16 The importance of good communication

Question 1

Define communication

Answer 1

The sending and receiving of messages

Question 2

Define communciation channels

Answer 2

Routes along which information might travel in a business

Question 3

Define downward communication

Answer 3

Passing messages from the top of the organisation to those at the bottom

Question 4

Explain the importance of downward communication

Answer 4

Subordinates are able to work effectively

Because they look to their managers for leadership and guidance
Leads to knowing how to do tasks the best way possible
Therefore producing better output for the business

Question 5

Define upward communication

Answer 5

Passing messages from the bottom of an organisation to those at the top

Question 6

Explain the importance of upward communication

Answer 6

Helps managers to understand the views and needs of subordinates

Because subordinates can give feedback easily
Leads to managers being able to solve these issues
Therefore better workplace and subordinates feeling more valued

Question 7

Define horizontal communication

Answer 7

Exchange of information between parties on the same level in an organisation’s hierarchy

Question 8

Define internal communication

Answer 8

Communication between people inside the business

Question 9

Define external communication

Answer 9

Communication between the business and those outside such as customers, investor or the authorities

Question 10

Define formal communication

Answer 10

Use of recognised channels when communicating

Question 11

Define informal communication

Answer 11

Use of non-approved channels when communicating

Question 12

Explain the effect of poor communication

Answer 12

Mistakes occur

Because there may be misunderstandings in tasks
Leads to having to repeat tasks
Therefore increase in costs and waste in time

Question 13

Explain the advantage of electronic communication

Answer 13

Employees can refer back to discussions

Because record of message is kept
Leads to employees being able to remember what they need to do
Therefore preventing mistakes

Question 14

Explain the disadvantage of electronic communication

Answer 14

Not reliable

Because technological breakdown can occur
Leads to possible delay in communication
Therefore employees not being able to do their tasks effectively

Question 15

Explain the advantage of face-to-face communication

Answer 15

Saves time

Because it allows immediate feedback
Leads to more cooperation
Therefore new ideas to be generated

Question 16

Explain the disadvantage of face-to-face communication

Answer 16

Employees can’t refer back to discussions

Because record of message is not kept
Leads to employees possibly not fully remembering what they need to do
Therefore mistakes can occur