Name: Teacher: Section 2

Chapter 9: Internal and external communication

Learning Objectives KEY Vocabulary

L01 - What is communication? 1. Communication

LO2 - Why is it important? 2. Message
LO3 - Internal & External communication 3. Internal communication
LO4 - The advantages & disadvantages of 4. External communication
different methods of communication 5. Transmitter/sender
LO4 - Selecting the correct method of 6. Medium of communication
communication 7. Receiver
LO5 - The direction of communication
8. Feedback
LO6 - Formal & Informal communication
9. One-way communication
LO7 - Barriers to communication
LO8 - Reducing barriers to communication 10. Two-way communication
LO9 - ICT and communication 11. Formal communication
12. Informal communication
13. Communication barriers

WARM-UP

What types of communication do you use every day? Make a list.

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What are the two types of communication??

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Name: Teacher: Section 2
1. Internal communication -

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Directions: Using your book, page 113, connect the common internal message with the way the message is given.

1.‘Please do not smoke in this area’

2. ‘How many hours did you work last week?’ Meeting with all shop workers in a store

3. ‘There will be a Fire drill at 11:00 today.’ Letter written to an employee

4. ‘The cutting machine has broken down. Can you Sign on a door
send the engineer as soon as possible?’
Emailed memorandum to Operation Manger
5. ‘Sales last week reached a record level. You will
need to increase output so that we do not run out of Telephone call
inventories.’
Notice on a board
6. ‘Keep this door locked at all times.’
Manager asks a worker
7. ‘You have been sacked because of frequent
absences from work. Please acknowledge receipt of Notice on a table
this letter.’

8. ‘Shoplifting is on the increase in our store – this

meeting gives…..’

METHODS OF COMMUNICATION

ORAL communication examples Written communication examples

INTERNAL communication
Name: Teacher: Section 2
2. External Communication

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Methods of Communication

Oral communication examples Written communication examples

EXTERNAL communication Telephone Media broadcast

Effective Communication

Directions – match the correct definition

Effective communication involves 4 features:

……… the person who receives the message a. Transmitter or sender

……… the reply from the receiver which shows b. Receiver

whether the message has arrived, been understood
and, if necessary, acted upon c. Feedback

……… the method used to send a message d. Medium of communication

……… the person starting off the process by sending

the message.
Name: Teacher: Section 2
One-way and two-way communication

Directions: write the definition for each

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Two-way communication? Write Yes or No

Notice on table

Face-to-face conversation with worker

Notice on board

Telephone call

email

Sign

Letter

Meeting

Advantages of two-way communication

Name: Teacher: Section 2
 Clear to the …………………… if the person ………………………… the …………………………. .

 Both ………………….. are involved in the ……………………………….. process.

Communication Methods

What are the 3 communication methods?

1……………………………………………………………

2……………………………………………………………

3……………………………………………………………

Advantages Disadvantages

Verbal

Written

Visual
Name: Teacher: Section 2
Formal and informal communication

10. Formal communication is

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11. Informal communication is

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12. Communication barriers

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