MANAGEMENT SKILLSCommunication

CommunicatingCommunication is an interaction or exchange between people that results in the transfer of a message or information.

Communication• Process:

Sender or Instigator

Channel Medium Receiver

Change in payment systems

Finance Dept

E-mail

Feedback

Communication SkillsSkills needed by managers to communicate effectively include:• Ability to speak clearly• Ability to listen carefully• Ability to give and receive feedback• Ability to write clearly and concisely• Ability to read and understand communications• Ability to select the best medium for the communication• Ability to use information and communication technologies

effectively

Business Communication

Task• List all the channels of communication that take place in

the school environment.• List the methods as to how this communication takes

place.

Internal CommunicationThis is communication within an organisation.

Communication within an organisation can be:• Downward• Upward • Horizontal

External CommunicationThis is communication between an organisation and the outside world.

• E.g. customers, suppliers, investors, government, the general public

Class Activity

Role Play

Study the following conversation - what do you think are the elements of the communication that is going on in the conversation? What can you conclude about the aims and objectives of the two parties in the conversation? Try to look for the subtle as well as the obvious communication that may be going on in this dialogue.

Visual Presentation of Information• Bar Charts

Visual Presentation of Information• Pie Charts

Visual Presentation of Information• Pictogram

Visual Presentation of Information• Line Graph

Verbal Written Visual ElectronicInternal communication

• Informal chats

• Telephone • Meetings• Intercom• Grapevine

• Letters• Emails• Text messages• Instant

Messaging• Memos• Notices• Signs• Newsletters

• Posters• Graphs/charts• Signs• Internet

websites• Body language• Physical

appearance

• Email• Internet• Text messaging• IM• Social Media

External Communication

• Telephone• Meetings• Radio• Exhibitions• Press

interviews

• Letters• Fax• Emails• Text messaging• Signs• Reports• Newsletter• Brochures• Advertising

• Posters• Graphs• Signs• Internet• Brochures• Advertisements• Sponsorship• Product

packaging• Merchandising

• Email• Internet websites• Text messages• Videoconference• Electronic data

interchange• Social Media

Examples of Communications

Factors to be considered on medium use

• Urgency• How urgent is the information that has to be communicated?

• Efficiency• Are other forms of communication more efficient than others?

• Secrecy• How confidential is the information to both the sender and the

receiver?• Legal requirements

• Certain forms of communication must be in writing• Time

• What time is it? This is important when dealing with other countries

Factors to be considered on medium use

• Cost• How much will it cost to communicate the information?

• Speed• How fast can the information be communicated to the receiver?

• Content• Is the information to be communicated good news or bad news?

• Technology• What technology is available to effectively transmit the information?

• To whom• Is the information for internal or external use?

Barriers to Communication• No feedback• Interference• Not listening• Technology breakdown• Bad timing• Unclear message• Wrong medium• Language barriers• Bad relationship

Bad Communication