2.4.

1 Why effective communication is important and the

methods used to achieve it:

LO: To understand the different

communication methods

SC: To identify different forms Keywords: Internal, External, Formal,

of communication Information, Communication, One-way
Identfy benefits and limitations communication, Two-way communication,
Effective communication
+
Learning outcomes

Key Words:
■ You will be learning about why effective communication Internal,
is important and the methods used to achieve it: External,
■ Effective communication and its importance to business Formal,
■ Benefits and limitations of different communication methods Information,
including those based on information technology (IT)
Communication
■ Recommend and justify which communication method to use
in given circumstances
, One-way
communication
, Two-way
communication
■ Demonstrate an awareness of communication barriers: , Effective
■ How communication barriers arise and problems of communication
ineffective communication; how communication barriers can
be reduced or removed
LO:To identify different methods of communication
+
What is Communication?

Key Words:
■ Communication is messages passed between a sender and Internal,
a receiver. External,
Formal,
Information,
Message Communication
, One-way
communication
, Two-way
SENDER communication
RECEIVER
, Effective
communication

One Way Communication

LO:To identify different methods of communication
+
Message

Key Words:
Internal,
External,
SENDER RECEIVER Formal,
Information,
Communication
, One-way
communication
Feedback , Two-way
communication
Two Way Communication , Effective
communication

LO:To identify different methods of communication

+ One way or 2 way?

Key Words:
Look at the pictures on the next slide. Are they one way or two way communication
Internal,
External,
Formal,
Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+

Key Words:
Internal,
External,
Formal,
Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+
Benefits of 2 way communication

Key Words:
The advantages of two-way communication When the receiver has to, Internal,
or decides to, give feedback to the sender of the message there are External,
two main benefits: Formal,
Information,
■ It should become absolutely clear to the sender whether or not Communication
the person receiving the message has understood it and acted , One-way
upon it. If they have not, then perhaps the message needs to be communication
sent again or made clearer. Effective communication has not , Two-way
taken place until the message is understood by the receiver. communication
■ Both people are now involved in the communication process. , Effective
The receiver feels more a part of this process. He or she can communication
make a real contribution to the topic being discussed or
communicated. This may help to motivate the receiver.
LO:To identify different methods of communication
+
Task - Experiment

Key Words:
■ We are going to see whether one way or two way Internal,
communication is better. External,
Formal,
Information,
Communication
■ First you are going to have a diagram described to you , One-way
using one way communication. You may ask no questions communication
, Two-way
communication
, Effective
■ We will then repeat the process using two way communication
communication

LO:To identify different methods of communication

+
The purpose of communication

Key Words:
■ To provide information about the business Internal,
External,
■ To collect information about the business Formal,
Information,
■ To give instructions Communication
, One-way
■ To coordinate different functions of the business communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+
Effective Communication
Key Words:
■ Clear and Easy to understand Internal,
External,
■ Accurate
Formal,
■ Complete Information,
Communication
■ Appropriate , One-way
communication
■ Via the right medium , Two-way
■ With a chance for feedback communication
, Effective
communication

LO:To identify different methods of communication

+
Effective Communication
Key Words:
Effective communication involves the following four features: Internal,
■A transmitter or sender of the message – this is the person External,
who wishes to pass on the information to others. This person Formal,
has to choose the next two features carefully in order to make Information,
sure that communication occurs effectively.
Communication
■A medium of communication or a method for sending the , One-way
message, for example, a letter or noticeboard.
communication
■A receiver of the information – the person to whom the , Two-way
message should be sent. communication
■Feedback, where the receiver confirms that the message has , Effective
been received and responds to it. This ensures that the communication
information has been correctly received by the right person
and, if necessary, acted upon.
LO:To identify different methods of communication
+
Consequences of poor communication

Key Words:
■ Misunderstandings Internal,
External,
■ Wasted time Formal,
Information,
■ Increased costs Communication
, One-way
■ Inefficiency communication
, Two-way
■ Poor Staff Motivation communication
, Effective
■ Lost Profits communication

■ Disputes
LO:To identify different methods of communication
+
Describing Communication – What do these
terms mean? Can you give an example?
Key Words:
Formal Informal
Internal,
External,
Formal,
Internal External
Information,
Communication
, One-way
One to One One to Many
communication
, Two-way
communication
Verbal Written Visual
, Effective
communication
One way Two way
LO:To identify different methods of communication
Upward Downward Lateral
+
Outside the firm

Ba
nks

e rs Key Words:
t om Managers
s Internal,
Cu
Internal External,
Communication Po Formal,
ten
Inv Information,
est tial
External
Communication
ors
Communication
Inside the firm , One-way
communication
, Two-way
Employees communication
Suppliers , Effective
Directors
Media communication

Tax orities
LO:To identify different methodsh of communication
Aut
+
Internal Communication

Key Words:
In all organisations, it is necessary Internal,
for people to communicate with each External,
other in various ways. Formal,
Information,
Without communication, we would all be Communication
, One-way
working as individuals with no links
communication
with anybody else in the business we , Two-way
work in. The tasks of management in communication
guiding, instructing, warning and , Effective
encouraging workers would become communication
impossible.

LO:To identify different methods of communication

+
Internal Communication

Key Words:
Example of Internal Communications: Internal,
External,
The way in which each message is communicated is
Formal,
also shown.
Information,
■ ‘Please do not smoke in this area.’ (notice Communication
on a table) , One-way
■ ‘How many hours did you work last week?’ communication
(manager asks a worker) , Two-way
■ ‘There will be a Fire Drill at 11:00 today.’ communication

(notice on a board) , Effective

■ ‘The cutting machine has broken down. Can you communication

call the engineer as soon as possible?’

(telephone call)
LO:To identify different methods of communication
+
External Communication

Key Words:
This occurs when messages are sent between Internal,
one organisation and another, or between the External,
organisation and people other than employees, Formal,
for example, customers. Some of the main Information,
examples of external communication are: Communication
, One-way
■ orders for goods from suppliers communication
■ sending information to customers about , Two-way
prices and delivery times communication
■ advertising goods or services (this is , Effective
covered in detail in Chapter 15) communication
■ asking customers to pay bills on time

LO:To identify different methods of communication

+
Communication in the Hierarchy
Key Words:
Internal,
External,
Formal,
Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+
Task

Key Words:
■ Brainstorm all the methods of communication that could Internal,
be used by businesses. External,
Formal,
■ Write them onto the whiteboard Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+ Communication Methods Letters

Meetings Memorandum Agendas

Reports Website Key Words:

Note
Internal,
Voicemail Fax External,
MobileFormal,
Phone Call
News Letters
Information,
Presentations
Communication
E-mails Meeting Minutes
, One-way
Telephone call communication
Text Messages Face to Face,Discussions
Two-way
communication
Notice Video Conferencing
, Effective
Videos
communication
Posters
Brainstorm methods that businesses use to
LO:To identify different methods of communication
Brochures/Leaflets communicate
+
TASK - WRITE DOWN AS MANY AS
YOU CAN….
Key Words:
Internal,
External,
Formal,
Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+ 1. Methods of communication that would only be used
for internal communication

Key Words:
Internal,
External,
Formal,
Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+ 2. Communication methods which would be used for
urgent messages

Key Words:
Internal,
External,
Formal,
Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+ 3. Communication methods which are verbal

Key Words:
Internal,
External,
Formal,
Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+ 4. Written methods of communication

Key Words:
Internal,
External,
Formal,
Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+ 5. Methods that might be used to communicate with
customers

Key Words:
Internal,
External,
Formal,
Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+
Choosing the right medium/method of
communication
Key Words:
What factors would businesses consider when choosing how to send their message?
Internal,
External,
Formal,
Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+
Choosing the right medium for
communication.....
Key Words:
■ Speed Internal,
External,
■ Cost
Formal,
■ Reliability Information,
Communication
■ Impact , One-way
communication
■ Opportunity for Feedback , Two-way
■ Complexity of message communication
, Effective
■ The number of required recipients communication

■ Formality of the message

LO:To identify different methods of communication
+ Task Letters

Meetings Memorandum Agendas

Reports Website Key Words:

Note
Internal,
Voicemail Fax External,
MobileFormal,
Phone Call
News Letters
Information,
Presentations
Communication
E-mails Meeting Minutes
, One-way
Telephone call communication
Text Messages Face to Face,Discussions
Two-way
Video Conferencing communication
Videos
, Effective
Notice
communication
Posters For your allocated method of communication
identify 2 advantages and 2 weaknesses. Use
LO:To identify different methods
appropriateof terminology.
communication
Add to the Google Doc
Brochures/Leaflets
+
Which medium would you choose?

Key Words:
Internal,
External,
Formal,
Information,
Communication
ALetting
An Finding
manager
Letting
employeeout
informing
why an
customers
customers
letting expected
anline
know
know
his employee
that
that delivery
manager
there
you that
are
will
thatif
from
they
recalling
behe the
a is are
sale
sick
a
Informing
Arranging allan
staff
overdraft
details extension
about the Christmas
with the bank party
, One-way
late one
childrenssuppliers
and more
toy
will time
hasn’t
starting
duenot athey
tobe oninbeen
mayreceived
potential
Monday
work be
thatdismissed
choking
day hazard
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+
Formal and informal communication

Key Words:
■ Formal communication is when messages are sent Internal,
through established channels using professional External,
language. Formal,
Information,
■ Informal communication is when information is sent
Communication
and received casually using everyday language , One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+
When it all goes wrong!!!
Barriers to Communication
Key Words:
Internal,
External,
Formal,
Information,
Communication
, One-way
communication
, Two-way
communication
, Effective
communication

LO:To identify different methods of communication

+
Some Communication Barriers
Language The communication message might not use vocabulary that is
understood by the receiver – e.g. too much use of technical or
Key Words:
financial jargon, or different languages, accents
Internal,
Noise Various things stop a message from getting through or being heard –
External,
e.g. poor connection, background noise, distractions, too many
people speaking Formal,
Information,
Overload Too much information can cause problems
Communication
Emotion/ , One-way
The relationship between the sender and receiver of communication
might adversely affect the message – which couldcommunication
be ignored or
Interpretation misinterpreted
, Two-way
Distortion/ Too many intermediaries (e.g. too many layers in hierarchy through
communication
which message has to be passed) might prevent or distort the
Prevention message , Effective
communication
Inconsistenc If people receive conflicting or inconsistent messages, then they may
ignore or block them
y
Technical
LO:To identify The failure of methods
different electronic equipment
delayed or lost.
which causes messages to be
of communication
Failure
+
Reducing communication barriers

Language
Key Words:
Internal,
Noise External,
What could be done Formal,
Information,
Overload
in an organisationCommunication
to
Emotion/ , One-way
minimise these communication
Interpretation
barriers to , Two-way
Distortion/ communication
Prevention communication? , Effective
communication
Inconsistenc
y
Technical
LO:To identify different methods of communication
Failure