Chapter 1

Question 1

What is organisational communication?

Answer 1

a culturally dependent process of sharing info and creating relationships in environments designed for manageable, goal-orientated behaviour

Question 2

What is internal communication?

Answer 2

How information is shared within the org,

Question 3

What is external communication?

Answer 3

How info is shared with external environment - customers, governments etc.

Question 4

2 ways communication takes place within an org?

Answer 4

Vertically and horizontally

Question 5

For an organisation to function effectively it needs to………?

Answer 5

Communicate effectively within the org and with external environments

Question 6

How has today’s fast communication effected comm. in practice ?

Answer 6

Made it harder to match our communication style to the message and audience

Question 7

5 keys for downward communication (Katz & Kahn)

Answer 7

1. Goals
2. Why tasks need to be done
3. Policies and procedures
4. Performance & feedback

Question 8

Success of downward comm. is………?

Answer 8

Key management responsibility

Question 9

Why may hiccups in downward comm. occur? (5 reasons)

Answer 9

1. Managers are selfish to share info.
2. Too many staff, lack of control
3. Geography (international staff)
4. Beureaucracy (sheer volume of comm. shrouds key messages)
5. Number of management layers.

Question 10

Methods to improve vertical comm. (10 methods)

Answer 10

MBWA (Managing by walking about)
Notice boards
Meetings/Team briefings (at least monthly)
Newsletters
Frequent business presentations
Building trust through shared decision-making
Quality circles
Suggestions schemes
Staff satisfaction surveys
Maximising responsibility for each staff

Question 11

What does interpersonal comm. consist of?

Answer 11

1. Cultural issues
2. Non-verbal comm.
3. How we communicate
4. The org. context

Question 12

What does formal comm. consist of?

Answer 12

1. Writing reports
2. Written communication
3. Giving presentations
4. Interviewing