COMMUNICATIONS
● Communication is about sending and receiving messages
● Sender = the applicant for the job
● Receiver = the personal manager
HOW COMMUNICATIONS TAKE PLACE
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Channels of communication = when messages are passed vertically and from side to
side.
DOWNWARD COMMUNICATION = passing messages from the top of the organization to
the ones at the bottom known as ‘subordinates’
● Subordinates look up to their managers and leaders
● Allows leaders to give instructions and take decisions
UPWARD COMMUNICATION = passing messages from the bottom of an organization to
those at the top
● Helps the manager to understand the thoughts of the subordinates
● Makes the managers aware of problems
● Helps staff to feel valued
● Provides managers with information to help feel to make decisions
HORIZONTAL COMMUNICATION = the exchange of information between colleagues on the
same level of importance in an organization.
THE EFFECTS OF POOR COMMUNICATION
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MISTAKES OCCUR - when there is a misunderstanding, defective goods might be
produced which have to be scrapped.
COSTS ARISE - if a construction project is delayed , financial penalties might be
incurred.
DECISION MAKING SLOWS DOWN - if information takes too long to reach its
destination, there may be a delay in decision making, which would result in business
missing out on important opportunities.
STAFF MOTIVATION SUFFERS - poor communication can frustrate employees and
could result in higher absenteeism.
TYPES OF COMMUNICATION
ORAL
ADVANTAGES
● It is the fastest system of communication
● The messages are very clear
● Feedback is immediate
● Favors both the literates and illiterates
● Covers a wide area as one person may communicate to a large audience
● Gestures can be used.
DISADVANTAGES
● Leaves no reference or proof
● TVs and telephones are only suitable for subscribers
● TVs and telephones favor urban centers neglecting rural areas
● When absent, you miss the message since there is no reference
● May not favor the deaf
METHODS OF ORAL COMMUNICATION
1. TELEPHONE
ADVANTAGES
● It is a fast mean of sending information,hence suitable for urgent messages
● It eliminates physical movement of people from one place to another to convey
information
● It is accurate and relatively cheap
● It saves money and time
● Replies are immediate
● Mobile phones enable one to make and receive messages anywhere, anytime
provided where there is network
DISADVANTAGES
● Very few people have telephones in their homes
● Misuse of telephone makes it very costly to maintain
● There is no physical face to face contact between callers
● Telephone communication leaves no reference
2. MEETINGS
ADVANTAGES
● More ideas are likely to be generated
● People at different levels of importance in the business will meet
● Provides opportunities for the exchange of views that might not be expressed in
other forms of communication
● Employees may feel that their views are being considered
● Possible to get support from colleagues when giving views and exchanging ideas
DISADVANTAGES
● Can be costly because work has to be set aside whilst meetings takes place
● Can be time consuming as people can get distracted
● Meetings may be disrupted if one person is late
● Some participants may be inadequately prepared or will let others do all the work
3. FACE-TO-FACE COMMUNICATION
ADVANTAGES
● Allows immediate feedback
● Encourages cooperation
● Allows new ideas to ge generated
● Saves time
DISADVANTAGES
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Negative body language may create a barrier
A record of the discussion may not be kept
Non-relevant information may be included
Some people may not listen
WRITTEN
ADVANTAGES
● Details can be given, specially with letters
● It is cheap means of communication
● There is record for further reference
● It is not possible to distort messages
● It can be planned before sent
DISADVANTAGES
● It only favors the literates
● Messages may take long before reaching the receiver
● Reply is not immediate
● May benefit only those with post office boxes
● It is expensive in terms of paper,equipment and postage
● It is time consuming to prepare, organize of produce
METHODS OF WRITTEN COMMUNICATION
1. LETTERS
ADVANTAGES
● Letters are less costly than telephones
● Detailed information may be sent by letters
● It acts as record for future reference
● Illustrations and pictures may be sent by letter
DISADVANTAGES
● Letters are suitable only for literate society
● Letters are not for sending urgent information
● Only people with post office boxes may benefit from this service
● Immediate replies cannot be received
2. AGENDA
ADVANTAGES
● Meetings are less likely to drift
● The list of discussion topics will make for a more orderly and efficient meeting.
● Helps people to prepare for a meeting
DISADVANTAGES
● May make the meeting inflexible
● Once an agenda has been set it is not acceptable to discuss other matters of interest
● May cause delays if important participants disagree on the items to be included
3. MINUTES
ADVANTAGES
● Provides a written record of what was discussed and decided
● Everyone will know the exact date time and location and names of attendees and
those who were unable to attend
DISADVANTAGES
● Failing to take minutes can cost time and money
● Might lead to disagreements and confusion when decisions made at the meeting are
put into practice.
ELECTRONIC
ADVANTAGES
● Possible to send messages instantly, all over the world to a large number of people
all at the same time.
● Contains speed and efficiency
● Allows people to send and receive messages in any location provided that there is
access to the internet.
● Allows employees to work from home
● Saves time and money for employers
DISADVANTAGES
● In some areas, it's not possible to get a broadband connection
● Connections can be lost when using the internet
● Email boxes get filled with electronic junk mail or spam
● Computer viruses can result in the loss of files
● Computer hackers m get hold of sensitive and confidential information
● Some users may be distracted by adverts and other online material when
communicating
METHODS OF ELECTRONIC COMMUNICATION
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INTERNET
Market products by displaying them on shopping sites
Allows customers to buy products with credit and debit cards
Provides general information about the history and nature of the business
Advertise jobs to people inside and outside the business
Obtain information about other companies and products for market research
Obtain information about potential suppliers
Deal with queries online
2. VIDEOCONFERENCING AND TELECONFERENCING
● Video Conferencing uses cameras, computers and telephones to like meeting
participants.
● Teleconferencing is similar but the participants in the conference call are all linked
by telephone
3. EMAIL