unit 7

Question 1

what is communication

Answer 1

it is essential part of our daily lives, especially within organisations

Question 2

what does communication help

Answer 2

helps build relationships
achieve productivity and maintain strong workforce

Question 3

what does poor communication lead too

Answer 3

breakdown in relationships and staff becoming demotivated

Question 4

what are some benefits of good communication

Answer 4

• increase in staff morale
• improve staff satisfaction
• increase in staff loyalty
• build relationships
• effective working team

Question 5

what is verbal communication

Answer 5

speaking, asking questions

Question 6

what is non-verbal communication

Answer 6

eye contact, body language, active listening, self-awareness

Question 7

what is social communication

Answer 7

merging verbal & non-verbal communication and incorporating interpersonal skills

Question 8

what is written communication

Answer 8

email, memo, forms, online content, social media, contracts

Question 9

what is visual communication

Answer 9

infographics, presentations, interactive content, motion graphics, images

Question 10

what is audience communication

Answer 10

managers, peers, customers, suppliers and colleagues

Question 11

why does a business need communication

Answer 11

1. good relationships
2. marketing
3. creating and maintaining trade
4. recruiting new employees

Question 12

what is tone

Answer 12

refers to the emotions and feelings in a person’s voice

Question 13

what is pitch

Answer 13

refers to how high or low a person’s voice is

Question 14

why is articulation and pronunciation important

Answer 14

so people can understand and if they speak a different language

Question 15

what is volume

Answer 15

how loudly or softly a person speaks

Question 16

what is tempo

Answer 16

how slowly or quickly they speak

Question 17

what is acoustics

Answer 17

communication relying on the hearing of the receiver, which includes voice elements

Question 18

what is visual semiology

Answer 18

communication relying on the sight of the receiver

Question 19

why is eye contact important

Answer 19

• builds rapport between sender and receiver
• maintains trust
• indicates confidence level
• indicates interest and willingness to listen

Question 20

what are some positive body lanuage

Answer 20

• open hands, arm or palms
• firm handshakes
• sitting or standing upright
• smiling
• making eye contact

Question 21

what is an example of written communication

Answer 21

email
one of the best form of communication within a business

Question 22

what is testimonials

Answer 22

customers giving positive feedback about their experiences with specific service or products

Question 23

what is an e-book

Answer 23

an electronic copy of a book that a customer can purchase online

Question 24

what is a webinar

Answer 24

an online seminar that different participants can attend online or usually for training purposes

Question 25

what is direct marketing

Answer 25

a marketing approach targeting customers personally to introduce them to products and services

Question 26

what are infographics

Answer 26

a clear and visual representation of data and information

Question 27

what are the 3 things a speaker needs to consider when doing a presentation

Answer 27

1. size 2. type 3. education level of audience

Question 28

what is self management

Answer 28

is your ability to regulate your behaviours, thoughts and emotions in a productive way

Question 29

what are the 3 points on the quality triangle

Answer 29

1. scope 2. resources 3. schedule

Question 30

what are the 4 types of unconscious bias

Answer 30

1. affinity bias 2. perception bias 3. halo effect 4. confirmation bias

Question 31

what is affinity bias

Answer 31

feeling a connection to those similar to us

Question 32

what is perception bias

Answer 32

stereotypes and assumptions about different groups

Question 33

what is the halo effect

Answer 33

projecting positive qualities onto people without actually knowing them

Question 34

what is confirmation bias

Answer 34

looking to confirm our own opinions and pre-existing ideas

Question 35

what is pull marketing

Answer 35

targets existing customers to stay loyal and buy products by pulling them to the product and services

Question 36

what is push marketing

Answer 36

focuses more on new customers and pushing products and services to them