Business Studies
Business Studies
Business Studies
4 – Internal and
External Communication
Effective Communication
Communication is the transferring of a message from the sender to the receiver, who
understands the message.
Internal communication is between two members of the same organisations. Example:
communication between departments, notices and circulars to workers, signboards and labels
inside factories and offices etc.
External communication is between the organisation and other organisations or individuals.
Example: orders of goods to suppliers, advertising of products, sending customers messages
about delivery, offers etc.
Effective communication involves:
A transmitter/sender of the message
A medium of communication eg: letter, telephone conversation, text message
A receiver of the message
A feedback/response from the receiver to confirm that the message has benn received
and acknowledged.
One-way communication involves a message which does not require a feedback. Example:
signs saying ‘no smoking’ or an instruction saying ‘deliver these goods to a customer’
Two-way communication is when the receiver gives a response to the message received.
Example: a letter from one manager to another about an important matter that needs to be
discussed. A two-way communication ensures that the person receiving the message understands
it and has acted up on it. It also makes the receiver feel more a part of the process- could be a
way of motivating employees.
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Downward communication: messages from managers to subordinates i.e. from top to bottom of
an organization structure.
Upward communication: messages/feedback from subordinates to managers i.e. from bottom to
top of an organization structure
Horizontal communication occurs between people on the same level of an organization
structure.
Communication Methods
Verbal methods (eg: telephone conversation, face-to-face conversation, video conferencing,
meetings)
Advantages:
Written methods (eg: letters, memos, text-messages, reports, e-mail, social media, faxes,
notices, signboards)
Advantages:
Visual Methods (eg: diagrams, charts, videos, presentations, photographs, cartoons, posters)
Advantages:
No feedback
May not be understood/ interpreted properly.
Communication Barriers
Communication barriers are factors that stop effective communication of messages.