Unit 9: internal and external communication Flashcards
Communication
the transferring of a message from a sender to the receiver.
Message
the information or instructions being passed by the sender to the receiver.
Internal communication
between member of the same organisation
External communication
between the organisation and other organisations or individuals. (Orders for goods from suppliers, sending prices information to customers, advertising).
Transmitter or sender
the person starting off the process of sending the message. He needs to choose the medium and the receiver carefully.
Medium of communication
the method used to send a message. (Letter, meeting)
Receiver
the person who receives the message.
Feedback
the reply from the receiver which shows whether the message has arrived, been understood and acted upon.
One-way communication
a message which does not require or call of a response.
Two-way communication
when the receiver gives a response to the message and there is a discussion about it. It has two main benefits:
It should become clear to the sender whether or not the person receiving the message has understood and acted upon it.
Both people are now involved in the communication process, so the receiver feels motivated and may make a real contribution to the topics being discussed.
How to choose the appropriate communication method?
Take into account: Speed, Cost, Message Details (if it’s too technical written and visual forms of communication are better), Leadership Style (if the leader wants to be democratic, two-way communication is better), Receiver (if it’s one person, one to one meeting are probably better), Importance of a written Record, Importance of feedback (if it’s essential, probably verbal method will be better).
Verbal communication
one to one talks, telephone conversations, video conferencing.
Advantages
It is quickly
Opportunity for immediate feedback
Message reinforced by body language
Disadvantages
In big meetings there is no way of telling whether everybody is listening or has understood the message.
It can take longer when feedback occurs
Inappropriate when a record is needed
Written communication
business letters; memos (written messages used only internally); reports (detail documents about an issue); notices pinned on boards; faxes; text messages; emails and social networking sites.
Advantages
Hard evidence that can be referred to in the future (reduced disagreements)
Essential for certain messages that might be misunderstood (safety measures)
Can be copied and sent to many people
Quick and cheap to reach many people
Disadvantages Direct feedback is not always possible Not so easy to check if the message has been received and acted upon If it is too long it might be confusing No opportunity for body language
Visual communication
films, videos and PowerPoints; posters; charts and diagrams; photographs and cartoons.
Advantages
Present information in an attractive way
Can be used to make a written message clearer
Disadvantages
No feedback
Charts and graphs might be difficult for some people to interpret
Formal communication
when messages are sent through established channels using professional language. (Noticeboard, reports, official meetings)
