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Notes Ch 15 Business Communication.notebookA2 Chapter 15 Business Communication
Case study page 200
Communication is only effective if the message is clearly
understood, and the sender knows this.
Key to effective communication are: See Figure 15.1 page 201
• Transmitter
• Clear message
• Appropriate medium
• Receiver
• Feedback confirming receipt and understanding
Business communication can be internal or external; 1 or 2way
(2way seeks feedback); vertical and/or horizontal (up and down
or across the organisational structure).
Effective communication is important as it can impact on:
• Motivation
• Idea generation
• Speed of decisionmaking
• Speed of response to customers and market changes this is
very important to remain customerfocused.
• Risk of errors (which cost time and money)
• Coordination between departments and efficiency
, Notes Ch 15 Business Communication.notebook
Communication methods
Oral / verbal
May be oneonone or in groups.
• Conversations
• Interviews
• Appraisals
• Meetings
• Team briefings
Allows for 2way communication (motivational).
Instantaneous
Message can be reinforced with body language (although this
can be misconstrued).
Written records (minutes) of attendance; points discussed and
agreed and action points should be taken for future reference.
Nonverbal
1. Written
Letters, memos, notices, reports, meeting minutes, diagrams.
Good for technical or detailed matters; can be retained for
future reference.
No immediate feedback or opportunity to ask questions; no
evidence of understanding of the message.
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