Communication Can be defined as the Interaction or

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 It’s a 2 way process It can be 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

Channels of communication 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 Q 4( 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 • • • Q 4 2007 (20) Better decisions Harmonious industrial relations Better morale Productivity Motivated workforce Increased sales

communication formal informal Monthly meetings Discussion after work Letters Gossip Reports Unplanned discussions

Communication Internal External Between people within the same business • Staff-staff, • Manager-manager • Banks • Customers • Government • Suppliers • Insurance companies • Revenue commissioners

internal verbal written electronic Telephone E-mail Conversations Memo Text Intercom Notice board Intranet** meetings Report Letter poster Intranet-local area network(LAN)-employees computers are linked so that they can communicate with each other.

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) EDI-set up by companies who have frequent transactions between them. Their systems are compatible-so communications between them are instant)-eg the automatic re-ordering of goods (2002 (10 marks)

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 2002 Q 4(a) 20 2008 Q 4(b) 25 It leads to Problems being unresolved Lack of morale Decisions being made on the basis of incomplete info. Industrial relations problems

A business letter Jones Wholesale Electrical Ltd. Sender of the letter Telephone (021)434345. Fax (021)435666 E-mail jones@eircom. net 112 Bay-view St. , Tom Smith Electrical. Sales, 14 High St. , To whom its been sent Cobh, Co. Cork Tuam, Co. Galway. 25/4/2004 Dear Mr. Smith, date We acknowledge receipt of your letter dated 16/4/2004 concerning the three faulty Phillips Jet 900 w microwave ovens as per invoice 135728 dated 4/4/2004. Having contacted the manufacturer I can confirm that they were part of a faulty batch. This was due to a breakdown in the production process on the date of manufacture. Phillips have since installed a new production process and such problems are unlikely to re-occur. Phillips have asked me to replace three faulty microwave ovens for you free of charge and in addition, as a goodwill gesture to allow you an additional ¤ 1000 credit to be used by you to purchase other Phillips products. Body of letter I hope this will be acceptable to you and that we can continue our good working relationship into the future. Yours sincerely Liam Jones, Marketing Manager Signature Title of sender

meetings ØFormal-regular/agenda/shop steward-Hr manager ØInformal-unplanned/friendly/no agenda/issues discussed might be put on the agenda of a formal meeting ØAd hoc-sudden/one issue meeting ØA. G. M. -annual general meeting. Compulsory for companies. ØE. 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. ØVideo-conference (Virtual meeting)

A meeting is presided over by The chairperson Prepares the agenda/checks that there is a quorum/follows the agenda/allows everybody to participate/establishes order/uses a casting vote if needed/ gets decisions made/starts and ends a meeting on time/needs to be impartial The secretary Reads & replies to all correspondence/keep a record of members/sends out notice of meetings to members/helps prepare the agenda/keeps the minutes/keeps &files records.

club Notice of meeting Company The A. G. M. of Na Fianna GAA club will be held in the clubhouse on Monday 15 December 2003 at 8. 00 p. m. The Annual General Meeting of Woods Ltd will take place at the Great Southern Hotel, Sligo on May 1 2004 at 2. 30 p. m. Agenda • Minutes of last meeting • Minutes of last AGM • Election of officers • Chairpersons report • Review of team performances • Auditors report • Treasurers report • Election and re-election of Directors • Extension of clubhouse • Declaration of dividend • A. O. B. • John O’Brien(Club secretary) • Thomas J. O’Reilly(Company secretary)

Memo -2002, 2004, 2006 To: All staff From: Niamh Burke, Managing Director Date: 24 March 2007 Re: Staff Bonus Each employee will be paid a bonus of € 1000 due to the success of the firm in receiving the ISO 9000 award. The bonus will be included in the pay cheque due on March 30 th. 2007 Niamh Burke

Report writing Title Terms of reference 2004 (10) Procedure The instructions give to the authors. “To investigate ………” Who did we speak to-surveyed, interviewed etc Findings Main section of the report Conclusions A statement of what they believe to be the facts Recommendations Sign it Future courses of action Job title of author date

Title The benefits and challenges of installing IT applications in the company (Cosmetics Products Ltd) From Sheila Collins, Managing Director The Board of Directors of Cosmetics Products Ltd To To prepare a report on the benefits and challenges involved in installing new IT applications Terms of reference The benefits would include Body of report 1. It will allow us communicate both internally and externally(e-mail/intranet) 2. It will give us another method of selling our products(internet) 3. It will provide us with an opportunity to advertise our products 4. It will facilitate the preparation of accounts 5. It will assist in payroll The main problems IT will pose include 1. IT will need a large capital outlay 2. Staff will need training 3. IT applications depreciate-a fund will need to be created to update the sysyems 4. The company will need to appoint an IT specialist Recommendation In order for the business to remain competitive it is essential that we install the new IT system Sheila Collins- Managing Director

Visual presentation “A picture paints a thousand words”

2005 (10) €m

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The data protection act 1988 “Data” Information that can be processed automatically It does not apply to information kept manually • The data subject • The data controller • The data processor • the data commissioner Q 4 2007 (25)

The data processor Is a person or firm who process the data on behalf of the data controllers.

The data controller The person who controls the use of personal information held about individuals on computer • Must allow the data subject access • Data should be accurate and up to date • Data should be secure • Data should be kept only for as long as necessary • Be obtained fairly

The data commissioner To see that the act is working properly and to investigate complaints of breaches of it. • Provides advice to people about the act • Investigates complaints • keeps a register of data controllers including-financial institutions, public bodies, marketing firms, debt collection firms, bodies who keep info. on political opinions-peoples racial origins-physical or mental health-criminal convictions. • Develops codes of practice • Can give pemission to authorised officers to enter a premises and obtain data on file • Can instigate legal proceedings against those who are in breach of the Act. Data kept for the purpose of safeguarding the state is exempt