CHAPTER 28 Communication Oral Communications Communication is the

CHAPTER 28 Communication

Oral Communications Communication is the transfer of ideas, messages or facts between people. Oral Communications Advantages Disadvantages Speed: it is a quick and easy way to exchange information There is no record of the conversation or agreements reached Direct questions cannot be ignored People may make hasty decisions in order to save time Clarifications can be sought and given instantly People may easily forget essential details of a conversation and later disagree on the outcome Allows for “eyeballing”

Examples of Oral Communications 1. Person-to-person conversations 2. One-to-one telephone conversations 3. Intercom system 4. Meetings 5. Videoconferences 6. Teleconferences

Written Communications Advantages Disadvantages There is a permanent record of views and opinions expressed. Slows down decision-making as much time may be lost in exchanging correspondence People have time to give serious consideration to points raised before replying. Correspondence received may be ignored. Confidential information that is kept on files may fall into the wrong hands.

Examples of Written Communications Board notices Letters Memos Business documents Reports E-mail Facsimiles (fax) Text messaging Newspapers and magazines Websites

Letter Writing 20 High St, Naas Co. Kildare Phone: 045 23456 Email: home@gmail. com Fax: 045 2348 13/5/2012 To: John Greene All Weather Doors Ltd Main St, Newbridge Co. Kildare 1. Sender’s contact details 2. Date 3. Name and address of addressee Dear John 4. Salutation Last March I ordered a new aluminium patio door from your company 5. Introduction On signing the contract I gave your company a deposit of € 100 and two weeks later the door was installed by one of your apprentice fitters. On completion of the work I paid the balance of € 450 by credit card. After a week I noticed that the door did not seal properly and within two months the door developed spots of rust. At this stage I require either a complete replacement of the door or a return of the money paid by me. I enclose a copy of the receipt of payment. Yours sincerely, Miriam Kennedy 6. Main body 7. Expected response 8. Final paragraph 9. Closure

Report Writing A report is a written account of the outcome of an examination or analysis of a particular topic. Its content is similar to that of a letter, with some minor exceptions. It should contain: 1. Sender’s contact details 2. Date 3. Full name (or title) and address of the addressee 4. Title 5. Terms of reference (purpose of the report) 6. The main body of report should outline the methodology followed and, where applicable, calculations used. 7. Recommendations based on the report’s contents 8. Formal closure

Internal communications 1. 2. 3. Internal communication is any form of communication that allows people within an organisation to communicate with each other. Internal communication involves: A downward flow of information , i. e. from the Board of Directors down to the general employees. An upward flow of information , i. e. from the general employees up to the Board of Directors. A lateral flow of information , i. e. the flow of information between people who are working at the same level within the firm.

External Communications External communication is any form of communication that allows people in one organisation to communicate with people outside of that organisation. External communication involves: The flow of information between a firm: --- and its customers --- and its shareholders --- and its suppliers --- and its bank --- and the government --- and the general public

Visual Aids To Communications Line graphs are a convenient way to present summaries of trends in a visual form. € 1, 000 Sales in 2012 160 140 120 100 80 60 40 20 0 Sales 1 st Quarter 2 nd. Quarter 3 rd. Quarter 4 th. Quarter

Visual Aids To Communications Bar charts are a convenient way to show comparisons % Sales by Regions 45 40 35 30 25 20 15 10 5 0 20011 2012 Leinster Munster Connacht Ulster

Visual Aids To Communications Pie charts are used to show the components of a total figure. % Returns to the Factors of Production for 2012 10 20 40 Land Labour Capital Enterprise 30

Visual Aids To Communications Pictograms A Pictogramis a chart or diagram that uses symbols or objects to represent a value. Example: Each car shown below represents monthly sales of € 10, 000