Unit 2 – Business Organizations

Chapter 12 – Communication in Business

You will learn ……..

The importance of communicationDifferences between internal &

external communicationDifferences between formal &

informal communicationMethods of CommunicationBarriers of CommunicationOvercoming problems with

communication

Communication in Business

11.00 am

Communication in Business

Communication in Business

One-way Communication

Take these goods to the customer

One-way Communication

Message is sent from sender to the receiverReceiver has no chance to provide any feedback

Take these goods to the customer

Two-way Communication

Take these goods to the customer

Confirmation / Discussion

Two-way Communication

Message is sent from sender to the receiverReceiver provides response / feedback

Take these goods to the customer

Confirmation / Discussion

Effective

Transmitter / Sender

Receiver

Feedback

Message

transferred

Understood

Communication

Effective Communication

Transmitter / Sender

Receiver

Feedback

Message

Medium of Communication

Understood

Two-way Communication

AdvantagesClearer Understanding

message understood

Message sent again if not clear

Both involved in processContribution / Discussed

communicatedMotivate receiver

Internal Communication

Communication within the organization

External Communication

Communication to another organization or individual.

The Communication MediaVerbal / Oral Communication

The Communication MediaWritten Communication

The Communication MediaVisual Communication

Verbal / Oral Communication

Advantages Disadvantages

QuickEfficientImmediate

FeedbackReinforcedBody Language

o Face-to-face

Big Meetingso Listening?

UnderstoodWritten FeedbackAccurate /

Permanent Record Needed

Written Communication

Advantages Disadvantages“hard” evidenceReduces

DisagreementsEssential InformationLegalitySafetyDisplayedEasy to Copy &

Distribute

No Direct FeedbackTime ConsumingUnderstandabilityLanguageToo LongConfusingNon-interestNo Body Language

Visual Communication

Advantages Disadvantages

Appealing AttractiveMore InterestingClearIllustrations

No FeedbackNo Checking if

Message Understood

Interpretation

Which Communication Method is Appropriate?

a. There should be no smoking in the canteenb. The management wants to instruct all

employees on how the new computer system works

c. Details of the firms sales figures for the last four years are being sent to shareholders

d. The Finance Manager wants to remind the Production Manager that they have arranged a meeting for next week

e. The Product Development Manager wants to inform directors of the market research into three new product ideas. He hopes that they will agree to launch one of these products.

Which Communication Method is Appropriate?

f. The Office Manager wants to obtain views from the office workers on how paper waste could be reduced

g. A supervisor plans to warn (for the last time) a worker who is always late for work

h. Next years holiday dates need to be made available to all workers

i. The Human Resource Manager wants to invite an applicant for a job to an interview

j. The Production Manager wants to send the plans for a new factory to the Managing Director who is on a foreign trip

Formal Communication

Channels of communication within an organization.

Informal Communication

Unrecognized meetings such as grapevines

Grapevine

Used by managers to “try out” new ideas to see that reaction from the employees. Also used to spread gossip & rumours.Negative Reaction Idea may not be introducedPositive Reaction Idea maybe implemented

Communication NetsChain Network

This is typically used in a hierarchical structure, such as police, army and civil service.

AdvantagesTransmit Messages

from Top to Lower Levels

DisadvantagesOne-way

communicationConfused messagesLess accurate

messages

Communication NetsWheel Network

The leader is at the centre. These could be two way communication between the leader and others within the wheel.

AdvantagesCommunicate to

different departments

Solutions discovered quickly

DisadvantagesNo direct

communication between themselves

Communication NetsConnected Network

This allows full two way communication between any one group member or with all of them.

AdvantagesCreate IdeasDiscuss IdeasTwo-way

Communication

DisadvantagesTime-consumingNo clear leaderNo clear sender

Which network is best?Chain-network

Communicate important company policy

Wheel NetworkSend different

messages to regional offices

Connected NetworkBusiness ideas and

solutionsEffective Groups

Direction of Communication

Arrow A Downward CommunicationArrow B Upward CommunicationArrow C Horizontal (Lateral)

Communication

Barriers of Effective Communication

Transmitter / Sender

Language too Difficult“Technical Jargon”

Unclear MessageSpeaks “too” Quickly

Use Appropriate & Understandable Language

Clear Message

Feedback to check

understanding

DESCRIPTIONOVERCOME

BARRIER

Barriers of Effective Communication

Transmitter / Sender

Wrong MessageWrong Receiver

Too LongToo Much Detail

Right MessageCorrect

Receiver

Brief MessageMain Points

DESCRIPTIONOVERCOME

BARRIER

Barriers of Effective Communication

Lost Message

Wrong Channel

Insist on Feedback

Appropriate Channel Used

DESCRIPTIONOVERCOME

BARRIER

Medium of Communication

Barriers of Effective Communication

Long Chain of Command

Message “less accurate”

No Feedback Received

Shortest Channel

Use “most useful”

medium

DESRIPTIONOVERCOME

BARRIER

Medium of Communication

Barriers of Effective Communication

Break-Down of Medium

Use alternative

medium

DESRIPTIONOVERCOME

BARRIER

Medium of Communication

Barriers of Effective Communication

Not ListeningNot Paying Attention

Sender not likedSender not trusted

Unwilling to act

Message Emphasized

Ask for Feedback

Build TrustUse another

sender

DESRIPTIONOVERCOME

BARRIER

Receiver

Barriers of Effective Communication

No Feedback

Too SlowDistorted MessageToo Many People

Ask for FeedbackChoose

appropriate medium for feedback

Direct Line of Communicati

on

DESRIPTIONOVERCOME

BARRIER

Feedback

You should be able to ………..Analyze the need for communication in

business situationsSelect the most appropriate methods

of communication for different messages

Recognize the most important reasons for communication failure – Barriers to communication

Suggest ways to overcome the barriers to communication