IB Business and Management

2.3 Communication

What is Communication?

• Communication is messages passed between a sender and a receiver.

SENDER RECEIVER

Message

SENDER RECEIVER

Message

Or two way, where feedback is sent back to the Sender

Feedback

One way or 2 way?

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

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?

Types of Communication

Internal External

Communication between individuals/groups within the business

Communication between a member of staff and someone from outside the business

Inside the firm

Outside the firm

Managers

Employees

Customers

Suppliers

Banks

Tax

Authorities

External Communication

Internal Communication

Communication Methods

Mobile Phone CallPresentations

E-mails

Fax

Note

Text Messages Face to Face Discussions

News Letters

Telephone call

Voicemail

Meeting Minutes

Video ConferencingNotice

Agendas

Body Language

Memorandum

Reports

Letters

Website

Meetings

Videos

Posters

Brainstorm methods that businesses use to communicateBrochures/Leaflets

Chat

ORAL COMMUNICATION

Oral Communication

• Sometimes known as verbal communication

• Which of the methods of communication which we brainstormed are verbal communication?

NON-VERBAL COMMUNICATION

Non-verbal communication can be….

• Written

• Visual

From the methods of communication that we brainstormed

Task

• Fill in the venn diagram of different forms of communication

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

Effective Communication

• Clear and Easy to understand• Accurate• Complete• Appropriate• Via the right medium• With a chance for feedback

BARRIERS TO COMMUNICATION.

Task

• You have to guess the barriers to communication from the clues that you are going to get……

CLUE 1

What do these business terms mean?

1. KPI 2. R&D3. USP4. ROI5. POS6. SME7. SBU8. YTD9. NDA10. HIBBIS

What do these business terms mean?

1. KPI – Key Performance Indicators2. R&D – Research and Development3. USP – Unique selling point/proposition4. ROI- Return on investment5. POS – Point of Sale6. SME – Small Medium Enterprise7. SBU – Strategic Business Unit8. YTD – Year to Date9. NDA – Non-Disclosure Agreement10. HIBBIS – Heads in Beds, Butts in Seats

CLUE 2

Watch the video

• Rab C Nesbit

CLUE 3

CLUE 4

CLUE 5

CLUE 6

CLUE 7

Video Clip

• Fawlty Towers

CLUE 8

CLUE 9

Task

• Write down as many barriers to communication that you can think of

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

Choosing the right medium for communication.....

• Speed• Cost• Opportunity for Feedback• Complexity of message• The number of required recipients• Formality of the message

Internal/External and which medium would you choose?

A manager informing an employee that if they are late one more time they may be dismissedInforming all staff details about the Christmas

partyLetting a customer know what time her sofa will

be deliveredFinding out why an expected delivery from the

suppliers hasn’t been receivedLetting customers know that you are recalling a childrens toy due to a potential choking hazardAn employee letting his line manager that he is

sick and will not be in work that dayLetting customers know that there will be a sale

starting on MondayArranging an overdraft extension with the bank

Consequences of poor communication

• Misunderstandings• Wasted time• Increased costs• Inefficiency• Poor Staff Motivation• Lost Profits• Disputes

Questions …….

Mobile Phone Call

PresentationsE-mails

Fax

Note

Text Messages

Face to Face Discussions

News Letters

Telephone call

Voicemail

Meeting Minutes

Video Conferencing

Notice

Agendas

Body Language

Memorandum

Reports

Letters

Website

Meetings

VideosPosters

Brochures/Leaflets

WRITE DOWN AS MANY AS YOU CAN….

1. Methods of communication that would only be used for

internal communication

2. Communication methods which would be used for

urgent messages

3. Communication methods which are verbal

4. Written methods of communication

Methods that might be used to communicate with

customers

Questions1. What is communication?2. Why is communication important to a business?3. Explain the difference between vertical and horizontal

communication4. Why should communication be two way?5. Give two examples of oral communication.6. What are barriers to communications?7. Why are formal communication channels needed in large

organisations?8. What could happen if there was a breakdown in

communication in the workplace? 9. How has the introduction and use of ICT systems effected

the workplace?10.State the advantages and disadvantages for the following

methods:-Letters

MemorandumMeetingE mail

Telephone