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Business > Ch 7. Management Skill of Communication > Flashcards

Ch 7. Management Skill of Communication Flashcards

1
Q

Communications

A

The transfer of information between people

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2
Q

Formal communication

A

Pass through the approved channels of communication, e.g. Memos, meetings

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3
Q

Informal communiacation

A

Communications that exist within every organisation and industry

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4
Q

Skills needed to communicate effectively (7)

A
  • Speech
  • Listening
  • Give and receive feedback
  • Write clearly
  • Read and understand
  • Select the best medium
  • Use IT
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5
Q

Why is communication important in business

A

All stakeholders can be affected by the quality of communications flowing internally and externally about the business

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6
Q

Communication between internal stakeholders (3)

A
  • Employees and managers
  • Managers
  • Investors
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7
Q

Communication with external stakeholders (4)

A
  • Customers
  • Suppliers
  • Government
  • Society
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8
Q

Communications medium

A

The method used to send a message or data

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9
Q

External communications

A

Used to communicate with people outside the business, e.g. Customers, Suppliers, Investors

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10
Q

Internal communications

A

Used to communicate between staff in the same business

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11
Q

Communication channels

A

Routes in an organisation through which information flows between people
They can be upward, downward, horizontal, formal or informal

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12
Q

Upward communication

A

Staff reporting up the chain of command to their supervisors and managers

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13
Q

Downward communication

A

Messages sent down the chain of command from managers to their subordinates

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14
Q

Horizontal communication

A

Travel between people of the same rank and authority in the chain of command

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15
Q

Business meetings

A

Occur when two or more people get together to communicate with each other

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16
Q

Business meetings are held to.. (3)

A
  • Provide information and pass on instructions to staff
  • Discuss an issue and share ideas
  • Make a decision
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17
Q

Main types of meetings (4)

A
  • Formal meetings
  • AGM’s
  • EGM’s
  • Ad hoc meetings
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18
Q

Formal meetings

A
  • Highly structured because they are planned and run according to agreed procedures
  • Usually involve a chairperson and a secretary who takes the minutes of the meeting
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19
Q

AGM’s

A
  • Annual General Meeting

- Meetings open to all shareholders of a company

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20
Q

EGM’s

A
  • Extraordinary General Meetings

- Called to discuss a very important or emergency matter that cannot wait until the next AGM

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21
Q

Ad hoc meetings

A

Take place at short notice to deal with a problem or issue that has arisen

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22
Q

Elements of a formal meeting (6)

A
  • Chairperson
  • Secretary
  • Agenda
  • Notice
  • Quorum
  • Minutes
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23
Q

A chairperson

A

Responsible for the correct running of a meeting

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24
Q

Duties of a chairperson (7)

A
  • Set an agenda
  • Open the meeting
  • Follow the agenda
  • Enforce standing orders
  • Facilitate contributions
  • Keep order
  • Call for votes
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25
A secretary
Responsible for notifying participants in advance about the meeting During the meeting, the secretary takes notes of the decisions made during the meeting
26
Minutes
A written record of what was discussed and decided at a meeting
27
Duties of a secretary (3)
- Before the meeting - Sends a notice and copy of agenda - Arranges venue - During the meeting - Reads out previous minutes - Takes notes - After the meeting - Writes up the minutes - Arranges the next meeting
28
Documents for meetings (3)
- Notice - Agenda - Minutes
29
An agenda
A summary list of all the items to be dealt with at the meeting
30
Advantages of meetings (4)
- Clear understanding - Positive relationships - Issues dealt with quickly - Easy feedback
31
Disadvantages of meetings (4)
- Time costly - Forgotten details from lack of record - Complex information difficult to transmit - Misunderstanding
32
Memo
- Memorandum - Short written notes about one particular issue - Brief
33
Press releases
Written communications sent to journalists by organisations or individuals wanting to get publicity for an announcement or to respond to negative publicity
34
A reort
Written document about a specific topic or issue presenting information, evaluation and recommendations to the specific person or group who requested it
35
Reports are used for...(4)
- Investigating an incident and explaining what happened - To solve a problem - To identify possible courses of action and their implications - To monitor progress
36
Qualities of a good report (3)
- Gathers relevant information - Provides good analysis - Assists management decision-making
37
Advantages of reports (4)
- Gathers relevant information - Provides detailed research - Assists management decision making - Leaves managers more time when compiled by outside experts
38
Disadvantages of reports (3)
- Too long - Used to postpone dealing with issues - Ignored
39
Types of visual communications (8)
- Pie charts - Pictograms - Line graphs - Bar charts - Gantt charts - Organisational charts - Break-even charts - Graphic design
40
Benefits of visual communication (3)
- Improves presentation - Simplifies information - Speeds up the understanding
41
Pie charts
Compare different categories in segments
42
Pictograms
Diagrams that use small pictures to represent different quantities of people or objects
43
Line graphs
Use a line to show the change in figures over a period of time
44
Bar charts
Used to compare large numbers of different categories
45
Gantt charts
Illustrates the amount of time taken to complete work compared to the amount of time originally planned
46
Organisational charts
Show who does what and how different people in the organisation are connected
47
Break-even charts
Show what levels of sales must be achieved before a product will break even and begin to make a profit
48
Graphic Design
Using computer software to make it easier for businesses to communicate
49
Effective communications involve.. (4)
- Sender - Message - Medium used - Receiver
50
Sender must be ...
Timely: choose the right time
51
Messages must be... (3)
- Accurate - Brief - Clear
52
Medium used must be... (5)
- Appropriate - Fast - Low cost - Provide a record - Satisfy legal requirements
53
Receiver should give..
Feedback
54
ICT
- Information and communication technology | - The use of computers, telecommunication and electronics to gather, store, process and distribute info
55
The internet
An international network of computers connected through the telephone network
56
Intranets
- Internal Computer Networks | - Networks of computers within a business
57
EDI
- Electronic Data Interchange - Automated stock ordering system that allows orders to be placed automatically from a computer in one business to another using the Internet
58
Video conferencing
Type of meeting where participants can see and hear each other through the use of video cameras, telephone links and monitors
59
Benefits of ICT to business (6)
- Faster communications - Advertising - Stakeholder relations are enhanced - Reduced marketing costs (online purchasing) - Reduced staff travel costs - Staff motivation (teleworking)
60
Risks of ICT to business (4)
- Information security (vulnerability) - E-crime (credit card fraud) - Business disruption risks (faults) - Expensive
61
Data Protection Acts 1988 & 2003
Require that any organisation storing info on other people on computer or in manual files must ensure that the info is accurate and kept up-to-date
62
A data subject
Anyone who has info held about them on someone else's computer
63
Data controllers
People or organisations who keep info about other people on their computers
64
Rights of data subjects (4)
- To access files - To correct errors - To compensation for inaccurate info causing harm - Not to be subject to automated decision making
65
Responsibilities of data controllers (6)
- Obtain info fairly - Info used for specific purpose given - Info stored securely - To give access to subjects - Keep info accurate
66
Data Protection Commissioner
Responsible for ensuring that the Data Protection Acts 1988 & 2003 are obeyed
67
Responsibilities of the Data Protection Commissioner (4)
- Prove info on Acts - Maintain register of organisations that hold info - Help businesses to develop codes of practise - Investigates complaints

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