Ali Nehan Khan IGCSE Business TCHS

CHAPTER 09: INTERNAL AND EXTERNAL COMMUNICATION

Worksheet 1
Name: Ali Nehan Khan Assigned on: 17.04.2023 Due Date: 25.04.2023

Learning Outcome: At the end of the lesson students should be able to explain –
 About effective communication and its importance to business
 The benefit and limitations of different communication methods, including those
based on information technology
 How to recommend and justify which communication method to use in given
circumstances
 How communication barriers arise and problems of ineffective communication
 How communication barriers can be reduced or removed

Explain the key terms you need to know:

The transferring of a message from the sender to the receiver, who
understands the message; through an appropriate medium. Effective
Communication communication includes feedback to make sure everyone understands the
communicated message.

The information or instructions being passed by the sender to the receiver.

The message can be conveyed through various mediums such as verbal,
Message
written, or visual communication.

A form of communication which is between members of the same

Internal organisation. Internal communication may involve sharing operational
communication. Give guidelines, circulating notices, distributing company policies, and
examples conducting team meetings.

A form of communication which is between the organisation and other

External organisations or individuals. Some examples of external communication
communication. Give include placing orders for goods from suppliers, sending important
examples information to customers about prices, advertising goods or services etc.

The person starting off the process by sending the message. This person
Transmitter/Sender chooses the appropriate medium or channel through which the message
will be conveyed.
Ali Nehan Khan IGCSE Business TCHS

The method used to send a message. There are various mediums for
communication, some examples are: a letter is a method of written
Communication
communication and a telephone call is a method of verbal communication.
medium
The person who receives the message. They are the individual, group, or
entity meant to receive, interpret, and understand the communicated
Receiver
message.

Feedback is the reply from the receiver which shows whether the message
has arrived, been understood and, if necessary, acted upon. Feedback aids
Feedback in making informed decisions by considering various perspectives,
promoting improved understanding.

One-way communication involves a message which does not call for or

require a response. One-way communication does not allow the receiver to
One-way
contribute to communication or to provide any feedback.
communication
Two-way communication is when the receiver gives a response to the
message and there is a discussion about it. Two-way communication
Two-way ensures clarity by allowing both parties to engage effectively in the
communication communication process.

Formal communication is when messages are sent through established

channels using professional language. Formal communication usually
Formal
follows a hierarchical flow within the organization, following specific
communication
channels based on the organization's structure.

Informal communication is when information is sent and received casually

Informal using everyday language. Informal communication disregards formal
communication structures or rules, allowing for more spontaneous interactions.

Communication barriers are factors that stop effective communication of

messages. Some examples of communication barriers include language
Communication
differences, poor listening skills, cultural misunderstandings, physical
Barriers
distance, and distractions.

Complete the process of effective communication

 Ali Nehan Khan IGCSE Business TCHS

1. Sender

2. Message
4. Feedback
through a medium

3. Reciever

1. Discuss the importance of effective communication

 Effective communication fosters clarity and comprehension among individuals or groups; due
to the presence of feedback.

 It enables teamwork, idea sharing, and collective problem-solving.

 Improves efficiency by minimizing misunderstandings and errors.

 Strengthens interpersonal relationships, trust, and mutual respect among stakeholders.

 Critical for achieving organizational goals, meeting objectives, and fostering a positive work
culture.

2. Explain briefly the importance of internal communication

 Ali Nehan Khan IGCSE Business TCHS

Internal communication within a business is crucial as it maintains organizational clarity, ensures

task coordination, and facilitates the flow of essential information among employees. It enables
effective management, ensures clarity in tasks and expectations, and fosters a cohesive work
environment necessary for operational success.

3. Explain briefly the importance of external communication

External communication is vital for businesses as it establishes relationships with suppliers and
customers, facilitates transactions, and influences the company's public image. It ensures the
conveyance of information, promotion of goods or services, and sustains a positive brand reputation
essential for business growth and success

4. Give an advantage and a disadvantage of one-way communication

An advantage of one-way communication is its efficiency in quickly delivering information to a
broad audience, while its disadvantage lies in the absence of immediate feedback, which can lead to
potential misunderstandings or misinterpretations.

5. Give two advantages of two-way communication

 Opportunity for feedback: Ensuring the receiver understands and acts upon the message reduces
the likelihood of misunderstandings or misinterpretations- Increased clarity.

 Increased Bonding/Affiliation: Involving both parties in the communication process empowers

the receiver, encouraging active participation and potential contribution, thereby enhancing
motivation.

Methods of communication
Verbal Written

6. Explain the following factors in choosing the appropriate communication method

Visual
 Ali Nehan Khan IGCSE Business TCHS

Consider how urgently the information needs to be conveyed to

Speed the receiver. Some situations may require immediate
communication, while others allow for more time.

Assess the importance of deciding between minimizing costs,

Cost and ensuring effective communication, especially in critical
situations like safety alerts or urgent notifications.
Consider the level of detail in the message to determine the
Message details most appropriate communication method. Technical or detailed
information typically necessitates written or visual forms of
communication to convey effectively.
Different leadership styles may favour certain communication
Leadership style methods. A democratic leader might prefer two-way verbal
communication, while an autocratic leader might opt for a more
one-sided approach.

Consider the number and location of the recipients. Tailor the

The receiver
Importance of a written record
Importance of feedback
communication method to suit the audience size and proximity,
choosing between one-to-one or mass communication channels.
Assess if it's necessary to document the communication for
future reference. Legal contracts or formal agreements often
require written records.
Evaluate the need for immediate or periodic feedback. Direct
verbal communication might be suitable for instances where
quick feedback is crucial, like in customer transactions.

7. Explain the advantages and disadvantages of verbal communication

Advantages Disadvantages
 Ali Nehan Khan IGCSE Business TCHS

1. Information can be given out quickly. When In a big meeting, there is no way of telling
this happens at big meetings, it is an efficient whether everybody is listening or has
way of communicating with a large number understood the message
of people
2. There is opportunity for immediate feedback It can take longer to use verbal methods when
and two-way communication feedback occurs than to use a written form of
communication.
3. Seeing the speaker's body language and When an accurate and permanent record of the
facial expressions can reinforce the message. message is needed, such as a warning to a
However, this isn't possible during telephone worker, a verbal method is inappropriate.
conversations.

8. Name the different written communication methods used by businesses

(i) Business Letters
(ii) Memos
(iii) Reports
(iv) Notices
(v) Emails
(vi) Text Messages

9. Explain the advantages and disadvantages of written communication

Advantages
1. 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.
2. Complex messages might be misunderstood
Disadvantages
Feedback may rely on electronic communication,
yet this can flood inboxes, causing information
overload. With written messages in other formats,
two-way communication becomes challenging,
hindering immediate feedback.
It is not so easy to check that the message has been
 Ali Nehan Khan IGCSE Business TCHS

during phone calls. Laws in many places
demand written safety messages in workplaces
to ensure crucial safety measures aren't forgotten acknowledge’ function can be set up.
or overlooked.
3. 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.
4. Electronic communication is a quick and cheap
way to reach a large number of people.
received and acted upon as with verbal messages –
although this can be done with email as a ‘please
The language used can be difficult for some
receivers to understand. If the written message is
too long it may be confusing and lose the interest of
the reader.
There is no opportunity for body language to be
used to reinforce the message.

10. Name the visual methods of communication

Visual methods of communication encompass films, videos, PowerPoint displays, posters, charts,
diagrams, photographs, and cartoons.

11. Explain the advantages and disadvantages of visual communication

Advantages
1. Appeals to people due to its attractiveness,
making it easier for audiences to engage
with information through films or posters.
2. Enhances written messages by utilizing
charts or diagrams to clarify and illustrate
points effectively.
Disadvantages
Lack of immediate feedback might necessitate
additional forms of communication to ensure
message comprehension
Complexity in interpreting charts and graphs
might lead to misunderstandings.

12. Here listed are some of the common barriers to effective communication. Suggest suitable measures
to overcome each of the barrier
Ali Nehan Khan IGCSE Business
Communication Details of the barrier
barrier
Usage of complex jargon or technical
terms may confuse the receiver due to
language difficulty.
Speaking too quickly or unclearly
during verbal communication might
hinder understanding.
Problems with
the sender Sending the wrong message or
directing it to the wrong recipient
causes miscommunication.
Messages that are overly long and
detailed can obscure the main points,
leading to understanding issues,
typically attributed to the sender.
Risk of message being overlooked or
unseen by the intended recipient.
The wrong channel has been used
If the message is sent down a long
chain of command, the original
meaning of the message may be lost
Problems with
Risk of the original message losing its
the medium intended meaning if sent through
multiple hierarchical levels.
Problems with They might not be listening or paying The importance of the message should
attention, which may cause the message be emphasised. The receivers should
the receiver
to be ignored.
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How the barrier can be reduced or
removed
 Use simple and understandable
language.
 Define technical terms if
necessary or avoid using them.
 Speak slowly and clearly.
 Ensure proper enunciation and
articulation.
 Double-check the message
content before sending.
 Confirm the intended recipient
before transmitting.
 Use concise and relevant
information to convey the main
message.
 Focus on Key points
Ensure the message is displayed or
sent directly to the intended recipient's
attention (feedback)
Choose communication channels that
ensure the message's visibility and
reach to the target audience.
Simplify the communication process
by minimizing intermediaries or
ensuring clear, concise message
transmission at each level.
Establish a feedback mechanism or
encourage recipients to acknowledge
receipt and understanding of the
message.
be asked for feedback to ensure
understanding.
Ali Nehan Khan IGCSE Business
The receiver may not like or trust the
sender. They may be unwilling to act
upon his or her message.
Problems with There is no feedback.
feedback
Maybe the feedback passes through
many people before getting back to the
original sender, causing delays or
changes like the original message.
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There should be trust between the
sender and the receiver or effective
communication is unlikely. Perhaps
another sender should be used who is
respected by the receiver.
Perhaps no feedback was asked for.
Perhaps the method of
communication used did not allow for
feedback. An alternative method of
communication might have been
better that did allow feedback.
It's better to have direct
communication between them as it's
more effective.