Communication
What is communication?
It is the transferring of a message from the sender to the receiver, who understands the message
What is a message?
A message is the information or instructions being passed by the sender to the receiver.
Name one verbal , one visual and one written communication method?
Phone call, memo, chart
What is upward communication?
This is when a message or feedback is passed from subordinates to managers.
What are communication barriers?
Factors that stop effective communication of messages
What should you do before sending a message?
Think before speaking or clicking send on a message.
Define sender or transmitter
The transmitter or sender of the message is the person starting off the process by sending the message.
Name two advantages of visual communication methods
• These methods can present information in an appealing and attractive way. People are often more prepared to look at films or posters than to read letters or notices because of the interesting way they communicate messages.
• They can be used to make a written message clearer by adding a chart or diagram to illustrate the point being made
What is lateral communication?
This occurs when people at the same level in an organisation communicate with each other. Information and ideas can be exchanged at both formal and informal meetings.
Name four communication barriers
Problems with feedback
Problems with the receiver
Problems with the medium
Problems with the sender
What if someone said something that you don't agree with? What would you do?
Be honest with your thoughts and feelings. Say what you really think and feel.
Define medium of communication
The medium of communication is the method used to send a message, for example, a letter is a method of written communication and a meeting is a method of verbal communication.
Name at least 2 advantages of written communication methods
• There is ‘hard’ evidence of the message which can be referred to in the future. This should help to reduce disagreements between the sender and the receiver about the contents of the message.
• It is essential for certain messages involving complicated details which might be misunderstood if, for example, a telephone call was made. Also, the law in many countries requires certain safety messages to be written and displayed in offices and factories. It is not sufficient to tell people about safety measures – they could be forgotten.
• 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.
• Electronic communication is a quick and cheap way to reach a large number of people.
Give an example of how horizontal communication can be cause of conflict.
Marketing informs Operations that the quality of output is so poor that consumers are returning goods as faulty!
How can this barrier be reduced?
Language which is too difficult is used. ‘Jargon’ or technical terms may not be understood by the receiver.
The sender should ensure that the message uses language which is understandable. Use of jargon or terms which are too technical should be avoided.
What does active listening mean?
When you listen to someone without cutting them off or distracting them.
Define receiver
The receiver is the person who receives the message.
Name at least two 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 opportunity for immediate feedback and two-way communication.
• The message is often reinforced by seeing the speaker. The body language of the speaker, how they stand and their facial expressions, can help to put the message across effectively. This, of course, does not apply to telephone conversations.
What is external communication?
This occurs when messages are sent between one organisation and another, or between the organisation and people other than employees, for example, customers
How this barrier can be reduced?
Problems with the receiver
The message is too long and too much detail prevents the main points being understood. This is again the fault of the sender.
The message should be as brief as possible to allow the main points to be understood.
What is informal communication?
When information is sent and received casually using everyday language
Define feedback
Feedback is the reply from the receiver which shows whether the message has arrived, been understood and, if necessary, acted upon.
Name ate least 5 factors that the sender of a message should consider before choosing the most appropriate method to use to communicate with the receiver:
Speed. cost, leadership style, importance of a written record, the receiver, importance of feedback
What is internal communication?
Communication between members of the same organisation.
How can this barrier be reduced?
If the message is sent down a long chain of command, the original meaning of the message may be lost. It could become distorted.
The shortest possible channel should be used to avoid this problem.