Transcript Communication

Level 1
Business Studies
1.1 - AS90837
Demonstrate an understanding of internal
factors of a small business
Communication
Students will understand the nature and importance
of how people communicate effectively, including
methods, mediums, processes and barriers:
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Define business communication
Describe the process of communication
Identify types of communication eg internal and
external, one way and two way, formal and
informal
Communication (continued)
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Identify the methods of communication available
to a business eg written, verbal and oral
Identify the mediums ie email, memos, face to
face discussions, notice boards, meetings
Appreciate the importance of effective business
communication and barriers to communication
Explain the advantages and disadvantages of
the types and methods of communication
Communication
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the imparting or exchanging of information
by speaking, writing, or using some other
medium
Business Communication
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Communication within businesses is essential
Without communication employees would be
working as individuals with no links to other
employees
Communication allows management to guide,
instruct, give warnings and encourage and
support their staff
Business Communication
Examples:
 Ensure ear-muffs are worn in noisy areas
 How much stock will we need to order to
produce 100 units this week?
 Please don’t smoke in this area
 How many hours have you worked this week?
 Why have you been late for work
three time this week?
 Well done on an excellent job.
Process of Effective Communication
Four Features:
 A transmitter or sender of the message. This is
the person who wants to send the message. The
next two steps for this person are very important.
 A medium of communication or method, such
as, telephone or email
 A receiver of the information
 Feedback, where the receiver confirms the
receiving the message and responds to it.
Process of Effective Communication
sender
Message
(through a medium of
communication)
receiver
feedback
Types of Communication
lnternal
External
With people in the same
business or organisation
With people in other
businesses, organisations
or customers
Types of Communication
Internal
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When messages or information
is sent to people working in the
same business or organisation
e.g. an email sent out a team or
department, a manager talking
to employees
Types of Communication
External
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Methods used to send messages between
one business or organisation and another,
or to individuals, such as customers
Types of Communication
External
Examples:
 Orders sent to suppliers of stock
 Advertising goods or services
 Emailing pricing to potential customers
Receivers of Messages
Internal
External
Workers
Directors
Managers
Customers
Local
community
Suppliers
Shareholders
Government
Banks
External Communication
Why is it so important?
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Efficiency of the business
Image portrayed of the business
To ensure correct information is
communicated, such as, prices
and delivery times.
Types of Communication
One Way
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When a message is sent and the receiver has
no opportunity to reply or respond.
e.g. take these to the storeroom
The receiver is unable to provide feedback to the
sender.
Types of Communication
Two Way
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When the receiver is able to reply or respond to
the sender
This could take the form of a simple email or
could involve a discussion.
Sender and receiver both
involved in the
communication process
Often leads to better and
clearer communication
Types of Communication
Two Way
Advantages:
 Sender is able to see whether the receiver has
understood the information being relayed and
has acted on it.
 Both parties are involved in
the process. Receiver feels
a part of the process and will
often feel more motivated by
this involvement.
Types of Communication
Formal
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Communication takes place through the formal
channels of the organisation structure along the
lines of authority established by the
management. These are usually circulated
regularly using preset methods
Such communications are generally in
writing and may take any of the forms;
policy; manuals: procedures and rule
books; memoranda; official meetings;
reports, etc.
http://basiccollegeaccounting.com/
FormalCommunication
Advantages of Formal Communication:
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Helps in clarifying responsibility
Assists in clarifying the
authority structure in an
organisation.
FormalCommunication
Disadvantages of formal communication are:
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Generally time consuming and cumbersome
Leads to a good deal of
distortion at times.
It can fail to motivate employees,
since it is usually impersonal and final.
It often underestimates the intelligence
of recipients by focusing on
elementary or trivial matters.
Types of Communication
Informal
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Built around the social relationships of members of the
organisation/business.
Informal communication does not follow lines of authority
as is the case of formal communication.
It arises due to the personal needs of the members of the
organisation/business.
InformalCommunication
Advantages of Informal Communication:
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Informal communication is less official and less
intimidating. It can therefore enhance the flow of new ideas
and plans without the fear of ridicule or punishment.
Informal communication is personal, which encourages the
enthusiasm of the employees.
Since it is usually verbal, informal
communication allows both parties
to discuss and explore all areas of
organisational matters using
two-way communication.
InformalCommunication
Advantages of Informal Communication:
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(continued)
Informal communication can be a convenient way of
explaining to workers why the department operates as it
does. It promotes disclosure of underlying motives and
pressures through an atmosphere of free, yet discreet,
discussion.
Informal communication can refute rumors and put an end
to gossip that can otherwise sprout up in a formal
environment filled with unanswered questions.
InformalCommunication
Advantages of Informal Communication:
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(continued)
Informal communication can unite workers and foster a
spirit of camaraderie based on the discovery of shared
concerns and interests.
Informal communication can pave the way for a
harmonious relationship between all employees, and can
thus promote cooperation based on mutual understanding
and concern.
Informal Communication
Disadvantages of informal communication are:
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At times, in informal communication, it is difficult to fix
responsibility about accuracy of information. Such
communication is usually oral and may be covered even by
simple glance, gesture or smile or silence. If carried to an
extreme, it can result in second- and third-hand information
being presented as original, factual, and trustworthy.
It can lead to the indiscriminate disclosure
of classified information.
It is too often emotional which can distort
or change its meaning.
The Right Mixture
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The most useful method of communication is one
based on an appropriate mixture of formal and informal
communications.
While there is no magic formula for arriving at this mixture, a
proper blend can be achieved by good leadership familiar
with the environment of the department and the needs of its
employees.
For instance, formal communication could be limited to
official business and presented in meaningful, trustworthy
language.
Informal communication could then be used as a supplement
to the formal method, for the purpose of reassuring workers,
maintaining their interest, improving their attitudes, and
deepening their commitment to the department.
Methods of Communication
1. Verbal
2. Written
3. Visual
Methods of Communication
Verbal
Involves the sender of the message
speaking to the receiver, e.g:
 Telephone conversation
 One-to-one conversations
 Meetings
 Video conferencing, such as Skype
Advantages of Verbal Communication
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It is an efficient way of communicating especially
to large groups as information can be given out
and shared quickly.
There is an opportunity for immediate feedback
and a two-way conversation.
Seeing the speaker helps to reinforce the
message.
Able to see the speaker ‘s body
language and facial expressions
which can be helpful.
Disadvantages of Verbal Communication
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There is no way of telling in a big meeting if
everyone is paying attention and understand
what is being discussed.
It can take longer than other form of written
communication
Sometimes an accurate written
record of a meeting is required.
Methods of Communication
Written
Letters
Memos
Reports
Notices
Faxes
e-mail
Advantages of Written Communication
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Hard evidence of the message can be referred to in the
future. This can sometimes help reduce arguments.
Some messages require complicated details so it
essential that they are in writing.
Some countries require certain messages to be in
writing, e.g. safety information
A written message can be copied and sent to many
people, which is efficient and time saving.
Electronic communication is quick and
cheap and an excellent way to reach
large numbers of people.
Disadvantages of Written Communication
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Difficult to check whether a message has been
received, unlike verbal messages.
Direct feedback is not always possible, unless emails are used.
The language used is sometimes difficult for
people to understand. It may be too long or too
complicated.
Unable to use body language
to reinforce the message.
Methods of Communication
Visual
Films
Videos
Powerpoints
Posters
Charts / Diagrams
Advantages of Visual Communication
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Information can be presented in an attractive
and appealing way
People are often more prepared to look at a
visual message than a written
one
They can be used to make a
written messages clearer by
adding a chart.
Disadvantages of Visual Communication
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There is no feedback.
Sender may need to use
other forms of
communication to ensure
the message is understood.
Some people find it difficult
to understand or interpret
information on charts and
graphs.
Mediums of Communication
How do Businesses communicate?
email
Meetings
Discussion
Face-to-face
Memos
Video
conferencing
Posters
Powerpoint
Faxes
Reports
Letters
Videos
Telephone
Charts /
diagrams
One-to-one
Notice
Boards
Effective Communication
why is it so important?
Good communication has many advantages for a business:
strong communication:
 Motivates employees – helps them feel part of the
business
 Easier to control and coordinate business activity –
prevents different parts of the business going in opposite
directions
 Makes successful decision making easier for
managers– decisions are based on more
complete and accurate information
Effective Communication
why is it so important?
(continued)
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Better communication with customers
will increase sales
Improve relationships with suppliers
and possibly lead to more reliable delivery
Improves chances of obtaining finance
– e.g. keeping the bank up-to-date about
how the business is doing
http://tutor2u.net/business/gcse/people_communication_introduction.htm
Barriers to Effective Communication
Research suggests that, amongst the many reasons why
information fails to be communicated, the following are the
main barriers:
 Different status of the sender and the receiver (e.g. a
senior manager sends a memo to a production
supervisor - who is likely to pay close attention to the
message. The same information, conveyed in the
opposite direction might not get the attention it deserves)
 Use of jargon - employees who are "specialists" may
fall for the trap of using specialist language for a nonspecialist audience (e.g. the IT technician who tries to
explain how users should log onto a network, in
language that sounds foreign to most users of the
network)
Barriers to Effective Communication
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Selective reporting - where the reporter gives the
recipient incorrect or incomplete information
Poor timing - information that is not immediately
relevant (e.g. notice of some deadline that seems a long
way off) is not always actioned straightaway
Conflict - where the communicator and recipient are in
conflict; information tends to be ignored or distorted