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A LEVEL BUSINESS FLASHCARDS > Business communication > Flashcards

Business communication Flashcards

1
Q

Effective communication

A

the exchange of information between people or groups with feedback

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2
Q

Feedback

A

the response to a message by the receiver

  • without feedback the effectiveness of the communication cannot be judged
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3
Q

External effective communication

A

the processes responsible for communicating with people and entities outside your organisation

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4
Q

Internal effective communication

A

communication between different groups of people within the organisation

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5
Q

Why is effective communication important

A
  • staff motivation
  • the number and quality of ideas generated by the staff
  • speed of decision making
  • speed of response to market changes
  • reduces the risk of errors
  • effective coordination between departments
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6
Q

Communication media

A

the methods used to communicate a message

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7
Q

Oral communication

A

one-to-one conversations, interviews, appraisal sessions, group meetings or team briefings

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8
Q

Advantages of oral communication

A
  • allows for two-way communication and feedback - encourages staff motivation
  • instant communication and evidence of who attended the meeting
  • allows reinforcing the message with appropriate body language
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9
Q

Disadvantages of oral communication

A
  • no written record of what is said
  • not appropriate for complicated and technical matters
  • costly in terms of time
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10
Q

Written communication

A

any communication that involves writing in letters, memos, notices, boards, reports and diagrams for technical matters

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11
Q

Advantages of written communication

A
  • can be referred to more than once
  • should be an accurate record
  • allow for the transmission of detailed data
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12
Q

Disadvantages of written communication

A
  • eliminate supporting body language
  • do not follow for immediate feedback
  • no evidence of the message being received and understood
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13
Q

IT / web-based media

A

any form of communication that involves the Internet and email use, Intranets, video conferences and smartphones

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14
Q

Advantages of IT / web-based media

A
  • great speed
  • interactive
  • messages can be sent to many people
  • overcomes global boundaries
  • good image for external communication
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15
Q

Disadvantages of IT / web-based media

A
  • cannot always be received
  • expensive in hardware
  • security issues
  • risk of information overload
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16
Q

Information overload

A

so much information and so many messages received that the most important ones cannot be identified and quickly acted on, most likely to occur with electronic media

17
Q

Visual communication

A

the practice of using visual elements such as diagrams, pictures and charts to communicate information and ideas

18
Q

Advantages of visual communication

A

more interactive
creates greater interest
demands attention
often easier to remember

19
Q

Disadvantages of visual communication

A

needs close attention
sometimes too fast
not always clear
interpretation by receivers may vary

20
Q

Communication barriers

A

reasons why communication fails

21
Q

Failure in one of the stages of the communication process

A
  • medium chosen is inappropriate
  • receiver forgot part of a long message given to them
  • a misleading message may lead to poor understanding
  • too much information
  • channel of information is too long
22
Q

Poor attitudes of the sender or receiver

A
  • sender is not trusted
  • alienation of workforce
  • those on the communication channel may decide not to pass the message
  • poor opinion or perception of the receiver that no effort is made to ensure clarity of message
23
Q

Physical reasons

A
  • noisy factories are not good for communication
  • geographical distance may restrict effective communication
24
Q

Three broad reasons to communication barriers

A
  1. failure in the communication process
  2. poor attitudes of the sender or receiver
  3. physical reasons
25
Q

How to reduce communication barriers. (Name the six steps)

A
  1. message is clear and precise
  2. communication channel as short as possible
  3. channels of communication are clear to all involved
  4. build in feedback for the communication process
  5. establish trust between sender and receiver
  6. ensure physical conditions are appropriate
26
Q

Formal communication network

A

the official communication channels and routes used within an organisation

27
Q

The chain network

A

One person starts off the communication message and this is passed down to the next person in the lower level

28
Q

The vertical network

A

the owner has a number of subordinates and communicates with them directly but individually

29
Q

The wheel network

A

leader is in the centre of the wheel, two way communication between the leader and each part of the wheel

30
Q

The circle network

A

each person or department can only communicate with two others

31
Q

The integrated network

A

full two-way communication between any of the individuals or departments

32
Q

Which of the formal communication networks are centralised and decentralised

A

Centralised
- chain
- vertical
- wheel

Decentralised
- circle
- integrated

33
Q

One way communication or two way communication

A

1WAY
- do not allow the receiver to question the orders
- do not allow the receiver to ask for further explanation
- no assurance for the sender that the message is received and acted upon

2WAY
- staff motivation
- can be time consuming

34
Q

The effect of effective communication on motivation

A

motivation -> effective communication
- if staff is more motivated they are more likely to give feedback to messages and have more accurate communication with the manager

effective communication -> motivation
- if there is more effective communication, staff feels more involved and will receive constant feedback which increases motivation

35
Q

Vertical and horizontal communication

A

Vertical - when people of different levels of hierarchy communicate with each other
Horizontal - when people of the same level of hierarchy but different areas of responsibility communicate with each other

36
Q

Informal communication

A

unofficial channels of communication that exist between informal groups of an organisation

37
Q

FOR and AGAINST informal communication

A

FOR
- creates sense of belonging and social cohesion
- managers can use this to test out new ideas for the business
- clarifying official messages with friends

AGAINST
- wastes valuable working time
- spreads gossip and rumours which leads to feeling insecure
- informal groups may band together and resist the formal management

A LEVEL BUSINESS FLASHCARDS (7 decks)

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