2.1 Internal and external communication

Question 1

give the different methods of communication

Answer 1

face-to-face, written, electronic

Question 2

what are the benefits of face-to-face communication

Answer 2

• allows immediate feedback
• encourages cooperation
• allows new ideas to be generated
• saves time

Question 3

what are the limitations of face-to-face communication

Answer 3

• negative body language can create barriers
• no record of the message
• non relevant info may be included
• some people may not listen
• limits the number reached due to limited space in the meeting room

Question 4

advantages and disadvantages of letters

Answer 4

+ flexible, can send to many different people
+ can be expressed well so recipient understands
+ private record of communication
- takes time and effort
- employees may have poor writing skills

Question 5

advantages and disadvantages of reports

Answer 5

+ can be short, complex, or detailed
+ contain numerical data and graphics
- concise and carefully structured
- takes time to research and write

Question 6

advantages and disadvantages of memorandums

Answer 6

+ brief messages, flexible
- not a lot of info

Question 7

advantages and disadvantages of forms

Answer 7

+ collect routine information
- inflexible
- can become out of date

Question 8

advantages and disadvantages of noticeboards

Answer 8

+ cheap
+ pass on to large number of people
- can be untidy
- open to abuse
- overlooked

Question 9

advantages and disadvantages of emails

Answer 9

+ instantly send text or image
- may be ignored

Question 10

advantages and disadvantages of internet

Answer 10

+ communicate with customers for PR
- may not be seen by target customer

Question 11

advantages and disadvantages of mobile phones

Answer 11

+ can use when staff is away from the office or frequently moving
+ cheap
+ can send short memos
- employee may be irritated when messaged out of work hours

Question 12

advantages and disadvantages of social media

Answer 12

+ communicate with customers, PR
+ info is up to date and sent instantly
+ customer feedback polls
- may not reach target market

Question 13

advantages and disadvantages of intranets

Answer 13

+ changes made to info such as timetables can be updated instantly and available to everyone
- high security risk

Question 14

advantages and disadvantages of videoconferencing and teleconferencing

Answer 14

+ people in different locations can communicate
- quality of video and call may be poor, affecting communication

Question 15

advantages and disadvantages of public address (PA) systems

Answer 15

+ everyone can hear the message on the loudspeaker instantly
- if noisy, may not be heard

Question 16

advantages and disadvantages of electronic notebooks

Answer 16

+ can be seen by everyone who walks past
+ can use written messages, pictures, videos and sound
- not everyone may see the board

Question 17

give reasons for why communication barriers arise

Answer 17

• lack of clarity = message may be misunderstood or ignored
• technological breakdown = message may become unclear or break down, heavy reliance on electronics
• poor communication skills = limited vocabulary, accents, poor listeners (short attention span, impatient), poor spelling and grammar, anger
• jargon = people outside the group (customers) do not understand
• distractions = noise, stress
• business culture = general lack of communication, failure to keep staff informed on events, leads to doubt and uncertainty, rumours, gossip, suspicion and anger
• long chain of command = too many layers, message takes longer to pass, may become unclear or inaccurate
• using the wrong medium = important message missed, confidential info not secure, some need immediate feedback
• different countries, languages and cultures = different time zones

Question 18

give problems of ineffective communication

Answer 18

• high cost
• higher staff turnover
• more staff absences
• poor customer service
• more injuries