Chapter 9 - Communication

Question 0

What is effective communication?

Answer 0

When a message is received and understood and is the same as the sender intended it to be

Question 1

What is communication?

Answer 1

The process of transferring information between 2 or more people

Question 2

What does feedback do?

Answer 2

It verifies that there is no breakdown in communication

Question 3

Why do business objectives and strategies need to be communicated?

Answer 3

In order for the business to achieve its goals/targets

Question 4

What are the key stakeholders in a business?

Answer 4

Suppliers, shareholders, customers and employees

Question 5

What are the types of formal communication channels?

Answer 5

Top down - CEO to subordinates, latteral - non managers to non managers, bottom up - subordinates to managers

Question 6

What is an example of an informal communication channel and what is its meaning?

Answer 6

The grapevine, rumours and unofficial information circulating around the organisation

Question 7

What is external communication?

Answer 7

Communication with other businesses

Question 8

What are the 7 main purposes of internal communication?

Answer 8

To provide information, gather information, share ideas, clarify issues, get to know people, persuasion and appraise employee performance

Question 9

Why is it important to provide information in a business?

Answer 9

It increases understanding of business goods and targets and staff and key stakeholders know what is expected of them

Question 10

Why is it important to gather information in a business?

Answer 10

To help gain a deeper understanding of business issues, helps provide up-to-date information and assists with decision making process

Question 11

Why is it important to share ideas in a business?

Answer 11

It increases motivation, increases teamwork and increases responsibility and accountability

Question 12

What are the 5 types and purposes of external communication?

Answer 12

Improve customer service, public relations, confirm arrangements, give instructions and provide information

Question 13

What does public relations mean?

Answer 13

To protect a positive image of the business and to overcome prejudices that people may have

Question 14

What is meant by confirm arrangements?

Answer 14

Meetings and purchase orders

Question 15

What are the 2 types of verbal communication?

Answer 15

Written -letter, email, reports and Oral -meeting, interview, telephone conversations

Question 16

What are the advantages of written communication?

Answer 16

It provides a permanent record, information can be distributed to a wider audience and information can be read and re read

Question 17

What are the disadvantages of written communication?

Answer 17

Feed back is slower, more time consuming and increase cost due to printing/storage

Question 18

What are the advantages of oral communication?

Answer 18

Feedback is instantaneous, gestures reinforce spoken message, voice tone can stress important points

Question 19

What are the disadvantages of oral communication?

Answer 19

No permanent record, difficult to terminate, messages can’t be proof read

Question 20

What are the 2 types of non verbal communication?

Answer 20

Body language - facial expressions,posture,gestures Visual - brand symbol, logo, billboard

Question 21

What is body language?

Answer 21

The use of gestures, facial expressions and posture to communicate

Question 22

What are the advantages of body language?

Answer 22

Bypasses language barriers, instant feedback, powerful in sensitive situations

Question 23

What are the disadvantages of body language?

Answer 23

Can reveal more than intended, can be misinterpreted, can complicate oral communication

Question 24

What is visual communication?

Answer 24

The use of symbols to communicate

Question 25

What are the advantages of visual communication?

Answer 25

Reaches large audiences, memorable, does not require language

Question 26

What are the disadvantages of visual communication?

Answer 26

Expensive to develop, low on information, some symbols can be too similar

Question 27

What is the management role planning and what are some examples?

Answer 27

Planning organisational objectives and strategies eg. Board meetings, documents and preparing budgets

Question 28

What is the management role organising and what are some examples?

Answer 28

Co ordinating resources, co ordinating meetings, training and development programs

Question 29

What is the management role leading and what are some examples?

Answer 29

To motivate and inspire individuals eg. Conducting presentations, negotiating with key stakeholders

Question 30

What is the management role controlling and what is an example?

Answer 30

Evaluating performance eg. Employee performance

Question 31

What is the richness model and what increases effiency?

Answer 31

A way to describe the ability of a communication method to best convey a message. And more personal methods increase effiency

Question 32

How is language a barrier to communication?

Answer 32

Words can be taken to mean different things by different people, negative statements decreases acceptance of information

Question 33

How is filtering a barrier to communication?

Answer 33

Manipulation of information by a sender so the receiver will see it more favourably

Question 34

How is information overload a barrier to communication?

Answer 34

May cause reader to become overwhelmed or confused

Question 35

How is perception a barrier to communication?

Answer 35

It is the process through which people select, organise and interpret communication to create meaning

Question 36

What are 4 unethical behaviours?

Answer 36

Cutting corners, manipulate information (published document) plagiarism and fake or misleading information

Question 37

Why are some behaviours considered illegal?

Answer 37

Because they don't protect the rights of consumers and employees

Question 38

What is the ACCC (Australian competition and consumer commission)?

Answer 38

Independent authority which administers laws regarding illegal communication

Question 39

How do informal communication channels and formal communication channels differ?

Answer 39

Informal communication channels don't formally follow the hierarchical organisational chart

Question 40

What is verbal communication?

Answer 40

The written or oral use of words to communicate

Question 41

What is non verbal communication?

Answer 41

Any message that is not written or spoken

Question 42

What does decoding mean?

Answer 42

To extract meaning from spoken or written symbols

Question 43

What are communication barriers?

Answer 43

Anything that distorts or interrupts the message and its meaning