Communication

Question 1

What are some reasons that effective communication is important

Answer 1

• Reduces number of mistakes
• Speed up decision making
• Communication with customers is a marketing tool

Question 2

What are the four methods of communication

Answer 2

Formal
Informal
Verbal
Non-verbal

There Can be a combination of these

Are not the same as communication media

Question 3

What is meant by verbal communication

Answer 3

The use of sounds and words to express yourself (can be written)

Question 4

What is meant by non-verbal communication

Answer 4

The use of gestures and mannerisms to express yourself

Question 5

Examples of non-verbal communication

Answer 5

Eye-contact
Body language
Tone of voice

Question 6

What is meant by communication media

Answer 6

Refers to how the message is imparted (made known) to the receiver

Question 7

What are examples of communication media

Answer 7

Text
Email
Meetings
Conversation 
Radio
Television

Question 8

What is an example of mass communication media

Answer 8

Television

Question 9

What is an example of written communication media

Answer 9

Letter

Question 10

What is an example of face to face communication media

Answer 10

Meeting

Question 11

What is an example of oral communication media

Answer 11

Phone call

Question 12

What is an example of electronic communication media

Answer 12

Email

Question 13

What is an example of social media communication media

Answer 13

Text

Question 14

What are some advantages of written communication

Answer 14

• Record of the message
• Receiver can re-read message for clarity
• Can be sent to more than one person
• Can avoid confrontation
• Can be communicated quickly

Question 15

What are some disadvantages of written communication

Answer 15

• Not always possible to check if the receiver has received the message
• Success if message depends on how well it is written (clarity)
• Can’t receive fast feedback

Question 16

What are some advantages of face-to-face communication

Answer 16

• Both parties can ask further questions and receive feedback straight away
• Sender can emphasise points through tone of voice and body language
• Sender can use diagrams and pictures to explain

Question 17

What are some disadvantages of face-to-face communication

Answer 17

• May not be clear to everyone if there are a lot of people receiving the message
• Message May be disrupted by receiver
• No permanent record of the message
• Can be expensive if workers have to travel far together

Question 18

What is meant by formal communication

Answer 18

Takes place using agreed rules and/or procedures

Eg board meeting

Question 19

What is meant by informal communication

Answer 19

Do not take place based upon any set measures

Eg conversations in staff room

Question 20

Is there any link between informal/formal communication and written/verbal communication

Answer 20

No, a combination of any can exist

Question 21

What are Shannon weaver’s 3 barriers to effective communication

Answer 21

Technical
Semantic
Effectiveness

Question 22

What is meant by technical in Shannon weaver’s 3 barriers

Answer 22

Concerns the ability of the receiver to receive the information being communicated
Eg too much noise, or email can’t load

Question 23

What is meant by semantic in Shannon weaver’s 3 barriers

Answer 23

Concerns the ability of the receiver to understand the message
Eg abbreviations, language barriers

Question 24

What is meant by effectiveness in Shannon weaver’s 3 barriers

Answer 24

Refers to whether the information being communicated has been acted upon in an appropriate manner

Question 25

What is meant by group norms

Answer 25

Rules or guidelines that reflect expectations of how group members should act or interact

Question 26

What is meant by implicit norms

Answer 26

Norms that aren’t always expressed or discussed, and are accepted by unspoken consent

Question 27

What is meant by explicit norms

Answer 27

Group norms that are stated outright, either orally or in writing

Question 28

What are examples of implicit norms

Answer 28

Seat at a table | Order that people go for lunch at work

Question 29

What are examples of explicit norms

Answer 29

Uniform | How to respond to customer enquiries

Question 30

What are individual objectives

Answer 30

Set for a single employee

Question 31

What are group objectives

Answer 31

Set for a team

Question 32

Characteristics of group communication

Answer 32

- Can be many senders and receivers of messages, which can be simultaneously - Groups can be formal (dept team) or informal (social group at work) - Communication can be disturbed by dominant employees - Informal groups may misrepresent information from a formal group of they do not agree with it

Question 33

Draw the communication model

Answer 33

``` Barrier pointing down to every stage Source Message Media Message Receiver Feedback ```

Question 34

Why is the communication model useful

Answer 34

Businesses can use it as a template to identify why their current methods of communication are ineffective

Question 35

What are some limitations of the communication model

Answer 35

- Doesn’t provide solutions | - Is difficult to transform this theoretical principle into reality