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UNIVERSITY OF MAIDUGURI Maiduguri, Nigeria CENTRE FOR DISTANCE LEARNING MANAGEMENT SCIENCES BUS 208: UNIT: 3 BUSINESS COMMUNICATION BUS 208: units Published BUSINESS COMMUNICATION 3 2007© All rights reserved. No part of this work may be reproduced in any form, by mimeograph or any other means without prior permission in writing from the University of Maiduguri. This text forms part of the learning package for the academic programme of the Centre for Distance Learning, University of Maiduguri. Further enquiries should be directed to the: Coordinator Centre for Distance Learning University of Maiduguri P. M. B. 1069 Maiduguri, Nigeria. This text is being published by the authority of the Senate, University of Maiduguri, Maiduguri – Nigeria. ISBN: 978-8133- ii CDL, University of Maiduguri, Maiduguri BUS 208: units BUSINESS COMMUNICATION 3 PREFACE This study unit has been prepared for learners so that they can do most of the study on their own. The structure of the study unit is different from that of conventional textbook. The course writers have made efforts to make the study material rich enough but learners need to do some extra reading for further enrichment of the knowledge required. The learners are expected to make best use of library facilities and where feasible, use the Internet. References are provided to guide the selection of reading materials required. The University expresses its profound gratitude to our course writers and editors for making this possible. Their efforts will no doubt help in improving access to University education. Professor J. D. Amin Vice-Chancellor iii CDL, University of Maiduguri, Maiduguri BUS 208: units BUSINESS COMMUNICATION 3 HOW TO STUDY THE UNIT You are welcome to this study Unit. The unit is arranged to simplify your study. In each topic of the unit, we have introduction, objectives, in-text, summary and self-assessment exercise. The study unit should be 6-8 hours to complete. Tutors will be available at designated contact centers for tutorial. The center expects you to plan your work well. Should you wish to read further you could supplement the study with more information from the list of references and suggested readings available in the study unit. PRACTICE EXERCISES/TESTS 1. Self-Assessment Exercises (SAES) This is provided at the end of each topic. The exercise can help you to assess whether or not you have actually studied and understood the topic. Solutions to the exercises are provided at the end of the study unit for you to assess yourself. 2. Tutor-Marked Assignment (TMA) This is provided at the end of the study Unit. It is a form of examination type questions for you to answer and send to the center. You are expected to work on your own in responding to the assignments. The TMA forms part of your continuous assessment (C.A.) scores, which will be marked and returned to you. In addition, you will also write an end of Semester Examination, which will be added to your TMA scores. Finally, the center wishes you success as you go through the different units of your study. iv CDL, University of Maiduguri, Maiduguri BUS 208: units BUSINESS COMMUNICATION 3 INTRODUCTION TO THE COURSE Communication is an essential attribute of human existence as well as a necessary condition for the operation of human societies. It is a major tool for accomplishing goals and objectives. Communication makes it possible the transmission of meanings – ideas and thoughts - and the sharing of experiences, feelings, intentions communication is and wisdom breached, among organized people. activities When of the organization cease to exist and thus functions like planning, organizing, directing and controlling are greatly jeopardized. To avoid this, Managers must make adequate arrangement so that those at the key positions in the organization have the need to know when and what to communicate; as well as the how of information transfer for the achievement of the stated goals and objectives of the organization. This course is designed to help students and potential managers understand: a. What communication is b. The process involved in communication c. The structure and patterns of communication d. Methods of transmitting information e. Barriers to effective communication f. How to write good business/official letters. CDL, University of Maiduguri, Maiduguri - Nigeria 1 BUS 208: units BUSINESS COMMUNICATION CDL, University of Maiduguri, Maiduguri - Nigeria 3 2 BUS 208: units BUSINESS COMMUNICATION BUS 208: BUSINESS COMMUNICATION 3 UNIT: 3 T A B L E O F C O N T E N TS PAGES PREFACE - - HOW TO STUDY THE UNIT - - - - - - iii - - - - - - iv - - - - - 1 INTRODUCTION TO THE COURSE TOPIC 1: THE MEANING OF COMMUNICATION 3 2: COMMUNICATION PROCESS 3: STRUCTURE AND PATTERNS OF COMMUNICATION 4: - - - - 7 - - 12 - - 18 METHOD OF TRANSMITTING INFORMATION - - - 5: BREAKDOWNS IN COMMUNICATION 22 6: PRACTICAL ASPECTS OF COMMUNICATION - - - - 29 SOLUTIONS TO EXERCISES CDL, University of Maiduguri, Maiduguri - Nigeria 3 BUS 208: units BUSINESS COMMUNICATION 3 TOPIC 1: TABLE OF CONTENTS PAGES 1.0 TOPIC: THE MEANING OF COMMUNICATION 3 1.1 INTRODUCTION 1.2 OBJECTIVES 1.3 IN-TEXT - - - - - - 4 - - - - - - - 4 - - - - - - - 4 1.3.1 THE MEANING OF COMMUNICATION - 4 - 1.3.2 THE VALUE OF EFFECTIVE COMMUNICATION - - - - - - 5 1.4 SUMMARY - - - - 6 1.5 SELF- ASSESSMENT EXERCISES - - - - 6 1.6 REFERENCE 1.7 SUGGESTED READINGS - - - - - - - - - 6 - - - - - 6 CDL, University of Maiduguri, Maiduguri - Nigeria 4 BUS 208: units BUSINESS COMMUNICATION 1.0 TOPIC: THE MEANING OF COMMUNICATION 1.1 INTRODUCTION 3 The meanings of communication vary with the background of the user of the concept. As a result, the need to look into the meanings of communication from different viewpoints of users of the word communication is important. 1.2 OBJECTIVES At the end of the topic, you should be able to: i. Understand various definitions of communication ii. Adopt one definition for appropriate usages and iii. Understand the internal and external value of effective communication 1.3 IN-TEXT: 1.3.1 THE MEANING OF COMMUNICATION a) b) c) d) e) Ordinarily, a civil engineer, sociologist, electrical engineer; etc will refer to communication as network of roads, newspapers and telephone respectively. To the Oxford Dictionary, to communicate means to impart, transmit and to share information between two or more persons. Little (1977) defines communication as the process by which information is passed between individuals and or organization by means of previously agreed symbols. Here, attention is placed on non-verbal aspect of communication in which two persons must agree on one meaning of a symbol. McFarland (1974) looks at the word communication as the process of meaningful interactions among human beings. This definition gives attention to all information received that could be used profitably by the organization. Beach; (1965) sees communication as the transfer of information and understanding from one person to another. The author attaches importance to the CDL, University of Maiduguri, Maiduguri - Nigeria 5 BUS 208: units f) 1.3.2 BUSINESS COMMUNICATION 3 understanding and meaningful interpretation by the receiver of the message. Hambagda (2000), communication is the ability to convey in the simplest form of information or ideas that the recipient can easily understand and an ability on the part of the recipient to reciprocate in such a way that we can understand him. THE VALUE OF EFFECTIVE COMMUNICATION While there are many values of effective organization, they can generally be categorized into the following: 1.3.2.1 INTERNAL VALUES: CDL, University of Maiduguri, Maiduguri - Nigeria 6 BUS 208: units BUSINESS COMMUNICATION 3 - Goals and objectives settings. Since organizations have various formal and informal goals and objectives to achieve in their existence, there is the need to communicate the importance of the goals and objectives to enable employees work towards a common purpose. Decision-making – effective implementation Whenever a good decision is made, there is need for effective implementation. It is only when decisions made are communicated that such decision could be implemented. Control purpose – measure performance Since manager’s decisions are translated into actions, management need to measure performance against set standard. Without effective communication, no information could be obtained for controlling the desired result. Recruitment & Staff Development – Requires information There is no recruitment without information, no staff development without learner and no learning without communication. Most organizations review policies governing performance through standard forms (appraisals) for staff evaluation into higher position. This cannot be done without effective communication. CDL, University of Maiduguri, Maiduguri - Nigeria 7 BUS 208: units 1.3.2.2 BUSINESS COMMUNICATION 3 EXTERNAL VALUES: No organization can function in isolation to its environment. It must relate to financial institutions, consumers, competitors, suppliers, government, etc for effective and efficient operation. That is to say to survive; organizations must effectively share information and or communicate with the forces in the environment. According to Koontz, O’Donnell and Weihrich (1980), it is through information exchange that managers become aware of the activities of the customers, shareholders, competitors, trade union activities, financial institutions government rules and regulations on businesses, the community and other demands of the society. 1.4 SUMMARY: From the foregoing definitions, there is a relationship between the sender and receiver of the information before communication can take place. In between the sender and receiver is the channel through which the information is exchanged for decision-making. The value of effective communication can be manipulated for internal as well as for external use by organizations. 1.5 SELF ASSESSMENT EXERCISE 1. 2. 1.6 What is communication? What are the value of effective communication to organizations? REFERENCES O. A. Hambagda (2000) Communication for Management, 2nd edition, Malthouse Press Limited – Lagos. Beach, D.S. (1965): People and Performance, London, Heinemann. Koontz, O’Donnell, and Weirich (1980): Management. 4th edition McGraw-Hill Books 1.7 SUGGESTED READING CDL, University of Maiduguri, Maiduguri - Nigeria 8 BUS 208: units BUSINESS COMMUNICATION 3 Mc Farland; D. M. (1974) Communication In Business; Blackwell, New York. P. Little (1977) Business Communication, Longman London Saundra; H, Richard; L and Weaver II (2001) Communicating Effectively; 6th Edition, McGraw-Hill Companies, New York. CDL, University of Maiduguri, Maiduguri - Nigeria 9 BUS 208: units BUSINESS COMMUNICATION 3 TOPIC 2: TABLE OF CONTENTS PAGES 2.0 TOPIC: COMMUNICATION PROCESS 2.1 INTRODUCTION 2.2 OBJECTIVES 2.3 IN-TEXT - - 7 - - - - - - 8 - - - - - - - 8 - - - - - - - 8 2.3.1 COMMUNICATION PROCESS - - - 8 - 2.4 SUMMARY - - - - - 10 2.5 SELF- ASSESSMENT EXERCISES - - - - 10 2.6 REFERENCE 2.7 SUGGESTED READINGS - - - - - - - - - 10 - - - - - 11 CDL, University of Maiduguri, Maiduguri - Nigeria 10 BUS 208: units BUSINESS COMMUNICATION 2.0 TOPIC: COMMUNICATION PROCESS 2.1 INTRODUCTION: 3 The communication process will involve the knowledge of what is be done to formulate complete idea and thoughts as information that can be used for decision making in the organization. The communication process is portrayed as having three basic elements. The elements are the sender, channel and the receiver. According to Hambagda (1996), the elements are interactive so much that when broken into sub-units, the sender could control some elements while the receiver controls others. 2.2 OBJECTIVES: At the end of the topic, you should be able to: i. Understand the series of things to be done before an idea and thoughts will be passed between the sender and receiver of the information. ii. Understand what is done at every stage to develop a message into a product ready for users. 2.3 IN-TEXT: 2.3.1 COMMUNICATION PROCESS The word process refers to series of things that are done in order to achieve a particular result. Relating this definition to communication, what are those things that are done in order to pass information from the sender to the receiver? Generally, the communication process can be portrayed as having three basic elements. The elements are the sender, channel and the receiver. According to Hambagda (1996), the elements are interactive so much that when broken into sub-units, the sender could control some elements while the receiver controls others. Thus, the communication process involves the following stages: 2.3.1.1 THE SENDER PROCESS: The initiator of any message/information is the sender. Ideas and thoughts emanating from the sender CDL, University of Maiduguri, Maiduguri - Nigeria 11 BUS 208: units BUSINESS COMMUNICATION 3 must be crafted to give meaning to the individual or group of persons outside the mind of the sender. That is why poorly thought out message will always be poor regardless of how well it has been transmitted. 2.3.1.2 THE ENCODING PROCESS The encoding process is the stage where information or intended messages are translated into series of signs and symbols that will be understood by someone (receiver) outside the mind of the sender. Here, the sender of the message must establish mutuality in meaning with the receiver by choosing symbols, usually in the form of words and gestures that the sender believes to have the same meaning to the receiver. 2.3.1.3 THE MESSAGE The encoded ideas and thoughts become the actual messages. In order words, they have been formed into either a speech that can be spoken, words that can be read and gestures that can be understood by anyone outside the mind of the sender. 2.3.1.4 THE CHANNEL Channel refers to the means through which people pass or receive information. It is the apparatus by which information are passed to the receiver. They are usually selected from among the range of existing channels available to the sender of the message. For example, air for spoken paper for written messages; signs and symbols for non-verbal messages CDL, University of Maiduguri, Maiduguri - Nigeria 12 BUS 208: units BUSINESS COMMUNICATION 3 2.3.1.5 DECODING PROCESS It is the stage where the interpretation and transmission of a message into their actual or real meaning of the message takes place. It is very important to note that, the stage is affected by the receivers past experience, personal assessment of the signs, symbols and gestures used, expectations etc. This is because poor decoding leads to poor meaning of the intended message. 2.3.1.6 THE RECEIVER The receiver is the person to whom the message is intended. The receiver must be a good listener. Good observer; and a good reader; otherwise good meaning may not be attached to the message 2.3.1.7 THE FEEDBACK The feedback is the response to a message. According to Beach; (1979), it is a return match to a message. McCaskey; (1979) says, feed back can come in many forms-verbal, facial, follow-up, letters and memos. It goes back through the same entire communication process. 2.3.1.8 THE NOISE Noise in an ordinary sense refers to uncoordinated sound. In the context of this course, it is defined as anything that confuses, disturbs, distorts, interferes; etc, with the transmission process of information. Stone; (1989) says, noise could be internal (when receiver is not paying attention) or it could be external (when the message is distorted by elements in the environment). However, James; (1985) is of the view that; noise can be found at all the stages of the communication process. 2.4 SUMMARY The communication process is worthy to note by managers for effective and efficient dissemination of information for the success of the organization. The process can take one second to complete and at the same time it can take number of days to complete. CDL, University of Maiduguri, Maiduguri - Nigeria 13 BUS 208: units 2.5 3 SELF ASSESSMENT EXERCISE 1. 2. 2.6 BUSINESS COMMUNICATION What are the three basic elements involved in the communication process? How do you develop ideas and thoughts into a product or service? REFERENCES O. A. Hambagda (1996) Communication for Management, 2nd edition, Malthouse Press Limited – Lagos. Beach, D.S. (1965): People And Performance, London, Heinemann. Koontz, O’Donnell, and Weirich (1980): Management. 4th edition McGraw-Hill Books Mcfarland;D.M. (1974) Blackwell, New York. Communication In Business; P. Little (1977) Business Communication, Longman London Saundra; H, Richard; L and Weaver II (2001) Communicating Effectively; 6th Edition, McGraw-Hill Companies, New York. 2.7 SUGGESTED READINGS O. A. Hambagda (1996) Communication for Management, 2nd edition, Malthouse Press Limited – Lagos. CDL, University of Maiduguri, Maiduguri - Nigeria 14 BUS 208: units BUSINESS COMMUNICATION 3 TOPIC 3: TABLE OF CONTENTS PAGES 3.0 TOPIC: STRUCTURE AND PATTERNS OF COMMUNICATION 3.1 INTRODUCTION 3.2 OBJECTIVES 3.3 IN-TEXT - - - - - 12 - - - - - - 13 - - - - - - - 13 - - - - - - - 13 13 3.3.1 STRUCTURE AND PATTERNS OF COMMUNICATION - - - - - - 3.4 SUMMARY - - - - 16 3.5 SELF- ASSESSMENT EXERCISES - - - - 16 3.6 REFERENCE 3.7 SUGGESTED READINGS - - - - - - - - - 16 - - - - - 17 CDL, University of Maiduguri, Maiduguri - Nigeria 15 BUS 208: units BUSINESS COMMUNICATION 3.0 TOPIC: STRUCTURE AND PATTERNS OF COMMUNICATION 3.1 INTRODUCTION: 3 This topic exposes the students to network of communication – organizational structure – by which ideas and thoughts are passed formally or informally in the organization, its forms, advantages and solutions to the problems encountered. Both make meaningful contribution to the success and failure of the organization. This is because messages are passed through the structures and or the patterns. 3.2 OBJECTIVES: At the end of the topic, you should be able to: i. Know that, the structure and patterns of communication could be formal and informal network that can be downward, upward and horizontal. ii. Understand the forms, advantages/disadvantages of the network communication in the organization. 3.3 IN-TEXT: 3.3.1 STRUCTURE AND PATTERNS OF COMMUNICATION The structure and pattern of communication in any organization could be formal and informal. Both make meaningful contribution to the success and failure of the organization. It could be in the following ways. 3.3.1.1 DOWNWARD STRUCTURE AND PATTERNS OF COMMUNICATION There are usually structures and patterns that exist in an organization for the purpose of passing information from the top management level to the employees at the bottom of the organization. Information transmitted here comes in the form of directives for handling tasks, procedures for doing a job; etc, which could be verbal, written, etc. through a variety of CDL, University of Maiduguri, Maiduguri - Nigeria 16 BUS 208: units BUSINESS COMMUNICATION 3 channels. The major disadvantage of this stage is that, employees carry out their roles without knowing the reasons. This may lead to frustration. To correct this, down communication should be carried out along side with upward communication. See the diagram below: General Manager Personnel Manager Deputy Personnel Manager Workers 3.3.1.2 Marketing Manager Finance Manager Production Manager Deputy Marketing Manager Deputy Manager Deputy Production Manager Workers Workers Workers UPWARD STRUCTURE AND PATTERN OF COMMUNICATION It is necessary to provide a feedback on the down ward communication in the organization. It comes in the form of suggestions, complain, comments; etc about how a particular task has been carried out by the employees. Here, information must be crafted in a way that it is acceptable to the supervisor. The disadvantage here is that, the employees are placed in a grievance situation in the sense that their message may not reach the top management. To avoid these ugly situations, make use of special facilitating mechanism so that aggrieved employees get their message across to the top management. This may be through: (a) open door policy (b) Alternate appeal channels (c) special intelligent channels (d) committees (e) meetings and (f) suggestion box. Students are advised to take notes as these points (a-f) are discussed. CDL, University of Maiduguri, Maiduguri - Nigeria 17 BUS 208: units BUSINESS COMMUNICATION 3 General Manager Personnel Manager Marketing Manager Finance Manager Production Manager Deputy Personnel Manager Deputy Marketing Manager Deputy Finance Manager Deputy Production Manager Workers 3.3.1.3 Workers Workers Workers HORIZONTAL/DIAGONAL STRUCTURE AND PATTERNS OF COMMUNICATION This stage explains how information flows between departments at the same level and personnel at different levels who have no direct reporting relationship. It arises for proper coordination of tasks for common goals for the organization. For example through direct contact, tasks force, managerial roles etc. the problem and or the disadvantages is that employees will not be allowed to make comments on a matter of concern beyond their area of actuality. Due to uniform plans for the active departments in the organizations, to be effective, horizontal communications should be carefully planned. CDL, University of Maiduguri, Maiduguri - Nigeria 18 BUS 208: units BUSINESS COMMUNICATION Director of Works Dept. A 3 Dept. B Director of Finance GENERAL OFFICE Dept. C Director Personnel 3.4 Dept. D Director SUMMARY: There is no one single structure and patterns to be adopted by any organization. It depends on the size of the organization. In most cases, a combination of the network of communication could be used on the basis of suitability and appropriateness given the environment of operation. 3.5 SELF ASSESSMENT EXERCISE 1. 2. 3.6 What are the ways by which the organization can improve upward communication? What are the ways by which the organization can improve downward communication? REFERENCES O. A. Hambagda (1996) Communication for Management, 2nd edition, Malthouse Press Limited – Lagos. Beach, D.S. (1965): People and Performance, London, Heinemann. Koontz, O’Donnell, and Weirich (1980): Management. 4th edition McGraw-Hill Books Mcfarland;D.M. (1974) Blackwell, New York. Communication In Business; P. Little (1977) Business Communication, Longman London CDL, University of Maiduguri, Maiduguri - Nigeria 19 BUS 208: units BUSINESS COMMUNICATION 3 Saundra; H, Richard; L and Weaver II (2001) Communicating Effectively; 6th Edition, McGraw-Hill Companies, New York. 3.7 SUGGESTED READINGS O. A. Hambagda (2000) Communication For Management CDL, University of Maiduguri, Maiduguri - Nigeria 20 BUS 208: units BUSINESS COMMUNICATION 3 TOPIC 4: TABLE OF CONTENTS PAGES 4.0 TOPIC: METHOD OF TRANSMITTING INFORMATION - 4.1 INTRODUCTION 4.2 OBJECTIVES 4.3 IN-TEXT - - - - 18 - - - - - - 19 - - - - - - - 19 - - - - - - - 19 4.3.1 METHOD OF TRANSMITTING INFORMATION 19 - 4.4 SUMMARY - - - - - 20 4.5 SELF- ASSESSMENT EXERCISES - - - - 20 4.6 REFERENCE 4.7 SUGGESTED READINGS - - - - - - - - - 20 - - - - - 21 CDL, University of Maiduguri, Maiduguri - Nigeria 21 BUS 208: units BUSINESS COMMUNICATION 4.0 TOPIC: METHOD OF TRANSMITTING INFORMATION 4.1 INTRODUCTION: 3 This topic prepares the minds of the student in the understanding of series of methods/ways by which ideas and thoughts are transmitted from the sender to the receiver via specific tools/instruments. The knowledge of the communication process and or that of the structure and patterns of communication are very important in understanding the methods involved in transmitting information. 4.2 OBJECTIVES: At the end of this topic, you should be able to: i. Understand that, ideas and thoughts are now a product ready for use by organizations in decision making. ii. Discuss the means by which the information as a product are transmitted. 4.3 IN-TEXT: 4.3.1 METHOD OF TRANSMITTING INFORMATION The message or information is now a product/service. Individuals, groups and organization have series of methods available for transmitting information as they carry out their responsibilities within and outside the organization. They may use one, two, or a combination of the following: 4.3.1.1 THE VERBAL METHOD – SPOKEN WORD When information is encoded, they become the actual message. The actual message is just like a final product or service ready for customers to buy. If they are spoken, it is expected that they can be heard and understood by any one outside the mind of the sender. Thus, do not start talking until you thought over what you want to say verbally. Based on this, the sender of the message must have confidence in what he wants to transmit verbally because; he must transmit it well so that the receiver of the message will understand the sender. It is CDL, University of Maiduguri, Maiduguri - Nigeria 22 BUS 208: units BUSINESS COMMUNICATION 3 only in this way that the audience will be willing and ready to listen to the sender of the message. To add more value to the understanding of the message, we attach importance to the correct use of grammar and syntax. This is usually determined by the manipulation of the voice as an instrument for transmitting verbal or spoken message/information. The voice is thus used as an instrument for passing interpersonal or exchange of information between a person and group of persons. 4.3.1.2 THE WRITTEN WORD While the voice is the instrument used for transmitting information in the verbal method; papers and ink are the instrument used for passing information that are written. This stage is very important because individuals as well as organizations pass information using letters, memos, reports, queries, circulars etc in hand written and other form of printing. Here, adequate planed is needed – an outline before the actual writing take place. It is important to note here that this form of transmitting information can fall into the wrong hands. Thus, information managers are expected to make adequate protection of all incoming and outgoing written messages of the organization. 4.3.1.3 THE NONE-VERBAL METHOD This involves the choice and use of signs and symbols to transmit and information to persons or group of persons within and outside the organization. It involves the use of body movement that must be understood by the receiver. This method is effective where laws, rules and regulations prohibit certain mode of communication. 4.4 SUMMARY 4.5 SELF ASSESSMENT EXERCISE 1. Indicating the key instrument to be used, identify and discuss the ways by which well-developed information as a product can be delivered to the receiver. CDL, University of Maiduguri, Maiduguri - Nigeria 23 BUS 208: units 4.6 BUSINESS COMMUNICATION 3 REFERENCES O. A. Hambagda (1996) Communication for Management, 2nd edition, Malthouse Press Limited – Lagos. Beach, D.S. (1965): People and Performance, London, Heinemann. Koontz, O’Donnell, and Weirich (1980): Management. 4th edition McGraw-Hill Books Mcfarland; D.M. (1974) Blackwell, New York. Communication In Business; P. Little (1977) Business Communication, Longman London Saundra; H, Richard; L and Weaver II (2001) Communicating Effectively; 6th Edition, McGraw-Hill Companies, New York. 4.7 SUGGESTED READINGS O. A. Hambagda (1996) Communication for Management, 2nd edition, Malthouse Press Limited – Lagos. CDL, University of Maiduguri, Maiduguri - Nigeria 24 BUS 208: units BUSINESS COMMUNICATION 3 TOPIC 5: TABLE OF CONTENTS PAGES 5.0 TOPIC: BREAKDOWNS IN COMMUNICATION 22 5.1 INTRODUCTION 5.2 OBJECTIVES 5.3 IN-TEXT - - - - - - - 23 - - - - - - - 23 - - - - - - - 23 - - 23 - - 23 - - - 24 26 5.3.1 BREAKDOWN IN COMMUNICATION 5.3.2 INDIVIDUAL BREAKDOWN IN COMMUNICATION - - - 5.3.3 ORGANIZATIONAL BREAKDOWN TO COMMUNICATION - - 5.3.4 STRATEGIES FOR EFFECTIVE COMMUNICATION - - - - - - 5.4 SUMMARY - - - - 27 5.5 SELF- ASSESSMENT EXERCISES - - - - 27 5.6 REFERENCE 5.7 SUGGESTED READINGS - - - - - - - - - 27 - - - - - 28 CDL, University of Maiduguri, Maiduguri - Nigeria 25 BUS 208: units BUSINESS COMMUNICATION 5.0 TOPIC: BREAKDOWNS IN COMMUNICATION 5.1 INTRODUCTION: 3 Effective communication involves the ability to send and receive information through series of methods (written, verbal, & non-verbal). When the manipulations of the methods are complex, possibility exists for disturbances, breakdowns and blockages of the flow of information. This topic identifies possible breakdowns in effective communication in any organization. The idea is to find a solution to them. 5.2 OBJECTIVES: At the end of this topic, you should be able to: i. Get exposed to the knowledge of the individual and organizational factors that block the flow of ideas and thoughts from the sender to the receiver while at the work place. ii. Discuss strategies for effective communication among employees in the organization. 5.3 IN-TEXT: 5.3.1 BREAKDOWNS IN COMMUNICATION Breakdown in communication causes misunderstanding between the sender of the information and the receiver. The breakdown in communication would be discussed under the following sub-topics: 5.3.2 INDIVIDUAL BREAKDOWN IN COMMUNICATION At anytime information and or message are sent or received the meaning of the message usually depend on the individual’s personal perception, judgment, emotions, experience and social value of the persons participating in the communication act. The individual breakdowns are further subdivided into: CDL, University of Maiduguri, Maiduguri - Nigeria 26 BUS 208: units BUSINESS COMMUNICATION 3 5.3.2.1 THE SENDER The senders do not just send information without prior thinking, planning and deciding on the purpose of what is to be communicated. This means, no matter how well conceived the message is in the mind of the sender, information will be confused if the encoding is punctuated poorly with chosen words, omissions and awkward sentence structure. 5.3.2.2 INDIVIDUAL PERCEPTION Different people perceive the meaning of messages transmitted differently from its actual meaning. This may result from lack of attention hence good interpretation of the message. As messages flow, it is often been simplified, distorted, and or modified to suit the interest of the manager. 5.3.2.3 SEMANTIC DIFFERENCES Semantics refer to different meanings attached to different messages as they are being transmitted verbally, in writing or through signs and symbols. Thus, since words spoken or written are the main vehicles of communication, it is necessary that they should have the same meaning for the receiver as they have for the sender. 5.3.2.4 STATUS DIFFERENCE Organizations in their existence create status differences through titles, offices/positions, etc among the personnel of the organization. In the same way, individuals attribute meanings to status difference e.g. messages coming from subordinates to superiors may be modified even if the message is based on facts. In the same way, messages originating from the superior to the subordinates may be perceived as correct well informed regardless of the facts. 5.3.3 ORGANIZATIONAL BREAKDOWN TO COMMUNICATION Organization breakdown to effective communication arose from the noise, from account of information overload, information distortion, pressure of time and general breakdown CDL, University of Maiduguri, Maiduguri - Nigeria 27 BUS 208: units BUSINESS COMMUNICATION 3 in communication process. Attempt will be made to explain following: a) Noise: When many words are used in communicating an idea or thoughts the message get lost at the transmission stage (spoken, non-verbal or written). For example, many people may be talking and want to be heard at the same time, message get lost at the transmission stage. b) Information Overload: Often, a single information is likely to contain many messages. This means multiple messages are transmitted at the same from sender to the receiver. When this occurs, messages are either processed very slowly or no action is taken at all. c) Time Pressure: At all times, people say time is money. When managers are busy, time becomes scarce. A manager under time pressure cannot plan and develop the message very well before transmitting, it is to the receiver and thus the receiver may have little or no time for feedback. d) Communication Network: The communication network in any organization could be downward, upward and horizontal. Breakdown occurs along these networks in the following ways: CDL, University of Maiduguri, Maiduguri - Nigeria 28 BUS 208: units i. ii. iii. BUSINESS COMMUNICATION 3 Downward – Managers to reflect on the experience and languages skills of the subordinate to their message. Thus educational background is important here – different meanings to pleas and thoughts. Upward – Employees lack the ability to express themselves due to lack of training in communication skills. Horizontal – The volume of information before the employees leads to loses, misplacement, telephone calls not responds to, etc and thus no message is passed across at all. e) Information Distortion: There are many reasons why many organizations distort information. It could be international or otherwise. It is intentional when organizations or departments compete for resources allocation so as to gain advantage. It is otherwise due to difference in time pressure or information overload. In the same way only information that interest the superior are past due to reason known to the sender or receiver of the message. 5.3.4 STRATEGIES FOR EFFECTIVE COMMUNICATION Organizations vary in their structure, mission and needs of their employees. In the same way, communication strategies will also differ from one organization to the other. This is because what works for one will not work for the other. Based on this, we shall attempt to discuss the strategies for improving communication in a given organization. There can be no specific generally accepted strategies for improving effective communication but the following can be useful strategies. A) LEADING BY EXAMPLE Management of an organization is placed under a compulsory condition to communicate through existing chain of command – based on the organizational structure. Here pertinent information for the progress of the organization should be shared structurally – upwards, downward and CDL, University of Maiduguri, Maiduguri - Nigeria 29 BUS 208: units BUSINESS COMMUNICATION 3 horizontal -hierarchically. This is important to clear off rumors, grapevines and poor feedback information that may affect the progress of the organization. B) IMPROVING INFORMATION DISTORTION As there are various departments in an organization, they differ in their departmental ethics. Where this exists, there will be information distortion. To avoid it therefore, employees are expected to spend at least reasonable time in each department before finally placing them on their respective jobs. C) COMMUNICATION SKILLS TRAINING. Training allows participation; which in turn lead to increased productivity. Bradly (1977) believes that; communication will improve if leaders give room to suggestions, allow employees to ask questions, stimulate participation and demonstrate a desire for groups to reach their own conclusion on a given issue. D) IN-PLANT COMMUNICATION PROGRAMME In modern organization, specific time is set-aside to give/brief employees on information and the reasons behind the information of the progress of the organization. It may be about employee’s new job, work area, the entire plant. etc. Through this, groups interact physically to discuss matters arising on their job. E) OTHERS This may include improvement on both individual as well as organizational breakdowns in communication. e.g. improving on the sender differences, status difference, noise, information overload, time pressure, breakdown in communication network and information distortion. Improving on these items will surely go a long way to improve effective communication in a given organization. 5.4 SUMMARY: Breakdown in communication is divided into two; individual and organizational breakdown in communication. CDL, University of Maiduguri, Maiduguri - Nigeria 30 BUS 208: units BUSINESS COMMUNICATION 3 They cause misunderstanding between the sender and receiver of the information. The understanding of this will pave way for strategies for effective communication among employees in the organization. Conclusively, what we have treated so far is referred to as the principles of effective communication. We may therefore need to apply them on some of the daily communication activities. 5.5 SELF ASSESSMENT EXERCISE: 2. 5.6 How does organizational breakdown in communication differ from individual breakdown in communication? REFERENCES: O. A. Hambagda (1996) Communication for Management, 2nd edition, Malthouse Press Limited – Lagos. Beach, D.S. (1965): People and Performance, London, Heinemann. Koontz, O’Donnell, and Weirich (1980): Management. 4th edition McGraw-Hill Books Mcfarland;D.M. (1974) Blackwell, New York. Communication In Business; P. Little (1977) Business Communication, Longman London Saundra; H, Richard; L and Weaver II (2001) Communicating Effectively; 6th Edition, McGraw-Hill Companies, New York. 5.7 SUGGESTED READINGS O. A. Hambagda (1996) Communication for Management, 2nd edition, Malthouse Press Limited – Lagos. CDL, University of Maiduguri, Maiduguri - Nigeria 31 BUS 208: units BUSINESS COMMUNICATION CDL, University of Maiduguri, Maiduguri - Nigeria 3 32 BUS 208: units BUSINESS COMMUNICATION 3 TOPIC 6: TABLE OF CONTENTS PAGES 6.0 TOPIC: PRACTICAL ASPECTS OF COMMUNICATION 6.1 INTRODUCTION 6.2 OBJECTIVES 6.3 IN-TEXT - - - - - 29 - - - - - - 30 - - - - - - - 30 - - - - - - - 30 6.3.1 PRACTICAL ASPECTS OF COMMUNICATION 30 6.3.2 GENERAL QUALITIES OF WRITTEN COMMUNICATION - - 30 6.3.3 COMMUNICATING THROUGH LETTERS - 32 6.3.4 MEMORANDUM (MEMO) - - - - 35 6.3.5 REPORT - 6.3.6 MEETINGS - - - - - - - - - - 38 - - - - - - 41 - - 6.4 SUMMARY - - - - 43 6.5 SELF- ASSESSMENT EXERCISES - - - - 43 6.6 REFERENCE 6.7 SUGGESTED READINGS - - - - - - - 43 - - - - - 44 CDL, University of Maiduguri, Maiduguri - Nigeria 33 BUS 208: units BUSINESS COMMUNICATION 6.0 TOPIC: PRACTICAL ASPECTS OF COMMUNICATION 6.1 INTRODUCTION: 3 Writing is a requirement for all formalized education and most business careers. The reality of the work place demands that you know how to write easily and effectively. This topic prepares you on the skills of business writing by applying the principles of effective communication that you learnt in the earlier part of the course. Although much of the communication at the workplace is oral, managers and supervisors are certainly required to produce numerous written documents in the form of memoranda, letters, reports, and minutes of meetings; etc for the effective and efficient performance and management of all tasks. 6.2 OBJECTIVES: At the end of this topic, you should be able to: i. Acquire knowledge on the art and process of communicating formally and informally through numerous written documents in the form of memoranda, letters, reports, and minutes of meetings; etc for the effective and efficient performance and management of all tasks in the organization. 6.3 IN-TEXT: 6.3.1 PRACTICAL ASPECTS OF COMMUNICATION Although much of the communication at the workplace is oral, managers and supervisors are certainly required to produce numerous written documents in the form of memoranda, letters, reports, and minutes of meetings; etc for the effective and efficient performance and management of all tasks. 6.3.2 GENERAL QUALITIES OF A WRITTEN COMMUNICATION By applying the principles of effective writing (completeness, conciseness, clarity, concreteness, correctness and courtesy) in CDL, University of Maiduguri, Maiduguri - Nigeria 34 BUS 208: units BUSINESS COMMUNICATION 3 the course of writing a letter, memo and reports, there are general qualities for effective writing. They are: Establish your purpose: What is the reason for writing the letter, memo, report etc? Each must have a reason for which they are written. That is why letters have titles. Consider your tone: Do you want to sound pleasant, angry, humble or informal? Choose words and thoughts that clearly communicate the tone you want. This should be in advance. Plan and outline your thoughts: This is very necessary for effective writing. Either jot down your main points or develop a good outline and then stick to the outline. However, if ideas or thoughts come to you during the writing, re-write the outline. Construct good paragraphs: Having a good outline demands developing the plans into concise paragraphs. Each paragraph must have detail and clear statement of the purpose for which the message is intended. Support all ideas with evidence and examples: Where there are thesis statements, it should be followed up with facts, opinion, statistics etc as evidence or examples. Important here is that, the evidence or opinion should be accurate and thorough. Consider the style of writing: This is usually a matter of choice of words that create professional image. Thus, avoid the use of jargon and unnecessary words that distort the purpose for which you are writing. Create a strong ending: All statements expressing an idea or thoughts should have firm sounding statements. Thus, re-iterate the idea and thoughts in the message. Here, important points in the message are highlighted again. Read your work (Composition) edit and redraft: This stage makes the composition more objectives because it gives your work a kind of balance, clarity, CDL, University of Maiduguri, Maiduguri - Nigeria 35 BUS 208: units BUSINESS COMMUNICATION 3 completeness, conciseness and other qualities of good writing. Proofread your final work: This helps in eliminating things like misspelling, gives your work good punctuation, free from errors of syntax and other grammatical errors. 6.3.3 COMMUNICATING THROUGH LETTERS: The relationships between the organization and its environment are usually determined through letters. It is often been said that the organizations letters are its ambassadors. A minimum communication standard for the business letters should be that it is expressed in clear and exact English and contains no error of syntax, spelling or punctuations. a) Features of Effective Letters: Letters are good representatives, mirror, contact point and a silent public relation officer of the organization. When letters are sent to their destination, we cannot determine the receiver or the conditions under which it will be received. In the same way, the sender cannot rise to a point for further explanation and at the same time cannot affect the decision that will be taken based on the letter. Because of these reasons, senders or writers of letter take a great pain to ensure that messages going into the environment of the organization must look right, sound right, and the reactions must be introduced so that it can produce the right interpretation and hence the right reaction: Looking right means the letters must be looking right in their appearance, material used, professional or company headed papers, qualitative typing, good format and good layout. On the other hand, letters must sound right in their tone. This gives it a positive relationship between the sender and the receiver. The tone should be tactful, good CDL, University of Maiduguri, Maiduguri - Nigeria 36 BUS 208: units BUSINESS COMMUNICATION 3 courtesy with the understanding of the background of the receiver. However, all letters should sound business like, competent and efficient. It must be very brief, direct, clear, concise, simple, tactful and sincere. b) Classification of letters: Ordinarily, letters may be classified as being private person to organization, organization-to-organization and private-to-private. For the purpose of this course, we shall classify letters according to the following: c) Tell Letters: These are informative letters. They are written with the purpose of making the receiver understand what is being communicated. For example, change in policies, planned sales etc, that may be of interest to the customers, shareholders and suppliers. Tell letters are further subdivided into the following categories: Request letters: These are letters that determines two things. The interest and non-interest of the receiver in the letter. Where interest exist, do not persuade and the other way round. Where requests are many, provide a list of items with reasons. Reply Letters: All reply letters should be prompt within reasonable number of days. Reply letters start with the best news in the first paragraph; then followed by detailed explanations with a positive conclusion. Purchase Letters: These are letters that are written as an order to purchase goods and services without necessarily trying to excite the interest of the receiver. The sender should state his needs clearly and directly showing the description in terms of sizes, weight, shapes, color and amount to be paid. The absence of a good description may lead to a delay in the reply to the message. CDL, University of Maiduguri, Maiduguri - Nigeria 37 BUS 208: units BUSINESS COMMUNICATION 3 Acknowledgement letters. This letter responds to request or purchase letters. They confirm to the request showing clearly the correct price, quality, packaging, mode of payment and a brief sales message for further needs of the customers. CDL, University of Maiduguri, Maiduguri - Nigeria 38 BUS 208: units BUSINESS COMMUNICATION 3 d) Sell Letters: These are letters written to persuade the receiver by all means to accept the message. Sell letters requires the manager’s ability to attract the attention, interest, desire and anticipated action of the receiver. The letter requires adequate planning, logical presentation and hence a good understanding of the motivational needs of the receiver to accept the message. According to Hambagda (2002), the basis of sell letters consists of four parts commonly known as ‘AIDA’ model. For any presentation of an idea or thoughts, the manager must (A) attract attention (I) Gain Interest, create Desire (D) and (A) precipitate Action (A). Sell letters are sub-divided into the following: Claim Letters: These are letters that are written by the sender to get a satisfactory settlement for something done wrongly. It is written to solve a problem of a letter that has not been responded to. Where this occurs, the AIDA option is utilized. The letter must establish a positive relationship, description of the problem and demands an explanation of why the receiver must act. Collection letters: These are letters written as a reminder to a customer that payment for what was collected is due, overdue and as a last resort, the sender may threaten to take legal action against the receiver. The amount involved should be stated clearly, the date due, penalties for non-or late payment and or the balance required to be paid. Sales letters: The purpose of this letter is to make a direct sale, stimulate future sales or to win back lost customers. It has three basic features viz, salesmanship (know your product) know your customers and know your purpose. Thus, stress the most likely appeal to elicit the desired response from CDL, University of Maiduguri, Maiduguri - Nigeria 39 BUS 208: units BUSINESS COMMUNICATION 3 the receiver. End the letter with a reminder of the benefits and strong appeal for urgent action. e) Resolve Letters: These are tactful letters. At times, business news can hurt others and otherwise. To achieve a balance between the two situations, the sender of the message must start by thinking about the central idea to be conveyed and the impact the idea will have on the receiver. For example stating simply that the bad news was the decision of the management and that under the circumstances the decision is fair and reasonable. Conclusively, letters can either be classified as informative, persuasive and tactful or as tell, sell and resolve letters. All letters are written to create a positive relationship between the individual and or the organization and its environment. However, the classification depends on the purpose for which they were written. They should look simple, complete, accurate, clear and logical in their mode of presentation so that it can convey the right information to the right place and to the right person within and outside the organization. 6.3.4 MEMORANDUM (MEMO) Though organizations communicate with forces within and outside their environment of operation, there are cases where information is only meant for internal usage by the organization. The memo is the most widely used form of writing in any business to share information, make request, influence decision, document actions, etc within the organization. Unlike letters, memos are written for users within an organization. This topic attempts to discuss the following sub-topics: a) What is Memorandum? The Encarta encyclopedia (2003) defines memorandum as a written note or message giving information or issuing instructions. The term is often shortened to “memo”. A memorandum is usually short CDL, University of Maiduguri, Maiduguri - Nigeria 40 BUS 208: units BUSINESS COMMUNICATION 3 and contains details like who is sending/receiving the memo and to whom it should be distributed. b) Format for Writing Memo: Memos are distinctive form of business writing because their formats are unique. They vary with organizations. When writing memos, one is advised to use the following formats: Use standard memo headings: The standard memo headings involve elements like the receiver, sender, date and subject line. Vary the format when necessary: This usually occurs when you have memos to fill a particular need. For example, the format of the memo should be based on the caliber of people who read and it can also be based on the nature of response (quick or otherwise) expected. Usually, a separate sheet of paper is attached for quick response of the receiver. This avoids delay by the receiver in replying the memo. Itemization: This arises when there is need to make clear the existence of several items that demands the receiver’s attention separately. This is usually done by listing the materials by use of numbers or asterisks. Use of action steps to get response: When the need/response for the memo is urgent, action steps are used to get response. To fulfill the desire for a quick response, the sender should avoid the use of command or demand words/phrases. Action steps make memo more effective because they clarify your purpose and provide specific instructions to the receivers or readers. c) Techniques for Writing Effective Memo: Having chosen the correct and appropriate format for writing a memo, there are several techniques for improving the clarity and effectiveness of a memo. The following could be considered. The memo must be necessary: CDL, University of Maiduguri, Maiduguri - Nigeria 41 BUS 208: units BUSINESS COMMUNICATION 3 The series of memo received by the departments within an organization may not necessarily require to be replied and not all cases require a memo to be written. For this reason, consider whether you need to write a memo, who should read the memo, or the organization needs a copy, etc. Each of these require a separate attention or reasons for writing the memo. However, effort should be made to reflect the organizational culture and style of writing. The culture entails the speed by which the organization responds to memos while the style relates to stating the problem and proffering a solution to the problem either at the early stage or at a later stage. The memo must grasp receiver’s attention. Because many memos are received, they are by nature very confusing. In the same way, memos that require a reply are many and demands attention of who ever receives it. To solve this problem, one answers the following questions: Is it easy to read the memo at a glance, do the paragraphs make sense, is the memo long and are the main points highlighted? Etc. This helps the sender to grap the receiver’s attention clearly and easily. Organize the body for easy reading: The use of under-lining is very important here. Also breaking the memo into sections may be another alternative that will make the receiver understand the memo. Use informal professional language: Most of the time, memos do not need any formalities like letters. Because users of the memo are employees of the organization, who share same knowledge, language and values, begin with statement of purpose and go straight to the business of the day. Keep your tone positive: Most of the time, memos are written in haste and thus may look dry and demanding. This is because technical expression used by a professional or CDL, University of Maiduguri, Maiduguri - Nigeria 42 BUS 208: units d) BUSINESS COMMUNICATION 3 departments may not be fully understood by other employees. When faced with this situation, begin and end your memos on positive tone. If there is technical expression, it should follow with adequate explanation. Avoid demanding or commanding tones. Types of Memos: Generally, memos are written to inform, influence and to document actions and ideas for work related information. Consider the following types of memos:- Informative memos: This is usually used to announce information, disseminate ideas and make requests. Memos are important because they help in communicating work related information like giving instructions, announcing meetings etc within the organization. Persuasive memos: These are memos that are written to appeal to the values of your reason are viral and evidence should support your arguments, especially when you press on the improvement on something ask for cooperation or support, motivate people to attend a meeting etc within the organization. Documentary memos: These are memos used for documenting actions and ideas in business situations. This can result from a telephone conversation or ordinary discussion between the superior and subordinate. They are document that indicates excellent performance, good ideas, good problem solving skills and to advance your career by putting your innovative ideas, perceptions of proposed solutions and recommendations. By this, you are likely to earn more credit for what you are doing. Conclusively, it is assumed that after the above discussion, you will be able to plan and compose memos that will work effectively and efficiently for your organizations. CDL, University of Maiduguri, Maiduguri - Nigeria 43 BUS 208: units BUSINESS COMMUNICATION 3 6.3.5 REPORT In business usage generally, a report is a document which provides an account of something witnessed or examined or of work carried out of an investigation together with conclusion arrived at as a result of the investigation. A report is also described as an account prepared for the benefit of others, especially one that provides information obtained through investigation. The organizational patterns of a report consist of the following: 1. 2. 3. The title: The title provides information to the reader on what the report is all about e.g. Report of Alhaji Madu Investigation Committee on corruption and indiscipline in the Borno State Local Government service set up by His Excellency Borno State Governor, 20th May, 1999. Introduction The circumstances that necessitated the setting up of the committee, its members and terms of reference are all provided briefly in the introduction e.g. Following several allegations of corruption and gross indiscipline of government officials, His Excellency called a meeting of the State Executive Council on the 2nd May 1999 to discuss the issue. Consequent upon their resolution, he set up a committee headed by Alhaji Modu to investigate the matter, make appropriate recommendations and submit a report within three months. Membership This provides the list of names of the members of the committee and their portfolio. There should be a chairman and a secretary to the committee. CDL, University of Maiduguri, Maiduguri - Nigeria 44 BUS 208: units 4. 5. 6. 7. 8. BUSINESS COMMUNICATION 3 Terms of reference This provides information on the duties/assignment given toi the committee. The committee is not expected to go beyond its limits as contained in the terms of reference. Actions taken/procedure Conduct of investigations, information on places visited, people invited to appear before the committee and their statements, memoranda received and their deliberations are very important. Information are gathered on these parameters. Findings This important section provides information on the facts that came to light during the investigation. Recommendations Also this section gives the committee’s advice/opinion and recommendations on how to forestall future recurrence of the matter investigated a well as proffering disciplinary measures to be taken against the culprits (if any). Conclusion/signatures The report has to be signed by members of the committee to make it valid. The Chairman’s name comes first followed by other members while the secrteary’s name comes last. 6.3.5.1 QUALITIES OF A GOOD REPORT 1. Factual information: Just as the name ‘factual’ implies, avoid assumptions, surmise and irrelevancies. 2. Comprehensive information: It contains more details than a summary. 3. Objective information: Be open-minded and objective, do not force your opinion on the readers. Avoid bias and prejudice. Every business organisation uses reports to transmit information, analyse situations, and find solutions to problems, CDL, University of Maiduguri, Maiduguri - Nigeria 45 BUS 208: units BUSINESS COMMUNICATION 3 while there are many unique names for reports, they can logically be thought of in four basic categories. These are: 1. Report according to function 2. Report according to content 3. Report according to time 4. Report according to format In addition to the four broad categories enumerated above, there are also other types of reports, namely: analytical report, recommendation report (which comprise of problem solving report, progress report and periodic report), and informative report. In writing any of the categories of the reports above, it is pertinent to take into cognizance the following key points: i. Purpose of the report ii. Reader(s) of such a report iii. The situation/problem the report addresses iv. The format, tone and style of report. 6.3.6 MEETINGS Official meetings are always announced so that everyone could plan to attend. Babajide (2001) asserted that it is important to recognize that when meetings are held, even emergency ones, there is a notice of meting which should be circulated to members, or those who are qualified to attend the meeting, prior to the meeting. A notice of meeting is important because it contains information in respect of when, why and where of the meeting. It helps members to now the specific time and date of the meeting, the place where the meeting will be held and the reasons for holding the meeting which are usually contained in the agenda (the list of items to be discussed). The pieces of information given through the notice are very vital and enable every member to prepare him/herself for the meeting. MINUTES This refers to an official record of the proceedings of a meeting, conference, convention and so on Babajide (2001). It is a summary of what is said and decided at a meeting. Minutes are not written any how, they have a specific structural pattern which has to be followed. CDL, University of Maiduguri, Maiduguri - Nigeria 46 BUS 208: units BUSINESS COMMUNICATION 3 The secretary is the officer whose duty it is to take minutes in a meeting. Buit, it is also important to know that if the meeting is poorly attended, that is, a quorum cannot be formed, then, no meeting can hold. Therefore, no minutes can be taken. It becomes necessary, therefore, for the meeting to begin by taking the roll. This comes under the heading attendance, Babajide (2001). ATTENDANCE There are two ways of taking attendance. The first is by using the heading, attendance, in which case only the names of members that are present at a meeting are recorded. The second is by using the heading, membership in which case a list of all the members is given and those who are absent or on leave have it indicated against their names. Next, if the members present can hold a meeting, is the reading of the previous meeting held and its adoption. When this is done, then the business of the meting moves on to the next item on the agenda. MINUTES OF THE LAST MEETING Before the business of any meeting is discussed, the minutes of the previous meeting are read so that necessary addition, omissions, corrections and deletions could be pointed out by members who were present at the previous meeting for amendment. When the necessary amendments have been made (if any), a member then moves for the adoption of the minutes as a true and correct record of the proceedings of the previous meeting. The motion is seconded by another member and the minutes are adopted by the house then signed by the chairman. MATTERS ARISING FROM THE MINUTES OF THE LAST MEETING If certain assignments were given to any member or a group of person sat the previous meeting, such a person or group of persons is asked to give the meting a feedback. If any mater was left pending in the previous meeting, such a matter is brought up for discussion again, Babajide (2001). CDL, University of Maiduguri, Maiduguri - Nigeria 47 BUS 208: units BUSINESS COMMUNICATION 3 BUSINESS OF THE DAY After the matter arising from the previous meeting would have been discussed, the items for which the meeting is called are the given attention one after the other as order on the agenda. For logistics reasons at times, the agenda is structured. As many issues as necessary may be itemized for discussion at a meting. ANY OTHER BUSINESS This is the last segment in the organizational structure of minutes of a meeting. If it is necessary and important to discuss a matter not earlier slated for discussion on the agenda, such a matter is classified and discussed under the headings, AOB (Babajide, 2000). QUALITIES OF GOOD MINUTES 1. The date, the time and the revenue of the meting should be stated in the heading of the minutes. 2. The names of members that attended should be clearly written. 3. The exact wording of any resolutions passed, together with the names of the proposer and seconder should be recorded. 4. The time that the meting terminates and the date of a subsequent meeting should be appropriately recorded. 5. The language used must be clear, brief and accurate. 6. When and where necessary names of members who make certain proposal or motions are not mentioned. Resolution statements are used, (Babajide, 2001). 6.4 SUMMARY : CDL, University of Maiduguri, Maiduguri - Nigeria 48 BUS 208: units BUSINESS COMMUNICATION 3 Conclusively, letters can either be classified as informative, persuasive and factual or as tell, sell and resolve letters. All letters are written to create a positive relationship between the individual and or the organization and its environment. However, the classification depends on the purpose for which they were written. They should look simple, complete, accurate, clear and logical in their mode of presentation so that it can convey the right information to the right place and to the right person within and outside the organisation. Memos are widely used form or writing in organisations. The purpose, format, techniques of wring memos vary. Types of memo are designed to address specific situations. Reports are documents prepared as a result of investigations whereas minutes are proceedings of a meeting, conference or conventions. 6.5 SELF-ASSESSMENT EXERCISES 1. Enumerate and discuss the general qualities of effective writing. 2. Write short notes on the classification of business letters 6.6 REFERENCES Alo, M.A. (1998). Style In Language And Communication. Aeddy Link: Port Harcourt. Glueck, W.F. (1980). Management, the Dryden Press, Hinsdale, Illinois. McFarland, D.ER. (1974). Management Principles And Practices. 4td ed. Macmillan Publishing Co., Inc. New York. 6.7 SUGGESTED READING Williams, J.C. (1978). Human Behaviour in Organizations. South-western Publishing Co. Cincinnati, Ohio. CDL, University of Maiduguri, Maiduguri - Nigeria 49 BUS 208: units BUSINESS COMMUNICATION 3 Yemi Babajide (2001). Minutes And Official Report Writing (unpublished). Being a paper presented at a workshop on “Functional communication and new trends in speech/report writing, University of Ibadan. CDL, University of Maiduguri, Maiduguri - Nigeria 50 BUS 208: units BUSINESS COMMUNICATION 3 SOLUTION TO EXERCISES TOPIC 1: 1. 2. Communication can be defined based on the background of the user of the concept. Hambagda (2000) defined communication (see f) The value of effective communication can be internal as well as external Internal - Goals and objectives setting - Decision making for effective implementation - Control purpose – to measure performance - Recruitement and staff development External - Financial institutions - Consumers - Competitors - Government - The public NB: Students should be able to expand on the internal and external values of communication above. TOPIC 2: 1. Candidates should be able to write on the sender, channel and the receiver as the three basic elements on the communication process. 2. Candidate should be able to identify and explain the steps in the communication process TOPIC 3: 1. Candidates should be able to write on the special facilitating mechanisms which include: Open-door policy, use of committees, suggestion box, special appeal channel, special intelligence channel among others to facilitate effective upward communication. CDL, University of Maiduguri, Maiduguri - Nigeria 51 BUS 208: units BUSINESS COMMUNICATION 3 2. Downward communication should be carried out alongside with upward communication so that employees should understand why they carryout tasks/assignment as directed. TOPIC 4: 1. Candidates attempting this question should be able to identify and discuss methods of transmitting information involves the spoken word (verbal), written word (documents, and non-verbal method (signs and symbols). 2. The question is divided into two: i. The difference between structure and patterns of communication and methods of transmitting information structure and patterns refers to direction of flow of information which can be upward, downward or horizontal while method of transmitting information refer to the instruments to be used for delivering information which involve spoken word, written and non-verbal methods. ii. Encoding refers to situation where intend messages/information are translated into series of signs and symbols that would be understood by the receiver. Here, the mutuality in meanings attained to the message between the sender and the receiver is very important. Decoding connotes the interpretation and transmission of a message into their actual meaning. TOPIC 5: 1. The difference between individual and organizational breakdown in communication are as follows: The individual breakdown in communication emanates from and controlled by the sender of information while organizational organizational breakdown emanates from the environment which is difficult to control by the sender and the receiver. CDL, University of Maiduguri, Maiduguri - Nigeria 52 BUS 208: units BUSINESS COMMUNICATION 3 TOPIC 6: 1. Students should be able to identify and discuss in brief the general qualities of effective writing. 2. Students should be able to write on the three basic categories of letters (tell, sell, resolve letters) with their distinctive variations. CDL, University of Maiduguri, Maiduguri - Nigeria 53 BUS 208: units BUSINESS COMMUNICATION 3 TUTOR-MARKED ASSIGNMENT INSTRUCTIONS: 1. What is a memo? What are the classifications of memos? 2. How does a report differ from minutes of meeting? 3. In most cases, organizations vary in their structure, mission and needs of their employees. In the same way, communication strategies will also differ from one organization to the other. Discuss. 4. Identify one basic difference between the structure and pattern of communication and Method of transmitting information in the organization. In the same way, what is the basic difference between the encoding and decoding stages of the communication process in business communication? CDL, University of Maiduguri, Maiduguri - Nigeria 54