Chapter 42, Communication

Question 1

Importance of good communication

Answer 1

• reduces number mistakes made in the business
• the sense of belonging
• quicker decision making
• can be used as a marketing tool for a business

Question 2

One way communication

Answer 2

the receiver has no right to reply

• easy
• cheap
• no justification
• less reliable
• may cause frustration

Question 3

Two-way communication

Answer 3

sender and reviver of information

• more reliable
• receiver feels more involved
• needs justification

Question 4

Formal Communication

Answer 4

officially sanctioned by the business and often done through procedures by employees of a higher hierarchy level

Question 5

Informal Communication

Answer 5

has no established rules or procedures

Question 6

Open Communication

Answer 6

involves the use of language that will be understood by the vast majority of the population

Question 7

closed Communication

Answer 7

Involves using language specific to activities, procedures, and components within the business

Question 8

Vertical communication

Answer 8

communication up and down the hierarchy

Question 9

Horizontal Communication

Answer 9

communication between people on the same level of the hierarchy

Question 10

Channels of Communication/ networks

Answer 10

the channel or path communcation takes within a business. this can be influenced by

• type of leader
• size of business
• experience of employees
• type of structure

Question 11

Chain

Answer 11

usually used in a formal vertical hierarchy, information is passed down the hierarchy

• easy
• can cause Chinese whispers

Question 12

Wheel

Answer 12

has the leader or board of directors in the centre all communication goes through the leader
- allows leaders to keep in touch with everything that is taking place in the business

Question 13

Circle

Answer 13

the restricted network that takes place between people on the same hierarchy level

• can be time-consuming
• expensive

Question 14

All Networks

Answer 14

has no set route but communication free flows through the business

• quick
• suited to small businesses

Question 15

Communication media

Answer 15

how the message is imparted to the receiver

• email
• video
• notice

Question 16

Barriers to Effective Communication

Answer 16

1. technical: the ability of the receiver to receive the information (eg. too much noise)
2. Semantic: the ability of the receiver to understand what is being sent
3. Effectiveness: whether the information within the message is being acted on appropriately

Question 17

Additional barriers

Answer 17

• the skill of sender
• ability of receiver
• body language
• Inappropriate medium used
• Cultural differces
• number of levels of hierarchy
• Amount of information

Question 18

Group Norms

Answer 18

a set of rules that may be written unwritten spoken or even just implied

• Implicit norms: assumption
• Explicit Norms: written