3: Communication

Question 1

What does good communication involve

Answer 1

Sender - Person giving message
Receiver - Person receiving message
Message - information being sent can be written or spoken
Channel - Method message is given
Feedback -used by receiver and sender to show how they understood message
Interference - barriers or things that can stop message being understood

Question 2

What is a channel of communication

Answer 2

How information is passed along
Two main types of formal communication

Question 3

What are the two channel of communication

Answer 3

Vertical communication
Horizontal Communication

Question 4

What is vertical communication

Answer 4

Communication up and down the hierarchy of the business

Question 5

What is horizontal communication

Answer 5

Occurs when workers at the same level communicate formally with each other

Question 6

What are factors that decide which channel of communication you use

Answer 6

Length of message
Receiver availability
Location
Access to technology
Cost

Question 7

In order for effective communication to take place what must the message be

Answer 7

Accurate
Up-to-date
Relevant
Presented in a form that the receiver understands
Delivered in most appropriate way
Be one time
Precise and as short as possible

Question 8

Why is effective communications important?

Answer 8

Corporate image
Workers are better informed
Staff understand role and responsibilities better
Staff motivation improves
Greater productivity and quality
important when dealing with different cultures and languages (global world)

Question 9

Barriers to effective communication

Answer 9

Jargon
Noise
Delays
Too many people
Wrong channel
Inefficient use of equipment
Poor technology
Timing
Poor feedback
Language
Cultural difference
Physical disabilities

Question 10

What are the consequences of poorcommunication

Answer 10

Low efficiency
Low morale
Decreased innovation
Decreased productivity
Mistakes
Loss of profits and business
Loss of staff
Poorer quality

Question 11

What is a business document

Answer 11

Businesses use documents to communicate, conduct transactions, and assess productivity.
Documents serve as proof of business activities and may be referenced for years.
Clear and well-written documents are essential.
Business documents vary in complexity—from simple emails to detailed legal agreements.
Documents may be created by internal staff or external professionals like accountants and lawyers.

Question 12

What is a report?

Answer 12

Business document with detailed written information on a business activity etc. It is formal in nature and format is structured

Question 13

What is a letter?

Answer 13

Business letter is used to communicate formally with customers / employees / suppliers etc. Usually word processed on letter headed paper

Question 14

What is an agenda?

Answer 14

Agenda is sent to those attending a formal meeting before the meeting starts. It contains a list of topics to be discussed at the meeting. The meeting then follows this structure when it takes place.

Question 15

What will an agenda detail?

Answer 15

Date of meeting
Time of meeting
Location of meeting
Attendees
Minutes of last meeting
Matters arising
topics listed for this meeting
AOB
Date of next meeting

Question 16

What are minutes

Answer 16

word processed record of discussions, decisions and actions taken in a meeting. Formal in nature and keep as a record of what has happened for future reference

Question 17

What can minutes include?

Answer 17

Date
Apologies
Previous attendee’s minutes passed or amended
What discussions took place
Decisions made
Actions which need to take place
Date / Time / location of next meeting

Question 18

What are the ways businesses can communicate digitally

Answer 18

Social Media
Websites
Intranet
Video conferencing
Voice Over Internet Protocol (VOIP)
Email

Question 19

What is social media

Answer 19

Websites and applications that enable users to create and share content or to participate in social networking

Question 20

What are some examples of social media

Answer 20

Facebook
Twitter
LinkedIn

Question 21

Advantages of social medias impact on communication within the business

Answer 21

Connecting with customers
Speed
Advertising
Time
Contact

Question 22

Disadvantages of social medias impact on communication within the business

Answer 22

Information Overload
Competition
Negative Comments
loss Privacy

Question 23

What is a website

Answer 23

connected group of web pages with a common domain name usually maintained by one person or organisation

Question 24

Advantages of websites on impacting communication within the business

Answer 24

Can sell and advertise product, 24/7
Communicate with wider audience
No need to communicate face-to-face, (no need for physical locations)
More information about business can be communicated to customer
Commination can be instant if required
Communication can be via videos / demonstrations
Costs – instruction manuals downloadable rather than having to print
etc

Question 25

Disadvantages of websites on impacting communication within the business

Answer 25

Cost to build, maintain, security website Website Optimisation - business can get lost invest amounts of websites available unless use money to promote it Cost of staff /warehouse to run an online business

Question 26

Whats an intranet

Answer 26

Private network of an organization internet technology (private internet)

Question 27

Advantages of the impact intranet had on communication within the business

Answer 27

easy, fast and economical way of communication Reduces travel costs for employees Permits easier employee communications Instant information - once info is stored by one employee its available to all employees with access

Question 28

Disadvantages of the impact intranet had on communication within the business

Answer 28

Intranet exposes corporate information to the risk of loss of privacy and even unauthorised access Due to easy sharing of information the amount of emails may increase and pile up quickly, putting pressure on staff Less interaction between staff leading to isolation of staff within business

Question 29

What is video conferencing

Answer 29

System by which many computer users can communicate with each other all at the same time using webcams over the internet

Question 30

Advantages of the impact video conferencing had on communication within the business

Answer 30

Reduce Costs - No need for expensive travel Reduced carbon footprint Save time - no time wasted in travel Can link to anyone in the whole business at any time

Question 31

Disadvantages of the impact video conferencing had on communication within the business

Answer 31

Cost of equipment - high initial cost of equipment required Reliant on internet speed - connectivity speed may cause break ups in sentences Less personal - no face-to-face communication in one place

Question 32

What is a Voice Over Internet Protocol

Answer 32

protocol for transmitting the human voice in digital form over the internet or other networks as an audiostream instead of using traditional telephone lines

Question 33

What are some examples of Voice Over Internet Protocol

Answer 33

Facetime Skype WhatsApp

Question 34

Advantages of the impact Voice Over Internet Protocol had on communication within the business

Answer 34

Cost -cheaper than normal phone call especially long distance calls Easy to send documents Low initial investment Flexible No geographical constraints

Question 35

Disadvantages of the impact Voice Over Internet Protocol had on communication within the business

Answer 35

Needs good broadband connection VoIP calls over computers or mobile devices may suffer from performance issues in case of poor hardware

Question 36

What is an email

Answer 36

System for sending and receiving messages electronically over a computer network

Question 37

Advantages of the impact emails had on communication with the business

Answer 37

Convenient Can send 24/7 Saves time cost Better for environment Permanent copy

Question 38

Disadvantages of the impact emails had on communication with the business

Answer 38

Time consuming Information overload Spam Viruses Expectations

Question 39

Advantages of overall impact digital technology has on business communication

Answer 39

Enhanced quality / professional appearance Enhanced circulation / keeping everyone up-to-date Better decision making due to more up-to-date material Faster production Better use of resources / material can be altered and edited Coh easier and less costly via digital technology Business instantly reachable via apps, social media, websites etc Businesses can communicate globally in an instant via VoIP etc

Question 40

Disadvantages of overall impact digital technology has on business communication

Answer 40

Health and safety /ICT users may suffer from eye strain, backache etc Capital costs – business have to spend a lot of money to install the new technology Training costs – employees need to be trained or retrained Information overload – which can result in customers / employees switching off Reliance on technology – if the technology breaks down or you can’t connect to Wi-Fi the technology will not work Hacking – the possibility of customer and employee’s personal data / bank details being stolen