Answer:
Communication is the transferring of messages from the sender to the receiver who understands the messages.
OTHER THINGS INVOLVED
Internal and External Communication
Effective Communication
Communication is the transferring of a message from the sender to the
receiver, who understands the message.
Internal communication is between two members of the same organisations.
Example: communication between departments, notices and circulars to workers,
signboards and labels inside factories and offices etc.
External communication is between the organisation and other organisations or
individuals. Example: orders of goods to suppliers, advertising of products, sending
customers messages about delivery, offers etc.
Effective communication involves:
• A transmitter/sender of the message
• A medium of communication e.g.: letter, telephone conversation, text
message
• A receiver of the message
• A feedback/response from the receiver to confirm that the message has been
received and acknowledged.
One-way communication involves a message which does not require a feedback.
Example: signs saying ‘no smoking’ or an instruction saying ‘deliver these goods to a
customer’
Two-way communication is when the receiver gives a response to the message
received. Example: a letter from one manager to another about an important matter
that needs to be discussed. A two-way communication ensures that the person
receiving the message understands it and has acted up on it. It also makes the
receiver feel more a part of the process- could be a way of motivating employees.
Downward communication: messages from managers to subordinates i.e. from
top to bottom of an organization structure.
Upward communication: messages/feedback from subordinates to managers i.e.
from bottom to top of an organization structure
Horizontal communication occurs between people on the same level of an
organization structure.
Communication Methods
Verbal methods (e.g.: telephone conversation, face-to-face conversation, video
conferencing, meetings)
Advantages:
• Quick and efficient
• There is an opportunity for immediate feedback
• Speaker can reinforce the message- change his tone, body language etc. to
influence the listeners.
Disadvantages:
• Can take long if there is feedback and therefore, discussions
• In a meeting, it cannot be guaranteed that everybody is listening or has
understood the message
• No written record of the message can be kept for later reference.
Written methods (e.g.: letters, memos, text-messages, reports, e-mail, social
media, faxes, notices, signboards)
Advantages:
• There is evidence of the message for later reference.
• Can include details
• Can be copied and sent to many people, especially with e-mail
• E-mail and fax are quick and cheap
Disadvantages:
• Direct feedback may not always be possible
• Cannot ensure that message has been received and/or acknowledged
• Language could be difficult to understand.
• Long messages may cause disinterest in receivers
• No opportunity for body language to be used to reinforce messages
Visual Methods (e.g.: diagrams, charts, videos, presentations, photographs,
cartoons, posters)
Advantages:
• Can present information in an appealing and attractive way
• Can be used along with written material (e.g.: reports with diagrams and charts)
Disadvantages:
• No feedback
• May not be understood/ interpreted properly.
Factors that affect the choice of an appropriate communication method:
• Speed: if the receiver has to get the information quickly, then a telephone call or
text message has to be sent. If speed isn’t important, a letter or e-mail will be
more appropriate.
• Cost: if the company wishes to keep costs down, it may choose to use letters or
face-to-face meetings as a medium of communication. Otherwise, telephone,
posters etc. will be used.
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• Message details: if the message is very detailed, then written and visual
methods will be used.
• Leadership style: a democratic style would use two-way communication
methods such as verbal mediums. An autocratic one would use notices and
announcements.
• The receiver: if there is only receiver, then a personal face-to-face or telephone
call will be more apt. If all the staff is to be sent a message, a notice or e-mail will
be sent.
• Importance of a written record: if the message is one that needs to have a
written record like a legal document or receipts of new customer orders, then
written methods will be used.
• Importance of feedback: if feedback is important, like for a quick query, then a
direct verbal or written method will have to be used.
Formal communication is when messages are sent through established channels
using professional language. E.g.: reports, emails, memos, official meetings.
Informal communication is when information is sent and received casually with
the use of everyday language.
