CHAPTER 16 - The Importance of Good Communication in Business Flashcards

1
Q

WHAT IS COMMUNICATION?

A

communication is about sending and receiving information

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2
Q

COMMUNICATION CHANNELS

A

routes along which information might travel in a business

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3
Q

DOWNWARD COMMUNICATION

A

usually involves managers giving information or instructions to their subordinates, it is important because:

  • subordinates look to their managers for leadership and guidance
  • it allows the decisions made by management to be carried out by employees
  • it allows managers to command, control and organise
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4
Q

UPWARD COMMUNICATION

A

often involves workers giving feedback to managers, however, it might also involve requests by workers.
this is helpful because:

  • helps managers to understand the views and needs of subordinates
  • may make managers aware of problems
  • helps staff to feel that they are valued
  • provides managers with information to help make decisions
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5
Q

HORIZONTAL COMMUNICATION

A

occurs when workers on the same level in the organisation exchange information, it is common within a department

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6
Q

INTERNAL COMMUNICATION

A

takes place inside a business between employees

e.g - a manager giving a warning to a subordinate for repeated lateness

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7
Q

EXTERNAL COMMUNICATION

A

occurs when businesses exchange information with people and organizations outside the business
e.g - a focus group group where people from the marketing department discuss a product with members of the public

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8
Q

FORMAL COMMUNICATION

A

use of recognised channels when communicating, formal groups are those set by the business

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9
Q

INFORMAL COMMUNICATION

A

use of non - approved channels when communicating

e. g of a informal group: employees who meet outside work at spots clubs, local churches or social clubs

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10
Q

POOR COMMUNICATION CAN LEAD TO…

A

mistakes, wasted resources and confusion

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11
Q

ADVANTAGES OF FACE - TO - FACE COMMUNICATION

A
  • allows immediate feedback
  • encourages cooperation
  • allows new idea to be generated
  • saves time
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12
Q

DISADVANTAGES OF FACE - TO - FACE COMMUNICATION

A
  • negative body language may create a barrier
  • a record of the message may not be kept
  • non - relevant information may be included
  • in a meeting, some people may not listen
  • limits to the number reached, for example, by the capacity of largest meeting room
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13
Q

WRITTEN COMMUNICATION

A
  • letters
  • reports
  • memorandums
  • forms
  • noticeboards
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14
Q

ELECTRONIC COMMUNICATION

A
  • email
  • internet
  • mobile phones
  • social media
  • intranets
  • videoconferencing and teleconferencing
  • public address ( PA ) systems
  • electronic noticeboards
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