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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