Chapter 42- Communication

Question 1

Why does communication need to be effective?

Answer 1

• It’s vital for a business to operate in an efficient manner
• It’s essential that information needs to be communicated clearly and accurately so that it can be understood.

Question 2

What are the reasons communication is important to a business?

Answer 2

• Reduces the number of mistakes/ errors ( this has an effect upon the costs of the business in terms of time and money ).
• Employees in the business will feel a sense of belonging (Maslow’s theory) and involvement (Mayo’s theory) if level of communication is effective.
• Decision-making process of the business will be enhanced if communication can take place quickly ( business will be able to progress and be more competitive)
• Effective communication can be a marketing tool for the business (generating additional income)

Question 3

What does communication involve?

Answer 3

• The information to be sent
• Transmitter (who sends the message)
• Method of signal (e.g. sound/ vision)
• Receiver

Question 4

What are the types of communication?

Answer 4

• One-way
• Two-way
• Formal
• Informal
• Open
• Closed
• Vertical
• Horizontal

Question 5

What is one-way communication?

Answer 5

• Simplest form of communication
• Usually comes in the form of an order
• Receiver has no right of reply

Question 6

Advantages of one-way communication?

Answer 6

• Easy to use
• Cheaper than two-way
• No pressure on the sender to justify what is being communicated

Question 7

Disadvantages of one-way communication?

Answer 7

• Less reliable as there is no way to check message (no feedback)
• May cause frustration for the receiver

Question 8

What is two- way communication?

Answer 8

• This involves a sender and receiver of information

Question 9

Advantages of two-way communication?

Answer 9

• More reliable as receiver is able to gain clarification (feedback) through a response
• Receiver feels more involved as they’re able to seek clarification

Question 10

Disadvantages of two-way communication?

Answer 10

• Takes more time and is therefore more expensive
• Puts sender of information under pressure to justify the information being sent

Question 11

What is formal communication?

Answer 11

• It involves rules and procedures
• Types of language used
• Set of guidelines to use e.g. (how to use the phone)
• Business follows rules
• e.g. memorandum of association, supplier contracts

Question 12

What is informal communication?

Answer 12

• No real rules to how this is done in business
• Usually takes place outside of a work environment
• Language and type of information passed on is unique to the people involved in the communicating process.
• Mostly verbal except using email

Question 13

What is open communication?

Answer 13

• It uses language known by many people
• No technical terms (jargon)
• Good for business to reach a large audience
• Used to communicate with stakeholders outside of a business
• Ideal in marketing situations

Question 14

What is closed communication?

Answer 14

• Business may have it’s own language for internal communication e.g. (ASR, MUAG)
• Those outside the business might not understand it
• May also include formal language

Question 15

What is vertical communication?

Answer 15

• Linked to management communicating down to employees
• Communication between layers
• Can include upwards communication
• Linked to other areas- motivation
• Employees feel more involved (Mayo’s theory)
• Helps get rid of frustration in work environment (Herzberg hygiene factors)