3. Communication ✅ Flashcards
Why is Effective Communications Important?
+ Corporate Image - Customers can enjoy a positive
relationship with the business
+ Workers are better informed and better decision making takes place
+ Staff understand their roles and responsibilities better
+ Staff motivation improves
+ Greater productivity and quality
+ The global world – effective communication is essential when dealing with different cultures and languages etc
What are the 12 barriers to effective communication?
• Jargon – using language or abbreviations
which are unfamiliar
• Noise – distractions make the message
difficult to hear and understand
• Delays – communication should be as
immediate as possible
• Too many people – to achieve accuracy,
communication needs to be given directly from the sender to the receiver.
• Wrong channel – complicated instructions would be better written down. If detailed instructions are given over the telephone for example, they may not be
understood fully.
• Inefficient use of equipment – electronic mail is an excellent means of communication but its benefits are lost if, for example, the receiver does not open the mailbox regularly.
• Poor technology – information may be lost or misunderstood if the quality of the reproduced message is poor.
• Timing – information may be received about available goods or available services at a time when the receiver is not interested.
• Poor feedback – if the receiver gives some feedback, it acts as proof that the message has been understood.
• Language – different language and local dialect.
• Cultural difference – message may be lost between countries due to cultural differences.
• Physical disabilities - such as hearing problems or speech difficulties
What are the 8 consequences to ineffective communication?
Low Efficiency
Low Morale
Decreased innovation
Decreased productivity
Mistakes
Loss of profits and business
Loss of staff
Poorer quality
What is a business report?
Reports- A report is a business document with detailed written information on a business activity etc. It is formal in nature and format is structured.
Business reports convey information in a format that is more formal and usually longer than a letter. Reports cover a variety of topics, such as safety compliance, sales figures, financial data, feasibility studies and marketing plans. They may include statistics, charts, graphs, images, case studies and survey results. Some reports are published for the benefit of investors. If a report is periodic, such as a monthly sales report, a template is used for convenience and to enable comparison with previous reports.
What is a business letter?
Letters – A business letter is used to communicate formally with customers /
employees / suppliers etc. It is usually word processed on letter headed paper.
Business letters are used to communicate with individuals outside of the business. Recipients may include customers, colleagues in other businesses, service providers, professionals who advise the business, government officials and job applicants. A business letter is usually formatted in block style, in which all of the elements of the letter, except the letterhead, are aligned with the left margin. It can be emailed or delivered by mail.
What is a business agenda?
Agendas – An agenda is sent to those attending a formal meeting before the meeting starts. It contains a list of topics to be discussed at the meeting. The meeting then follows this structure when it takes place.
Agenda means “Things to be done”. A
meeting agenda is the list of items that
participants hope to accomplish at a meeting. The agenda should be distributed to participants several days in advance of a meeting, minimally 24 hours, so that
participants have the opportunity to prepare for the meeting.
What will an agenda say? (X9)
- Date of meeting
- Time of meeting
- Location of meeting
- Attendees
- Minutes of last meetng
- Matters arising
- Topics listed for this meeting
- AOB
- Date of next meeting
What are business minutes?
Minutes – Minutes are a word processed record of the discussions, decisions and actions taken in a meeting. They are formal in nature and keep as a record of what has happened for future reference.
Minutes serve as an official record. This means you will have to take notes during the meeting and submit a report that provides details of what transpired. This isn’t a task reserved for
secretaries only. Any person who attends a meeting may be asked to take notes. Accuracy is of the utmost importance.
What is included in minutes?
- Date
- Apologies
- Previous attendee’s minutes passed or amended
- What discussions took place
- Decisions made
- Actions which need to take place
- Date / time / location of next meeting
What 6 ways can businesses communicate digitally?
Websites
Intranet
Video Conferencing
Voice Over Internet Protocol (VOIP)
What are the advantages of using social media for business communication?
Connecting – businesses are now posting information on their products or services via social media as a way of connecting with their customers.
Speed – businesses can post messages instantly etc to their customers
Advertising – businesses can post offers, promotions, competitions so that customers can like/ share / follow. Which advertises the company to their friends etc. Great way to market their product to the world.
Time – social media can be accessed 24/7 so customers can visit and see what is happening / find out information etc.
Contact – to join social media you need to provide some personal information which makes it easier for businesses to communicate and target customers
What are the 4 disadvantages of using social media to communicate in a business?
Information Overload – too much information being passed on / offers etc that customers can be switched off.
Competition – it is much easier for customers to compare your prices
/ offers etc with rival businesses.
Negative Comments – customers can make negative comments which are untrue or unfair.
Privacy – businesses lose their privacy.
What are the 7 advantages of using a website for business communication?
Can sell and advertise your product 24/7
Can communicate with a wider audience
No need to communicate face-to-face, no need for high street premises
More information about the business can be communicated to customer
Communication can be instant if required
Communication can be via videos / demonstrations
Costs – instruction manuals downloadable rather than having to print
etc
What are the 3 disadvantages of using a website for business communication?
Cost to construct / maintain / security the website
Website Optimisation – your business can get lost in the vast amounts of websites available unless you use a lot of money to promote it
Cost of staff / warehouse to run an online business
