Internal and external communication

• Communication is the transferring of a message through a meduim
• Internal communication is communication between members of the same organization
• Why is internal communication important?

  It connects all the activities involved in a business.

  It ensures that all employees are working to achieve the same objective.
• External communication is communication with people outside an organisation such as customers, suppliers, investors and competitors
• External communication is very important to the image and efficiency of a business.
• Feedback is the reply from the receiver that shows whether the message has arrived, understood and, if necessary, acted upon.
• Effective communication is when a sender sends a message through a medium of communication to the receiver and they have understood the message and acted upon it.
• One way communication involves a message which does not call for a response from the receiver.
• Two-way communication is when the receiver gives a response to the message and there is a discussion about it.
• What are the advantages of two-way communication?

  The receiver will understand the same way that the sender intended.

  Both people are now involved in the communication process.

  The receiver feels more a part of this process. He or she can make a real contribution to the topic being discussed.
• How to choose the appropriate method of communication

  If the message is an emergency or not.

  If it contains technical plans, figures, and illustrations then, clear, written and other visual forms of communication are likely to be essential.

  If the sender must receive feedback, perhaps very quickly, then a direct verbal method of communication might be the most appropriate.
• Verbal communication methods


  one-to-one talks.

  telephone conversations.

  video conferencing.

  meetings and team briefings.
• What are the advantages of verbal communication?


  Information can be given out quickly. When this happens at big meetings, it is an efficient way of communicating with a large number of people.

  There is an opportunity for immediate feedback and two-way communication.
• What are the disadvantages of verbal communication?

  In a big meeting, there is no way of telling whether everybody is listening or has understood the message.

  When an accurate and permanent record of the message is needed, such as a warning to a worker, a verbal method is inappropriate.
• Written communication methods

  Business letters.

  Memos- only used internally.

  Reports- detailed documents about a particular issue or problem.

  notices-displays info which is open to everyone.

  Emails.

  Text messages.
• What are the advantages of written communication?

  There is hard evidence of the message which can be referred to in the future. It can help to reduce disagreements between the sender and the receiver.

  A written message can be copied and sent to many people. This could be more efficient than telephoning all of those people to give them the same message verbally.

  Quick and cheap way to reach a large number of people.
• What are the disadvantages of written communication?

  It is not so easy to check that the message has been received and acted upon as with verbal messages.

  The language used can be difficult for some receivers to understand. If the message is too long it may be confusing and lose the interest of the reader.
• Visual communication methods.

  Films, videos, and Microsoft PowerPoint displays to help train new staff or to inform salespeople about new products.

  Posters can be used to explain simple but important messages by using a picture.

  Charts and diagrams can be used in reports to show numerical data or to simplify complicated ideas.

  Photographs and cartoons can be used to add variety, colour and humuor to a message.
• What are the advantages of visual communication methods?

  These methods can be used to present information attractively and appealingly.

  Can be used to make a written message clearer by adding a chart or diagram to illustrate the point being made.
• What are the disadvantages of visual communication?

  There is no feedback and the sender of the message may need to use other forms of communication to check that the message is understood.

  Charts and graphs are difficult for some people to interpret.
• communication barriers are factors that stop effective communication stages.
• Barriers to effective communication.

  Language that is too difficult is used- The sender should ensure that the message uses understandable language.

  The sender communicates the wrong message or passes it to the wrong receiver- The sender must make sure that the right person is receiving the right message.

  The message is too long and too much detail- The message should be as brief as possible.

  Breakdown of medium- other forms of communication should be available.

  They may not be listening or paying attention- The importance of the message should be emphasised.