Chapter 9- Communication Flashcards
Business objectives
State what an organisation expects to achieve
What is communication?
The exchange of information between people that produces the required response
Business strategies
The actions that an organisation take of a heirs specific objectives
What is a stakeholder?
Individuals or groups with an interest in the future growth and success of the business.
Internal communication
Occurs within a business, can be formal or informal
3 methods - top down, bottom up sideways
External communication
How a business communicates with organisations and people outside the business.
Business to business
Business to community
Informal communication channel
Unofficial
Can be widely inaccurate but can be effective because it is quick.
Formal communication
Meetings etc official between staff/managers other businesses
Verbal communication
The use of language ( ORAL OR WRITTEN) to communicate.
Written communication
- permanent record, distribute info
- expensive, info overload
Oral communication
Involves direct word of mouth contact. Used to ask questions, conduct interviews, give instructions etc.
- instead feedback, convey tone
- no perm record, time consuming
Non-Verbal Communication
Any message that is not written or spoken. Consists of body language, gestures, symbols.
P
O
L
C
Planning- setting objectives
Organising- ensures employees know what’s expected
Leading- motivating employees
Controlling( monitoring)- performance of employees
Barriers to communication
Anything that distorts or interrupts the message and it’s meaning.
Language ( barrier)
Problems with language, unnecessary words, meanings of language change.
Pompous language
Words old fashioned and not now understood.
Use it to feel superior
Jargon
Exclusive language, if not in ‘the know’ you won’t understand
Tautology
Expressing the same message twice with different words
Eg. We are not open because we are closed
Ambiguity
Where sentence has more than one meaning through inappropriate placement of words.
Cultural differences
Especially important due to globalisation etc, have to respect different beliefs and religious customs.
Ethical communication
Using appropriate language and behaviour when conveying information/messages.
Unethical communication
Using inappropriate and unacceptable language to convey a message or information.
Filtering
Manipulation of a message to make it appear more favourable to the receiver by deleting undesirable pieces of information.
Selective perception
Seeing and hearing communication selectively depending on heir needs, motivations, experience etc. Decodes the same message in different ways.
Emotions
How a receiver is feeing at the time of receiving a message influences how they interpret it. Eg. Anger, fear.
Technological breakdown
Dependence on technology that if it breaks down it is difficult to complete simple business tasks.
Interruptions and noise
May hinder a message being received or passed on. Noisy work environments, phone calls during meets etc can disrupt.
Physical environment
How welcoming or uninviting the design of the working environment may be. Eg. Use of colour ( white for nurses), security screen at banks seem like a barrier to some people
