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Human Resources

Human Resources

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Human Resources

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  1. Human Resources

  2. Learning Objectives • To understand what are meant by effective communication and feedback • Analyse the advantages and disadvantages of different communication media • Evaluate their application in different situations • Understand the barriers to communication and how to overcome them • Analyse the importance of informal communication • Assess the importance of ICT in communication

  3. Communication • Definition: • Process by which a message or information is exchanged from a sender to a receiver • Two-way communication • When feedback on message is given back from receiver to sender • Communication can be… • Internal: between people in the same business • External: with people outside the business

  4. Name The Methods of Business Communication Can you think of any others?

  5. Internal Communication • When communications occur between employees of a business • Internal communication links together all the different activities involved in a business • Ensures all employees are working towards the same goal and know exactly what they should be doing and by when • Effective internal communication is therefore fundamental to the success of a business • Example: • A production manager (sender) sends a message to a sales manager (receiver) asking for sales forecasts for the next 6 months so they can plan production levels. The sales manager replies (feedback) to the production manager with the appropriate figures.

  6. External Communication • Where a business communicates with people & organisations outside of the business • Closely linked with the idea of “stakeholders” – i.e. those who have an interest in the activities and results of the business • Examples of external communication • Press releases • Marketing materials (e.g. adverts, brochures, direct mailings) • Published financial information (e.g. accounts) • Letters, emails and telephone conversations with customers and suppliers • Reports to government and other agencies (e.g. tax returns)

  7. Effective Communication • The exchange of information between people or groups, with feedback • Communication is only effective if the message has been received and understood • If the message has been sent but there has been no form of feedback then communication effectiveness cannot be judged

  8. Importance of effective communication • Motivates employees – helps them feel part of business • Easier to control and coordinate business activity – prevents different parts of business going in opposite directions • Makes successful decision making easier – decisions are based on more complete and accurate information • Better communication with customers will increase sales • Improve relationships with suppliers • Improves chances of obtaining finance – e.g. keeping bank up-to-date about how business is doing

  9. Communication • Process: Finance Dept Change in payment systems E-mail Sender or Instigator Channel Receiver Medium Feedback

  10. Communication Media • Methods used to communicate a message Oral Written Electronic Visual Non verbal

  11. Key terms • Information overload – so much information and so many messages are received that the most important ones cannot be easily identified

  12. Communication • Medium: • Letters • Memo • Report • Notice board • Faxes • Telephone • E-mail • Face to face • Body language • Video/video conferencing • Internet

  13. Factors influencing choice of media • Managers will consider some factors before deciding on the best communication method • Whether or not they require a written record • Advantages of staff input • Costs • Speed • Size of the business

  14. Communication • Transferring information from one part of the business to another that leads to some outcome, changed behaviour or changed practice • Formal Communication – established and agreed procedures • Informal Communication – channels not formally recognised – ‘the grapevine’

  15. ICT & Communication The use of information and communications technology (ICT) has grown in businesses. Examples include: Email Graphics software Word processing Presentation packages Internet and intranet

  16. ICT & Communication

  17. Barriers to Communication • Too many intermediaries (e.g. too many layers in hierarchy through which message has to be passed) • Geographical distance between a firm’s offices, production plants or outlets • Communication overload – too much information can cause problems e.g. slow down decision making

  18. Problems of poor communication Poor communication can lead to: • Low morale and poorly motivated workers • Difficulty implementing change • Lack of overall direction for the firm • Slow decision making • Pressures from stakeholders who wish to be kept informed • Missed opportunities

  19. Task • Analyse the benefits and drawbacks of Enterprise-Rent-A-Car’s communication methods to its internal and external stakeholders • http://businesscasestudies.co.uk/enterprise-rent-a-car/communication-strategies-to-engage-a-variety-of-stakeholders/internal-communications.html#axzz2Vw0ejyGF