Institute of Academic Excellence

70 Half Way Tree Road

Kingston 10
906-7661/754-3739

MODULE TWO. COMMUNICATION (M. Campbell-Duncan)

Session 1. Communication is the conveying of information or data from one person (the sender) to another (receiver). It
breaks down if one of the parties fails to communicate properly when, e.g. the sender communicates wrong or incomplete
information or the receiver does not listen or concentrate on the message and fails to grasp its true meaning.

Means/Types of Communication

1. Written – Letters, memoranda, agendas, reports, notices, electronic mail, computer printout.
2. Oral – Interviews, meetings and conferences, radio/TV., telephone, intercom, pager, , mobile telephone.
3. Visual – charts, graphs, signals.
4. Electronic – teleconferencing, video conferencing, electronic mail, facsimile

NB. Students must do a project on the types of communication and their medium.

Factors to be Considered in Selecting Communication Media

The choice of which method of communication to use depends on several factors: the urgency, the length, safety,
confidentiality of the message, location, distance, cost, nature of the message, size of audience, need for personal influence.
Any method selected by the office worker, he/she must ensure that the message is clear, accurate and business-like.
NB. Teacher will discuss these elements

Elements of the Communication Process

 Sender
 Receiver
 Message
 Channel
 Feedback

The Process

Channel
Sender Encode Message Decode Receiver

Noise

Feedback

Encoding – a process that involves translating the thoughts or information into words, reigns, or symbols. This step enables
the message to be conveyed to the receiver.
Message – used to express himself/herself.
Channel – how the message is transmitted including face-to-face communication, written documents, telephone
conversation, radio, television and newspapers.
Decoding – this process occurs when the receiver interprets the message and gives it meaning from his/her own perspective.
Feedback – enables the sender to determine how much of the message was actually received and how accurately it was
interpreted by the receiver. This can be in the form of a gesture or expression that indicates understanding, a request for
additional information, a request for clarification, a facial expression or even failure of the receiver to comply with the
sender’s request.
Noise – this can enter the communication process at each step, it is a distractors or disruption in the communication process.
It includes physical noise, poor grammar, and garbled message.

Flow of Communication
1. Upward direction – with supervisors
2. Downward direction – with subordinate
3. Horizontal direction – with other manager or worker on the same level.

Barriers to Effective Communication

Perception (affected or influenced by our experiences). Background information
Semantics (words mean different things to people – how individuals interpret words.
Internal barrier, for example our thoughts.

NB. Teacher will look at the various written communication and their formats. (Letters, memorandum, reports,
charts itineraries, notices, agendas.) Letters will be done in Session 1.

Session 2. Memorandum – These are used in business as a means of communication within the organization (internal
communication). They differ in style and content depending on the sender and the subject matter. Memos are written on a
printed form which may be specially designed to tie in with the corporate style or on a standard printed memo form. NB.
Teacher will show students the format of the memorandum on the board.

An Agenda lists the order in which it is proposed to conduct business at the meeting. The usual order for an agenda is:

 Apologies for absence

 Reading of the minutes of the last meeting – a written record of what took place at the previous meeting.
 Matters arising from the last meeting such as unfinished business or follow-up action taken on any matter(s) raised
at the meeting
 Correspondence
 Reports and general business
 Any other business – time in which matters not previously notified can be raised.
 Date, time and place of next meeting. NB. The name and designation of the person sending out the notice of the
meeting and the agenda is added at the end.

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Teacher will elaborate on the different areas of the agenda and give an example of a memorandum on the board.

Notice - A notice of a meeting notifies or reminds the people concerned of the date, time and place of the meeting of the
meeting. It is usually sent an agreed number of days before the meeting along with an agenda. Teacher will give an
example of a notice on the board. Teacher will give a combine notice with agenda on the board.

Session 3. REPORTS – Reports should present well-planned and impartial communication of factual information or
advice. They should always be confined to facts and be devoid of any suggestion of bias, emotion or self-interest. They
vary in format, style, content and length, depending upon their purpose and the audience.

Reports may be written on topics such as:

 Past, present and future financial position or operation results
 Appraisal of employees’ performance
 Details of productivity improvement programmes.
 Incidents or accidents

There are two types of reports:

 Investigatory – reports which are ‘one-off’ and investigate situations or problems and offer solutions.
 Routine – reports which either cover routine tasks, for example an inspection report on a piece of machinery, or
reports on situations which occur at regular intervals, for example monthly reviews. Accidents reports would also
come into this category. Teacher will read some reports to student and give an example of a report to
students. Teacher will show students how a prepared report sheet looks like and how the information is
filled in.

Itinerary – An itinerary is a written record of travel arrangements. It is often prepared for an executive and will list
essential information such as dates, time of flights, names(s) of hotel(s) and a record of the hotel reservation. Teacher will
show an itinerary to students.

Stationery – Stationery is the term for all material found in offices that are made of paper:
Envelopes, note pads telephone message pads, typewriting paper, computer printout paper, carbon paper, file jackets, folders
memos, petty cash voucher, various office forms. Stationery also includes: pens, pencils, pencil sharpeners, erasers,
fasteners, adhesive tape, paper clips, highlighters, as well as items such as staplers, paper punches and scissors. Stationery is
essential in all modern offices as a basis for written communication which is vital if the office is to function efficiently and
effectively.

Session 4. TYPES OF PAPER

Types of paper commonly found in offices include:
 Bond – Superior quality, strong durable paper. It is produced in white and many other colours and is used for
letterhead work.
 Parchment – Superior quality paper that is heavier than bond paper and usually has a special finish. It is used for
work that has to be especially well presented such as calligraphy or painting.
 Flimsy – cheaper, lighter weight paper used for carbon copies.
 Onion skin – strong, translucent paper often used for tracing diagrams.
 NCR (no carbon required) – lighter weight paper produced in sets of several sheets. The back of each sheet is
specially coated so that whatever is written or typed on the top sheets is transferred to the rest of the sheets in the
set.

Sizes of Paper and Envelopes.

Paper used in office work is based on International Standard (ISO) sizes, the largest of which is A0 measuring 840mm x
1189mm and is often used for posters. Teacher will draw the various paper sizes on the board and demonstrate to
students with how the A4 paper is used to make some other paper sizes. Teacher will explain the use of these paper
sizes in business.

Envelopes sizes are graded in a similar way to the ISO paper sizes. Thus, unfolded sheets of A4 paper can be inserted into a
C4 envelope without being folded. DL envelopes are the most commonly used envelopes and take A4 sheets folded twice
or A5 sheets folded once. Teacher will draw the various envelope sizes on the board and explain each.

Types of Envelopes

Regular Envelopes – These are standard business size envelopes (DL). They are usually whit, but may also be made of
lightweight manila (brown) paper. They can be plain or printed with a company logo or slogan.
Window Envelopes – These have a transparent window through which the name and address of the recipient can be seen
from the letter inside the envelope.
Self-seal Envelopes – these envelopes have sticky strips on the back of the envelopes and on the flap.
Other types of envelopes will be discussed.

Reference Materials

In the office questions may need to be answered promptly and accurately. The clerk or secretary is not expected to know the
answer, but he or she should know how and where to access the information when needed. Most of the information
requested is available from a wide range of reference sources. These include:

Dictionaries, Official Gazettes, Telephone Directories, Maps, Schedules, Post Office Guide, Trade Journals,
Thesauruses, Hansard, Internet.

Dictionary – A reference book containing a list of words in alphabetical order. Each word is followed by its meaning or
meanings, information on how to pronounce it, and where necessary, information on different spellings of the word.

Official Gazette – A newspaper or official journal issued weekly or monthly. It lists all Acts of Parliament and statutory
instruments implemented, as well as legal notices including insolvency notices.

Telephone Directory – A directory containing an alphabetical list of telephone subscribers and their telephone numbers.
Telephone directories also list national and international dialling codes.

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Maps/Atlases – Maps and atlases are useful for locating places and planning itineraries whether locally or internationally.
Local street maps, in book form or folded sheets, are also useful when trying to locate specific places in a town.

Schedule/Timetables – Lists showing arrival and departure times for transport such as buses, shipping lines and airlines.
They are printed as booklets or leaflets but are increasingly accessible on the internet. Schedules/timetables are also used
when planning events, so that the participants know the times at which the different items are planned to take place.

Post Office Guide – Outlines in detail the services offered by the post office including regulations governing the sending of
letters and parcels by post.
Trade Journal – is a periodical which devoted to news and features relating to a particular trade or profession, for example,
Caribbean Chambers of Commerce Journals. These include such things as financial data, names of prominent firms and
subsidiary companies in the Caribbean, UK and USA, directors’ names, addresses and telephone numbers.

Thesaurus – A collection of lists of words with similar meanings, called synonyms.

Hansard – The official edited report of the proceedings of a parliamentary body. The first Hansard was published in the
early 19th century in England as a record of the proceeding s of parliament which were taken down by reporters and printed
and published by Thomas Hansard.

Internet – A network linking millions of computers worldwide via telephone lines, thereby facilitating the exchange and
transmission of data. The internet is the biggest information ‘bank’ in the world.

NB. Students will be given a quiz

Session 5. TELEPHONE AND OTHER COMMUNICATION TECHNIQUES

Telephones are essential in modern offices since they are the cheapest and quickest method of communication. They are a
middle-way of communication between written communication and face-to-face contact. Telephones have limitations:
 They do not provide a permanent record of a business transaction.
 They are not suitable for discussion of confidential matter
 They are not for transmitting detailed information, such as statements of account and statistical data.
Teacher will discuss telephone etiquette with students (guidelines for answering the telephone, answering the
telephone, putting a caller on hold, things to avoid and phrases to avoid.)

Recording systems
A voice mail is a computer-based voice storage system. The telephone, a central computer (e.g. within the company) and a
recording device are used for taking voice messages. Messages are stored in the computer’s voicemail box, and later
retrieved when the recipient dials, through their telephone extension, the number of the voicemail box.

Telephone Answering Machines – record messages when no-one is available to take the call and can be fitted to the
telephone to provide a continuous telephone answering and recording service.

Taking and Delivering Messages

You may need to take a message in the absence or unavailability of a colleague or when you need to gather information for a
customer or client. Follow this procedure:
 Inform the caller of the availability of the person he/she wants to talk to before asking their name.
 Explain your colleague’s absence in a positive light.
 Give an estimated time for your colleague’s arrival.
 Offer to help the caller, take a message or transfer to someone who is able to help.
 Write down all important information, that is: name, place calling from, phone number, time and date of call, will
they call back or do they wish the person to return the call.
 If the caller wishes to leave a message, write it down carefully and read it back to the caller to make sure tyou
have not missed anything out.
Teacher will do an illustration on the board of a message pad.

Delivering the message

 Place the written message on your colleague’s desk so that he/she will see it as soon as they return.
 Follow up to ascertain that the message has been received.
 If the message was a verbal one, make sure that you pass it on at the earliest opportunity.

Session 6. USING A TELEPHONE DIRECTORY (Teacher will discuss the different areas of the telephone directory i.e.
white pages, blue pages and yellow pages.)

Maintaining a Personal and Company Directory

Most companies maintain an internal directory, which gives the names and extension numbers of departments and officials.
If you are asked to compile such a directory the best way of doing this would be to:
 Compile one part of the directory with names and numbers in alphabetical order
 Compile another part of the directory showing the same names and numbers, but listed under each department.
Another way of compiling a directory is with a manual filing system using index cards. The disadvantage of this system is
that only one copy will exist, as opposed to the computerized system, which can be printed out as many times as you like or
circulated by e-mail.

Functions and Operation of Switchboards

Most businesses have more than one telephone and probably more than one telephone number. The telephones are usually
connected to switchboard, which is under the direct control of the switchboard operator. The telephones in the various
offices are called extensions. Each extension has its own number, which will often be an extension of the company’s main
switchboard number.

Auto-attendant switchboards

These switchboards capture and direct a caller through a menu of options. These may include dialing your party’s extension
number if you know it, or keying in their last name to be searched for in a directory. This system also gives the caller a
menu listing the departments and the extension numbers to access them.

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PABXs (Private Automatic Branch Exchanges)

These are commonly known as ‘Automatic Switchboards’ and enable internal calls to be dialed direct from one extension to
another.

PMBXs (Private Manual Branch Exchanges)

These are also known as ‘Manual Exchanges’. When this type of switchboard is used all calls from PMBX extensions have
to be made through the operator. The connection is made by plugging a cord into a socket. The operator can connect an
incoming caller to the person to whom he wishes to speak and deal with outgoing calls.

Telephone Services - Services offered by telephone companies are:

Local Call
These are all calls made inland, whether domestic or commercial. Charges for equipment, i.e. line rental, are often billed
one month in advance.

Long distance/overseas/international calls

With the recent advancements in telecommunications most international calls can be obtained by direct dialling. Long
distance charges are billed after the event.

Station-to-station (customer dialed station)

This type of call connects the caller to a number overseas. The caller dials the number directly without the aid of an
operator.

Person-to-person (operator assisted)

This type of call is made when the caller wants to speak with a particular person. A person-to-person call is an operator
assisted call.

Collect calls (operator assisted)

A collect call is made when the charges are billed to the called telephone number. A collect call is an operator assisted call.
Authorization must be obtained from the person being called before the call is allowed to proceed.

Conference calls
At times when frequent status reports are needed from a team, teleconferencing is the answer. Phone conferencing
technology permits in excess of sixty people to be connected all at once.

Call waiting
If you have an incoming call while you are already on the line, the call waiting feature will alert you. You may then put the
first party on hold while you answer your second call. This system helps to reduce the number of missed calls because the
line is engaged.

Three-way calling is similar to using call waiting and enables a two-way call to be turned into a three-way conversation.

Call forwarding
Incoming calls can be transferred to another number, i.e. if the person is away from the office.

Direct dialling and operator assisted calls/operator station

It may sometimes be necessary to ask for operator assistance to call an overseas number. If details of length of time and the
cost of the call are needed this is known as an operator station call. There is a three-minute minimum charge.

Phone Cards
A Prepaid Calling Card is the easy way to keep in touch with the rest of the world, as the card allows the holder to make
calls at any time from any private touch tone telephone or public payphone. Each time the card is used to make a call, the
holder is advised of the dollar value remaining on the card before the call is connected. Post Paid services are billed to the
customer, at a specific time, after calls have been made for a period e.g. your home phone.

Speed dialling
Many modern phones allow frequently called numbers to be stored in the memory. The numbers can then be dialed
automatically by simply dialling one digit. This includes long distance numbers.

Cellular phones
Mobile phones have become a convenient and portable means of communication via telephone

Teacher will give students class activity to reinforce the lesson.

Session 7: TIME ZONES

Time changes with longitude as a result of the earth’s rotation from west to east. Hence when one half of the earth is facing
the sun and experiencing day, the other half is away from the sun experiencing night. Places in the east see the sunrise first.
Time changes one hour for every 15 degrees of longitude or four minutes for ever 1 minute.

The world is divided into 24 time zones or belts. The Greenwich Meridian is located in England at zero degrees longitude.
When traveling west from the Meridian, it becomes earlier, i.e an hour is subtracted from every 15 degrees. When traveling
east an hour is added for every 15 degree. For example Jamaica, which is west of Barbados, is one hour behind Barbados so
when it is 6 a.m. in Barbados it is 5 a.m. in Jamaica. England, on the other hand, is five hours ahead of Barbados so when it
is 5 a.m. in Barbados it is 10 a.m. in England.

Most time zones are expressed as so many hours ahead of or behind Greenwich Mean Time (GMT), the time used in the
winter in the UK.
Teacher will further elaborate on the GMT method of calculating time with various illustrations on the board.

There are two main ways of telling the time.

 The 12-hour clock
 The 24-hour clock

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The 12-hour clock is used with a.m. (ante meridian – before noon) added for morning times and p.m. (post meridian –
afternoon) added for afternoon, evening and night times. Therefore 10 a.m. means 10 o’clock in the morning and 10 p.m.
means 10 o’clock in the evening.

The 24-hour clock is generally used to avoid confusion, for example 1000 hours or 10:00means 10 o’clock in the morning.
Teacher will show students how the 24-hour clock system method of time is read on the board and give a chart.
Class activity will be given to students.

TELECOMMUNICATION MEDIA

Data can be transmitted electronically via: Electronic Mail (e-mail), Radiophone and Facsimile (fax).
 Electronic mail – The use of e-mail addresses permits the transmission of correspondence quickly and efficiently
via the internet using telephone lines.
 Radiophone – A radiophone is used to send messages from ships to shore and can be connected via an operator to
the local telephone system. A similar system is used by companies to keep in touch with key personnel with sets
fitted in their cars. This can be of great importance in emergencies.
 Facsimile transmitted messages (fax) – A fax machine is a piece of office equipment which uses scanning
techniques to ‘read’ or ‘input’ data – photographs, diagrams or text – which is then converted into electronic
signals to be transmitted over telephone networks.
 Electronic funds transfer – This is a system of transferring money form one bank account directly to another
without any paper money changing hands. This process is widely used to facilitate direct deposits, in which
payroll is deposited straight into an employee’s bank account. Electronic funds transfer refers to any transfer of
funds initiated through an electronic terminal, credit, ATM, Fed wire and point-of-sale (POS) transactions.

Session 8. TRADITONAL MAIL

Courier Services – The need might arise where office data – whether it is a piece of correspondence or a packet – needs to
be delivered quickly and safely to local, regional or international destination. Courier Services offer:

 Door-to door delivery

 Shipment of heavy/valuable/bulky packages – there is guaranteed express shipment of bulky packages up to 150
lbs
 Customs clearance – the sender must declare the contents of ll parcels sent abroad to the customs office of the
country to which the parcel is being sent. Couriers make sure that the process of getting your parcels through
customs is quick and easy.
 Real time electronic tracking – the package can be traced en route to its destination via its consignment number.
When the package leaves the ware house it is logged out, when it reaches its destination it is logged into the
system. There is an estimated time frame on how long it would take for the package to reach its destination.
In addition to international courier services there is also local intra-island carriers; for example, motor cycle couriers who
can react very quickly to deliver correspondence or packets elsewhere in the country on the same day. Some major carriers
include Express Mail Service (EMS), ABC international Couriers Inc., DHL Worldwide Express,etc.

Postal Services

First Class Mail

First class mail is used for letters, printed papers, postcards and small packets. It allows a next day delivery for local mail
and first available dispatch for overseas mail.

Second Class/non-priory mail

When speed of delivery is not important, reduced rates are available or this class of service

Air mail
Letter post items conveyed by air are referred to as ‘Air mail correspondence’ but for accounting and other purposes these
items are divided into two main categories:
 L C items – letters, aerogramme and postcards
 AO items – all other items: printed papers, literature for the blind and small packets.
Air mail packets must bear a blue air mail label-or be stamped in blue Par Avion – on the front left-hand side, or the words
BY AIR MAIL ( in block letters).

Surface Mail
Surface mail is mail that is transported by sea (boat). It is much slower than air mail. This method was once frequent, but is
used less frequently because of air transportation.

Envelopes and cards

The Post Office has identified standard sizes (minimum and maximum) of cards and envelopes that it prefers customers to
use. These standardized sizes help in the mechanized handling of mail.

Redirection
Many kinds of postal packet may be redirected to the same addressee at another address, so long as the item has not been
opened.

SPECIAL DELIVERY SERVICES

Registration (registered post)

Most first class or priority letters may be registered by paying a fee in addition to first class postage. This covers the
administration services, and also provides compensation in respect of loss or damage in the post up to a limit according to
the fee paid: the greater the fee paid, the more compensation can be claimed. All items of value such as money and
jewellery should be sent using this service.

Recorded delivery
Recorded delivery, available in some countries, is an optional extra facility. It provides the sender with a receipt or
certificate of posting, and the Post Office obtains a signature on delivery and keeps a record of this proof in case there is a
query at a later date. The recorded delivery service can be used with most kinds of letters except those where other special
facilities exist, such as registration or express services.

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Business reply service
A business person who wants to obtain replies from clients (or potential clients) without causing them the expense of paying
postage may enclose a preprinted stamped reply card, letter, envelope or adhesive label in communication.

Domestic business reply permit

This is another service available internationally whereby a company may enclose self-addressed envelopes or cards to its
customers.

On Service
In Barbados and several other Caribbean countries a special service exists whereby government departments can send mail
without postage.

Postage restante
Letters or packets may be sent to a post office in a particular town ‘to be called for’ or ‘poste restante’ (‘post waiting’). The
post office keeps the packet for up to two weeks (one month for a packet from abroad).

Private box service

Instead of an addressee having mail delivered in the normal way, a private box may be rented at a post office for receiving
letters or packets. The box must be taken out for a definite address in the postal district in which it is required.

Private bags
The Post Office will sort mail into a lockable private bag ready for collection by the addressee. The addressee provides the
locks and the keys and the Post Office will provide two bags, although addressees can provide their own.

Parcel post services

Weight is the determining factor in the cost of posting parcels. Parcel post tends to take a little longer than letter post and a
parcel must be posted at a post office and not in a mail box.

Session 9. THE MAILROOM

In a small business the mail may be dealt with in an informal way, and the work may be done in any convenient place.
With a larger business there may be a special place, called the mail room, and the procedures for dealing with mail.

Incoming procedures (opening the mail)

Mail room workers are often the earliest people to arrive in the office. This is because they need to be there before everyone
else to open the mail so that others can get on with their jobs. It may seem that dealing with incoming mail is simply a case
of opening the envelopes and taking out the contents. To some extent this is true, but care has to be taken:
 To make sure that nothing is damaged when taking the contents out of the envelope
 To ensure that nothing is left in the envelope.
Some typical mail room activities entail:
 sorting and distributing mail to the various departments
 handing out routing and circulation slips (teacher will show students an example of each below)
 making entries in the remittance and postage books (teacher will elaborate further on these books)
 applying postage to envelopes
 emailing

Procedures for incoming mail:

 Sort all the envelopes – do not open those marked personal, confidential or private.
 Open each envelope carefully (perhaps using a letter – opening machine).
 Remove all contents from the envelope and unfold.
 Sort the correspondence into departments.
 Stamp each paper with the correct date stamp.
 Enter in the remittance book all checks and other remittances enclosed.
 Fasten enclosures together neatly.
 Secure all envelopes and keep for one week incase there are any queries regarding the date of receipt or missing
items.

Procedures for outgoing mail:

 Check each letter has been signed (return if unsigned).

 Check all enclosures referred to have been enclosed (note if enclosures are missing).
 Fold the papers carefully (or use a letter folding machine).
 Seal or fasten the envelopes/packets.
 Weight the envelope/packet
 Look up the correct postal rate.
 Affix postage stamps or frank.
 Enter details into postage book.
 Post envelope/package or sort into sacks for collection.

NB. Students must do a project on the various equipment used in the mailroom. Two tests will be given on this
module ROUTING SLIP

CIRCULATION SLIP The Voice of Business

From: Dinah Mite Please initial and pass on in the order shown

Date: 20 February Initials

Date: 13 May Initials

Ivor Braine 1 D Hardy DH

Den Tist DT 2 C Adcock CA

3 N Johnson
Daisy Fielas DF
4 C Mitchell* 6
Rose
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Return to Dinah * for filing