2.4 - internal and external communication

Question 1

what is communication?

Answer 1

communication occurs when a message is transferred from one person to another, who understands the content of the message

Question 1

what are the 2 types of communication?

Answer 1

1. Internal: between members of the same organisation​
2. external: to customers, suppliers or people in other organisations

Question 2

what are the four features of effective communication?

Answer 2

1. a transmitter or sender who sends the message ​
2. a medium of communication e.g. an email ​
3. a receiver of the information
4. feedback- Where the receiver confirms the message has been received and responds to it.

Question 3

benefits and drawbacks of verbal communication (meetings, team meetings, video conferencing)

Answer 3

• team meetings are an efficient way of communication with a large number of people​
• feedback can be given immediately
• people may not listen during a meeting or may not understand the message​
• a permanent record of the communication may be needed and so will need to recorded in writing also.

Question 4

benefits and drawbacks of written communication (letters, emails, noticeboards, reports)

Answer 4

• there’s ‘hard evidence’ of the communication so communication is clear and will reduce disagreements about the content of messages​
• messages can be forwarded to other people so they can be passed on quicker than verbal communication
• many emails may be information overload and receivers may start to ignore them ​
• some emails may be too long and difficult for receiver to comprehend all the information

Question 5

benefits and drawbacks of visual communication (Powerpoint displays, videos, posters, charts & diagrams)

Answer 5

• can be used to make a written message clearer by adding a graph or a chart. ​
• may attract the receivers attention more than written communication
• some people may fund the charts difficult to interpret , and so message might be misunderstood ​
• some may not pay attention to videos e.g. a health and safety video ​
  ​

Question 6

barriers to communication: problems with the sender

Answer 6

• language which is too difficult is used or they may use jargon​
• sender speaks too quickly ​
• the message is too long and so may mean people do not fully understand the key points

Question 7

barriers to communication: problems with the medium

Answer 7

• the wrong channel has been used e.g. an important message was put on the notice board, and so people ignore it ​- if the message has been passed down a long chain of command, the message may become distorted (Chinese whispers)

Question 8

barriers to communication: problems with the receiver

Answer 8

• they might not be listening or paying attention​
• the receiver may not like the sender and so therefore not willing to act on the information or read it

Question 9

barriers to communication: problems with feedback

Answer 9

• the receiver doesn’t give feedback​
• the feedback takes too long due to a long chain of command