Page 135 - Cambridge IGCSE Business Studies

9: Internal and external communication

■ The sender must use the most appropriate medium for the message; for example, it
would not be appropriate to send a long and complex instruction by text message.
■ Physical barriers, such as noise, should be removed. If two people are having a
conversation in a noisy environment, then they should move to somewhere quieter
if the source of the noise cannot be turned off .
■ Management must build a culture of trust and respect between all employees.

ACTIVITY 9.8

Abdul owns a small design business. He has three problems he needs to deal with
■ One of his workers, Indira, has been late again for work. Abdul has already spoken to Indira about this problem.
■ A customer has complained to Abdul about the poor service she received from Abdul’s web designer.
■ Abdul orders goods from suppliers using written communication methods.
1 What is meant by the term ‘written communication’?
2 Identify two communication methods Abdul could use when dealing with the customer complaint.
3 Identify and explain two methods Abdul could use when dealing with Indira’s timekeeping problem.

4 Identify and explain how any two barriers to communication might affect the success of Abdul’s business.
5 Identify and explain the importance to Abdul’s business of eff ective communication.

TEST YOURSELF
1 State the three main barriers to eff ective communication.
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2 Identify one way of removing or reducing each of the barriers you identified in
question 1.