1. Achieving Success

Question 1

Communication definition

Answer 1

transferring information and meaning between senders and receivers
- sharing data, information, insights, and inspiration

Question 2

Stakeholders

Answer 2

groups affected in some way by the company’s actions: customers, employees, shareholders, suppliers

Question 3

Make communication as effective as possible by

Answer 3

practical, factual, concise, clear, persuasive

Question 4

globalization

Answer 4

increasing effort to reach across international borders

Question 5

workforce diversity

Answer 5

differences among the people you come into contact with on the job

Question 6

knowledge workers

Answer 6

employees who specialise in acquiring, processing and communicating information

Question 7

flat organisational structures

Answer 7

1. help communication flow faster and with fewer disruptions and distortions
2. require more individual responsibility for communication - particularly in the horizontal direction

Question 8

matrix structure

Answer 8

employees report to two managers at the same time (increased communication burden)

Question 9

network structure

Answer 9

sometimes known as virtual organisation, company supplements the talents of its employees with services from one or more external partners

Question 10

formal communication network

Answer 10

ideas and information flow along the lines of command in three directions; downward (higher management to lower employees); upward (employees to management) and horizontally (shared between peers)

Question 11

informal communication network

Answer 11

referred to as the grapevine or the rumor mill; personal conversations, emails, texts, phone calls

Question 12

audience centred approach

Answer 12

involves understanding and respecting the members of your audience and making every effort to get your message across in a way that is meaningful to them

Question 13

Basic Communication model

Answer 13

• sender has an idea
• sender encodes the idea as a message
• sender produces the message in a medium
• sender transmits the message through a channel
• audience receives the message
• audience decodes the message
• audience responds to message
• audience provides feedback

Question 14

for an audience member to receive a message the receiver has to

Answer 14

sense the presence of a message
select it from all the other messages
perceive it as an actual message

Question 15

What affects message decoding?

Answer 15

1. Culture
2. Individual beliefs
3. biases
4. selective perception
5. language/usage
6. individual thinking styles

Question 16

selective perception

Answer 16

occurs when people distort threatening or confusing information to make it fit their perceptions of reality

Question 17

social communication model

Answer 17

interactive and conversational

Question 18

how does the social communication model change business communication

Answer 18

• customers and other stakeholders participate in, influence and often take control of conversations in the marketplace
• rely on each other for information about products, offer technical support, and even participate in group buying using social tools
• social media tools can increase the speed of communication, lower communication costs, improve access to pockets of expertise and boost employee satisfaction

Question 19

to use communication technology effectively you need to:

Answer 19

• keep technology in perspective
• guard against information overload and information addiction
• use technological tools productively
• disengage from the computer frequently to communicate in person

Question 20

information overload

Answer 20

people receive more information than they can effectively process

Question 21

list 3 problems with technological tools

Answer 21

1. information tools can waste as much time as they save
2. inappropriate web use not only distracts employees from work responsibilities but can leave employers open to lawsuits
3. social media can expose confidential information or damage a firms reputation

Question 22

ethics

Answer 22

principles of conduct that govern behaviour within a society

Question 23

ethical communication

Answer 23

• includes all relevant information
• is true in every sense
• is not deceptive in anyway

Question 24

ethical dilemma

Answer 24

..

Question 25

ethical lapse

Answer 25

mistake or error in judgement that produces a harmful outcome

Question 26

code of ethics

Answer 26

written policy of ethics guidelines that helps employees determine what is acceptable