BUSINESS COMMUNICATION . Ch : 13 Pg : 226. Communication. Communication is the exchange of information between people. The passing of information from sender to receiver.
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Letters, memo, notices on boards or report.
a) The importance of written record that the message has been sent & received.
b) The advantages to be gained from two way comm
c) The cost of an electronic media.
d) The speed of the media to deliver the message.
e) The quantity of data to be communicated.
f) Whether one or more method should be used or whether it has been received or not.
a) Failures in one stages of the communication process.
b) Poor attitudes of the sender or receiver.
c) Physical reasons
Six steps to minimize the impact of comm. barriers:
a) ensure the message is clear & precise.
b) keep the comm. channel as short as possible.
c) ensure that channels of comm. are clear to all involved.
d) build in feedback.
e) establish trust between senders & receivers.
f) ensure that physical conditions are appropriate.
The internal comm. structure of a business can be organised in a number of different ways.
A) The Chain Network - Used in a hierarchical structure. E.g.: Police or army. It does not encourage either 2 way comm. or horizontal comm. Gives leader control & allows an overview.
B) The Vertical Network
The owner has 4 subordinates & comm. with them directly but individually. Used in small department or narrow SoC.
C) The Wheel Network
Leader is in control & can limit formal contact.D) The Circle
E) The Integrated Or Connected Network
a) Motivation to effective communication
· Well-motivated staff are more likely to listen & respond to message. Better & more accurate comm.
b) Effective comm. to motivation
· Staff are more likely to feel involved & will receive constant feedback.
· Shorter comm. channels reduce remoteness leads to better motivated staff.
· These links are important.
· They could lead to a virtuous (good or worthy) circle in an organisation.
· More staff are given the opportunity to participate.
Problems of horizontal comm.:
a) Different departments may not understand the culture, ways of working, objectives, problems of the others.
b) Objectives of different departments could conflict. E.g.: Spending money on an advertising campaign.
Matrix structure establish could help to eliminate these problems.
Vertical communication is when people from different levels of hierarchy communicate with each other.
a) Hold meetings with staff. This is two-way communication & it allow problems over production & group member to be resolved. But it is time consuming & not suitable for all messages.
b) Use IT (Information Technology). It is more accurate than hand written messages, allows for quick feedback. Capital costs & training costs may be very high. Danger of information overload. Virus, confidentiality, misuse of technology.
c) Video conferencing. Each different departments hold a meeting through the use of computer network. It is very costly to provide devices such as projector & high quality camera & speaker to each department. All staff in every department may need to received a message before the meeting started. The problem is it would be troublesome if the particular staff forget to spread the message to every staff in the department.
d) Blogs. It is very convenient if each department have the access to internet. Some message may contain confidential information & the information put on the blog are not always safe because it is easily access by anyone & even competitor.
e) Email. Convenient & simple but easily intercepted by hacker. Not everyone in the staff got email.