2.1 Internal and External Communication

Communication channels

routes along which information might travel in a business

Subordinates

People in the hierarchy who work under the control of more senior employees

Upward communication

passing messages from the bottom to the top of the organisation

Downward communication

passing messages from the top of organisation to the bottom

Horizontal communication

exchange of information between parties on the same level in the organisation

Internal communication

communication between people inside the business organisation

External communication

communication between the organisation and those outside the organisation

Formal communication

use of recognised channels when communicating

Informal communication

use of unofficial channels of communication

Different forms of communication including written and electronic

• face to face

• Written: letters, reports, forms, notice boards

• Electronic: email, internet, mobile phones, social media, video conferencing

Face to face communication pros and cons

Pros: immediate feedback, non-verbal cues (body language, facial expressions, tone), personal

Cons: time consuming (travel), no record, can be expensive, difficult to coordinate

Written Communication Pros and Cons

Pros: permanent record, accuracy, mass distribution (eg. Notices, newsletter)

Cons: slow feedback, no tone/body language, can be time consuming

Electronic Communication pros and cons

Pros: high speed, cost effective, offers flexibility

Cons: depends on tech (technical issues), information overload, security risks (hacking)

Effects of poor communication

more mistakes, costs increase, decision making slows down, staff motivation decreases

Examples of barriers to communication

Lack of clarity, tech breakdown, poor communication skills, jargon, long chain of command, using the wrong communication medium, different language/culture

Ways to improve communication

• recruit better communicators

• Offer training on communication

• Use standard templates for written communication

• Using tech to share information and improve accessibility

• Shorten chain of command to reduce misinterpretation

• Social events to form better work relationships