7 communications

Question 1

communication

Answer 1

involves transferring information from one person to another
involves sending messages through a medium to a target group
then receiving some feedback from the recipient that the message has been understood and acted on

Question 2

types of communication

Answer 2

verbal
written
electronic
visual

Question 3

channels of communication

Answer 3

downward manager to supervisor
upward sales reps to sales manager
horizontal same level production manager to finance manager

Question 4

internal

Answer 4

between people within the same business
staff to staff
nanager to manager

Question 5

external

Answer 5

between people outside the business eg banks suppliers customers

Question 6

EDI

Answer 6

external electronic
set up by companies who have frequent transactions between them. Their sustems are compatible so communications between them are instant e.g automatic re ordering

Question 7

principles of effective communication

Answer 7

right duration
no overload
not too short

accurate message
clear and structured
into
plan of action
expected outcomes

appropriate language
appropriate terms to ensure message is understood
explain any terminology
if it’s not used employees wont onow what to do make mistakes and waste time
advertising campaign can motivate customers to buy

visual aids
charts graphs etc

confidentiality
ensure sensitive info is secure
fafe to face meetings
password protected

feedback
allow and encourage
vote on decisions

timing
instant interaction for urgency
face to face very quick
letter slow

record
easily retrievable messages containing data and details

Question 8

principles of effwctive communication summaries

Answer 8

right duration

accurate messahe

appropriate language

visual aids

confidentiality

feedback

timing

recording

Question 9

benefits of effective communication

Answer 9

better decisions
better morale
productivity
harmonious industrial relations
motivated workforce
increased sales
low staff turnover

Question 10

barriers to communication shortened

Answer 10

noise

lack of clarity

lack of accuracy

language

timing

wrong medium

information overload

technology

distrust

prejudice

listening skills

Question 11

written adv

Answer 11

permanent record
proof
re read it
become very fast

Question 12

written dis

Answer 12

slower than oral

info overload

Question 13

visual adv

Answer 13

statistics
easy to understand
easy to remember

Question 14

visual dis

Answer 14

not good on its own

Question 15

verbal adv

Answer 15

emotion can be shown quock
problems can be explained
personal agreement can be reached

Question 16

verbal dis

Answer 16

no record
receiver may not listen
message may come across wrong

Question 17

bar chars

Answer 17

good for comparing relative size

Question 18

pie chatys

Answer 18

good for ahowing fractions and percentages

Question 19

line graohs

Answer 19

how the value changes over time

Question 20

letters used for

Answer 20

making enquiries
requesting payment
disciplining employees

Question 21

letter layout

Answer 21

address of sender
address of receiver
date
reference 
1 line intro
body of letter
conclusion and recommendations
yours sincerely
signature name in print and position and title

Question 22

report

Answer 22

written
set out findings of an investigation into a certain issue
give info on a certaun topic
come up with solutions
investigate an incident
investigate the impact of decisions

Question 23

rules of report writing

Answer 23

accurate
vrief
clear
simple
effective
logical sequence

Question 24

report layout

Answer 24

1 title
2 terms of reference
3 findings
4 conclusion and recommendations 
5 signature

Question 25

memo

Answer 25

``` used for internal communications written brief note may be typed or written used for info, reminding of events, instructions, one topic ```

Question 26

memo layout

Answer 26

``` to from date re note signed ```

Question 27

meeting

Answer 27

gathering of people to exchange ideas more suggestions allows collective decision making

Question 28

ad hoc meetings

Answer 28

``` once off help discuss solve immediate problem that has arisen short notice fall in sales ```

Question 29

agm

Answer 29

``` once a year involving directors and shareholders discuss events of the previous 12 months declare the dividend for the year elect a BOD discuss future ```

Question 30

egm

Answer 30

``` extraordinary general meeting meeting of shareholders and directors discuss important matters that cannot wait until next agm only 1 item discussed eg fire at production plant ```

Question 31

staturtory meetings

Answer 31

``` 1st meeting of a company only held once share certs given BOD elected constitution is explained shareholders receive info ```

Question 32

board meeting

Answer 32

``` BOD once a month progress and performance discusses strategic and tactical plans formed problems solved ```

Question 33

advantages of meetings summaries

Answer 33

saves time solve problems meetings are creative forums make better decisions when sensitive or confidential issues allow feedback written record through minutes

Question 34

elements of a meeting

Answer 34

``` notice agenda minutes well planned chairperson secretary quorum ```

Question 35

notice

Answer 35

written sent by secretary date time where

Question 36

agenda

Answer 36

``` written sent by secretary programme for the meeting list of matters to be discussed order in which to be discussed 1st item- mins of last meeting ladt- AOB ```

Question 37

minutes

Answer 37

``` written by secretary brief and accurate record details of proposals desicuons made ```

Question 38

quorum of a meetinf

Answer 38

minimum number needed for a meeting to happen each company will pick their quorum stops a few people from making decisions ensures topics are discussed

Question 39

chairpersin

Answer 39

``` checks that there’s a quorum follows the agenda manages the meeting, allows everybody to participate and establishes order uses a casting vote if needed signs off the minutes ```

Question 40

secretary

Answer 40

``` reads and replies to all correspondence sends out notice and agenda of meetings to members keeps files and records organises venue and facilities takes the minutes ```

Question 41

characteristics of a good secretary

Answer 41

good organiser legivle wtiting decisive summarise main points

Question 42

choosing a method of communication

Answer 42

``` cost urgency confidentialitu nature of the messahe legal requirements record distance recipient ```