Business Communications Flashcards
(32 cards)
1
Q
Internal Communication
A
- takes place b/t people inside a company.
2
Q
External Communication
A
- takes place b/t a company & outside parties.
3
Q
Formal Communication Network
A
- ideas & info flow along the lines of command (the hierarchical levels) in the company’s organization structure.
4
Q
Downward Communication
A
- flows from executives to employees, conveying executive decisions & providing info that helps employees do their jobs.
5
Q
Upward Communication
A
- flows from employees to executives, providing insight into problems, trends, opportunities, grievances, & performance.
6
Q
Horizontal Communication
A
- flows b/t departments to help employees share info, coordinate tasks, & solve complex problems.
7
Q
Informal Communication Network
A
- “the grapevine” encompasses all communication that takes place outside the formal network.
8
Q
Conflict resolution: Proaction
A
- deal with minor conflict before it becomes major conflict.
9
Q
CR: Communication
A
- get those directly involved in a conflict to participate in resolving it.
10
Q
CR: Opennes
A
- get feelings out in the open before dealing with the main issues
11
Q
CR: Research
A
- Seek factual reason for a problem before seeking solutions.
12
Q
CR: Flexibility
A
- Don’t let anyone lock into a position before considering other solutions.
13
Q
CR: Fair Play
A
- insist on fair outcomes & don’t let anyone avoid a fair solution by hiding behind the rules.
14
Q
CR: Alliance
A
- get opponents to fight together against an “outside force” instead of against each other.
15
Q
Selective Listening
A
- One of the most common barriers to effective listening.
16
Q
Probability sample
A
- gives every member of the population a chance of being selected.
17
Q
Simple random sample
A
- equal opportunity
18
Q
Stratified Sample
A
- randomly selected subsamples of different groups are represented in the total sample.
19
Q
Cluster sample
A
- researchers select a sample of subgroups from which they draw respondents.
20
Q
Nonprobability Sample
A
- sample that involves personal judgement somewhere in the selection process.
21
Q
Convenience Sample
A
- nonprobability sample selected from among readily available respondents.
22
Q
External Customers
A
- People/organization that buy or use a firm’s goods or services.
23
Q
- Internal Customers
A
- employees or departments w/in the organizatioin whose success depends on the work of other employees or departments.
24
Q
Planning time involved in purchase
Convenience –>
Shopping –>
Specialty –>
A
- very little
- considerable
- extensive
25
Purchase Frequency
Convenience -->
Shopping -->
Specialty -->
- frequent
- less frequent
- infrequent
26
Importance of convenient location
Convenience -->
Shopping -->
Specialty -->
- critical
- important
- unimportant
27
Comparison of price & quality
Convenience -->
Shopping -->
Specialty -->
- very little
- considerable
- very little
28
Price
Convenience -->
Shopping -->
Specialty -->
- low
- relatively high
- high
29
Importance of seller's Image
Convenience -->
Shopping -->
Specialty -->
- unimportant
- very important
- important
30
Distribution Channel Length
Convenience -->
Shopping -->
Specialty -->
- long
- relatively short
- very short
31
Number of sales outlets
Convenience -->
Shopping -->
Specialty -->
- many
- few
- very few, often one per market area
32
Promotion
Convenience -->
Shopping -->
Specialty -->
- advertising & promo by producer
- personal selling & advertising by producer & retailer
- personal selling & advertising by producer & retailer
