1. Thought for the day:
‘Think like a wise man but communicate in the language of the people.’ Yeats (1865 – 1939) 1

2. COMMUNICATION

3. Anayslse the causes of communication failure.
Lesson 5: Revison- Using the Specimen question paper
Target
Outcome
Who?
Keywords 
Compare the ways in which communication takes place within organizations.
Identify types of ICT
All 3
Communication
Channels of communication
Communication media
Lateral communication
Vertical communication
Anayslse the causes of communication failure.
Be able to prepare different forms of communication.
Discuss the effect of new technologies on communication
Explain how types of networks influence the effectiveness of communication (HL).
MOST
4/5
Evaluate communication solutions
SOME
6/7 3

5. Defined What do you think?
Communication is the process by which information is exchanged between a group or person and another

6. Purpose of Communication
Communication is aiming to exchange of information, ideas, opinions and feelings.
Communication is said to be effective when it is received and understood in the manner intended by the sender.

7. What makes communication?
A message: people communicate in order to pass a message
A Source: the transmitter – all messages arise from a source
A medium: transmission – there are many formal methods that a person can use to transmit information
A receiver: Communication only becomes complete when a message is received
Feedback: the receipt of a message normally creates a response from the recipient.

8. Change in payment systems
Communication
Process:
Finance Dept
Change in payment systems
Sender or
Instigator
Channel
Receiver
Medium
Feedback

9. Message/ Source/ Medium/ Receiver/ Feedback
Which is which?
Message/ Source/ Medium/ Receiver/ Feedback

10. Forms of communication
Communication can take a number of forms, including:
Written (Letters, memos, Reportas, Notices, Executive Summaries, Abstracts, Research proposals)
Spoken (oral)
Visual (Graphical, body language)
Electronic forms

11. Remember communication is: - Not always Word!
What are these people communicating to you?

12. What are you doing? ‘What are you doing?’
How many different messages can you communicate with these same four words?
‘What are you doing?’
What are you doing?
Bring up Blue words’ What are you doing. Get students to say it with as many different meanings as possible.
Bring up the same words with different emphasis on the red word. See how it changes the meaning.

13. QUESTION One advantage and disadvantage of each communication medium?
Pg 123
Verbal communication
Non-verbal communication
Visual
Electronic

14. Advantages and disadvantages of communication medium?
Verbal (spoken) – rapid, flexible, covering meaning by content and by manner of speech HOWEVER it can cause confusion where the recipient is unable to pick up on the intonation
Non-verbal – very important in face-to-face communication HOWEVER limited to supportive role (conveying very simple messages)
- (form of non-verbal) Visual – Understood easily, quicker than words, cheaper, long lasting impact HOWEVER

15. Who must managers communicate with?
Customers
Financiers
Employees/ Shareholder/ Potential Investors
MANAGER
Suppliers
The local community/ Media
The government

16. What are the main management tasks?
Planning
Organising
Leading
Directing
Controlling
Communication can help you do this!

17. Purpose of communication in Business:
Communication is essential to the achievement of business objectives.
This is because the basic purpose of any communication is to influence the actions of others.
Effective communication is therefore an essential aspect of management

18. Purpose of communication in Business:
Goals must be established for the organisation and then communicated to objectives
Communication is vital to the development of plans
Communication is also essential in the organisation of both human and non-human resources
Leading, directing and motivating inevitably require communication skills
The control function cannot be effective without the communication of accurate and up-to-date data

19. Classification of communication: Formality
Formal and Informal
Formal – Using channels of communication
Informal– Channels established by the employees themselves (passes information quickly but usually distorted).

20. Communication by Formality
Formal communication = arranged, approved or official
Informal communication = unofficial, unplanned
They help:
i) satisfy personal needs
ii) counter monotony at work
iii) provide an alternative source of job-related information

21. Communication flows – Formal/informal

22. TOK
Discuss the viability, reliability and credibility of knowledge communicated through formal and informal channels.

23. Direction
Where there is no facility for a reply (feedback), it is called one-way communication
Feedback built into two-way communication is a feature of a democratic leadership style
Sender
Receiver
Sender
Receiver

24. Feedback
Sender receives feedback e.g manager discusses an issue with an employee at a meeting.
This is slower than one way but sender gains more information.
Sender
Receiver

25. Why is the facility for feedback important?
Feedback ensures message is fully understood
Feedback enables subordinates to contribute to the process of decision making

26. Activity
A01: Knowledge
AO2: Application 26

27. Summing Up
In an organisational context, the aim of communication is to influence others to work towards the achievement of the goals of the organisation
You should recognise also that communication links the organisation with customers, suppliers, creditors, shareholders and the wider community
Communication may be classified by media, direction and degree of formality

28. Activity
What factors do you think would effect the choice of communication method?
Pairs ‘thought shower’
A01: Knowledge 28

29. A model of communication
Noise
Decodes and interprets
Conceives and encodes
Transmission of the message
SENDER
RECEIVER
Transmission of the message
Encodes
Decodes

31. A model of communication
Communication is the process by which an idea is transferred from one mind to another.
The purpose is to make the receiver understand what is in the mind of the sender.
To accomplish this task, it is necessary for the sender to encode a message in appropriate words, symbols or gestures.
Effective communicators will adjust their style of language to different situations.

32. Internal communication
The purpose of most formal communication is to initiate action
The performance and efficiency of an employee will be influenced by the effectiveness of internal communication.

33. INTERNAL COMMUNICATION
Head office
Branch Manager
One department
Another Department
Staff
Manager
Staff
Staff

34. The importance of internal communications
To achieve business aims, functional areas must support each other, eg
Operations and sales must agree delivery dates
Finance must know what has been sold
Sales staff must know credit limits
Customer service must know about problems and delays
Human resources must know about training requirements
GOOD COMMUNICATIONS ARE ESSENTIAL
This slide links back to key requirements in 1.5, that students should understand how functional areas work together and support each other. This is usually done through a range of communication methods: meetings, memos, s etc. Their mutual dependency relationship should be stressed and – especially – the close links required between operations, sales and customer service. Sales cannot promise delivery dates which cannot be met, production problems should be communicated to customer service if there will be delays and so on.

35. EXTERNAL COMMUNICATION
Business
Other Businesses
Staff
Customers
Shareholders
Business
The community
Business

36. The importance of external communications
External communications are critical to sales, eg
Customer enquiries must be handled promptly
Product/service information must be accurate/attractive
Customer invoices must be correct
Customer and supplier problems must be resolved quickly
Students may understand this idea more easily. Businesses communicate with a range of external contacts (see Stakeholders, unit 2.1), but customers and suppliers are two of the most critical. Students should understand that a customer who receives a delayed response, incorrect information or problems will be highly likely to purchase elsewhere.

37. Communication – Internal/External
Suppliers
Internal Communication
e.g Directors
Managers
Employees
Shareholders
Other businesses
Potential Investors
Government
Local Community

38. Reasons for communication
Informing – Presenting facts
Commanding – giving instruction
Negotiating – Presenting a case
Reporting – Presenting findings
Co-ordinating – organising people
Co-operating – involving teamwork
Motivating – influencing attitudes

39. Good communication
Good Internal communication makes sure everyone within the business is aiming towards the same goal.
It makes sure people know what they are expected to do and why they are doing it
It also co-ordinates the activities of different parts of the business.

40. Activity What is a barrier to communication? Pairs ‘thought shower’
A01: Knowledge 40

41. A model of communication

42. A model of communication
Transmission can be affected by noise
Noise is anything that distracts the recipient and causes either a failure to receive the message or a misinterpretation of the message
But there are many other barriers…
Here are a few….

43. Barriers to effective communication
Perception – Interpret messages according to our experienced, motives ad state of mind.
e.g.
suspicious
anger frustration
shyness and confusion
all can distort our ability to communicate and to respond.

44. Perception All communication has a SOURCE who initiates the activity
The source will often react and respond to the recipient's reaction e.g feedback.
How the recipient responds depends on his receptive ability, formulated by his values and beliefs.
These are influenced by the culture of present and past environment – education, status, personality etc.

45. Perception/ Attitudes
‘An attitude is a predisposition to make certain kinds of judgements about people, issues and events, usually in specific situations. Attitudes lead to personal opinions and prejudices.’

47. Perception Everyone is affected by childhood experiences.
Create positive and negative reactions
These build attitudes that are linked to our image of ourselves
There are four basic psychological attitudes:

48. I’m okay – You’re okay
Down-to-earth
I’m Okay – your not okay
Badly treated as children. Blame others
I’m not Okay – You’re okay
Feel powerless and insignificant in comparison to others. Try to avoid others ot attach like parasites.
I’m not okay – You’re not okay Despair and lose interest in living.

49. Communication Loop

50. Barriers to communication
Language Problems – Jargon and abbreviations, ambiguity, different languages
Vague purpose – transmitter is not clearly thought through why, or for whom the message is being transmitted (wrong target for message)
Inappropriate medium – delayed, wrong choice of formal/informal
Suggest to students / only take down the key words (maybe in spider diagram form)

51. Barriers to communication
Status, social distance – degree of stiffness and formality that impairs the discussion
Red Tape/ bureaucracy – Communication breaks down in large organisations because of number of employees – impersonal, inflexible, ineffective. People can get messages who don’t need them.
Stereotypes – beliefs about others play

52. Barriers to communication
Location – Geographical or people always out of the office.
Different countries/ different cultures/ time difference
play
16:36 Wed
01:36 Thu

53. Barriers to communication
Length of ‘chain of command’ or distance – word of mouth through a number of people - distorted

54. Barriers to communication
Distraction of receiver – not have full attention
Hostility between participants – Poor relationship. An employee not promoted, or supervisor who feels let down.
Stress or frustration – Repetitive bored work, or failure to have good work recognised, will tend to cause frustration and can affect an employees performance and distort their ability to communicate. Conflict in organisations is often the result of misunderstanding caused by stress.

55. Barriers to communication
The grapevine – informal methods of communication can establish opinions which formal communication is unable to change. Rumour thrives on distorted and sensational interpretations of information, and it can distort an employee’s ability to perceive the true situation.
Jargon – A word or phrase which has technical or specialised meaning.

56. Barriers to communication
Problems with ICT – Information overload, introduction of ICT (training), confidentiality
Skills of the sender and receiver – Senders ability to explain message and receiver understanding it.

57. Barriers to communication
Form of the message – We probably forgotten half of what we hear within a few hours, no more than 10% remains after two or three days.
Sender must make sure it:
does not contain too much information
is not poorly written
is not presented too quickly
written in a way which is understood.
Wrong target for the message – wrong information to wrong person

58. Communication failure
Communication problems result in:
Inefficiency
Failure to achieve organisational goals, and
Employment relations problems
Low morale
Errors – reworking
Loss of competitiveness (low productivity)
Lack of control
Pg 239 Hoang

59. Improving the quality of communication
Planning the message to improve encoding
Selecting an appropriate channel
Ensuring that the recipient is receptive

60. Planning the message to improve encoding
This might mean that the communicators need to undergo training and/or the message needs to be adapted to the recipient’s needs

61. Selecting an appropriate channel & method
Need to build in a feedback mechanism
Selecting an appropriate channel & method

62. Ensuring that the recipient is receptive
It is important to make sure that the message is received in an environment that lends itself to concentration.

63. Summing up
Effective communicators will adjust their style of language to different situations.
After a message is encoded (prepared for transmission), it is transmitted via a communication channel or medium. It then needs to be decoded (so that its meaning to the recipient is as intended by the sender) .
Transmission can be affected by noise
Communication problems result in:
Inefficiency
Failure to achieve organisational goals, and
Employment relations problems

64. Communication networks
Higher Level
Clarke pg 115

65. Communication networks
Higher Level
Clarke pg 115

66. Activity
Case Study:
Clark pg
A04: Evaluation 66

68. What do these faces tell you?

70. HIGHER LEVEL
Link org chart, motivation and communication

71. Effect on communication as businesses grow…
More layers in the hierarchy
Use with scanned notes communication efect on

72. Effect on communication as businesses grow…
More layers in the hierarchy
Communication is more difficult
Slows decision making
Greater risk of message getting distorted
Goes through so many people ,message gets confused

73. Effect on communication as businesses grow…
Number of people increase
More written communication
Instead of quick conversation to sort something out you end up with numerous messages back and forward
Lots of paperwork
Less face to face (no immediate feedback)

74. Effect on communication as businesses grow…
More difficulty with changes in employment patterns
Part time
Work from home
Outsourcing
Communication more complex

75. Effect on communication as businesses grow…
Amount of written communication generated in a large organisation can lead to communication overload
So much information gathered to keep control that it gets in the way of making decisions
Managers desks covered in memos/reports – swamped
Overload leads to inefficiencies (can’t find information when needed/ or too much data to decide what's important).

76. Activity
In groups – how are you going to deal with these problems to improve communication in your company?
message getting distorted
Less face to face (no immediate feedback)
More difficulty with changes in employment patterns
Communication overload
A04: Evaluation 76

77. Possible Solutions: Feedback
message getting distorted

78. Possible Solutions: Feedback
Less face to face (no immediate feedback)

79. Possible Solutions: Feedback
More difficulty with changes in employment patterns

80. Possible Solutions: Feedback
Communication overload

81. Improving communication
Perfect communication is an impossible objective, but an organisation will benefit from relative improvements

82. Improving communication
Ensuring employees are aware of communication problems
Using more than one communication net/system
Minimising communication chain linkages
Reducing status differentials e.g open plan offices or all staff using the same cafeteria
Careful composition of messages, encouraging simplicity and clarity

83. Improving communication
Using different media to reinforce the message
Encouraging recognition of cultural and social differences, prejudices and interdepartmental rivalries
Using and encouraging upward communication channels e.g appraisal, staff meetings, suggestion boxes, procedures for solving grievances, for feedback.

84. Summary There are many Barriers to effective communication
In particular, there are many difficulties for large companies.
Essay:
‘Communication is inevitably more difficult in large organisations.’ Discuss.
HINT: Your discussion should include an evaluation of what can be done to improve it.

85. Exam question 4 (b) 2008:
Business directors can not agree on how a decision to close the old factory should be managed and communicated to staff.
Recommend which approach should be used.
Justify your answer.
10 marks

86. Purpose of Communication
Communication is aiming to exchange of information, ideas, opinions and feelings.
Communication is said to be effective when it is received and understood in the manner intended by the sender.

87. Think about it!
What are the consequences of poor communication?

88. Symptoms of poor communication
Low morale
Errors or re-working
Higher labour turnover
Unwillingness to make decisions and/or accept responsibility
Loss of cometitiveness (low productivtiy etc)
Lack of control
Conflict and/or aggression
Absenteeism
More production errors or higher ‘scrap rate’
Evidence of lack of control and discipline

89. Why effective communication is essential?
Because employees need to know what is expected of them and what they should be trying to achieve.

90. Meeting Objectives All businesses work towards achieving objectives.
These objectives can be met by means of clear plans.
The implementation of plans involves establishing policies which govern the way things are done in the organisation.