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Communication
DefineCommunication(2000Q.4(a))
Communicationistheexchangeofinformationbetweenpeople.Thereisasenderandreceiverinvolvedanditisimportantthatthecorrectmedium(method)andchannel(person)isusedtosendthemessage.(elements)Forcommunicationtobeeffectivethemessagemustbeclearandunderstoodandtherecipientmustbeabletorespond.?????
TypesofCommunicationInternalcommunicationmaybedownward:bossgivinginstructions,upward:complaintsorsuggestionsbycustomersoremployees,lateral(horizontal):managersofdifferentdepartmentstalking,andfeedback:managementlookingfortheopinionsofstafforcustomers.?Externalcommunicationisneededtodealwithallotherstakeholders.
Whyiscommunicationimportant?(2007Q.4(b),2000Q.4(a))
Managementspendabout75%oftheirtimecommunicating.Poorcommunicationisamajorsourceofconflict.Goodcommunicatorsmakegoodmanagers.
TypesofCommunicationDownwardcommunicationisimportantinordertogiveclearinstructionstoemployeessothattheobjectivesofthebusinessaremetwiththehighestqualityandminimumcost.Upwardcommunicationisimportantsothatemployeesfeelthatthereisatwowaysystemandthattheirconcernsandsuggestionsarelistenedto.Asaresultworkermoraleandindustrialrelationswillbegood.
TypesofCommunicationLateral/horizontalcommunicationisimportanttomaintainbetweenpeopleofthesamelevelofauthority(eg.managers,supervisors)intheorganisationtoensurecoordiantionofplans.
TypesofCommunicationFeedbackiswhenmanageractuallyaskssubordinatesorcustomersfortheiropinionItisimportantinorderensurethatallpeopleintheorganisationhavetheopportunitytoinfluencethedecisionmakingprocess,whichinturnwillimprovemoraleandreduceconflict.Itbringspeopleclosertogetherandisconsistentwithademocraticstyleleadership.
Externalcommunicationisneededtoorderf
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