2.4 internal and external communication Flashcards
internal communication
between members of the same organisation
communication between departments,
notices and circulars to workers,
signboards and labels inside factories and offices etc
External communication
is between the organisation and other organizations or individuals.
- orders for goods
- sending info about delivery
- advertising foods or service
- asking to pay bills
Effective communication involves
- A transmitter/sender of the message
- A medium of communication eg: letter, telephone conversation, text message
- A receiver of the message
- A feedback/response from the receiver to confirm that the message has been received and acknowledged.
one way communication
a message which does not require a feedback.
Two-way communication
is when the receiver gives a response to the message received.
Two-way communication ensures that the person receiving the message understands it and has acted upon it.
It also makes the receiver feel more a part of the process- could be a way of motivating employees.
Verbal
telephone conversation
face-to-face conversation
video conferencing
meetings
advantages of verbal communication
- Quick and efficient
- There is an opportunity for immediate feedback
- Speaker can reinforce the message- change his tone, body language etc. to influence the listeners.
disadvantages of verbal communication
- Can take longer if there is feedback and therefore, discussions
- In a meeting, it cannot be guaranteed that everybody is listening or has understood the message
- No written record of the message can be kept for later reference
Written
letters, memos, text messages, reports, e-mail, social media, faxes, notices, signboards
advantages of written
- There is evidence of the message for later reference.
- Can include details
- Can be copied and sent to many people, especially by e-mail
- E-mail and fax is quick and cheap
disadvantages of written
- Direct feedback may not always be possible
- Cannot ensure that message has been received and/or acknowledged
- Language could be difficult to understand.
- Long messages may cause disinterest in receivers
- No opportunity for body language to be used to reinforce messages
types of written methods
- business letters: follow a set structure (i&e)
- memos: send internals
- reports: detailed document about a particular issue or problem (I)
- notices on board: info open for everyone to use- no certainty that ppl will read
- text messages: easier and quick
- social
Visual
Methods (eg: diagrams, charts, videos, presentations, photographs, cartoons, posters)
advantages of visual
- Can present information in an appealing and attractive way
- Can be used along with written material (eg: reports with diagrams and charts)
disadvantages of visual
No feedback
May not be understood/ interpreted properly.
Factors that affect the choice of an appropriate communication method:
- speed: fast- call, text. other: email
- cost: cheap- letter, face to face other:telephone,poster
- leadership style: a democratic style- two-way communication methods, verbal mediums. An autocratic -notices and announcements
- the receiver: 1- face to face. staff- email
- the importance of written record: legal wala customer order
- the importance of feedback: direct verbal or written if feedback is wanted
Formal communication
is when messages are sent through established channels using professional language. Eg: reports, emails, memos, official meetings
Informal communication
is when information is sent and received casually with the use of everyday language. Eg: staff briefings. Managers can sometimes use the ‘grapevine’ (informal communication among employees- usually where rumours and gossips spread!) to test out the reactions to new ideas (for example, a new shift system at a factory) before officially deciding whether or not to make it official.
Downward communication
messages from managers to subordinates i.e. from top to bottom of an organization structure
Upward communication
messages/feedback from subordinates to managers i.e. from bottom to top of an organization structure
Horizontal communication
