CommunicationsCommunications

What Is Communication?What Is Communication?

Communication is the way informationCommunication is the way information

is sent and receivedis sent and received

Business success depends upon clearBusiness success depends upon clear

and effective communications withinand effective communications within

and between organisationsand between organisations

Good CommunicationsGood Communications

This depends on the sender makingThis depends on the sender making

Sure that the message is:Sure that the message is:

Easy to understand and free of Easy to understand and free of jargonjargon

Sent by an approved methodSent by an approved method

Sent to the right personSent to the right person

What Methods Of What Methods Of Communication Are There?Communication Are There?

TelephoneTelephone

Most commonly Most commonly used method of used method of communication for communication for quick one-to-one quick one-to-one discussionsdiscussionsConnection Connection available from available from various companiesvarious companiesTelephone systems Telephone systems hold, transfer and hold, transfer and divert callsdivert calls

Telephone ServicesTelephone Services

Displays the number of Displays the number of the person callingthe person calling

Telephone number can be Telephone number can be withheld by person diallingwithheld by person dialling

Caller DisplayCaller Display

Dial 1471 to find out who Dial 1471 to find out who called youcalled you

Telephone number can be Telephone number can be withheld by person diallingwithheld by person dialling

Call ReturnCall Return

•Dial 192 directory enquiries Dial 192 directory enquiries •Dial 153 international Dial 153 international numbersnumbers•Charge for this serviceCharge for this service

Directory EnquiriesDirectory Enquiries

Telephone ServicesTelephone Services

The recipient paysThe recipient pays

Calls are arranged Calls are arranged through operatorsthrough operators

Additional charge for Additional charge for this service this service

Transfer ChargeTransfer Charge

(Call Collect)(Call Collect)

Calls can be made Calls can be made from a public call box from a public call box and charged against and charged against the owners billthe owners bill

Charge CardCharge Card

Mobile PhonesMobile Phones

FeaturesFeatures

Phone Phone BookBook

Security Security AccessAccess

Text Text MessagesMessages

Quick Quick DialDial

Internet Internet AccessAccess

Call Call DivertDivert

Messages Messages InboxInbox

VoicemailVoicemail

A specialised type of A specialised type of e-maile-mail

A computer-linked A computer-linked system for system for recording, storing recording, storing and forwarding and forwarding telephone messagestelephone messages

Messages are Messages are spoken and left in a spoken and left in a voicemail boxvoicemail box

Voicemail (cont)Voicemail (cont)

Is protected by a PIN numberIs protected by a PIN numberThe system indicates when The system indicates when messages are waiting to be readmessages are waiting to be read

ProblemsProblemsCallers can be kept waiting while Callers can be kept waiting while trying to contact someonetrying to contact someoneSystem is impersonalSystem is impersonalSome callers may not want to leave Some callers may not want to leave messagesmessages

IntranetIntranet

A Local Area A Local Area Network (LAN) Network (LAN) where an network where an network of computers are of computers are connectedconnectedAllows internal Allows internal communication to communication to take placetake placeData is exchanged Data is exchanged without the need without the need for Internet accessfor Internet access

Intranet (cont)Intranet (cont)

In-house web In-house web pages can be usedpages can be used

ProblemsProblemsCommunication is Communication is limited to internal limited to internal useuseCommunication Communication with other with other branches may not branches may not be possiblebe possible

PagersPagers

Small hand –heldSmall hand –helddevices which alertdevices which alertusers whenusers wheninformation has beeninformation has beenreceivedreceived

Inexpensive to Inexpensive to operateoperateEasily carriedEasily carriedBeep or vibrate to Beep or vibrate to alert usersalert users

Pagers (cont)Pagers (cont)

Used by people who Used by people who need to be contacted need to be contacted quicklyquickly

ProblemsProblemsMay be lost due to May be lost due to sizesizeMessages sent are Messages sent are limited in sizelimited in sizeAllow only one-way Allow only one-way communicationcommunication

Public Address SystemPublic Address System

Operates through a Operates through a loud speaker systemloud speaker systemUseful for Useful for announcements and announcements and general messagesgeneral messagesCan be hard to hearCan be hard to hearRelatively cheap to Relatively cheap to operateoperateUseful for large Useful for large gatherings of peoplegatherings of people

TeletextTeletext

Teletext broadcasts Teletext broadcasts pages of information pages of information to speciall equipped to speciall equipped TV’sTV’s

Information includes:Information includes:

Exchange Exchange RatesRates

Road Road ReportsReports

Movies Movies etcetc

HolidaysHolidays

TV ListingsTV ListingsFinanceFinance

WeatherWeatherNewsNews

Electronic DiaryElectronic Diary

Is used to:Is used to:Store information Store information relating to relating to appointments, appointments, meetings etcmeetings etcCustomers and Customers and suppliers detailssuppliers detailsInform staff of Inform staff of important dates, times important dates, times etcetcKeeps a central record Keeps a central record of meetingsof meetings

Electronic Diary (cont)Electronic Diary (cont)

ProblemsProblems

Equipment failureEquipment failure

Information must Information must be constantly be constantly updatedupdated

Wrong information Wrong information may be may be communicatedcommunicated

Paper Based Paper Based CommunicationCommunication

Business LetterBusiness LetterProvides a Provides a permanent recordpermanent recordInexpensiveInexpensiveOften use between Often use between businessesbusinessesPrepared using Prepared using house stylehouse styleSlower than Slower than electronic mailelectronic mail

MemorandumMemorandum

An internal method of An internal method of communicationcommunication

A short note from one A short note from one person to anotherperson to another

Prepared using an Prepared using an acceptable house acceptable house stylestyle

Other Business DocumentsOther Business Documents

Delivery NoteDelivery Note

OrderOrder

Letter of Letter of EnquiryEnquiry

Internal request for for goods to be Internal request for for goods to be bought or issued from stockbought or issued from stock..

Sent to a supplier requesting info Sent to a supplier requesting info about goods or servicesabout goods or services

Sent by the seller to the buyerSent by the seller to the buyer

Sent with the goods being deliveredSent with the goods being delivered

Buyer can check order with delivery noteBuyer can check order with delivery note

Copy is signed and returned as proof of Copy is signed and returned as proof of deliverydelivery

RequisitionRequisition

Other Business DocumentsOther Business Documents

OrderOrder

InvoiceInvoice

Credit NoteCredit Note

StatementStatement

Sent by the seller to the buyerSent by the seller to the buyer

Sent by the seller to the buyerSent by the seller to the buyer

Gives details of what was bought including Gives details of what was bought including priceprice

Sent by the seller to the buyerSent by the seller to the buyer

Acknowledges the receipt of returned goodsAcknowledges the receipt of returned goods

Sent by the seller (usually at the end of the Sent by the seller (usually at the end of the month)month)

Advises the buyer how much they owe and Advises the buyer how much they owe and how much they have paid that monthhow much they have paid that month

StatementStatement

Credit Credit NoteNote

InvoiceInvoice

Delivery Delivery NoteNote

OrderOrder

QuotationQuotation

Letter of Letter of EnquiryEnquiry

BuyeBuyerr

SellerSeller