BUSINESS TEST UNIT 2 Flashcards
What is communcication?
● Communication is, in essence, the process of sending and receiving
information.
What is a sender and reciever?
The sender is an applicant for a job. The message being sent is a job application form.
The receiver is the personal manager. The feedback is a letter inviting the applicant for a job interview.
How does communication take place?
Inside a business, messages can be passed vertically (upwards /
downwards) and horizontally (from side to side).
● These routes are called communication channels.
what is downward communication?
Downward communication usually
involves managers giving information or
instructions to their subordinates.
● It is important because:
○ Subordinates look to their managers for leadership
and guidance.
○ It allows decision made by management to be
carried out by employees.
○ It allows managers to command, control and
organise.
What is upward communication?
Upward communication often involves
giving feedback to managers. However, it
might also involve requests by workers.
● It is important because:
○ Helps managers to understand the needs and views
of their subordinates
○ May make managers aware of problems
○ Helps staff to feel they are valued
○ Provides managers with information to help make
decisions
What is horizontal communication?
Horizontal communication occurs when workers on the same level in
the organization exchange information.
● It is common within a department. For example, operatives are likely to
discuss their work with each other.
What is internal communication?
Internal communication takes place inside a business an example would be a manager giving a warning to a subordinate.
What is external communication?
External communication occurs when businesses exchange information
with people and organisations outside the business.
Examples include:
● A press release given by the company CEO to a news channel
● An article posted by the company to the public in the company website
● A company’s Instagram account (directed to the public)
What is formal and informal communication?
Formal communication takes place when people used recognised channels
when communicating.
Informal communication is through non-approved channels.
What are formal and informal groups?
Formal groups are those set up by the business.
○ Example: Marketing Department, Legal Department
● Informal groups are groups not officially established by the business.
○ Example: Employees who meet outside work for coffee, groups of workers that train
together during the afternoon, close friends who work in different departments
What is formal and informal communication?
When formal communication channels and informal communication
channels give different messages, problems can arise.
What are some methods of communication?
● Face-to-face
● Written
● Electronic
What are some barriers to communication?
Communication is only effective if the receiver understand the message
sent. Things that get in the way of good communication are called
communication barriers. Some examples are:
○ Lack of clarity
○ Technological breakdown
○ Poor communication skills
○ Jargon
○ Distractions
○ Business culture
○ Long chain of command
○ Using the wrong medium
○ Different countries, languages and cultures
What is Jargon?
Some people use jargon when communicating, or vocabulary that is used
and understood by people in a specific group - but might be meaningless
outside that group.
● Example: An employee using extremely technical words when asked for
help by a customer…
What are the potential problems with a long chain of command?
If there are too many levels of management, the chain of command will
be longer. This means messages might take longer to pass through the
chain and may become unclear or inaccurate on the way.
What problems could arise from using the wrong medium?
Senders must choose the most appropriate and cost-effective methods
to communicate.
What are some problems with using ineffective communication?
Problems of ineffective communication in business
● Ineffective communication in business can result in expensive problems.
○ Higher staff turnover
○ More staff absences
○ Poor customer service
○ More work-related injuries
○ Difficulties making changes
○ Higher legal costs
○ Lower profits
What are some dangers of ineffective external communication?
Can damage relationships with customers
○ With customers, poor communication may result in misunderstandings,
misinformation and poor-quality customer service.
○ If communication problems cannot be solved, customers may find alternative
shops or suppliers, which will result in lost revenues and lower profits.
● Can damage relationships with suppliers
○ Production might be affected
What are some dangers of ineffective internal communication?
● Ineffective internal communication results in low motivation, disengaged
workers, conflict, mistakes and injuries.
How can barriers to communication be removed?
Barriers to communication may be removed, or reduced, by:
○ Recruitment
○ Training
○ Written communication
○ Technology
○ Chain of command
○ Social events
○ Culture change
What are some types of employment?
When a business takes on workers it can choose between different types
of employment:
○ Full-time employment
○ Part-time employment
○ Job Share
○ Other types of employment:
■ Casual employment
■ Seasonal employment
■ Temporary employment
What are the schedules of some types of employment?
Full time
○ Employee is expected to work the full
working week (usually Mon - Fri)
○ Usually, workers have certain
additional benefits like health
insurance, overtime pay, etc.
● Part time
○ Employees work less than full-time
colleagues, previously arranged with
business (ex. 30 hours a week)
○ Gives business and employee
flexibility
● Job sharing
○ Minority of businesses provide this
employment scheme
○ Two part time workers share the work
and pay of a single full-time post.bb
What are some types of employment in more depth?
Casual employment
○ No work guarantee from employer
○ Hours of work are variable and
uncertain
○ Work can be asked for on short notice
● Seasonal employment
○ Regular and full time job for a limited
period of time (or season)
○ Usually full time, provides businesses
with flexibility since seasonal
employers are laid off when the
season ends.
● Temporary employment
○ Regular and full time job for a limited
period of time
○ Examples are covering for a maternity
leave or long-term sickness
What is recruitment?
In a large business, the HR department is responsible for employing staff.
A business may need new staff because:
○ the business is expanding and more labour is needed
○ an employee is leaving and needs to be replaced
○ vacant positions due to promotions
○ people are required for a temporary period to cover staff absence - due to a maternity
leave, for example
What is internal recruitment?
Internal recruitment is the hiring of someone who already works for the company. A business might do this by advertising the post internally or appointing someone who is thought to be suitable. one major advantage Is that it is obviously cheaper.
what is external recruitment?
external recruitment is recruiting someone from outside the business.
What are job advertisements?
Important pieces of information that are likely to be included in a job advert
are:
● Job title
● Name, address, email and telephone number of employer
● Brief details of the job description
● Skills, qualifications and work experience required for the job
● Salary and other benefits
● Method of application
A business has to choose which media to use when placing the advert.
● The choice will depend on the area the business plans to target and the
type of worker needed.
What is shortlisting?
● Selecting a small group of candidates suitable for interviewing - this is
called shortlisting.
● It involves sorting through all the application forms or CVs and choosing
those applicants that best match the person specification.
● This can be a time consuming task - application forms can make this job a
bit easier/faster.
What are the legal controls over employment?
● Governments often pass legislation to protect people at work.
● Without such protection, some businesses might exploit their workers, in
ways such as:
○ Low wages, working long hours, denial of employment rights, exposure to danger,
discrimination against certain groups, etc.
What are equal opportunities in business?
Businesses have to make a choice when recruiting staff or selecting
employees for promotion or training.
● If a business chooses a person because they are more skilled or better
qualified than another, this would be legal.
● However, choosing one person rather than another based on
characteristics is known as discrimination. It is illegal (in most countries)
to discriminate on the grounds of gender, race, disability, sexual
preference, religion or age.
