1. CHAPTER 28 Communication

2. 2 R. Delaney Oral Communications Communication is the transfer of ideas, messages or facts between people. Oral Communications Allows for “eyeballing” People may easily forget essential details of a conversation and later disagree on the outcome Clarifications can be sought and given instantly People may make hasty decisions in order to save time Direct questions cannot be ignored There is no record of the conversation or agreements reached Speed: it is a quick and easy way to exchange information DisadvantagesAdvantages

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

4. 4 R. Delaney Written Communications Confidential information that is kept on files may fall into the wrong hands. Correspondence received may be ignored. People have time to give serious consideration to points raised before replying. Slows down decision-making as much time may be lost in exchanging correspondence There is a permanent record of views and opinions expressed. DisadvantagesAdvantages

5. 5 R. Delaney Examples of Written Communications WebsitesText messaging Newspapers and magazines Facsimiles (fax) ReportsE-mail Business documents Memos LettersBoard notices

6. 6 R. Delaney Letter Writing 20 High St, Naas Co. Kildare Phone: 045 23456 Email: home@gmail.com Fax: 045 2348 1. Sender’s contact details 13/5/2012 2. Date To: John Greene All Weather Doors Ltd Main St, Newbridge Co. Kildare 3. Name and address of addressee Dear John 5. Introduction Last March I ordered a new aluminium patio door from your company 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. 6. Main body 4. Salutation 7. Expected response At this stage I require either a complete replacement of the door or a return of the money paid by me. 8. Final paragraph I enclose a copy of the receipt of payment. 9. Closure Yours sincerely, Miriam Kennedy

7. 7 R. Delaney 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

8. 8 R. Delaney Internal communications Internal communication is any form of communication that allows people within an organisation to communicate with each other. Internal communication involves: 1.A downward flow of information, i.e. from the Board of Directors down to the general employees. 2.An upward flow of information, i.e. from the general employees up to the Board of Directors. 3.A lateral flow of information, i.e. the flow of information between people who are working at the same level within the firm.

9. 9 R. Delaney 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 the general public--- and the government --- and its bank--- and its suppliers --- and its shareholders--- and its customers

10. 10 R. Delaney Visual Aids To Communications Line graphs Line graphs are a convenient way to present summaries of trends in a visual form. Sales in 2012 0 20 40 60 80 100 120 140 160 1st Quarter2nd. Quarter 3rd. Quarter 4th. Quarter €1,000 Sales

11. 11 R. Delaney Bar charts are a convenient way to show comparisons Visual Aids To Communications Bar charts Sales by Regions 0 5 10 15 20 25 30 35 40 45 LeinsterMunsterConnachtUlster % 20011 2012

12. 12 R. Delaney Pie charts are used to show the components of a total figure. Visual Aids To Communications Pie charts % Returns to the Factors of Production for 2012 40 30 20 10 Land Labour Capital Enterprise

13. 13 R. Delaney Visual Aids To Communications Pictograms A Pictogram is a chart or diagram that uses symbols or objects to represent a value. Example: Each car shown below represents monthly sales of €10,000