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MKC1 > Business Communications > Flashcards

Business Communications Flashcards

1
Q

Internal Communication

A
  • takes place b/t people inside a company.
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2
Q

External Communication

A
  • takes place b/t a company & outside parties.
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3
Q

Formal Communication Network

A
  • ideas & info flow along the lines of command (the hierarchical levels) in the company’s organization structure.
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4
Q

Downward Communication

A
  • flows from executives to employees, conveying executive decisions & providing info that helps employees do their jobs.
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5
Q

Upward Communication

A
  • flows from employees to executives, providing insight into problems, trends, opportunities, grievances, & performance.
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6
Q

Horizontal Communication

A
  • flows b/t departments to help employees share info, coordinate tasks, & solve complex problems.
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7
Q

Informal Communication Network

A
  • “the grapevine” encompasses all communication that takes place outside the formal network.
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8
Q

Conflict resolution: Proaction

A
  • deal with minor conflict before it becomes major conflict.
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9
Q

CR: Communication

A
  • get those directly involved in a conflict to participate in resolving it.
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10
Q

CR: Opennes

A
  • get feelings out in the open before dealing with the main issues
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11
Q

CR: Research

A
  • Seek factual reason for a problem before seeking solutions.
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12
Q

CR: Flexibility

A
  • Don’t let anyone lock into a position before considering other solutions.
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13
Q

CR: Fair Play

A
  • insist on fair outcomes & don’t let anyone avoid a fair solution by hiding behind the rules.
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14
Q

CR: Alliance

A
  • get opponents to fight together against an “outside force” instead of against each other.
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15
Q

Selective Listening

A
  • One of the most common barriers to effective listening.
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16
Q

Probability sample

A
  • gives every member of the population a chance of being selected.
17
Q

Simple random sample

A
  • equal opportunity
18
Q

Stratified Sample

A
  • randomly selected subsamples of different groups are represented in the total sample.
19
Q

Cluster sample

A
  • researchers select a sample of subgroups from which they draw respondents.
20
Q

Nonprobability Sample

A
  • sample that involves personal judgement somewhere in the selection process.
21
Q

Convenience Sample

A
  • nonprobability sample selected from among readily available respondents.
22
Q

External Customers

A
  • People/organization that buy or use a firm’s goods or services.
23
Q
  • Internal Customers
A
  • employees or departments w/in the organizatioin whose success depends on the work of other employees or departments.
24
Q

Planning time involved in purchase
Convenience –>
Shopping –>
Specialty –>

A
  • very little
  • considerable
  • extensive
25
Q

Purchase Frequency
Convenience –>
Shopping –>
Specialty –>

A
  • frequent
  • less frequent
  • infrequent
26
Q

Importance of convenient location
Convenience –>
Shopping –>
Specialty –>

A
  • critical
  • important
  • unimportant
27
Q

Comparison of price & quality
Convenience –>
Shopping –>
Specialty –>

A
  • very little
  • considerable
  • very little
28
Q

Price
Convenience –>
Shopping –>
Specialty –>

A
  • low
  • relatively high
  • high
29
Q

Importance of seller’s Image
Convenience –>
Shopping –>
Specialty –>

A
  • unimportant
  • very important
  • important
30
Q

Distribution Channel Length
Convenience –>
Shopping –>
Specialty –>

A
  • long
  • relatively short
  • very short
31
Q

Number of sales outlets
Convenience –>
Shopping –>
Specialty –>

A
  • many
  • few
  • very few, often one per market area
32
Q

Promotion
Convenience –>
Shopping –>
Specialty –>

A
  • advertising & promo by producer
  • personal selling & advertising by producer & retailer
  • personal selling & advertising by producer & retailer

MKC1 (5 decks)

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