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AL Chapter 9 - Business Communication - Coggle Diagram
AL Chapter 9 - Business Communication
Purposes of Business communication
Give instructions
Gain information from customers about what they expect from a business
Inform customers about the products or services that the business offers
Methods of communication
Choices are effected by the type of information that is being communicated, whether it is within a business or between organisations, how many people are involved...
Written communication
Letters, reports, notice boards
Advantages: permanent record of the communication, detailed information given
Disadvantages: communication takes time, could be not read, hand written are not always legible, could be misinterpreted
Spoken communication
Meetings, telephone
Advantages: allow interaction, instant feedback, questions asked
Disadvantages: time consuming, divert focus, reactions not visible, record not kept
Communication by email
Websites, video conferencing, mobile phones
Advantages: fast and global, detailed, low costs, saves time, 24 hours
Disadvantages: information overload, less formal, undermine ability, physical samples not possible, cant control who sees it
Channels of communication
Horizontal and vertical communication
Horizontal is when information is passed between people on the same level of the business hierarchy
Vertical is when information is passed from one level down or up, down is usually passing orders, up is usually feedback
One way and two way communication
One way feedback is used in passing orders, or when a response is not required
Two way feedback is when you pass orders but feedback is expected
Problems associated with different channels of communication
One way communication is associated with passing down from the top to the bottom of the business, this can prevent the passing of good ideas
Two way communication avoids the loss of ideas, but takes time
Information might be exchanged between departmental mangers, but should be restricted to information actually required for that department
Vertical communication can become difficult and time consuming if there are several levels in which information must pass
Barriers to effective communication
Inappropriate medium
It wouldn't be appropriate to put a message on a noticeboard saying 5 people will be made redundant, a face to face meeting will be more appropriate
Information overload
Important messages overlooked if too much information is received
Too many stages
Tall organisations have many stages in which messages must pass through, this can cause distortion of the original message
Noise
Consists of noise from machinery or other conversations taking place, prevents messages being heard
Language
Inappropriate use of technical language prevent the understanding of what is happening
Attitudes, perceptions, emotions
Interpretations of a message depend on how we feel emotionally when we receive the message
How to overcome barriers
Understand your audience, think about messages conveyed, what options are available, have feedback available
Role of management in facilitating communication
Management must determine the corm of which communication will take to ensure that it is effective
Communication networks
Wheel networks
Not useful if one person is in control of the information, and communication isn't needed
The person at the centre is the leader and will pass information to all those involved
Circle networks
Information isn't freely exchanged, each person is in contact with 2 others
Chain networks
Follow a hierarchical structure
Communication can be one way or 2 way
Connected networks
In a connected network, everyone involved has the opportunity to communicate with each other, information passes freely
Role of informational communications within a business
Informational communication is information that is passed on outside of the official communication channels, employees meet in various situations inside or outside of the workplace
Informal communication can be positive or negative for a business, you could gain information of the morale of the workforce, or you might need to stop incorrect or damaging rumours being heard
Ways in which communication influences efficiency of a business
Managers make sure the people who need the information have it
Efficeient cominication minimised time wasting
Time and money can be saved by ensuring appropriate means of communction are used
Interdepartmental communication prevents duplication of an effort :
Ways of improving communication in a given situation
Communication can be improved by assesksing the information to be conveyed
Care should be taken to provide information in a written format is a lot of fact or details are needed to be communicated