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7. Management Skills: Communicating

Learning Outcomes from this chapter

  • Explain the central role of communications in business and management
  • Distinguish between the methods of communication
  • Discuss the importance of general communication skills
  • Identify and explain the main barriers to effective communications
  • Demonstrate business data in written forms, including business letters, reports and memos
  • Draft a visual presentation from data
  • Identify the duties of a chairperson and secretary, and draft an agenda and minutes of a meeting
  • Illustrate the impact on business due to changes in ICT
  • Understand what ‘GDPR’ is and the role of the Data Protection Commission in data protection in Ireland

Communication

Communication is the transferring of information from the sender to the receiver through a medium

Internal communication

This is the transfer of information between staff in a workplace

External communication

This the transfer of information from the business to its stakeholders.Stakeholders include: investors, suppliers, interest groups, customers, government and society

Elements that help make communication effective

Term Definition
The Right Duration No overload
Accurate Message Clear and structured with expected outcomes
Language Appropriate terms/jargon to ensure message is understood
Visual Aids Clear charts, graphs and summaries
Confidentiality Ensure any sensitive information is secure
Feedback Allow/encourage feedback
Timing Instant interaction for urgency
A Record Easily retrievable messages containing data, details, etc.

How effective communications can help a business

  • Improved employee morale
  • Improved accuracy
  • Better decisions
  • Quicker decision-making
  • Lower staff turnover

Removing barriers to effective communication with stakeholders

Term Definition
Noise Choose a quiet setting
Lack of Clarity Ensure the message is clear; use professionals
Lack of Accuracy Upskill staff
Language Adapt the language to suit the recipient
Timing Use face-to-face for urgency
Wrong Medium Host confidential meetings where necessary
Information Overload Give clear and concise instructions
Technology Invest to upgrade systems and apps

Elements of a business letter

  • Letterhead (company name, address, contact)
  • Reference (customer no./order no.)
  • Date: Use today’s date, if asked
  • Subject (Re:)
  • Introduction
  • Main body
  • Conclusion
    • Salutation: ‘Yours sincerely’ (if you know their name) OR ‘Yours faithfully’ (if you don’t know their name)

Business Letter

Important elements of a report

  • Report title
  • Prepared by
  • Prepared for
  • Date
  • Terms of reference
  • Main findings
  • Recommendation/conclusion
  • Signature/job title

Elements of a report

What a memo looks like and what is needed

In the 2009 exam, 6 out of 10 marks were for layout of the memo

Memo

Types of Business Meetings

Term Definition
Annual General Meeting (AGM) Mandatory yearly gathering of shareholders
Extraordinary General Meeting (EGM) Urgent gathering of shareholders to vote
Board meeting Monthly meeting of board of directors
Ad hoc meeting Unplanned meeting for issues that arise suddenly
General meeting Regular meetings (e.g. staff meetings)

Duties of the secretary and chairperson

Secretary

  • Sends notice and agenda to all who should attend
  • Arranges venue, facilities, ICT, etc.
  • Deals with correspondence
  • Records the minutes and types them up after the meeting
  • Aids the chairperson in the smooth running of the meeting

Chairperson

  • Sets the agenda for the meeting
  • Ensures a quorum (minimum no. of attendees needed to start)
  • Reads/adopts minutes of previous meeting
  • Manages the meeting (timing, fair speaking time for all attendees)
  • Calls for votes and has the casting vote in the event of a tie

Notice and agenda for a meeting

Notice - Sent out to everyone due to attend a meeting; outlines what the meeting is, who it is for, where it will be, and when it will start/end

Agenda - Business meeting: Review of previous meeting’s minutes, chairperson’s report, auditor’s report, declaration of dividends, election of directors, and any other business (AOB) Club meeting: Review of previous meeting’s minutes, chairperson report, secretary’s report, treasurer’s update, sub fees for next year, elections, and any other business (AOB)

The developments of ICT and its impact on business

Term Definition
Cloud Storage Internet security needed
E-commerce Over-reliance on internet
Networking Resources into non-sales
Videoconferencing Saves time and travel costs
Cyber crime Hackers/disruption
Regulations GDPR compliance costs
Apps/Websites Investment required
CAD Harder to control spread of designs

General Data Protection Regulation (GDPR)

Term Definition
Business Responsibilities Use for specified purpose, keep data secure, obtain fairly, provide copy
Individual rights Copy in 30 days, can have data erased/corrected, can obtain info on processing
Data Protection Commission (DPC) National independent body to uphold personal data rights
Implications of GDPR Higher standards, transparency, data breach fines, compensation