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Exam Flashcards

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1
Q

Communication

A

Is the exchange of information between people; the sending and receiving of information

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2
Q

Stakeholder

A

any group or individual who has a vested interest in, or is affected by the activities of a business

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3
Q

Grapevine

A

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

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4
Q

Objectives

A

a statement of what an organization expects to achieve over a set period

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5
Q

Strategies

A

Actions that an organization takes to achieve its specific examples

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6
Q

Customer Service

A

Responding to the needs and problems of the customer. Central to this response is making sure the desired product is delivered at the appropriate place at the right time

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7
Q

Shareholder

A

The part owner of a company

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8
Q

Logo

A

A graphical representation that identifies a business product

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9
Q

Public Relations

A

The planned and sustained effort to establish and maintain goodwill and mutual understanding between an organization and its public

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10
Q

Media Richness

A

The ability of a communication to best convey a message

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11
Q

Marketing Concept

A

That a customers needs and wants are met while achieving the businesses objectives

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12
Q

Unethical Communication

A

The information conveyed to businesses public does not meet the standards of what we consider right or acceptable behavior

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13
Q

Market Research

A

A process of systematically collecting, recording and analyzing information concerning a specific market

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14
Q

Primary Data

A

The facts and figures collected from original sources

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15
Q

Image Audit

A

An independent check of the accuracy of an images perception

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16
Q

Niche Market

A

Narrowly selected target market segment

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17
Q

Active Listening

A

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

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18
Q

Market Share

A

The businesses share of the total industry sales for a particular product

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19
Q

Advertising

A

Paid non-personal messages communicated through mass media to the public

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20
Q

Target Market

A

A group of customers with similar characteristics who currently purchase a businesses product or may do so in the future

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21
Q

Redundant

A

Is the state of being no longer in employment because there is no more work available

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22
Q

Exports

A

Goods or Services sold by one country to individuals, businesses or governments in another country with the aim of extending sales and market share

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23
Q

Globalization

Study These Flashcards
A

The effect of ever more sophisticated communications technology, lower transport costs and unrestricted trade and financial flows turning the whole world into a single market

24
Q

Internal Public

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A

People internal to the business such as employees and managers

25
Flack
A person who engages in unethical or socially irresponsible practices
26
Product
A good or service that can be offered in an exchange to satisfy a need or want
27
Service
Is an intangible thing, where someone exchanges time and energy for money
28
Internal Communication
Are those that take place within a business
29
External Communication
Is concerned with how a business communicates with and is viewed by other businesses and stakeholders outside the business
30
Purpose of Internal Communication
- Share Ideas - Clarify Issue - Get to know people - Persuade - Praise employee performance - Provide Information
31
Purpose of External Communication
- Improve Public relations - Improve customer service - Provide Information - Give Instructions - Confirm Arrangements
32
Verbal Communication
Is the written or oral use of words to communicate
33
Written Communication
Are used by managers to pass on ideas and information inside and outside a business
34
Oral Communication
Involves direct word of mouth contact
35
Types of Written Communication
- Letter - Email - Report - Notice - Catalogues - Brochures
36
Types of Oral Communication
- Meeting - Telephone - Interview - Oral Presentation - Teleconference
37
Non-Verbal Communication
Is any message that is not written or spoken
38
Body Language
Is the use of gestures, facial expressions and posture to communicate
39
Visual Communication
Is the use of symbols to communicate
40
Types of Body Language
- Facial Expressions - Posture - Gestures
41
Types of Visual Communication
- Brand Symbol - Logo - Poster - Billboard - Visual Presentation
42
Managerial Roles (POLC)
- Planning - Organizing - Leading - Controlling
43
Planning Manager
Sets and communicates objectives
44
Organizing Manager
Ensuring employees know the task they are expected to perform
45
Leading Manager
Motivating employees
46
Controlling Manager
Monitoring the performance of employees and the business
47
Communication Barriers
Are anything that distorts or interrupts a message and its meaning
48
How are objectives and strategies linked
Business objectives state what an organisation expects to achieve over a set period. Where as strategies are the actions that an organisation takes to achieve its specific objectives
49
List 4 barriers to effective communication
Filtering- when a sender manipulates information Language- words can have different meanings to different people Information overload- excessive information causes the reader to be overwhelmed and confused Hearing but not listening- when the listener isn't paying full attention to the speaker
50
What are the elements of an image
``` Name Logo Location Advertising Behaviour ```
51
List the strategies used by a public relations manager
Stage one - establish public relations objectives (SMARRT goals) Stage two- identify the intended publics Stage three- develop specific public relations strategies Stage four- implement the public relations campaign Stage five- evaluate the results
52
What are signs of a pr crisis
Roles are not well defined It's unclear what information you need to gather and share Don't have a clear system for reporting a crisis
53
List the different kinds of publics
Internal publics - includes employees and managers. They expect fair pay, a safe working environment and access to training and development General publics- society expects fair and honest practices Local community publics- represent local residents and neighbourhood organisations Media publics- include print and electronic news reporting organisations Government publics - governments expects business to abide by their laws Citizen action publics - expectation for a business to operate in an environmentally sustainable manner
54
List the types of performance indicators
``` Level of customer satisfaction Opinions and attitudes Investors reaction Supportive or critical public comments Sales, market share and profit ```
55
What are psychosocial factors that influence consumer behaviour
Perception Motives Attitude Personality
56
Sociocultural factors that influence consumer behaviour
Family and roles Peer groups Social class Culture and subculture

Business Management (2 decks)

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