How is information spread within a company? Information spread due to internal and external channels within a company. 2) Which internal and external channels of communication are used? What are their tasks? There are two types of communication channels: internal and external. Intranet is one of internal channels that is used to spread information within a company due to internal websites only accessible by employees. Next channel, that can be both internal and external, is company magazine.
It may try to demonstrate how a company is putting its mission statement into action. Externally, advertising has been the most visible form of communication with customers. Usually it designed to increase product sales, but there is also institutional advertising, designed to improve perceptions of the company as a whole. Furthermore, customer service center is two-way communication between company and customers. It is designed to gather information from customers about all aspects of use of a company’s products.
What is more, one of the most important sphere of external communication is public relations, that include investor relations, press conferences, press releases. The main aim of PR is manipulate the moulding of the company’s image. 3) What makes a good communicator? ‘Good communicators really listen to people and take in what is said. They maintain eye contact and have a relaxed body language, but they seldom interrupt and stop people talking. If they don’t understand and want to clarify something they wait for a suitable opportunity.
When speaking, effective communicators are good at giving information. They do not confuse their listener. They make their points clearly. They will avoid technical terms, abbreviations or jargon. If they do need to use unfamiliar terminology they explain by giving an easy to understand example. Furthermore, although they may digress and leave the main point to give additional information and details where appropriate, they will not ramble and lose sight of their main message.
Really effective communicators who have the ability to engage with colleagues, employees, customers and suppliers are a valuable asset for any business. ’ 4) Why have communications improved in recent years? How can they improve in the future? Can you give example of a really good communication between companies and their customers? Communication between companies is much better now than in the past especially this great improvement in the last ten years and the reason for that is the introduction of new communication channels, i. e. the Internet, mobile phones, instant messaging etc.
So, it has definitely improved communication and become a two-way channel between customers but there are definitely scope of improving communication in terms of timeliness of the communication and giving more control to the customers so they control the communication with companies rather than companies communicating with customers without their permission. The best example of communication between companies and customers is where companies empower their customers to be in control of the information most needed by them and communicate only targeted issues which are of interest to customers.
A good example of company communicating with customers is for example a bank keeping them updated by e-mail or SMS, commonly referred to as text messaging. When a customer’s salary has been credited or he’s crossed the overdraft limit. This information is useful to customers and adds value while making financial decisions. 5) How can a breakdown in communication seriously affect a business? Breakdown in communication can bring the world to a halt today. We’re living in an information society whose foundation is based on efficient communication.
For example, recent breakdown in communication of our country’s A-traffic control system led to a twenty-hour closure of all airports in the country and a resulting delay in flights globally. Nowadays, companies and their suppliers are tied up with agreements where they pay huge fines, by the hour, for delay in fixing communication systems. This is more prevalent in the banking industry, where, for example, if a cash machine breaks down, every hour there is a delay in fixing the cash machine, there is a fine which is paid by the engineering company.
And the reason for that is every hour when there is a delay, the bank loses money. This requires good communication between the bank and the engineering company, or it results in loss of money for both parties. 6) What internal communication problems do businesses have? There are three main internal communication problems in businesses. Firstly, new world of high-tech can create barriers – senior managers hide behind their computers, staff use voice mail to screen calls, and employees sitting next to each other will send e-mails rather than speak.
Another problem is simply hitting the ‘reply all’ button, bombarding people with information. Information overload means people stop listening. And the last, but not the least problem is that employees develop common loyalties that are far stronger than the need to share information. 7) How can they overcome the problems? To solve these kinds of problems it is necessary to identify the sub-groups within an organisation and to make sure each group feels valued. It will encourage people to share information, because the key to communication is trust.