Professional Documents
Culture Documents
Business Communication (A2)
Business Communication (A2)
Business Communication (A2)
S Jayasinghe Mw,
Kohuwela. Nugegoda A/S & A/L Cambridge
337/1 Negombo Road, Wattala
Business Communication
Communication is effective only if the message has been received and understood by the
receiver, and the sender knows it has been understood. If the message has been sent but there
has been no form of feedback, then the effectiveness of the communication cannot be judged.
The quality and effectiveness of internal communication can have an impact on many areas
of the business.
• Staff Motivation – and thus labour productivity. If staffs are encouraged to participate
through group discussion, for example, then effective communication will aid
motivation. Workers feel out of touch and isolated if there is poor communication.
• The number and quality of ideas generated by the staff – if staff asked for their ideas,
then this can assist with problem solving.
• Speed of decision making – the more people who have to receive and react to a
message, then the slower will be the decision making system.
• Speed of response to market changes – if changes in consumer decisions take a long
time to be communicated to the decision to the decision makers at the head of an
organization, then the business will be slow to respond with appropriate products.
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Sameer Anis
CIMA Passed Finalist, Post Graduate Diploma (University of West London)
106, S.D.S Jayasinghe Mw,
Kohuwela. Nugegoda A/S & A/L Cambridge
337/1 Negombo Road, Wattala
• Reduces the risk of errors – incorrect understanding of a poorly expressed
message will lead to incorrect responses. This could lead to many internal problems,
such as the wrong product being made or incorrect prices being set.
• Effective coordination between departments – this will be helped by good
communication links between them.
Communication methods.
1) Oral communication
Benefits –
Limitations
2) Written communication.
Many managers still like everything to be in writing. They will, therefore, tend to use letters,
memos, notices on board, reports, etc. Written messages can be referred to more than once,
they should be accurate record and they allow or the transmission of detailed. However they
eliminate supporting body language, does not allow for immediate feedback and there is often
no evidence that the message has been received or understood.
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Sameer Anis
CIMA Passed Finalist, Post Graduate Diploma (University of West London)
106, S.D.S Jayasinghe Mw,
Kohuwela. Nugegoda A/S & A/L Cambridge
337/1 Negombo Road, Wattala
Benefits
Limitations
• Slow
• No instant feedback.
• Body language cannot be observed
3) Electronic media.
These have the benefit of speed and are often combined with a written record. Internet and
emails use, intranet, fax messages, video conferencing and mobile telephones have all
revolutionised business communication in recent years.
Benefits
• Very fast
• It’s cost effective. E.g.: Email
• It’s in writing and can be saved for future references
• Can be sent at any time – greater flexibility
Limitations
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Sameer Anis
CIMA Passed Finalist, Post Graduate Diploma (University of West London)
106, S.D.S Jayasinghe Mw,
Kohuwela. Nugegoda A/S & A/L Cambridge
337/1 Negombo Road, Wattala
4) Visual communication
This can be used to accompany and support oral, written or electronic communication.
Diagrams, pictures, charts and pages of computer images can be presented by using overhead
projections, interactive whiteboards, etc.
Benefits
Limitations
Barriers to communication
4
Sameer Anis
CIMA Passed Finalist, Post Graduate Diploma (University of West London)
106, S.D.S Jayasinghe Mw,
Kohuwela. Nugegoda A/S & A/L Cambridge
337/1 Negombo Road, Wattala
8. Demotivated staff – if they are demotivated they may not carry out the
instruction which may lead to communication breakdown.
9. Physical barrier – a meeting cannot be conducted when there is a lot of noise outside.
10. Distance – may not be an issue nowadays because communication technology has
advanced. E.g.: video conferencing.
In order to communicate effectively and eliminate the barriers the following steps must be
taken.
Communication direction
1. Vertical communication
2. Horizontal communication.
5
Sameer Anis
CIMA Passed Finalist, Post Graduate Diploma (University of West London)
106, S.D.S Jayasinghe Mw,
Kohuwela. Nugegoda A/S & A/L Cambridge
337/1 Negombo Road, Wattala
Vertical communication
Horizontal communication
• When 2 individuals or departments at the same level communicate, it’s horizontal.
• Horizontal communication leads to increase in team work. Also when departments
communicate horizontally it leads to better coordination.
• If staff are motivated they are more likely to listen and act on messages. This leads to
effective communication.
• If there is effective communication between the staff and the management, it’ll lead to
the building of trust and better relationships which will lead to motivation.
Managers will consider these factors before deciding on the best communication method.
• The importance of a written record that the messages has been sent and received, for
example an important new contract.
• Cost – electronic media has a high initial capital investment but once implemented,
emails are very cost effective.
• Speed – electronic means can be very quick
• Quantity of data to be communicated.
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Sameer Anis
CIMA Passed Finalist, Post Graduate Diploma (University of West London)
106, S.D.S Jayasinghe Mw,
Kohuwela. Nugegoda A/S & A/L Cambridge
337/1 Negombo Road, Wattala
Formal communication networks
This means the official communication channel and routes used within the organisation.
Message originates at the top and passes down. It resembles autocratic style. One way
communication. People at the lower level of the chain are demotivated. The leader will have
good control. Not much participation, no exchange of information.
The owner has subordinates and communicates with them directly but individually – there is
no group network here. This method could be used in a small department or any situation
with a narrow span of control.
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Sameer Anis
CIMA Passed Finalist, Post Graduate Diploma (University of West London)
106, S.D.S Jayasinghe Mw,
Kohuwela. Nugegoda A/S & A/L Cambridge
337/1 Negombo Road, Wattala
Each person has access to all others. Therefore the level of participation is very high. There
will be a lot of exchange of information which will help the team to solve complex problems
easily. However, due to the extensive participation there will be much discussion which could
slow down decision making. The level of motivation is very high due to the active
involvement of the staff.
Informal communication
This is the unofficial communication in every organisation – it takes place in the rest room or
over the lunch table, in the queue next to the photocopier or in meetings before the official
agenda begins. It may be no more than gossip but a lot of it can be well informed information
about the organisation too.
Some managers want to reduce informal Some managers think informal communication
communication as much as possible. serves a useful purposes.
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Sameer Anis
CIMA Passed Finalist, Post Graduate Diploma (University of West London)