Subtopic: Barriers to Effective Communication

Communication barriers refers to obstacles that occur between the sender and the receiver to
distort or lose the message.

Some common barriers to effect communication:

1. People Barriers
 Receivers negative attitude towards the sender.
 Ethnic differences
 Different cultural groups
 Different statues between sender and receiver.
2. Language Barriers
 Speaking different dialects or using different grammar or pronunciation can cause
confusion.
 Using jargon with a non-specialist audience will sound foreign to most of the
participants.
 Use of unclear complicated language.
3. Listening Barriers
 Listening composed of five (5) distinct activities hearing, understanding,
interpreting, evaluating and responding.
4. Defects in Communication Effects
 E.g.: Email cannot reach the receiver due to technical problems.
5. Defective Message
 The sender cannot expect accurate and timely feedback when the message they
send is incomplete or incorrect.

Effective Business Communication

For effective business communication people need the ability to:

 Select the most appropriate communication channel (spoken or written).
 Select the most reliable and appropriate communication method
To transmit the message (e.g.: email, fax, mail, telephone or hand delivery)
 Choose the format and language for written communication that receivers will
understand.
 Read and interpret written communication.
 Interpret and understand non-verbal communication.
 Listen to and interpret spoken communication.

Day : Wednesday Term :3

Date : 28-08-2019 Week : 7

 Topic: Oral Communication

Subtopic: Meetings

Introduction
- Communication through spoken words is known as oral communication.
- Oral communication is business settings include:
 Meetings
 Telephone Conversations
 Presentations
 Workshops/Seminars
 Conferences
 Speeches
Meetings
- Different types of business meetings.
1. Regular and Irregular
- Regular meetings are held regularly according to a meeting calendar.
- Irregular meetings are held when there is a need for meeting.
2. Formal and Informal
- Formal meetings are structured meeting held to discuss a set of agenda.

Minutes – a written summary of what has been discussed at a meeting.

- Informal meetings are held with hand-picked people to discuss an issue. There is no proper
agenda for these meetings.
3. Structured and Unstructured
-Structured meetings are conducted according to an agenda.
-unstructured meetings are similar to informal meetings.
In CEOs briefing, only CEO will take. It is one-way communication.

In a consultative meeting all the participants are allowed to talk. It is two-way communication.

Activity:

1. Give four examples of oral communication.

a) Meetings c) Presentations
b) Telephone conversations d) Conferences

2. Write the definitions of:

a) One-way communication- a meeting when only CEOs talk.
b) Two-way communication- a meeting that allows all the participants to talk.
3. Describe the role of a chair person?
To control the meeting and appoints to people who wish to talk when they raise their
hand.
Answers

2. a) In one-way communication information is transferred only in one direction, from sender to

receiver. There isn’t any opportunity for the receiver to give feedback to receiver.

b) Two-way communication occurs when the receiver provided feedback to the sender.

- It is also known as interpersonal communication.

3. The role of chairperson is to conduct the meeting in an orderly manner to achiveve the aim of the
meeting within the time period.

Day : Thursday Term :3

Date : 29-08-2019 Week : 7

Subtopic: The Telephone

Different types of telephone used in business communications are:

1. Private Automatic Branch (P.A.B.X)

- under this method one or more direct telephone lies connected to a central switchboard

-it’s main purpose is to enable several users to share one or more fixed phone lines by using
extensions or intercoms.

2. Land Telephone (Fixed Line Telephone)

-These are telephone connected to the Telikom main exchange directly through telephone lines.

-The telephone is placed at a fixed location and users must go to that location to make a call or
receive a call.

3. Satellite Phones
4. Mobile Pones

Computer-based Telephone Calls

-Chatting software such as “Yahoo Messenger and Skype” makes it possible to speak to
someone who has same facility via a computer. In addition to conversations through “webcam”
two parties can see each other and samples of products can be viewed.

Day : Wednesday Term :3

Date : 04-09-2019 Week : 8

Telephone Etiquette

Is a set of rules that needs to be followed when receiving or making a telephone call in business
settings.

Activity

Greet the caller at the beginning of a sentence.

-Make him/her feel welcome/friendly/respect

Identify yourself properly.

-To make the caller that he/she is speaking with the right person.

Use a normal tone of voice

-To speak clear so that the receivers understand the message.
-To be honest to yourself and caller/receiver

Day : Thursday Term :3

Date : 05-09-2019 Week : 8

Interviews
-An interview is a meeting between an interviewer and interviewee.

Presentations
-A presentation is a well-prepared formal talk given to audience on a specific subject.

Conferences
-A conference is usually held on a particular theme, and is attended by many people.

Workshops
-A workshop is basically a training methodology for mature people.

Speeches
- Speeches are simply a talk made by someone on a specific, either for a selected audience or
general public.

“Consultative Meeting”
- A meeting to discuss issues.
-The convener consults the participants and get their opinions and views.

“Statutory Meeting”
-A meeting that must be convened by law. E.g. :Shareholders annual meetings, BOD meetings.
 Day : Monday Term :3

Date : 09-09-2019 Week : 9

Topic: Written Communication

Subtopic: Effective Written Communication
Introduction
- Written communication is transmitted to the receiver through written words.
- It includes letters, circulars, notices, memos, reports, forms, manuals, brochures and flyers.

Advantages of Written Communication

1. It is precise and accurate.
2. Written records are permanent in nature.
3. It can be referred to repeatedly.
4. It can be circulated to a number of recipients.
5. It determines people’s responsibilities.

Effective Written Communication Principles.

 Completeness
- This means all the details relating to the subject should be included in the business
documents.

 Clarity
-This means the message must be clear and easy for the reader to understand and act.

 Conciseness
-This means leaving out unnecessary words, facts and repetitions and not using long
sentences.

 Courtesy
-This means avoiding rude and abusive language.

 Consideration
-This refers to keeping the reader’s feeling in mind and trying not to hurt them.

 Correctness
-This means the message must be free from grammatical mistakes.

 Attitude
-The writer should not take a pessimistic and negative approach but maintain cheerfulness.

Day : Wednesday Term :3

Date : 11-09-2019 Week : 9

 Subtopic: Business Documents

1. Letter of enquiry
- On this letter the buyer indicates the products she/he intends to buy and request more details
from the supplier.

2. Quotation/Catalogue
- A quotation or pro forma invoice is sent by the seller if the products that the buyer wants to
purchase are clearly stated.
- If the letter of enquiry is vogue, the sender sends a copy of company catalogue. A catalogue is
a list of products with their features and prices.

3. Purchase Order
-On receiving the catalogue, quotation or proforma invoice, the buyer sends a purchase order.
This is the order to the supplier to supply the goods indicated in the order.

4. Advice Note
-On receiving the purchase order, the seller sends an acknowledgement letter (Advice note).
This is to advice the buyer that the purchase order has been received and action has been taken
to supply what has been ordered.

5. Delivery Docket
-After sending the advice note the seller delivers that goods ordered to the buyer along with a
delivery docket. This documents lists the goods delivered.

6. Invoice
-an invoice is sent to the buyer separately asking for payment.

7. Credit Note
-When there is short supply of goods or when some goods are defective or an invoice amounted
is over stated. The buyer can request a credit note. The seller issues a credit note stating that
the buyers account has been credited with the amount in question.

8. Cheque and Covering letter

-The buyer is required to settle the invoice within the credit period. This is done by issuing
cheques along with a covering letter (remittance advice).

9. Statement of account
-It is sent to the credit customers on a regular basis. It indicates the status of the account.

10. Receipt
-On receiving the cheque the seller sends a receipt indicating the amount received.

Day : Thursday Term :3

Date : 19-09-2019 Week : 10

 Subtopic: Business Letters

-A letter is used to communication a formal, written message.

-Two important aspects of business letter writing are layouts and contents. The layout creates the
appearance and makes the first impression on the reader. The contents are important because they
ensure the reader understands and fully accepts the message.

The parts of a business letter

ESSENTIAL PARTS OPTIONAL PARTS

1. Heading or letterhead 1. Subject heading
(sender’s address) 2. Attention line
2. Date 3. Reference number
3. Inside address 4. Enclosure
(receiver’s address) 5. File number
4. Greetings/Salutation 6. Sender’s mobile number
5. Body of the letter 7. Sender’s email address
6. Complimentary close
7. Sender’s signature and
designation

1. Heading or letterhead
2. Date
3. Inside address
4. Salutation
5. Subject line
6. Body
7. Complimentary close
8. Sender’s signature and designation.

Types of layouts

1. Full black layout

2. Semi-black layout
3. Modified back layout

Day : Monday Term :4

Date : 30-09-2019 Week : 1

 Subtopic: Circulars and Memorandums

Circulars
-A circular is a document issued by authorized people in an organization containing instructions
and information to be complied with.

Memorandums
-A Memorandum (Memo) is a document used to communicate within an organization.
-The plural for memorandum is known as “memoranda”

Memos should contain the following information.

 To (receiver)
 From (sender)
 Subject
 Body
-Memos are used for purposes such as to request, instruct, authorize, confirm or announce.

Day : Wednesday Term :4

Date : 02-10-2019 Week : 01

Subtopic: Meeting Documents

The following documents relate to meetings:

1. Meeting Notice
-This includes the date, time, and venue of the meeting. An agenda with supporting documents
and previous meeting minutes are sent along with meeting notice.

2. Meeting Minutes
-Secretary is responsible for taking meeting minutes.
-A minute is a record of what happens during the meeting.

Meeting minutes include the following information

1. Date and venue of the meeting held and consecutive number of the meeting.
2. Name of those present.
3. Name of those absent.
4. Apologies
5. Acceptance of previous meeting minutes
6. Matters arising from previous meeting minutes.
7. Chairpersons’ statement regarding the purpose of the meeting.
8. Decisions and actions with names of those proposing and seconding them.
9. Date of the next meeting.
10. Time meeting closed.
11. Signatures of Chairpersons and secretary.
12. Date.

Day : Thursday Term :4

Date : 03-10-2019 Week : 01

Homework

1. What is agenda and what should it include?

An agenda is a point to discuss about it. An agenda with supporting documents and
previous meeting minutes are sent along with the meeting notice.

PAGE 21
PAGE 22
PAGE 23
The characteristics of an effective filling system are:
 Simplicity • Accessibility
 Economy •Safety
 Flexibility •Suitability

Day : Wednesday Term :4

Date : 10-10-2019 Week : 02

Subtopic: Methods of classifying files and records

Common ways of classifying and arranging files and records are

1. Alphabetical Order 5. Geographical
2. Numerical order 6. Chronological order
3. Alphanumeric arrangement 7. Subject order

Indexing – is a guide to finding files in a central filing system.

Two methods of locating file in a business are:

i) Centralized filing
ii) Decentralized filing

In addition, the Postal services provide the following series

 Salim Monic Kwik
 Issuing of money orders
 Supply of mailing stationary
 Sending telegrams
 Sale of postage stamps

Courier Services
-Courier services express mail, cargo and parcel services.
-International courier series include TNT, DHL, FedEx and UPS, TNT and DHL both have
operations in PNG.

Day : Friday Term :4

Date : 11-10-2019 Week : 02

Subtopic: Telecommunication services

 “Telecommunication” is a general term for a vast array of technologies that send information
over distances.
-Telecommunication involves the use of electronic devices such as telephone, TV, radio and
computer.
-Telecommunication services includes telephone, mobile phone and internet services.
In PNG, the sole authority for supplying landline telephone is Telikom PNG.
B Mobile is a subsidiary of Telikom and Digecel is an Irish company.

Note from the Chart

Letterhead - BM

Bush Mining Limited

PO Box 444, Bushland Telephone: 9873243 Fax : 987356

Email: inquiries @ bushland.com.pg

(two line spaces)

Date 20 June 2011

(two line spaces)

Inside address  Mr. Gutpela Wantok

Bush Hotel

Po Box 333

Bushland

(two lines spaces)

Salutation  Dear Mr. Wantok

(one line space)

Subject line  Reservation for staff training program

(one-line space)

I would like to reserve your Kaskas Room for our next staff training program

(one-line space)
Body  the training program begins on 2 5 August 2011 and end on 31 August 2011 The number of
participants will be 2 5 including trainer During this period you near to supply morning tea.
lunch and afternoon tea for the participants.

(one line space)

Please feel freet to contact me if you have any queries I take this opportunity to the participants
at the previous traning program. I look forward to hearing from you.

(Two line spaces)

Complimentary close  Your sincerely

(Three line spaces for signature)

Signature 

Writers name  Bush Miner

Writers designation  Human Resources Manager

Full block layout. Open punctuation.

Day : Monday Term :4

Date : 14-10-2019 Week : 03

UNIT 9.4 MY SMALL BUSINESS PROJECT

Topic: ENTREPRENEUR

Subtopic: What is an Entrepreneur

Entrepreneur
-Is someone who identifies a market opportunity and create a business organization to pursue
the opportunity.

Four Characteristics of successful entrepreneurs.

Successful entrepreneurs:

1. Are able to identify potential business opportunities better than most people.
2. Are action-oriented. This means they are able to turn their ideas into action
3. Have a detailed knowledge of the key factors needed for success and have

The physical stamina needed to put their lives in their work.

4. Seek outside help to supplement their skills, knowledge and ability

The ten D’s of an entrepreneur

1. Dream 6.Devotion

2. Decisiveness 7.Details

3 .Doers 8.Destiny

4.Determination 9.Dollars

5.Dedication 10.Distribute
 Subtopic-Small Business

Entrepreneur Skills

A successful entrepreneur should possess the following skills:

1. Financials Skills

-This includes financial planning, book keeping. Acquiring finance. banking, taxation and
accounting

-Financial planning includes cash flow forecast, sales, production and

Expenses budgeting, and profit forecasting

2. Operating Skills

-This includes stock control, ordering, identifying appreciate plant

And equipment, quality control, problem solving, using

Computer applications, recruitment and training.

3. Marketing Skills

-This includes marketing research, customer relation, pricing.

-Commerce, product promotion and competitor evaluation

Sub-topic: Self-Employed

Self-employed – working for yourself to generate your own income.

Reasons for being self-employed:

1. Make more money/profit

2. Being your own boss
3. Tapping into market gaps
4. Passion for business
5. Joining the family business
6. New business opportunities
7. Using personal skills
8. Unemployed

Challenge of Self-employed
1. Steady income is not guaranteed
2. Management failure
3. Financial difficulties
4. Personal problems
5. Unlimited liability – The owner is responsible for the business

Day : Monday Term :4

Date : 21-10-2019 Week : 04

Sub-topic: Personal Characteristics of an Entrepreneur

1. Setting Goals
- A goal is a specific measurable object or an accomplishment that a person would like to
obtain or achieve in the future.

The most important characteristics of a goal are:

 It is measurable
 It has a time frame
 It is future oriented

2. Selecting Business Opportunities

-A market gap occurs when customers’ needs and wants are not satisfied by the market.

There are number of ways to identify market gaps:

1. Observation
2. Market Research
3. Business advisors
4. Consultations
5. Search Literature

3. Accessing Financial Position

 Start-up capital
 Capital from personal savings
 Any shortfall between savings and required start-up capital
 Borrowing options
 Borrowing cost
 Time period to generate income and to recover operating costs.
 Day : Monday Term :4

Date : 28-10-2019 Week : 05

Subtopic: Be a successful salesperson

-Trading business generate their income from sales while service business by providing service
(fees charge to clients).

1. Knowing and satisfying customers’ needs

- Customers’ needs can be identified in several ways:
 By undertaking surveys from time to time
 By monitoring demand
 By talking to customers

2. Knowing the Product

- Customer’s buy different products and services to satisfy different kinds of needs and
wants.
- “Product” means that goods and services on entrepreneurs is going to sell to
customers.

3. Knowing how to communicate

- Communicating with customers is important to:
 Understand their needs and wants.
 Understand their level of satisfaction with products, staff and
 Physical facility (e.g.: store layout, parking and security)
 Bring them closer to the business

Summary

- Successful salespeople
 Know their customers
 Know their product
 Know their market
 Know how to communicate
 Know to sell the product

Day : Wednesday Term :4

Date : 30-10-2019 Week : 05

 Topic: BUSINESS ETHICS

Subtopic: Applying good and ethical business practice.

Business Ethics – the moral standards or values that a business adheres to its daily dealings
with the world.
- Morals are concerned with human actions are right or wrong, good or bad.
- Behavior that conforms to acceptable moral standards is said to be “ethical”.
-The phrase “business ethics” can be used to describe:
 The actions of individuals within an organization.
 The actions of the organization as a whole.

Some examples of good ethical business practices are:

 Honesty
 Payment of debts as agreed
 Loyalty and equity
 Dealings with customers

Topic: BUSINESS PLAN

Subtopic: What is a business plan?

Business plan – is a detailed plan of action that outlines all important aspects of a proposed
business venture.

- It sets out how a business is going to achieve its aims and objectives.
- Essentially, it is structured guide to achieving business goals.

Steps in developing a business plan:

1. Business idea and product
2. Business rational, objectives and activities.
3. Market research
4. Type of business
5. Business name
6. Resources required
7. Consultations
8. Marketing Strategy
9. Start-up capital
10. Financial plan
11. Organizational structure

A cash flow forecast is a document that shows estimated cash receipts and payments during
the project period.
 In order to prepare a cash flow forecast the following must be determined.
 Cost of products
 Selling price
 Sales forecast

Owner

Production Administration
Sales Manager Accountants
Manager Manager
Day : Monday Term :4

Date : 14-11-2019 Week : 06

Subtopic: Conducting Market Research

- Market research is usually conducted by obtaining answers to a standard questionnaire.

- The purpose of questionnaire is to collect data.

- Once the questionnaire is designed, the next step is to administer it. There are two ways of
administering a questionnaire:

 Distribute the questionnaire to the respondents and collecting them at a later date.
 Taking the questionnaire to the respondents and arranging an interview.

Day : Wednesday Term :4

Date : 06-11-2019 Week : 04

Summary

1. Design questionnaire
2. Administer the questionnaire
3. Analyze the questionnaire
4. Interpret the questionnaire
 Subtopic: Startup capital

Start-up capital
-The finance/money need to start a new business
-It is used for payments in the business before money from business income can cover the
payments.

Start-up capital is required to meet the following payments

 Fixed asset
- Are assets used in business to earn income over a long period of time.
(e.g: Land building, equipment and motor vehicle)

 Working capital
-Is the money required to pay operating expenses.

Day : Thursday Term :4

Date : 07-11-2019 Week : 06

Subtopic: The 4Ps of marketing

The marketing mix consists of four main elements:

1. Product 3. Place
2. Price 4. Promotion

1. Product
- “Product” means the product or services an entrepreneur is going to sell to customers.

- The aspects to be considered are:

 Design • Product life cycle
 Packaging • Branding

2. Price
-The price is the money value that the business is going to change its customers for its product
or services.
- Entrepreneur should now the following when determining the price of the product.
 The cost of the product or service
 The amount customers are willing to pay
 Competitors prices
 - Same common pricing strategies are:
 Cost Plus
-The business works out the cost of production and then adds on a profit mark-up to arrive
at a selling price.

 Price Skimming
-The business charges a high initial price in order to recoup the huge development costs.

 Premium pricing
-It is used in pricing of high-quality branded price.

 Discriminatory pricing
-Different prices are charged to different customers for the same product.

3. Place
- “Place” refers to how products are distributed to customers.

The main channels of distribution are shown below:

Manufactuter Wholesaler Retailer Consumer

1.

Manufactuter Retailer Consumer

2.

Manufactuter Customer
3.

In real situation, manufacturers don’t sell products in loose only in bulk.

1. Promotion
- “Promotion: means creating customer awareness about the product.
 -There are three elements to be considered in the promotion mix.
 Advertising
 Sales Promotion
 Public relation

Day : Wednesday Term :4

Date : 13-11-2019 Week : 07

Subtopic: Costing products and Services

Costing is the way of asserting the total cost of making or selling a product/providing service.

In small business costing involves calculating:

 Fixed costs
-These are the cost that do not vary according to the volume of production.
(e.g: rent payment)

 Variable costs
-These are the cost that vary according to the volume of production.
-They include the cost of direct materials, direct labor and any other direct expenses in
production.

 Direct Costs
-Are all the costs that are directly identified with products or service the business make
or provide.
i) direct material costs
II)direct labor costs

 Indirect Costs/Overhead costs

-Are all the other costs of running a business.
(e.g: rent, interest payments, electricity bills, stationary expenses, etc.)

 Total costs
-Total costs = direct material costs + direct labor costs +

Costing helps entrepreneur to

 Determine the selling price
 Control Costs
 Plan for future business activities
 Day : Thursday Term :4

Date : 13-11-2019 Week : 07

Subtopic: Break-even Analysis

Break-even analysis is a technique used to calculate pricing, estimate profit and forecast the
level of output.

Break-even point is the point at which sales revenue is exactly equals total costs.

 Break-even point formulas

A. Break-even point in number of sales unit
= fixed costs or fixed costs
contributor selling price-variable costs
“Contribution” means the cost of producing one unit. It indicates the amount one unit
“contributes” towards a firm profit. To calculate this, subtract the variable costs.
-Per unit from the selling price per unit.