1. Topic 6 Communication in Administration

2. You need to know about …  Effective communication  What is meant by internal and external communication  Features of good communication  Methods of communication  Barriers to communication  Effects of poor communication

3. Effective Communication An admin assistant needs to communicate with lots of people every day. Communication can be done via letter, telephone, computer or any method that involves passing information from one person to another.

4. INTERNAL AND EXTERNAL COMMUNICATION Internal communication – between people in the same organisation. Tends to be informal as you are dealing with people who know you. External communication – with customers or suppliers or anyone outside the business. It is important to present a good image of the organisation.

5. FEATURES OF GOOD INFORMATION Is it easy to understandMeaningful Cost should be no more than the benefit Cost Effective Meets the need of the audienceRelevant Delivered on time and up-to-dateTimely No key facts missingComplete Should be true and correctAccurate

6. METHODS OF COMMUNICATION Facae to Face – interview, conversations Oral – spoken communication, eg meetings, interviews, telephone, presentations Written – letters, memos, reports, adverts, job descriptions Electronic – usint an intranet, the internet, e-mail, blogs, social networks

7. ORAL COMMUNICATION Appropriate for personal and delicate situations Message can be clarified if not understood Difficult with large numbers of people Instant feedback Personalities can create barriers Info can be given quickly No permanent recordCheaper than written WeaknessesStrengths

8. WRITTEN COMMUNICATION No body language visible Can be looked at when convenient Takes longer to prepare Better than spoken if many points to be covered No immediate feedback Can be structured and consistent Difficult for some, eg learning difficulties Provides permanent record WeaknessesStrengths

9. ELECTRONIC COMMUNICATION Can be looked at when convenient Some geographical areas have no or limited access Information is sent immediately Relies on technology working Available 24/7 Relies on someone checking regularly Provides permanent record WeaknessesStrengths

10. BARRIERS TO COMMUNICATION If no response, unsure if message has been received Lack of feedback Receive only part of message, eg only picking up part of message Bias and selectivity Too much information is difficult to process Information overload Receiver disinterestedLack of interest Hearing or seeing what you expectJumping to conclusions Different ages, cultures, personalityDifferences in perception Physical, eg traffic or technicalNoise Unclear or inaccurate messageDistortion

11. EFFECTS OF POOR COMMUNICATION Low moral and self- confidence Frustration leading to stress Damaged working relationships Poor performance On the individual … High staff turnover Lower productivity Poor employee relationships Increased costs On the organisation …

12. To sum up, do you know …  What is effective communication  What is meant by internal and external communication  Features of good communication  Methods of communication  Barriers to communication  Effects of poor communication on the individual and the organisation