Chapter-9 Flashcards
Internal and external communication
What is internal communication?
Internal communication occurs within the business between employees, managers, and departments. It involves sharing information, giving instructions, and discussing business activities.
What is external communication?
External communication happens between the business and external stakeholders like customers, suppliers, and government agencies. It includes selling products, handling complaints, and complying with regulations.
What is communication media?
Communication media are the methods used to communicate a message.
What is feedback in communication?
Feedback is the receiver’s response to a message.
What makes communication effective?
1) The message is sent using the correct communication media.
2) The message is sent to and received by the right person.
3) The receiver understands the message.
4) The receiver provides feedback to confirm they have received and understood it.
What are the benefits of effective communication for businesses?
1) Reduces mistakes: Ensures messages are understood, preventing errors.
2) Faster decision-making: Limits recipients, speeding up the process.
3) Quicker market response: Enables timely adaptation to market changes.
4) Better coordination: Helps departments align their actions.
5) Higher morale and motivation: Informs and involves employees.
6) Stronger customer relationships: Keeps customers updated and engaged.
What is two-way communication ?
The receiver is allowed to respond to the message and the sender listens to the response.
What are the benefits of oral communication?
1) Personal contact between sender and receiver.
2) Allows immediate feedback.
3) Language can be tailored to the receiver.
What are the limitations of oral communication?
1) No permanent record.
2) Receiver might not listen or hear correctly due to noise.
What are the benefits of written communication?
1) Provides a permanent record.
2) Can be referred to multiple times for understanding.
3) Can be sent to many receivers.
What are the limitations of written communication?
1) No personal contact.
2) Slower feedback.
3) Might not be understood due to complex language or lengthy messages.
4) Time-consuming for both sender and receiver.
What are the benefits of electronic communication?
1) Quick.
2) Permanent record for future reference.
3) Can be sent to many receivers at once.
4) Can create interesting messages (e.g., company websites).
What are the limitations of electronic communication?
1) Not everyone has access to necessary equipment.
2) Equipment and software can be expensive.
3) No personal contact (except in video conferencing).
4) Risk of losing confidentiality.
What are the benefits of visual communication?
1) Simplifies complex data.
2) Creates interest and grabs attention.
3) Often remembered by receivers, especially if moving images are used.
What are the limitations of visual communication?
1) Some detail might be lost.
2) Different receivers might interpret information differently.
What factors should a business consider when choosing the best method of communication?
1) Cost of media: Letters are more expensive due to postage; however, emails, text messages, and phone calls require investments in equipment and service fees.
2) Written record: If a record is important, written communication (letters, memorandums, reports) or electronic methods (emails, texts) are necessary.
3) Discussion requirement: Methods like meetings, phone calls, and video conferencing are best for messages requiring discussion or debate.
4) Confidentiality: Confidential messages should be communicated using personal letters or similar secure methods.
5) Urgency: Urgent messages are better delivered through telephone calls or face-to-face conversations rather than letters.
6) Length and complexity: Complex messages should be written so that the receiver can review them for better understanding.
7) Audience size: Letters are effective for reaching many people, but emails can also be suitable depending on the message’s purpose.
8) Distance between sender and receiver: Communication over long distances can be done via email, phone, or letters, depending on urgency and access.
9) Simultaneous receipt: Meetings ensure all receivers get the same message at once; otherwise, letters or emails can be used for mass communication.
What are the advantages of letters?
1) Written record
2) Confidential
What are the disadvantages of letters?
1) Postage costs
What are the advantages of memorandum?
1) Written record
What are the disadvantages of memorandum?
1) Only used for internal communication
What are the advantages of Email and Text Messaging?
1) Written record
What are the disadvantages of Email and Text Messaging?
1) Cost of equipment
2) Might not be confidential
What are the advantages of Telephone?
1) Can discuss message to ensure understanding
What are the disadvantages of Telephone?
1) Cost
2) Not face to face
What are the advantages of Meetings?
1) Everyone gets the same message
2) Allows for discussion and feedback
What are the disadvantages of Meetings?
1) Time-consuming
2) Costly if people have to travel
3) No written record unless minutes are taken
What are the advantages of Interviews?
1) Confidential
2) Allows for discussion and feedback
What are the disadvantages of Interviews?
1) Time-consuming
2) No written record unless minutes are taken
What are the advantages of Video-conferencing?
1) Reduces travel cost
2) Less time-consuming as no need to travel
What are the disadvantages of Video-conferencing?
1) Cost of equipment
2) Problems with different time zones
What are the advantages of Charts and Diagrams?
1) Information is easier to understand
What are the disadvantages of Charts and Diagrams?
1) Loses some of the detail
What are the causes of barriers to effective communication?
1) Problems with the channel of communication -
i) Wrong medium used (e.g., using the telephone for complex technical information).
ii) Language used is too complex or technical.
iii) Too much information in one message.
iv) The communication channel is too long.
2) Problems between senders and receivers -
i) Lack of trust and respect
between sender and receiver.
ii) Demotivated workers not listening properly.
iii) Poorly disciplined workers failing to pass on messages.
3) Problems with the physical environment -
i) Too much noise between sender and receiver.
ii) The distance between sender and receiver, making face-to-face communication difficult, though methods like video-conferencing help reduce this barrier.
What are the problems caused by barriers to effective communication in businesses?
1) Tasks not completed or done incorrectly -
i) Leads to reduced productivity
ii) Increased waste
iii) Higher costs
iv) Lower profitability
2) Damage to the business reputation -
i) Customers may take their business elsewhere if orders are late or incorrect.
3) Decreased worker morale and motivation -
i) Results in lower productivity
ii) Poor quality
iii) Absenteeism
iv) Higher labor turnover
v) Increasing costs
vi) Reducing profitability.
4) Higher risk of workplace accidents -
Poor communication of health and safety procedures can lead to accidents, lower output, fines, and compensation costs.
5) Poor sales -
i) Ineffective communication of advertising or promotional messages
ii) Reduces consumer purchases.
6) Recruitment and selection issues -
i) Poorly written job descriptions or advertisements
ii) May result in attracting unsuitable candidates
iii) Increasing recruitment costs and inefficiency.
What are the ways of reducing and removing communication barriers?
1) Use appropriate language -
i) Choose simple words and avoid complex technical terms, ensuring that the receiver understands the message.
2) Keep the communication channel short -
i) Reduce the number of people the message passes through to prevent distortion.
3) Request feedback -
i) Ensure the sender receives feedback to confirm the message has been received and understood correctly.
4) Choose the appropriate medium -
i) Select the most suitable communication method, for example, avoid sending complex instructions via text message.
5) Eliminate physical barriers -
i) Remove distractions like noise; if needed, move to a quieter environment to ensure clear communication.
6) Build a culture of trust and respect -
i) Management should foster trust and respect between employees to enhance effective communication.
