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Chapter 9: Internal and external communication - Coggle Diagram
Chapter 9: Internal and external communication
Choosing appropriate method
Leadership style
democratic: two-way verbal communication methods
autocratic: one-way communication methods
The receiver
one person / next-office workers: one-to-one conversation
many people: email, notice board, meeting
Message details
ex: technical plans, figures - written or visual forms
Need for written record
ex: legal contacts, receipt of new orders
Cost
important to keep cost down or important to communicate effectively, depend on situation
Need for feedback
ex: have the customer paid for the goods yet?
Speed
ex: a manager from a foreign branch need to be told about the canceled meeting before he catches the flight
Communication methods
Verbal
face-to-face, one-to-one talks, meetings (sender-receiver) | telephone conversations | video conferencing | meetings and team briefings
Advantages
quick send out
efficient way in case of many people
immediate feedback and two-way communication
message is reinforced by the speaker's body language
Disadvantages
hard to tell whether everyone got the message (in large meetings)
no permanent record
not good for accurate messages
Visual
Films, videos | Posters | Charts and diagrams | Photographs and cartoons
Advantages
appealing and attractive
make written messages clearer, to illustrate the point
Disadvantages
no feedback
hard to tell whether the message has been understood
charts and graphs are sometimes difficult to read
Written
Business letters | Memos | Reports | Notice boards | Text messages | Email, social networking sites
Advantages
'hard' evidence
easy to explain complicated messages
can be copied and re-send to many people
quick and cheap
Disadvantages
might lead to many e-mails, information overload
two-way communication is difficult
hard to check if message has been received
no body language to emphasize message
Formal communication
when messages are sent through established channels using professional language
ex: manager and worker
Informal communication
when information is sent and received casually using everyday language
ex: friend and friend | colleague or coworker
Communication barriers
factors that stop effective communication of message
Sender
poor attitude / body language wrong
unclear message
message is too long
wrong receiver
Medium
too many people pass on message
message may be lost
wrong channel used
technical breakdown
Receiver
lack of trust
poor attitude
does not listen
Feedback
not sent
unclear
not asked for
Effective communication in business
Communication
the transferring of a message from the sender to the receiver, who understands the message
One-way communication
involves a message which does not call for or require a response
Two-way communication
when the receiver gives response to the message and there is a discussion about it
Advantages
Clear message → easy to understand
receiver feels more a part of this process → motivate factor
Message
the information or instructions being passed by the sender to the receiver
Process
Transmitter
or
sender
the people starting off the process by sending the message
Medium
the method used to send a message. Ex: letter, meeting, etc.
Receiver
the person who receives the message
Feedback
the reply from the receiver which shows whether the message has arrived, been understood and, if necessary, acted upon
Internal communication
between members of same organisation
Examples
manager asks a worker
letter written to an employee
External communication
between the organisation and other organisations or individuals
Examples
orders for goods from suppliers
asking customers to pay for bills
advertising goods or services
Importance
helps to foster a good working relationship with the employees
minimizes the serious consequences
builds strong relationships with clients and suppliers