CommunicationCommunication

Define Communication (2000 Q. 4 Define Communication (2000 Q. 4 (a))(a))

• Communication is the exchange of Communication is the exchange of information between people.information between people.

• There is a There is a sendersender and and receiverreceiver involved and involved and it is important that the correct it is important that the correct mediummedium (method) and channel (person) is used to (method) and channel (person) is used to send the send the messagemessage. (elements). (elements)

• For communication to be effective the For communication to be effective the message must be clear and understood and message must be clear and understood and the recipient must be able to respond. the recipient must be able to respond.

            

Types of Types of CommunicationCommunication

• Internal communicationInternal communication may be downward: may be downward: boss giving instructions, upward: boss giving instructions, upward: complaints or suggestions by customers or complaints or suggestions by customers or employees, lateral (horizontal): managers employees, lateral (horizontal): managers of different departments talking, and of different departments talking, and feedback: management looking for the feedback: management looking for the opinions of staff or customers. opinions of staff or customers.

•   External communicationExternal communication is needed to deal is needed to deal with all other stakeholders.with all other stakeholders.

Why is communication important? Why is communication important? (2007 Q. 4(b), 2000 Q. 4 (a)) (2007 Q. 4(b), 2000 Q. 4 (a))

• Management spend about 75% of their time Management spend about 75% of their time communicating. communicating.

• Poor communication is a major source of conflict.Poor communication is a major source of conflict.

• Good communicators make good managers.Good communicators make good managers.

Types of Types of CommunicationCommunication

Downward communicationDownward communication is important is important in order to give clear instructions to in order to give clear instructions to employees so that the objectives of the employees so that the objectives of the business are met with the highest business are met with the highest quality and minimum cost. quality and minimum cost.

Upward communicationUpward communication is important so is important so that employees feel that there is a two that employees feel that there is a two way system and that their concerns and way system and that their concerns and suggestions are listened to. As a result suggestions are listened to. As a result worker morale and industrial relations worker morale and industrial relations will be good. will be good.

Types of Types of CommunicationCommunication

Lateral/horizontal communicationLateral/horizontal communication is is important to maintain between people important to maintain between people of the of the same level of authority same level of authority (eg. (eg. managers, supervisors) in the managers, supervisors) in the organisation to ensure organisation to ensure coordiantioncoordiantion of of plans. plans.

Types of Types of CommunicationCommunication

Feedback isFeedback is when manager actually ask when manager actually askss subordinates subordinates or customers or customers for their opinion for their opinion

It is important in order ensure that all It is important in order ensure that all people in the organisation have the people in the organisation have the opportunity to influence the decision opportunity to influence the decision making process, which in turn will improve making process, which in turn will improve morale and reduce conflict. morale and reduce conflict.

It brings people closer together and is It brings people closer together and is consistent with a democratic style consistent with a democratic style leadership. leadership.

External communicationExternal communication is needed to is needed to order from suppliers, satisfy customers, order from suppliers, satisfy customers, deal with enquiries or complaints, deal with enquiries or complaints, obtain governments advice and grant obtain governments advice and grant aid………aid………

  

Visual Visual CommunicationCommunication

Using charts, graphs, videos and television Using charts, graphs, videos and television to give a messages internally & externally.to give a messages internally & externally.

Rules for preparing Rules for preparing charts/graphscharts/graphs

Give it a title.Give it a title.

Label the Y axis (eg. year)Label the Y axis (eg. year)

Label the X axis (eg. quantity)Label the X axis (eg. quantity)

Bar Chart Bar Chart 2005 SQ 10, 2005 SQ 10, 2003 SQ 102003 SQ 10

Is a series of bars.Is a series of bars.

Used for comparing quantities.Used for comparing quantities.

Line/Trend GraphLine/Trend GraphIs a chart that uses lines.Is a chart that uses lines.

Used for showing changes over time.Used for showing changes over time.

Pie ChartsPie ChartsIs a circle divided into segments.Is a circle divided into segments.

Used to show percentages or Used to show percentages or proportions.proportions.

Visual Visual CommunicationCommunication

AdvantagesAdvantages

Easy to understandEasy to understand

Shows trends and Shows trends and comparisonscomparisons

DisadvantagesDisadvantages

Some people may Some people may not understandnot understand

Takes time to Takes time to prepareprepare

Evaluate the role of ICT Evaluate the role of ICT in communication 2000 Q in communication 2000 Q

4 (b)4 (b)1.1. SpeedSpeed

All sorts of information is transmitted and All sorts of information is transmitted and available world wide in a very short space available world wide in a very short space of time.of time.

Eg. www, e-mailEg. www, e-mail

2. Decision 2. Decision MakingMaking

More informed decisions can be made with a More informed decisions can be made with a variety up-to-date information.variety up-to-date information.

““What if” scenarios can be considered.What if” scenarios can be considered.

Examples: spreadsheets, wwwExamples: spreadsheets, www

3. Management 3. Management StructureStructure

Organisations have become flatter.Organisations have become flatter.

There are fewer layers of management.There are fewer layers of management.

It is easier to keep control with ICT.It is easier to keep control with ICT.

Management & subordinates are in Management & subordinates are in constant communication via mobiles, constant communication via mobiles, laptops…laptops…

4. Geographical 4. Geographical LocationLocation

Face-to-face communication is no longer Face-to-face communication is no longer necessary.necessary.

Reducing time & costs of travel.Reducing time & costs of travel.

Eg. Eg.

tele-conferencing, videoconferenceingtele-conferencing, videoconferenceing

Benefits of improving Benefits of improving Information & Information &

Communication Technology Communication Technology (ICT) 2001 Q 4(ICT) 2001 Q 4

1. ICT reduces costs1. ICT reduces costs

Less workers needed, less wages eg robotics.Less workers needed, less wages eg robotics.

Less travel eg. videoconferencing.Less travel eg. videoconferencing.

Less retail expenses, eg. internet sales.Less retail expenses, eg. internet sales.

Less postage eg. e-mail.Less postage eg. e-mail.

Less bank charges with e-banking.Less bank charges with e-banking.

2. ICT improves performance2. ICT improves performance

Management can make quick informed Management can make quick informed decisions eg. www, spreadsheets.decisions eg. www, spreadsheets.

Repetitive task can be done by computer Repetitive task can be done by computer freeing staff to do other things eg. stock freeing staff to do other things eg. stock control (EFTPOS)control (EFTPOS)

Quick & constant comm makes the firm Quick & constant comm makes the firm efficient eg. mobiles, internet….efficient eg. mobiles, internet….

3. ICT provide new 3. ICT provide new business opportunitiesbusiness opportunities

New technology helps develop new New technology helps develop new products more effeciently eg CAD, CAMproducts more effeciently eg CAD, CAM

Advertising & selling can by done globally Advertising & selling can by done globally via the internet.via the internet.

Drawbacks of ICTDrawbacks of ICT

Please try and answer this yourselves.Please try and answer this yourselves.

Leave enough space to fill in if you need Leave enough space to fill in if you need help!help!

Costs: Hardware, software, training.Costs: Hardware, software, training.

Redundancies: Workers & middle m’mentRedundancies: Workers & middle m’ment

Health issues: RSI, eyesight…………..Health issues: RSI, eyesight…………..

Electronic Data Electronic Data Interchange (EDI) Interchange (EDI)

2009 Q 6, 2002 SQ 52009 Q 6, 2002 SQ 5Allows firms to send Allows firms to send standardised documents standardised documents to each other.to each other.

Example: when stock reaches a certain level Example: when stock reaches a certain level the computer will automatically order new the computer will automatically order new stock from the supplier.stock from the supplier.

The supplier will automatically send an The supplier will automatically send an invoice.invoice.

It is It is quick and cheap quick and cheap (reduces paper & post).(reduces paper & post).

Spreadsheet 2000 Spreadsheet 2000 SQ 5SQ 5

SpreadsheetSpreadsheet

Is a computer programme that allows Is a computer programme that allows records to be stored and presented quickly records to be stored and presented quickly and easily eg. Excel.and easily eg. Excel.

It can perform “what if” analysis.It can perform “what if” analysis.

Predictions can be made which helps Predictions can be made which helps decision making. decision making.

Used for payroll, final a/c’s budgets…..Used for payroll, final a/c’s budgets…..

Internet & www Internet & www 2009 Q 62009 Q 6

Is a world wide connection of computers.Is a world wide connection of computers.

It is a library of electronic magazines that It is a library of electronic magazines that contain vasts amounts of information.contain vasts amounts of information.

It is also a method of advertising & selleing It is also a method of advertising & selleing products.products.

Dell sell its’ computers exclusively via the Dell sell its’ computers exclusively via the internet.internet.

ISDNISDN

Integrated Services Digital Network.Integrated Services Digital Network.

Transmits data through telephone lines.Transmits data through telephone lines.

Computers are connected to phone lines Computers are connected to phone lines through modems.through modems.

ModemModem

Computers need a modem to communicate Computers need a modem to communicate with other computers through the with other computers through the telephone lines.telephone lines.

It converts digital signals to analog It converts digital signals to analog signals.signals.

e-mail 2005 SQ 5e-mail 2005 SQ 5

Electronic mail.Electronic mail.

Is sending & receiving messages over the Is sending & receiving messages over the internet.internet.

It is quick, cheap & easy.It is quick, cheap & easy.

ButBut

There may be viruses attached, it may not There may be viruses attached, it may not be private, it may go to the wrong address.be private, it may go to the wrong address.

Video-Video-conferencing conferencing

2009 Q 6, 1999 SQ 32009 Q 6, 1999 SQ 3TV and computer link up via satellite of TV and computer link up via satellite of sound & pictures for meetings without sound & pictures for meetings without travel.travel.

Video-Video-conferencing conferencing

2009 Q 6, 1999 SQ 32009 Q 6, 1999 SQ 3It is quicker and cheaper than It is quicker and cheaper than travelling.travelling.

It allows people from all over the world It allows people from all over the world to share their ideas.to share their ideas.

Used by companies such as Intel to Used by companies such as Intel to communicate with HQ in California.communicate with HQ in California.

TeleconferencingTeleconferencing

Up to 20 people canUp to 20 people can

talk together on the phone.talk together on the phone.

It is quick & cheap.It is quick & cheap.

It allows people to work from home.It allows people to work from home.

This reduces office expenses.This reduces office expenses.

Data Protection Acts Data Protection Acts 1988 and 2003 (2009 Q 1988 and 2003 (2009 Q

4)4)A Data Subject isA Data Subject is

An individual about whom information An individual about whom information is kept.is kept.

Rights of Data Rights of Data Subjects (CAR)Subjects (CAR)

1. Right of Correction1. Right of Correction

A person has the right to have A person has the right to have inaccurate information correctedinaccurate information corrected..

2. Right to complain and compensation2. Right to complain and compensation

A person has the right to complain A person has the right to complain to the Data Protection to the Data Protection Commissioner & receive Commissioner & receive compensation for losses resulting compensation for losses resulting from innacurate information.from innacurate information.

Rights of Data Rights of Data Subjects (CAR)Subjects (CAR)

3. Right of Access3. Right of Access

A person has the right to receive a A person has the right to receive a copy of data held electronically to copy of data held electronically to him/her within 40 of lodging a him/her within 40 of lodging a written request.written request.

4. Right of Removal4. Right of Removal

A person has the right to have their A person has the right to have their name removed from mailing lists.name removed from mailing lists.

A data controller isA data controller is

The person who controls the use of The person who controls the use of personal information held about personal information held about individuals on computer.individuals on computer.

Obligations of Data Obligations of Data ControllersControllers

(SCOUR)(SCOUR)1. Provide security1. Provide security

Keep data protected against unauthorised Keep data protected against unauthorised accress.accress.

2. Provide a copy2. Provide a copy

Of e-data within 40 days of a written Of e-data within 40 days of a written request.request.

Obligations of Data Obligations of Data ControllersControllers

(SCOUR)(SCOUR)3. Obtain information3. Obtain information

Fairly and openly.Fairly and openly.

4. Use data 4. Use data

Only for specific purpose provided.Only for specific purpose provided.

5. Register5. Register

Keep a register of all data kept.Keep a register of all data kept.

Functions of the Data Functions of the Data Protection Protection

CommissionerCommissionerKeep a Keep a registerregister of all data controllers. of all data controllers.

ReportReport annually to the Oireachtas. annually to the Oireachtas.

Use Use prohibition noticesprohibition notices to stop the to stop the transfer of data outside of the country.transfer of data outside of the country.

Use Use information noticesinformation notices to force data to force data controllers to provide data when controllers to provide data when requested.requested.

Use Use enforcement noticesenforcement notices to deal with to deal with organisations that breach the act.organisations that breach the act.

Evaluation of the Data Evaluation of the Data Protection Acts 1988 and Protection Acts 1988 and

20032003In my opinion the Data Protection Acts In my opinion the Data Protection Acts 1988 and 1988 and 2003……………………………………….2003……………………………………….