9. Internal and External Communication

• • Internal Communication: communication between employees of the same business.
• • External Communication: communication between the business and other businesses and individuals.
• if a company communicates inefficiently with their suppliers, they might receive the incorrect materials
• • Effective communication involves:

  1. The transmitter/sender sending a message to pass on information
  2. A medium of communication – the method for sending a message (i.e. e-mail, phone, etc)
  3. The message being sent to the receiver
  4. The receiver confirms that the message has been received and responds to it (feedback)
• • There are two types of communication:
  • One-way communication – where the receiver cannot reply to the message (i.e. posters)
  • Two-way communication – where the receiver can respond to the message could be just confirmation that the message was received (e-mail)
• Verbal Methods: The sender speaks to the receiver (i.e., through meetings, telephone, or video conference)

  • Pros:
  • Information is given out quickly
  • Opportunity for immediate feedback
  • Cons:
  • If talking to many people, it’s hard to tell whether everyone got the message.
  • unsuitable for accurate messages, and a permanent message record is needed.
• Written Methods: the sender creates e-mails, memos or letters, including the use of Information Technology(IT)

  • Pros:
  • Message can be referred to in the future as “hard evidence.”
  • Easy to explain complicated messages
  • It can be copied and re-sent to many people
  • Cons:
  • Two-way communication is difficult
  • It is hard to check if the message has been received
• Visual Methods: The sender uses diagrams, charts, videos, PowerPoints

  • Pros:
  • If information is presented more appealingly, people will be more interested in it.
  • make written messages clearer, to illustrate the point
  • Cons:
  • No feedback and needs other methods of communication to go with it
  • Graphs and charts may be difficult for people to understand, message may be misunderstood
• choosing communication method:

  • cost
  • speed
  • need for written record
  • how detail
  • need for feedback
  • number of receiver
  • leadership style
• • Formal communication: when messages are sent through established channels using professional language.
• • Informal communication: when information is sent and received casually using everyday language.
• The Direction of Communication

  • Arrow A shows downward communication - where messages are sent from managers to subordinates. Used for instructions or statements, no feedback.
  • Arrow B shows upward communication - when messages or feedback can be passed from subordinates to managers.
  • Arrow C shows horizontal communication - when people at the same level in an organization communicate. Ideas and info can be shared. Conflict can happen.

  
• • Communication Barriers – Factors that stop effective communication of messages.
• • Problems with the sender:
  • Poor attitude and body language
  • Unclear message
  • Message too long
  • Sent to the wrong person
  • Overcome by:
  • message uses language which can be understood.
  • delivered to the right person.
  • message should be brief, with the main points to be understood.
• • Problems with the medium:
  • Too many people pass on the message.
  • The message may be lost.
  • Wrong channel used
  • Technical break down
  • Overcome by:
  • The sender must select an appropriate channel to avoid problems.
  • Shortest possible channel to avoid problems
• • Problems with the receiver:
  • Lack of trust
  • Poor attitude
  • Poor listener
  • Overcome by:
  • The message should be emphasized, and receivers should be asked for feedback to ensure understanding.
• • Problems with feedback:
  • Not sent
  • Unclear
  • Not asked for
  • Overcome by:
  • technique that may allow feedback should be used if there is no feedback
  • Direct lines of communication should be available.