Internal and External Communication (Copy)

Internal and External Communication

Communication is transferring of a message(information or instruction) from a sender to a receiver, who understands the message.

• Internal communication
  • Within the organization between its own members
  • Company noticeboards for employees
• External communication
  • Between one organization and other organization or individual
    • Ordering for good

Effective communication is a communication where a sender sends a message to receiver through a medium, and the receiver understands and gives feedback

• Sender also called transmitter
• The method for sending message is called medium of communication
• Receiver is the person who should get the message
• Feedback is a confirmation of receiving the original message and response to it by the receiver.

Communication can be uni directional or bi directional

• One way communication is where no response is required
• Two way communication is where a response is given and there could be a discussion about the original message too.
  • Benefits
    • If message received is not clear, there could be request for the message being sent again
    • Receiver feels more a part of the communication through his feedback

Communication Methods

• Verbal communication is oral
  • Can be one to one talks, telephone conversations, video conferencing, meetings and team briefings etc
  • Benefits
    • Quick
    • Immediate feedback and two way communication
    • Message accompanied by para language and body language makes it more effective
  • Drawbacks
    • Its difficult to determine in a big meeting if everyone listened
    • Can be longer is discussion or feedback gets longer
    • No accurate and permanent record
• Written communication
  • Business letters
  • Memos or memorandums (used only internally)
  • Reports -detailed documents on a particular aspect
  • Notices – such as those on notice boards
  • Faxes (facsimile)
  • Text messages – instant messaging
  • Email and social media
    • Such as tweets, Facebook posts etc
  • Advantages
    • Permanent evidence
    • Essential and may be required legally in some cases
    • Can be copied and sent ot many
    • Electronic methods make it quick
  • Disadvantages
    • No direct feedback always possible
      • Only possible in some electronic methods
    • Can not be determined easily if message has been received
    • Language can be difficult to understand
    • No body language or para language
• Visual (such as diagrams, videos, charts etc)
  • Films, videos
  • Publication and power points (presentation software)
  • Posters
  • Charts and diagrams
  • Photographs
  • Cartoon
  • Benefits
    • Can make information more attractive
    • Can make written message more clear
  • Problems
    • No feedback
    • Can be difficult to interpret, like charts or diagrams etc so misunderstanding can occur

Formal and Informal Communication

• Formal Communication is when established channel is used to send messages using professional language and format. For example writing to the CEO of another company for business deal
• Informal communication is more casual in nature and can use everyday language like slang etc

Communication Direction

• Downwards communication is when someone on the upper level of the hierarchy sends a message to someone to the down level of the hierarchy. Message can get distorted if longer chain of command because it has to pass so many levels.
• Upward communication is when message or feedback goes from someone down in the hierarchy to someone up in the hierarchy.
• Horizontal communication or lateral communication is between employees at same level. Can be formal or informal. Can cause conflict between departments for example production department accusing sales department for lower sales and thus lowering product clearing

Communication barriers are factors that prevent communication from being effective.

• Issues with sender
  • Difficult language including technical terms like jargon
    • Message should be in simple and easily understandable language
    • Technical terms and jargon should be avoided
  • Speaks too quickly and unclear
    • Message should be clear
    • Feedback can help check if the receiver understood the message
  • Wrong message communicated
    • Right message must be sent to the right person
  • Too long and too detailed message
    • Concise yet precise message should be sent
    • Covering main points
• Issues with medium
  • Message lost before reaching receiver
    • Feedback can be taken to check if the receiver even got the message in the first place
  • Wrong channel used for communication
    • Appropriate channel used for the message
  • Long chain of command distorts the message
    • Shortest possible channel should be used
  • No feedback received
    • Better type of channel used if feedback is must
  • Medium failure
    • Other mediums be used
• Problems with receiver
  • Does not pay attention
    • Message’s importance to be emphasized to the reader
  • Receiver does not trust the sender
    • Sender can be someone who is respected by receiver so that they take the message seriously and act upon it
• Problems with Feedback
  • No feedback
    • Use right communication method
    • Ask for feedback
  • Feedback is too slow and distorted
    • Direct lines of communication
    • Shortest possible communication channel