1. IB Business and Management
2.3 Communication

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

3. 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

4. One way or 2 way?

6. 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

7. 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?

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

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

10. Communication Methods
Letters
Meetings
Memorandum
Agendas
Reports
Website
Note
Voic
Fax
Mobile Phone Call
News Letters
Presentations s
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

11. Oral Communication

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

15. Non-verbal communication

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

17. Task
Fill in the venn diagram of different forms of communication

18. 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

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

20. Barriers to Communication.

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

22. Clue 1

23. 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

24. 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

25. Clue 2

26. Watch the video
Rab C Nesbit

27. Clue 3

29. Clue 4

31. Clue 5

33. Clue 6

35. Clue 7

36. Video Clip
Fawlty Towers

37. Clue 8

39. Clue 9

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

42. 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

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

44. 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

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

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

47. WRITE DOWN AS MANY AS YOU CAN….

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

49. 2. Communication methods which would be used for urgent messages

50. 3. Communication methods which are verbal

51. 4. Written methods of communication

52. Methods that might be used to communicate with customers

53. 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