Unit 2.4 - internal & external communication

Question 1

2 types of communication

Answer 1

Internal - employees communicate with each other
External - employees communicate with people outside the business

Question 2

5 reasons why effective communication is important

Answer 2

1. Coordination between different parts of business improves - improves efficiency
2. Reduces number of mistakes employees make
3. Employees know about decisions being made so motivated
4. Customer service improves
5. Enables faster decision making

Question 3

What are 4 main types of communication + pros & cons?

Answer 3

1. Visual communication - e.g. notice boards, advertisement. + presents complex info in appealing & attractive way; - no feedback, may not be understood
2. Verbal communication - e.g. meeting, telephone. Direct, quick decision making + feedback. quick & efficient; - no written record, may take long time to come to decision
3. Written communication - e.g. fax, report, letter. + evidence of message, cheap, copied & shared; - no instant feedback, long messages cause disinterest
4. Electronic communication - e.g. email, social media. Quick, efficient, but age gap.

Question 4

What is a facsimile (fax)?

Answer 4

Written document sent through phone line printed by machine in receiver’s office. Very fast way to send paper document, but not all businesses have fax machine & unreliable

Question 5

Factors affecting choice of communication method

Answer 5

1. Urgency
2. Cost
3. Complexity
4. Available technology
5. Need for feedback/response

Question 6

problems of ineffective communiccation

Answer 6

Inefficiency due to mistakes, conflict due to misunderstandings, mistrust due to bad communication, poor organisation

Question 7

State 9 common communication barriers + how to fix

Answer 7

1. Second language - use automated translation software
2. Message too long - make message briefer/split it up into sections
3. Too complex/technical language (jargon) - message should use simple language and sender should allow for feedback to be asked
4. Noise in meetings - transmitted in quite environment or written format
5. Long-distance communication - planning for different time zones and use electronic communication
6. Medium of communication - give training to employees to understand medium and how to use it
7. Too many layers in organizational structure - consider delayering/delegation to ensure that message passes through as little people as possible
8. Mistrust due to poor relationships - management should build trust with employees