Chapter 42- Communication Flashcards
1
Q
Why does communication need to be effective?
A
- Vital for a business to operate in an efficient manner.
- Information needs to be clearly understood and accurate.
2
Q
What are the reasons communication is important to a business?
A
- number of mistakes made within a business is reduced
- decision making process will be enhanced if communication can take place quickly.
- Employees will feel a sense of belonging (maslow theory) and involvement (mayos theory)
3
Q
What does communication involve?
A
- The information (the message)
- Transmitter (who sends the message)
- Transmission (method of signal)
- Receiver
4
Q
What are the types of communication?
A
- One-way communication
- Two-way communication
- Open communication
- Closed communication
- Vertical communication
- Horizontal communication
5
Q
What is one-way communication?
A
- Simplest form of communication
- Usually in the form of an order
- Receiver has no right of reply
6
Q
Advantages of one-way communication
A
- Easy to use
- Cheaper than two-way
- No pressure on the sender to justify what is being communicated.
7
Q
Disadvantages of one-way communication
A
- May cause frustration to the receiver
- Less reliable as there is no way to check message
8
Q
What is two-way communication?
A
- involves both a sender and a receiver of information
9
Q
Advantages of two-way communication?
A
- More effective/ reliable because the receiver is able to gain clarification
- Receiver feels more involved because they’re able to receive clarification
10
Q
Disadvantages of two-way communication?
A
- Takes more time
- More expensive
- Puts the sender of the information under pressure to justify the information being sent
11
Q
What is formal communication?
A
- Involves rules and procedures
- Formality may refer to the type of language used
- memorandum of association, supplier contracts (formalised)
12
Q
What is informal communication?
A
- Has little or no established rules for how communication takes place
- Usually takes place outside of a work environment
- Language and type of info passed on is unique to people involved
- It’s passed on verbally (in most cases)
13
Q
What is open communication?
A
- Involves the use of language that will be understood by the vast majority of the population
- Good for business as it intends to reach a large audience
- Used to communicate with stakeholders outside of a business
14
Q
What is closed communication ?
A
- Business may have its own language for internal communication
- So language will be understood by those within the business but those outside won’t.
- May also include formal language relating to the business
15
Q
What is vertical communication?
A
- Normally associated with
communication from the management
being pass
down to the employees
-Communication between layers (even in an upwards direction) - Communicating with different levels provides an opportunity for employees to feel involved (Mayos theory)
- Helps get rid of frustration in work environment
16
Q
What is horizontal communication?
A
- Involves communication between people on the same level
- Can be within the same department
17
Q
What are the reasons a channel or network will vary?
A
- type of leader
- size of the business
- experience of the employees
- type of organisational structure
18
Q
What structure is more likely to use either a wheel or chain network?
A
Centralised structure
19
Q
What is a chain?
A
- network is normally associated with a formal and vertical hierarchy
- information can be communicated up and down the hierarchy
- more likely that much of the communication will be sent down the hierarchical structure
- a large organisation would use it
- likely to be a lack of opportunity for those employees at the lower end of the hierarchy to feel involved or to be able to communicate with higher levels of the hierarchy directly
- possibility of information becoming distorted as it travels through several layers of the hierarchy
20
Q
What would be likely to happen if communication is two-way?
A
- problems with the length of time it takes
- it will take time so it’s costly
21
Q
What is a wheel?
A
- it has the leader at the centre
- all communication goes through the leader (centralised structure)
- enables the leader to keep in touch with everything that’s taking place within the business
- may discourage employee initiative and responsibility as the leader is involved with all the communication
- not associated with delegation
22
Q
What is a circle?
A
- restricted network for communication
- can take place between employees usually within a department or on the same level of hierarchy
- it will be time- consuming as communication takes place between two people so it’s therefore expensive
23
Q
What is all networks?
A
- has no set route and allows communication between anyone within the business
- informal network
- communication may be quicker
- more appropriate for a smaller business
24
Q
What does communication media mean?
A
- Refers to how the message is sent to the receiver
- E.g. TV, letter, email, telephone
- The use of information communication technology has speeded up the process of communication evem if set up costs are high
- NHS hasn’t seen the benefits
25
Q
Barriers to effective communication (shannon and weavers theory)
A
3 main barriers to effective communication
- Technical
- Semantic
- Effectiveness
26
Q
Technical
A
- This barrier is concerned with the ability of the receiver to receive the information being communicated.
- E.g if there is too much noise the information will not be heard.
27
Q
Semantic
A
- Receiver cannot understand the received message
- E.g slang may have beem used
28
Q
Effectiveness
A
- Has the message commnicated been acted upon
29
Q
Barriers to effective communication
A
- Skill of the sender of the message (may be inexperienced or not using the right words)
- Ability of the receiver (not able to read)
- Body language (must match the message)
- Inappropriate medium used
- Cultural differences (words used may not be received by the receiver in the same way as the sender intended)
- Size of business
- Amount of information
30
Q
What are group norms?
A
- They’re a set of rules within a group
- Rules will vary depending on the type of group, setting, people involved
- They relate to the behaviour of the group
31
Q
What can the norms be either?
A
- Implicit
- Explicit
32
Q
What is the implicit norm?
A
- An assumption to a set way to behave, operate, interact with member of the group
33
Q
What is the explicit norm?
A
- A written set of rules of how to behave (corporate way to do things)
- E.g. how to answer phone
34
Q
What is a formal group?
A
- A group of people put together for a reason at work to achieve objectives
35
Q
What is a informal group?
A
- Group of friends get together outside of work
36
Q
What will depend upon how a person behaves in a group?
A
- Whether there is a shared view in the group
- Individual needs of group
- Purpose of group
- Formality of group (Formal work group will have a heavier influence)
37
Q
R Bales (group observations) suggested:
A
- Over time, formal leaders are disliked whereas informal leaders are liked by the group
- Size of the group influences the level of contributions ( smaller group= higher contributions)
- Those who contribute a lot will initiate ideas
38
Q
Tannenbaum and Schmidt considered:
A
- Groups have power over their members as conformity is important
- As members want to stay in the group they will conform
- Individual objectives will take second place to group objectives
- E.g. Trade unions where group objectives override individual objectives.
