BUSINESS COMMUNICATIONS

Pearson and othersdefine communication asa process by which meaning in exchanged between individual although a common system of symbols signs or behaviour. Ruch and Crawford (1991) defines communications as the transfer of thought from one person to another a process that occurs all around us. Kaul (2004) arguethat the word communication means sharing of ideas message and word expressed though a language which is easily understood to the listener. Disanza and Lagge (2000) says that communication is an exchange of messages between individuals for the purpose of creation or influencing the meaning that others assign to events. They are variousimplications to the above mentioned definitions (A) Communication is a process. (B) There should be at least two parties to communication process. (C) Communication involves meaning which is the shared understanding of the massage. (D) Communication involves the use of signs which are involuntary expressions of emotions (e.g.) eye contact or posture as well as symbols which are voluntary expressions (e.g.) words which stand for ideas orthe state of the mind. In the business world both parties must be viewed with credibility in order to achieve effective communication.

IMPORTANCE OF COMMUNICATION
Stoner and Freeman (1992) says that effective
communication is important for managers for two reasons (A) Firstly communication is the process by which managers accomplish\achieve the functions of planning, organising, leading and controlling. (B) Secondly communication is the activity to which manages devote a larger proportion of their time (manager spend 75-80% of their time communicating).
Managers mainly use communication for giving instructions to subordinates as well as receiving feed backs from them, regardless of the time or nature of the organisation. Effective communication is very critical for the success of the organisation in achieving its overall goals or objectives. COMMUNICATION PRINCIPLES 1) Communication starts with self. 2) Communication involves others, it is based understood as a dialogic process .In terms of conversation or discussion. 3) Communication is complicated .Communication is not simply a way of passing information from one source to another. 4) Communication is invertible PEARSON (2003) is of the view that if u are not communicating with yourself u are observing others and drawing interference from their behaviour. COMMUNICATION PROCESS SENDERENCODING..MESSAGE.CHANNEL.MESS AGEDECODING..RECEIVER.TRASMIT.FEEDBACKR ECEIVER .BACK TO SENDER THE SENDER SOURCE

Initiates the message this refers to the person with information to communicate. THE MESSAGE This refers to the content of the interaction it include both verbal and nonverbal form of idea or thought in addition it also involves \ include gestures tone of voice as well as body movements. THE RECEIVER It is the intendant recipient of the message they maybe a large number of receivers. THE FEEDBACK This is the receivers verbal or non-verbal response to the sender message. Feedback is part of any communication situation. Organisational feedback maybe direct. THE ENCODING The translation of information into series of symbols for communication. It takes place when the sender translates information to be transmitted to symbols. The sender must establish mutuality of meaning with the receiver in the form of words that he believes to have the same meaning with the receiver. THE DECODING Refers to the process by which the receiver interprets the massage and translates it into useful information. The receiver must first understand the message and interpret it. THE NOISE

This refers to any interference in the encoding and decoding process that reduces the clarity of the message. It can be physical (loud sound). It can be mental, psychological, and semantic (using big words)

LEVELS OF COMMUNICATION
1)

INTERAPERSONAL COMMUNICATION
This is the process of understanding mean with self.

(2) INTERPERSONAL COMMUNICATION Communication between two or more people. Communication between two people is called DYADIC Communication Three people communication it is called TRIAD communication It occurs to solve problems to share information and also to solve conflicts e.g. (by meeting resolve all).

(3) INTRAGROUP COMMUNICATION This is communication within a group of the same profession (4) INTERGROUP COMMUNICATION This communication between groups (e.g.) accountancy and Managers.

(5) INTERNATIONAL COMMUNICATION

This is communication between nations.

TYPES OF COMMUNICATION
Basically they are two types of communication namely (a) VERBAL COMMUNICATION-This refers to oral or spoken communication. (b)NON VERBAL COMMUNICATION-This refers to all internal and internal message send without the use of words

TYPES OF NON-VERBAL COMMUNICATION THAT OCCURS IN ORGANIZATIONS.

KINESICS/BODY MOVEMENTS such as GASTURE, POSTURE, and FACIAL EXPRESSION AND EYE MOVEMENTS play an important role in organizations communication. Kinesics behaviour fall into 5 categories 1. EMBLEMS. 2. ILLUSTATORS. 3. AFFECT DISPLAY. 4. ADOPTOR. 5. REGULATORS. (1).EMBLEMS. Are nonverbal signals that have direct verbal translation. (Sign language). (2)ILLUSTATORS These refer to none verbal sketches that accompany language (head node, shake of hand as in disagreement)

(3)AFFECT DISPLAY These are movements of the face and body used to show emotion facial expression of emotion include, anger, happiness , sadness, fear, disgust, and surprised face. Your face is the primary vehicle for communicating affects. (4)REGULATORS These are signs we use to control the give and take of the conversation. (5)ADAPTORS. These are nonverbal movements designed to meet physicalor emotional need (e.g.) rubbing your eyes it could be a sign of discomfort or irritation. Posture appears to communicate three primary messages our emotions, ourstatus, our general attitudes. In organisations those with high status tend to use more relaxed postures.

OCULESICS.
This refers to the use of eyes in communicating. It includesblinking, direction and length of gaze. Eyes conduct regulates the flow of conversation. (B)PROXEMIC. It refers us in using space in communication. Space communicatespower, status, position, and ownership.

CONCEPTS THAT ARE ESSENTIAL TO THE USE OF SPACE ARE. (1)TERRITORIALITY-It refers to your need to establish and maintain certain space as your own. (2)PERSONAL SPACE It is the distance you maintain between yourself and others. It is the space that moves around with you. Individual appear reluctant within four (4) proxemics zones.

(A) INTIMATE DISTANCE-extend from yourself to others 45cm

18inch It is the distance reserved for those with whom we are intimate or who must interact with us at close range e.g.Abarber, doctor. In organisation it is limited you may not lean and whisper something to a friend.

(B)PERSONAL DISTANCE-18inch-4 feet-1mtr.

You would leave some distance between yourself and your Secretary while giving verbal instructions.

(C)THE SOCIAL DISTANCE - 4-12FEET.

This refers to the distance at which we most likely conduct more formal impersonal business with people from other organisations.

(D)THE PUBLIC DISTANCE Exceed 12 feet.

It is reserved for both strangers and people we fear.

HOW THE ENVIRONMENT AFFECTS ORGANSATIONAL COMMUNICATION.

OFFICE ENVIRONMENT. In some ways our office is an exterior of your personality.

EXTROVERTS (busy bodies).

One whos interested in other peoples things than his own feelings? Are likely to place their desk facing the door so that they can keep in touch with the people walking by. On the other hand an introvert that is one who looks inwards rather than the external world prefers to face the wall so that their backs are towards the door. In many organisations office features such as accessibility floor space and layout and dcor are recognised symbol of status.

ACCESSIBILTY
The high up in the hierarchy your position the more inaccessible you become. The physical location of your office would be separated more from your subordinates at the top of the hierarchical ladder you will be hidden away on the top floor.

FLOOR SPACE AND LAYOUT.

The size of your office is the second indicator of organisational status. In many organisations executives have a taste of luxurious ocean view offices.

PARKING SPACE AND VEHICLE.

OFFICE DCOR. Professionally related objects that is certificates diplomas and awards and aesthetic that is relating to beauty and aesthetic objects such as plants painting appear to have opposite impact on the occupancy perceived trustworthiness. The amount, the quality and type of furniture in an office also sends a message about you and your hierarchical rank.

(C)PHYSICAL CHARACTERISTICS, DRESS AND ARTIFACTS.

Physical appearance plays an important role in business and professional communication. Your grooming, dress and artefacts are amount the factor that act as signals for the judgement other make about you. One of the primary ways we package yourself is through our choice of clothing or through most of the companies still require conservative dress cord for their employees those with relaxed culture allow for more individuality and in some cases more casual attire. The choice of dress on the type of job behold Your own personal style must be in turn with the culture of the organisation in which you work. An artefact that is the personal items we wear are another important aspect of physical appearance. Artefacts also refers to ornament we display that hold communicative potential for e.g. hair styles cosmetic tattoos and shoes.

(D)PARALANGUAGE.
It aspects of the voice other than the words spoken constitute paralanguage that is how something is said no what is said. Included are the pitch, rhythm and the volume and pause rate and other forms of vocalisation such as the laughing.

PITCH.
The highness or lowness of your voice. Therate how rapidly or slow you speak.

VOLUME.
The loudness or softness of your voice. Speaking loudly or rapidly or at a high pitch e.g. anger.

(E)TOUCH.
Touch plays a predictable although limited communication roles e.g. a firm handshake (confident).Examples of functions of touch are. 1. Functional professional that is impersonate touch with a clear professional purpose. (Doctorexamining a patient). 2. The social polite. That is recognised touch traditions in social interactions (professional shaking hands to close a deal ).Because touch always involves inversion of another persons personal space it command attention.

(F)CHRONEMICS.
This refers to the way we handle and structure TIME BEING ON TIME IS ONE OF THE fundamental values of work organisations. Time is related to status in organisation. Those with status can keep others

waiting for work .They have more control over their work schedule than of others. Being late with a report e.g. can damage your relationship with your boss and influences his or her perception of your competence. Punctuality and time management are thus critical organisational skills.

FUNCTION OF NON VERBAL COMMUNICATION.

1. REDIRECTING Pointing to a chair to sit down actually repeats what a person has just said verbally 2. REGULATING Head nods, eye movement become signals to another person that he or she should continue speaking 3. SUBSTITUTING Nodding your head for an answer substitutes verbal response 4. CONTRADICTINGIf the human resources manager continually looks at his watch during the interview this gesture will contradict his verbal message

COMPLEMENTING
When the verbal message and non verbal action are the same, the non verbal action serves as a compliment.

BARRIERS TO EFFECTIVE INTERPERSONAL COMMUNICATION

BARRIER any factor that hinders the exchange of information between the sender and the receiver. BARRIERS 1. PREJUDICE thoughts like whatever the speaker is saying is redundant can close the mind of the speaker to the message of

the sender. Prejudice either against the speaker or his idea erects barriers which are difficult to remove. 2. POOR LISTENING - partial or marginal listening can distort the purpose or intent of the message. 3. BADLY EXPRESSED MESSAGE improper formulation and presentation of a message can prove to be detrimental to the growth of communication. 4. INFORMATION OVERLOAD it occurs when the information received exceeds the capabilities of the human informational system. The amount of the material to be communicated should be just right, too much of it can confuse the reader 5. EMOTIONALITY anger, love, hate, jealousy, fear influence how we understand others messages. 6. DEFFERING PERCEPTIONS people who have different backgrounds of knowledge and experience often perceive the same situation from different perspective. 7. DIFFERENCE IN LANGUAGE - words used must mean the same thing to the sender and receiver e.g. short term, research and development departure 2 5 years (Marketing department 3 6 months) 8. NOISE excessive noise or other destructions can reduce the effectiveness of a message. Little communication occurs in totally noise free environment. 9. CULTURE different perceptions of the world in ethnocentrism believe that your culture is superior to all other cultures e.g. everyone must speak English. 10. PHYSICS physical distances lead to bad transmission network barriers.

OVERCOMING THE BARRIERS

 Barriers can be overcome both at personal as well as the work group level. At personal level there is need for developing effective listening skills. Also increase the number of channels to avoid information overload. You can rely on telephone or face to face communication. To overcome different perceptive the message should be fully explored so that it is clearly understood by those with different views. Simpleand direct language should be used. Noise should be eliminated with regard to the emotionality you need to emphasise that is the power of understanding entering into anothers feelings.

THE EMPLOYMENT INTERVIEW

Is one of the common forms of interpersonal contact in the organisation.Whether one is getting a first job with the company or getting a new job with the same company. 1. THE PRE-INTERVIEW STAGE In the pre-interview stage job candidate must secure an interview. This involves research formulating a resume and writing a cover letter. RESEARCHThe starting plan for any job search includes classified advertisements in local newspapers, in addition one can find a variety of multi-purpose search resources on the internet. Investigating the prospective organisation provides a number of advantages to job seekers. It allows us to tailor your resume and cover letter specifically to the position which you

are applying. Research also provides a base from which questions can be asked and to which information can be added. THE RESUME CV A resume is usually 1 page description of your skills, education and work experience. A candidate should consider three parts of the resume that is the heading, the leads and the descriptions. THE HEADING Is the category under which specific information is classified. Typical heading include education, work experience and career objectives. The candidate name is the first name on the resume. THE LEAD The next category of information on the resume is the lead. Leads consist of the first information on each new line under the heading. For example Education Certificate of business management, University of Zimbabwe, July 2012 Work Experience Accounting clerk, Dairy Marketing Board Zimbabwe, January 2009 to date. Avoid abbreviations like D.M.B.

DESCRIPTIONS Includes all the information that follows the lead. The best descriptions use action words and specific quantification to show what you did in the position. For example 1) Supervised clerical worker 2) Training junior men. RESUME FORMAT Re-read the resume several times and be sure to ask others to provide feedback and to proof-read the resume. RESUMEWRITING TIPS Your resume can open a door to a great job and it could also prevent that door from ever opening. Include the information that is relevant to your experiences and abilities make the document visually appealing. THE COVER LETTER A cover letter should be viewed as your chance to explain and highlight your abilities, skills and experiences listed in your resume. It should have three paragraphs namely; 1. Show the employer that you have the training and qualification that they need 2. State your relevant accomplishments(achievements) 3. Detail your interests and show they match the organisation`s needs. THE INTERVIEW STAGE

Almost all interviews include an informational meeting with someone from human resources. Candidates must make a positive lasting impression that communicates confidence and competence.

PRESENTING YOURSELF IN AN EMPLOYMENT INTERVIEW: NONVERBAL DIMENSIONS

Your non-verbal communication is an important part of the interview for men a conservative business suit is almost always the number 1 rule. Acceptable shades to continue to be darker shades for women a conservative suit is the best way to present a professional image. Standard images are grey and blue. Both men and women need to be well groomed neat and smart. Make sure that clothes are ironed and clean and hair trimmed avoids flashy and excessive jewellery or perfume that is too strong. Aside from dressing one of the non-verbal traits that executives look for in employees is punctuality. Candidates who do arrive for the interview on time and preferably 10-5 min early rarely get a job offer.

PRESENTING YOURSELF IN AN EMPLOYMENT INTERVIEW: VERBAL DIMENSIONS

The most important fact in receiving an interview or the job offer involves the candidate answers to questions. In answering questions you should state your answers briefly.

TYPICAL INTERVIEWQUESTIONS

(a) Why dont you tell us about yourself? (b) What are career goals? [Performance] (c) Why are you looking for this type of position and why with us. (d) What are your strengths? (e) What are your weaknesses? (f) Why should I hire you? [Skills and Abilities] What will your references say about you? [Values, honest, hardworking, integrity] committed to work. - Interviewees who make specific reference to the company make a better impression to the company than candidate who speaks in general terms - In addition to successful support their claims with a variety of support of comparisons and statistics - Unsuccessful candidate speaks in monotone - They use gestures and laugh inappropriately - Never ask a question that is answered by material supplied by the employer - Do not ask about salary and fringe benefits SAMPLE QUESTIONS TO ASK THE INTERVIEWER

1) What are the typical avenues of advancement in the organisation? 2) What is the one thing you enjoy the most about working for this organisation? 3) What is the one thing that would change about the company if you were able? 4) Where do you think this organisation would be in 10 years time? [Growth] THE POST INTERVIEW STAGE GETTING THE JOB OFFER When you receive a job offer from the company determine whether you still want the position and if the offer is desirable also consider opportunities for continued growth within the organisation. SALARY NEGOTIATION Prepare for negotiation by learning about the industry standard salaries for your position. Consider also the benefits the position offers including bonus profit and medical aid. The organisation usually opens negotiations with written offers that the candidate will accept or reject. DEALING WITH REJECTION Try to keep the rejection of your candidacy separate from the rejection of a personality.

There are several things that the candidate can do to keep rejection in perspective. Seek Assistance/Support Talk to family and friends who can lead an eye and keep you motivated. Use the rejection as a learning experience Consider the attained/gained valuable interview as a lesson for future interviews. Remember that it only takes one offer to get a position and the offer usually comes after several rejections. ORGANIZATIONAL COMMUNICATION This refers to communication between the organisation and both its external and internal stakeholders. The major goal of organizational communication is to improve/enhance the effective functioning of the organisation in order to attain its objectives.

THE FACTORS INFLUENCING ORGANISATIONAL COMMUNICATION 1).STONER AND FREEMAN (1992) argue that they are four factors that influence the effectiveness of organisational communication namely. A).FORMAL CHANNEL TO COMMUNICATION Effective communication is far more difficult to achieve in a large retail organisation with wide spread branches than in a small department store. B).AUTHORITY STRUCTURE.-Status and power in the organisation help determine who will communicate comfortably with whom.

E).JOB SPECULATION. - Members of the same work groupare likely to share the same jargon, goals, and tasks while communication between different groups is likely to be weekend. F).INFORMATION OWNERSHIP- This refers to where individuals passes unique information about their jobs ,individuals with such skills and information are unwilling to share their information with others.

ORGANISATIONAL CULTURE.
Culture is defined as the set of important understandings that members of a community share. These consist of the norms, the values and attitude also beliefs. The community could be an industry or company. Corporate culture is an integral part of organizational life. SOURCES OF ORGANIZATIONAL CULTURE The organisational culture usually reflects the vision or mission of the organization founders e.g. Henry ford of Ford Corporation and also Mercedes Benz which isassociated with comfort and luxury performance but also very expensive. Bill Gates of Microsoft corporation for every computer operating system = windows .Top management are also another source culture within the organisation .If an organisation culture is such that they do not trust employees than managers ,are more likely to use an auttioritarian style (dictatorship). ELEMENTS OF ORGANISATIONAL CULTURE. 1).The values, beliefs and attitude of the organisational members.

2).Norms of behaviour e.g. looking busy even if you are not. 3).Language the language is used by organisational members to pass on the norms the beliefs and values. ORGANISATIONAL STAKEHOLDERS. These include any person or group that has an interest a right ,a claim , or ownership in an organisation .The two major stakeholders of an organisation are internal and external stakeholder. A). INTERNAL STAKEHOLDER. These include employer shareholder and the board of directors. The people who work in the organisation determine the quality of products or service that can be offered by the organisation. B). EXTERNAL STAKEHOLDER. These include suppliers , government , labour unions ,financial institutions , potentialinvestors , the media ,competitors and mostly important the customer. Organisational exists to certisfy the need of the customer and as such managers should focus on price and quality and ensure product availability and deliver an extra ordinary service in order to remain competitive. C).PROVIDING CUSTOMER SERVICE. Pearson el al (2003) point out that one of the most important forms of external communication is that which occurs when providing the service to organisation customers. The customer service encounter is the movement of interaction between the customer and the organisation for some customer

service means processing customer efficiently and quality while for some individuals customer service means being friendly and initiating pleasant conversation with clients.

STANDARD OF CUSTOMER CARE

1).CREDIBILITY. The customer should feel that staff are trustworthy and that the care about him. 2). RELIABILITY. Staff maintain standards every day in order to deliver promises made. 3). COURTESY. Staff exhibit consideration and respect toward the customer. 4).COMPETENCE. Staff possesses the skill and knowledge necessary to perform the service. 5). UNDERSTANDING. Staff makes an effort to understand customer needs and concerns. 6).ACCESS. Staff is easy to contact. 7).COMMUNICATION. informing customers in simple language and listening to them.

MANAGERIAL FUNCTIONS AND COMMUNICATION

PLANNING AND COMMUNICATION Planning refers to the process of establishing objective and suitable course of action before taking action .Basically they are two types of

plans namely strategic plans which are formulated by top management to meet the broad objective of the organisation. OPERATIONAL PLAN Plans should be communicated to all organisational mentors so that they work towards the achievement or accomplishment of set goals. ORGANIZING AND COMMUNICATION Once the objectives of the organisation have been established, the manager should have the ability to determine what type of organisation would be needed to achieve the set objectives. Organisational structures should clearly state communication clearly to everyone within the organisation so that reporting lines are clear in order to avoid confession. Identify specific job responsibilities for organizational members.

LEADING AND COMMUNICATING The leading function involves getting the members of the organisation to perform in ways that would help it to achieve its set objectives. Leading involves directly working with people hence communication becomes crucial in motivating and directing subordinates.

CONTROLLING AND COMMUNICATION Controlling ensures that the performance of organisational members confirm to set standards. When there is a variation this should be communicated to the member responsible so that corrective action should be taken.

INFORMATION MANAGEMENT Information is a product of communication that serves to help people understand and predict the world around them. Information is the source that directs decision-making and communication. Communication is the process through which information is created and understood. COMMUNICATION NETWORKS This refers to the patterns of relationships through which information flows in an organisation. Communication can flow either vertically/horizontally/laterally VERTICAL COMMUNICATION This refers to any communication that moves up or down the chain of command. Chain of command can either be upwards or downwards. UPWARD COMMUNICATION This refers to messages that flow from subordinates to superiors. This type of communication includes progress reports, suggestions and explanations. In sending upward messages you will be providing your superiors with the feedback they need. Upward communication allows managers to keep informed of problems and gives employees opportunities in the decision-making processes. DOWNWARD COMMUNICATION It occurs whenever superiors interpret messages to subordinates. It includes such things as job instructions, policy and procedures, plans, orders and performance feedback.

HORIZONTAL(LATERAL) COMMUNICATION This refers to the messages between members of an organisation with equal powers in status. This is used to co-ordinate tasks ,solving problems, share information and resolving conflicts. INFORMAL COMMUNICATION It refers to any interaction that does not generally follow the formed structure of the organisation. Staley and Staley (1992) says that the informal grapevine is typically a faster and often more reliable channel of information than are formal channels. The grapevine is accurate, it is 80-90% accurate. ADVANTAGES OF GRAPEVINE a. It helps to keep employees abreast of what is happening in an organisation for example an imminent restructuring process. b. It gives management signs of imminent structures or planned work stoppages. c. Management get information on issues such as vandalism and theft. d. It is a useful source of information about employee attitude and concerns. DISADVANTAGES a. Distortedinformation(poor decision) b. High staff turnover you have people leaving the organisation due to falsehoods. c. Organisational disharmony (internal conflict between departments).

FORMS OF ORGANISATIONAL COMMUNICATION Basically there are two forms that is written and verbal communication. WRITTEN COMMUNICATION Letters, memorandum, circulars, notices, electronic mail, telex, fax and press statements. BUSINESS LETTERS Is a written message deigned for a specific purpose. Letters are written for the purpose of informing, requesting or persuading. Types of business letters include; I. II. III. IV. V. VI. Letter of complaint Letter of recommendation Letter of inquiry Letter of congratulation Letter of request Letter concerning order

As a writer of business letters your goals are to maintain the goodwill of your readers as well as to convey information effectively when sending a letter to establish the following; 1) 2) 3) 4) 5) The receiver of the letter What is the purpose of the letter You consider what the subject is? What are the key points What action should the reader take

ADVANTAGES OF BUSINESS LETTERS Rich and Crawford (1991) outline the following;

1) Letters enable you to enclose other important documents that the reader should have. 2) The letter is the preferred method of transmitting technical or complex material that is impossible to send over the telephone. 3) The contains of previous telephone calls most confirmed by letter. 4) Possibly because they are seen as formal communications letters are often considered as sincerer and serious business communication. 5) Letters enables you to send the same message to several people at once. DISADVANTAGES 1) Some business transactions cannot wait for a letter, sometimes the agency of the issue requires a telephone call so as to minimize losses to the business. 2) The receiver may never get your message, may not get it on time or may lose it before reading it. 3) Letters can also be copied and passed along to others in the organisation with a resulting loss of assumed privacy. 4) If the receiver does receive and reads the message, he/she may not understand it.

KEY POINTS IN WRITING A BUSINESS LETTER

BE CLEAR The words you choose must express your idea to the reader. SIMPLE WORDS Choose words that are easy to understand. Avoid using difficult and unusual words.

BE CORRECT Use a consistent format for your letters.

University of Zimbabwe P.O.Box MP167 Mt Pleasant Harare

6 July 2011

Mr XYZ (Director) Director First Pack(Pvt) Ltd 48 S.Machel Avenue Harare

R.E: PURCHASE OF 2000 ACER LAPTOPS

Yours Faithfully

Tafadzwa Muza

TM/ab {person who has typed}

Endorsers(2) Cc; Mrs Director of Finance Mr Director of Marketing BE CONSIOUS - Say what you mean in a few words as possible in order to increase clarity. BE CAREFUL Avoid unintended secondary meanings {Use clear words, simple words and avoid funny words} MEMORANDUM [INTERNAL] Memorandums are messages sent within the organisation as opposed to letters which usually are sent outside the work place. ADVANTAGE Memorandum includes speed and efficiency. It uses a simple format that every employee can use easily. On the other hand memos can easily increase to the point of blocking the flow of information. FUNCTIONS OF MEMO 1) Memos help avoid distortions in relaying/conveying messages. 2) Memos should be used when the information is too complex for oral communication. 3) Memos should be used when face to face communication is not possible. A memo does not include an inside address, the salutation, the complimentary close or a standard signature block.

MEMORANDUM To: From: All faculty deans The Vice Chancellor Pro Vice Chancellor Registrar Date: Subject: 6 July 2011 First semester, December 2011 Results

CONTACT Limit yourself to one topic to one memorandum you write. Proof read your memorandum before signing it. Memos should be simple, brief, clearly presented and free from jargon. Memos should not be written unnecessarily. When no written record is needed and the message is a simple one oral communication will suffice (alright). REPORT A business report is a written organised objective presentation of information to one or more individuals for a specific business purpose. FUNCTIONS OF REPORTS IN MANAGEMENT Reports communicate information throughout vertically and horizontally and help people perform their jobs.

UPWARDS- These provide information for decision making and problem solving. LATERAL- These assist in co-ordinating work activities. DOWNWARDS- To convey policy and instructions. Reports intended for those on lower management levels should contain more specific details than those sent to high management levels. Top management informs middle and lowly manager on policy changes through reports. Reports also travel horizontally in the organisation letting each department know what other departments are doing in order to ensure co-ordination. CLASSIFYING REPORTS - Reports maybe classified by function, by source, by destination frequency of appearance. Informational report merely present facts, analytical reports both present and interpret. - Classifying reports by destination results in internal and external reports. - Internal reports flow within an organisation usually upward for managerial decision making. External reports are any one of the numerous public companies deal with. - Classifying reports by source there can be auditors and sales. - Periodical reports are issued annually, quarterly, monthly or weekly. - The company annual report is the most among these.

ORAL/VERBAL COMMUNICATION IN ORGANIZATIONS - A large proportion of communication that takes place in organizations is mainly verbal in nature. Managers and supervisors should communicate effectively with subordinates in giving subordinate instructions receiving feedback on work assignments provided to them. - Verbal communication is also used in conducting interviews. - The oral communication process usually involves nonverbal as well as verbal messages. - The process often demands immediate feedbacks and active participation of the listener as well as the speaker. LANGUAGE Is a collection of symbols, letters or words with meanings that are governed by rules and used to communicate both writing and speaking rely on the use of language. Aspects of language that business communicators should know include levels of language usage and types of language. Language usage refers to the way words and phrases one customarily used by an identifiable group or community. Formal usage of language is appropriate for occasions that call for seriousness Language lines are Standard English and non-standard English. Colloquialisms are words and phrases used informally [see you, take care, till then]. Slang is a specialised language of a group of people we share a common interest. Many people avoid using it in formal, oral or written communication [guys, guts]

JARGON It is the technical language developed by a professional group such as physicians, doctors, accountants, IT specialists, lawyers, engineers and economists. It can be efficient and effective in communicating with those who share an understanding of the terms, however jargon can lead to confusion when used to communicate with people who do not share the same language. SPEAKING IN PUBLIC Public speaking refers to speaking to an audience which is either in the presence of the speaker or physically removed from him. The ability to speak well in public usually really heavily on preparation and the skilful use of carefully practised techniques.The speaker should consider the following factors in public speaking. 1) CONSIDER YOUR AUDIENCE.when delivering the presentation the most important thing to bear in mind at all time is yours audience .The manner of your presentation should be determined above all else what you know about the people in your audience. PLANNING AND PREPARING Get your objectives clear, are you informing or persuading the audience. Decide on the content. PREPARING THE PLACE Pay particular attention to the equipment and material that you will use. DELIVERING YOUR TALK- CAPTIVATE

Make a good initial impression. Speak naturally and sound enthusiastic. Maintain contact with the audience. Be confident. Avoid distractions Concentrate on communication, use language appropriate to audience ability and watch for signs of boredom and puzzlement.

VISUAL AIDS Make the best possible use of space on boards as well as screens. All writing should be easily readable by your audience. MODES OF PUBLIC SPEAKING DELIVERANCE a) Extemporaneous speech- the content has been planned in advance. Most business speeches are extemporaneous and the speakers who are thoroughly knowledge about the subject. The impromptu speech occurs in meetings for example when someone rises to comment on a topic. b) The read speech- it allows refinement of text so that every word and phrase conveys the exact meaning desired as in radio and TV use. A speaker who reads a speech will probably be better organised than one who speaks without text. c) Memorized speech- allows for a well-planned expression of ideas politicians and pastors often travel from one plan to another effectively giving the same speaker can may forget the contact during any time of the presentation. RESPONDING TOAUDIENCE QUESTION

1. Be as ready as possible; predict in advance the kind of questions that your presentation will draw. 2. Stay alert realise that the questions and answers period is part of the presentation. 3. Announce formats and limits tell listeners at the presentation outset weather to expect a question and answer period and what format will you use. 4. Predict question and answers which audience non-verbal behaviour during your presentation for sings about what question may originate and from whom. 5. Start the questioning if necessary. If you ask for questions and non are forth coming suggest a few areas of exploration to your listeners. 6. Repeat the question before answering. This practise has three advantages It assures you that everyone had heard the question. It assures that you understand the question before you began answering. It buys time for thought. 7. Respond to the entire audience, the rest of the audience may also be interested. 8. Be brief keep your answers direct. 9. Be courteous never embarrass an audience member from what u consider to be an irrelevant question. 10. React to statements as well as statement if an audience member makes a statement instead of asking a question respond in some way. 11. Remain in control as a speaker it is your duty to keep the line of questioning on track.

12. Dont allow anyone to dominate, if the audience member attempts to dominates the question and answer period you have to be skill full. 13. Defuse hostile questions.you divide the question into manageable parts. 14. End on a high note. LISTENING Listening is defined as hearing plus the degree of concentrate that leads to understanding. In business listening is sited as being the most critical management skill. Importantbusiness communication depends entily on listening e.g. speeches oral reports, meetings, conference and complains. Good listening is an active process requiring interest attention and effort, benefits of good listening include improved understanding cooperation, empathy, motivation and increased learning of information. Good listener gives the speaker feedbacks.

BARRIES TO GOOD LISTERNING

Ruch and Crawford (1991) list some of the bones of good listening as failures. We interrupt conversation. We are sure that we know everything about the subject. We are impatient. We jump to conclusions. THE RESULTS OF GOOD LISTENING Decisions are based on better information. They are less confusion and few mistakes that hamper production. A better spirit of cooperation exists.

Meeting are improved. USING THE TELEPHONE The telephone is a common type of one on one communication. The best policy when using the telephone is to adopt a uniform warm telephone response which become your telephone personality as regard your voice, you dont have to shout or whisper ADVANTAGES OF USING TELEPHONE a) It is inexpensive. b) You will receive an immediate respond. c) You can reach people over greater distances over a very short time. DISADVANTAGES OF USING A TELEPHONE a. Many people dislike unexpected calls. b. It is easy for someone to break off the conversation. c. You dont have much time to give a considered response. HOW TO MAKE A PHONE CALL -Be prepared to lead the conversation to important topics. Before you call organises and prepares your message. Identify yourself your firm /organisation as well as the reason of calling. Know and use the partys correct name. Create a good first and last impression. HOW TO ANSWER THE PHONE When you answer a call courtesy is the key show the caller that you want to be helpful. Answer your call after the first ring. When answering the call identify your company and department and then add how may I helpyou. Do not shout or whisper talk normally to the receiver.

Provide words such as YES, ALRIGHT, to encourage the listener to tell you more. If you plan a longer conversation ask whether the person has time to talk now. Never use HELLO as business salutation it achieve nothing. Allow the person who initiates the call to terminate it. Always set the telephone receiver down gently. CONDUCTING A MEETING Meetings are gathering of two or more people for purpose of discussing of organisational work. Organisations they are committees conference quality circles, task force, staff meetings and departmental meetings. OBJECTIVE OF MEETINGS 1. 2. 3. 4. 5. 6. To inform. To reach decision as a body e.g. policy. To give advice to another person or board. To solve problems. To throw up new or creative ideas. To air a grievance. The term meeting as used in business also include. (A)CONFERENCE It is a face to face meeting usually to exchange information. Clinics are training session focusing on a particular skill or subject. Serminar it is a training session in which experts share knowledge and experience. (B)THE WORKSHOP

It is a training session design to give participants first hands material experience on the subject. ADVANTAGES OF COMMUNICATION IN GROUPS a) Groups generate new and better solutions. Groups are more likely to find solutions than are individuals. b) Groups have built in buy impower.Theres buy in power collaboration. c) Groups provide opturnities to display skill you can display your competence and commitment to the organisation .Also to your superiors as well as your colleagues. d) Groups helps meet social needs while sitting around a conference table you and other group members have the opportunities to offer support to one another. e) Groups are adoptable problem solving tools especially ad-hoc task forces. DISADVANTAGES OF GROUP COMMUNICATION a) Groups are time eaters. Groups communication is always time consuming. b) Problem of group think. This refers to a situation that occurs when a group of people who think the same way to avoid controversy (disagreements). c) Conflict organisation can suffer huge loss of time and money when groups dead lock. d) Distributed responsibility for the groups action may fall on one individual and as such the group may generate risky decision. WHY DO MOST MEETING FAIL 1. The members where not informed about the meeting in time hence in adequate preparations.

2. The members where insufficiently informed about the reason for the meeting. 3. There was no proper agenda. 4. Not sufficient time was allowed for the meeting. 5. It was unnecessary for some of the members to be present as they could make meaningful contribution to the meeting. THE CHAIRPERSON In many instance a meeting is generally as effective as its chairperson hence much is demanded of the chairperson as to character ability experience and knowledge. The ideal person should be admired from the following reasons as argued by PINDER (1980). 1. He / She starts the meeting punctually explains the purpose and objective clearly. 2. He / She when the committee will end and he finishes on time 3. He/she listens with concentration and frequently summaries the members views. 4. He /she respect all members and treats all as equal. 5. He / she is cheerful and friendly and inform but always in charge GUIDELINES FOR CONDUCTING MEETINGS OBJECTIVES. 1) Every meeting should have clearly defined objectives. 2) The first job of the meeting trader is to make all preparations well in advance including the materiel they need to prepare for the meeting. 3) In preparing and planning for the meeting participants have the responsibility to prepair facts data and ideas necessary for the meeting.

4) Generally TuesdayThursday is the best for meeting poor time is Monday morning Friday afternoons and immediately after lunch. 5) The leader or the chairperson should follow the agenda which should be distributed 24hours prior to the meeting. 6) A secretary should be appointed the minutes of the meeting should contain an accurate account of the meeting as a whole and specific reference to motionsamendments decision and conclusions. 7) Decide carefully who should attend the skill the authority and motivation of the participants should be appropriate for the task at hand. 8) Start and stop the meeting on time ,When a meeting start late a precedent maybe set for people to arrive habitually late for meetings 9) Repeat or restate unclear comments participants at a meeting often present their ideas in an unclear manner. The leader should reaped and restate the comments so that they can be understood by other group members. THE ROLE IN COMMUNICATING IN PUBLIC RELATIONS An organisation should ensure that it cultivate good relations with various public hence effective communication plays a virtual important role in executing the function.KOLLER AND ARMSTRONG (1991)defines public relations as building good relations with the companies ,various publics by obtaining favourable publicity building up good corporate image and handling or heading unfavourable rumours ,stories and events. PEARSON AL (2003) defines public relations as the management of communication between an organisation and its public. Public relations activities are the formal means by which external communication activities are used to help

organisational members co-ordinates actions with external stakeholders. INTERNAL PUBLIC RELATIONSHIP ACTIVITIES a) Newsletters. b) In house journals. c) Use of suggestion boxes. d) Company sports day where families of employees are invited. EXTERNAL PUBLIC RELATIONSHIP ACTIVITIES a) Corporate communications-creating external communication to promote understanding of the organisation. b) Press releasesplacing news working information into the news media. c) Product publicitypublicising specific products. d) Lobbyingthat is dealing with legislation and government officials to promote or to defeat legislation. e) Sponsoring functions. f) Special events e.g. grand openings. g) Magazinespublic relation can have a strong impact on public awareness at lower cost than advertising NAISBITT (1990) in megatrends 2000 as quartered STALLY AND STALLY (1992) say that the life channel of the information age communication. In two days information age work is what goes on inside peoples head at desk on airplanes in meetings at lunch .It is how they communicate with clients what they write in memos and what they say in meetings