ATHE LEVEL 4

MARY FOKOUR ADJEI

COMMUNICATION SKILLS FOR BUSINESS

TASK 1
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TABLE OF CONTENTS
AC 1.1 An explanation of the process of internal communication within organisations and AC 1.3
analysing the barriers that exists within different organisations...2&3&4

AC 1.2 An assessment of the methods of internal communication that should be used for different
purposes……5&6

AC 1M Legal and ethical issues in relation to the communication of information within organisations……
7&8

AC 3M1 Evaluate the effectiveness of a range of communications (verbal and non-verbal) ……..9&10

References….11,12&13
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TASK 1

AC 1.1

Internal communication within organizations is the exchange of information, messages, and ideas among
employees at various levels and across different departments or teams. It plays a crucial role in fostering
collaboration, coordination, and alignment within an organization. Here is an explanation of the process
of internal communication:

1. Sender: The process starts with a sender, who initiates the communication. The sender can be an
individual, a team, or a department within the organization. They have a message or information
they want to convey to the intended recipients.

2. Message: The sender formulates the message, which can be in the form of a written document,
an email, a memo, a presentation, or even a verbal communication. The message should be
clear, concise, and tailored to the target audience.

3. Encoding: The sender encodes the message, converting it into a format that can be easily
understood by the recipients. This can involve choosing appropriate language, tone, and style to
convey the intended meaning effectively.

4. Communication Channels: The sender selects the most suitable communication channel to
transmit the message. Common channels include email, intranet, instant messaging platforms,
face-to-face meetings, memos, newsletters, bulletin boards, internal social media platforms, or
specialized internal communication tools.

5. Transmission: The message is transmitted through the chosen communication channel. The
sender ensures that the message is delivered promptly and reaches the intended recipients.

6. Reception: The recipients receive the message through the selected communication channel.
They should pay attention to the message and actively engage with it to understand its content.

7. Decoding: The recipients decode the message by interpreting and understanding its meaning.
They analyze the information provided and try to grasp the sender's intent and any actions or
responses required on their part.

8. Feedback: Effective internal communication encourages feedback from the recipients. They can
provide their thoughts, opinions, questions, or suggestions related to the message. Feedback
helps in ensuring mutual understanding and resolving any potential misunderstandings.

9. Response: Based on the received message and feedback, recipients may take appropriate actions
or respond in a timely manner. This could involve following instructions, seeking clarification,
sharing their viewpoints, or collaborating with others.
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10. Follow-up: Communication within organizations often requires ongoing dialogue. The process of
internal communication may involve follow-up messages, updates, reminders, or discussions to
keep everyone informed and involved.

11. Evaluation: Organizations should evaluate the effectiveness of their internal communication
processes periodically. This can be done through surveys, feedback mechanisms, and analyzing
the impact of communication on employee engagement, productivity, and overall organizational
performance.

It's important to note that the process of internal communication may vary depending on the size,
structure, and culture of the organization. Effective internal communication fosters transparency, trust,
and collaboration among employees, leading to improved productivity and a positive work environment.

ANALYSING THE BARRIERS THAT EXIST WITHN DIFFERENT ORGANISATIONS MEANING

COMMUNICATION IS NOT EFFECTIVE

Effective communication within organizations can face various barriers that hinder its effectiveness. Here
are some common barriers to internal communication:

1. Lack of Clarity: Messages that are unclear, ambiguous, or too complex can impede effective
communication. If the sender does not articulate their message clearly or fails to provide
sufficient context, recipients may struggle to understand the intended meaning.

2. Information Overload: In today's digital age, employees are often bombarded with a vast
amount of information. When there is an excessive amount of communication, important
messages may get lost or overlooked, leading to ineffective communication.

3. Poor Communication Channels: The choice of communication channels can impact the
effectiveness of communication. If the organization lacks appropriate channels or relies solely on
outdated or inefficient methods, it can hinder the timely and accurate transmission of messages.

4. Lack of Feedback: Communication is a two-way process, and without feedback, it becomes one-
sided. If employees do not feel encouraged or empowered to provide feedback or if feedback is
not actively sought, it can hinder effective communication and hinder continuous improvement.

5. Cultural and Language Barriers: In organizations with diverse workforce, cultural and language
differences can create communication challenges. Different cultural backgrounds,
communication styles, and languages can lead to misunderstandings and misinterpretations,
making effective communication difficult.
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6. Physical Barriers: Geographical dispersion of teams or departments can create physical barriers
to communication. Remote employees, different office locations, or even cubicle layouts that
discourage interaction can hinder effective communication and collaboration.

7. Lack of Trust and Openness: Trust is essential for effective communication. If employees do not
trust their superiors or feel that their opinions are not valued, they may withhold information,
leading to communication breakdowns and reduced effectiveness.

8. Technology Issues: Technical problems or limitations with communication tools, such as poor
connectivity, system failures, or inadequate training on communication platforms, can impede
effective communication.

To overcome these barriers, organizations can take various steps, such as promoting a culture of open
communication, providing training on effective communication skills, using diverse communication
channels, fostering trust and transparency, and actively seeking and acting upon feedback from
employees. Regular evaluation of communication processes can help identify and address barriers to
improve overall effectiveness.
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AC 1. 2

Internal communication methods should be chosen based on the purpose and nature of the
communication. Here is an assessment of various methods of internal communication that can be used
for different purposes:

1. Email: Email is a widely used method for formal communication, such as sharing important
announcements, project updates, or official memos. It allows for detailed information and
provides a written record of communication. However, it may not be the most effective
method for urgent or real-time communication.

2. Intranet: An intranet is a web-based platform accessible only to employees within an

organization. It can be used for a variety of purposes, including sharing company news,
policies, procedures, and departmental updates. Intranets provide a centralized location for
information, fostering collaboration and easy access to resources.

3. Meetings: Face-to-face or virtual meetings are effective for interactive discussions,

brainstorming sessions, and decision-making. They enable immediate feedback, clarification,
and engagement. Meetings can be used for project updates, team briefings, or problem-
solving discussions. However, they can be time-consuming and may not be suitable for all
types of communication.

4. Instant Messaging: Instant messaging platforms, such as Slack or Microsoft Teams, are useful
for quick and informal communication. They facilitate real-time conversations, file sharing,
and collaboration among team members. Instant messaging is particularly effective for short
updates, quick queries, or informal discussions.

5. Internal social media: Internal social media platforms, designed specifically for organizational
use, enable employees to connect, collaborate, and share information. They promote a
sense of community and can be utilized for sharing company updates, employee recognition,
and fostering employee engagement.

6. Newsletters: Newsletters are periodic publications that provide updates, news, and insights
to employees. They can cover a range of topics, including company updates, industry trends,
employee spotlights, and upcoming events. Newsletters are effective for engaging
employees and keeping them informed.

7. Town Hall Meetings: Town hall meetings involve a large gathering of employees where
leadership shares important updates, addresses concerns, and encourages employee
participation. These meetings foster transparency, open communication, and a sense of
involvement among employees.

8. Notice Boards: Physical or digital notice boards can be used to display important
announcements, event details, or policy updates in common areas where employees can
easily access the information. Notice boards are particularly useful for reaching employees
who may not have regular access to digital communication channels.
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9. Internal Surveys: Surveys are effective for gathering feedback, opinions, and suggestions
from employees. They can be conducted through online survey tools or email. Internal
surveys help in identifying areas for improvement, employee satisfaction, and understanding
communication needs within the organization.

10. Customer Service Software: Utilizing customer service software or helpdesk systems can
facilitate internal communication related to customer responses. These tools enable
employees to manage customer inquiries, assign tasks, and collaborate on resolving
customer issues. They provide a centralized platform for internal teams to communicate
about customer responses, share information, and track progress.

AC 1M1
The communication of information within organizations can raise various legal and ethical issues. Here
are some possible considerations:
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Legal Issues:

1. Confidentiality and Data Protection: Organizations have a legal obligation to protect sensitive
and confidential information. Communicating such information without proper safeguards, such
as encryption or secure channels, can result in breaches of data protection laws or contractual
obligations.

2. Intellectual Property: Organizations must ensure that they respect intellectual property rights
when communicating information. Unauthorized use, disclosure, or infringement of copyrights,
trademarks, or patents through internal communication can lead to legal consequences.

3. Employment Laws: Internal communication should comply with employment laws, including
regulations related to harassment, discrimination, or defamation. Inappropriate or
discriminatory language or content shared internally can result in legal liabilities for the
organization.

4. Regulatory Compliance: Depending on the industry and jurisdiction, organizations may be

subject to specific regulations and compliance requirements. Communication should adhere to
these regulations to avoid penalties or legal repercussions.

5. Securities Laws: For publicly traded companies, internal communication must be carefully
managed to avoid potential violations of securities laws. Improper communication of material
non-public information can lead to insider trading allegations and regulatory scrutiny.

Ethical Issues:

1. Privacy and Consent: Organizations should respect the privacy of employees and stakeholders.
Communication that invades personal privacy, gathers personal data without consent, or violates
privacy norms can raise ethical concerns.

2. Truthfulness and Accuracy: Internal communication should be truthful, accurate, and

transparent. Misleading or deceptive communication can erode trust within the organization and
may lead to ethical concerns, particularly when it comes to financial reporting or marketing
claims.

3. Fairness and Equity: Ethical considerations include ensuring fair and equitable communication
practices within the organization. All employees should have equal access to information,
opportunities to express their opinions, and be treated fairly in the communication process.

4. Respectful and Inclusive Communication: Organizations should promote respectful and inclusive
communication practices, avoiding discriminatory or offensive language. Respect for diversity,
cultural sensitivities, and different perspectives should be upheld to maintain an inclusive and
supportive work environment.

5. Whistleblowing and Reporting: Employees should feel safe and encouraged to report any
wrongdoing or ethical violations they become aware of through internal communication
channels. Organizations should establish clear processes for reporting and protect
whistleblowers from retaliation.
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6. Conflict of Interest: Communication within organizations should address and manage conflicts of
interest appropriately. Employees should disclose potential conflicts and avoid situations that
compromise their objectivity or integrity.

7. Social Responsibility: Ethical communication extends beyond the organization itself.

Organizations should consider the potential impact of their communication on external
stakeholders, society, and the environment. Responsible communication practices consider
social, environmental, and ethical implications.

To navigate these legal and ethical issues, organizations should establish clear communication policies
and guidelines, provide training on responsible communication practices, and have mechanisms in place
for reporting and addressing any concerns or violations that arise. Regular reviews and updates to
communication practices can help ensure ongoing compliance and ethical behavior within the
organization.

AC 3M1
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Evaluating the effectiveness of various communication methods in contributing to the success of an

organization requires considering multiple factors. Here is an assessment of the effectiveness of different
communication channels:

1. Face-to-Face Communication: Face-to-face communication, such as meetings, presentations, or

informal discussions, allows for immediate feedback, clarification, and the building of personal
connections. It is highly effective for conveying complex information, fostering collaboration, and
resolving conflicts. However, it can be time-consuming and may not be practical for
geographically dispersed teams or large organizations.

2. Written Communication: Written communication, including emails, memos, reports, and

documentation, provides a permanent record and allows for clear and detailed information
sharing. It is widely used for formal communication, especially when precision and
documentation are crucial. However, written communication can lack immediate feedback and
may not be suitable for conveying nuanced or sensitive messages.

3. Virtual Communication: Virtual communication methods, such as video conferences, online

chats, or webinars, enable real-time communication and collaboration, bridging geographic
barriers. They are effective for remote teams and distributed organizations. However, technical
issues, lack of non-verbal cues, and potential distractions can impact the effectiveness of virtual
communication.

4. Team Collaboration Tools: Collaboration tools, such as project management software, shared
document platforms, or instant messaging apps, enhance communication and coordination
within teams. They promote transparency, facilitate information sharing, and streamline
workflows. The effectiveness of these tools depends on proper implementation, user adoption,
and integration with existing processes.

5. Intranet and Internal Portals: Intranets and internal portals act as centralized platforms for
sharing information, resources, policies, and updates. They can enhance employee engagement,
enable self-service access to information, and foster a sense of community. However, the
effectiveness relies on regular updates, intuitive navigation, and active promotion within the
organization.

6. Social Media and Internal Blogs: Internal social media platforms or blogs can facilitate informal
communication, knowledge sharing, and collaboration across departments. They encourage
engagement, creativity, and cross-functional interactions. However, organizations need to
establish guidelines to ensure professionalism, manage potential distractions, and address
privacy and security concerns.

7. Formal Presentations: Formal presentations, whether in person or virtual, are effective for
conveying information to large audiences. They enable clear messaging, visual aids, and
structured delivery. However, the effectiveness depends on the speaker's skills, engaging
content, and the ability to capture and maintain audience attention.

8. Informal Communication Channels: Informal channels, such as watercooler conversations,

impromptu discussions, or casual interactions, play a significant role in building relationships,
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trust, and a positive work culture. They foster collaboration, innovation, and employee
engagement. However, the effectiveness may be difficult to measure and formalize.

It's essential to evaluate the effectiveness of communication methods based on the specific goals,
organizational culture, and the needs of the audience. A combination of different communication
channels tailored to the context can maximize effectiveness, ensuring that messages are received,
understood, and contribute to the overall success of the organization.
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