Chapter 9

Question 1

Business objectives

Answer 1

State what an organisation expects to achieve over a set period

Question 2

Strategies

Answer 2

Are the actions that an organisation takes to achieve its specific objectives

Question 3

Stakeholders

Answer 3

Are individuals or groups with an interest in the future growth and success of the business

Question 4

Internal communication

Answer 4

Are those that take place within the business

Question 5

Formal communication

Answer 5

Involves making use of the official communication channels of a business

Question 6

Sideways communication

Answer 6

Involves the flows of information between people of similar status or position

Question 7

Informal communication

Answer 7

An informal communication channel involves the business making use of unofficial means of exchanging information

Question 8

Grapevine

Answer 8

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

Question 9

External communication

Answer 9

Is concerned with how a business communicates with and viewed by other businesses and stakeholders outside the business

Question 10

Persuasion

Answer 10

Is presenting a message in a manner that causes come one else to support it

Question 11

Verbal communication

Answer 11

Is the written or oral use of words to communicate

Question 12

Written communication

Answer 12

Are used by managers to pass on ideas and information inside and outside a business

Question 13

Electronic bulletin boards

Answer 13

Are display screens placed in foyers, lobbies, and offices that present information direct from head office management

Question 14

Oral communication

Answer 14

Involves direct word of mouth contact

Question 15

Nonverbal communication

Answer 15

Is any message that is not written or spoken

Question 16

Body language

Answer 16

Is the use of gestures, facial expressions and posture to communicate

Question 17

Visual communication

Answer 17

Is the use of symbols to communicate

Question 18

Brand symbol/logo

Answer 18

A brand symbol or logo is a graphical representation that identifies a business product

Question 19

Model

Answer 19

A model is a simplified version of reality

Question 20

Media richness

Answer 20

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

Question 21

Communication barriers

Answer 21

Are anything that distorts or interrupts the message and its meaning

Question 22

Filtering

Answer 22

Occurs when a sender manipulates information so the receiver will see it more favourably

Question 23

Information overload

Answer 23

Is an excess of information causing the reader to become overwhelmed and confusing

Question 24

Perception

Answer 24

Is the process through which people select, organise and interpret information to create meaning

Question 25

Active listening

Answer 25

Aims to produce trust and cooperation and involves the listener remaining silent, but paying close attention to the mood and words of the speaker. The active listener may later paraphrase the speaker’s message and describe the speaker’s mood

Question 26

Ethical

Answer 26

Communication means that the information conveyed meets our standards of what we consider right or acceptable behaviour

Question 27

Communication

Answer 27

Is the exchange of information between people; the sending and receiving of messages