1. PNDBF - Communication
Lim Sei cK

2. Introduction
Communication is the passing of a message from one person to another. It can be written (e.g a letter or memo) or oral (e.g by speaking to a friend using the telephone). It may involve giving an instruction, a reminder or some information.

3. Communication is only effective if the receiver understands the message given by the sender. When there is effective communication in a business organization, it results in successful business relationships, satisfied customers, happy workers and a positive business image.

4. Flow of Communication
FLOW OF COMMUNICATION
UPWARD
HORIZONTAL
DOWNWARD

5. Flow of Communication
Upward- E.g. submitting reports to superior/ manager.
Horizontal- E.g. circulating memoranda to other departments
Downward- E.g. receiving instructions from superior/ manager.

6. Methods of Communication
A. Telephone
B. Telefax Service or Facsimile Service C.
D. Public Address (PA) System
E. Intercom
F. Two-way Radio (Walkie-Talkie)
G. Audio-video Conferencing

7. A. Telephone Means: Telephone Type: Oral communication
Features: Relatively low cost, fast and direct form of communication, messages can be sent locally or overseas
Delivery time: Immediate

8. The telephone can be used to make local calls, trunk calls or international calls.
Local call- telephone call that is made within the country
Trunk call- call that is made to the main towns. (E.g. Penang – Kuala Lumpur)
International call- call that is made to overseas countries other than Brunei.

9. B. Telefax Service or Facsimile Service
Means: Telefax
Type: Written communication
Features: Low cost, can send or receive written or typed messages, photographs and diagrams locally or overseas, exact copy of information can be sent or received
Delivery time: Immediate

10. Fax messages
Remove paper clips and staples from the document to be faxed to prevent damage to the machine
For a document which is small, very thin, creased or torn, make a photocopy of it and fax the photocopied document instead
For detailed documents and photographs, select the Fine mode on the keypad
Make a photocopy of received fax messages if they are printed on thermal paper. This is because the printout on thermal paper will fade over time.

11. Maintenance of the fax machine
Operate the machine according to the procedure described in the instruction manual
Keep the machine away from air-conditioners, direct sunlight, humid places, heat and dust
Make sure that a telephone jack is located near the machine
Clean the print head regularly in order to receive clear faxes
Store fax paper in a cool and dry place away from sunlight

12. C. E-mail Means: Electronic mail Type: Written communication
Advantages: a) Documents or files that have been sent from or received by an account can be stored in its electronic mailbox, b) can be accessed all over the world, c) users can read, scan, reply, send, file, delete and retrieve messages
Features: is available to users connected to a network (group of computers linked to one another)
Delivery time: Immediate

13. Important concepts and terms
Server: a central computer which allows users to connect to it, and use or share information and resources.
Terminal: equipment consisting of a keyboard and a display screen that is used for updating information in the computer or getting information from it.
Username: an identification code or name that, allows the user to log in, or have access, to a server
Password: a code that is required to gain entry into a secured system

14. An email address must have these features:
Seikee = Begin with a = A symbol that separates the username from the domain or server name Hotmail.com = identifies the specific domain or server to which the message is sent Bn = usually ends with an abbreviation of country name

15. Activity
has become a very popular means of communication. By using to communicate, many organizations are able to reduce the amount of paper used. In what other ways can companies help to conserve the environment?

16. D. Public Address (PA) System
Means: Through loudspeakers connected to a microphone and a telephone operator’s switchboard
Type: Oral communication
Features: System can be used to conduct talks, to make public announcements or to page someone
Delivery time: Instant

17. E. Intercom Means: Telephone system Type: Oral communication
Features: Allows for communication between two people within the same office or building just by pressing a key on the telephone
Delivery time: Instant

18. F. Two-way Radio (Walkie-talkie)
Means: Two or more small communication devices
Type: Oral communication
Features: Small portable radios that are pre-tuned to the same frequency, two or more people can communicate over a short distance, security personnel usually carry them
Delivery time: Instant

19. G. Audio-video Conferencing
Means: Audio-video conferencing
Type: Oral communication
Features: uses video cameras, colour monitors and projectors, b) people at different locations can attend the same meeting, c) users can see and listen to each other even though they are at different places
Delivery time: Instant

20. Next week lecture: Communication (B)
Network systems (LAN, Intranet, WAN, Internet)
Communication skills (listening skills, writing skills, telephone skills)