Management skills 3: Communicating

Question 1

Communication:

Answer 1

The exchange of information between two or more parties.

Question 2

Internal communication

Answer 2

This occurs between two or more parties within an organisation e.g management & employees.

Question 3

Internal communication can take place in the following ways

Answer 3

1. Upward communication: Employees report up the chain of command.
2. Downward communication: Information is sent down the chain of command.
3. Horizontal communication: Communication between the same level of chain of
   command.

Question 4

External communication

Answer 4

This communication takes place between the business and external stakeholders.

Question 5

Principles of Effective communication

Answer 5

1. Accuracy: All the facts in message should be accurate and the sender must have up to
   date info.
2. Appropriate Language: Language used should not be too difficult or technical for the
   reciever to understand.
3. Confidentiality: The method chose should reflect the confidentiality of the content
   of the message.
4. Feedback: It seeks the clarification and reduces the likelihood of misunderstandings.

Question 6

Internal communication within a business

Answer 6

1.Managers: Should be able to communicate clearly with each other, ensures they have
all info needed to make decisions.
2. Employees: Effective communication between management and staff ensures that
staff understand their roles and responsibilities.

Question 7

External communication within a business

Answer 7

1. Consumers: Important that the business communicates clearly about new products
   with consumers.
2. Investors: Business should provide investors with honest info about the firms financial
   problems
3. Suppliers: Business communicates with the suppliers to ensure it has the correct
   quantity of raw materials needed at appropriate time.

Question 8

Methods of communication

Answer 8

1. Verbal: The exchange of info and ideas in speech.
2. Written communication: Involves using the written word to transfer info between
   people.
3. Visual Communication: Involves using images, graphs , maps and symbols to communicate messages.

Question 9

Meetings

Answer 9

A gathering of at least two people to discuss a topic or topics

Question 10

Reasons for holding a meeting

Answer 10

1. Sharing Information: For example, sales target are shared between management and
   staff.
2. Decision making: People with different skills and experience come together to make
   decisions to benefit the business.
3. Problem solving ability: People meet to brainstorm solutions to problems.

Question 11

Notice

Answer 11

An invitation for people to attend the meeting.

Question 12

Agenda

Answer 12

A list of items to be discussed at the meeting

Question 13

Chairperson

Answer 13

A chairperson is responsible for opening, running and closing a meeting.

Question 14

Role of the chairperson

Answer 14

1. Notice and agenda: works with the secretary to draw up the notice and agenda for the meeting.
2. Opens the meeting: welcomes all present and begins the meeting by counting the quorum.
3. Runs the meeting: ensure that the agenda is followed and that the standing orders are obeyed.

Question 15

Types of meeting for a private limited company.

Answer 15

1. Annual General meeting: This is a meeting held once a year attended by the directors and shareholders.
2. Board meeting: Meeting attended by the firms board of directors usually held at intervals.
3. General meeting: meetings held on regular basis between management and employees.

Question 16

Advantages of effective communication

Answer 16

1. Productivity: Employees know exactly what they have to do which enables them to work faster.
2. Industrial relations: Effective communication ensures that there is no confusion over work standards.
3. Customers: Customers will have a more positive experience when doing business.
4. Decision making: Effective communication ensures that managers receive accurate info in clear language.
5. Employee morale: Effective communication means that employees receive clear instructions and are listened to by management.