Flashcards
Chapter 15: Business Communication
Cards in this deck (35)
- 1Intranetinternal computer networks built on internet technologies.
- 2Effective CommunicationThe exchange of information between people or groups, with feedback.
- 3Key features of effective communication: 5- Sender (or transmitter) of message
- Clear message
- Appropriate medium
- Receiver
- Feedback to confirm receipt and understanding
If no feedback then effectiveness cannot be judged. - 4The quality and effectiveness of internal communication can have an impact on many areas of business: 6- Staff motivation – thus labor productivity. If staff encouraged to participate through group discussion for example then effective communication will aid motivation. If poor communication feel out of touch
- Number and quality of ideas generated by staff – if staff asked for their ideas, can assist with problem solving
- Speed of decision-making – more people who have to receive and react to a message, slower the decision-making system will be
- Speed of response to market changes – if slow to communicated to decision-makers then business will be slow to respond with appropriate products
- Reduces risk of errors – incorrect understanding of a poorly expressed message will lead to incorrect responses. Could lead to many internal problems.
- Effective coordination between departments - 5Communication MediaThe methods used to communicate a message.
Poor communication will lead to demotivate staff, uncoordinated departments, poor customer services and a lack of overall direction for the business. - 6Oral Communication examples, adv and disCan be one-to-one conversations, interviews, appraisal sessions, group meetings or team briefings. Allows 2 way communication and feedback so should encourage good motivation. Body language can be used. However this can be bad if sender appears bored, uninterested or aggressive. All other that are not oral are called ‘non-verbal’ communication
- 7written communication examples and advletters, memos, notices on boards, reports, minutes of meetings and diagrams. Some managers like things in writing
- 8IT and web-based media examples, drawbacks 5internet and email use, intranets, fax messages, video/web conferencing and smartphones and social media. Drawbacks of these applications of electronic media:
- May require staff to be trained and the young are usually more proficient in their use than older employees
- Reduce social contact and can create a sense of isolation and an important social need may go unsatisfied. Employees may use company time to send personal messages
- Direct interpersonal contact is lost and most of these media don’t allow use of body language to help convey messages
- Security issues with computer technology and hard copies of important messages are often kept too in case of a virus
- IT can lead to information overload as a result of the speed and low usage cost of these methods. Too much info can also cause stress and a feeling of overwork and block important communication. - 9Information OverloadSo much information and so many messages are received that the most important ones cannot be easily identified and quickly acted on – most likely to occur with electronic media.
- 10Visual Communication examplescan be used to accompany and support oral, written or electronic communication. Diagrams, pictures, charts and pages of computer images can be presented using overhead projection, interactive white boards, data projectors, downloads… impact is increased if color and movement are used. Particularly useful in training or in marketing.
- 11Oral strenghts 4 and weaknesses 5-direct
-can be varied to suit needs of receiver
-easy to understand
-can be questioned quickly -need to listen carefully
-affected by noise
-passive
-no permanent accurate record
-can be quickly forgotten - 12written strenghts 5 and weaknesses 7-recorded – permanent record
-more structured
-easy to distribute
-cannot be varied
-can be referred to again -often difficult to read
-message identical to each receiver
-no body language
-feedback slower
-no immediate response
-may be misinterpreted
-costly and time-consuming - 13visual strengths 4 and weaknesses 4-more interactive
-demands attention
-often easier to remember
-creates greater interest -needs close attention
-sometimes too fast
-not always clear
-interpretations by receivers can vary - 14IT/web based strenghts 6 and weaknesses 6-great speed
-interactive
-messages can be sent to many people
-encourages response
-overcomes global boundaries
-good image for external communication -cannot always be received eg poor internet access
-relies on receiver responding and acknowledging
-expensive in hardware
-risk of communication overload ie excessive emails
-security issues
-diminishes interpersonal contact - 15Factors influencing choice of appropriate media 7- Importance of a written record that the message has been sent and received ie new legal contract
- Advantages to be gained from staff input or two-way communication
- Cost – electronic media often require expensive capital resources but once obtained emails are cost effective. Written memos are cheap but how many people will see them?
- Speed
- Quantity of data to be communicated – longer, more detailed less likely oral
- Whether more than one method should be used for clarity and to be sure message has been received
- Size and geographical spread of the business – multinationals may be impossible for regular meetings - 16Communication BarriersReasons why communication fails.
- 173 broad reasons why barriers to communication occur:Failure in one of the stages of the communication process
poor attitudes of either sender of receiver
physical reasons - 18Failure in one of the stages of the communication process examples 6a. Medium chose may be inappropriate.
b. If a receiver forgot ie long message given orally, written would have been more appropriate
c. A misleading or an incomplete message – ie send goods soon
d. Excessive use of technical language or jargon – terms understood by a specific group but not by others – may prevent receiver from being able to comprehend what is required – language barriers
e. If too much information – can’t grasp important elements
f. If channel of communication is too long – messages will be slow to reach intended receiver and they may become distorted or change their meaning on the way - 192. Poor attitudes of either the sender or the receiver: 4a. If sender isn’t trusted – ie previous misleading messages or unpopular decisions- then receiver may be unwilling to listen or read message carefully
b. Unmotivated or alienated workers make poor receivers – won’t take trouble to make sure communication effective
c. Intermediaries – those on communication channel – may decide not to pass on a message, or change it, f poorly motivated
d. Sender may have such a poor opinion or perception of the receiver that no effort is made to ensure clarity of message or to check on understanding - 20Examples of physical reasons 2a. Noisy factories aren’t best environment for communication – external environment
b. Geographical distance can inhibit effective communication - 21There are 6 steps managers should take in order to minimize the impact of communication barriers:1. Ensure the message is clear and precise, but adequately detailed
2. Keep communication channel as short as possible
3. Make sure that channels of communication are clear to all involved
4. Build in feedback to the communication process so that problems with receipt or understanding of the message can be checked quickly
5. Establish trust between senders and receivers – could be most easily achieved in a business where the culture is to accept all staff as being important and as having useful contributions to make
6. Ensure that physical conditions are appropriate for messages to be heard or received in other ways - 22Formal Communication NetworksThe official communication channels and routes used within an organization
- 23The chain networkUsually used in a hierarchical structure ie police, army and civil service. One person at the top starts off the communication message and this is passed on the person on to the nett person on the lower level. Designed for authoritarian leaders. Reminds us of the weaknesses of both long chains of command and one-way communication. Method gives leader control and allows an overview from the top of the organization of the communication system
- 24The vertical networkno group network. Boss communicates with all directly but individual. Could be used in a small department or any situation with a narrow span of control
- 25The wheel networkthe leader is at the center – or person at center becomes the leader. Could be 2 way communication between leader and each of the other parts of the wheel, but horizontal communication is poor. Leader is in control and can limit formal contact between others. Network may represent situation of a regional manager communicating to each of the branch or site managers.
- 26The circle network:decentralized network – no obvious leader - may be difficult for all members of the circle to agree new strategy between them due to slow rate of communicating through whole group – can only talk to 2 others in group. Methods don’t allow receiver to question message, ask for further explanation or discuss with sender. No assurance of message.
- 27The integrated or connected network:allows full 2 way communication between all group members or with all of them. Typical of team meetings or brainstorming sessions. Allows participative style of decision-making. Could assist in solving complex problems where input from all group members is needed.
- 28Speed of learning new procedure Speed of solution with simple problems Speed of solution with complex problems Originality of ideas Number of messages sent Satisfaction/morale of centralized networks (chain, vertical, wheel, ) nad decentralized networks (circle, integrated)Centralized newtorks: fast, fast, slow, low, few, low
decentralized networks: slow, slow, fast, high, many, high - 29examples of one way communication, vs 2 wayExamples of one way: safety notices on machinery, messages pinned on notice boards or written instructions which need to be acted on immediately. 2 way can prove to be more motivating as allows participation. Essential for democratic leadership. However time consuming.
- 30Link between staff motivation and effective communication: 21. Motivation – effective communication: well motivated staff – more likely to listen and respond positively to messages – better and more accurate communication
2. Effective communication – motivation: effective communication – staff more likely to feel involved and will receive constant feedback – shorter communication channels reduce remoteness form the ‘top’ – leads to better motivated staff - 31Horizontal communicationVertical communication is when people from different levels of hierarchy communicate with each other. This is the main direction of communication in formal hierarchies. Horizontal communication occurs along an organization chart – between people with approximately the same status but different areas of responsibility. Isn’t as common apart from in team meetings or committees often because such meetings tend to be about coordinating policy, when most line managers are concerned with their day to day responsibilities. May be widespread feeling that meetings with ‘equals’ will bring either compromise solution or infighting over the allocation of resources.
- 32Common problems of horizontal communication are: 2- Different departments may not understand the culture, way so working, objectives, problems or technical language of the others
- The outlook and objectives of different departments could conflict - 33Informal CommunicationUnofficial channels of communication that exist between informal groups within an organization.
- 34Some managers want to reduce informal communication as much as possible because: 3Wastes valuable working time
Spreads gossip and rumors and these can be unsettling and lead to feelings of insecurity
May result in informal groups banding together to resist management decisions- even though may not have been officially communicated yet - 35Some managers think informal communication serves useful purposes: 3All informal communication can help create important feelings of belonging and social cohesion
Management can use the grapevine to ‘test out’ new ideas and see what the unofficial reaction may be – if too negative may never make official announcement
Can help to clarify official messages by talking them over with friends
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- A level AL Business (Unit 2: People in Organisation) Flashcards on Chapter 15: Business Communication, created by HRYN red on 18/04/2022.
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- HRYN red
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