Chapter 9 Internal and external communication Flashcards
Definition of communication
Transferring of a message from a sender to a receiver who understands the message
What is a message
Information or instructions being passed by the sender to the receiver
What is internal communication
Communication between members of the same organisation
What is external communcation
Between the organisation and other organisations or individuals
Who is the transmitter/sender
Who is the receiver
Person who starts the process of sending a message off.
Person who receives the message
What is the medium of communication
Method used to communicate the msg
What is feedback
Reply from the receiver which shows whether the message has arrived, been understood, or acted upon
What is the process of effective communication (steps)
Transmitter/sender
Medium of communication
Receiver
Feedback
What is one-way-communication
Involves a message which does not call for or require a resp
What is two-way-communication
Adv
Receiver gives a response to the message and there is a discussion about it.
adv:
More clarity to sender (if msg has been received, acted upon, etc)
Both people are involved in comm process - receiver feels more involved and feels like they are valued. Can lead to an increase in motiv.
What are the communication methods
Verbal methods of communication - sender of the message speaking to the receiver.
Written - emails, letters, notices, etc. Sender of the message is writing to the receiver.
Visual - diagrams, charts and videos.
way to rem for myself - VVS became VVW even tho he an L
Factors that affect the method of communication
explain each
Speed - how fast the message has to be delivered and responded to
Cost - is it important to keep costs down or is it more important to communicate effectively, regardless of cost. eg: customers need to be made aware of a defect with the product.
Message - how detailed the message is. More detailed or technical may require visual, etc.
Leadership style - Democratic (2 way) or Aristocratic (1 way)
Receiver - Who the receiver is, how many, etc.
Importance of a written record - if it is essential that a written record can be referred to at some time in the future
Importance of feedback - if it is essential that the sender receives feedback or how quick the feedback should be given
Adv and disadv of verbal comm
adv:
quick
can get instant feedback
The message is often reinforced by seeing the speaker - body lang, facial expression, etc
Disadv:
Don’t have an accurate and permanent record of the message
If meeting is very big hard to tell if everyone understood or paid attention
Types of written comm
Explain
Memos - written messages used only internally.
Business letters - written messages used internally and externally
Reports – detailed documents about a particular issue or problem
Notices pinned on boards – these are used to display information which is open to everyone. Rarely used
Text messages
Email and social networking sites
Adv and disadv of written comm
Adv:
hard evidence of comm for the future
A written message can be copied and sent to many people.
Electronic communication is a quick and cheap way to reach a large number of
people.
Disadv:
Direct feedback not alw poss
Not so easy to check that the message has been received and acted upon as with verbal messages
Lang can be hard to understand
Can’t use body lang to reinforce message.
What are some visual comm methods
Films, videos, ppts - Used within business to train new staff, inform ab sales of new prodcts, etc.
Posters - can be used to explain a simple but important message by means of a picture or cartoon
Charts and diagram - good for technical and numerical data
Photographs and cartoon - Add humor to msg and make it more interesting.
Adv and disadv of visual communication
Adv:
can present info in an appealing and creative way
Can make a written image clearer by using a diagram/chart
Disadv:
No feedback from receiver
Graphs or charts could be hard to interpret
What is formal communication
is when messages are sent through established channels using professional language
What is informal communication
is when information is sent and received casually using everyday language.
What is a communication barrier
are factors that stop effective communication of messages.
What is effective communication
This means that the information or message being sent is received, understood and acted upon in the way intended
Barriers of communication with sender
Poor attitude/body lang
unclear message
message is too long
sent to wrong person
Barriers of communication of receiver
Lack of trust
poor attitude
doesn’t listen
Barriers of comm with the comm method
Too many people pass on message
Message could get lost
Wrong channel used
Technical issues
