communication.ppt

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communication.ppt

  1. 1. Communication in Business
  2. 2. Communication <ul><li>Transferring information from one part of the business to another that leads to some outcome, changed behaviour or changed practice </li></ul><ul><li>Formal Communication – established and agreed procedures </li></ul><ul><li>Informal Communication – channels not formally recognised – ‘the grapevine’ </li></ul>
  3. 3. Communication <ul><li>Process: </li></ul>Sender or Instigator Channel Medium Receiver Change in payment systems Finance Dept E-mail Feedback
  4. 4. Communication <ul><li>Methods: </li></ul><ul><ul><li>Verbal – face to face </li></ul></ul><ul><ul><li>Written </li></ul></ul><ul><ul><li>Electronic </li></ul></ul><ul><ul><li>Visual </li></ul></ul><ul><ul><li>Audio </li></ul></ul><ul><ul><li>Group meetings </li></ul></ul><ul><ul><li>Notice boards </li></ul></ul><ul><ul><li>Text! </li></ul></ul>
  5. 5. Communication <ul><li>Medium: </li></ul><ul><ul><li>Letters </li></ul></ul><ul><ul><li>Memo </li></ul></ul><ul><ul><li>Report </li></ul></ul><ul><ul><li>Notice board </li></ul></ul><ul><ul><li>Faxes </li></ul></ul><ul><ul><li>Telephone </li></ul></ul><ul><ul><li>E-mail </li></ul></ul><ul><ul><li>Face to face </li></ul></ul><ul><ul><li>Body language </li></ul></ul><ul><ul><li>Video/video conferencing </li></ul></ul><ul><ul><li>Internet </li></ul></ul>
  6. 6. Communication <ul><li>Choice of Medium affected by: </li></ul><ul><ul><li>Need for record </li></ul></ul><ul><ul><li>Direction of the information flow </li></ul></ul><ul><ul><li>Number of people to be reached </li></ul></ul><ul><ul><li>Confidentiality </li></ul></ul><ul><ul><li>Nature of the information – length, complexity, speed of transfer </li></ul></ul><ul><ul><li>Cost of the medium </li></ul></ul>
  7. 7. Communication <ul><li>Druckers’ Fundamentals of Communication: </li></ul><ul><ul><li>Perception </li></ul></ul><ul><ul><li>Expectation </li></ul></ul><ul><ul><li>Makes demands </li></ul></ul><ul><ul><li>Communication and information are different and largely opposite, yet interdependent </li></ul></ul><ul><ul><li>(Source: Peter F. Drucker, ‘Management’, Pan, 1977) </li></ul></ul>
  8. 8. Communication <ul><li>Barriers to Successful Communication </li></ul><ul><ul><li>Ability of the sender – how much the sender understands of the message they are trying to send </li></ul></ul><ul><ul><li>Content – including technicalities and jargon </li></ul></ul><ul><ul><li>Method of communication – including style and body language where appropriate! </li></ul></ul><ul><ul><li>Skills and attitude of the receiver </li></ul></ul><ul><ul><li>Organisational factors – complexity of the organisation, scope of the organisation </li></ul></ul><ul><ul><li>Cultural attitudes </li></ul></ul><ul><ul><li>Perceptions, prejudices and stereotypes </li></ul></ul><ul><ul><li>Inappropriate target for the message </li></ul></ul><ul><ul><li>Technical capabilities – ICT! </li></ul></ul>

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