Chapter 9

Question 1

Business objectives

Answer 1

What an organization expects to achieve over a set period.

Question 2

Strategies

Answer 2

The actions that an organization takes to achieve its specific objectives.

Question 3

Stakeholders

Answer 3

Individuals or groups with an interest in the future growth and success of the business.

Question 4

Internal communications

Answer 4

Those that take place within the business.

Question 5

Sideway communication

Answer 5

Involves the flow of information between people of similar status or position.

Question 6

Informal communication

Answer 6

Channel does not formally follow the hierarchical organisation chart.

Question 7

Grapevine

Answer 7

The unofficial and informal communication system which is superimposed on the formal network.

Question 8

External communication.

Answer 8

Concerned with how a business communicates with and is viewed by organisations and people outside the business.

Question 9

Persuasion

Answer 9

Presenting a message in a manner that causes someone else to support it.

Question 10

Verbal communication

Answer 10

The written or oral use of words to communicate.

Question 11

Written communications

Answer 11

Used by managers to pass on ideas and information inside and outside a business.

Question 12

Electronic bulletin boards

Answer 12

Display screens places in foyers, lobbies and offices that present information direct from head office management.

Question 13

Oral communication

Answer 13

Involves direct word of mouth.

Question 14

Nonverbal communication

Answer 14

Any message they is not spoken or written

Question 15

Body language

Answer 15

The use of gestures, facial expressions and postus to communicate

Question 16

Visual communication

Answer 16

The use of symbols to communicate

Question 17

Brand symbol or logo

Answer 17

Graphical representation that identifies a business product

Question 18

Model

Answer 18

Simplified version of reality.

Question 19

Media richness

Answer 19

Describes the ability of s communication method to best convey a message.

Question 20

Communication barriers

Answer 20

Anything that distorts or interrupts the message and its meaning.

Question 21

Filtering

Answer 21

When a sender manipulates information so the receiver will see it more favorably.

Question 22

Information overload

Answer 22

An excess of information causing the reader to become overwhelmed and confused.

Question 23

Perception

Answer 23

The process through which people select, organize and interpret information to create meaning.

Question 24

Active listening

Answer 24

Aims to produce trust and cooperation and involves the listener remaining silent, but paying close attention to the mood and words of the speaker.

Question 25

Ethical communication

Answer 25

Means that the information is conveyed meets our standard of what we consider right or acceptable behaviour.

Question 26

Communication

Answer 26

The exchange of information between people; the sending and receiving of messages.