Communication Flashcards
(24 cards)
What are the different methods of communication?
Face-to-face
Oral
Written
Electronic
Graphical
Numerical
Pictorial
What is face-to-face communication?
This may be a meeting, an interview or just a conversation with a colleague or customer.
This is good if immediate feedback is required and also if any uncertainties need to be clarified.
You can gauge body language and facial expressions.
What is oral communication?
The most popular method of oral communication is a telephone call.
Can be used when a quick answer is necessary.
Useful for brief enquiries.
What is written communication?
This may be letters, memorandums, reports or forms that are in printed format.
There is a permanent record that can be kept by organisations for future use.
What is electronic communication?
This may be using an intranet, the internet, email, blogs, podcasts, social networking or any other appropriate method.
Information can be communicated 24/7.
Information can be passed on more quickly.
What is graphical communication?
Information in the form of graphs and charts.
Used to display complex data.
Good way to display information clearly and make comparisons.
What is numerical communication?
Information presented in the form of numbers.
Allows organisation to make financial predictions, perform calculations and analyse figures.
What is pictorial communication?
In the form of pictures and photos.
Can communicate information more quickly and effectively.
Makes documents more attractive.
What are the different barriers to communication?
The use of jargon
Information overload
Emotional barriers
Distortion
Noise
Difference in perception
Jumping to conclusions
Lack of interest
Bias and selectivity
Lack of feedback
The use of jargon
Sometimes technical jargon may be used by specialists and it is important that when that information is passed on it is in a language that is appropriate for the audience.
Information overload
Sometimes people are given too much information at one time and it is difficult for them to process this.
The sender should be careful not to include too much information in the message as this will lead to the receiver becoming confused or tired.
Emotional barriers
Some people may find it difficult to talk about certain issues so when passing information on it is important that people are comfortable with this.
Distortion
Distortion occurs when the sender does not accurately state the message or when the receiver does not properly interpret the message.
Noise
Physical noise- traffic, road works, machinery etc.
Technical noise- bad connection, faulty line, technical problems.
Social noise- clash of personalities.
Psychological noise- excessive emotion interfering with the communication.
Differences in perception
How we view the world will be shaped by our past experiences, therefore people of different ages, cultures, education and personality can interpret situations differently.
Jumping to conclusions
By hearing or seeing what we expect to, people can miss the actual message.
Lack of interest
The sender must relay the message in an appropriate form that appeals to the interests and needs of the receiver.
Bias and selectivity
This is where the receiver only receives part of the message and filters out the rest.
Lack of feedback
Feedback, such as asking questions or using non-verbal cues, is an important feature of good communication.
It is difficult to determine whether the message has been received and understood.
What are the features of reliable information?
A well-known organisation is providing the information.
The website is regularly updated (with a clear date showing when it was last updated)
The website is a secure site (a padlock may be shown in the corner.
Has a secure payment facility.
Information is accurate and complete.
Site can’t be amended by users.
Site author has a good reputation.
What are the features of good information?
Up to date
Sufficient
Available
From a reliable source
Free from bias
Accurate
Relevant
Appropriate
Cost effective
What are the features of unreliable information?
Information is out-of-date.
Information may be inaccurate or bias.
Website may have viruses or software designed to steal information.
What are the benefits of using reliable information?
Good decisions can be made.
Organisation will gain a good reputation.
What are the consequences of using unreliable information?
An organisation may make an incorrect decision based on out-of-date information.
Bias information may give customers an unclear/unfair impression about one organisation over another.
Websites with viruses could harm an organisation’s network and result in the loss of important files.
Customer information may be stolen or used fraudulently if entered onto an unsecure website.
Costs could be increased for the organisation or profits lost through poor decisions or poor customer service.
Important meetings may be missed.
