1. Communication

2. Categories of Communication Communication may be classified using the following categories: –Verbal –Non-Verbal –Written –Numerical –Technological

3. Advantages of Verbal Communication Quick and flexible Cheap Misunderstandings can be clarified immediately Can be supported by non-verbal methods of communication such as the use of body language

4. Drawbacks of Verbal Communication Lack of permanence as it is not written down Problems with misunderstandings that may arise from the way that words are spoken Statements can be made which are later regretted

5. Non-Verbal Communication Useful for communicating very simple messages such as pleasure or criticism Used to reinforce verbal communication Signs can be misinterpreted

6. Advantages of Written Communication The message can be presented precisely and will be permanent Greater thought can be put into the message Receivers can read the message at their own speed

7. Disadvantages of Written Communication Time consuming form of communication Can completely fail to meet its objectives if it is not read Written messages can be misinterpreted if the sender is not present

8. Numerical Communication This form of communication involves the use of tables, statistics and graphs It can help the receiver to understand figures and statistics It is however difficult to use on its own, as misunderstandings can arise if it is not supported by a commentary Statistics can be manipulated to suit the needs of the user

9. Technological Communication May involve the use of computers, mobile phones etc Although this may be an expensive form of communication in terms of initial investment costs it can work out to be very cost effective to actually use It is also fast and is usually a high quality form of communication

10. Positive Impact of Technology on Communications Better feedback Easier to share ideas More efficient selling Keep people up-to-date Better competitor information Better advertising Instant Access Global Market

11. Negative Impact of Technology on Communications Increased training costs Electronic File Transfer Changes in workplace Forced upgrade expenditure Software reliability Security Privacy

12. Examples of Technological Communication E-mail Internet Video conferencing Conference Calls Social Networking Bulletin boards Integrated software packages Presentation Video conferencing Fax

13. Communication Process SenderReceiver Choice of Channel MessageChoice of Medium Feedback

14. Barriers to Effective Communication Imprecise message Too many involved Poor technology Lack of feedback Receiver trust Delays Noise Wrong choice of communication channel Use of jargon

15. Communication Channels Downward (vertical) communication is usually used to tell employees about decisions that have already been made Upward (vertical) communication is useful as it helps managers to understand employees’ views and concerns. It is also useful as it is a good mechanism for receiving feedback and can help to motivate workers if they feel involved in the organisation Horizontal communication takes place between people at the same level within an organisation Diagonal communication exists where communication takes place between people at different levels in the organisation

16. Formal Channels of Communication Formal channels are those that have been approved by employers and employee representatives. For example: –Meetings –All staff emails –Intranet –Letters –Memos

17. Informal Channels of Communication Informal communication (often referred to as the grapevine), can be both helpful and a hindrance Management have no control over content Communications can become distorted and can be taken out of context “Chinese Whispers”

18. Medium of Communication Oral Meetings Conferences Training Courses Consultations Telephone Presentations

19. Medium of Communication Written Memos Reports Agendas Minutes Notices Letters Shareholder Reports

20. Medium of Communication Numerical Posters Wall Charts Graphs

21. Medium of Communication Technological Internet Intranet Mobile Phones (Texting) E-mail Social Networking Facsimile Machines (Fax)

22. Factors Affecting Choice of Medium Direction of Communication. For example posters are only suitable for downwards communications. Nature of the communication. For example if a communication is confidential. Costs. It is important that the message being sent is done so using the most cost effective means. Speed. How quickly a message needs to be communicated will play a major part in selecting the most appropriate medium. Length of message. Verbal communication may not be appropriate if a message is long.