Summary Business Communication - Chapter 14 (A-Level Business 9609)
18 views 0 purchase
Course
9609 (9609)
Institution
CIE
This summary contains all the information from Chapter 14 that CIE could ask students about Business Communication, such as:
Purposes of Communication (effective communication)
Methods of Communication
Spoken/Written/Electronic/Visual Communication
Formal communication channels (one-way or two-...
Business communication
14.1 Purposes of Communication
Effective communication: the exchange of information between people or groups
with feedback
● Communication is effective if the message has been received and understood
by the receiver and the sender knows that it has been understood
● Key features of effective communication:
○ sender/transmitter of the message
○ Message that is clear enough for the receiver to understand it
○ Appropriate medium
○ Receiver of the message
○ Feedback from the receiver to confirm receipt and understanding
○ Communication has been effective if the receiver provides feedback
(response)
Situations in which communication is essential
Effective external communication is essential for:
● Communicating with customers: about new products, variations in
products, safety warnings, special offers, and constant feedback as part of
customer relationship marketing
● Communication with suppliers: about details of the next supply order,
delivery details, discount requests, incorrect products sent
● Communicating with shareholders: the date of the next AGM, latest
dividend payments, election of new directors, latest reports
Effective internal communication is essential for:
, ● Communicating with employees: about employment contracts, training
programmes, annual pay increases, new working practices, work schedules,
and workplace problems when employee input is required
● Communication with managers: coordinating the activities and decisions of
different departments, reporting to senior management, passing decisions and
instructions to senior managers, managers expressing their opinions
14.2 Methods of Communication
● Not every method of communication uses words
● When two or more people are in a room, the way one of them sits, stands,
their facial expressions or their general appearances will send out a message
between them
● These signs of nonverbal communication allow people to form impressions
about a person’s role, personality, intentions or emotional state
● The range of communication methods available includes spoken, written,
electronic and visual communication
Communication methods: the media used to communicate the messages
Visual communication: conveying information or ideas in forms that can be seen
Spoken communication
Spoken communication: sending messages by word of mouth between two or
more people
● One-to-one conversations, interviews, appraisal sessions, group meetings
Advantages of spoken communication:
● It allows two-way communication and feedback which motivates employees
according to Herzberg
● There is no delay between sending and receiving the message
● There’s evidence of who attended a meeting (so who received the
information) which can be kept for future references
● If something’s not clear then the receiver can ask for instant clarification
● Allows the sender to reinforce the message with body language
Weaknesses of spoken communication
● Some spoken communication can be ambiguous and some receivers may be
reluctant to ask for further detail
● There’s no written record of what was said so the message can’t be referred
to again
● It might not be appropriate for complicated and technical matters, written form
is better
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through EFT, credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying this summary from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller bernadettgerends. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy this summary for R247,42. You're not tied to anything after your purchase.
