Business Communication Please line up in height order Business Communication

Learning Objectives Identify and explain internal and external methods of communication Identify and apply the appropriate use of different methods of communication To justify when different barriers to communications occur in different scenarios

Communication - Defined The process by which a message or information is exchanged from a sender to a receiver

Why does a business need effective communication? Motivates employees – helps them feel part of business Easier to control and coordinate business activity – prevents different parts of business going in opposite directions Makes successful decision making easier – decisions are based on more complete and accurate information Better communication with customers will increase sales Improve relationships with suppliers Improves chances of obtaining finance – e.g. keeping bank up-to-date about how business is doing

Communication and motivation Good communication is an important part of motivating employees Motivational theorists recognise this: Mayo emphasised importance of communication in meeting employees’ social needs Maslow and Herzberg stressed importance of recognising employee’s achievements and self-esteem needs Other reasons: Ensures that everyone is working towards same company goals Enables employees to be involved in decision-making Employees can offer feedback and give suggestions People are motivated by having clear targets set for them Recognise employee achievements

Define; Communication Rally Robin Who Goes First? Tallest Person in pair The Topic Examples of types of communication methods, and when they would be used? Time 7 Seconds think time Take it in turns to give answers Write answers on the white boards Keep going until asked to stop Define; Communication Transferring information from one part of the business to another that leads to some outcome, changed behaviour or changed practice Resources; White boards and pens Example –Telephones; Personal use Calling a supplier Telephone ordering / customer service

Communication Methods Letters Memorandum Agenda’s Class Feedback Report’s Internet Pagers Voicemail Fax Mobile Phone News Letters Notice Board’s E-Mail Meeting Minutes Telephone Face to Face Discussions Text Messages Body Language Video / Video Conferencing Notice Boards Match Up Match the Key Term with the correct Definition

Types of Communication Internal External Types of Communication Communication between members of staff from within the business Communication between a member of staff and someone from outside the business Formal Informal Used in a Professional Setting No Slang Words correctly pronounced Usually used with friends and family Could contain shortened version of words Could contain slang words Using our Previous Telephone Example Where would telephones fit into these types of communication?

Internal & External Types of Communication In Pairs Write the forms of communication listed on the board into the correct category. If you think some could be in both, place them in the middle. Join another pair Discuss the differences Justify your answers Whole Class Are there any methods of communication that your pairs disagree on? Justify the reasons for placement….. Resources; Large blank Diagram Set of cut outs Glue

Communication Methods Letter’s Memorandum Agenda’s Class Feedback Report’s Internet Pager’s Voicemail Fax Mobile Phone News Letter’s Notice Board’s E-Mail Meeting Minutes Telephone Face to Face Discussions Text Messages Body Language Video / Video Conferencing Notice Boards

Learning Objectives - TBAT Identify and explain internal and external methods of communication Identify and apply the appropriate use of different methods of communication To justify when different barriers to communications occur in different scenarios

The Communication Message Path Communication is a process which enables information to be passed from one person / group to another. Environment Attitude Personal Opinions Stereotyping Language Poor listening skills Interruptions Physical distractions Methods of communication Message Sent Message Received Message BARRIER

Barriers Communication Information could have changed through the path of communication The sender may not explain themselves properly The sender may use the wrong language The receiver may not have been listening The receiver may not SEE or HEAR the information Faulty technology Timing of the information

Barriers to Communication Manager Customer Supplier Worker Using the A3 paper provided you are to show the following for each scenario; Communication Method Path Method of communication used Barrier to Communication If the message path is an internal or external method of communicating Label each path for each scenario One team member is to complete the justification handout (1 per group) You must justify each choice

Barriers to Communication Scenario 1 Mrs Smith has bought a TV from the local second hand TV shop. After 2 weeks the screen no longer shows a picture and she wants it repaired. Scenario 2 Jane in the accounts department has realised that JJ Stationery have invoiced them for 10 packs of pens but they only received 9. She would like a credit note. Scenario 3 Mr Jones works for a large supermarket chain, he has an urgent query about his salary, that must be resolved. Extension In each scenario there is the opportunity to continue the message path (e.g. Supplier to Worker to Manager). Using another colour pen, can you show these?)

Learning Objectives - TBAT Identify and explain internal and external methods of communication Identify and apply the appropriate use of different methods of communication To justify when different barriers to communications occur in different scenarios

Stereotyping would be the most common barrier to communication, during a telephone call between a Manager and Supplier? True False A potential customer would like to gain information about a product sold at the local Comet store. They assume writing a letter to the store is the most effective way of communicating. A supplier is chasing payment of an outstanding invoice, they choose to telephone and leave a message with the receptionist. After not hearing back, she calls again to find that the message did not get to the finance department. She assumes the barrier that has impacted on this message is faulty technology. Is this the most likely choice?

Read the case study about Unison. 1. From reading the case study, describe the purposes of a trade union. 2. Using an example, explain what is meant by the word ‘noise’ in communication theory. 3. Describe the differences between internal and external communications and formal and informal communications. 4. Evaluate the importance of efficient communication procedures for a large trade union. Relating what you have learnt about communication methods, barriers and methods; Read the case study about Unison. Answer the questions at the end. Your answers will be evaluated at the end of the lesson!!