The importance of effective communication

Question 1

Communication -
Big types (2)

Answer 1

• is a message from one person to another
  1. Internal
  2. External

Question 2

Internal communication -

Answer 2

• relates to how messages are sent and received by employees.

Question 3

Types of communication (2)

Answer 3

1. Written
2. Verbal

Question 4

Written communication:

Answer 4

There are many forms of written communication, such as emails, memos, letters and reports.
The volume of written communication is likely to increase, as the size of the organisation increases. In a tall hierarchical structure, written communication from top to bottom of a chain of command is likely to be slow.

Question 5

Verbal communication: (tall vs flat)

Answer 5

1. This includes face-to-face communication, teleconferencing, as well as telephone calls.
   Within tall, hierarchical organisations, verbal messages can get distorted or lost. Communication may be slow.
2. In flat organisations, the personal contact can be motivating for subordinates and informing for managers. Upward verbal communication is much easier in a flat organisation, due to there being less layers in the hierarchy.

Question 6

Why is communication important (3)

Answer 6

1. Provides and collects information about the business
2. Gives instructions
3. Ensures all workers are working towards the same goal

Question 7

Effective communication (3)

Answer 7

1. The message sent must be clear
2. The choice of medium, i.e. how the message will be sent, needs to be correct
3. The receiver needs to understand and, when appropriate, act upon the message and possibly feedback

Question 8

Excessive communication -

Answer 8

• the opposite of having insufficient communication within an organisation is excessive communication, whereby staff are overloaded with messages.

Question 9

Barriers to effective communication (6)

Answer 9

1. The type of language used may be inappropriate (jargon or technical language not easily understood).
2. Too much noise (too many people speaking at once; line interference).
3. Too much information (which causes information overload).
4. Emotions (are often difficult to read, particularly in written messages such as emails; this may result in the message not being understood appropriately).
5. The message may become distorted (for example in a tall, hierarchical organisation the original message may change or not get through at all).
6. Inconsistency (If people receive conflicting or inconsistent messages, they may be ignored or blocked; therefore important actions may not take place).

Question 10

Rules for good communication (4)

Answer 10

1. Clear message (use appropriate medium)
2. Simple message (succinct and to the point)
3. Up to date information
4. Feedback (if possible to clarify the message)

Question 11

Poor communication:

Answer 11

Without effective communication, excessive or insufficient communication may occur. This will result in the message not being communicated correctly.