Chapter 9- Communication

Question 0

Business objectives

Answer 0

State what an organisation expects to achieve

Question 1

What is communication?

Answer 1

The exchange of information between people that produces the required response

Question 2

Business strategies

Answer 2

The actions that an organisation take of a heirs specific objectives

Question 3

What is a stakeholder?

Answer 3

Individuals or groups with an interest in the future growth and success of the business.

Question 4

Internal communication

Answer 4

Occurs within a business, can be formal or informal

3 methods - top down, bottom up sideways

Question 5

External communication

Answer 5

How a business communicates with organisations and people outside the business.
Business to business
Business to community

Question 6

Informal communication channel

Answer 6

Unofficial

Can be widely inaccurate but can be effective because it is quick.

Question 7

Formal communication

Answer 7

Meetings etc official between staff/managers other businesses

Question 8

Verbal communication

Answer 8

The use of language ( ORAL OR WRITTEN) to communicate.

Question 9

Written communication

Answer 9

• permanent record, distribute info

- expensive, info overload

Question 10

Oral communication

Answer 10

Involves direct word of mouth contact. Used to ask questions, conduct interviews, give instructions etc.

• instead feedback, convey tone
• no perm record, time consuming

Question 11

Non-Verbal Communication

Answer 11

Any message that is not written or spoken. Consists of body language, gestures, symbols.

Question 12

P
O
L
C

Answer 12

Planning- setting objectives
Organising- ensures employees know what’s expected
Leading- motivating employees
Controlling( monitoring)- performance of employees

Question 13

Barriers to communication

Answer 13

Anything that distorts or interrupts the message and it’s meaning.

Question 14

Language ( barrier)

Answer 14

Problems with language, unnecessary words, meanings of language change.

Question 15

Pompous language

Answer 15

Words old fashioned and not now understood.

Use it to feel superior

Question 16

Jargon

Answer 16

Exclusive language, if not in ‘the know’ you won’t understand

Question 17

Tautology

Answer 17

Expressing the same message twice with different words

Eg. We are not open because we are closed

Question 18

Ambiguity

Answer 18

Where sentence has more than one meaning through inappropriate placement of words.

Question 19

Cultural differences

Answer 19

Especially important due to globalisation etc, have to respect different beliefs and religious customs.

Question 20

Ethical communication

Answer 20

Using appropriate language and behaviour when conveying information/messages.

Question 21

Unethical communication

Answer 21

Using inappropriate and unacceptable language to convey a message or information.

Question 22

Filtering

Answer 22

Manipulation of a message to make it appear more favourable to the receiver by deleting undesirable pieces of information.

Question 23

Selective perception

Answer 23

Seeing and hearing communication selectively depending on heir needs, motivations, experience etc. Decodes the same message in different ways.

Question 24

Emotions

Answer 24

How a receiver is feeing at the time of receiving a message influences how they interpret it. Eg. Anger, fear.

Question 25

Technological breakdown

Answer 25

Dependence on technology that if it breaks down it is difficult to complete simple business tasks.

Question 26

Interruptions and noise

Answer 26

May hinder a message being received or passed on. Noisy work environments, phone calls during meets etc can disrupt.

Question 27

Physical environment

Answer 27

How welcoming or uninviting the design of the working environment may be. Eg. Use of colour ( white for nurses), security screen at banks seem like a barrier to some people