Chapter 18 Communication

Question 1

Chapter 18

What is communication?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 1

• Messages passed along in a business through a medium such as a letter or an email
• Messages must: be accurate; be sent to the right people; be sent at the right time; and be sent using the right method

Question 2

Chapter 18

What are the two parties (people) involved in communication?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 2

• Sender

* Receiver

Question 3

Chapter 18

In order to ensure that a message has been received, what should you ask for?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 3

• Feedback from the receiver to the sender

Question 4

Chapter 18

What is internal communication?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 4

• Communication that takes place within a business

Question 5

Chapter 18

What is external communication?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 5

• Takes place between the business and someone from outside the business

Question 6

Chapter 18

What is the channel of communication?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 6

• The ways that information passes from sender to receiver

Question 7

Chapter 18

What are the two main channels of communication?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 7

• Horizontal communication

* Vertical communication

Question 8

Chapter 18

What is horizontal communication?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 8

A type of formal communication. This occurs when workers at the same level in a business communicate formally with each other.

Question 9

Chapter 18

What is vertical communication?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 9

A type of formal communication. This is communication that goes up and down the hierarchy of the business

Question 10

Chapter 18

What is formal communication?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 10

• The communication channels which are recognised and approves by a business

Question 11

Chapter 18

What is informal communication?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 11

• When channels of communication are used that are not approved by the business, sometimes known as the grapevine (or gossip / chat)

Question 12

Chapter 18

What are the barriers to effective communication within a business?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 12

• Poor explanation by the sender
• Too much / use of jargon
• Communication structure too complex
• Poor equipment e.g. IT failure
• Insufficient communication (too little information)
• Contradictory communication (where different things are said about the same topic)
• Excessive communication (too much information)

Question 13

Chapter 18

What are the impacts of poor communication on a business?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 13

• that mistakes can be made
• the customers may become dissatisfied
• that decision making can be too slow

Question 14

Chapter 18

What are the problems of excessive communication on a business?

Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 14

• that mistakes can be made
• poor productivity
• poor motivation
• Higher unit costs

Question 15

Chapter 18

Why is good communication important to a company?
Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 15

• it increases productivity
• it increases motivation
• it reduces mistakes
• it increases productivity
• it increases motivation

Question 16

Chapter 18

Why are the benefits to a business of improved communication?
Edexcel 2BS01 Business Studies GCSE Unit 3.4

Answer 16

• Lower costs
• Improve efficiency / productivity
• Fewer mistakes
• Increased motivation
• Business becomes more responsive to change
• Improved customer satisfaction / brand image