3.8 Communicating Flashcards
What is communication?
The exchange of information between two or more parties. The receiver processes the message and takes action.
What are the principles of effective communication?
- Appropriate language: No technical language = receiver won’t understand.
- Confidentiality: Correct method chosen if confidential, e.g., sales data = meeting, face to face.
- Feedback: Should be given as it gives the receiver an opportunity to seek clarification = reducing errors.
- Accuracy: All facts in the message should be correct & the sender should have up-to-date knowledge on the topic.
What is internal communication?
Occurs between two or more people in an organisation, e.g., employee - employer.
Examples include email, memos, notice board & intercom.
What is upward communication?
Employees report up to the chain of demand, e.g., marketing assistant - marketing manager. It can be requesting information or offering suggestions.
What is downward communication?
Information is sent down the chain of demand, e.g., finance manager - accountant. Management gives instructions or delegates tasks.
What is horizontal communication?
Communication between people at the same level in an organisation, e.g., employee - employee.
Example includes idea generation.
What is external communication?
Takes place between the business and external stakeholders, e.g., consumers & suppliers.
Examples include telephone, website, video conferencing & letters.
What are meetings used for?
To exchange information between 2 or more people, e.g., to discuss topics with the purpose of making a decision.
Why are meetings held?
- Share information: e.g., sales targets between management & staff.
- Decision making: People with different skills & experience come together to make decisions for the business.
- Problem solving: People meet to brainstorm ideas/solutions to problems experienced in the organisation, e.g., decrease in sales.
- Confidential: Face-to-face for sensitive issues such as redundancy.
What is a notice?
An invitation for people to attend a meeting. It informs them on the date, time & venue.
What is an agenda?
A list of topics to be discussed at a meeting, listed in order. Drawn up by the secretary with assistance from the chairperson.
What are minutes?
A record of the meeting taken by the secretary, providing a summary of what was discussed, the people present & decisions made.
What is the role of the chairperson?
Responsible for opening, running & closing the meeting, elected by the members. Has a casting vote in case of a tie, works with the secretary on notice & agenda, and ensures everyone gets a say.
What is a quorum?
The minimum number of members who must be present for a business meeting to occur. If not reached, the meeting is postponed.
What are standing orders?
The rules of running a meeting, e.g., each person only has 5 minutes to speak.
What is a point of order?
When an attendee draws attention to the fact that a standing order has been broken.
What is a proxy?
The proxy votes in accordance with the instructions given by the person who cannot attend.
What is the role of the secretary?
Responsible for organising the meeting, including venue, time, notice & agenda, and minutes. Assists the chairperson.
What is an AGM?
A meeting held once a year attended by the directors & shareholders of a limited company. Shareholders elect the board of directors & appoint the auditors.
What is an EGM?
Meeting of the board of directors & shareholders to discuss an urgent issue, e.g., a takeover bid. This cannot wait until the AGM.
What is a board meeting?
Attended by the firm’s board of directors, usually held at regular intervals, e.g., once a month, to discuss business performance & outline future plans.
What is a statutory meeting?
A meeting that must be held once in the life of a company, informing shareholders about the business affairs of the firm.
What is an ad hoc meeting?
A meeting that takes place at short notice to discuss a matter that has unexpectedly arisen but needs to be resolved quickly.
What is a general meeting?
Meetings held on a regular basis between management and employees to discuss topics such as planning & marketing.
