2.3 Methods of communication

What is communication?

Communication is the process of transmitting information from one person or group to another.

What is the basic communication process?

Sender → Message → Method/Medium → Receiver → Feedback.

Why is effective communication important?

It allows people and departments to share information, coordinate activities and make effective decisions.

How does communication help employees understand their tasks?

Managers can communicate instructions, targets, deadlines and responsibilities, reducing mistakes.

What is the communication chain for clear instructions?

Clear instructions → fewer mistakes → higher productivity.

How does communication improve decision-making?

Managers receive accurate information, allowing them to make better decisions and use resources more effectively.

How does communication improve coordination?

It allows departments such as marketing, operations, finance and HR to work towards shared objectives.

How does communication motivate employees?

Managers can give feedback, explain objectives, recognise good performance, discuss problems and listen to employee ideas.

How does communication reduce mistakes?

Clear and accurate information reduces misunderstandings and errors.

How does communication improve customer service?

It helps businesses communicate about products, prices, orders, complaints, deliveries and promotions, improving customer satisfaction.

How does communication help build relationships?

Good communication can build trust with employees, customers, suppliers, investors, government and other businesses.

What is the A* communication chain?

Effective communication → accurate information → better decisions/coordination → fewer mistakes → higher productivity → lower costs / greater customer satisfaction → potentially higher profit.

What is internal communication?

Communication within the business, such as between managers, employees, departments or branches.

Give examples of internal communication.

A manager emailing employees; HR announcing a new policy; operations meeting production workers; marketing communicating with finance.

What is external communication?

Communication between a business and people or organisations outside the business.

Give examples of external communication.

Communicating with customers, suppliers, banks, government, investors or other businesses.

What is the difference between internal and external communication?

Internal communication occurs within the business; external communication occurs between the business and outside stakeholders.

What factors should be considered when choosing a communication method?

Speed, cost, importance, complexity, number of receivers, need for feedback, confidentiality, location and need for a permanent record.

Why is speed important when choosing a communication method?

Urgent information needs a method that can deliver the message quickly.

Why is cost important when choosing a communication method?

The business must consider whether it can afford the method, including travel, printing or technology costs.

Why is importance important when choosing a communication method?

Important messages may require a more formal or reliable method.

Why is complexity important when choosing a communication method?

Complex information may require discussion, explanation and opportunities for questions.

Why does the number of receivers matter?

A method suitable for one person may be inefficient when communicating with hundreds or thousands of people.

Why does the need for feedback matter?

If the sender needs an immediate response or clarification, an interactive method such as a meeting or phone call may be better.

Why does confidentiality matter?

Sensitive information should be communicated using a secure and appropriate method rather than a public platform.

Why does location matter?

If people are in different locations, virtual meetings, phone calls or email may be more suitable than face-to-face meetings.

Why might a business need a permanent record?

A written record allows information to be saved and referred to later, such as with email or letters.

What is a face-to-face meeting?

A meeting where people communicate directly while physically in the same location.

What is one advantage of face-to-face meetings?

They provide immediate feedback because people can ask and answer questions immediately.

Why is body language an advantage of face-to-face meetings?

Participants can see facial expressions and body language, helping them understand reactions.

Why are face-to-face meetings useful for complex issues?

People can explain, discuss and debate complicated ideas.

How can face-to-face meetings build relationships?

Direct interaction can strengthen teamwork and relationships.

What is one disadvantage of face-to-face meetings?

They can be time-consuming because employees may have to stop their normal work.

Why can face-to-face meetings be expensive?

Employees in different locations may need to travel.

Why can face-to-face meetings be difficult to arrange?

Finding a suitable time for everyone can be challenging.

Why are face-to-face meetings unsuitable for very large groups?

A very large group can make the meeting inefficient.

What is a virtual meeting?

A meeting held online using video/audio communication technology.

What are the advantages of virtual meetings?

No travel; connects employees in different locations; faster to arrange; reduces travel costs; allows visual communication.

What are the disadvantages of virtual meetings?

They require reliable technology and internet; technical problems can interrupt meetings; participants may be distracted; they can feel less personal; time zones can cause problems.

When are virtual meetings best?

When geographically separated employees need to discuss a complex issue together.

What is email?

The electronic sending of written messages.

What are the advantages of email?

Fast, cheap, provides a permanent record, suitable for detailed information and attachments, and can reach large groups.

What are the disadvantages of email?

Inbox overload, messages may be ignored, no immediate feedback, tone can be misunderstood, requires internet/device access, and is less personal.

When is email best?

When information is moderately detailed and does not require an immediate response.

What are text messages?

Short written electronic messages sent to mobile phones.

What are the advantages of text messages?

Very fast, cheap, convenient, useful for employees away from work and likely to be noticed quickly.

What are the disadvantages of text messages?

Limited information, unsuitable for complex messages, can seem informal, tone can be misunderstood and may not suit formal communication.

When are text messages best?

When the message is short and urgent.

Give an example of when a text message is suitable.

Informing an employee that their shift tomorrow has changed from 9am to 10am.

What is social media used for by businesses?

Advertising, product announcements, customer engagement, responding to complaints and promotions.

What are the advantages of social media?

Large audience, relatively low cost, fast communication, interaction with customers and increased brand awareness.

What are the disadvantages of social media?

Negative comments are public, accounts require monitoring, poor communication can damage reputation and it is unsuitable for confidential information.

When is social media best?

When communicating with a large external audience, particularly for promotion or customer engagement.

What is a phone call?

Verbal communication between people in real time.

What are the advantages of phone calls?

Immediate communication and feedback, more personal than written communication, useful for urgent problems and allows immediate questions and answers.

What are the disadvantages of phone calls?

No automatic written record, can interrupt employees, may be expensive internationally, information may be forgotten/misunderstood and they are unsuitable for complex information that needs later reference.

When are phone calls best?

When an immediate response is needed but people cannot meet face-to-face.

What are letters?

Written documents sent physically.

What are the advantages of letters?

Formal, create a written record, suitable for official communication and do not require internet access.

What are the disadvantages of letters?

Slow, involve printing/postage costs, less convenient, provide no immediate feedback and can have environmental costs.

When are letters best?

When communication needs to be formal and documented but is not urgent.

What are posters and noticeboards?

Displays of information placed where employees or customers can see them.

What are the advantages of posters/noticeboards?

Cheap, can communicate with many people, easy to update and useful for simple information.

What are the disadvantages of posters/noticeboards?

People may not read them, information is limited, there is no immediate feedback and they only reach people who see the notice.

When are posters/noticeboards best?

When communicating simple information to many people in a particular location.

Give an example of suitable noticeboard information.

“Fire drill — Friday at 2pm.”

Which communication method is best for complex/important issues requiring immediate feedback?

Face-to-face meeting.

Which communication method is best for geographically separated teams discussing complex issues?

Virtual meeting.

Which communication method is best for detailed written information?

Email.

Which communication method is best for short urgent messages?

Text message.

Which communication method is best for reaching a large external audience?

Social media.

Which communication method is best for urgent interactive discussions when people cannot meet?

Phone call.

Which communication method is best for formal, documented but non-urgent communication?

Letter.

Which communication method is best for simple information communicated to groups in one location?

Poster/noticeboard.

How fast is face-to-face communication?

Fast.

What is the typical cost of face-to-face communication?

Medium/high.

What level of feedback does face-to-face communication provide?

Immediate.

How fast are virtual meetings?

Fast.

What is the typical cost of virtual meetings?

Low/medium.

What level of feedback do virtual meetings provide?

Immediate.

How fast is email?

Fast.

What is the typical cost of email?

Low.

What level of feedback does email provide?

Delayed.

How fast are text messages?

Very fast.

What is the typical cost of text messages?

Low.

What level of feedback do text messages provide?

Fast.

How fast is social media?

Very fast.

What is the typical cost of social media?

Low.

What level of feedback does social media provide?

Fast.

How fast are phone calls?

Very fast.

What is the typical cost of phone calls?

Low/medium.

What level of feedback do phone calls provide?

Immediate.

How fast are letters?

Slow.

What is the typical cost of letters?

Medium.

What level of feedback do letters provide?

Slow.

How fast are posters/noticeboards?

Fast to display.

What is the typical cost of posters/noticeboards?

Low.

What level of feedback do posters/noticeboards provide?

None.

What should you do when asked to recommend the best communication method?

Identify the situation, choose a method, compare it with an alternative and justify the recommendation.

What questions should you ask when identifying the communication situation?

Who needs the information? How many people? How urgent? How complex? Does feedback matter? Is it formal/confidential?