Chpater 2.4 Internal And External Communication

Question 1

Communication

Answer 1

Transferring of a message from the sender to the receiver

Question 2

Internal communication

Answer 2

Between members of the same organisation(every communication is being specified into external and internal)

Question 3

External communication

Answer 3

Between the organisation and other organisation or individuals(every communication is being specified into external and internal)

Question 4

What does an effective communication involves

Answer 4

• 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)

Question 5

One-way communication

Answer 5

Involves a message which does not require feedback

Question 6

Two-way communication

Answer 6

Is when the receiver gives a response to the message received.

Question 7

Downward communication

Answer 7

Messages from managers to subordinates (from top to bottom of an organisation structure)
(Gives aims/missions, form of motivation for workers)

Question 8

Upward communication

Answer 8

Messages/feedback from subordinates to managers (bottom to top of an organisation structure)

Question 9

Horizontal communication

Answer 9

Occurs between people on the same level of an organisation structure (ex between managers-finance manager and product manager)

Question 10

Advantages of two way communication

Answer 10

• receiver can tell the sender that they have understood the information
• chance to ask for more information
• allows receiver to contribute ideas(contribute-motivation)

Question 11

Methods of communication

Answer 11

• verbal
• visual
• written

Question 12

Examples of verbal communication methods

Answer 12

• telephone conversation,
• face-to-face conversation,
• video conferencing
• , meetings

Question 13

Advantages for verbal communication

Answer 13

• 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

Question 14

Disadvantages for verbal communication

Answer 14

• feedback from receiver slows down the process
• no written record of the message
• cannot be guaranteed that everyone is listening

Question 15

Examples of written (communication)methods

Answer 15

• letters
• memos
• text-messages
• reports
• e-mail
• social media
• faxes
• notices
• signboards

Question 16

Advantages for written methods

Answer 16

• there is a written record of the message
• can be easily send to many people
• email and fax are quick and cheap

Question 17

Disadvantages for written methods

Answer 17

• 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

Question 18

Examples of Visual (communication)method

Answer 18

• diagrams
• charts
• videos
• presentations
• photographs
• posters

Question 19

Advantages for visual method

Answer 19

• interesting (in comparison to the long and boring letters)

- information can be more clearly informed(video instructions can be clearer than letter instruction-practical)

Question 20

Disadvantages for visual method

Answer 20

• no feedback

- some people may find it difficult to understand/ read

Question 21

Factors that affect the choice of an appropriate communication method

Answer 21

• 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)

Question 22

Formal communication

Answer 22

Is when messages are sent through established channels using professional language((reports, emails , memos , official meetings, notices in notice board)

Question 23

Informal communication

Answer 23

Is when information is sent and received casually with the use of everyday language (staff briefing)

Question 24

Communication barriers

Answer 24

Factors that stop ‘effective communication’ of messages

Question 25

Examples of communication barrier (problems with the sender)

Answer 25

• 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

Question 26

How can the communication barrier (problems with the sender)be overcomes

Answer 26

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

Question 27

Examples of communication barrier (problems with the medium)+how to overcome it

Answer 27

• 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

Question 28

Examples of communication barrier(Problem with the receiver)+how to overcome it

Answer 28

• 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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