12. Perspectives on Communication

Question 0

Why is effective communication difficult to get right?

Answer 0

Because of the subjectivity of senders and receivers

Question 1

By EFFECTIVE communication, we mean the right mix of…

Answer 1

Message
Means
Timing and frequency
Senders and recipients

Question 2

What are the risk factors inherent in communication?

Answer 2

Political
Psychological
Social
Economic
Historical
Cultural
Linguistic
Technological
and Physical circumstances

Question 3

What are the three basic models of communication?

Answer 3

Contextual
Negotiated
Technical

Question 4

What are the six components of the Shannon-Weaver technical model of communication?

Answer 4

Information source
Message
Encoder
Channel
Decoder
Receiver

Question 5

— may alter or disrupt a message as it passes through the communication channel.

Answer 5

NOISE

Question 6

In what way is the Shannon-Weaver technical model of communication limited?

Answer 6

It does not take into account the complexity of normal communication, which includes non-verbal cues, context, subtext, etc. It also lacks a FEEDBACK loop.

Question 7

What are the five principles for encoding a message effectively?

Answer 7

Relevance
Simplicity
Organised
Repetition
Focus

Question 8

The — model of communication takes into account wider contextual factors such as non-verbal cues, relationships, culture and so on.

Answer 8

Contextual

Question 9

What are the three basic types of communication channels?

Answer 9

Face to face (one to one or one to many)
Verbal electronic (telephone, voicemail)
Written (personal or impersonal)

Question 10

Communication channels can be distinguished by their information r—, the volume of information transferred from the sender to the receiver.

Answer 10

Richness

Question 11

Information richness is…

Answer 11

The volume of information transferred from sender to receiver.

Question 12

What are the five primary functions of communication in an organisation?

Answer 12

Leading, motivating and influencing
Compliance gaining
Sense-making
Problem solving and decision making
Conflict management, negotiation and bargaining

Question 13

What are the three LEVELS of communication?

Answer 13

Micro (interpersonal)
Meso (group, organisational and inter-organisational)
Macro (mass communication)

Question 14

What are the three DIRECTIONS of communication?

Answer 14

Vertical (up and down formal lines of authority)
Lateral (between staff at same level of seniority)
Diagonal (between staff at different levels and in different divisions and teams)

Question 15

The — communication direction predominates in traditional hierarchical organisations.

Answer 15

Vertical

Question 16

The — communication direction has more importance as organisations have moved to flatter structures.

Answer 16

Lateral

Question 17

As a task increases in complexity or uncertainty, a c— communication structure hinders innovation and creativity.

Answer 17

Centralised

Question 18

In what two areas, particularly, is the internal auditor concerned about communication?

Answer 18

Communicating risk and assurance

Auditing communication strategies and structures

Question 19

What is internal audits primary concern with respect to communicating risk and assurance?

Answer 19

It has to be able to translate the dialogue of various organisational operations into the language of risk and assurance, i.e., in relation to organisational objectives.

Question 20

What areas of an organisation’s communications strategy might be subject to an internal audit?

Answer 20

VISION for communication practices
Communication GOALS and OUTCOMES
Identification of TARGET GROUPS with whom to communicate
Developing MESSAGES and MATERIALS
Selecting CHANNELS and MEDIA
Assessing the COMPETITIVE ENVIRONMENT
Monitoring the EFFECTIVENESS of communication practices