IB Business and Management 2.3 Communication

What is Communication? Communication is messages passed between a sender and a receiver. Message SENDER RECEIVER

Or two way, where feedback is sent back to the Sender Message RECEIVER SENDER Feedback Or two way, where feedback is sent back to the Sender

One way or 2 way?

Task Picture drawing task The volunteer will describe a picture which the rest of you have to draw. You are NOT allowed to ask any questions

Task Now the volunteer will describe a picture to you which you have to draw. This time you are allowed to ask questions Which pictures turned out more like the original? Why?

Types of Communication Internal External Communication between individuals/groups within the business Communication between a member of staff and someone from outside the business

Outside the firm Banks Customers Managers Inside the firm Employees Internal Communication External Communication Inside the firm Employees Suppliers Tax Authorities

Communication Methods Letters Meetings Memorandum Agendas Reports Website Note Voicemail Fax Mobile Phone Call News Letters Presentations E-mails Meeting Minutes Telephone call Text Messages Face to Face Discussions Body Language Videos Notice Video Conferencing Chat Posters Brainstorm methods that businesses use to communicate Brochures/Leaflets

Oral Communication

Oral Communication Sometimes known as verbal communication Which of the methods of communication which we brainstormed are verbal communication?

Non-verbal communication

Non-verbal communication can be…. Written Visual From the methods of communication that we brainstormed

Task Fill in the venn diagram of different forms of communication

The purpose of communication To provide information about the business To collect information about the business To give instructions To coordinate different functions of the business

Effective Communication Clear and Easy to understand Accurate Complete Appropriate Via the right medium With a chance for feedback

Barriers to Communication.

Task You have to guess the barriers to communication from the clues that you are going to get……

Clue 1

What do these business terms mean? KPI 2. R&D 3. USP 4. ROI 5. POS 6. SME 7. SBU 8. YTD 9. NDA 10. HIBBIS

What do these business terms mean? KPI – Key Performance Indicators 2. R&D – Research and Development 3. USP – Unique selling point/proposition 4. ROI- Return on investment 5. POS – Point of Sale 6. SME – Small Medium Enterprise 7. SBU – Strategic Business Unit 8. YTD – Year to Date 9. NDA – Non-Disclosure Agreement 10. HIBBIS – Heads in Beds, Butts in Seats

Clue 2

Watch the video Rab C Nesbit

Clue 3

Clue 4

Clue 5

Clue 6

Clue 7

Video Clip Fawlty Towers

Clue 8

Clue 9

Task Write down as many barriers to communication that you can think of

Barriers Communication Technical Jargon Accents Technical Failure Language Barriers Reluctance to use technology The receiver refused to listen The receiver didn’t hear/see Poor presentation skills Physical distance and time zones

Choosing the right medium for communication..... Speed Cost Opportunity for Feedback Complexity of message The number of required recipients Formality of the message

Internal/External and which medium would you choose? An employee letting his line manager that he is sick and will not be in work that day Letting customers know that there will be a sale starting on Monday Arranging an overdraft extension with the bank Letting customers know that you are recalling a childrens toy due to a potential choking hazard Finding out why an expected delivery from the suppliers hasn’t been received A manager informing an employee that if they are late one more time they may be dismissed Informing all staff details about the Christmas party Letting a customer know what time her sofa will be delivered

Consequences of poor communication Misunderstandings Wasted time Increased costs Inefficiency Poor Staff Motivation Lost Profits Disputes

Face to Face Discussions Questions ……. Letters Meetings Memorandum Agendas Reports Website Note Voicemail Fax Mobile Phone Call News Letters E-mails Presentations Meeting Minutes Text Messages Telephone call Body Language Notice Face to Face Discussions Posters Video Conferencing Videos Brochures/Leaflets

WRITE DOWN AS MANY AS YOU CAN….

1. Methods of communication that would only be used for internal communication

2. Communication methods which would be used for urgent messages

3. Communication methods which are verbal

4. Written methods of communication

Methods that might be used to communicate with customers

Questions What is communication? Why is communication important to a business? Explain the difference between vertical and horizontal communication Why should communication be two way? Give two examples of oral communication. What are barriers to communications? Why are formal communication channels needed in large organisations? What could happen if there was a breakdown in communication in the workplace? How has the introduction and use of ICT systems effected the workplace? State the advantages and disadvantages for the following methods:- Letters Memorandum Meeting E mail Telephone