3.3 Communication in Business

Question 1

Define communication.

Answer 1

The transmission of a message from a sender to a receiver through a means of communication.

Question 2

Define digital communication.

Answer 2

The exchange of information electronically using ICT.

Question 3

Define written communication.

Answer 3

Communication by written words and diagrams - text, email and letters.

Question 4

What is feedback?

Answer 4

The response made by a person who receives communication to indicate that they have, or have not, understood the message.

Question 5

What is internal communication?

Answer 5

Communication between people employed in the same organisation.

Question 6

What is vertical communication?

Answer 6

Communication up or down the hierarchy within an organisation.

Question 7

What is horizontal communication?

Answer 7

Communication between people on the same level of the hierarchy within an organisation.

Question 8

What is external communication.

Answer 8

Communication between people in an organisation and others outside the organisation.

Question 9

What is formal communication?

Answer 9

Communication that takes place using the official channels of communication within an organisation.

Question 10

What is informal communication?

Answer 10

Communication that takes place outside of the official channels of communication within an organisation.

Question 11

Define verbal communication.

Answer 11

Communication by speaking - meetings, telephone, video conferencing.

Question 12

What is social media?

Answer 12

Online applications that allow people to create and share content to participate in social networking.

Question 13

What is one-way communication?

Answer 13

When a message is sent but there is no reply.

Question 14

Why is feedback important?

Answer 14

Feedback makes it clear that the message sent has been received and understood.

Question 15

What is two-way communication?

Answer 15

When a message is sent and the person receiving the message can reply.

Question 16

State two advantages of verbal communication.

Answer 16

The sender can check the message has been understood by asking for feedback.
Points can be emphasised using tone of voice.
Diagrams, pictures could be used to help explain.

Question 17

State two disadvantages of verbal communication.

Answer 17

May not be easy to hear or understand if there are a lot of people around.
Receiver may disrupt/interrupt.
No permanent record.
Expensive if travelling to meet face to face.

Question 18

List three methods of written communication.

Answer 18

Phone
Meeting
Presentation

Question 19

List four methods of written communication.

Answer 19

Letters
Emails 
Texts
Social media
Websites

Question 20

State two advantages of written communication.

Answer 20

There is a record.
Receiver can re-read if necessary to aid understanding.
Message can be sent to multiple receivers.
Can avoid confrontation.
Can be fast - email and text.

Question 21

State two disadvantages of written communication.

Answer 21

Not always possible to check the receiver has understood.
The message may not be received.
Receiver may not understand - language used.
Emails get lost in spam.

Question 22

State three benefits of communicating using social media.

Answer 22

Huge number of users.
Can be updated regularly.
Can use visual images to enhance.
Cheaper than TV.
Can allow feedback.
Customers can share information.

Question 23

State two disadvantages of communicating using social media.

Answer 23

Must be managed - updated and feedback given regularly.

Difficult to measure effectiveness.

Question 24

State three benefits of communicating using websites.

Answer 24

Promote to millions of potential customers.
Operate 24/7.
Detailed information can be given.
Images can be used.
'Chat' facilities can be used.
Relatively cheap to operate.

Question 25

State two disadvantages of communicating using websites.

Answer 25

Risk of crashing.
Business can receive a lot of spam emails.
Need to be updated and maintained regularly.
No everyone likes to use websites.