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Business > Chapter 7- Management Skill Of Communication > Flashcards

Chapter 7- Management Skill Of Communication Flashcards

0
Q

What is formal communication?

A

Pass through the approved channels of communications.

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1
Q
  1. What are communications?
A

The transfer of information between people.

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2
Q

What is informal communication?

A

The informal network of communications that exists within every organisation and industry.

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3
Q
  1. Why is communication important in business?
    Communication between internal stakeholders:
    To employees?
A

Must be able to communicate with managers to ensure the correct work is done, on time and to the correct quality standard.

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4
Q

To managers?

A

Must be able to communicate relevant information with each other to ensure that they had all the information they need to make good decisions.

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5
Q

To investors?

A

Must be supplied with accurate information about the financial performance of the business.

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6
Q

Communication with external stakeholders:

To customers?

A

Should be kept informed of new product developments, especially if problems arise that will affect customer satisfaction.

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7
Q

To suppliers?

A

Need to be kept informed of the firms supply needs.

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8
Q

To government?

A

Businesses need to communicate with government agencies when applying for grants, lobbying for changes in the law or reporting breaches of the law.

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9
Q

To society?

A

The reputation of every business with the general public is very important as it affects the firms ability to recruit staff, win customers and avoid conflict with vested interest groups.

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10
Q
  1. What are the methods of communication used by businesses?

What is communications medium?

A

The actual method used to send the message or data.

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11
Q

What are external communications?

A

Used to communicate with people outside of the business, such as customers, suppliers, investors, government and the general public.

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12
Q

What are internal communications?

A

Used to communicate between staff in the same business.

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13
Q

What are communication channels?

A

The routes in an organisation through which information flows between people. They can be upward, downward, horizontal, formal or informal.

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14
Q

What are upward communications?

A

Refer to staff reporting up the chain of comment to their supervisors and managers.

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15
Q

What are downward communications?

A

Messages sent down the chain of command from managers to their subordinates.

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16
Q

What are horizontal communications?

A

Travel between people of the same rank and authority in the chain of command.

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17
Q

What are the types of business communications?

A 
Verbal
Written
Visual
Electronic
Physical.
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18
Q
  1. What are meetings?
A

Occur when two or more people get together to communicate with each other.

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19
Q

Why are business meetings held?

A

Provide information and pass in instructions to staff
Discuss an issue and share views and ideas
Make a decision.

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20
Q

What are formal meetings?

Who do they involve?

A

Highly structured because they are planned and run according to agreed procedures. They usually involve a chairperson and a secretary who takes the minutes of the meeting.

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21
Q

What are AGMs (annual general meetings)?

A

Meetings open to all shareholders of a company.

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22
Q

What are EGMs (extraordinary general meetings)?

A

Called to discuss a very important or emergency matter that cannot wait until the next AGM.

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23
Q

What are ad hoc meetings?

A

Take place at short notice to deal with a problem or issue that has arisen.

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24
Q
  1. How is a formal business meeting organised?

What does a chairperson do?

A 
Responsible for the correct running of a meeting
Set an agenda
Open the meeting
Follow the agenda
Facilitate contributions
Keep order
Calls for votes.
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25
Q

What is a quorum?

A

The minimum number if people who must attend before an official meeting can begin.

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26
Q

What are standing orders?

A

The agreed rules for running the meeting.

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27
Q

What is a point of order?

A

A question to the chairperson regarding how the meeting is being run.

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28
Q

What does the secretary do?

A

Responsible for notifying the participants in advance about the meeting. During the meeting, take notes and take notes of the decisions made during the meeting.

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29
Q

What are minutes?

A

A written record of what was discussed and decided at a meeting.

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30
Q

What is an agenda?

A

A summary list of all the items to be dealt with at the meeting.

31
Q

What are the advantages of meetings?

A

Clarity
Rapport
Speed
Feedback.

32
Q

What are the disadvantages of meetings?

A

Cost
Recurs
Clarity
Accuracy.

33
Q
  1. What is a memo?
A

A short written note about one particular issue.

34
Q
  1. What are business letters?
A

Commonly used in important situations, especially where a written record of the communication is required.

35
Q

What are press releases?

A

Written communications send to journalists by organisations or individuals wanting to get publicity for an announcement or to respond to negative publicity.

36
Q
  1. What is a report?
A

A written document about a specific topic or issue presenting information, evaluations and recommendations to the specific person or group who requested it.

37
Q

Why are reports used?

A

To investigate an incident
To solve a problem
To identify possible courses of action
To monitor progress.

38
Q

What do you include in a report?

A

Terms of reference
Main body of the report
Conclusions and recommendations.

39
Q

What are the features of a good report?

A

Gathers relevant information
Provides a good analysis
Assists management decision-making.

40
Q
  1. How can business information be communicated visually?

What are the benefits of visual communications?

A

Improves presentation
Simplifies information
Speeds up the absorption.

41
Q

What are pie charts?

A

Compares different categories as though they were segments of a pie.

42
Q

What are pictograms?

A

Diagrams that use small pictures to represent different quantities of people or objects.

43
Q

What are line graphs?

A

Use the path of a line to show the change in figures over a period of time.

44
Q

What are bar charts?

A

Used when comparing a large number of different categories.

45
Q

What are gantt charts?

A

Used to visually illustrate the amount of time taken to complete work compared to the amount of time originally planned.

46
Q

What are maps?

A

Useful to illustrate physical locations, such as where a firms premises are located.

47
Q

What are organisational charts?

A

Show who does what and how different people in the organisation are connected.

48
Q

What are break-even charts?

A

Show what level of sales must be achieved before a product will break even (i.e cover it’s costs) and begin to make a profit.

49
Q

What is graphic design?

A

Using computer software to make it easier for businesses to communicate information visually.

50
Q
  1. What are the elements of effective communications?

Sender?

A

Timely.

51
Q

Message?

A

Accurate
Brief
Clear.

52
Q

Medium used?

A 
Appropriate
Fast
Low cost
Provide a record
Satisfy any legal requirements.
53
Q

Receiver?

A

Allow feedback.

54
Q
  1. What are the barriers to effective communication?

Sender?

A

Inappropriate time.

55
Q

Message?

A 
Inaccurate information
Badly worded
Jargon
Inappropriate message 
Too long.
56
Q

Medium used?

A

Inappropriate method of communication that does not get heard
To slow or unreliable.

57
Q

Receiver?

A 
Wrong receiver 
Receiver not listening
Receiver misinterprets 
Cannot provide feedback
Mistrusts the sender.
58
Q
  1. How can ICT help business communications?

What is ICT?

A

The use of computers, telecommunications and electronics to gather, store, process and distribute information.

59
Q

What is the internet?

A

An international network of computers connected through the telephone network.

60
Q

What are intranets?

A

Networks of computers within a business.

61
Q

What is EDI (electronic data interchange)?

A

An automated stock ordering system that allows orders to be placed automatically from a computer in one business to a computer in another business, using the internet.

62
Q

What is video confrencing?

A

A type of virtual meeting where participants can see and hear each other through the use of video cameras, telephone links and monitors.

63
Q

What are types of computer software applications?

A

Word processors, databases are spreadsheets.

64
Q

What is database software?

A

Allows a business to store huge amounts of data electronically.

65
Q

What is spreadsheet software?

A

Allows users to do complex financial and statistical calculations quickly and present the results in graphical form.

66
Q

What is desk top publishing (DTP)?

A

Used to produce professional quality leaflets, brochures, websites, newsletters and other publications at a very low cost.

67
Q
  1. What are the benefits and risks of ICT in business?

Benefits?

A 
Faster communications
Advertising
Stakeholder relations are enhanced
Reduced marketing costs
Reduced staff travel costs
Staff motivation.
68
Q

Risks?

A

Information security
E-crime
Business disruption risks
Can be expensive.

69
Q
  1. What are the Data Protection Acts 1988 and 2003?
A

Require that any organisation storing information on other people on computer or in manual files must ensure that the information is accurate and kept up to date.

70
Q

What is a data subject?

A

Anyone who has information held about them on someone else’s computer.

71
Q

What are data collectors?

A

The people or organisations who keep information about other people on their computers.

72
Q

What are the right of private individuals (data subjects)?

A

Access to files
Correction of errors
Compensation where inaccurate information causes harm
Not to be subjected to automated decision-making.

73
Q

What are the responsibilities of business and other organisations (data controllers)?

A

Information obtained fairly
Information used for purpose it was given
Information stores securely
Subjects have right of access to information
Information is accurate
Subjects can have incorrect information corrected.

74
Q

What does the data protection commissioner do?

A

Responsible for ensuring that the data protection acts 1988 and 2003 are obeyed.

75
Q

What is their job?

A

Providing information to the public
Maintaining a register
Help businesses develop codes of practise
Investigating complaints.

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