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Full complete sentencesProper format or structure – paragraphs. Correct grammar–agreement of subject & verb (the firm is but

firms are, employees obey but employee obeys), girls and girl’s, its and it’s, an and a, employees, employees’ & employee’s, not it have but there is or there are

Do not use first person-I, we, our, me, mine, myself, ourselves.

Proper punctation-Correct use of capital letters, full stops, : ;Correct spelling – weather & whether, their & there

No contractions–do not instead of don’t

No abbreviations-government instead of govt.

No colloquial language or slang Concise– write clearly, to the point, simplyUse short sentences Respectful & professional - Business like

to inform

to persuade

to argue

to invite

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to confirm information

to make an inquiry

to ask for approval

to reject or approve

to propose or suggest

1.Sender/Source

Condition or event i.e. information

Generates the information

Chooses by which means the information will be transmitted

Decides who the intended receiver2.Encoding

• The process by which the message is translated from an idea to a thought

The common medium that will be understood by the receiver

3.Transmission- means through which the message will be carried

Verbal (written/electronic)

Non-verbal

Body language

Paralanguage- pitch, tempo, hesitation

Appearance

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4.Decoding -• the receiver interprets the information5.Receiver •Obtains meaning out of message6.Feedback –allows the sender to know if the receiver has the correct message.Feedback can be both verbal and nonverbal (physical reaction. E.g. facial expression) Receiver responds •Directly – actual response•Indirectly – nonverbal reaction•creates a reply or response to message7. Becomes new sender

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LISTEN – relates to both the receiver and sender.

◦ Involves:

Hearing -Is biological; we hear sound

Reception -Includes audio and visual (nonverbal)

Visual- from posture, facial expression, appearance (93% of a message)

Attention:

Based on a person’s short-term memory and their capacity to assimilate the information.

Assignment of meaning

Filtering of the importance of information within the message

Response

Verbal/ nonverbal

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◦LISTEN – (cont’d…)

Perception: a screening process through which a message is filtered based on a person’s experience and understanding, how message is interpreted.

Each interpretation is unique as it is based on:

Background

Experience

• Beliefs

• Attitudes

• Values

• Ethnicity

• Age 7

1. Inform- give information

2. Instruct

3. Persuade

4. Request

5. Clarify

6. Co-operate

7. Buy and sell

8. Advertise

Explain the process of communication using a diagram

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Listening

Listening is about receiving and interpreting information as intended by the sender.

Listening requires hard work and participation by all involved.

Listening is very important in business to avoid mistakes

Active listening is paying close attention. Passive listening is not paying attention.

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In active listening, the receiver is paying close attention to the message and uses some listening skills, including:

Use of eye contact

Nodding to show understanding

Use of body language in a positive manner

Shows understanding by summarizing what was said

Providing feed back

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Passive listening refers to when the receiver is not paying attention to the message very often. The receiver may be thinking about something else and will therefore not know what was said. The person may be hearing, but not listening. This can be overcome by paying attention and focusing on the message being communicated.

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Interpersonal communication is the foundation of human interaction.

Communication is a two-way process of giving and receiving information through any number of channels. Whether one is speaking informally to a colleague, addressing a conference or meeting, writing a newsletter article or formal report, the following basic principles apply:

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• Know your audience. • Know your purpose. • Know your topic. • Anticipate objections. • Present a clear

picture.• Achieve credibility

with your audience.

• Keep it simple• Communicate a little at a time• Present information in several ways.

• Use multiple communication techniques.

• Develop a practical, useful way to get feedback

• Follow through on what you say.

Formal communication system – approved and designed by the organisation. Established lines of communication. Official channels

Informal communication – unapproved –social networks – gossip and rumours, not under control of the organisation. eggrapevine

Features of Effective Writing

Focus -Focus on the topic/subject

Organisation -Demonstrate a clear development of related ideas and/or events. It should be unified and complete.

Support and Elaboration

◦ This is the extension of the topic.

◦ Provide sufficient explanation to present the ideas and events clearly.

◦ Details should be supportive, and the concepts related to the information.

◦ Language

◦ Use language that is appropriate to the purpose, audience, and context of the writing task.

◦ Use simple language

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Written materials are most common forms of communication of new ideas and procedures. Effective writing requires preparation, revision and organization.

Written communication involves any type of message that makes use of the written word.

Written communication is the most important and the most effective of any mode of business communication.

Since written forms of communication provide a permanent record of the message, it is necessary and the most common form of business communication.

It is essential for individuals to develop effective written communication skills for the workplace.

Advantages of written communication

a. Permanent record

b. Easier to control expression

c. No influence by personal feelings

d. No need for meeting

Disadvantages of written communication

a. Lack of personal contact

b. Written words can be misinterpreted

c. Lack of feedback

d. Written communication is permanent

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Creates a permanent record

Able to store information for future

Easily distributed

All recipients receive the same information

Necessary for legal purposes

Inquiry or order

letter

Complaint letter Opinion letter

•Be brief. •State request clearly.• Give reason for your request.•Make your request specific and reasonable • Include your phone number or a self addressed stamped and return letter.

• Be polite. •Identify exact product or service. • Accurately describe the problem. • Request a specific solution •Keep a copy of you letter until your complaint has been addressed.

•Be respectful

•Identify and summarize the issue. •State your opinion and support it with reasons and facts. •Summarize your main point and if possible, offer a solution.

• A business report is an orderly, objective communication of factual information in the form of a detailed document that serves a business purpose .

• Business reports are created to provide information for decision making which will answer questions and solve problems.

A typical report would be set out as follows:

Title page

Contents

Executive summary

Background or history of situation

Issues, opportunities or threats

Solution, action or decision

Recommendations

Appendices

Bibliography

Acknowledgements

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•A covering letter or memorandum•A title page•Author•Status eg confidential •Acknowledgements •An executive summary•A table of contents•An introduction or background•Methodology •Findings and discussion•Conclusions•Recommendations•References•Appendices.•Index

Place where people can see themNotice boards must be placed at eye level

Notice boards must be kept tidy Clearly divide notice boardsSomeone must be responsible for clearing notice boards

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Electronic mails are used by everybody who uses the Internet.

Emails allow us to send messages instantly and free of cost to other people all over the world.

They can be kept as records

It is convenient.

Allows transfer of files, pictures, even music and movies, free of cost

There is a copy

Receiver must have access to internet

Must open the email

Email may go to receiver’s junk mail

Spam

Viruses are spread by emails

Not confidential

No control over who emails may be shared with

Handwriting should be neat. If the letter is typed, it must have a clear, easy-to-read font.

The letter should be written on a good quality paper.

The letter should have a lot of white space (not look crowded on the page).

It should look balanced on the page. The layout should be consistent, either fully-blocked or semi-blocked

Résumé is a document to present your skills and qualifications effectively and clearly. A cover letter is an application letter that goes with your résumé. Both documents must be well structured and formatted. There must be no errors on your cover letter nor on your résumé.Basic information on Résumé

Your name and contact details (address, telephone)

Education and qualifications

Work experience

Other relevant experience

Achievements

Interests

Referees. (not always necessary)

Résumé is a summary of your education, work history, credentials, and other accomplishments and skills.

It is a written document that provides a summary of a person's qualifications, skills and experience to support a job application.It is often the first impression you will make on a prospective employer, and it is important that this document be well structured and stand out. There must be no errors on a Résumé

•A Résumé should be as concise as possible.•Include your name, contact information, education, skills and experience.•Match your résumé to the position•Include keywords from the job description in your résumé .•Make sure there are no spelling or grammatical errors•Include only the work experience that relates directly to the job you’re applying for.•Begin with the most recent information •This is a formal document

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1. Plan 2. Purpose 3. Audience4. Style 5. Structure 6. Information What are the steps in making a call?

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Employers value good oral communication skills because:

staff need to interact effectively and productively in, and on behalf of, the organisation,

listening to and conveying information accurately is crucial,

giving instructions and explanations clearly is essential,

engaging in constructive debate and contributing to meetings and committees is fundamental to the success of the organisation.

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Communication

Who

What

How

Why

When

Where

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The telephone is unique as it is the only way someone can speak to you without seeing you and you need to control your voice: its pace, its tone, its volume,its clarity in order to ensure you are fully understood.

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Gather all necessary information beforehand

Get pen and paper and telephone #

Dial the number – the other person gives name and name of company

Ask for person you need to speak to

Make sure that person is the right person to speaks to concerning your issue

Give your name, your company’s name and give reason for your call.

Take the name of the person you speak to and make some brief notes about the call

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Advantages

Speed

Directness

Informality

The human touch

Disadvantages

Lack of time

Lack of preparation

Lack of privacy

Lack of control

The wrong time

No record

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To prepare an agenda, consider the following factors: Priorities – what absolutely must be covered? Results – what do need to accomplish at the meeting? Participants – who needs to attend the meeting for it to be

successful? Sequence – in what order will you cover the topics? Timing – how much time will spend on each topic? Date and Time – when will the meeting take place? Place – where will the meeting take place?

With an idea of what needs to be covered and for how long, you can then look at the information that should be prepared beforehand. Consider: What do the participants need to know in order to make the

most of the meeting time? What role participants are they expected to perform in the

meeting, so that they can do the right preparation?

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Understand the difference between written and spoken communication

Oral communication skills (style, delivery, rapport) Use non-verbal techniques, e.g. body language Understand your audience's requirements The ability to interact with an audience Preparation and planning Know your subject Present enough, not too much information/data Careful selection of information/data Summarise important points Use appropriate visual aids

Pace (not too fast or slow, but varied).

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Rules to prepare presentations with visual aids Keep it simple-so audience can understand. Minimize words -the audience listens to you

and spends less time reading Choose your fonts wisely -Make

text/numbers large, so the audience can read easily.

List key points- summarise into key points as it helps the audience remember.

Take time to plan: Use color to highlight key points. Prepare handouts along with visual aids so

your audience can make notes on the handouts

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Preparationi. Ensure you have necessary information ii. Take account of setting and atmosphereiii. Find out what you can about person you are

meeting and subject matterActivation I. Encourage and put at easeII. Use open questions III. Pay attention – be careful of body language IV. Structure - contents ,order, length of timeV. SummaryVI. Action

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I once started a false rumour that company-wide layoffs were coming up. Alarmed, I finally tracked down its source. It seems the president and I always met with the door open. So when on one occasion we did close the door, the employees jumped to the conclusion that it meant something serious… like layoffs.

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Nonverbal communication, or body language, is a vital form of communication. When we interact with others, we continuously give and receive countless wordless signals. All of our nonverbal behaviours—the gestures we make, the way we sit, how fast or how loud we talk, how close we stand, how much eye contact we make—send strong messages.

The way you listen, look, move, and react tell the other person whether or not you care and how well you’re listening. The nonverbal signals you send either produce a sense of interest, trust, and desire for connection—or they generate disinterest, distrust, and confusion.

Body language includes:

Facial expressions, eye contact

Tone of our voice.

Head and face signals – nodding , shaking head

Gestures,

Posture

Contact

Proximity – near or close to someone

Orientation

Movement during speech

Dress and grooming

Punctuality

Other ways to communicate non-verbally:

Tapping feet

Wringing hands

Eye movement

Posture

Position of hands – on your waist

These pass a consistent message to anyone in the world, regardless of what language they speak.

A symbol is a mark, or sign that indicates, signifies, or is understood as representing an idea, object, or relationship.

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Grapevine communication is so called because it spreads quickly throughout the organization in all directions irrespective of the authority levels.

Grapevine is usually based on rumours and gossip. Much of the information however may not be based on facts and not true but instead is based on opinion, assumptions, hearsay or gossip.

A grapevine refers to unofficial communication that exists within the organisation and flows in all directions. Workers communicate which each other verbally expressing their concerns, issues and views about the organisation. Management has no control over the grapevine.

ORAL WRITTEN VISUAL and

NONVERBAL

Clear

pronunciation

Correct spelling Understanding and control of body

language and facial expression as

well as other nonverbal cues

Suitable

vocabulary

Suitable vocabulary Drawing ability

Correct grammar Correct grammar

Fluency Good writing or typing

Expressive

delivery

Suitable style

A barrier to communication is anything that can cause communication to be unsuccessful.

Two kinds of barriers

1. Those from the sender and/or the recipient due in part from a difference in attitude or experience between them.

2. Those from outside influences. E.g. heavy machinery. Loud physical noise or traffic

1. Distortion –o By sender- encoding stage -information is put into a

form which the recipient cannot understand.

o By receiver -decoding stage -recipient is not paying enough attention. Poor listening or reading skills.

2. Inadequate Communication Skills

3. Faulty Equipment

4. Wrong Time or Place

5. Insufficient Adjustment Period – not enough time to process information

6. Physical barriers-sitting behind a desk

7. Psychological Noise – feelings and attitudes, assumptions, stereotyping

Noise-Internal or external interference in the

communication process

Causes of noise:

Environmental Factors -Physical noise

Physiological factors – physical impairment

Vocabulary - Semantics – jargon

Logical confusion -Ambiguity not clear

Psychological noise – attitudes, beliefs and

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Benefits of video conferencing for people and businesses:

Researcher collaborates with colleagues at other institutions on a regular basis.

Managers and teams from different locations need to collaborate on issues such as a strategic plan.

International Interviews with an employer/prospective employee

Discuss the advantages and disadvantages of Video conferencing

1. Saves travel time and money.

2. Creates a face-to-face experience.

3. PowerPoint and other on-screen graphics

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Organisations currently uses digital technology to make investment decisions that enable the workforce to:

Work smarter and more productively Ensure that data is accurate and relevant

Use technology as part of their everyday work

Use technology as part of their learning and professional development

Use technology to support and record achievements related to recognised standards and qualifications

Develop the knowledge and skills that enable them to identify new opportunities for technology to be used by workers and customers

Help to maintain privacy and confidentiality

Allows for active sharing of information safely and securely, within the law and local protocols.

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Organisational manual, polices, procedures

The work of friends and other colleagues.

Reports

Surveys

Professional bodies

Policy statements from government

Government regulations -EMA

Legislation-laws

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Journals Textbooks Newspapers CD ROM Internet (on-line

information) Audio/video tapes Microfilms/microfiche Slides Your own notes and

experiences Your staff and other

departmental resources

Different sources of information can include :

Technology in organisations and storage of data.

Computers influence what decisions are made, when decisions are made, what information is available at the point of decision and who is asked to decide.

Computers and information processing affects how work is organized and how employees feel about work.

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During the COVID-19 pandemic, technologies play a crucial role in keeping our society functional in a time of lockdowns and quarantines.

These technologies may have a long-lasting impact beyond COVID-19.

NEW Technology trends

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1. Online Shopping and Robot Deliveries

2. Digital and Contactless Payments

3. Remote Work

4. Online and Distance Learning

5. Telehealth - Wearable personal devices can track vital signs, doctors online,

6. Online Entertainment

7. Robotics (work in Amazon, airports and hotels) and Drones

8. 3D printing – (houses and other items)

9. 5G and Information and Communications Technology (ICT)

Ref: https://www.weforum.org/agenda/2020/04/10-technology-trends-coronavirus-covid19-pandemic-robotics-telehealth/

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NOTE:

COVID-19 has demonstrated the importance of digital readiness, which allows business and life to continue as usual – as much as possible – during pandemics.

Building the necessary infrastructure to support a digitized world and stay current in the latest technology will be essential for any business or country to remain competitive in a post-COVID-19 world

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Many businesses rely on their Information Technology (IT) systems to manage data, facilitate payments and run operations.

However, Unforeseen bottlenecks can occur when IT runs a necessary system upgrade, if the implementation stalls and temporarily keeps your business from running smoothly.

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Cloud refers to software and services that run on the Internet, instead of locally on your computer.

Employees can work from anywhere. Eg of cloud are google drive and one drive

Online storage data allows employees to work from anywhere there is an Internet connection, making staff to be no longer limited by location.

Some storage platforms include:

Google Drive, One Drive, DropBox, SugarSync. IDrive,

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No server maintenance

Jeff Kear, owner and founder of online event management software provider Planning Pod, said one of the greatest benefits he gets from using online storage services is that he doesn't need to hire IT staff or retain consultants to maintain a server for all his digital data.

No Data Loss -Security

While cybercriminals are a threat to everyone, Tripp Wiggins, co-founder of Cooking Planit, said he feels more confident in the protection online storage services can provide, than what he is capable on his own.

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Data and statistics can be used to concretely define and measure uncertainty and predict things like when the next shipment is coming.

Managerial decision-making with these statistical methods can avoid production costs and poor customer service.

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The cloud is vulnerable, but that doesn’t mean you should be. Know where your data is being stored, how it is being transferred and who owns the keys.

A cloud storage SLA is a service-level agreement between a cloud storage service provider and a customer that specifies details of the service, usually in quantifiable terms

Organisations adopt a storage strategy and approach to data retention which includes not only processes for backup, recovery, and protection –but also for archiving which would involve cloud storage.

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Transaction processing system (TPS) - Responsible for processing

business transactions. The types of transactions vary between

organisations, but some examples could be placing orders, billing,

cheque deposits, payroll systems, reservation systems, and stock

control. They help to maintain, add up, change, and remove data

Examples: Point of sales cashing station, payroll system

These systems may be industry specific, for example, a hotel may have

a designed reservation management system

Helps with carrying out the tasks required for problem solving and decision making.

They help management by monitoring performance, efficiency, accounting, and transactional data.

Some examples include sales management systems, budgeting, personnel, and inventory control. This information needs to be accurate and relevant.

Assists managers in decision making. It uses internal and external resources to analyse existing information and project the effects. They help to summarise reports, forecasts, and graphs. Some examples include logistics systems and spread sheets

Business owners use customer

relationship systems to

accumulate and track customer

activities, including purchases,

product defects, and customer

inquiries

Provide analyses that predict

future sales patterns, summarise

current costs, and forecast sales

revenues.

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