Chpater 2.4 Internal And External Communication Flashcards
Communication
Transferring of a message from the sender to the receiver
Internal communication
Between members of the same organisation(every communication is being specified into external and internal)
External communication
Between the organisation and other organisation or individuals(every communication is being specified into external and internal)
What does an effective communication involves
- a transmitter/sender
- a medium of communication (letter, telephone, notice board, e-mail, text)
- receiver
- feedback/response (ensures info is correctly received by the right person and acted upon if necessary)
One-way communication
Involves a message which does not require feedback
Two-way communication
Is when the receiver gives a response to the message received.
Downward communication
Messages from managers to subordinates (from top to bottom of an organisation structure)
(Gives aims/missions, form of motivation for workers)
Upward communication
Messages/feedback from subordinates to managers (bottom to top of an organisation structure)
Horizontal communication
Occurs between people on the same level of an organisation structure (ex between managers-finance manager and product manager)
Advantages of two way communication
- receiver can tell the sender that they have understood the information
- chance to ask for more information
- allows receiver to contribute ideas(contribute-motivation)
Methods of communication
- verbal
- visual
- written
Examples of verbal communication methods
- telephone conversation,
- face-to-face conversation,
- video conferencing
- , meetings
Advantages for verbal communication
- quick and efficient
- opportunity for an immediate feedback(2 way communication)
- speaker can reinforce the message by his body language, tone etc to influence the listensers
Disadvantages for verbal communication
- feedback from receiver slows down the process
- no written record of the message
- cannot be guaranteed that everyone is listening
Examples of written (communication)methods
- letters
- memos
- text-messages
- reports
- social media
- faxes
- notices
- signboards
Advantages for written methods
- there is a written record of the message
- can be easily send to many people
- email and fax are quick and cheap
Disadvantages for written methods
- readers may find it long and boring(disinterested)
- feedback may not always be possible
- cannot ensure that message has been received
- no body language to reinforce message
Examples of Visual (communication)method
- diagrams
- charts
- videos
- presentations
- photographs
- posters
Advantages for visual method
- interesting (in comparison to the long and boring letters)
- information can be more clearly informed(video instructions can be clearer than letter instruction-practical)
Disadvantages for visual method
- no feedback
- some people may find it difficult to understand/ read
Factors that affect the choice of an appropriate communication method
- speed (if receiver need to get information quickly-telephone call/text message)(speed not important-letter/email)
- cost(keep costs down-letter/face-to face meeting)(or else telephone/posters)
- message details (message very detailed-writte/visual methods)
- leadership style(democratic style would use two way communication-verbal mediums)(autocratic -notices/announcements)
- receiver(only few number of receiver-face to face meet/telephone)(all staff-notice/email)
- importance of a written record(legal document/receipts-written methods)
- importance of feedback (feedback important , for a quick query-direct verbal/written method)
Formal communication
Is when messages are sent through established channels using professional language((reports, emails , memos , official meetings, notices in notice board)
Informal communication
Is when information is sent and received casually with the use of everyday language (staff briefing)
Communication barriers
Factors that stop ‘effective communication’ of messages
Examples of communication barrier (problems with the sender)
- difficult language is used
- sender speaks too quickly or not clear enough
- sender sends the wrong message or sends it to the wrong receiver
- message too long and too much detail prevents the main points being understood
How can the communication barrier (problems with the sender)be overcomes
Language-ensure message uses language which is understandable, use of jargon/terms which are too technical should be avoided.
Speaks too quickly/not clear enough-should make the message as clear as possible, feedback should be asked for to ensure message is being understood
Sender sends wrong message/wrong receiver-make sure that the right person is receiving the right message
-message too long, prevents main point to be understood-message should be as brief as possible
Examples of communication barrier (problems with the medium)+how to overcome it
- message may be lost so the receiver does not see it-insist on feedback, no feedback then sender can assume that the message was lost
- wrong channel has been used(important message put on a notice board which most people did not read)-must select appropriate channel for each message sent
- message sent down a long chain of command, original meaning of the message may be lost, distorted-shortest possible channel should be used
- no opportunity for feedback-sender uses a one-way communication channel which does not allow receiver to contribute ideas
- breakdown of the medium (computer failure)-other forms of communication should be made available
Examples of communication barrier(Problem with the receiver)+how to overcome it
- they might not be listening or paying attention -importance of message should be emphasised , should be asked feedback to ensure understanding
- receiver may not trust the sender, unwilling to act upon his or her message-should be trust between them for effective communication, another sender should be used who is respected by the receiver
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