Unit 2 Flashcards
(179 cards)
1
Q
What is motivation?
A
The factors that influence the behaviour of employees towards achieving set business goals.
2
Q
What is labour productivity?
A
A measure of the efficiency of employees by calculating the output per employee.
3
Q
What is absenteeism?
A
Employees’ non-attendance at work without good reason.
4
Q
What is labour turnover?
A
The rate at which employees leave a business.
5
Q
What are the benefits of having a well-motivated workforce?
A
- Improved productivity.
- Low rate of absenteeism.
- Low rate of labour turnover.
- Better quality goods and services.
- More competitive.
6
Q
What are the 5 level of needs in Maslow’s hierarchy?
A
- Physical needs.
- Safety needs.
- Social needs.
- Esteem needs.
- Self-actualisation.
7
Q
What are physical needs?
A
These are the basic needs we must have to be able to survive. They include water, food, shelter, clothing and rest.
8
Q
What are safety needs?
A
We need to be safe from physical danger and individuals need to know that they have job security.
9
Q
What are social needs?
A
Most people want to be accepted by others and to feel that they are loved and trusted. It is important to have friends and belong to a group where social activities can be shared and enjoyed together.
10
Q
What are esteem needs?
A
Individuals want to be respected and to have their achievements recognised by others. For some people, having a certain status is also an important need.
11
Q
What is self-actualisation?
A
Not everyone will reach their full potential, but for some individuals it is a very important need. Even the most successful people rarely achieve self-actualisation because they will always set themselves another challenge.
12
Q
How do people travel up the pyramid according to Maslow?
A
All humans start at the lowest level of need and once they have satisfied one need they move onto the next one.
13
Q
What happens once a need has been satisfied?
A
It is no longer a motivator.
14
Q
What are some limitations of Maslows’ hierarchy of needs?
A
- It is often difficult to identify how much of a need has been met and which level each employee is on.
- Money might also satisfy esteem needs as well as those lower down the hierarchy.
- Not everyone has the same needs.
- Self actualisation is rarely, if ever, achieved. Therefore, unless more challenging tasks are always being provided, it is unlikely that work will help to satisfy this need. There is the risk that if jobs are no longer challenging employees will become the motivated.
15
Q
What did F.W Taylor believe motivated workers?
A
Only money.
16
Q
What is the theory of economic man?
A
The view that humans are only motivated by money, so - to get employees to increase their efforts - they have to be rewarded with more money. The piece rate method was formulated from Taylors findings.
17
Q
What is piece rate?
A
Paying employees for each unit produced.
18
Q
How would piece rate work according to the theory of economic man?
A
If employees are motivated by the money then they will work harder because the more units they produce, the more money they will be payed.
19
Q
What are hygiene factors?
A
The factors that must be present in the workplace to prevent job dissatisfaction.
20
Q
What is a motivator?
A
The factors that influence a person to increase their efforts.
21
Q
What are the hygiene factors?
A
- Working conditions.
(Clean and safe facilities). - Relationships with others.
(Work relationships and friends). - Salary or wage.
(Had to be payed enough to encourage but not enough to want them to do the job well). - Supervision.
(How closely the employees are supervised) - Company policy and administration.
(Rules and procedures which control and affect the workers).
22
Q
What do hygeine factors prevent?
A
Job dissatisfaction.
23
Q
What is job dissatisfaction?
A
How unhappy and discontent a person is with their job.
24
Q
What are the motivators?
A
- The work itself.
(Needs to be varied and challenging). - Responsibility.
(The manager shows that they trust and value their opinion). - Advancement.
(Employees can be promoted). - Achievement.
(Need to feel that they have reached challenging goals). - Recognition and achievement.
(Need to have their achievements recognised by management and others they work with).
25
How does the model begin with dissatisfaction and demotivation.
1) Dissatisfaction and demotivation.
HYGIENE FACTOR
2) Employees aren't dissatisfied but still demotivated.
MOTIVATORS
3) Employees are satisfied and motivated.
26
What are the two ways that employees can motivate their employees?
- Financial rewards.
- Non-financial rewards.
27
What are financial rewards?
Cash and non-cash rewards paid to employees which are often used to motivate employees to increase their efforts.
28
What are non-financial rewards?
Methods used to motivate employees that do not involve giving any financial reward.
29
What are examples of financial rewards?
- Hourly wage rate.
- Salary.
- Piece-rate and commission.
- Bonus schemes.
- Fringe benefits.
- Profit sharing.
30
What is an hourly wage rate?
A payment to employees based on a fixed amount for each hour worked.
- An advantage is that businesses pay employees only for the number of hours they are at work.
- A disadvantage is that an employee's pay is not linked to how much they produce.
31
What is a salary?
A fixed annual payment to certain grades and types of staff not based on hours worked or output
- An advantage is that employees do not receive more pay if they have to work longer hours to complete a task.
- A disadvantage is that salary is not linked to employee effort or the amount produced.
32
What is a piece rate?
A payment to employees based on the number of units produced
- Employees are only paid for the number of items they produce
- The quality of goods they produce may be poor because employees try to work too quickly to increase their output and pay.
33
What is a commission?
A payment to sales staff based on the value of the items they sell.
- Pay is linked to the value of goods sold.
- The employees are never certain about how much they will earn so they cannot guarantee that they will earn enough to pay for their basic needs.
34
What is a bonus scheme?
An additional reward paid to employees for achieving targets set by managers.
An Advantage is that it is linked to Performance targets, which will lead to an increase in productivity.
A disadvantage is that if the targets are unrealistic than employees could become demotivated and it could also lead to conflict among employees.
35
What are fringe benefits?
Non-cash rewards often used to recruit or retain employees and to recognise the status of certain employees. This includes a company car or health insurance received by the employees in a business.
- An advantage is that they can help in the Recruitment and Retention of employees.
- A disadvantage is that fringe benefits are often linked to status and not performance.
36
What is profit sharing?
An additional payment to employees based on the profits of the business.
- An advantage is that profit sharing is directly linked to the performance of the business. The better the performance, the higher the profits and the greater the share of profits for employees.
- A disadvantage is that any profit given to employees might reduce the dividends to shareholders or reduce the amount available to be reinvested into the business.
37
What are the non-financial rewards?
- Job rotation.
- Job enlargement.
- Job enrichment.
- Quality circles.
- Team working.
- Delegation.
- Training.
- Opportunities for promotion.
38
What is job rotation?
Increasing Variety in the workplace by allowing employees to switch from one task to another.
- This makes the work more interesting and helps to prevent boredom. Employees become multi-skilled, which helps create a more flexible Workforce.
39
What is job enlargement?
Increasing or widening tasks to increase variety for employees.
- Their jobs become more interesting and reduces all around boredom.
40
What is job enrichment?
Organising work so that employees are encouraged to use their full abilities.
- They often become more involved in decisions affecting their job - they feel more valued by the employer and increases their job satisfaction, efficiency and motivation.
41
What is job satisfaction?
How happy and content a person is with their job.
42
What are quality circles?
Are groups of employees who meet regularly to discuss work-related problems.
An advantage is that the results of quality circles are presented to managers and good ideas and solutions are introduced into the workplace
43
What is team working?
Organising production so that groups of employees complete the whole unit of work.
44
What is delegation?
Passing responsibility to perform tasks to employees lower down in the organisation.
45
What effects which method of motivation the business chooses?
- If the business can afford it as each method above will increase costs in some way.
- The type of employees = The piece-rate system is only suitable for production employees.
- A method might not work for all employees. Some many want more money and free time and some might want the opposite.
46
What is an organisational structure?
The formal, internal framework of a business that shows how it is managed and organised.
47
What are functional departments?
The main activities of business:
- Finance.
- Marketing.
- Operations.
- Human resources.
- Research and development.
48
What are the main features on a simple hierarchical structure?
- Levels of hierarchy.
- Chain of command.
- Span of control.
49
What is a heirarchy?
The number of levels in an organisational structure.
Production employees are the lowest level and the best positions are at the top.
A water span of control is possible as you go down the structure as the tasks get simpler.
50
What happens if you move down the organisational structure?
There are more and more people at each level.
51
What is the chain of command?
The route through which authority is passed down through an organization.
Each person in the chain of command responsible to the person or people immediately above them and for the person or people directly below them.
52
What is a subordinate?
The number of subordinates reporting to each supervisor/manager.
53
What is the span of control
An employee who is below another employee in the organisations hierarchy.
54
What factors affect the span of control?
- The difficulty of tasks, the more complex the task subordinates do, the more likely than a narrow span of control will be used.
- The experience and skill of employees, the span of control will often be wider when subordinates are more skilled and more experienced.
- The size of the business, larger businesses are often able to afford to employ more managers and smaller businesses.
- Levels of hierarchy, managers in tall organisational structures will usually have an hour response of control of the managers and flat organisational structures.
- Management style, depending on the management style of the business some have greater control over the workforce than others.
55
What are the advantages of a wide span of control?
- Less expensive as fewer managers/supervisors are needed.
- Less supervision improves employee motivation.
- Faster communication and decision making.
56
What are the disadvantages of a wide span of control?
- Fewer managers/supervisors reduces promotion opportunities.
- Best control over subordinates' work.
- Effective communication may be difficult.
57
What are the advantages of a narrow span of control?
- Effective communication is easier.
- Better control over the employees and their work.
- More managers/supervisors increases promotion opportunities.
58
What are the disadvantages of a wide span of control?
- Communication and decision making are often slower.
- More expensive because more managers are needed.
- More supervision May reduce employee motivation.
59
What are tall organisations?
They have many levels of hierarchy and each level in this is a layer of management.
60
What are flat organisations?
They have few levels of hierarchy, which means that the chain of command is very short.
61
What is delayering?
Reducing the size of the hierarchy by removing one or more levels - most often middle management.
62
What are the advantages of delayering?
- Reduced costs.
- Reduces the chain of command so communication and decision-making should be quicker and more effective.
- Wider span of control increases the opportunity for delegation. This helps develop employees' skills and could motivate employees who are given more trust by managers.
- Senior managers are in closer touch with what is happening in the business.
63
What are the disadvantages of delayering?
- Increased workload for managers who remain could mean that tasks are not completed on time or that the quality of decision-making is not as good.
- Business may have to make redundancy payments to managers who lose their jobs. This is a one-off increase in costs.
- Employees who remain might fear redundancy and this reduces their job security.
- Wider span of control after delayering might reduce the effective management of subordinates.
64
What is a centralised organisation?
One where all the important decision-making power is held at head office, or the center.
65
What is a decentralised organisation?
One where the decision-making powers are passed down the organisation to lower levels.
66
What are the advantages of a centralised organisation?
- Decision-making is often quicker.
- Decision are taken for the benefit of the whole business.
- Greater use of specialist staff improves decision-making.
67
What are the disadvantages of a centralised organisation?
- Slower communication.
- Unable to respond quickly to changes in local markets.
- May reduce employee motivation.
68
What are the advantages of a decentralised organisation?
- Decisions are made based on local needs.
- Can be used to train junior managers.
- Delegation helps to improve employee motivation.
69
What are the disadvantages of a decentralised organisation?
- Decisions taken might not be in the interests of the whole business.
- Poor decisions might be made because managers lack skills and experience.
70
What is the annual general meeting?
A meeting for shareholders that limited companies must hold once every year.
71
What are directors?
Appointed or elected members of the board of directors of a company who have the responsibility for determining and implementing the company's policy. Some directors might also have a management role, for example a marketing director.
72
What are the responsibilities of directors?
- Setting strategy = the long-term plans for the business.
- Making sure that the resources are available to achieve objectives
- Reviewing the performance of managers
- Protecting the interests of shareholders and other stakeholders
- Providing leadership to ensure the success of the business.
73
What is the Chief Executive Officer?
The most senior manager responsible for the overall performance and success of a company.
74
What is a manager?
An individual who's in charge of a certain group of tasks or certain area or Department of a business, for example factory manager.
75
What are the responsibilities of managers?
- Making sure that the decisions of the directors are carried out.
- Delegating tasks to members of their Department.
- Taking the decisions needed to achieve departmental targets.
- Motivating employees in the department so that they work hard to achieve the department and the company's objectives.
- Solving day-to-day problems that may arise within the department.
76
What is a supervisor?
An individual who checks and controls the work of subordinates.
77
What do employees in a business work together with their manager on?
- Complete their tasks efficiently and at the required quality standard set by managers.
- Work towards achieving individual, group or departmental targets.
78
What are managers responsible for?
- Setting objectives.
- Motivating employees.
- Making sure employees have the resources they need to complete their tasks.
79
What are the function of management?
- Planning.
- Organising.
- Commanding.
- Coordinating.
- Controlling.
80
What do managers need to do apart from these 5 functions?
- Understand the people who work for them.
- Set a good example.
- Treat subordinates fairly.
- Delegate tasks.
- Communicate effectively.
81
What is delegation?
Passing authority down the organisational hierarchy to a subordinate.
82
What are some disadvantages of delegation?
- Managers do not trust the subordinate to do a good job.
- Some managers fear that they will lose control of decision-making.
- Managers may also feel threatened by subordinates who can complete a task to a better standard than the manager.
83
What are some advantages of delegation?
- Managers have time to focus on more complex tasks of greater importance.
- It can motivate employees who are given the opportunity to take on responsibility and develop their skills.
- Delegation is a way of developing the skills of employees and increasing the flexibility of the workforce.
- The quality of the work is often improves because lower-level employees have better skills than their managers for completing certain tasks.
84
What is autocratic leadership?
A leadership style where the leader makes all the decisions.
85
What are the advantages of autocratic leadership?
There will be faster decision making - it is good for situations that require an immediate response.
86
What are the disadvantages of autocratic leadership?
Employee motivation will be low and employees will require close supervision.
87
What is democratic leadership?
A leadership style where employees take part in decision making.
88
What are the advantages of democratic leadership?
Employees will have the opportunity to start the discussion as well as provide feedback to any suggestions made by the leader. Employees will be motivated as they are trusted and their opinions are respected. They will be able to complete tasks without supervision.
89
What are the disadvantages of democratic leadership?
Results in slow decision-making process.
90
What is laissez-faire leadership?
Leadership style where most of the decisions are left to the employees.
91
What are the advantages of laissez-faire leadership?
- Personal growth.
- Encourages innovation.
- Allows for faster decision making.
92
What are the disadvantages of laissez-faire leadership?
- Lack of organisation, coordination and planning.
- Not much sense of direction
93
How do you choose which leadership style is the best?
- The skills and experience of the workforce
- The time available to make a decision
- The personality of the manager
- The task to be completed.
94
What is a trade union?
An organisation of employees aimed their improving pay and working conditions and providing other services, such as legal advice, for members.
95
What do trade unions help with?
- They negotiate with employers to improve pay and working conditions.
- They resolve conflict.
- Provide legal support and advice.
- Provide services for members.
96
What are the effects of employees being trade union members?
- The collective power of all the members of the Trade union, acting is one, achieves much better improvements in pain conditions than if they were to negotiate with their employers on an individual basis.
- The legal advice would often be too expensive for individual employees to afford themselves so they can provide support.
- Trade unions will try to protect employees job security and encourage employers to look at other options which might reduce the number of job losses.
- Employees must pay a membership fee to belong to a trade Union.
- The decision of the majority of union members is binding on all members, even if they do not agree with what is happening - or the measure that the Trade union is taking.
- During strike action, employees lose wages which cannot be recovered. This could cause personal hardship for employees and their families.
97
What are the effects on employers of trade unions?
- It's less time to consuming for employers as they don't have to negotiate with every individual employee.
- They help to improve working conditions and health and safety in the workplace - which improves the overall working conditions and health and safety in the workplace. This improves employee motivation and reduces the level of absenteeism and labor turnover.
- Powerful unions can often Force employees to meet High wage. This increases business costs and could reduce the competitiveness and profitability of businesses.
- Unions could use industrial actions such as strikes - these can disrupt production and result in loss of orders, which reduces profitability.
98
What is internal recruitment?
The filling of vacant position with someone already employed in the business.
99
What are the advantages of internal recruitment?
- The vacancy can be filled more quickly and more cheaply.
- Applicants already know how the business works.
- The business can already know the strengths and weaknesses of applicants.
- Employees can become more motivated when they see that there's a chance of promotion.
100
What are the disadvantages of internal recruitment?
- A better candidate may have been available from outside of the business.
- It could cause conflict within the workplace if other internal candidates feel they should have gotten the job.
- It does not bring in any new ideas.
- There will still be a vacancy to fill, unless the employees previous job has become redundant
101
What is external recruitment?
The filling a vacant post with somebody not already employed in the business.
102
What are the advantages of external recruitment?
- External applicants might bring new ideas and this can improve the effectiveness and efficiency of the business.
- There will be a wider choice of applicants with different skills and experience.
- It avoids the risk of upsetting employees when someone who is internal is promoted.
103
What are the disadvantages of external recruitment?
- It takes longer to fill the vacancy.
- It is more expensive than internal recruitment because of advertising costs and the time spent interviewing candidates.
- External applicants will need induction training, which increases the businesses expenses.
104
What are the main stages in recruitment and the selection of employees
1) The business identifies the need for a new employee. and carries out a job analysis.
2) A job description is produced.
3) A person specification is produced.
4) The job is advertised.
5) Application forms in job details are sent out.
6) Completed applications are received.
7) A shortlist is selected from all of the applicants.
8) The shortlisted candidates are interviewed.
9) The right kind of it is selected.
105
What is a job analysis?
It identifies the content of a job in terms of the activities involved in the skills, experience another qualities needed to perform the work. As well as the main job requirements.
106
What is a job description?
A list of the key points about a job, job title, key duties, responsibilities and accountability.
107
What does the job description need to include?
- Job title.
- The main duties of the post.
- Responsibilities.
- Accountability.
108
What is a person specification?
A list of the qualifications, skills, experience and personal qualities looked for in a successful applicant.
109
How could you advertise a job if it was internal recruitment?
- On the staff noticeboard.
- Emailed to all staff.
- Included in a workplace letter.
110
How could you advertise a job if it was external recruitment?
- The advertisement could be placed in a local or national newspaper and in a specialist magazine.
111
What does a CV contain?
The person's name, dress and other contact details, a history of their employment and hobbies and interests.
112
What is a shortlist?
A list of candidates who are chosen from all of the applicants to be interviewed for the job.
113
How do business receive applications and shortlist applicants?
They will compare the information on the application forms and CV's with the job description and the person specification to produce ''shortlist'' of applications for interview.
114
What happens to shortlisted candidates?
They get interviewed.
115
How does the business select the right candidate?
The interview panel will select who they think is the best application for the job.
116
What happens when the applicant gets offered a job?
- The applicant will receive a formal job offer in writing
- However, they might first receive a phone call offering them the job.
- Once they start work, they will be given a contract of employment and induction training.
117
What are some advantages of part-time employees?
- A business can often attract well-qualified employees.
- Offering a full-time employee the opportunity to work part-time can help a business to keep experienced staff.
- Part-time provides greater flexibility.
- The contract hours of part-time employees may be flexible to allow for changes in demand.
- There is some evidence to suggest that part-time employees are more productive than full-time employees.
- Employing two part-time employees instead of one full-time employee often increases the skills and experiences of the workforce.
- Part-time employees do not need to take time off work for medical and dental appointments.
118
What are some disadvantages of part-time employees?
- There will be an increase in induction and training costs.
- There could be communication problems.
- The quality pf service offered to customers may not be as good with part-time staff as it is with full-time staff.
119
How are the disadvantages of employing full-time employees removed?
If full-time employees are employed. In addition, full-time employees more committed to the business and doing a good job because they perhaps are more keen on gaining promotion than part-time employees.
120
What are the main benefits of training?
- Trained production workers are more efficient.
- Management training improves the quality of business decisions and reduces the risk of costly mistakes.
- Training helps employees to develop their abilities and reach their potential.
- It is easier to recruit new employees and to keep existing employees.
- Training can improve customer service. This helps to improve customer relationships increases customer loyalty.
- A well-trained workforce improves a business's competitiveness
121
What are the types of training?
- Induction
- On the job
- Off the job
122
What is induction training?
A training program to help new recruits become familiar with their workplace, the people they work with and the procedures they need to follow.
123
What does induction training introduce the employee to?
- Their work colleagues.
- The organisation structure and their role and responsibilities within the structure.
- The health and safety procedures in the workplace.
- The facilities available to employees, for example canteen facilities.
124
What is the main advantage of induction training?
They quickly feel that they are part of the business; this means that employees were settled are more likely to perform their tasks more effectively from the start of their employment.
125
What is the main disadvantage of induction traning?
It increases business costs and during the period of induction training, employees are not adding to output but are receiving their wage or salary.
126
What is on the job training?
Training at the place of work; watching or following an experienced employee.
127
What are the main advantages of on the job training?
- It is relatively cheap.
- Employees learn the way that the businesses wants the job done.
- Employees are producing output while training.
128
What are the main disadvantages of on the job training?
- Employees might pick up any of the experienced employees bad habits.
- Employees might not learn the most up-to-date methods.
- Employees make more mistakes when learning and this increases waste.
- It slows down the production of the experienced employee.
129
What is off the job training?
Training that takes place away from the workplace, for example at college, university or specialist training provider's premises.
130
What are the main advantages of off the job training?
- Employees learn the latest methods and techniques.
- It does not disrupt the production of other employees.
131
What are the main disadvantages of off the job training?
- It can be expensive, especially when the training is provided by a private training provider.
- The employee does not produce any output during training.
132
How does the workforce reduce in size?
- Resignation.
- Retirement.
- Redundancy.
- Dismissal.
133
What is resignation?
Termination of employment by the employee, perhaps because they have found a job with a different employer.
134
What is retirement?
Termination of employment due to the employee reaching an age Beyond which they do not need to work.
135
What is redundancy?
Termination of employment by the employer because the job is no longer needed.
136
What is dismissal?
Termination by the employer because the employee has broken company rules or is not performing work to the required standard.
137
What are the two reasons for dismissal?
- Incompetence - the employee does not perform their tasks to the required standard.
- Poor conduct - the employee breaks the rules; for example they are often late for work, or put themselves in other employees in danger By ignoring health and safety procedures.
138
What are some reasons for downsizing the workforce?
- There may be a fall in demand for the product the employee produces.
- The business may introduce new technology which automates tasks that employees currently do.
- The business May relocate some distance from its current site, perhaps to another country.
139
How do you decide on which employees to make redundant?
- How productive employees are.
- How often employees have been late or absent from work in the past.
- How old an employee is.
140
What are legal controls over employment issues?
- Contracts of employment.
- Discrimination.
- Health and safety.
- Minimum wage.
- Unfair dismissal.
141
What is a contract of employment?
It is illegally binding agreement between the employer and the employee and it will include details such as:
- the name of the employer
- the name of the employee
- the date of commencement of employment
- number of hours the employees expected to work
- the number of holidays they will receive
- the period of time that employees have to give their employer if they wish to leave their employment.
It removes any misunderstanding that could arise over issues such as hours of work, rate of pay on holidays.
142
What happens if the employer breaks the contract?
The employee could take legal action against the employer.
143
What happens if the employee breaks the contract?
The employer could dismiss the employee for breaking their contract.
144
What is unfair dismissal?
This includes the legal right not to be dismissed from their job without good reason.
145
What is discrimination?
Laws to prevent discrimination on the grounds of gender, race, colour, religion, disability and age are the most common.
146
What is health and safety?
Health and safety laws aim to protect employees from injury or physical discomfort. These laws also require the employees not to do anything that might cause harm or injury to their fellow employees.
147
What is minimum wage?
Minimum wage laws state that an employee cannot be paid less than a certain rate per hour. This is to prevent employers from exploiting employees by paying very low wages.
148
What is the purpose of communication?
To ensure that all parts of a business's operations run smoothly.
149
What are the two types of business communication?
- Internal communication.
- External communication.
150
What is internal communication?
Internal communication is where employees communicate with each other.
151
What is external communication?
External communication involves communicating with people and organisations outside the business - the business is stakeholders.
152
What is communication media?
The method used to communicate a message.
153
When will communication be effective?
- The message is sent using the correct communication medium.
- The message is sent and received by the right person.
- The receiver understands the message.
- The receiver provides feedback to the sender to confirm that they have received and understood the message.
154
What is feedback?
The receiver's response to a message.
155
What is effective communication?
Information pass between two or more people or groups, with feedback to confirm that the message has been received and understood.
156
What are the benefits of effective communication?
- Reduces the risk of mistakes.
- Enables faster decision making.
- Enables quicker responses to Market changes.
- Improves coordination between departments.
- Improves the morale and motivation of the workforce.
- Improves customer relationships.
157
What is two-way communication?
The receiver is allowed to respond to the message and the sender listens to the response.
158
What are the methods of communication?
- Oral communication.
- Written communication.
- Electronic communication.
- Visual communication.
159
What is oral communication?
This is communication using the spoken word, for example meetings and telephone calls.
- It is most appropriate to used when something needs to be discussed between two or more people.
160
What are the advantages of oral communication?
- Personal contact between sender and receiver.
- Allows for immediate feedback.
- Language use can be altered to the needs of the receiver.
161
What are the disadvantages of oral communication?
- No permanent record.
- Receiver might not listen.
- Receiver might not hear the message correctly because of noise
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What is written communication?
Written forms of communication provide a permanent record of a message and can be looked at more than once to check understanding.
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What are the main forms of written communication?
- Letter
- Memorandum
- Agenda
- Minutes of meeting
- Job description
- Purchase order
- Invoice
- Company magazine
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What are the advantages of written communication?
- Provides a permanent record.
- Can be used to check the receiver more than once, to check understanding.
- Can be used by many receivers.
- The message cannot be changed.
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What are the disadvantages of written communication?
- No personal contact.
- Feedback is slower.
- Might not be understood because of the language is too complex, or the messages too long
- Time consuming for both sender and receiver.
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What is electronic communication?
Many businesses communicate with customers and suppliers via email, and text messaging.
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What are the advantages of electronic communication?
- Very quick.
- Some methods provide a permanent record and can be looked at more than once to check understanding.
- Can be sent to many receivers at the same time.
- Can be used to create more interesting messages.
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What are the disadvantages of electronic communication?
- Not everyone has access to the equipment needed.
- Equipment and software can be expensive.
- No personal contact - except for video conferencing.
- Risk of the message being received by people who is is not intended for, so there's a loss of confidentiality.
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What is visual communication?
The effectiveness of business presentations and information to internal and external stakeholders can be improved with the use of graphs and charts. Visual communication methods may be used when trying to explain this difficult Concepts.
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What are the advantages of visual communication?
- Can simplify complex data so it is more easily understood.
- Creates interest and grabs the attention of receivers.
- Receivers often remember visual images, especially if moving images are used.
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What are the disadvantages of visual communication?
- Some detail might be lost.
- Different receivers might interpret the information differently.
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How do you choose the method of communication?
- How urgent the message is.
- The length and complexity of the message.
- How many people need to receive the message.
- How far away the receiver is from the sender.
- How important it is for all receivers to receive the message at the same time.
- The cost of media.
- How important it is to have a written record of the communication.
- If the method requires discussion.
- How confidential the message is.
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What are the three main problems with communication
- Problems with the channel of communication.
- Problems between senders and receivers.
- Problems with the physical environment.
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What is the cause if there are problems with the communication channel?
- The wrong medium is used.
- The language used is too complex or too technical for the receiver to understand.
- Too much information is being communicated in one message.
- The channel of communication is too long.
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What is the cause if there are problems between senders and receivers?
- Lack of trust and respect between the sender and the receiver.
- Demotivated employees don't listen to the message properly.
- Poorly disciplined employees do not pass on the message to others.
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What is the cause if there are problems with the physical environment?
- Too much noise between the sender and the receiver.
- Too much distance between the sender and the receiver; the further apart the sender and the receiver are the more difficult it is to have face-to-face conversations.
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What are some problems that can occur from barriers to effective communication?
- Tasks are not completed, or are completed incorrectly.
- The reputation of the business may be damaged, leading to a loss of customers.
- The level of employee morale and motivation falls.
- Higher risk of accidents in the workplace.
- Poor sales.
- Recruitment and selection problems
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How are communication barriers reduced or removed?
- Make sure that the language used is appropriate for the receiver.
- Keep the channel of communication as short as possible.
- The sender must always insist on receiving feedback as this shows that the message has been received and understood.
- The sender must use the most appropriate medium for the message.
- Physical barriers, such as noise, should be removed.
- Management must build a culture of trust and respect between all employees.
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