chapter 9

Question 1

in order to have effective communication the message must be:

Answer 1

1.received
2.understood
3.acted upon

Question 2

what is one way communication

Answer 2

a message which does not require a response

Question 3

what is two way communication

Answer 3

when the receiver gives a response to the message and there is a discussion about it

Question 4

advantages of two way communication

Answer 4

1.clear understanding of the message sent, if message not understood communication is ineffective
2.receiver feels more a part of this process->motivates the receiver

Question 5

what is internal communication

Answer 5

communication between members of the same organization, improves efficiency

Question 6

what is external communication

Answer 6

communication between the organization and other organizations

Question 7

why is external communication important

Answer 7

it affects the image and efficiency of the business

Question 8

what is formal communication

Answer 8

when messages are sent through established channels using professional language

Question 9

what is informal communication

Answer 9

when message is sent and received casually with the use of everyday language

Question 10

disadvantages of informal communication

Answer 10

can spread rumors or gossip

Question 11

define grapevines

Answer 11

informal or unrecognized meetings

Question 12

define downward communication

Answer 12

when messages are sent from managers to subordinate

Question 13

define upward communication

Answer 13

when a message or feedback is passed from subordinate to manager

Question 14

define horizontal/lateral communication

Answer 14

when people at the same level of an organization communicate with each other

Question 15

verbal communication methods

Answer 15

1.meetings
2.phone calls
3.voice message
4.voice conference
5.briefings

Question 16

advantages of verbal communication

Answer 16

1.immediate feedback
2.quick
3.body lang/voice

Question 17

disadvantages of verbal communication

Answer 17

1.no permanent record
2.time consuming
3.costly

Question 18

written communication methods

Answer 18

1.email
2.text
3.notice board
4.report
5.letter

Question 19

advantages of written communication

Answer 19

1.quick and cheap->could be copied and sent to many
2.permanent record

Question 20

disadvantages of written communication

Answer 20

1.no immediate feedback
2.information overload
3.no body language

Question 21

visual communication methods

Answer 21

1.videos
2.pictures
3.diagrams
4.graphs

Question 22

advantages of visual communication

Answer 22

1.eye catching

Question 23

disadvantages of visual communication

Answer 23

1.difficult for people to interpret

Question 24

factors to consider when choosing communication method

Answer 24

1.cost
2.speed
3.message details
4.leadership style

Question 25

problems with the sender and how to overcome it

Answer 25

1.language is foreign or jargon-make sure message is understandable
2.talk too fast or slow-make sure message is clear
3.wrong message-make sure right person is receiving the right message

Question 26

problems with the message and how to overcome it

Answer 26

1.message lost-insist on feedback
2.wrong choice of communication method-sender must select the correct method
3.breakdown of the method-consider another method

Question 27

problems with the receiver and how to overcome it

Answer 27

1.doesn’t trust sender-there should be trust between the sender and receiver
2.not paying attention-importance of message should be emphasized

Question 28

problems with the feedback and how to overcome it

Answer 28

slow-use direct communication