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Internal and External Communications (internal communication (important…
Internal and External Communications
internal communication
important for
guiding, instructing, warning and encouraging workers
notice on table
manager asks worker
notice on board
telephone call
emailed memorandum
sign on a door
meetings
external communication
orders for goods from suppliers
sending information to customers about prices and delivery times
advertising goods or services
asking customers to pay bills on time
why does it have to work well?
important to the image and efficiency of a business
inaccurate information to the customer could lead to them buying product from another firm
the process of effective communication
1. transmitter/sender
the person who wants to pass on the information to others
2. medium of communication
a method for sending the message (letter/noticeboard)
3. receiver
the person to whom the message should be sent
4. feedback
when the receiver confirms that the message has been received and responds to it
one-way and two-way communication
one-way
does not require a response
receiver of message has no chance to reply or respond to the message
two-way
the receiver gives response to the message
could be just a confirmation or could be a discussion
advantages
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. the receiver feels more a part of this process
communication methods
choosing appropriate method
speed
is it important that the receiver gets the information quickly?
cost
is it important to keep costs down or is it more important to communicate effectively?
message details
how detailed is the message?
leadership style
is the leadership style a democratic one?
the receiver
who is/are the are the "target"
importance of a written record
if it is essential that a written record can be referred to at some time in the future, the, clearly verbal communication would be inappropriate
importance of feedback
if it is essential that the sender receives feedback, perhaps very quickly, then a direct verbal method of communication might be most appropriate
verbal communications
one-to-one
telephone conversations
video conferencing
meetings and team briefings
advantages
information can be given out quickly
opportunity for immediate feedback and two-way communication
the message is often reinforced by seeing the speaker
disadvantages
in a big meeting, there is no way of telling whether everybody is listening or has understood the mesage
it can take longer to use verbal methods when feedback occurs to use a written form of communication
when an accurate and permanent record of the message is needed, such as a warning to a worker, a verbal method is inappropriate
written communication
business letters
used for either internal or external communication
memorandum
written messages often used internally
reports
detailed documents about a particular problem or issue
often produced by experts working in the business
notices
display information which is open to everyone
no certainty they're read
faxes
written messages sent to other offices by electronic means (telephone lines)
text messages
quick and convenient communication with others
record of the communication exists, until it is deleted
email and social networking sites/twitter
written messages can be sent between two or more people with computing facilities
advantages
there is "hard" evidence of the message which can be referred to in the future
essential for certain messages involving complicated details which might be misunderstood
a written message can be copied and sent to many people, which is more efficient than telephoning (verbal communication)
electronic communication is a quick and cheap way to reach a large number of people
disadvantages
direct feedback is not always possible (two-way communication is difficult)
it is not so easy to check that the message has been received and acted upon
the language used can be difficult to some receivers to understand
there is no opportunity for body language to reinforce message
visual communication
films, videos,powerpoint
to help train new staff or inform sales people about new products
posters
can be used to explain a simple but important message by means of a picture or cartoon
charts and diagrams
can be used in reports/letters to show numerical data or the simplification of complicated ideas
photos and cartoons
used to add variety, colour and humour to a message
advantages
present information in an appealing and attractive way
used to make a written message clearer by adding charts or diagrams to illustrate the point being made
disadvantages
no feedback and the sender of the message may need to use other forms of communication to check that the message is understood
charts and graphs are difficult for some people to interpret
the direction of communications
downward communication
managers
to
subordinates
used for instructions or statements on important business decisions
does not allow for feedback
upward communication
subordinates
to
managers
feedback can be an essential part of effective communication
subordinates should not be afraid of contributing to discussions or meetings
horizontal communication
or lateral communication
same level of an organisation communicate with each other
information and ideas can be exchanged at both informal and formal meetings
communication barriers
sender
poor attitude/body language wrong
unclear message
message too long
send to wrong person
medium
too many people pass on the message
message may be lost
wrong channel used
technical breakdown
receiver
lack of trust
poor attotude
does not listen
feedback
unclear
not asked for
not sent