Communication is the passing of information from one person or group to another. In business it must be clear, accurate and reach the right people at the right time.
Why this matters Good communication means instructions are understood, mistakes are avoided and staff feel informed. Poor communication causes errors, wasted time, frustration and unhappy customers.
Internal and external communication
- Internal communication is between people inside the business, such as a manager emailing a team.
- External communication is with people outside, such as customers or suppliers.
One-way and two-way communication
One-way communication flows in a single direction with no reply expected, such as a notice on a board. Two-way communication allows the receiver to respond, such as a conversation or a reply to an email. Two-way communication lets the sender check the message was understood, so feedback is possible.
Methods of communication
Businesses choose a method to suit the message:
- Verbal – face-to-face talks, meetings or phone calls; quick and allows questions.
- Written – emails, letters or reports; provides a record but is slower.
- Visual – charts, posters or diagrams; good for showing data clearly.
Barriers to communication
A barrier is anything that stops a message getting through clearly. Common barriers include:
- Language that is too technical or unclear.
- Too much information, so the key point is lost.
- Faulty equipment, noise or a poor connection.
- Choosing the wrong method for the message.
| Barrier | Effect |
|---|---|
| Unclear language | Message misunderstood |
| No feedback | Errors go unnoticed |
Barriers waste time and cause mistakes, so businesses try to keep messages clear and encourage feedback.
Common exam mistake: calling something "two-way communication" just because a reply is technically possible. A staff noticeboard or a company newsletter is still one-way communication if no reply is invited or expected — classification depends on whether feedback is actually built into the situation.
Exam technique: for "recommend a method of communication" questions, weigh speed, cost, whether a written record is needed, and how complex the message is — then match those factors to the scenario rather than simply stating written is "more formal."