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Business > Ch 7. Management Skill of Communication > Flashcards

Ch 7. Management Skill of Communication Flashcards

1
Q

Communications

A

The transfer of information between people

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2
Q

Formal communication

A

Pass through the approved channels of communication, e.g. Memos, meetings

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3
Q

Informal communiacation

A

Communications that exist within every organisation and industry

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4
Q

Skills needed to communicate effectively (7)

A
  • Speech
  • Listening
  • Give and receive feedback
  • Write clearly
  • Read and understand
  • Select the best medium
  • Use IT
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5
Q

Why is communication important in business

A

All stakeholders can be affected by the quality of communications flowing internally and externally about the business

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6
Q

Communication between internal stakeholders (3)

A
  • Employees and managers
  • Managers
  • Investors
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7
Q

Communication with external stakeholders (4)

A
  • Customers
  • Suppliers
  • Government
  • Society
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8
Q

Communications medium

A

The method used to send a message or data

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9
Q

External communications

A

Used to communicate with people outside the business, e.g. Customers, Suppliers, Investors

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10
Q

Internal communications

A

Used to communicate between staff in the same business

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11
Q

Communication channels

A

Routes in an organisation through which information flows between people
They can be upward, downward, horizontal, formal or informal

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12
Q

Upward communication

A

Staff reporting up the chain of command to their supervisors and managers

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13
Q

Downward communication

A

Messages sent down the chain of command from managers to their subordinates

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14
Q

Horizontal communication

A

Travel between people of the same rank and authority in the chain of command

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15
Q

Business meetings

A

Occur when two or more people get together to communicate with each other

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16
Q

Business meetings are held to.. (3)

A
  • Provide information and pass on instructions to staff
  • Discuss an issue and share ideas
  • Make a decision
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17
Q

Main types of meetings (4)

A
  • Formal meetings
  • AGM’s
  • EGM’s
  • Ad hoc meetings
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18
Q

Formal meetings

A
  • Highly structured because they are planned and run according to agreed procedures
  • Usually involve a chairperson and a secretary who takes the minutes of the meeting
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19
Q

AGM’s

A
  • Annual General Meeting

- Meetings open to all shareholders of a company

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20
Q

EGM’s

A
  • Extraordinary General Meetings

- Called to discuss a very important or emergency matter that cannot wait until the next AGM

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21
Q

Ad hoc meetings

A

Take place at short notice to deal with a problem or issue that has arisen

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22
Q

Elements of a formal meeting (6)

A
  • Chairperson
  • Secretary
  • Agenda
  • Notice
  • Quorum
  • Minutes
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23
Q

A chairperson

A

Responsible for the correct running of a meeting

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24
Q

Duties of a chairperson (7)

A
  • Set an agenda
  • Open the meeting
  • Follow the agenda
  • Enforce standing orders
  • Facilitate contributions
  • Keep order
  • Call for votes
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25
Q

A secretary

A

Responsible for notifying participants in advance about the meeting
During the meeting, the secretary takes notes of the decisions made during the meeting

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26
Q

Minutes

A

A written record of what was discussed and decided at a meeting

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27
Q

Duties of a secretary (3)

A
  • Before the meeting
    • Sends a notice and copy of agenda
    • Arranges venue
  • During the meeting
    • Reads out previous minutes
    • Takes notes
  • After the meeting
    • Writes up the minutes
    • Arranges the next meeting
28
Q

Documents for meetings (3)

A
  • Notice
  • Agenda
  • Minutes
29
Q

An agenda

A

A summary list of all the items to be dealt with at the meeting

30
Q

Advantages of meetings (4)

A
  • Clear understanding
  • Positive relationships
  • Issues dealt with quickly
  • Easy feedback
31
Q

Disadvantages of meetings (4)

A
  • Time costly
  • Forgotten details from lack of record
  • Complex information difficult to transmit
  • Misunderstanding
32
Q

Memo

A
  • Memorandum
  • Short written notes about one particular issue
  • Brief
33
Q

Press releases

A

Written communications sent to journalists by organisations or individuals wanting to get publicity for an announcement or to respond to negative publicity

34
Q

A reort

A

Written document about a specific topic or issue presenting information, evaluation and recommendations to the specific person or group who requested it

35
Q

Reports are used for…(4)

A
  • Investigating an incident and explaining what happened
  • To solve a problem
  • To identify possible courses of action and their implications
  • To monitor progress
36
Q

Qualities of a good report (3)

A
  • Gathers relevant information
  • Provides good analysis
  • Assists management decision-making
37
Q

Advantages of reports (4)

A
  • Gathers relevant information
  • Provides detailed research
  • Assists management decision making
  • Leaves managers more time when compiled by outside experts
38
Q

Disadvantages of reports (3)

A
  • Too long
  • Used to postpone dealing with issues
  • Ignored
39
Q

Types of visual communications (8)

A
  • Pie charts
  • Pictograms
  • Line graphs
  • Bar charts
  • Gantt charts
  • Organisational charts
  • Break-even charts
  • Graphic design
40
Q

Benefits of visual communication (3)

A
  • Improves presentation
  • Simplifies information
  • Speeds up the understanding
41
Q

Pie charts

A

Compare different categories in segments

42
Q

Pictograms

A

Diagrams that use small pictures to represent different quantities of people or objects

43
Q

Line graphs

A

Use a line to show the change in figures over a period of time

44
Q

Bar charts

A

Used to compare large numbers of different categories

45
Q

Gantt charts

A

Illustrates the amount of time taken to complete work compared to the amount of time originally planned

46
Q

Organisational charts

A

Show who does what and how different people in the organisation are connected

47
Q

Break-even charts

A

Show what levels of sales must be achieved before a product will break even and begin to make a profit

48
Q

Graphic Design

A

Using computer software to make it easier for businesses to communicate

49
Q

Effective communications involve.. (4)

A
  • Sender
  • Message
  • Medium used
  • Receiver
50
Q

Sender must be …

A

Timely: choose the right time

51
Q

Messages must be… (3)

A
  • Accurate
  • Brief
  • Clear
52
Q

Medium used must be… (5)

A
  • Appropriate
  • Fast
  • Low cost
  • Provide a record
  • Satisfy legal requirements
53
Q

Receiver should give..

A

Feedback

54
Q

ICT

A
  • Information and communication technology

- The use of computers, telecommunication and electronics to gather, store, process and distribute info

55
Q

The internet

A

An international network of computers connected through the telephone network

56
Q

Intranets

A
  • Internal Computer Networks

- Networks of computers within a business

57
Q

EDI

A
  • Electronic Data Interchange
  • Automated stock ordering system that allows orders to be placed automatically from a computer in one business to another using the Internet
58
Q

Video conferencing

A

Type of meeting where participants can see and hear each other through the use of video cameras, telephone links and monitors

59
Q

Benefits of ICT to business (6)

A
  • Faster communications
  • Advertising
  • Stakeholder relations are enhanced
  • Reduced marketing costs (online purchasing)
  • Reduced staff travel costs
  • Staff motivation (teleworking)
60
Q

Risks of ICT to business (4)

A
  • Information security (vulnerability)
  • E-crime (credit card fraud)
  • Business disruption risks (faults)
  • Expensive
61
Q

Data Protection Acts 1988 & 2003

A

Require that any organisation storing info on other people on computer or in manual files must ensure that the info is accurate and kept up-to-date

62
Q

A data subject

A

Anyone who has info held about them on someone else’s computer

63
Q

Data controllers

A

People or organisations who keep info about other people on their computers

64
Q

Rights of data subjects (4)

A
  • To access files
  • To correct errors
  • To compensation for inaccurate info causing harm
  • Not to be subject to automated decision making
65
Q

Responsibilities of data controllers (6)

A
  • Obtain info fairly
  • Info used for specific purpose given
  • Info stored securely
  • To give access to subjects
  • Keep info accurate
66
Q

Data Protection Commissioner

A

Responsible for ensuring that the Data Protection Acts 1988 & 2003 are obeyed

67
Q

Responsibilities of the Data Protection Commissioner (4)

A
  • Prove info on Acts
  • Maintain register of organisations that hold info
  • Help businesses to develop codes of practise
  • Investigates complaints

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