1.

Understand how internal communication takes place within organizations

The process of communication
A dynamic process
Sender has an idea
Idea / essage Sent
essage transmitted to recei!er
"ecei!er gets message
"ecei!er gi!es feed#ack $ responds% to message
odes of communication
&ritten ' (etters ) #ulletins ) notice #oards) updates) newsletter
*ace to face /oral+ #riefings ) appraisal) meetings $ departmental ) weekly updates )
team meetings) inter!iews ) appraisal ) disciplinary ) sales ) annual general meeting
$A, %- e.traordinary general meeting $/,%)
/lectronic ' email ) face #ook ) twitter ) #log
Purposes of communicate
To pro!ide information ) to gain information ) to generate ideas ) to generate team
cohesion) to moti!e
To send information !ertically $ upwards and downwards % and horizontally
Internal communication ) e.ternal communication
To pro!ide information formally and informally
0arriers
1larity of written / oral message 'reada#ility ) language ) tone
Technology '2oor connections) inappropriate use
Interpersonal relationship ' personal conflict
3on '!er#al communication
4. Understand how organizations communicate with customers
*ormal 1ommunications
&e#sites ) #rochures ) letters ) newsletters )email ) emails ) telephone calls ) face to
face ) social media
2urpose of communicating #y social media
,enerate #usiness
3etwork
Image
2u#lic "elations $ 2"%
"emain up to date
Image
/.g . 1ontemporary - traditional - energized - cutting edge -
5. Understand the factors that impact on the effecti!eness of communications
Impact the personal relationships
Team 1ohesion
2ersonal conflict
*a!oritism
6o# Satisfaction / dissatisfaction
Impact the non !er#al communication
Tone of !oice) #ody language
3egati!e and positi!e ) reinforcement of oral message / contradiction of oral
messages
Acti!e listening and focusing
Impact of Technology
3egati!e ' reliance on technology at meetings / presentations - can create stress -
2ositi!e 'enhance clarity of information . helps reinforce message ) can help those
with different learning styles -
1on!entions in written communications
*ormal reports ) informal reports ) emails ) letters ) te.ts
,reetings ) sign off ) tone ) punctuation and grammar) use of first or third person
7. 0e a#le to present oral information effecti!ely
8ral presentation
*ormal presentation to a small group e.g .staff ) colleagues ) management
1omple. information
,eneral ' introductory
1omple. ' *acts ) *igures ) data
Technology
2resentation software
I1T e.g .spread sheets ) hand 'outs
/ffecti!eness
&as intended purpose met 9
appropriateness of #ody language
Audience response
:uality and appropriateness of information gi!en
;. 0e a#le to communicate effecti!ely in writing
1ommunicate comple. information
In writing e.g . reports ) #riefing notes ) press release ) social media $e<g .*ace#ook )
twitter and #logs % ) meeting documentation
2urpose e.g .to present results to the #oard ) to launch a marketing campaign )
=ocument a meeting
agenda ) minutes ) papers
:uantitati!e data
/.g . *inancial results ) sales figures ) changes in product features ) producti!ity )
energy efficiency .
"e!iew written communication
*or clarity ) reada#ility ) appropriateness of media ) use of !isuals $ e.g .charts )
graphs ) pictures % >tone language
3egati!e and positi!e ) reinforcement of oral message / contradiction of oral
message
Acti!e listening and focusing
Impact of technology
3egati!e 'reliance on technology at meetings / presentations - can create stress -
2ositi!e ' enhance clarity of information ) helps reinforce message ) can help those
with different learning styles -
1on!entions in written communications
*ormal "eports ) informal reports ) emails ) letters ) te.ts
,reetings ) sign off ) tone ) punctuation and grammar ) use of first and third person
7. 0e a#le to present oral information effecti!ely
8ral 2resentation
*ormal presentation to a small group e.g colleagues ) management
1omple. Information
,eneral ' Introductory
1omple. 'facts ) figures ) data
Technology
2resentation software
I1T e.g spread sheet ) hand+outs
/ffecti!eness
&as intended purpose met 9
appropriateness of #ody language
Audience response
:uality and appropriateness of information gi!en
;. 0e a#le to communicate effecti!ely in writing
1ommunicate comple. information
In writing e.g reports ) #riefing notes ) press releases ) social media $ e.g *ace#ook )
twitter and #logs% ) meeting documentation
2urpose e.g to present results to the #oard ) to launch a marketing campaign )
=ocuments a meeting
Agenda) minutes) paper
:uantitati!e data
/.g . *inancial results ) sales figures changes in product features ) producti!ity )
energy efficiency
"e!iew written communication
*or 1larity ) reada#ility ) appropriateness of media ) use of !isuals $ e.g charts )
graphs ) pictures % - tone language