2.4 – Internal and External Communication Flashcards
Define Communication
Transfer of a message from sender to receiver
Define Internal communication
Communication between two members of same organisation
Define External communication
Communication between a organisation and another organisation/individual
Contents of Effective communication
- Sender
- Medium of communication
- Receiver
- Feedback
Define One-way communication
Message which doesn’t require feedback
Define Two-way communication
When a receiver gives response to a message received
Pros of Two-way communication
Pros:
1. Ensure receiver understand/does it
2. Motivate employees
Define Downward Communication
Message from managers to subordinate
Define Upward communication
Message/feedback from subordinate to manager
Define Horizontal communication
Communication between people on same level of organisation structure
Types of Communication methods
- Verbal
- Written
- Visual
Examples of Verbal communication
- Telephone
- Face-to-Face
- Meeting
Pros/Cons of Verbal communication
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
Examples of Written communication
- Letter
- Socail Media
- Signboard
- Text message
Pros/Cons of Written communication
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
Examples of Visual communication
- Poster
- Presentation
- Video
- Diagram
- Charts
Pros/Cons of Visual communication
Pros:
1. Information can be in appealing way
2. Used with written comunication
Cons:
1. No feedback
2. May not be understood
Factors affecting Communication choice
- Speed
- Cost
- Message details
- Leadership style
- No. of receiver
- Written record
- Feedback
Dedine Formal communication
Message sent through established channels using professional language
Define Inforamal communication
When information sent/received with use of everyday language
Define Communication Barrier
Factors that stop effective communication
Types of Communication Barrier
- Problem with sender
- Problem with medium
- Problem with receiver
- Problem with feedback
Types of Problem/Solution with Sender
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
Types of Problem/Solution with Medium
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
Types of Problem/Solution with Receiver
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
Types of Problem/Solution with Feedback
Problem: No feedback received
Solution: Use different channel
Problem: Feedback is distorted
Solution: Direct communication of subordinate and manager
