9 Internal _ External Communication.pptx

O Levels Chapter 9

1. BUSINESS STUDIES O LEVEL 7115 CHAPTER # 9: INTERNAL & EXTERNAL COMMUNICATION

2. THE CHAPTER WILL EXPLAIN : The importance of effective communication to a business The difference between internal and external communication The difference between formal and informal communication The different methods of communication

3. BASIC CONCEPTS Communication is the transferring of a message from the sender to the receiver, who understands the message . The message is the information or instructions being passed by the sender to the receiver . Internal communication is between members of the same organization . External communication is between the organization and other organizations or individuals

4. THE PROCESS OF EFFECTIVE COMMUNICATION

5. ONE-WAY & TWO-WAY COMMUNICATION One-way communication involves a message which does not call for or require a response. Two-way communication is when the receiver gives a response to the message and there is a discussion about it.

6. SUMMARY – Effective Communication

7. COMMUNICATION METHODS Verbal Methods Writte n Methods Visual Methods

8. CHOOSING AN APPROPRIATE COMMUNICATION METHOD Speed Cost Message details Leadership style The receiver Importance of a written record Importance of feedback

9. VERBAL COMMUNICATION METHODS Advantages Information can be given out quickly There is opportunity for immediate feedback The message is often reinforced by looking at the speaker Verbal or oral communication methods includes: Face to face / one to one talks / meetings Video conferencing Meeting and team briefings Disadvantages Not sure whether everybody is listening It may take longer to respond No formal record can be maintained

10. WRITTEN COMMUNICATION METHODS Advantages Evidence of message can be maintained Essential for certain complicated messages Can be copied and shared with others Quick and cheap way to reach a large audience. Written methods of communication includes: Business Letters Memos (Memorandum) Reports Notices Disadvantages No direct feedback Not easy to check whether the message has been received and acted properly Language used could be difficult for some receivers No opportunity for using body language Text messages Email, social networking sites & tweeting Other forms using IT

11. VISUAL COMMUNICATION METHODS Advantages Information can be appealing and attractive One can use visual aids to express the information in a simpler way Visual methods of communication includes: Films, videos and presentations Posters Charts and diagrams Photographs and cartoons Disadvantages There is no feedback Charts and diagrams are sometimes difficult to interpret

12. FORMAL AND INFORMAL COMMUNICATION Formal communication is when messages are sent through established channels using professional language. Formal Channels are: Noticeboard Reports, Emails Memos Official meetings Informal communication is when information is sent and received casually using everyday language. Informal Channels are: Meeting with friends during break times Informal meetings i.e. grapevine

13. DIRECTION OF COMMUNICATION A: Downward communication B : Upward communication C: Horizontal Communication

14. BARRIERS OF EFFECTIVE COMMUNICATION

15. THANKS FOR PAYING ATTENTION 