Transcript One Way Communication

iGCSE Business Studies
2.4 Internal and External Communication
Learning Outcomes
Why Effective Communication is important and the
methods used to achieve it:
• Effective Communication and its importance
• Benefits and limitations of different communication
methods
• Recommend and Justify which communication method to
use in given circumstances
Demonstrate an awareness of communication barriers:
• How communication barriers arise and problems of
ineffective communication, how communication barriers
can be reduced or removed.
What is Communication?
• Communication is messages passed between a
sender and a receiver.
Message
SENDER
RECEIVER
One Way Communication
Message
RECEIVER
SENDER
Feedback
Two Way Communication
One way or 2 way?
Look at the pictures on the next slide. Are
they one way or two way communication
Task - Experiment
• We are going to see whether one way or two way
communication is better.
• First you are going to have a diagram described to
you using one way communication. You may ask no
questions
• We will then repeat the process using two way
communication
The purpose of communication
•
•
•
•
To provide information about the business
To collect information about the business
To give instructions
To coordinate different functions of the business
Effective Communication
•
•
•
•
•
•
Clear and Easy to understand
Accurate
Complete
Appropriate
Via the right medium
With a chance for feedback
Consequences of poor
communication
•
•
•
•
•
•
•
Misunderstandings
Wasted time
Increased costs
Inefficiency
Poor Staff Motivation
Lost Profits
Disputes
Describing Communication – What do
these terms mean? Can you give an
example?
Formal
Informal
Internal
External
One to One
One to Many
Verbal
Written
One way
Upward
Visual
Two way
Downward
Lateral
Outside the firm
Managers
Internal
Communication
External
Communication
Inside the firm
Employees
Directors
Communication in the Hierarchy
Task
• Brainstorm all the methods of communication that
could be used by businesses.
• Write them onto the whiteboard
Communication Methods
Meetings
Letters
Memorandum
Agendas
Website
Reports
Note
Voicemail
Fax
Mobile Phone Call
News Letters
Presentations
E-mails
Meeting Minutes
Telephone call
Text Messages
Notice
Face to Face Discussions
Video Conferencing
Videos
Posters
Brochures/Leaflets
Brainstorm methods that businesses use to
communicate
TASK - WRITE DOWN AS
MANY AS YOU CAN….
1. Methods of communication
that would only be used for
internal communication
2. Communication methods
which would be used for
urgent messages
3. Communication methods
which are verbal
4. Written methods of
communication
5. Methods that might be used
to communicate with
customers
What factors would businesses consider when choosing how
to send their message?
CHOOSING THE RIGHT
MEDIUM/METHOD OF
COMMUNICATION
Choosing the right medium for
communication.....
•
•
•
•
•
•
•
•
Speed
Cost
Reliability
Impact
Opportunity for Feedback
Complexity of message
The number of required recipients
Formality of the message
Task
Meetings
Letters
Memorandum
Agendas
Website
Reports
Note
Voicemail
Fax
Mobile Phone Call
News Letters
Presentations
E-mails
Meeting Minutes
Telephone call
Text Messages
Face to Face Discussions
Video Conferencing
Notice
Posters
Brochures/Leaflets
Videos
For your allocated method of communication
identify 2 advantages and 2 weaknesses. Use
appropriate terminology. Add to the Google Doc
Which medium would you
choose?
ALetting
Finding
manager
out
informing
why an
expected
anline
employee
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that
from
ifbethey
An
Letting
employee
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customers
letting
know
know
his
that
that
manager
there
you
are
will
that
recalling
he
a the
sale
isare
sick
a
Informing
Arranging
allan
staff
overdraft
details about
extension
the Christmas
with the bank
party
late one
suppliers
more
time
hasn’t
mayreceived
be
dismissed
childrens
and
toy
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starting
due
not
tobe
athey
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day hazard
WHEN IT ALL GOES WRONG!!!
BARRIERS TO
COMMUNICATION
Some Communication
Barriers
Language
The communication message might not use vocabulary that is understood
by the receiver – e.g. too much use of technical or financial jargon, or
different languages, accents
Noise
Various things stop a message from getting through or being heard – e.g.
poor connection, background noise, distractions, too many people speaking
Overload
Too much information can cause problems
Emotion/
Interpretation
The relationship between the sender and receiver of communication might
adversely affect the message – which could be ignored or misinterpreted
Distortion/
Prevention
Too many intermediaries (e.g. too many layers in hierarchy through which
message has to be passed) might prevent or distort the message
Inconsistency
If people receive conflicting or inconsistent messages, then they may ignore
or block them
Technical
Failure
The failure of electronic equipment which causes messages to be delayed
or lost.
Reducing communication
barriers
Language
Noise
Overload
Emotion/
Interpretation
Distortion/
Prevention
Inconsistency
Technical
Failure
What could be done
in an organisation to
minimise these
barriers to
communication?