3.3 Communication in Business Flashcards
Define communication.
The transmission of a message from a sender to a receiver through a means of communication.
Define digital communication.
The exchange of information electronically using ICT.
Define written communication.
Communication by written words and diagrams - text, email and letters.
What is feedback?
The response made by a person who receives communication to indicate that they have, or have not, understood the message.
What is internal communication?
Communication between people employed in the same organisation.
What is vertical communication?
Communication up or down the hierarchy within an organisation.
What is horizontal communication?
Communication between people on the same level of the hierarchy within an organisation.
What is external communication.
Communication between people in an organisation and others outside the organisation.
What is formal communication?
Communication that takes place using the official channels of communication within an organisation.
What is informal communication?
Communication that takes place outside of the official channels of communication within an organisation.
Define verbal communication.
Communication by speaking - meetings, telephone, video conferencing.
What is social media?
Online applications that allow people to create and share content to participate in social networking.
What is one-way communication?
When a message is sent but there is no reply.
Why is feedback important?
Feedback makes it clear that the message sent has been received and understood.
What is two-way communication?
When a message is sent and the person receiving the message can reply.
State two advantages of verbal communication.
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.
State two disadvantages of verbal communication.
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.
List three methods of written communication.
Phone
Meeting
Presentation
List four methods of written communication.
Letters Emails Texts Social media Websites
State two advantages of written communication.
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.
State two disadvantages of written communication.
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.
State three benefits of communicating using social media.
Huge number of users. Can be updated regularly. Can use visual images to enhance. Cheaper than TV. Can allow feedback. Customers can share information.
State two disadvantages of communicating using social media.
Must be managed - updated and feedback given regularly.
Difficult to measure effectiveness.
State three benefits of communicating using websites.
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.
