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SCHOOL OF BUSINESS MANAGEMENT AND ADMINISTRATION BM 5001 Communication in Business SEMESTER 1 : 2012 BM5001 Name: Student ID: Communication Workbook School of Business Management and Administration © Weltec 2012 1 BM5001 Business Studies in NZ – Communication in Business
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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

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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.

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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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