CHAPTER 16 - The Importance of Good Communication in Business Flashcards
WHAT IS COMMUNICATION?
communication is about sending and receiving information
COMMUNICATION CHANNELS
routes along which information might travel in a business
DOWNWARD COMMUNICATION
usually involves managers giving information or instructions to their subordinates, it is important because:
- subordinates look to their managers for leadership and guidance
- it allows the decisions made by management to be carried out by employees
- it allows managers to command, control and organise
UPWARD COMMUNICATION
often involves workers giving feedback to managers, however, it might also involve requests by workers.
this is helpful because:
- helps managers to understand the views and needs of subordinates
- may make managers aware of problems
- helps staff to feel that they are valued
- provides managers with information to help make decisions
HORIZONTAL COMMUNICATION
occurs when workers on the same level in the organisation exchange information, it is common within a department
INTERNAL COMMUNICATION
takes place inside a business between employees
e.g - a manager giving a warning to a subordinate for repeated lateness
EXTERNAL COMMUNICATION
occurs when businesses exchange information with people and organizations outside the business
e.g - a focus group group where people from the marketing department discuss a product with members of the public
FORMAL COMMUNICATION
use of recognised channels when communicating, formal groups are those set by the business
INFORMAL COMMUNICATION
use of non - approved channels when communicating
e. g of a informal group: employees who meet outside work at spots clubs, local churches or social clubs
POOR COMMUNICATION CAN LEAD TO…
mistakes, wasted resources and confusion
ADVANTAGES OF FACE - TO - FACE COMMUNICATION
- allows immediate feedback
- encourages cooperation
- allows new idea to be generated
- saves time
DISADVANTAGES OF FACE - TO - FACE COMMUNICATION
- negative body language may create a barrier
- a record of the message may not be kept
- non - relevant information may be included
- in a meeting, some people may not listen
- limits to the number reached, for example, by the capacity of largest meeting room
WRITTEN COMMUNICATION
- letters
- reports
- memorandums
- forms
- noticeboards
ELECTRONIC COMMUNICATION
- internet
- mobile phones
- social media
- intranets
- videoconferencing and teleconferencing
- public address ( PA ) systems
- electronic noticeboards