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Enterprise IGCSE > Chapter #11 - Communtication > Flashcards

Chapter #11 - Communtication Flashcards

1
Q

When is it appropriate to use informal communication?

A
  • emails can be informal if the subject is not related to the enterprise. e.g. emailing co-workers to arrange a lunch meeting.
  • co-workers having a chat about life outside of work
  • an informal meeting with co-workers to prepare for a formal meeting.
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2
Q

What is a meeting?

A

When people come together for a particular purpose.

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3
Q

What can meeting with a group of people help with?

A
  • weighing up alternatives
  • generating ideas
  • tackling problems
  • making decisions
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4
Q

What can occur if a meeting is not well managed?

A
  • Arguments
  • People may be intimidated so that they don’t say what they are thinking
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5
Q

What are the reasons someone would hold a meeting?

A
  • Managing a project
  • Managing people
  • Working with a customer
  • Other methodes of communication are being complex
  • Problems are arising
  • Training people
  • Conferences
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6
Q

What 2 things must be created to organize a meeting?

A

You must create 2 key documents for a meeting:
* The notice
* The agenda

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7
Q

What is the notice of a meeting?

A

An invite to attend the meeting. This is usually sent via email or letter.

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8
Q

What should be included in a notice?

A
  • the date, time, duration and venue of the meeting
  • the purpose of the meeting and its expected outcome
  • the introductions on how to accept or decline the invitation
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9
Q

What action is taken once people accept the invitation to the meeting?

A

An agenda is sent along with any other documents that they are required to read before the meeting. As a general rule, this should be sent at least 5 working days before the meeting.

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10
Q

What information does an agenda include?

A
  • date, time, venue, and duration of meeting
  • atendee list + appologies (all people who were invited but not able to attend)
  • the minutes of the last meeting
  • the matters to be dicussed (not a long list of things so that everyone id focused on the main reason for the meeting)
  • any other business (AOB)
  • the date and time of the next meeting
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11
Q

Apologies

A

An item on the minutes of a meeting which shows the people who were invited to attend, but unable to do so.

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12
Q

Minutes of a meeting

A

A document giving a clear and accurate record of the meeting

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13
Q

What are the key roles in a meeting?

A
  • The chairperson
  • The minute taker
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14
Q

What is the role of the chairperspn?

A

Makes sure the meeting stays on track and that everone has a chance to voice their opinions. They also have to make sure that people don’t spend too long discussing only one matter on the agenda.

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15
Q

What is the role of the minute taker?

A

Records a summery of what was discussed during a meeting. Espessially the decissions that are made, if any tasks were allocated to do after the meeting, and whom was allocated to do it. When the meeting is done, the minute taker will type all of this up and send these out to all the people who attended.

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16
Q

What are you responsible for as a meeting atendee?

A

A an atendee, it is your reponsibility to turn up on time, discuss

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17
Q

What is a presentation used for?

A

To introduce a new idea or piece of work to an audience. It is often supported by slides.

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18
Q

Guidence for using slides in a presentation

A
  • Write yourself notes about what you are going to say and practice before hand.
  • Only short, key points on slides to support your point.
  • Refer to key points on slides but don’t read from it completely.
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19
Q

Guidance for using handouts in a presentation

A
  • Decide if handout should be read during or after presentation.
  • If it should be read before, hand them out at the begining and refer to it when you want people to read it. Keep it short and simple to keep flow of the presentation.
  • If it should be read after, the presentation it may be handed out at the end and can be more detailed.
  • Make sure language and images used in handouts is the same as those in slides.
  • Leave space for audience to jot down notes and questions.
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20
Q

Guidance for using vuisual aid in presentations

A
  • Decide if visual aid should be viewed/handled during or after presentation.
  • If it should be before, be aware the you may lose connection of your audience whilst they are viewing/andeling item.
  • If it should be after, it may take time for this and potential questions may be raised.
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21
Q

What verbal skills should be used in a presentation?

A
  • Clear, simple language
  • Moderate pace of speech
  • Eye contatct with people
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22
Q

What non-verbal communication skills should you use in a presentation?

A
  • Use body language to express confidence
  • Stand tall
  • Gesture naturally
  • Smile
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23
Q

What are handouts in a presentation used?

A

To summerize the main points and includes key facts and details

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24
Q

What are visual aids used for in presentations?

A

Help keep audience interested. This could be a chart, a picture, ot a short video clip.

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25
Q

What are formal reports?

A

a structured document that provides:
* detailed info
* analysis
* recommendations

on a specific toic or issue within a business context. It typically follow a standerdized format that is used to communicate findings and proposals.

26
Q

what are examples of a formal report?

A
  • Business plans
  • Action plans (included in business plan)
  • Minutes
27
Q

The sections of a formal report

A
  • Title
  • Abstract or Executive Summary (introduction)
  • Findings
  • Analysis of findings
  • Recommendations
  • Conclusion
  • Referances
  • Appenices
28
Q

What is the title?

(In a formal report)

A

It includes the title of the report, the name of the author, and the date of submission.

29
Q

What is the introduction?

A

Gives reader an idea of why the report was written and what they can expect to find in the report. Thre should be an ezplanation of why the report is being undertaken, a brief discussion of how research might take place, and some identification o the desired outcome.

30
Q

What are the findings?

In a formal report

A

Explains all the relevent data that has been found out from your primary and secondary research. Often writers create links from this section of the report to a document in the in the appendices to support the explanation.

31
Q

What are the conclusions?

In a fromal report

A

Makes decisions and recomendations. Often writers create links from thi section of the report to a documnet in the appendices that support the decision or recommendation being made.

32
Q

Why should a meeting be evaluated?

A

Because meetings take up valuable time and if they they dont accomplish desired outcomes it is a waste of time. It is important to ensure that you are using others times efficietly. There are some key features to identify a successful meeting.

33
Q

What are the key indicators of a successful meeting?

A
  • Equal participation: No one dominated the conversation; everyone contributed and valued each other’s opinions.
  • Agenda Completion and Decision-Making:
    All agenda items were discussed, and decisions were made.
  • Clear Expectations Post - Meeting: Everyone knows their expectations after the meeting.
  • Meeting Ran Within Allocated Time: The meeting did not over-run its allocated time.
  • Identify the Problem: What were the problems and why did they occure?
  • Possible Solutions: Assign a neutral facilitator, create a clear agenda, and allocate time wisely.
34
Q

What problems can occure during a meeting?

A
  • One person dominates discussion
  • Some agenda items were not discussed
  • Decisions were not made
  • People have not done the task they wre allocated in the last meeting
35
Q

What are the reasons that one peson dominates the discussion in a meeting?

A
  • They are the only one prepared for the meeting
  • The chairperson is not managing the discussion to make sure everyone can have their say.
36
Q

What are the reasons that some agenda items were not discussed?

A

There were too many things to discuss

37
Q

Why is non-verbal communication important in formal communication?

A

Because it can either:
* Reinforce the message that the sender is trying to communicate bcs it gives the impression that the sender is enthusiastic and cares for their message.
* Confuse the message the sendr is trying to communicate bcs it will give reciever the impression that the sender is not engages or supportive of their message.

38
Q

What are the types of non-verbal communication?

(in formal communication)

A
  • Body language
  • Proximity
  • Touch
  • Personal appearance
  • Enviornment appearence
  • Voice intonation
  • Voice clarity
39
Q

How can you use body language to reinforce a message

(in formal communication)

A
  • Stand/sit up straight
  • Face the audience
  • Make eye contact with a smiling face
  • Make slow, deliberate gestures
40
Q

What are examples of formal verbal communication?

A
  • job interviews
  • negotiations
  • meetings
41
Q

What are examples of formal written communication?

A
  • reports - such as a progress report on a project
  • letters - such as a letter sent with a contract to supply goods or services
  • emails - any emails sent concerning the enterprise should be written formally.
42
Q

How can you use proximity during formal verbal communication to reinforce your message?

A
  • Standing face-to-face
  • Standing an arm’s length apart
43
Q

How can you use touch to reinforce your message during formal verbal communication?

A
  • Holding your hand out for a handshake
44
Q

How can you use your personal appearance to reinforce your message during formal verbal communication?

A

Well-groomed smart clothes.

45
Q

How can you use your personal appearance to reinforce your message during formal verbal communication?

A

Neat and tidy

46
Q

How can you use voice intonation to reinforce your message during formal verbal communication?

A

Multi-tonal-bright, positive, and cheerful.

47
Q

How can you use your voice volume to reinforce your message during formal verbal communication?

A

You must be audible.

48
Q

How can you use your voice clarity to reinforce your message during formal verbal communication?

A
  • Clear to make out every word
  • Slow enough that the audience can keep up and take on all the information
49
Q

What body language sends the wrong message in formal communication?

A
  • slouching/leaning
  • facing away from the audience
  • Looking away /at the ground
  • minimal facial expression
50
Q

How can proximity send the wrong message in formal communication?

A

sending less than an arm’s length apart

51
Q

What touch can send a negative message during formal communication?

A

Any physical contact other than a handshake.

52
Q

What personal appearance can send a negative message during formal negotiation?

A
  • Poorly groomed
  • Casual clothes
53
Q

What enviornment can send a negative message during formal communication?

A

Messy and uncred for.

54
Q

What voice intonation can send a negative message during formal communication?

A

Monotone

55
Q

What voice volume can send a negative message during formal communication?

A

Too quiet or too loud

56
Q

What voice clarity can send a negative message during formal communication?

A
  • Mumbled
  • Rushed so that audience does not have time to take everything in
57
Q

When can informal communication be used?

A
  • family and friends
  • enterprise co-workers when it is not official
  • emails may be informal if the subject is not related to the enterprise
  • an informal meeting with co-workers to come up with ideas for a presentation
58
Q

Why would some decisions not be made in a meeting?

A

Because the chairperson did not draw the discussion to a conclusion.

59
Q

What are the reasons people have not done the task they were allocated in the last meeting?

A
  • The minutes of previous meeting were not sent out.
  • The minutes are not clear
60
Q

How can you make sure one person does not dominate the discussion in a meeting?

A
  • Make sure that everyone has the meeting documents at least 5 days before the meeting.
  • Make sure everone knows how important it is to reas the docs before the meeting.
  • The chairpersone might not be that skilled at managing the discussn and soshoud recieve training to help the develop this skill. This could just be watching someone else chair a meeting to see how its done.
61
Q

How can you make sure

A
62
Q
A

Enterprise IGCSE (10 decks)

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