1. Communication GCSE Business and Communication Systems Business and Communication Systems

2. Students should be able to:  Describe the main methods of internal, external, formal and informal communication used in business;  Demonstrate knowledge and understanding of the barriers to effective communication and the consequences of poor communication and;  Demonstrate knowledge and understanding of the main types of communication: - verbal - written - electronic - visual Business and Communication Systems

3.  Apply their knowledge and understanding of the various methods of communication to produce business documents: - memorandums - letters - agendas - minutes - reports - notices  Evaluate the impact that ICT has had on businesses’ communications Cont. Business and Communication Systems

4. The importance of communication When communicating information or data you should have the following features:  It needs to be accurate  It needs to be clear  It needs to create the image and tone that you want to convey If the information is not passed on correctly there will be problems:  It will be misunderstood  It will be misinterpreted  It will be misleading Business and Communication Systems

5. Internal and External communication  Internal communication – is between people who work in the same business. It is within the business e.g. Managing Director and the secretary.  External communication – is between someone who works for the business and someone outside it. It takes place between the business and outside individuals or organisation e.g. Production Director and supplier. Business and Communication Systems

6. Formal and informal communication  Formal communication – takes place when information moves from higher management to subordinate employees, upward where information moves from employees to management and horizontal where information is shared between peers. Examples: invoices, minutes of meetings, audit reports and legal documents such as contracts of employment  Informal communication – is sometimes called the grapevine and might be observed occurring in conversations, email, text messages and phone calls between employees socialising together. Business and Communication Systems

7. Barriers to effective communication  The use of jargon  Physical barriers to non-verbal communication  Emotional barriers and taboos  Culture differences  Differences in perception and viewpoint  Noise  Inconsistency  Expectations and prejudices which may lead to false assumptions or stereotyping  Lack of attention, interest, distractions, or irrelevance to the receiver  Language differences and the difficulty in understanding unfamiliar accents  Physical disabilities such as hearing problems or speech difficulties Business and Communication Systems

8. Consequences of poor communication  Lower efficiency  Low morale  Decreased innovation  Decreased productivity  Mistakes  Lost profits / lost of business  Lost of personnel Business and Communication Systems

9. Types of communications  Verbal communication – the sharing of information between individuals by using speech. Individuals working within a business need to effectively use verbal communication that employs readily understood spoken words, as well as ensuring that the stress and tone of voice with which the words are expressed is appropriate.  Examples of verbal communication: telephone calls, face-to-face, teleconferencing/video conferencing, voice mail, meetings, presentations, interviews. Business and Communication Systems

10.  Written communication – involves any type of interaction that makes use of the written word. Written communication is the most common form of business communication.  Examples of written communication: memorandum, letters, reports, notice, newsletter, agenda, minutes, email, websites, financial documents, advertisements, text messages, fax messages. Business and Communication Systems

11.  Electronic communication – is defined as passing of information from one individual to another using computers.  Examples of electronic communication: email, Internet, Intranet, faxes, phones, computers, video conferencing, Electronic Data Interchange. Business and Communication Systems

12.  Visual communication – is communication through visual aid. It is portrayed as the conveyance of ideas and details in forms that can be read or looked upon. Visual communication typically includes: signs, graphic illustration, drawing, colour and electronic resources among others.  Examples of visual communication: tables, charts, graphs, diagrams, demonstrations, pictures and films, video conferencing, electronic notice boards, PowerPoint presentations. Business and Communication Systems

13. Business documents  Memorandums – also known as memo. These are the main internal and informal written method used in a business.  Letters – these are the main external and formal method used in a business. They can also be used internal in a business.  Agendas – used with formal meetings. An agenda summarises the structure and contents of the meeting.  Minutes – these are typed up after a formal meeting. They highlighted what was discussed at the minute.  Reports – detailed written information of business activity.  Notices – these are displayed on a business’s notice board. Business and Communication Systems

14. Impact that ICT has had on businesses communications Advantages:  Enhanced quality / professional appearance  Enhanced circulation / keeping everyone up-to-date e.g. email  Better decisions due to more up-to-date materials available e.g. Internet research  Faster production  Better use of resources / material can be altered or edited  Proficient image / how the general public sees the business  Internet / access to a vast range of materials and sources. Business and Communication Systems

15. Cont. Disadvantages:  Health and safety / ICT users may suffer from eye strain, back ache, headaches  Capital outlay / how much it will cost to install the new technology  Training costs / employees may need to be trained or retraining  Technology breakdown / computers may crash, get damaged, data may get lost. Business and Communication Systems