UNIT 2.3 COMMUNICATIONLESSON 1: METHODS OF COMMUNICATIONPAGES 229-234

IB Business and Management

1. Think about it…• An Irish poet, by the name of William Butler Yeats (1865-1939), once said “ Think like a wise man but communicate in the language of the people.”• What did Yeats mean by this?• Why is

communication so important?

• What will make you an excellent communicator?

• …

2. Focus Questions 1. What is communication? 2. How many ways do we communicate? 3. Why is effective communication important

for the running of a business? 4. How is an abstract different from an

executive summary? 5. What is the purpose of communication? 6. Evaluate which methods of

communication are preferred over others and why?

…

3. An overview… So why is communication as a manager important?

Because a lot of your time will be spent communicating. The purpose of communication is to:

Instruct Clarify Interpret Notify

WarnReceive feedbac

kReviewTo

inform

Effective communication is important because…. Staff become aware of their

roles/expectations Managers can gather and act upon

feedback from employees, customers, and other stakeholders

Overall, it allows managers to have better understanding and control of their business

Internal vs. External Communication Internal communication

Communicate within the same business organization EX: store manager of KFC talks with BOD about

marketing techniques

External communication Communication between one organization and

another unrelated organization EX: KFC manager talks to supplier about orders

4a. Methods of Communication:

Oral / Verbal communication: Involves parties talking and listening to one another. I know a lot of you may think this common sense, but you would be

surprised how many people do NOT know how to listen.

Advantages

Detailed questions can be asked.

No delay in answering questions.

No cost involved.

A good way to judge an employee’s ability to

communicate: interviews and presentations.

Facial reactions and body language can be seen and

judged.

DisadvantagesInformation may not be truthful.

No permanent record of the conversation.

Confidential messages difficult to verbally

communicate.

Meetings and interviews can be time consuming. …

List examples of

verbal communicati

on.

4b. Methods of Communication:

Non-verbal Communication: What is it?

Basically, all forms of communication EXCEPT oral. Written communication Visual communication Involves use of information and technology

Forms of written

communication

(paper-based

methods)

Letters

Memorandum

Reports

Notices

Executive

Summaries

Abstracts

Research proposals

4d. Methods of Communication:

• Visual Communication:• Napoleon once said, “A

picture paints a thousand words.”

• Images speak louder than words.

• Visual aids can enhance communication.

…

How can visual

communication be

beneficial?

Understood easily

Communicate

Ideasquickly

Cheaper

Cater to a

visual learner

Have a longer lasting impact

Different images for different purposes

Different images for different purposes

5. Other Examples of Visual Communication: Photographs, symbols, tables, maps,

sketches, and diagrams. Sign language and body language. A major disadvantage of all forms of

communication is that of storage space. Many forms of written communication are

slow What happens if the receiver does not

understand the written message?

UNIT 2.3 COMMUNICATIONLESSON 2: FORMAL AND INFORMAL COMMUNICATION CHANNELSPAGES 235-240,243-245.

IB Business and Management

1. Focus Questions

1. What is channel of communication? 2. Explain informal and formal

communication. 3. What are some factors influencing the

choice of communication method? 4. How has the use of ICT improved business

communication? 5. Discuss some barriers to effective

communication. 6. Analyze the consequences of poor

communication.

2a. Informal Communication All unofficial channels of communication.

Famous expression “through the grapevine” - one form of this is gossip.

Many managers view gossip as a hindrance to efficiency and productivity in the workplace.

Some view informal communication as beneficial: Fosters a sense of belonging. Foster a sense of security and mutual support. Pooling of ideas can help generate solutions.

2b. Formal Communication Refers to all official channels of communication.

Written communication methods tend to relate to formal channels of communication.

Formal communication is directly related to work matters

…

2c. Information and Communication Technology

ITC used to aid communication such as: …

Electronic Mail (Email)

Facsimile (Fax)

Video-conferencing

Telephones and Mobile phones

3. Factors Influencing the Choice of Communication Method:

POSSESS

LUC

Personal

preferences

Organizational

structure

SecurityIssues and

concerns

SkillsAnd

training

EaseOfuse

SizeOf

business

Storageissues

Location

Urgency

Cost

…

4. Barriers to Effective Communication:• High costs.• Technological

breakdown.• Language.• Accents.

* Jargon.* Attitude.* Geographical location.* Internal politics.

* Poor presentation skills.* Chinese whispers.* Physiological barriers.

Consequences of poor

communication

Lowers morale,

confidence and sense of

direction.

Errors and reworking will

rise.

Loss of competitivene

ss.

Lack of control

•….

• You as the manager, mustlook at the causes of the breakdown. •1) You may have to consider delayering.•2) Hire bilingual employees

Solving Communication Problems

Communication and Business Strategy Managers continuously try to

improve communication in the workplace in order to: Improve speed, access, and

accuracy of communication Reach a wider audience Improve motivation and

productivity

Communication and Business Strategy Disadvantages of changes to ICT:

Cost Threat to security Need for change management

• Information overload – too much info., can demotivate staff

• Visual liking – 55%• Vocal liking – 38%• Verbal liking – 7%

Importance of verbal vs. non verbal communication