2.4 internal and external communication

Question 1

internal communication

Answer 1

between members of the same organisation
communication between departments,
notices and circulars to workers,
signboards and labels inside factories and offices etc

Question 2

External communication

Answer 2

is between the organisation and other organizations or individuals.

• orders for goods
• sending info about delivery
• advertising foods or service
• asking to pay bills

Question 3

Effective communication involves

Answer 3

• A transmitter/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.

Question 4

one way communication

Answer 4

a message which does not require a feedback.

Question 5

Two-way communication

Answer 5

is when the receiver gives a response to the message received.
Two-way communication ensures that the person receiving the message understands it and has acted upon it.
It also makes the receiver feel more a part of the process- could be a way of motivating employees.

Question 6

Verbal

Answer 6

telephone conversation
face-to-face conversation
video conferencing
meetings

Question 7

advantages of verbal communication

Answer 7

• Quick and efficient
• There is an opportunity for immediate feedback
• Speaker can reinforce the message- change his tone, body language etc. to influence the listeners.

Question 8

disadvantages of verbal communication

Answer 8

• Can take longer 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

Question 9

Written

Answer 9

letters, memos, text messages, reports, e-mail, social media, faxes, notices, signboards

Question 10

advantages of written

Answer 10

• There is evidence of the message for later reference.
• Can include details
• Can be copied and sent to many people, especially by e-mail
• E-mail and fax is quick and cheap

Question 11

disadvantages of written

Answer 11

• 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

Question 12

types of written methods

Answer 12

• business letters: follow a set structure (i&e)
• memos: send internals
• reports: detailed document about a particular issue or problem (I)
• notices on board: info open for everyone to use- no certainty that ppl will read
• text messages: easier and quick
• social

Question 13

Visual

Answer 13

Methods (eg: diagrams, charts, videos, presentations, photographs, cartoons, posters)

Question 14

advantages of visual

Answer 14

• Can present information in an appealing and attractive way

- Can be used along with written material (eg: reports with diagrams and charts)

Question 15

disadvantages of visual

Answer 15

No feedback

May not be understood/ interpreted properly.

Question 16

Factors that affect the choice of an appropriate communication method:

Answer 16

• speed: fast- call, text. other: email
• cost: cheap- letter, face to face other:telephone,poster
• leadership style: a democratic style- two-way communication methods, verbal mediums. An autocratic -notices and announcements
• the receiver: 1- face to face. staff- email
• the importance of written record: legal wala customer order
• the importance of feedback: direct verbal or written if feedback is wanted

Question 17

Formal communication

Answer 17

is when messages are sent through established channels using professional language. Eg: reports, emails, memos, official meetings

Question 18

Informal communication

Answer 18

is when information is sent and received casually with the use of everyday language. Eg: staff briefings. Managers can sometimes use the ‘grapevine’ (informal communication among employees- usually where rumours and gossips spread!) to test out the reactions to new ideas (for example, a new shift system at a factory) before officially deciding whether or not to make it official.

Question 19

Downward communication

Answer 19

messages from managers to subordinates i.e. from top to bottom of an organization structure

Question 20

Upward communication

Answer 20

messages/feedback from subordinates to managers i.e. from bottom to top of an organization structure

Question 21

Horizontal communication