Chapter 9 of the business studies O level 7115 discusses the significance of effective communication in business, differentiating between internal and external communication, as well as formal and informal methods. It outlines various communication methods including verbal, written, and visual, highlighting their advantages and disadvantages. Additionally, the chapter covers the direction of communication and potential barriers to effective communication.

1. BUSINESS STUDIES
O LEVEL 7115
CHAPTER # 9: INTERNAL & EXTERNAL COMMUNICATION

2. THE CHAPTER WILL EXPLAIN :
• The importance of effective communication to a business
• The difference between internal and external
communication
• The difference between formal and informal communication
• The different methods of communication

3. BASIC CONCEPTS
• Communication is the transferring of a message from the sender to the receiver,
who understands the message.
• The message is the information or instructions being passed by the sender to the
receiver.
• Internal communication is between members of the same organization.
• External communication is between the organization and other organizations or
individuals

4. THE PROCESS OF EFFECTIVE COMMUNICATION

5. ONE-WAY & TWO-WAY COMMUNICATION
One-way
communication
involves a message
which does not call
for or require a
response.
Two-way
communication is
when the receiver
gives a response to
the message and
there is a
discussion about it.

6. SUMMARY – Effective Communication

7. COMMUNICATION METHODS
Verbal Methods
Written Methods
Visual Methods

8. CHOOSING AN APPROPRIATE COMMUNICATION
METHOD
• Speed
• Cost
• Message details
• Leadership style
• The receiver
• Importance of a written
record
• Importance of feedback

9. VERBAL COMMUNICATION METHODS
•Advantages
– Information can be given out quickly
– There is opportunity for immediate
feedback
– The message is often reinforced by
looking at the speaker
•Verbal or oral communication methods includes:
– Face to face / one to one talks / meetings
– Video conferencing
– Meeting and team briefings
•Disadvantages
– Not sure whether everybody is
listening
– It may take longer to respond
– No formal record can be maintained

10. WRITTEN COMMUNICATION METHODS
•Advantages
– Evidence of message can be maintained
– Essential for certain complicated messages
– Can be copied and shared with others
– Quick and cheap way to reach a large audience.
•Written methods of communication includes:
– Business Letters
– Memos (Memorandum)
– Reports
– Notices
•Disadvantages
– No direct feedback
– Noteasytocheckwhetherthemessagehas
beenreceivedandactedproperly
– Language used could be difficult for
some receivers
– No opportunity for using body language
– Text messages
– Email, social networking sites &
tweeting
– Other forms using IT

11. VISUAL COMMUNICATION METHODS
•Advantages
– Information can be appealing and
attractive
– One can use visual aids to express the
information in a simpler way
•Visual methods of communication includes:
– Films, videos and presentations
– Posters
– Charts and diagrams
– Photographs and cartoons
•Disadvantages
– There is no feedback
– Charts and diagrams are
sometimes difficult to interpret

12. FORMAL AND INFORMAL COMMUNICATION
Formal communication is when messages
are sent through established channels
using professional language.
Formal Channels are:
– Noticeboard
– Reports,
– Emails
– Memos
– Official meetings
Informal communication is when
information is sent and received casually
using everyday language.
Informal Channels are:
– Meeting with friends during
break times
– Informal meetings i.e.
grapevine

13. DIRECTION OF COMMUNICATION
A: Downward communication
B: Upward communication
C: Horizontal Communication

14. BARRIERS OF EFFECTIVE COMMUNICATION

15. THANKS FOR PAYING
ATTENTION
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