Internal and External Communication (Chapter 9). Flashcards
What is communication?
Communication is the transferring of a message from the sender to the receiver, who understands the message.
What is a message?
A message is the information or instructions being passed by the sender to the receiver.
What are the three important things about a message or information being sent?
This means that the information or message being sent is received, understood and acted upon in the way intended.
What is internal communication?
Internal communication is between memebers of the same organisation.
Why would management suffer without communication?
The tasks of management in guiding, instracting, warning and encouraging workers would become impossible.
Give three examples of internal communication.
- ‘Please do not smoke in this area.’ (notice on a table).
- ‘How many hours did you work last week?’ (manager asks a worker).
- ‘Keep this door locked at all times.’ (sign on a door).
What is external communication?
External communication is between the organisation and other organisations or individuals.
What are four main examples of external communication?
- Orders for goods from suppliers.
- Sending information to customers about prices and delivery times.
- Asking customers to pay bills on time.
- Advertising goods or services.
Why is external communication important to businesses?
External communication is very important to the image and efficiency of a business.
FOR EXAMPLE: If a company communicates ineffectively with suppliers, it may be sent the wrong materials.
Effective communication involves the following four features:
- A transmitter or sender of the message.
- A medium of communication.
- A receiver of the information.
- Feedback.
What is a transmitter or sender?
The transmitter or sender of the message is the person starting off the process by sending the message.
What is the medium of communication?
The medium of communication is the method used to send a message.
What is the receiver?
The receiver is the person who receives the message.
What is feedback?
Feedback is the reply from the receiver which shows whether the message has arrived, been understood and if necessary, acted upon.
What is one-way communication?
One way communication involves a message which does not call for a require a response.
What is two-way communication?
Two way communication is when the receiver gives a response to the message and there is a discussion about it.
What are the two advantages of two-way communication?
- It should become absolutely clear to the sender whether or not the person receiving the message has understood it and acted upon it.
- Both people are now involved in the communication process. This may help to motivate the reciever.
What are the three forms of communication methods?
- Verbal methods of communication (speaking).
- Written methods of communication include letters and notices.
- Visual methods of communication include methods such as diagrams, charts, and videos.
There are several factors that the sender of a message should consider before choosing the most appropriate method to use to communicate with the receiver:
- Speed.
- Cost.
- Message details.
- Leadership style.
- The receiver.
- Importance of a written record.
- Importance of feedback.
What are the four methods of verbal communication?
- Face to face/ one-to-one talks/ meetings.
- Telephone conversations.
- Videos conferencing.
- Meetings and team briefing.
What are the three advantages of verbal communication?
- Information can be given out quickly.
- There is opportunity for immediate feedback and two way communication.
- The message is often reinforced by seeing the speaker.
What are three disadvantages of verbal communication?
- In a big meeting, there is no way of telling whether everybody is listening or has understood the message.
- It can take longer to use verbal methods when feedback occurs.
- When an accurate and permanent record of the message is needed, a verbal method is inappropriate.
Written methods of communication include the following:
- Business letters.
- Memorandums.
- Reports.
- Notices (no certainty that they are read).
- Text messages.
- Email.
What are the four advantages of written communication?
- There is hard evidence of the message which can be referred to in the future.
- It is essential for certain messages involving complicated details which might be misunderstood.
- A written message can be copied and sent to many people.
- Electronica communication is quick and cheap way to reach a large number of people.
What are the four disadvantages of written communication?
- Direct feedback is not always possible.
- It is not so easy to check that the message has been received and acted upon as with verbal messages.
- The language used can be difficult for some receivers to understand.
- There is no opportunity for body language to be used to reinforce the message.
Visual methods of communication include the following:
- Films, videos, and Microsoft PowerPoint displays.
- Posters.
- Charts and diagrams.
- Photographs and cartoons.
What are the two advantages of visual communication?
- These methods can present information in an appealing and attractive way.
- They can be used to make a written message clearer by adding a chart or diagram to illustrate the point being made.
What are the two disadvantages of visual communication?
- There is no feedback and the sender of the message may need to use other forms of communication.
- Charts and graphs are difficult for some people to interpret.
What is informal information?
Informal information is when information is sent and received casually using everyday language.
What is formal communication?
Formal communication is when messages are sent through established channels using professional language.
What are communication barriers?
Communication barriers are factors that stop effective communication of messages.
What are the four parts of any successful communication?
Sender, receiver, medium used and feedback.
