Communication Flashcards
communication importance
- reduction in the number of mistakes made - reduced costs and saved money
- sense of belonging + involvement if the communication is clear and effective
- can be a marketing tool for the business if communication reaches its target market successfully through higher sales - business generate more income
- if the communication can take place quickly and effectively = enhanced decision making process
= business able to progress and be more competitive
communication involves
the transmission of information from one person to another
= can take many forms
= can be transmitted in many ways
involves; the message whoever sends the message/information the form of how its transmitted i.e. sound or visually the reciever
one-way communication
usually as an ORDER
person has no right to reply
- no pressure on the sender to justify whats being communicated
X - less reliable as there is no feedback to the message
X - reciever may get frustrated - its an order
two-way communication
both a talker and reciever for the message
- effective and reliable as the reciever can gain feedback and clarification
- reciever feels involved because they can seek clarification
X - takes longer time
X - pressure on talker to explain whats being said
formal communication
how infromation is communicated
made clear what type of communication in the induction process
- sales figures or employees details are formal communication examples
- business legalities are in formal language i.e. contracts, formalised layouts
- type of language that is used to who someone speaks to or the media thats used to communicate
- many businesses use an established procedure for answering the phone or layouts to emails or letters
= also used for communication with staff up the heirarchy
= format for requesting holidays, appraisals, training, time off etc.
informal communication
little to no established rules for how communication takes place
applies to the type of language used
the procedures for communication
and the how such information is communicated
no strict programme for communication and no rules to how this communication should take place
information type and language thats passed on is unique to the people involved in the communicating i.e. nicknamesor slang
open communication
use of language that will be understood by the vast majority of the population
- free of technical language and jargon
important if the business intends to reach a large audience because by using langauge that not many can understood will mean less people will understand what theyre trying to achieve/say
^^^^^^^^ common in marketing
clear message better than a detailed complicated message
open communication is required for communication within stakeholders - interal stakeholders then closed communication can be used but for external stakeholders then open communication is required
closed communication
have its own language for within the business
will be understood by those within the business but not by anyone outside the business
can be in the form of slang or abbreviation to save time
can also include formal language relating to the business
vertical communication
communication from MANAGEMENT to EMPLOYEES on the shop floor - can also take place upwards too i.e. information about production or consumer reactions to a product or service
any communication between the different business layers = vertical communication UP + DOWN THE HEIRARCHY
can even be just the day-to-day discussions between management an those implementing the business strategies
- employees can feel involved being able to communicate with the different levels
- help alleviate any frustrations in the working space
horizontal communication
communication between people on the same level of the organisational structure
i.e. communication between 2 employees involved in the R+D of a product or 2 employees discussing a marketing plan for anew advert etc. - ACROSS THE HEIRCARCHY
channels and networks of communication
will vary because of the:
- type of leader
- the size of the business
- the employees experience
- the type of organisational structure
no set rule on which should be used
more CENTRALISED the structure = the more likely it is to use WHEEL or CHAIN network
WHEEL NETWORK
someone in the muddle and people around it (like a star)
has the leader, chief of executives or board of directors in the centre.
all communication goes through the leader - centralised
^^^^^ enables leader to keep in touch with everything that is taking place within the business
can discourage employee initiative and responsibility - leader involved with ALL COMMUNICATION
also, NOT ASSOCIATED WITH DELEGATION
CHAIN NETWORK
person at the top and it goes down to who their responsible for
assosciated with a formal and vertical heriarchy
communications are up and down the heirarchy but its much more likely that it will be sent down the heirarchy more.
large organisations usually use this type (civil service)
lack of opportunity for those at the bottom to feel involved or be able to communicate with the higher levels of the heirarchy directly
communication lost as it travels through the layers
2 way communication then will take a while to get places as the message has to travel through every layer
CIRCLE NETWORK
everyone is equal round the perimeter of the circle
a restricted network of communication
can take place between employees -usually within the department or on the same level of a heirarchy
2 way - time consuming
ALL NETWORKS
has no set route
allows for communication between anyone within the business - informal network
communication is quicker - those who need to communicate with each other can do it quickly without going through a formalised network process
appropriate for a small business - does not need a highly structures process of communication
communication media
refers to how the message is imparted to the receiever or recievers
email, face to face video, text message, mass communication on tv and radio, memo, telephone
- must bare in mind accuracy, speed, cost, formality
barriers to effective communication
SHANNON AND WEAVER’S THEORY OF COMMUNICATION
Technical barriers
- ability of the reciever to recieve the information being communicated ie. too much noise of trains to hear train message or message cant be read
Semantic barriers
- the reciever’s ability to understand whats being said
- closed communication used etc.
Effectiveness
-whether the information being communicated has been acted upon in an appropriate way
barriers to communication being effective
- the wrong medium being used ie. announcing redundancy on the large mic.
- the sender of the message not giving sufficient though or skill
- the ability of the reciever to read or understand the message importance
- body language ie. counteracting body language to a redundancy with a smile
- can be percieved wrong by the reciever not in the same way as the sender intended
- size of the business - more decentralisation the bigger it gets so reduced communication chains
- number of layers in the heriarchy - communication breaking down through the layers
- can pass on too much information
group norms
a set of rules which may be written, unwritten, spoken or just implied.
theyll vary depending on the type of group, type of people involved and the setting/environment
the rules or guidelines and standards that are expected in terms of behaviour within a group can vary enormously
implicit norms
where there is an ASSUMPTION that there is a set way to behave, operate or interact wth members in the group
explicit norms
where there is a written set of rules on such matters as to how to answer the phone, respond to a customer etc.
referred to as the CORPORATE APPROACH and are explained in the induction
a formal group having implicit/explicit norms
being in the workplace
groups have been set up deliberatley in order to ahcieve the objectives of the business or fulfil particular goals
this group will have a shared sense of purpose
membership in the group is functional, task orientated and usually have a specified leader
an informal group having implicit/explicit norms
where group may consist of friends and is usually formed for social occasions
less likely to be a leader
consensus happens in terms of agreement
why there might be consensus or individual conforms of group norms
depends on:
- whether theres a shared view within the group
- the extent to how much the individual needs the group
- the purpose of the group
- the formality of the group
==== a formal leader over time will become disliked whereas an informal leader will be liked by the group ==== the size of the group influences the level of contributions - the smaller the group - the higher the contributions from its members ==== those who contribute alot will initiate ideas
