PNDBF Communication B Lim Sei Kee c K

PNDBF – Communication (B) Lim Sei Kee @ c. K

Network Systems �Today, e-mail is just as popular as the telephone. When you e-mail your friends, have you thought about how it works? You are able to e-mail because your computer is linked to other computers. Users of computers that are linked together can share information, equipment and programs.

�Think about the computers in your school’s computer laboratory. They are linked by cable to one another within the room. They form a network system.

�As data in a computer network is centralized and can be shared, network systems are very useful in business organizations. When someone updates data on the network, the new data is instantly available to everyone else in the company. Users of a computer network can share printers, scanners, hard disks, computer files and other devices.

4 types of network systems They are listed below according to their sizes, from the smallest network to the largest. A. Local Area Network (LAN) B. Intranet C. Wide Area Network (WAN) D. Internet

�A) LAN – network of computers in the same area, e. g. a school campus or a department within a company �B) Intranet- an internal and private network within an organization. It allows the staff of an organization or its overseas branches to share information and data.

�C) WAN – a network of computers that covers a larger area than a LAN, e. g. business branches in different cities or countries. A WAN usually consists of several LANs connected together. �D) Internet- the largest network in the world. Public and private organizations or individuals are able to share information, conduct searches and transfer files to and from computers using the Internet.

Database Management Systems �In an organization, a large amount of information is received through many different means of communication. How does an organization store all this information?

�Organizations use a database, which is a collection of information that is stored electronically in a computer and that can easily be used and added to. �To access information in a database, you need to use a Database Management System (DBMS). This is a collection of programs that enables the user to select, organize and present information stored in the database.

Types of DBMSs �DBMSs can range from small ones that run on personal computers to those that run on large computers, or mainframes. �Mainframes are able to support hundreds, even thousands of users at the same time. Examples of DBMSs include: Computerized library systems, supermarkets, automated teller machines and flight reservation systems. Provide faster and better counter and online services

Communication skills �Listening skills �Writing skills �Telephone skills

Listening skills �For communication to be effective, good listening is essential. @ Nod, smile and answer to show that you understand what is being said @ Show that you are paying attention by: facing the person, maintaining eye contact, sitting slightly forward in your chair @ Ask questions when: you are in doubt, you need more details @ make some written notes, if necessary

You may ask questions to: �A) confirm something that has been said �B) check the accuracy of what has been said �C) get the spelling of a name, etc �D) get more details, an explanation, etc

Writing skills Think about the notes that you write down in class. In what ways do they help you retrieve information better? The advantage of written communication is that it can be kept for future reference. It also provides a permanent record. Examples of written communication in an office are reports, letters, memoranda and minutes of meetings.

Some basic writing skills �A) use simple words �B) use short sentences �C) use positive expressions �D) write words in full �E) use formal english �F) check to make sure that grammar, spelling and content are correct �G) use the correct word �H) always use a dictionary to check the spelling or meaning of words when you are in doubt

Some guidelines for written communication �FIRST PARAGRAPH: State your purpose for writing and, if applicable, provide the reader with reference, e. g. a letter or an advertisement EXAMPLES: I am writing about your products that are available for ordering Thank you for your letter dated 21 March 2012 We have received your order number A 12

�MIDDLE PARAGRAPH: If the letter is a reply, answer the questions that were addressed to you. Otherwise, provide the reader with information or state the action that needs to be taken EXAMPLES: We are interested in receiving a copy of the brochure Could you please send us the information as soon as possible? Please send us your latest price list.

�LAST PARAGRAPH: End your letter politely and, if necessary, provide your contact details. EXAMPLES: We look forward to receiving your reply We hope to receive your order by the end of next week If you need more information, please contact us at 2223333

Handling telephone Calls �Using the telephone is part of oral communication. Although you cannot see the other person, the way you speak will affect the other person’s response. It will also leave an impression on the caller. All forms of communication affect the image of the organization. Therefore, it is important that you know how to handle telephone calls correctly.

Telephone skills @ Always have a telephone message pad and a pen near the telephone to take down messages quickly @ Before making a call, make sure you have the correct telephone number and when necessary, the access, country and area codes and also the name of the person with whom you wish to speak @ when the call is answered, identify yourself and ask for the person you wish to speak with

@ Always mention the name of the company, followed by an appropriate greeting @ When answering calls at a department, mention the name of the department, followed by your name @ Do not keep the caller waiting. Try to help the caller as much as you can @ If it takes time to look for the information needed, inform the caller that you will call him/her back later. Ask for the caller’s name and telephone number

@ before transferring calls, find out the caller’s name and the purpose of the call @ when transferring calls, tell the caller to hold @ After taking the message down, repeat it to the caller. Make sure information such as names, titles, time, day, dates and places have been written correctly. @ Always end the call politely

Handling difficult callers �Be polite and patient �Listen to the caller without interrupting �Show interest and concern �Ask questions to find out what the caller wants �Show that you understand how the caller feels �Try to help the caller �If you are unable to help, let the caller know that you will find someone who can deal with the situation

Handling difficult callers can be tough. But there are no right or wrong ways of handling them because different situations call for different reactions.