Communication Flashcards
(29 cards)
Methods of Communication - Face-to-face
This may be a meeting, an interview or just a conversation with a colleague or customer. This is good if immediate feedback is required and also if any uncertainties need to be clarified. With face-to-face communication you are able to gauge body language and facial expressions.
Methods of Communication - Oral
The most popular method of oral communication is a telephone call. This can be used when a quick answer is necessary and lots of organisations use this as their main method of communication. It is very useful for general or brief enquiries.
Methods of Communication - Written
This may be letters, memorandums, reports or forms that are in printed format. Written communication is still a popular method of communication in business. With written communication there is a permanent record that can be kept by organisations for future use. It also allows people to take time to read and understand the document and confirm their understanding.
Methods of Communication - Electronic
This may be using an intranet, the internet, email, blogs, podcasts, social networking or any other appropriate method. Nowadays, there is an increased use of technology to communicate and it is now possible to communicate information 24/7. The speed with which information can be passed on has increased as with most of these methods information is sent immediately.
Methods of Communication - Graphical
Information in the form of graphs and charts. Used to display complex data. Good way to display information clearly and make comparisons.
Methods of Communication - Numerical
Information presented in the form of numbers (tables, spreadsheets etc.) allow organisations to make financial predictions, perform calculations and analyse figures.
Methods of Communication - Pictorical
In the form of pictures and photos. Pictures and signs can communicate information more quickly and effectively. Makes documents more attractive.
Barriers to Communication - The use of Jargon
Sometimes technical jargon may be used by specialists and it is important that when that information is passed on it is in a language that is appropriate for the audience.
Barriers to Communication - Information Overload
Sometimes people are given too much information at one time and it is difficult for them to process it. This should be taken into account when communicating information. The sender should be careful not to include too much information in the message as this will lead to the receiver becoming confused or tired.
Barriers to Communication - Emotional Barriers
Some people may find it difficult to take about certain issues so when passing information on in it important that people are comfortable with this.
Barriers to Communication - Distortion
Distortion occurs when the sender does not accurately state the message or when the receiver does not properly interpret the message. Examples of distortion include using inappropriate language, typing errors or unclear explanations.
Barriers to Communication - Noise
Noise, in connection with communication, can refer to:
-physical noise - traffic, road works, machinery, etc.
-technical noise - bad connection, faulty line, technical problems.
-social noise - clash of personalities.
-psychological noise - excessive emotion interfering with the communication.
Barriers to Communication - Differences in Perspective
How we view the world will be shaped by our past experiences, therefore people of different ages, cultures, education and personality can interpret situations differently.
Barriers to Communication - Jumping to Conclusions
By hearing or seeing what we expect to, people can miss the actual message.
Barriers to Communication - Lack of Interest
The sender must relay the message in an appropriate form that appeals to the interests and needs of the receiver.
Barriers to Communication - Bias and Selectivity
This is where the receiver only receives part of the message and filters out the rest.
Barriers to Communication - Lack of Feedback
Feedback, such as asking questions or using non-verbal cues, is an important feature of good communication. Without feedback it is difficult to determine whether the message has been received and understood.
Features of Reliable Sources of Information
- a well-known organisation is providing the information.
- the website is regularly updated (with a clear date showing when it was last updated).
- the website is a secure site (a padlock may be shown in the corner).
- has a secure payment facility.
- information is accurate and complete.
- site cant be amended by users.
- site author has a good reputation.
What should good information be?
- up to date
- sufficient
- available
- from a reliable source
- free from bias
- accurate
- relevant
- appropriate
- cost effective
Features of Unreliable Sources of Information
- information is out-of-date
- information may be inaccurate or bias
- website may have viruses or software designed to steal information
Benefits of using Reliable Information
- good decisions can be made
- organisation will gain a good reputation
Consequences of using Unreliable Information
- an organisation may make an incorrect decision based on out-of-date information.
- bias information may give customers an unclear/unfair impression about one organisation over another.
- customer information may be stolen or used fradulently if entered onto an unsecure website.
- costs could be increased for the organisation or profits lost through poor decisions or poor customer service.
- important meetings may be missed.
Technology used in Communication - Email
Electronic mail can be used to communicate written messages. The same message can be sent to many people. Read receipts can be requested.
