Communication

Question 1

Benefits of effective communication

Answer 1

• Higher levels of productivity
• Positive relationships
• More satisfied customers
• Helps to solve problems

Question 2

Formal Communication Channels

Answer 2

Top-down
Bottom-up
Sideway

Question 3

Informal communication channels

Answer 3

The grapevine

-unintended consequences due to rumours that aren’t 100% true

Question 4

Purpose of internal communication

Answer 4

Get to know people
Share ideas
Provide Information
Persuade
Clarify issues

Question 5

Purpose of External communication

Answer 5

Give Instructions
Confirm arrangements
Improve customer service
Improve public relations
Provide information

Question 6

Verbal Communication

Answer 6

Written and oral

Question 7

Nonverbal communication

Answer 7

Body language and visual

Question 8

Written Communication Advantages

Answer 8

Permanent record of the message
More time can go into preparation and presentation
Easily distributed

Question 9

Written Communication Disadvantages

Answer 9

Feedback is slow
Message is impersonal
Forgery is possible

Question 10

Oral Communication Advantages

Answer 10

Feedback is instantaneous
Nonverbal gestures may reinforce message
Quick and usually accurate

Question 11

Oral Communication Disadvantages

Answer 11

Usually no permanent record is kept
Can be time consuming
Difficult to distribute to a wide audience

Question 12

Body Language Communication Advantages

Answer 12

Reinforces oral message
Provides instant feedback on messages
More reliable than oral expressions

Question 13

Body Language Communication Disadvantages

Answer 13

Can contradict oral message
No universal meaning to gestures
Can be misinterpreted

Question 14

Visual Communication Advantages

Answer 14

Reaches a large audience
Easier to remember
Gains people’s attention

Question 15

Visual Communication Disadvantages

Answer 15

Can be expensive
Does not contain a lot of information
Misinterpretation/confusion can occur

Question 16

Barriers to communication

Answer 16

Language
Improper Attitude
Filtering
Perception
Discriminatory language

Question 17

Managerial roles and communication methods

Answer 17

Planning (setting and communication objectives)
Organizing (everyone knows the task they need to do)
Leading (motivation)
Controlling (monitoring performance)

Question 18

Unethical Communication can include:

Answer 18

Plagiarism
Making false, exaggerated or misleading claims
Misusing communication channels

Question 19

Protecting rights of consumers

Answer 19

The Australian Competition and Consumer Commission (ACCC)

The Australian Communication Media Authority (ACMA)

Question 20

Business objectives

Answer 20

States what an organisation expects to achieve over a set period

Question 21

Strategies

Answer 21

Actions that an organisation takes to achieve its objectives

Question 22

Communication

Answer 22

The exchange of information between people; the sending and receiving of messages

Question 23

Stakeholders

Answer 23

Any group or individual who has an interest in, or is affected by, he activities of a business

Question 24

Internal Communication

Answer 24

Communication that takes place within the business

Question 25

External Communication

Answer 25

The way a business communicates with and is viewed by organisations and people outside the business

Question 26

Grapevine

Answer 26

The unofficial and informal communication system which is superimposed on the formal network

Question 27

Written Communication

Answer 27

A method used by many managers to pass on ideas and information inside and outside a business

Question 28

Oral Communication

Answer 28

direct word-of-mouth contact

Question 29

Visual Communication

Answer 29

the use of symbols to communicate

Question 30

Body Language Communication

Answer 30

The use of gestures, facial expression and posture to communicate

Question 31

Communication Barriers

Answer 31

Anything that distorts or interrupts the message and its meaning

Question 32

Active listening

Answer 32

Listening that aims to produce trust and cooperation and involves the listener remaining silent, but paying close attention to the mood and words of the speaker.

Question 33

Filtering

Answer 33

when a sender manipulates information so that the receiver will see it more favourably

Question 34

Information Overload

Answer 34

An excess of information causing the reader to become overwhelmed and confused

Question 35

Perception

Answer 35

The process through which people select, organize and interpret information to create meaning

Question 36

Ethical Communication

Answer 36

When the information conveyed meets our standards of what we consider right or acceptable behaviour

Question 37

Relationship between communication and business objectives

Answer 37

Communication is the exchange of information Business objectives state the goals that an organisation expects to achieve and actions needed to be taken to achieve these objectives For objectives and strategies to be achieved, communication must be effective. When message is received and understood the same as the sender intended