1. Business Communication
Please line up in height order
Business Communication

2. 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

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

5. 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

6. 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

7. 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

8. Communication Methods
Letters
Memorandum
Agenda’s
Class Feedback
Report’s
Internet
Pagers
Voic
Fax
Mobile Phone
News Letters
Notice Board’s
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

9. 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?

10. 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

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

12. 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

13. 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

15. 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

16. 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

17. 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?)

18. 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

19. 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?

20. 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!!