2.4 Internal and external communication Flashcards
Why is effective communication important?
Clear instructions
Speed up decision making
Ensure customers are informed
Increase productivity
Awareness of objectives
Internal Communication
Communication carried out between two or more members of the same organisation
Can be
Between departments
Email to all staff
Notice boards
Signboards
External Communication
Communication carried out between organisation and other organisations/individuals
Can be
Between other businesses
Ordering supplies
Advertising products
One-way Communication
Communication where the receiver has no chance to respond to the message
Announcements
Presentations
Newsletters
Two-way Communication
Receiver is able to give response to message received
Such as
Letter
Email
Call
Face to face conversation
Verbal Communication
Sender of message speaking to receiver
Advantages of Verbal Communication
Quick and efficient
Opportunity for feedback
Speaker can reinforce message
Disadvantages of Verbal Communication
Can take a long time if discussion is made
No written record
Written Communication
Sender writing to the receiver
Advantages of Written Communication
Evidence of the message
Details included
Copied and sent to many
Cheap
Disadvantages of Written Communication
No instant feedback
Cant ensure message was receives/read
Long message may cause disinterest
Advantages of Written Communication
Present complex info in an attractive way
Used along with written material
Gains more attention
Visual Communication
Diagrams
Charts
Videos
Presentations
Disadvantages of Written Communication
No feedback
May not be understood or interpreted properly
How do you know what method of communication to use?
Think about factors like:
Speed (phone call)
Cost (letters, calls, face to face)
Details of the message (written communication)
Leadership style (autocratic chooses one-way, democratic chooses two-way)
The receiver (how many?)
Importance of written record
Importance of feedback
Formality
Formal Communication
Messages sent through established channels using formal and professional language
Informal communication
Information sent/received casually using informal language
Problems with sender and how this barrier is overcome
Problems:
Complex language
Technical terms can’t understand
Speaking too fast
Wrong message communicated
Too long message
How to overcome:
Use simple language
Ask for feedback
Ensure right person receives
Ensure brief and on-point messages
Problems with medium and how this barrier is overcome
Problems:
Message lost
Wrong channel of communication
Message distorted because of being passed in chain of command
Communication channel breaks
How to overcome:
Insist on feedback to make sure they got the message
Use appropriate channel
Choose the shortest channel
Use other forms when you can
Problems with receiver and how this barrier is overcome
Problems:
Not listening/paying attention
Unwilling to act on message
Too busy to act
How to overcome:
Emphasise message
Use sender that is respected
Send follow up message
Problems with feedback and how this barrier is overcome
Problem:
No immediate opportunity for feedback
Feedback is slow
How to overcome:
Don’t ask for feedback when not needed
Choose better communication channel that allows quick feedback
