Internal & External Communication (Edexcel IGCSE Business): Flashcards
Exam code: 4BS1
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Define communication.
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Define communication.
Communication is the process by which information is transferred from one person or group (the sender) to another (the receiver).
What is the difference between internal and external communication?
Internal communication is between people inside a business; external communication is with people or organisations outside it.
What are the three main methods of communication?
Verbal, non-verbal, and written communication.
Give one benefit of verbal communication.
Information is transferred quickly, and immediate feedback allows two-way communication.
Give one benefit of written communication.
It provides hard evidence of the message, suits detailed information, and can be copied to many people.
Non-verbal communication, such as a chart or picture, can make a written message .
Non-verbal communication, such as a chart or picture, can make a written message clearer.
True or False?
Verbal communication is the best method for storing accurate, permanent records.
False.
Verbal communication is inappropriate for storing accurate, permanent records; written communication is better.
Define digital communication.
Digital communication is sending and receiving information electronically, using IT.
Give two examples of using IT in communication.
Video conferencing, email, and instant messaging or chat applications.
Give one benefit of video conferencing.
It connects people in different locations, reduces travel costs, and meetings can be set up quickly.
A drawback of email is that attachments can contain , which can be costly to a business.
A drawback of email is that attachments can contain viruses, which can be costly to a business.
True or False?
Instant messaging apps like WhatsApp or Slack allow fast, real-time communication.
True.
Instant messaging enables fast, real-time communication, ideal for brief or urgent messages.
Why can instant messaging lead to misunderstandings?
Text-based communication lacks non-verbal cues, increasing the chance of miscommunication.
Define effective communication.
Effective communication is when a message is received, understood and acted upon in the way intended.
What should effective communication be?
Clear and unambiguous, appropriate to the context, sent to the correct receiver, and timely with the right amount of detail.
Give two benefits of effective communication for a business.
Higher motivation, improved efficiency, more innovation, a positive culture, lower costs, and greater customer satisfaction.
Effective communication helps a business meet its objectives by making it easier to control and business activity.
Effective communication helps a business meet its objectives by making it easier to control and coordinate business activity.
How can good communication increase worker motivation?
Involving workers in decision-making and enabling feedback makes them feel heard and more engaged.
True or False?
Poor communication tends to reduce a business's costs.
False.
Poor communication leads to higher costs, demotivated workers and a lack of cooperation.
Define ineffective communication.
Ineffective communication occurs when a message is not received or understood properly.
Name two problems caused by ineffective communication.
Less motivated employees, rising costs, inefficiency, and inaccuracy (mistakes).
Ineffective communication can confuse customers, negatively affecting a business's sales and .
Ineffective communication can confuse customers, negatively affecting a business's sales and profitability.
How can poor communication cause inefficiency?
If messages are delayed or sent to the wrong receiver, decision-making slows and the business may miss opportunities.
True or False?
Good communication can help build a positive company culture.
True.
Good communication helps people understand their roles and encourages teamwork, building a positive culture.
How can ineffective communication lead to inaccuracy?
Inaccurate information can cause mistakes — e.g. safety checks for a product being missed or rushed.
Define a barrier to communication.
A barrier to communication is something that hinders the flow of information, causing misunderstandings, conflict or inefficiency.
Name three barriers to communication.
Hierarchical/structural barriers, language and jargon, noise and distractions, lack of feedback, cultural differences, lack of time, and technological barriers.
How can hierarchical barriers hinder communication?
Employees may fear repercussions or find managers inaccessible, and too many layers slow messages down.
Technical terminology or industry-specific can be misunderstood, especially by new staff.
Technical terminology or industry-specific jargon can be misunderstood, especially by new staff.
How can noise and distractions be a barrier to communication?
Loud machinery or a crowded workspace, and phone/email notifications, interfere with communication.
True or False?
A lack of feedback can lead to misunderstandings.
True.
The absence of feedback affects understanding and can lead to misunderstandings.
Give one way to reduce a hierarchical communication barrier.
Encourage two-way feedback — e.g. regular one-to-one meetings with line managers.
How can a business overcome technological barriers to communication?
Invest in good-quality ICT systems, keep them updated, and provide training.
To overcome cultural differences, a business can build a culture of teamwork and include cultural awareness in .
To overcome cultural differences, a business can build a culture of teamwork and include cultural awareness in training.
True or False?
A business should only try to improve communication after problems have arisen.
False.
Many businesses put strategies in place to encourage good communication before problems arise.
Give a real example of a business reducing distractions to improve communication.
Trailfinders stores employees' personal phones in a locker during working hours.
A business could reduce the language barrier by minimising jargon and agreeing on a common for key communications.
A business could reduce the language barrier by minimising jargon and agreeing on a common language for key communications.
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