Scribd
Upload
81 views

2.4 - Internal and External Communication - IGCSE AID

The document discusses internal and external communication in organizations, describing different communication methods like verbal, written, and visual, and factors that influence choice of method. It also covers downward, upward, and horizontal communication; formal vs informal communication; and potential barriers to effective communication.

Uploaded by

Maneeta Kaur
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
81 views

2.4 - Internal and External Communication - IGCSE AID

The document discusses internal and external communication in organizations, describing different communication methods like verbal, written, and visual, and factors that influence choice of method. It also covers downward, upward, and horizontal communication; formal vs informal communication; and potential barriers to effective communication.

Uploaded by

Maneeta Kaur
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 4

IGCSE AID

MEN
U

2.4 – Internal and External Communication

Effective Communication

Communication is the transferring of a message from the sender to the receiver, who
understands the message.

Internal communication is between two members of the same organisations. Example:


communication between departments, notices and circulars to workers, signboards and labels
inside factories and offices etc.

External communication is between the organisation and other organisations or individuals.


Example: orders of goods to suppliers, advertising of products, sending customers messages about
delivery, offers etc.

Effective communication involves:

A transmitter/sender of the message


A medium of communication eg: letter, telephone conversation, text message
A receiver of the message
A feedback/response from the receiver to confirm that the message has benn received and
acknowledged.

One-way communication involves a message which does not require a feedback. Example: signs
saying ‘no smoking’ or an instruction saying ‘deliver these goods to a customer’

Two-way communication is when the receiver gives a response to the message received. Example:
a letter from one manager to another about an important matter that needs to be discussed. A two-
way communication ensures that the person receiving the message understands it and has acted
up on it. It also makes the receiver feel more a part of the process- could be a way of motivating
employees.

Downward communication: messages from managers to subordinates i.e. from top to bottom of
an organization structure.

Upward communication: messages/feedback from subordinates to managers i.e. from bottom to


top of an organization structure
Horizontal communication occurs between people on the same level of an organization structure.

Communication Methods

Verbal methods (eg: telephone conversation, face-to-face conversation, video conferencing,


meetings)

Advantages:

Quick and efficient


There is an opportunity for immediate feedback
Speaker can reinforce the message- change his tone, body language etc. to influence the
listeners.

Disadvantages:

Can take long if there is feedback and therefore, discussions


In a meeting, it cannot be guaranteed that everybody is listening or has understood the
message
No written record of the message can be kept for later reference.

Written methods (eg: letters, memos, text-messages, reports, e-mail, social media, faxes, notices,
signboards)

Advantages:

There is evidence of the message for later reference.


Can include details
Can be copied and sent to many people, especially with e-mail
E-mail and fax is quick and cheap

Disadvantages:

Direct feedback may not always be possible


Cannot ensure that message has been received and/or acknowledged
Language could be difficult to understand.
Long messages may cause disinterest in receivers
No opportunity for body language to be used to reinforce messages

Visual Methods (eg: diagrams, charts, videos, presentations, photographs, cartoons, posters)

Advantages:
Can present information in an appealing and attractive way
Can be used along with written material (eg: reports with diagrams and charts)

Disadvantages:

No feedback
May not be understood/ interpreted properly.

Factors that affect the choice of an appropriate communication method:

Speed: if the receiver has to get the information quickly, then a telephone call or text message
has to be sent. If speed isn’t important, a letter or e-mail will be more appropriate.
Cost: if the company wishes to keep costs down, it may choose to use letters or face-to-face
meetings as a medium of communication. Otherwise, telephone, posters etc. will be used.
Message details: if the message is very detailed, then written and visual methods will be used.
Leadership style: a democratic style would use two-way communication methods such as
verbal mediums. An autocratic one would use notices and announcements.
The receiver: if there is only receiver, then a personal face-to-face or telephone call will be more
apt. If all the staff is to be sent a message, a notice or e-mail will be sent.
Importance of a written record: if the message is one that needs to have a written record like a
legal document or receipts of new customer orders, then written methods will be used.
Importance of feedback: if feedback is important, like for a quick query, then a direct verbal or
written method will have to be used.

Formal communication is when messages are sent through established channels using
professional language. Eg: reports, emails, memos, official meetings.

Informal communication is when information is sent and received casually with the use of
everyday language. Eg: staff briefings. Managers can sometimes use the ‘grapevine’ (informal
communication among employees- usually where rumours and gossips spread!) to test out the
reactions to new ideas (for example, a new shift system at a factory) before officially deciding
whether or not to make it official.

Communication Barriers

Communication barriers are factors that stop effective communication of messages.


Notes submitted by Lintha

Click here (https://igcseaid.wordpress.com/notes/business-studies-0450/3-1-marketing-


competition-and-the-customer/) to go the next topic

Click here (https://igcseaid.wordpress.com/notes/business-studies-0450/2-3-recruitment-


selection-and-training-of-workers/) to go back to the previous topic

Click here (https://igcseaid.wordpress.com/notes/business-studies-0450/) to go back to the


Business Studies menu

You might also like