towards your test mark. Mark allocation The marks are derived as follows for this module: Individual Assignment 1 20% Individual Assignment 2 20% Online Multiple Choice Questions 10% Online Exam 50% TOTAL 100% Planning Your Studies You will have registered for one or more modules in the qualification and it is important that you plan your time. To do this look at the modules and credits and units in each module. Create a timetable / diagram that will allow you to get through the course content, complete the activities, and prepare for your tests, assignments and exams. Use the information provided above (How long will it take me?) to do this. What equipment will I need? • Access to a personal computer and internet. 4 Prescribed Reading Prescribed Book: Bender M,C , Kotze, P & Maritz C,J. Business Communication 1.(2 edition). Cape Town: Edge Learning Media. nd Video link: Video / Audio https://www.youtube.com/watch?v=NMyTMTmJU6E 10 Business Communication 1 Damelin © 5 Module Content You are now ready to start your module! The following diagram indicates the topics that will be covered. These topics will guide you in achieving the outcomes and the purpose of this module. Please make sure you complete the assessments as they are specifically designed to build you in your learning. Unit 1: The basic foundation of effective communication Unit 2: Spoken communication Unit 3: Written communication Unit 4: Understanding the work environment 11 Business Communication 1 Damelin © Unit 1: The foundation of effective communication Purpose To understand the basics of communication By the end of this unit, you will be able to: Learning Outcomes Time • explain the importance of effective communication; • explain and illustrate the communication process; • list and explain the different categories of communication; • differentiate between formal and informal communication; • illustrate the traditional hierarchical organisational structure; • name and define the different listening skills; and • name and explain the different barriers to effect communication. It will take you 25 hours to make your way through this unit. Important terms Communication: Model including participants in communication model and definitions Hierarchical : Arranged in order of rank 5.1.1 Introduction In this unit we will discuss and learn about the basics of communication and the communication model. Without an effective communication system, no organisation can function properly –especially when you consider the fast-paced world in which we live, and with the inclusion of digital platforms. Improvement and development of different technological tools has also changed how communication can be done in the business environment. Business associates should be must be able to communicate all the time and in many different situations. In this learning unit, we are going to be discussing the key principles of effective communication within a business. Once you have studied this section, you should be able to explain how to communicate effectively. In this unit, we will cover: • • • • • • • • • • The importance of effective communication The communication process Categories of communication Formal and informal communication Traditional hierarchical organisational structure Verbal and non-verbal communication Verbal communication Non-verbal communication Listening skills Barriers to effective communication 5.1.2 Effective Communication Effective communication is vital in the business world today. Communication is vital if we are to bridge the gap between individuals and cultures. Communication brings people closer; it is also an 12 Business Communication 1 Damelin © important management function, which links to other similar functions. As the flow of information becomes clearer, there is more feedback. It is essential that communication must be focused on given clear information that will limit miss interpretation of information. In many businesses the incorrect communication causes unhappy staff, and this can lead to a lack of productivity and clients might become upset. Clear communication will encourage staff to freely express themselves. It can also redirect employees to be more positive in their approach to their work. Effective communication will develop good interpersonal relationships between employees, management and the public. It is also essential to give feedback to staff on tasks completed and clearly define what is expected from them. Example: A manager emails his employee to explain that new regulations from The Department of Labour have been brought in by the board; this means that documentation must be changed to fit in with the regulations. The email reads as follows: Please note that the board wants you to work on our process documentation according to new regulations, as stipulated by Dept of Labour. This must be done as soon as possible as per your job description. Ensure that it reaches my desk by the end of the week. Is the above instruction clear and effective? Why? Why not? Discuss. 5.1.3 The communication process Communication may be defined as the exchange of information, ideas or feelings. A process is a series of actions or changes. The communication process is a two-way communication that involves different elements (Bender, Kotze & Maritz, 2015). The elements are indicated below. Table 5.1.1: Elements of communication process Element Explanation Sender source of communication Receiver A receiver decodes a message; he or she processes, analyses and interprets the message and makes sense of it Message encoded using a language sent to the receiver Encode To create a message for the intended receiver Decode To analyse a message to make it intelligible or understandable Channel/medium The means by which the sender sends the message, for example via email, or phone. Feedback Feedback is the response from the receiver to the sender. This could be positive or negative, direct or indirect and verbal or non-verbal. Noise Barriers to communication: this can happen any time during the communication process for e.g. physical noise or anxiety (psychological) 13 Business Communication 1 Damelin © Let us have a look at a diagram of the communication model: Figure 5.1.1: The communication model Source: https://www.mayecreate.com The above illustrates the basic process that is involved in effective communication. In many situations the receiver does not respond due to delays in receiving the message or in some situations refuse to respond. This constitutes one-way communication. It is important to understand who the receivers of the message are to be more effective. Cultural, social, economic and educational background must be established before communication begins. This will affect the message and the medium. One could ask: • • • • Who are the receivers? What are their expectations? Is there feedback? Are they encouraged to receive? Let us have a look at two-way communication. Figure 5.1.2: Two-way communication 14 Business Communication 1 Damelin © Source: www.researchgate.net Whereas the previous diagram indicated one-way communication, the above displays two-way communication. This means that the receiver responds to the message by encoding a new one. In a small group, or during face to face communication, this is possible. However, when you are watching television, it is not possible to respond. You could send an email to the broadcaster. The latter is referred to as delayed feedback. There are many scenarios in which we provide instant feedback. For example, during a lecturer, your lecturer might ask a question, at which point you would respond. Activity 1.2 1.2.1 Consider the scenario in activity 1; identify the elements involved in this communication. 1.2.2 What should this manager consider before he sends the message? 15 Business Communication 1 Damelin © Provide an example from your daily life in which you provide feedback, during an online or face to face tutorial). Knowing the size of the group we are communicating with helps us to decide on the most effective way to convey a message. Let us discuss groups in communication. What constitutes a group? A group consists of two or more people who share a common goal. 5.1.4 Groups For example, we have small group, based on committees, social clubs, study groups and sports clubs. Reflect: Consider a group that you belong to. Discuss this in class. Video / audio Access and watch/listen to the video clip listed. https://www.youtube.com/watch?v=NMyTMTmJU6E (a funny clip about shallow groups) The amount of people involved, or the size of the group, can be said to determine the type of communication. 5.1.5 Categories of communication • Intrapersonal communication ‘Intra’ (inside) communication that occurs internally. This can include prayer, thinking about an upcoming exam or preparing for an interview. • Interpersonal communication 16 Business Communication 1 Damelin © ‘Inter’ (between) communication involves two or more people. It includes communication between individual employees, communication in a meeting and even communication between groups. • Extra-personal communication Extra-personal communication involves the communication with another species (your cat) or an object (a plant). A response or feedback is not normally expected from the receiver, although you would probably get a meow from a cat. • Mass communication Mass communication involves the transfer of information to a mass audience, namely the public, through media such as advertising on TV. There is normally no feedback. 17 Business Communication 1 Damelin © Refer to Question 1.5 page 9 in your prescribed textbook; attempt the question. In the next brief section, we will discuss formal and informal communication. 5.1.6 Formal and informal communication We have learned that knowing your audience and the size of your communication group will help you decide on the most effective way to convey a message. But the context is also important communicating in formal or informal manner is another useful tool to ensure effective communication (Bender et al, 2015). In the business contexts it is important to use formal communication, especially if you meet the audience for the first time. The circumstances dictate the level of formality: • • • • • High (Considered impersonal) e g an email sent by the CEO to all staff. Formal (Used within a business context) e g a letter sent to another company. Advisory e g when discussing and advising. Casual (usually personal in nature) e g when your college has a function. Intimate. E.g. when you are with your family. Example The family picnic below is an example of an intimate means of communication 18 Business Communication 1 Damelin © Source: www.bingImages.com Refer to Question 1.6, page10 in your prescribed textbook; attempt the question. 19 Business Communication 1 Damelin © In the next section we will look at the organisational structure. Figure 3: Traditional organisational structure Upward communication: This constitutes communication from staff to the managers, and from there to the CEO (Chief Executive Officer). Note that the above structure is regarded as a traditional structure. Upward communication can include reports or feedback regarding deadlines achieved Downward communication: In this case instructions and policies filter downwards from the CEO to managers, and finally to staff at the bottom. It could also be an email or memo that affects all staff. In the organisational structure there are both upward and downward communication example: the image below is an example of a business meeting; strategic meeting 20 Business Communication 1 Damelin © Source: www.dreamstime.com Modern organisational structure In the modern context communication can often be sideways and informal between different departments. An example of sideways communication can be when a branch manager discusses the implementation of a new marketing strategy with the marketing manager. All staff, including the CEO, is often called on their first name. Flat management Many companies lean on the flat management style, meaning that there are few or no reporting structures or levels between the traditional decision-makers and staff. In this kind of organisation, there is less supervision of employees, and staff are more involved in major decisions in the company. It is interesting to note that the Japanese do not support a traditional top-down structure, giving staff a sense of belonging. Respect is paramount in Japanese culture Source: www.planetdepos.com The round table symbolises equality in Japanese organisations 21 Business Communication 1 Damelin © Source: www.wallstreetjournal.com Do question 1.7, page 13 in your prescribed textbook. Having discussed interpersonal communication and messages we will now turn to actions, both verbal and non-verbal. 5.1.7 Verbal communication Verbal communication can either be oral or written. Oral communication happens while speaking and can either be direct or indirect. When speaking to someone face-to-face in an interview we engage in direct communication whilst a telephone conversation falls under indirect communication. Written communication can be direct e.g. when sending a personal letter, card or email whilst it can be indirect through the medium of a newspaper, advertising or reports. 5.1.8 Non-verbal communication Non-verbal communication usually happens subconsciously and falls under three categories: visual; auditory/sound and touch’. 5.1.8.1 Visual communication can further be broken down into four sub-headings: Communication Explanation Example Kinesics (Body language) Involves body movements, Crossed arms – defensiveness facial expressions, posture and A frown - displeasure gestures. Proxemics Spaces: personal/public Intimate space between lovers Western and other cultures have different concepts of space 22 Business Communication 1 Damelin © Graphic pictures, lettering, charts, Traffic signs graphs, symbols and signs Colour Responses: emotional/physical Red: danger Auditory communication can be broken down into four sub-headings: Communication Explanation Paralinguistic tone, tempo, rhythm and accent Filler sounds might not have any meaning and can be used out of habit eg ‘um’, ‘er’ etc. Music used to communicate more effectively e.g. action movies usually have more fast paced and loud music while a fantasy movie often uses classical music. Silence Can be an effective communication tool e.g. when a teacher is angry with her students and she simply glare at them without speaking. Silence can have many connotations Reflect: Think about an emotionally charged moment you experienced. In class, share it in a detailed discussion. Explain how the absence of words can be quite effective. Below we discuss haptics. Is this verbal or non-verbal? Discuss. Touch (Haptics) involves a hug, a little squeeze, a slap and other forms to communicate emotions. It is important to remember that touch in the workplace might be interpreted as sexual harassment. Let’s see what you have learned so far by applying your knowledge/doing this short self-assessment. Explain why the following is important when you are presenting a new product to a client and give examples of the correct way to have the right: a) Posture b) Tone c) Colours How well do you listen? Let us discuss listening skills. Listening skills: According to Bender et al (2015), active listening which is focussed on the speaker is regarded as structured. Hearing and listening are two different things. Hearing is a passive process where we receive sounds that enter our ears and vibrates the eardrums. These sounds might then register as a 23 Business Communication 1 Damelin © familiar sound. Listening is an active process where the sounds enters the ear and is sent to the brain. The listener then concentrates on what is said, interprets it and gives feedback. When we apply good listening skills, we will be able to give correct feedback to the speaker. Verbal and non-verbal communication is important to show that you are listening and not just hearing what is said. Figure 5.1.3: Active listening Source: www.hybrid parenting.com Types of listening: • • • • Active listening involves paying attention to what is said and not being distracted by other sounds around you Critical listening involves problem solving. It is important to be objective and not be influenced by emotions. Appreciative listening involves understanding what is said to be able to respond correctly to what is being said. This type of listening also involves asking questions in order to understand issues before responding. Empathic listening which involves giving cues to show that you are listening to them to be able to provide comfort. Attempt Question 1.11 to 1.13 in the prescribed textbook. But what if something stands between you and communication? In the final section we discuss barriers. Barriers: 24 Business Communication 1 Damelin © Barriers can be defined as something that stands in between two persons. In communication barriers come from external (e.g. noise) or internal (e.g. emotions) barriers. There are six main communication barriers: Table 5.1.2: Barriers to communication Barriers Explanation Example Physical barriers outside the communication Loud noises during in cell phone process; communication might then connections; a truck revving not be effective and may cause the outside a lecture room receiver to miss key points. Physiological the health of the sender or receiver or a loss of hearing, addiction, illness handicap might cause the communication to be ineffective Psychological emotional psychological issues of the Anxiety due to exams sender or receiver Perceptual when the sender and receiver have different norms and values based on culture, attitude, sex, age, education, intelligence, interests, needs, occupation, personality, background and religion. Intercultural receiver’s misunderstanding of the Sometimes a student may have words used by the sender; social or difficulty understanding an cultural jargon, dialect and slang, international lecturer with a strong accent Semantic language barriers are common Different perceptions of space. In the western culture public space is important. In African culture there is a different perception of public space; closeness is important. ambiguous sentences; pronunciation of words as in above example Let’s see what you have learned so far by applying your knowledge/doing this short self-assessment. a) b) Provide an example of: A semantic barrier A misunderstanding based on cultural differences Practical ways to overcome communication barriers: • • • • Speak clearly and audibly Listen carefully what is said Be precise in what you say Consider the receivers background 25 Business Communication 1 • • • Allow the receiver to respond Give criticism tactically and be able to receive it Remove distractions such as……. • • • Do not use jargon or slang Create an environment of trust Try to understand the other persons point of view Damelin © Attempt Question 1.14 to 1.15 in the prescribed textbook. 5.1.9 Conclusion One can conclude that communication is the pivot around which we revolve. It is important that barriers in communication be overcome, in order to achieve effortless communication. It is also important to note that feedback is important, so that there is clarity about the original message. 5.1.10 Revision Questions Answer the compulsory revision questions below. a) b) c) d) e) Explain the importance of effective communication Illustrate the communication process List and explain 3 (three) categories of communication Differentiate between intrapersonal and extra-personal communication List at least 5 (five) barriers in communication. 26 Business Communication 1 Damelin © 5.2 Study unit 2: Spoken communication. Purpose To elaborate on verbal communication Learning Outcomes By the end of this unit, you will be able to: • define the concept of spoken communication • explain the role of the voice and language in spoken communication • list and define the different techniques to improve the voice • explain the planning and preparation process within spoken communication • differentiate between direct and indirect spoken communication • list and define the different types of spoken communication • list and define assertive spoken communication. Time It will take you 25 hours to make your way through this unit. techniques Methods Important terms and definitions Concise Brief (e.g, a brief message) 5.2.1 Introduction 27 Business Communication 1 Damelin © Once you have studied this section, you should be able to explain the role that spoken communication plays in our lives. Bender et al (2015) is of the opinion that humans, unlike animals, communicate using words and language. In some instances, words and language causes miscommunication due to people speaking different languages and some interpreting words differently. Spoken communication is regarded as easier than written communication because we speak before we can write. In this unit, we will cover: • The role of the voice and language in spoken communication • Techniques to improve your voice • Planning and preparation in spoken communication • Direct and indirect spoken communication • Types of spoken communication • Informal group discussions • Giving instructions and directions • Explaining or solving problems • Interviews • Training and coaching • Meetings • Presentations and lectures • Customer interactions • Telephonic or cell phone speaking • Assertive spoken communication Definition: Spoken communication is communication which happens: • face-to-face with another person • speaking to another person on the phone • through media such as television or radio Reflection: Can you think of another example? 5.2.2 Role of voice and language What role does voice and language play in spoken communication? The most important elements of spoken communication are your voice and the language you use. 38% of any message you get from spoken communication is relayed by your voice. Your tone of voice plays a big role in spoken communication. The quality of your voice and the quality of your phonics matters here. In other words, what is the person saying and what the characteristics of the person saying it are? When we speak much information is signalled. We are being given information, something that we were not previously aware of. Language is how we express thoughts, perceptions, sentiments, and 28 Business Communication 1 Damelin © a social identity. This in turn determines our perception of reality. Concise language is important in order to be precise and clear. Human language is learned and not inherited. We should never make use of slang in a business environment. Spoken communication Source:www.bingimages.com Think…. In class, in groups of five, brainstorm your own ideas about why spoken communication is so important in the world of work today. Compare your answers with those of the rest of the class and discuss them in a group. Discussion: At this point you have to read question 2.2 in your prescribed textbook; discuss and present it individually. 5.2.3 Strategies for improvement Strategies to improve spoken communication when you speak, communication should be clear and relevant. How we can improve our voices is important, as it is a focal instrument of oral communication. Below are a number of things you can do to improve your speaking voice: ï‚· Practice your speeches out loud in front of a mirror ï‚· Warm up your voice before public speaking ï‚· Learn to breathe properly and practice deep breathing ï‚· Speak up and raise your voice in order to be heard clearly ï‚· Speak slowly ï‚· Speak clearly ï‚· Vary the pitch of your voice. ï‚· Practice reading out loud 29 Business Communication 1 ï‚· ï‚· ï‚· ï‚· ï‚· ï‚· ï‚· ï‚· ï‚· ï‚· Damelin © Record yourself and listen how you sound Use the correct tone of voice Bear in mind pitch will give different impressions of your voice Use your mouth correctly and round off your words in the right way Pronounce words correctly Project your voice correctly and comfortably Emphasize certain words to create interest on certain subjects Be assertive when you speak Use the right tone as this will indicate what your emotions are Remember to be relaxed. Tension in our voice will affect those you communicate with 5.2.3.1.1 Self-Assessment Let’s see what you have learned so far by taking this short self-assessment Using your mobile, record yourself reading the above strategies and play it back. What can you do to improve ? Can you identity five areas? Attempt questions 2.1 and 2.3 in yor textbook; discuss your response with your lecturer in class. We have looked at the difference between formal and informal communication and learned that oral communication can be adjusted to suit different situations. We also learned that written communication is sometimes more appropriate than spoken communication. Let us discuss direct and indirect spoken communication. Note that in direct communication we express ideas directly. Peruse the table below: 5.2.5 Direct and indirect communication Direct Indirect A speaker clearly relays thoughts and opinion A roundabout way of gathering information. Instructions or questions given/asked directly A more subtle form are 30 Business Communication 1 Damelin © Less misunderstanding If electronically, some context may be lost. Linear thought process Indirect thought process Concise More detailed as indirect Can be face to face No eye contact as in face to face Context included (body language) No body language cues as in face to face Attempt question 2.5 in the prescribe textbook. Let us look at the different types of direct and indirect spoken communication in more detail. Oral communication includes formal communication, such as classroom lectures, speeches, and meeting presentations; and informal communication, such as casual phone or dinner table conversations. Great communication skills are your ticket to success in the academic world (Grimsley: 2017) Six types of spoken communication in the classroom: • • • • • • One-on-one speaking Small group or team based oral work. Full class discussions In-class debates and deliberations Speeches and presentations Oral examinations 5.2.6 Examples of spoken communication in the workplace: Informal group discussions This type of communication happens regularly in the workplace. It can happen while having coffee in the staff kitchen or even in the office with people sitting in an open office. Giving instructions and directions This is a one-way communication with an individual or a group. This type of communication is about giving information to benefit the receiver. Explaining or solving problems The goal of this type of communication is finding a solution. This communication should be clear to ensure that everybody understands the message. 31 Business Communication 1 Damelin © Interviews Interviews are an integral part of any business. It is important to understand how interviews must be conducted to ensure that the right person is employed in the business. These skills are also needed to deal with staff complaints, complaints from customers or getting feedback. Interviews Interviews are an integral part of any business. It is important to understand how interviews must be conducted to ensure that the right person is employed in the business. These skills are also needed to deal with staff complaints, complaints from customers or getting feedback. Planning is also very important in order to get the best results. This is also an opportunity to learn about someone and understand where they come from. Ideas can be exchanged. There are also a few barriers to consider: • • Physical – These are external barriers that can disturb the interview process such as a ringing cell phone, noises, lighting etc. Psychological – Nervousness can lead to stuttering, giggling etc. It is important to ensure that you are prepared before the interview. • Verbal or semantic – Poor use of words and language proficiency can hinder the interview by not communicating clearly. Barriers can be caused by the fact that. English might not be the person’s first language. • Non-verbal – Body language such as facial expressions, gestures and postures can be a problem as it will communicate more than what you say. It is important to be conscious about these barriers and prepare not to fall into it. • Physiological – Feeling sick might be a problem during an interview. Also be open about it if possible. Perceptual – People will unfortunately have preconceived ideas they will form about each other based on the other person’s cultural and social background. (Rheeder et al, 74:2016) Interview Source: www.dreamstime.com What kind of questions can be asked during an interview? 32 Business Communication 1 Damelin © • Closed – The only answer to these types of questions is “yes” or “no”. Example: Do you meet the requirements for the job? • Open-ended – These types of questions are open to different answers based on how the person feels about what is asked. Example: How do you feel about working in a team? • Specific – This type of question only has one answer. Example: When did you complete matric? Leading – The interviewer leads the interviewee to answer the question as indicated in the question. Example: We believe that the customer is always right. How do you feel about it? • • Reflective – Using the interviewee’s statement to formulate a question. Example: You said that you have good leadership skills. Example: Explain to me how you handled any past situations of conflict as a leader? • Hypothetical – The interviewer gives a scenario and asks how the interviewer will respond in the situation. Example: How will you handle a difficult staff member? 5.2.7 Training Training has become an important part of any business. This will ensure that the staff is ready to take on any situation in the business. This transfer of information and skills happens in a face-to-face situation. South Africa enforces an outcomes-based approach in education where people are supposed to understand and apply what is learned. Spoken communication, in this situation, is important. 5.2.8 Coaching Coaching is done by the staff’s supervisor or manager. This is done by the superior giving tasks to the subordinate and showing how they need to be handled. They also discuss situations they might face in the workplace and working together to tackle tasks. 5.2.9 Meetings A meeting is a pre-planned gathering of two or more people in an organisation. Meetings can be formal or informal. A meeting involves oral and written communication. Oral communication is the actual meeting while there are minutes taken during the meeting. Meetings are also brought together to conclude on something. There are three types of meetings: • Public meetings – These meetings are open to the public. It involves groups of people that come together in halls to discuss issues or to announce something important. It could be planned but, in most situations, get out of hand. Private meetings – These meetings usually happen in boardrooms, offices, staff rooms etc. It is internal and private. People are notified view emails or internal memos and agendas are usually handed out. The meetings also involve minute takers that will send out minutes after the meeting. • General meetings – Meetings comprised of members of an association or staff. They are brought together more frequently and routinely (Rheeder, et al 126-127:2016). Private meetings include: • Brainstorming – Creating new ideas. 33 Business Communication 1 • • • • Damelin © Problem-solving – Coming to a solution to a problem. Briefing – Handing out tasks (usually written). Consulting – Meetings outside the business with other companies, suppliers etc. Technology-driven – Video conferencing to cross borders. (Maritz, et al 47-48:2016) Teamwork: brainstorming Source: www.bingimages.com Formal meetings have specific rules: • • • • The meeting must be called and convened by an authorized member. Members, including the chairperson, are chosen to attend the meeting based on the constitution. There must be formal agendas and minutes. Items must be discussed according to the list. 34 Business Communication 1 Damelin © • • Items can only be added when the general section is discussed. The chairperson is the facilitator of the group and is the only person that can address the meeting or appoint someone else. • Comments must be addressed to the chairperson. The duties and powers of the chairperson and secretary Maritz et al (2016: 50-51) states that the chairman’s duties are as follows: • • • • • • • • • • • Ensures meeting is constituted properly. Maintains order. Manages the time. Keeps discussions relative. Must be unbiased. Summarizes arguments. Gives casting vote. Announces results. Adjourns the meeting. Closes meeting and manages minutes. Follow up on agreements made. On the other hand, the secretary has an equally important role. Maritz (2016:50-51) maintains he or she does the following: • • • • • • • • • • Prepares and arranges the venue. Notice distribution. Agenda arrangements Circulates the attendance registers. Keeps times. Correctly writes minutes and resolution. Type and file minutes In absence of the treasurer takes control of finances Counting votes 5.2.10 Presentations and lectures Presentations and lecturers are usually very nerve racking. It is important to ensure that you are always prepared. Presentations are used in different contexts in the workplace. • • • Presentations can be effective by applying the following tips: Practice your presentation beforehand. Always have a written document on the presentation at hand. Know why you are doing the presentation. 35 Business Communication 1 • • • • • • • • • • • • • • • • • • • • • • Damelin © Do some research on the audience to understand where they come from • Start with a catching introduction to make sure the audience remembers it. The conclusions must connect with the objectives. All concepts must be discussed before the conclusion. Do not add new concepts. The presentation must be logical. Anticipate question and be prepared. Make sure that you understand questions by asking for clarification. Do not make up answers to questions. Let the participants know. Be confident. Keep the correct pitch, tone, and language. Do not use jargon or slang. It is important to understand your audience before making jokes. Stop fidgeting or doing anything that will distract the audience. Use visual aids to maintain interest and to explain statistics. Look at your audience. Apply the correct colour or font size in the presentation. Give hand-outs when discussing statistics. Understand how to use your equipment. Be yourself. Remember to breath. Dress according to the audience you are presenting. Keep an eye on the time. Be enthusiastic (Maritz, et al 53:2016) It is essential to understand what you are supposed to present and the audience that you are presenting to. This will determine the venue and layout. If you are presenting in an unfamiliar venue you need to ask that you see the venue and find out what resources are available. Customer interactions “Without excellent customer service, it will be difficult to generate loyalty (Erasmus 466: 2016). Customers have more rights today than in the past. The passing of the consumers act also puts pressure on businesses not to promise what they cannot deliver. Most customers choose businesses they had the best experience with and could become the main reason why some businesses close down. There are a few tips to for dealing with customers: • • • • • • • Observe the customer and his/her style. Call them by their name (surname). Prepare a presentation to promote the company. If you do not know the customer, it is better to dress formally. Speak clearly and use simple language. It is important to be prepared and professional. Your body speaks a lot about your motivations. 36 Business Communication 1 • • Damelin © We live in a diverse society and must be able to communicate bearing this in mind. Being patient, friendly and helpful will make the customer’s experience effective. Also remember to: • • • • • • • • • • Use positive language. Focus on your client and their needs. Give solutions to problems that will benefit the customer. Allow time for complaints. Do not blame the company or others. In some situations, the customers are not always right. Calmly and tactfully explain your point and offer to work together on a solution. Never lie. Rather tell the truth and keep them informed. Keep the promises you make at all costs. Training might be needed to be able to address all the customer’s needs. Customers become your best marketing tool. They will tell others about your service (Maritz, et al 56-57:2016). Speaking on the phone: Face to face differs greatly from a phone conversation. On the phone body language does not feature. The receiver will judge you according to the voice and language you use over the phone. Using this medium of communication has become popular but bear the following in mind: • • • • • • • Avoid jargon. Be concise. Listen properly. Use good diction and an even tone. Smile as it reflects in your tone. Take notes. Be professional (Rheeder, et al. 156:2016). Other types of spoken communication: • Workshops – direct the activities or participants. Provide clear instructions. Guide the participants using clear communication. • Conversations – two people discussing a topic. Acknowledge the sensitivity of the subject, time constraints and questions. Use active listening skills for effective communication. Attempt questions 2.16-2.18 in the book. Discuss your answers with your lecturer/tutor/classmate. How assertive are you? 37 Business Communication 1 Damelin © Assertiveness is about correct communication. It is being self-assured and confident about your point and avoiding conflict. Avoid being either too passive or too aggressive towards the other person. Assertive communication is something that you will learn the more you grow (Maritz, et al 59:2015) Practising our verbal skills can help us to better deal with a host of situations correctly. It will give us opportunity to de-escalate a situation. Assertive response can help you get your point across clearly and quickly. Always use a strong confident voice and be direct. Make statements rather than asking questions. It is also important to speak slowly. Keep the following in mind when in conflict: • Make “I” statements is a method of voicing your feelings and opinions without offending anyone else or passing judgement or blame. It shows confidence. • Body language is important. Do not behave in a way that may be threatening or intimidating. Stand with planted feet shoulders back, hands available, and looking at the other person and making eye contact. • You always have the right to say “no”. Never use labels, sarcasm or make assumptions. Speak directly to the person and address the specific behaviour that is offensive. This can help a person to change their behaviour without feeling attacked. • Interrupt with respect where necessary Assertive communication can be developed by: • • • 5.2.11 Knowing yourself and what you need and want. Always listen carefully to what is being said. Ask questions; be confident. Conclusion Spoken communication is a very important aspect of our day-to-day communication, especially in business or at a college. Therefore, it is important that you go over the techniques discussed in this chapter, as it will impact the way you communicate during an interview or a presentation. In this learning unit, we discussed spoken communication and the importance of one’s voice. We discussed different techniques to improve our voice and the process involved in planning and preparing spoken communication. We discussed the difference between direct and indirect spoken communication and different types of spoken communication. Finally. We examined the process of being assertive. 38 Business Communication 1 Damelin © 5.2.12 Revision Questions a) b) c) d) e) Answer the compulsory revision questions below. Define spoken communication. Explain different strategies to improve your voice. Differentiate between direct and indirect spoken communication. List different types of spoken communication In your own words, define assertiveness. Unit 3 Verbal: Written communication Purpose Learning Outcomes Time The aim of this unit is to explore different aspects of written communication. By the end of this unit, you will be able to: • explain the importance of written communication within English. • define written communication. • identify and explain the role of words and grammar in written communication. • illustrate simple, concise, and correct English. • use effective headings, layout, and graphical material to capture an audience; • extract and summarise key information edit written material It will take you 25 hours to make your way through this unit. Important terms and definitions Graphic persuasive A picture, graph, or map Persuading someone to believe something. 5.3.1 Introduction Written communication is an important part of a business. Most of your day will be spent writing. Due to technological improvements written communication will be used using different resources. Words are a powerful tool and must be used cautiously to communicate effectively. Communication is a learned skill, and we must learn to develop this skill. 39 Business Communication 1 Damelin © Once you have studied this section, you should be able to explain different aspects of written communication. In this unit, we will cover: The importance of effective written communication • • • • A definition of written communication The role of words and grammar in written communication Using simple, concise, and correct English Capture your audience’s attention with effective headings, layout, and graphic material. • • • • • • • Effective Headings Simple, uncluttered layout Relevant and clear graphic material Extracting and summarising key information Editing written material: spelling, punctuation, sentences, layout, readability The effects of persuasive writing Types of written communication used in business. 5.3.2 Effective English in the workplace From a language perspective, writing effectively in English in the workplace is essential because: • Good writing skills can assist you in coming across more credible and capable of doing and understanding your work and the business. • • • • • English is the business language of the world. Most people spend quite a big amount of time communicating through the written word. Your writing skills can boost or hinder your career. Better writers come across as more intelligent. Between 60 per cent and 85 per cent of email messages being sent throughout the world are in English. • Most people using English in business are not English first language speakers; hence the crucial need for clear and concise writing to prevent misunderstandings. Maritz (2015:65) outlines the importance of effective communication as follows: • • • • • • Writing helps with communication when it is not possible to see someone face-to-face. It is the best method for record keeping of important information. Well written communication helps to create a picture of professionalism. Clear thinking can be reflected in your writing when done correctly. It helps with understanding between people. Spoken communication is limited by what you are thinking about in the moment, while writing gives you time to phrase words for a greater impact. 40 Business Communication 1 Damelin © Reflection: Do you believe that it is important for South Africans to know at least one other language? Definition: Written communication is the transmission of word using inscriptions of characters in a known language. It is transferring information, stories, announcements etc. for people to read. It is used daily in any business. What are the barriers in written communication? Maritz et al (2015:68) identifies the following: • • • • Some people cannot read the language you are using. Some words might be difficult to understand. There might be cultural differences. The person might not be able to read. 5.3.3 Types of reading There are at least four kinds of reading: • • • • • Scanning involves reading quickly and focusing on information you need. Skimming involves getting a general idea of what is written by reading through the document quickly Close reading is intense, critical analysis of a text that focuses on significant details so that the reader might have a precise understanding. eg a thesis Comprehensive/intensive reading involves reading the whole document thoroughly to understand what the author is trying to communicate. 5.3.4 Types of writing Let us look at the two main types of writing: direct and indirect. Written communication: Direct Indirect 41 Business Communication 1 Personal communication between the writer and reader usually expecting a response e.g., an email enquiry Damelin © Communication to a large group without expecting direct feedback. Press releases, newspaper reports etc. Having looked at the importance of effective communication, let us discuss the principles: Principles for effective written communication: • • • • • • • • • • Know your audience. Find out if you do not know. Who will be affected by the communication? Context is very important to communicate correctly. What is the purpose of the communication? You must know whether you should use formal or informal writing. You must choose the best method for communication. Preparation and planning are important. Make sure to correct grammatical errors before sending the communication. Make sure the message is clear. Make sure all relevant information is included. Source:www.BingImages.com 5.3.5 The role of words and grammar When writing, one cannot rely on non-verbal communication enhance meaning. One only has the tools of words and grammar (the rules of language) that constitute language. If you send out an email with poor grammar, you appear to be an amateur. Clients may also misunderstand what you are trying to say to them. Poor grammar can lead to complete miscommunication and can cost a company money (Maritz et al 2016: 70-71). 42 Business Communication 1 Damelin © At this point, attempt question 3.3 in your prescribed textbook. Keeping documents short and concise Many people spend very little time reading documents in the workplace. It is becoming more and more important for writers to keep their documents short, clear, and relevant. Nobody in the busy commercial world has time to reread documents or to try and search for the main point. You should never have to explain something verbally that you have written. If this happens you have written poorly, and this wastes time and resources. Here are some tips: Choose your words deliberately. • • • • • • • • • • • • • • • Construct your sentences carefully. Use grammar properly. Keep your audience’s attention. Do not ever ramble on Make your message clear. Keep it short. Use direct language. Remove unnecessary words. Create sentences with one main idea. Eliminate redundancy. Include a fact in every sentence. Proofread thoroughly. Never sacrifice clarity for novelty Never sacrifice meaning for novelty Never sacrifice meaning to belonging Caselet: Editor of the New York Times Michael Slackman was named the international editor of The New York Times in September 2016. Before that, he had been the managing editor of the international news department since November 2014. He is in charge of the international news report over multiple time zones and oversees Times bureaus around the globe. Previously, Mr. Slackman was deputy foreign editor since May 2011, helping oversee all global coverage, with an emphasis on coordinating the Middle East report. Before returning to New York, in May 2011, Mr. Slackman was a foreign correspondent for The Times for six years. 43 Business Communication 1 Damelin © As a correspondent, Mr. Slackman most recently was the Berlin bureau chief, a posting that lasted a year. Previously, he spent eight years based in Egypt, three for the Los Angeles Times and five for The New York Times. During that period, he reported from every country in the region, from Morocco to Iran. He covered Iraq before and after the 2003 invasion, and as both a reporter and an editor, he has helped document the tremendous changes sweeping the Arab world. 44 Business Communication 1 Damelin © Before going to the Middle East, Mr. Slackman was the Moscow bureau chief for Newsday for three years, covering the economy and social chaos of post-Soviet Russia and the leadership transition from Yeltsin to Putin (1998-2001). He was part of the Newsday team that won the Pulitzer Prize for spot news reporting in 1997. He is a graduate of North-eastern University. www.nyt.com The above case study is about an editor whose business is writing words and ensuring that the standards of the NY Times are maintained. Attempt Question 3.4 in the prescribed textbook. The best ways to capture an audience’s attention: • Human faces – Human beings are attracted to people. We like to look at people’s faces. • Food, sex and danger - A portion of our brains is focused on survival. We can’t help looking at the things that keep our species alive. A presentation with images of food and sensuality, for example, would attract the audiences’ attention. • Stories – People are drawn to stories. Start by writing: “Let me tell you a story.” You will capture their attention. Create plots and make narrative connections between ideas. Food attracts readers. 45 Business Communication 1 Damelin © Maritz et al (2017: 73-74) maintains that a heading is the most important part of any business documentation. Many people will disregard a document by just reading the heading. The following are guidelines to ensure that the heading is effective: Effective Headings These should effectively describe what will be covered in the document. • • • • • Effective terminology will set the tone of the document. The heading will attract the reader’s attention. Consist of a whole thought. It must be relevant to the content. It must be clear and unambiguous. (Maritz, et al. 2015:73-74) Tips for a catchy heading: • Is the heading catchy? Will it catch the reader’s attention? • It might be better to write the whole document before writing the heading. • You must describe the contents. • The whole thought should contain nouns and verbs. • The heading must be a complete thought and must say something. • Apply headings to paragraphs or sections that also described the contents clearly. • All images, graphs, diagrams, or graphs should have a meaningful heading. Use an appropriate font that is readable (Maritz, et al. 2015:74). 5.3.6 The layout Effectively the layout should be: • • • • • Simple and uncluttered. Convenient to read and understand. Catchy to the eyes. Easy to scan to get the main ideas. Represent the writer and company (Maritz, et al. 2015:75) Here are some tips: 46 Business Communication 1 • • • • • • Damelin © The content must be logically outlined. Columns must be narrow so that it is easy to read. Add graphics and images. The margins must be white. The headings must stand out. The font must look professional and clear. (Maritz et al 2015:76) In the following section we will look at examples of graphics: A pie chart. Examples of bar graphs: figures & statistics 47 Business Communication 1 Damelin © A flowchart Line graphs 48 Business Communication 1 Damelin © Source: www.dreamstime.com Organogram Source: 9001quality.com 49 Business Communication 1 Damelin © Tables to summarise information. Source: www.dreamstime.com Let us see what you have learned so far by doing this short self-assessment. Apply knowledge of graphic illustration by: Using a bar graph to illustrate: The number of local students at your college The number of international students at your college (Draw a bar graph as per the example, with two bars) 50 Business Communication 1 Damelin © Attempt question 3.5 in your prescribed textbook 5.3.7 Extracting and summarising key information Concise and compelling written communication is very important in business. Because reading and writing go hand in hand, you need to develop the skill of extracting key information when reading. Equally important is the ability to find the main ideas and summarise them in writing. (Maritz, et al 2015:83) Summarising is an important skill in written communication. It enables you to extract the most important parts from a text. Good summaries are important because they keep busy readers informed. Summaries help us to effectively present the most important information. What defines a summary? • • It is shorter than the source. It captures the same idea or message as the original, but without using the same words. What are the characteristics of an effective summary? • • • • • • • • • • It captures the most important information. It is highly readable. It can stand on its own. It is faithful to the original. It is as concise as possible. It is placed at the beginning of a text. It maintains the reader’s needs in mind. It makes use of own words. Key information is included. It may include key summary diagrams and other figures. Steps in writing a summary: • • • • Find out, if necessary, who will read the summary to see how much detail is needed. Read the original carefully. Identify the topic. Choose your material for the summary. 51 Business Communication 1 • • • • • • • • • Damelin © Remove unnecessary information or words. Estimate the length of time the reader is likely to read the summary. Will your summary be informative or descriptive? Rewrite the material in concise, descriptive paragraphs. The main ideas must be written in your own words. Create your own title. Read your summary too see if it will make sense to the prospective readers. Identify the source of the text. A summary should be a third of the total text. The writer must compare his/ her outline to his/ her notes and assess whether the correct summary diagrams and figures have been inserted in the correct places. check activity. Check your progress by completing the self-check activity. Read and summarise the article below. 1. Underline key terms. 2. Rewrite the shortened version. 3. Edit for flow Moyo heads back to work – again. Ray Mahlaka, Moneyweb Axed Old Mutual CEO Peter Moyo plans to return to his office for the third time. But the insurer insists that he is not welcome. While Old Mutual and axed-but-reinstated CEO Peter Moyo are preparing arguments for another leg of their dizzying court spat, another showdown is looming between the adversarial parties. The showdown, which has been set for Wednesday at Old Mutual’s swanky headquarters in Johannesburg’s Sandton, has been seen before and will probably be mirrored for the third time. On Tuesday, Moyo said he plans to return to his office and resume his CEO duties on Wednesday morning, three months after he was fired (on June 18) over an alleged conflict of interest involving NMT Capital, a private equity firm he co-founded in 2002 and in which Old Mutual has a 20% stake. Moyo was accused by SA’s second-largest insurer of declaring dividends worth R105 million at an NMT meeting he chaired on July 4, 2018, and wrongfully pocketing R30 million worth of these dividends. Meanwhile, Old Mutual said it did not receive dividends, breaching its rights as a shareholder. 52 Business Communication 1 Damelin © Source: Bing Image.com Dividends will be discussed at meeting. Moyo wants to work on things. Speaking through his lawyer Eric Mabuza, Moyo said his next attempt to return to work is aimed at “working towards an end to this matter”, which has dragged on for nearly four months and weighed on Old Mutual’s share price. Moyo’s resolve to return to work has been bolstered by the Johannesburg High Court, which ordered on Friday that he can charge Old Mutual’s 13 board members, including chair Trevor Manuel, for contempt of court. Judge Brian Mashile also ordered that Moyo can introduce a second letter he received from Old Mutual on August 21, which terminated his employment contract for the second time (effectively firing him again), as evidence for the contempt of court proceedings.A contempt of court charge relates to being disobedient or disrespectful towards a court of law regarding its orders or overall authority. If found guilty, the offence comes with sanctions including hefty fines or imprisonment for a period determined by a court. https://citizen.co.za/business/business-news/2183213/moyo-heads-back-to-workagain/https:// citizen.co.za/business/business-news/2183213/moyo-heads-back-to-work-again/ Editing written material A professional, neat, and easy-to-read document creates a good impression of you and your organisation. To ensure that writing meets the exact standards, you must edit and proofread everything that leaves your desk or computer. Whether you are sending an email to a colleague or writing a report for potential investors, checking for errors is crucial (Maritz, et al 85:2015). 53 Business Communication 1 Damelin © Proof reading is the process of reading and correcting documents whilst editing is the process of checking the text for grammar, punctuation, spelling, layout, readability etc. Editing involves: • • • • • • • Critiquing Adding and removing Improving Reviewing Being objective Producing a refined product Tidying it up Spelling It is very important to keep a dictionary at hand when writing business documents. Most document editing software has spell check that helps when editing texts but, in some cases, it is best to consult the dictionary. Also keep to the policy of the business regarding which spelling will be adopted. Most businesses in South Africa use British spelling: Example of British vs American Spelling: • • • Labour – Labor Centre – Center Organize – Organise. The following are examples of words that we tend to confuse: • • • • • Their – there Accept – Except Advice – Advise. Your – You’re Loose – Lose Practice: Practice the skills you have learned. Do the brief spelling test below. Compare answers with classmates; your lecturer will provide guidance. 1. The car lost one of (it, it’s, its, its’) wheels. …………………… 54 Business Communication 1 Damelin © 2. Her speech was great. She received many (complements, compliments)………………….. 3. The same problem occurred (oft en, often, offen)……………… 4. Sipho remained (quite quiet) ……………..for the reminder of the lecture. 5. The students forgot (their, there) pens yesterday …………………………. Punctuation Businesses tend to eliminate punctuation that’s unnecessary. Regardless of this there are certain guidelines and trends to keep in mind when editing texts: Punctuation: grammar Application Example Capital Letter Beginning of sentence, name, place, titles At the beginning; Phindiwe; Cape Town; Dr Full stop At the end of sentences • Some abbreviations I enjoy college. S.O.S Question mark At the end of a question Do you enjoy grammar? Exclamation marks Used after a sentence to show Delightful! Incredible! emotion or exaggeration Comma Separating items listed • Separating clauses • Separate spoken words from unspoken • Pause in a long sentence Love, joy, peace Punctuation, as explained, is important. He explained, “Punctuation is fun”, Quotation marks Direct quotation She explained, “Learning can be fun”. Brackets To group matching pairs (Love, Joy and Peace) Contractions Used in informal documents Can’t, won’t Sentences and paragraphs: It is important to bear in mind that sentences must include one thought and paragraphs should not be too long. Paragraphs must only include one idea. Bear the following rules in mind (Maritz et al. 87:2015) • • • • Sentence must have a verb. Use the correct tenses. Try not to be ambiguous. Repetition can emphasize important words, or the word can be placed at the end. Layout The layout is dependent on the type of document. There are different layouts for letters, memos, etc. 55 Business Communication 1 Damelin © • Templates must be developed for various purposes inside the business. It is important for all staff to use only these templates for consistency. • • • A business must also have a letterhead that should be used by all staff. There must be a space for signatures. The date must be visible and correct. Readability Bear the following in mind: • • • • Ensure that it is clear. Ensure that it is simple (straight forward) Ensure that has a polite tone. Keep it uncluttered. 5.3.8 The role of words and grammar Effects of persuasive writing Advertising is known for using persuasive language – after all, they are promoting a product. So, what kind of techniques are used in persuasive language? • • • • • • • Anecdotes – Short accounts of real events told in the form of a story. Cathy phrases or slogans - Words designed to stick in the reader’s mind. Chatty style – Language like friends would use in conversation. List of three – A triple repetition that adds emphasis. Contrasts – A comparison of two things intended to highlight one. Emotive words – Words that are deliberated to make a reader have strong feelings. Emotive pictures –can be a description of a picture to suggest an image in the mind of the reader. • • Exaggeration (Hyperbole) – qualities of products are often exaggerated in advertising. Forceful phrases (Imperatives) – Using words like “think about the plight of” or “obey your thirst! • Humour – The writer will try to make a joke to put the reader at ease. • Imagery –covers all the descriptive writing techniques such as metaphors and similes. • Opinion as fact – Example “It is a fact that I don’t like winter.” • Personal pronouns – Using “I”, “you” or “we” to talk directly to the reader. • • Repetition – A single word or phrase repeated over and over to emphasize it. Rhetorical questions – Questions that appear in writing that is not dialogue. • Shock tactics – shocking imagery/ statements to get the readers’ attention. 56 Business Communication 1 • Damelin © Statistics and facts – Numbers and facts used to provide convincing information. • Quotations and expert opinions – When a writer bring in some information from another person to back up what is being said or promoted. In the next section objective and subjective writing will be discussed. Objective and subjective writing Objective Subjective Factual opinion Concise vague Unemotional emotional Impartial (Maritz, et al. 91:2015). partial Example Refer to the example below: Describing a place: Factual or objective writing: The building was situated on a field of grass and comprised three floors. It was painted white. Subjective writing: On an expanse of green, the austere building spread out, starkly white. Refer to 3.8 - 3.9 in your prescribed textbook; attempt these questions. Types of written communication used in business. Before starting with the different documents, the following must always be kept in mind: • • • • The layout and format are unique depending on the document. The style and tone are also unique. They have different openings and closings. Planning before and editing after must take place to improve effectiveness. 57 Business Communication 1 Damelin © (Maritz, et al. 94:2015). Examples of written communication used in business: Business letters Communication by means of a business letters is a formal correspondence between the business and the client, suppliers, or another business. Due to technology the letter has, in some businesses, being replaced with emails, but one can send a letter as an attachment to an email. The letter is still important and should be used to ensure the letters are read and, in some instances,, people might not have relevant technology. To ensure that a letter is read you must bear the following in mind: Rules for compiling letters: • • • • • • • • Keep it original or different to the norm as much as possible. Use your words correctly by avoiding slang, negative structures etc. Based on the readers, structure your letter in a language they understand Do not use redundant words and phrases. Keep it short and to the point. It must be clear and not vague. Avoid flowery language as the reader will not appreciate it. The layout must be uncluttered. There are two examples of business letters that you can consult: Read Pages 96- 97 of the prescribed text for examples of letters. Tips for compiling a letter: • The date must be written in full e.g., 28 September 2019. • Abbreviations should be in full the first time it is mentioned and abbreviated e.g., Council of Higher Education (CHE) • Do not use “re:” in the ‘subject’ space. • Omit the receiver’s address if the letter is informal. • Always use the name of the person it addresses if known. • Include a reference number if applicable; it helps with tracking. • The subject line must be in a heading format. • The address, signatures and names do not need punctuations (Maritz et al 98:2015). The memo 58 Business Communication 1 Damelin © A memorandum is usually sent within the staff of the organisation. It is used to communicate important information relevant to the staff addressed and to give instructions for action. Read Pages 104 of the prescribed text for examples of memos. The memo should include the following: • Subject: The topic of the memo. • Date: Date of the memo. • Tel.: The extension of the staff it is addressed to. • There must be an introduction. • The content should not be more than 3 paragraphs. • Include a closing paragraph and signature (Rheeder, et al 164:2016). Tips for compiling a memo: • Consider who your audience is. • Address it to the relevant people. • Exclude confidential or personal information. • Stick to one topic. • Divide it in segments to make it readable. • Use bullet points where applicable. • Name and department must be clear. • Create a template to make it easier (Maritz, et al. 103:2015) 59 Business Communication 1 Damelin © Memo E-mails Due to the convenience and speed of the internet, emails are popular. The format of the email can be formal or informal depending on the intended recipient. 60 Business Communication 1 Damelin © (See page 105 in textbook). Important aspects to consider for writing emails: • Apply a formal tone when the email is sent to clients or other businesses. • The email must have a friendly and courteous tone. • Do not use SMS language. • The subject box must be regarded as a heading. • The email must be short. • Do not use capital letters for any words as this is considered as shouting. • Relevant attachments must be sent; stick to shorter attachments, as there may be a limit. • Only “CC” relevant people. • Respond as soon as you can. • it is important to not use it for personal reasons. • Viruses easily get transferred via email. Be careful before opening. • Archive or delete old emails. • Use labelling to sort out your emails. • Only reply to the person who sent you the email. • Include a formal signature & company logo for business emails (Maritz, et al 105-106:2015). Reading Read pages 105-106 of the prescribed text. Forms and questionnaires Most businesses will have some type of form that will be filled in for information and applications. Forms have blank spaces where information must be filled in for a purpose. Make sure that all relevant information is filled in before taking a form. In some cases, it might be difficult to read forms due to the handwriting. Remember to fill in any forms clearly. Questionnaires are used by businesses to collect statistics or to collect facts and opinions of people. The questionnaire is in the form of questions that must be answered. Some questions require straightforward answer whilst others require you to rate something. Questionnaires are usually anonymous to ensure that the respondents feel free to respond without fear of being called. Keep in mind the following when filling in forms and questionnaires: • Make sure you understand what the document is about. Scan it first – what is it about? 61 Business Communication 1 • • • • • • • • Damelin © Use legible handwriting. Keep the form neat. Do not scratch out answers. Follow instruction carefully. Use “N/A” if you cannot answer a question or if the questions are not applicable. Check your answers before submitting. Ask someone if you do not know what to do. Use black point pen. Make sure to not fill in some sections (Maritz, et al. 107:2015; Rheeder et al 171:2016). Reports Reports are formal documentation compiled by someone based on an evaluation or investigation. This is handed in as feedback after all relevant information has been consulted. The report must be a summary while keeping in mind that important information must be included. There are various types of reports that you will face in a business. They include accident reports (accidents that happened at the office), investigation reports (addressing problems faced in the business that must be investigated), feedback reports (discussing what was covered in an event you attended) and progress report (information on the progress of a project). Tips for compiling a report: • • • • • • • • • • • • • Find out who will read the report. Find out what the report must cover if done for the first time. Research and planning must be thorough to ensure that everything was looked at. The title must be clear and precise. There must be a table of contents. The introduction must be clear on what is covered in the report. Break down the report using subheadings. The layout is important; the report must be objective. Use straight-forward words and standard English. Avoid jargon and slang. The report must be written in past tense. The report must be dated clearly. Include page numbers. Include visual aids as applicable. Proper referencing must be done. (Maritz, et al. 108:2015). 62 Business Communication 1 Damelin © The following layout may be used as a template: • • • • • • • • Heading Table of Contents Background Purpose Findings Conclusion Recommendations Signature (Maritz, et al. 108:2015). Business plans follows the following format: • • • Title page and the date. Short overview of the report in less than 500 words. A table of contents. 63 Business Communication 1 • • • • • • • • Damelin © The body Introduction Explanation of the product or service Sales plan Legal requirements Locations Risks Statement for investors. (Maritz, et al. 111:2015). Business proposals follow the following format: • • • • • • • • • Title page with date and name of addressee/s. Objectives that gave rise to the proposals. Summary Table of contents The body Introduction Justification for the proposal References for support Necessary appendices (Maritz, et al. 111:2015). Presentations (using PowerPoint) Presentations are a great way to introduce new ideas and other important information. Visually it makes a presentation more interesting for the audience. Tips for creating a good presentation: • • • • • • • • • • A slide enhances the presentation. Font must be clear and readable to everyone in the room. Language must be plain. Sentences must be short. Use appropriate colours depending on the audience e.g., company colours. Include key ideas, usually in point format. Graphs may be included. Statistics can form an attachment or handout. Do not have too many slides. Use fresh and individual slides (Maritz, et al. 112:2015. Reading Read page 112 of the prescribed textbook. PowerPoint presentations are effective business tools. 64 Business Communication 1 Damelin © Source: Stock images dreamstime.com Meetings The documents involved in meetings are the notice, the agenda, and the minutes. Notices These are given before the meeting to inform people of the meeting. It invites attendance that can be turned down. It is the best way to determine how many people will attend for resource and catering purposes. It must cover the type of meeting, the venue, the time, and the date of the meeting. Notices can be sent using emails; attendance must be confirmed or declined. The response will come back to the person who sent the request. Agenda A list of what will be discussed in the meeting. It also outlines the structure of the meeting. It can be handed out before the meeting; the chairperson is responsible for following the agenda. Minutes of Meetings Minute are written down by a minute-taker (usually a secretary or PA) during the meeting. The person must listen carefully and write down as much as possible. The person will then be responsible for typing the minutes and ensuring they are emailed to attendees. Important points regarding minutes: • • • • • • • • • • • • A list of the people who attended and absentees. Minutes must be taken in the past tense. Write in the third person. Stick to facts. The minute taker must not participate in the meeting. Focus on key points and other important information. Be concise; use abbreviations. Be professional. The minutes must include the company logo and name. Headings must follow the same order as the agenda. Include a “person responsible” section. The minutes must be signed by the chairperson. (Rheeder, et al., 2016: 137; Maritz, et al, 2015: 115) Reading Read page 117 of the prescribed textbook. 65 Business Communication 1 Damelin © The CV The Curriculum vitae (CV) is a very import document that every person should have The CV is focussed on you, as an individual, and outlines your experience and qualifications. Companies receive many CV’s when they advertise a position, and it is important to make sure that yours stands out. Avoid lengthy, rambling, and colourful CV’s; these will be discarded. Tips for good CVs Email a pdf version of your CV. • • • • • • • • • • • • • • • • • Your covering letter must be a separate document. Only include relevant information. The following information is important: Your personal details Your qualifications Your experience (referring to positions you filled. Your interests Testimonials from ex-employers, lecturers etc. Contactable referees Attach certified copies of your qualifications, ID etc. Arrange the CV logically. Start with your most recent position first. Give dates you studied and worked. Keep your CV updated. Do not lie or embellish your information. Ask someone to check your CV critically for grammar, spelling etc. Testimonials must be accompanied by the date of the testimonials and the information about the person. Include name, address, title/position, and contact details of a referee (Rheede, et al. 214:2016) SMS (short message service) and WhatsApp • • • • Can be an effective tool in business. The message must be compiled with the target audience in mind. Write clear and complete sentences. Do not use text speech. Keep it short. WhatsApp: has almost replaced the conventional SMS: It enables one to: • • • • Send a message. Send a message and attach a photo. Send a video clip. Send a message via voice note. 66 Business Communication 1 Damelin © Take a photo of yourself while sending a message. Take a shot/photo of notes on the board and send it to a classmate (Maritz, et al 117:2015). Reading Read page 117 of the prescribed text. Other documents that can be included in the list are: • • • • • • • Proposals Contracts Advertisements Brochures News releases Bulletins Job descriptions Practice Write a formal email to your administrator requesting relevant information e.g., confirmation of the exam date/s. Reading Attempt Question 3.10 – 3.15 in the prescribed textbook 5.3.9 Conclusion Writing does not come without its challenges, but it is vital to be vigilant about the use of grammar and language use. By following the strategies and guidelines discussed in this chapter, your writing will improve. 67 Business Communication 1 Damelin © Revision Questions Answer the compulsory revision questions below. a) Define written communication. b) Explain the role of words and grammar. c) Explain the effects of persuasive writing. d) List and explain types of written communication. e) Explain how to edit written material. 68 Business Communication 1 Damelin © Unit 4: Understanding the work environment. Purpose The aim of this unit is to enable the student to work effectively in the business environment. Learning Outcomes By the end of this unit, you should be able to: explain what is meant by work readiness. • define self-management. • define self-knowledge. • explain what goal setting is. • explain how to develop and maintain filing systems. • explain what is meant by time management. • illustrate how you would work in a team effectively and efficiently; and • list and explain the different management functions. Time It will take you about 25 hours to make your way through this unit. Important terms and definitions Work Being able to operate in the commercial world with readiness confidence. Self- Ability to operate independently with no supervision management. 5.4.1 Introduction Once you have studied this section, you should be able to explain how to operate effectively in a business environment. The tools given during the previous modules should give you the confidence to communicate professionally in oral and written form. We will now focus on managing yourself to work more effectively in a changing and shifting commercial world that has become a battleground with diversity and technological issues. It is important to adapt to the situations you will be in. In this unit we will discuss different tools to be able to manage self, time, team, and conflict. This must be in line with what is required by your management, colleagues, and customers. We must also understand different ethical issues you will face in your work environment. Each person has role to play in the work environment and their roles and responsibilities should be clear; there are different departments in an organization. In this unit, we will cover: • • • • • • • Work readiness Self-management; Self-knowledge Goal setting Developing and maintaining filing systems Suggestions on developing paper and electronic filing systems Suggestions on maintaining filing systems. Filing systems and record-keeping for the business environment 69 Business Communication 1 • • • • • • • Damelin © Internal controls for accounting records Time management Prioritising and delegating Teamwork Stages in group development Dealing with conflict Ethics and professionalism It will take you about 15 hours to make your way through this unit. 5.4.2 What is work readiness? You are work ready if you have the following traits, if not you have to aspire to have most of them. Characteristics: You should: • • • • • • • • • Take responsibility for your own actions. Set goals and set a path to achieving them. Use time effectively. Acknowledge mistakes and learn from them. Be innovative and identify opportunities. Be creative and establish new ideas. Remain optimistic in all situations. Be flexible and adaptable. Be committed and motivated. (Erasmus, Strydom and Rudansky-Kloppers 2016:49-52) 5.4.3 Self-management We will need to master self-management in the organisation we work in. When we refer to “self” we refer to who you are as a person. This includes your characteristics and traits. “Management” refers to techniques or practices needed to oversee yourself. The “plan” is the method used to achieve certain goals. (Maritz, et al. 2015:124) The techniques that will be discussed in the rest of this module will address ways to be able to apply self-management. The four areas we will go into are: 1. Self-Knowledge 2. Goal setting 3. Developing and maintaining filing systems 4. Time management Self-knowledge 70 Business Communication 1 Damelin © An important task we all need to take is to understand oneself. This will help you build better relationships within the organisation. We must understand what our characteristic, traits and motivations are. We must also have a healthy self-image without being arrogant and you. We have seen in unit 2 how assertive communication is the most effective way to communicate in the organisation. Assertive communicators know what they want and know how to confidently express it effectively without walking over anyone (Maritz, et al. 2015:124) In a multicultural environment such as South Africa we are faced with different people who have different views and different approaches to work ethics. This is one main reason why we must understand our own views and approaches to different situations, as this can cause unnecessary conflict in the workplace. We must also keep in mind that we must understand the people we work with and respect them. Example: in most work environments, we have Muslims, Christians, Hindus working side by side; these employees are together for about eight hours a day and must respect cultural practices and customs each group. There are many religious festivals: Christmas, Eid, Festival of lights There are many religious festivals: Christmas, Eid, Festival of lights Source: Bing Images.com How can one improve one’s self-image? Improvement of self-image: According to Maritz (2015:125, one should: • • • • • • Identify your strengths and weaknesses and find ways to improve. Always be positive about yourself. Accept criticism. Associate with positive people Avoid negative influences. Improve your self-mage; do not compare yourself with others. 71 Business Communication 1 Damelin © Refer to page 125 in your prescribed textbook for a comprehensive explanation of above. In the next section we will discuss and evaluate Abraham Maslow’s hierarchy of needs 5.4.4 Maslow’s Hierarchy of Needs Maslow’s hierarchy of needs starts with the lower-order biological and physiological needs to the high order needs. Figure 5.4.1: Maslow’s hierarchy of needs Source: www.simplypsychology.com According to Maritz (2015:1250 biological and physiological needs are basic needs that must be satisfied, or it will lead you to try and fulfil it by other means. As soon as these needs are met, we automatically move to the next higher level. This shows that we might find ourselves on any level depending on what needs are met. This level will also indicate your current motivations and how you 72 Business Communication 1 Damelin © try and fulfil it at work and at home. We must identify our motivations behind how we act and how it affects your environment. 5.4.5 Self-Assessment – Self-fulfilment Let us see what you have learned so far by taking this short self-assessment. a) Which need will be fulfilled by buying a house? b) What would satisfy your self-esteem? Name one aspect or item. Maritz (2015:126) has outlined ways we can develop our self-knowledge: • • • • • Question yourself. Note your reaction in difficult situations and conflict. Ask people to give you feedback. Look to your role models and use them as a benchmark. Put yourself in different situations and see how you react. Badenhorst (2013:122) states that when doing self-analysis, one should ask oneself: • • • • • • • What do I want to achieve in the following five years? What do I want to be one day? Where am I at the moment? Why do I do what I do every day? How long will it take to achieve my goals? What are my strengths and weaknesses? What treat or opportunities might be in my way? Refer to example 4.2 in your prescribe textbook. 5.4.6 Goal setting Goal setting is one of the most important skills that we must apply to our lives and in our work, as stated by Maritz et al (2015:127). Having clear goals will help you see where you need to go, and you will be able to plan the path to reach it. You also need clear goals to help you with your motivation, reflecting on where you are and managing the time you must reach it (Maritz, et al. 2015: 127). Goals are important for the following reasons: 73 Business Communication 1 • • • • Damelin © A goal provides guidance and gives you a clear direction. It helps in effectively planning your resources. Goals will help with motivation as a completed goal will give you a sense of achievement. Clear goals will help you evaluate yourself against others and the effect it has on the organization (Erasmus, et al 2016:209). There are 2 types of goals: • Short-term goals are achieved within a short period (from a day to a month). These also become the foundation for long-term goals. • Long-term goals are achieved over a long period (from one to five years). In most places these goals must be written down and available for you to see so you do not lose sight or focus. As mentioned above, long-term goals must be achieved with clear actions set out throughout the process. Most people do not achieve their goals because they did not outline this process. The following are ways that you can ensure that your goals are effective: Ensuring effective goals: • Goals must be written down for you to see clearly. • A date must be set for when the goal must be achieved. • Small manageable targets and tasks must be set out clearly to help achieve the goal. • Goals must be specific and clear. Goals must be realistic and something that can be achieved based on experience and resources. Goals must be measurable to evaluate progress. Goals must be relevant in relation to your role in the organisation. (Maritz, et al. 2015:127; Erasmus, et al 2016:209-210) 5.4.7 Self-Assessment: Goal setting Let us see how you can apply the knowledge you have gained in achieving goals: Reflect on a goal you have set for yourself this year and answer the following questions: 1. Have you achieved this goal? 2. Did you have adequate resources? 3. Did you face obstacles? Explain. 4. Was the goal realistic? 5. Did you feel motivated? 74 Business Communication 1 Damelin © Attempt example 4.2 in the prescribed textbook 5.4.8 Developing filing systems. Good document and information management is essential in any business. It is essential that the system that is in place is effective in storing, retrieving, and maintaining the documents (Ferreira, Erasmus, Groenewald, de Beer and Campher 2011:114). There are many ways in which documents and information can be stored. Many companies opt for an electronic filing system to create space and for information to be safe from loss. As companies grow the filing of documents and information becomes important as many people are working with different documents (Maritz, et al. 2015:128) The main requirements of a good filing system are: • • • • • • • Accessibility – Documents and information must be readily accessible. Applicability – The system must be effective. Flexibility – It must be adaptable. Safety and Durability – Electronic information must be backed up (a firewall applies). Neat – A neat system helps the process of obtaining documents and information. Save Space – For manual filing: space in the office is important; minimize space used. Simple – Everyone must be able to use the system. (Badenhorst, et al 2013:204) Source: www.dreamstime.com 75 Business Communication 1 Damelin © Internal controls for accounting records Internal controls, for accounting records, are needed to ensure that: • • • • • Valid transactions are recorded. Effective control systems ensure inclusion of all relevant records a Records and transactions are accurate. This will ensure that transactions are assigned to the correct ledger accounts and journals. Filing is done correctly. This will limit any errors and irregularities. Records are complete. Transactions must be correctly recorded. Transactions are correctly classified (Maritz, et al. 2015:130). There are two main non-financial measures for internal control than can be put in place: Fraud is rife and it is important that accounting duties be split between different individuals. Source documents must also be controlled by applying numbering systems. Delegating – Allocating tasks wisely For a department and organisation to be successful roles and tasks must be delegated. Delegation can be downwards, sideways, and upwards. Organisations do not follow the traditional hierarchical structure, as working in a team is regarded as more effective. To delegate we need to plan by asking some questions: • Who will be the best person to do the task? • Who has the experience, skills, and attitude? • Which person has time due to the task? • Is there someone interested in doing the task? • Is there someone that can monitor the person doing the task (Maritz, et al. 2015:134?) Causes for poor delegation: • • • • The fear that someone will not be able to do the job the way you would. The fear that someone might do the task better than you. You might be delegating responsibility but not authority. There might be a shortage of staff (Ferreira, et al 2011:139). Always remember to delegate task in a friendly manner and remember teamwork. It is important to explain why the task is important and why you will not be able to complete it. It is always good to remind the person that without teamwork your department will not be running optimally. You should always be open to accept delegation, but it should never take your focus away from the task you are responsible for. Dealing with interruptions You will face interruptions during your day that was not planned and that will take your time away from planed tasks. Common interruptions in the workplace: 76 Business Communication 1 • • • • • • • • • • • Damelin © a colleague visits you when you are busy working. customers come without appointment. Receiving random calls Too many emails Ineffective meetings Incorrect delegation Allowing social media to intrude the workplace. Lack of prioritization. Constant interrupts by a manager Lack of allocation of responsibility. Lack of communication. (Maritz, et al. 2015:135) Procrastination Procrastination is one of the biggest problems to deal with. Plan tasks so that you complete it on time without rushing. When we rush into it, we might not be able to complete it or it might be done incorrectly. How to avoid procrastination: • • • • • • • • • • Just get started. Do task you do not like first. Big tasks should be broken down into small manageable tasks. Difficult tasks must be done during your prime time. Try to minimize interruptions. Have clear plans or goals. Set clear deadlines. Delegate task appropriately Arrange your workspace to help you do tasks quicker. Reward yourself when you have completed tasks. (Maritz, et al. 2015:135-136) 5.4.9 Organisational Culture Companies have different cultural environments that you will need to understand and fit into. The problem is that the environment you are in might take a lot of your time. Some companies might also not have a culture of effective time management and by falling into this culture will affect your effectiveness. You can create a good working culture by trying to set the following trends: • • • • Always communicate clearly and effectively Keep to allocated times. Save time by asking people to come to you for meetings instead of going to them. Do not waste time on personal call, emails, and social media. 77 Business Communication 1 • • • • Damelin © Do not socialize when not on breaks. Keep your work environment neat. Technology can be used to save time. Travel outside peak time to be able to be on time. (Maritz, et al. 2015:136) 5.4.10 Self-Assessment: Organisational environment Let us see what you have learned in the previous section: Do the following: 1. Write down five obstacles, in in your work environment, which makes it difficult to meet deadlines. 2. How can you address the above? Working in teams As mentioned above, the culture in most organisations has changed from a hierarchical culture where managers are bosses that give tasks and “orders”. We are motivated by leaders to work as a team to ensure that departments within organisations are effective. We must remember that, even if we are managers, that we must be part of your team. The main problems that you will face within teams will be the fact that you will work with individuals and there might be personality clashes and conflict. Learn to respect people and the way they approach situations. Also try and identify the strengths and weaknesses of the members in the team and place them where their strengths are. Formal/Informal groups: In an organisation you will find informal and formal groups. Informal groups include interest or friendship group. Interest groups are groups of people sharing the same interests as the improvement of the working conditions in the office. Friendships groups are usually formed within the organisation to fulfil our need to be social. Formal groups include command groups or task groups. Command groups are based on the company structure from the CEO to the cleaners. These will define formal groups within the organisation. Task groups are brought together in the organisation to complete a certain task. As soon as the task has been completed the group will disband. (Erasmus, et al 2016:255) Within the group structures, as mentioned above, we find teams that have been brought together to complete a project or task. According to Erasmus, et al (2016:256), the members of the group work together with individual tasks that they must complete and by sharing information. These tasks are then brought together to complete the project the group was assigned to do. Advantages of teams: 78 Business Communication 1 Damelin © • Individual sharing information relevant to the purpose of the group • Sharing of information &d brainstorming will improve the quality of the project or task. •It improves self-worth and encourages responsibility to make an impact. • It encourages people to work harder. • People will feel more secure because decisions will be from a group. • Decisions from the team will impact the decision of the organization (Maritz, et al. 2015:139) Source: www.dreamstime.com Stages in group development There are 5 stages of group development: STAGE 1: FORMING In this stage the team is brought together, and a leader will guide and direct the team. This is the best opportunity for members to build relationships and to understand what is required by the team and each member’s individual responsibility? During this stage there seldom is any conflict between members. STAGE 2: STORMING 79 Business Communication 1 Damelin © Team member will start vying for positions within the group. The leader of the team must be able to facilitate this process so that conflict can be minimized and by setting the tone. Focus must be moved back to the goal of the team as sometimes they might lose sight of what they have been brought together to do. The focus here is to share ideas and experiences. STAGE 3: NORMING Here the groups will be established, and team member’s roles and responsibilities will be clear. This stage will be the process of sharing more ideas openly. Big decisions will be made during this stage. The team will also start working together as a unit. The leaders will start trusting the team and his direct control will become less necessary. • • Status – The status of the individuals within the group might be different depending on the age and experience of the member. The member’s social influence will also be different from others. Formal leader – A formal leader might be the manager, project leader, supervisor, Committee chair etc within the organization that leads the team. In some cases, you might find an informal leader that will have a more influence on the team. (Erasmus, et al 2016:255-256) STAGE 4: PERFORMING The team will be focussed on achieving the goal of the team. The leader will monitor and direct the team and work intervene in between member conflicts. If people leave the group, the team might face a setback in the progress as the new person must be established within the team. In this stage all energy is directed to the task. STAGE 5: ADJOURNING This is when the team completed their tasks or project, and members move to other projects. Members who love to work in teams might be despondent because the team is broken up. This is also the stage where the add-on phase for the team takes place. An effective team needs to have the following characteristics: • Group size – The team should not be too big as it might lead to some members being lazy or forming social groups. People also tend to work slower because they feel that the group is big enough to complete the tasks. • Group composition – In a multicultural world we will often work with people of a different race, religion, and social status as us. It might be difficult in the beginning, but the group can work through these differences and in the end perform well . Group norms – The norms of the different members of a group can either be positive or negative. The leader has the responsibility to manage this. • • Group cohesiveness – Cohesiveness refers to the team working together as one unit rather than as individuals. If the group is cohesive the norms will flow from it. There are five different types of teams in an organisation: • • Project groups – Groups that are formed to complete specific tasks. Training groups – Staff selected to undertake training and development. 80 Business Communication 1 • • • Damelin © Problem-solving groups – They discuss ways to improve quality, efficiency, and the work environment (Erasmus, et al 2016:256). A Decision-making group – These groups comprise that take organizational action. A rule-making group – These groups come together to discuss policy (Maritz, et al. 2015:142; Erasmus, et al 2016:256-257) Attempt question 4.5 and 4.6 in the prescribed textbook So how does one deal with conflict? 5.4.11 Organisational Culture Dealing with conflict According to Maritz (2015: 145) conflict can be defined as a when people come into disagreement on something which could lead into an argument. The conflict can be verbal or physical. We all face conflict in our personal life and in the workplace. There are certain written and unwritten rules about conflict in the workplace. It is essential that it must be managed in a professional manner. Physical violence and verbal abuse will not be accepted in an organisation, People have different ways in handling conflict. Some will confront the individual directly or avoid conflict. You will need to reflect on how you handle conflict to identify ways to handle conflict in a good manner. Conflict – different ways: 1. Competing – When two people compete it may create conflict, especially if one of them is obsessed with winning. 2. Accommodating – An accommodating person will let the other person win and neglect themselves. This will not resolve conflict. 3. Avoiding – This person will rather stay away or ignore conflict. The matter will not be resolved. 4. Collaborating – This person will openly start to communicate, question, and resolve any conflict. 5. Compromising – This person only resolves conflict partially. There is some resolution. Steps to resolve conflict: • • • • • • Start by raising the issue and communicating with the group or individual. Define what the conflict is. Establish who is involved in the conflict. Discuss any feelings you might have. Be open to cooperation. Acknowledge the other party’s perspective. 81 Business Communication 1 • Damelin © Reach an agreement (Maritz, et al. 2015:148). Reflection: You are the manager of a small department. Everyone works in an open plan office. Staff often have gripes and one of them is that Abdul gets more a long lunch time on Fridays to go to mosque. Fatima and Abdul take time off twice a year for Eid ul Fitr and Eid ul- Gaj (their holy celebrations: How would you deal with the conflict? Some suggested solutions: 1. Have a meeting where staff can only discuss differences. 2. Ask Abdul and Fatima to explain the significance of Eid and Jum’aa (Fridays) 3. Have a cultural day with meals and costumes from different cultures. 4. Consider having clusters (desks with divisions) or have divisions installed, for privacy. Read example 4.3 and 4.7 in the prescribed textbook. In the next section we will discuss ethics: Ethics and professionalism in business We are constantly faced with situations where our character and values will be tested. It is important to always face things in an ethical manner to decrease conflict. Let us differentiate between a few terms: • • • • • • • Morals – Morals (right and wrong) differ and is taught by parents, teachers, and society. Values – Moral principles or beliefs. Ethics – The study of the general nature of morals and moral choices made by individuals. Business ethics – Business ethics is the study and evaluation of decision-making by businesses. Professional Code of Conduct – The written rules for certain professionals such as lawyers, accountants etc. Professional – Conforming to the standards of a profession (Maritz, et al. 2015:148-149): In organisations we have certain rules and regulations, called the Code of Conduct that must be followed according to our contractual agreement with the organisation. If we go outside of this it 82 Business Communication 1 Damelin © could lead to the organisation taking disciplinary actions. The problem is that we often try to find ways to break the rules, and this will reflect our morality. The Code of Conduct provides the following guidelines: • The employee’s contribution to the organization: what is required of you and how you should achieve it. • • • • • • How the resources in the organization must be used. The employee’s conduct with regards to customers. It should always be professional. The employee’s conduct with regards to suppliers. The employees conduct with regards to competitors. The organizations conduct with regards to staff. The organizations conduct with regards to the community. Management functions In management we follow four main functions to ensure that goals and objectives are met. This is done by correct application of human, financial, physical, and informational resources. The functions of Management: According to Maritz (2015), the functions of management can be illustrated as indicated below: Source: Maritz(2015) Let us briefly discuss planning: Planning. Planning is the process of forming a plan that would help tackle a task on time and with the best quality. It is important for managers to plan for the organisation to grow. The managers must be future orientated for the organisation to be ready for the changes that they might face in the future. There are some benefits for managers to take on the planning process: Benefits in planning: 83 Business Communication 1 • • Damelin © Planning provides direction – It is important for an organisation to know where it is heading. Planning is the best technique that managers can use in order to set down future goals and plans. Planning reduces the impact of change – Managers must anticipate changes that the organisation will face. The organisation must be able to work with the changes for the benefit of the organisation. • Planning promotes co-ordination – All departments of the organisation will know what is required of them to fulfil the goals set by management. • Planning ensure cohesion – An organisation has many different individuals, teams and departments that must understand the goals and work together to complete it. Planning will help with cohesion. Planning facilitates control – Management will be able to measure performance based on the goals. They will also be able to see whether someone will deviate from the process involved in achieving the goals. (Erasmus, et al 2016:158-159). • • The planning process helps to: • Identity goals – Goals gives direction for the organisation to follow. It looks at possible future opportunities and changes in the environment that might affect the goals. Effective goals must be specific (know exactly what we want to achieve), measurable (must be evaluated to see if goals are met), attainable (the goal must be realistic and also provide a challenge), and relevant (the goals must relate to the organisations main goals), and timely (goals must have a time frame). • Identify inventory resources – Human, financial, physical and information resources must be identified and applied. • Assess the business and environment in which the operation exists – Managers must employ a SWOT analysis to assess the strengths (what the organisation does well), weaknesses (what the organisation does not do well), opportunities (to be taken when it arises) and treats (unfavourable conditions). Using these method managers will be able to identify what will assist in achieving the goals and what they must prepare for in future. Analyse business performance – Evaluation must be done on the production and financial strengths and weaknesses. • • Decide on actions – Action must be taken to identify products and services that will help achieving the goals. • Implement strategy – Communicate to all individuals and departments involved the desired action and how they should respond. • Evaluate the plan – Managers must evaluate the progress of the plan and each individual is involved in this process. This will identify if all steps have been successful in achieving the goals and what changes must be made to the plan. (Maritz, et al 2015:155) 84 Business Communication 1 Damelin © Source: Bing image.com 85 Business Communication 1 Damelin © Source: www.dreamstime.com Types of planning: Martiz (2015:158) maintains that there are three types of planning: • • • Long-term or strategic planning – Includes the vision, mission statement and long-term goals of the organisation. Medium-term or functional planning – Includes departmental objectives carried out by middle management. Short-term or tactical planning – Derived from the long-tern goals this phase is carried out by lower-level management. It is the application of resources and measurable to ensure that each individual in a department completes their specific tasks efficiently. (Maritz, et al. 2015:158). In the next section we will discuss the concept of organising: Organising Organizing is the development of mechanisms to make sure that the planning done in the first stage is implemented. The managers must consider people, financial, resources, activities and methods during this phase. It also includes the “forming of hierarchical structure, departmentation, task distribution, unity of synergism” (Badenhorst, et al 2013: 96). This will create the synergism we discussed previously, by forming a team with various requirements to complete the tasks and activities that will help achieving the final goal. The organisational structure Organisational structure includes the formulation of the decision-making framework that shows how different tasks and activities are distributed. It also shows management responsible for the tasks, the reporting structure, and the relationships between departments. Factors that influence the organisational structure: 86 Business Communication 1 Damelin © • The organisation environment – The environment should be stable. Is the environment turbulent where changes are part of the norm? Is the environment technologically driven where changes must be implemented as technology improves? • Strategy and Structure – The strategy determines what is needed for the structure of the organisational structure. • Organisation size – The size of the business will determine the structure. When an organisation grows departments will also grow and, in some cases, new departments will be formed. Current Staff – The current staff in the business will also determine the structure. Based on individual strength and weaknesses roles will be assigned to be more effective. At this time, the managers will also identify required training. • • Organisation Culture – This is the personality of the organisation. Everyone will have different cultural and social backgrounds that together create the culture of the organisation. The culture of the organisation includes the values and environment within the organisation. (Erasmus, et al 2016:237-239). Organisational Design Organisational design is the visual presentation of the organisations structure. There are basically three structures to consider (Maritz, et al. 2015:163; Erasmus, et al 2016:230- 232): • The functional organisation structure. The structure is also regarded as a traditional structure that was followed by most organisations in the past and some today. It is a basic breakdown of the departments into different group functions. Each group specialises in a specific department. Departments: • • • • Finance Human resources Sales Marketing (and so on) Can you add on the above? We are almost at the end of a very long unit…here we will discuss departmentalisation: Departmentalisation 87 Business Communication 1 Damelin © Departmentalisation is a way of structuring a business. It is split between controlled departments with a manager who will be responsible to control the activities. The main reason for departmentalisation is the process of trying to group similar work in one department. There are five bases for departmentalisation (Maritz, et al. 2015:165-166; Badenhorst, et al 2013:97-98; Erasmus, et al 2016: 228-230) a s shown below: 1. Functional Departmentalisation As shown above, this type of departmentalisation is typical of most organisations. Here groups are grouped together by the function they fulfil. Finance department marketing department, human resource department etc. are some ways this is grouped. 2. Product Departmentalisation This type of departmentalisation is the grouping of departments into the product or group of products. An organisation might be involved in clothing, cosmetics, appliances etc. 3. Location Departmentalisation This type of departmentalisation applies to businesses that operate in different geographical areas. Some organisations have branches in many different countries or city and by structuring everything accordingly regions will be effective based on their context. 4. Process Departmentalisation This type of departmentalisation is based on the customer or product flow. In an educational organisation, for example, you will follow the sales department, the financial department, the Academic department until you reach the recruitment department. Each department has their own manager taking responsibility for this part of the process. 5. Customer Departmentalisation This type of departmentalisation is based on the specialised segment of the market or group of consumers. Example can be a structure based on an organisation offering services to the government, industry, and consumer. The boundary-less organisation Some organisations have the philosophy that there should be no boundaries. The structure they follow is called the flat organisational structure. Due to technology advancement companies often follow a decentralised system where relationships between customers, suppliers and competitors are broken down. In some cases, cross-organisational teams are set up so that they work together. The changing role of employees Due to a rapid changing environment, we must adapt to the work situations we find ourselves in. We are responsible for our own career advancement and development and must accept that we might change various career fields. These changes will be defined by workplace diversity, development in technology and proliferation of knowledge we face. 88 Business Communication 1 Damelin © Boundary-less careers refers to the new reality where an individual seldom stays in the same organisation. People move between organisations based on their performance and flexibility. The main motivation behind this is the acquirement of skills, experience, and personal career growth. But who drives these employees? What is leadership? According to the Oxford dictionary (2019) it is the action of leading a group of people or an organization. There are different styles of leadership. The autocrat leads by dominating the members in the group. Members often follow the leader out of fear and not out of respect for their role. They leave little room for discussion concerning new approaches or views with regards to goals and activities. There is a time when this type of leadership is appropriate especially if the team does not complete their tasks or become lazy. The laissez-faire leads by leaving the team to do their tasks according to their own way. The leader seldom participates in the group and is in some cases is absent. There is a time when this style of leadership is applicable especially when the team is skilled and have good track records. The team will complete their tasks effectively because they are empowered. The democrat leads by consulting the team. They still lead the group but is open to ideas regarding how tasks must be done and who would be the best to perform certain tasks. The democrat takes responsibility for the role of leader and motivates the team by directing and guiding them to be successful. Benito Mussolini was an Italian political leader who became the fascist dictator of Italy from 1925 to 1945. Originally a revolutionary socialist, he forged the paramilitary fascist movement in 1919 and became prime minister in 1922. Called “Il Duce” (the Leader) by his countrymen, Mussolini allied himself with Adolf Hitler, relying on the German dictator to prop up his leadership during World War II, but he was killed shortly after the German surrender in Italy in 1945.Much of Mussolini’s early adulthood was spent traveling around Switzerland, getting involved with that country’s Socialist Party and clashing with police. In 1909, he moved to Austria-Hungary to become editor of a socialist newspaper, but was deported back to Italy, accused of violating laws meant to regulate press freedom. Mussolini 89 Business Communication 1 Damelin © Source: Britannica.com Soon, Mussolini stood in a general election as the Fascist candidate but lost in a Socialist sweep. Two days later, Mussolini was arrested for allegedly collecting arms to overthrow the government but was released without charges the next day. In 1921 the Italian King Victor Emmanuel III dissolved Parliament amidst growing violence and chaos. Elections brought a huge win for the Fascists, with Mussolini taking a seat as a deputy in Parliament. The party changed its name to Partito Nazionale Fascista. Source: https://www.history.com/topics/world-war-ii/benito-mussolini In addition, there are different styles of leadership such as coaching, delegating, directing and mentoring. Refer to your prescribed textbook for more information on the above topics, and attempt: 4.11 – 4.14 in the prescribed textbook. 5.4.12 Conclusion In this learning unit, we discussed many topics, which include work readiness, self-management, selfknowledge and what is meant by goal setting. We learnt about developing and maintaining filing systems, time management and working in teams. We also discussed dealing with conflict, as well as ethics, professionalism, and leadership. 5.4.13 Revision Questions Answer the compulsory revision questions below. a) b) c) d) e) Explain work readiness. Define self-management. Discuss goal setting. What are SMART goals? What are the benefits of good time-management? Name three types of leadership styles. 90 Business Communication 1 Damelin © References Badenhorst SJ, Ferreira EJ, Groenewald D, Joubert HJ, Marcus JSF, Steenekamp S, Swanepoel F, van den Berg A, Van Heerden A & Van Rooyen AWP. 2013. Business and Office Administration: An OutcomesBased Approach. Sandton: Heinemann Publishers (Pty) Ltd. Bender MC, Kotze P & Maritz CJ. 2015. Business Communication 1 (2 Edition). Cape Town: Edge Learning Media. nd Duggan T. 2017. Examples of Verbal Communication in the Workplace. Available http://smallbusiness.chron.com/examples-verbal-communication-workplace- on 10936.html. 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