1. Chapter 12 – Communication in Business
Unit 2 – Business Organizations

2. You will learn …….. The importance of communication
Differences between internal & external communication
Differences between formal & informal communication
Methods of Communication
Barriers of Communication
Overcoming problems with communication

3. Communication in Business
11.00 am

4. Communication in Business

5. Communication in Business

6. One-way Communication
Take these goods to the customer

7. One-way Communication
Take these goods to the customer
Message is sent from sender to the receiver Receiver has no chance to provide any feedback

8. Two-way Communication
Take these goods to the customer
Confirmation / Discussion

9. Two-way Communication
Take these goods to the customer
Confirmation / Discussion
Message is sent from sender to the receiver Receiver provides response / feedback

10. Effective Communication Message Feedback Transmitter / transferred
Sender
transferred
Receiver
Feedback
Understood

11. Effective Communication
Message
Transmitter /
Sender
Receiver
Medium of
Communication
Feedback
Understood

12. Two-way Communication
Advantages
Clearer Understanding
 message understood
Message sent again if not clear
Both involved in process
Contribution / Discussed
 communicated
Motivate receiver

13. Internal Communication
Communication within the organization

14. External Communication
Communication to another organization or individual.

15. The Communication Media
Verbal / Oral Communication

16. The Communication Media
Written Communication

17. The Communication Media
Visual Communication

18. Verbal / Oral Communication
Advantages
Disadvantages
Quick
Efficient
Immediate Feedback
Reinforced
Body Language
Face-to-face
Big Meetings
Listening? Understood
Written Feedback
Accurate / Permanent Record Needed

19. Written Communication
Advantages
Disadvantages
“hard” evidence
Reduces Disagreements
Essential Information
Legality
Safety
Displayed
Easy to Copy & Distribute
No Direct Feedback
Time Consuming
Understandability
Language
Too Long
Confusing
Non-interest
No Body Language

20. Visual Communication Appealing Attractive More Interesting Clear
Advantages
Disadvantages
Appealing
Attractive
More Interesting
Clear
Illustrations
No Feedback
No Checking if Message Understood
Interpretation

21. Which Communication Method is Appropriate?
There should be no smoking in the canteen
The management wants to instruct all employees on how the new computer system works
Details of the firms sales figures for the last four years are being sent to shareholders
The Finance Manager wants to remind the Production Manager that they have arranged a meeting for next week
The Product Development Manager wants to inform directors of the market research into three new product ideas. He hopes that they will agree to launch one of these products.

22. Which Communication Method is Appropriate?
The Office Manager wants to obtain views from the office workers on how paper waste could be reduced
A supervisor plans to warn (for the last time) a worker who is always late for work
Next years holiday dates need to be made available to all workers
The Human Resource Manager wants to invite an applicant for a job to an interview
The Production Manager wants to send the plans for a new factory to the Managing Director who is on a foreign trip

23. Formal Communication Channels of communication within an organization.
Chief Executive (Bill Murray)
Marketing Director
Store Manager
Assistant Store managers
Shop Workers
Purchase Manager
Financial Director
Book-keeping
Human Resource Director
Administration Assistant
Channels of communication within an organization.

24. Informal Communication
Unrecognized meetings such as grapevines

25. Grapevine
Used by managers to “try out” new ideas to see that reaction from the employees. Also used to spread gossip & rumours. Negative Reaction  Idea may not be introduced Positive Reaction  Idea maybe implemented

26. Communication Nets
Chain Network This is typically used in a hierarchical structure, such as police, army and civil service.
Advantages
Transmit Messages from Top to Lower Levels
Disadvantages
One-way communication
Confused messages
Less accurate messages

27. Communication Nets Wheel Network Advantages
The leader is at the centre. These could be two way communication between the leader and others within the wheel.
Advantages
Communicate to different departments
Solutions discovered quickly
Disadvantages
No direct communication between themselves

28. Communication Nets
Connected Network This allows full two way communication between any one group member or with all of them.
Advantages
Create Ideas
Discuss Ideas
Two-way Communication
Disadvantages
Time-consuming
No clear leader
No clear sender

29. Which network is best? Chain-network Wheel Network Connected Network
Communicate important company policy
Wheel Network
Send different messages to regional offices
Connected Network
Business ideas and solutions
Effective Groups

30. Direction of Communication
Arrow A  Downward Communication Arrow B  Upward Communication Arrow C  Horizontal (Lateral) Communication

31. Barriers of Effective Communication
DESCRIPTION
OVERCOME BARRIER
Language too Difficult
“Technical Jargon”
Use Appropriate & Understandable Language
Unclear Message
Speaks “too” Quickly
Clear Message
Feedback to check understanding
Transmitter /
Sender

32. Barriers of Effective Communication
DESCRIPTION
OVERCOME BARRIER
Wrong Message
Wrong Receiver
Right Message
Correct Receiver
Too Long
Too Much Detail
Brief Message
Main Points
Transmitter /
Sender

33. Barriers of Effective Communication
DESCRIPTION
OVERCOME BARRIER
Lost Message
Insist on Feedback
Wrong Channel
Appropriate Channel Used
Medium of
Communication

34. Barriers of Effective Communication
DESRIPTION
OVERCOME BARRIER
Long Chain of Command
Message “less accurate”
Shortest Channel
No Feedback Received
Use “most useful” medium
Medium of
Communication

35. Barriers of Effective Communication
DESRIPTION
OVERCOME BARRIER
Break-Down of Medium
Use alternative medium
Medium of
Communication

36. Barriers of Effective Communication
DESRIPTION
OVERCOME BARRIER
Not Listening
Not Paying Attention
Message Emphasized
Ask for Feedback
Sender not liked
Sender not trusted
Unwilling to act
Build Trust
Use another sender
Receiver

37. Barriers of Effective Communication
DESRIPTION
OVERCOME BARRIER
No Feedback
Ask for Feedback
Choose appropriate medium for feedback
Too Slow
Distorted Message
Too Many People
Direct Line of Communication
Feedback

38. You should be able to ………..
Analyze the need for communication in business situations
Select the most appropriate methods of communication for different messages
Recognize the most important reasons for communication failure – Barriers to communication
Suggest ways to overcome the barriers to communication