SCHOOL OF BUSINESS MANAGEMENT AND ADMINISTRATIONCommunication in
Business BM5001
BM 5001
SEMESTER 1 : 2012
Name: Student ID: Communication Workbook
School of Business Management and Administration
Weltec 2012 BM5001 Business Studies in NZ Communication in
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Weltec 2012 BM5001 Business Studies in NZ Communication in
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Lecturer details Name: Phone: Email: Location: Jeremy Zwiegelaar
(04) 9202 ext 677 [email protected] Level 5, Tower
Block, Petone
Office Hours: By appointment
NB: All graphics in this handout have been adapted from: Dwyer,
J. (2009). Communication in business. (4thed). FrenchsForest:
Pearson. Topics covered: April 2012
Communication background Elements of communication Communication
channels The role of communication in business Organisational
structures and flows Business writing style Letters of application
Reports
Assessment:Students will be deemed to have passed the module
when all four activities in the workbook have been completed to a
professional standard (correct grammar and spelling no text
spelling, correct formatting) and answers show understanding of the
principles of effective communication. The four activities are on
the following pages: Activity 1: communication elements Activity 2:
organisational communication Activity 3: a letter of application
Activity 4: a short report
p4 p6 p11 p16
Submit your assignment by e-mail
[email protected] by 4 April at 4pm. Students who do
not complete the assessments to the required standard will be
entitled to resubmit at the lecturers discretion.
Students must pass this module to pass BM5001 Business
Studies
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Communication in organisationsCommunication can be defined as
the exchange of ideas, information and feelings, both verbally and
non-verbally in order to achieve a goal.
Elements of Communication Sender and receiver The people
involved in the communication who bring their culture, background,
personality and attitude to the situation. Channel The medium
through which the message flows, e.g.face to face, letter, email.
Message The purpose of the communication and the way it is actually
conveyed. Feedback The responses to the message. These can take
place simultaneously with the message being received or afterwards.
Barriers (interference) These can be physical, psychological or
semantic. Context This includes the physical context as well as the
relationship.
The communication process can be represented in the following
way:
Communication Process
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Activity 1: communication processDescribe a communication you
have been involved in recently. Identify the elements (in brackets)
Describe barriers that did or could have occurred in the
communication. Suggest ways you could overcome these barriers.
Recently I involved in a telephonic communication with the customer
care Representative of 2 degrees network. In the conversation me
and the representative Are the originators of the communication
(sender and receiver). The reason for Calling to customer care is
to deactivate the voice mail service to my number (this is The
message element that is the purpose for communicate with the
customer care ) The telephone wire and the air are the channels
here that means the message Moves from a person to another.
Barriers is any interference of the communication Process of sender
and receiver, it may be in the physical state, emotional,
linguistic Psychological. They can also be closely linked to gender
and culture.
In my communication with the representative I found some
barriers like language, Noise, and in attention etc. language is
the main barrier in my conversation such as Pronunciation, she
misunderstood my words. In this case the influence of one Language
on other can also cause problems. She didnt understand my slang of
my Language,she asks me to repeat the question again and again.
Another barrier that I Faced is noise, there is lot of disturbance
when I am talking to the representative it Causes to un clear voice
of the other person. The main reason to happened like this Is ,I
called the representative when I am in travelling, the signal
strength varies and Traffic disturbance is also very high. To
overcome this noise barrier in Communication we have to find the
source of noise and try to reduce while in Conversation. When
listening the others message we have to pay attention carefully. If
we didnt understand the others message ask them for repeating the
message or Spell the words, if it is not possible to reduce the
noise please arrange call back when it is convenient. To overcome
the language barrier use simple and clean words.
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Organisational communication is formal communication that takes
place withina workplace for the purpose of informing, enquiring or
motivating. Organisational communication occurs through specific
channels and along specific flows within any workplace.
Communications include interviews, protocols and procedure manuals,
disseminating new information, reports and newsletters. Channels
These are the means through which the information is conveyed.
Examples include: face to face, telephone, symbols, email.
Organisational structure can be hierarchical (with lots of
levels) or flat (with few levels).
Figure9.1:Organisation Chart
Dwyer, J. (2005). Communication in business. (3 ed).
FrenchsForest: Pearson.
rd
Organisational flows describe the way communication moves in
aworkplace. There are four formal flows of communication in a
workplace: Upward, downward, lateral and diagonal.
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Activity 2: Communication channels2.1 Identify five channels of
communication used within the workplace and suggest one advantage
and one disadvantage to each Face to face: it reveals more
information than any other form of communication the main advantage
is there is least number of barriers while on discussing Telephone:
the main advantage with this communication is the tone of voice and
the Immediate response, the disadvantage is lacking of speaking
skills E mail: advantage is reliable and secure which means
constant efforts are taken to improve the security in electronic
mails Disadvantage: lack of computer skills by the receiving people
and in case of urgent transactions and especially those requiring
signature are not managed through email. Letter: this communication
disadvantage is it consumes too much of time to gather some ideas
and in implementing in the form of letter Advantage :lesser chance
is there for mis understanding the message
2.2 You are a marketing manager and want to thank your staff for
achieving their targets for the last few months. You are prepared
to spend $40 on each staff member and to give them an afternoon
off. But you want them to suggest ways of spending this time and
money together. What channel would you use to get their ideas?
Why?
When discussing with the staff the best way that I chosen is
face to face Communication. in communication listening is important
than speaking ,if we Communicate with the staff by using mobile, it
causes to occurring of some noise and Emotional barriers . By
communicating face to face we arrange group discussion, By using
this we got the individual ideas of the workers and finally it
leads to take the Correct decision.
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2.3 Identify three barriers to communication that could occur in
a tall organisational structure. Language barrier: this is the main
barrier between the manager and the employees. Language skills are
very important when a manager explaining the work to employee. if
the employee didnt complete the work as expected it effects on
production of the work Feedback: feedback is important for an
organization to operate effectively. Employee needs to provide
feedback to management about the process of work and report the
issues that needs improve. Culture: respecting the other peoples
beliefs and values is main for effective communication and the age
group also plays some importance in communication. Which means
different generations and age groups have different ideas
,expectations and motivational skills
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Written communicationWritten communication should always be
clear concise courteous. correct in grammar and spelling
Business lettersBusiness letters follow a specific structure of
information depending on the purpose of the letter. Structure used
in letters, email and memos: For positive or neutral information
Paragraph 1 state the purpose Paragraph 2 give the necessary
details Paragraph 3 request or state any action that needs to be
taken
For negative information Paragaph 1 write a buffer establishing
a positive connection with the reader Paragraph 2 state the reasons
for the bad news and give the bad news Paragraph 3 end positively
and sincerely
Re-order the following information into the correct order. 1.
Our new seasons range is arriving at the end of August. 2. We will
send you a copy by 15 September. 3. Thank you for your letter about
the new catalogue.
and 1. If you are after donations next year, please contact us
before February. 2. Unfortunately we cannot provide you with any
free chocolates as our budget does not allow for this. 3. Good luck
with your conference. 4. We were most interested in hearing about
the international student conference you are holding in
Hamilton.
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Formatting of letters Letters should be formatted according to
the organisational preference. In New Zealand most organisations
use full block layout. In this style the addresses, greeting and
close are all placed on the left of the page and do not use
punctuation. Paragraphs are separated by a line space and start
against the left margin.
Nick
Dwyer, J. (2005). Communication in business. (3rded).
FrenchsForest: Pearson.
Letters of application should Identify the job and reference
Respond to the job advert Be written positively and correctly
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Application letter example taken from Work and Incomes Find a
jobbuild a future Tools to help you find work (page 13)
30 May 2006 Len Morrison The Road Taupo Phone 123-45670 Mr FD
Green BG Plastics The Street Taupo
Dear Mr Green After reading your advertisement in the Taupo
Times I would like to apply for the position of Storeperson with
your company. I have been employed with a major company for several
years as a retail assistant, and have some stock control
experience. My background with a large chemical company has also
given me experience in handling hazardous material, and I am aware
this would be an aspect of the storeperson position. Enclosed is my
application form as well as a copy of my CV and several references.
I look forward to meeting you and talking about how I can
contribute to your company.
Yours sincerely
[Signature]
Len Morrison
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Job application letter adapted from1 Blair Street Wellington
date [Company representative name] [Title] [Company XX] [XXX
Company Address] [City/town]
Gradconnection retrieved on 13.4.10 from
http://www.gradconnection.co.nz/new-zealand-graduate-forum/posts/list/95.page
Dear ... it is best to try to send your letter to a named person
at the company. If you can't determine the name use Dear Sir/Madam
[some jobs will have a reference number XXXXX] 1) Job detail
Outline the job for which you are applying. Be enthusiastic for the
company and the position. Indicate how you found out about the job,
source (i.e website, newspaper). Provide details of the contact you
have had with the organisation (if you have done so yet). If you
have been referred by a friend or colleague of the employer give
details.
2) What do you have to offer the company Highlight how you match
the requirements of the job e.g. qualifications, work experience,
attributes and transferable skills. Do you have further points in
your favour related to the job (i.e. what might set you apart from
the rest) and refer to the attached curriculum vitae. Dont be a try
hard but come across keen and insure you have researched the
company and the industry they operate in!
3) Explain why you want to work in this position for this
company Outline your interest in the particular job and/or the
position and the organisation. Make realistically positive comments
and the reputation and performance of the company. Be enthusiastic
4) Conclude Thank them for considering your application and outline
that you hope to hear from them soon. It is a good idea to indicate
that you are available to be contacted at any time to discuss your
application if need be. Yours (sincerely if you have addressed your
letter to an individual and but 'faithfully' if your letter begins
'Dear Sir/Madam)
(Signature here) Tim Watts (1 space) Encl: CV, Academic
Transcript
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Activity 3: Letter WritingChoose one of the job adverts
attached. Using the guidelines given in the examples on the
previous pages, write a letter of application for this job. Respond
closely to the job advert in your letter. Use: full block layout a
logical organisation of information appropriate language and style
correct grammar, punctuation and spelling
Flat2, 195 Waterloo road Wellington 04/04/2012 James catheron
Help desk analyst Alekhya pharma ltd Wellingtown Dear sir
APPLICATION FOR THE ROLE JUNIOR CHEMIST I am pleased to have an
opportunity to apply for the position junior chemist I have
enclosed my CV to support my application. After reading your
advertisement in times today news paper I interested to work with
your organization. I contact the front office section for details
of the job and to make an appointment. I mentioned the referees who
worked in the same organization. I have masters in organic
chemistry from Andhra university as well as pursuing graduate
diploma in business management in weltec institute of technology. I
do have instrumental experience in quality control. Some important
skills to the position Extensive experience in instrument handling
Good communication skills and quick learner Believes in team work
to achieve goals
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Keen to learn new techniques for career growth This organization
is one of the leading one to produce the bulk drugs and have top
most reputation in global wise. with Past 2 years experience in
quality control, I want to pursue my feature career in this
organization I would be glad to come for an interview at any time
convenient to you.
Yours sincerely,
Signature: (HARSHA VARDHANA RAO.MODUGU)
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Short reports and formal reportsReports are documents written in
organisations to convey information and to inform decisions.
Short reports A short report is usually between 300 and 1000
words (one and three pages). It is often part of a letter or a
memo. Short reports generally investigate an issue, for example,
health and safety issues; or research a topic, for example, types
of work stations, or reasons for machine failure.
A short report contains the following sections: A memo header or
covering letter 1. Introduction the terms of reference and scope of
the report o who requested the report o who wrote it o what the
report is about o when it was requested o when it is due o why the
report was written (the background) 2. The procedure -how the
information was found? 3. Findings and Analysis what you found from
your research 4. Conclusions your opinion or a summary of the
information 5. Recommendations your suggestions (not all short
reports include recommendations)
Editing the report People remember first impressions. A clear
and correct report gives a good impression of the writer and the
organisation. Use a spell and grammar checker before you submit
your report. A sloppy report makes you and your supervisor look
bad.
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Writing a reportWhen you are asked to write a report, use the
following steps: 1. Plan the report Good planning before you do
your research will save you time. When you start planning ask to
see a previous report or a template. This will show you what you
are expected to do. 1.1 Identify the reader or readers. How much
does the reader know about the subject? Does the reader have a
technical background? Is the report official or informal? What is
the readers attitude to you and to the subject? Answering these
questions will help you decide what information to put into the
report and what language style to use. 1.2 Clarify the purpose.
Reports are specific so you need to know what you are expected to
write about. What exactly are you supposed to cover in the report?
Why are you writing the report? Is there anything that should not
be included in the report? How much time do you have to write the
report? Answering these questions will help you focus on the main
issues involved and to decide what to include in the report. 2.
Collect the data Once youve planned your report you will need to
collect the facts. How you choose to do this is called the method
or procedure. There are three ways to get information for your
report: 2.1 Inspection, observation or testing 2.2 Interviews or
questionnaires 2.3 Written information 3. Write the report Now that
youve collected all your information, you need to put it together
as a report. 1. Introduction what the report is about and why you
wrote it. 2. Procedure/ method how you found your information 3.
Discussion or analysis the information or facts of the matter 4.
Conclusions -Your opinion about the issue. 5. Recommendations -your
suggestions to overcome the problem. (Optional)
4. Edit the report People remember first impressions. A clear
and correct report gives a good impression of the writer and the
organisation. Use a spell and grammar checker before you submit
your report. A sloppy report makes you and your supervisor look
bad.
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An example:Memo Header To: Kim McLeod, factory manager From:
Steve Jones , warehouse manager Date: 22 June 2009 Subject: Report
on recent delivery problems 1. Introduction Last Thursday (18 June)
you asked me to investigate the reasons for the delay in delivery
of the order of shoes for Kapiti Clothing and Shoes, and to email
you the report by 22 June. 2. Procedure I spoke to Sarah Greene,
the warehouse supervisor, and to Kai Timo, the manager of Full
Speed Ahead, the delivery company. 3. Findings According to Sarah
Greene, this was a one-off delivery as Kapiti Clothing and Shoes
were having a sale starting on 3 June and needed stock. The items
they requested were not in the warehouse but Sarah received them
from the factory by 30 May. She phoned full Speed Ahead to ask for
a special delivery to be picked up from the warehouse on 1 June.
She spoke to a temporary clerk as the person she usually dealt with
was off sick. The clerk took the details but the truck did not
arrive to pick up the shoes. Sarah Greene phoned the company again
at 9.30 am on 2 June and the truck arrived at the warehouse at
4.00pm on 2 June. Kai Timo was very apologetic and said that the
message was not received by the dispatcher. The regular clerk
returned to work and received the second phone call. The truck was
immediately sent to our warehouse and a special overnight delivery
was made. She later found the message hidden under papers on the
desk. Kai Timo says that pick up requests are usually followed up
in writing. Letters of apology were sent to Kapiti Clothing and
Shoes by Sarah Greene and Kai Timo. The opinion 4. Conclusions This
was a one-off occurrence but could have been avoided if the
telephone call had been followed by a fax or email to confirm the
details.
The terms of reference Reasons for the report The method
The facts
signature A short report can be written either formally or
informally, depending on who the reader is. It might be written
with or without headings. However, it is always written in
sentences, and divided into different sections.
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Task:Read the following memo and identify: the terms of
reference (Who requested the report, who wrote it, when it was
requested, when due and what the subject is) method findings
conclusions recommendations. Is the writing style and tone
appropriate? Give examples to support your response.
Report on: Lack of hygiene in the office kitchen To: Sarah
Tauwhare (Office manager) From Al Gorne (office administrator)
Date: Monday 7 August 2010 Last Tuesday asked me to check up on the
issues around the cleanliness of the office kitchen. I read the
policies, chatted to the secretary and had a look around the
kitchen on Thursday and Friday. This is what I found: 1. There is
no official policy about kitchen duties 2. 3. 4. 5. 6. 7. 8. 9. 10.
11. 12. The kitchen is a disgusting mess. The secretary says she
cleans up most of the time but sometimes other people help her by
loading the dishwasher. I think people have just got lazy. Food is
left in the fridge for weeks We need to have a duty roster Im sure
it must be a health hazard. No one empties the dishwasher when it
is clean. The main problem was dirty cups and lunch plates left on
the bench tops. I think we should all wash our own cups and remove
the dishwasher. It would be embarrassing to have visitors in there.
Perhaps a meeting would help
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Activity 4 Report WritingRewrite the short report given to you
on the previous page Use an appropriate format. Use formal language
and correct grammar, spelling and punctuation
Students should: Include all the information in the correct
structure Alter the language to use an appropriate register and
tone Use correct grammar, punctuation and spelling To: sarah
Tauwhare, office manager From: Al Gorne, office administrator Date:
04/04/2012 Subject: Report on lack of hygiene in the office
kitchen
Last Tuesday you asked me to check up on the issues around the
cleanliness of the office kitchen. I read the policies, chatted to
the secretary and had a look around the kitchen on Thursday and
Friday.
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