Topic 1 - Communication in

Administration

Higher Administration & IT

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Learning Intentions / Success Criteria

Learning

Intentions

Communication in

Administration

Success Criteria

By end of this topic you will be able to

describe how to:

• making appropriate adjustments when

communicating information

• understand possible barriers to ensure

information is received and understood

• take appropriate steps to manage

information

• maintain security and confidentiality.

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Communication in Business

• Communication is vital within an

organisation: everyone in an

organisation needs to communicate

effectively with each other as well as

with customers.

• When choosing a communication

method, you should think about the

relationship between sender and

receiver, and how quickly the

information has to be passed on.

• Whatever method of communication

is chosen, it is very important that

information is kept secure at all times.

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Methods of Communication

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Face-to-face (e.g. a

meeting, an interview, a

conversation with a

colleague/customer)

Used for immediate feedback and if any uncertainties need

to be clarified. You are also able to gauge body language

and facial expressions.

Oral (e.g. telephone call) Used when a quick answer is required. It is a popular

method due to increase in use of mobile phones and

smartphones. It allows two-way communication so any

clarification can be made.

Written (e.g. letters,

memoranda/reports in

printed format)

It provides a permanent record that can be kept for future

reference. It also allows people time to read and

understand what is being communicated.

Electronic (e.g. intranet,

internet, e-mail, blogs or

social networking)

Information can be sent and received quickly and enables

to communicate 24/7.

Visual (e.g. PowerPoint

presentations)

Complex information can be communicated to groups of

staff. Pictures, graphs, sound and different formats can be

used to grab listeners’ attention.

Advantages/Disadvantages of

Written Communication Advantages

• Provides a permanent

record for the future.

• Can be more structured

and consistent.

• If there are many points to

be covered, it is better to

write them down.

• Written communication

can be looked at when it

is convenient.

Disadvantages

• Can take longer to prepare and

send.

• Inflexible – there is no

immediate feedback or

interaction.

• Sender cannot use non-verbal

cues, such as body language.

• Some people may be unable to

access it easily, e.g. people

with dyslexia.

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Advantages of

Oral Communication • Information can be given faster than written communication.

• Easy to direct to the desired person.

• Can be cheaper than writing/using technology.

• Allows for two-way discussion/interaction.

• Instant feedback – person receiving the information can ask

questions.

• Face-to-face interaction gives indication of response through

non-verbal cues.

• Message can be changed if the person has not understood what

you have been trying to communicate.

• Appropriate for personal messages and delicate situations.

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Disadvantages of

Oral Communication • Distractions and interruptions can interfere.

• Personalities and emotions can create a barrier.

• Can be difficult to control, especially with large

numbers of people.

• Number of participants may be limited.

• Not as structured or consistent.

• No permanent record – information can be forgotten

or people can disagree about what was said.

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Barriers to Communication (1)

• Distortion

• Noise

• Differences in perception

• Jumping to conclusions

• Lack of interest

• Information overload

• Bias and selectivity

• Lack of feedback

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Barriers to Communication (2)

• Distortion – If the message is not accurately stated, jargon is used

or the receiver does not correctly interpret the message.

• Noise

- Physical – traffic, roadworks, machinery

- Technical – bad connection, faulty line

- Social – clash of personalities

- Psychological – excessive emotion interfering

• Differences in perception – People of different ages, cultures or

educational backgrounds or those with contrasting personalities

interpret situations differently.

• Jumping to conclusions – Hearing or seeing what you expect

rather than the actual message. 9

Barriers to Communication (3)

• Lack of interest – The receiver doesn’t engage with the

message so the meaning is lost.

• Information overload – Too much information can make the

receipt tired and confused.

• Bias and selectivity – You only receive part of the message as

you filter out the rest. For example, if you are told ‘You’re

doing a good job but need more training’, you may

subconsciously choose to hear only the first part of what has

been said.

• Lack of feedback – If a message is sent and there is no

response, you cannot be sure that the message has been

received or understood.

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Consequences of Poor

Communication For the individual

• they may not be able to

perform their duties

• this may lead to a loss of

confidence/stress/ low

morale

• they may be unsure which

way to turn for advice

• errors may result in

disagreements with

colleagues.

For the organisation

• poor communication may

lead to poor decision

making

• good staff may leave

• lowered productivity and

increased costs

• poor relationships with

customers and suppliers

could lead to a fall in

sales and profits. 11

Effective Communication

The administrative assistant should consider the following principles:

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Accurate The information transmitted should be accurate – correct and true.

Complete The information must be complete with no key facts missing or it

could be misunderstood.

Timely The information must be delivered on time and should be up-to-date.

Relevant Good communication is adapted to meet the needs of the audience.

Will the audience be interested in what you are telling them? Do they

need to know it? Will it be useful to them?

Cost-effective Preparing to communicate takes time and money. Information has to

be gathered and collated for delivery. Time is money in business and

the cost of communicating should not be more than the benefit the

communication brings.

Meaningful Use suitable language and the most appropriate method. Will the

audience find the information easy to understand? Think about the

age and size of your audience.

Security and Confidentiality of

Information

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Security Protecting data against theft, damage and

destruction.

Integrity Ensuring that the data is accurate, up to date

and error free.

Privacy The data must be held securely so that only

those who need access to the data can access

it.

Confidentiality Those who do have access to the data respect

it, and do not discuss it with others who do

not have a right to know what it says.

Physical Threats

Physical threats include:

• theft

• damage to equipment by people

(intentional or accidental)

• damage from disasters, such as fire and

flood.

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Measures to Minimise Risk (1)

• Ensure offices are locked and windows are closed when the building

is empty.

• Alarm the building so that warning is given of intrusions.

• Use camera and surveillance equipment to monitor the premises at

all times.

• Restrict the number of access points to the building.

• Keep visitors away from computer areas.

• Security mark equipment .

• Keep accurate inventories of equipment and its location.

• Keep equipment in a secure place, e.g. laptops locked away when

not in use.

• Have security guards/dogs patrol the grounds at night.

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Measures to Minimise Risk (2)

• Keep light on in the grounds at night.

• Train staff on how to move equipment.

• Provide trolleys for transporting items (to minimise the chances of

equipment being dropped).

• Keep dire doors closed to limit the spread of any fires.

• Have firefighting equipment and train staff how to use it.

• Install sprinkler systems to help put fires out.

• Lag pipes to reduce the chance of them bursting in winter.

• Take out adequate insurance - so that if the worst happens, you can

recover from it.

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Threats to Software and Data

Threats to software and data include:

• theft – if servers, hard drives or laptops are

stolen, then the data on them goes too

• disk damage and corruption, making files

unusable. This may be as a result of

component failure or a virus.

• physical damage resulting in corrupted files,

perhaps as a result of malicious or accidental

damage, fire or theft, etc.

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Measures to Minimise Risk (1)

• Store the original software CDs or DVDs

securely, for example, in a safe or locked cabinet,

away from the servers and PCs – the software can

then be re-installed on another system if

necessary.

• Back-up all data files regularly – you can then

copy the back-ups on to new drives if necessary.

• The company should have an insurance policy, to

help it replace equipment and software.

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Measures to Minimise Risk (2)

• Key staff should be aware of the disaster

recovery plan, so that if the worst does happen,

someone knows what to do to get things up

and running again.

• Train staff to log off machines when not in use

and have an automatic log-off.

• Install and regularly update, good anti-virus

software.

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Access Rights

Access rights can be set at

different levels, for

example, read only, read

write, no access.

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Restricting Access

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Security procedures to

restrict access include:

• log in procedures – to

ensure that only those

with a legitimate login

get access the computer

system

• password – to double-

check the identity of the

person logging in.

Paper-based Files

It is also important that any paper information is

kept secured. Procedures should be in place to

ensure that:

• files are returned to the filing cabinet after use

• filing cabinets are locked and keys are stored

somewhere safe, for example, locked in a desk

drawer

• papers are not left at the photocopier

• all papers are collected from the printers

promptly

• papers are not left lying on desks unattended

• papers are shredded or disposed of properly.

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