Chapter 9 Flashcards
(20 cards)
What is communication in business?
Communication is the transfer of a message from the sender to the receiver, who understands the message.
What is effective communication?
Effective communication occurs when the message is sent, received, understood, and acted upon correctly.
Define internal communication with an example.
Internal communication is the transfer of messages within the same organisation.
📌 Example: A manager informs a worker of their shift time via email.
Define external communication with an example.
External communication is the transfer of messages between a business and people outside the organisation, such as customers or suppliers.
📌 Example: A business emails a supplier to order new materials.
List 4 advantages of internal communication with examples.
✅ Faster communication:
📌 A manager tells staff in a morning meeting to restock items.
✅ Teamwork encouraged:
📌 Marketing and sales teams email ideas for a campaign.
✅ Immediate feedback possible:
📌 A supervisor gives verbal instructions; workers ask questions instantly.
✅ Motivates employees:
📌 A team leader sends a message praising staff after a successful project.
List 4 disadvantages of internal communication with examples.
❌ Miscommunication:
📌 A worker misreads an email and packs the wrong order.
❌ Not everyone informed:
📌 Only supervisors are told about shift changes.
❌ Overload of messages:
📌 Too many emails lead to missing important info.
❌ Informal = misunderstanding:
📌 Verbal message passed between staff is misunderstood.
List 4 advantages of external communication with examples.
✅ Builds customer/supplier relationships:
📌 Newsletters sent to loyal customers.
✅ Effective advertising:
📌 Instagram posts promote new bakery items.
✅ Stay connected to authorities:
📌 Tax reports emailed to government.
✅ Supports smooth operations:
📌 Phone call confirms supplier delivery.
List 4 disadvantages of external communication with examples.
❌ Slow if non-digital:
📌 Letters take days to reach the supplier.
❌ Message misinterpreted:
📌 Customer misunderstands advert and complains.
❌ Tech issues:
📌 Email with invoice fails to send.
❌ Time-consuming for formal reports:
📌 Writing a tax report takes time and must be precise.
Why must external communication be effective? Include examples.
🎯 Impacts image:
📌 Bad emails = unprofessional business.
🛠️ Delays production:
📌 Wrong supplier info = wrong materials.
💸 Loss of customers:
📌 Confusing info = customer buys elsewhere.
⚖️ Legal/financial duties:
📌 Reports must be accurate for tax.
What are the 4 features of the communication process?
Sender (Transmitter): Creates the message.
📌 A manager decides to announce a meeting.
Medium: The method used.
📌 Email or noticeboard.
Receiver: Gets the message.
📌 The employees.
Feedback: Confirms understanding.
📌 An employee replies, confirming attendance.
Give an example of the full communication process.
A supervisor (sender) sends a WhatsApp message (medium) to a driver (receiver) about a location change. The driver replies: “Got it!” (feedback).
✅ Effective communication – the task will be completed correctly.
What are the pros and cons of verbal communication?
✅ Fast & interactive
📌 Meeting or phone call allows questions.
✅ Body language adds meaning
📌 Face-to-face discussion.
❌ No permanent record
📌 Verbal warnings may be forgotten.
❌ Message may be missed
📌 People don’t listen carefully in large meetings.
What are the pros and cons of written communication?
✅ Permanent record
📌 Contract or letter is proof.
✅ Can be detailed
📌 Email with diagrams.
❌ Slow feedback
📌 Waiting for email reply.
❌ Message overload
📌 Too many texts/emails.
What are the pros and cons of visual communication?
✅ Easy to notice
📌 Posters for safety rules.
✅ Data easier to understand
📌 Graphs show sales trends.
❌ No feedback
📌 Poster can’t confirm understanding.
❌ Can be misunderstood
📌 Graph read the wrong way.
What factors affect the choice of communication method?
Speed: Urgent = call/WhatsApp
📌 Cancel meeting last minute.
Cost: Keep low
📌 Email vs. phone.
Detail: Visual for complex info
📌 Plans with diagrams.
Leadership style: Democratic = discussion
📌 Group meetings.
Receiver: One person = face-to-face, many = memo
📌 Announcing policy.
Proof needed: Written
📌 Warning letters.
Need for feedback: Verbal
📌 Asking if payment was made.
Compare formal and informal communication.
Formal:
Official channels, professional.
📌 Emails, memos, reports.
📘 Informal:
Casual, unofficial (e.g., grapevine).
📌 Chats at break, gossip.
✅ Managers may use informal to test reactions.
❌ Can spread rumours.
What are the 3 directions of communication?
🔽 Downward: Manager → worker
📌 Instructions, policies
🔼 Upward: Worker → manager
📌 Feedback, suggestions
↔️ Horizontal: Same level
📌 Staff in same department share updates
⚠️ May cause conflict between teams
What sender-related barriers exist and how to fix them?
❌ Too technical/jargon:
📌 Use simple language.
❌ Unclear/fast speaking:
📌 Speak clearly and slowly.
❌ Wrong message/person:
📌 Double-check before sending.
❌ Too long/confusing:
📌 Keep it short and focused.
What medium-related barriers exist and how to fix them?
❌ Message lost:
📌 Confirm receipt.
❌ Wrong channel:
📌 Choose best method (not a noticeboard for urgent info).
❌ Distorted in chain:
📌 Use short communication lines.
❌ No feedback possible:
📌 Use feedback-enabled methods.
❌ Tech failure:
📌 Have backup plans.
What receiver and feedback-related barriers exist?
❌ Receiver not listening:
📌 Highlight importance; ask for feedback.
❌ Receiver distrusts sender:
📌 Use a more trusted sender.
❌ No or delayed feedback:
📌 Ask for immediate confirmation; encourage two-way communication.
