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Chapter 9 - Communication

Effective communication involves a sender, medium, receiver, and feedback, and is crucial in business to prevent mistakes and improve decision-making. It can be categorized into internal and external communication, with various methods including oral, written, electronic, and visual communication, each having its advantages and disadvantages. Barriers to communication can lead to significant issues such as mistakes, poor reputation, and low employee motivation, but can be overcome by using appropriate language, ensuring feedback, and fostering a culture of trust.

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MUHAMMAD JILAN
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3 views

Chapter 9 - Communication

Effective communication involves a sender, medium, receiver, and feedback, and is crucial in business to prevent mistakes and improve decision-making. It can be categorized into internal and external communication, with various methods including oral, written, electronic, and visual communication, each having its advantages and disadvantages. Barriers to communication can lead to significant issues such as mistakes, poor reputation, and low employee motivation, but can be overcome by using appropriate language, ensuring feedback, and fostering a culture of trust.

Uploaded by

MUHAMMAD JILAN
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Internal and

External
Communication
Chapter 9
NEED FOR EFFECTIVE COMMUNICATION
What is communication?
Communication involves:

● A sender of the message


● A medium of communication
eg: letter, telephone
conversation, text message
● A receiver of the message
● A feedback/response from the
receiver to confirm that the
message has been received
and acknowledged.
What is effective communication?

Actioned
as
intended
by
sender
Effective Communication
"The information or message being sent is
received, understood and acted upon in the
way intended."

In business, ineffective communication or


communication failure could result in serious
problems.
Importance of Effective Communication

- Reduce mistakes
- Faster decision-making
- Respond to market changes
- Improve coordination
- Improve motivation
- Improve customer relations
Communication in the workplace
Internal Communication
Internal communication is
between two members of the
same organisations. Example:
communication between
departments, notices and circulars
to workers, signboards and labels
inside factories and offices etc.

External Communication
External communication is
between the organisation and other
organisations or individuals. Example:
orders of goods to suppliers,
advertising of products, sending
customers messages about delivery,
TYPES OF
COMMUNICATION

INTERNAL EXTERNAL

Within organization Outside organization

With importers, tax


dept
Upward
With shareholders

With vendors,
Downward lawyers, insurance With customers,
company media
Horizontal
UPWARD AND DOWNWARD
COMMUNICATION
Communication Methods (Channels / Mediums)
Methods of Communication

Oral Written Electronic Visual

Meetings, Letters, Emails, Video Diagrams,


telephone memos, conferencing, charts, videos,
calls, face to agendas, telephone - presentations,
face minutes of text and calls photographs,
conversations meeting, cartoons,
receipts, job posters
description,
reports,
notices,
signboards
Oral Communication

● Meetings

● Telephone conversations

● Face to face
conversations
Oral Communication
Advantages:

● Quick and efficient


● There is an opportunity for immediate feedback - Two-way communication
● Speaker can reinforce the message- change his tone, body language etc. to
influence the listeners.
● Help hear ideas before decisions are made

Disadvantages:

● Can take long if there is feedback and therefore, discussions


● In a meeting, it cannot be guaranteed that everybody is listening or has
understood the message
● No written record of the message can be kept for later reference.
Siya is the founder of an event management start up. It’s been a month since they
started. She wants to get feedback from her early customers on their experience.
Which mode of communication should she use and why?

Siya can use oral communication


to get feedback from her early
customers as they are few in
number so they might be more
likely to speak. Oral
communication may also make
them more open to give honest
feedback to Siya.

Moreover, this can also help Siya


build rapport with her early
customers.
Written Communication

● Letters
● Memos
● Agendas
● Minutes of meetings
● Receipts
● Job description
● Reports
● Notices
● Signboards
Written Communication
Advantages:

● Can include details


● Can be used by receiver more than once - to check for understanding
● Can be sent to many people,
● Provides a permanent record

Disadvantages:

● Direct feedback may not always be possible


● Cannot ensure that message has been received and/or acknowledged
● Language could be difficult to understand.
● Long messages may cause disinterest in receivers
● No opportunity for body language to be used to reinforce messages
Sarah is a part of the HR dept of an IT company. She needs
to tells the whole team that they have a casual dress-up
day on Friday.
Which mode of communication should she use and why?

Sarah should use an electronic medium to convey


the message to the whole team regarding the
dress code because electronic communication
may be more effective as it can be sent to the
entire team in lesser time.

Additionally, the team can go back refer to the


message sent and that would remind them to
stick to the dress code of the occasion.
Electronic Communications

● E-mail ● Video Conferencing


Electronic Communication
Advantages:

● Faster than traditional methods - instantly received


● Video conferencing reduces need for travel - reducing costs of travelling
● Reduces distances - especially useful for MNCs
● Faster communication with customers who are across the world
● Emails - provide a permanent record
● Can be sent to multiple people
Disadvantages:

● Everyone may not have access to equipment required


● Equipment / software may be expensive
● No personal contact in emails
● Risk of message going to other - may lose confidentiality
Visual Communicatio
ns
● Diagrams
● Charts
● Videos
● Presentations
● Photographs
● Cartoon
● Posters
Visual Communication
Advantages:

● Can present information in a simplified and appealing way


● Creates interest and grabs attention
● Can be used along with written material (eg: reports with diagrams and charts)

Disadvantages:

● No feedback
● May not be understood/ interpreted properly - some details may be lost
● Understanding may depend on the person’s culture or background
Choosing the best method depends on

Urgency Confidentiality
Using face-to- Important information -
face or letters addressed to
telephone Cost
specific people
Letters may be
Distance more
Email or expensive than
video emails Response
Complexity conferencing Debating or
Written so decision-making -
Record Meetings, video
receiver can No. of receivers Time Important conferencing
read it again Emails could be Meetings or emails - if all messages may
used receivers have to get the need to be
message at the same time recorded so
written
Communication Barriers

Problem with channel Problems between Problems with


of communication sender and receiver physical
environment
- Wrong medium / channel - Lack of trust and respect
- Complex Language - Demotivated employees - Too much noise
- Too much irrelevant - Poorly disciplined employees - Too much distance
information - Wide span of control
- Long chain of command
Barriers to Communication - cheat sheet
Problems caused by Communication Barriers

- Tasks not completed / incorrect - Leads to mistakes and wastages


Problems caused by Communication Barriers

- Bad reputation - loss of customers


Problems caused by Communication Barriers

-
Low employee motivation - may leave the job
Problems caused by Communication Barriers

- High risk of accidents - If health and safety procedures are not communicated
Problems caused by Communication Barriers

- Poor sales - Advertisements are not communicated effectively


Problems caused by Communication Barriers

- Recruitment problems - may not be able to hire best employees -


could lead to increase in recruitment costs
Click on video: Identify the 3 barriers to communication in each of the scenarios
Overcoming Communication Barriers
- Appropriate language (not too complex, not
too simple)
- Short channel of communication
- Insist on feedback to ensure that message
has be understood
- Choose an appropriate medium of
communication
- Remove physical barriers
- Management should build a culture of
trust and respect

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