Chapter 4 - Communication Flashcards
Effective communication enables a business to….
- Ensure accurate flow of information between interested parties, including customers
- achieve objectives
- Communicate a consistent message about standards required
1 way communication includes…
- letters
- reports
- memos
- minutes
- circulars
- notice boards
- Internet/ intranet
- fax
- text
- emails
- webinars / conferences
Advantages of 1 way communication
Sender can think about what they want to say
written record
message is consistent
may be time effective
Disadvantages of 1 way communication
offers little opportunity to judge recipients reaction
no immediate feedback to check understanding
sender cannot influence circumstances or time message is read or ensure it is actually read
reader could read between the lines / interpret incorrectly
dependent on skill of the writer to convey the message well
may not be appropriate for all situations I.e. redundancy threat
Internet, intranet and email - worth mentioning in businesses. Internet allows access to company documents such as the staff handbook, T&C scheme & company news.
Benefits of this include….
Speed - information available almost instantly
Cost saving- no publishing/ printing costs. E learning can be cheaper than other training resources
Access - information can be made available to all simultaneously
Ability to test knowledge using online systems
Examples of 2 way communication include…
- Telephone calls
- Face to face meetings
- Team meetings
- Video links such as Zoom, Teams or Facetime
Advantages of 2 way communication include…
Preferable for sensitive or personal issues to be discussed
Instant exchange of ideas/ views
Immediate feedback can be obtained
Team briefings - everyone gets the same message (although could be interpreted differently)
More likely to encourage buy in
Disadvantages of 2 way communication include…
- Relies on skill of communicator - may not be received as intended
- Unlikely to be written record
- Time consuming if people have to be seen individually
- Difficult to orcastrate if people in different locations
- Technology could be subject to technical issues
Letters/memos - pros & cons
Pro
Written record
Can compose at leisure
Good for long, complex messages
Cons
Delay before delivered
No immediate feedback
May be misinterpreted if writing skills not good
Reports - Pros and cons
Pros
Written record
Good for large amounts of data
Good for policy/strategy issues
Cons
Often not read in full
Time consuming to produce
Meeting minutes - pros and cons
Pros
Written record
Good aide memoire
Give consistent view of what occurred at meeting
Cons
Usually a delay before are produced
Cirulars/ newsletters pros and cons
Pros
Economical way of contacting large numbers of staff or clients
Written record
Cons
Often not read properly
Can be seen as of little importance as generic
Little opportunity for feedback
Noticeboard pros and cons
Pros
Cheap
visable
Cons
Often ignored
No way to check they’ve been read
Info can become out of date
Not accessible for home working
Conference pros and cons
Pros
Motivating by getting people together
Deliver message to wide audience
Provides rewards and recognition
Cons
Expensive and time consuming
Content not specific to all attendees
Size restricts individual involvement/ activities
Email/ text pros and cons
Pros
Cheap
Quick
Good for sending large quantities of data
Good for communicating with lots of people simultaneously
Cons
Not suitable for sensitive info
May not be seen as important - “just another email”
Reliant on being read
1 way communication - could be misinterpreted
