Lesson 9 - Internal and External Communication

Question 1

Define Communication

Answer 1

Communication is the transferring of a message from the sender to the receiver who understands the message

Question 2

Define Message

Answer 2

The Message is the Information or instructions being passed by the sender to the receiver.

Question 3

Define Internal communication

Answer 3

Internal communication is between members of the same organisation.

Question 4

Define External communication

Answer 4

External communication is between the organisation and other organisations or individuals.

Question 5

Define The Feedback

Answer 5

The feedback is a response from the receiver to a source to indicate that a message has been received or understood.

Question 6

Why does external communication need to work well

Answer 6

It is very important to the image and efficiency of the business.

Question 7

Define one-way communication

Answer 7

Involves a message which does not call for or require a response.

Question 8

Define two-way communication

Answer 8

Two-way communication is when the receiver gives a response to the message and there is a discussion about it.

Question 9

List 2 Advantages of Two-way communication

Answer 9

1. Receiver feels as part of the message

2. More effective

Question 10

Define Effective communication

Answer 10

Effective communication means that information sent by a source is received and recipient provides feedback.

Question 11

List 3 methods of communication

Answer 11

• Verbal methods
• Visual methods
• Written methods

Question 12

7 factors in choosing method of communication

Answer 12

• Speed
• Costs
• Details
• Leadership styles
• Receiver
• Importance of written record
• Importance of feedback

Question 13

List 3 ways of verbal communication

Answer 13

• Telephone
• Meeting and team briefings
• One to one talks

Question 14

List 2 Advs of verbal communication

Answer 14

1. There is opportunity for immediate feedback and 2 way communication
2. Information can be given out quickly. It is efficient in large number of people.

Question 15

List 2 Disadvs of verbal communication

Answer 15

1. In a big meeting there is no way to tell if everyone understood the message
2. When an accurate and permanent record of the message is needed, such as a warning to a worker, a verbal method is inappropriate.

Question 16

List 6 ways of written methods

Answer 16

• Business letters -should follow set structure
• Memos - written messages used only internally
• Reports-detailed documents about a problem
• Notices - Information open to everyone however no certainty they are read
• Text messages
• Email

Question 17

List 3 Advantages of written methods

Answer 17

• Electronic messaging is a quick and cheap way to reach a large number of people
• There is ‘hard’ evidence of the message which can be referred to in the future.
• A written message can be copied and sent to many people.

Question 18

List 2 Disadvantages of written methods

Answer 18

• There is no opportunity for body language to reinforce the message
• It is not easy to check if the message has been received and acted upon this can be done with email as a ‘please acknowledge’ function can be setup .

Question 19

List the visual methods

Answer 19

• films,videos,powerpoint presentations - train new staff or inform sales people about new products.
• posters - used for simple but important messages such as not turning off lights.
• Charts and diagrams - Used in reports or letters
• Photographs and cartoons - these can be used to add variety, colour and humour to a message.

Question 20

List 2 Advs of visual methods

Answer 20

1. They can present information in an appealing and attractive way
2. They can be used to make a written message clearer by adding a chart or diagram to illustrate the point being made.

Question 21

List 2 Disadvs of visual methods

Answer 21

1. There is no feedback and the sender of the message needs to use another form of communication to check that the message is understood.
2. Charts and graphs are too difficult for some people to understand.

Question 22

Define Formal communication

Answer 22

Formal communication is when messages are sent through established channels using professional language

Question 23

Define Informal communication

Answer 23

Is when information is sent and received casually with the use of everyday language.

Question 24

Problems with sender and how to overcome them

Answer 24

1. Language is too difficult to undertsandd = Sender should ensure that language is understandable
2. The message is long and has too much details = Message should be short and brief to be understood.

Question 25

Problems with the medium and how to overcome them

Answer 25

1. Breakdown of the medium = Other forms of communication should where possible be available.
2. No feedback is received

Question 26

Problems with the receiver and how to overcome them

Answer 26

1. They might be not listening or paying attention = The importance of the message should be emphasized, receiver should be asked for feedback.
2. Receiver may not like or trust sender = There should be truth between S and R.

Question 27

Problems with the feedback and how to overcome them

Answer 27

1. There is no feedback = perhaps no feedback was asked for
2. It is received to slowly or distorted = Direct lines of communication between subordinates and managers must be available