Chapter 16: The Importance Of Good Communication In Business (Version) Flashcards
What is communication?
Communication is about sending and receiving information.
Who is involved in the communication process?
A sender, a message, a receiver, and feedback.
What are communication channels?
Routes through which information is passed within a business, either vertically or horizontally.
What is downward communication?
Passing messages from the top of the organisation to those at the bottom
Why is downward communication important?
It provides leadership, allows decisions to be carried out, and enables control and organization.
What is upward communication?
Passing messages from the bottom of the organisation to those at the top
Why is upward communication helpful?
It helps managers understand subordinates’ views, identify problems, and make informed decisions.
What is horizontal communication?
Exchange of information between parties on the same level in an organisation’s hierarchy
What is internal communication?
Communication between people within a business
What is external communication?
Communication between the business and those outside such as customers, investors or other organisations
What is formal communication?
Communication through recognized channels.
What is informal communication?
Communication through non-approved channels, often via gossip or rumors.
What are the effects of poor internal communication?
Mistakes, increased costs, slow decision-making, and lower staff motivation.
What are the effects of poor external communication?
Damage to a business’s image and potential financial losses.
What are the advantages of face-to-face communication?
Immediate feedback, cooperation, idea generation, and time-saving.
What are the disadvantages of face-to-face communication?
Negative body language creates barriers, no record, irrelevant information, and limited reach.
What are different forms of written communication?
Letters, reports, memorandums, forms, and noticeboards.
What is electronic communication?
The use of digital methods such as email, mobile phones, and social media to exchange information.
What are the benefits of email communication?
Instant messaging, sending images, and global reach.
What is an intranet?
A private network within a business for internal communication.
What is videoconferencing?
A communication method allowing face-to-face meetings using cameras, computers, and the internet.
How do businesses use social media for communication?
To gather customer feedback, share information, and market products.
What are public address (PA) systems used for?
Broadcasting messages using loudspeakers to staff or customers in large businesses.
What is an electronic noticeboard?
A digital display that shares visual messages, images, and videos with employees and visitors.
