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CAFM - Professional Development > Business Communications > Flashcards

Business Communications Flashcards

1
Q

Define internal and external communications. Identify the target audiences of each.

A

Internal communications are directed towards employees, managers, and leadership. External communications target customers, shareholders, partners, suppliers, and the community.

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2
Q

Define and give examples of formal communication.

A

the means and channels of communication established by the organization.

Example: Reporting, SOPs, policies.

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3
Q

How can informal communication benefit or harm an organization?

A

Informal communication can lead to destructive gossip or the release of confidential information.

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4
Q

What are the advantages and disadvantages of face-to-face communication?

A

Advantages: immediate, conveys emotions, personal connection.
Disadvantages: no records until recorded.

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5
Q

What are the advantages and disadvantages of video teleconferencing (VTC)?

A

Advantages: can replace costly travel. Disadvantages: need access to technology.

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6
Q

What are the advantages and disadvantages of telephone communication?

A

Advantages: immediate. Disadvantages: perceived as impersonal.

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7
Q

What are the advantages and disadvantages of formal reports?

A

Advantages: permanent record, detailed, structured layout.
Disadvantages: time-consuming, resources required.

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8
Q

What are the advantages and disadvantages of emails?

A

Advantages: immediate, quick, written record.
Disadvantages: overload, perceived as informal.

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9
Q

What factors determine the most appropriate form of communication?

A

Factors include:
the purpose of the message
length of the message
speed required
amount of feedback needed
confidentiality
cost

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10
Q

What can a case study be used for?

A

A case study can summarize issues an organization may be facing, to analyze potential solutions, make recommendations, and implement plans.

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11
Q

Identify and describe the formal seven-step process used in the analysis of a case study.

A
  1. Analyze the competitive environment
  2. Analyze the firm
  3. Identify key change drivers
  4. Identify key management issues
  5. Test hypothesis with frameworks and models
  6. Develop recommended strategy
  7. Implement.
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12
Q

What general factors should be considered in Step One of a case study?

A

Consider environmental factors like the global economic environment, social factors, technological factors, and government impact.

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13
Q

What elements should be included in a case study?

A

Cover page
Executive summary
Main body
Recommendations
Implementation plan
References
Appendices

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14
Q

What is the purpose of the Executive Summary?

A

The Executive Summary serves as a road map through the report, highlighting the main issues, alternatives, and recommendations elaborated in the report.

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15
Q

How do you identify the problem statement?

A

The problem statement is a complete statement of the entire problem, addressing all aspects of the issue.

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16
Q

What is the difference between facts and assumptions?

A

Facts contain information, while assumptions are made when some information is missing.

17
Q

What is the purpose of the business plan?

A

The business plan is a framework document that outlines what the organization intends to accomplish and how.

18
Q

Describe the sections of the business plan.

A

Sections include:
Executive summary
Company or department analysis
Industry analysis
Customer analysis
Competition analysis
Marketing plan
Operations plan
Management team
Financial plan
Appendix

19
Q

Why are reports important?

A

Reports serve as a conduit for conveying information to a specific audience.

20
Q

What are the potential purposes of reports?

A

Purposes include: Informational, Analytical, Persuasive, Operating, Situational, Investigative, Compliance, Recommendation, Benchmark, Feasibility.

21
Q

Why is it important to know your subject in presentations?

A

Knowing your subject allows a speaker to present with confidence, affecting the audience’s impression and attention.

22
Q

What does knowing your audience allow you to do?

A

It allows you to tailor your presentation to your audience.

23
Q

Why should you know yourself as a speaker?

A

Knowing your limits helps avoid failure or embarrassment and identifies areas for improvement.

24
Q

What are the four parts of a script?

A

The four parts are: Opening, Body, Summary, Closing.

25
Q

Describe the purpose and development of a storyboard.

A

The storyboard provides a general view of the presentation and communicates important items to the technicians. It allows for rehearsal and revision of the script.

26
Q

How should you follow up presentations to ensure success?

A

Follow up with answers not given during the presentation
check notes
distribute follow-up questionnaires
encourage attendees to ask questions.

27
Q

When should email be used?

A

Email should be used for internal communications when it is more efficient than face-to-face meetings or telephone calls, and for routine announcements.

28
Q

What type of etiquette rules should an organization have to govern email use?

A

concise messages with proper spelling
ensuring the proper audience
appropriate structure
timely responses
proof-checking emails.

29
Q

What guidelines should govern personal use of email?

A

using a separate personal email account
avoiding sending personal emails that could be seen by a boss
storing personal emails separately.

30
Q

How does the ISO define confidentiality?

A

Confidentiality is ensuring that information is accessible only to those authorized to have access.

31
Q

What is meant by privacy?

A

Privacy relates to personal information that an individual does not want others to know without prior authorization.

32
Q

What are two common employee rights?

A

Two common employee rights are privacy and confidentiality.

33
Q

How is confidentiality a two-way street?

A

Employees are also bound to respect the confidentiality of their employer.

CAFM - Professional Development (6 decks)

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