Chapter 9: Internal and External Communication

Ali Nehan Khan IGCSE Business TCHS CHAPTER 09: INTERNAL AND EXTERNAL COMMUNICATION Worksheet 1 Name: Ali Nehan Khan Assigned on: 17.04.2023 Due Date: 25.04.2023 Learning Outcome: At the end of the lesson students should be able to explain –  About effective communication and its importance to business  The benefit and limitations of different communication methods, including those based on information technology  How to recommend and justify which communication method to use in given circumstances  How communication barriers arise and problems of ineffective communication  How communication barriers can be reduced or removed Explain the key terms you need to know: Communication Message The transferring of a message from the sender to the receiver, who understands the message; through an appropriate medium. Effective communication includes feedback to make sure everyone understands the communicated message. The information or instructions being passed by the sender to the receiver. The message can be conveyed through various mediums such as verbal, written, or visual communication. Internal communication. Give examples A form of communication which is between members of the same organisation. Internal communication may involve sharing operational guidelines, circulating notices, distributing company policies, and conducting team meetings. External communication. Give examples A form of communication which is between the organisation and other organisations or individuals. Some examples of external communication include placing orders for goods from suppliers, sending important information to customers about prices, advertising goods or services etc. Transmitter/Sender The person starting off the process by sending the message. This person chooses the appropriate medium or channel through which the message will be conveyed. Ali Nehan Khan Communication medium Receiver Feedback One-way communication Two-way communication Formal communication Informal communication Communication Barriers IGCSE Business TCHS The method used to send a message. There are various mediums for communication, some examples are: a letter is a method of written communication and a telephone call is a method of verbal communication. The person who receives the message. They are the individual, group, or entity meant to receive, interpret, and understand the communicated message. Feedback is the reply from the receiver which shows whether the message has arrived, been understood and, if necessary, acted upon. Feedback aids in making informed decisions by considering various perspectives, promoting improved understanding. One-way communication involves a message which does not call for or require a response. One-way communication does not allow the receiver to contribute to communication or to provide any feedback. Two-way communication is when the receiver gives a response to the message and there is a discussion about it. Two-way communication ensures clarity by allowing both parties to engage effectively in the communication process. Formal communication is when messages are sent through established channels using professional language. Formal communication usually follows a hierarchical flow within the organization, following specific channels based on the organization's structure. Informal communication is when information is sent and received casually using everyday language. Informal communication disregards formal structures or rules, allowing for more spontaneous interactions. Communication barriers are factors that stop effective communication of messages. Some examples of communication barriers include language differences, poor listening skills, cultural misunderstandings, physical distance, and distractions. Complete the process of effective communication Ali Nehan Khan IGCSE Business 1. 4. Sender 2. Feedback 3. TCHS Message through a medium Reciever 1. Discuss the importance of effective communication  Effective communication fosters clarity and comprehension among individuals or groups; due to the presence of feedback.  It enables teamwork, idea sharing, and collective problem-solving.  Improves efficiency by minimizing misunderstandings and errors.  Strengthens interpersonal relationships, trust, and mutual respect among stakeholders.  Critical for achieving organizational goals, meeting objectives, and fostering a positive work culture. 2. Explain briefly the importance of internal communication Ali Nehan Khan IGCSE Business TCHS Internal communication within a business is crucial as it maintains organizational clarity, ensures task coordination, and facilitates the flow of essential information among employees. It enables effective management, ensures clarity in tasks and expectations, and fosters a cohesive work environment necessary for operational success. 3. Explain briefly the importance of external communication External communication is vital for businesses as it establishes relationships with suppliers and customers, facilitates transactions, and influences the company's public image. It ensures the conveyance of information, promotion of goods or services, and sustains a positive brand reputation essential for business growth and success 4. Give an advantage and a disadvantage of one-way communication An advantage of one-way communication is its efficiency in quickly delivering information to a broad audience, while its disadvantage lies in the absence of immediate feedback, which can lead to potential misunderstandings or misinterpretations. 5. Give two advantages of two-way communication  Opportunity for feedback: Ensuring the receiver understands and acts upon the message reduces the likelihood of misunderstandings or misinterpretations- Increased clarity.  Increased Bonding/Affiliation: Involving both parties in the communication process empowers the receiver, encouraging active participation and potential contribution, thereby enhancing motivation.  Methods of communication Verbal Written 6. Explain the following factors in choosing the appropriate communication method Visual Ali Nehan Khan IGCSE Business TCHS Consider how urgently the information needs to be conveyed to Speed the receiver. Some situations may require immediate communication, while others allow for more time. Assess the importance of deciding between minimizing costs, Cost and ensuring effective communication, especially in critical situations like safety alerts or urgent notifications. Consider the level of detail in the message to determine the Message details most appropriate communication method. Technical or detailed information typically necessitates written or visual forms of communication to convey effectively. Different leadership styles may favour certain communication Leadership style methods. A democratic leader might prefer two-way verbal communication, while an autocratic leader might opt for a more one-sided approach. Consider the number and location of the recipients. Tailor the The receiver communication method to suit the audience size and proximity, choosing between one-to-one or mass communication channels. Assess if it's necessary to document the communication for Importance of a written record future reference. Legal contracts or formal agreements often require written records. Evaluate the need for immediate or periodic feedback. Direct Importance of feedback verbal communication might be suitable for instances where quick feedback is crucial, like in customer transactions. 7. Explain the advantages and disadvantages of verbal communication Advantages Disadvantages Ali Nehan Khan IGCSE Business 1. Information can be given out quickly. When TCHS In a big meeting, there is no way of telling this happens at big meetings, it is an efficient whether everybody is listening or has way of communicating with a large number understood the message of people 2. There is opportunity for immediate feedback and two-way communication It can take longer to use verbal methods when feedback occurs than to use a written form of communication. 3. Seeing the speaker's body language and When an accurate and permanent record of the facial expressions can reinforce the message. message is needed, such as a warning to a However, this isn't possible during telephone worker, a verbal method is inappropriate. conversations. 8. Name the different written communication methods used by businesses (i) Business Letters (ii) Memos (iii) Reports (iv) Notices (v) Emails (vi) Text Messages 9. Explain the advantages and disadvantages of written communication Advantages 1. There is ‘hard’ evidence of the message which Disadvantages Feedback may rely on electronic communication, can be referred to in the future. This should help yet this can flood inboxes, causing information to reduce disagreements between the sender and overload. With written messages in other formats, the receiver about the contents of the message. two-way communication becomes challenging, hindering immediate feedback. 2. Complex messages might be misunderstood It is not so easy to check that the message has been Ali Nehan Khan IGCSE Business TCHS during phone calls. Laws in many places received and acted upon as with verbal messages – demand written safety messages in workplaces although this can be done with email as a ‘please to ensure crucial safety measures aren't forgotten acknowledge’ function can be set up. or overlooked. 3. A written message can be copied and sent to 4. The language used can be difficult for some many people. This could be more efficient than receivers to understand. If the written message is telephoning all of those people to give them the too long it may be confusing and lose the interest of same message verbally. the reader. Electronic communication is a quick and cheap There is no opportunity for body language to be way to reach a large number of people. used to reinforce the message. 10. Name the visual methods of communication Visual methods of communication encompass films, videos, PowerPoint displays, posters, charts, diagrams, photographs, and cartoons. 11. Explain the advantages and disadvantages of visual communication Advantages Disadvantages 1. Appeals to people due to its attractiveness, Lack of immediate feedback might necessitate making it easier for audiences to engage additional forms of communication to ensure with information through films or posters. message comprehension 2. Enhances written messages by utilizing charts or diagrams to clarify and illustrate Complexity in interpreting charts and graphs might lead to misunderstandings. points effectively. 12. Here listed are some of the common barriers to effective communication. Suggest suitable measures to overcome each of the barrier Ali Nehan Khan Communication IGCSE Business Details of the barrier TCHS How the barrier can be reduced or barrier Problems with the sender removed Usage of complex jargon or technical terms may confuse the receiver due to language difficulty.  Speaking too quickly or unclearly during verbal communication might hinder understanding.   Speak slowly and clearly. Ensure proper enunciation and articulation. Sending the wrong message or directing it to the wrong recipient causes miscommunication.  Double-check the message content before sending. Confirm the intended recipient before transmitting. Messages that are overly long and detailed can obscure the main points, leading to understanding issues, typically attributed to the sender.  Risk of message being overlooked or unseen by the intended recipient. The wrong channel has been used If the message is sent down a long chain of command, the original meaning of the message may be lost Problems with the medium Problems with the receiver Risk of the original message losing its intended meaning if sent through multiple hierarchical levels.    Use simple and understandable language. Define technical terms if necessary or avoid using them. Use concise and relevant information to convey the main message. Focus on Key points Ensure the message is displayed or sent directly to the intended recipient's attention (feedback) Choose communication channels that ensure the message's visibility and reach to the target audience. Simplify the communication process by minimizing intermediaries or ensuring clear, concise message transmission at each level. Establish a feedback mechanism or encourage recipients to acknowledge receipt and understanding of the message. They might not be listening or paying The importance of the message should attention, which may cause the message be emphasised. The receivers should to be ignored. be asked for feedback to ensure understanding. Ali Nehan Khan Problems with IGCSE Business TCHS The receiver may not like or trust the sender. They may be unwilling to act upon his or her message. There should be trust between the sender and the receiver or effective communication is unlikely. Perhaps another sender should be used who is respected by the receiver. There is no feedback. Perhaps no feedback was asked for. Perhaps the method of communication used did not allow for feedback. An alternative method of communication might have been better that did allow feedback. Maybe the feedback passes through many people before getting back to the original sender, causing delays or changes like the original message. It's better to have direct communication between them as it's more effective. feedback