2.4 – Internal and External Communication

Question 1

Define Communication

Answer 1

Transfer of a message from sender to receiver

Question 2

Define Internal communication

Answer 2

Communication between two members of same organisation

Question 3

Define External communication

Answer 3

Communication between a organisation and another organisation/individual

Question 4

Contents of Effective communication

Answer 4

1. Sender
2. Medium of communication
3. Receiver
4. Feedback

Question 5

Define One-way communication

Answer 5

Message which doesn’t require feedback

Question 6

Define Two-way communication

Answer 6

When a receiver gives response to a message received

Question 7

Pros of Two-way communication

Answer 7

Pros:
1. Ensure receiver understand/does it
2. Motivate employees

Question 8

Define Downward Communication

Answer 8

Message from managers to subordinate

Question 9

Define Upward communication

Answer 9

Message/feedback from subordinate to manager

Question 10

Define Horizontal communication

Answer 10

Communication between people on same level of organisation structure

Question 11

Types of Communication methods

Answer 11

1. Verbal
2. Written
3. Visual

Question 12

Examples of Verbal communication

Answer 12

1. Telephone
2. Face-to-Face
3. Meeting

Question 13

Pros/Cons of Verbal communication

Answer 13

Pros:
1. Quick/efficient
2. Opportunity for feedback
3. Speaker can reinforce the message

Cons:
1. Can take long if there is feedback/discussion
2. Can’t guarantee other’s listening/understood the message
3. No written record

Question 14

Examples of Written communication

Answer 14

1. E-mail
2. Letter
3. Socail Media
4. Signboard
5. Text message

Question 15

Pros/Cons of Written communication

Answer 15

Pros:
1. Written record
2. Include details
3. Can be copied/sent to many people
4. Quick/Cheap

Cons:
1. Feedback may not be possible
2. Can’t ensure message has been received
3. Language could be difficult to understand
4. Long message could disinterest the receiver
5. Can’t reinforce message

Question 16

Examples of Visual communication

Answer 16

1. Poster
2. Presentation
3. Video
4. Diagram
5. Charts

Question 17

Pros/Cons of Visual communication

Answer 17

Pros:
1. Information can be in appealing way
2. Used with written comunication

Cons:
1. No feedback
2. May not be understood

Question 18

Factors affecting Communication choice

Answer 18

1. Speed
2. Cost
3. Message details
4. Leadership style
5. No. of receiver
6. Written record
7. Feedback

Question 19

Dedine Formal communication

Answer 19

Message sent through established channels using professional language

Question 20

Define Inforamal communication

Answer 20

When information sent/received with use of everyday language

Question 21

Define Communication Barrier

Answer 21

Factors that stop effective communication

Question 22

Types of Communication Barrier

Answer 22

1. Problem with sender
2. Problem with medium
3. Problem with receiver
4. Problem with feedback

Question 23

Types of Problem/Solution with Sender

Answer 23

Problem: Language used is difficult to understand
Solution: Use understandable language

Problem: Use of verbal communication but speak quickly/not clear
Solution: Make message clear, ask feedback to ensure understaning

Problem: Sends wrong message/receiver
Solution: Make sure it’s the right message/receiver

Problem: Message too long/detail prevent main point to be understood
Solution: Message should be breif to the point

Question 24

Types of Problem/Solution with Medium

Answer 24

Problem: Message may be lost
Solution: Insist on feedback, no feedback = message lost

Problem: Wrong channel used
Solution: Select appropriate channel

Problem: Message sent down long cahin of command may be distorted
Solution: Use shortest possible channel

Problem: Breakdown of medium
Solution: Use other forms of communication

Question 25

Types of Problem/Solution with Receiver

Answer 25

Problem: Might not listen/pay attention
Solution: Ask for feedback, emphasise the message

Problem: May not like/trust sender, unwilling to do it
Solution: Build trust, use another sender

Question 26

Types of Problem/Solution with Feedback

Answer 26

Problem: No feedback received
Solution: Use different channel

Problem: Feedback is distorted
Solution: Direct communication of subordinate and manager