Internal communication occurs within a company between supervisors, subordinates, and colleagues, and can flow downward from supervisors to staff, upward from staff to supervisors, or horizontally between colleagues. External communication happens outside the company between staff, customers, suppliers, and the public, such as a salesperson interacting with customers, distributing brochures, or a manager promoting products through advertisements. Effective communication, whether internal or external, is important for businesses to get work done, tell others about their products and services, and discuss new ideas.

1. Chapter 8 Communicating with Customers

2. What is Communication? Process by which a person (sender conveys a message to another person (receiver). It takes places when a message, an idea, or a piece of information is passed from individual, group or organisation to another individual, group or organisation

3. Why do we communicate? To get work done Tell others about their products Tell others about themselves Discuss new ideas

4. Internal communications Internal communication takes place within the workplace among supervisors, surbordinates and colleagues.

5. Internal communications Downward flow (internal communication) supervisor give verbal orders or written instructions Upward flow (Internal communication) Staff give verbal feedback, send written report and write email to supervisors Horizontal flow (Internal communication) Collegues give verbal feedback to each other within and outside the department.

6. External communications Examples: Salesperson interacts with customers Salesperson distributes promotional brochure to the PUBLIC Staff send e-mails to letter to suppliers or receive emails Staff order goods from suppliers Managers puts up advertisements to promote the products and services

7. External communications External communication take place outside the workplace between staff customers, suppliers and the general public.