Ch 15 Business communication (A Level) Flashcards
Define effective communication
the exchange of information between people or groups with feedback
Why is effective communication important?
Staff motivation - if staff are encouraged to participate through group discussion => aid motivation => productivity
The number and quality of ideas generated by the staff
Speed of decision making - the more people who have to receive and react to message, then the slower it will be
Speed of response to market changes
Reduces risks of errors - misintepretation/misunderstanding of message will lead to incorrect responses
Effective coordination between departments
Define communication media
methods used to communicate a message
4 main communication methods
Oral
Written
Visual
Electronic
Oral communication
E.g. one to one conversations, interviews, appraisal sessions, group meetings, team briefings
Allows 2 way communication and feedback
Instantaneous => correct any misunderstandings
Allows body language
Might be no written record
Costly in terms of time
Can be quickly forgotten
Written communication
E.g. memos, notices on boards, reports, diagrams
Accurate record and allow for transmission of detailed data
More structured
Eliminate body language
Do not allow for immediate feedback
Often no evidence that message has been received/understood
Electronic
E.g. internet, intranet, fax messages, video conferencing, mobile telephones (allows oral as well)
Speed
Ignores boundaries
Written record
May require staff to be trained
Reduce social contact and can create a sense of isolation
Staff may use company time to send personal messages
Security issues with computer technology
Leads to information overload as a result of the speed and low usage costs. Too many messages prevent the important messages from being noticed and acted upon on
Define information overload
so much information and so many messages are received that the most important ones cannot be easily identified and quickly acted on - most likely to occur with electronic media
Visual communication
E.g. diagrams, pictures, charts Used to accompany and support oral, written or electronic communication Interactive Demands attention Often easy to rmb Creates greater interest Not always clear Interpretations by receivers can vary
Factors influencing choice of appropriate media
Importance of the message e.g. legal contract
Advantages to be gained from staff input
Cost
Speed
Quantity of data
Whether more than one method should be used. e.g. telephone call followed up an official letter
Size and geographical spread of the business
Define communication barriers
reasons why communication fails
What are the communication barriers?
Failure in one of the stages of the communication process
Poor attitude of either the sender or receiver
Physical reasons:
Distraction from external environment
Geographical distance
Failure in one of the stages of the communication process
Medium chosen might be inappropriate
Too much information => receiver forgot part of the message
Misleading or an incomplete message
Excessive use of technical language or jargon
Channel of communication is too long => distortion
Poor attitudes of sender or receiver
Sender is not trusted perhaps due to previous misleading messages
Unmotivated or alienated workers will not want to take the trouble to ensure communication is effective
Intermediaries - those on channel may decide not to pass on message or to change it. e.g. supplier’s query about customer complaint
How to reduce communication barriers?
Ensure the message is clear and precise but adequately detailed
Keep communication channel as short as possible
Make sure that channels of communication are clear to all involved
Build in feedback to solve misunderstandings
Establish trust between senders and receivers
Ensure that physical conditions are appropriate for messages to be received
Define formal communication networks
The official communication channels and routes used within an organisation
Passed through ‘line’ and ‘staff’ relationships
These information flows will be concerned with the content of the jobs and may be in one of several forms, spoken, written, or electronic for example.
Types of formal communication networks
Vertical network
Wheel network
Circle
Integrated or connected network
The vertical network
Boss has four subordinates and communicate with them directly but individually -> no group network-> used in small department or narrow span of control
The wheel network
Leader at the centre of the network -> in control and can limit formal contact between others
2 way communication between leader and other parts of the wheel
Used when regional manager communicates with other branch managers
The circle
Each person communicates with only 2 other people
Decentralised network, no obvious leader
Slow rate of communication
No assurance that messages have been received
The connected network
Team meeting sessions
Assist solving complex problems where inputs of everyone is necessary
2 way communication between any group member
Allows participative style of decision making
Define informal communication
refers to the unofficial channels of communication that exist in a business (often spoken as opposed to written communication). This is often referred to as the ‘grapevine’.
Role of informal communication in business
Organizational Solidarity: The existence of informal communication proves that the workers are interested in their association. The important fact is that they talk among themselves and help to promote organizational solidarity. If properly used, it may raise the morale of the workers.
Supplement to other channels
Increased Efficiency: Such communication helps to solve various complex issues existing in any organization. It opens the door for mutual communication between superiors and subordinates. Therefore, subordinates feel free to interact frankly which can influence their efficiency.
Define horizontal communication
refers to contacts and flows of information between people at the same level in the business
Define one way communication
Where there is no facility for feedback, (often under an authoritarian management style) then this is referred to as one-way communication.
Advantages of horizontal communication
Co-ordination of activities from departments
End of misunderstanding
Quick communication and solutions to problems
Linking with different areas of expertise
Disadvantages of horizontal communication
Lack of understanding
Ignoring vertical communication
Overload of info due to both flows - vertical and horizontal
Different departments may not understand culture, ways of working or technical language
The outlook and objects of different department can create conflict