Chapter 9 - Communication

Question 1

Objectives

Answer 1

States what an organisation expects to achieve over a set period

Question 2

Strategies

Answer 2

Are the actions that an organisation takes to achieve it’s specific goals

Question 3

Stakeholders

Answer 3

Are individuals or groups with an interest in the future growth and success of the business eg- shareholders, managers

Question 4

What is the relationship between communication and business objectives

Answer 4

Business objectives, whether they are maximising profit, improving market share or developing a new product, must be communicated to employees if they are to be successfully realised

Question 5

Describe the ways in which business objectives can be communicated to staff in a business

Answer 5

• presentation
• memo or email
• posting on a business’s intranet

Question 6

How can effective communication increase a business’ success

Answer 6

• customers start to identify with a business and the product or services it offers, leading to increased sales
• suppliers more likely to supply stock on time
• shareholders become confident of the business plan
• community develops a positive image of the business

Question 7

What are the two types of communication

Answer 7

Internal and external

Question 8

Internal Communication

Answer 8

Are those that take place within the business, can be both formal and informal

Question 9

Formal Internal Communication Channels

Answer 9

Involves making use of the official communication channels of the business

Question 10

What are the three different flows of communication within a business

Answer 10

1. Top Down communication- information sent from managers down to employees
2. Bottom Up Communication- information sent from employees flow up to managers
3. Sideways communication - involves the flow of information between people of similiar status or position

Question 11

Top- down channel

Answer 11

CEO -> General Manager -> Divisional Manager -> team Leader -> non managerial staff

Question 12

Bottom up channel

Answer 12

Non managerial staff -> team leader -> divisional manager -> general manager -> CEO

Question 13

Sideways channel

Answer 13

Non Managers -> other non managers
Team Leaders -> other team leaders
Divisional Managers -> other divisional managers
General Managers -> other general managers
CEOs -> other CEOs

Question 14

Informal communication channels

Answer 14

Involves the business making use of unofficial means of exchanging information eg - grapevine

Question 15

The Grapevine

Answer 15

Is the unofficial and informal communication system where employees sharing information, such at during breaks or on the way home from work, pass on messages with the risk of rumours spreading that are based only part on the information

Question 16

External Communication

Answer 16

Is concerned with how a business communicates with and is viewed by other businesses and stakeholders outside the business eg - suppliers and customers

Question 17

What are the main purposes of internal communication

Answer 17

• Provide Information
• Gather Information
• Share Ideas
• Clarify Issues
• get to know people
• persuasion
• appraise employee performance

Question 18

Define Communication

Answer 18

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

Question 19

Main purposes of external communication

Answer 19

• Improve customer service
• Public Relations
• Confirm Arrangements
• Give Instructions
• Provide Information

Question 20

What are the types of Communication

Answer 20

Verbal and Non Verbal

Question 21

Verbal Communication

Answer 21

Is the written or oral use of words to communicate

Question 22

Written Communication

Answer 22

verbal communication which is used by mangers to pass on ideas and information inside and outside the business eg-email, fax, mobile phones

Question 23

Advantages and Disadvantages of Written Communication

Answer 23

Advantages 
- permanent record
- more time can into preparation and proofreading
- messages can convey authority
- complex info can be read and re read
Disadvantages
- Feedback is often slower and more difficult to recieve
- Impersonal nature
- TIme consuming
- Expensive to print and distribute

Question 24

Oral Communication

Answer 24

Verbal Communication which involves speaking to another person and is one of the most common communication methods used in business.

Question 25

Advantages and Disadvantages of Oral Communication

Answer 25

Advantages
- Communicators can get to know each other.
- Feedback is instantaneous.
- Nonverbal gestures may reinforce the spoken message.
- It is quick and usually accurate.
- Voice tone can be used to stress important points.
- It allows for the personal touch.
- There is flexibility to modify the approach depending on the response.
- Messages can be ‘off the record’ and ‘private’.
Disadvantages
- Usually, no permanent record is kept.
- Confusion can occur when messages are not clear.
- It can be time consuming.
- Sometimes it is difficult to terminate.
- It requires effective listening skills.
- Nonverbal gestures may give an opposite meaning.
- It is difficult to distribute to a wide audience.
- Messages cannot be proofread

Question 26

Nonverbal

Answer 26

is any message that is not written or spoken. Nonverbal communication consists of body language (posture, facial expressions, placement of limbs and proximity to others) and visual symbols.

Question 27

Body Language Communication

Answer 27

Non-verbal communication with the use of gestures, facial expressions and posture to communicate.

Question 28

Advantages and Disadvantages of Body Language Communication

Answer 28

Advantages
-It reinforces the oral message.
- It bypasses language barriers.
- It provides instant feedback on a message.
- Some gestures are universal in their meaning.
- It is a powerful tool for handling serious and sensitive situations.
- It is more reliable than oral expressions.
DIsadvantages
- It can complicate oral communication by giving contradictory messages.
-There is no universal meaning to gestures.
- People can be unaware of body language implications.
- It may reveal more than is intended.
- It can be misinterpreted.

Question 29

Visual Communication

Answer 29

Nonverbal communication which is the use of symbols to communicate and can be a powerful way of transmitting information

Question 30

Advantages and Disadvantages of Visual Communication

Answer 30

Advantages
- It reaches a large audience.
- It is often easier to remember.
- Usually, it is a relatively fast method of communicating.
- It readily gains people’s attention.
- It does not rely on language skill to communicate the message.
Disadvantages
- It can be expensive, especially if technological equipment is used.
- It does not contain a lot of information.
- Misinterpretation of the message is possible.
- Possible confusion can occur as a result of the proliferation of so many symbols.

Question 31

Appropriate Communication Methods for Planning (setting and communicating objectives)

Answer 31

Attending board meetings
Writing documents
Speaking at functions
Preparing budge

Question 32

Appropriate Communication Methods for Organising (ensuring employees know the task they are expected to perform)

Answer 32

Meeting with subordinates
Writing and answering letters, emails, phone calls, memorandums
Preparing rosters
Writing and distributing policies and procedures

Question 33

Appropriate Communication Methods for Leading (motivating employees)

Answer 33

Conducting presentations
Meeting with subordinates
Negotiating and bargaining face to face
Producing and distributing a company newsletter

Question 34

Appropriate Communication Methods for Controlling (monitoring the performance of employees and the business)

Answer 34

Conducting review sessions
Conducting media interviews
Writing reports
Issuing media releases
Speaking to outsiders

Question 35

Barriers to communication

Answer 35

Language - Jargon, Discriminatory Language, Negative 
Filtering
Improper Attitude - eg superior attitude
Information Overload 
Cultural Differences
Perception
The physical environment
Hearing but not listening

Question 36

Filtering

Answer 36

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

Question 37

Ethical COmmunication

Answer 37

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

Question 38

Examples of Unethical COmmunication

Answer 38

• Plagiarism
• Making false, exaggerated or misleading statements to or about others, or inventing false stories about your own achievements
• Misusing communication channels, such as using business email or facebook inappropriatley

Question 39

Laws that affect communication

Answer 39

• Australian Competiton and Consumer Commission (ACCC)
• Competiton and Consumer Act 2010 (Cwlth)
• Prices Surveillance Act 1983 (Cwlth).
  These federal laws, together with state laws, often cover illegal behaviour in relation to communications.

The Australian Communications and Media Authority (ACMA) is another body designed to ensure ethical communications behaviour. It regulates broadcasting, radio communications, telecommunications and online communications throughout Australia.