Management Communication N4 Study Guide S1 PDF

Preview

Summary

Management Communication N4 Study Guide S1...

Description

STUDY GUIDE NATIONAL N DIPLOMA IN: PUBLIC MANAGEMENT, HUMAN RESOURCE MANAGEMENT AND FINANCIAL MANAGEMENT

MANAGEMENT COMMUNICATION N4 SUBJECT CODE: 5140364

DAMELIN 2020

TABLE OF CONTENTS Welcome Note

3

Mission and Vision Statement of Damelin

4

Student Support

5

Words you need to know

6

Assessments

7

Course Objectives

8

Prescribed and recommended Books and Websites

9

Module 1: Basic Principles of Communication

10

Module 2: Interpersonal Relationships and Social Interaction

17

Module 3: Interviews

24

Module 4: Mass Media and Advertising

34

Module 5: Meeting Procedures and Correspondence

43

Module 6: Language Usage

51

Module 7: Concise Communication

55

Module 8: Business Letters

62

Module 9: Reports

68

Module 10: Critical Evaluation of Written and Visual material

74

Copyright: In terms of the Copyright Act, no 98 of 1978, no part of this manual may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording or by any other information storage and retrieval system without permission in writing from Damelin.

DAMELIN: STUDY GUIDE

Page 2 of 74 MANAGEMENT COMMUNICATION N4

VERSION 6 2020

WELCOME NOTE Dear Student, Damelin Management and Staff take pride in welcoming you as a student of this institution We hope that you find both your time of studies to be an informative and exciting experience. This course is developed to prepare you for a future career, equipping you with the necessary competencies required in your chosen career field. We would like to encourage you to interact with other students and staff as you can build lasting friendships and future contacts. This study guide aims at assisting you in and giving you a better understanding all the content and information in order to grasp the subject. This study guide is not to be used in isolation of a recommended textbook and recommended reading and research. The study guide was developed with view to assisting you and giving you a better understanding all the content of your course.

Wishing you all the best for your studies

DAMELIN MANAGEMENT AND STAFF

DAMELIN: STUDY GUIDE

Page 3 of 74 MANAGEMENT COMMUNICATION N4

VERSION 6 2020

DAMELIN VISION To lead and inspire quality private education and training throughout Southern Africa and the African continent

MISSION We pride ourselves on being the provider of quality learner focused education. It is our mission to deliver innovative, yet relevant programmes on multiple NQF levels while contributing with integrity and commitment to the community ideals of skills development and employability. Our mission is to meet regulatory requirements as they apply to private institutions and exceed the expectations of quality Our core values are:  Academic commitment  Reputable and quality brand  Innovative relevant programmes  Skills development and employability  Integrity  Entrepreneurial spirit

DAMELIN: STUDY GUIDE

Page 4 of 74 MANAGEMENT COMMUNICATION N4

VERSION 6 2020

STUDENT SUPPORT The support systems which we at Damelin have put in place to support to our students, aims to have a significant influence on how well our students will achieve. Students Support will assist students to achieve academically, to make the correct programme choices, and be oriented into Further Education and Training opportunities at Central Technical College. Damelin envisages to provide holistic services to students that embraces the full range of any single student’s interaction with the College.

Pre-entry Admission

  



STUDENT SUPPORT

On course Academic programme 

Exit Work readiness

   

Selection and Placement into appropriate programmes Contract of enrolment Orientation and Code of Conduct

Academic Support Performance monitoring and feedback, Workshops, Study Guides, Academic Advising Centre Personal Support Life skills, counselling, Health and Wellness

Higher Education Self-employment Employment In-service Training

Students are encouraged to make use of the Student Support Services available on each of our campuses. Each campus has Lecturer consultation times where you will be able to have a consultation with your subject lecturer should you require additional support.

DAMELIN: STUDY GUIDE

Page 5 of 74 MANAGEMENT COMMUNICATION N4

VERSION 6 2020

WORDS YOU NEED TO KNOW________________________________________ Below is a list of question instruction words that are commonly used in activities and exams. The explanations below suggest the type of answer you are generally expected to provide for each instruction. Before answering a question, check the mark allocation to ensure you are providing the right amount of information. Instruction word Account for Annotate Calculate Compare Complete Construct Convert Define Describe Determine Discuss

Distinguish Draw Estimate Expand Express Examine Explain Factorise Identity Indicate Interpret List Mathematise Manipulate Prove Provide Read off Simplify Sketch Solve State Substitute

DAMELIN: STUDY GUIDE

What you need to know Explain why, give reasons for. Add notes to the text or a diagram. Work out an answer mathematically using the information provided. Show all your workings. Identify similarities (and differences) between two or more things. Finish. Draw something accurately using your ruler, pencil, compass and protractor. Write the quantity in different units. Give the exact meaning of something in a short statement, mathematical equation or scientific formula. Give a detailed explanation of how or why something happens. Find out something by research or calculation. Explain, giving several different views on the issue; explore similarities and differences and draw conclusions on the possible implications as well as giving your own position on the issue Set something apart as different from the rest. Make a diagram or picture of something. Give an approximate. Multiply out the bracketed terms of an equation. Show something in words or figures. Investigate closely. Give reasons for. Divide a number into factors. Point out and describe. Show or point out. Explain the meaning of something and show that you understand it. Provide an itemised series of parts, reasons or qualities, possibly in a table. Show or point out. Rearrange an expression or equation. Show that something is true. Give. Determine values from a graph and write them down. Reduce an expression to a simpler form using the rules of arithmetic. Draw something roughly without using instruments. Work out the solution to a mathematical problem. Express something in clear terms using one or two short sentences. Replace a variable with its actual value.

Page 6 of 74 MANAGEMENT COMMUNICATION N4

VERSION 6 2020

ASSESSMENTS

FORMATIVE ASSESSMENTS: These are compulsory internal assessments which are compulsory and contribute towards your Term Mark. 1.

2.

3.

NATIONAL ASSIGNMENT  

DUE DATE: As per National Calendar TOTAL MARKS: 100



WEIGHTING TOWARDS TERM MARK: 20%

NATIONAL TEST  DURATION OF TEST: 1½ HOURS 

TOTAL MARKS: 100



WEIGHTING TOWARDS TERM MARK: 30%

NATIONAL DP EXAMINATION 

DURATION OF DP EXAM: 3 HOURS

 

TOTAL MARKS: 200 WEIGHTING TOWARDS TERM MARK: 50%

SUMMATIVE ASSESSMENTS: These are external assessments from the DHET. Students must be registered with the DHET in order to write these assessments. ENTRANCE TO SUMMATIVE EXAMINTION REQUIREMENTS: 80% ATTENDANCE RATE AND MINIMUM TERM MARK OF 40%   

DURATION OF NATIONAL EXAMINATION: 3 HOURS TOTAL MARKS: 200 WEIGHTING OF FINAL MARKS: 

TERM MARK:

40%



EXAMINATION MARK:

60%

DAMELIN: STUDY GUIDE

Page 7 of 74 MANAGEMENT COMMUNICATION N4

VERSION 6 2020

MANAGEMENT COMMUNICATION N4 COURSE OBJECTIVES The objective of this course is to equip learners with a sound knowledge of business communication principles. Giving the leaners deeper understanding of the subject and the role of effective communication in the business world is a priority. Learners are drilled on how to communicate concisely using plain and simple English. They should be able to develop communications on their own as business leaders or subordinates with ease, be it in letter writing, report writing or any form of communication. LEARNING OUTCOMES On completion of this course the students should be able to: 

Define communication and understand the communication process.



Know the various means of communication, types of communication and factors affecting



Understand interpersonal relationship and social interaction and know how to build a healthy



Understand the interview process and know how to successfully conduct an interview or



Define mass media, manipulative reporting, propaganda



Know the functions and elements of the mass media, and techniques used by propagandist.



Define advertising and understand the purpose of advertising as well as requirements for

communication. self-image. prepare for an interview

advertising, criticisms for advertising and presentation styles. 

Define a meeting, understand the various types of meetings as well as the procedures for conducting meetings.



Know the duties and powers of office bearers as well as basic terminologies applicable in



Prepare meetings’ agendas and take down minutes



Apply basic communication principles in all business correspondence



Write all business letters including CVs, memorandums, invitations, reference letters and



Write reports (feedback, progress, accident and investigation reports)



Write and edit a piece of work for the press,

meeting

appointment letters

DAMELIN: STUDY GUIDE

Page 8 of 74 MANAGEMENT COMMUNICATION N4

VERSION 6 2020

PRESCRIBED BOOK TITLE Communication & Management Communication N4

AUTHOR/S

EDITION

Wade and Steenkamp

ISBN NO 9781775819752

PUBLISHER Future Managers

RECOMMENDED READING TITLE

AUTHOR/S

EDITION ISBN NO

Erasmus, Kritzinger, Bowler, Goliath

Effective Communication

9781874940456

9781430807728 Communication & Management Communication N4

PUBLISHER Macmillan

Macmillan

A Thorne

WEBSITES 1

http://www.bizcommunity.com

2

http://whoswho.co.za

3

http://intercultural.org

4

http://www.smartbiz.com

5

http://www.csca-net.org

MANDATORY COURSE REQUIREMENTS Students must meet all internal and external assessment requirements in order to pass this subject . A term mark of 40% and mandatory class attendance of 80% of all lectures per programme is required to gain entrance into the Summative Assessment.

DAMELIN: STUDY GUIDE

Page 9 of 74 MANAGEMENT COMMUNICATION N4

VERSION 6 2020

MODULE 1:

BASIC PRINCIPLES OF COMMUNICATION

LEARNING OUTCOMES On completion of this module the students should be able to:  Understand the importance of effective communication  Graphically illustrate the communication process  Define communication and differentiate between the various categories of communication  Understand the importance of listening skills TOPICS  Importance of effective communication  The communication process  Communication models  Categories of communication  Interpersonal communication  Listening skills 1.1.    

IMPORTANCE OF EFFECTIVE COMMUNICATION To provide, obtain or exchange information through explanation of duties, or making decisions To form or maintain a healthy relationship between colleagues, employers and employees. To persuade others to think or act as you do e.g. motivating workers to be productive, To express yourself and ideas to others (conveying your personality) etc.\

Advantages of effective communication with clients and employees  Increased productivity  Better employee relationships  More effective decision making  Better cooperation between workers  Saving time and money  Successful problem solving  Greater job satisfaction  Less conflict and less frustration 1.2. 1.2.1.

1.2.2.

1.3.

COMMUNICATION PROCESS Definition of Communication: Communication is a two-way process whereby information (Message) is sent from one person (sender) through a channel to another person (receiver) who in turn reacts by providing a feedback. Elements of communication process: Harold in 1948 described the communication process by answering the following questions: - Who? (sender e.g. manager) - Says what? (Message) - In which channel? (medium of communication e.g. telephone) - To whom? (receiver, e.g. secretary) - With what effect? (feedback) Communication model: It shows in specific form what the subject looks like. Below are two communication models that the learners need to know.

DAMELIN: STUDY GUIDE

Page 10 of 74 MANAGEMENT COMMUNICATION N4

VERSION 6 2020

Fig 1.1.Communication model by Lasswel

Who? Communicator

Says What? The Message

In which channel? The Medium

In which channel? The Medium

With what effect? Effective feedback

Fig 1.2 Communication model by Roman Jacobson (Advanced model)

Noise

Encodes Sender

Receiver decodes the message

Chooses a Message

(Using Codes)

Channel/Medium

Feedback

Noise 1.3.2. Elements of the communication model Sender: This is the person who initiates the communication process and formulates the message and sends to the receiver. The sender can also be called, transmitter, source or encoder. Encoding: This means formulating thoughts into a message by using codes which the receiver can understand. E.g. a set of symbols, figures, pictures, sign language or a language which the sender and receiver understand. Message: this is the information which is conveyed (transmitted) during the process of communication. Receiver: This is the person to whom the message is addressed. Decoding: This represents the process of interpreting the codes (language, pictures, and signs) for a clear understanding of the message.

DAMELIN: STUDY GUIDE

Page 11 of 74 MANAGEMENT COMMUNICATION N4

VERSION 6 2020

Channel or medium: This represents the route (way) which the message is sent from the sender to the receiver and feedback sent from receiver to the sender. Communication channels include verbal channel e.g. voice, intercom and non-verbal channels e.g. body language, and pictures. Feedback: The reaction or response to the message that the receiver sends back to the sender. Noise: This refers to any obstruction, or interference to the transmission of a clear message. 1.4.

Categories of communication: Four main categories exist namely:

1.4.1.

Intrapersonal communication: This is communication with oneself. It includes things like writing dairies, daily events reflections, dreaming, planning a presentation etc. Interpersonal communication: This is communication between people. It takes place between two people, between groups of people, or between individuals in a group.

1.4.2.

1.4.3.

Extra personal communication: This is communication between a person and an animal, an object or a plant. E.g. talking to your plant at home or to a computer when it is too slow.

1.4.4.

Mass Communication: It is the transfer of a message through a mass media (TV, radio, books, newspapers, magazines, etc.) to a large impersonal public. E.g. advertisement on a newspaper. Group activity Briefly outline the differences between interpersonal communication and mass communication.

1.5.     

1.6.

Factors affecting communication Personality: The personality of a person should convey a message during communication. Frame of reference: How people think about the world around them. i.e. respect for each other and choice of words Reasoning: logical presentation of facts, arguments and opinion in a concise manner. Emotions: keep personal feelings and emotions out of business communication, listen before you react, and handle difficult clients tactfully. Meaning (semantics): this refers to words, symbols and phrases that can mean different things to different people and in different contexts.

Interpersonal communication This is communication between people. Interpersonal communication is divided into two main components (which are further split) namely: - Verbal communication - Non-verbal communication

DAMELIN: STUDY GUIDE

Page 12 of 74 MANAGEMENT COMMUNICATION N4

VERSION 6 2020

Fig 1.3 Interpersonal communication in diagram

Non-verbal Communication

Verbal Communication

Oral Communicaion

Written Communication

Visual Semiology Kinesics

Direct

Indirect

Direct

Indirect

Proxemics Graphic representation Colour coding Signs and symbols

Acoustic Semiology Paralinguistics Sound Music Silence

Communicati on by means of touch (Tacesics)

1.6.1. 

Verbal communication: The use of words in speaking, writing, reading and listening. Oral communication: This is spoken verbal communication which can be direct or indirect. - Direct oral communication: Face-to face communication with one person, with people (up to 5 people) during meetings, interviews, formal or informal group discussions. - Indirect oral communication: This is communication through telephone and public addresses and do not require a face-to-face conversation.



Written communication: Written verbal communication can be direct or indirect: - Direct written communication includes business letters, memos, notices, agendas etc. - Indirect written communication includes newspapers, press releases and advertisements directed to the general public.

1.6.2 Non-verbal communication: Communication means other than words, e.g. body language, facial expressions, sign language. It can strengthen, contradict or replace verbal communication and may be culture specific. Types of non-verbal communication:  Visual semiology: anything that can be seen by the receiver in order to be understood. E.g. body movement, graphs and appearance. It relies on the receiver’s ability to see and cannot be effective in the dark or with blind people. This incl...