Business communication

Question 1

What does the communication process imply?

Answer 1

A transmission of information = meanings are exchanged among people through the use of words

Question 2

What type of word is information?

Answer 2

A means of connecting people = a dynamic two-way process a sender and a receiver

Question 3

What are the various steps of the communication process?

Answer 3

• The sender has an idea
• The sender encodes the idea
• The sender transmits the message
• The receiver gets the message
• The receiver decodes the message
• The receiver sends a feedback (an answer oral or writer but it can be also a reaction)

Question 4

What is a communication channel?

Answer 4

Oral or writer communication

Question 5

What is a feedback?

Answer 5

= The receiver’s reaction

Question 6

Give examples of nonverbal communication.

Answer 6

Without using words
- Kinesics
- Facial and eye behaviour
- Paralanguage

Question 7

What does body language refer to?

Answer 7

Kinesics refers to body language

Question 8

What is paralanguage?

Answer 8

Consist of voice-volume, speech rate, and pitch (intonation) facon don’t on parle. Ex when you speak
very quickly, a sign of nervousness

Question 9

What is the difference between internal communication and external communication?

Answer 9

Internal communication = communication within an organisation
External communication = how a company shares information to promote its product or services to
potential consumers.

Question 10

What is the corporate image?

Answer 10

History and values + how they are shared how people and organisations perceive the process of
communication internally and externally.

Question 11

What does internal communication aim at?

Answer 11

Internal communication refers to engaging information among the people within the organization

Question 12

What are the two types of internal communication?

Answer 12

Horizontal and vertical communication

Question 13

What does horizontal communication consist in?

Answer 13

• Short line direct communication.
• The objective is to coordinate the activities of the various departments of the business
• Between people having the same hierarchical position

Question 14

What does vertical communication consist in?

Answer 14

• Between superiors and subordinates (more formal than horizontal communication)
• Written media
• Passing through a long line of communication

Question 15

What are the objectives of vertical communication?

Answer 15

• Give orders, instructions, and directives to the subordinates in downward [descendant]
  direction.
• Feedback direction receive suggestions, opinions, and feedback from subordinates in upward
  [montant] direction.

Question 16

What is a stakeholder?

Answer 16

A person, a group or an organisation that has interest in an organisation. Stakeholders can affect and
be affected by the organisation’s actions, objectives, and policies.

Question 17

What does external communication aim at?

Answer 17

Informing customers, maintaining relationship with shareholders, communicating with financial
institutions/with suppliers/with government agencies

Question 18

What channels can be used for external communication?

Answer 18

internet, face to face meetings, virtual discussion forum, advertising, press releases, financial records

Question 19

What are the benefits and the drawbacks of using social media as a means of external
communication?

Answer 19

Drawbacks: public backlash
Benefits: easy way to reach target customers, cost-effective means of promotion