1. Unit 18

2. Objectives To understand the meaning of communication Appreciate the impact of insufficient or excessive communication on efficiency Appreciate the impact of poor communication on staff and the motivation of staff Understand the barriers to effective communication.

3. Key Terms Communication – a message passed between sender and receiver, through a medium such as email or letter Feedback – response to a message by its receiver to the sender. Internal Communication – communication within the business organisation. External communication – communication with a person/agent/business outside the organisation. Channels of communication – the path taken by a message, horizontal, vertical or grape vine.

4. Key Terms cont.. Formal channels of communication – channels of communication recognised and approved by the business. Informal channels of communication - channels of communication NOT recognised and approved by the business.

5. Sender and Receiver There are always two parties to any communication. The sender, the person sending the message, The receiver, the person for whom the message is meant The receiver may give feedback – reply to the message

6. Internal Communication Some communications are internal to the business – they are only inside the business. Examples are – in a bank One bank teller talking to another The branch manager sending a memo to all staff A copy of a customers mortgage application. A bank teller receiving training from the branch manager

7. External communication Some communication goes outside the business – communication with customers or suppliers etc. Examples are – in a bank A customer service agent talking to a customer The company chairperson discussing the progress with a shareholder. A supplier sending an email to confirm an order An advertisment for the bank

8. Channels of Communication Information passes along channels of communication, these are channels recognised and approved by the business. There are two main types of formal communication, horizontal and vertical. Horizontal – communication with people on the same level Vertical – communication up and the hierarchy of the business.

9. Channels of Communication Channels of communication should be clearly laid down by a business, if they are not then vital messages can get sent to the wrong person, or get lost. In general the fewer the number of stages that a message has to go through (the shorter the chain or command) the less likely it is to be misinterpreted. This is one advantage of a small business over a large business.

10. Whoo I heard it through the grapevine – Marvin Gaye Often communication does not get passed along official lines of communication – this is known as the ‘grapevine’ (also rumours). For example, a one staff member, friendly with another, may work in one department and one in another, when they chat and exchange ‘gossip’ they are passing information ‘through the grapevine’ – so the Marvin Gaye song goes http://www.youtube.com/watch?feature=pl ayer_detailpage&v=Y7dGdrP3pms

11. Skills of Communication There are a number of factors that make communication effective:- Information – what is communicated must be accurate, simple and clear. Sender and Receiver – the message must be sent from the right person to the right person. Time and Place – Communication must take place at the right time and place. Method – the method of communication must be right, when is it right to be face to face, telephone etc

12. Barriers to Communication Not all communication is effective, there are a number of reasons that communication breaks down:- The person sending the message may not explain very well. The receiver may not be able to understand the message. The receiver may not ‘hear’ the message or be distracted for some of the message. The message may get distorted. Equipment may break down.

13. Barriers to Communication Some of these problems are caused by insufficient communication, there is not enough taking place to get the message across. Some problems are caused by excessive or too much communication, too much being said or written down. Some problems are caused by contradictory communication – the message saying two different things.

14. The importance of good communication Good communication is important in any business:- Accurate advertising to avoid disappointed customers. Clear instructions from managers about tasks. An accurate email from head office may clear up a misunderstanding

15. The importance of good communication Poor communication can lead to a variety of problems:- Dissatisfied customers – poor communication can lead to problems with the quality of a product or service for the customer Problems with suppliers – may lead to the wrong product being bought and delivered Misunderstanding amongst staff – this may lead to poor quality products, and less efficiency Motivation – poor communication can lead to demotivated staff

17. Quiz, Quiz

19. Review Questions Complete the review questions in your workbook.

20. Homework Unit 3.18 homework - Communication