Communication
Definition: the transfer of information between parties. Types: Oral, Written or Visual.
Importance of Good Communication:
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Employees - good industrial relations with employees – fewer disputes and strikes
Suppliers – materials delivered on time – discounts, special offers
Customers – customer service, advertising and PR – results in sales and profits
Shareholders – accurate, up-to date financial information – continued investment
Interest groups – maintain good relations for positive publicity
Channels of Communication
Downward – management down to staff - eg instructions
Upward – staff up to management – eg work progress
Horizontal – same level – eg one production team informing another
Types:
Internal – within the business
External – communication with
outside stakeholders
Methods of Communication:
Verbal
Face-to-face, phone, skype,
intercom, meetings
Face-to-face, phone,
meetings, TV, Radio, Exhibit,
trade show
Written
Report, memo,
notice board,
letter, newsletter
Business letter,
report, newspaper,
flyer, brochure, email, website,
Visual
Graphs, charts,
data projector,
video, PPT, skype
Video conference,
skype, EDI, website
Principles of Good Communication:
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Proper Language – technical and non-technical to suit the audience
Brief/Concise – short and to the point. Focus on the key message
Correct timing – Monday morning Vs Friday evening – when the audience will listen
Record – a written record (hardcopy or softcopy) so that it can be checked
Feedback – check that the message was received and understood – Allow time for questions
Good Relationship – if people “get on” there is a better chance of agreement, receiving the message
Suitable method – private Vs public and medium eg e-mail Vs face-to-face
Barriers to effective communication: (Reverse the Principles of Good Communication)
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Wrong Language: too technical – not understood.
Padding: too much information – message gets lost, receiver gets frustrated
Wrong timing: Recipient not ready to take in the information – eg Serious announcement on Friday
afternoon may not be effective
Lack of Feedback: no questions – receiver may not have understood or got the message
No record: not written – disputes may arise as to what was said
Poor relationship: Sender and Receiver don’t see eye-to-eye – message not believed, ignored or not
agreed on
Wrong method: written, Verbal or Visual, Private Vs Public – eg intercom Vs e-mail.
Factors to consider when choosing a communication method:
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Cost: some methods are expensive and the business cost must be considered – eg skype Vs phone
Urgency: If a message is urgent the speed of delivery must be considered – eg e-mail is quicker than
snail mail
Confidentiality: If a message is confidential then possibility of leaking a message must be avoided – eg
intercom Vs face to face
Record: if the message needs to be recorded then written or technology may be needed – eg verbal
communication Vs Memo
Feedback: if the sender needs feedback the method must facilitate that. Intercom Vs meetings
Nature of the message: Complicated, technical, new, detailed – may need to be in written format for
people to take time to study it.
Legal Requirements: May require written form – eg written contract
Types of Meetings
 Formal: regular meeting with notice and
agenda
 Informal: unplanned, with no agenda
 Ad hoc meetings: a meeting that takes place
at short notice
 Annual General Meeting: AGM: held once a
year
 Extraordinary Meeting: EGM: Held in an
emergency
Notice: Time, Place & Date of next meeting
Agenda: list of items for discussion at a meeting
Quorum: the minimum number required to hold the
meeting
Motion: an item for discussion at a meeting
Casting Vote: the chairperson has the deciding vote if
there is equal votes for and against a motion
Minutes: a written account of a meeting
Chairperson Duties:
 Set the agenda with the secretary
 Open the meeting
 Ensure the quorum is present – minimum
number of people required to attend
 Make apologies
 Minutes of last meeting are read and
adopted
 Follow agenda
 Keep order
 Allow everyone a chance to speak
 Put motions to vote – exercise casting vote
in a tie
 Arrange next meeting
Secretary Duties:
 Set the agenda with the chairperson
 Send out the notice and agenda to those
who should attend
 Read the minutes of the last meeting
 Read any correspondence
 Take written notes of the meeting
 Write up minutes of the meeting
 Arrange next meeting
Business AGM Agenda:
Minutes of Last Meeting
Manager’s Report
Accountant’s Report
Election of Board of Management
AOB
Club AGM Agenda:
Minutes of Last Meeting
Chairperson’s Report
Treasurer’s Report
Election of Club Officers
AOB
Report: Detailed account with analysis, conclusions, recommendations
Title: Report on Club Open Day
Author: J. Bloggs, Chairperson
Date: 12/1/2013
Aims: To report on the activities of the Club Open Day.
To establish improvements that could be made.
To identify if the open day was a success.
Research: Methods used to gather data
Findings: Open Day Activities
Strengths
Weaknesses
Opportunities
Threats
Conclusions: Improvements:…………………………………
Was the open day a success? ……………….
Recommendations: Actions to be taken based on findings
A good reports is:
 Relevant
 Timely
 Clear
 Accurate
 Impartial
 Brief
Purpose of a Report:
 Brings data together
 Allows expert analysis
 Enables informed decision making
Letter: Business letter
Sender Address
Telephone
Date
Recipient Name
Recipient Address
Re:
Dear Mr Giggs,
Intro………………………..
Detail………………………
Conclusion……………..
Sincerely,
_______________
J Bloggs
Memo: a short note
To:
From:
Date:
Re:
Dear staff, please note that……………………………………effective immediately.
Sincerely,
M Bloggs
Charts: Bar Chart, Line chart, Bar Chart, Pictogram
2011
2012
2013
€,000
€,000
Shoe Shop Sales
6
5
4
3
2
1
0
14 Shoe Shop Sales 2011-2013
12
10
8
6
4
2
0
2013
2012
2011
Technology
How technology can help business
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Automate repetitive processes – reduce staffing costs
Facilitate reuse of data – improved information across business divisions
Increase speed and efficiency of data processing – free up time for other activities
Up-to-date information can facilitate quicker and better decision making – give competitive edge
Create a modern and positive image – customers and staff happier
Reduced Cost - Reduced and cost physical storage of paperwork – reduced cost of printing
Uses of WWW for business
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Company website – advertising, providing information to customers, selling online
Social networking – building up customer contacts, advertising, making business links, crowd sourcing
Web – research, sourcing suppliers, markets, training online, online banking, Revenue ROS online
Communication – Messaging, Skype, Webmail, video conferencing
Opportunities for business online
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Selling online – e-business
Global markets – access to markets worldwide
Internet access Requirements
The internet is a worldwide connection of computers
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Internet Provider – eircom, 3G, etc
Browser – Firefox, Internet Explorer
Problems of using email in Business
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Junk Mail - Time consuming and expense in filtering
Security – may not be secure
Written form – some business situations require a printed form with signatures/dates
TERMS
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IT – Information Technology
EDI – Electronic Data Interchange – eg transmission of invoices between supplier and buyer
ISDN – Integrated Services Digital Network (ISDN) is a set of communication standards for
simultaneous digital transmission of voice, video, data, and other network servides
Internet – a world wide connection of computer networks
E-mail – electronic mail
E-Commerce – electronic commerce, buying and selling online
WWW – world wide web
New Developments
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Paperless business – documentation stored, sent, received digitally
Cashless trading – online money transfers, buying and selling
Cloud computing – data stored in the web – eg google docs
Online collaborations –eg crowd sourcing, groupon
GPS tracking – eg sat nav, maps,
Bluetooth – wireless connectivity
Mobile apps