2.4 Internal and external communication

Question 1

Why is communication important?

Answer 1

Communication ensures that all parts of business’s operations run smoothly + employees understand what they need to do

Question 2

Why is effective communication important?

Answer 2

• Reduce the risk of mistakes - Enable faster decision-making - Enable quicker responses to market changes - Improve coordination between departments - Improve morale and motivation of the workforce - Improve customer relationships

Question 3

Oral communication

Answer 3

Appropriate when more than two people need to discuss things

Question 4

Benefits + limitations of oral communication

Answer 4

Ads: - Easy to communicate - Direct feedback - Help build relationships between employees/ customers - Personal contact Disads: - Hard to schedule (busy) - Takes up time - No permanent record - Receiver might not listen

Question 5

What is written communication?

Answer 5

Provide a permanent record of message

Question 6

Benefits + limitations of written communication

Answer 6

Ads: - Message cannot be changed - Information is clear + can be looked at more than once - Can be sent to many receivers Disads: - Messages may be lost or destroyed - No personal contact - Time consuming

Question 7

Main types of written communication

Answer 7

• Purchase order - Minutes of meeting - Agenda (Order for the conduct of a meeting) - Memorandum - Invoice (Official form sent to customer requesting payment for goods) - Company magazine/newsletter

Question 8

What is visual communication?

Answer 8

Includes presentations using graphs, charts, videos etc

Question 9

Benefits + limitations of visual communication.

Answer 9

Ads: - Information more interesting - Photographs or videos have greater impact than just words - Pictures + charts easier to understand Disads: - Takes time for preparation - Costs money to create visual communication - Details may be lost

Question 10

What are some factors to consider when choosing the best method of communication?

Answer 10

• Urgency - Location - Security issues and concerns - Personal preference - Cost

Question 11

How do communication barriers arise?

Answer 11

• Accents - Channel of communication is too long - Demotivated workers don’t listen to the message properly - Poorly disciplined workers - Technological issues - Language barrier

Question 12

What are the problems of communication barriers?

Answer 12

• Tasks are not completed → increases waste - Damaged reputation of the business - Higher risk of accidents - Poor sales - Recruitment problems

Question 13

How to reduce or remove communication barriers?

Answer 13

• Make sure the language used is appropriate to the receiver - Keep the channel of communication as short as possible - Sender asks to receive a feedback so they know it has been read and understood - Physical barriers such as noise should be removed