Business communication

Question 1

What does the communication process imply?

Answer 1

Transmission of information
Connecting people
Dynamic two-way process

Question 2

What are the various steps of the communication process?

Answer 2

idea of sender => encodes into words => transmit information w/ a communication channel => message received => decode message by receiver => feedback

Question 3

What is a communication channel?

Answer 3

Manners in which the message is sent
- Oral communication
- Written messages

Question 4

What is a feedback?

Answer 4

Reaction, answer

Question 5

Give examples of nonverbal communication.

Answer 5

• Kinesics = body language
• Facial/eye behaviour
• Paralanguage

Question 6

What is paralanguage?

Answer 6

Ways people show what they mean other than by words (voice volume, speech rate)

Question 7

What does business communication mean?

Answer 7

Sending and receiving effective communications within a corporation, organization, or business

Question 8

What is the difference between internal communication and external communication?

Answer 8

Internal communication:
- Transmitting/exchanging information within the organisation.
- The exchange of information and ideas within an organisation

External communication:
- links the organisation with the outside world
- any information that is distributed by the company to the public about :
o The business itself
o The products and services you offer
- exchange messages with people outside the org

Question 9

What does internal communication aim at?

Answer 9

o Developing connection btw departments and business units
o Developing collaboration
o Improving productivity

Question 10

What are the two types of internal communication?

Answer 10

• Horizontal communication
• Vertical communication

Question 11

What does horizontal communication consist in?

Answer 11

• Btw people who have the same hierarchical position in the company
  o Written + oral message (= face to face, phone, etc)
  o Informal
• Major objective : coordinate the activities of the various departments

Question 12

What does vertical communication consist in?

Answer 12

• Btw superiors and subordinates
  o Written media (letters, emails, …)
  o More formal
  o Passes through a long line of communication (=> intermediary)
• Objective : give :
  o Orders
  o Directives
  To the subordinates in downward direction

Question 13

What does external communication aim at?

Answer 13

Maintain relationships w/ external parties
- Informing customers : depends on the successful com w/ customers  need for every business to inform them about :
o Existing facilities of the company
o New products
o Problems, problems solved, …
- Maintain relationships w/ shareholders
- Communicating w/ financial institutions (bank and insurance)
- Communicate w/ suppliers : current contact to ensure timely and proper supply of raw materials
- Communicating w/ government agencies : essential because every company must obey rules and regulations of gov
o Tax authorities
o Licensing authorities
o Foreign trade authorities, …
- Promote the company + increase revenue

Question 14

What is a stakeholder?

Answer 14

A person, group or organization with a vested interest, or stake, in the decision-making and activities of a business, organization or project.