Communication

Can be defined as the

Interaction or exchange
between people which
results in the transfer of
a message or information

Elements of communication

The sender
The message
The receiver
The medium

Itsa2wayprocess

Itcanbe
Verbal,written,elecrtonic,visual,

Skills needed to communicate

effectively

Ability to speak clearly

Ability to write accurately
Ability to listen
Ability to read and understand
Ability to use technologies
Ability to use and read body language
and eye contact
Ability to select the proper medium

Channelsofcommunication
Downward
upward

horizontal

Manager to
supervisor
From a sales rep. to
the sales manager
At the same levelproduction manager to
the finance manager

Principles of effective communication

(2005 Q4( 25)

The message must be clear/unambiguous

Language easily understood by the
recipient
Accuracy in the message
Short and simple
Consider the cost
Is a record needed?

Benefits of effective communication

Q42007(20)
Better decisions
Harmonious industrial relations
Better morale
Productivity
Motivated workforce
Increased sales

communication

formal

informal

Monthlymeetings

Discussionafterwork

Letters

Gossip

Reports

Unplanneddiscussions

Communication
Between people
within the same
business
Staff-staff,
Manager-manager

Internal

External

Banks
Customers
Government
Suppliers
Insurance companies
Revenue

commissioners

internal

verbal

written

electronic

Telephone

Email

Email

Conversations

Memo

Text

Intercom

Noticeboard

Intranet**

meetings

Report
Letter
poster

Intranetlocalareanetwork(LAN)employeescomputersarelinked
sothattheycancommunicatewitheachother.

external

verbal

written

Telephone

Fax

Meeting

E-mail

Conference
Trade fair
Press
conference
Mobile phone

Press release
Brochure
Advertisements
Letter

electronic
WWW
Video
conference
E-mail
Internet
Electronic data
interchange(EDI)

EDIsetupbycompanieswhohavefrequenttransactionsbetweenthem.Theirsystemsare
compatiblesocommunicationsbetweenthemareinstant)egtheautomaticreorderingof
goods
(2002(10marks)

Choosing the most effective method of

communication
The nature of the information-launch of a
new product
press release
Cost involved?
Confidentially?
Urgency?
Distance?
Record?
The ability of the recipient to receive the
message

Barriers to communication

Language is inappropriate
padding
Failure to listen
Wrong method used
Distrust between people
2002Q4(a)20

Itleadsto

Problemsbeingunresolved
Lackofmorale
Decisionsbeingmadeonthe
basisofincompleteinfo.
Industrialrelationsproblems

2008Q4(b)25

JonesWholesaleElectricalLtd.

Abusinessletter

Senderoftheletter

Telephone(021)434345.Fax(021)435666Emailjones@eircom.net
TomSmithElectricalSales,
14HighSt.,

112BayviewSt.,

Towhomitsbeensent

Cobh,
Co.Cork

Tuam,
Co.Galway.

25/4/2004

DearMr.Smith,

date

Weacknowledgereceiptofyourletterdated16/4/2004concerningthethreefaultyPhillipsJet900w
microwaveovensasperinvoice135728dated4/4/2004.
HavingcontactedthemanufacturerIcanconfirmthattheywerepartofafaultybatch.Thiswasdue
toabreakdownintheproductionprocessonthedateofmanufacture.Phillipshavesinceinstalleda
newproductionprocessandsuchproblemsareunlikelytoreoccur.
Phillipshaveaskedmetoreplacethethreefaultymicrowaveovensforyoufreeofchargeandin
addition,asagoodwillgesturetoallowyouanadditional1000credittobeusedbyyoutopurchase
otherPhillipsproducts.

Bodyof
letter

Ihopethiswillbeacceptabletoyouandthatwecancontinueourgoodworkingrelationshipintothe
future.

Yourssincerely

LiamJones,MarketingManager

Signature
Titleofsender

meetings
Formal-regular/agenda/shop steward-Hr
manager
Informal-unplanned/friendly/no agenda/issues
discussed might be put on the agenda of a formal
meeting
Ad hoc-sudden/one issue meeting
A.G.M.-annual general meeting. Compulsory for
companies.
E.G.M.-extraordinary general meeting- an issue
of such importance that has occurred that the
directors feel its best be discussed by the
shareholders eg a take-over bid.
Video-conference

(Virtual meeting)

Ameetingispresidedoverby

Thechairperson

Preparestheagenda/checksthatthereisaquorum/followsthe
agenda/allowseverybodytoparticipate/establishesorder/usesa
castingvoteifneeded/getsdecisionsmade/startsandendsameeting
ontime/needstobeimpartial
Thesecretary
Reads&repliestoallcorrespondence/keeparecordofmembers/sends
outnoticeofmeetingstomembers/helpspreparetheagenda/keepsthe
minutes/keeps&filesrecords.

club

Notice of meeting

Company

TheA.G.M.ofNaFiannaGAAclubwillbeheld
intheclubhouseonMonday15December2003at
8.00p.m.

TheAnnualGeneralMeetingofWoodsLtdwill
takeplaceattheGreatSouthernHotel,Sligoon
May12004at2.30p.m.

Agenda

Agenda

Minutesoflastmeeting

MinutesoflastAGM

Electionofofficers

Chairpersonsreport

Reviewofteamperformances

Auditorsreport

Treasurersreport

ElectionandreelectionofDirectors

Extensionofclubhouse

Declarationofdividend

A.O.B.

A.O.B.

JohnOBrien(Clubsecretary)

ThomasJ.OReilly(Companysecretary)

Memo2002,2004,2006

To:

Allstaff

From:

NiamhBurke,ManagingDirector

Date:

24March2007

Re:

StaffBonus

Eachemployeewillbepaidabonusof1000duetothe
successofthefirminreceivingtheISO9000award.Thebonus
willbeincludedinthepaychequedueonMarch30th.2007

Reportwriting
Title
Termsofreference
2004(10)

Procedure

Theinstructionsgivetotheauthors.To
investigate
Whodidwespeaktosurveyed,interviewed
etc

Findings

Mainsectionofthereport

Conclusions

Astatementofwhattheybelievetobethefacts

Recommendations
Signit

Futurecoursesofaction
Jobtitleofauthor

date

Title

ThebenefitsandchallengesofinstallingITapplicationsinthecompany(CosmeticsProductsLtd)

From

SheilaCollins,ManagingDirector
TheBoardofDirectorsofCosmeticsProductsLtd

To

ToprepareareportonthebenefitsandchallengesinvolvedininstallingnewITapplications

Termsof
reference

Thebenefitswouldinclude
Bodyof
report

1.

Itwillallowuscommunicatebothinternallyandexternally(email/intranet)

2.

Itwillgiveusanothermethodofsellingourproducts(internet)

3.

Itwillprovideuswithanopportunitytoadvertiseourproducts

4.

Itwillfacilitatethepreparationofaccounts

5.

Itwillassistinpayroll

ThemainproblemsITwillposeinclude
1.
ITwillneedalargecapitaloutlay
2.
Staffwillneedtraining
3.
ITapplicationsdepreciateafundwillneedtobecreatedtoupdatethesysyems
4.
ThecompanywillneedtoappointanITspecialist

Recommendation

InorderforthebusinesstoremaincompetitiveitisessentialthatweinstallthenewITsystem

SheilaCollinsManagingDirector

Visual
presentation

Apicturepaintsathousand
words

2005
(10)
m

Piechart

Trendgraph

Thedataprotectionact1988
Informationthatcanbeprocessedautomatically

Data

Itdoesnotapplytoinformationkeptmanually
Thedatasubject

Q42007(25)

Thedatacontroller
Thedataprocessor
thedatacommissioner

Thedataprocessor
Isapersonorfirmwhoprocessthedataon
behalfofthedatacontrollers.

Thedata
controller

Thepersonwhocontrolstheuseofpersonal
informationheldaboutindividualson
computer

Mustallowthedatasubjectaccess
Datashouldbeaccurateanduptodate
Datashouldbesecure
Datashouldbekeptonlyforaslongasnecessary
Beobtainedfairly

Thedata
commissioner

Toseethattheactisworkingproperlyandto
investigatecomplaintsofbreachesofit.

Providesadvicetopeopleabouttheact
Investigatescomplaints
keepsaregisterofdatacontrollersincludingfinancial
institutions,publicbodies,marketingfirms,debtcollection
firms,bodieswhokeepinfo.onpoliticalopinionspeoplesracial
originsphysicalormentalhealthcriminalconvictions.
Developscodesofpractice
Cangivepemissiontoauthorisedofficerstoenterapremisesand
obtaindataonfile
Caninstigatelegalproceedingsagainstthosewhoareinbreach
oftheAct.

Datakeptforthepurposeofsafeguardingthestateis

exempt