ib business and management 2.3 communication. what is communication? communication is messages...
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IB Business and Management
2.3 Communication
What is Communication?
• Communication is messages passed between a sender and a receiver.
SENDER RECEIVER
Message
SENDER RECEIVER
Message
Or two way, where feedback is sent back to the Sender
Feedback
One way or 2 way?
Task
• Picture drawing task
• The volunteer will describe a picture which the rest of you have to draw.
• You are NOT allowed to ask any questions
Task
Now the volunteer will describe a picture to you which you have to draw. This time you are allowed to ask questions
Which pictures turned out more like the original?Why?
Types of Communication
Internal External
Communication between individuals/groups within the business
Communication between a member of staff and someone from outside the business
Inside the firm
Outside the firm
Managers
Employees
Customers
Suppliers
Banks
Tax
Authorities
External Communication
Internal Communication
Communication Methods
Mobile Phone CallPresentations
E-mails
Fax
Note
Text Messages Face to Face Discussions
News Letters
Telephone call
Voicemail
Meeting Minutes
Video ConferencingNotice
Agendas
Body Language
Memorandum
Reports
Letters
Website
Meetings
Videos
Posters
Brainstorm methods that businesses use to communicateBrochures/Leaflets
Chat
ORAL COMMUNICATION
Oral Communication
• Sometimes known as verbal communication
• Which of the methods of communication which we brainstormed are verbal communication?
NON-VERBAL COMMUNICATION
Non-verbal communication can be….
• Written
• Visual
From the methods of communication that we brainstormed
Task
• Fill in the venn diagram of different forms of communication
The purpose of communication
• To provide information about the business
• To collect information about the business
• To give instructions• To coordinate different functions of
the business
Effective Communication
• Clear and Easy to understand• Accurate• Complete• Appropriate• Via the right medium• With a chance for feedback
BARRIERS TO COMMUNICATION.
Task
• You have to guess the barriers to communication from the clues that you are going to get……
CLUE 1
What do these business terms mean?
1. KPI 2. R&D3. USP4. ROI5. POS6. SME7. SBU8. YTD9. NDA10. HIBBIS
What do these business terms mean?
1. KPI – Key Performance Indicators2. R&D – Research and Development3. USP – Unique selling point/proposition4. ROI- Return on investment5. POS – Point of Sale6. SME – Small Medium Enterprise7. SBU – Strategic Business Unit8. YTD – Year to Date9. NDA – Non-Disclosure Agreement10. HIBBIS – Heads in Beds, Butts in Seats
CLUE 2
Watch the video
• Rab C Nesbit
CLUE 3
CLUE 4
CLUE 5
CLUE 6
CLUE 7
Video Clip
• Fawlty Towers
CLUE 8
CLUE 9
Task
• Write down as many barriers to communication that you can think of
Barriers Communication
• Technical Jargon• Accents• Technical Failure• Language Barriers• Reluctance to use technology• The receiver refused to listen• The receiver didn’t hear/see• Poor presentation skills • Physical distance and time zones
Choosing the right medium for communication.....
• Speed• Cost• Opportunity for Feedback• Complexity of message• The number of required recipients• Formality of the message
Internal/External and which medium would you choose?
A manager informing an employee that if they are late one more time they may be dismissedInforming all staff details about the Christmas
partyLetting a customer know what time her sofa will
be deliveredFinding out why an expected delivery from the
suppliers hasn’t been receivedLetting customers know that you are recalling a childrens toy due to a potential choking hazardAn employee letting his line manager that he is
sick and will not be in work that dayLetting customers know that there will be a sale
starting on MondayArranging an overdraft extension with the bank
Consequences of poor communication
• Misunderstandings• Wasted time• Increased costs• Inefficiency• Poor Staff Motivation• Lost Profits• Disputes
Questions …….
Mobile Phone Call
PresentationsE-mails
Fax
Note
Text Messages
Face to Face Discussions
News Letters
Telephone call
Voicemail
Meeting Minutes
Video Conferencing
Notice
Agendas
Body Language
Memorandum
Reports
Letters
Website
Meetings
VideosPosters
Brochures/Leaflets
WRITE DOWN AS MANY AS YOU CAN….
1. Methods of communication that would only be used for
internal communication
2. Communication methods which would be used for
urgent messages
3. Communication methods which are verbal
4. Written methods of communication
Methods that might be used to communicate with
customers
Questions1. What is communication?2. Why is communication important to a business?3. Explain the difference between vertical and horizontal
communication4. Why should communication be two way?5. Give two examples of oral communication.6. What are barriers to communications?7. Why are formal communication channels needed in large
organisations?8. What could happen if there was a breakdown in
communication in the workplace? 9. How has the introduction and use of ICT systems effected
the workplace?10.State the advantages and disadvantages for the following
methods:-Letters
MemorandumMeetingE mail
Telephone