INTERNAL AND EXTERNAL COMMUNICATION Lesson objectives Definition of terms • 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 • Effective communication in the workplace is when the exchanging of information and ideas is done so in an efficient and effective manner. Benefits of effective communication • It can help to reduce conflict or tension at work • Increased employee engagement - This ultimately works to create better engagement between employees, which can lead to increased employee satisfaction and healthier company culture • Improved productivity - Ensuring information is readily available and communicated in an effective manner allows employees to accurately perform their duties and can increase productivity throughout the organization • Improved client relations • Healthy workplace culture • Improved direction for employees • Boosted employee job satisfaction • Increased innovation • Strengthened team building • Improved public impression Internal communication This involves communication between members of the same organisation Examples of internal communication External communication This is communication between the organization and other organizations or individuals Examples of external communication • Orders for goods from suppliers • Sending information to customers about prices and delivery time • Advertising goods or services • Asking customers to pay bills on time Importance of external communication The features of effective communication Class activity One-way and Two-way communication The advantages of two-way communication One-way versus two-way communication Communication methods Information can be sent or transmitted in a number of ways. These media includes: • Verbal • Written • Visua Verbal method of communication Written method of communication Visual method of communication The best method of communication Choosing the appropriate communication method • Speed • Costs • Message details • Leadership style • The receiver • Importance of a written record • Importance of feedback Advantages of verbal communication Disadvantages of verbal communication Advantages of written communication Disadvantages of written communication Advantages of visual communication Disadvantages of visual communication Class activity Formal and informal communication • Formal communication is when messages are sent through established channels using professional language • Informal communication is when information is sent and received casually with the use of every day language The direction of communication Communication barriers These are factors that stop effective communication of messages Barriers to effective communication and how they can be overcome
